Since the end of 2013 I have been in communications with several hundred people through my consulting practice, the classrooms in management training, or at conventions. I’ve typically tried to get a read on the outlook and attitudes of the people in the various industries. This year more […]
There is an old story told about a company operating in the steel industry back in the 1980s in Pittsburgh.
The night shift came in to find the number “22” written in yellow chalk on the floor of the shipping docks. The crew looked at each other, not knowing what it […]
The customer has needs and wants and likes.
All of those are fine and good. And we can ask and they will tell us what their needs and wants and likes are—and they will do it willingly and honestly. But that won’t go very far if we don’t […]
It has been a remarkable truth over the years that most people don’t know when they are doing a good job.
And why don’t people know when they are doing a good job? Well, it’s actually quite simple. No one has told them.
It shouldn’t be a surprise. […]
Last month we explored customer retention and the impact it has on profitability. We showed the frightening prospect of your customers leaving you to go somewhere else, a defection rate of 15% on your future. That left you with nearly 50% of your customers still with you after […]
As if you didn’t have enough on your plate over the past three years, here comes a really important dilemma. Every employee still on your payroll has stayed with you because these are the best of the best – your heroes. These are the people […]
“May you live in interesting times” is an ancient Chinese saying. Well, these times are certainly interesting. This is the current generation’s period of “the Depression” and a time that will create the foundations of a thinking pattern for life.
However, this new thinking pattern is not […]
In these difficult times, it’s easy to forget that the people doing the work are truly the people who make a difference with our customers.
The receptionist, people in the warehouse, technicians making repairs and performing maintenance — each of these employees is what provides the glue […]
Let’s continue the process from the last two months — from getting on with it to creating hotbeds of enthusiasm. We’ve talked about the grumbles and gripes process of listing down anything that stood in the way of our employees doing a better job […]
Some time ago there was a very successful book and program that spread across the country. The program was called “Gung Ho.” It covered three cute headlines.
I know it […]
