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learning how

Learning How Is Not Where Things Start and Stop

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Learning how is a good step. People often think, “When I don’t know how, someone will help me.” Learning how is important, is it most important? Today people jump on a Google search, ask Siri, or head over to YouTube to discover some do it yourself tactics. This may work, in fact, it does work

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job demands

Job Demands and Getting What You Asked For

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There are certainly many different approaches to work, a job, and your career. Some care little about a career, only seeking a means of income to pay the bills. What are your job demands? Are you looking for a career or just a paycheck? People sometimes call it Karma, others just a bad twist of fate.

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attraction matters

Attraction Matters For Your Success

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There are people who don’t like baseball, apple pie, and certain automobile manufacturers. Who do you appeal to, who is in your crowd, your network, or your tribe? Do you believe attraction matters? To some extent we all sell, we all market, and we all deliver a customer service promise. We do it in business,

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customer rules

Customer Rules Should Work, Will They?

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Many businesses adopt customer rules. Sometimes these are designed for safety or other critical concerns. Many times, the customer rules are designed to be convenient for the vendor. No one needs another customer service horror story, we get plenty of them already. This is the short story to illustrate a point. Short Story Recently I

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customer punishment

Customer Punishment and Finding a Better Way

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Customer service and the customer experience, two things that many organizations claim they do right. After all, it is likely an integral part of the mission statement. What about customer punishment, is that on the agenda? Customer View Things often appear different when we see them through a different lens. What many businesses do for

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training priorities

Move Up, Move Down, Training Priorities

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A fundamental goal of nearly every business is to make money. Even non-profit organizations need revenue streams and outcomes associated with delivery. Do you have time for training? What are your training priorities? The excuse that is hard to argue is the one that positions against the fundamental goal. Yet, there is a difference between

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forgiving customers

Forgiving Customers and The Big Disconnect

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Your best customers are loyal and forgiving. At least that is what most organizations want to believe. Do you have forgiving customers? Could that be where things start to go wrong? Many of the best customers expect that mistakes can happen. What they really want is an effective plan for how the mistake is handled.

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Good difference

Good Difference, Are You Making One?

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Monday through Friday is a popular schedule for many workers, others are six or even seven days nearly every week. People and businesses are often trying to make a difference. The question may be, is it a good difference? When you ask around, most people will probably quickly agree that the World around us is

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trusted relationships

Trusted Relationships and Other Marketing Fails

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Everyone seems to agree that trust is important for business relationships. Do you have trusted relationships or are marketing efforts slowly eroding them? Recently I received a call on my cell phone that I wasn’t sure I should take. I didn’t recognize the number and largely I don’t openly distribute my cellular number, but it

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good advice

Good Advice or Action Learning

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Advice is available everywhere. There are trouble spots though. Bad advice, advice no one pursues, and advice that is entirely unwanted. Do you have any good advice? Good Intentions Most advice has the best intentions. People trying to help other people. A good thing. However, being right, attempting to correct behaviors, or point out where

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