How to Tell Your Customers They’re Wrong
We all know the customer isn't always right.
In his classic book Winning Jack Welch talks about the importance of Candor within a company–being honest about the impact and effectiveness of
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Tuesday Tidbit
Boaty McBoatface and the Dangers of Customer Feedback
Two of the most often heard boardroom buzzwords over the past few years have been the words "authenticity" and "transparency."
I say they're buzzwords because they are built on the wrong
Now You’re Talking My Language
I remember back to a trip to Switzerland where my wife and I stumbled upon a fantastic bakery. The owner of the bakery only spoke German and we only spoke
From Dismal to Good
In the final days before opening the theme park, Walt Disney was out of money. There was still a lot of work to be done. There were lawns to be
When to Shoot the Gorilla
Are you confident that your people would know how to make a quick decision in a stressful situation?
Many companies take far too long to make decisions.
Even when companies know the
Customer Loyalty Lessons Born on the Bayou
I was in Louisiana last week meeting with a prospective client. We spent the whole day together discussing the ins and outs of his business, his company's sales and marketing
The Best Business Coach I’ve Ever Seen – My 5-Year-Old Daughter
My 5-year-old daughter learned to ride a two-wheel bike this past weekend.
She picked it up in about 15 minutes. By the end of the weekend, she had built up
Stop Smacking Your Customers in the Face
I was in a meeting recently when someone who was quiet for most of the discussion perked up and said:
"Our customers don't want to hear from us regularly! They don't
A Billion Dollar Sales Process Learned From a Small Town Contractor
I needed some work done at my house.
I talked to ten contractors, and nine of them were awful. But the one who ended up getting the business...He was a marvel.
If
How To Calculate The Cost of Doing Nothing
"Not right now."
"We're in a holding pattern."
"I'm not ready to decide yet."
"We need more information."
"The timing isn't right."
I've talked with many business leaders who knew there was an important decision