It’s the time of year when everyone’s thinking about romance. But did you ever think about how much “romance” is involved in building and sustaining customer relationships? I look at the sales and marketing process and it very much resembles the “courtship” we see in our early romantic endeavors. We put our best foot forward,…
It’s the first full week of a brand New Year 2013. We greet each other with wishes that the year be “happy and healthy” and of course “prosperous”. Our minds turn to asking questions about how this year might be different than the last. At work we have new goals, new plans, new targets. In…
If you’ve ever been to one of my workshops or executive meetings, you probably remember a demonstration I do to explain how and why emotions are contagious. If you haven’t, here’s a short explanation. Our bodies are electric. Every organ in our body produces electricity. Most of the time we don’t think about it much.…
As I move things around trying to find more space in the office, I’m finding a lot of notes that I took at conferences, and a lot of “Keepers”. I’m a note taker. A borderline obsessive note taker. (And while I’m confessing, I must admit, I doodle too.) As I sort through old notes, I’m…
Thursday is Thanksgiving here in the US. As I reflect on it, my thoughts turn to all the people, places, experiences and things in my life that I am grateful for. My heart warms to remembrances of family, friends and those in my business world who have enriched my life with their love and caring.…
I meet a lot of new people. And that means that frequently I’m asked what I “do”. It would be wonderful if I could develop and remember an “elevator speech” that really encapsulated it; but faced with that situation in real time, I find myself saying a variety of different things. Most of the time…
I was in Miami the other day delivering a half day workshop on Building Customer Loyalty: Sharpening Your Competitive Edge. That particular program is “required” for all first year Vistage CEO Groups in Florida. That makes sense. Customer Loyalty is foundational to success. So at the meeting, we get on the topic of Branding. One…
..is as important as how you do your job. When you enjoy coming to work, feel proud of what you do, want to make a difference in the lives of others work takes on a different meaning. This week, in honor of the upcoming Customer Service Week (or Customer Happiness Week, if you will) Oct…
Last week, once again, I had the gift of doing a workshop retreat with CEO’s and their spouses. Some of the people attending run family businesses that have been successful for generations. Others started businesses of their own. All have medium to small size companies, so they are very much like you and I –…
It’s a well know fact that we get what we focus on. What we focus on expands. Every leader knows that. When we look for evidence that it’s going to be a bad day, we can usually find some reason to make it so. I frequently laugh with clients who think they have nothing to…
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