Like Christmas, weddings, vacations, birth of a child, pending retirement, and proms, each carries with it a potential for something big. For something significant. Half the fun is in this planning and looking forward. THIS ESPECIALLY APPLIES TO BUSINESS. Your business.
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Archives for strategy
Customer Satisfaction — hogwash –what about your Employees? – The 5 ABC’s that separates winners from losers.
Sorry about the absence. I took a few months off to fight off cancer. That is done and I AM BACK! Let me introduce you to Denise and Leslie. At my Seidman Cancer Center . . . these two ladies were at the front desk. One day I stopped to get a sucker out of their candy bowl. When I came back out one reached up and put the candy bowl down by her phone. I thought, “I didn’t ask earlier . . . I wonder if I did something wrong?” So the next day I asked them, “Does the
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Good versus Evil Profits – 3 minutes to read
When your customer ranks you “12” on a 1 to 10 scale. When you delight them beyond their expectations. Good profits are not mandated by some executive in a corner office. They are created by the personal interactions between one employee and one customer. There are many Starbucks coffee houses, and not all of them provide awesome customer experiences, but on the whole they try to create a customer experience that evokes a warm emotional and trust laden relationship. The coffee has to be good, but the interaction needs to be better.
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“Excuse me. You have a French fry sticking out of your nose.”
Five Guys hamburgers. Visions of red and white checked decor, with peanuts in shells to distract you while your burger is customized in it’s assembly and you are assaulted with the French fry experience. Assaulted? By French fries? Experience? To the uninitiated. You can pay less to get a hamburger at almost every other fast food joint in town. But then you are not vacuumed into the experience of a Five Guys . . . “burger and fries” (I know the rhyming is too much). The added price is worth the price of admittance. There on the wall is the
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What happens when you charge for free things
Can it be that simple? That the customer feels certain resentment about a $1.00 charge for air when the competitor is free. That the customer FEELS like they are being nickel and dimed. (Which would not be hard to do with the price per gallon of gas). When all things are equal, is there an attitude that shifts the customer’s loyalty when customer FEELS like they are being taken?
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Minus 36 degrees . . .Cookstoves . . .Carrott . . . How to make email and voicemail that connects.
Research shows that 80% of all interaction in the workplace is done with you communicating with some sort of technology. Voice mail, email, etc. So how do you “get through?” I arrived to 36 degrees below zero temperatures. When it I got up the next morning and started the car, the transmission was frozen. I had to let the car sit in idle for 15 minutes before it worked. Canada in March. The coldest cold in my life. I was there for a series of presentations over three days in various Alberta and Saskatchewan cities. And then there was the
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“But Noah! I thought the Ark left at 8:00!”
Which stranger would you go with? There at the end of the pier stand two men. On the left is the wizened old man, white beard, sun toughened face, calloused hands. To the right stands the expert. He oozes sophistication, education and professionalism. Again, which one would you go with? The old man or the young professional? And what about you personally? Where are you? Where do you mentally slot yourself in your business, your profession? Are you the highly educated, sure footed and professional provider of products and services? Or are you second guessing yourself, wondering if you are
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Four out of Three People Have Problems with Fractions – How to Really Grow Your Business
Since 37.843% of all statistics are made up, how do you know what you should be measuring? (grin) This is a rant on numbers. Not just any number but one particular item and how it impacts your world. These are the days of eliminating the number of commas in your world. What? Commas. You know those nifty little period symbols with a tail. They, the coma, will allow you, and anyone else, to write sentences, and those, with independent clauses (OK . . . so I only got 6 commas in this sentence.) I have a problem with commas when
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