Exactly Different
When it comes to building a product of a specific model, the intent is to build individual units exactly the same. However, when it comes to serving customers in a business-to-business setting, each encounter should be exactly different. As I’ve led and trained diverse sales and service delivery teams, with both new and experienced personnel, […]
Leading: Set the Tone
You’re being watched. No, not by the NSA, or some other clandestine agency. It’s your employees, and your customers, who have their eyes on you. They watch what you do and know it’s much more important than whatever you say. As a leader, you set the tone: Good, bad or indifferent. When you’re a leader […]
Excuses or Explanations?
Are you known for excuses, or for explanations? When issues arise, no excuses are sufficient. By the same token, when things are running smoothly, no amount of explanation is necessary. What happens between those two situations will define your relationships. In a business service relationship, issues (sometimes referred to as problems) arise frequently. That’s the […]
Find Your Merry!
While the rest of the mainland US shivers under a frozen blanket, in Florida we are still basking (a flowery word for perspiring) in spring-like weather. There may not be any “Jingle Bells” or sleigh rides in the snow going on around here, but there’s plenty to make one merry. All you need to do […]
Wiggle Words
We’ve all heard them. Wiggle Words are the words of uncertainty and lack of commitment. At the top of the list is “hope”. By adding that one word to a business communication, you’ve communicated first and foremost that you lack confidence in completing, delivering, or accomplishing whatever the topic might be. You have said that […]
Why Ask?
What’s the point in going to all the trouble of conducting a client survey? After all, both you and they can SEE the work you’re doing for them. Surely doing a good job is good enough and they’ll ask you if there is something extra needing attention. Isn’t that right? I suppose you’ve already guessed […]
Be Real
When it comes to building lasting relationships with others, the only sustainable approach is to “be real”. In order to be real – genuine – actions must consistently align with stated values. These qualities are important in every role, but they are essential in a leader. To be real is not to be perfect. We […]
It’s In The Contract
Is it, really? There was a time, in a place far, far away, where a contract consisted of a handshake. I’m fortunate to have had that experience (in Holland, to be exact), where business was transacted based upon the character of the two people who shook hands on a deal. But that’s another story…. Business […]
Inconvenient Truth
It’s not always easy to say what needs to be said. But it’s always the best approach in the long run. Life isn’t black or white, true or false. But some situations and scenarios are that crystal clear. If you’re in a position of responsibility, or an interdependent relationship, you owe those you work and […]
Friendly and Frank
Can you be both of those things, at the same time? I believe so. Business can be hurried and blunt; but it doesn’t have to be that way. We all know what friendly looks and feels like: big smile, open attitude, caring demeanor. What does “frank” look like, however, and how uncomfortable does that feel? […]