Extreme Customer Focus
Every industry and business has its own unique qualities, but they all share a vital common element: Customers. Without them, there simply is no business. Quite simply, customers are the most important people of all.I’ve learned many great lessons from customers I’ve been privileged to serve through the years. There’s one long-time customer, however, who especially […]
Commencement
Commencement is a word that we hear a great deal at this time of year, in conjunction with graduation ceremonies. While graduation is about celebrating what’s been accomplished, commencement is all about anticipation of what lies ahead. That imaginary journey is often described in very general and grand terms, with the Valedictorian citing lofty expectations […]
A Decision to Grow
Recently I’ve shared my thoughts about building relationships, the kind where a long history of consistent, reliable performance results in a high degree of trust. I’m fortunate to have such a trusting relationship with a professional advisor and friend who can always be counted on for great advice, insight and enjoyable conversation. We have something […]
One Size Does NOT Fit All
One of the keys to building lasting relationships in a service business is the ability to recognize unique client requirements and adapt the approach to meet them. Focused interactions of our front-line managers with a wide range of clients over the past month have revealed just how different these requirements can be. Their experiences have […]
Hard Questions Made Easier
As we explore how to become better listeners and develop a deep understanding of client needs, we know that the process begins with thoughtful reflection and careful preparation of the topics we want to explore. While that sounds logical enough, actually deciding upon the questions to use can be a tricky “process”.A manager recently asked […]
18 Years
That’s the amount of time it takes a child to reach (theoretical) adulthood and how long it takes for truly fine scotch whiskey to mature. Evidently at least that much time also passes before some businesses pause to ask their clients how well they’re doing!As our business embarks on a comprehensive journey to reach out […]
Silence Is Not Golden
Success in a service business depends heavily on the elements that surround the service that is actually provided. While the service must be excellent, how effectively we connect with clients ultimately determines the strength and longevity of our relationship. We’ve discovered that there are Four Key Elements in creating a service experience that leads to […]
How Would Watson Respond Today?
On March 10, 1876, Alex Graham Bell called out to his assistant, Mr. Watson, through his new electrical device: “Mr. Watson, come here, I want to see you.” An amazing thing then happened, according to Mr. Bell’s journal: “To my delight he came and declared that he had heard and understood what I said.” With […]
What’s Love Got To Do With It?
Everything. Love is a most powerful and unique emotion. My Valentine’s Day wish for you is that your life has True Love somewhere in it. The kind of love that connects people and families to one another in a most human and most remarkable way. It’s the perfect day to celebrate and rekindle some of […]
Lost and Found
There once was a manager named Lost,Who avoided seeing customers at all cost;Lost thought they didn’t care,But was just unaware,So as they left more business was lost.Elsewhere in town worked a manager named Found,Who made customer contact abound;Found discovered they were aware,So was inspired to provide special care,And new business opportunities were found.What once was […]