#0533 ABC
Try singing the alphabet song out aloud skipping every second letter… a, c, e… I wager two things, it sounded clunky and disjointed, and you silently sang the in-between letters in your head anyway. Now…
Category: Customer Service
#527 Not About You
For the love of all things, please review your use of the word “we”. Your website, your proposals, your marketing. The more you talk about yourself, the less relatable you become. It is not about…
#0523 A Frosty Reception
The best food in the world can be overshadowed by poor service. Maya Angelou quoted: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget…
#0521 Follow Through
The steak did not match the sizzle. I have lost count of the times someone has mentioned to me that they were disappointed at what they got vs what they were promised (from other vendors…
#0517 Stand Out
What happened to common decency? Please, thank you, replying to emails in an acceptable time-frame, turning up on time, turning up at all, doing as you say you are going to, being aware of your…
#0507 Yeahbuts
How many ‘yeahbuts’ do you have in yours? Whenever I get invited in to help organisations streamline their communication I generally find a combination of two extremes. In some areas they neglect to communicate at…
#0496 Perspective
It has been documented to death. Whenever we have a problem or need to learn something fast, we invariably turn to Google for the answer. A quick search will uncover many thousands of ‘”how to”…
#0487 Feedback
Most struggle with it. Receiving feedback is challenging. How do you not take it personally? Detachment. As a business, detaching yourself from the emotion of the words and focusing on the outcome in service of…
#0482 Do As You Say
All he had to do was get it back to me and the sale was his. I recently engaged with a service provider who pitched me on a monthly service for my business. The pitch…
#0473 Growing Pains
It is easy to ignore this when you are busy growing a business but at some point it comes back to bite. When reviewing systems and processes I look for the desired outcome first, then…
#0465 First Dates
When you go out on a first date there will rarely be a moments silence. The chatter is constant and often kept relatively light as you check each other out. As a relationship develops, there…
#0453 Take a Moment
Three sheets is all he needed. A long time ago worked with a Project Manager Joe, who blew me away with his foresight. When everyone else turned up to project meetings with thick folders jammed…
#0451 Always Acquiring
Whenever I venture to the local hardware store for something costing maybe ten dollars, to my wife’s disapproval I end up spending two hundred plus on a few more things I may or may not…
#0445 Competing Priorities
Calm on the outside maybe, but on the inside it drives me nuts. I have had to learn to be patient with others and temper my expectation of when something will get done. Years ago…
#0439 Maintenance
A neighbour asked me why I rake my lawn when there will be leaves on it again tomorrow. You could say the same for cleaning your house or brushing your teeth but that would not…
#0430 Keeping Up
The longer something exists the better it must become just to remain current. As things get better, that becomes the new minimum standard and anything less reduces perceived value. Cars are a great example of…
#0429 Trim
For humans it happens in winter.Gardens in Spring.In business it sneaks up on us. Excess growth or process bloat. Without realising it sometimes we allow extras to occur and before you know it, it becomes…
#0425 Impatience
Great books take time to write.Beautiful gardens many seasons.Athleticism years of dedication. A remarkable business a combination of desired product, consistent marketing, predictable sales, refined operations, solid finances and motivated people. All examples of doing…
#0424 Pulling Teeth
Booking a dental appointment where I go is like pulling teeth. You have to call, wait in a queue for who knows how long, listen to their self promotion and how much they “value my…
#0420 Hurdles
Not far from where I live is a great little coffee shop with absolutely no parking within a 10 minute walk and sadly I never see it busy. Just down the road is one that…