#0784 The Hidden Costs
The order matters. Every unnecessary step, has a price. You may still get there, but at what cost.
Category: Customer Service
#0755 Relationships
Mates.Colleagues.Customers. Different labels. Trust.Respect.Banter. The thread holding them together is simpler. You care enough to go the extra mile.
#0754 Deadlines
There is a fine line between a deadline and a hurried result. Missed detail.Unnecessary complexity.Lack of clarity. Rushing rarely saves as much time as it costs.
#0740 More Or Less
If you were listening, you’d notice. Five people in the room.Three different conversations. Being the fourth isn’t helpful.
#0735 Critics
You rush the sale. Champions don’t champion.They critique. The solution isn’t theirs to own.
#0705 Client Needs First
Demand is not about your revenue goals for this month, that’s a consequence. Demand is the alignment of what your clients need, when they need it, based off what you can do for them at…
#0674 Judgement or Curiosity
The person who cut you off in traffic, the waiter who got your order wrong, the call centre operator who seemed to not care. Easy to criticise a moment in their day, brand them with…
#0663 Banks Hey
We expect the worst and convoluted is an understatement. Whilst organising some finance my bank sent me an email asking me to sign a document and return by email. Only problem, the request came from…
#0659 The Cost of Email
When someone sends you an email, is it reasonable to expect a response within a day if not hours. I am conflicted on this one. Yes is my immediate reaction especially if the email is…
#0637 Peek-a-boo
A prospect will spend 80% of their decision effort researching options before talking to a human. That is a lot of time not talking to you directly and in the end they may never reach…
#0627 Those Who Matter
You have a few seconds if you are lucky. It is not that our attention spans are getting shorter, we our however getting pickier. Spoilt for choice we can afford to move onto the next…
#0610 Too Many Options
There are far too many options available, so why you. What have you communicated. What about your actions, what do they convey. Do they trust you or are you at arms length. Do they have…
#0597 The Ground Work
Like it or not, to run a successful business you must be able to sell (consistently) – so sell more. To sell consistently you must have a large sphere of influence to find the ready…
#0594 Why Not
Why do you do what you do? Can you answer this seemingly innocuous question. How does it make you feel. Does it drive you to do better. What impact are you making. What does it…
#0593 Your Best Year
Have you ever pulled apart a smartphone, precision engineering at its finest. Yet they improve on it year on year. Apple could have stopped when they hit iPhone 4 as it was far ahead of…
#0588 Hand Crafted
Is ‘minimum viable product’ mentality hurting us? I get the need to get something to market quickly in order to test if it is going to fly, but what are we not getting in exchange….
# 0585 Pleaser
You can buy a burger for $5, you can experience one for $50. There are those who would never splash out on a fifty dollar burger and there are those who would not blink an…
#0577 Tiny Details Add Up
It’s the little things you should pay attention to. These are the things that make you stand out from the other 98%. The biscotti with your coffee, the thank you note, the attention do detail…
#0574 Do as you Say
Communicate what you can do, then do as you say. Telling me what I want to hear and then not delivering on that promise will lead to mistrust. Actions ultimately speak louder than words.
#0570 The Artisan
The difference between good and great can be subtle but powerful. The barista that takes care of each and every cup, the chef that sources the best local produce. The service provider that smiles no…