#0562 Be Visible, Be Available
Prospects will consciously ignore you. There is too much going on in anyone’s life to be able to pay attention to everything that is thrown at us. So by design, we are programmed to ignore…
Category: Customer Service
#0559 Matching Pair
I am confused. You say one thing and do another. Your stated company ethos and values do not match your actions. Culture is built on everyday behaviours, not your mission statement. Humans notice.
#0548 Start With You
Who are you doing this for? Classic response is, for my family, for my customers yada yada. That is honourable and everything but it does not translate unless you do it for yourself first. Good…
#0545 Painfully Slow
Bogged down in red tape? As an enterprise gets bigger it is natural to place additional checks and balances to ensure continuity. Many do so at the expense of what got them there, speed and…
#0538 Feeding Frenzy
Technically, you can feed an infinite number of people with a single pizza. The more slices you cut however diminishes the amount each person gets to a point it may as well be zero. How…
#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…
#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…