#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…
Category: Customer Service
#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…
#0419 Down and Dirty
I could not see it until I got on my hands and knees. In fact it looked pretty good from where I was standing and that was the problem. If we continue to judge and…
#0414 Communication Perspective
One of my key pillars is Perspective in Communication. For those of you who have not heard me speak I use the metaphor of the Rundle Mall Balls in Adelaide. Two people can be staring…
#0413 Stranger to Raving Fan
I wager you have a clearly defined process for delivering your product or service. A step by step, probably well oiled mechanism to deliver on your promise. Yet many organisations (still) leave Sales and particularly…
#0411 Future Leadership
There is something I would like to say to the next generation of leaders. Listen more, react accordingly.Be confident both inside and out.Focus on better rather than just bigger.Clarify your message and communicate it to…
#0407 Building Trust
Uttering the words ‘Trust Me” does nothing toward building trust. It is earned not expected and quite simply, you must do what you say you are going to do, when you say you are going…
#0403 Unwelcome Behaviour
When walking into a store, if you know what you want you absolutely welcome the sales assistants help right away. When you want to browse, the persistent assistant is super annoying and you just want…
#0402 Conserving Energy
Subconsciously I will ignore you, sometimes on purpose. The human brain on a normal day will consume 20% of your total energy just keeping you alive. Any extra to that can feel exhausting so by…
#0399 Conduct
Here is the problem with tolerance. “He was is a fowl mood so I let him rant”“She is always late to meetings” We tolerate to avoid conflict so it is easier to just let it…
#0397 Last Impression
Apple do such a good job with their packaging that you see empty boxes for sale on eBay. They are the reason unboxing videos became a thing. The attention to detail at every level is…
#0391 Average
How much better can it possibly get? Much better is likely the response however when we get to good enough, we turn on autopilot. When a recipe works, we continue to do it that way…
#0385 Auto Pilot
I cannot tell you how many times I have missed the last step heading down into our basement. Sure it is often dark, but I know it is there!! A huge number of motor vehicle…
#0378 Perspective
“That’s what you remembered!” In a room full of workshop participants, the morning of day two I asked what each person had took away from the day before. No real surprise but everyones take was…
#0377 Salesdog Eddie
Our dog Eddie does not understand personal space. Right there, all day, every.single.day. He is not perfect, far from it but the joy he brings far outweighs the holes he digs in the lawn. The…
#0376 Pondering AI
Artificial Intelligence too is biased. From the designers, the coders and the input feeds unconsciously enforcing their views on what is right and what is wrong. It will eloquently merge the collective and continue to…
#0360 The Formula
Hands up if you have ever grabbed a kebab from the nearest food truck after a big night at the pub? There is a reason there is often one parked right next to these establishments….