Archive for May, 2014
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3 Questions Leaders Need to Repeatedly Ask
Beginning my career in retail and spending most of my days in customer-facing situations, has given me not just an ear, but also a heart for the customer. I try, […]
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Retailing is an Art
Retail is not a science—it is an ART. As we find in all of the arts, it is subjective. How we apply the fundamental rules is always changing as is […]
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I Don’t Know Why They Do That
A colleague and I went to get a cup of coffee. Being coffee snobs we look for one brand and we’re very loyal to that brand—Starbucks. When we paid for […]
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Buying is An Emotional Thing
Consumers do many things before making a purchase. Many do their homework. They analyze their potential purchase on-line, they talk to friends, they read reviews, and they have their left-brains […]
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Don’t Manage the Measurements;
Manage to Maximize
Many businesses and organizations make the mistake of managing the measurements of their business and not the outcomes. They seek to manage “sales” or their “profits” and frustrate themselves, their […]
Read More...Impressions Count – Story Continued
In my last two posts I've been writing about the importance of first, last and unusual impressions. Last Friday, I lived one. Let me give you some background. We […]
Read More...The Unusual Impression
In my last post I wrote about the importance for any business of the first and last impressions a customer receives. I mentioned that we are wired to remember first, […]
Read More...First, and Last, Impressions Count
If I were to list a group of numbers, have you look at them, then ask people to try and remember them, chances are that most people would remember the […]
Read More...Delegating Customer Service
Flying this week reminded my how frequently companies delegate customer service activities back to the customer. It's like delegating backwards. Just in the airline industry alone, customers now handle their […]
Read More...Sprintz Furniture – Lessons from Poor Customer Service
Over the last several days my wife and I have been underserved by a local furniture store. For context, we bought new furniture for our living/gathering room in June. Our […]
Read More...Trust is the winsome wedding of faith and hope.
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Something About Me
Developer and maximizer of people and ideas. Pastor of Resource Development @gracechapellf, Family guy, golfer, writer, speaker, baseball nut and film noir buff.
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