Leadership Thought #470 – Leave The Excuses For Non-Performance to Others
The basic formula for success in life and work is simple. Do what you say you'll do, when you say you'll do it, and do it well. Commit to your commitments. It isn't…
Customer Service / Satisfaction Resources
Customer satisfaction should be a non-negotiable objective. Every business or organization has a customer. Without the customer transaction there is no value created. And, the quality of the value exchange is what creates revenue and ultimately leads to a profit/surplus. And, for value to be created, the need of one individual or group must be met with a product or service developed by another individual or group that addresses that need. Consistently meeting your customers’ needs is a prerequisite for business success. The higher the perceived value, the more your customers will be willing to buy and pay for what you have to offer.
Blog Posts
Leadership Thought #442 – A Few Basic Truths About Business
In summary, get the basic business math right, avoid becoming too reliant on debt, make informed personnel decisions, commit to delivering high-quality customer service, and good things will happen.
Leadership Thought #422 – Are Your Customers Happy?
There are countless books out there on customer service and maximizing customer experience, but sadly, few companies heed the advice. Often, it becomes necessary to lower your expectations to reconcile vendor claims with reality.…
Leadership Thought #204 – Your Business GPA
I often ask my clients to think of this as their business Grade Point Average (GPA). Their goal should be to achieve a 4.0 GPA, which is the equivalent of an A grade…
Leadership Thought #198 – Are You Doing Business With The Right Clients?
Targeting the right prospects requires thought and effort. Every business needs to know when to say no. It's easy to say yes (or at least we think it is). Bad or mediocre clients…
Daily Leadership Thought #159 – Business Management Improvement Ideas
I often get asked for a checklist of business management improvement ideas. While the following list isn't exhaustive, it is a good start for anyone who would like to audit their existing business…
The Frustrating Business of Healthcare From A Patient’s Perspective
At what point did healthcare become less about what's best for the patient and more about the business of delivering care and maximizing revenues? It's easy to blame the insurance companies (and they…
Recommended Reading
Retention Point
The Retention Point – Robert Skrob Why this book matters Most businesses think growth is the game. More leads. More sales. More noise. Robert Skrob makes a different argument. A better one. Growth…
Setting The Table
Service is what you do. Hospitality is how people feel when you do it. You can deliver the food on time, answer the phone correctly, and solve the problem efficiently. That is service.…
Kotler on Marketing
Philip Kotler makes a distinction most people miss. Marketing is not advertising. It is not branding. It is not clever messaging. Marketing is the entire system of identifying, creating, delivering, and capturing value.
Reading Excerpts
Influence: The Psychology of Persuasion by Robert B. Cialdini
When making a decision, we will less frequently enjoy the luxury of fully considered analysis of the total situation but will revert increasingly to focus on a single, usually reliable feature of it……
Reading Summaries
Beyond Customer Satisfaction to Customer Loyalty
Keki Bhote's "Beyond Customer Satisfaction to Customer Loyalty" provides a comprehensive framework for transforming customer satisfaction into lasting loyalty. By focusing on integrity, empathy, effective communication, and a relentless drive for excellence, modern…
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