There are companies all over the world doing good yet there are thousands more working hard only to benefit the top brass and/or the investors. Now, while I do not think businesses should renege on their promise to repay investors with their principle and some profit as well, this should not be their only driver. … Continue reading A mini-manifesto for changing business for the better…for everyone.
“After you plant a seed in the ground, you don’t dig it up every week to see how it’s doing.” – William Coyne, former VP at 3M. Attention all of you micromanagers, think about this quote. Think how silly it would be to do this, yet you do this with people every day. What is … Continue reading Stop over-managing and end the misery.
What is service focus and how is it different from customer centricity? Customer centricity is about making the customer and their journey central to the thinking of the organization. It means not only making the experience from point of sale to post sale a great one, it also means knowing your customer and making decisions … Continue reading Service Focus and Why You Need It
We are all getting ready to celebrate the passing of an old year and the welcoming of a new one. As we do this, many of us are busy setting goals and planning what will define success over the next 365 day period. Given this, how about a suggestion? Why not make the upcoming year … Continue reading New Year’s Goal: Create Better “Human” Habits
re·source Source or supply from which benefit is produced. Something that can be used for support or help. An available supply that can be drawn on when needed. Means that can be used to cope with a difficult situation. What does resourcing have to do with my business and why do I need it? When … Continue reading The art of being a resource.
Congruence means alignment or harmony. It means things line up and work together like gears whose teeth perfectly mesh. And although this critical alignment is necessary for many things to work properly, nowhere is it more necessary than for a person to act in congruence to their values. In other words, to be trusted and … Continue reading Congruence and profitability. Strange bedfellows?
“It’s a failure of American corporations and a failure of capitalism that we don’t see human well-being and dignity as just as important as making money.” – Bob Sutton, professor and organizational psychologist, Stanford University. As we enter the major shopping season for the upcoming holidays, it is easy to get caught up in buying … Continue reading Don’t lose the people in the hustle.
We humans were not meant to go it alone. All of us needs a helping hand, even those who think they can do everything themselves. So, take some time this week to appreciate those who’ve helped you. Every day there are people we can thank for all manner of help even if that help only … Continue reading It’s time to be grateful.
One way companies are alike is that they all make mistakes. No business is free from errors. However, there’s also an upside to this reality, how you recover can be your biggest differentiator. Customers want consistency. They want products that perform consistently and they want companies that perform consistently to fix things when they go … Continue reading Using mistakes to your advantage.
Recently, in a grocery store, I was confronted with a cashier who showed no emotion or, quite frankly, anything that was very human at all. It was a most disconcerting scenario. After placing items on the little belt that goes to the cashier, I went to the credit card machine and waited for her to … Continue reading Attitude or ability, which matters most?