Bicyclists. They get in the way. They are unpredictable. They are just obstacles to get around. Right now, you are reading this thinking I am a jerk for thinking such things. How can this guy be so insensitive? Bicyclists aren’t so bad, they’re allowed the road like anyone else. But when you’re behind one and … Continue reading How seeing people differently can change everything.
“’PLEASE GIVE ME TOP SCORES’ is the fourth most annoying interaction customers have with companies…” This quote is from Jeanne Bliss’s book Would You Do That To Your Mother? Survey begging. I feel certain most of you have experienced it at some point. In simplest terms, survey begging is when employees of a business ask … Continue reading Don’t beg for scores, earn them.
A couple of years ago, I was visiting with a colleague and we were discussing something with someone who was remote. I had to send this remote person an image on a laptop screen. To do this, I went about an arduous process involving copying the screen image to a graphics app and then cutting … Continue reading Are you delivering value? If not, what the hell are you doing?
I didn't write this post, Seth Godin did, but it resonated with me so I'm reposting it. It's almost a poem, and it is spot on s far as what's necessary for pursuing excellence. Ponder this, make a plan, take action! Excellence by Seth Godin If you knew, and you could see the … Continue reading Excellence
When customers or employees are unengaged or confused, it can largely be because you haven’t answered some simple questions they may have. You may think you have, but for whatever reason, they didn’t get it. Answering questions can be more difficult than you think. What we might think answers the question might seem clear but … Continue reading Are you clear or cOnfUSinG? Here’s a way to straighten that out.