Making Ideas Accessible

“Are You Selling Me Away from You?”

selling

I had a very interesting conversation with a prospective customer today. I was taken aback by a few things he said, one of which was “It sounds like you are trying to convince me not to take your services. You are selling me away from you.” I … [Continue reading]

4 Ways to Improve Poor Execution for Better Results

execution

3 am wide-awake and your mind won’t shut off. No sleep coming for the next few hours from worry about why a project is not going well. Why are you not executing on what your well-laid plans told you would happen. Who is to blame? You? Your Team? … [Continue reading]

Welcome to the On Demand Society

on demand society

I was listening to Brian Solis's new podcast, Context Matters, and he mentioned the term “On Demand Society” when discussing Uber and its effect on not just business, but the economy in general. His point was that this ever-growing desire from … [Continue reading]

3 Checkup Tips to Improve Customer Experience

customer experience

As you are reading this article, we are already a month into the New Year. You may find yourself still with a warm glow from celebrating a great 2014 or a little more motivated to recover from some disappointment. Now is the time to let the past go, … [Continue reading]

Targeting the Root Issue of Employee Performance

employee performance

Every month there are managers reviewing their employee’s performance. At this time, statistics are viewed, metrics are measured and either the manager is happy or disappointed. What follows next is usually the “pep” talk. This is where the manager … [Continue reading]

Q & A: How to Unify Your Marketing Message

marketing message

As I finished up my presentation at the UAAMG conference on Unified Marketing, a few of the dealers in the audience asked to sit down with them to discuss this one on one. Defining your “Why Buy From Me” marketing message as unique. We broke off to … [Continue reading]

Is a Trusted Advisor Missing From Your Leadership Table?

Trusted Advisor

I was asked to speak recently to a group of automotive dealership management professionals and I asked the folks who set up the event, what they wanted the focus of the presentation to be.  They said to speak about what I thought was important for … [Continue reading]

Is Customer Service Today Any Different than 1915?

customer service

Are customers more demanding then they have ever been? Possibly. Are they more knowledgeable? Possibly. Are businesses focusing on the right thing? Possibly not. I am not sure that at the end of the day if your customers are looking for … [Continue reading]

Customer Service Agents: The Tale of Two Packages

customer service

Pressure shows the true character and abilities of teams. As much as this may apply to sports teams, it applies to customer service teams as well. The holiday season for many companies is the “pressure” season for their success. Crowds are packing … [Continue reading]

Personal Accountability: Are You a “Tomorrow” Person?

accountability

Are you wondering why you cannot seem to get things done? Are you constantly setting goals but waiting to begin? Are you putting off till tomorrow any big decisions? You're accountability may be living in the land of tomorrow when you … [Continue reading]