In 1986 Jan Carlzon, former president of Scandinavian Airlines wrote a book called “Moments of Truth”. As Carlzon says, “Anytime a customer comes into contact with any aspect of a business, however remote, it’s an opportunity to form an impression.” Read More
I was cleaning out files last week and ran across a list of questions one of my roundtable members shared three years ago. They are as relevant today as they were then. Read More
One of my favorite months of the year is September. O.K., partly because it’s my birthday month (yep, I’m a Virgo), but it’s also the month that a new crop of bright-eyed, bushy-tailed juniors and seniors go back to school.
Each year I contact the accounting teacher and/or business teacher at our local high school and ask them to find me two or three of their brightest and best students to be interviewed for an intern position at my company. Read More
What do you think of when you think of fall?
Some of the first things that come to my mind are cool, crisp days, brilliantly colored leaves, and
going back to school. Read More
Have you ever had a bad car-shopping experience? Jim, an acquaintance, was shopping for a high end, luxury car. He contacted six dealerships. All sold expensive cars, yet only one showed
genuine interest. The manager took all the time Jim needed, was highly knowledgeable and even told him when he could come back to look at a new model just being released. Read More
I took a vacation to Las Vegas last week. I’m not much of a gambler but I love the energy on Fremont Street. The unique characters, the bright lights and the largest gold nugget in the world
have an indescribable appeal for me. (Yes I had fun and no I didn’t win any money.) Read More
The wrong kind of customer can kill your business.
Most entrepreneurs start their business with a customer attraction philosophy of “bring ‘em on – the more, the better!” Read More
A couple years ago a member came to my roundtable with the following issue: “My Dad is dying from cancer in Michigan and I have to be with him. I don’t have anyone trained to run my company when I’m gone. What can I do?” Read More
Last week a friend was venting his frustration about his neighborhood coffee shop. Early every Saturday morning he goes for a run, planning to stop to read the newspaper and have a leisurely cup of coffee when the shop opens. Read More