I was having coffee with a business owner last week. He was describing some of the challenges he was facing. He wrapped up his litany with the words, “Running my business just isn’t fun anymore.”
Do You Give Your Customers Moments Of Magic Or Moments Of Misery?
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.”
Light Bulb Moments – Bring ‘Em On!
I love going to conferences and being exposed to new ideas. That’s why I attended the MREA Energy Issues Summit last week and that’s where I had my most recent “light bulb” moment.
Noble Goals?
Kent Gilmore, President of Nahan Printing talked yesterday about business strategy. He’s an engaging speaker who brought business concepts to life with his experiences and anecdotes. The ideas he shared were absolutely relevant to members of my roundtables.
Should you ever fire a customer?
Some truths are universal. •The sun rises in the east •The truth is the truth even if no one believes it •Nature weeds out the stupid
Heartbroken
This is a word I hardly ever use and one I don’t hear others use often either. It’s a powerful word, defined as “suffering from intense grief – crushed by grief”.
What you hear when you actually listen
I was in St. Louis a couple weeks ago attending a conference. As I waited in line for a lunch table I listened to the conversations around me. What I heard made me realize that we live in a world of divergence. People seemed to either totally agree on a topic or totally disagree. There wasn’t much discussion or
“They beat me up… But I kind of liked it.”
One of the things that I enjoy most about my work is that I get to meet all kinds of people in many different types of businesses. Each individual brings his/her own unique personality, skill set and strengths to the table.
Shrink-wrapped cars & other amusing things
I was on my way to my father’s home in Boyceville, WI last week and stopped in Amery to pick up a few groceries. As I pulled into the parking lot I saw something I have never seen before – an SUV wrapped in shrink wrap. Someone clearly was playing a joke.
Better technology isn’t the answer
This is a true story. Imagine you’re 93 years old and living in a nursing home. Your days run one into another with little diversion. As you sit in your chair, stories of your life play through your mind: your favorite song, your first kiss, your wedding day, your bowling team, the tragic death of your daughter and on and