Pivot or double down
I hear the word “pivot” a lot lately. It seems like everyone is pivoting or they think they should consider pivoting. It seems like it’s the new business buzz word during this pandemic, but I’m not sure I completely understand…
Observations about leadership – yesterday, today and tomorrow.
A colleague of mine used to say, “even a turkey can fly in a stiff wind!” We worked in a very cyclical business and we both had witnessed our fair share of euphoric ups, and the most horrific downs. Specifically,…
Four attributes of great organizations
Over the past few years, I’ve had the very good fortune to work for, and consult to, some great organizations in both business and the not for profit sector. Some of these organizations are very large, global and market leading,…
A few small tweaks to immediately improve sales!
One key message that I keep repeating to all my clients lately is this, “none of us can predict the future, but we can sure be better prepared for it.” General uncertainty about the future is bad enough but uncertainty…
“The 6 step customer survey for real results that matter”
Like you, I get lots of them. Usually an email, sometimes a text, if I’m really lucky I’ll get a phone call…....right in the middle of dinner or the hockey game! The “CUSTOMER SURVEY”. It’s a well intended, very important,…
“Measuring customer satisfaction at the end of the work – that’s too late”
Sometimes we get so focused on completing the work for our new customer, that we forget to check in with them along the way to ensure they are happy with us. Missing that opportunity to talk with them and find…
Recruiting is marketing!
I’m sure you’d agree, you need high quality staff in order to achieve success in your business. The question for you is, in the current employee market, are you able to attract and hire enough of these people? Today I…
Elevating trust quickly in your B2B relationships – 5 critical steps.
Have you had occasions where you thought everything was going really well with a new prospective business relationship only to have it fall apart right in front of your eyes? Did you get right to the “proposal accepted” stage, and…
5 key steps to building unbreakable customer trust (FAST!)
Like any relationships in our lives that we try to develop, cultivate and nurture, the customer relationship is as complex as any. If you’re in a direct customer service business like retail, food, or accommodations, you know you have precious…