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During the past several months I have delivered numerous workshops and speeches for clients who were all struggling with the same basic issue: Lack of Clear Expectations. Regardless of the size of the company or the industry in which they competed, I’ve noticed a pattern of three critical areas where failure to set clear expectations has had a significant negative impact on the organization. Continue reading “What Do You Expect?” »
I have some very strong beliefs about what it takes to run a highly successful business and right at the top of my list is: Whoever “owns” the voice of the customer and uses that information to build an organizational culture of Extreme Customer Focus will own the marketplace.
Here’s why: When you focus intensely on your customers and provide customer service that truly meets and exceeds their specific needs, you win their loyalty at a level that is nearly impossible to shake—even when that competitor down the street is offering giveaways and steep discounts, or your market is crowded with dozens of me-too products or services.
Simply put, Extreme Customer Focus produces unparalleled customer service, and unparalleled customer service creates an unfair advantage for you. And what business owner wouldn’t want an unfair advantage? Continue reading “The Secret to Owning Your Market” »
Here are just a few VERY good books that I recommend — PLEASE feel free to add you suggestions!!!
During this week alone I will meet with eight different entrepreneurs who are all looking to start businesses. Some are building mobile apps, some are starting publications, some are going into manufacturing, and one is creating a TV show. Yet even though they’re all over the place with what they are focusing on as a business, my advice about how to be successful as an entrepreneur was just about the same to all of them. Here are some of the key ideas I shared with them for what I feel it takes to successfully create and grow an entrepreneurial business. Continue reading “How To Be a Successful Entrepreneur” »
A few weeks ago a good friend of mine that is starting up a new professional services firm asked me to have lunch with him to talk about what he would need to focus on to be successful in our town. Here is the exact memo I sent to him and I think that much of it applies to just about any business and /or any individual trying to separate themselves from the rest of the market – especially a local market. Take a look through my suggestions and see which ones might work for you and your organization. Continue reading “How to Win in a Local Market” »
Last week I delivered a workshop on the “Leader of the Future” to a group of Directors at the Florida Recreation and Parks Association annual meeting (The FRPA is my longest standing client – 17 years – wow!). Most of these folks have 20 to 30 years in their careers and I told them at the end of the workshop that there was probably very little “new” information that I taught them… but my goal was simply to remind them of the core fundamentals of business excellence and challenge them to take a long hard look in the mirror and see if they were actually living these things every single day in their organizations. Continue reading “The Knowing-Doing Gap” »
How do you build a 25 billion-dollar company?
PEOPLE + SERVICE + CONNECTION TO THE CUSTOMER
Yes, it is just that awesomely simple!
My dear friend, Linda Coles, an absolutely superb speaker, author and social media expert from New Zealand, sent me a note the other day asking if I had read any really good books on how to be an expert at facilitation of meetings. I thought it was a great question, and one that I’ve gotten several times in the past, so I decided I would post my response to her – in hopes that it might be helpful to you. Here is exactly what I wrote to Linda: Continue reading “How To Be An Expert Facilitator” »