When was the last time you had exceptional customer service? A “10” on a scale of “10”? Great service? Good? I think we have come to expect mediocre service. We just hope they’re nice to us. Pray they don’t insult us. And we make up all sorts of excuses when we get crappy service like Read more about Book Review: Unreasonable Hospitality[…]
This is an article I first wrote twenty-six years ago about customer service, my son, and the national pastime. It is the single best example of Unreasonable Hospitality I have ever experienced. See the book review below. As it is now baseball season, I am pleased to re-publish the article once again. I often Read more about Lessons Learned at the Ballpark[…]
I first published this article Stay Interviews almost seven years ago. At the time, this was a relatively new employee engagement strategy. It has gotten quite a lot of traction in many companies, big and small, ever since. Are you ready to try it? In the key area of employee retention, this has become my Read more about What Would It Take for You to Stay?[…]
I believe one of the most important roles of the small business executive is “Scorekeeper”. You make sure the score is being kept in your business and that your team members are seeing the numbers they need to see. My experience is that many small business owners see monthly financial statements such as the Income Read more about Five Financial Numbers for Every Small Business Executive[…]
January is a great month for reflection, planning, and getting re-focused. As a business leader, you’re reflecting on your wins and losses in 2022. You’re working on your organizational SWOT analysis, setting the foundation for your 2023 business plan. And you are laser-focused on setting goals and objectives for the new year. In addition, I Read more about Three Questions Every Leader Must Answer[…]
The Twelve Days of Entrepreneurial Bliss-mas (You are welcome to sing along) On the first day of Entrepreneurial Bliss-mas Small Business Matters gave to me; A Huge New Order from my best customer to start the new year (with a large upfront deposit) On the second day of Entrepreneurial Bliss-mas Small Business Matters gave Read more about The 12 Days of Entrepreneurial Bliss-mas[…]
“Do I not destroy my enemies when I make them my friends?” President Abe Lincoln said this in response to an elderly lady who had chastised him for not calling Southerners, who he had referred to as fellow human beings who were in error, irreconcilable enemies who must be destroyed. I have always been highly Read more about Embrace Your Enemies[…]
This month, a client invited me to lead a discussion on one of my favorite books Great By Choice for their national agency meeting. As luck would have it, I wrote a review of the book for this newsletter over 10 years ago. I believe this book is as relevant, if not more relevant today Read more about Book Review: Great By Choice[…]
There are certain types of work that I enjoy most. One of which is asking questions. Being curious. Exploring reality. Wondering. I also enjoy helping my coaching clients achieve success. Supporting their executive efforts. Galvanizing their strategic plans. There are also certain types of work that I don’t enjoy as much. I am not an Read more about BOOK REVIEW: THE 6 TYPES OF WORKING GENIUS[…]
Halloween has always been one of my favorite times of the year. I can remember as a kid dressing up and trying my hardest to scare people as we walked our neighborhood gathering treats. It was fun to frighten others and also to feel frightened myself from time to time. As a small business owner, Read more about Five Scariest Moments for a Small Business CEO[…]