Posts tagged as:

motivation

What happens when you can’t help a customer?

2 comments May 17, 2011

I entered the Verizon store in Hamilton Town Center in Fishers, Indiana needing help. Not only did I receive zero assistance, the experience made me question why I was even a customer in the first place. And, it made me wonder — what should we do when we aren’t able to help a customer? My [...]

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Change your mind…

9 comments January 21, 2011

Years ago, a band I really liked named Sister Hazel, had a song I loved called, “Change Your Mind.” The chorus went: If you want to be somebody else, If you’re tired of fighting battles with yourself If you want to be somebody else Change your mind… I hate it that when a political figure [...]

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YOU go first…

5 comments January 7, 2011

My awesome sister, Shelley, has a terrific blog of insights and pictures from a small rural town. Check it out — it’s http://WhatIfItDid.com And, while I am obviously “brother-proud” of the pictures she shoots and the insights she shares, there was a quote from a recent post that really struck me: “Treat everyone with politeness, [...]

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R-E-S-P-O-N-S-I-B-I-L-T-Y

3 comments January 5, 2011

For some strange reason, I STILL remember the story. It was in our Reading class — probably now it would be called “Literature” — in the latter years of elementary school. It was about a young boy growing up on a farm, which was hit by a blizzard while his father was stranded in town. [...]

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How did your organization live its values TODAY?

3 comments December 14, 2010

I was in the middle of writing this post, when my friend @MikeCane Tweeted a blog post that hit me between the eyes. The Hole in the Soul of our Culture: part 1 from Tara Hunt is filled with great observations and challenging insights. Here’s the fundamental point I was writing, and which she expresses [...]

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“If it was good enough for…”

5 comments December 13, 2010

In the beginning of my speaking/seminar/consulting company in the early 1980′s, I pretty much worked exclusively in the industry of agriculture. Farm implement manufacturers, seed companies, ag chemical distributors, and the like were almost 100% of my business. A fundamental problem that dealers in the various lines of agribusiness would express to me was that [...]

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Winning and losing…

5 comments December 10, 2010

It’s the last day of a phenomenal trip. I have not been home in almost a month…first off for the National Speakers Association Board of Directors meetings in Phoenix…then to Bangkok for our Business Transformation Seminar…to Kuala Lumpur for three great programs…Bahrain for two fantastic events…and, finally, here in Barcelona for a cutting-edge global conference [...]

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It was thirty years ago today…

3 comments December 7, 2010

Monday night was always laundry night. I was a radio personality at 1010 WCSI radio in Columbus, Indiana. On Mondays, I always washed my clothes, put up the ironing board in front of the television, popped some popcorn, and spent the evening doing chores while watching Monday Night Football on ABC. It was all a [...]

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Customer confrontation as a sales strategy…

2 comments November 28, 2010

OK, I’m sitting in the Kuala Lumpur airport awaiting the departure of my long flight to Bahrain — about eight hour trip with a five hour time change — and I’m reading the New York Times story about this jerk who has a very basic business strategy: Create a customer experience so vile, so awful, [...]

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More the same than different…

1 comment November 24, 2010

It was a great question, asked near the conclusion of our Business Transformation Seminar in Bangkok, Thailand yesterday. “What major cultural differences do you see from one nation to another in regards to customer service?” It must be a part of the psychology of human beings to believe we are different from those individuals or [...]

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