Have you ever heard the phrase, “horizontal turnover”? This is where the jerk stays and the team around him or her leaves. This happens more than you think, especially in a sales driven culture where top producers are god-like Rock Stars to management. How can it happen? Easy: They get hired, and once in, their…
Surprise is a good thing when followed by the phrase, “Happy birthday!” Otherwise, it’s a negative emotion, and when it happens in a customer-provider relationship, it’s a source of dissatisfaction. Regardless of what you sell or who you serve, your customer’s expectations need to be met for you to succeed (in their eyes). In fact,…
The bigger we get the smaller we have to think. Customers still walk in one at a time. – Sam Walton A story is told of how many years ago a man conned his way into the orchestra of the emperor of China although he could not play a note. Whenever the group performed, he…
The early bird catches the worm. I hate that phrase. I find it irritating because of the origin behind it, the idea that in order to succeed, you must wake up and get to work early. I’m going to have to disagree with this concept. I’m a night owl. I have little desire to be…
Recently a brilliant friend and colleague described to me how she felt attending a professional meeting where she didn’t know anyone sitting around her as being, “awkward and painful,” when she found herself at a loss for how to break the ice with someone she doesn’t know. Here was someone who has so much to…