If your company is to operate at the highest levels, your team members must be taught — and then continually encouraged — to think their way through situations rather than relying upon you and others for answers or even guessing at a solution. Business owners and managers frequently ask me, “How do you teach people […]
The primary determinant in delivering consistently exceptional customer service experiences is demonstrating you care about your customers first and foremost. The more you and your team care about customers — and demonstrate it — the higher their level of satisfaction will be with you and the products and services you provide. Not only will you […]
With every transaction and interaction, a business gives its customers and the team members who serve them a good, neutral or bad feeling. The last two have no place in a thriving company, while the first constitutes a necessary component to happiness and success. Surely you can recall experiences as a consumer that left you […]
In a previous column, I elaborated on a number of potential negative outcomes associated with bringing personal baggage to work. I described the fall even long-term top performers experience when they’re unable to effectively manage their personal issues. I also explored the domino effect these uncontrolled issues can have on fellow team members, customers and […]
Consumers typically enjoy a variety of businesses from which to choose when they’re in the market for a certain protect or service. And they’re increasingly discerning with their financial resources when looking to satisfy their individual wants and needs. That’s why it’s more important than ever to be consistent in your professional offerings. Exceptional companies […]
Each of us travels between two worlds — the personal and professional. When there’s balance, contentment, purpose, success and happiness in life outside business, that version of themselves people bring to the workplace is very different than if this isn’t their reality. Business owners, managers and anyone else in leadership roles have the largest effect […]
Over the years, I’ve met with many business owners who’ve lost their way in the face of competition with other companies. They’ve taken on negative attitudes toward these businesses and their owners, especially when those businesses have outperformed their own or have come to town and taken market share they once dominated. In these situations, […]
Alignment refers to the degree to which behaviors, motivations, perspectives and skills match up. They don’t need to align completely. In fact, they never do. There needs to be enough alignment, however, so people can travel a path together in business and life where there are fewer obstacles to overcome in the mutual pursuit of […]
The art of delegation often escapes business owners and managers. This leads to stress and the unpleasant feeling of being overwhelmed, taking the fun out of business. The lack of effective delegation also inhibits the growth and development of team members and, therefore, the business itself. A critical step in creating greater happiness and success […]
Customer loyalty is fostered through consistently high-caliber business practices. It happens when customers receive such tremendous value in the quality, quantity and price of your products and services they won’t buy elsewhere. It happens when the customer service you provide is undeniably superior and you satisfy and even exceed their wants and needs on a […]