Run and Grow
6 Crippling Customer Service Non-Calls
The most devastating customer service calls are the ones you don’t get. They are far more damaging to your business that the ones you get a chance to answer and respond to. When you have…
Why Virtualization Is Good for Your Business
If you have ever split your computer drive into multiple partitions, you have engaged in what is known as virtualization. A drive partition is defined as a logical division that splits your current hard drive…
How to Use a Law Index
Economic trends probably aren’t the first thing on your mind when you wake up in the morning. In fact, you probably give little thought to economic trends ever unless you work in the financial sector….
Building a Loyalty Model
The kind of loyalty model I will be discussing in the next several blogs is a basic business model that is often used in strategic management. The basic premise of the model is that customer…
Another Look at Your Customers
In my previous blog I discussed the tyranny of the urgent and why is such a limiting perspective in understanding customers. I closed the blog by pointing out that the focus should always be on…
Building from the Ground Up: Why You Should Hire for Leadership Potential
Promoting your employees internally has a lot of upside: those promoted perform better in their first two years of being hired, are more likely to be successful in their new role, and improve morale and…
Risk and Return
I was lucky to be able to be a jump judge recently at the Red Hills Horse Trials in Tallahassee. The horse trials consist of many difficult jumps that horse and rider have to make…
How Evolving into a “Tech Company” Could Secure Your Future
How broadly do you define your business? We’re living in an age where business success is shrouded in a conundrum. Let me explain what I mean by that. Regular readers of these pages are well…
How to Use Facebook’s New Job Post Tool to Staff Up Faster
Staffing up is tough right now. We’ve got the lowest unemployment in 10 years in the U.S., and record number of job openings. Basically, all the good employees have jobs. That makes hiring hard. How…
Who Are You Listening To?
The “tyranny of the urgent” is a phrase that is commonly used when working in a service environment. The phrase reminds people that “urgent” requests often take priority over “important” requests. Service managers often find…
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