When you’re dying of thirst it’s too late to think about digging a well. ~Japanese Proverb I was dealing with a business that relied on a single supplier for products that represented the majority of its sales. When I asked the owner what he would do if the supplier folded, he answered, “I just do […]
The Power of Passion
Without passion man is a mere latent force and possibility, like the flint which awaits the shock of the iron before it can give forth its spark. ~Henri Frederic Amiel At countless workshops and conferences, I have heard keynote speakers talk many times about passion and how important it is. I certainly agree, and even […]
Don’t Discriminate Against Convicted Felons
Most organizations, both for profit and non-profit, ask the following question on their employment applications: Have you ever plead guilty, or no contest or adjudication withheld?
When Your Business Outgrows Your Skills
Every person starting a business thinks they will be able to run it no matter what. Whether annual sales are $300,000 or $30 million, they all believe there is no one who could run their business better.
Training is not a Cost
I know people are going to think I have lost it when I say training is not a cost, but let me explain. In my mind, training is a profit generator not a cost producer.
Not Saying “No” to a Customer
One of the hardest things to do is tell a customer they cannot have what they are requesting. Simply saying “no” sends the message that you are unwilling to listen or help. It ends the conversation and leaves the customer feeling angry that their concerns are not being heard and their desires will not be met.
Dealing with an Upset Customer
What do you do, if you get a call, e-mail or find out in conversation one of your employees has given poor customer service? Apologize for the issue and promise to look into it?
Problem Employees or Problem Managers?
When I ask managers what their biggest challenge is, it seems like they always say the same thing: problem employees. This is something every business and organization struggles with.
Slogans and Taglines
Countless businesses spend many hours and a lot of money developing taglines and slogans to try to convince their customers they offer something others do not. When used correctly, taglines can be very effective.
Let Your Expectations Be Known
Managing people requires a broad array of skills, but basic management skills are sometimes overlooked. Simply put, staff will not know what to do unless they are told what results are expected.