change

Use faith and frustration to improve

April 21, 2010

The biggest reason we don’t accomplish what we want in our businesses (and, in our personal lives) is we’re not always willing to change when we should. It’s easy for us to keep doing what we’re doing. It’s habit. It’s comfortable. It’s known. Our brains are hardwired this way for some very good reasons. But [...]

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Customers expect (and deserve) more

November 5, 2009

If you’ve been paying attention, you know things have changed in the world of business. As customers, we are smarter than ever. We know we have more options. We know we deserve to do business with companies that help us accomplish our goals. And we understand it’s okay to expect companies that will work WITH [...]

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Has the Recession Improved Customer Service?

May 26, 2009

We hear a lot of talk about how the recession has caused companies to improve their customer service.  In fact, this assertion is almost cliche. And we know why. In a recession, there are fewer dollars chasing the good and services available. This creates much more competition for customers. So businesses need to attract them [...]

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Customer Service Quote for May 20, 2009

May 20, 2009

“If we keep doing what we’re doing, we’re going to keep getting what we’re getting.” -Stephen Covey Author of: The SPEED of Trust: The One Thing That Changes Everything

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Here’s an Easy Formula for Change

May 19, 2009

Here’s an easy formula to bring positive change to your life: (DVP) x (BA) = Change D = Dissatisfaction (with a current situation or condition) V = Vision (for how you would like things to be) P = Plan (actions and strategies needed move you toward your vision) B = Belief (the genuine belief and [...]

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A lesson on changing your organization

December 16, 2008

In my work, I spend a fair amount of time helping people bring change to their companies. That’s what improving customer service is all about. The companies that make a substantial and permanent improvement in how they serve their customers have discovered how to change their organizations. Seth Godin has some useful things to say [...]

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Big Customer Service Improvement Starts with Small Changes

July 2, 2008

Last week I read an article about people called “high-milers”. These folks go to great lengths to get amazing fuel efficiency from their cars. Some have high mileage cars like the Toyota Prius. Others don’t. But they all make it their goal to squeeze every last drop of fuel efficiency they can from their autos. [...]

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What is Leadership?

May 22, 2007

Leadership is what every organization needs and so few have in adequate supply. Part of leadership is what the first President Bush called “the vision thing”. It’s the ability to see what does not exist and then gather, mold and shape the resources needed to make it happen. Part of leadership is passion for the [...]

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