AmazingServiceGuy.com » difficult

Do you really know what your customers want?

Kevin Stirtz — Tue, 20 Oct 2009 12:57:46 +0000

One of the biggest challenges any business organization faces is knowing what their customers want. It’s arguably the most important, most difficult and yet most ignored information in our organizations.

It’s important because we cannot give our customers what they want (or how they want it) if we don’t know. And guessing doesn’t count. Yet the reason customers come to us (and give us money) is to get something. They need our help in the form of a product or service. Fail to give them what they want and they’ll disappear faster than a light snow in July.

It’s difficult because it’s hard to get inside other people’s heads. As Seth Godin writes, it’s hard to empathize. I like his advice because it keeps us honest. We SHOULD try to discover what our customers want. But we should also remember, we may never get it 100% right.

It’s ignored often because of arrogance. We think we know what others want. But what we really know is what we want. We see the world from where we stand so it’s natural to assume everyone else does too.

And it’s ignored because what our customers want seems simple enough. If I own a shoe store, they want shoes from me. If I run a coffee shop, they want hot coffee and a fresh pastry every morning. Not terribly complicated, right! Wrong.

The truth is we may never know exactly what all our customers want. That’s okay. But that doesn’t mean we stop trying. Just because we can’t reach perfection doesn’t mean we shouldn’t try. We need to constantly discover and rediscover what they want and how they want it. And there’s only one effective way to make this happen.

Talk to them.

Make it a habit to engage your customers every day and in every way. I’m not talking about surveys either. Just find ways to have natural, genuine conversations with your customers. Encourage and reward your employees for doing so.

You’ll learn more about what your customers want. Even better, you’ll show them you care about what they want. And you’ll find your customers appreciate your asking. You’ll find some of them want to help you do better. You’ll develop clsoer and stronger relationships with them.

And customer loyalty will go up while price become just a little less important to many of your customers. Because you’re giving them what they want.Other articles you might like:

Amazing Service News: Radio, interviews, products and more!

Kevin Stirtz — Wed, 14 Oct 2009 22:30:39 +0000

Here are a few updates on what’s happening at Amazing Service headquarters these days.

Kevin Stirtz speaks at Small Business Forum

A few weeks ago I was asked to be a part of a small business forum at Minnesota Public Radio in St. Paul. It was sponsored by the UBS Forum as part of MPR’s Public Insights initiative. As a group we talked about how businesses were weathering the recession and what we, and our clients, were doing to be successful despite a challenging economy.

The broadcast aired at noon today but you can listen online here.

The Amazing Service Guy is on CD!

This summer (seems so long ago!) I was interviewed by the always entrepreneurial Kristina Evey, herself a customer service guru. This was part of a 12 CD product Kristina has developed called:

Customer Centric Conversations

I recently saw the product on her website and I was shocked. Shocked at the quality and caliber of other people she had interviewed! She assembled a veritable “who’s who” of the customer service consulting world. Here’s who she interviewed for this project: Scott McKain, Mark Sanborn, Joe Calloway, Lisa Ford, Larry Winget, Shep Hyken, Phillip Van Hooser, Mark Mayberry, Chip Bell, Arnold Sanow, and Bruce Matza and of course, me. All I can say is “wow!” I’m honored and humbled to be in this group.

Her product is definitely worth the price. I don’t know where else you can get over 12 hours of quality information on this topic all in one product. And I love the fact that it’s audio, so you can listen while driving, flying, jogging or whatever.

You can learn more about her 12 CD set here.

(Note: I do not receive any commission from this product.)

Amazing Service Training Kits Coming Soon

I am developing a series of kits you can use to teach Amazing Service to your employees. They will cover a variety of topics such as:

Choose to be Amazing
How to go the extra mile
Turn complaints into lifetime customers
Staying motivated to deliver Amazing Customer Service
How to be a solutions provider (and a problem solver)
Proven tools to handle difficult situations
Using Amazing Service to strengthen your brand
Discovering and exceeding customer expectations
Delivering Amazing Service to your internal customers
How to be an Amazing communicator
How to tell a customer no and keep them smiling
Deliver Amazing Service using email, social media and other technology

The first Amazing Service Training Kit will be ready in mid-November. It will be on the topic of using Amazing Service to strengthen your brand and attract new customers.

If you have an interest in any of these topics, please let me know. I will be creating one every 4-5 weeks. If a certain topic is more popular I will make it a higher priority.

Each Training Kit will enable you to conduct live training sessions at your company (or virtually, if your people are remote). They will include PowerPoint slides, handouts, questions, discussion starters, lecture notes and suggested activities.

Please email me if you have suggestions, comments or if you want to be notified of these when they become available.

Thanks for reading. Have an Amazing day!

Kevin StirtzOther articles you might like:

Do you know companies like this?

Kevin Stirtz — Thu, 08 Oct 2009 14:15:04 +0000

Logically we know when customers complain, they’re giving us useful information. But emotionally we don’t like to hear it. Especially since some customers tend to be a little rough about how they deliver their feedback. And employees get tired of being beat up by customers, all the while knowing nothing will be done to prevent future complaints of the same kind.

But Frank’s boss (above) got it wrong. And though we know it, and Frank seems to get it, there are still many companies that act like Frank’s boss. They think the solution to complaints is to make it difficult for customers to make them.

If you want more loyal customers, it’s easy. Be the opposite of Frank’s boss. Engage your customers more. Make it easy and convenient for them to give you feedback. You’ll see amazing results faster than you can say ‘customer attrition’.

Other articles you might like:

To improve customer service get back to basics

Kevin Stirtz — Tue, 29 Sep 2009 20:50:17 +0000

Here is your Daily Dose of Amazing Service:

Get back to the basics

And here are some additional thoughts on this topic…

I read a news item recently that quoted well-known venture capitalist, Anthony Lee on the state of customer service in his industry. He compared them to United Airlines, which says plenty. More interesting was how Lee suggested they improve:

“…promptly return calls and emails, pay attention during company pitch meetings, be quicker at saying “no” to entrepreneurs, and be more accountable to entrepreneurs.”

Nowhere in his short list do I see anything difficult or complicated. They’re all basic things that should be done without thinking. They’re all common sense and common courtesy. Yet, for many companies, they’re not at all common.

What basics of customer service could you do better? Make a list of common courtesy customer service things you should do. Then ask your boss or a co-worker to help you by offering feedback using this list as a guide. Do this for at least two weeks and see how things change.Other articles you might like:

Match your actions and attitude for better customer service

Kevin Stirtz — Thu, 17 Sep 2009 20:53:08 +0000

Here is your Daily Dose of Amazing Service:

Match your actions and attitude

And here are some additional thoughts on this topic…

This can be difficult to correct because people who do it rarely realize it without frequent and direct feedback. It happens when an employee does almost everything right. They are friendly, polite and attentive. Everything seems fine and then wham! Instead of stopping at your table, handing you your food and interacting with you, they rush by, barely slow down and almost throw your food at you. Or they swing by your table to fill a drink or remove empty dishes and they never stop, never talk, never even make eye contact.

Their actions are not completely aligned with their attitude. There’s a mismatch. As customers we see it and feel it. It’s like someone hitting the wrong note during an otherwise beautiful song.

One reason I think this happens is employees get busy and their sense of urgency takes over in parts of their job. It’s not that they’re upset or angry. They are just moving too fast. And they never realize how their actions send the wrong message.

When you are a customer, be aware of situations where an employee’s behavior seems at odds with their attitude. What situations feel wrong, like something is out of sync? Pay attention to these and apply them to your own work so you can avoid doing the same thing to your customers.Other articles you might like:

Improve customer service by putting yourself in your customer’s shoes

Kevin Stirtz — Mon, 14 Sep 2009 21:11:31 +0000

Here is your Daily Dose of Amazing Service:

Put yourself in their shoes

And here are some additional thoughts on this topic…

Think about when you’re the customer. How do you feel and what do you want from people you buy from? What are the top three things you want from them? Most people want similar things like courtesy, helpful information, solutions (rather than dead-ends), a friendly smile, fair value and quick service.

What about when you’re angry or frustrated with a company or person you do business with? Think about the emotions you have in those situations. And consider your motivations too. What drives you in those interactions? What actions do you want from the people you do business with? How do you want them to resolve your complaints?

We all wear at least two hats. One is our “service” hat which we wear when we are serving others. Another is our “customer” hat. Keep both of them handy at all times as a reminder to put yourself in your customer’s shoes.Other articles you might like:

Customer Service Book Review: Customer Service for Dummies

Kevin Stirtz — Tue, 25 Aug 2009 13:08:50 +0000

Customer Service for Dummies

Customer Service Book Review: Customer Service For Dummies (For Dummies (Business & Personal Finance)) by Karen Leland and Keith Bailey

This is a useful nuts and bolts type book. It’s not sexy or shocking in any way. It does what it should: It offers practical, proven ideas and guidance to help any organization improve customer service.

This hefty (408 pages) tome covers a lot of topics. From service selling to help desks, call centers and IT departments. The authors provide help for management to create a customer focused organization. And they offer tactical tips and advice for customer facing employees to sharpen their skills.

As expected, this book also has a section on dealing with challenging, difficult and angry customers. They also offer tips on how to say “no” in an appropriate way.

A nice value add is the section on delivering customer service using technology. They talk about web sites, CRM email and other technology tools that impact customer service on both sides of the transaction.

Some quotes from business publications about this book:

A ‘must-have’ manual for companies of all sizes – from the sales proprietor to the largest corporation. -Home Business Journal

Excellent…Provides lots of step-by-step tips. -Small Business Opportunities

Readers have given this book 5 star reviews at Amazon.com. If you want to improve customer service in your organization, it’s worth a look.

Find more information about this book here.
Other articles you might like:

An apology can deliver better customer service

Kevin Stirtz — Thu, 20 Aug 2009 13:46:48 +0000

Here is your Daily Dose of Amazing Service:

Apologize if the customer feels you or your company let them down.

And here are some additional thoughts on this topic…

An apology is a bridge-builder. It can mend a broken relationship faster than anything else. And it shows the customer you are willing to take responsibility for helping them get what they want.

When you apologize, you’re not necessarily taking blame for causing the problem. But you are taking responsibility for resolving it. A sincere apology can turn angry customers into loyal customers. And, it’s easy to do!

Think of the last time you were a customer and you had a complaint. Did the person helping you apologize? If so, did it help resolve the situation? If not, do you feel they should have?Other articles you might like:

Is there such a thing as too much customer service?

Kevin Stirtz — Mon, 17 Aug 2009 16:47:58 +0000

In my world customer service is a high priority. It’s easy to argue that it’s never been more important. Especially in this difficult economy, more and more businesses are finding if they improve customer service they can increase customer retention.

But it’s possible to go too far.

A recent article at ManagementToday.com points to a study done that suggests too much customer service can hurt profits. And I agree. Too much of anything can be a bad thing and that includes customer service.

That’s why we want to remember the cardinal rule of Amazing Service:

Give your customers what they want, in a way that works for your company.

Whenever you try to do everything for everyone, you’ll wind up in trouble. Any efforts you make to improve customer service need to be tempered by reality. You need to stay within the parameters of what works for your business. You need to remain profitable. And you need to run your business in a sustainable way.

So you can’t give every customer everything they want.

The good news is, customers get this. At least the good ones do. The rest need to be educated or evacuated. Your business exists for a reason. It has the ability to serve you, your employees and your customers. But it can’t be all things to all people. So focus on what you do best and whom you can serve best. Then give them what they want in a way that sustains you and your company.Other articles you might like:

What would help you improve customer service?

Kevin Stirtz — Mon, 03 Aug 2009 16:25:20 +0000

I need your help!

Here at Amazing Service Guy Headquarters, I’m busy planning a new set of customer service products. These will be focused on one topic with the sole purpose of helping you improve customer service in your organization.

But before I roll my sleeves up and get to work, I’d like to know what you think. (Because that’s what matters most.)

I’ve chosen a few topics to start the conversation. But if you have other ideas – other topics you feel are more useful right now, please share them.

Question #1:

Of these topics, which do you think companies would find most useful in this economy:

1. How to handle customer complaints effectively
2. Dealing with angry customers and difficult situations
3. Using customer service to increase repeat business and customer retention

Question #2:

What format(s) would you find most useful for a product intended to help you and your team improve customer service:

1. Book
2. eBook
3. Audio – CD
4. Audio – MP3
5. Webinar
6. Online interactive course
7. Live workshop
8. Other (you fill in the blank!)

If you have other comments or insights you’d like to share, I’m all ears, so let me have it!

Please use the COMMENTS form below or send me an EMAIL.

Thanks for your help. I am grateful for your time and thoughts.

Kevin Stirtz
The Amazing Service GuyOther articles you might like:

Focus on Solutions for Your Customer, Not Dead Ends

Kevin Stirtz — Wed, 08 Jul 2009 13:11:41 +0000

Here is your Daily Dose of Amazing Service:

Focus on solutions for your customer, not dead ends

And here are some additional thoughts on this topic…

When you fail to help a customer, you’re giving them a dead end. When all you do is quote policy or simply tell them “we’re all out” of whatever they want, you’re giving them a dead end. Dead ends give customers only one option: Go somewhere else to get what they want.

Dead ends push customers away. On the other hand, if you focus on solutions, you’ll build customer loyalty. Your customers will see that your goal is to help them. So they’ll keep coming back.

Always focus on finding a solution. No matter what they ask for, you can almost always find an alternative, even if it’s sending them somewhere else.

Make a list of all the requests, concerns and complaints you get from customers.And, keep track of how your company has responded to them. If necessary, have team meetings to brainstorm ways to handle difficult or challenging requests. Then make these lists handy for every employee, so they instantly know how to help customers.
Other articles you might like:

Connect with your customers

Kevin Stirtz — Wed, 01 Jul 2009 15:00:54 +0000

Here is your Daily Dose of Amazing Service:

Connect with your customers

And here are some additional thoughts on this topic…

Recently I reached out indirectly to several large companies. As a customer I’ve had less than desirable experiences and I wanted to let them know. But neither of them make it easy to offer feedback. A visit to each of their websites reveals no quick and convenient way to communicate. No phone numbers, no email address and no “Contact Us” links, buttons or forms. So I delivered my message using Twitter and other social media (because it’s convenient for me). Neither responded. So, from my perspective they either didn’t hear me or they don’t care. Either way, I feel like an invisible customer.

Both these companies have a lot of competitors for my business. By making it difficult for me to connect and ignoring my attempts to communicate, they risk losing me as a customer. No matter how good their products or services are they are putting my customer loyalty at risk by failing to connect with me. This is a vital part of the Customer Loyalty Formula. No matter what business you’re in you need to connect with your customers or you’ll give them a reason to leave.

How are your customers able to connect with your company? Can they call and get a real person easily? Can they email someone and get a human response? Can they reach you through Twitter? Is it easy and convenient for your customers to make direct human contact with someone at your company? If so great! If not, why? And how can you change it?Other articles you might like:

Complaints Are Just Feedback

Kevin Stirtz — Mon, 22 Jun 2009 13:01:19 +0000

Customer complaints. The term is enough to make our hearts pump and our blood pressure jump. We hate dealing with them. We hate even knowing about them. A complaint means someone in our company has made a mess and we need to mop it up. And it means we have a angry customer to placate.

In most companies customer complaints are shunned, ignored or marginalized. This is too bad. It’s like dumping money in a river and watching it float away. Because customer complaints are one of the most valuable assets an organization has.

Complaints are better than gold. They offer you the opportunity to increase customer loyalty. Customers who are impressed with your response to a complaint are more likely to be loyal. They’ll buy more and tell others how wonderful you are.

Complaints offer you valuable information to improve your business. A complaint is a customer telling you what they want. This is critical if you are going to attract and keep loyal customers. Many companies never bother asking what their customers want. Others pay for surveys and research. But complaints are free. And they come directly from your customers so they’re accurate.

Start seeing complaints for what they are: feedback. Encourage your customers to give you feedback. Reward your employees for acquiring it. Then do something with it. Make it available to all your employees. Talk about it. Analyze it. If you’re unclear what it means ask your customers for more details.

Make it easy and convenient for your customers to give you feedback. Thank them for it. Let them know what you do with it. Make it clear that you value and expect feedback.

Do this and you’ll never have another complaint. Instead you’ll have a never-ending flow of priceless information to improve your business.Other articles you might like:

Make it Personal But Don’t Take it Personally

Kevin Stirtz — Wed, 27 May 2009 14:00:22 +0000

Here is your Daily Dose of Amazing Service:

Make it personal but don’t take it personally.

And here are some additional thoughts on this topic…

One of my favorite lines in one of my favorite movies (You’ve Got Mail) is when Meg Ryan’s character says:

Whatever else anything is, it ought to begin by being personal.

Despite what Donald Trump likes to say, I agree with Meg Ryan’s character. Whatever we do should always be personal. Just because we’re getting paid to help someone doesn’t mean it should be a cold, impersonal, unfeeling transaction. Leave that for the auto-attendants and self-service checkouts. People like working with people who like people. We’re attracted to others who treat us well. And making it personal means we treat others well.

But, don’t get caught in the trap of taking things personally at work. When a customer is angry or complaining, it’s easy to believe they’re blaming us. They’re not. They’re venting. They are blaming the system, the company or maybe a co-worker. Remind yourself to let the negative stuff bounce off your Teflon coated hide. Don’t take it personally.

For the next three days, review how you work with customers. How could you make your interactions more personal, more warm, more human? Would it help to see your customers as a friend or family member? Other articles you might like:

How to Handle Customer Complaints: Tip 2

Kevin Stirtz — Thu, 21 May 2009 17:05:04 +0000

Here is your Daily Dose of Amazing Service:

When handling a customer complaint, let them vent.

And here are some additional thoughts on this topic…

When you deal with a customer who is complaining (or as I prefer: “offering feedback”) often they’ll be angry. And even if they’re not visibly upset, they still want to have their say. They want to tell you something they feel is important. So let them.

Don’t interrupt. Don’t explain, defend or justify. They don’t care why the problem occurred and they don’t want your side of the story. They are angry and they want to vent. Give them space and time to do exactly that.

Remember most customers will never give you feedback. They’ll leave and not come back. If someone gives you feedback it’s because they want to help you improve your business. Sometimes the price for this is to put up with a little venting. But it’s a good deal.

As you work with customers who are complaining, make a mental note of how you handle these situations. And pay attention to how you feel during them. Then remind yourself, it’s feedback, it’s necessary and it’s not personal.Other articles you might like:

How to Handle Customer Complaints: Tip 4

Kevin Stirtz — Mon, 18 May 2009 16:19:26 +0000

Here is your Daily Dose of Amazing Service:

When handling a customer complaint, ask them how you can make things right. Then do more.

And here are some additional thoughts on this topic…

Too many employees have either no response to complaints or a generic, stock response, like taking money off the bill. But that risks making the customer even more angry if that’s not what they want done. In fact you might even offend someone by offering them a discount.

A better strategy is to ask them what they want. You have be genuine and polite. Most people don’t want much. They usually just want you to listen. But whatever they say always do it and more.

Note: Once in awhile you might get a customer who makes an unreasonable request. Be prepared. Know how far you’re willing to go for any specific customer. Typically, the more they ask for, the less valuable they will be as a long-term customer. It’s okay to “fire” customers who don’t fit your business.

This week, make a special effort to do this whenever you are dealing with a customer complaint. Take note of how your customers respond.
Other articles you might like:

Customer Service Book Review: Choosing Civility

Kevin Stirtz — Thu, 07 May 2009 22:21:14 +0000

Customer Service Book Review: Choosing Civility: The Twenty-five Rules of Considerate Conduct by P.M. Forni

After discussing why we don’t treat each other as well as we should and why we should treat each other better, Forni offers 25 rules to help us implement his advice. He gets very specific about the ways we can treat each other better, every day.

I like this book for two reasons.

One, because it puts the accountability where it belongs: On me. I can’t improve my relations with other people by expecting them to change. I can’t do it by labeling them, criticizing them or judging them. All I can do is change what I do and how I do it.

This is especially important in customer service because we deal with a wide variety of people. And it’s too easy to lay the burden of a difficult situation at the feet of the customer. “I’d be nicer to customers if they were nicer to me” we tell ourselves. We expect other people to behave according to our standards yet we ignore our role in the relationship. This book helps us remember, our behavior is our responsibility. It’s our choice.

Two because it offers specific suggestions on how to be more civil. It’s useful and can be implemented right now. It goes beyond theory and stories. It leaves your with specific things you can do to treat people better in all areas of your life.

Read this book and follow its advice and you can’t help but see better results in your personal and professional relationships.

Find more information about this book here.Other articles you might like:

Radio Shack Employee Charged with Hitting Customer

Kevin Stirtz — Fri, 01 May 2009 14:15:54 +0000

You know you’ve wanted to. We all have. “You want customer service, I’ll give you customer service”. Pow!

Let’s face it, unless you have the moral fiber of Mother Teresa or Mahatma Gandhi, you’ve had a moment where you’ve wanted to pop a customer. I know I have.

But we don’t actually do it. Well, most of us don’t.

According to a story on CNET.com, a Radio Shack employee was charged with punching a customer, rather than letting him talk to the store manager, as he requested.

I don’t know the details. I don’t know exactly what happened. Maybe the customer deserved a good smack. But that doesn’t mean you should hit them. Violence is not the answer.

So, what is the answer?

There are many things you can do to resolve difficult customer situations. Here are a few reminders.

Remember you are there to help the customer.
Apologize if the customer feels they’ve been wronged.
Listen and let them vent. (Don’t interrupt.)
Get help from your manager or another employee.
Do not explain, defend or justify.
Find a solution. (Get the customer’s input as you do this.)
Assure them you’ll fix the problem so it won’t happen again.
Thank them for their feedback.
Remember you are there to help the customer.

No, you’re not seeing things. Yes I wrote the same reminder first and last. Because it’s that important. If we ever forget we’re here to help our customers then we’ll never get it right. This has got to drive everything we do.

So what about you?

As a manager, how do you help your employees deal with challenging situations? Or, as a customer facing employee, how do YOU handle these situations? I’d like to hear your thoughts.Other articles you might like:

Here’s a Great Way to Communicate with a Difficult Customer

Kevin Stirtz — Fri, 24 Apr 2009 14:04:56 +0000

While traversing the Web recently I found a site I’ll be visiting again frequently. It’s called Not Always Right. It’s full of funny customer service examples as told by the employees. Most of them involve challenging (and often unintentionally funny) customers.

Here’s one I especially like:

Customer: “Excuse me, do you sell baked chicken here?”
Employee: “Sorry ma’am, this is a bakery. There is a deli a block down the road.”
Customer: “Exactly, this is a bakery. You should have the baked chicken I need.”
Employee: “No, we sell baked goods here, like bread and cake. The deli is just a block away down [street].”
Customer: “You sell BAKED goods at the BAKERY and I want BAKED chicken.”
Employee: *tries something different* “Umm… we’re sold out.”
Customer: “Oh. Well, I guess I’ll go to the deli down the road then.”

I like this because the employee figured out exactly how to connect with this customer: Step into the customer’s world.

Too often we expect the customer to see things from our perspective. We want them to come over to our side of the fence. And why not? Life’s easier when others cater to our needs, right?

But we’re here to serve our customers the best way we can. That means we go to their side of the fence. We use their language and we try to see the world from their point of view (even if it is silly). And when we do this, it works. We connect with them. We are better able to give them what they want, in a way that works for us.

That’s what Amazing Service is all about.

Other articles you might like:

Now is The Time to Innovate

Kevin Stirtz — Tue, 07 Apr 2009 15:16:49 +0000

In a recent article on airline performance and customer service, the author cites the 19th annual Airline Quality Rating which shows most airlines had improved their on time performance and their customer service in 2008. This sounds like a welcome change for any of us who travel.

But one of the study’s authors noted that passenger volume was down for the same period. He suggested that made it easier for airlines to improve service:

“We know the system performs better when it’s less stressed by high passenger volume,” said Dean Headley, an associate professor of marketing at the W. Frank Barton School of Business at Wichita State. “The economy scared away both business and leisure travelers in 2008.”

Taking the idea further, Headley’s colleague, Brent Bowen said this:

“We saw this happen after 9/11, so the ratings didn’t come as a real surprise,” Bowen said. “It’s clear from the rankings that now is the time to invest in new infrastructure and upgrade technology. Now is the time to innovate.”

This is good advice for all of us, not just the airlines.

During difficult economic times we can react in many ways. One response is to simply work harder. Do more of what has worked in the past. Another is to cut costs to the bone. Yet another way to respond is to use this time to find new and better ways to accomplish what we want to accomplish. In fact we might even redefine what it is we want to accomplish.

If airlines can improve customer service when revenue drops then most of our organizations can too. A benefit of reduced demand is you have more time and more resources to focus on solutions and improvement. Sure you have to plan and allocate well so the bills get paid. But times are changing. Some industries will never have the revenue they once did. Some might even disappear.

This might be your only opportunity to step back, take a breather and do some creative thinking about the future. As Bob Dylan said, “the times they are a changin”. That’s never been more obvious than it is today. Don’t let change pass you by. Build your successful future by taking time today to innovate.

How is the economy affecting your organization? What changes are you making to build a stronger organization?
Other articles you might like: