Last week I was speaking with my friend, Ben*. He's a business owner who opened his doors a few weeks ago. His business is built on high touch, face-to-face sales. One of his employees asked him if she could start using the Internet and phones to sell. This would be a BIG change to his business model. He had many concerns. Legitimate concerns about things like costs, closing ratios, and the like. He was trying to come up with all of the answers himself. This happens a lot. A manager … [Read more...]
Another Beginning’s End…. Ask to end the next beginning.
May 3, 2011 by
We (the U.S.) worked with many to pave the way to capture or kill Osama Bin Laden. We invested in, weaponized and trained nations and tribes over the last 10 years. In the 1980's (and the 30+ years prior) the U.S. invested in, weaponized and trained nations and tribes to pave the way to defeat Soviet Russia. When Soviet Russia fell, we celebrated the end of the Cold War. We moved on. We abandoned many of those we supported to oppose the Soviets. Some of those we abandoned went rogue. … [Read more...]
The Franchise: A Tiger’s tale on finding joy in adversity
May 2, 2011 by
Brad and I got in the car. I offer Brad a blanket. My car doesn't have heat. The temperature was in the 20s. I started the car. And started driving. Brad thanked me for giving him a ride. It was a bit cold to ride his bicycle that day. I don't know a more joyful man than Brad. He lives an inspirational life. Brad's the kind of man who lives life with boundless enthusiasm. I dance like a stiff awkward white guy. It's uncomfortable to watch. I've seen Brad dance. He's "all … [Read more...]
I don’t get no respect … this maybe why.
April 30, 2011 by
Rodney Dangerfield made a pretty good living with his trademark line, "I don't get no respect.". He made millions. He started successful businesses. His influence launched the careers of several iconic stars. Here's the funny thing: many people treated him with no respect offstage. He gave them permission when he told them that he didn't get respect (even though it was a character). We give permission to others to do that to us, too. Respect is about helping someone maintain their … [Read more...]
R-E-S-P-E-C-T! Respect the least for the most respect.
April 29, 2011 by
Sunday, I met a homeless man on the street (I wrote about it here). I called him "sir" when I spoke to him. I did it out of habit (Thank you, Carol! You were a positive influence :)). He reacted interestingly, "Ooooh, he called me sir!?" His reaction showed that didn't happen too often. He introduced himself by first and last name, Gregory Brown. I introduced myself. Then I went to throw out some broken glass I had picked up from the street. My wife was in the car. She overheard … [Read more...]
The Business of Sleep
April 28, 2011 by
The cost of doing business well is less than the cost of doing it poorly. It's not necessarily less expensive. But the people who do business well can sleep easier knowing they did the right thing even when it cost them more. Their customers sleep easier, too. They may even pay a premium for the better ZZZZZZs. What will you do to help your customer(s) sleep better tonight? … [Read more...]
Customer service done well #DirecTV
April 27, 2011 by
Watching TV in the bedroom was bad for our sleep and our backs. So I moved my DirecTV DVR from our bedroom to our living room. We needed to have an extra cable run to the living room for the DVR. I called DirecTV. The phone rep setup the appointment. The tech showed up early in his 8a-12p window. Good start. When the tech got here, he reviewed the work order. The work order was to unplug and move a DirecTV receiver from one room to another. Big difference between unplug and replug … [Read more...]
Wrong today, right tomorrow.
April 26, 2011 by
I had a great surprise on Saturday morning! I woke up, picked up my phone, checked my email. I saw an email from Feedblitz. When I opened it, I saw my post from the day before. Sweet! My subscriber service is working. Just visit my blog site to sign up. I've been setting up Feedblitz to handle subscribers to my blog. It's been a bit frustrating as I've muddled through unsuccessfull a few times (I'll take help if someone wants to offer). The email form wasn't perfect. I'm still … [Read more...]
If you invite someone, let them in.
April 25, 2011 by
Today is Easter. Jennifer woke me up at 7:15. Her voice filled with concern. "I'm bleeding." These are not the words a husband wants to hear from his wife heading into her second trimester with twins. We thought to call Jennifer's brother, Craig, who's a doctor. They had a conversation of what to do next. After that call, we called our doctor. The answering service picked up. We gave them the appropriate info - name, situation, symptoms and where we are in the pregnancy. Our doctor … [Read more...]
You gotta have faith…
April 24, 2011 by
What is that thing ... the idea, the vision, the cause you believe in that you're not acting on? What might happen if you lived as if you were willing to die to make that thing real? Might you find new hope, new promises, new life? Which is worth more - creating the idea, the vision, the cause you believe in or having the house, the car, the handbag, the shoes, the popularity? Faith has come to mean believing. If I accept something to be true, I can claim to have faith in it. … [Read more...]
