Archive for the ‘Training and Development’ Category

The World is Yours—If You INSIST on Success

Friday, May 15th, 2009

Credit:  © Manfredinim | Dreamstime.com

Credit: © Manfredinim | Dreamstime.com

Neither snow, nor rain, nor heat, nor gloom of night stays these courageous couriers from the swift completion of their appointed rounds.

Most people think that’s the motto of the U.S. Postal Service. I always thought so myself, but it’s not. The Greek historian Herodotus said it 2500 years ago, when Greece was at war with Persia. He said it in admiration of the enemy’s mounted messengers, who wouldn’t let nothin’ or nobody keep them from getting the job done.

Anybody can get strokes from their own team. But you KNOW you’ve got it going on when even the competition is drooling over your results.

It’s all about being unstoppable—about insisting on success, no matter how deep the snow or how hard the rain. Laugh at obstacles, refuse to compromise your goals, and you can watch the world land gently in the palm of your hand. (more…)

Asking the Unreasonable—and Leaving “Good Enough” Behind

Thursday, April 9th, 2009

Most of us live “reasonable” lives, looking at what we CAN do and using that as a guide to what we WILL do. Shoot for mediocrity and you’re guaranteed a bull’s-eye, every time.  But a life worth living is about setting unreasonable goals, doing unreasonable things to make them happen, making unreasonable requests of people every day to stretch them to their undiscovered greatness.

Hey wait a minute, you say.  Times are tough.  The economy’s in the tank.  Everyone is running for cover.  My 401(k) is in flames!  I can’t even count on that pension!

Whoa there.  Deep breath, partner.

If mediocrity is a shallow moat in good times, it’s even less protection when times are tough.  Aiming low and being “reasonable” doesn’t bring out the best of who you are. If you want to enliven your teammates, your kids, your friends, here’s a surefire way to do it:  Make unreasonable requests of them.  (more…)

Moments of Truth: Measuring Where it Matters Most

Wednesday, April 8th, 2009

You can’t monitor and audit every tiny facet of your business, or you won’t have time to run the business.  So where does execution matter most?  It matters most in the critical moments I call Moments of Truth—the moments where execution can mean the difference between success and failure.

Moments of Truth are those critical times when a customer forms an impression of you, deciding whether your offerings and their standards see eye-to-eye.  Though they vary from industry to industry and business to business, every business has them. (more…)

Going (waaaay) Beyond Customer Satisfaction

Friday, March 20th, 2009
Customer Service is Key

Customer Service is Key

Customer satisfaction.  Now there’s a nice phrase.  It’s so, you know…nice.  Everybody likes to be satisfied.

Heck, everybody likes to be fed, too.  But when’s the last time you picked a restaurant just because they would feed you?  EVERY two-bit restaurant will feed you.  Whoop de doo.

Thing is, just about every business will “satisfy” you, too.  They’ll get your dry cleaning done, your package delivered, your hair cut.  So if just about everybody can step over the low bar of customer “satisfaction,” why do we keep talking about customer satisfaction as if it’s a meaningful goal? (more…)

How to Keep Your Sales Culture On the Right Track

Tuesday, March 10th, 2009
Credit:  © Leaf | Dreamstime.com

Credit: © Leaf | Dreamstime.com

There are a thousand different faces of success—and failure, for that matter—each with a different track leading to it.

I’ll assume success is your destination.  What does it look like?  Specifically, what are the values that drive and define your sales culture?

I’m not looking for some secret set of “right answers.”  I said there are a thousand different ways to be successful, and I meant it.  But you can’t aim for all of them at once. If you want to end up somewhere meaningful, something that fits your corporate and personal values, you have to train your sights on a very specific vision of the future, then lay the tracks that will get you there, and only there.

So how do you know which way to head?  (more…)

The Golden Rules of Marketing

Friday, March 6th, 2009
Credit: © Leoblanchette | Dreamstime.com

Credit: © Leoblanchette | Dreamstime.com

Most marketing is based on out-of-touch philosophies and is delivered in such a way that fed-up consumers do not believe it anyway.

American Demographics once said that “Americans trust marketers about as much as the U.N. trusts Saddam Hussein.”  Unless marketers fancy the idea of being ferreted out of a spider hole at gunpoint and hung, that is NOT an analogy to celebrate.

Over 70 percent of U.S. adults believe marketers exploit and mislead them.  You can’t create a marketing strategy that works until we accept it. When you use this knowledge as a basis for your marketing strategies, you will reach your market in such a way that they WILL believe and accept your marketing. (more…)

Five Tips for Dealing with Mistakes

Wednesday, March 4th, 2009
Photo credit:  © Beatrice Killam | Dreamstime.com

Photo credit: © Beatrice Killam | Dreamstime.com

Every once in a while, there’s a dandy—a whopper of a mistake that throws you for a loop. And then there are the little, repeated, and rarely addressed ongoing mistakes that show up all too often.

As a leader, employee mistakes can hurt your reputation for quality and make your footing unsure.

So how do you deal with employee mistakes? (more…)

Employee Motivation in the Trenches

Wednesday, February 25th, 2009

For much of mid-February, the smell of grilled bankers hung over the nation’s capital.

Eight of the nine CEOs of banks that received TARP bailout money were testifying before the House Financial Services Committee.  Among the complaints of the Committee were the enormous bonuses that executives have been getting even as their companies lose billions.

The bank executives countered that they have to compensate their key people lavishly or they’ll lose them.  Money is essential to motivation, they said.  And they say this with such complete conviction that it’s hard to believe they might be wrong.

But listeners to Marketplace on National Public Radio were treated to a different perspective when the show asked some working people in L.A. what inspires them to do a great job.

“It’s my passion for arts and beauty,” said a hairdresser.  “I want to be the best, best shoeshine man there is,” said the owner of a shoeshine stand.  “If you care for your customers, you want to do the best you can for them,” said a Starbucks barista.

Obviously none of these people would turn down a raise if it was offered to them.  But when asked what motivates them to do a great job, unlike the CEOs, money was not the first thing knocking on the back of their teeth. (more…)

The Gift of the Complaint

Thursday, February 19th, 2009

“You screwed up big time.”

If that sentence fails to send a shiver down your spine, either you are not human, you are not listening—or you are a brilliant and savvy businessperson.

On an emotional level, nobody likes criticism.  We all prefer to see ourselves as ever-so-competent and applause-worthy, so criticism hurts our morale.  From the first time Mom blew her top at the gorgeous and creative Technicolor blob of crayons you melted in the toaster, you’ve hated the sound of human disapproval.

Get over it.

Sure, a note from a happy customer can add to your joy at work.  But compliments, as yummy as they feel, are shiny brass beads.  Complaints, on the other hand, are 24-carat gold. (more…)

The Unbeatable Human Touch

Wednesday, February 11th, 2009

My car is like a second home.  I can leave home and still do everything except go to the bathroom—though I’m sure Detroit is working on that one. In my car I can check e-mail on my PDA, have a conference call, and pick up a no-foam skim latte.  I have my makeup application timed to two full stoplights.  And I’m not the only one, of course.  I’ve seen people reading, shaving, even changing their clothes while driving!

And when I bank from my car, which I often do, and I see the twin driveways marked “ATM” and “TELLER,” it’s a no-brainer.  I’m a teller kind of gal.

I remember when ATMs first appeared in the early 80s.  And along with everyone else, I was smitten at first with this round-the-clock money-spitter.  There’s no question that all of our Jetsons-like technology is convenient, but I have to wonder—in the process of making things easier, have we lost something of real value?

I think we have.  What we’ve lost is each other. (more…)