What do my doctor’s office and the local Chevrolet dealer have in common? Recently, they both decided to put the customer last. While my doctor’s office probably considers me a patient as opposed to a customer, people have choices when …
Do your employees hustle . . . and do you give them a reason to? The other day a young man came walking up my driveway with a leaf rake. Usually I rake the leaves myself – I actually enjoy …
There, I said it, pay more taxes. While most people react negatively to paying more taxes, I actually think it ought to be everyone’s goal! As tax deadlines approach (March 17 this year for corporate returns and April 15 for …
Like many others, I worked construction jobs during my high-school and college days. I remember one particular job remodeling a bar when the boss asked me to knock a hole in a solid concrete wall for an electrical outlet. He …
Last month, I asked “What Are You Driving?” which was targeted at the change and results for which you are responsible rather than the car that gets you to work and back. Today, I’d ask a different but related question: …
Clearly, that’s a question that can be taken more than one way. If the headline brought to mind the vehicle that gets you to work, around town, and on family vacations, that’s a reasonable way to think about the question. …
Last month I wrote about Strategy vs. Execution and one of my readers wrote back and defined the terms as “Doing the Right Things” (strategy) vs. “Doing Things Right” (execution). I have never heard it expressed quite so simply before. …
The other evening I was at a dinner party and the subject of strategy vs. execution came up. I’ve played lead roles on both strategy and implementation teams so I have experience in both areas (still it was a Saturday …
Last month I wrote about customer loyalty and posed the question of whether businesses understood why customers stay with them. But what influences buyers in the first place? As a former finance leader at LensCrafters I was one of the …
Are your customers loyal or are they returning due to habit or the inertia of not wanting to invest the energy to find an alternative? For some businesses, it is easy for customers to change. For others, it takes a …
