Great Customer Service (or the lack of) has always intrigued me.  How some companies simply get it and others can’t see the forest for the trees when it comes to this critical attribute for business success. One of the things that baffles me the most around the topic of customer service is the vast majority […]

A business owner recently shared they had surveyed their customers for the first time ever and so far the feedback had been terrible. Almost none of their responses had come back complimentary.   Consequently, the leadership team was really down on themselves over some of the comments and criticisms about the company.  Overall the survey results […]

Family Feud is one of the longest running games shows in history.  From its start in 1976 with Richard Dawson as the emcee to current funny man Steve Harvey, fans of the show are entertained (and sometimes shocked!) by what comes out of contestant’s mouths when they are asked to give & match answers to […]

We talk to business owners a lot about how their business is doing – and most of the time that conversation centers around revenue or profitability. And while that’s great…your financial metrics are important but they really don’t tell the whole story. It’s possible (and actually fairly common) to have good financial metrics and have […]

Imagine a business where you clearly have a competitive advantage. You offer something valuable that others in your industry either won’t or can’t offer. Customers who need or want your service can clearly see what you offer is different and they appreciate that difference – they’re willing to pay a premium for it and they’re […]

I suspect I’m not alone in this, but I hate car shopping – in my experience the stereotype of a used car salesman generally runs true, overly slick hard core salesman who is pushing you to buy something that may or may not work out for you. It’s kind of like gambling but with people […]