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Despair: It is always darkest just before it goes pitch black
"It is always darkest just before it goes pitch black." Are you too cynical? Hey, that's a weakness. Maybe you should start looking at the brighter side of life. But what if you doubled-down on that inherent weakness? What if you got even more pessimistic? The...
Building Excellence: IKEA Underperforms AND Over-Delivers
“Excellence requires underperforming on the things your customers value least, so you can over-deliver on the dimensions they value most.” This quote by Frances Frei and Anne Morriss comes from one of my favorite books, "Uncommon Service." Take IKEA for example. They...
HOW TO DEAL WITH ME MEMO
We can’t please everyone in life. But as a leader, we can help our team to understand our apparent weaknesses. It’s important, to be honest with our employees about our strengths and weaknesses. This will help team members to foster honesty about their strengths and...
Customer Service For Anything: Powered by Zappos
“Our business is based on repeat customers and word of mouth. There’s a lot of value in building up our brand name and what it stands for. We view the money that we spend on customer service as marketing money that improves our brand.” This quote by Tony Hsieh to...
What’s your B.A.N.G?
What's your B.A.N.G? A BANG is not to be confused with a BHAG. Defined by Jim Collins in "Built to Last": “A true BHAG (Big Hairy Audacious Goal) is clear and compelling, serves as unifying focal point of effort, and acts as a clear catalyst for team spirit. It has a...
3 things that Seth Godin, Brené Brown and Lao Tsu teach us about perfection
1. Brené Brown from her book, The Gifts of Imperfection: “Most of us spend our lives trying to be, and seem, ‘perfect.’ We try to protect ourselves. It can sometimes be difficult to drop the pretense and own up to your flaws and faults – it takes courage. But what’s...
Of 75 possible drivers of engagement the ONE that was rated as the most important…
Of 75 possible drivers of engagement the ONE that was rated as the most important... ...was the extent to which employees believed that their senior management had a sincere interest in their well-being. It is vital that leaders demonstrate that they act in the best...
Rules of 20%: Upselling, the vital few, and sampling
Do you know the rules of 20%? Here are three tips for growing your business during a time of uncertainty. 1. UPSELLING It typically costs only 20% of the investment to upsell to a current customer as opposed to acquiring a new one. Upselling is one of the most...
Intentoinal Imperfection
Are you willing to use your rough edges or create deliberate flaws to be different? Perhaps you should intentionally leave something "out" or "in" to create imperfection? This practice in Japan is called Wabi-Sabi. Wabi-Sabi is based on the belief that nature is...
Exposure can make a difference in attitudes and ultimately performance
Exposure can make a difference in attitudes and ultimately performance. According to Fast Company, that’s the finding of Adam Grant, a The Wharton School professor who studied the onboarding training given to 71 new call center employees of a midwestern software firm....
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