Understanding the Irate Customer
When dealing with an irate customer, how does your team manage the resolution process? Customer frustration and dissatisfaction is often manifested through emotional channels–anger, rage, raised voices, nasty words. While the real issue may not be as emotionally charged, it usually is displayed this way because too many businesses have conditioned their customers to openly display their unhappiness to be heard, seen [...]
Organizational Growth Initiatives
I read a recent blog post by Brad Power entitled “Get Your Operations in Shape by Focusing on Process.” Though not a process person myself, I agreed with the four processes identified by Power as critical to effective organizational development and growth. However, I found myself feeling that the tone of the blog focused far [...]
The Language of Your Strategy
Introducing a strategy to your team is tricky, especially if the language you are speaking doesn’t resonate with them. Many leaders and managers excitedly declare a new company strategy or a new company plan with the expectations that the team will embrace, engage and celebrate. Then, those same leaders find themselves frustrated with the response [...]
Business Growth and The Engaged Employee
Too many businesses are obsessed with this desire to grow sales instead of an obsession to improve revenues. The favorite investment of choice for this growth strategy is sales, marketing, and social media. Invest in new customers. Invest in new relationships. Invest in replacing the customers and employees lost because the company did not know how [...]
What’s Wrong With The Customers You Have?
What is it with the businesses today that simply do not seem to value the customers they already have? Special sign-up programs, new customer discounts, and special promotional packages to attract new customers are in our face every day. Worse, is these same companies often have terrible customer service and support programs. They have it all backwards.
Your [...]
Revenue Growth: Understanding the ACRE Principle
The ACRE Principle focuses on the critical components necessary for revenue stabilization while encouraging intelligent investment in the resources that most profitably enable a business to establish profitable, long-term business relationships. In today’s business environment there is a tremendous emphasis on and investment in revenue acquisition activities through sales and marketing. When revenues drop, this [...]
Change in today’s risk-averse, fear-filled environment
Today’s risk-averse, fear-filled environment makes change extremely difficult and uncomfortable for many people.
It is similar to finding yourself in a forest at dusk on a path you have never traveled before. Your day started out like any other — on a familiar path, well traveled and very safe. Then, something happened and you found yourself [...]
Election and Leadership Lessons
I would like to change the focus of Tuesday’s election results from a political perspective to one of leadership and accountability. Earlier in the week, Mark Sanborn summarized the election results in a very clear, political blog post. I have already referenced some of his comment in a previous post.
From Mark’s post, I gleaned six quotes [...]
If Your Employees Could Vote?
What would happen if your employees voted on your performance as a leader in your organization? How would you fare? Do you really care? If you knew that they would vote you out, would you examine your role and your behaviors? To what standard are you holding yourself accountable?
Here are two facts that would likely [...]
