Recently, a business associate, Mike, mentioned that he was doing a show at a local university and stopped by the faculty dining hall to get lunch. He said that, while waiting on line, the service was poor. The line moved slowly, the counterperson was disinterested in what she was doing and it showed. It was not a pleasant customer experience. It was Mike's turn to order and the counterperson continued to show her disinterest no eye...more
Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing that the restaurants in the area had much to desire as far as service I gave the students an extra fifteen minutes for lunch. Sure enough a group of four students came rushing into the classroom with their lunches in hand. They sincerely apologized and quickly explained that they receive poor service at a restaurant (This restaurant is part of a...more
Recently on the television reality show, The Apprentice, Donald Trump would give the ultimate winner the dream job of working for him, running one of his divisions and earning $250,000 per year. On the final episode, the choice came down to two candidates, Bill Rancic and Kwame Jackson, for the "ultimate" job. Both were very qualified. Bill Rancic was the owner of a successful Internet cigar business grossing over one million dollars a year, and Kwame Jackson was a graduate of Harvard Business School and most recently worked for the prestigious Wall Street investment house, Goldman Sachs, as an Investment Manager. In my opinion, the decision on who would receive the job came down to one thing delegation. Both Bill and Kwame delegated tasks to their "team members" and achieved success. However, Kwame was asked several questions by Mr. Trump relating to how Kwame handled one team member, Omarosa Manigult-Stallworth. Mr. Trump wondered why Kwame let Omarosa get away with lying to him and not working with the other team members to make the project successful. Kwame responded to Mr. Trump that he didn't know he could fire Omarosa. Mr. Trump stated that Kwame should have asked if...more
Recently, I was watching a rerun of the successful television show, The Cosby Show. The patriarch of this professional family (He is a doctor and his wife is a lawyer.) played by Bill Cosby, was just told by his college-bound daughter that the boyfriend she brought home to meet him was really her fiancé. He was disappointed with the news....more
One hot summer day my daughter and I ventured to our local craft store with one mission in mind - purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure. The store advertised the boards on sale and offered a 40% discount coupon. My daughter excitedly selected two boards however I noticed different manufacturers produced them, so I asked her to select an extra board just in case both were not on sale. She did, and we proceeded to the cashier. With a half hour until closing, we eagerly approached the only open register, behind which stood two young women. This is when the adventure began, and things took a turn for the worse. We saw two store clerks at the check out. Seated on the floor was one associate who faced the cashier line and the other, the cashier, did not which made it impossible for her to be aware of approaching customers. When she saw us, the associate on the floor did cease her end of the conversation and told the cashier she had customers. Unfortunately, the cashier ignored this information because it took her a minute before she turned and greeted us with "Oh, I sorry." I'm not sure...more
December is a month in which many organizations make plans for the coming year. Now is a great time for you to look at your marketing systems for attracting and retaining customers. Although front end systems such as advertising, public relations,...more
The notion that employers are only interested in where you have been and where you are heading is pure nonsense. Experienced hiring managers take into account both your experience and your character. After all, in the end, they are hiring a human...more
I wish you a Happy & Prosperous New Year!This PVT is short, with a few links to help you launch your new year.~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Can you answer these 10 questions to help you build your business dream?Listen to my...more
With interest rates at 40 year lows it seems difficult to find fixed income investments with high yields. Money Market funds are paying investors about 1.4% and Commercial Paper is only yielding 2.3%. For those willing to commit their capital for...more
How often have you heard yourself say, "I've got so many balls in the air I don't know how I can possibly keep track of them all". We may be managing to keep the balls in motion, but how good is our juggling performance really? Are our...more
You have this burning desire you want to be on your own. The temptation is so great that you want to quit your job. Enough is enough. You're sick of working for other people for a ridiculous pay.To be your own boss means controlling your own...more