Customer fits: What is the employee responsible for?

I, like you, have witnessed bad customer behavior during the pandemic. Just this week, I heard a 10-minute phone call where a customer threatened to bring a gun to my client’s establishment and perhaps some gang members. I, like you, have found myself saying, “I’m just going to control what I can control.” We can’t control rogue customers throwing fits. …

Selling used cars: serious roadblocks, clever solutions

Automotive News periodically creates great videos showing how a dealership solved a problem. Even if you’re not in automotive, this is a good one. Like many dealerships, Chuck Anderson Ford is small, with new-vehicle inventory low and used-vehicle costs skyrocketing. Also like many stores, the dealership wrestles with buying a used car and getting it reconditioned by its Service staff …

Podcast 73: Why are your people here? Lessons from St. Paul‘s Cathedral

Before Simon Sinek’s Golden Circle there was the Sir Christopher Wren story. Have you discovered and clarified your team’s purpose?   If not, you’re missing a big factor in employee engagement. To explore your purpose, use our free worksheet.    We would love your questions and comments for future episodes: Email Mike and Mark.    Listen here, subscribe on Spotify or …

“Why should I care?”

If Simon Sinek’s Golden Circle is a bit too abstract for you, this might help. It’s from Carmine Gallo, author of “The Storyteller’s Secret,” in Inc. magazine: “Steve Jobs Was the World’s Greatest Salesman Because He Answered The 1 Question on Everyone’s Mind.” We are all selling something. How might Gallo’s question help you with your customers? Your coworkers? Your …