Well, somebody told Mark this story … Mike swears it wasn’t him. … But once upon a time in Mexico, a resort put on a customer experience master class for a family with young kids. (There’s a topless woman, but don’t let that throw you–we put it here to get attention.) We would love your questions and comments for …
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. …
Horn Sections Make Rock Better: Gumboots
I’ve not only featured this artist before, but this very album. It’s just that good. In my youth, Dad would walk around quoting this one: “Hey señorita, that’s astute. Why don’t we get together and call ourselves an institute?”
Your Great Work
“We need tall kids up here on the table!” “OK, I’ll get more blocks from the other areas.” “Guys, be careful, it’s swaying!” The family of kids spearheading all this work building a tower were inspiring. Eldest brother was the brains of the operation, figuring out how to keep the tower growing. Sister (next oldest) rallied support and organized workers. …
Podcast 74: No more excuses! Lessons from Fiverr
When writing and publishing his first book, Mike discovered something through his use of Fiverr. And whatever you are trying to accomplish, the discovery will help you get things done, too. We would love your questions and comments for future episodes: Email Mike and Mark. Listen here … subscribe on Spotify or Apple … or view below.
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 …
Horn Sections Make Rock Better: I Think I’m in Love
This may be our first Top of the Pops video. Spiritualized are not the standard guitar/bass/drums rock combo. I’m not even sure they use verse-chorus-bridge song structure. They certainly have a sound all their own.
Which version of being intentional works for you?
I have a client who has been reading coach Urban Meyer’s “Above the Line.” Meyer discusses the Success Formula: E + R = O. That is, an Event plus my Response to that event yields the Outcome. Events happen to us. What is under our control is how we respond to those events. Meyer points out that it is not …
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 …