A general manager made an observation, and maybe you’ve seen it too. Some employees are rude–or the opposite, fawning. Is it possible that it’s just a lack of self-worth? Tune in to learn the symptoms that point to an employee self-worth issue–and what a manager can do about it. Interested in coaching or training on these topics for you or …
Dom Genova: Don’t be taken for a ride!
Sometimes, it DOES take a genius. Meet our friend, Dom Genova. He is an expert at customer experience, marketing and entrepreneurship. Dom’s success as a car dealer boiled down to ensuring his customers didn’t get taken advantage of by the car biz. Now he has a book to help others. And it’s good! Interested in coaching or training on these …
Locate yourself in the Customer Experience Death Spiral®
Mike has been noticing a trend … and after some research, he has realized: We are all doomed. The Customer Experience Death Spiral® has come. (Unless we break out of it, that is–listen in for some tips.) Interested in coaching or training on these topics for you or your team? We’d love to hear from you! Email Mike and Mark.
Earning eccentricity: Dennis Rodman wore a suit and tie on draft day
Want to be weird? Be excellent first. Mike explains his principle with a stellar server and Dennis Rodman. It shows up in sales, too. … Goofballs are just nutty. Stars are unique. Questions? Comments? Ideas for future episodes … or interview subjects? Email Mike and Mark.
What Teddy Roosevelt’s portrait says about working in the moment
President Theodore Roosevelt hated his first portrait so much that his family hid it in a dark place on the wall. He eventually destroyed it. So the next painter, John Singer Sergent, would have a tough time of it. The president, after all, was active and busy. The story goes that they searched the house for the best lighting, and …
The Dad Shoe strikes again
Remember when we talked about the passion that led to the Dad Shoe? That the designer cared for the customers’ needs and launched a rabid fan base? Here’s a similar story: American-made SAS shoes have been “form follows function” for a long time. And now, some people are rejecting slickly designed shoes in favor of what some might call the …
Weird update on your emerging customer base
More news from the frontlines (i.e., the internet): In an earlier post, I pointed out that Gen Z is approaching car-buying with a sense of despair. Some of that despair is going to trickle out to other purchases. Any business hoping to attract Gen Z should ensure its experience matches the promise of its brand. The Gen Z customer will …
Want a hit? What are you putting in to your system?
Ryan Holiday, author of best-sellers about stoicism, has a researcher who I have discovered on Twitter: Billy Oppenheimer. He shares amazing stories of famous breakthroughs in art and business, with suggested (usually research-based) takeaways for each. The connection between two of these stories and takeaways caught me. (I’ve included the tweets below.) Folk artist Maggie Rogers had a viral breakthrough …
The passion for the customer that led to the Dad Shoe
To give you a hint as to where we’re going here, “passion” is a loaded word. It literally means “to suffer.” Are you and your team willing to “suffer” for customers that aren’t rich, famous or cool? I’m not talking about prejudice, where you judge a potential customer as not serious because of their dress, gender, age, etc. If you …
Walk a mile in their moccasins
I remember the biggest fist fight my brothers and I ever had. It was tense. Then Dad, in his post-crisis lecture, said: A wise man once said: Walk a mile in your brother’s moccasins. That was it. Hatred left the room in that moment. We died laughing making fun of Dad. But of course he was right. Periodically, managers and …