My current clients are in the automotive, retail and hospitality sectors. One thing they all have in common: needing to hire qualified people. (If this surprises you, I encourage you to read the news.) So here’s a creative idea from the automotive sector on recruiting an especially peculiar kind of qualified employee: technicians. (The statistic often shared is that five …
Podcast 77: ”The Great Resignation” has already begun … how will you respond?
A July 2021 survey found that 55 percent of working Americans are looking to change jobs. If you employ Americans … this podcast is for you. Mike and Mark share three key factors in retaining your workforce. We would love your questions and comments for future episodes: Email Mike and Mark. Listen here … subscribe on Spotify, Amazon or Apple … or …
Podcast 75: Anticipating desires: lessons from a Mexican resort
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. …
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 …
Revolutionary change for CX success
By now, most of us agree that CX, customer experience, is the differential for most businesses. If you sell a commodity product or service, it’s how you stand out, attract a tribe, etc. We agree on paper, at least. Execution of CX is a whole other matter. This article from BCG (Boston Consulting Group) is striking in its breadth: “CEOs …
Going back to work: stress, or GOOD stress?
The Wall Street Journal says people are stressed about returning to work. We were also stressed about the pandemic. And about working from home. There’s just a lot of stress out there, I guess. And Stanford psychologist Kelly McGonigal says that can be a good thing. Wired to protect A few years back I was talking to someone at a …
I love cigarette smoke
I love cigarette smoke. It’s only certain brands, and I couldn’t tell you which ones. Sometimes it’s even just the stale smell hanging in the air of a place frequented by smokers. I know smoking damages you, and I certainly encourage you to give up the habit. But when I smell the smoke, a precious thing happens: I hear a …
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