How we frame the question opens up the conversation with our client How we – as the expert – frame our opening statements sets the stage for the interaction with the client. If you’ve ever walked into a retail store and were greeted with, “Let… Read More »Open-Ended Solutions
Finding the alignment in different perspectives will lead to a stronger team Simon Sinek popularized the concept of identifying the Why – the internal motivation that drives you and defines your purpose. But what about your team? How do they respond to your Why? It… Read More »Beyond Your Why
How we track wrongdoings dramatically impacts our team “He will write your name in pencil if you don’t meet his expectations or he perceives you crossed him; if it happens again, he writes your name in Sharpie and you never recover.” These words were said… Read More »Pencil vs The Sharpie
As leaders and entrepreneurs, we must choose not to hide behind a faceless brand, but value the trust our customers have placed in us This week, Facebook released a “Widely Viewed Content” report. They claim it is to increase transparency and allow the public to… Read More »The Value of Trust
At what point does a long list of tasks become counterproductive? In economics, there is a concept called the point of diminishing returns. My Econ teacher explained it using the classroom as an example: if the 30 students were tasked with placing 60 chairs and… Read More »The Diminishing Return of Tasks
We have the opportunity to create memorable, shareable moments through our customer interactions. Sometimes called ‘transactional messages’, some customer interactions are often relegated to the bottom of the To Do list. Think reminder notices, policies, receipts, or the check out process. The internet has shrunk… Read More »Amazing Customer Interactions
Where are we building trust I recently purchased a license for some online software. It was really on a whim. After reading the reviews, one thing over-shadowed the actual software: the lessons. Over and over, the customers cited the creator’s email lessons as the best… Read More »Drip by drip
Let’s talk… I call them “crunchy conversations.” They can be awkward. Or uncertain. Or direct. They’re certainly not comfortable. But they should never be avoided. In times of uncertainty, change, difficulty, or the fog, your team and partners crave direction and guidance. They look to… Read More »When It Gets Tough, Conversations For The Win
Freedom comes at a cost, but so does a lack of freedom Today, we celebrate America’s 245th anniversary of freedom. One of the most incredible social experiments ever conducted continues to be a beacon of hope for many. Freedom comes at a cost, I think… Read More »Freedom
Admitting you don’t know is not admitting weakness As leaders, it can be difficult to admit when we don’t know something. Somewhere, it became truth that a leader must know everything about everything. What a fallacy. Still, there is a pressure that we as leaders… Read More »I Don’t Know