What’s holding you back?

I suspect you’ve heard of the Pareto principle, also known as the 80/20 rule. In its simplest form, it states that 80% of the results come from 20% of the efforts made. Further studies on the principle have shown that it often extends to far more than efforts made, and frequently describes the results produced by a […]

Do you value your clientele?

Business demonstrate what they value through their behavior. Some businesses value what they do, those they work with and most of all, those they serve. They work hard for every lead. Every client. Every order. Every payment. They work to improve their craft every day. They learn from the best of their peers, while extracting and […]

Focused on the holiday, now or the future?

It’s that time of year when business owners are pulled in many directions. The end of the calendar year has a way of doing that. Some of us are focused on the year we’ve had, some on this month’s performance (which could make or break the year), and some on the future. While all of those […]

The magic triangle of small business

Take a look at any reality show business turnaround and the story is always the same: Quality, customer service, management. It’s the magic triangle of small business, much less the formulaic basis of most business turnaround reality shows. What’s a bit stunning is that people actually wait around for the reality show hero and their crew […]

Ask great questions

I’m always looking for better questions to ask. Good questions educate me about a situation or a mindset someone is in and help me understand where they’re coming from. Great questions can open the mind of the person you ask the question of. They tend to create discussions that create slight momentum shifts toward changes previously […]

Earning return business, part two

Last time, I shared a story about how Best Buy avoided losing my family’s phone business (and perhaps all our business) by bending the rules a little on an insurance claim that had gotten in the weeds thanks to a combination of errors on our part and theirs. This week, car rentals. We recently drove […]

Consistency drives word of mouth business

Last week, my wife and I went to a place we’d been looking forward to for some time.  Our 31st wedding anniversary dinner was the perfect occasion to try a new (to us) place, so we went to a local Cajun restaurant whose entree price ranking is $$ and name includes “Orleans”. Long time readers […]

Help them produce their best work

Ahhh, summer solstice. We revel in these long days of sunlight in part because we can enjoy our favorite summer pastimes after leaving work for the day. For some companies, summer is a time to coast, or at least do little more than get by until September since so many staff member vacations are on […]

I despise the term human capital

I despise the term human capital and its partner in crime, people assets. That aside, if you don’t take care of your staff, they are far less likely to be able to take care of your clientele and thus, your business, in a way that you would prefer and expect. Like anything that you’d like […]

Create a truly meaningful guarantee

Does your guarantee provide value and eliminate risk for the prospect, or does it simply give their money back? While giving their money back is often seen as an ideal guarantee, the fact is that while it’s the easiest effective guarantee you can make, it’s also the least common denominator. Does your business reputation depend […]