Every move you make, every step you take, I’ll be watching you.

Sting sang those words quite a while ago. While the official line on the song is that it was about the breakup of his marriage, it’s also something that you should be doing with your staff. Not so much to be a spy or Big Brother, but to help them perform their jobs with more […]

How to send an unspoken quality message to your customers

As you walk down the street in this trendy, somewhat pricey shopping area, you can’t help but notice the attention that has been paid to some shops. One, an upscale women’s clothing boutique, simply exudes class. Fine furniture, meticulously chosen fonts and signage that screams “I spent a lot of time and money to get […]

What retailers and service businesses can learn from “Inspecting Wal-Mart”

Wal-Mart, everyone’s favorite target (or love interest), or so Wall Street Journal’s Independent Street section seems to be proving. Of course, Wally World is always attracting media attention, it comes with being Goliath. Earlier this month, Business Week published an article about an inspection tour of three Wal-Mart stores. The subtitle for the article was […]

Why Street Cleaning Is The Most Important Job In Your Business

Imagine that your attention to quality is so weak that you could make enough bad product today (or next week) to actually kill your company. Who was monitoring their sanitation processes, other than the understaffed, seemingly incoherent USDA, who actually thought about it for a few days before asking for the recall, for reasons that […]

Figuring out what your customers REALLY want.

Last week, on Independent Street (a Wall Street Journal column about independent businesses), there was a story about businesses that don’t accept reservations. The story questioned whether it was good business to not accept reservations, or if not doing so was an inconvenient insult. My view is that every business – not just restaurants – […]

Business owners can’t get a hit unless they swing the bat.

A few weeks ago, I decided to celebrate winning a Glazer-Kennedy (GKIC) contest by having a contest of my own. To enter, you needed to send me the best testimonial you have. It could be about you, about me, or anyone else. The best testimonial would do what we talk about here when discussing what […]

Exposing the meaning of Trump’s Commandments

In a September 2006 Trump University article, Richard Parker writes about “The Ten Critical Commandments for Entrepreneurial Success“, but doesn’t elaborate much on where he’s coming from. He makes some important points, and several of the items need to be explained and expanded upon, so we’ll address those rather than rehashing the entire list. In […]