Why the tourist drove past your business

Photo credit: AP You’ve probably seen this AP image contrasting the crowds at St. Peter’s in Rome over the last eight years. The first photo was taken by Luca Bruno in 2005 during preparations for the public viewing of Pope John Paul II’s body – almost two years before the iPhone was first announced. The […]

A passing meteor

photo credit: Navicore The wrong email at the wrong time, no matter how well intended, can be like a meteor strike. It can weaken, dismantle or even ruin the relationship you’ve built with a customer. A friend recently relayed a story about a summer stay at a hotel in South Texas. Shortly after his stay, […]

Automation *can be* personal

photo credit: JOE MARINARO Like I suspect you do, I get a number of automated emails asking how someone’s service was, or reminding me to deal with this or that before a deadline. Most of these are innocuous emails that were done with an honest effort to help, but because the process was left unfinished, […]

A bus of a different color

photo credit: laffy4k When I say “bus travel”, I’m guessing that many / some / most of you think of things on this list (and maybe some others): Greyhound (et al) Tour buses full of senior citizens A noisy school bus full of kids people of lesser means panhandlers bus terminals when will it arrive? […]

What do a turkey and an iPhone have in common?

photo credit: Atilla1000 Plenty, if you’re thinking and paying attention to what other businesses are up to.  We had a Hutterite turkey last week, but in the process of digging around, I came across some innovative things that Butterball is doing to make life easier for their customers.  Things like text messages to remind you […]

Permission to market, sir?

People don’t want to buy from people who place sales calls to them during dinner (duh). It isn’t because they don’t want to buy your item. They just don’t want to buy it from someone they don’t know. Someone they don’t know hasn’t got “permission” to sell to them, because there isn’t yet a relationship […]

Operations and Details: Why you need a passion for crossing the T and dotting the I

One of the very few troubling things about living in a small town or a rural area is that sometimes, not all that often, but sometimes (yeah, I repeat myself), you find yourself “forced” to use a vendor that drives you crazy. Because of what appears to be a lack of passion about operations and […]

Sticking a fork in restaurant websites

Though I haven’t mentioned it here in a while, my series of columns in the Flathead Beacon about local websites has continued over the last couple weeks. It’s on topic here as well, so let’s elaborate on it a bit further than I have space for in the Beacon. Next week’s column takes a look […]