Employee and Leader Mentality

September 28, 2011

Leadership doesn’t live in a title; you can have leaders at any level of your business. But, do you hear “I’ll do my best,” or do you hear “I will get it done.” There is a big difference between someone who sets a limit on how far they will go to get something done, and [...]

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Stacking the Deck in your Favor

September 21, 2011

It’s important to distinguish someone’s technical job skill abilities separate from their ability to work with others in a team environment. Often, I see companies that have hired someone who is very good at what they do, but throws everything and everyone around them into chaos. Is it really worth it? Only you can decide [...]

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Customer Service and the Business Culture

September 14, 2011

Over 15 years ago, Southwest recognized just over 2,000 point of contact opportunities customers have, from the first call to arrival at their destination, and went to work to make each of those as positive an experience as possible. The results are in: Southwest is the most successful airline in the USA. Former Southwest CEO [...]

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Marketing or Customer Service: Where’s the Best Place to Put your Dollars?

September 8, 2011

Here’s a risky, progressive idea: Take the money you would spend on marketing, and spend it on extraordinary customer service. Works for Lawrence Construction, a Bay Area remodeler, and Zappos, a leading online retailer. It’s true that very few companies are willing to risk letting go of traditional models, no matter how badly they’re performing, [...]

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Today’s Study: Zappos Core Values

August 31, 2011

(In case you don’t know, Zappos is an extremely successful online retailer that recently merged with Amazon) Deliver WOW Through Service Embrace and Drive Change Create Fun and A Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do [...]

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