"The older I get, the more I see how much motivations matter. The Zune was crappy because the people at Microsoft don't really love music or art the way we do. We won because we personally love music. We made the iPod for ourselves, and when you're doing something for yourself, or your best … [Read more...]
Tuesday, August 2, 2011
3 Design Strategies To Increase Service Value
Thoughtful design is cheap yet usually neglected. It also shows you care. Don't just give me a chair. Take some extra care to make it interesting, comfortable and attractive. It makes me want it and value it more.Now, that is just a chair. What about a service? Care can show up in … [Read more...]
Tuesday, March 1, 2011
Consideration For Others
The lack of a consideration for others is an epidemic in our culture. The headlines are filled with examples of the battles for entitlements: Corporate greed on Wall Street puts selfish executives in the spotlight while their companies are dissolving. Unions seek concessions without … [Read more...]
Thursday, January 27, 2011
The Art Of The Apology
We all will need to master the art of the apology, because we all fail, both ourselves and others. In the heat of business and relationships, if there is not reconciliation, then every relationship is a fragile one step from being over. When You Mess Up You are going to mess up. When you do, … [Read more...]
Thursday, January 20, 2011
Opportunities Await For The Diligent
Your belief system is the most important asset you have in business. What you believe and how you face adversity will determine your success and outcomes. If you have a vision and you want it badly, then what's in the way? Excuses are typically hollow, for there is too much evidence of people … [Read more...]
Wednesday, November 24, 2010
Gratitude For The Familiar
“Familiarity breeds contempt.” - Socrates Think about that quote. It is pretty human. Teens seek favor with strangers and marginalize their families who love them. A new friend seems to have more allure than an old friend. Winning a new prospect becomes a fixation rather than servicing … [Read more...]
Wednesday, March 3, 2010
A Litmus Test
Heed Socrates, "Familiarity breeds contempt."If you want to know the character of the people you do business with, watch who they are as they get to know you further. Do they conduct themselves with a respect for the relationship? Or do you see contempt grow as they get to know you more? … [Read more...]
Friday, February 19, 2010
Missing The Customer
It is not hard to find bad service in a given day. It is pretty commonplace and we have all experienced it. The epidemic seems to arise from a crucial part of our humanity - our inability to transcend ourselves and think of others.I had a funny experience at the post office the other day. … [Read more...]
