The personal touch raises the customer experience

In a world filled with technology, texting, email and snapchats, customers crave real people. We have to show genuine interest in them

The personal touch raises the customer experienceMy son Caleb and I went to the local Canadian Tire Store recently. Instead of going through the regular tills, I ventured through the garden centre to pay. I was greeted by a smiling fellow who told me his name was Sam. “I know you from somewhere?” Sam said. I didn’t say anything. “Are you…

Why business coaching is a humbling career

I get to work alongside superheroes in the various fields who use their amazing powers to get their clients real results

Why business coaching is a humbling careerAs a business coach, I’ve been gifted with the opportunity to meet some of the greatest people on the planet. These are not the rich and famous, the lofty or the well heeled, though I’ve met and worked alongside some of these. Through my career as a business coach, I come in contact with some…

It’s halftime! Are you winning?

Most small business leaders have no defined goals, they’re unsure what to keep track of and they’re floating from year to year

It’s halftime! Are you winning?“How do we win?” I asked. “We need to score baskets,” they answered. “How do we score baskets?” Donncha asked. “We need to pass and we need to shoot,” they answered. Our questions went on and on. The scoreboard told the story. It was halftime and our team was down by six points. The girls…

Why I served road kill to my investors

The fastest way to the end result is often the most expensive. When we slow down, look for options and think creatively, we can save money, time and energy

Why I served road kill to my investorsIt was my lucky day when Emile told me he had some road kill in his freezer that he would give me in trade for a couple of cases of beer. Not so lucky for the cow that had been hit by the semi truck, I guess. Emile told me there were lots of steaks in…

Rock, paper scissors: creating a successful workplace culture

If you want to work in a place that’s fun, start making it fun. If you want to work in a place that’s excellent, start making it excellent

Rock, paper scissors: creating a successful workplace cultureRock, paper, scissors is a game we all played as children in the playground. And in a company department nearby, they hold a weekly Rock, Paper Scissors Championship. On Thursday of every week, the people in the department gather on their lunch break for a few minutes to play rock, paper, scissors to determine who…

Why being bitten by a dog was more pleasant than your customer service

How many times do your customers leave your business because you’ve trained your staff to guard your products but not sell them?

Why being bitten by a dog was more pleasant than your customer serviceI had just climbed the steepest part of the hill and was out of breath when out of the corner of my eye I saw the dog sprinting out of the driveway towards me. My heart was already racing and I was doing my best to stay on my bike when I felt its teeth…

Are you too busy to be really successful?

We’re fooled into thinking that there’s a direct relationship between being busy and success. In truth, we need to find a life balance

Are you too busy to be really successful?A business owner reached out to me to schedule a strategy session. First he emailed me and then he called me. I figured he must be serious. As we were talking on the phone, he told me that he was overwhelmed, he wanted to take his business to the next level but he needed to…

Turning business failure into success is a matter of focus

When we get into a downhill spiral of negativity, it’s often hard to change. And negativity can sink a business very quickly

Turning business failure into success is a matter of focusI recently worked with a company to solve a long-standing problem in one of their departments. The stressed owner of the company was frustrated at the lack of positive results. The company had brought in professionals over the years but to no avail. In fact, things were getting worse. Shortly after I came on-board to…

Does religion have any place in business?

Most of the world religions are based on love. What would happen if there was more love in our business relationships and functions?

Does religion have any place in business?The pastor was clear: “When you have God within you, the business you’re working with will thrive!” The words caught my wandering mind off guard and I tried to focus on what I’d just heard. I’d never heard anyone say from a pulpit that God could make a difference in business. In today’s world, the…

Ready to sell your business? Make sure it has value

Fifty-five per cent of businesses are going to transition to new owners or close in the next decade

Ready to sell your business? Make sure it has valueI recently gave a talk to a commercial real estate association. They asked me to talk about how they could sell more listed businesses. During the presentation, I asked them what percentage of businesses that are listed are actually sold. The response was “very few.” I wasn’t surprised. Not only is it hard to sell…