After wasting hours of my life, I realized I was not the valued customer Telus continued to claim I was
One of the first signs of a business headed for decline is poor customer service. When we fail to meet our customers’ expectations for our product or service, they generally start to leave us for other options. Business owners should always keep a close finger on the pulse of our customer service. For the three…
As entrepreneurs we all heed our calls, we plant our seeds and hope they germinate. But we need to stay patient
I was driving through the Prairies last week and as I saw farm after farm for sale, my mind drifted to what it would be like to be a farmer. I imagined the rhythm of the seasons, the sense of accomplishment of seeing crops grow before my eyes and the reaping of abundance from seeds…
You need to create a foundation now that establishes strong communication and systems, and the ability to adapt
A business in my community recently marked 100 years of operation. There was a party, celebrations and even recognition from politicians for their years of service to the community. I honestly don’t know much about the business except for the great service I’ve experienced as a patron over the years. What I do know, however,…
We need to be prepared and to have considered our options in the event our lives change unexpectedly
What would happen if you had to sell your business this week due to illness? A man recently contacted me because his doctors told him that due to an illness, he had to stop working immediately. The problem was that he owned a business. How, he asked, could he comply with his doctors’ orders and…
Business leaders need to create a culture where everyone contributes with passion and where everyone can plan for their future
A girl recently told me she wants to quit her job – she doesn’t want to work any more or go to school. “It sounds like you want to retire,” I said. “What would you do with all your time?” “I might want to do some travelling or play basketball,” she said. “I really don’t…
Instead of thinking about closing every deal, we should be thinking about creating long-term value
I recently told a prospective client I didn’t think I could add enough value and wouldn’t take his money for business coaching. I did this even though it would have been a nice-sized account and generate thousands of dollars in revenue. He has 20-plus employees and does $2 million to $3 million in business. But…
If we invested in every opportunity that was presented to us, chances are we would be broke
You’ve probably never heard of Ron Wayne, but had he not sold his 10 per cent share in Apple Computer shortly after it launched, ultimately for US$2,300, he might now be as famous as partners Steve Jobs and Steve Wozniak. He could now be worth $40 billion. But he isn’t. Joe Green was Mark Zuckerberg’s…
Canada shouldn't tolerate bullies. And we need to stand firm in the face of business practices we find unacceptable
When I was in secondary school, there was a bully who had to have his way. He figured because he was bigger and stronger than most other kids his age, he should be able to do whatever he wanted. He coerced other kids to do his dirty work and sometimes even his homework. He intimidated…
When you need to find savings in your business, look at the areas of systems, energy, people and inventory
I was eating breakfast with my son Caleb the other day and noticed he left his crusts on the plate. “Caleb,” I said, “do you know how many kids in the world would beg for scraps of food like you’re wasting?” Watching him made me remember my parents’ reminders about the millions of starving children…
People are more likely to buy from those who are smiling. And happy staff solve problems easier than sombre workers
I was in a business recently where I couldn’t buy a smile. You know the type. You walk in and the clerk or receptionist seems to be having a bad day. Maybe you crack a joke or offer a compliment, but there’s no change in the demeanour. You feel awkward, like you’re an imposition to…