We need to care about our customers and why they came to us, train our staff, find strategies that work and then measure it all
Last week, Natalie walked into a sports store to buy a swim cap. She found the caps in the store and a young man, the ‘salesperson’ on duty, walked over and asked, “Can I help you?” She told me she said, “Yes, I need a swim cap,” as she stood looking at the rack of…In an age when the transactional has overtaken the transformational, businesses need to get personal
Norman was a world-famous choreographer and dancer. Ian, originally from Scotland, played in bands around the world. Inga moved to Canada from Germany when she met a man and stayed to practise law. Rina was originally from Moldova and had to move during an economic crisis, studied nutrition and knows how to make a difference…
Both take passion, discipline and determination, and both will cost you sleep
Harold is a wise old carpenter who was working on the stairs in my house this week. To be honest, in his mid-70s he doesn’t seem that old anymore, but Harold is wise. Over the past 20 years, Harold has supported me in fixing and building things for my businesses and homes. When I asked…
Have clarity on what the position is, go with your gut, have criteria to measure new staff, use the probation period correctly
This week, I’m picking my basketball team for the year. This isn’t a sports fantasy team, it’s a high school basketball team with 12 real people. The stakes are high for me. While I’ll be playing to win, I may or may not pick what seem to be the most talented players, because team dynamics…
Businesses must always look to trends and trouble spots on the horizon. Here are some things to watch for in 2019 and beyond
This is the time of year when many business owners turn their thoughts to the future. We wonder if our sales will hold in the coming year and whether our expenses are going to rise. We try to predict whether we have the right team, right strategies and the ability to face the future. Larger…
Lack of clarity, training, measurement, accountability and rewards all impact sales
I’m sure that you’ve suffered through an experience of poor customer service. You don’t have to look far these days to realize that many businesses put low value on treating customers well. Recently, however, I was working with a company on improving their customer service. It quickly became apparent that their customer service was great…
Running a campaign is similar to running a business. We’re in business to win. Here's how I lost and what you can learn from that
I write this article eating my humble pie and managing my political hangover. I just lost a local city council election, coming ninth in a bid for one of the eight council seats. I was told by several politicians going into the municipal race that I might lose the first time. However, I thought differently because…
When faced with pressure on their business model, most leaders simply focus on reducing expenses. That's not nearly enough
My dog died last week – but the truth was that she had been dying for several months. Last winter, she had a couple seizures in my driveway and I considered having her put down. But after a couple weeks she revived and had a great spring and summer. In the last month, she definitely…
How to come up with strategies that entice your ideal customer to reach out to your business
“Our ideal customer is anybody who’s breathing,” was the response to my question of who this businessman’s ideal customer was. “Really?” I said. “Are you serious?” Unfortunately, his reply was “Yes.” That affirmative answer was probably the reason this business owner was turning to me for help with his company. Many businesses are only marginally…
Add value, diversify, take control of your destiny, do long-term planning and be fiscally responsible
It should come as no surprise to anyone that the failure of the Alberta government over the past 40 years to protect the interest of its citizens has resulted in a province that’s up to its neck in debt. The woes of the province cost the Progressive Conservative Party its reputation, future generations their Heritage…