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…

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 good salespeople manipulative?

The best sales traits include caring for customers, asking great questions, following a system and being persistent

Are good salespeople manipulative?The snow in 1979 was record breaking and it was still piled high in our yard late into the spring. My brother Rob was so anxious to see the green grass that he decided to sell the snow. He drafted a sign and put it in the front snowbank. He was determined to sell it…

My fireplace just helped renew my faith in humanity

A household calamity, an accommodating retailer, some dirty and hard work, and a twofold payoff at the end

My fireplace just helped renew my faith in humanityThis time of year, one of my country morning rituals is cleaning last night’s ashes from the fireplace and laying the beginnings of this evening’s fire. We have what is now considered an old fireplace – it has a brick-lined fire chamber with a small rectangular ash-emptying door in the centre of the fireplace floor.…

Service with a smile: the simple formula for success

Four tips to transform the customer service your business offers

Service with a smile: the simple formula for successI don’t usually eat at Wendy’s, but last week I was in the Phoenix airport and I was famished. Instead of lunch, I’d escaped from the conference I’d presented at and hiked Camelback Mountain. A few hours later, I was waiting for my flight home. I’d eaten a small meal at a neighbouring restaurant with…

Key to your business success: consistency and congruency

When customers know that you're going to be consistent or reliable, and congruent or true to your word, they want to do business with you

Key to your business success: consistency and congruencyLast week, I didn’t write an article. I could give you all the excuses in the world. I was travelling, I had meetings, my dog was eating my printer paper. They’re all true, but the real reason is I had a man cold and just couldn’t write. Outside of holidays, it was just the second…

Who’s paying attention to the essential details in your business?

Documenting, teaching and training your staff on what they need to do to ensure the business thrives is critical to success

Who’s paying attention to the essential details in your business?I had a letter returned to me this week. I’d sent payment to a subscription service but they'd moved, unbeknownst to me. So my cheque came back. The problem? The subscription forms still contained the old address. How many other customers has this happened to? Perhaps your organization thinks you don’t need more customers –…
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