A Daily Moment of Clarity for Your Business & Your Busyness
I field calls and emails from my clients’ media representatives. Most are good folks – just trying to honorably earn a living. Most listen. I just want you to email me your proposal, please. We have a method. We have a process for evaluation. When I ask you to email me your proposal, your next [...]
Happy Super Bowl Monday. Since there are roughly 6.2124e+10 articles, posts and videos devoted to analyzing the commercials today, I’m moving on. Care to join me. Let’s talk about Valentine’s Day, gift giving and the new woman in my life. Don’t worry. My wife loves her, too. We’re talking about Ruby. A quirky, quizzical and [...]
We’re wrapping up this two-week run on shareworthy customer service with Levi. Well, it’s his shoulder. In front of him is his company’s annual business plan. Levi’s one of about thirty employees at the first of two annual meetings held by Chapman Heating & Air Conditioning every January. At a lavishly catered breakfast (meeting #1), [...]
“It’s kind of fun to do the impossible.” – Walt Disney I have been actively working on a theory for a couple months now, but I’ve been thinking about it for yeeeears. Two clients are beginning to test it. A couple more may follow. As always, we will continue to increase our marketing budget as [...]
Francis Pass is my client and my friend. He is also on the Mt. Rushmore of storytellers. We got to talking about shareworthy service the other day, and I was able to record – and have transcribed – his story of a recent legendarily magnificently delightful dinner he shared with his wife Patricia and a [...]
Shareworthy Service – either good or bad – has two main components: Professionalism and Kindness. Each component has seven facets. Yesterday, I examined the seven facets of Professionalism – the boring bedrocks of any successful company. Today, we get to talk about Professionalism’s fun baby sister: Kindness. Kindness gets all the headlines and wins all [...]
Shareworthy Service – either good or bad – has two main components: Professionalism and Kindness. Each component has seven facets. After studying countless examples of shareworthy customer experiences, I’ve yet to find a shared situation being praised or condemned that wasn’t among these heavy sevens. Kindness (or its absence) makes a world of difference, but [...]
“Dump your ice cream cone on accident on Main Street? Tell them. You’ll get a new one. Offering to take a picture of your family so you can be in it? They do it all the time.” My friend, fellow pinball fanatic and former biology lab partner Suzanne interned at Disney a … umm … [...]
“I’m a liar.” One of my clients said this to me a few weeks ago. It lit this shareworthy service fire (Best Buy making my mom cry just poured kerosene on it). He voices his own ads on the radio. He frequently talks about what customers can expect when they do business with us. He’d [...]
Yesterday, I shared the 14 facets of any shareworthy customer service experience. After researching about a bazillion stories of the good, the bad and the ugly, I realized that experiences were made either famous or infamous because of some combination of those 14 facets. Additionally, those 14 fell equally into two primary categories: Professionalism and [...]
I'm a husband, dad, and I'm the head custodian for The Imagination Advisory Group. All three are pretty good gigs.
I regularly speak to conferences, colleges, and companies about what makes people do the things they do.
In 2005, my worldview shifted when our son was diagnosed with autism. Since then, our family has learned to separate the truly important from the merely urgent.
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