Our clients just may hide their real business stories from us. When we sell to them, design for them, implement solutions or engage in customer service activities. Initially, we are excited to do business with these clients, even if they already are existing customers. After all, the prospect of turning new business into repeat business… [Continue Reading]
Are Clients hiding Their Real Business Stories from Us?
Are We reinforcing our organization’s Customer Disloyalty Program?
Customer disloyalty happens. When we fail to meet customer requirements after we initially attract and win their business. When customers become disenchanted, their loyalty is jeopardized. The next step is customer defection. Far too often, businesses of all sizes leave the customer’s loyalty in the hands of front-line employees. These gallant individuals deal with disgruntled… [Continue Reading]
When Professional Elitism becomes a divisive Workplace Force
Professional elitism is alive and well in far too many startups, businesses, associations and larger organizations. I won’t even get into the role(s) it plays in academia. Where do pockets of professional elitism exist in your own organization? This elitism takes many different forms. Often, it is communicated both subtly, as well as overtly. Unfortunately,… [Continue Reading]
How Superficial Collaboration cripples Successful Client Outcomes
When you have superficial collaboration processes, you disappoint clients, over the long haul. Hey, there is no way that I can make that statement pretty. So, let’s explore, shall we? For starters, your leaders, managers and employees initially convince themselves that they are collaborative. Simply by using the term “collaboration” over and over again, during… [Continue Reading]
What to do when a Small Business Leader is a Productivity Impeder
My client, a small business leader, consistently wrestled with inconsistent execution of strategy. Over time, this inconsistency cost him business. And he no longer could afford to overlook the issue. As a small business leader in the manufacturing space, he employed less than 20 people on his team. Consequently, each team member wore wear many… [Continue Reading]
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