Today’s Lesson: Great Customer Service Means Never Having To Say You’re Sorry Some managers are experts at “customer service” … they love putting out fires. Today’s Lesson: Real customer service is never having fires in the first place.
Today’s Lesson: Stop Tolerating Mediocrity “Inspect What You Expect” is a true, but wholly worthless adage. Why? Because bad leaders are the ones who most need to heed this advice; yet bad leaders NEVER INSPECT ANYTHING! (No matter how many motivational posters you have hanging around to remind them.) TODAY’S LESSON: Your team will […]
Today’s Lesson: If you’re not innovating, you’re obsolescing All successful, enduring companies have one thing in common: Innovation. (Simply put, they strive for Continuous Improvement.) TODAY’S LESSON: If your teams are too busy to improve, it’s time to find new leaders for those teams.
Today’s Lesson: Look in the mirror People don’t quit jobs; people quit jerks. TODAY’S LESSON: If turnover is a problem for you, you only need a mirror to find the cause.
Today’s Lesson: Be All-In or All-Out I deal with two types of managers when a company hires me to help shape their culture: Those who say they are all-in and those who are all-in. TODAY’S LESSON: Leaders must be “all-in” or “all-out” on a change in culture; there is no middle ground that you […]
Today’s Lesson: It’s time to stop dreading Mondays You know you love what you do when you’re genuinely excited Sunday night at the very thought that you get to go to work tomorrow. TODAY’S LESSON: There is something out there for you that will make you feel this way. Don’t stop looking for the next […]
Today’s Lesson: The worst time to take advantage of someone Maya Angelou once said “People will forget what you said,people will forget what youdid, but people will neverforget how you madethem feel.” TODAY’S LESSON: The worst time to takeadvantage of someone is when you can.
Today’s Lesson: Identifying Problems is Easy Isn’t it interesting how the negative people in your life tend to spend most of their time trying to get you to join in their misery? TODAY’S LESSON: It’s not hard to find people who can identify problems. To be truly valued in your organization, become the […]
Today’s Lesson: Disciplined, repeatable processes Most car dealers are coming off a record year that had nothing to do with strong, disciplined, repeatable processes intended to WOW their customers and improve employee retention. TODAY’S LESSON: If you don’t know how you got to the top, you have no idea how to stay there. […]
Today’s Lesson: treat the gun as if it’s not loaded Capitulation is not compromise; it’s surrender. Surrender just once under pressure and I’ll assume you’ll always surrender. TODAY’S LESSON: In business, when someone holds a gun to your head, treat it as if it’s not loaded.
Today’s Lesson: Why You Have a BDC Why are your sales managers the biggest critics of your Sales BDC? TODAY’S LESSON: If your sales managers did their job, you wouldn’t need a Sales BDC. (Quick Caveat: Save your comments; this lesson applies strictly to automotive retail in the US.)
Today’s Lesson: Follow the Money Doesn’t it seem like a strange coincidence that all the free industry webinars that tell you why you must use widgets are delivered by a guy whose company sells widgets? TODAY’S LESSON: Don’t be fooled by Snake Oil: Always Follow the Money.