I don't like the chain restaurants. The decor, the food, the service, all orchestrated to make the experience predictable. That's one of the things I love about Europe, and closer to home, New York. Great food in small, boutique eateries that enhance … [Read more...]
Invite Feedback
June 30, 2014 by
Most companies avoid looking at themselves through the eyes of their customers, because they are scared of what they are going to find. Encourage your customers to complain, and provide meaningful feedback. Create mechanisms that facilitate this flow … [Read more...]
From the Archives – June, 2013
June 27, 2014 by
I am starting a new feature, where once a month, I share a blog post from the archives, from a year ago. This first post from the archives resonated with me because of the importance of listening as a critical communication skill. I hope you enjoy … [Read more...]
“What Exactly Do You Do?”
June 24, 2014 by
On more than one occasion, I have asked sales people this key question, to understand how they spend their time. "Well, I sell," is the party line response. OK, fine. Follow-up question, "But what exactly do you do with your time?" No response. If … [Read more...]
