Why Customer Care Is the Secret Sauce to Success

Many companies tolerate poor customer care. Could the damage be $84 billion annually for US companies as some sources claim?  In a recent trip to an automobile dealer to purchase a car, the sales person stunned me. After a test drive in a pre-owned car with 25,000 miles, I asked for a copy of the […]

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What Your Employees Want You to Know About Authenticity

One obvious requirement of business leadership involves the universally respected value of trust. This leads us to the topic of authenticity. Are business leaders today seen as highly rated by their authenticity or are they seen as disingenuous, shallow, self-promoting or even dishonest? Are business leaders trusted? This is a hard problem to quantify. Entire […]

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Don't Give Worry the Keys to Your Mental Real Estate

When the pressure is on, we worry. Everyone makes up stuff to some degree. Why allow these stories to occupy such valuable mental real estate? Some of us are more susceptible to worry than others. Regardless of your propensity to ruminate, it is quite expensive. For one thing, it raises your cortisol level which has […]

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Use a Culture Makover to Yield Better Results

The shared assumptions, values and beliefs in your business, are the culture producing your results. How people in your organization dress, behave and execute their jobs is influenced significantly by this system. It’s everywhere. It permeates everything. It’s an invisible yet powerful force. It’s the corporate personality. The cost of a toxic culture can be […]

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Leadership Hacks to Play the Long Game

Ask someone to define leadership and they might say something such as the ability to get others to follow. Can’t argue with that. How do leaders behave? It’s mostly about what you do, not what you say that demonstrates leadership. Having a leadership title is the easy part. The following are five hacks that leaders […]

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Take the Short Cut to Go the Long Way

Entrepreneurs like to get things done quickly. They do not like to waste time because time is money. It is tempting to take a short cut because it seems faster initially. While a short cut works out occasionally, it most often takes longer and costs more. We think fast is better. I heard an Atlanta developer say “patience […]

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What to Do When Urgency Meets Complacency

Are you thwarted by complacency in your organization? It is a common problem especially in successful companies. Complacency is an expensive habit to practice. Resting on your corporate laurels lulls you into a feeling of security that is counterfeit. There are dangers lurking everywhere. Having experienced successes, people relax to enjoy the results of their […]

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Why Leaders' Words Matter.....A Lot

It is true. Words are free. Underestimating their power is costly.                                Haven’t we all said something we later regretted? In some cases, we are unaware of the impact of our words for good or ill. Words have power; choose them wisely. Business leaders, for example, unwittingly stymie creative thinking with “Have you thought about this […]

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Maintenance Saves Time and Money

Let’s face it. Repairs and maintenance are not glamorous. They are, in fact, an inconvenience.  Many entrepreneurs put it off. They are simply too busy running their businesses to maintain equipment, update software, train employees, and revise procedures, for example.  If you do not have time to maintain the parts of your business you rely on to […]

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Why Impact Dominates Productivity

Productivity is not what matters most. Making an impact matters. You probably know people, surely not you, who are running from pillar to post. They even complain (or boast) about how busy they are all the time. Busyness does not equate to influence. For example, checking off items on your long “to do list” keeps […]

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