It was at a coffee shop. The sunlight was at the perfect angle and it was shining in through the enormous glass window beside us. I was perched on an recycled steel chair and he was across from me on a bench. We were engaged in a deep conversation about … Read more about He Took a Bite of My Cookie: Why Intimacy is Such a Powerful Connector in Life and Business
Whether or not you play video games, or know anything about World of Warcraft, is irrelevant for this post. This post is going to explore what customer excellence means as well as the value in paying attention. However, I will digress a little into some WoW talk because... it's awesome. … Read more about Blizzard’s Customer Support Person May be a Better Listener than 90% of My Past Boyfriends
Eliciting Emotional Response: Why It Can Help You Create Value for Your Customer Where There Was None Before
I love my insurance and investments guy. Randy Little is not the pushy type and he focuses more on education than sales. In short: he's really good at what he does. Not long ago, Randy and I sat at my kitchen table to chat about my … Read more about Eliciting Emotional Response: Why It Can Help You Create Value for Your Customer Where There Was None Before
The past few months have been particularly busy and... challenging. I have said an enthusiastic "yes!" to more than I can handle and at first, it was great. Manageable even. But slowly, as it always happens, the plates that I balanced in the air began spinning out of control and … Read more about An E-mail I Wrote to Say, “I’m Struggling.” You’ll Never Guess How It Was Received.
"It's your job to..." "Why didn't you tell me before I decided to..." "I just expected you to know..." Blame games. He said, she said. Pointing the finger. Whatever it is, it always looks the same: you're wrong, I'm right and na-na-na-na boo boo. I'm a true believer in accountability. … Read more about You Are Equally as Accountable
Expectations. How does that word make you feel? For me, it is two-fold: When I expect things of others: hopeful and idealistic. When others expect things of me: nervous to disappoint. From Wikipedia: In the case of uncertainty, expectation is what is considered the most likely to … Read more about On Expectations
You know what ruined the concept of entrepreneurship for a lot of people? The idea of the Four Hour Work Week. Don't get me wrong, I love me some Tim Ferriss but dude derailed an important facet of owning a business that more entrepreneurs need to embrace: the hustle. There's … Read more about Are You an Entrepreneur? Embrace the Hustle.
I like analogies and metaphors. They are useful in explaining the intricacies of how things work to people -- even if those same people have no idea what you're talking about. It brings it all down to a practical, everyone-can-understand-it level, which is a delicious way to connect. Today I … Read more about A Car Analogy to Explain Client Expectations in a Service-Based Business Model