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All day long, your business and your employees are managing work getting done. The more efficiently your organization executes commitments, the more money you make.Powerful and effective execution starts with powerful management. Powerfully effective management starts with powerful speaking and … Read More

Unless your business is perfectly run with no mistakes, there is some human error. Are you fully capitalizing on those mistakes? Are they new mistakes – or the same ones over and over again? Unless you set up daily and … Read More

Part 1 – Accountability Think of these next 3 posts as business power tools, or even better, business accelerators. They combat against the drift of entropy towards business as usual and mediocrity that is common to every business. 1. Accountability – … Read More

You hire someone who, at that time, seems to be the best person for the position. Everyone is happy – for a while. Then, at some point there is a problem. Do you stop to ask the question – is … Read More

Leadership doesn’t live in a title; you can have leaders at any level of your business. But, do you hear “I’ll do my best,” or do you hear “I will get it done.” There is a big difference between someone … Read More

Over 15 years ago, Southwest recognized just over 2,000 point of contact opportunities customers have, from the first call to arrival at their destination, and went to work to make each of those as positive an experience as possible. The … Read More

It’s important to distinguish someone’s technical job skill abilities separate from their ability to work with others in a team environment. Often, I see companies that have hired someone who is very good at what they do, but throws everything … Read More

Here’s a risky, progressive idea: Take the money you would spend on marketing, and spend it on extraordinary customer service. Works for Lawrence Construction, a Bay Area remodeler, and Zappos, a leading online retailer. It’s true that very few companies … Read More

(In case you don’t know, Zappos is an extremely successful online retailer that recently merged with Amazon) Deliver WOW Through Service Embrace and Drive Change Create Fun and A Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning … Read More

A wise person once told me “The Sole of Money is Service to Others.” But it’s so hard to keep that in mind when you really need to make a sale. Nothing drives a sale away faster than your customers … Read More