The Reciprocity of Referrals
If you don't have people you can comfortably and unashamedly call for referrals, you haven't created high value, reciprocal relationships. I send people to my dentist, who's terrific. Why wouldn't he send people to me? Why would I be hesitant
Neigh!!
I've made the point that when the automobile was invented and proved practical, they didn't then go out and shoot all the horses. Yet the pony express stopped delivering messages when the telegraph and telephone and trains entered society. They
Problems
When I was working with Mercedes North America to improve service in their dealerships, I started with the highest-rated dealership in the country and asked the owner why he thought his ratings were so high. "Problems," he said. "You mean 'no problems'?"
Don’t Hit the Screw with Your Hammer
There are now plumbers, electricians, contractors, and a variety of home improvement people who operate virtually. They explain what tools to use, patiently wait after you've made a mistake or lost a part, and "walk you through" (or, perhaps really "talk you
Financial Problems
When you can't pay your bills as they come in, or you deliberately wait until the current billing cycle on your credit card is over, you have a problem. It might be insufficient cash flow, or insufficient savings, or a
Equitable Treatment
The IP you bring into an engagement is yours to take out. The client can't prohibit you from using your own IP elsewhere and in the future. What the client brings to the engagement is the client's and you can't
80% Ready: Move
When you're 80% ready, move. You can fine-tune after that. You'll never be 100% ready, and that final 20% represents most of your labor and is seldom ever appreciated by a reader, an audience, or a client.
Time Out!
It's interesting how much more effective college ongoing coaching direction is in basketball than football. I think it's because fewer players are involved, the coach is closer to the action, the coach has usually been a former player, and they
What’s in it for Them?
Behind every corporate business objective are personal objectives of the person or people advocating the goal. Find out what they are (reduced stress, shorter hours, higher visibility, larger bonus, etc.) and you'll achieve an important emotional connection that will enhance
Anticipation
I love the server or bartender who says, "Would you like your usual drink?" One guy sets up my martini when he sees me parking my car outside. Or when they automatically bring my wife a diet soda refill when