Here’s Rule #1
If you have trust and lose it, it's extremely hard to recover it. Similarly, if you have rules but don't enforce them equally, rules are undermined. When the restaurant with a dress code allows exceptions for a special customer or employees
Weak Links in the Chain
My prediction is that companies are going to focus on shortening, localizing, securing, and simplifying their supply chains, having seen the ability to sabotage pagers and other devices shipped to Lebanon from Taiwan. The US is blocking cranes made in China
End Games
I routinely beat a friend at chess until one day he was giving me a great game and suddenly said, "Well, now I'm in trouble." "What are you talking about?" I said, "you're playing better than ever!" "Yes, but I've never gone
I Don’t Talk to People in Elevators
Every time I hear about an "elevator pitch" I think of pitching someone out of an elevator. This is a relationship business, not a con game. Sales are not adversarial, with someone "winning" and someone "losing." They should be "win/win."
I Can Do Anything You Can Do Better….
I happily watch a squirrel acrobatically defeat my "squirrel-resistant" bird feeders (after all, he has to eat, too), and I know it's the same squirrel every day. Just because others haven't been able to ski the hill, or scuba dive, or
It Has A Beat I Can Dance To, Give It A Ten
Some of you will remember Doo-wop music from the 50s and 60s, where the beat was so profound and simple that anyone could follow it. You felt it. For me, it was an opportunity for this pretty lousy dancer to hold
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