The New Reality About Service
We're enjoying a family vacation here in Vegas. Employees are working very hard, clearly understaffed, especially in restaurants. But it's all about management. When you give people support and empower them, they can make decisions "on the front line" that
Right and Wrong
Don't set out to prove someone wrong, focus on proving you're right with evidence and examples. Otherwise, you're involving others' egos and emotions and you're going to make your battle more difficult, despite the merits. That's especially true in groups. "Let
Who’s the First and Last Person You See?
When you hire a hostess (over 85% are female, so all you gender-counters forgive me) for your restaurant, wouldn't a basic criterion be a pleasant demeanor? Isn't the job basically about getting people seated rapidly and politely (notwithstanding vaccine checks)?
Raising Fees Is Step Two
If you want to increase your fees, start at the right place: First increase your value in the perception of the buyer.
Timing
In meeting with a buyer be diagnostic in your discussions about issues to address. But once hired and implementing, be prescriptive.
Let’s Try “Business Media” Instead
I'm always asked in my sessions how valuable social media are for marketing consulting/coaching services to corporations. People know my answer, there's a total silence, breath is held, and I reply, "Not valuable." This is because corporate buyers—buyers—not HR people,
Atlanta
My session in Atlanta was a welcome return to live sessions after 19 months and we had 50 people, some of whom flew in for the day. After ten minutes it felt a if the last time were just yesterday.
Benevolent Floods
We had a huge storm overnight. Our two-acre pond flooded over the driveway and nearly up to our bridge. The flooding "cleansed" the pond, and washes out some of the detritus on the bottom, the decaying leaves, and so forth.
Input or Outcome? Low Fee or High?
If you offer "deliverables" (reports, training, focus groups, research, etc.) you are a commodity, because so many people do that. That's why human resources simply looks for the cheapest training programs. But if you offer outcomes (higher profits, stronger referrals,
Real Interviewing
I've counseled executives for years to look for energy, enthusiasm, and a sense of humor in job candidates. These qualities can't be taught or coached, they're intrinsic. You can teach almost any content to people, but not these behaviors. So