In business, most of the time it’s easier to say “yes.” We wish to serve, to solve problems and keep our customers happy. But “yes” isn’t always the right answer. The trail is pretty narrow, and saying “yes” can get you off the path just as quickly as saying “no.” Personally, I try to say …
This week, we were finalizing a contract with a new customer. The process of the last few days did not go as I had expected. Confusion from too many details had gotten in the way, and our customer did not understand the final proposal. In short, he was somewhat frustrated. While all of the facts …
A few weeks ago, I was the guest of a customer (and friend) for a Robert Burns dinner in Nashville. As you recall, Robert Burns was a talented Scottish poet who wrote about love, his own shared experiences of growing up poor and learning dignity. Often considered the national poet of Scotland, he inspired many during …
Do you know about the Raving Fans concept? It says that because of the poor service received in the past, customer expectation is often low. To me, if one’s business goes above and beyond to satisfy, you will not only gain customer for life, but an advocate in the community. A truly gratified customer will go out of …
A couple of evenings ago, I had dinner with two people I have known for years. It all started in 1990, when we were not getting paid for a project their company had an interest in. They stepped in, paid our bill and we finished. Since then, we have maintained the relationship and tried to do our …
Do you remember the scene from the movie Christmas Vacation when Chevy Chase is stuck in the attic? He ends up watching old family movies of years gone by. Something similar happened to me a few weeks ago. My son has moved out of the house, and over the holidays I cleaned up his room. …
In the world of social media and Web 2.0 (or 3.0, depending on your stance) it often seems the world is speeding past us. Some of the bad business habits that might have slid by a few years ago are getting called on the carpet, and with good reason. A recent conversation with Marc Corsini, …
We are about to start a project that has been in the pre-construction stages for two years. We’ve used of a couple of relatively new tools during this planning period: BIM (building information modeling) and IPD (integrated project delivery). It seems both initiatives are slowly working their way into real estate, design, and construction in one way …
You might build the best mousetraps. You might even deliver the best service. But if in the process your communication style misses the mark, you can negatively affect the way customers feel about your company. In my experience, this happens now more than ever. We are in a time of unprecedented communication means and methods. …
We’ve found that these days, our customers want real. Not promises or polish; but honesty. It seems that research agrees with what we are seeing, and the search for real transcends industry lines. Online, people identify more with iPhone videos than heavily edited commercials. At grocery stores, consumers are asking where their produce comes from, …
On the eve of D day, President Roosevelt led our nation in prayer. Every word was powerful, but the end particularly resonates with me: Help us to conquer the apostles of greed and racial arrogancies…let all of men live in freedom, reaping the just rewards of their honest toil. Regardless of which God you maybe …
I’ve found that networking and connecting are two very different things. To me, “networking” means interacting with your contacts, having a clear objective top of mind. “Connecting” comes from a genuine interest in people and creates a bond based on shared interest. Most people would rather talk to a connector. Through the experience of years, …