What is Empathy?
As we stand before the vast, impenetrable forest that is human emotion, the different types of empathy serve as our tools for exploration, guiding us through the complexity and beauty…
The Master Plumber’s Quiver: Five Arrows of Competence and The Art of Questioning
Once upon a time, there was a master plumber named Joe. His skill was unmatched, his reputation well-deserved. He was known far and wide, not just as a plumber, but…
The Straight Dope on Dirty Sales: A Wiseguy’s Guide to the Scams, Cons, and Sleaze of Unethical Selling
Listen up, ya hear? Because we’re about to dive into the gutters with sales practices — the tricks that the scum of the sales world use to make dirty money….
What core values matter most?
You want your core values to motivate the actions and behaviors you intended when you opened your business. After an inspiring meeting with the team, you distill all your beliefs…
What is my company’s mission?
You went into business for a reason. It was more than the money. You can make good money working for someone else. Let them take on all the risk and…
What is your company’s purpose?
You see them everywhere. Customer-centric aspirations that feel nice. Dang. That sounds like a nice place to do business with. They seem nice. I bet they’re nice. Nice. I call…
What is a SMARTER Vision for your company?
My friend Aaron had just tanked his plumbing business. He was sleeping on his mom’s couch with his little boy, freshly divorced. He had no money, no prospects, and even…
Freedom or Responsibility: Which Is More Important?
Everything good on earth exists on a plane of duality. The existence of all things good and pleasurable are meaningless without life’s trials and tribulations. Duality permeates everything, even business….
Customer Engagement: Why Delighting Customers Isn’t Enough
If you’re still hung up on merely satisfying customers, you’re making a colossal error. Don’t get me wrong. Keeping customers happy is necessary, but more is needed to win your…
The Moments of Truth for a Great Customer Journey
A great customer journey relies heavily on how a business manages a customer’s “moment of truth.” Coined by Jan Carlzon in the 1980s, the moments of truth concept paved the…