06 December 2014 ~ 0 Comments

Breaking Trust and Losing Permission

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The number of holiday sales emails this year is ridiculous! In past years I received one or two extra emails per list. Three was “aggressive”. But this year I’m getting three per day from some retailers and they simply don’t seem to care that their practice is annoying their list members and current customers. After all — we can just […]

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25 November 2014 ~ 0 Comments

The Disintermediation Uber Straw

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Have you seen the movie starring Daniel Day-Lewis called “There Will Be Blood“? It’s an incredible film with lots of great actors in winning performances. Even if you’ve seen it before, the movie is worth a second look, if only for the infamous “I drink your milkshake” scene. Spoilers here, so if you haven’t seen […]

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02 October 2014 ~ 0 Comments

It’s time to Can the “Can I help you?”

Ever go into a store and have someone who worked there ask: “Can I help you?” Of course you have. And 9 times out of 10 you replied with a “No thanks, I’m just looking.” The words “Can I help you” simply BEG that response. It’s programmed into our psyche. We heard our parents say […]

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05 September 2014 ~ 0 Comments

Your most important client should fire you

Your most important client is also your most neglected client… YOU. You would absolutely stop doing business with a company immediately if they treated you the way you treat yourself. Think about it. Compared to all the other clients you serve, YOUR projects are always the last to get done, your needs are the last to get met, […]

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27 May 2014 ~ 2 Comments

Are You Earning or Burning?

Everything you do Earns a sale (earns a conversation, a returned email, another phone call, a visit to the showroom, a positive online review), or Burns a sale (they never want to hear from you again, they tell 10 friends about their terrible experience with your company, they tell 10 million people on the internet […]

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12 May 2014 ~ 2 Comments

Customer Service Highs and Lowe’s

For a company with a marketing tagline of “Never Stop Improving”, Lowe’s may need to start an in-house home improvement project… A couple weeks ago my mother bought a new dryer (around $400 or $500) from Lowe’s. During the order/checkout sequence the clerk asked if she needed a vent/dryer duct hose (about $15). Since the older dryer she was replacing had been […]

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22 April 2014 ~ 2 Comments

Helpful Humor (and Cheesecake Appetizers) Break Response Patterns

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I’ve been exploring the idea of “Helpful Humor” in some recent blog posts. First on the Emergency Coffee article and then on my coverage of Dollar Shave Club’s colon cancer awareness campaign. In both instances these companies used humor to break their prospect of a pre-programmed response. According to a study I found referenced on […]

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31 March 2014 ~ 2 Comments

Back-Up Coffee

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This morning I arrived early for a meeting at a local Bob Evans. I told the greeter (who also turned out to be the server) that I was expecting to meet one other person. They noticed my laptop bag and asked if we’d need a place to plug-in. WOW… Nice job paying attention and trying […]

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11 March 2014 ~ 1 Comment

Wiping Out Cancer

Continuing on the trend of Helpful Humor I’ve been noticing lately, I wanted to share the activity of possibly one of the funniest businesses I’ve had the pleasure to spend my money with — Dollar Shave Club. Still the BEST commercial you’ll never see on television, these guys didn’t quit with a one-hit wonder (technically, […]

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05 February 2014 ~ 0 Comments

SlideShare Smarts

About five years ago I discovered SlideShare and decided to upload a couple of my older slide presentations along with a version of my book “100-Whats of Creativity“.  Every so often SlideShare sends me an email with a running count of views they’ve received and at one point the SlideShare version of my book earned […]

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