20 June 2014 ~ 0 Comments

Empty Tank Full Mind

Recently a professional speaker posed this question to a group of her peers: “How far are you willing to travel to a 3-hour workshop that meets your needs?” First, let’s ignore the whole “meets your needs” limitation. That’s entire article unto itself. “Meets your needs” smacks of “customer satisfaction” and we all know how worthless that is. As is […]

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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

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 ~ 1 Comment

Back-Up Coffee

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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03 March 2014 ~ 1 Comment

Emergency Coffee

A few weeks ago I was in San Diego taking a few vacation days after delivering three workshops at the DogWatch Hidden Fence annual Dealer conference in Huntington Beach, California. My fiance and I had asked an employee at The Nat gift shop if she could recommend any local restaurants near our hotel, and without […]

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27 February 2014 ~ 0 Comments

Don Draper meets Dr. Seuss

As most of you, as a kid I was a Dr. Seuss fan. Unlike most of you, I continued to not only be a Dr. Seuss fan as an adult — but look back on the old “children’s books” that Theodor Seuss Geisel wrote and see lessons for grown-ups. As a child Green Eggs and […]

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18 February 2014 ~ 0 Comments

200,000 Bad Drawings

The father of animation legend Chuck Jones tried and failed at many different types of start-up businesses. Each time he launched a new business venture, he would buy stationery and pencils with the company name and logo on them. When the business eventually failed, he’d give the papers and pencils to Chuck and his siblings […]

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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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