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Leadership

Nice or Obnoxious Customers: CHOOSE!

I’ve recently been involved, as a customer, in a less than satisfactory situation. OK. That’s way too mild. This situation is totally unacceptable and unconscionable. There. Now I feel a little better! I was sharing some of the details with a colleague who shares a similar experience with this company. I thought I’d share what he wrote to me: It reminds me of what a sales manager told me years ago:  if you take your nice customers for granted and react to your obnoxious customers’ threats, you will wonder one day why you only have obnoxious customers.  The nice ones won’t yell; they’ll just leave. SO true! Rather than focus on the negative though, I think this is a good chance to re-examine my own customer service approach. Maybe it’s a good time for you to do the same as well! Question: Do you want nice or obnoxious customers? Our customers are our bread and butter. They deserve our attention, our concern, and, yes, our gratitude! In fact, as part of our Get It Done-ASAP goal-setting & accountability program we set a weekly gratitude goal. Mine always includes a gratitude mantra where I recite how grateful I am for my …

Celebrating Entrepreneurial Independence!

I had this brainstorm last night (when I get my best ideas!). We’re celebrating our country’s independence this week. What says American Dream, freedom and personal independence like business ownership?  Let’s celebrate our entrepreneurial independence this week! About a year ago I was driving down the center of Cincinnati on I-71. I passed my husband’s office-where he’s employed. Although I’m so grateful for his job and the security is gives us, my thoughts went to my freedom. Here I was, in the middle of the day, CHOOSING to go from place to place. I felt FREE, in CONTROL and ALIVE! Of course, this freedom doesn’t come without responsibility. That day, I was traveling from one client meeting to another client meeting. While my schedule is flexible and pretty much under my control, I won’t have a business without sticking to it! Freedom brings responsibility As I help people make critical decisions on their future, I feel that responsibility-greatly. As I commit to the employment of a contracted employee, I feel that responsibility-intimately. As I buy groceries to feed my family or pay the tuition bill, I embrace that responsibility-personally! I invite you to think about the right and responsibility, the …

150 Years Ago Today

  Four score and seven years ago our fathers brought forth on this continent, a new nation, conceived in Liberty, and dedicated to the proposition that all men are created equal. Now we are engaged in a great civil war, testing whether that nation, or any nation so conceived and so dedicated, can long endure. We are met on a great battle-field of that war. We have come to dedicate a portion of that field, as a final resting place for those who here gave their lives that that nation might live. It is altogether fitting and proper that we should do this. But, in a larger sense, we can not dedicate — we can not consecrate — we can not hallow — this ground. The brave men, living and dead, who struggled here, have consecrated it, far above our poor power to add or detract. The world will little note, nor long remember what we say here, but it can never forget what they did here. It is for us the living, rather, to be dedicated here to the unfinished work which they who fought here have thus far so nobly advanced. It is rather for us to be …

Entrepreneurial Leadership

We all know about leadership. There are over 70,000 books in print on the subject (a good number of which are on …