Believe in yourself
Overcome objections
Increase performance and satisfaction
Make informed decisions and just do it
Remove Fear As A Barrier to Innovation
Step out of your comfort zone on the Journey To Bright Ideas
At ARIA How You Think Is As Important As What You Think
Last month I had the privilege to work with an exceptional organization to assist them to achieve their goals, overcome challenges, and solve problems. ARIA Resort and Casino brought together sales, marketing, catering, and operations to discuss how to continue...
Frequent Flyer Fiasco
The federal government woke up yesterday to block the merger of American and US Airways. The time for the objection should have been five or six years ago when all of the airline mergers started. Who benefits from the merger? Certainly not passengers. All it does is...
WOW them: It’s called a customer ‘return’ policy for a reason
D-A-T-I-N-G Your Customer means you know they have choices. It's called a 'CUSTOMER RETURN' policy for a reason. W.O.W. them instead of 'why' them. Store returns are a fact of retail life. No matter what you sell, people will want to return things. They come...
10 Questions to make Shift Happen! It’s not about price.
The last few days I have been privileged to work with one of the newest and largest casino resorts in Las Vegas, one of the largest media publishing companies, and the largest trade association for staging, audio-visual production. While each client had different...
Write the Wrong Way
When they give you ruled paper, write the wrong way. It's a visual representation of moving outside the lines. If you don't want the 'lines' to control your direction you must be willing to take risks. More importantly you must be willing accept failure. Failure is...
4 Tips for Soaring Past Your Competition
In the beginning most companies were small and nimble. The new motto of innovative organizations should be ‘catch me if you can.’ Confronted with a constantly shifting array of Customers, competitors, strategic alliances, as well as increased market...
5 Tips to Deliver Excellent E-Commerce Customer Service
Customers are bringing a whole new set of expectations to shopping on the web that never existed with traditional retail stores. Typical internet Customers go to your site, input their information, hit the send button and boom! They expect UPS at their door. Because...
All In The Family Predicted Shift Happens!
Forty years ago I was watching a show called All In The Family. The head of the household, Arnie Bunker was a radical thinker. His comments were always the subject of 'water cooler' chitchat the day after the show aired. It was ahead of its time in issues it addressed...
I Love Lucy’s Creativity
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CITI Mortgage Tops My List of Worst Customer Service
Loyalty programs are under a microscope these days. Customer service is what makes one company successful and others distressed. We all see the changes in how we are treated. Calls are outsourced to Asia. Staff is reduced. Hours of operation cut. Customers return...
Myth #5: “Satisfied Clients are the best advertising I can have.”
This is simply not true. Clients pay you for your services or products. They do not call others to tell them what you did for them. If they are happy they continue to do business with you…if not they move on. Listen to them. Learn to see the invisible opportunities...
Myth #6 “If I work hard and provide a good product I will be a success.”
Ben Hogan, golf legend, said his success was based on Three P’s I. Practice II. Persistence III. Perseverance By doing all three he figured out how to perfect his golf swing. Do you think he could win over Tiger Woods? I think not. Tiger Woods perfected Hogan’s...
Myth #4: “When Times are tough go back to basics.”
Myth #4 “When times are tough go back to basics” Innovation is not an invention. However all inventions are innovations. Innovations include objects and substances, but processes, strategies, methods, and ways of doing things. Innovations are how we make money...
Myth Busted #3 “I need all the business I can get.”
Myth #3 “I need all the business I can get.” As I said before choosing a client is a powerful tool that shapes your business. My first client was Toyota. Toyota is still a client 25 years later. They built my business. They educated me. I delivered more than I...
Myth Busted #2: Large companies are safer.
Myth #2 “Large Companies are safer than smaller ones.” The value you offer to small or midsize companies is frequently more clearly recognized. You’re often working with higher or mid level executives instead of mid and lower level managers at a large firm. The choice...
Myth Busted #1 I need to cut prices.
In these times of difficult economic conditions, global conflict, domestic unrest, we all face challenges. I don’t' care what the media says, companies and individuals for the most part are struggling. Illinois has the 5th highest unemployment and it is not getting...
At the corner of happy, healthy, and dissatisfied
What we want from companies is consistency and honesty. As a constant observer of customers, I have discovered discerning customers need more. They will pay for value. They demand good service and will patronize those companies that provide an exceptional experience....
6 “carry-on” customer service lessons from the ‘friendly skies.’
The airlines collected $1.7 billion in fees for the first half of the year. Now both United and American Airlines charge $200 to change an airline ticket. In some cases that is 50% or more of the price of the ticket. What are they thinking? Why not simply say, we...
Dare To Be Different: Innovate
Being different used to be a bad thing. Today there is an unceasing desire to know more. Perhaps you are seeking solutions instead of worrying about what you can’t do or can’t control. Most of us work in an environment where everything has to be out the door 20...
Big Ideas Create Big ROI: Return On Your Innovation
Let’s face it most businesses are faced with a constantly shifting array of competitors, religious dictums, increased market volatility, environmental issues, and price sensitivity. Your opportunity lies in developing the ability to move and change as rapidly as your...
Reach Us
505 N. LAKE SHORE DRIVE
SUITE 6601
CHICAGO, IL 60611
312 • 527 • 1111
ENGAGEMENT STEP 1
Get the Right Topic Recommendation
Tell me your audience, theme, and desired outcomes. I’ll recommend the best-fit topic and format.