Shift Happens!® United Turned Possible Complaints into Actual Compliments.
Regardless of the industry, with few exceptions, the creation of a customer is a lost art. Truth is most companies tell you that they care but they clearly demonstrate they don't care. All of us can tell stories of poor customer service but we are often hard pressed...
Everything but Fleas at Chicago’s Maxwell Street Market
As the economy picks up I am always interested in what the small business person thinks about our future. Almost every Sunday I take a few hours to visit the Maxwell Street Market in Chicago. Even though it was forced to move from Maxwell Street to South Des...
I have a dream-do you?
Today marks the 50th Anniversary of Dr. Martin Luther King Jr's famous and often quoted speech. " I still have a dream. It is a dream deeply rooted in the American dream." My dream is that in this land of opportunity, in this land of freedom of thought, in this land...
Investigate before you Innovate. Can Bacon Flavored Diet Coke be the next beverage of choice?
This last week we completed our two-day innovation and work/balance workshop. It was an eye-opening event for everyone that attended including myself. What I learned from the group was that for most of them, they were not that innovative. The workshop was presented as...
Success is not a matter of chance. It’s a matter of choice.
Last week I gave a speech to a very large organization that was struggling with what to do given they were just coming out of bankruptcy. As I looked at the audience I realized that each of them had their own dreams. And the fact that they still had a job, a place...
Walgreen’s needs a new Apprentice
I was part of a group of speakers invited to speak at Walgreen University. When I asked about the fact that they ranked very high in merchandising and very low in customer service it became apparent that I hit a nerve. Truth is I like Walgreen Company. I admire what...
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...
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...
