Friday, January 24, 2014

Five Fundamental Business Paradigms


  • Leaders are always on stage. Their attitudes are contagious. Their attitudes have the power to create an epidemic of negativity or success.

  • Leaders pull their teams “up the hill”, face them, and do not turn their backs. Old school managers push employees.

  • Leaders develop others. Leaders understand when people need to be led and when to let people take the lead.


  • Drop the word Change (negative connotation) and replace with Continuous Improvement.

  • Need a consistent and credible W.I.I.F.M. (What's In It For Me)

  • Listen to concerns, be empathetic….but stay the course.


  • The organization’s customer service must add value to the customers’ lives. Your customers must feel good about their relationship with your organization.

  • The organization’s customer service must add value to the employees’ lives. Your employees must feel good about their relationship with your customers.

  • Customer Service is not work. It is an integral part of everyone’s job, practiced by all team members, and modeled by leaders at all times.


  • Grass roots development (pilot), plant the seed with the front line employees and with guidance have them grow the ideas, creates ownership….then recognize the individuals or teams.

  • A top-level commitment to invest in “true” training.
    (5-step process; Intro, show, try, feedback, follow up)

  • Sustain the process by instilling a continuous improvement mentality and start building a bridge for that improvement to avoid “flavor of the month” ‘isms.


  • First, revisit the above 4 foundation skills to determine the current state of the organization.
  • Business turnaround often calls for leadership changes, improved change management skills, ratcheted up customer service, and the introduction of new initiatives.
  • The organization must identify a vision and constantly focus on its achievement. Invite ideas and actions from everyone.

Thursday, January 16, 2014

Think Small, Stay Small

A collection of  "Really?!" one-liners,  business owners or potential business owners have shared with me in my free consultation sessions. Many became clients and I have helped them. The rest? Oh well,  I hope they found help somewhere.

Here we go...

"Do I really need a logo and branding, I thought only big businesses had that."

"Well, I want to make more money but I don't trust people."

"Do I have a vision and mission statement for my business? Not at all, do I need one?"

"I really don't plan too much or even have a strategic plan...I kinda just see how things happen."

"I want to open a restaurant because I love to cook, I'm a hard worker, and I have the support of my family...isn't that enough?"

"No, I have never worked in retail, but this new franchise opportunity this guy was talking about sounds great!"

" ...not sure if my business is up or down from last year, but I do know my bills are getting paid."

"What's a target market?"

"My point of difference? I offer great service."

"There is enough free help out there...I don't need to pay for it."

"What measurements do I have in place?...they are all right here (as he pointed to his head)."

" What is horizontal growth?"

"I have more clients then I can handle...I don't need any help."

I have so many more I can share, but you get the point. Now I admit, when I started my own business five years ago I said some of the same things, that is why I hired a coach...enough said.


Friday, January 3, 2014

Three "Gives" for 2014

Give people confidence,
by reminding acquaintances of your name.

-Did you ever forget someone's name that you should have remembered?                 
Think about how you felt during the conversation.

Give people hope, 
by answering your phone, 
 “… how can I help you?”

- Opened ended questions are always more inviting and productive.

Give people peace of mind,
by confirming receipt of their email or text.

-Did you ever send a very important email or text and wonder if he or she ever received it?

Simple, yet very impactful and rewarding. Start "giving" today!