Over the past few years, I have realized the importance of process. If there is no process for doing something, then I invent one. For example, writing this article involves having a template. Once I have decided on the subject I’m going to write about I start to create the blog with a lead. Then I [...]
In our age of technology and digital dexterity we read more and more via screens than we ever did.The growth of the Internet has led to us consuming news and engaging with each other in different forms, and as a result of this numerous traditional newspapers and magazines have gone out of business.How do you [...]
I've been seeing quite a few references to the term Trusted Advisors recently, and I've been talking to people about what they think it really means. The term seems to be applied more often than not to the field of consulting. However, I would suggest a Trusted Advisor is something we should all aspire to, [...]
A few articles ago I wrote about the importance of listening to help develop better relationships. Careful listening leads to better understanding of our customers, and in my last article I posed the question “What Is The client’s Notions And Why Should I Care?” Both of these approaches are largely predicated on the fact that [...]
How do we develop a strategic customer relationship? What are some of the things that we need to do? Experience has taught me that to be successful it starts with understanding what your customer wants. So many times I’ve observed people that go to see customers and all they’re interested in is getting the customer to [...]
I had just finished delivering my depressing weekly update verbally to my boss. Things were not looking good. And then he said, “Don’t come in here and tell me how f#@&ed up everything is, tell me how we are going to fix it.”Those immortal words, from one of my early bosses, have stayed with me forever. [...]
Have you ever been without Wi-Fi for more than a few days? If not, can you imagine what it’s like? I would bet you there are thousands, if not millions of people who would rather be without gas, electricity or water than Wi-Fi.We were recently without Wi-Fi for nearly a week thanks to the incredible [...]
I love Christmas. I was brought up in a family in England where my mother revered it, worked hard at it and made it a wonderful and memorable experience for all of the family, every year.She surrounded us with Christmas festivity and atmosphere. We had decorations all around the house and always had a fairy [...]
How can we evaluate our current relationships, measure progress and adapt for something that is so subjective?A few years ago I was dealing with a major account in the Quick Service Restaurant (QSR) business, aka fast food. Their senior management was changing on a quarterly basis and had been over the year. Companies go through [...]
I was with a potential client a few weeks ago at a meeting and was observing a conversation, actually more of a debate. It was getting quite heated and, as it approached boiling point, I interjected a quick quip that stopped them both in their tracks and they laughed. It was a tension reliever moment. [...]