Now develop habits within your organization that amplify your MVV. In fact, we need to talk about behaviors (aka: habits) more than numbers. It is our behaviors that help us accomplish our MVV, not metrics. Metrics is a thermometer to take the temperature of an organization. Behaviors or habits are they way we get to the numbers we need. Thus, the living out … More The Culture Creator, part III
Once you’ve got a method and strategy for repetition now you must also hire according to your culture. Look for people who are passionate about your MVV. (Mission, Vision, and Values) Beware of the false idea you can turn them around. It’s like the relationship where the girlfriend sees the flaws in her boyfriend and agrees to marry him … More The Culture Creator, part II
Words, phrases, and nicely phrased mission statements need one thing to insure they are inbred into the culture of an organization: repetition. Your mission, vision, and values are not worth much unless they are lived out in the lives of those within your organization. Mission, vision, and values (MVV) are not goals, they are who you are. Goals … More The Culture Creator, part I
To spare you the details let me sum up our life…. Married almost 35 years, both having been divorced, we have six children and now 8 grandchildren. We started in Corona Del Mar, CA. in a small 3-bedroom bungalow and 5 children from my previous marriage coming and going. It was a small coastal town and … More Home at last
It’s been said from every corner and crevice of customer service lore that what we want to hear from our customers is, “Wow!” This is the ultimate comment a customer can make. It’s when they say: “Wow! They did this for me.” “Wow! I didn’t expect that.” “Wow!” They went above and beyond.” “Wow! I got more … More Capture the Heart of the Customer, part V
Last time we discussed seeing our customers as guests as a way of transforming the way we and our organization serves them. But there is even a deeper still method of seeing customers than simply as guests. Seeing them as angels. I know, weird huh? But consider this, there is a Scripture that supports this idea: Don’t forget … More Capture the Heart of the Customer, part IV
We’ve discussed that our goal needs to be to Capture our Customer’s heart before their money. The way to do that is to have an attitude of service. To do that we need to see them with our heart. Today we explore how to go even deeper: see customers as guests. What is a customer? To many they are … More Capture the Heart of the Customer, part III
Last time we emphasized the need to capture our customers’ hearts rather than their money. Today I want to give some idea as to how to do this. How do we develop a core of people with a sincere desire to serve others and to look at what’s in their best interest? Here’s how: see. We need to … More Capture the Heart of the Customer, part II
The cause of a thriving business is income. To generate that income, we need to provide products and services that our customers need and are willing to pay for. Not only that, we want to structure our businesses in such a way that our customers return and tell others about our products and services. This is the … More Capture the Heart of the Customer, part I (1 of 5)
I was going through my desk the other day and found an encouragement card I had received from a pastor and leader from several years ago. It is an interesting compliment. Here it is: “I always appreciated how well you disagree with people, including me. It’s a rare skill today to be respectful, open, and yet honest and … More Compassionate Disagreement
