A great way to lose customers is to make them tell you when something is wrong. That makes them wonder if they should try your competition-a condition you never want to occur. An example we can all relate to is in a hotel. The problem with most … [Read more...]
Losing Your Business Is Like Gaining Weight
January 16, 2012 By
Most people gain weight slowly. Some don't even notice because they don't watch it carefully. On average, I read people gain about a pound a year starting in their 40's and then next thing you know-seemingly overnight, they have gained 20 pounds by … [Read more...]
Airline Flight Crews Running Amok-Bet That Makes You Feel Good!
January 8, 2012 By
I was flying from Rio De Janeiro to Atlanta on a Delta flight not long ago. On the afternoon of the flight it was threatening rain. Sure enough, at 5 PM it started raining. The flight was at 10:45 and under normal conditions, leaving the hotel at … [Read more...]
Triple Profits
January 3, 2012 By
2012 should be the year you triple profits. And you can do it. In fact, the way the economy is headed (I believe we will see a recession in 2012), you can't afford not to do it. But most of the things you might do are expensive, and risky. You … [Read more...]
A Bit of Nonsense in Inc. Magazine
December 30, 2011 By
Attached is a link to a bit of nonsense about turnarounds written today in Inc. Magazine. You can also read my response to the author, who is a CEO and should know better! http://goo.gl/Za0qo … [Read more...]
The Dirty Little Secret of Successful Companies
December 28, 2011 By
This was an excellent piece in the New York Times Small Business section today. http://goo.gl/uzsjQ. I posted the following comment to it: Dirty little secret indeed! When you allow 6's to stay on your payroll, you jeapardize your company and all … [Read more...]
Fedex Delivery Goes Terribly Wrong-and Your Company Is Next
December 23, 2011 By
In case you haven't seen it, watch this video about Fedex's most toxic employee- http://goo.gl/3fnDa. This idiot tossed a customer's computer monitor over a fence and shattered it to pieces. Someone got it on video and posted on youtube. And thanks … [Read more...]
Your dinky supervisor should be canned!!!
December 16, 2011 By
I read an advice article in USA Today that asserts most supervisors are not capable of giving an effective performance review. So therefore...the employee should hold the supervisors hand and show him the way. That is about the most ridiculous thing … [Read more...]
The First Contact Could Be Your Last-And Your Last Contact Might Save Your Profit-and Your Company
December 12, 2011 By
I was in a restaurant recently and the hostess was kind of on the crabby side. We had a party of 10 people and she was told it was only a party of 6. She was all-put-out that she configured the table for 6 and now would have to reconfigure it for … [Read more...]
Who Owns Your Customer?
June 15, 2011 By
The problem with most hotels (and most other businesses too) is no one “owns” the customer after the check-in. Sales may own the customer before, and the front desk may own the customer while he is checking in. But afterwards no one seems … [Read more...]
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