SimpleBiz360™ Podcast: Recent Episodes
Jeffrey Mason
The SimpleBiz360™ Podcast highlights customer-pleasing, overlooked and ignored business principles rooted in common sense. Each 10-20 minute release strives to deliver insightful questions, impactful ideas, and infotainment quality.
As vendors, we are in the business of winning customers to our side. Being polite was a given during the 1900’s. However, nowadays politeness is being dismissed, and replaced by speed of mission. When was the last time you took a step back and looked for politeness in your dealings with customers? If you don’t find it, we highly encourage you to view politeness as a sign of respect for potential customers, current customers, and associates. Your repeat and referral business will appreciate it.
Support the show
We live and work in a world that is so fast paced, that we only have about 30 seconds to make a good first impression. What are you doing with that first 30 seconds with a potential customer? Are you planning this out? Are you rehearsing the dialogue? Are you considering human interest, and human relations principles as you manage your team, and their handling of first impressions?
Support the show
Deliverables must equate to what expectations were promised. Otherwise, promises made are nothing more than empty words that often create negative customer experiences. Too many negative experiences, and your company will be on the next bus to the business boneyard. We encourage you to make sure the Omelette delivered to table # 9, looks just like the picture in the menu. We encourage you to make sure promises are reinforced by a proven track record of delivering what you promise, not what you think you will deliver, or what you hope to deliver.
Support the show
Sometimes when we try and fix a customer problem, we bump into the discovery that we are making things confusing, and complicated for customers. How cool would it be if a team of employees were to go out and look at every aspect of the business, and uncover other opportunities to exchange complication with simplification? This could be a fun summertime project. Simplicity is admired by most customers.
Support the show
The business landscape is littered with scads of operators that tend to sweep issues under the rug, rather than roll up their sleeves and try to fix issues. Problem sweepers are a dime a dozen. Sweepers are easy to find, but solvers are a rare commodity in today’s world of apathetic workers. Next time you’re confronted with a difficult issue, we encourage you to look at it as an opportunity in disguise. Issue resolution allows a worker to develop new problem-solving skill sets. Problem solvers win the hearts of associates and customers, and they can command higher salaries than sweepers.
Support the show
People feel disconnected and uncomfortable when they’re having a conversation with someone who is only half listening. What amazes me, is how many times we choose to do this in business. Why? If you are trying to win a potential customer to your side, why would you only give them half of your attention in the process? If this is you…perhaps you should think about paying full attention to someone who might be spending money with your company.
Support the show
Eye to eye contact builds connectivity during a business conversation. Looking down, or looking away creates customer uneasiness, feelings of alienation, and heightened skepticism. Teach, train and manage, consistent eye to eye contact with buyers, and watch your customer loyalty increase.
Support the show
Creating customer confusion is one of the quickest ways to eliminate potential repeat and referral business. To avoid falling into this trap, one of the easiest fixes is to make sure your company is using the same terminology whether you’re talking to an associate, or a customer. This will ensure seamless conversations, comprehension clarity and margin protection.
Support the show
Each touchpoint creates an opportunity for a customer impression. However, very few owners, or executives, have ever counted the number of touchpoints in an average transaction. With that said, it’s hard to manage customer satisfaction if you can’t identify and measure satisfaction. Impressions are good and bad, and research shows it takes about 10-12 positive impressions to erase one bad impression. Maybe it’s time to start charting, training and managing touchpoints? If not, then buckle up, because your are on a road that will take you anywhere it wants to go!
Support the show
Perpetual procrastination can literally send your company to the boneyard. How? As proprietors, we constantly see opportunities for improvement, but we rarely act on them. In many cases, these missed opportunities might be costly enough to sink your company. I know because I have lived out this scenario in one of my business failures. If you’re constantly procrastinating, why don’t you try waking up tomorrow and start hunting for three, small ways to improve your business. Not wholesale changes…just minor tweaks to product development, administration, customer service or processes. If you were to install three, one percent changes, you would have 36 improvements in the course of one calendar year. The results could literally save a sinking ship! It might be time to put perpetual procrastination in your rearview mirror.
Support the show
One of the biggest time wasters in business, and a large contributor to margin erosion, is being in the habit of touching the same thing multiple times. Streamlined businesses, mega-profitable businesses, and many well-run manufacturers realize the significance of touching things one time only. If you want to decrease touches, then we have a great place to start. We suggest you begin your improvement journey with your incoming email and postal mail. Simply open it, read it, process it, and file it. If you start doing this on a regular basis, you’ll find that your streamlined task management mindset will create more quality time to devote to other business duties.
Support the show
This is a classic contributor to broken promises. So many customers get upset at vendors who dropped the ball. Customers often chalk this up to a vendor that they think is inept and incapable, when in fact, the vendor is overcommitted. Are you overcommitted? Do you suffer from FOMO when it comes to taking on jobs? If so, we encourage you to think about taking on what you can handle.
Support the show
Sounds like a silly question, but you would be shocked at how many of us vendors miss the mark time, and time again. Most of our customers are given the name, “Hey”, when we could easily address them by their name. Maybe it’s time to take a good hard look at how many times you call a customer “Hey”, when you could call them by name? Always remember, to that person, their name is the sweetest sound they could hear. Increase your repeat and referral business by making one, simple change as to how you say hello to customers.
Support the show
Have you ever examined your business through the lens of identifying pain points in your business? It’s a great exercise, and can be very fruitful. Every once in while assemble your team for a story-telling session. Encourage them to share their stories that illustrate customer pain points with your business. Once identified, get rid of them and replace them with customer-pleasing methods of handling that experience component of your transaction process.
Support the show
Sounds like a funny question right? Well I just ran into a very strange situation a few months ago, and I feel compelled to share it. I was leaving a voice message for a vendor when I heard a bunch of F-bombs coming from him as I was leaving my message. Apparently, the vendor never stopped recording, and it eventually captured an inter-office business conversation laced with vendor F-bombs. The F-bombs start revealing themselves about 10 seconds after the vendor voice message finishes, but the caller never hears a beep prompting the caller to start leaving their message. Imagine how many customers, or better yet, potential customers, have heard this, but never said anything to the vendor. I called the vendor to let him know, and he was flabbergasted. Maybe it’s time to check your voice message. Keep listening to make sure it doesn’t contain something potentially embarrassing, or damaging to business opportunities.
Support the show
In today’s world, so many buyers have one eyebrow up when they meet with vendors. A classic, and easily detectable mistake is when vendors rely on assertions instead of claims. What’s the difference? A claim is a statement that can be backed up with evidence, and an assertion is a baseless statement with little, to no evidence as back up. Where do you and your customer facing teams fall? Maybe it’s time to make sure that you’re using claims instead of assertions?
Support the show
I learned a valuable, and painful lesson years ago. I met three customers for important lunch, and for the second time, I was 15 minutes late. Little did I know that the leader of the customer group was an ex-marine, and punctuality was a standard operating procedure for him. As I greeted everyone and sat down… I got my head handed to me. From that day on, I have worked diligently on trying to be punctual in business. It’s probably one of my biggest weaknesses in business, and life. I constantly try to get better at it. What say you? Where do you fall in the spectrum of punctuality? What improvements can you make?
Support the show
This concept may get a chuckle or two. However, this operating tenant is often times skimmed over in the board rooms and training rooms. The customer experience is set on the right axis if the vendor displays genuine politeness. This is especially important in the first 30 seconds of a business relationship. Starting the transaction, and continuing the transaction with the common thread of politeness will enhance positive reviews for each customer experience. It’s simple, yet grossly overlooked. Maybe it’s time to find out what your customers think of you? Don’t be shy… ask the question and be prepared to be a little shocked.
Support the show
Customers find great comfort when their vendors operate in patterns that are consistent, and good for the customer. Inconsistency is one of the most common occurrences in business today. The companies that flourish are those that operate with a set of standard operating procedures that becomes an insurance policy for consistency.
Support the show
Successful businesses don’t live on the extremes where people either really like you, or really dislike you. Successful businesses, learn how to win the middle staying away from the exterior. Utilizing the tenants of professionalism is the best way to avoid the traps of being on the outer edges. Winning the middle acts is like an insurance policy that leads to healthy repeat and referral customers levels.
Support the show
Business streakers are fast operators who vanish just before they get the project ball across the finish line. These enthusiastic beginners magically disappear at critical times. As a result, customer projects yawn past expected completion dates, and the streaker fails to answer crucial phone calls, emails, text messages, or knocks on the door. Poof! Gone! Nowhere to be found! Then all of a sudden, like an unexpected sand storm, the streaker reappears to frantically bring the project across the finish line with a flurry of issues, mistakes and excuses. If you are a company leader, we encourage you to locate your streakers, and then STOP them before they ruin your company. Retrain them if possible, or remove them. This is why customers detest business streakers. Customers want even-keeled project management that avoids streaky service hampered by problems!
Support the show
We are going to flip the tables and talk about customers for one minute. As vendors attempt to provide quality services, questions may arise that need customer input, or direction. The customers can be both invoice-paying customers, or internal associates. Regardless, I have watched many transactions travel through time-wasting, and money-wasting rapids that could have been avoided with expedient, and comprehensive customer feedback. Do you want smooth and timely transactions? Okay, then answer 100% of the questions you are asked, and answer them with punctuality! Quality transactions are usually paid for with the two-sided, customer/vendor coin.
Support the show
This can be a fun, simple and productive exercise. Start by asking yourself for the top three things that irritate you when you purchase something? Then, hunt within your own company to see if these pain points exist within your operational structure. Once found, eradicate them and replace them with customer-pleasing services. Do this exercise periodically, and turn your lemons into saleable lemonade.
Support the show
Design well. Manufacture to exceed expectations. Take no shortcuts. Audit properly. Audit regularly. Be the customer. Constantly improve. Imagine if you were to run your company with these seven principals? The result could be a premium price that you explain once, and that is defended by exceptional deliverables.
Support the show
Do you want to deliver a pleasant surprise to your customers? Do you want to look fresh and exciting to customers? If so, all you have to do is take ownership of you actions, and retire the societal trend of blame-shifting. Novel. Humble. Endearing. Lucrative. Make action ownership a hallmark of your company, and watch your business grow!
Support the show
Many companies put the cart before the horse by expecting customers to trust them first, rather than earning trust through action. Has your company inverted the trust relationship? Repeat and referral business grows for companies that consistently demonstrate trustworthiness. Do your actions back up your marketing and sales claims? Are you expecting and demanding trust from customers, or are you willing to be an earner?
Support the show
We live in a feature driven product world. Buttons, modes, settings and codes accompany so many products we buy. But what benefits do all these features serve? If you are not in the habit of explaining what the features do for customers, now would be a great time to start generating effective ways to explain the benefits of all these buttons, modes, settings, and codes.
Support the show
This is a classic example of putting yourself in the customer shoes. If you want to make customers happy, do your very best to eliminate mysteries. The best place to start is to voluntarily provide information that addresses the questions of why. If you can prevent your customers from asking unnecessary questions, they will love you for a long time, and refer your company to other people.
Support the show
The majority of our business correspondence is quickly embracing minimalistic content over comprehensiveness. In other words, we are leaning into communications that look like texts instead of letters. If this is you, are you confusing customers more than assisting them? Is your communication becoming too abbreviated and cryptic? Are you creating a cache of customer defections? If so, maybe it’s time to be brief, clear and succinct!
Support the show
Changing customer expectations mid-transaction is usually a dangerous proposition. If you want to increase repeat and referral business, make sure that your deliverables meet the expectations that you advertise.
Support the show
Most customers like vendors that employ sales and service personnel who make things happen. There is nothing more frustrating to customers than to watch their orders handled sluggishly. In addition, customers love vendors that can solve problems quickly, efficiently, creatively, and with tenacity. If your customer facing employees lack these inherent qualities, it’s probably time to move to Plan B which is a focus on hiring initiators who can lead.
Support the show
Business issues that have no immediate solutions are rather common. What’s uncommon are vendors that meet problems with multiple solutions that are ready to plug and play. No one likes to hear about problems unless they can also hear about remedies. We encourage you to find ways to be a remedy centric company who focuses on creative problem-solving.
Support the show
Often times we overlook the significance of providing customers with voluntary updates. Information is KING. Information is powerful. The value of putting customers at ease is hard to quantify, because it is almost priceless! Demonstrating good order stewardship is proving that you care about the customer’s money. If an apple a day keeps the doctor away, then information given away, keeps your customers happy today.
Support the show
“Tell them what they want to hear to shut them up!” “Keep the deal rolling…tell them what they want to hear.” “Don’t lose the deal…tell them whatever you want…just don’t lose the deal.” “I don’t care what you tell them…they better not cancel the deal.” Do these lines sound familiar? If so, take a look at how many customers got a line of BS from your company similar to the previous quotes. Customers are smart…much smarter than we care to admit. Today is a GREAT day to stop the BS, and start telling customers what they deserve to hear.
Support the show
If you want to win over millennial and and Gen Z buyers, being authentic is essential for vendors. Be real. Be genuine. Be transparent Be honest. Be humble.
Support the show
Customers want vendors who are primarily classified as doers. Customers want orders to flow seamlessly. They want action. They don’t want lip service, they don’t want clever schemes, they don’t want blame shifting… They just want vendors who do what they say they’re going to do. Ready. Set. Go.
Support the show
Imagine reading one business skill-building book with a goal of obtaining three take-aways? Imagine doing this once a month for 12 months? With 36 new skills sets in one year, imagine the goals you could achieve, the raise you could get, or the new job you could obtain? Skills are transferrable from one job to the next. It all starts by cultivating a mindset to acquire new business skill sets! If you don’t know where to start, then we suggest you start With Dale Carnegie’s book entitled “How To Win Friends & Influence People.”
Support the show
Our fast-paced business world is moving further away from this principle. What would happen if we made a deliberate effort to talk with our customers? It's a simple question about a lost art! We encourage you to carve out some time to bond with your customers. They will love it, and you will pick up many, many ideas that can be used for continuous improvement!
Support the show
Imagine a high school football team that never practices, and only shows up to the games. They would be a disaster. Now replace the football team with your customer service team. Why do we let customer service reps play the game, without practicing with them to ensure they are creating positive customer experience experiences? Role-playing is like practicing. It is essential for success. When will you start role-playing with your team?
Support the show
Business is a two sided coin. One side is what you sell. The other side is how you sell it. Each side of that coin creates customer experiences. Is your company actively dissecting all of the experiences you create? Are you sometimes overlooking the “how you sell” side of your business?
Support the show
Transactions have routine components that are common with most every sale. Many of these components involve interaction with the customer. These are commonly called touch points. Do you know how many touch points are in your routine selling process? Do you manage your team for successful outcome with each touch point? If your answer to both questions is no, maybe it’s time to explore improving your customer experience deliverables as a series isolated events, rather than an overall purchasing event?
Support the show
Customers can sense when companies are setting the service bar at a bare minimum. The companies that aim higher elevate the customer experience, and will benefit from an abundance of repeat and referral business. Avoid being “run of the mill” and aim at delivering exceptional customer service.
Support the show
One of the hallmarks of top tier companies is to anticipate the wants, and needs of customers. if your company routinely assesses the necessary components of customer success, you will always be one step ahead of creating bad experiences. Anticipating customer desires is a well-constructed pathway to ensuring favorable deliverables, and levels of customer satisfaction that exceed buyer expectations.
Support the show
Sometimes a series of small changes help you deliver better customer satisfaction , rather than making wholesale, sweeping changes. When was the last time you sat down to identify 10 or 15 improvements you could make on your website? When was the last time you challenged the wording of your website? When’s the last time you tried to modify your procedures to make it easier for the customer? Imagine implementing 10 or 15, one-percent changes within 24 hours? These can become small force multipliers. Try it sometime. We are confident you will love the outcome.
Support the show
Voluntary communication from the vendor is a display of good stewardship in action. Customers want to know that their money is being spent wisely. Vendors demonstrate good stewardship by sending voluntary information designed to educate, inform and equip customers with helpful updates about their transaction. Do you want more repeat and referral business? Courtesy communication is a great tool to help you achieve that goal.
Support the show
After decades of consistently baking up conversations in writing, I let my guard down one time in December. The lack of written confirmation came back to cause me painful issues in February. Do you confirm the details of critical conversations in writing? If not, maybe it's time to start. A two-minute email could save you thousands of dollars!
Support the show
Turn the noise off, leave the electronics home, find a place to think… and continuous improvement ideas will pop up everywhere. You just need to quiet the noise, search your mind, reflect on possible improvements, and then write them down. It can be therapeutic and refreshing at the same time. Our minds are amazing creations, and we really see what they can produce when we search and listen. How about you? Do you ever search your mind in total quiet, and with a pen and paper nearby! Try it. The results will astonish you!
Support the show
Football quarterbacks often call audibles because they read the playing field and see something that could damage their play calling. We are no different in business. Sometimes we need to call an audible in order to reshape our approach to something we see when we read the room. Do you read the room routinely? Do you sometimes reshape your approach after reading the room?
Support the show
The short answer is customer feelings. The day has come and gone, where product and services stand on their own merits. In today’s economy, businesses must be keenly aware of how they are making their customers feel. If you’re not managing this mindset, it’s time to giddy up, and address the 800 pound elephant in the room.
Support the show
Time is money. Time is short. Time is a precious commodity to a business. What are you doing to reduce the time and toil customers have to spend doing business with you? Maybe it’s time to look for ways to save your customers more of their precious time?
Support the show
Mature companies often find themselves saddled with internal squabbling about issues that are actually quite insignificant. If this is happening to your company, you are inadvertently taking your eye off the customer ball. Maybe it’s time to revisit your roots, and fall back in love with focusing on some of the major issues that can create good customer experiences.
Support the show
Black holes are unanswered communication. As time ticks by, the inquiring party becomes increasingly agitated because their inquiry has gone unacknowledged, and unanswered. Many deals have been lost, and many customers have defected because they were sent to a cyberspace blackhole by a vendor. It is time to Wakey-Wakey! Just answer your dang communication! Do a 180 degree turnaround today!
Support the show
Margin erosion is a sneaky business killer that can unnecessarily send a company to the boneyard. Becoming a doctor of details is essential to protecting the precious pennies of profitability. If you are not willing to get into your company weeds, than brace yourself for a painful impact sooner than later? What say you? Are you putting your operational weeding gloves on to make sure you are retaining the profitability listed on your costing sheet?
Support the show
After 35 years of tracking bad customer experiences, the lack of these two actions are the bedrock of buyer dissatisfaction. Period. End of Story. You want a more profitable bottom line? Do you want to stay in business for the long haul? Do you want customers to come back for more? Deliver on these two actions and most of your problems will be solved.
Support the show
The best return happens when companies aim their improvements at customers. Buyers have a keen awareness of which companies prioritize customer satisfaction over company profitability. The best companies know that happy customers will lead to healthy bottom lines. Where are your improvements aimed at?
Support the show
The common thread of championship athletic teams is humility. At a certain point, once the collective team becomes humble, the real improvement and growth starts. Without that humility, the teams will never achieve the ultimate goal of a championship. It’s no different in business. If we want to succeed, and grow as businesses, the collective personnel must become humble enough to pursue improvement. Are you humble enough?
Support the show
Sadly, customer perception molds customer reality. This reality may not be true, but to the customer, it is their reality. If companies want to create better customer experiences, it behooves the company to understand the various realities customers are seeing, feeling and receiving. If you have never jumped into the customer shoes to experience your product/service, now might be the perfect time to do so. While your at it, get behind their keyboard, wear their glasses, and sit in their chair. You will quickly learn that customers see our companies differently than we imagine.
Support the show
Companies can lose BIG money when they deliver a product that looks, and feels inferior to the original sample. This happens all too often. Why? Companies want to pad profitability by using cheaper raw materials for the order fulfillment production. Is your company doing this? If so, maybe it’s time for an integrity-driven approach to filling customer orders? BTW…the example in this video created a $696,000 loss for the manufacturer!!!
Support the show
Many of us split our work week between our homes and company offices. Trade professionals transition from job to job in the same day. Each of us has common tools of our trade to work quickly and efficiently. However, many of us come to a work location without the necessary tools to perform our duties. Is this fair to our employers? Is it fair to customers? What about our associates and team members? Is it time to repack your backpack or car to make sure you have what you need to do your job?
Support the show
We invite you to follow us for two minutes per week. With a small weekly investment of 120 seconds, you will come away with two business questions designed to stimulate your thoughts about how to improve customer satisfaction. Follow. Like. Share.
Support the show
I could pay for a weekend at a ski resort If I had a dollar for every time a business associate printed an attachment, but ignored the email it came with! The accompanying emails often contain special instructions, requests, conditions, or previous agreements that act as addendums to the attachment. Are you training your associates to pay attention to both components of correspondence they receive?
Support the show
Many buyers prefer to order products and services independent of interacting with customer service personnel. Does your order entry process service “do it yourself” purchasing?
Support the show
Can your customers effectively order product from your catalog? Or, do your customers have to go on a hunt and peck internet search to gather the information they need to place an order, just because your catalog is not informative enough? If you are making customers go through more investigating to order, then it is time for the marketing department to wakey-wakey!
Support the show
Perception is a two-sided coin, but only one side truly matters! Does customer perception matter to your company? Some executives are blinded by self-pats on their backs while delivering mediocre service. Are your eyes opened to the cruddy service your customers are getting from you? Time to wakey-wakey!
Support the show
Giving something extra is another way of expressing customer appreciation. L’agniappe is a Cajun expression that labels a mindset of giving something extra. To the Cajun culture, it is a conscious mindset that encourages usage. The trick is to provide this “extra” something without the recipient asking for it. What about you? How well do you deploy L’agniappe?
Support the show
The reality is that 80% of handwritten notes will get thrown away. The remaining 20% will quietly love them, save them, cherish them , or reciprocate by responding back. This applies to customers, spouses, kids, grandkids and friends. I would much rather put a smile on the 20% audience who appreciates receiving a heartfelt message. What about you? We invite you to go a little “old school” by exploring the magic of handwritten notes.
Support the show
Expressing appreciation is a dying principal in modern business. There is no way around this. Saying THANK YOU to customers is all but dead. An expression of appreciation on a paper, or text receipt is not making any customer feel warm and fuzzy. When are you going to pick up the phone, write a handwritten note, or send some chocolates to a customer?
Support the show
Why? Why? Why? In my 35 years of doing business, whenever there are problems, customers always want to know why. However, so many vendors get a failing grade when it comes to answering this simple question. If you want to make customers really happy, start telling them why there are issues with their orders…don’t just tell them there are issues. The main question on their mind is why. When will you start providing answers to the most prevalent question in business?
Support the show
Customers defect after they have endured enough doses of la-di-da service. Time is the currency of the Experience Economy. When customers sense the violation of their time, they usually say goodbye to that vendor. It is simply their way to punish bad service. Where is your company in this cause and effect equation? Is it time to revise your service mindset?
Support the show
What would customers say if you asked them what they thought of your customer service? Would they describe it as a lackadaisical approach to servicing orders, or a professional, well oiled machine? Talk to your customers. Be your customer. Find out what they think, and then throw away the Ladida approach and exchange it for a buttoned up approach. What say you?
Support the show
Business is looking and feeling too casual these days. We operate at WARP speed, cutting corners, multitasking constantly. Then, amidst all this chaos, we partially answer questions with cryptic, text abbreviations. Our associates, or customers often ask us 2,3 or 4 questions at once, and then we go on to answer in unintelligible, short-hand quips that have tons of grey area, and, we only answer one of the multiple questions. This leads to misinterpretation, mistakes ensue, customers defect, and hard-earned profitability is swept away by the mistakes. Is this you? Is this your company? Let’s all wake up and start writing business correspondence in complete sentences. Stop the insanity! Today!
Support the show
What if we became Chief Encouraging Officers at the office? Most of us spend more time working than we do with our own families. As a result, the workplace often takes on the role of our second family. Knowing this, why don’t more leaders adopt a mindset of knowing employees by name, and knowing a little about their families? Maybe your employees are going through something, and encouragement could help their situation. We invite our audience to start knowing more about their employees. Try being a Chief Encouraging Officer!
Support the show
Intercompany divisions, often pursue goals, and objective specific to their operational structure. However, lost in the shuffle, is tying all the divisions together, so that everyone works in a harmonized effort to satisfy the customer. Are your internal divisions pursuing divisional success over total customer satisfaction? It’s a fair question that many companies need to answer. How about your company?
Support the show
The first 30 seconds we meet potential customers is all we have to make a good first impression. When we succeed, we launch the transaction process with the wind at our back. When we don’t succeed, we dig an unnecessary hole that can often be hard to climb out of. What is happening in your company with those first 30 seconds of customer interaction?
Support the show
We often hit the business “Danger Zone” when we blindly copy and paste attractive-sounding business procedures, instead of critically thinking critically about our own business. Where are you in this click and drag world? Do you manage by shallow convenience, or by deep thought?
Support the show
The answers to improved profitability often hide deep below the way things look on the surface. Are you a detail-surfer, snorkeler or scuba diver? Maybe it’s time to do a deep dive to become more profitable.
Support the show
When it comes to faulty behavior, societal trends often suggest we adopt a blame-shifting mindset over a self-ownership model. However, in business it is quite the opposite because the orders usually stop flowing when a customer is dissatisfied. In business we have to buck the societal leanings, eat some humble pie, and then accept the fact that we need to improve to get the orders flowing again. This takes a mindset of humility. Are you will to eat some humble pie in order to serve your customer better?
Support the show
How to keep customers is not a topic often discussed in business board rooms. We spend a lot of board room time talking about getting new customers. However, we need to spend as much time discovering more ways to increase customer satisfaction so we can retain the buyers we have. What about your company? Is it time for a new mindset?
Support the show
Customers can easily tell when they are unwanted. As businesses, we like to think we put the welcome mat out for everybody. However, sometimes we send the wrong message to our inquiring customers. Is it time for your company to audit what you are projecting to customers?
Support the show
The concept of being an expert leaves little room for improvement. Do we really want put our products and services on a self-proclaimed pedestal, or do we want to come across with an air of humility?
Support the show
Are you actually listing a phone number? Are you actually answering calls, recording voice mails, listening to these voice messages, and then acting on them? If you are not managing the phone properly, you are running the risk of creating unhappy current, and potential customers. Maybe it’s time to start treating your phone with the respect customers are looking for!
Support the show
At the end of our careers, very few of us will be able look back and say that we accomplished what we set out to do. Why? The reason is because so many of us don’t know where we are going, and instead, we opt to travel any road that takes us forward. What if you were to create, write down, a then look at your career goals often? Two things would probably happen. Number one, you would achieve many of your goals. Number two, you would feel satisfied by living out a successful career. When the sun sets on our careers, it is not for other people to measure our success. It is up to each of us individually. Goals help us satisfy our own career aspirations Have fun setting your goals!
Support the show
When interviewing with companies, please remember that many previous interviewees have spewed endless lies and embellishments about their workplace capabilities. So how can you separate yourself from these other liars? Easy! Bring the receipts. Prove your capabilities during your interview. Many people claim things they cannot prove. Don’t be one of those false claim artists. Prove your capabilities.
Support the show
One of the best insurance policies for a successful career, is to develop a mindset of continuous improvement. With this mindset, your career can become more lucrative. Without it, you run the risk of hitting a dead end. Is it time to take out a new career insurance policy?
Support the show
The answer should be 36 new business tools. Settle for nothing less. Imagine doing this for 5 years? Do it, and watch your career take off!
Support the show
This is a great look in the mirror type of an exercise. Some of us do business with the utmost passion, and often times our excitability can be mistaken as anger. Double check the way you talk and interact with associates, customers and executives. Are you projecting, genuine passion, or does your excitability project as anger?
Support the show
If you want a contagious business quality to help grow your business, then try your hand at displaying genuine enthusiasm. Customers crave authenticity, transparency, and truth from suppliers, and they can sense one they run into a phony. So when they run into someone who is genuinely enthusiastic, it goes a long way to creating a healthier business relationship.
Support the show
Customers want easy to understand product explanations. Brevity and clarity should be the horses pulling our product carts. Does this sound like your company? If not, we encourage you to find ways to become brief, clear, and understandable (BCU) to customers.
Support the show
New managers, new leaders, new employers, and potential job opportunities all want to know what we have done in our careers. However, so many executives have been burned by people who say they did something, but never prove it, nor can they prove it. If you want to set yourself up for success, and get the best career opportunities, then start saving your business accomplishments in hard copy format. This way, they will never disappear, and you can always prove that you’ve done what you claim you have done. Start today!
Support the show
This is all too common with face-to-face interactions. If you choose to consistently invade the personal space of a buyer, then be prepared for the possibility of losing that customer. Very few people like to feel crowded, or boxed into a corner. Above all, no one likes to smell the hot breath of someone standing too close to us while they are speaking!
Support the show
When displeasing repetitive patterns continue without any change, aggravation grows, and customers disappear. Eventually the rubber band of customer grace breaks, and they are lost for good. It is essential for companies to determine their displeasing stress points. Promise keeping is an action that speaks to customers. Repetitive, and empty promise making becomes meaningless noise. We urge you to fix things before customers say enough is enough.
Support the show
Many products require subcontractors to play a vital role producing what has been designed. If the final product quality is compromised, we have to alert these partners, and ask for them to modify their production in order to achieve success. Is there a disconnect in product production, or is the REAL disconnect hidden in the lack of clear expectations we gave our production partners?
Support the show
Lost customers are the death of most young businesses. Finding out why customers are defecting is essential to long-term sustainability. How do you find out? Talk to your customers, and spend time thinking about things as if you were the customer. Sweeping the reason or reasons under the rug will surely send the business to the boneyard. As business owners, we MUST figure this out, and then we must change to customer-pleasing products and services.
Support the show
“SPINIPULATORS” combine spinning plus manipulating to wreak internal, and external havoc. These truth-distorters vomit false narratives designed to elevate themselves at the expense of other teammates. We can knock them off their perch with facts. Document timelines, conversations, and emails. If you persistently follow these three suggestions, you will eventually defeat most of these crafty narcissists.
Support the show
Most customers are smarter than we give them credit for. Perpetual excuse- making vendors put themselves at high risk for a short business life. Many buyers can easily detect vendor BS, and the quick penalty is a lost customer. Sadly, often times these unhappy buyers will share their frustrations with many other people. If you are a vendor/supplier, maybe it’s time to focus on results? Maybe it’s time to stop making excuses?
Support the show
Calculating all the variables that go into a establishing a standard cost is an
arduous process. Like it or not, this is where we have to put on our lab coats, and become a doctor of details. Bypassing certain cost components can be deadly to a small company. Are you being a doctor of details?
Support the show
I started a business in 1990 and it suffered from a fundamental mistake. We built our financial projections based on $69 a transaction. However, had I done my research, I would have discovered that the area market rate was $45. The company lasted for 15 years, but it limped along with moderate returns on investment. What about your company? Have you done your competitive pricing research?
Support the show
Do you charge customers for warranty, shipping and handling? If so, are you sure that’s the way you wanna do things? When customers pay for mistakes they didn’t make, they usually disappear into thin air. Think about it! Do you really want to partake in this upside down behavior?
Support the show
Customers like companies that proactively pave the way for smooth transactions.. Reactive companies do very little paving, which usually results in clunky, and troublesome transactions. Proactive companies eliminate obstacles before they occur. Reactive companies wait for obstacles. Which reputation do you want for your company?
Support the show
Employee buy-in can be much deeper, and more productive if management leads by example. The days of executives telling employees to do one thing, and then they do another are long gone. Managers who grab an order and row with the team become an inspiration to the entire organization. Is it time to row with the team at your company?
Support the show
Do you advocate for customers? How often? To what degree? Do customers bear witness to instances where you deliver on advocating for them, or do they just hear empty words? We all have inter-company directives, goals, and objectives, but the employees don’t chip in and pay invoices for the goods and services we provide to customers. So, why don’t we put the customer needs above ours? Afterall, customers pay the invoices that fuel our paychecks! Sometimes priorities can be really simple!
Support the show
“I’ll explain our price once, but I’ll never apologize for our quality.” The words of Terry McManus were defensible. So many business people operate in a “Word Salad World” where empty statements cannot be converted into provable claims. First of all, is your product or service good enough to charge a premium price? Secondly, if so, can your company prove it? Have fun defending your premium price!
Support the show
Schemes and scams are a fast track to the business boneyard! Customer are way more intelligent than scammers give them credit for. Maybe it’s time to do a full company-scrape for any unwanted schemes and scams being conducted by your personnel? If you are intentionally misleading customers, it’s just a matter of time before it all caves in on you. Maybe today is a good time to start deploying honesty, integrity and truth-telling?
Support the show
During my career I have witnessed dozens of executives avoid managing tough business situations. Why? I’m not totally certain, but most of the times it seems rooted in mistaken identity. In other words, they see their obligation to manage as an eventual path to confrontation. Not liking confrontation, the executive turns away, avoids managing altogether, and the problem festers and mushrooms. If this is your company, maybe it’s time to redefine the expectations of leadership?
Support the show
Proactivity is a wonderful business quality, but sometimes unique situations require reactions to solve an issue. Contingency plans can’t always be planned out, but many times that can. Has your company ever examined the various contingencies that can be mapped out to help mitigate future calamities? Maybe today is a good time to start planning out contingencies? Turn the mission into a fun collaboration process. The curve balls are sure to come. Why not be ready for some of them?
Support the show
“When you’re wrong, admit quickly and emphatically.” Dale Carnegie’s sage
wisdom remains as powerful today, as when he uttered them 90 years ago.
Humility is an endearing human trait that is dissolving away in modern business.
How about going a little “old school” to show customers you own your mistakes?
Your buyers will reward your honesty and humility. Why? Because you are not
blame-shifting like other vendors!
Support the show
“If you can’t measure it, you can’t manage it.” Harold Geneen’s simple, yet
powerful words can be a bright light in a dark room. Company performance, and customer perception has to be convertible into metrics that can paint a factual picture. Without them, it’s like trying to navigate a path in a dark hallway!
Support the show
Using acronyms can often sound like cryptic, mumbo-jumbo to the customer ear.
Perhaps it is time to exchange unfamiliar acronyms with names, and descriptions
that customers can actually understand, and relate to?
Support the show
Imagine an Octopus with eight sucker-bearing arms, a soft body, and a strong beaklike jaw. Now transfer this image to what happens when a company lies to a customer. Each outright lie (body) ends up requiring many sub-lies (sucker-bearing arms) to support the false story (body). Here is the rub…customers detect lies more often than not. What can we do to stop this? Easy…find the crooked jaws within your company, weed them out, and then start to tell customers the truths they deserve to hear. The health of your business will get better as your company watches the Octopus swim off into the deep waters.
Support the show
Features, features, features. What about the benefits? Many companies fail to explain the “WHY” when it comes to listing features. in the features. What if you were to pair every feature with a benefit. “The real benefit to you” is a phrase more customers need to hear. What’s in it for the customer?
Support the show
Customer transactions travel a road of various micro-experiences (transactional components) that shape buyer’s opinions, perceptions, repeat and referral business. Collectively, these components are called Experience Events (EE). Are your identifying these events? Are you managing these events for customer-pleasing delivery? If not, you may unknowingly be waving goodbye to healthy repeat and referral business. Perhaps today can be the beginning of your Experience Event journey?
Support the show
Customer complaints can set up course corrections for companies that are going off road! The keys to getting back on track are 1) listening to the customer (not just hearing), 2) being humble enough to accept the criticism, 3) and being smart enough to fix the problems! In many cases, the complaints have a common thread that make the course correction that much easier to recognize.
Support the show
The appetite for “DIY” products and services has never been higher. What does your company do to cater to this modern mindset? Assuming no salesperson will aid potential customers, what information are you providing to assist informed decisions? Do you deploy tools of Silent Selling?
Support the show
Are you in need of some additional ‘WOW” factors in your business presentations to customers? One of the coolest ways to do this is to search your facts, features, and benefits vault for things you have never communicated to customers. Once discovered, tell and sell your customers in ways that create more compelling “AHA” moments.
Support the show
Perception and facts often compete for the truth. Perhaps it is time to start examining the perceptions customer have of your business, and the services that are delivered. Often times companies lose customers just because their bad impressions became a reality that may be void of fact!
Support the show
Some research suggests the need to create 12 positive experiences in order to negate the effects of one bad experience. 12-1 odds are a mighty hill to climb. Unreturned voice mails contribute to making that hill. Are you sure you want to let voice mails go unanswered?
Support the show
Flexibility. Creativity. Willingness. Finding solutions that solve unique issues. Going the extra mile. Never saying never. Do these descriptions sound like your company? If not, imagine what kind of repeat and referral business you could attract by becoming these descriptions. CANDO companies win more friends and influence more people then CAN’T DO companies.
Support the show
Mirrors fill a board room during an inter-company meeting. Edicts are laid down, and attendees are told to reflect what the C-level demands. Imagine what would happen if companies abandon that reflective mindset, and exchanged it with an outward-looking mindset? If customers pay the bills, then why don’t more companies look through the windows that lead to discovering what customers need and want!
Support the show
To some companies, servicing really kicks into high gear after the sale. Why then? Because those companies realize that the repeat and referral pot of gold awaits them, when their paying customers feel they are being cared for after the sale. We encourage you to inject this mindset into your business models.
Support the show
We have all witnessed companies that aren’t flexible. They defend their legacy procedures as a badge of honor, and claim they have been doing business the same way for decades. For some companies that is their hallmark. For others, it is going to allow the competition to zoom by them. Where do you stand? Do you have some stinkin thinkin that needs to get eradicated?
Support the show
Imagine if you and your team went hunting for ways to become more streamlined with customers? After all, time is the currency of the experience economy, and saving customer time converts to money saved. Have fun on your hunts! Be bright. Be brief. Be done!
Support the show
Does your management style look like this: “Your hired. Come in tomorrow at 4:00, and you can start waiting on those tables of hungry people.” Why do so many brands manage this way? Are you sure these employees know the mission, and all the mechanics that support the mission? Maybe it’s time to reprioritize the order in which we teach, train and delegate.
Support the show
Is failure always traceable to employee ineptitude or carelessness? Or, is failure the result of risk takers who stick their neck out to try something new? No company gets better unless they fail first. How will your corporate culture process future failures?
Support the show
Review. Sort. Pile. Then, when you have time, manage the task later. Or, imagine managing each task as you encounter it? Imagine how much time you would save by steam lining task management?
Support the show
This sounds like a funny question! However, the reality is sad. So many companies don’t train their associates to be greeting initiators. When we bypass the chance to greet first, we are often starting the transactional experience as thought the customer is an intruder! Why would we do that? Why do so many of us do that? Imagine if your company deliberately started saying hello first?
Support the show
Our surroundings are filled with observations and conversations that can reveal potential improvements for our businesses. All we have to do is look, listen, and think! Are you in? If not, you are possibly missing some cool, easy, and impactful change agents that are tucked inside everyday life!
Support the show
One. Just one. Today. There is low-hanging improvement opportunity fruit all around us. We invite you to grab a pen, paper, find a quiet space, and we are confident you can find an easy, customer-pleasing improvement in 30 minutes of thought. One. Just one. Today.
Support the show
Like it or not, consumers are gauging the purchasing process through the lens of experience. Every word, motion, action, or inaction, seems to be subject to an experience scorecard. If your company is not buying into this, you are most likely losing potential sales to the competition.
Support the show
Be the customer from time-to-time. Thank about how your products, and services affect the buyer. As you peer through the user lens, ask yourself what you would want to know. This periodic exercise can be fun, and beneficial to your bottom line! We encourage you to embrace this mindset. Think. Fix. Deliver. Create more repeat, and referral customers.
Support the show
Do you give customers detailed information? How often? Is it vital information? Are you bypassing the release of pertinent information the customer is wanting to receive? What formats do you use to communicate information. Is this information written with internal company-speak, or is it presented with simplicity, and clarity that customers can understand?
Support the show
Solving customer problems requires a rolling up of the sleeves, managing the details, and finding a workable solution. This can be hard work requiring patience, diligence, and research. Is this your company? If not, should it be?
Support the show
CIT units are a valuable corporate component that can offer insight to necessary changes. As many athletic coaches have said, “if we are not striving to always get better, we are getting worse.” Why? Because competitors who use CIT units will surpass stagnant mindsets. Complacency breeds mediocrity.
Support the show
Most customers like it when vendors display good listening skills. Vendors have heard plenty of customer feedback, and many times the feedback is very similar. As a result, the vendors start to finish the customer sentences in hopes of speeding things up. If this is you, maybe it’s time to slow the train down, and let the customer finish?
Support the show
Very few customers admire vendors that talk over them. Humans have two ears to listen, and only one mouth to speak. If over-talking is overtaking your customer interactions, then maybe it’s time to let listening overtake talking?
Support the show
Business writing skills are deteriorating quickly. As we drag societal norms into business, our letters and emails are filled with cryptic acronyms, incomplete sentences, and confusing messages. Where are you in this mix? Where is your team in this mix? Maybe it is time to revamp our writing skills?
Support the show
Customers rely on vendor product knowledge like a car driver depends on headlights in the dark. As vendors, we are called on to share our knowledge in a professional manner. Are you being professional, or is the art of condescending auto-correction the tenor of your conversations with customers?
Support the show
The true cost of creating unhappy customers is crippling. Let the next 60 seconds tickle your ears, and improve the ways you are servicing customers.
Support the show
Scripted, and teleprompter utterances are overwhelmingly rejected by the most recent generations of buyers. Authenticity is the desirability of modern consumers. So, what are you doing to answer the call?
Support the show
Often times, customers are much smarter than we give them credit for. In fact, customers usually know when we are shoveling them word-dung. What if you started telling customers what they deserve to hear?
Support the show
Making outlandish claims is a huge shortfall in the business world. What if you could use seven, simple tools to covert your statements into provable claims. Tune in for 60 seconds and we will share the Magnificent Seven!
Support the show
This “give and take” world needs more professionals who invest in the future of business. We spend our careers learning our crafts, and then earning the rewards. Yet, many of us stop right there. What if we were to add a RETURN chapter to our careers?
Support the show
Simply put…do you teach CSR mechanics that emphasize getting to the customer, before they get to you? Imagine the depth of customer satisfaction if your company aimed at this target?
Support the show
Red Zone Tugging (RZT) is one of the largest contributors to customer defections. Perhaps today is the right time to investigate if your business is infected with RZT?
Support the show
Continuous Improvement can be fun and lucrative. All it takes is a mindset that hinges on asking, thinking, identifying, researching, listening, observing, trying, applying, or frying.
Support the show
This mindset personifies a customer-centric culture that delivers excellent satisfaction. Buyers reward vendors who deliver customer-first service. Want more repeat and referral business? If so, then start reshaping your service model today!
Support the show
Does your company culture contain a mindset that values vendor relationships. Today might be the perfect day to turn your purchasing team into a Vendor Relations Team!
Support the show
Putting customers on a service merry-go-round sews seeds of discontent, and many times leads to permanent customer defections. Maybe it’s time to stop the gamers in exchange for instant servicing?
Support the show
Technology now provides tools that allow us to read, respond and react to customer issues with lightening speed. However, so many companies have leaders who cannot answer a simple question for 2 weeks. Why? Because they are traveling. How lame! If this describes your business, maybe it’s time for some changes, and some Technology Tool Training!!!
Support the show
Does your customer know where to turn to get an answer? Maybe it is time to consider ways to stop keeping customers in the dark!
Support the show
Sometimes we make doing business harder than it needs to be for our customers. Maybe this is a good time to pick up a shovel, and streamline the tasks we require from our customers.
Support the show
Random audits are a great way to discover, and fix mistakes you don’t want to keep passing onto customers. The bottom line…never allow your deliverables to look like wilted mint in a mojito!
Support the show
What if something “OLD SCHOOL” could be considered “FRESH” by our customers? Maybe it’s time to take a trip to the post office!
Support the show
Well over 50% of our customers expect less service than our businesses advertise. Today could be the perfect time to start exceeding those customer expectations?
Support the show
Tough situations deserve leaders that don’t shy away from managerial duties. Maybe it’s time to take inventory on which managers avoid management duties because they fear confrontations!
Support the show
Societal trends are rapidly removing phone conversations from daily life. However, the phone is still important to the operation of many businesses. If you are one of these companies, maybe it’s time for some phone role-playing!
Support the show
Are your customers receiving stewardship service without having to ask for it? Is it time to reexamine your CSR mindset?
Support the show
When was the last time you actually asked a customer what they think of your products and services? The digital age is pushing us away from talking, or visiting with customer. Maybe it’s time for a REBOOT!
Support the show
Imagine rarely measuring your actual production costs against the estimated costs on paper? Far too many businesses suffer from this lack of detail management. Don’t wait until year end to find out. We invite you to start measuring and managing today!
Support the show
Getting into the weeds of business details is not sexy, or fun. However, customers love vendors that do the gardening to ensure seamless transactions. What say you?
Support the show
As we do life, continuous improvement ideas are all around us. How often do you dissect a situational observation, and then relate it to improving your business practices?
Support the show
Not sending invoices is a spotty illness that affects many small, medium, and large businesses. Maybe this is the perfect time to do an invoice audit at your company. You might be surprised with the results!
Support the show
Calculated profitability is usually much different than what actually hits the bottom line. Is it time for your company to investigate, and correct costly variances?
Support the show
Customers get sick of the same old…same old. Price…quality…delivery…blah…blah…blah! Consumers want differentiation, and they will pay for uniqueness. What attributes separate your company from the pack of competitors?
Support the show
Many customers see through false, and exaggerated claims. Becoming a truth detective is a common practice for consumers who have been burned too often. How does your company prove claims?
Support the show
Bad transactional experiences often result with customer defections. Are potential repeat customers never coming back for seconds? If so, how are you going to fix it?
Support the show
Humility is a trait that customers don’t often see from companies. How often do you eat some humble pie, and actually apologize to a customer when you made a mistake?
Support the show
The epicenter of the Experience Economy is how well we respect customer time. To be good stewards of customer time, we must be doctors of detail, and we need to put customer needs above our own. How do customers score your level of care?
Support the show
The Experience Economy begs companies to understand what customers want, need, and deserve. If we believe this, then why do so many companies operate without customer service protocols, or training?
Support the show
Systemic problems often have roots in unmanaged issues. Sometimes this becomes a pattern that appears in many areas of the business. How is this affecting your customers? Better yet, how is this affecting your bottom line?
Support the show
Out of fear, leaders often select to ignore tricky situations. Why? Because they mislabel the mess as a possible confrontation, when in reality, the adversity is an opportunity to put management skills to work!
Support the show
How often does your company check to see if marketing, social media, sales, and service are on the same page? In other words, does the picture in your menu match what the kitchen delivers?
Support the show
Is your company casting a cryptic net by confusing customers with internal jargon they are unfamiliar with? If so, then maybe it’s time to get everyone on the same page!
Support the show
Companies often search high, and low for ways to improve. Sometimes, the
answers are in broad daylight!
Support the show
Often times companies lighten their hourly workloads by casting time-consuming responsibilities over to customers. Are you sure this is the type of customer experiences you want to create?
Support the show
Buyers appreciate companies that make their jobs easier. What are some of the ways your company can streamline the buying process for your customers?
Support the show
Professional sports use slow motion technology to assist with accurately analyzing gametime activity. Imagine the improvement opportunities businesses could uncover by seeing transactional activities in slow motion?
Support the show
How does your corporate culture teach, train and coach associates on delivering sincere customer gratitude? Should leaders leave expressions of appreciation up to chance, or certainty?
Support the show
This one-minute question invites you to double check your stated expectations, against what the customer actually experiences. Do they match up? Do they marry with each other? Do they connect?
Support the show
This one-minute question invites you to double check your stated expectations, against what the customer actually experiences. Do they match up? Do they marry with each other? Do they connect?
Support the show
Today we zip through a 60-second challenge asking you to be the customer. Simply ask yourself, as the customer, do I clearly understand the what, when, where, and how this transaction is happening?
Support the show
The Sales Force, and Customer Service Department interact with customers more than any other personnel, yet their input is often ignored in board room planning sessions. How often does your company use ideas from the teams who deal with your customers the most?
Support the show
When was the last time you asked a customer what they did not appreciate about doing business with your company? This OMOQ installment invites you to discover customer-pleasing corrections, simply by consistently asking customers a loaded question.
Support the show
We spend this next minute questioning the consistency of seeing things through to the end. Are you streaking customer projects to the twenty-yard line, and then disappearing for a few days, forcing customers to poke you, nudge you, and tug at you, just to finish the job?
Support the show
How much emphasis are we placing on respecting customer time, and money? Should we design service departments, or stewardship departments?
Support the show
Today’s one-minute trip looks at customers who may be left wondering if we just heard them, or if we are really listening to them? What say you?
Support the show
This 60-second chin-rubber asks us to contemplate how much time we devote to deeply thinking about our business? Copying & pasting, and clicking & dragging have their place in business, but how often is critical thinking the horse that pulls our business wagon?
Support the show
Our one-minute adventure focuses on our aptitude for doing a little upstream swimming. Is following conventional wisdom always the right direction?
Support the show
Our one-minute journey looks at the epicenter of who receives the majority of the benefits from the services you render? Do you put more emphasis on having your services benefit external customers, or internal associates?
Support the show
Join us October 22nd for our new format called One Minute One Question. We ask…you answer!
Support the show
Understanding the causes of bad customer experiences has been my focus for 35 years. Learning how to identify, avoid, correct, and reverse these experiences has been my passion.
Buyers are starving for business partners that can simplify the buying process. More importantly, customers crave partners that are professional stewards of customer time, and money. Delivering on these buying desires are the golden eggs of business. After 35 years of focus, and in my opinion, the bedrock of this success can be found in the consistent execution of three, very simple business tasks. Becoming a champion of this trifecta is a mindset. Adopting this mindset will lead you to a long career that will be filled with a bounty of repeat, and referral business. Consultants and coaches are great, and I am in favor of their services. However, if you want an inexpensive fix, that can redirect the trajectory of your business overnight, then please enjoy this short podcast that shines a light on three, simple, customer-pleasing behaviors.
Thank you for listening to, and watching our podcasts over the past five years. We are saying goodbye to our weekly broadcasts for now. It is our hope that the mindset of “continuous improvement” will become your business partner. Cheers!
Support the show
3bti5m #3biztips
How many well-intentioned thoughts never convert into actions? Better yet, how many times do we convince ourselves that we actually executed these actions?
After 35 years of closely observing various business situations, it appears the divide between thoughts and actions is growing wider. Who really knows the reasons why, but the trend is crystallizing right before my eyes. Many times, we think we said hello, but we didn’t. Or, we think we volleyed a reciprocating question, but it never came out of our mouth. Or, we think we
sent that email, when in fact we did not! This trend seems to be affecting our professional and personal lives. As the Experience Economy puts more, and more weight on impressions from the transactional micro-journeys, the necessity to parlay thoughts into actions grows stronger for each professional operator. Join us for an “out of the box” episode that will stimulate some thinking, and actions.
Support the show
Companies like having “LEADERS” on their team. So do customers.
Leadership gets in front of the mission, and then leads. Customers pay good money for business stewards who can manage their purchases in the same fashion. Considering each customer buying experience contains dozens of micro-journeys, then it behooves vendors to learn how to initiate big, and small components that create the customer experience. In other words, vendors should initiate everything from simple greetings, all the way up to detailed follow up. The more vendors can initiate, the less vendor responding has to be performed. Less responding creates happier customers, and better customer experiences. Why? Because vendor leaders who are initiators demonstrate good stewardship over customer investments. Get in the habit of initiating in all components of customer care. Start by saying hello to your customers (by name) before they say hello to you. Enjoy!
Support the show
Kelly Johnson shares her commitment to making a difference for people, and the for the future.
Athlete. Competitor. Creator. Founder. Philanthropist. Fundraiser. Giver. Kelly Johnson deserves all these descriptions. However, “Encourager” is my favorite way to paint a portrait of Kelly. Whether it is through her foundation, or her weekly podcast, Kelly Johnson is always finding ways to encourage others to fulfill their potential. Join us for this “feel-good” episode that centers on paying gratitude forward, and inspiring others.
KJF WEBSITE: http://www.kjfwi.org/
KJF LINKEDIN PAGE: https://www.linkedin.com/company/kelly-johnson-
foundation/
DAILY GRIND PODCAST: https://www.direct.me/dailygrindpod
Support the show
Do you live to work, or work to live? No matter what your answer is, we encourage you to adopt a healthy balance between life and work.
Have you ever given this topic much thought? After all, automobiles give us years of extended service, and smooth rides, simply by being taken care of properly. What about people? Are we that much different? Human bodies are complex, and wonderfully made, and they too will tend to operate more smoothly if they are taken care of properly. As we near the end of our weekly podcast, we encourage you to imagine a routine workday that goes better, simply because your body is in better health. We contend that a healthy diet, and regular exercise will lead to a better day on the job. It’s time to start changing your body if you want to maximize your workday experience. Have a great day!
Support the show
What usually happens when wholesale vendors reduce decision complexities for retail buyers? The answer is growth. Why? How? Join us as we take a look at these answers.
In Episode 226 we highlighted a concept we put to the test with 550 potential retail dealers. Now, 31 weeks later, we are sharing our exciting results with you. The magic of these results is directly tethered to a customer-centric formula that respects the time of buyers. 2014 was the
first time I ever tried deploying this concept. One year later this approach generated an additional $72,000 of personal income for me. We are excited to share this idea, and our recent results. Cheers!
Support the show
Societal trends continue to replace, and affect the best practice mindsets of the 2024 marketplace.
Paying attention, listening, hearing, and delivering exceptional customer service is fading into the 2024 sunset. Why? There could be many reasons, but one is the awful practice of answering our social media dings! From the board rooms to the service desks, to executive suites and loading docks, workers are disrupting business flows to check in on our social media. This
alienates customers, causes money-losing problems, and hurts the reputation of our businesses. What started in homes, at dinners, holiday gatherings and backyard get-togethers, is quickly infecting the commerce landscape. We encourage spouses, parents, relatives, teammates, associates, executives, and sales reps to BE IN THE PRESENT! Experience the experiences of life and work.
Support the show
Simple. Logical. Satisfying. Desired. So why is common sense often overlooked by companies?
Company-centric enterprises often bypass logical, and customer-pleasing processes in favor of the almighty dollar. Customer-centric businesses often inject simple, logical, and satisfying machinations in favor of delivering superior, transactional experiences. Customers love this approach, and they will reward vendors who demonstrate an affection for common sense. Join us as we unpack this topic. Cheers!
Support the Show.
Tiffany Luck shares valuable insights about her journey to become a business owner.
We are privileged to hear this story of vision, self-confidence, planning, determination, bouncebackability, and regret. It all started by embracing work as a profession, and not just a job. Coupling this professional attitude with transferrable skills, and fueled by an adventuresome mindset, Tiffany carved her path to workplace independence. What is Tiffany’s only regret? The answer is not becoming a business owner earlier in her career. We hope Tiffany’s zest for life will serve as a contagious spark for many viewers and listeners!
WEBSITE: https://tiffanyluck.glossgenius.com/
Support the Show.
Behind the scenes, “mindsets” create the rudder for the majority of business leadership.
Rigid dispositions can benefit, or damage companies. Closed mindedness is one of those damaging postures that can play havoc with delivering healthy, and satisfying, customer experiences. How many times have heard, “we can’t do that” ring from the boardroom. Often times we hear this response, because it is just easier to keep things status quo! This show
encourages our audience to flip “CAN’T DO” around, and start adopting a daily mindset of “JUST CANDO” it! It is really quite simple to do! Customers love it!
Support the Show.
Respecting customers hinges on putting their time in the middle of the spotlight.
Vendor multitasking has become a “sticky” topic for many customers. Why? Because vendors blatantly performing multiple tasks during customer-engagement is on the rise. Customers don’t want to have their time wasted while vendors talk, type, walk, eat, and delegate during a
phone call, or face-to-face meeting. Vendors may think it looks, and feels important, but the joke is on the vendor. If you want to avoid the dreaded Silent Business Killers (SBKs), then start treating customer-engagement with proper respect.
Support the Show.
Sometimes, the answers to business longevity are tucked inside simplicity.
Far too many businesses enter the “Business Boneyard” prematurely. Many of these early marketplace departures result from the lack of using “best practices.” Today we encourage all professionals to acquire a thirst for continuous improvement through seeking out “best practice” knowledge. Adopting this mindsight will yield higher, and longer returns on the investments of time, money, and effort. Cheers!
Support the Show.
Sports-Battles-Business
(My Own Story)
Broke at 34 / Tried 3 Companies
-
Learn From Your Own Mistakes.
-
Learn From Others.
-
Try to Never Make the Same Mistake Twice
Support the Show.
Enjoy these three business takeaways that resulted from some creative observation at a recent holiday gathering.
Life and work have so many behavioral similarities. After all, at the center of every human interaction is an “experience.” Today we share a short story that touches on human integrity, opportunity, and grace. We encourage you to live a work-life that is rich with redemptive invitations. Executives, customers, teammates, and associates need more business leaders that
grant second chances. Cheers!
Support the Show.
Is our advice coming from rock-solid business voices?
Today we lean into the sources we select to influence our business behavior. With so many options, so much cyber noise, and so many personalities, are we actually gravitating to healthy advice givers? Pump the breaks for a few minutes, and consider the questions this show presents. In the end, we leave you with our top picks (three) for receiving helpful business wisdom! Happy Independence Day America!
Support the Show.
Today we look at the “golden thread” of business.
Time is a broad topic that can be valued, or wasted. What happens when we waste customer time? Do we give enough credence to thinking about the ways we waste customer time? What could happen if we started prioritizing the respect of customer time? Join us for a short show that examines how we can elevate customer respect, and weave a tapestry of strong repeat and referral business success.
Support the Show.
How can we use God’s Word to deliver customer-centricity?
Today we glean some excellent business guidance from the scriptures. God’s Word is packed with unshakeable wisdom we can use in our business endeavors. Today we share the “P234” mindset that can provide a solid path to delivering customer satisfaction. Without happy
customers, our businesses will quickly end up in the boneyard. Enjoy what God has to say, and we encourage you to give P234 a try!
Correction: Mission City Church is actually Passion City Church! Sorry Chris and Louie!
Support the Show.
First encounters carry enormous weight in the Experience Economy.
If we stop and think about our own lives, it becomes easy to recall situations where we were initially greeted with a jarring dose of “Bad Mojo.” Whether we were taken aback by words we heard, images we saw with our eyes, or self-centered personalities that turned us off, it was hard to erase what became etched in the mind’s eye. Today we invite you to explore our “3V” approach to making the most of a new business encounter. Cheers!
Support the Show.
Join us for seven tools that can change the health of business.
Thanks go out to Lanier Business Products for giving their employees valuable tools to combat customer doubt. Myself, and many ex-Lanier employees use these tools every day. In the 80’s we called this evidence, and today we refer to these as receipts. This show invites the audience
to convert verbal claims into provable statements. These tools will grow customer trust, repeat business, and referral business. Enjoy!
Support the Show.
Today we zoom in on why narrow and deep inventories might be the answer for growth!
We use M&M candy to illustrate a meaningful mindset that backs up the ability to sell more with less. Today is all about core! Why devote precious manufacturing dollars to low-turn items? Why can’t we leave the “fringe” and “sexy” products for someone else to manufacture? Grab a cup of coffee, settle into a comfy chair, and consider the invitation packed into our short show!
Support the Show.
Today we wrap up our six-part series on The Experience Economy.
Subjectivity rules the landscape of this economy, so measuring the results of your efforts is challenging. The proof of success will be evident with healthier repeat transaction, and referral rates. The five-phase pathway is a mindset shift, and by shifting, a positive outcome will become organic and natural. Here is quick recap of episodes 235-239 that highlight this process:
Accept The Experience Economy.
Roll out the welcome mat.
Properly stack operational centricities.
Tune into WIIFM.
Deliver top-tier S.E.E.
Do these things, and the customers will respond with favorability. The rest will take care of itself. We wish you much success!
Support the Show.
Today we cover the GAME CHANGER!
Period.
End of the paragraph.
End of the chapter.
End of the story.
The Experience Economy rewards professionals that consistently perform these three, simple actions. 80% of vendors regularly fail at this. By doing these things, you automatically join a small group of 20%. This small group of businesses will be well-positioned for a bevy of repeat and referral transactions. START TOMORROW, and watch the trajectory of your company change for the better!
Support the Show.
Installment number four, of our six-part series, examines customer micro-journeys.
We give our customers dozens of small experiences on their wat to concluding a transaction process. It is in these small segments of the purchase that favorable impressions can be won, or lost. Better yet, these components often carry the weight of success or failure in the mind’s eye of the customer. As an example, this episode covers the 39 Standard Experience Events (S.E.E.) tucked inside a trip to sit-down restaurant. Cheers!
Support the Show.
Our third installment of the Experience Economy series is all about finding commonality in a sea of uniqueness.
The golden thread of the Experience Economy is to pre-answer common questions before our customers ask them. Getting ahead of our buyers allow us to demonstrate unparallelled respect for their time, money, and mission. The Pareto Principle becomes a close ally as we all try to tune into WIIFM!
Support the Show.
Join us for the second installment of our six-episode series about the Experience Economy.
What is at the epicenter our corporate goals and objectives? Are we embracing the right mission? Do we have our priorities inverted? Does customer satisfaction factor into our operational centricities? The Experience Economy chews up, and spits out companies that focus on themselves, instead of the invoice-paying buyers! Spend five minutes for a thought-provoking broadcast on how we should consider hitching up our revenue horses to our product carts!
Support the Show.
Join us for the first installment of our six-episode series about the Experience Economy.
What is the Experience Economy? How does it operate? What does it look, and feel like? What do other voices have to say? In this kick-off show we share 10-12 other voices that help us build a foundation of understanding. Once we set the cornerstone, we deliver five additional broadcasts that explore essential ingredients vital to succeeding within this subjective marketplace. We invite you to carve out 5-10 minutes per week for the next month and a half. We are confident these podcasts will be rewardingly fresh, and thought-provoking. Enjoy this series.
Support the show
“Ghosting” is a societal trend that is taking up more office space then ten, twenty or thirty years ago.
Today we find various businesses choosing to ignore difficult customer questions, concerns, issues, and tedious follow through. Buyer frustration continues to mount, as vendors are absent, and unwilling to respond. Companies are utilizing these operational mechanisms with alarming frequency. Bad news is often on the horizon for these operators, as the Experience Economy usually has the last laugh. Companies that consistently “Ghost” customers battle low repeat transaction percentages, and slim referral rates. Don’t get caught modeling this trend…it might send your business to the boneyard!
Support the show
Crafty, cagey, cunning, corrupt, and creative, SPINIPULATORS are a unique breed of business people that cause workplace havoc.
This show offers some tangible ways to survive the ultimate workplace troublemaker. In these five minutes we define the character cocktail that combines the artful wordsmithing of a SPINNER, with the devious scheming of the MANIPULATOR. Shake this cocktail up, and the end result is a nasty, narcissistic, business nemesis driven by self-serving motives. Most of us encounter this business breed a few times during our career. We hope our episode helps you overcome your workplace SPINIPULATOR!
Support the show
This show touches on the “WISE” versus the “WISER.”
Valuable business stories are one of the greatest gifts we can share with others. This week, we invite story-telling to be part of your life. It’s never too late to start paying insight forward. Step out, and share your lessons learned. What if one of your stories could help a friend, associate, or family member avoid a business snare in the future?
Support the show
“Stinkin’ Thinkin” can stagnate companies, leading to unnecessary financial woes, and possible extinction.
High-achieving companies are usually habitual, best-practice chasers! Whereas, the “We’re just fine the way we are” companies, often watch the hungry, and eager-to-learn competitors chalk up success after success. Venturing out into the land of new ideas is a mindset that starts at the top of the executive chain. If your company is tired of the “same old, same old,” then it’s time to change the mindset, rev up the energy engines, and start driving your company outside the perimeter in search of continuous improvement.
Support the show
Today’s show is a quick look at why we should avoid of deploying string-along service techniques.
The success of most business transactions is that they lead to repeat purchases, or referrals. So then why do we jeopardize these future events when we service our current customers? Half-truths, and fictitious stories litter the service landscape, as we attempt to avoid an order cancellation. Is this the right way to provide customer-pleasing service? Do these schemes serve the long-term survival of our companies? Today we examine these questions and more! Grab some coffee and enjoy!
Support the show
The Experience Economy feasts on the effects of the transactional micro-journeys!
Each transaction has multiple touchpoints that create their own customer impressions. At the end of a purchase, many of our companies have faced one, or maybe two dozen opportunities to please, or displease a paying customer. Can our companies identify these micro-journeys tucked inside each purchase? If so, do our businesses chart these? Do we train for these? Why should we even care about these? Join us for some ideas that should cause necessary, pause, reflection, and likely revisions.
Support the show
Tucked inside our 228th podcast is the Experience Economy poking holes in the myth, that no news is good news!
Silence from customers is not always golden. In fact, this quietness might just be a loud megaphone in disguise. These five minutes ask some who, what, where and why questions. Our hope is for this episode to be an inspiration for making new, customer-pleasing discoveries. Cheers!
Support the show
What are customers missing? What are the industry voids, and how can we detect them?
Scouts play a vital role in the military, and the world of sports. Adopting a scout mindset in business can help us detect marketplace voids, fill them, and monetize them. The business community will introduce these opportunities, as long as we listen, observe, and think. That is what good scouts do…they pay attention to their surroundings, and they are always on the lookout for capitalizing on a dropped ball. I started my sales agency 17 years ago, simply because I was paying attention to what the customers were complaining about, and then I formed a simple game plan that addressed eliminating those complaints. Delivering two, simple solutions is still making me good money, and it is still picking up dropped balls from other vendors. It worked for me, and it can work for you.
Support the show
One day a man came into my tradeshow booth and told me I was presenting the product incorrectly. I listened. I changed, and so did the outcome of my efforts.
This piece of third-party advice changed my income, and the trajectory of a brand. It gives me great excitement to pay it forward in hopes it can do the same for you. I recently deployed this advice again in 2024. So far, the brand I represent picked up 3 new dealers. Grab a coffee, take a seat, and let this third-party advice be a blessing. “The Man in My Booth” changed everything. We will report the totality of results in September 2024. Enjoy!
Support the show
We are privileged to invite you on a short journey with a wandering photographer named Hal Moran.
Gifted in writing, speaking, and telling stories with his camera, we are delighted to have Hal share his heart with the audience. Bird Portraits are Hal’s specialty, but glorifying-God is the true heartbeat of this artist. This podcast host is a better man for knowing Hal Moran, and I am quite certain this cliché applies to many other people who know him. Enjoy this entertaining interview with our creative, and talented friend.
WEBSITE: www.halmoran.com
Support the show
This show is all about revealing our vendor-value to customers, while turning lemons into lemonade.
Issues can present a bevy of opportunities to put professional capabilities on full display. This episode encourages us to see issues as a glass half full, and not half empty. Issues are not the end of the road with a customer. Instead, they can be the beginning of building a super highway, of long- term business together. Customers want vendors that can solve problems quickly, independently, and creatively. The next time a problem surfaces, roll up those sleeves, and build trust with professional issue resolution. Cheers!
Support the show
Mike Bitter shares his personal story, and his passion for enabling businesses to build better processes through technology.
Turning things around is a common theme with Mike Bitter. This interview illuminates the power of change in life, and business. While CRM processes are the sweet spot for Mike’s consulting business, spreading the life-changing message of Jesus Christ is the true measure of this man. Join us to experience the unbridled enthusiasm Mike has for life, and for serving customers in ways that lead to more repeat, and referral business.
Support the show
Lazy phrases are often used to shut us up, and tell us what we want to hear.
Today we look at and empty, casual, and over-used response that we often deploy in life, and at work. In fact, we can almost see this picture in our mind’s eye; the responder is multi-tasking, void of eye contact, and then dribbles a few words that show they could care less about the question! What happens when we subject our customers to that half-baked response? They know that our true intentions have an 80% chance of ending up in the land of empty promises? How about our kids? How many times have we let them down? Take this show to the bank, and deposit some “CHANGE!”
Support the show
How many days, weeks, months, or years go by before we let customer know that we appreciate their business?
The printed “Thank You” post card in the shipment box is a nice display of gratitude, but is it really perceived as sincere? Granted, the customer may appreciate the gesture, but how much more would it mean to hear, or receive the “Thank You” directly from us? Today we share five-minutes of
how we go about saying thank you to our repeat customers. Unique ways of giving thanks can send a genuine, and endearing message to customers. Cheers!
Support the show
Start the year with one word that can change everything!
TRUTH needs no strategy.
TRUTH needs no angle.
TRUTH needs no wiggle room.
TRUTH needs no sugar-coating.
TRUTH only needs a willing participant.
Give TRUTH a chance to guide your 2024. In 35 years, I’ve never met a customer that hated truth.
Support the show
Today we break out the coffee as we look at the business concept of creating “wiggle room.”
Is wiggle room good, or bad for business? Join us as we examine both sides of this two-sided, topical coin. The bottom line, as always, is how can “wiggle room” affect the customer experience? This show contains a few, thought-provoking questions that only business owners, operators, managers, and executives can answer! Enjoy the Holidays!
Support the show
How about a little constructive fun to disrupt the rhythm of routine business?
First, gather the troops, and head to the conference room with pen and pad in hand! Next, ask everyone to “BE THE CUSTOMER” for this exercise. The third step is to focus on the concepts of simplicity, streamlining, one-click processing, time conservation and ease of use. The fourth step is to list all the things you ask your customers to do, in order to process their business. Now, from the buyer vantage point, compare the “TO DO” customer workload, against the concepts we wrote down in step three. Lastly, work together to modify any workload that causes your customers aggravation, confusion, hunting, pecking, excessive questioning, and loss of rebuy enthusiasm. We kick things off with a couple of ideas for examination and contemplation. Cheers!
Support the show
Never sending, or collecting on invoices happens far too often.
The previous sentence sounds ridiculous! However, it is true for small, medium, and large companies. Reasons for this are usually rooted in the lack of systems or adequate procedures. Very few customers will volunteer to pay an invoice they never received. Today we flush out, and ask critical questions about this Silent Business Killer (SBK), We encourage all businesses not to leave hard-earned money on the table.
Support the show
Customers love suppliers that consistently demonstrate customer-pleasing core values.
Corporate growth spurts can become very hectic and overwhelming. During expansion mode it is often difficult to maintain the core values that were once the glue of the smaller enterprise. The reasons for this are varied, but in many cases, value training is overshadowed by mechanical, and procedural training. So how do we get back to the glue that made the small company unique and attractive to customers? Today we look at some ideas to ensure that we never lose our bedrock values to the high-speed shuffle of expansion.
Support the show
Imagine a well-intentioned phone call that gets really ugly in 20 seconds?
This happened to me recently. Why? The answer is simple…I let my professional guard down. I initiated the call in a casual manner, while I multi-tasked in the background. Twenty seconds into the call I ran into a POW!!! Why? I made two mistakes that I have been avoiding since 1985. For a large part of my career, I paid the bills by making 40-50 phone calls per day. Now, as a former trainer, phone specialist, and experience consultant, I fell victim to being out of phone practice. It was me who led that call to go awry! Today, we reacquaint ourselves with a trio of guardrails designed to keep our calls healthy and productive in customer-pleasing ways.
FYI: This podcast couples up with E213.
Support the show
For many of us, phone conversations are happening less and less compared to 10, or 20 years ago. The same trend is happening in business. Is it time to rebuild those verbal muscles?
Today we look at this evolution, and ask ourselves some relevant questions. Are we ready to receive, or make difficult phone calls? What happens when a simple business conversation takes a quick turn, and then suddenly things get heavy? Should business owners and operators look at telephone engagement as a trainable skill set, almost like an athlete who trains for the game? Would role-playing help our customer-facing associates? We layout vital questions that connect to Podcast E214, which airs on 11/23/23.
Support the show
No reply has now become one of the favorite ways for buyers to say no.
As business owners and operators, this style of saying “NO” may seem inviting for
our own use. After all, we can avoid confrontation by never having to explain
our decisions. However, this trend could also be packed with a trailer load of
negative effects on our business! True, trust-building partnerships will not be
healthy with vendors who cannot take the time to explain the "why."
On the flip side, ghosting from a current customer is firm indicator that a
business relationship is probably a one-way partnership in disguise? Join us as
we discuss how business owners can use this shallow, and weak trend to our
advantage.
Support the show
Do our customers see us as true client-success partners, clinical processors, or servant stewards of their time and money?
What kind of customer service experiences are we delivering to paying customers? It is incumbent on ownership, executives, and managers, to fully understand the impact service departments have on buyers. The buck stops with those three capacities of the corporate machine. The current business climate will bury companies that deliver unacceptable transactional care. Customers deserve to engage with CS Reps who have servant hearts, and they deserve CS departments that are built on the cornerstone of quality stewardship. Anything less will lead to a merry-go-round of new customer acquisition, just to replace recent defectors! Join us for a fast show that asks some
transformative questions.
Support the show
The question for this show is an age-old chin-rubber. Are business shortcuts really worth it?
What are the typical end results on the backside of vendor claims that the four-hour job can be completed in two hours, or that four-day job can be wrapped up two days? In my life, the results are mixed, with the highest percentage leaning towards low quality of work. Reality dictates that rapid job completion is often associated with a host of unwanted problems for customers. So, the various questions for today center on how we value quality of work, versus speed of work? Where do our customers weigh in on this? Are there ways for vendors to deliver both speed, and quality? Join us for a fast show designed to facilitate healthy thoughts and ideas about making customers happy.
Support the show
Learning the mathematical power of customer defection rocked my world in 1988. For 35 years I have been chasing the reasons, and solutions.
Season 5 continues our hunt for ways to make customers happy, and to keep them coming back. The headwinds of the Experience Economy beckon the necessity to change our go forward coordinates. If we don’t change, the dreaded Silent Business Killers (SBKs) will overshadow our efforts. The business graveyard is full of companies that refused to, or did not know how to embrace the new metrics of customer satisfaction. We invite you to join us on this weekly chase where we ask important questions, pursue reasons, and look for simple solutions
Support the show
Youthful innocence has the ability to reveal certain simplicities of life, and business, that are often hidden inside adulthood complexities!
A handful of these bedrock simplicities flooded my mind one spring day in 2023. Three yards of mulch, and 35 wheelbarrows later, I found myself with a short list of foundational observations that can help any of our professional endeavors. Where did I obtain these valuable insights? From my seven-year-old grandson! Today I share what happened on that spring day. My hope is that this episode reacquaints us with some ground level mindsets, that most of our customers would appreciate benefiting from. Thank you to both of my grandsons for making this a GREAT day! I will always cherish the memories from that special Saturday in May!
Support the show
Imagine how intimidating high-mountain roads could be, if there were no guardrails to protect cars from going off the edge? Processes deliver safety to businesses, in the same way that guardrails protect cars on dangerous roads. Designing Standard Operating Procedures (SOPs) enables our businesses to pave a multi-lane, super-highway for operational consistency, efficiency, and profitability, However, how often is the customer the main beneficiary of our process expressways? That is our question for today’s show. Episode 207 looks at the different angles we must consider when designing, and implementing process-centricity.
Support the show
Sam Walton loved this principle, and he used it as one of his top 10 concepts to drive Wal-Mart to meteoric heights. In 1988, I took a chance with this mindset, and it turned our 5.5-million-dollar company into a 12-million-dollar company in 2 years. Imagine exceeding corporate expectations by exchanging a company-centric formula, for a customer-centric recipe? Today we tell a pretty cool story (at least I think it is cool), about building a productive sandbox that is a polar opposite from the competition. This valuable lesson changed my standard business approach forever. Cheers!
Support the show
Today we look at the all-to-common dilemma of mismanaging customer questions. I once worked with an ex-TV news reporter, who actually created a company devoted to teaching the art of “question deflection.” In fact, this person did quite well. Why? Because there is an enormous corporate appetite for manipulating customer questions. Do we really think that customers like our clever, devious, and manipulative ways of managing their queries? Or, how about the recent trend to just “ghost” customer questions altogether? Do we really think these behaviors lead to a bounty of repeat and referral business? Join us as we look at a solid way to raise the bar on customer satisfaction. Come on folks…JUST ANSWER THE DANG QUESTION!
Support the show
In life, we find that answers to many of our questions can be found hidden in simplicity. The same holds true for business. Today we look at the silver lining of viewing our businesses through a very raw, elementary, and basic lens. Granted, we all thrive on selling a product or service that produces a payment, but what about the journey we take customers on to that payment? Often times it’s in these “transactional stretches” that we create the most impactful favorable, or unfavorable impressions. Oversimplifying our companies allow us to see what the customer sees! What are we doing right? What are we doing wrong? What can we change to make the transactional journey a better experience for our customers? Enjoy!
Support the show
What is streaking? What are the easy ways to detect if streaking is happening in our companies? What impact can streaking have on our customers? Join us as we uncover three, simple concepts that can eliminate streaking, and set up guardrails to avoid streaking events in the future.
Support the show
Are we taking customers on a never-ending journey, that seems full of lip service, and zero action? Like a mouse on a wheel, many customers experience the ugliness of pursuing service, only to find their efforts lead them around, and around, and around, with no resolution in sight. My wife and I just endured such a three-month journey, and it was not our first such experience. Many of us have experienced this service wheel on more than one occasion! This episode offers an invitation to search, and destroy any “circular” service that maybe infecting your company! Kick back, do a little day dreaming, and get rid of any “stinkin-thinkin” that may be leading your customer service department. The likely outcome for “circular” service providers is the business graveyard!
Support the show
Cryptic communication, tardy responses, shoddy detail management, and unanswered customer questions can cripple business success, and hamper future growth. On the flip side, prompt and detailed correspondence can help companies grow by exceeding customer expectations. However, both sides of this coin rest on the shoulders of managing email activity. So, why do so few companies touch on this? Why do so many owners and managers leave such an important function up to personal preference? What do our customers think of how we manage their correspondence? Are there costly dangers to poor email-inbox management? How should we be approaching this administrative skill set, that marries up with our customer service deliverables? We hope our questions can energize quality thinking! Enjoy the show!
Support the show
Overseeing 8,000 employees creates unique vantage points for assessing business. Wesley uses his career background to support the notion that professional selling is a noble calling, and that this career path is loaded with premier leadership opportunities. We are honored that Wes joins us to highlight, and define, key elements of the profession that many of us are proud to be associated with. This is a great episode to share with anyone still contemplating their potential career path. We have segmented this 1:37:00 podcast into sections that can be accessed quickly and efficiently. We have listed the time markers, and section headings below. Enjoy the show!
00:01: Introduction
05:57: The Awakening
09:21: The Cornerstone
10:40: The “Character” Factor
15:41: Hiring Good Character
22:15: Developing Human Relation Skills
28:06: Developing Leaders
34:30: The “Good Name” Factor
39:12: Evangelizing Truth
45:10: Developing Public Speaking Skills
51:28: The Personal Skill-Building Mindset
1:02:04 Developing Strategic Planners
1:09:41: Genuine Enthusiasm
1:16:52: Advice for Career Selection
1:24:32: Tipping Points
1:33:34: Closing & The Special Song
From the Shop Floor to the Top Floor – Releasing the CEO Within
by Wesley E. Cantrell
https://www.amazon.com/shop-floor-top-Releasing-within/dp/1615071083
High-Performance Ethics: 10 Timeless Principles for Next-Generation Leadership
by Wesley E. Cantrell
https://www.amazon.com/High-Performance-Ethics-Principles-Next-Generation-Leadership/dp/1414303416
Her Husband is Known in the Gates
by Bernadine Bigner Cantrell
https://www.amazon.com/Husband-Known-Bernadine-Bigner Cantrell/dp/161579557X
Bending the Twig
by Bernadine B. Cantrell
https://www.amazon.com/Bending-Twig-Bernadine-B Cantrell/dp/096470286X
Support the show
All business professionals have lives that directly affect their business conduct. As service providers, we don’t always know what our customers are encountering in their personal lives.in fact, we have no idea how good, or bad their day, week, month, or year is going. However, we can always be
sensitive to the notion that they are navigating life challenges, and that some of these challenges may affect their disposition. With that in mind, we invite you to spend five minutes to be examine, and consider how to weave these understandings into your service mindset.
Support the show
Imagine perceiving that all of our daily work activities serve a customer! Well, in reality they do! Whether it’s an invoice paying patron, an associate, a teammate, vendor, supplier, direct report, or even a boss, we have an opportunity to demonstrate good business stewardship. Set aside five
minutes for this contemplative message. Imagine adopting a simple mindset that can leave a trail of smiling fans along the road to a rewarding, fruitful and productive career? Enjoy!
Support the show
The power of authenticity and relatability are unspoken business qualities that are routinely overlooked. However, every generation seems to respond favorably to business professionals who consistently display these tenants of genuineness. This show encourages us to harness the art of delivering compliments that matter. We can set ourselves apart from the competition, simply by discovering the hard-earned accomplishments of our prospects, and then expressing appropriate
compliments that hit home!
Support the show
After 35 years in business, I have seen, and heard, my fair share of vendors who default to situational fabrication while resolving customer issues. There are many problems with transaction fabrications, but the most glaring is unspoken. In many cases, the customer can sense the lies and embellishment, yet they will rarely tell us that their “BS Radar” has picked up our deviancy. They simply disappear, leaving the vendor with no chance of obtaining repeat, or referral business. So today, our show presents a simple, and effective alternative. Thanks for tuning in!
Support the show
Sharing stories of life can often begin the restoration process for people who have endured similar experiences.
Amada Blackwood shares her remarkable story of escape, and survival, from the horrors of human trafficking. Knowing that many others have been hurt by these dark corners of our world, Amanda shines her bright light with a message of hope and healing. This is a “Pay it Forward” episode that could benefit someone you know, and care about. Thank you, Amanda!
Support the show
Baseball pitchers often telegraph their upcoming pitch. They do this by defaulting to unique, repetitive, pre-release throwing mechanics that their opposition learns through observation. Businesses do the same thing. Often times our customers know when we are about to deliver bad service, or no service at all. This show encourages executives, and owners to get acquainted with what their employees are telegraphing customers. However, and more importantly, we want corporate leadership to fully understand what types of service their paying customers are receiving. This show looks at some common behavior no-no’s, as well as exemplary customer experience intentions being projected by The Dock Café (Stillwater, MN), and Home Comfort Interiors (St. Peters, MO).
Support the show
What would companies look like if the C-Suite personnel engaged in the routine duties of every employee position? The annual figures are about the same for start-up companies compared to businesses that shut their doors. After watching transactional behaviors for over 30 years, I can comfortably claim that many of these dead enterprises died on the “Experience Economy” battlefield. Quite frankly, many of these companies went to the boneyard because they routinely delivered dissatisfying experiences to customers. This show looks at how executives can discover small revelations, improvements, and corrections wrapped up in customer-centricity. These 1% changes can really add up, and quite possibly, change the trajectory of a company. Have a GREAT July 4th America!
Support the show
To coin an old phrase, some business actions stick out like a sore thumb. Many times, the pain suffered from these actions hurts worse than that sore thumb? So why do we do these things? Do we understand the true cost of serving up service we know is bad before we deliver it? Referrals are essential to the success of many business models. Likewise, a necessary cadence of repeat business is often the lifeblood to certain enterprises. We invite you to find five minutes to explore three, simple suggestions that can get us out of this rut! Toa all the restaurants out there…please throw away those wilted minty leaves!!!
Support the show
What are the various ways we engage with customers? More importantly, how do we engage with our customers. Do we wing our encounters and default to verbal wrestling. Do we blurt out the first thought that bubbles up, or do we patiently listen before a careful response? Do we put thought into what we will say, should say, and do say? This episode will open up a vault on the QSS principle, which was initially taught well over 2000 years ago.
Support the show
Acquiring experience-oriented opinions about purchases can be an arduous task, resulting in excessive costs, and low engagement. This show looks at where to find inexpensive, and expansive information about what buyers think, and how they feel about our businesses. Enjoy!
Support the show
Turning lemons into lemonade is an overused cliché, that us undercapitalized in real life. Processing warranty claims present a viable opportunity to embrace this cliché, and deliver a customer-centric experience. Consumers understand that problems may arise, and all they really want is professional and expeditious issue resolution. It is at this intersection that many companies fail miserably. This episode is an opportunity to start winning glowing reviews, that stem from negative situations. Invest the next four minutes hearing a couple of stories, and a few ideas about turning lemons into lemonade.
Support the show
As we take the week off from our “3 Biz Tips in 5 Minutes” podcast series, we invite you to Join us as we catch up with Gordon Manzione. The last time we connected was on Episode #43, dating back to August 13, 2020. Today we chat with Gordon about Australia, America, and his unique, creative, and evolving gift of video storytelling. Always candid, engaging, and good natured, Gordon will leave you smiling! Thanks for tuning in, and cheers to the GLHS class of 1976!
G-MAN
https://www.youtube.com/@gman1184
The Elephant in The Room
https://www.youtube.com/watch?v=ATurE4NOtLY
Support the show
Imagine reducing the quantity of time in order to increase the quality of service?
We invite you to tag along for a five-minute broadcast that unveils the customer-pleasing math of delivering exceptional service in the Experience Economy. More or less, this episode is all about accomplishing more, with less! Are you a “720 Company”, or a “120 Company?” Enjoy the show!
Support the show
Want better customer experiences? If so, then how about we start by examining the very packaging we use to get our products into the marketplace. How do our parcels really look when they hit front porches or receiving docks? It may seem trite on the surface, but we do send our customers perception-building messages, each time we ship a product. Stop and ask yourself one question. How many times have you received a delivery that was poorly prepared for the long, and sometimes rugged haul by carriers? My guess is that around 50% of those improperly packed deliveries contained damaged, or slightly impaired product. We encourage you to spend the next five minutes with us as we wrap a familiar topic with some fresh thinking. Sometimes, the answers are as simple as making sure the bananas are not at the bottom of the grocery bag! Healthy customer experiences start with the perception we wrap around our products. Enjoy!
Support the show
Buyers want tools that make their job easier. Client-success is magnified when vendors address this basic mindset. These five minutes invite you to think of the word “TOOL” the next time you embark on a catalog layout. The ultimate challenge in creating cool, customer-friendly catalogs, is striking a healthy balance between creative graphics, and rapid, end-user functionality.
Support the show
It is no secret that words can tear someone down, or build someone up. We invite you to practice using this three-word phrase to encourage associates, teammates, spouses, kids, and grandkids. You will feel good saying this uplifting phrase, and the recipient will feel terrific. Who knows…your appreciation comment might enable the recipient to have have a better day, week, month, year or career!
Support the show
Very few things have the power to stifle a corporate culture transformation, then to be led by executives who practice opposite behavior. C-level leadership is constantly under the associate microscope. Why? The answer is simple. Followers want a leader who demonstrates the corporate culture tenants. Associates will follow authenticity and integrity, but they will shun a phony every minute of the day. We encourage you to soak up a five-minute show that lays out three ideas for creating healthier companies.
Support the show
Basketball players love the sweet sound of a clean “swoosh” as a three-point shot rips the net with precision. Can we replicate that precision each time we deliver a customer experience?
The answer to that question is probably not! But why not have some fun trying. This “3 Biz Tips in 5 Minutes” episode looks at a productive three-point shot that we can all aim for. Who knows, with enough practice, we just might be able to hit “nothing but net” most of the time.
Support the show
Sadly, bad project handoffs are all too common in the corporate world. This “3 Biz Tips in 5 Minutes” broadcast considers a few ways we can respectfully transfer project portfolios to our teammates. Solid preparation, packaging, and communication are the takeaways from this speedy show! Our featured Lost in The Shuffle, Rock and Roll track asks the ultimate question when it comes to passing a good baton!
Support the show
The best results often come from simple concepts put into consistent action. My high school soccer coach made our defense-minded team run excessive sprints at the end of each practice. Why? Our leader claimed that superior conditioning would result in a bounty of victories during the last 15 minutes of each contest. Sure enough, as a perennial top-ranked soccer program, 70%-80% of our victories materialized in the last 15 minutes of each competition. Coach was spot on! Running endless sprints was an integral, consistent, and relentless part of every practice. This exhausting routine enabled us to be high-achievers every year! Coach finally won a State Championship the year after I graduated. Similar to the soccer example, this “3 Biz Tips in 5 Minutes” show looks at a trifecta of "Radar Love" business actions that deliver high-percentage success. With unshakable adoption, and routine execution, customers will rave about the three-prong service they experience. Follow these practical suggestions, and become a top-ranked business today!
Support the show
Our “3 Biz Tips in 5 Minutes” series aims at highlighting three helpful nuggets during each episode. Today’s broadcast features one of my favorite trifectas for changing business trajectory. We encourage you to absorb the timeless words of a legendary business giant. If you do these three things, we are confident your customers will respond favorably. Truth will pave the business highway better than any pack of lies!
Support the show
Today we examine the sandbox we usually play in when it comes to sales. Over the past few decades, I have concluded that most of the selling presentations sound the same to buyers. Price, quality, and delivery dominate the verbal and written landscape. However, is this really what the buyers want to hear? I do not believe it is. This episode looks at some simple probing questions that can lead the way to a less crowded, and more productive sandbox to sell from. Thanks for tuning in.
Support the show
This “3 Biz Tips in 5 Minutes” episode examines some practical ways to escape the monotony of “talking heads” telling us what to think, and how to think. Today we dish out three, simple questions to ignite quality thought and continuous improvement. We encourage you to find a place to getaway, turn off the electronic noise, and just think about your business!
Support the show
Today our “3 Biz Tips in 5 Minutes” show takes a quick look at some of the interesting advice we can bump into while at trade shows. Enjoy hearing a great suggestion form a Montana store owner, as well as a compliment directed to the owner of a software company in a neighboring booth. Finally, a few Account Managers share some sage insight about the two-way street necessary for high-performance, Vendor-2-Customer partnerships.
Support the show
Over the decades society has been flooded with the voices of “experts.” As a microcosm of society, the business community has copied and pasted this trend into their marketing. Social media is now the amplifier and new town crier for the personalities self-titled as “experts.” Let’s take a 5-minute break and ask some questions about this! How is this affecting us? How are we projecting to our customers? What are we messaging to our customers? Are we “strivers” or are we classifying ourselves as “arrivers?”
Support the show
Often dormant and untapped, this business quality is a crowd-pleaser and definitive money- maker. Customers gravitate to it, and loving parents have been expressing it to their kids for generations. Used in authentic and genuine ways, this jewel will pay big dividends for years! Join us for five minutes as we explore a business quality that most of us can unleash and polish.
Support the show
Today we look at raising the bar on the total quality of life. Attitudes, nutrition, routines, expectations, results, environments and family get packed into five, fast minutes. Ok, we really leave you with way more than three ideas in this this “3 Biz Tips in 5 Minutes” episodes. Stay strong and enjoy every day.
Support the show
Ryan DeMent delivers simplistic perceptions packed with the power to transform forward motion. Managing the “ship” in entrepreneurship, embracing change and converting failure into improvement are just a few of the topics we discuss. Our discussion does not break new ground, but our verbal volleys till the soil of leading constructive and productive lives. We hope this episode inspires you to roll out the red carpet to change! Cheers!
Support the show
Video meetings can be host to some embarrassing and unwanted behaviors that cannot be unseen. This “3 Biz Tips in 5 Minutes” show identifies a few simple suggestions that can insulate participants from casting some irritating and costly impressions. We hope this can deliver a chuckle or two! Have fun sharing and passing this link onto associates, teammates, friends and family!
Support the show
Sometimes a quick dip in the pool on a hot summer day is just what people need to be refreshed. The heat of business can also beckon the necessity for a company diversion that can be refreshing and reinvigorating. We invite you to take a day-trip with SimpleBiz360® for a visit to the “Experience Economy” pool. During our adventure we will look at familiar business situations from new and different angles. Our adventure can be fun, and the end results can be impactful. Join us as we outline our workshops and immersion adventures.
Support the show
This “3 Biz Tips in 5 Minutes” broadcast introduces a three-part method of framing straight forward business interaction. Join the decades of professionals who rely on this memory trigger to assist in delivering powerful business communication. Enjoy!
Support the show
Each January brings a flood of inspiration and advice from the social media thought leaders we follow. Fixating on certain performance improvements can become an annual ritual laced with good intentions. During our go-forward goal setting we often overlook the value tucked inside tips on what to avoid. This episode zips through some light-hearted ideas that focus on what not to do. Who knows…the next few minutes might change the trajectory of business outcomes for this year and beyond?
Support the show
Steve Gielda of Ignite Selling sat down with us on 4/2/2020 to announce the launch of a virtual training product that debuted a few days after we aired Episode 24. Virtual Strategic Planning Simulation (VSPS) was Initially designed to meet the unique challenges of a 2020 lockdown. VSPS proved to be a spark for even more training innovation from the talented team of Steve Gielda and Kevin Jones. Join us for an engaging and informative discussion. Happy New Year!
Support the show
Tis the season for wrapping gifts with the right paper, bow and finesse. Join us for a fast and playful look at how we can rise above the competition by providing information in customer-pleasing packages.
Support the show
The last few years have been filled with wacky twists, turns, ups, downs, weirdness and strangeness. Lives and livelihoods have been altered forever. Global fear mongering has taken center-stage. Many of us are distraught, confused and crying out for the truth. Many of us need the comfort delivered by encouraging messages of hope. This episode is intended to share the truth about the real Christmas gift. God gave us a way to exchange fear with faith, and it is through this faith that we have the ability to receive God’s life-changing promises. Join us for eight minutes that can renew your life forever.
Support the show
For one-third of my career I commuted 4 hours a day to and from work. Many key life moments were missed in exchange for my coming and going. What about you and your career? Is it time for some hard choices and possible changes? When the sun sets on your career…what do you
want to see on the scales of life versus work? Sip your favorite drink and give this one some thought!
Support the show
Effective use of the phone is the focal point of this episode. Although the totality of business phone conversations are on the decline, many companies still rely on this tool as an essential ingredient for success. Wendy Harris is an author and trainer that specializes in getting robust returns on the investment of making phone calls. Join us as we head to Scotland for a fun and informative discussion that can assist your business in making every phone conversation count.
Support the show
“Always” is a now a lazy, casual word that actually has deep roots in specificity. In this 3:44 show, we highlight three nuggets of encouragement that we put in the “Always” file. Enjoy your turkey and remember the tips for oven cooking…always turn the oven on, always slow cook at 325°, always remember to baste it periodically, and always enjoy time with friends and family! Happy Thanksgiving!
Support the show
Grab and go! Plug and play! In and out! These are phrases that describe the lives many of us live. It is not uncommon to have busy work schedules collide with a life calendar that heaps too much on our plates. Now imagine injecting the “heat of a business battle” that turns ugly, simply because there was not enough time to adequately prepare. Join us for a thought- provoking show that uncorks a family of three-pronged tools that can become valuable defaults in the heat of our business battles!
Support the show
Do we agree that most companies take aim at trying to address the realistic wants of customers? In addition, don’t most businesses attempt to service consumers in ways that address baseline needs? Yet, how many of us strive to deliver a next-level service that springs forward from a mindset of getting to the customer before they get to you? What if “Volunteer Servicing” could change the long-term trajectory of your enterprise. Join us for a different angle on providing customer service.
Support the show
This business suggestion feels weird to deploy and can be draining to execute! However, in some cases the job might not be accomplished without the use of this business buddy! Join us in examining a unique managerial method that elevates customer satisfaction and delivers two-sided profitability. The ball is on the two-yard line, it’s fourth down, and we need to score for the win! Let’s work it!
Support the show
The former Lanier Business Products President, and Lanier Worldwide CEO shares valuable insights from his notable and distinguished career. Wesley tells short stories and offers takeaways about faith, family, work, life, character and the ability to release the CEO within! This interview clearly points to the career cornerstone that can create future leaders of great consequence. During our interview it became clear to me that Wesley is a man that smiles with his heart. We hope family, friends, past associates and young professionals will agree! Enjoy your time hearing the endearing, smart, witty and God-honoring words of Wesley Cantrell.
Support the show
This “3 Biz Tips in 5 Minutes” show spotlights some fun customer-care reminders we can borrow from our furry, tail-wagging friends!
Imagine learning how to create better customer experiences just because you own a dog? Fido, Spot, Fluffy, Rascal and a host of other canines can teach us how to live out 3R customer care. Hopefully this show will become a memory trigger each time you delve into client-engagement? Enjoy!
Support the show
What is happening with my order? Why doesn’t anyone get back to me? Who can I turn to for answers? Do these frustrating questions sound eerily familiar? The sad reality is that the information black hole has annoyed most of us at least once in our buying history! For many of us, the quiet of the communication wilderness is far too common! Quite simply; buyers and consumers deserve our timely information partnership. What if we could eliminate the majority of our competitors, and make more money by doing so? Join us for 4:52 to discover how we can monetize customer bewilderment by doing three, very simple things.
Support the show
This installment of “3 Biz Tips in 5 Minutes” zeros in on the internal and external benefits of a
shared language culture.
Aligning internal operations with customer deliverables sounds easy. However, many
companies trip and stumble by defaulting to a silo culture that can create internal confusion
and customer alienation. Join us as we explore how “ICE” can lead to a shared language culture that produces increased profitability and customer satisfaction improvements. Thank you for spending these five minutes with us.
Support the show
We share an inexpensive, effective and rarely mentioned business insurance policy in this “3 Biz Tips in 5 Minutes” episode.
Unnecessary chaos and calamity? Consistent margin erosion? Continuous customer defections? Ugly balance sheets? If our businesses look and feel like this, we should consider taking out some 3P insurance? Join us for a fun, fast and foundational broadcast that zooms by so fast that your hot cup of coffee is still steaming when the show is over! If you take cream in your coffee, then you will be glad with our “Lost in The Shuffle” track featured at the end of the podcast. Enjoy!
Support the show
Business improvement ideas are everywhere! We just need to be open to soaking up, and soaking in our own surroundings and experiences. “Transactional Sponge Bathing” is the art of looking, listening, processing, and then taking away & transferring the lessons learned over to our businesses! This discipline can be simple, fun, refreshing, transformative and impactful. If we sincerely want to improve the results of our businesses, we need to strongly consider improving the “how” we do business!
Support the show
Meeting customer wants and needs pour the concrete foundation that many of our businesses are built on. The best companies in the world bake in stated expectations, and then take aim at exceeding those expected deliverables. But what if we climbed one step higher? What if we surprised customers with a level of service rarely seen or experienced? What if we delivered a jaw-dropping, mountain top view that left customers wanting more? Join us for this quick ascension to the highest peak of customer satisfaction.
Support the show
Whynde Kuehn shares valuable insights on her new book about business architecture.
Charting an operational path as one of the original business architecture pioneers, Whynde Kuehn takes our audience on a guided tour of this foundational discipline for enabling end-to-end transformation and organizational agility. Bridging alignment gaps and connecting strategy to execution are enterprise necessities tucked inside the digital transformation era. Whynde has devoted her career to becoming a specialist in this business architecture arena. Join us for our fast moving and enlightening chat about Whynde, this discipline and her book.
Support the show
Sadly, self-serving spin doctors and casual liars have invaded many aspects of life and business. Customers are becoming more cautious and confused about what to believe. Buyers want, and need help avoiding the snares of false claims and imposters. This 3-in-5 show looks at how we can shine a light on truth by properly incorporating demonstrations, examples, facts, exhibits, analogies, testimonials and statistics. Thank you, Lanier Business Products!
Support the show
Join Jessica Chamberlain (Class of ’20, ‘22) and Jeff Mason (Class of ’83) for reflections on the first 50 years of Stockton University. Jessica was a member of Stockton’s 50th Anniversary Commemoration project team. These dedicated students and professors embarked on capturing decades of personal stories that reveal the brand DNA of Stockton. Jeff and Jessica initially met as they collaborated on a 2020 article about hitchhiking during the SSC years. Always engaging, Jessica is a fun guest, and a wonderful ambassador for Stockton University.
Support the show
Our core values often take center stage during various phases of delivering the customer experience. What does our professional conduct communicate to customers, associates and teammates? This “3-in-5” installment invites us to look inward in an effort to establish, operate and demonstrate customer-pleasing values.
Support the show
Please join us as we launch our new short-format podcast series. These new shows will consist of customer-pleasing and money-making concepts rooted in common sense. Each “3-in-5” episode is based on valuable insight from a collection of third-party influencers. Next, SimpleBiz360® simplifies and repackages these concepts based on decades of testing, applying and gathering customer feedback. We hope you like the end product? Thank you and enjoy our first "3-in-5" installment!
Support the show
Jessica Carroll shares her background and touchpoints that provide the bedrock for her professional specialty. This episode speaks to the C-Suite community about building the correct framework to support successful client-partner programs.
Support the show
How can we better understand the relationship of corporate components to the systems that rely on them? How can a “people matter most” philosophy build better systems that enhance the quality of the customer experience? Join us as Hal shares the core components of the “Lean Academy” program that he designed and taught within various corporate environments.
Support the show
We love a cool summer breeze, and that’s how we describe this show. Press play and listen in
as you start prepping your breakfast. Next thing you know…you have three new money-makers before your coffee is done brewing, What a beautiful morning!
Support the show
Actions often speak louder than words. What about customer service telegraphing? Many savvy customers are skilled at picking up behavioral tips about the good, bad or ugly service they are about to receive. These early-stage service signals can damage the transaction mojo and create bad customer experiences. As business operators, we need to identify these telegraphing patterns, eliminate them, and exchange them for healthy service signals. Join us as we ask multiple questions designed to bubble up some customer service improvement opportunities.
Support the show
A recent trade show story painfully illuminates what can happen when business professionals don’t pay attention to customer body language. Reading the room is a skill set that can be learned. However, reading the room can become less important if you plug in a simple, client- engagement protocol. This quick show delivers an old school practice can become fresh, productive and profitable.
Support the show
As if the pandemic shutdowns didn’t cripple retailers enough, now these businesses are left with the new frontier of unexpected challenges finding employees to work the floors. This presents an opportunity for manufacturers and wholesalers to help fill this gap and play a bigger role in retail success. How? The answer is tucked inside a few simple improvements to retail-ready packaging! Join us for a fast summertime show that serves up some constructive ideas.
Support the show
This show explores many questions designed to get us to think about the experiences we create for customers. Are we truly rolling out the red carpet for customers? Do we value consumers as opportunities to smile and exceed their expectations, or are we telegraphing buyers that they are intrusions and interruptions? Are we orders takers or relationship managers? Are we thinking enough about how we make customers feel? Join us for a fast episode that covers many questions designed to stimulate customer-pleasing thoughts and ideas.
Support the show
Do we knit our consumer interactions together with intentionality, deliberateness and customer-centric conscientiousness, or do we choose a random approach? This quick show asks many questions designed to create better transaction outcomes. Have fun sending out all those good vibrations!
Support the show
Similar situations afford us an opportunity to use lessons learned to favorably change the outcome of future business. Join us as we take an introspective trip around our offices to see how we can capitalize on improving our behavior when we encounter “DO OVER opportunities.
Support the show
This show encourages “Search & Find” missions for convertible information nuggets that can be effectively woven into impression building fitness. Consumers and buyers tune into the “What’s In It For Me” (WIIFM) radio station. To find these coordinates on our FM dial, we must
understand who the customer is, and what makes them tick? The digital landscape can become our effective liaison in discovering this information, establishing relevance, and building meaningful business relationships.
Support the show
Rubbing elbows with best practices happens more often that we recognize. What if we were to heighten our curiosity for the business takeaways that can be uncovered through situational observations? Once these desired business behaviors are revealed, the next step is to use them in our businesses. We call this mindset the; The Replication & Duplication Lab! Join us for a quick jaunt through some thought corridors on ways to borrow successful business behavior from other companies.
Support the show
Listening is a core component of our ability to satisfy customers. However, there are many other factors that contribute to our success, or lack of success with making customers happy. Is it possible that good listening skills start with understanding how we sound to our customers? This episode examines listening to ourselves to better understand how we are projecting to our buyers.
Support the show
We travel a weekly path that attempts to uncover overlooked and ignored, customer-pleasing business principles rooted in common sense. We invite you to take a free ride with us for 10-15 minutes each week. We ask a lot of questions and share proven ideas designed to enhance the customer experience. Our goal is to assist you in growing your repeat and referral business.
Support the show
What is your attitude toward work? Harold Geneen, one of my third-party influencer favorites, gained an enthusiasm for almost everything he did. How? Because he viewed his work as an opportunity to find ways of improving. This mindset became an ingrained way of thinking. The daily lessons became yarns that wove together and became his personal tapestry. He simply embraced his career as a creative experience, and this approach sprouted endless enthusiasm. Pretty cool stuff! Join us as we explore a fresh way to view our daily work duties.
Support the show
My 32-company career has exposed me to various margin erosion events that were akin to letting money blow away in the wind. In addition, I have also been blessed by learning high-percentage margin retention from proven fiduciary influencers and best practice professionals. This show bottles up both sides of my career coin, and blends it together with Q & A designed to assist in lighting the path of high profitability. Join us as we layout some margin retention concepts worthy of strong consideration.
Support the show (https://www.amazon.com/dp/0578570327)
Customers want to know what makes our companies unique. They want to invest in the benefits they will receive from purchasing our goods and services. If this is true, then why do so many of us continue to market “Cost of Admission” business offerings? Why do we continue to jump into crowded, tired and overused, echo chamber sandboxes? We invite you to flip the tables on conventional thought. “A breath of fresh air” is how one client recently described this sandbox shift. Try some new thinking with Episode #131! Thanks for tuning in.
Support the show (https://www.amazon.com/dp/0578570327)
Do we consistently deliver our best solution hunting efforts? Do we proactively pursue creative fixes for order issues? Do we roll open our welcome mats to embrace complex and time-consuming problem solving? What depth of “CANDO” is needed to successfully serve our customers? What do buyers expect, and want from their vendors when it comes to issue resolution? Join us as we examine critical questions on our path to advocating for customers.
Support the show (https://www.amazon.com/dp/0578570327)
Do our words demonstrate genuine care for customers? Do our buyers consider us to be great listeners? Do we enter into business conversations with an authentic interest for the lives of the consumers we serve? Do customers feel like another account number on a spreadsheet, or do they sense our appreciation for their business? Join us for a quick look at a powerful opportunity woven into each one-on-one meeting. We are convinced that sharpening our human relation skills can pave the way for healthy, long-term business relationships that are grounded in sincere stewardship. Thanks for tuning in!
Support the show (https://www.amazon.com/dp/0578570327)
Expressing gratitude is a popular human relations topic often highlighted by business leaders. What about the flip side of the thank you coin? What is your response after receiving a statement of appreciation from a customer or co-worker? Are you a non-responder? Or, do you volley back with an acknowledgement plus a boomerang thank you of your own? Join us for a quick exploration of this overlooked concept.
Support the show (https://www.amazon.com/dp/0578570327)
Carefully crafted business letters and memos are now relics. With over 25 years of use, the speed, ease and instant access of emailing rules the commerce landscape. Did we also retire communication professionalism in our rapid migration to emails? Maybe! But what if our communication actually got better? In many ways it did, and in some ways, it fell victim to the “Casual Era” of modern commerce. We will not attempt to challenge the way anyone writes an email. However, we do want to ask a bevy of questions about the management of electronic mail.
E127 looks at the roles of email AUTHOR, RECEIVER, PASSENGER and ADMINISTRATOR. What are your Personal Operating Procedures (POPs) for managing these communication responsibilities? We ask dozens of questions designed to assist in reflection, and maybe some shifts in operational direction! Enjoy and thank you for tuning in.
Support the show (https://www.amazon.com/dp/0578570327)
We believe it is! We come to that that unfortunate conclusion by watching, listening, processing, measuring and managing business situations for over 30 years. The lessons tucked inside situational observations are enormous. We don’t need college educations to see, and feel the impact of business conduct that angers the customer. We just need to listen and keep our eyes open.
Vendors, suppliers and service providers are engaging in the “Red Zone Tug” (RZT) consistently. What is this? How can we avoid being part of the RZT movement? What can we gain by being doers and finishers, independent of customer pestering, poking, pushing and pulling us across the finish line? Let’s hang up RZT cleats once and for all. Let’s change the trajectory of our companies starting tomorrow. Join us for an honest and direct show. The RZT is the biggest problem facing businesses today!
Support the show (https://www.amazon.com/dp/0578570327)
As Founder and CEO of Darcy Luoma Coaching & Consulting (DLCC), Darcy is a Master Certified Coach that creates high-performing people and teams by clearing the hurdles--and people problems--that get in the way of peak performance. Enjoy the honesty, transparency, relatability and high-energy that Darcy brings to the microphone.
Support the show (https://www.amazon.com/dp/0578570327)
Reasons for, and ideas opposed play a huge role in the decision-making process. However, their odd relationship to one another is almost never discussed. In this episode we take you on a quick journey into the mind’s eye, and how these two concepts form a rigid, T-bone that determines many outcomes. We sincerely hope the next 12 minutes can tickle your thought process, and provide a fresh perspective on ways to achieving better results with buyers.
Support the show (https://www.amazon.com/dp/0578570327)
Do you focus on what makes you stand out, and stand tall? Do potential customers know what makes your business unique? Do you spend too much time beating the “price of admission” drums? Have you ever considered ways to play in a less crowded sandbox? Are you active in hallmarking? Join us as we look at ways to identify, harness, prove and communicate uniqueness that customers will pay for.
Support the show (https://www.amazon.com/dp/0578570327)
Do our customers buy and invest, or are they sold and persuaded? Is there a logical, understandable, and simplified buying process the average consumer goes through before arriving at a favorable decision? If so, what are the buying phases, and how can a business use this information to create better transaction experiences? Join us for a trip on the Transaction Tollway as we travel in the investment lane.
Support the show (https://www.amazon.com/dp/0578570327)
What did I do? I cannot believe I actually sent that! Emotions. Anger. Frustration. Endorphin overload. Excess coffee. For whatever reason or reasons, most of us have hit the proverbial “Send” button, only to wish we could have a redo on that email. Join us for this noggin-nudging episode, as we look at using snow globes to improve our communication skills. Seriously!
Support the show (https://www.amazon.com/dp/0578570327)
Providing quality answers to customer questions is necessarily unavoidable when businesses pursue excellence. In these 16 minutes we invite you to examine how your company manages these elements of customer service?
What is the answer depth you supply for teammates and customers? Do you have set protocols for processing questions and arriving at answers? Do your customers get different treatment than teammates? Join us as we discuss a topic that is essential for serving inquisitors successfully.
Support the show (https://www.amazon.com/dp/0578570327)
What happened to us? Why are lazy, generic name substitutions so prevalent? Imagine how many of our customers feel slighted by our lack of using names? Imagine how they feel to see their success increase, yet they hear the value and importance of their name decrease. Imagine the oddity seeing their net worth blossom, and simultaneously their name begins to fade away like a summer flower wilting with the onset of autumn. Let’s do a REBOOT on this! Join us as we stir the soup pot with one ingredient that can help bolster long-term customer relationships.
Support the show (https://www.amazon.com/dp/0578570327)
Are you contemplating dipping your toes into the podcast pool? Or, are you more interested in diving in headfirst? Do you take a long swim, or do you immediately get out because the water is too cold? Maybe you are still in the chin-rubbing stage of your podcast decision process? Wherever you are in your podcast journey, we invite you to tune in and hear what Adam Adams has to share. Affectionately known as “Triple A”, Adam is the founder of a company that can help you launch, grow, manage, and monetize your own show. Grab your swim suit, microphone and towel for a poolside chat that explores what’s actually under that water line!
Support the show (https://www.amazon.com/dp/0578570327)
Join us as we visit the First Impression Fitness (FIF) Gym for a little workout. Today we focus on the 3V equipment to sharpen our skills on making new acquaintances. Remember when Casual Friday came onto the scene? It seems like that turned into casual week, and then casual year. Have we let the casual mindset invade our opening, human-to-human dialogue? Did we lower our first 30-60 second guard? Have we become too lazy with our first impressions? I know may answer to that question. Let’s see what your answer is after you’re done at the FIF Gym!
Support the show (https://www.amazon.com/dp/0578570327)
What do you do with questions? Do you ignore them, or hunt for answers that could become agents of change? We help you ask yourself questions. We don’t claim to be answer gurus. Our weekly show asks personal and professional chin-rubbers that only you can answer. We want to stir the business pot in ways that encourage actionable revisions. We believe better results are achieved when companies improve how they go about conducting business. Our hope is that we assist you in unlocking, small, easy-to-implement, low-cost modifications that lead to positive growth. Episode #116 packs plenty of questions!
Support the show (https://www.amazon.com/dp/0578570327)
Stage 4 cancer led Matt Bright to Johns Hopkins Proton Therapy Center for 40+ days of treatment. To the surprise of everyone at the center, this patient came in blazing a smile, and left a trail of smiling faces upon his exit! Join us as this multiple business entrepreneur, father, husband, coach and God-fearing man handled his wrestling match with cancer. This is a wonderful story for sharing with anyone who is battling cancer.
CORRECTION: Terry Bright was not a GLHS Cheerleader. My apologies to Terry and the GLHS Cheerleaders of 1972-1976!
Support the show (https://www.amazon.com/dp/0578570327)
Is your “INBOX” filled with 4,879, unhighlighted emails indicating they are “READ?” The busier we get, the easier it becomes to view emails and never act on them. Just think of all those puzzled and sad customers, associates and vendors who keep looking for our return volleys? Isn’t it better to give than receive? Let’s have some fun with these next six minutes. Merry Christmas!
Support the show (https://www.amazon.com/dp/0578570327)
Pastor Cory Ball shares his personal journey on starting Redemption Church in Kirkwood, MO. His wit, passion, knowledge and enthusiasm combine with his superb storytelling for an entertaining, informative and fun show.
Support the show (https://www.amazon.com/dp/0578570327)
We invite you to open your arms and hearts to how God can answer these questions. My answers were delivered on December 24th, 1987 in Princeton, New Jersey! I hope this is your year to receive what God intended as His gift for you. Merry Christmas!
Support the show (https://www.amazon.com/dp/0578570327)
People with disabilities are enthusiastic, well-prepared, highly-qualified and ready to share their professional skills with potential employers! Steve Schenck and Steve Spencer lead us down the road of understanding during this unique broadcast. Steve & Steve work for Paraquad, a St. Louis based company founded by Max Starkloff. Max was a vital member of the lengthy civil rights movement that gave birth to the Americans with Disabilities Act (ADA) in 1990.
Support the show (https://www.amazon.com/dp/0578570327)
My book editor really taught me the significance of being deliberate with each word. During our eight editorial rounds I learned how to write more powerfully with less text. Our goals centered on word count reduction and word selections. The intended result was a fast and enjoyable reading experience. Customers also appreciate this same effort from vendors. Join us as we stir the mind with some thoughts and ideas about words and editing correspondence.
Support the show (https://www.amazon.com/dp/0578570327)
Whether our responses are simple, tough, unwanted or uncomfortable, we suggest using a direct method that conveys what the customer deserves to hear. Abandon the crafty Spin Doctor methods and leave those for the political and media arenas. Additional repeat and referral transactions await those enterprises who are truthful, to the point and transparent.
Support the show (https://www.amazon.com/dp/0578570327)
The answer has not changed in over 30 years. Yesterday it cropped up eleven times in seven minutes. Why do we keep losing momentum by wrestling the same bear over and over! This is a rapid-fire show with a call to action for an executive exercise! This show can change your business overnight!
Support the show (https://www.amazon.com/dp/0578570327)
Join us as we consider the impact of exchanging a negative action verb with an uplifting, positive word. Imagine if 2022 could be highly productive because of one, small, easy and compelling improvement? Thanks for spending these 12 minutes with us.
Support the show (https://www.amazon.com/dp/0578570327)
Managers must be able to manage effectively. To do so, decision makers need good information. Do we actually equip customers with enough order variables? Are we communicating all the curve balls that can have an impact on the results buyers are expecting? Take a quick spin with us as we discuss preparing customers with better information.
Support the show (https://www.amazon.com/dp/0578570327)
Join us as we show the two sides of common business perceptions! Avoid the yellow results and pursue the blue! Flip the script on potential customer anger. This show scoots quickly, and as you will see and hear, I had enough coffee for all of us!
Support the show (https://www.amazon.com/dp/0578570327)
How do you monetize your capabilities? Can you brand your skill sets? How do core values affect your personal brand building? How can you make the most of your business voyage? Join us for this “CAREER CORNER” installment designed to boost your professional worth and strengthen business integrity! If you want some expert advice, please consider tuning into Rick Diana in episodes E86 and E87! Safe travels on your voyage!
Support the show (https://www.amazon.com/dp/0578570327)
What if we could deliver a crisp, clear blue-sky day for each and every customer interaction? Join us as we pay forward some simple concepts designed to create win-win scenarios in the new and emotion based “Experience Frontier.”
Support the show (https://www.amazon.com/dp/0578570327)
This large retail decision maker was telling me how to REBOOT and make other buyers happy. I took the bait and today’s show pays forward the simple format changes I embraced in 1996, and still use to this day! Do you want to cultivate more internal, and external fans of how you do business? If so, please join us for this fast-flowing broadcast. Cheers!
Support the show (https://www.amazon.com/dp/0578570327)
As we tackle the new frontier, this show details two simple examples where change was just waiting to happen. Example #1 shares math that matters. Example #2 highlights TLC that alters perception in healthy ways. Enjoy and thanks for tuning into our weekly show.
Support the show (https://www.amazon.com/dp/0578570327)
The business landscape is transitioning from factual metrics to emotional perceptions. To survive and thrive, companies must embrace this new horizon. We look forward to assisting with tools and programming that impact business health and growth in this new frontier.
Support the show (https://www.amazon.com/dp/0578570327)
Hidi Fankhauser shares her adventure about blending skills, creativity, detail and virtual tools to bring quality apparel to life. This Mompreneur sincerely enjoys her profession. Enjoy this “GARMENTOLOGY” episode and be sure to focus on how Hidi pays her passion forward to the next generations.
Support the show (https://www.amazon.com/dp/0578570327)
I made this mistake for ten years of my life. If Episode 98 describes you, please consider taking this path! Customers want this, and they will pay for it. Enjoy the rest of your summer!
Support the show (https://www.amazon.com/dp/0578570327)
Heather Creech shares how she switched professional lanes in the middle of her career! Enjoy traveling down Heather’s life highway as she unveils her enthusiasm for empowering people as a Health Coach with Profile by Sanford.
Support the show (https://www.amazon.com/dp/0578570327)
Before you can finish a cup of coffee, we deliver a powerful biz tool that is becoming a rare commodity. Cool off with our quick breeze that is sure to electrify your business results. This can make everything better!
Support the show (https://www.amazon.com/dp/0578570327)
Join us as we chat about real estate, podcast life, family, faith and current events with a Phoenix area Real Estate professional. Jackie Mahaney brings her expertise and upbeat attitude to the SimpleBiz360® Podcast. Enjoy and check-in with Jackie if you are relocating to the Phoenix/Scottsdale area of Arizona.
Support the show (https://www.amazon.com/dp/0578570327)
Unexpected obstacles, hiccups and disappointments knock on all of our doors. Do the small and medium speed curve balls disrupt your business endeavors, or are they just brush-back pitches? Does adversity leave you feeling defeated, or do you look for the silver-lining hidden within the negative event? Tune in for 11 minutes and let your thoughts get stirred!
Support the show (https://www.amazon.com/dp/0578570327)
Mark Mittendorf shares his heart, and his six-point business model designed to serve God and customers. If you are searching for a small business model to learn from, this show is for you!
Support the show (https://www.amazon.com/dp/0578570327)
Rigid or flexible? Unwilling or willing? Narrow-minded or creative? Do we deny deviations or do we welcome unique requests? When you look at the cement that binds your company, is it a “CAN DO” foundation of optimism, or a “CAN’T DO” platform of pessimism? Grab a cup of coffee and let's do some chin-rubbing!
Support the show (https://www.amazon.com/dp/0578570327)
Decades of retail management, sales management and business ownership prepared Ed Philips for his latest entrepreneurial adventure. Please join us as Ed provides a heartwarming glimpse into how he blended together a passion, a skill and business acumen to create a unique online company.
Support the show (https://www.amazon.com/dp/0578570327)
We invite you to look through your windshield and capture the enormity and excitement that lies ahead. Regret, backpedaling and rewinding past events never created a “glass half-full” mindset. Dream, plan, prepare and get your tools in order for the great adventure of doing business with optimism.
Support the show (https://www.amazon.com/dp/0578570327)
I met and hired Paul Baum in 1990. Shortly thereafter he began his entrepreneurial adventure that is 30 years strong and still going. Pauls’ second company, PlanITROI is now celebrating their 20th anniversary. We invite you to soak up this story and see how Paul, his daughter, and the rest of the PlanITROI team, are standing in the gap for those in need of affordable technology.
FYI: Paul’s Lost in The Shuffle (L-I-T-S) selection only has 939 million views! WOW!
Support the show (https://www.amazon.com/dp/0578570327)
Potential customers want to know how you stand out from the competition. Fair prices, good quality and timely deliveries are the price of admission in most cases. Consumers want their buying decision to be easy and strongly supported. So, let’s shuffle the deck and start dealing potential clients with unique branding points. Join us for a cup of coffee and some thought stirring!
Support the show (https://www.amazon.com/dp/0578570327)
Part two of this series explores harnessing, networking and messaging your talents. Rick’s straight forward approach enables you to convey and monetize your proven uniqueness. The next 80 minutes will give you tools and confidence to project your true value to the corporate world! We encourage you to share this episode with family and friends!
Support the show (https://www.amazon.com/dp/0578570327)
The first installment of this two-episode series paves a path to setting victorious expectations. Rick joins both sides of the interview desk with candid insight and pragmatic solutions. Episodes 86 and 87 can provide a competitive career advantage for anyone willing to grasp the full measure of Rick’s messages. We encourage you to share with family and friends!
Support the show (https://www.amazon.com/dp/0578570327)
The rewards of dialogue preparation will pave a path for calming nerves and increasing personal confidence. Hang with us for 9 minutes as we encourage you to consider role-playing and rehearsing to polish and refine your verbal skills.
Support the show (https://www.amazon.com/dp/0578570327)
Join us for this infotainment enriched podcast. Dr. Michael Lea takes us up, down and all-around this unique chiropractic discipline. Funny, smart and informative, Dr. Lea shares his profession with charisma, energy, props and simplistic analogies. This was a really fun episode to tape. We hope you enjoy it!
Support the show (https://www.amazon.com/dp/0578570327)
Imagine a business world where many customer questions disappear and are exchanged with voluntary answers. In other words, we invert conventional business mechanics and equip customers with information before they ask for it. It’s not that hard and it can be fun watching customers smile and thank you for being respectful of their money and time. Set aside 13 minutes (not 10), grab your favorite beverage and we hope you find it helpful!
Support the show (https://www.amazon.com/dp/0578570327)
Amie Hoff shares how two sisters take their idea to market. These best friends assemble equipment and knowledge into compact packages capable of delivering healthier lifestyles. Tune in and enjoy Amie’s entrepreneurial story that highlights hard work, creativity, family, athletics, entertainment, television, ecommerce and the promotional products industry.
Support the show (https://www.amazon.com/dp/0578570327)
This broadcast tackles a consistently overlooked and ignored element of business. Do you transfer the task to the customer? Or, do you shoulder the workload? Do you want to elevate customer satisfaction and create a better perception about your company? If so, this show is for you. Episode #81 is sure to put smiles on customer faces and money in your bank account!
Support the show (https://www.amazon.com/dp/0578570327)
Jenny Miner takes us inside an online giant to deliver an informative and articulate podcast. This program allows listeners and viewers to jump into the seat of a buyer. The broadcast uncovers a deeper understanding of what ecommerce purchasing departments need to streamline their efforts and maximize vendor relationships. Jenny is a proven professional that will bring a fresh perspective to your inbox!
Support the show (https://www.amazon.com/dp/0578570327)
Business and life often merge to create a super highway of hustle and bustle. Many of us rarely escape fifth gear. Slowing down seems counter intuitive amidst the warp speed of our daily lives. Join me as I share my illuminating conversation with a former NHL player. The topic of our talk was the greatness of Wayne Gretzky. Take a ten-minute coffee break as we connect the dots to the significance of slow-motion clarity.
Support the show (https://www.amazon.com/dp/0578570327)
The Managing Director of Leadsun takes us on his journey to discovery. Sensing that technology and cost improvements could be achieved, Matt Pollard maps out how teamwork and determination met this chin-rubbing challenge. Join our engaging guest as this true gentleman unveils solar lighting and inspires future innovators.
Support the show (https://www.amazon.com/dp/0578570327)
Inspired by providing homemade goodies for family gatherings and various PTA collaborations, the idea of friends baking together blossomed into something very special. I was genuinely intrigued after meeting Cara and Julie while picking up a gluten-free Christmas Coffee Cake in 2020. After eating this phenomenal treat (over the next four days), I knew their story had to be captured on tape. Delightful, insightful, engaging, informative and fun, Cara and Julie deliver INFOTAINMENT for all ages.
Support the show (https://www.amazon.com/dp/0578570327)
2020 was the unique backdrop for the birth of this start-up. Dudes Love Brunch (DLB) came into public view through the hard work of an exciting visionary who is making things happen! Our interview explores family, competitive athletics, writing, blogging, being “comfy” and how she is investing in herself.
Support the show (https://www.amazon.com/dp/0578570327)
Are there certain business situations that warrant the use of our desktops instead of mobile devices? This episode does not contain answers…only questions. Have you ever lost money, specifically because you processed business on a mobile device instead of a larger computer? If so, we invite you to grab your favorite beverage, sit back and enjoy the show.
Support the show (https://www.amazon.com/dp/0578570327)
To many of us, details are the two-ton elephant in the room. Many business owners despise rolling up their sleeves and getting into the weeds, navigating the minutia, dotting the I’s and crossing those t’s! However, becoming an Elephant Doctor is a fiduciary responsibility we all need to employ if we are to remain operable. Roll out that red carpet and get ready to multiply attention-to-detail x 100!
Support the show (https://www.amazon.com/dp/0578570327)
For thirty-five years I have witnessed leadership fascination with “GETTING” customers. However, many times “KEEPING” consumers and buyers happy has never received the same weight of desire. I have actually heard management declare that paying customers should perceive the act of doing business as a “PRIVILEGE!” Really? Let’s get real in this episode and shatter that myth!
Support the show (https://www.amazon.com/dp/0578570327)
Business can be harsh, lonely, exhausting and costly. It can also be exhilarating, fascinating, exciting and rewarding. The outcome depends on accepting the realistic rules of engagement. Join us as we take the ice for a thought-provoking faceoff.
Support the show (https://www.amazon.com/dp/0578570327)
Grab a cup of coffee and hear a refreshing account of a fourteen-year-old business that never markets, always has a full workload plate, and does 70% of annual revenue with repeat customers. Can this six-pronged business model do the same for your business? This show is a real chin-rubber!
Support the show (https://www.amazon.com/dp/0578570327)
“Watch & Listen” has replaced “Read & Think” as our minds have been trained by self-serving voices designed to narrow and funnel our perspective. Businesses and consumers have suffered. We encourage you to reengage with stimulating thought and rediscover an exciting world of independent thinking that can deliver better repeat and referral business.
Support the show (https://www.amazon.com/dp/0578570327)
What do customers believe? Lies have invaded life to such a degree that consumers have trouble discerning what is real! Join us as we try to get our business trains back on track in pursuit of delivering TRUTH. Hidden benefits are found all over the perimeter of TRUTH!
Support the show (https://www.amazon.com/dp/0578570327)
Consumers have endured decades of self-serving, hidden-agenda, greedy and fictitious messaging designed as absolute truth! In this show we urge you to avoid the adoption of such careless and misleading business strategies. Customers want and deserve better! Now is the time to EXPLORE YOUR CORE and build your foundation on humility, honesty, truth and customer-centric focus!
Support the show (https://www.amazon.com/dp/0578570327)
How do you process tricky situations or sticky issues? Do they intimidate you and cause you to avoid dealing with them? Join us as we flush out the dangers of passing the buck and sweeping problematic dirt under the rug!
Support the show (https://www.amazon.com/dp/0578570327)
Pay it forward for your and your career. Many business situations contain valuable takeaways that can assist you with improving your professional assets. Eyes on the road and keep the shiny side up!
Support the show (https://www.amazon.com/dp/0578570327)
Silly question, right? Then why do some of us make consumers feel like they are an intrusion? Just think what could happen if we treat them like they are part of our business family. Join us as we kick off our 2021 challenge by asking questions and finding answers that lead to better customer INCLUSION!
Support the show (https://www.amazon.com/dp/0578570327)
Dive into five, overlooked and underappreciated improvement tweaks! Happy New Year!
Support the show (https://www.amazon.com/dp/0578570327)
Nutrition, supplements, wellness, organic foods, non-GMO products, business ownership and customer satisfaction are covered in this informative and engaging interview. For 18 years Dave has lived out his passion to help and serve others at O’Fallon Nutrition in St. Charles County, Missouri. Say goodbye to 2020 and start 2021 with a combination of personal care and biz tips!
Support the show (https://www.amazon.com/dp/0578570327)
Are we putting out the “Welcome Mat” for our potential and repeat customers? Are we sending messages of inclusion, or are we broadcasting intrusion, confusion and illusion? We want to ask the right questions that promote changes which will result in better business deliverables. Merry Christmas!
Support the show (https://www.amazon.com/dp/0578570327)
2020 has served up heavy doses of fear, anxiety, loneliness, depression, drug addiction, alcohol dependency, suicide and child abuse. Healing, restoration, peace, contentment, completeness and forgiveness are all very close by. We invite you to join us as we unwrap the true Christmas gift that is waiting and available to anyone!
Support the show (https://www.amazon.com/dp/0578570327)
Jump aboard with Dawn and David Giombetti as they recall setting the sails on their entrepreneurial voyage. Their story has inspired me since the late 1980’s. Enjoy their passion for business and desire to serve customers well! Come sail away for the next 80 minutes.
Support the show (https://www.amazon.com/dp/0578570327)
Engaging, driven, creative and relatable, this rising star has a lot to offer entrepreneurs and business professionals. We hope you enjoy this as much as we did! Cheers!
Support the show (https://www.amazon.com/dp/0578570327)
O. U. R. specializes in the coordinated rescue and planned recovery for children who are victims of human trafficking and sex slavery. We encourage you to visit their website (ourrescue.org) and consider supporting this organization with your donation of money, time or both.
Support the show (https://www.amazon.com/dp/0578570327)
This show identifies and examines the popular path of short, abbreviated, sketchy and confusing communication. Is this rapid style of customer service helping or hurting business relationships? Join us as we put a spotlight on this business shift.
Support the show (https://www.amazon.com/dp/0578570327)
Committed to elevating the quality of life within the spectrum, Jimmy is focused on sharing encouraging advice about exercise, nutrition and a healthy lifestyle. This is an educational episode tailor made for sharing with family, friends, classmates and neighbors that are touched by autism.
Support the show (https://www.amazon.com/dp/0578570327)
The short discussion with Ron Ameln and Jeffrey Mason ends with the TOP FIVE suggestions for increasing repeat and referral business.
Support the show (https://www.amazon.com/dp/0578570327)
Gaming, digital marketing, podcasting, operational duties and hard work are molding a fast and successful career for this young COO. With the wind at has back and a huge future ahead, Alex chats about business and life!
Support the show (https://www.amazon.com/dp/0578570327)
Does “winging it” or “shooting from the hip” describe you? We realize that many business operators wear these badges. Take a quick trip with us as we stimulate your thoughts on being better prepared. This show is light and fun. Scouts honor!
Support the show (https://www.amazon.com/dp/0578570327)
Exhausted with all the inquiries and order issues? We know the drill and understand that your time is money. We also realize that happy customers lead to better repeat and referral rates. So…let’s combine spending less of your time with increasing consumer satisfaction. Let’s get you “One-Twenty Certified” in eleven minutes.
Support the show (https://www.amazon.com/dp/0578570327)
Do you ever feel like customers give your company a bad rap for no reason? We nod in agreement as this broadcast examines “Speaking to The Mind’s Eye” to create better win-win transactions! In today’s marketplace, perceptions often solidify themselves as reality. Sadly, this process can overshadow fact which complicates customer satisfaction and business growth. Join us for a few minutes as we flush this out.
Support the show (https://www.amazon.com/dp/0578570327)
SimpleBiz360™ is focused on enhancing customer satisfaction that delivers business growth. We share proven and simple suggestions that are woven together with common sense. This episode quickly unpacks our mission. Weekly shows are 10-12 minutes. It would be a sincere honor to have you join us each week.
Support the show (https://www.amazon.com/dp/0578570327)
There is no right way. Just remember to say it. Business operators move fast and often overlook expressions of gratitude. The power of a sincere “Thank You” puts a smile of both the giver and receiver. We take this time to show our genuine appreciation for all the fine professionals who have contributed to our podcast. Enjoy this quick collection of some highlights from Season #1. Thank you for spending time with us.
Support the show (https://www.amazon.com/dp/0578570327)
Whenever a business transaction is altered by unexpected change, there is usually an underlying reason. “Why” is the natural customer response. In this episode we discuss the need to feed customer curiosity.
Support the show (https://www.amazon.com/dp/0578570327)
What are the essential ingredients for companies to grow and thrive? We look at satisfied customers to answer that question. We focus on our “BIG 3” list that delivers the same business results that sun, dirt and water provide for plant life.
Support the show (https://www.amazon.com/dp/0578570327)
Let’s spend ten minutes examining business interactions from the customer perspective. This show is a small and inexpensive insurance policy that protects your investment of time, money and effort.
Support the show (https://www.amazon.com/dp/0578570327)
Spend six minutes with me to hear about the helpless. We can all become agents of change and stand on the gap for those who need hope, rescue and freedom.
Support the show (https://www.amazon.com/dp/0578570327)
We all have names. Let’s relearn how to say them! If you want to knock out some of your competition, and get more customers to begin liking you, then let’s retire the laziest greeting in our vocabulary. Hey…I’m also guilty of this. Let’s dive into this together!
Support the show (https://www.amazon.com/dp/0578570327)
We combine the notions of deep “THINKING” and “PROCEDURES” to create business tools that make customers happy and bank accounts healthy.
Support the show (https://www.amazon.com/dp/0578570327)
High School classmates reunite for an entertaining show beaming from Campbelltown in New South Wales. Grab your favorite beverage, kick your feet up and enjoy this long-distance conversation with the “G-MAN.”
Support the show (https://www.amazon.com/dp/0578570327)
On August 6, 1983 I married my lovely wife. As we celebrate our 37th wedding anniversary, I am also reminded of the biggest question I forgot to ask. Join us for this quick summer show that spreads some sunshine on an important aspect of business.
Support the show (https://www.amazon.com/dp/0578570327)
Processing business events as teachable moments will build operational strength and grow bank accounts. We keep things breezy and light as we mix a cool summer cocktail of takeaways.
Support the show (https://www.amazon.com/dp/0578570327)
We discuss life, business, tennis, running, Wisconsin, podcasting and her foundation (KJF).
Support the show (https://www.amazon.com/dp/0578570327)
Best practice apparel manufacturing developed my muscle memory for exceptional customer satisfaction and high profit retention. “TECH PACKS” are a reliable way to ensure that detailed production specifications deliver consistency and excellence. Quality-In-Quality-Out (QIQO) is a catchy acronym that makes customers smile!
Support the show (https://www.amazon.com/dp/0578570327)
The rhythm of good business is steep with timely customer care. Consumers become agitated when bursts of energetic service abruptly turn into strange disappearances. This “STREAKING” rolls out the red carpet for the Silent Business Killers (SBKs). We unpack this and make some corrective suggestions in a short, fast-paced show.
Support the show (https://www.amazon.com/dp/0578570327)
If customer satisfaction is important to your business, then we encourage you to develop the art of “RECIPROCATING.” People buy from people they like! Harness this practice and you will strengthen customer relationships. Happy July 4th!
Support the show (https://www.amazon.com/dp/0578570327)
Spinning, fudging, blame shifting, and crafty communication are often the defaults used by businesses. Where does truth fit in? We explore this entire ball of wax in a quick podcast.
Support the show (https://www.amazon.com/dp/0578570327)
From winning a college scholarship, to being kicked out of school, the Adam Mason story is a fun one. Determined to be an achiever, this story of redemption follows Adam as he finishes school, leans into photography, forms a successful company, launches a podcast and shifts gears with the COVID-19 pandemic.
Support the show (https://www.amazon.com/dp/0578570327)
Many unemployed Americans will bravely paddle towards uncharted headwaters. IRA’s, savings accounts, home-equity loans, conventional loans and credit cards will fuel this entrepreneurial boom. Excitement, hard work, passion and creativity will be the bedrock of these solopreneurs. We deliver 10 “CORNERSTONE CONCEPTS” that can greatly assist these courageous professionals in operating customer-pleasing enterprises. We hope it helps!
Support the show (https://www.amazon.com/dp/0578570327)
Once the economy restarts, huge percentages of workers will be asked to operate from their own homes. New challenges and wonderful benefits will arise from this marketplace shift. New “INDIVIDUAL RESPONSIBILITIES” will be a vital component of transitioning to working from the family residence. This broadcast delivers 12 points to be considered when working from your apartment, condo, townhome or house. We hope it helps!
Support the show (https://www.amazon.com/dp/0578570327)
Over 33 million Americans are without work due to the pandemic. Once the economy restarts, reentry into the workforce will be highly competitive. Job applicants will far outweigh job opportunities. “INTERVIEWING SKILLS” will be a vital component in securing employment. This podcast is our gift to all those people unemployed. We hope it helps!
Support the show (https://www.amazon.com/dp/0578570327)
Over 33 million Americans are without work due to the pandemic. Once the economy restarts, reentry into the workforce will be highly competitive. Job applicants will far outweigh job opportunities. The effectiveness of the “RESUME” will be a vital component in securing employment. This podcast is our gift to all those people unemployed. We hope it helps!
Support the show (https://www.amazon.com/dp/0578570327)
Competition for new jobs will be ferocious. Companies will shutter cubicle concourses and fuel remote working. Large numbers of solopreneurs will bravely rise from the ashes of the 33 million people who are now unemployed. We kick-off five episodes that deliver help with preparation, tools and solid foundations for reentry, working from home and starting new ventures.
Support the show (https://www.amazon.com/dp/0578570327)
Take this ten minute ride with us as we travel a high mountain road in search of disruption. The destination will be a welcomed surprise for you and your customers.
Support the show (https://www.amazon.com/dp/0578570327)
We attempt to address the cart and the horse. Let’s explore catching the right “go to market” bus that hits all the right stops and delivers what customers really want.
Support the show (https://www.amazon.com/dp/0578570327)
Upon reaching the 35,000 mile mark after 40 years of running, I take a fun look at what business advice is tucked in inside the preparation and running of marathons. Three of my six marathons were wonderful and the other three went haywire as I slammed into the proverbial wall.
Support the show (https://www.amazon.com/dp/0578570327)
Approximately five million college seniors must process the remainder of their academic experience differently than any previous group. Jessica Chamberlain (Stockton University) peels back the onion on the effects of the pandemic with the graduating class of 2020. This articulate student delivers a respectful, mature and insightful perspective on the collegiate climate and how these conditions will shape the young leaders of tomorrow.
Support the show (https://www.amazon.com/dp/0578570327)
This broadcast has been on my mind since day one. What an honor it is to uncork six of my favorite principles from the Dale Carnegie library. Number seven is brought compliments of Rick Diana from Trinitas Talent Management. Thank you Mr. Carnegie!
Support the show (https://www.amazon.com/dp/0578570327)
Steve unpacks key strategic sales tools modified for the “New Normal” world of selling and buying. Reacting very quickly to the challenges associated with quarantined life, Ignite Selling designed and released a cutting-edge sales program. The Virtual Strategic Planning Simulation (VSPS) is designed to assist leadership and sales teams with maintaining focus on quarterly goals and objectives during these uncertain times. SimpleBiz360® is excited to help spread the news about VSPS and the April 6, 2020 launch.
Support the show (https://www.amazon.com/dp/0578570327)
The special event podcast features a candid discussion with an inventor, solopreneur, wife and mother. Donna Abate Potter unwraps the story behind the story of launching Fusion Gates. From vision to starting up, Donna highlights the successes and challenges of product development, business ownership, manufacturing and managing her internal engine. This adventure has something for everyone. We sincerely hope you enjoy this authentic, inspirational, endearing and uplifting story about life.
Support the show (https://www.amazon.com/dp/0578570327)
We unpack this jim-dandy concept that is usually one, two or three sentences in length. Over the years I have received dozens upon dozens of thank you notes from C-COM recipients. Join me as I share the benefits of sending these crowd pleasers.
Support the show (https://www.amazon.com/dp/0578570327)
Delivering good service is critical to the health and welfare of small, medium and large businesses. Not delivering what customers deserve can be damaging to the enterprise and the dreams of the company founder. This installment is all about understanding the dangerous, and apparent growth of SWIICFU.
Support the show (https://www.amazon.com/dp/0578570327)
The “Middle” business sector contains the most opportunity for small business success. This show identifies and highlights how solopreneurs, entrepreneurs and risk takers can avoid either/or customer perceptions and capitalize on professionalism.
Support the show (https://www.amazon.com/dp/0578570327)
In baseball the best run producers are called the “heart”, the “meat” or the “middle” of the lineup. Every team focuses on this to win championships. Businesses also need to successfully address this center mass. Episode 19 unveils the adventure this author/podcaster experienced on his way to understanding the vital significance of the “Business Middle.”
Support the show (https://www.amazon.com/dp/0578570327)
Does this sound like my marbles are gone…or going? Nope…they’re still here. The cobwebs are gone and clarity reveals the harmony when a business bonds the back end of the house to the front end! Turn your claims into deliverables by gluing them together.
Support the show (https://www.amazon.com/dp/0578570327)
Fuhgeddaboudit. If you learn how to master these belief builders, your business will start living large and in charge! There is way more to this story…but let’s do ten minutes for starters.
Support the show (https://www.amazon.com/dp/0578570327)
How will you be remembered by customers and colleagues when you hang up your cleats? What is your distinctive feature? What is your hallmark? What will your business tombstone read? If you don’t like the answer, then change course to alter the ending. The cement engraver has not started yet!
Support the show (https://www.amazon.com/dp/0578570327)
In this broadcast we address some nuts and bolts of Expectations. So few managers, business leaders, executives or coaches deal with expectations in comprehensive fashion. SimpleBiz360™ loves this concept and we share tools that are foundational to exceeding stated and defined customer Expectations.
Support the show (https://www.amazon.com/dp/0578570327)
Inviting operational improvements can be healthy and profitable. To elevate business performance, just like on the athletic field, we must roll out the royal, red carpet for change. Let’s unpack Tool #234 and talk some shop!
Support the show (https://www.amazon.com/dp/0578570327)
How did a player with a lifetime .202 average have such a profound effect on tens of thousands of business people? Please tune in for ten minutes and find out how he can help your business in 2020!
Support the show (https://www.amazon.com/dp/0578570327)
Businesses continue to disappear when the rubber needs to meet the road. Think about this in the context of your own consumer spending! How many times have you been disappointed with poor follow-through on personal purchases? Watch what happens when we connect the dots to Silent Business Killer Strikes. Yikes! Let’s get triangular and take the 3Y Challenge together!
Support the show (https://www.amazon.com/dp/0578570327)
From his Eureka, MO roots, to the fast-paced universe of digital marketing and branding, Garrett shares his story in a 45 minute show. Engaging, articulate, successful and entertaining, this young St. Louis Titan provides insight on his journey and unveils what makes him tick.
Support the show (https://www.amazon.com/dp/0578570327)
Convinced this is a huge wrecking ball for many small operations, we encourage monitoring, measuring and analyzing your financial performance metrics. We keep the show light and on the surface. Deep dives are for another place, time and qualified resource. “Hold onto your Sand” is one of our mantras, and the inspiration of this phrase is birthed from the nuts and bolts of this broadcast content.
Support the show (https://www.amazon.com/dp/0578570327)
Our first excerpt from the COMMUNICATION drawer, we explore the importance of not letting any customer communication go unanswered. Whether it is by phone, via text or email, learn to bounce back a volley to demonstrate exceptional customer-focus.
Support the show (https://www.amazon.com/dp/0578570327)
We roll up our sleeves and dig deep in the dirt to plant this seed. A profound 1988 magazine article changed my perspective on how to make customers happy. Decades of fascination with these unshakeable truths, I do my best to educate and inform listeners on the most powerful enemies of any business.
Support the show (https://www.amazon.com/dp/0578570327)
Your listening experience is top of mind. We call out ten changes that will be applied to future broadcasts with the goal of enhancing show quality. We do a lighthearted spot about Jersey words and phrases and then transition into the roster of 2020 guests. We cap off the 20-minute show with a brief, Rock & Roll piece that will be a hallmark of future shows.
Support the show (https://www.amazon.com/dp/0578570327)
We grab onto this SERVICE tool and unwrap an approach that few businesses ever discuss. We leave you scratching your head about all the proactive enhancements you can adopt. Once polished, this “diamond in the rough” will keep customers returning and referrals rolling in.
Support the show (https://www.amazon.com/dp/0578570327)
We slide into the PROCEDURE tool drawer to crank these gears into motion. Too much money is lost by businesses due to random order entry processes. Sloppy order entry procedures invite problems, create issue resolution backpedaling and drive customers to other vendors. We give you some useful information that help you retain profitability and customers.
Support the show (https://www.amazon.com/dp/0578570327)
We crack open our CUSTOMER tool drawer and unveil a necessity in growing your business. Time is money, and clients don’t want to have their precious time wasted. At the end of this short session, our hope is that we inspire you to make “doing business” easier and faster for your customers.
Support the show (https://www.amazon.com/dp/0578570327)
In this episode we open our CORE tool drawer and flush out a vital customer-pleasing quality. There are many aspects to integrity. We do our best to highlight the importance of this concept and encourage listeners to endorse, and utilize this business gem.
Support the show (https://www.amazon.com/dp/0578570327)
In this episode we unpack a bedrock concept from our EXPECTATIONS tool drawer. To create customer-pleasing results, business owners are encouraged to see transactions from a client-perspective.
Support the show (https://www.amazon.com/dp/0578570327)
In this episode we answer the following questions: What is SimpleBiz360™? How does SimpleBiz360™ work? Why did Jeff Mason create SimpleBiz360™? Who is Jeff Mason, and why listen to my podcasts?
Support the show (https://www.amazon.com/dp/0578570327)