The Secret of Success

The Secret of Success

Here’s a thought: If we want to increase our success, why don’t we stop concentrating on what our products or services do and start focusing on what they do for our customers? In other words, what if we stop emphasizing our function and start promoting the...
Sorry Seems to be the Hardest Word

Sorry Seems to be the Hardest Word

It used to be that a sincere “I’m sorry” was accompanied by a bouquet of flowers and a heartfelt card.  Then life went back to normal. And for companies, rectifying a mistake usually meant a generic apology by the CEO and a conscientious program set up to...
Service with a Simile.

Service with a Simile.

Willy Walker walked purposefully to the center of the stage and addressed the 400 people in the audience.“Late last night I wandered through the hotel lobby. A maintenance engineer asked me if I needed help and I told him I was looking for the gym. Instead of just...
Do No Evil. Unless You Do.

Do No Evil. Unless You Do.

For years Google has crowed about their code of conduct, “Don’t be evil.” In 2015 they doubled down on the concept, if not the actual words, when they introduced their new tagline “Do the right thing.”   As the company explains in their code of conduct,...
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