Communication Articles

Can your staff read your mind?

Wordcount: 385 Time to read: 2½ minutes

In the ever-shifting landscape of modern business, having a clear sense of direction isn’t just an advantage—it’s a necessity. If you know what you want your organization’s present and future to look like, don’t make staff read your mind. Document it.

Customer Service Quality? Shmality!

Wordcount: 580 Time to read: 4 minutes

When it comes to delivering products and services, consistent levels of customer service outweigh all other aspects of the end-user experience. What makes a business stand out is outstanding customer service.

While there are many pieces to this puzzle, this newsletter focuses on three that are universal and foundational to building a sustainable organization.

Whadddaya mean there’s no spare tire!

“Planning is an unnatural process; it is much more fun to do something. The nicest thing about not planning is that failure comes as a complete surprise, rather than being preceded by a period of worry and depression.”
— Sir John Harvey Jones

Wordcount: 613 Time to read: 5 minutes

When marketing just don’t work

When I say sometimes marketing don’t work, I mean it don’t work when you think you know your customer better than they know themselves. This is not an existential issue, nor is it an issue of conscious or subconscious awareness.

Wordcount: 542 Time to read: 4 minutes

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Customer Service Quality? Shmality!

Customer Service Quality? Shmality!

Wordcount: 580 Time to read: 4 minutes

When it comes to delivering products and services, consistent levels of customer service outweigh all other aspects of the end-user experience. What makes a business stand out is outstanding customer service.

While there are many pieces to this puzzle, this newsletter focuses on three that are universal and foundational to building a sustainable organization.

When marketing just don’t work

When marketing just don’t work

When I say sometimes marketing don’t work, I mean it don’t work when you think you know your customer better than they know themselves. This is not an existential issue, nor is it an issue of conscious or subconscious awareness.

Wordcount: 542 Time to read: 4 minutes

The Second Operational Imperative

The Second Operational Imperative

Long-term organizational success and sustainability require leadership’s dedication to three operational imperatives. In this post, I explain consistency of performance, the second operational imperative, and why it’s at the root of the highest, most perfect form of promotion, marketing and attracting new clients.

Wordcount: 592 Time to read: 4 minutes

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You Don’t Know Your Customer

You Don’t Know Your Customer

When you being to believe you understand your customers needs is when you begin to lose sight of who your customer is. The demands on your customers that create change in their world can be completely hidden from yours. Ensuring you fully understand what drives your customers, over time, helps ensure you know who they really are.

Wordcount: 599 Time to read: 3 minutes

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The Holy Grail of Business

The Holy Grail of Business

Do you want the successful organization you’ve built to survive when you and your leadership team are gone? Then you’re looking for the Holy Grail of business too. Read this post to find out how to create sustainable, profitable growth with generational sustainability.

Wordcount: 524       Time to read: 3 minutes

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How Communication Can Cause Conflict

How Communication Can Cause Conflict

Wordcount: 535       Time to read: ~3 minutes
According to George Bernard Shaw, “The single biggest problem in communication is the illusion that it has taken place.”

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The Great Pause

Wordcount: 525 Time to read: 3 minutes “Our experiences always teach us something. If the experience is "bad", then...

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When Delegation Fails

When Delegation Fails

Delegation is an important activity in every organization, yet I rarely speak with anyone who’s been formally trained....

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