The Ultimate “Secret” to Client Astonishment, Profitability & Growth

Over the last 17 years I’ve never met a CEO, Vice President or Senior Director who did not care about people. When I see their presentations they always say that Growth, Profit, Clients and their People (almost always in that order) are the most important priorities for the company. But then when they go back […]

Businesses Fail Because They Don’t Serve

Businesses fail because they don’t serve. They blog, market, advertise, publicize, launch, and a bunch of other fancy-sounding distractions. Yes, distractions.  And it never ever works to put hurdles between yourself and your customer. They optimise processes, they re-organize the business, they introduce Lean or Six Sigma, they train their people into the newest management […]

Why Smart People to Stupid Things

A recent study I read stated that most companies lose, in profit, about 25 to 30 percent of their annual sales due to what is called “the cost of poor quality” or COPQ.  COPQ comes directly from smart, caring, dedicated people doing stupid things. Last week I shared these numbers with a CEO and explained how individuals […]

Client Astonishment

A couple of weeks ago I was in Vancouver where I stayed at the Four Seasons hotel. On Thursday I woke up at 4:00 and I couldn’t sleep anymore. I was wide awake, so I decided to do some writing. I took my laptop but I couldn’t log in to the hotel’s WiFi. After 10 […]