S5 | E209-E260

MAXIMIZING THE LIFE-WORK BALANCE

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!

LOST IN THE SHUFFLE

Artist: Chris Tomlin

Track: “Good Good Father”

Released: 2016

CREATING EASIER BUYING DECISIONS

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! 

LOST IN THE SHUFFLE

Artist: Miranda Lambert

Track: “Little Red Wagon”

Released: 2015

BE IN THE PRESENT!

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.

LOST IN THE SHUFFLE

Artist: Van Morrison

Track: “And It Stoned Me”

Released: 1970

CUSTOMERS WANT COMMON SENSE VENDORS

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!

LOST IN THE SHUFFLE

Artist: Rory Gallagher 

Track: “Laundromat”

Released: 1971

EMBRACING ENTREPRENEURSHIP & ADVENTURE

A Conversation with Tiffany Luck

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! 

LOST IN THE SHUFFLE

Artist: Taylor Swift

Track: “Shake It Off”

Released: 2014

JUST "CANDO" IT!

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! 

LOST IN THE SHUFFLE

Artist: The Allman Brothers Band

Track: “Blue Sky”

Released: 1972

Live S.U.N.Y. at. Stonybrook (9/19/71)

AVOID MULTITASKING DISRESPECT

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.  

LOST IN THE SHUFFLE

Artist: Peter and Gordon

Track: “Leave My Woman Alone”

Released: 1966

AVOIDING UNNECESSARY BUSINESS GRAVES

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! 

LOST IN THE SHUFFLE

Artist: Hot Tuna

Track: “Death Don’t Have No Mercy”

Released: 1969

BOUNCEBACKABILITY  

Sometimes, we need to ask different questions to get the answers we are looking for.

Let’s be honest, in business we all face adversity. Additionally, we all need to be able to bounce back after experiencing these adversities. The common question is, how? The uncommon question is, how can we avoid some of these situations altogether? With no universal, plug-and-play formula to lean on, we all have to find our own ways to manage workplace setbacks. Today we share three insights that allow us to prevent, and rebound, from sticky situations. God bless you and your families!

LOST IN THE SHUFFLE

Artist: Derek and the Dominos

Track: “Keep on Growing”

Released: 1970

GRANTING SECOND CHANCES

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!  

LOST IN THE SHUFFLE

Artist: 38 Special

Track: “Second Chance”

Released: 1988

STURDY OR SLIPPERY?

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! 

LOST IN THE SHUFFLE

Artist: Loggins & Messina

Track: “My Music”

Released: 1973

THE CURRENCY OF CUSTOMER EXPERIENCES

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.

LOST IN THE SHUFFLE

Artist: Rolling Stones

Track: “Time Is On My Side”

Released: 1963

P234 BUSINESS MAPPING

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!

LOST IN THE SHUFFLE

Artist: Chris Tomlin

Track: “I Will Follow”

Released: 2010

FIRST IMPRESSION FITNESS

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!

LOST IN THE SHUFFLE

Artist: Donovan

Track: “Sunshine Superman”

Released: 1966

DEFEATING DISBELIEF

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!

LOST IN THE SHUFFLE

The Charlie Daniels Band

Track: “Dixie On My Mind” 

Released: 1976

CAN LESS BECOME MORE?

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! 

LOST IN THE SHUFFLE

The Beach Boys

Track: “Surfin’ Safari”

Released 1962

EXPERIENCE ECONOMY SERIES PART 6 - MEASURING

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:

1) Accept The Experience Economy.

2) Roll out the welcome mat.

3) Properly stack operational centricities.

4) Tune into WIIFM.

5) 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!

LOST IN THE SHUFFLE

Artist: U2

Track: “Beautiful Day”

Released: 2000

EXPERIENCE ECONOMY SERIES PART 5 - MULTIPLYING

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! 

LOST IN THE SHUFFLE

Artist: The Supremes

Track: “Back in My Arms Again”

Released: 1965

EXPERIENCE ECONOMY SERIES PART 4 - MAPPING

Installment number four, of our six-part series, examines customer micro-journeys.

Businesses can often create dozens of small, customer experiences during the 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! 

LOST IN THE SHUFFLE

Artist: Creedence Clearwater Revival

Track: “Travelin’ Band”

Released: 1970

EXPERIENCE ECONOMY SERIES PART 3 - MODELING

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 unparalleled respect for their time, money, and mission. The Pareto Principle becomes a close ally as we all try to tune into WIIFM! 

LOST IN THE SHUFFLE

Artist: James Taylor

Track: “You’ve Got a Friend”

Released: 1971

EXPERIENCE ECONOMY SERIES PART 2 - EMBRACING

Join us for the second installment of our six-episode series about the Experience Economy.

What is the epicenter of our corporate goals and objectives? Do we have our priorities pointing at the right target? Where does customer perception fit into the puzzle of our operational centricities? Do we embrace a company-first, or a customer-first mindset? The Experience Economy is notorious for slowly dissolving companies that consistently focus on internal initiatives, rather than the invoice-paying buyers! This five-minute show looks at how we hitch up our revenue horses to our product carts!   

LOST IN THE SHUFFLE

Artist: Allman Brothers

Track: “Trouble No More”

Released: 1969

EXPERIENCE ECONOMY SERIES PART 1 - ACKNOWLEDGING

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. 

LOST IN THE SHUFFLE

Artist: Johnny Nash

Track: “I Can See Clearly Now”

Released: 1972

THE UPTICK IN BUSINESS GHOSTING

“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!

LOST IN THE SHUFFLE

Artist: Southside Johnny & The Asbury Jukes

Track: “Talk to Me”

Released: 1978

OVERCOMING WORKPLACE SPINIPULATORS

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!

LOST IN THE SHUFFLE

Artist: Jethro Tull

Track: “Song for Jeffrey”

Released: 1968

SHARING OUR LEARNED BUSINESS LESSONS

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?

LOST IN THE SHUFFLE

Artist: Frank Sinatra

Track: “That’s Life”

Released: 1966

IS YOUR COMPANY OTP OR ITP?

“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. 

LOST IN THE SHUFFLE

Artist: Bill Chinnock

Track: “Will the Circle Be Unbroken”

Released: 1980ish

THE DANGERS OF STRING-ALONG SERVICE

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!

LOST IN THE SHUFFLE

Artist: Joe Walsh

Track: “All Night Laundry Mat Blues”

Released: 1975

UNDERSTANDING CUSTOMER MICRO-JOURNEYS

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. 

LOST IN THE SHUFFLE

Artist: Horslips

Track: “The Man Who Built America”

Released: 1978

THE SNEAKY TRUTH BEHIND NO COMPLAINTS

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!

LOST IN THE SHUFFLE

Artist: Grand Funk Railroad

Track: “Walk Like a Man”

Released: 1975

SCOUTING FOR DELIVERABLES

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.  

LOST IN THE SHUFFLE

Artist: Cream

Track: “Toad” (Live)

Released: 2005

SIMPLIFYING BUYING DECISIONS

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!

LOST IN THE SHUFFLE

Artist: Ted Nugent

Track: “Great White Buffalo”

Released: 1976

THE BEAUTY OF BIRD PORTRAITS

A Conversation with Hal Moran

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.

LOST IN THE SHUFFLE

Artist: CeCe Winans

Track: “Goodness of God”

Live Track: "Goodness of God"

Released: 2021

BUILDING TRUST THROUGH ISSUE RESOLUTION

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!

LOST IN THE SHUFFLE

Artist: Deep Purple

Track: “Place in Line”

Released: 1973

REDOING LIFE AND BUSINESS

A Conversation with Mike Bitter

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. 

L-I-T-S:

Artist: Kansas

Track: “Carry On Wayward Son”

Released: 1977

AVOIDING MAKING EMPTY PROMISES

Lazy phrases are often used to shut us up, and tell us what we want to hear.

Today we look at an 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!” 

LOST IN THE SHUFFLE

Artist: Paul McCartney and Wings

Track: “Too Many People’”

Released: 1971

CELBRATING OUR CUSTOMERS

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! 

LOST IN THE SHUFFLE

Artist: Rare Earth

Track: “I Just Want To Celebrate’”

Released: 1971

WHAT IF TRUTH COULD LEAD THE WAY?

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!

LOST IN THE SHUFFLE

Artist: Billy Joel

Track: “Honesty’”

Released: 1978

IS WIGGLE ROOM GOOD FOR BUSINESS?

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! 

LOST IN THE SHUFFLE

Artist: Lynyrd Skynyrd

Track: “Am I Losin’”

Released: 1975

THE CHRISTMAS GIFT THAT KEEPS ON GIVING

Believe. Receive. Rejoice.

LOST IN THE SHUFFLE

Artist: Steven Curtis Chapman

Track: “I Do Believe”

Released: 1999

ELIMINATING UNNECESSARY CUSTOMER CONFUSION

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 unnecessary aggravation, confusion, hunting, pecking, excessive questioning, and loss of rebuy enthusiasm. We kick things off with three ideas for examination and contemplation. Cheers!

LOST IN THE SHUFFLE

Artist: Smokey Robinson & The Miracles

Track: “Jingle Bells”

Released: 1965-1972

AVOIDING THE DANGERS OF HAPHAZARD INVOICING

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.

LOST IN THE SHUFFLE

Artist: Van Morrison

Track: “Come Running to Me”

Released: 1970

SCALING OUR CORE COMPETENCIES

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. 

LOST IN THE SHUFFLE

Artist: Derek & the Dominos

Track: “Let it Rain”

Released: 1970

HOW TO PROTECT AGAINST TELPHONE MISTAKES

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.

LOST IN THE SHUFFLE

Artist: Al Kooper & Mike Bloomfield

Track: “Green Onions”

Released: 1968

DO WE NEED A TRIP TO THE TELEPHONE GYM?

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.

LOST IN THE SHUFFLE

Artist: Joe Cocker Mad Dogs & Englishmen

Track: “Feelin’ Alright”

Released: 1970

USING THE NEW "NO" TO OUR ADVANTAGE

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.

LOST IN THE SHUFFLE

Artist: Allman Brothers

Track: “Done Somebody Wrong”

Released: 1971

DO WE DEPLOY SERVICE PROCESSORS OR SERVANTS?

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.

LOST IN THE SHUFFLE

Artist: Poco

Track: “Company’s Coming”

Released: 1976

ARE SHORTCUTS REALLY WORTH IT?

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.

LOST IN THE SHUFFLE

Artist: Spooky Tooth

Track: “Waitin’ for the Wind”

Released: 1974

CHASING WHAT CUSTOMERS ARE NOT TELLING US

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. 

LOST IN THE SHUFFLE

Artist: Five Man Electrical Band

Track: “Signs”

Released: 1971