Are You Sending Signals That You Trust Your Customers?


Stop SignFour-way stops are exercises in decorum without supervision! Every driver knows the rules about who goes next and who has the right of way should turns be involved. There is no traffic light or police officer to ride herd over the proper behavior. And, at four way stops drivers are more careful and courteous than they might be with yellow traffic lights.

Customers love to be trusted. The newspaper machine trusts you will take only one paper when you could take the entire stack to share with your friends. The open air market assumes no one will shoplift an apple. Are there ill-mannered thieves who greedily hoist their way onto the system? Of course. But, the typical customer who is trusted responds by refusing to game the system.

Trust begins with the attitude you, your employees and your processes display toward customers throughout their journey across your organization. Signage, for instance, communicates a lot about your attitude toward customers.[…] Continue...

What Attitude Are Your Employees Choosing?



You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life. While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.

Customers today have changed. They are Picky–more cautious in the choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle—quicker to leave if unhappy. Forty four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! Customers are Vain – they expect personalized service[…] Continue...

Communicating What Matters Most!


Picture frame

In the last few months we have visited the CEO’s of two different companies. Both had executive offices that were interior decorated to communicate importance and prestige. Both offices were supported by an administrative assistant that could have written the book on great hosting. Both offices were on high floors and had superb panoramic views. Yet, there was one feature that made the two offices very different–what the CEO chose to display on the office wall.

One had framed stock certificates of each of the smaller companies the organization had acquired. There displayed much like a big game hunter might display the stuffed heads of animals killed. The other had photos of customers…some with the CEO in the photo; some just customers. The interesting part to us was the fact that CEO with the acquisition wall made no comment about what was displayed. The CEO with customer faces was eager to tell us about many of the relationships.[…] Continue...

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