Is Your Unit a Coyote or a Roadrunner?


The Road Runner streaks into the sunset leaving behind a vanquished coyote with a look of exasperation and exhaustion.  Road Runner 1, Wile E. Coyote…0.  “Beep-beep!”
We laugh at the inevitable outcome.  The Road Runner is the epitome of confidence—power at warp speed.  He doesn’t just escape; escape implies the threat of capture, and the Road Runner never seems seriously concerned.  He emerges…victorious, again.  The cartoon metaphor contains powerful lessons relevant for enterprises seeking marketplace victories.
We live in an era where today’s wired and dangerous customers expect personalized outcomes delivered by passionate, agile, and super responsive employees…where spirited, on-the-run learners outpace “just-follow-the-Acme-instructions” domesticated workers.  We live in a time when roadrunners rule and coyotes…crash!
Wile E. Coyote is earnest; Road Runner[…] Continue…

Goodbye to a Wonderful 2019! Hello to a Fabulous 2020!


As 2019 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be.
“Thank you!” These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers. We have all heard “thank you” directed at us, knowing full well there was little sincerity behind it.  For today’s wired and dangerous customer we know that indifference is a killer and customers exit rapidly when they sense this attitude. Delivering great service means making sure that your entire organization communicates gratitude in a fashion that makes customers feel your authenticity.
What are you doing to deliver an authentic communication of gratitude to […] Continue…

Today’s Wired & Dangerous Customers Want It Their Way and Want It When They Want It!


Early one morning Chip was in his side yard and walked up on a huge elaborate spider web complete with its designer-tenant.  As he approached the artwork, the spider began to vibrate the web sending early morning dewdrops everywhere.  The next morning the web was gone without a trace.  But, nearby was a brand new elegant web spread between two trees.
A friend was checking out of a Ritz-Carlton hotel early one morning.  Half-asleep, she noticed the ever-smiling clerk kept leaving the counter to go elsewhere with each step of the transaction.  It was then that Chip’s friend embarrassingly realized she was at the concierge counter, not at the check-out counter.  She apologized for making the clerk work extra hard.  “Don’t be silly, Ms. Cook,” said the clerk.  “You can check out wherever you like.”
Do your customers get service their way, or are they shoehorned into complying with your service procedures?  Do you[…] Continue…

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