Independent and chain bookstores are working hard to survive. It is a tough time to be a bookseller. I want bookstores to succeed in a new world where so many books are sold online. In a perfect world, I prefer bricks and mortar and digital. I’ve been a long time fan of Barnes & Noble.…
I had lunch at a New Orleans style restaurant near my hotel. The outside was neat but nothing special. There was no bar. The seating space was small. Yet the restaurant was full with a steady stream of customers. Why? Because the food was very, very good. Yes, the service was very good as well but not notable. And…
I’ve written, spoken and advised about great customer service for years. Not too long ago I had an epiphany: I was emphasizing the wrong thing. Don’t misunderstand. Customer service is important. But it is a tool, not the structure you are trying to build. It is a means to a more important end. What really…
Relationship is powerful. It differentiates a product or service, creates loyalty, and sets you apart from competitors not willing to invest in building relationships. Companies encourage employees to build better relationships with customers. I teach the basics of relationship building in business and have written about how to do it in my books, most notably…
Jay Baer is a very smart friend, very savvy social media expert and now the author of a ground breaking book, “Hug Your Haters.” Check the book out here. Companies that address onstage complaints – those that are made in social media or a public forum – or even acknowledge positive or neutral feedback, have a…
Joseph Michelli is a long time friend and speaker/author I greatly admire. He has studied, written about and spoken for some of the world’s best brands. His new book, Driven to Delight, is a primer on how Mercedes Benz cares for customers. I asked him to contribute the following guest blog. By show of hands,…
1. Develop a growth plan with each person on your team. 2. Know thyself: What time of day do you do your best work? Make a list of the most important relationships in your life. Compare your activity level to your accomplishment. Identify your strengths, weaknesses, opportunities and threats. What is your personal learning agenda?…
The questions to ask for developing a character My friend Tom Marcoux is an author who writes in a variety of genres. Recently he shared this advice with me about writing fiction: “If you do try you hand at fiction, here’s a method I devised and have taught to college students/graduate students for 14 years. To…
“Everything I have—my life, my potential, my time—was given to me. I’ve decided to spend the rest of my life returning.” – Charlie Jones, philanthropist Have you heard of the six principles of leadership? Well, one of them is the Power of Giving. Giving is just one of the many things that great leaders do…
Everything we accomplish happens not just because of our efforts but through the efforts of others. The biggest difference between people who manage others versus people who lead others is how they develop those under them. As all leaders know, untitled or not, leadership is power with people, not power over people. Do you build…