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Manifesto

Vanished- Where Has Service Gone?

Tuesday
Sep162014

What Are You in Business For?

In other words…what’s your purpose? Why are you doing what you’re doing? And no the answer shouldn't be “for money”. If it is…you plan to sell-out at some point. So surely your exit plan has already been developed. Would you share that with your employees? Your customers? More often the money part is about sustainability…how can someone keep their dream alive, live comfortable and pay their bills along the way. Just don’t confuse purpose with sustainability. Many people do…and the result is a disappointingly (for both you and your customers) short-lived effort.

1. Now list any clear actions which illustrate your purpose. Not slogans, promises or mission statements. The things you do to and with your customers. Your customers are raving about the highlights. So you can start by listing those. What would be missed if it were changed or eliminated?

2. Now list any actions which may be perceived as self-serving and might even be getting in the way of doing more of #1. What are your customers (internal as well as external) annoyed about? What won’t be noticed if it gets eliminated?

Now you know where to start…both shoring-up and repairs. Sometimes it’s processes or physical attributes of your product or service which need to be changed. More often it’s people and the culture which need adjustment. 

Need a plan? Now you have one.

Monday
May122014

Sometimes it's Better to be Lucky than Good

Lucky to be healthy.
Lucky to train with some very inspirational people.
Lucky to be able to participate.
Even more lucky to do it with people you love.
And lucky that someone faster didn't show up!

I'll take lucky over good any day...especially this one. 

Wednesday
Feb052014

Does a Leader Care?

If you think about Seth's recent post about loving customers in the context of leadership, a leader has two customers. There' s the external customer who ends up paying for the experience. And then there's the internal customer, the staff...all the people under the leader's care.

I've seen many managers totally miss the point of "who serves who" inside the organization. They have this idea that employees are there to serve them, to do what they say and follow their "lead". Great leaders recognize the opposite is true. They know they are there to serve everyone else, to inspire, to remove obstacles, to comfort, to teach...to create leaders.

Best plan for a leader is to always treat employees like customers. Failure leads to distrust, disgruntlement and finding someone else to buy from. 

Friday
Nov292013

The Art of Gift Giving

 

The power of a gift has nothing to do with price. What matters is the effort it took to create it, the inconvenience to the giver and the unexpected result.

A small surprise far outweighs grandstanding with your wallet.

Happy shopping season.

 

Thursday
Nov282013

Doing Things that Matter

I'm #thankful for all the people that choose to do things that matter. And for those that inspire me to come along for the ride.

Happy Thanksgiving