Tag: Business Culture

Only Go Forward

Here it is, May of 2020. We are still in the middle of Pandemicville. Covid-19 has turned the world up-side-down…turned lives upside-down, and it is not over yet. So, Only Go Forward. We will get through it! There is no other choice. It cannot be wished away, a head in the sand approach accomplishes nothing, and getting angry at all the inconveniences is a waste of human energy. Think of something funny….laugh a little bit…laugh a whole lot. Only Go Forward. I was at a local grocery store. I witnessed a......

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Choose High Profitability!

Anthony Iton is an African Canadian who moved to Baltimore in pursuit of a medical degree in 1985. Soon after arriving in Baltimore, he saw the blighted neighborhoods of East Baltimore. He said, “I thought somebody had dropped bombs on the place.” It was an experience and injustice that would drive his future.  Fast forward to the early 2000s. Iton, in addition to his medical degree, had accumulated a law degree, a graduate degree in public health, and taken the position of Public Health director for Alameda County in California. Motivated......

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Why Money Won't Solve All Your Problems

“Money, money, money, money, money. Some people got to have it, yeah, some people really need it.” – The O’Jays Money is so very powerful. As a poor child growing up in Mississippi, I fantasized about money. I looked at my friends that had it and imagined that their life must be perfect. Like many without money, I believed that it would solve all of my problems. I had thoughts like, “If I were rich, then I could buy my mom a home, and she would be happy.” “My dad and......

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2020 Trends - We Need to Be Aware!

Written by Lynn Wise As 2019 comes to a close and every email, radio station, and podcast reviews the top lists of 2019, it's easy to get overwhelmed. There is even a list of the best lists for 2019.  But when we look forward to 2020, when we read the business predictions and trends, it can be just as nerve-wracking. It doesn’t take many articles to see that they contradict each other. However, there are some consistencies to notice that I feel are relevant for 2020. An important note: the trends below......

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Are You Great Yet?

Written by Rodney Koop How many of you have seen “man on the street” type interviews where someone like Jay Leno, Jimmy Kimmel, or Conan O’Bryan would go out on the street with a microphone and ask what should have been simple questions? Typically, they take them out of a fifth or sixth grade civics, history, or maybe math book. Here are some of my favorites:

  1. Who runs the executive branch of government?
  2. What is the name of the Vice President?
  3. How many members are there on the Supreme Court?
I’m sure they don’t show......

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It's the Manager Book Review

Written by Dave Rothacker “...People leave managers, not companies.” - First, Break All The Rules, Marcus Buckingham and Curt Coffman, 1999 First, Break All The Rules is based on research conducted by the Gallup Organization. Starting in the early 1970s and continuing for over twenty years, they interviewed or surveyed one-million employees and eighty-thousand managers. Gallup never took its foot off the accelerator. Today, the organization has more data and insights on the attitudes and behavior of employees, customers, students, and citizens than any other organization in the world.  Based on......

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How to Use Guarantees & Warranties to Boost Value & Reduce Fear

By Brandon Cockrell, Service Excellence Training   We all know that one person who we consider a little crazy.  IE: the thrill seeker who can’t get enough and continues to push boundaries. The person who likes motorcycles, jet skis, quads, snowmobiles, extreme sports, sky diving, and the list goes on. Some of these people, I love and admire. The best of the thrill seekers become famous “X-Game” athletes. These people are rare. When you consider your network of friends, family, and acquaintances, how many would you consider to be the daring risk takers? Risk takers are not......

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Are We Guilty of Uber Pricing in the Tune-Up Season?

By Danielle Putnam Uber is brilliant. I’ve listened to every podcast I can find by the founders and I’ve also done the same with Lyft. I watch the two companies go neck and neck, and notice many of my friends start to pick up late night driving shifts after their day jobs. You can’t deny…the business model is brilliant. They solve a transportation problem in an affordable way, keeping the overhead low (drivers only work during ‘billable hours’), and they’re international! But, what do they have, and don’t they have? They have brand loyalty......

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2019 Orlando International Roundtable

By Dave Rothacker

“People like us doing things like this.” - Seth Godin


In his latest book, "This is Marketing", author Seth Godin uses this phrase to describe coworkers, customers, prospective customers, vendors, etc., who share a purpose, cause, or belief with a company.


“People like us doing things like this” is a brilliant snapshot of a robust business culture.


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Eliminating Conflict between Technicians and Dispatchers

By Brandi Loudermilk, CSR Coach at Service Excellence Training The ongoing conflict between field staff and office staff is not new. It has been a pain point for business owners for years. It is like siblings bickering over who gets to sit in the front seat of the car for the short drive to the grocery store. This does not only does this conflict annoy leaders, managers, and owners. It can also negatively impact business. Depending on the severity of the conflict, everything from the quality of customer service to revenue may suffer from......

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