I was going to write about how being nice today is tangible, however, once I saw this picture I felt there is no reason to write. In this case the picture does all the talking.

 

When was the last time someone was really nice to you?

Have a fun…

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We experience scripting everyday of our lives, especially when we make a customer service call. I don't know about you, but I feel like just another call log when I speak to a customer service rep. The

reason I feel that way is not because of scripting, the cause of my

feelings are derived from the organizational policy that prohibits the

customer service rep to speak beyond…

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The purpose of process is to create a means for clarity around a particular action or set of actions. Process also allows people to better understand how they can improve a particular outcome by measuring various data points collected during the activity. However, If you have no desire to communicate what you do to others or to understand what you are doing at a level where…

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Everyday I'm amazed of by the statements made by others and how they allow themselves to live in a world of limited possibility. So often we get stuck in the rut of status quo: 1) It's always been done that way, 2) That's just the way it is, 3) There is no way to do that, and the list goes on. When I hear comments like that I wonder why people…

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It is expected that you discuss the things that anger you, things you don't like, people you don't like, and anything you are against. It is much easier to fit in, under those circumstances. Why not do the

unexpected and stand up for the things you are FOR? A good example of

this is when the Vietnam war was under way, Mother Teresa was asked to

march against the war and she declined. Why? She said, if you plan…

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Effort is the new currency! How committed are you to understanding your customers language, where they are talking on/off line, and what makes them want to tell your your story to others?

What is your commitment strategy?

Come discuss on twitter #dotheunexpected

Make it a great day!

I went to Sears today to drop a vacuum off for repair and pick one up from repair. Yep, the vacuum gods have not been good to me:) I walked in and saw the "service stat" on the wall. It said, customers served within 5 minutes "97.6%." Hmm, I thought to myself. I walked over the kiosk and entered my name and the type of service I was seeking and there was one person in front of me and…

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In my prior post about doing the unexpected, I talked about a recent school issue with one my kids, and I posed the question: Would it work in the work place? It was a rhetorical

question, I absolutely believe that work is the perfect environment for

doing the unexpected.

Lets take a look at this from a customer perspective. You live in Arizona and your on the way to your local body shop to…

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People selling think they are in control. I would argue the opposite is true, the buyers are in control. They are the ones that are asking the questions and if your the one asking the

questions you are in control of the conversation. The internet has

changed the game, and the customer now has the advantage. Why do they

have the advantage? They are ones driving the conversation. I was

recently at a car dealership…

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I recently received an email from my son’s 4th grade teacher expressing her concern over my son’s behavior that day at school. My first reaction was pretty typical, I was disappointed in his choices

and how he represented the family. I wanted to fire back an email to

his teacher and leave her with an impression that we would take care of

it and it would never happen again. Fortunately, it was pretty late

when I read the email…

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I recently read this blog post http://b2l.me/a6hh23 about accountability and it really resonated with me. I use to argue this point all the time with my key staff, and it was a challenge for

me to express my view point around “not needing” accountability. I use

to say to them that accountability was B.S. and all we have to do is

provide the right environment that will facilitate our…

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I was reading through my various blogs this morning and Seth Godin had a very simple post http://bit.ly/afYMiX that basically sums up the collision repair industry. I see the industry as a whole chasing old problems year after year and it amazes

me that…

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By understanding the things that bog you down, it provides clarity on the barriers that are inhibiting progress. Some might view their constraints as a pain in the butt, but others view them as a blessing,

a blessing that creates focus. If you know the problem, then the

solution is typically a few dollars and some time away from resolution.

Don’t settle or dump your constraint on: That’s the…

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Everyday I ask myself: Have I created the right structure that will influence my behavior to achieve my desired goals and ultimately fulfill my vision? I think you have to constantly challenge yourself, your business, your team in that way in order to keep progress in motion. Progress is a huge motivator, and once it becomes stagnant, so does the motivation within people. It is much easier to keep the ball moving then it is to get the ball… Continue

According to POGO it is US...There is a lot of truth to this. People in general typically find an excuse for everything: I don't feel good, I don't enough money, There just isn't enough time in the day, I don't

have a college degree.....the list goes on. It is easy to find a reason

or justify not doing something, why not do the opposite? Find a reason

or justification to do something, create an…

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I took a road trip and decided to plug in the audio book " The 5th Discipline" by Peter Senge, and he spends a fair amount of time talking about "dialogue" and "discussion." He states that in order to have true dialogue you have to have 3 elements present: 1) Suspend your assumption, 2) Agree that the participants are colleagues, and 3) Have a moderator present to keep the spirit of 1&2 in check. Discussion on the other hand is more like ping pong, it is point counter point with assumptions… Continue