Control the Effort We Put In!

As we consider each area that we can take responsibility for controlling that we’ve worked through to this point, there’s one thing that ties back to every single one… And without being very intentional about how we control this final thing, the control we’ve assumed for...

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When NOT Exceeding Expectations Is OK...

We closed last time with a commitment to address scenarios where team members refuse to exceed expectations. Before I jump into that, I need to call your attention to something that will absolutely exceed YOUR expectations: the virtual LIVE2LEAD:Harrisonburg experience that Cindy and I will be...

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Get More Juice From Each Squeeze!

I closed the last blog post with a promise to share some practical steps each of us can build a culture that creates amazing customer experiences and directly impacts profitability. Before I go there though, I want to share what may be the last invitation I can pass along for you to join me and...

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I’ll Get Right Back With You...

Just a few days ago, I contacted a relatively new local restaurant to confirm their current business hours prior to setting up an appointment with someone coming in from out of town. I completed the form on their website, hit submit, and received a message saying that I would receive feedback at...

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Exceeding Customer Expectations

As I referenced in the last blog post, John Maxwell told me several years ago that just five percent of the people we interact with are willing to put in the effort to truly EXCEED what’s expected of them. With the regulations we’ve seen in place over the last several months due to...

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Like It or Not, That’s How It’s Gonna Be… Really?

Have you ever been told that by a company you’ve done business with? Like it or not, that’s how it's gonna be… Have you ever heard a supervisor say something like this to one of their employees? Have you ever been that employee???

I remember being told something very similar to...

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