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It’s Time to Take a Closer Look at Existing Customer Accounts

If you are trying to grow your revenue, are you looking in the right places? That’s a question I ask during most of my client strategy sessions because, in my experience most organizations seek new business growth (i.e. new customers, new clients) but pay little attention to the opportunity that exists in growing revenue of… Read More…

Please Be Advised

Are you using templates and processes in an attempt to ensure your customers receive consistent messages? If so, have you confirmed whether these responses are actually serving your customers? There are few things that I find more frustrating than receiving a “canned” response during an interaction with customer service, and this week proved to be… Read More…

Why You Need Your Employees’ Trust

I was recently interviewing employees of a large division to determine their level of engagement (i.e. commitment to the company; desire to share and support improvements, etc.) and found that employees consistently mentioned a lack of trust in “management.” It would appear that the lack of trust stemmed from a previous acquisition, during which employees… Read More…

Is Your Secret Sales Force At Work?

As spring is upon us, I spent some time last weekend trying to line up a load of topsoil to be delivered for our flowerbeds. Although we live in a small community, there are three nurseries within a short drive that offer topsoil delivery. Although it’s a bit early in the season and the ground… Read More…

The 4 A’s of Change: Getting Employee Buy-In

While brainstorming ideas for change with a client in Winnipeg we were having an in-depth discussion on providing employee feedback when a great idea surfaced from the group. After a few moments of discussion, a thirty-year employee spoke up and said, “You know, we used to do that…” I hear this comment more than any… Read More…

How to Use Motivation to Engage Your Team

While at the bus stop with my boys this past week I was speaking with a neighbour. During our chat she mentioned how eager and motivated my boys seemed to be every day to get on the bus and get to school. To give you some context my boys are between the ages of five… Read More…