Your Image and Value Influence Customer Satisfaction
I recently had lunch at a local (and internationally recognized) golf club overlooking Georgian Bay. It quickly became apparent that the establishment put a tremendous effort into it’s image and presentation, while significantly under delivering on the value provided to it’s customers. Although the atmosphere and food presentation was excellent, the time it took to […]READ MORE
Continuous Improvement: Where Are You?
Continuous improvement is more than a tool, it is a culture that delivers consistently superior operational performance leading to an improved financial position. The double axis chart below provides an easy mechanism to assess your organizations position relative to top performing organizations who employ continuous improvement. The following three steps must be undertaken in order […]READ MORE
Sorry We’re Open?
During a recent visit to a Jack Astor’s I noticed their customer greeting over the door “Sorry we’re OPEN.” Amusing, but for many businesses unfortunately a very true statement in the eye’s of their customers. I have found that pleasurable customer experiences with conglomerates such as Bell, Rogers or Canada Post are rare. Interestingly these […]READ MORE
Five Steps to Negotiation Success
I am often called upon by clients to assist in negotiations which are critical to business success, but have failed to deliver the intended results. Typically a point has been reached at which the “buyer” feels they are not able to obtain the product or service at a cost which they deem to be reasonable. […]READ MORE
Mediocrity or Reality?
During the past week I have seen some of the most glaring examples of lack of engagement, capability, and desire than I have seen in sometime. In each situation, the issues were the direct result of an individual, or series of individuals, not having the willingness or desire to actively pursue answers to what are […]READ MORE
Negotiations: What Do I Really Mean?
When I was younger, I drove three hours to look at a motorcycle. After seeing the ad for the motorcycle and speaking with John, the owner, I headed out with cash and a ramp, and the full intention of making the buy. During my initial telephone conversation with the owner, he told me he would […]READ MORE