How we think about our business and ourselves has a lot to do with how far we go. I was reminded of this recently while speaking at the Annual Conference of a large automotive repair franchise.   To make a decent living in that industry, a ‘garage’ needs to do at least a half million […]

A few weeks ago I sat at breakfast with a 50ish senior manager of a large international company who asked me why I, a 65ish guy, speak at 80 Conferences a year, with all the work and travel that’s involved …and the answer was easy. “I’m doing the most important work of my life, I’m […]

Some of your target customers are doing business with your competitors.  Do you know why?  Stop pretending that your competitors don’t exist or don’t matter and find out why they’re getting the business, or making the profit, that you’re not.  Find out what they do well and learn from that.  Find out what they do […]

Websites play a larger and larger role in growing our business. But how do you make that important personal connection with folks through a computer screen? There are two things you can do. First, your website needs to “talk” with customers in a human, personal and interesting way. Be real. A wonderful example of real […]

The Hunter Valley is one of Australia’s finest wine regions. Folks travel from far and wide to sample their high quality vintages.  Right in the middle of one of the Hunter Valley’s most beautiful vineyards is Peppers Boutique Hotel.  But wait, here’s what their website says about their special ‘Complete Indulgence Package’… This special package […]

First, most businesses should have a Customer Database, so that they can deliver important and helpful information on a regular basis. Next, most businesses should have a Media Database so that they can communicate the same important and valuable information to media folks in their target market area who write or broadcast on the subject […]

I’m cranky about certain things. It could be my age…or it might be that, like you, some things just tick me off.   This time I’m ‘cranky’ about yet another big company telling big lies. Fiat Chrysler, North America has reported sales increases for each of the past 75 months.  The problem is that many of […]

While getting my hair cut recently, I was verbally bombarded by the stylist as she went on and on about what a toxic place this was to work and how the boss just won’t listen. I hear the same stuff on a regular basis from just about every Air Canada employee that I encounter. So, […]

A “Brand” is a promise to deliver a consistent set of values, standards and experiences that your target customers want in their lives. The key here is “consistency”. Without that, your Brand means nothing. The hotel business is one of the world’s best examples of inconsistent brand delivery. Here are a few examples… The Westin […]

Not long ago, we received a brochure in the mail from a famous local chicken restaurant announcing ‘Now, free delivery until midnight’. We love their chicken, so I filed this away in the back of my mind. Driving home at about 10 PM one evening, and feeling hungry for chicken, I said to myself, “I’ll […]