Article: Now That’s Service!
The other night, I gathered with a group of colleagues at Land Thai restaurant on 2nd Ave and 81 St in Manhattan. It was the first time any of us had been there. As it turns out, it’s really my kind of place. Now, I love Thai food, but beyond that, everything about the place spoke to intentionality: the calming environment/décor, the unobtrusive yet deliberate service, and the food (I’m told it was exceptional; I didn’t eat – long story). Yet, the thing that caught my attention more than anything else didn’t happen until I was walking out the door. It was then that I...
Article: Mission or Ambition?
Does your organization’s purpose light people up? In the course of a presentation recently, I examined the mission statements of several companies. The presentation itself was, generally, about doing business from a relational standpoint instead of from a transactional standpoint. More specifically, it was about “missionalizing” one’s business/organization. The idea is this: organizations that establish a high-level purpose and integrate that purpose into every aspect of operations have the opportunity to connect with people – inside and outside...
Article: I’m In
The fast lane to starting something new often feels much more like the slow lane. What would you do if you recently moved into a new area only to find, to your surprise and disappointment, no youth hockey league for your children? Here’s what you probably wouldn’t do: start a youth hockey league. Not yet anyway…doing so would be exhausting, frustrating, and expensive. Hockey – particularly ice hockey – is a sport that requires a lot of commitment, both in terms of money and time. The equipment can be expensive, and so is the ice...
Article: Don’t Try Too Hard
“Meet people where they’re at.” “Don’t work too hard to persuade people.” These are words that have come up over and over for me lately. I really hate the hard sell. Maybe that’s why these words have resonated so loudly. I’m part of a generation that wants to be invited toward participation, no coerced. And our coercion radar is strong. The way I see it, if you have to try hard to convince me, then one of three things is true: whatever you’re selling isn’t really good enough to stand on its own merits, you’re doing a poor job communicating the...
Article: Breakdown
Hugo had no choice but to call the local large-chain auto parts retailer. Enough unsatisfying experiences made them his last resort for anything auto related. This time, though, his clutch cable was broken – near his home, thankfully – and it was too late to travel by bus to another supplier. So, he called the store, placed the order for a clutch cable…pick up tomorrow at 11am. Great! Easy. The guy on the phone was helpful, efficient, friendly…unlike what he had experienced before. Seeds of changing his mind about the company were...
Article: Where Everybody Knows Your Name
The Fuji Apple Chicken Salad (FACS) at Panera Bread is great. I love the combination of flavors…mixed greens, chicken, tomatoes, pecans, gorgonzola, red onions, white balsamic apple vinaigrette, and apple chips. Often when I’m eating it – especially when I get...