Excellence

Is “Good Enough” Holding Your Company Back

Have you ever been stuck trying to figure out what’s holding your business back? As you look around, you can’t find anything bad. You have a good team of people. You have a good product and/or service. You have good customer service. You have good marketing in place....

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How to Create a Culture of Excellence

While very few business owners would ever say, “I don’t want a culture of excellence,” the reality is that very few businesses actually do create a culture of excellence. If you don’t believe me, just think through how many customer service...

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What Standard Are You Setting for Your People?

As you know, people do what people see. We can argue about whether that’s fair or not, but fairness is irrelevant to this conversation. Your people (whether you call them your staff, direct reports or employees) are, for good or for bad, a reflection of you. So,...

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My Favorite Steve Jobs Quotes on Life and Work

Like most I’m saddened by the loss of Steve Jobs. I’ve been an Apple fan since 1982 when a professor from Michigan State, Norm Bell, gave me the opportunity to play on the Lisa (the precursor to the Mac). As I thought about how to best honor Steve and his...

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What’s Your Service Recovery Procedure?

If someone on your staff makes a mistake or you promise to deliver something on a certain date, and that doesn’t happen—what’s your service recovery procedure? Even if it isn’t your fault, what can you do to recover from that? If you don’t have a recovery process in...

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