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September 29, 2010

The importance of customer loyalty

Sales is an extremely competitive industry with customer loyalty being the end goal. That’s why it so important to treat each interaction with a current or potential customer as an investment in that relationship. Did you know that 87% of customer said they would stop doing business with a company after a negative experience? And of those  84% said they would share their negative experience with others. On the other hand, 58% said they would recommend you to others after a positive […]

September 27, 2010

Doing Things Right or Doing the Right Things?

My son and I recently met Jerry Sanders, the founder of AMD – a computer chip manufacturer and one of the giants in the history of Silicon Valley. Jerry was telling us that people often confuse “doing things right” with “doing the right things.”  He said it was vital to “do the right things ” as doing the wrong things right ends in failure and burnout. Peter Drucker makes the same point in The Effective Executive.  So how do you […]

August 12, 2010

Learning Is More Important Than Results

I had a conversation with an employee the other day concerning self-development.  He believed it was vital at this stage in his career to get to the next level and asked me for my advice.  My suggestion was for him to have an intense student mentality right now and to ask for and follow suggestions from his mentors, whether he agrees with the advice or not, as long as he feels the advice is ethical. Why follow advice that you […]

June 21, 2010

Having Faith in Yourself

No matter much you struggle, you cannot lose faith in yourself. The great ones don’t. Lakers commentator Mychal Thompson during Kobe Bryant’s struggles in Game 7 of the NBA Championship. The Lakers fought and clawed in Game 7 to become the 2010 NBA Champions. It was a big win for all the Lakers, but no one wanted it more than Kobe Bryant. Kobe wants to win for his teammates and for his legacy to become one of basketball all-time greats. […]

June 7, 2010

Coach Wooden

Coach Wooden was voted by sports writers as the greatest coach of any sport in the 20th century. His UCLA teams won 10 national championships, by far the most ever. But it was not these successes alone that made his such an amazing man. It was his values- what he stood for: The Importance of Marriage and Family, Integrity and Character, Sacrifice and Teamwork. Preparation, Preparation and Preparation. Focus on the Effort, not the Results.

May 28, 2010

What we can learn from Artest – Goat to Hero

Last night, in Game 5 of the Lakers vs. Suns, Ron Artest made a heroic shot with no time on the clock to win the game.  I was fortunate to be at the game and see this exciting play in person. Before that shot, Artest was the goat.  He had a horrible game.  With about 57 seconds left on the clock he made a bad decision in taking a shot and was booed by the crowd.  Phil Jackson, the Lakers […]

April 26, 2010

Making Mistakes

Making mistakes is all part of doing business.  Just ask Louis B. Mayer and Frank Capra. Mayer, who built one of the greatest Hollywood studios ever – Metro-Goldwyn Mayer (MGM) – turned down Walt Disney when the young, struggling Walt came to him with an idea of making a movie about a mouse.  Mayer said women were afraid of mice, and that no one would ever pay money to see a film about them. Frank Capra, the legendary movie director […]