Operations

customer promise values mission how do your customers know this about your business Tell them.  verbally, when you say hello, when you say good bye. on your packaging, company policy, service Show them.

Spanx – offer was nice. Then the link was broken. Then customer service sent me a link for the offer, but I saw in real time on the site (while I’m on hold) that the offer got better with free shipping – on the site.  If you’re going to do something nice, please just do

Sometimes I go to bed with a huge list of work to do only to wake up in the morning with it all completed exactly the way I needed

Susan Scott author of Fierce Conversations ….  (talk about how I use this tool) Father and son discussing succession planning with vastly opposing views Employee and employer at odds about a pay raise When an employer has to discuss bad behavior with an employee   What is the most important thing you and I should be talking

This morning I was on the phone with our local phone provider trying to make a payment for almost 40 minutes.   I had made the exact same call 30 days ago and for some stupid reason their computer “system” wasn’t having any part of it   Now they are c

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Using the rate calculator.  Let’s say you have a team of brick layers and you are sending them out to a time and materials job and you want to know how much to charge. are paying Ryan $20 bucks an hour.  HOw much do you need to to charge to cover his pay, your overhead

When we try to micro manage every single thing that happens in our business because of our need to control we loose control.

Even if you are the only one in your company the only way you are going to get free owning this business is by creating your organization chart. Put two org charts here.   You work where you choose to work.   Are you the owner or the busiest employee.  Recently I had to ask myself that