I’ve always been a fan of basketball. It’s the perfect sport. It doesn’t take a lot of fancy equipment or training to play. It’s fast-paced and the rules are fairly simple to understand. It requires a combination of strategy, teamwork, and individual skill. Though I’ve cheered for a number of specific teams over the years, … Continue reading What’s Your Free Throw Percentage?
I couldn’t believe what I was hearing. A teller with a leading community bank (a former employer of mine) had sent me an email, saying she wanted to speak with me for a few minutes. She was looking for referral advice. Naturally, I expected her to ask for tips on making referrals. Perhaps she wanted … Continue reading 3 Steps to Take After Receiving a Referral
He can tell where you are from just looking at your shoes. He can guess your occupation after a brief examination of your hands. He can determine your next steps based solely on clues you’ve already left behind. I’m talking, of course, about Sherlock Holmes. The world’s greatest detective has been solving mysteries since his … Continue reading Searching for Clues: Hone Your Powers of Observation
I was just about to nod off when I heard the noise. Instantly awake, I sat up in bed and strained my ears for any sound. As my mind settled, I became aware of every creek and pop. I could hear the even breathing of my dog, Spencer, at the foot of the bed. I … Continue reading Lend Me Your Ears: How Listening Yields Additional Business
My, how time flies. Where have the months gone? It seems like just yesterday we were singing Auld Lang Syne and here we are in December; just a few days away from the biggest event of the year. I’m talking, of course, about the premier of Star Wars: The Force Awakens on Friday. I was … Continue reading Creating Fanatical Fans
The following is a true story. Only the names have been changed. Some years ago, I was shopping at a major retailer – you know, the ones with 50 checkout lanes only three of which are ever open. I had quite an armload of items. As is often the case, I walked in seeking to … Continue reading Thank the Customer for Their Business
Back in 2008, 19-year old George Garratt had his name legally changed to “Captain Fantastic.” Well, technically his full name is now “Captain Fantastic Faster than Superman Spiderman Batman Wolverine the Hulk and the Flash Combined.” I’m not sure what the current longest name on record is; but, at the time, Captain Fantastic was thought … Continue reading What’s In a Name?
On a cold morning in December of 2000, my wife and I walked into an orphanage in Eastern Ukraine. We were there to meet, for the first time, our soon-to-be son and daughter, Alex and Abby. It had been a long and arduous journey getting to this point. We’d started the adoption process approximately one … Continue reading Greet the Customer With a Smile
This article is a day late. If you’re a regular reader of my weekly ramblings on sales, service, and leadership, you know that I publish every Monday morning. Many of you have come to expect my familiar voice in your email box at a specific day and time. So, some of you took notice when … Continue reading What Did You Expect? The Importance of Consistency
A couple of days ago, a friend and I were talking about our experiences at a couple of Lubbock restaurants. During the conversation, he told me about an early morning visit he had just made to a national fast-food chain. He was running late for work and the drive-through was backed up, so he parked … Continue reading The Art of the Apology