Effective, Measurable, Meaningful Change…

We specialize in marketing, sales, profitability, growth, hiring, training, planning, policies and procedures for your business. Through consulting, we help you manage your challenges and identify your opportunities – and take full advantage of them. We work closely with you to improve your business skills and through our experience help you create significant positive change in your company.

And when business coaching is done right, it should never cost you a dime. So don’t worry about the cost, but consider instead what it’s costing you not to have the help of a business expert who consistently delivers effective, measurable results.

Our Strategy, Your Results.

Our singular mission is to help our clients find paths to success in their own way, and have them enjoy the process so that the skills and strategies become woven into the fabric of the business.

Too often, business owners start out in the direction of their goals – but soon find themselves drifting off course, falling short and just not doing what they know they should be.

To avoid that, we have a developed, refined and documented process that ensures effective outcomes with measurable results for every client, every time.

Complimentary Initial Consultation

Because we’re so sure we can help you, we offer a free initial consultation with a high level business coach where you’ll go deep into the issues your business is facing. And with absolutely no strings attached, you’ll leave that first session with clear ideas about how you can solve them.

“Business coaches” come a dime-a-dozen these days, though most have never grown a company other than their coaching business. So unlike many of our so-called competitors, our business coaching is based on decades of success in dozens of businesses of our own, plus the significant and continuing experience that comes from helping our clients achieve their own successful outcomes.


The Customer Is Always Right, Right? Wrong…

So, let’s get this straight. You’ve told your employees that no matter what the customer does, no matter how rude, unreasonable and petty they might be, that they are to treat that customer as through they’re the best one you have? You’ve sent a clear signal to your staff that under no circumstances is your loyalty and concern with them – your faithful and diligent employees – but that you only care about the customer and that your desire is that employees take all the abuse and mistreatment a customer can dish out, and do it with a smile on their face? And you think THAT is the formula for great customer service?  Think again. Let’s use as an example an anecdote I once heard about a Southwest Airlines passenger who consistently shared her displeasure with the fact that they didn’t have assigned seats, nor a first class cabin, that she hated their boarding procedure, the flight attendant’s uniforms and the casual atmosphere aboard the plane. After a series of complaint letters from the same passenger, Southwest’s customer relations department “kicked it upstairs” and the file made it all the way to the CEO’s desk. When they received the file back a few days later, they were surprised to find a copy of a hand-written note from CEO Herb Kelleher to the customer: The note simply said “Dear Mrs. Smith, We will miss you.  Herb.” Now, is that a true story? Who knows? But who cares? The fact of the matter is that it sounds like something an intelligent CEO of a major corporation should and would have the presence of mind to do in such a circumstance. The phrase “The Customer Is Always Right” was originated by Selfridge’s Department Store in London in the early 1900’s. To this day it is used by companies to try and convince customers that they will receive great service, and to promote a high level of customer service from employees. But an increasing number of businesses are moving away from that mantra, because they’ve learned that in fact what it does is decrease the level of customer service, and customer satisfaction. It causes problems on the “front line” by lowering employee morale when they are forced to deal pleasantly with customers who are determined to intentionally cause problems. It also serves to give those intentional troublemakers an unfair advantage over your staff, and

What Is The Plan If You Do Not Show Up For Work Tomorrow?

Think about the last time you were unexpectedly out of the office for the day. No matter the reason, you weren’t there and one of two things happened: Either your mobile phone rang all day long with issues at the office, or it didn’t ring at all, leaving you to wonder what the heck (if anything) was going on. In either case it was a huge headache for you, in addition to whatever it was that kept you out that day in the first place. Now, what if that day became days, or weeks? What would happen to your business if fate reared its ugly head and you were out for a month, or longer? For a day, your staff could probably “wing it” and get by. But any longer and there are sure to be meetings to reschedule, projects to postpone, employee issues to handle, payroll and bookkeeping issues to be dealt with and so on.  Most or all of that simply won’t get done without a business contingency plan.  So take a moment and consider…what is the plan if you do not show up for work tomorrow?  Who is going to do everything that you do if you’re not there? Don’t feel too bad if you don’t have the answer, because the fact is that most companies don’t either. It’s not by design, but most companies will be forced to “wing it” if the owner or key executive is suddenly sidelined. So if you’re in that situation you shouldn’t feel bad because you’re not the only one, but now that you’ve read this and are aware that you’re at risk — you should certainly feel bad if you fail to do anything to prevent it. So, what to do? Create a business contingency plan. Just like everything else you accomplish in your business, this issue needs a solid plan in place to manage you through it. Develop a strategy that covers everything you do for the business, whether that means having someone else do it temporarily or a system that allows you to delay certain responsibilities until your return. The simplest way to come up with your list is to keep a journal of everything you do each day, for a least a week — perhaps longer depending on your particular business. Then, go through your list and figure out who can do what in your absence, what

Three Things Customers Are Not Telling You…

Customers lie. They do it all the time. They don’t do it to hurt your feelings, rather they do it to protect your feelings and avoid confrontation with you. Have you ever thought all was well with a client, and even asked them how things were going and had them tell you “great”…and then, without any reason or warning, they were gone? That customer didn’t tell you there was a problem, but there were warning signs that you missed. There always are, and identifying the things customers are not telling you is critical to your success with them. Here are three examples of what your customers really want, but will never tell you: They want to know that you UNDERSTAND their business. When you pitch a new client, is your first statement “I’d like to know more about your business”? If not, you’ve just significantly reduced your chances of getting that sale. Most salespeople start by immediately talking about their product or service and how well it performs, not understanding that they just offended the client because they didn’t make the effort to learn about them first. Customers want to know that you understand their business before they’ll listen to how your product or service is good for them. But they won’t tell you that, they just won’t hire you or buy from you. When you go in and start with you, it’s just another sales pitch and it doesn’t matter what you’re selling. Instead, start by demonstrating that you’re interested in knowing more about their business and their needs, and then relate how your product or service serves that need. They won’t tell you, but what they want is for you to focus on them, instead of you. Do that, and everything you say afterward becomes more important. They want to know that you VALUE their business. Always say “thank you”, and make sure your staff does as well. More customers will tell people that they’re happy with your company because of the kindness and gratitude you show them than they ever will about their satisfaction with your product or service. Always treating them with an outward showing of how much you appreciate their business will solidify their loyalty and make it far less likely that a competitor will steal them away, even at a cheaper price. Take the time to send notes or make “thank you” calls, and make

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