Customer Service

A Great Business Lesson From the Grammys

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award winning performance

Back in my Seattle TV days, I used to hang out occasionally with a guy named Dave Grohl, who was the drummer for a little trio called Nirvana. Last night, he and his current band, Foo Fighters, picked up five Grammy awards. While accepting the award for Best Rock Album, Dave said something that really struck a chord (pun intended, thank ...

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Don’t Be Like Netflix!

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award-winning performanceSo I got a Roku for Christmas. Now, I know that “a Roku” sounds like one of those yappy little dogs that Paris Hilton would carry around in a purse, but it’s not. It’s actually a very cool little device that sits near your TV and lets you stream movies and TV shows from sources like Hulu and Netflix. And the Roku ...

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A Success Lesson from Paul McCartney

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Paul McCartneyI’ve had the good fortune to meet Paul McCartney a few times. And I say “good fortune” not just because it’s cool meeting famous people; I say “good fortune” because of the lesson I learned—and re-learned—from this guy (who, as a refresher to our younger readers, was one of the Beatles).

Think about this: Paul McCartney is arguably the most famous person of the last 50 years. Sure, in ...

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A Teacher’s Million Dollar Lesson

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At a recent convention where I was speaking, I ran into my good friend and science wizard Steve Spangler. As always, I was astounded by just how successful this guy is. He runs a multi-million dollar company, he’s an Emmy winner, and he’s appeared numerous times on The Ellen DeGeneres Show. And if you ask him what he does for a living, he’ll tell you the truth. He’s a science teacher.

So how does a science ...

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Are You Ignoring Your Fan Club?

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Are you ignoring your Fan Club?

It’s one of the biggest mistakes people make in business, and it’s easy to see how it happens. We all like something new, don’t we? It’s like the kid at Christmas (or whatever gift-giving holiday you celebrate)—he’s giddy with happiness when he first opens his presents, and bored to death with them an hour later.

Some of us treat our customers the same way. Maybe it’s the thrill of the hunt, or of the conquest, but ...

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Don’t Ignore the “Small” Opportunities

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How many opportunities (including BIG ones) are you leaving on the table because you’re ignoring the small game?

I was just reading an interview with Paul McCartney’s bass player, Brian Ray (and what kind of pressure must that be—playing bass for one of the greatest rock bassists of all time?!). The interviewer asked the obvious question: “So, how did you get the McCartney gig?” I think Brian’s answer is a great business lesson for all of us. Here’s what he said:

“In ...

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The Crucial Thing Your Customers Can’t Tell You

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So I was reading an online article yesterday about the iPad (because, as we all know, there haven’t been enough articles about the iPad). The article itself wasn’t earth-shattering—something about how the iPad is outselling Mac computers—but I thought one of the comments was hugely insightful. The thread was about why Apple products, particularly the iPod, the iPhone, and the iPad, are so immensely popular. The comment that caught my eye (or, in AppleSpeak, my “i”) was this:

Everybody else is ...

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Does Your Business Have a “Hook”?

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You’ve got a nice little business with all the things that a nice little business requires: a great product or service, a company web site, maybe even an expensive sales and marketing campaign. The only problem is, you’re not getting the customers. You’ve built it, but they’re not coming. What’s the problem?

You have no hook.

One of the primary reasons for the Beatles’ enduring success is that, above almost anything else, those boys could write a hook! Some little musical idea ...

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Are Your Customers Finding You Dispensable?

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I just got off the phone with a colleague who was complaining (whining, really) about the fact that nobody seemed to have any money to hire him. It’s the economy, of course. A few years ago, people had money, and he was being hired. Now, it’s dried up. Damn this economy!

To a certain extent, he’s right—things were easier a few years ago. But he was wrong when he said that nobody has any money. Because here’s the truth:

There’s always money ...

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The Unseen Details Make the Difference

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How committed are you to the quality of your work?

If you go to the British Museum (and you really should, you know), you will see the Elgin Marbles. These are a collection of ancient Greek marble sculptures that used to grace the Parthenon. (And by the way, contrary to popular belief, the “g” in “Elgin” is pronounced like the “g” in “goat,” not “gin.” Mmmm, gin.) These are magnificent statues, but what’s really amazing is what you see when you ...

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