In this series, we are looking at what we can learn from entrepreneurs about restarting our businesses post-lockdown. Many startups have adopted Design Thinking. The shortest definition of design thinking is to focus on the needs of the people you serve. Jesus reminded us in Matthew 22:39 to “love your neighbor as yourself.” Some startups use a process called Customer Discovery. This requires ...
Four years ago, we bought a living room set including a sofa and loveseat. We were told that the sofa had a lifetime warranty which sounded comforting at the time. Although sofas typically last seven to fifteen years, ours lasted four. Remembering that we had a lifetime warranty, Kathy and I began making calls. We discovered that the lifetime warranty ...
In our age of instant social media reactions, large bureaucratic organizations are struggling to respond quickly enough. Look at Boeing’s troubles with their 737 MAX planes. Boeing had been a respected organization, but their response to two major crashes and hundreds of deaths was not swift enough for the intense social media backlash they received. Boeing’s brand has been dramatically ...
Desperation can surface when sales quotas are not being met, or, when December 31stis drawing near and fundraising goals are falling short. When your livelihood or commissions are at risk, desperation can become obvious to the customer. Unfortunately, most customers can sense desperation, and they usually respond poorly. This can cause your results to be even worse. For those of ...
Customer expectations are ever changing in today’s culture. Constant access to instant and new information, ideas and methods creates a challenge for businesses who gallantly strive to meet customer needs. The adage, “if it ain’t broke don’t fix it” does not apply to business. Business leaders must understand what “broken” means to the customer. Broken goes beyond mechanics and extends ...
Self-imposed deadlines can sometimes undermine my relationships. When fiscal year-end draws near, I can get too focused on achieving the goals that I have set. Instead of focusing on what I want for our donors or customers, I can get too focused on what I want from them. Likewise, in the sales world, there are goals and deadlines that can ...
Data is a word in business that has become common, but wasn’t common all that long ago. Dictionary.com defines “data” as “individual facts, statistics, or items of information.” Computers have allowed us to gather more information faster than ever before. This information can be used to make better decisions when diligently analyzed and applied. Unfortunately, many overlook the basic data ...
According to an Association of Psychological Science article, when customers are wronged, there are three critical factors in an apology. The third factor is an offer to repair the damage, or what the Bible calls restitution. Years ago, my wife, Kathy, was involved in a multi-level marketing business. She had a transaction that didn’t go well. She needed to make ...
According to an Association of Psychological Science article, there are three critical elements in an apology when customers are wronged. The second element is an explanation why the problem occurred. Kathy and I went to a new restaurant. The tables were covered in dishes and no one seated us. We considered leaving when the owner came over and apologized. He ...
According to a 2016 Association of Psychological Science article, when customers are wronged, there are three critical elements in an apology. The first element in our series is acknowledging personal responsibility. Years ago, I filled my car at a gas station. One block later my car sputtered and died! When I realized I had been sold bad gasoline, I was ...
Equipping Others to Do Work Differently
