Speaker Blog Posts

When you trust customers, they reciprocate with their trust. Trust is an important and powerful way to build a better relationship with your customers. If you can’t trust your customers, you can’t expect them to trust you.

“Did you win?” This is a common question asked by parents to their children. Not that it’s totally unimportant to win or irrelevant to score, but I prefer a more beautiful example of what real victory and true scoring looks like. Let me explain.

As entrepreneurs and business leaders, we get set in our ways. Our products are fulfilling needs, our processes are working, and we are making money. Finding success in what works is not a bad thing whatsoever; you need to make money, after all!

It’s time to pick a new theme for 2022. Sometimes they present themselves easily, and other years I have to think for a while about what I want my theme to be. Before I tell you what I landed on, let me tell you how I got there.

We love a gentle rain; too much, and we have a flood. We love the warm sun; too hot and we get a drought. Customer experience has its share of excesses. Excellent service means remaining ever vigilant for those excesses that can frustrate our customers.

We know that we are the sum of the 5 or 6 people around us. What do we do if those people are not what we want? Specifically, how do we surround ourselves with ambitious, motivated, and community-minded people?

Four months ago, I couldn’t walk. Hip pain and a subsequent medical procedure left me on crutches. Keynotes were a challenge. Clients had to help me on and off the stage. Strangers helped me navigate airports and hotels. I was determined to walk normally.

Progress only occurs when we challenge assumptions and question the world around us. Here are 27 questions that’ll really get you thinking, questioning, and wondering…