Training You to Excel
“Auditioning in a Video Resume” – that is the title of the article in yesterday’s NY Times. (Click here for access to the complete article.) Your resume on a video? Say it isn’t so! Today, I noticed that it was the most emailed article on the Times’ website. So, obviously, this strikes a nerve – and possibly gives people an edge on their competition.
Continue reading “The Video Does Not Lie” »
Most people hate the sound of their own voice. They put their hands over their ears whenever they hear a recording of their own voice.
This is one factor that contributes to their fear of public speaking. If the speaker hates the sound of his or her own voice, what will the audience think about their voice? Fearful speakers forget that they have something valuable to say. Something that the audience needs or wants to hear. Instead, they turn down speaking opportunities. They run and hide; they quake in fear of having to speak in public. And… they sabotage their career. They give up a valuable opportunity to demonstrate their mastery of a subject; their expertise.
Why? Continue reading “Improve Your Presentations – Tell Stories” »
I love this book!
If you operate a retail business, regardless of size or industry, you need to buy this book – now! In my opinion, it is the most practical and tactical business book for retailers who want to learn how to attract and retain customers. For every concept covered, Bob & Susan Negen provide both “Low-Tech Tactics” and “High-Tech Tactics” for the retailer to implement. Continue reading “Book Review: Marketing Your Retail Store – In the Internet Age” »
“It is the recipient who communicates. The so-called communicator, the person who emits the communication, does not communicate. He utters. Unless there is someone who hears, there is no communication. There is only noise.”
– Peter Drucker
Ah, but what exquisite noise! Continue reading “If a Violinist Performs in a Metro Station and No One Hears …” »
Last week’s headline screamed, “Circuit City to Cut More Than 3,500 Store and IT Jobs, Cut Wages!” The opening paragraph of the AP Report says it all – “…implying that its wages are as subject to discounts as its flat-screen TVs.”
Except, that its (former) employees do not come with a “money-back” guarantee or any “extended warranties.”
Continue reading “"Short-Circuit" City Admits Defeat” »
“Performance feedback is not a synonym for criticism. It can be delivered without demoralizing the employee or breeding defensiveness.”
– DeAnne Rosenberg, Management Consultant
Last week, I had the opportunity to participate in a three-day workshop that helped me to assess and improve my communication skills. Prior to the workshop, I had a pretty high opinion of my presentation skills. Who was judging me? Certainly I was. And so was my audience. My evaluation sheets always showed very high marks. And yet, I felt that something was missing – that I could improve my delivery. But I couldn’t do it on my own. My ego wouldn’t allow it and I could not accurately critique myself. I needed a dispassionate observer – I needed a coach!
Continue reading “Communications Boot Camp” »
“If skills could be acquired just by watching, every dog would be a butcher.”
– Turkish proverb
Here is another “take-away” from the professional association conference that I attended last week in Tucson, AZ. Several of the sessions were devoted to establishing and maintaining your “Corporate Culture.” In the world of music products retailing, no one does this better than George Hines, the President of George’s Music – an eleven-store chain with locations in both Pennsylvania and Florida. George presented a session titled, “Company Culture & Success in an Ever-Changing Industry.”
Continue reading “Lifetime Learning” »
“People today are saying, ‘teach me, grow me, and if you won’t teach me and grow me I’ll go someplace else.'”
– Sharon Jordan-Evans, Executive Coach
One of the themes at the conference I attended last week was “The Engaged Employee.” Jackie Freiberg, co-author of the business book best-seller “Guts!,” was the keynote speaker. She taught us how to “Blow the Doors Off Service-as-Usual.” The essence of the talk was that you will never be able to provide extraordinary service to your “external” customers (the ones whose business allows you to pay the bills) until you start to grow, teach and empower your “internal” customers (the ones who do the work.)
Employers who are unable or unwilling to “grow, teach and empower” their employees can not remain competitive in the marketplace. Both customers and your workforce demand that you do so. It is expected. They must be “engaged” with you and your business. Otherwise …, as the opening quote states, “(they) will go someplace else.”
Continue reading “An Engaged Workforce Delivers Extraordinary Results” »
I just returned from a week of meetings, educational sessions, networking and fun! I was attending they annual National Association of School Music Dealers Association (NASMD) convention in Tucson, AZ. For all those who attended it was a worthwhile investment – time spent working on your business. Taking time away from working in your business in order to learn – from peers and professionals – how to do a better job running your own business.
Continue reading “A Week Working On My Business” »
I had a very pleasant experience yesterday – at a Gas Station, of all places! When is the last time that you ever pulled into a full-service pump? Rarely, I am sure. Like most of us, you probably couldn’t afford to pay that premium price per gallon.
So imagine my surprise – shock, actually – when I saw two service attendant rush out to my car when I pulled up to the pump! I quickly said, “Oh, I must be at the wrong pump, I want self-service.” One attendant said, “No, you ARE at the self-serve pump, but would you like us to check your oil, water and tire pressure?”
By the time I recovered my composure, I saw that the other attendant was washing my windows. Gosh … I haven’t experienced this level of service at a gas station since the price per gallon was well-below $1.00.
Why were they offering this premium service at the discounted price? “Because it is our pleasure, sir!”
Expect the unexpected!
Now, this particular Gas Station is one of several along along side Interstate 5 in Oceanside, CA. The station next door is undergoing a renovation – so the closest competitor, isn’t – for now. So why are they offering such great service now? When they don’t have to.
Simple! Great service is a mind-set. It is an attitude. It is a habit. You can’t just turn it off and on when competitive pressures build or let up. Companies who deliver great service do so consistently. It is their DNA. They work hard at it. Yes, they train their employees to deliver great service. But, more important – they live great service. Their actions – how they treat their customers, how they behave when no one is observing – that is the model. A model for success.
You can bet that the next time I am down in Oceanside, CA I will choose the Gas Station that gave me the great service yesterday. I want to reciprocate – I want to give back in return. And return I will, again and again!
And I will tell others to patronize this gas station – they have earned my referral. They deserve the business!
