Category: Articles
“Customer Wars”: Worst Show On Television Is Harmful
“Customer Wars” is a reality TV series that purports to document heated conflicts between customers and service workers across various industries. While the show aims to provide entertainment through dramatic confrontations, it ultimately presents a problematic and potentially harmful portrayal…
Expand Your Small Business By Expanding Your Mind: Defining Your Niche
One of the advantages small business have over larger companies is the ability to change direction, or expand directions “on a dime”. If you aren’t making changes, you are going to get buried by competitors you should be able to compete…
A Typical Day — Why Technology is Worsening Both Customer Service and Customer Experience
In my short article entitled Has technology improved the customer experience in most companies? I put forth a number of reasons why technology is making customer service and customer experience worse. Here’s a typical 24 hour day — my day, in fact….
Small Business Owners Using Visualization to Stay Motivated
This is an excerpt from Perfect Phrases For Managing Your Small Business, which is available in book stores and at amazon. Please click the picture for more information. It happens to every small business owner. You get tired. Your motivation…
Cost Free Ways For Small Business To Compete With The “Big Boys”
It’s often the case that small businesses exist in a market that includes at least one, and often many other LARGE businesses or chains. On the surface of it, it would seem that the small business is in competition with…
If You Think You “Understand” Millennials, It’s Time To Evaluate Your OWN Thinking
Oddly enough, the Millennial Generation, also referred to as Gen-Y, is not so well defined, even when it comes to the boundaries for who fits and who doesn’t. One common range runs from 1980–2000 although some people use a narrower…
Before You Bring In A Motivational Speaker, Heed These Warnings
The training and motivational speaker industry is a strange one where, in some cases, huge amounts of money are paid for minimal amounts of time and zero results. For more on organizational learning, motivational speakers and training visit The Training…
Are You Screwing Up Your Online Comments & Damaging Your Business?
Case study/examples on what’s wrong with the your “best practices” Below are examples of an “internet savvy” marketer who makes all the mistakes you can make when commenting on LinkedIn. I bet you make them too. Explanations follow. LinkedIn is…
Applying Bacal’s Law of Meaningless Utterances
Uncovering empty words, meaningless phrases, and other bullshit people fling.about People say all sorts of things, and make all kinds of statements. Some of those are very meaningful, even profound and worth paying attention to. But a good percentage of…
Can Praise Be Condescending and Toxic? You Bet
When praise and compliments are toxic even when you mean well It’s probably fair to say that all of us appreciate and need praise from others. Or positive feedback, whether emotionally based or task based (see The Uncommon Art of…
The Three Boorish Buckets Of Social Media Comments — Are You A Social Media Boor?
Feedback To Dumb As Rocks People We’re all familiar with the boorish communicators that often frequent cocktail parties or networking events. Blessed with apparent gregariousness coupled with a complete disregard for the interests and concerns of the people they talk…
