Challenges that affect our business consist of three basic elements. 1. Things you have no control over 2. Things you have limited control over 3. Things that are completely under your control Understanding and coming to accept the items listed above takes time, patience, and a measure of courage. Some things just happen TO you: Taxes have to […]
I have written at length this year about how to communicate with customers. Our visual, verbal and in-person contacts with customers are the base plate on which they build their opinions and assess our value to their organization. In a personal contact, experts say it only takes 7 seconds for the other party to form an […]
I will be attending MODEX in Atlanta next week. Come to booth B2060 and lets visit! Looking forward to seeing you there! DB
Please see my latest published article on crafting a quality customer engagement!
Please see my latest article published in MHW Magazine (attached below), on crafting the proper customer experience! Details Matter! March 2018 Column
It’s no secret that customer expectations and demands are growing. As dealers, we can no longer afford to view ourselves as simply equipment suppliers. Customers want more. Sometimes a lot more. Our efforts to build and maintain our value proposition require us to look outside our own capabilities and core competencies. We just can’t be […]
“Those who have knowledge, don’t predict. Those who predict, don’t have knowledge.” […]
“Surround yourself with the best people you can find, delegate authority, and don’t interfere as long as the policy you’ve decided upon is being carried out.” – Ronald Reagan Delegation is many times fraught with difficulty. Last month I talked about “releasing” control to your most trusted and dependable subordinates in order to move your departments […]
“A leader is best when people barely know he exists, not so good when people obey and acclaim him, worse when they despise him. But of a good leader who talks little when his work is done, his aim fulfilled, they will say: we did it ourselves.” – Lao Tzu – Chinese Philosopher 600 […]
“Bad news never had good timing.” – John Mayer Everyone that operates a company understands that mistakes are costly. This is why we invest so much time and effort in setting standards, drafting SOP’s, and creating a system of “backstops” that are designed to detect errors quickly. Early detection many times gives us the opportunity to make […]
