I love watching the Olympic Games. I marvel at the feats these athletes are able to accomplish. I applaud and cheer them on from my living room couch as though I was their personal coach. I hold my breath when they jump from the balance beam, fly over the high bar, run for the finish…
Recently, Steve Wynn, of Wynn Resorts in Las Vegas, talked to his stockholders about the value of basics to business success. Mr. Wynn advised that when you’ve done all you can do and in fact there’s nothing left to do, then you go back to the basics of good business practices. Only this time, you…
This past weekend I lost a mentor, a teacher and a friend when Lou Tice passed away. Lou Tice of the Pacific Institute had a gigantic impact on my life. If you know me and/or have worked with me, whether you knew it or not, some of what you saw and heard was because of…
How do you respond when someone asks: How are you? Or, how’s your day?
I was reading a Business Review the other day and discovered that, apparently, not achieving your goals is normal. Okay. If that’s the test for normal, here’s what else is normal: everyone gets sick, everyone gets fat, and everyone is in debt. The only thing I can conclude about Business Review’s survey is that all…
A few days ago, my wife and I took a tour of the Zappos corporate office and call center in Las Vegas. You see, next week I will be taking a group from Hope Baptist Church of Las Vegas (a client of mine) on the same tour and the advance visit was part of my…
From now on, I want you to call me by my new title: Ref (short for referee). That’s right; I’m going to start calling the balls and strikes, and then count you out. I alone will determine when you’re out of bounds or your time has run out. If, in my opinion, you fail to…
How to Make Your Goals a Reality
One bad customer (or bad experience) can lead you down a negative path and damage your customer service, if you let it.
Have you ever met someone you thought was bigger than life? Maybe it was a movie star, a sports celebrity, or someone you had always idolized as a kid. Sometimes we put celebrities and heroes up on pedestals and treat them differently. And then, when we meet them, we find out that they’re just as…