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When We Teach

01/04/2021

Have you learned and experienced the powerful adage ‘When We Teach We Learn’. Ask any trainer if it is true. How do you make this work? Have you read a good book lately, attended a virtual seminar, listened to one of my podcasts? Learn anything? I bet you did, even just one new thing. How…

Inspired by the Beatles

12/19/2020

This past weekend, Sirius XM played the top 100 Beatles songs, voted by their listener. During a busy weekend, while in the car, Ann and I had a chance to listen in segments. I love to hear the story behind the music. What inspired the song. How many sessions did it take to get it…

Follow the Yellow Brick Road

11/23/2020

Flipping through channels, there it was, the beloved ‘Wizard of Oz’. I just can’t help but stop and get a fix of this very special movie. I remember as a kid being glued to the TV watching this every year. I found the movie in its first 20 minutes at the part where Dorothy starts…

How Can You Help the Next Generation of Shop Owners

09/15/2020

If you had known then what you know now, would you have opened your own shop? Every day new shops open in North America. Many of them from technicians who have a dream and desire of opening up their own. For many, it is a life long dream to own their own business. For the…

Are You Meeting Your Customer Expectations?

09/08/2020

Customers want a great experience. They have preconceived expectations on how their experience with you is going to happen. Will it be as good as in the past. Will it be better than the dealer or the shop they patronized who is now closed?  Every time we set out to do business, even a trip…

Is it Just Me or Do You Feel the Forces of Change?

08/31/2020

Are change forces blowing harder and faster than we realize? And are we creating them? A restaurant in my town decided to rent some space in an office tower next to our AAA Ball Park. It just happens that the Toronto Blue Jays are playing there because of the pandemic (Canadian/US border lockdown). All US…

How Good Are Your Customer Basics?

08/23/2020

Flour, water, salt, and yeast makes bread. Just about every recipe has these ingredients. That’s pretty basic and most ingredients are most likely in your kitchen. It is known that baking is science while cooking can be more art than science. Yet both require the knowledge of what the ingredients do to the final taste…

A Rolling Billboard Got Me Thinking

08/23/2020

Traveling on the New York State Thruway I came upon a semi with a massive ad, on its back door, that spoke to me. It said, ‘Become A John Deere Technician.’ I’ll let that sink in for a moment. Did it hit you as it did me? So many thoughts scurried through my mind. Let…

Ingenious. Clean – Part of the New Normal

07/27/2020

Visiting a Tim Hortons Coffee shop I experienced what is the new normal as it comes to cleanliness at fast food or for that matter any type of restaurant. You may ask who is Tim Horton? Why not Starbucks or Dunkin Donuts? Plain and simple I like the coffee. If you are Canadian you know…

Mastering

07/19/2020

Mastering I recently saw a Lexus commercial that was themed ‘Mastering’. If you are like me and look outside the box to become inspired and insightful, what could you do with the word Mastering? How could you bring that to your culture? How could you make it part of your customer experience or messaging? If…

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