Articles / Blog Posts

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


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?


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


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


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 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…

No One Gets There Alone


I did it my way. Remember the song? If I would ask any successful business person if they flew solo through their career, the high majority would say they had help. Many executives in major companies hire coaches to help them with skills they need to grow and lead. I know a few great life…

Down Time – What To Do With It!


For many of us, there is some extra time in our schedule. Imagine the times we used to think about things to do if we had some extra time on our hands. I know your business is essential and open. Kids are home. But still, there is extra time on your hands. I’ve made a…

Binge Worthy Listening Part 1


We may have some downtime on our hands as we deal with COVID-19 It is time to schedule training sessions in light of having extra time available. There are many things that can be done from equipment maintenance, painting, repairs, fix-up, clean up and training. Dig out the seminar books from the last year and…

Secret Sauce. Really?


Secret Sauce. Really? Keeping secrets thinking that someone will duplicate what and how you do things is furthest from reality

Eleven Tips for Creating ‘Extreme Employee Loyalty’


It is not important that you love to come to work and enjoy what you do? With my ear to the ground as the aftermarket podcast guy, an enduring culture rings strong as one of the most important strategies of an extremely successful business. One critical component of that success and the only way it…