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Attention Client Advocates: Stop Sounding Like a Technician: Translate, Don’t Transfer
There’s a difference between sharing information and creating understanding—and too often, we confuse the two. Service advisors hear the technician’s diagnosis and pass it along word-for-word. That’s transfer. But clients don’t think in technical terms. They need translation. Transfer vs. Translation Transfer: “Your EVAP vent solenoid has failed.” Translation: “There’s…
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Woody Allen was right: ‘80% of life is showing up’!
This quote is taken from a book a book by George Lois called Damn Good Advice. George Lois…
Don’t Chase The Pain
I had some bad pulled muscles in my neck so I decided to get a massage. I explained to…
How Would I Beat Us!
How would I beat us? What a novel approach to making sure you are firing on all cylinders. A…
Let passion drive your success.
‘Stop chasing the money and start chasing the passion’, Tony Hsieh. Entrepreneur Tony Hsieh must know what he is…
Perfect Customer. Shaping YOUR Avatar.
Have you spent time developing who your target customer is? Do you really know when that ‘perfect customer’ walks…
Starbucks: A Lesson In Value
David Fishof’s book ‘Rock Your Business’ was a great read. If you wanted to know about Rock ‘n’ Roll…
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