July 25, 2011

Hire in Haste. Repent in Leisure.

Creating a Customer Culture starts with hiring. You’ve got to know your higher purpose in customers’ lives. You’ve got to know what you stand for. And you’ve got to know what type of environment you are creating.

Leaders in beloved companies don’t worry about hiring a great employee and having him leave in three months. Instead they worry about hiring a bad employee and having him stay for three years.

If someone doesn’t align with the company’s core beliefs and values, it will be very difficult for that person not only to develop effective relationships, but to deliver your “special blend of magic,” the personality stamp of your culture.


October 13, 2010

Grow Your Company by Hiring for Life

At Chick-fil-A, they decide to grow their company by believing in the integrity, ability and values of store operators and employees. They accomplish this by selecting only those people who they see as long term partners. They want the folks they bring into their business today, to be part of the long-term story of Chick-fil-A.


August 19, 2010

Is Your Trusting Cup Half Full or Half Empty?

I believe you. Those three words show trust, honor and respect. Beloved companies decide to believe. Trust and belief are cornerstones of the best cultures. Having the ability to trust is the foundation for building the kind of company that employees love and want to work for. And that shows when they interact with customers.


June 2, 2010

5 Steps to Say Sorry with Your Values

Companies customers love make lasting changes. Follow these five steps the next time you have to say sorry in a crisis and learn from mistakes.
1. Decide to say sorry.
2. Be humble and sincere.
3. Act immediately – regardless of whose fault it is.
4. Take the customer experience to heart.
5. Learn from mistakes and change.