Here is a link to an article that I wrote about developing and managing great customer relationships as a guest on Ian Lurie’s Blog; Conversation Marketing. Thank you Ian for invitation to write and for the great testimonial in your introduction!
Building a more valuable asset
The purpose of my business is to help business owners build a more valuable asset, not just get a paycheck. Here are ten foundational elements that I believe define a valuable business:
Perspective, Focus and Endurance…
I have a special place in my office where I keep some of the books that I have found uniquely inspirational and helpful over the years. Seeing these titles and thinking about the lessons and wisdom that they contain often gives me perspective.
One of these books is Endurance: Shackleton’s Incredible Voyage by Alfred Lansing. This is an incredible true story of adventure, crisis, survival and triumph that I highly recommend reading (or re-reading). The sheer magnitude of the challenges faced by Sir Ernest Henry Shackleton and the crew of his ship Endurance is difficult to imagine. Yet, in spite of the unbelievably challenging circumstances he faced, Shackleton had the perspective, focus and endurance to help his crew survive and ultimately get rescued.
We are not Ernest Shackleton, we’re not aboard the Endurance and this isn’t Antarctica. However, we are navigating through turbulent times and unknown economic waters. The incessant daily drumbeat of gloom and doom coming from so many directions has the potential of getting people ‘stuck’ in fear and anxiety just like the Endurance got stuck in the Antarctic ice. Had Shackleton focused on the fear and anxiety provoked by his circumstances instead of on his vision and goals, I am sure that there would have been a much different ending.
Whether or not you find yourself stuck or anxious about current circumstances, I recommend reading this book. It is always good to get a little perspective.
Surfing and the Economy
I recently realized a childhood dream, I went surfing. While on vacation in Maui, I took a lesson with my daughter on her 15th birthday. It was great fun! As I have thought about that experience, I have looked at surfing as an analogy for operating in this (or any) economy. Think about it…
- Waves, like economic cycles are always different and they are constantly moving and changing
- If you don’t catch the wave at the right time, the experience is very different than if you do
- If you don’t bail out in time, you might crash into the rocks or the shallows
- Even the experts wipe out
- No matter how good the wave, the ride never lasts forever
- And, after the ride, hindsight is always 20/20 as to what you should have done different
I thought of more, but I’ll stop there. If you get to West Maui and want to enjoy a fun surfing lesson, go to Goofy Foot Surf School and ask for Mack.
Frustration means a learning opportunity is at hand…
The other day I was talking to a friend and past business associate. He was telling me how incredibly frustrated he was right now due to a number of things happening in his world. Then he looked at me, smiled and shared how something I that told him years ago had made a big difference in his current outlook. I had told him that “feeling frustrated means that you are learning a lot.”
I have always believed that the best learning comes from experience, and that often the most frustrating experiences create the greatest opportunity for learning and growth. For that to happen, however, one has to endure and work ‘through’ the frustration to get to the other side. It amazes me how often a few more steps forward creates some breakthrough that brings new perspective and success. Of course, that observation is easier made with 20/20 hindsight.
Whether it’s learning a new technology, running a growing businesses, dealing with difficult people or handling life’s many surprises, there is always that point where we are ready to hand in the towel – give up – and run away. To me this is the critical point for growth and learning. This doesn’t necessarily mean that you keep beating your head against the wall. Perhaps the growth and learning is that you are banging against the wrong wall and it’s time to move in a different direction.
I share this as one who has given up at times and and who has pushed past the frustration at other times. Significant learning and progress was always the result of doing the latter. I still need to be reminded at times in order to regain this perspective and I am thankful for the friends, family and trusted colleagues who do that for me.
The (Real) New Economy; Value, Principles and Common Sense
The ‘new economy’ was originally touted around Y2k. I believe that the ‘real’ new economy is ahead of us as the result of (and gift from) the current economic downturn. I see the ‘new economy’ as a return to Value, Principles and Common Sense. Of course, what’s new is old… these attributes have always been effective and they always serve individuals and businesses well.
Mary Anne Dorward Interviews Fred Janssen
I was recently interviewed by Mary Anne Dorward, CEO of Speaking to Win, on her BlogTalkRadio show “Business Off The Beaten Path.”
Click Here to Listen
Here is an index of the questions:
5 Ways to Build a Strong Foundation for Happy, Satisfied Customers
How you begin your relationship with a customer has a lot to do with how well the remainder of the relationship goes. In a previous post, I listed five ways to keep your customers happy and loyal. If you gain the trust and confidence of your customer from the start, you will have more stability throughout the relationship. This can really help when you stumble at some point down the road.
Here are five ways to begin your relationship on a strong foundation and create happy, satisfied customers from the start.
Maximize Your Return on Investment from Mistakes
What do you do when you or your employees make a mistake? Do you…
- Get angry?
- Focus on blame?
- Jump in and fix it yourself?
Mistakes are costly in dollars, time and frustration so be sure to maximize your R.O.I. when they occur. Identify and separate the value of the mistake from the consequences of the mistake then take action to maximize that value; i.e.:
On This Father’s Day, Words To Live By From My Dad…
I was very fortunate to have had a close relationship with my dad. He was a Dutch immigrant who came to this country right after WWII. He and my mom had a wonderful marriage of 46 years. As a couple and as individuals, they have both been great role models for my sisters and me.