by Bernie Heine | May 20, 2017 | Business Coaching, Leadership, Marketing, Strategic Planning
We have been spending a lot of thinking time lately with Nassim Nicolas Taleb, the author of The Black Swan and Antifragile. Black swans are his metaphor for events that are a) unpredictable; b) massive in their consequences for the people concerned; and c) obvious in...
by Bernie Heine | Jan 16, 2017 | Business Coaching, Business Systems, Customer Service, Marketing
Four aspects of your business need to be brought together in harmony to create a total customer service culture. These four aspects are: your Vision, your People, your Customer Service System, and proven Tools and Techniques for continuous improvement. Read on to see...
by Bernie Heine | Jan 14, 2017 | Marketing, Sales
With so many distractions, particularly at this late season, we can forget how our success is ALL about our customer service. Are you delighting your customers at every contact? Or are you neglecting them into the arms of other vendors? The math is clear! It is five...
by Bernie Heine | Dec 5, 2016 | Business Coaching, Business Systems, Leadership, Marketing
We are interested in your second and third thoughts – and not just your automatic responses – to some searching business questions in the arenas of pricing, new sales, cost reduction, and productivity. Be sure to note down your ideas to grow your profitability, no...
by Bernie Heine | Dec 3, 2016 | Leadership, Personal Evaluation, Strategic Planning
I’m returning here to everybody’s hot topic; personal productivity. I have written to you before about actions you can take to work smarter, and David Rock’s ‘Your Brain at Work’ has given me a lot more food for thought on being a ‘knowledge worker.’ Of course, this...
