Forget the tired, old adage; “The customer is always right!” It’s just not true…or even relevant, anymore. Replace it with, “The customer is always…Vulnerable.” Customers feel vulnerable, helpless, out of control, and anxious. That was the clear message we got from them when we dissected 1,000 random customer complaints we found on customer complaint web…
Why in the world would I, an overweight, scraggly-bearded Pet Shop manager think I had the qualifications to compete (as a late night talk show host) against David Letterman and Johnny Carson? I just figured no dream was too far away. What would happen if I started to think bigger? After college, I cashed in…
Over the years I have been quizzed countless times, “Did you really invent the Science Guy?” The answer is “NO!” His parents, Ned and Jaqueline Nye, were responsible for that. However, I can lay claim to being the first guy to put Bill Nye on TV – and first coined the “Science Guy.” To be…
I have been a comedian and public speaker for the past 30 years. I’ve found that the best way to warm up an audience and get them on your in the first 30 seconds is NOT to tell a joke. I love jokes but the audience has to trust you before they will laugh with…
THE POWER OF PUBLIC SPEAKING IS OBVIOUS. There is no faster way to get ahead in your industry than to speak well in public. Look around. Great communicators are the ones who are getting ahead. They are the ones who get noticed and influence others to get use their ideas. Speaking with confidence in front…
In tough times, most companies become obsessed with their competition. They want to know if they are struggling, too. Progressive Insurance wants to know what Geico is doing. Macy’s wants insider information about Nordstrom. Ford wants to know Chrysler’s secrets…and so on. And, because I speak or consult with 70+ organizations a year (often your…
If you aren’t meeting your sales projections…or losing your market share, chances are you aren’t relevant to the most important sex. Women. Women. Women. So much has been written about the powerful female consumer you would think the “men folk” in your company would realize that women are the root of all profits. Yet, still…
Recessions come and go. Afterward, will you change the way you do business? According to the NBER (National Bureau of Economic Research) there have been nine recessions since l953. None have lasted longer than 16 months. And, they are always followed by a “recovery period” which leads to “tremendous growth.” So you can look forward…
Patients today live in a world of stress, heartache, and daily disruptions. Now more than ever, they need the empathy and understanding of their physicians, nurses, and healthcare providers. Who is Winning a Patient’s Trust Today? The hospitals and medical practices who continue to win market share and patient loyalty know something most don’t. When…
Dear Man, Woman, Relative, Teacher or Friend Who Wants To Speak Professionally, I’ve done a lot of seemingly dumb things in my life. Stand-up comedian, house painter, pet shop owner, TV host, radio personality, and spent most of those years…respectfully unemployed. But through persistence and dedication (to my core interests and values) I stumbled my…