Shep Hyken Contributing Writer Shepard Presentation What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still
Being weather driven and being weather dependent are VERY different.
When you are dependent on the weather for revenue and profits, you are at the weather’s mercy. None of
Are you solving the problem or treating the symptoms?
At $1,200, our original ceramic logs were middle of the road - nice, but not over the top. Technician Dave
When I speak to leaders about the items they want to improve upon, the one item that inevitably makes the list is communication.
As my conversation continues, leaders generally
What if you only had one customer left to do business with? Maybe this was the last customer on earth?
Norman Beck—my friend and faithful reader of The Shepard Letter—and
What this means is that when you are exchanging the talent, skill, knowledge, wisdom, experience, craftsmanship, and labor of yourself and your employees, you exchange it at the
Have you heard of the Stanford marshmallow experiment? About 50 years ago, Dr. Walter Mischel conducted an experiment on delayed gratification with a group of young children. The children
Imagine what would happen to your company’s profits if you increased the revenues on each service ticket by just $10 per ticket. The technician is already there. Most of
I have been blessed with mentors my whole life. I am grateful for their lessons, some of which didn’t sink in until years after they were delivered. Here
