At one point or another, we all get frustrated. Frustrated by the effort. Frustrated by our apparent lack of success. Frustrated by the seemingly endless walls we need to scale. Frustrated by all of it. We may think we’re alone, but it’s not just us; it happens to everyone. Even the most successful people in the world feel frustration. So, …

It’s human nature for us to avoid responsibility. Our ancestors realized that if they were never on the hook for anything, then they were never going to be held responsible for failure. Failing your tribesmen could mean getting kicked out the village, so avoiding responsibility is a behavior that’s been reinforced throughout our history. The problem with this avoidant behavior …

Every one of us is afraid. Fear is a universal emotion. Our ancestors survived because they were afraid of being eaten by beasts in the jungles. We no longer have to fear being devoured by a tiger, yet our fears remain. We fear failure. We fear losing. We fear looking foolish. We fear trying something new. Often, we even fear …

One of the perils of becoming good at what we do is that some of us develop a feeling of entitlement. We start to feel, as defined in Merriam-Webster, a “belief that (we are) deserving of or entitled to certain privileges.” I worked hard to get here. I paid my dues. I suffered through all those hard times. I put …

Customer experience is the new marketing. Steve Cannon It’s easy to forget, but our customers come into contact with our brand in a myriad of ways. Our website, emails, text messages, DMs, social media posts, physical marketing products, phone messages, and (especially) the product that we deliver. Our mark is all over everything we do. It’s not enough to simply …

Complacency. It can signify the end of a career. I was going to let you know what complacency means, but I really didn’t think I should have to look it up for you… The Cambridge dictionary defines complacency as “A feeling of calm satisfaction with your own abilities or situation that prevents you from trying harder.” This feeling is something …

We see it all around us: some businesses flourish while others flounder. Some people are successful in their endeavors while others languish in mediocrity. Is there some secret sauce one side knows about that the other side just can’t seem to figure out? Not really. Most of the time, it comes down to the details; paying attention to the little …

I am currently reading “Be Our Guest: Perfecting the Art of Customer Service (The Disney Institute Leadership Series)” by Theodore B. Kinni. The book talks a lot about how Disney uses setting to please and satisfy their customers. They make sure that every aspect of the client’s experience is maximized to communicate the fact that the customer is the most …

Customers are the lifeblood of any business. Most customers, like most people we meet, are pretty easy to deal with. But, there’s always that one… Sometimes we come across that one person that makes us question our views on humanity. We’d like to give them a piece of our mind. Tell them what we think of them. Put them in …

Most businesses do their best to present a clear, forward-facing image, keeping the behind-the-scenes stuff hidden away from their customers. (Think about Disney parks, where you never see any of the day to day operations; it’s all hidden from their guests’ view.) Ironically enough, some of our clients want to peek behind the curtain, to see how the sausage is …