Crimes Against Pizza

Quality isn’t everything.  Case in point: Domino’s Pizza.  Founder Tom Monaghan discovered that the key to success in the pizza business wasn’t great pizza, but free delivery.    But no competitive advantage lasts forever and the company’s subpar pizza began to deliver subpar results, no matter how fast it’s delivered, especially after several accidents, one fatal,… [Continue Reading]

Seven Questions of Effective Marketers

The late, great Peter Drucker once remarked that “The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.”  Great advice….and how do you do go about knowing and understanding the customer? Marketing guru Seth Godin says you start by understanding that every marketing… [Continue Reading]

When Great Processes Create Bad PR

Ralph Waldo Emerson warned us that “Foolish consistencies are the hobgoblins of little minds.”  To which most  CEOs would say “But good processes create great results.”   But what happens when an unanticipated situation presents itself to an unprepared employee? .    You train employees in your processes…..do you train them to recognize when the process will cause a problem…and… [Continue Reading]

The Most Difficult Sentence When We Fail To Deliver

Effective customer service is not just about getting it right but knowing what to do when we fail to deliver. This is especially important for front line customer service employees who may fear losing their jobs when customers are unhappy. Marketing Guru Seth Godin suggests a simple statement every customer service person in our company  (isn’t… [Continue Reading]