(Time to read this article is about 2 minutes) Business people around the world keep telling me, “There’s no such thing as customer loyalty anymore.“…and they’re dead wrong.  This is one of the biggest and most damaging lies that you can tell yourself. Why is this lie so dangerous?  Because, if you actually believe that […]

(Time to read this article is about 2 minutes) As I work with clients around the world to rethink and refocus their business, I’ve found that there are four clear steps to the process of fixing what needs fixing.  Here they are… Step #1 – Awareness:  “Awareness” is simply knowing that some part of your […]

(Time to read this article is about 2 minutes) This year you could have lunch alone, or skip lunch altogether.  But imagine what you could learn and accomplish if, just once or twice a week, you chose to have lunch with someone special.  Someone who doesn’t normally have access to you.  That special person could […]

(Time to read this article is about 60 seconds) Managing any business or department often calls for making tough decisions.  Some of the toughest are about what and who to ‘let go of’.  What and who do you need to ‘let go of’ to make 2019 your best year ever?   The list could include… Products […]

(Time to read this article is about 45 seconds) There’s a big difference between being dependable and being predictable.  ‘Dependable’ means that you don’t let your customers down. ’Predictable’ simply means that you’re boring. You look, sound and act the same as your competitors and do nothing special to delight and amaze your customers and […]

(Time to read this article is about 30 seconds) Customers hate to wait. Like it or not, we live in the world of “I want it now”. So, here are Cooper’s 4 rules of waiting:  Rule #1: Don’t make people wait.  Waiting makes people feel unimportant. Implement systems, processes, physical facilities and staffing levels that […]

(Time to read this article is about 60 seconds) One of the most popular of all Christmas carols starts with the words, “Joy to the world”.  This is a concept that’s way too important to be on our lips and in our hearts for only three weeks each year.  The world and everyone in it […]

(Time to read this article is about 90 seconds) Your ‘front line’, whether it’s face-to-face over the phone or by email is where customer relationships are developed or destroyed.  You can have all the best intentions at the top, you can create great marketing programs…but the folks who deal with customers can trash it all. […]

(Time to read this Blog section is about 60 seconds) This is the perfect time of year to bake cookies. This wonderful cookie recipe comes with an important business lesson.  These amazing Chocolate Chip, Oatmeal and Pecan Cookies were originally made famous by a small bakery in Dorset, Ontario.  We used to fly to Dorset in […]

(Time to read this article is about 45 seconds) I recently worked with a client who wanted help with two business challenges: To improve their relationship with their customers…and, To improve management’s relationship with their employees. Clearly, these two are connected…but the ‘big bosses’ didn’t see that.  It turns out that there are two partners […]