Details Matter

It was a Saturday move-in. I HATE Saturday move-in’s. Mostly because everyone else is closed. Discharge planners aren’t there… Pharmacy can be an issue… Home health admissions… Etc. I try and avoid them at all costs. But, sometimes you can’t avoid it. This was one of those times. The room this resident was moving into had no furniture in it. No big deal, we ordered new furniture which was coming on Tuesday, and so I just asked my manager to…

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Habits and Perception

I think that it’s really interesting how our perceptions and habits can guide what we do and how we do things. I noticed this big time this weekend with something that happened to me specifically. I immediately realized what I did, and figured that I just had to write about it. At our house, we have two trash cans. One is a large brown one and that’s for trash. One is a large green one, and that’s for all recycling.…

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I’m an angry customer!

No seriously… I am. I’m sick of crappy customer service, and it has turned me into an angry customer! Somewhere along the way, companies started treating customers as if they were not really necessary, and now out of nowhere that seems to have become normal. We call to discuss an issue, and end up on hold for 10 minutes. We call to make a complaint, and we end up being passed from one person to the next. Or, my favorite…

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“Sorry, that’s our policy”

We’ve all been told that at one point or another. “We’re sorry Sir/Miss, that’s our policy”. Usually it’s in a situation where a customer is frustrated for one reason or another. And now to make matters worse, they’ve been told “that’s our policy”, which is a nicer was of saying “screw off!”…. Don’t get me wrong. Policies are necessary in every company. In order for management to be able to hold employees accountable, train their employees, etc. there needs to…

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Employee responses can cost you business

I’m sitting and having lunch at a thai restaurant. Now, this restaurant is one of my favorite places in this area. I eat here at least once a week. They know my order, and take really good care of me. Also, the food is amazing! BUT… Something just happened that made me want to get out the laptop and write a post about employees/customer service… A couple walked into this restaurant. And just so you can get a good idea,…

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Getting rid of the “I feel guilty for not being at work” mentality

It’s really hard sometimes as you develop as an entrepreneur to understand that it’s OK sometimes to NOT work. In fact, it’s great if you can pull that off. If you have the ability to wake up one morning and say “I’m not going to the office” and your business doesn’t crumble that day while you are gone, you have built your business the right way. There’s one problem with this though… As entrepreneurs, most of us work, and work,…

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Goals are completely overrated!

I know…. you probably read the title of this entry and said “huh?”  – And for good reason. All day, every day, if you are into being an entrepreneur, want to be one, or just like following them, you probably read tons of things that talk about goal setting. Set goals, sh0rt-term, long-term, and go out and accomplish them! There’s one big problem with this concept… Generally speaking, most people, for whatever reason have a really hard time actually following…

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What are employees actually worth?

Back when I was much younger, I worked for a guy who eventually became a really good friend. I learned a lot from him about business in general, and about sales too. I initially got the job through a friend. I needed a new job, and my friend who was working there said “Are you technical?” to which I said “Sure!”…. Now, I am pretty good with technology but when it comes to fixing things, I’m really not your guy.…

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Going from business owner to CEO

One day, it will happen. You have grown your business from 1 employee (yourself) to many employees.  You have grown your office space along the way. Your business went from this little “vision” inside your head to this actual THING that is pressing forward and becoming it’s own “thing” entirely separate from you. And  then, you look at your calendar, and you realize…. The things that you did when you first started are so far apart from the things that…

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The memory of failure keeps me going…

I’m never “content”. I had a staff meeting the other day and I was very clear with my staff on that. I’m extremely happy, but I’m never “content”. They are two very different things. After all, once you are “content” what else is left to do? You may as well just stop trying. I do sometimes wonder though why I wake up every morning worried about revenue, sales, etc. when business is so stable, and so good. Then I remember….…

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