Poached Eggs, Customer Service, Sales

Poached Eggs, Customer Service, and Sales

Dave Kinnear1-On Leadership

Here’s the story. I was fixing our breakfast when my wife asked why I wasn’t using the microwave egg poaching device she had recently purchased as a gift for me. Well, frankly, I had forgotten about it and had strong reservations about its efficacy. So I wasn’t all that interested in trying it out. Maybe I was hoping she’d forgotten about …


Is Everyone Selling? Then You’re in Trouble.

Dave Kinnear1-On Leadership

The Comcast saga (by now you’ve heard the story a bazillion times, right?) won’t go away. It infuriates me. When will we learn that what gets measured gets done and that we get what we pay for? It’s not rocket science, yet we seem not to learn the lessons. Comcast measured and incentivized people to retain customers and upsell. They …

The Nordstrom Way

Book Review: The Nordstrom Way by Robert Spector and Patrick McCarthy

Dave Kinnear1-On Leadership, Book Reviews

This was a delightful read with excellent, engaging stories to illustrate the absolutely superior customer service that we all miss in our day-to-day lives – unless we shop at Nordstrom. This book is laid out with “Keys to Success” at the end of each chapter as well as one or more “Exercises” for you to implement in your own company. …