The costs and benefits of letting your customer service slip

When we don’t care about clients, we create a culture of complacency that infects our whole organization

The costs and benefits of letting your customer service slipOne of my in-laws spent two hours on hold with an airline company last week after his travel agent had spent four hours on hold with the same company. When I asked him about the experience, he said he was happy he didn’t have to wait longer and said the person who answered the phone…

How to turn your next tradeshow appearance into $50,000

The key to success is to have a plan

How to turn your next tradeshow appearance into $50,000Tradeshows are coming back, and while many people are looking at reconnecting with people within their industry, it’s often difficult to identify whether there’s value in going to a tradeshow. Yes, there’s the relationship building, the new products and the parties. But have you ever wondered if it’s worth your while to show up in…

Valuable leadership lessons from 14-year-old boys

Sometimes teenagers are smarter than we give them credit for

Valuable leadership lessons from 14-year-old boysHave you ever wondered what a teenager could teach you? Probably nothing, you might think. But I recently had the opportunity to coach a group of 14-year-old boys through their four-month basketball season. This is what I learned about leadership from them: Angry? Get over it Fourteen-year-old boys are prone to losing their temper when…

Want to sell your business? Here’s what you need to do

It could take a year to sell but if you’ve taken the time to prepare it can be much faster

Want to sell your business? Here’s what you need to doSelling your business can be exciting and scary. Often business owners aren’t sure what to expect. It typically takes much longer to sell a business than it does a house, up to a year in some cases. However, under the right conditions – when you’ve taken the time to prepare your business – the sale…

Eight pricing mistakes you might be making

Small business owners often don’t think about pricing until it’s too late

Eight pricing mistakes you might be makingLast week, you walked into a business or viewed something online and you questioned the price of a product. Something didn’t seem quite right. Perhaps the item or service seemed too high. Perhaps it seemed too low. Leaders make a variety of pricing mistakes over the years of operating their businesses. I’ve made many of…

How your employees can build or destroy your brand

Employees play an integral part in the success or failure of a business

How your employees can build or destroy your brandWe were walking by the Vancouver airport recently and an employee was standing outside of the Plaza Premium Lounge greeting passersby and encouraging them to try the service. More akin to the credit card hawkers you typically find in an airport than a lounge greeter, this woman was engaging and aiming to please. If I…

Five tips to help you sell your rural Canadian business

All it requires is the right mindset, and preparation

Five tips to help you sell your rural Canadian businessSelling a business in Canada can be difficult at the best of times. According to the Exit Planning Institute, only 30 to 40 per cent of businesses listed for sale actually sell. And in rural or remote communities, selling a business is often even more difficult. However, there are a number of ways business owners…

The truckers have a vital message: end all COVID-19 restrictions

The medicine dispensed by the government to protect us has been much worse than the disease

The truckers have a vital message: end all COVID-19 restrictionsTrucks are rolling across Canada to protest federal COVID-19 restrictions, and millions of Canadians of all stripes, colours and political affiliations are supporting them. It’s time! It’s true that some people have been seriously ill with COVID, but most who have died and were hospitalized had serious underlying conditions that are rarely mentioned. For most…

Is your business fishing in the right pond with the right bait?

Why are you in the business you’re in?

Is your business fishing in the right pond with the right bait?My sister Catherine loves fishing and, to be honest, she’s much better at it than I am. Catherine could catch 10 fish to my one because she knows what she’s doing. Before you even go fishing, you need to know why you’re going. Typically, people go fishing because they love fish and like spending time…