The death of “Small Town U.S.A.” … or maybe not!

(I wrote this a couple years ago – but it’s probably more relevant today than ever!) A couple of weeks ago I saw an MSNBC piece on an independent movie made about the small town of Medora, Indiana. Medora has a population of about 600 and is known, notoriously, for its high school basketball team, … Continue reading The death of “Small Town U.S.A.” … or maybe not!

“The Alliance” … a lesson we should learn from Crazy Horse and Sitting Bull

On June 25, 1876, two mortal enemies found that the differences they had between them paled in comparison to the a threat both encountered.  After the Civil War, the U.S. government turned its attention to the Wild West and the fight against the Indians - or as they called them, "savages." Two warring tribes, the … Continue reading “The Alliance” … a lesson we should learn from Crazy Horse and Sitting Bull

Creating memories … the Holy Grail of customer service

Fourteen years ago, my daughter Alex was seven years old and in 2nd grade. One day she had an after school activity. She was supposed to call me on the pay phone at the school when she wanted to be picked up. Alex brought seventy-five cents with her, three quarters. At thirty-five cents a call, we … Continue reading Creating memories … the Holy Grail of customer service

Don’t fool yourself … your customers don’t care about you.

Your customers and especially your prospects - don't care about you. They don't care about the products you're selling, and they don't care about your company. If they did, then they would return your phone calls. They wouldn't check their phone when you're talking to them. They'd respond to your direct mail, and they'd get … Continue reading Don’t fool yourself … your customers don’t care about you.

Buy local … or not

The chorus to "Buy Local" has become the new "Buy American." This is especially the case with the corporate shenanigans going on. GE doesn't pay taxes. The executives of Well Fargo and B of A should be in jail and Wal-mart is getting sued for discrimination by just about every woman who worked there in the last 10 years.  And even … Continue reading Buy local … or not