I’d like to recommend a book that more than likely you have not read (that’s the best kind of recommendation, right?). It’s called The Power of Full Engagement and it is written by Jim Loehr in 2003. Available on Amazon. If you’re like me, you strive to be the best you can be. You understand that the quantity of time you spend in this life is secondary to the quality… Read More »Daily RICHual #70: Time Management? No, Energy Management
Often times humans compare their energy levels to fuel in a car’s gas tank. People say, “I’m running on empty today,” and things like that. So let’s stick with that analogy for a bit and turn you into two of the cars that I have owned in my lifetime: a Porsche Boxter and a 1979 Volkswagon Bug. Let’s agree on two things: These cars are designed for different performance levels,… Read More »Daily RICHual #69: What Octane Fuel Are You Using?
So while we are going through this extremely unique time in our history I’ve been keeping track of what I let myself think. Sure, I get to do some work, I’m spending wonderful quality time with my wife, but it’s the time not spent being busy that I’m really giving a focus. It’s easy to get a little down, especially if you are someone whose job/livelihood has been affected. It’s… Read More »The Daily RICHual #68: You are what you THINK
Kirk Douglas once said: “Maybe when you die, you come before a big bearded man on a big throne, and you say, ‘is this heaven?’ And he says, “Heaven? You just came from there.”
When I began running almost 54 years ago, I did it to make the team. Then I wanted to make varsity, the to be the number one man, then to win races, then to run faster. College was very much the same. The last few decades, however, things have changed.
I really don’t have anything to say today, so how about this:Silence. Silence to relax Silence to reflect Silence to ponder Silence to be thankful Silence to hope and dream Silence…..
I quote the Ritz Carlton credo: “The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.” So, it’s all an… Read More »Daily RICHual #64: Ritz Carlton: It’s all an act.
I have an idea: Wanna be a great salesperson? Be nice. Bruce Nordstrom said: ‘‘We can hire nice people and teach them to sell, but we can’t hire salespeople and teach them to be nice.’’ If you think it’s all about you, if you have a cynical, negative view of others, especially customers; if you think they OWE you something, you don’t have a snowball’s chance in hell at being… Read More »Daily RICHual #63: Are you NICE?
When most people think about high levels of customer satisfaction, they often think about two places: Nordstrom’s and the Ritz Carlton. Without dragging out the inevitable, there are a couple of reasons these are the two top of the mountain examples of great service: 1.They know HOW to treat their customers, because 2.They know how to treat their employees If you looked at the pyramid/hierarchy thing from Nordstrom’s it would… Read More »Daily RICHual #62: Who’s on top?
As it seems that the Daily RICHual is leaning itself towards weekly topics, I figured I would go with that trend and spend this week on the topic of customer service. It was Harry Beckwith in his book Selling the Invisible who said, “A customer’s satisfaction is the gap between what the customer expects and what the get.” Some would believe that Beckwith’s quotes tells us to under promise, I… Read More »Daily RICHual #61: Selling the Invisible