Petey’s Blog

In 2016, we saw social media influence how businesses marketed their products and services. Mobile marketing, for one, allowed customers to engage and share experiences with and about brands they love and dislike. Josh Bersin talked about 2017 trends in his SHRM article “Viewpoint: Trends and Predictions for 2017.” He predicted that organizations would focus more on building and transforming mobile and customer experiences. When was the last time you evaluated your organizations internal digital trends? Is your organization staying relevant to all generations? To attract new talent and retain your tech savvy employees consider making shifts toward a more digital workplace. WHY IS THAT IMPORTANT TO YOU? Whatever you build… Continue Reading

What is a crisis? A time of intense difficulty, trouble or danger. What is Crisis Management? Crisis Management is the application of strategies created to help an organization deal with disruptive and unexpected events that threaten the employees, customers, suppliers, property, reputation and bottom line. Some crises occur naturally, e.g., fire, earthquake, and hurricane; some are man-made, e.g., scandal, corruption, and terrorist attack. There are several things that all crises have in common. All crises… Are unknown and unexpected Have a low probability rate, but high impact on an organization Offer little time to respond Challenge an organization’s decision making, which leads to better or worse results How do you… Continue Reading

It’s not if, it’s when. Crisis can strike any company at any time. The key to survival is first understanding how a crisis can impact your employees, customers, suppliers, property, reputation and bottom line. Next, developing a plan of action can help your organization mitigate damage and develop trust with your customers and target audience. In last month’s Two Minute Tip we revealed 3 steps to help your organization develop a comprehensive readiness program. This month we are focusing on how to set-up a command center and how to activate your Crisis Management Plan (CPM). Below are some features of a Crisis Management Plan: Create an outline of how you… Continue Reading

What Happens If… Your CEO dies in a plane crash A tornado destroys a production facility A trusted employee embezzles money In today’s business environment, every organization is vulnerable to crisis. The manner in which it is handled can have critical and permanent implications for your organization. Crisis – circumstances that threaten to harm people, property, interrupt business or damage an organization’s reputation and/or bottom line. Are you ready for an unanticipated crisis? Developing a crisis management response plan can help your organization anticipate and prepare for a real life event. Inadequate preparation in a crisis can have many negative effects: Breakdown in your organization’s operational response A tarnished reputation… Continue Reading

As leaders, we are always one step away from failure. Or at least that’s what we think. Risk-taking is imperative for personal and organizational growth. There are two types of risk. The classic risk which is a “Go for it. All or nothing” approach. And then there’s strategic risk, which is a constant shift towards process changes that aren’t as drastic and won’t put your company in danger. It’s obvious that taking any type of risk can be uncomfortable, however being safe and doing nothing can be even more destructive. If you’ve been playing it safe now is the perfect time to consider taking calculated risks to keep your personal,… Continue Reading

As a three part series we will be discussing three types of service: Complacency Service, Concierge Service, and Customer Service. How can you create raving fans for your product or service? Our expectation of concierge service congers up being spoiled by amazing service. In Jeffrey Gitomer’s book Customer Satisfaction is Worthless, Customer Loyalty is Priceless he asks this question: Shouldn’t it really be called customer helping rather than customer service? And wouldn’t you deliver better service if you thought of it that way? How in the world can you deliver this kind of service and still have a profit? A better question is what happens if you DON’T continue to… Continue Reading

Are your customers happy? Your customers are your biggest asset. Developing retention strategies that identity your loyal customers and supports their needs should be at the top of your organization’s priority list. As a three part series we will be discussing three types of service: Complacency Service, Concierge Service, and Customer Service. Complacency is defined as quiet satisfaction, self-satisfaction or smugness thinking–“We are as good as we need to be to make a profit.” Complacency creates customer resentment and is bound to show up in your company’s employee morale and overall profit. What to do if your organization is complacent: Admit it! Own it! Do something about it! Take a… Continue Reading

Are you mentally and physically centered enough to make decisions that positively affect your life and the lives of others? Whether you’re a CEO, parent raising children, entrepreneur, or a student we all need to brush up on our methods of decision making from time-to-time. Some of the key aspects of how we make sound decisions stem from how we use our head, body and soul.   Is it time for a checkup? Head Can you factually determine whether a decision is right or wrong? Do you make decisions based on assumptions or facts? Body Are you physically and mentally fit? Is your body working on adrenaline or so tired your thoughts… Continue Reading