A Good Example of What Customer Service Means

I recently was hired as the Business Development guy at a start up. In the beginning I have been using a CRM tool Free CRM to track contacts, accounts, Pipeline and Activity. And ,yes it is free.

Friday they had some problems with their servers. With Free what do you expect: not the following

FreeCRM Customer Service Update
Post-Mortem Notification for August 19th Issue
Dear FreeCRM Customer,

First, I would personally like to offer our sincerest apologies for any issues …

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What a Difference our thoughts make

Successful Leaders are able to communicate a compelling vision for the future; even during what may be the darkest hours. Think of Churchill and Dunkirk, Lincoln and Gettysburg, Think Martin Luther
King and the Civil Rights unrest. In each instance things looked bleak but the leader was able to craft and communicate a vision that captured the minds of their nation.

This can play out in our lives as well. Earl Nightingale used to speak of the “Greatest Secret”, He reveals that the secret is that we become what we think about most. How …

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Together and Yet Separate

I was at a Workshop last week and observed and disturbing and yet familiar sight. This was a group of hospital administrative workers representing admissions and billing. And there were a number of
facilities represented.

What was interesting was that the room by its nature was divided; Registration on the left and Billing on the right. In fact, as you watched the speakers you could see the two groups respond
separately to the questions. One astute facilitator caught this and dug a little deeper (and a little off topic) and we found that …

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Fragmented Accountability

I am reading from the book the Three Laws of Performance by Steve Zaffron and Dave Logan. They point out that one of the flaws of some management systems is the fragmentation of
accountability. That struck a chord.

I have often seen managers and departments work only for their silos.

–   “We don’t need to know how they will deliver”.
–   “We don’t know if they can implement timely “.
–   “Who cares if operations, has the capacity”.
–    “Our job is to sell then …

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Are You Playing For Your Star, Or As A Team

I just finished the book, How the Mighty fall by Jim Collins. In this book, he explores how once great companies fall from their pinnacle of success. One of the things that I noticed was that
companies were more successful when they grew their own talent. Often times when the mighty companies were in decline, they would look to outside leaders to “save” them.

This in turn made me think of an article I read recently by Jeffrey Pfeffer on www.BNET.com He explored a study by Professor Boris Groysberg, of the Harvard
Business …

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Goodwill to Work

I just returned from conducting Mock Interviews with Good Will to Work . It is a program to help High School kids prepare for the work force. What a great experience on so many levels. First there were at least a dozen volunteers to conduct the interviews. These are people…

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