Finding the niche that will make your business successful

You can't be all things to all people, but you can be exceptional. Find the market, product and service that suit you and your customers

Finding the niche that will make your business successfulThe line “You can’t be all things to all people” comes from this poem: You can't be all things to all people. You can't do all things at once. You can't do all things equally well. You can't do all things better than everyone else. Your humanity is showing just like everyone else's. So: You…

Is customer service dead?

When we take the time to engage with our customers and be sincere and interested, the dollars roll in

Is customer service dead?It was a Friday afternoon in Alberta. I’d met with some clients and had time for a walk. I decided to head to the strip mall near where I was staying. My first stop was the Peavey Mart hardware store, since I’d never visited one before and it looked interesting. I entered the store and…

Did lululemon make a mistake giving away free clothes?

How much leeway do you give your employees to be generous with your products or services?

Did lululemon make a mistake giving away free clothes?Brad Bonner was in a panic that June morning in Victoria. His luggage had been lost and he had an important meeting in a few hours. Getting up early, he walked the downtown streets looking to see which store would be open the earliest where he could buy some suitable clothing. He discovered that lululemon…

Air Canada’s lesson in how not to communicate with customers

Air Canada could have reduced a lot of stress among its passengers by clearly conveying the winning message it intended

Air Canada’s lesson in how not to communicate with customers“Why are you making us do this?” the lady screeched to the Air Canada check-in attendant at the Dublin Airport recently. “I’ve never been asked before to put my carry-on luggage into those things.” She pointed to the metal stand into which her teenage kids were forcing their obviously oversized bags, to estimate appropriate size.…

What is my job again, exactly?

The real problem with a lack of role clarity is that it cascades into a much bigger problem for organizations: misalignment

What is my job again, exactly?I am convinced that one of the key things getting in the way of individual, team and organizational success is a lack of role clarity. This point was reinforced during a meeting I attended to help a client establish her development plan which ended up being a conversation about role expectations. Or, specifically, her lack…

Easing the burden of leadership

Leaders need to find ways to relieve that burden. To find balance in their lives and set aside time to refresh. And they need the support and kindness of others

Easing the burden of leadershipI’ve met many politicians but the hardest working one I know is Shirley Bond, the MLA for Prince George-Valemont in northern British Columbia. I first met Bond in the early 2000s, when she was starting out in provincial politics and I was starting out as a trouble-maker in an environmental group trying to clean up…
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