Customer Service: It Matters More Than You Think

Nobody becomes a successful salesperson by treating customers poorly, especially in a competitive sales environment. That’s why almost all entrepreneur training drills deep into the importance of providing an exceptional customer service experience.

So why is it that big, well-established companies think they can succeed and become market leaders when their customer service experience is horrible?

I’m going through a nightmarish drama with a too-big-to-fail retailer right now. It’s triggered my investor mind far beyond the $20 being held hostage by this retailer to a fundamental question of where executive priorities are and whether the customer service experience itself is a precurser to shifting market trends.

Here’s what happened. Read More »

On Being an Individual… Or Not

A man stands on a mountain.It’s hard to tell people to quit letting other people tell them what to think. I mean, if they listen to you, aren’t they then allowing you to tell them what to think?

Tough question.

We all have people telling us what to think. The media, our friends, religious leaders, politicians — and all these people influence so much about us. What we wear, what we watch, what kind of music we listen to.

Rare is the individual who makes up their own mind, who refuses to go along with the crowd. Society tells us to be individuals, but if we individually choose a path that our peers don’t like, what then? We’re ostracized, we’re ridiculed, we’re pressured to conform.  Read More »

Americana is Dying: Sears Sells off Craftsman Tools

A hand holding an end wrench.

A couple of days ago, I saw the shocking news that Sears was selling its Craftsman brand to Stanley Black & Decker. To anyone with even a vague interest in working on cars during the last half of the 20th century, Craftsman is a legendary brand, the tool with a lifetime guarantee. At one time, Craftsman tools were a standard bearer in the world of tools, rivaled only by Snap-On and Mac among my gearhead friends in the ’90s.

For many who remember life before the internet, Craftsman is synonymous with Sears; the brand was only available at Sears stores until Sears acquired K-Mart and began limited Craftsman tools sales through K-Mart’s retail stores. Read More »

Can 2017 Really Be Different?

A ring of light around the moon.2016 was an awful year.

I’m being political. I ended 2015 in a major medical crisis. I spent most of 2016 trying to get well. I will forever remember 2016 as a year spent taking muscle relaxers, doing physical therapy, and learning how to cook the foods I love because I couldn’t leave the house to eat.

Many people I know had an awful 2016 as well. Sickness, financial loss, career setbacks.

It left me wondering if 2017 could really be different? Read More »