Marketing / 11.10.2016

It’s a simple fact of business…some customers will always try to take advantage. They’ll say they didn’t get a package when the tracking info shows their signature…They’ll use 100% of the product and still want a refund (2 years later!)… They’ll stock up during a sale and undercut you on eBay… Whatever… Other than true legal breaches, it is a waste of your time, energy, and BRILLIANCE to try to stomp out cockroaches. Focus on creating a great experience for the 95% of customers you value -- and let the cockroaches feast on your stale breadcrumbs under the baseboards....

Marketing / 06.10.2016

She expects a lot from you and you never want to let her down. That’s what makes your grandmother a powerful business ally. With any business strategy, ask yourself these 3 questions: 1) Would my grandmother understand this offer–what she’s being charged, when–and exactly what she’s getting? 2) Would I let her spend her social security check on it (because someone’s grandmother is)? 3) Would I be proud to tell her what I’m doing? (ahem…Wells Fargo execs…) You don’t need me to tell you what to do if the answer to any of the questions is “no.”...

Introduction / 04.10.2016

The original name for this post was “The End.” I’ve been a word person my whole life and it seemed ironic to me to name the first post “The End.” But even though The End is what allowed me to make this beginning, I am at the point where I only want to look ahead and so I think of it as the leap forward instead of the end of the last chapter. After nearly 20 years with the same company, I decided to make a change. That decision to leave took somewhere between 2 days and 5 years…depending on...