Month: June 2015

“It’s not what you know but…”

According to the old adage that sentence stem ends with “who you know.” On stage and in writing lately I have concluded that the old adage doesn’t tell the whole story.  As such I have modified it to say: “It’s not what you know OR who you know.  It’s what you know ABOUT who you know.”…

Seeing through the Eyes of Your Customer

Having just finished my new book about Mercedes-Benz and given that I recently spent time with Mercedes-Benz dealers at their annual conference in Las Vegas, I took the liberty of modifying a popular children’s logic puzzle by inserting a Mercedes-Benz E class.  Can you solve this puzzle in 20 seconds?  What parking lot number is…

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article