Speed walking to a meeting with Jay Dettorre down the halls of the Western Reserve Masonic Community is always an experience. You will stop to pick up a leaf that blew in, or to greet each and every staff member you pass, or talk with each resident who comes by. He knows them each by name and story and they are clearly thrilled to see him. Â Whether it is an invitation to pull up a chair in the beauty salon by the ladies getting their hair done, or a joke told by someone in the dining hall, Jay is always there with a smile and an appropriate response. Â The culture in this place is amazing. Imagine for a moment what he has to accomplish. Â His immediate customers are his residents and they have to be comfortable, safe, taken care of and be able to live […] Continue reading
How Do You Describe Your Customers?
I often enjoy watching commercials. I like to see how the big companies represent brands, convey messages, and get product messages to stick. There are great campaigns that are fun, keep my attention and make me remember the brand (right now I really like the Wonderful Pistachios commercials because I’m always amused to see who they got next. (Although I don’t like pistachios so they aren’t increasing their sales here.) The commercial that makes me nuts every time I see it? AT&T’s latest with the husband who comes home having signed the family up for something and the wife thinks it is too expensive. But she isn’t just stressed about money. We get a little window into their sick world of defunction (new word alert!) where she, not finding out for sure what he’s screwed up, wishes she’d never married him. Seriously? That’s a lot […] Continue reading
You Are Traffic
I saw a picture awhile ago of a bike rack and the caption read, “You aren’t stuck in traffic. You are traffic.” How awesome is that? And that’s something I think we all fall into. Things happen and we take no responsibility for them even though our actions help to cause them. What do you mean, Kath? Well, let’s say you are frustrated that your employees don’t innovate enough. Rather than look at it for the seven hundredth time as how to “fix” the employees, take a look at yourself. Do you always come up with a bunch of ideas? Is it possible your employees feel like they don’t have to because you will? Or, if they do come up with ideas, do you always have a better one? (I worked for her – it wasn’t her fault, she really did have better ideas. But […] Continue reading
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