No Trust? No Customers!

Building trust with your customers will make them customers for life. No matter what else you do for your customers, you have to build trust. If you can get your customers to trust you they will stay with you for life…yes, even if you change companies. Over the years and in many columns, we have […]

Leaders Never Lie!

Must have Leadership Qualifications Are you the kind of leader who can inspire his troops to follow him through hell? Or the kind of leader that couldn’t get his people to follow him across the street to a free buffet? I have had both in my life and believe me the former is always better […]

Is You Company Customer Focused?

When was the last time you sat around with your team talking about how you could produce better products and services for your customers? I mean doing things better, making the customers experience extraordinary and putting the “wow” factor in your products. I would guess never. We are all so busy just trying to meet […]

Listen Up Or Lose Out

Listen up or lose out, is not only the title of this column, its not only the title of a great new book I just came across, but it’s also the best advice that you can give anyone no matter what their field of business is. And, of course it is especially cogent advice for […]

Who Is The Customer…Really?

Great question that. If you buy into the golden rule, not that “who has the gold wins” rule, but the real one, “do unto others as you have them do unto you”, then just about everyone you deal with is your customer, and yes you should treat everyone as a customer, because that is the […]

Where Will We Be In Five Years?

A friend of mine got me thinking the other day when he asked me what I thought the North American PCB industry would look like five years from now. That’s an intriguing question isn’t it? A question that I decided to really think about for the next few days. Certainly, I knew already that the […]

Great Leaders Do These Things

I once had a boss who wanted to sit in his office all day, never participate in any meetings and then ask us, his managers, to write long tediously detailed reports and give them to him so he would know what was going on. In short he wanted to know everything we were doing without […]