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March 24, 2021

Sell Results, Not Time

Can you imagine if your surgeon was billing you by the hour? How good would we feel about those contrasting incentives? The longer the surgery, the more the surgeon makes. We might pay a lesser skilled surgeon more than an innovative surgeon who has perfected a less invasive and highly successful surgery.  

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Topics: Client Service, Proactively Guiding, Leadership

January 27, 2021

Are You a Real Coffee Drinker?

CeCe enters the kitchen as I am brewing a large fresh pot of coffee. “My, the coffee smells wonderful. Did you use your new coffee bean grinder for this pot?” 

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Topics: Client Service, Leadership, Advisory Services

December 02, 2020

Stand Behind Your Lifetime Warranty

CeCe and I are headed up to Oxford, MS, for a weekend of visiting family and watching the Ole Miss Rebels play football. CeCe is on the phone with Delta Faucets trying to replace four defective faucets we have in our house. The first one resulted in over $2,000 in repairs from the leak. The second, I was lucky enough to discover it as the seal first burst and started leaking into the bathroom.

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Topics: Customer Experience, Client Service

November 18, 2020

Helping Clients Feel Less Vulnerable

It’s 8 a.m. and I’m sitting in a very cold medical exam room. The dermatologist will be in any minute to begin my annual full-body exam. Gosh, all I can think about is how humiliating this is. It’s hard to have the discipline to do this every year. 

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Topics: Client Service, Leadership, Mindset

October 28, 2020

Who Are We?

CeCe is standing in my home office and I’m staring down at her shoes as she asks, “Do you notice anything about my shoes today?” Thank goodness, I finally realize they are not the same shoe! Wow, they are almost the exact same color, appear to be the same style and very similar sole. The only difference I can really see is on top of the shoes where the laces (which are the same color) are styled differently. Why does anyone need two pairs of shoes this similar? 

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Topics: Client Service, CeCe, Distinctive

October 14, 2020

Assumptions Versus Listening

It’s Monday night and we have been out of town for four nights now, which I know pushes CeCe’s travel limit. Although I shared with her while sitting on the beach that my schedule for the week would allow me to work remotely for longer, I could tell from her lack of conversation and our prior travel experiences that she will be disappointed if we do not head home tomorrow. So, I start making changes in my schedule to handle all of my calls on the six-hour drive home.  

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Topics: Communication, Customer Experience, Client Service

August 19, 2020

Building Experiences for Forever Clients

This is a hilarious short video of Sully’s meltdown while expressing his deep desire to be with Pops (that’s me!). I obviously love it. And this mindset can be inspirational if we consider relating it to our client experiences. Are we focused on them enough?

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Topics: Customer Experience, Client Service

January 15, 2020

Don’t Forget the Soap!

Gosh, it’s already 7:45 a.m. as I jump into the shower after a quick shave. I’ve got little time to spare before an 8:30 meeting. Shampoo my hair, quick rinse and reach for the bar of soap. No soap! Dang, I had this same problem yesterday and forgot to put a new bar in here. I’m not using CeCe’s perfumed bath wash again — I got some strange looks yesterday. Nope, I’m going to step out and get a bar of soap.

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Topics: Customer Experience, Anticipatory, Client Service

December 11, 2019

Customer Experience Before Upgrade

I’m staring at my cell phone ringing from an unknown number on my way home from our cabin where DIRECTV has missed their second appointment with me. It’s three hours round trip so you can imagine my mindset is not exactly even-tempered. I have been talking with the DIRECTV support team and advanced resolution team all morning. And based on my experience, there’s nothing advanced about their service or capabilities. I did learn a few new excuses which I took the time to point out as they rolled each one out. 

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Topics: Customer Experience, Client Service

December 04, 2019

Some Things Are Concrete

Our front curb is a mess as I begin to pick up large pieces of concrete. We had a company cut two 36 inch slabs out so we can have some additional drainage added to handle excess water in our yard. I’m trying to salvage some of the sod so I can patch a spot in the backyard that I destroyed a few weeks ago which CeCe has not forgotten about. She is fond of a beautiful yard and I have been in the doghouse over this dead grass. 

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Topics: Anticipatory, Client Service

June 12, 2019

Are We Serving up an Eggcellent Experience?

Recently, CeCe and our daughter Haley traveled to Seattle with me for the AICPA Women’s Initiative Executive Committee meeting. We went a couple of days early so we could hike and enjoy some of the beautiful surrounding mountains and lakes.

Our first morning, we were headed out to Tiger Mountain Trailhead for a hike. We got a little later start than I had planned (I think we were closer to CeCe’s plan), so Haley began to Google some spots for a quick brunch. We came across a place right on our way called Eggs & Us where we stopped and had an amazing meal with great service. We loved it. But we did not realize how special it was until the next morning.

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Topics: Client Service

May 15, 2019

What’s in Your Cup?

My feet hit the floor in a rush. With the daylight peeking under our bedroom curtains I knew I had overslept. Yikes! It’s 6:30 and I have a video conference call at 7:00 a.m.! Although I might set the alarm, I always wake up before it goes off. I never oversleep, but obviously, I had today and the timing couldn’t have been worse. I do a quick change and turn on CeCe’s Keurig to warm up while I fire up my computer.

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Topics: Anticipatory, Client Service

April 10, 2019

Golf Again? Please No!

In golf, your ability to play the “short game” is the quickest way to lower your score. You cannot shoot low scores in golf if you can’t chip and putt. Obviously, the pros spend hours refining this aspect of the game. And guess what skills go the quickest if you don’t play regularly? For me at least, it’s chipping and putting. This has never been more evident to me than last month ─ my once a year golf outing at Sage Valley. This year, I shot the worst score of my golfing career (108). That fantastic little score included triple bogeys on four holes. It was ugly, really ugly.

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Topics: People Development, Life-Long Learning, Anticipatory, Client Service, Leadership

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