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December 15, 2021

Listening for the Opportunity to Help

What a beautiful day on Eagle Lake with my fishing buddy Bruce. The sun has peeped out and we have a slight southwest breeze blowing about 6 mph. I’m smiling as I’m looking into the live well where we have put 19 slab crappie over the last few hours. I’m adjusting the depth on my Live Scope as we are moving around to locate another spot holding baitfish. Today, our pattern has been finding big crappie just beneath the schools of baitfish in about ten feet of water.  

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Topics: Anticipatory, Client Service, Proactively Guiding, Insight

December 01, 2021

Are We Getting Off-Road Enough?

A few weeks ago, we discussed the importance of getting off-road more to see and find our clients new and changing needs. In essence, doing many things that we haven’t done before. It requires us to get muddy, get a scratch or two and even assess what we are driving as a firm. Are we getting off-road enough?

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Topics: Anticipatory, Client Service, Leadership

October 20, 2021

What Kind of Guardian Are You?

I’ve just finished lunch with my partner and good friend before he leaves for a week-long Disney trip with his family. He shared some of the activities they had planned and how some things had changed due to COVID. It sounded exciting for someone who loves Disney. (Not me, but my grandkids are anxiously waiting). I know I’m going again, but I’m holding out for fewer restrictions and for the younger ones to get a little taller. Hey, if you have to go, go when you can knock it all out — rides and kids!

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Topics: Anticipatory, Client Service, Leadership

September 29, 2021

Has There Ever Been a Better Time to Go Off-Road?

About once a quarter, I hire Tony to completely detail my SUV. He always comments on how dirty it is. Today will be no different as he drives up to pick it up. I know it is muddy as I have been over at camp and had it off on a trail looking to fish our oxbow lake.

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Topics: Anticipatory, Opportunity, Client Service

July 07, 2021

Easy Button Makes Us Better

As I push the spout down on my giant bottle of Aveda Rosemary Mint shampoo, a big generous blob of shampoo runs into my hand. Now I know this is more shampoo than I need for this thinning hair of mine, but something always prevents me from stopping with just a half push. I love this shampoo — its smell is incredible and I believe it gives my hair a little more body. 

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Topics: Relationships, Anticipatory, Client Service

May 12, 2021

Sunglasses Exposed My Blind Spots

What a painful blog to write and CeCe will be all over this after she reads it. I had just launched my boat into some rough water as three guys watched from the boat ramp. “You going out in this rough water?” they asked. “Yes, I’m going to the north end to wade so I won’t have to deal with the wind and the boat.” Turning the boat into the wind, hitting those first two big waves, my ego got the best of me. I grabbed my Ole Miss cap and swung it around like a cowboy riding a bucking bull, clearly showing out for the guys on the bank.

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Topics: Relationships, People Development, Client Service, Leadership

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