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Hi, Gini. You're such a class act. These things are tough and it's hard to not take them personally but as a good friend of mine often says, your business is what you do, not who you are. In other words, you're not perfect, no one expects you to be and my hope is you'll be easy on Gini. Again, you're such a class act. In other news, life has kept me off Spin Sucks for too long! I hope to drop in more! I miss chatting with you and others here!

7 months, 3 weeks ago on When a Leader Learns of Unethical Behavior

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Excellent reminder Mike. As an Air Force public affairs person, we are regularly managing issues aggressively with a handful becoming crises. My advice to my peers and leaders is to always do the following to mitigate an issue from becoming a crisis. 1. Stop the "bloodshed," or in other words stop the action at the heart of the issue. 2. Immediately get leadership out front to show they're aware, stopping the bloodshed and working to investigate and fix the issue. 3. Show accountability as fast as you can. 4. Apologize quickly unless the circumstances are just too fuzzy. If that's the case, apologize as soon as you can. Regardless of the issue, if you handle what I've outlined here deftly you will minimize an issue from becoming a crisis or at a minimum, lessen the crisis. Ignore these things and you'll be destroyed.

1 year, 5 months ago on You’ll Never Hear About a Well-Managed Issue

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Gini, what a sec. Before hiring her, did you ask for her syrup preference? Please tell me you didn't forget.

1 year, 11 months ago on #FollowFriday: Allen Mireles

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@CabinetDoork Thanks for sharing this! It's great for others to see it can be done!

1 year, 11 months ago on How To Find Your Ideal Customer And Why It’s Important

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@JoshuaWRivers Precisely!  Great addition.

1 year, 11 months ago on 3 Ways To Use Social Media To Boost Your Serve Business

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It sounds like the server was trying to do a good job but was over-thinking it. Answering questions with questions is a great way to do sales but sometimes you just need to answer the simple question with a simple answer. Perhaps the server was trained to do it that way though.

1 year, 11 months ago on Customer Service From A…Server

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@JoshuaWRivers Cool! I offer advice in my ebook. Check that out, if you haven’t already.

1 year, 12 months ago on Should You Outsource Social Media?

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Well I guess the month I'd fall out of the top 10 had to come one day.  Oh well. And of course it would be the month you give coffee!  Okay pity party over.  Congrats to the top 10 commenters and thanks again, Chris, for your awesome blog and giving spirit! 

1 year, 12 months ago on Top 10 Posts And Commenters Of July

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I think you nailed it here. We don't go into business expecting to fail but we must factor in worst case scenarios when making big decisions.

2 years ago on When Should You Buy Property?

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My biggest weakness is impatience. I want to move out on stuff and get results quickly when my team isn't ready.

2 years ago on Pitfalls Every Leader Must Avoid

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I'd like to hear from Dave again. Also, I recommend awesome marketer, Dan Kennedy and Starbucks CEO Howard Schultz. I've read his books and he would be a great interview for an entrepreneur audience.

2 years ago on What Would You Like?

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 @ChrisLoCurto Well regardless if it's a fighter pilot or not, it's easy for me to work this considering I'm at Air Force Public Affairs. 

2 years ago on How To Throw A Knife At Someone

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 @JoshuaWRivers Sure thing! Glad to help anytime.

2 years ago on How To Make Your Website More Effective

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 @JoshuaWRivers Work on getting the RIGHT traffic rather than more traffic. It's all about target audience, not just AN audience.  Are you just trying to grow your platform or do you have a larger objective in mind? 

2 years ago on How To Make Your Website More Effective

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Chris, I need to hook you up with a fighter pilot who would be great for the podcast. You open to that?  Someone who can speak about leadership lessons that apply to business or something like that..

2 years ago on How To Throw A Knife At Someone

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 @JaredLatigo Sure thing! And I agree totally on the importance of tribes in business and marketing today. From building them to tapping into them, tribes are critical.

2 years ago on How You Can Create A Brand People Love

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 @cabinart Awesome examples!

2 years ago on How You Can Create A Brand People Love

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 @Aaron Nelson Awesome! Glad this resonated with you, Aaron!  When Jess was telling me the story, the marketing/sales parallel was unreal.

2 years ago on What You Can Learn About Marketing From the Man on the Metro

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I hope so. It was a pretty amazing story to hear my friend tell.

2 years ago on What You Can Learn About Marketing From the Man on the Metro

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 @JoshuaWRivers Exactly! Hope you had a great weekend!

2 years ago on What You Can Learn About Marketing From the Man on the Metro

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 @cabinart Totally! The more authentic and human the better.

2 years ago on How To Use Free Giveaways Wisely

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 @CabinetDoork LOL! Nice. Yes, everything you do in your Get business is to get people to know, like and trust you.  Your marketing funnels and all ideas have to be centered around this.

2 years ago on How To Use Free Giveaways Wisely

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What would I do in this situation?  Well, if I was a firefighter, I would consider several options. 1. Creative hose uses. 2. Critters in boots 3. Critters in fire protection gear. 4. No awesome firefighter food. (All the good cooks are firefighters.) 5. All the more reasonable and helpful answers below.

2 years ago on Passive Sabotage

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 @Jon Henry My friend that's excellent way to look at it.  In my view, the small stuff matters a great deal to busy small business entrepreneurs who don't have the time or money to cast a bigger net. 

2 years ago on 5 Easy Ways To Improve Your 'Get' Business

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 @Jon Henry It could be a slippery slope for people who don't know what they're doing. A business must always weigh the pros and cons of any serious decision. There are always many variables that must be considered but I believe you should start with "How do we blow away the customer?" Brainstorm that liberally, and then let realities and constraints come into play later, such as "If we do that, it will bankrupt us."

2 years ago on What Are Your Thoughts?

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I love this, Bret.  Zappos is crazy about their Serve business.  It helps when a business starts from a higher calling than just money and truly cares about people.  The culture, products, and service all reflect who they are and why they do what they do.

2 years ago on What Are Your Thoughts?

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LOL!  Oh man that was freakin hilarious! 

2 years ago on What Are Your Thoughts?

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Bingo.  Culture has to change in businesses.  They have to give up some control and trust the people they're serving.

2 years ago on What Are Your Thoughts?

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Without knowing more about why Buy.com does it this way, this method is about attempting to control rather than giving up control to the customer.  The Internet and social media is forcing businesses to better serve people by giving up some control or suffer the consequences. 

 

Dell is a classic case study of this.  In short, their customer service was horrid at one point. They paid the price online.  They got wise and radically changed how they do customer service by giving up control, which turned things around for them over time. 

 

For Buy.com, they need to flex and provide customers as many service solution channels as possible rather than forcing them info Buy.com's preferred channel. 

2 years ago on What Are Your Thoughts?

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 @Jon Henry I think you're dead on!  The value needs to be either within the call to action, around it (accompanying text, video, audio or graphics) or funneling up to it.  Whatever it takes to mitigate barriers to act and build trust should be the focus.

2 years ago on The Importance of Calls to Action

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Look forward to reading Love Works! Speaking of love, thanks for loving on us with the books. Such a treat every month! 

2 years ago on Top 10 Posts And Commenters Of June

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HA!  I think we have a new blog saying!

2 years ago on Top 10 Posts And Commenters Of June

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 @JoshPalcic Yes, a consultation, even free, can be too much because in your "Get" business people are skeptical and lacking trust. You need to build their trust and gain some rapport and warm them up to the idea of a free consultation.  This can be done in many ways. 

2 years ago on The Importance of Calls to Action

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Glad they're helpful!

2 years ago on The Importance of Calls to Action

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I love this, Joshua!  Strong leadership creates strong teams, which serve their customers with excellence.  When I go to a business and receive bad customer service, you know what I often think about?  How bad their leadership may be.  Great post!

2 years ago on Customer Service From the Top Down

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@Chadrick Black Man this was superb to read! This reminds of the saying that luck is when skill meets opportunity.

2 years ago on Taking Chances

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@Joseph Lalonde That's fantastic. Think you'll try your hand at it again one day?

2 years ago on Taking Chances

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@Whitney1 As a coach myself, I echo what Chris said. Be confident in yourself, focus on the people who are serving or want to serve and don't worry too much about the competition.

2 years ago on Taking Chances

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You're too kind dude. Proud to be here!

2 years ago on Taking Chances

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The more entrepreneurs I talk to and read about, the more I realize it's fearful for everyone of us.  It's just not something we talk about a lot.

2 years ago on Taking Chances

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Thanks, Lily.

2 years ago on Taking Chances

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Several risks I've taken come to mind, but I have to say the thought of starting a business was exciting and scary for me, but it's working out very well!  That's thanks to my wife more than anyone else, and really, you, Chris for your sound counsel and advice.  Words from you like "be more confident in your business" were really powerful and game changing.  I needed to hear that when you said it. 

2 years ago on Taking Chances

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Totally agree with that!  Surround yourself with people you want to be like and learn from.

2 years ago on Taking Chances

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 @Skropp I like it! Sometimes we just need an experience to propel us forward. Of course we don't want to go on to be like David later on....

2 years ago on Taking Chances

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 @Skropp It doesn't. I tried.

2 years ago on Taking Chances

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Happy July 4th everyone! Serve some cake up to the USA!

2 years ago on Act of Valor

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 @Skropp Excellent points!  On making mistakes, a good way to think about it is using trust as your barometer.  If someone does business with you, you can assume trust is pretty solid until you make a mistake.  You should then automatically assume you degraded the trust and do something immediately to repair it.  That usually starts with open communication and admitting fault.  Then go from there.  It is always about trust!

2 years ago on 3 Ways To Use Social Media To Foster Lifetime Relationships

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 @JoshuaWRivers Absolutely!  At the end of the day, marketing is all about getting people to know, like and trust you, and social media is helping businesses do that quite deftly.

2 years ago on 3 Ways To Use Social Media To Foster Lifetime Relationships

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 @LouiseThaxton And there you have it!

2 years, 1 month ago on A Simple But Powerful Way To Get More Referrals

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