Content by Mike Figliuolo
Safely Navigating the Pay-for-Performance MinefieldAvoid booby traps by defining metrics and enforcing standards
Wed, 04/10/2024 - 12:03
Pay. It’s the topic we love to avoid. We don’t discuss it with friends or family. It’s verboten at cocktail parties. Heck, we discuss cancer, religion, and abortion at dinner parties more easily than we talk about our paychecks. We don’t even like…
Are You Telling Customers You Don’t Care If They Die?Don’t risk ruining your business. Eliminate bureaucracy and focus on your customer.
Mon, 04/01/2024 - 12:03
  If you have kids, you know the nauseating feeling of one of them going down for the count and having to rush them to the emergency room. I had that grim experience recently. What I learned from that ER visit is businesses can make very strong…
The Perversion of the ‘Stay Bonus’Avoid making a big mistake bigger
Tue, 03/26/2024 - 12:02
Organizations that use “stay bonuses” as a retention tool could be making a huge mistake. Instead of letting poor performers go, they pay tons of money to keep them. It’s been a rough year in the market. Let’s hit rewind and explore some underlying…
Customer-Hostile Policies Feed Customer-Hostile CulturesDon’t forget who pays for your business to exist
Tue, 03/19/2024 - 00:03
It’s important to have customer-friendly policies if you want to have a great customer service culture. Your policies drive team behaviors, so be sure they’re consistent with the brand you want to put forward. I’m going to hark back to my recent…
Gurus, Ninjas, and LosersLosing credibility one business card at a time
Wed, 03/06/2024 - 12:01
Many people proclaim they are gurus, ninjas, and other silly titles. Giving yourself such a title can cause people to lose respect for you, and it can cost you credibility. Titles matter. A lot. So do email addresses and signature blocks. As…
How Your Leadership Philosophy Can Defuse Future CrisesCreating a guiding maxim helps your people think ahead, too
Tue, 02/27/2024 - 12:03
Managers who establish clear expectations and rules that are communicated to team members find it easier to deal with employees when they violate those rules. What follows is an excerpt from my book One Piece of Paper: The Simple Approach to…
‘No Longer a Customer’ ServiceThe customer isn’t always right
Mon, 02/12/2024 - 12:03
Is the customer really always right? We throw that comment around haphazardly without truly considering the ramifications of such an approach. I’d submit that they’re not. There are plenty of times the customer is wrong (and sometimes, very much so…
New Business Idea? What’s Your Problem?Focus on solving defined problems and increase your chances of market adoption
Tue, 01/30/2024 - 12:03
If you have a new business idea, I’m excited for you. If you ever want to get it off the ground, however, be sure you have a problem. A real problem. I know that sounds cryptic. Allow me to explain. When I hear a new pitch, the first question I ask…
A New Year’s Resolution to Improve Your BusinessOf bread, lawn mowers, and cheap customers
Tue, 01/23/2024 - 12:03
By eliminating low-value work from your life, you can focus on more important things. Get rid of difficult customers and focus on driving your business instead. To get your new year started right, I’d like to share with you what I’ve been taught by…
You Call Them Business Partners, But Your Contract Says OtherwiseEnsure your contract is fair in both directions
Wed, 01/10/2024 - 12:03
Your legal department is screwing up. Royally. You work hard to build relationships with other businesses. How many hours do you invest getting closer to partners, customers, and suppliers? And then that wonderful handshake happens, and it’s time…