A few years ago I learned that complexity gives rise to surprises (and not the good kind). These surprises push planned activities aside and force us to redo previously completed work, troubleshoot problems, or otherwise set things right (again). Surprises make us reactive. It doesn't take many to utterly derail us and transform our day (or week) into a game of whack-a-mole. Moles pop up…
We’d all like to believe that just one look at our amazing business will generate a magic a-ha moment, but in reality, humans just don’t work that way. We need to warm up to things. This is the basis of the rule of 7. The rule of 7 states that generating viable sales leads takes about 7 positive interactions (or impressions) over a relatively short…
The best businesses seem to sense what the customer needs and immediately respond with value. In fact, they deliver a continuous flow of value. They know that lulls, in which the customer must wait, dissolve trust and feed doubt. Minimizing wait time delivers bottomline results, but wait time can be tough to pin down. It's sneaky. It hides in pathways, in cars & trucks, in…