Leadership Insights from Indiana Jones and the Temple of Doom

Indiana Jones' films are pure entertainment.  Last weekend, my husband, our black lab - Jack, and I watched a marathon of Indiana Jones' films.  It is a fun thing to do during a snowy weekend here in Cincinnati.  Temple of Doom has significant entertainment value, but there are some uncanny leadership insights we can pull out and apply to our respective businesses or even for career planning purposes.  Here are three key insights I gathered:

1. Always be open to change.
Indiana Jones and his accomplices - Willie Scott and Short Round - escape from an incident in Shanghai.  They board a plane, but later discover it was owned by the crime boss they were trying to escape from.  The pilots exit the plane and take all the parachutes with them.  The plane is flying without a pilot over the Himalayan mountains.  Facing death, Indiana Jones calmly figures out a solution to save them.  They end up using an inflatable boat to land on the mountain and ride down the slopes into a raging river.

There's a lot we can learn from this scenario alone as there are many leadership elements woven into it.  Companies sometimes try to operate without a strategic plan.  Or the leadership team knows the plan, but hasn't effectively communicated the plan to employees.  Also, there are alot of changes occurring in the environment - some changes are able to be controlled while others are not.  To be an effective leader, it is important that we "lean forward" and embrace change.  When problems or challenges occur, we need to approach them calmly and confidently, and develop creative solutions using our skills and talents.

2. Do the right thing.
After the dangerous ride in the inflatable boat, Indiana and his sidekicks arrive in the village of Mayapore, a desolate village in Northern India.  The villagers ask for their help in retrieving a sacred stone that had been stolen from their shrine along with the village children who were enslaved at Pankot Palace.  Indy and his team initially were focused on seeking out fame and fortune.  However, after critically listening to the villagers, they inherently knew they needed to adjust their mission.

Businesses today need to operate with an internal compass and do the right thing.  That may mean shifting the mission or objectives as the situation warrants.  Today, many firms are reviewing their strategic plan quarterly because of all the changes in the environment that are occurring.  Businesses need to do the right thing for their stakeholders - employees, customers, suppliers, and shareholders.  Employees want to work for organizations with high ethical standards and integrity.  Customers want to do business with companies that operate in an open, trustworthy manner.  Companies that operate on a strong platform of trust and integrity will naturally attract shareholders and other funding sources.

3. Create an environment of trust.
During their final exit, Indiana and his team mates are trapped on a rope bridge over a river that is swimming with hungry crocodiles.  Many businesses today are facing a similar situation; especially given today's fragile economic situation.  Their finances and employee morale may be weakened.  Competition in many industries is heating up - especially given the global marketplace we operate in currently.  Indiana uses creativity and problem solving to ultimately lead his team out of harm's way.  These are typical technical skills.  But the piece that made the difference was trust.  Indiana had worked to develop an "environment of trust" through consistent performance, communication and interpersonal skills.  Today's leaders need to adopt a similar strategy to help their companies navigate the rope bridges and crocodile infested marketplaces.

There's a lot more insight in this movie.  What are your thoughts?  Did you see any additional insights?

Chrissann Ruehle's firm, Complete Business Strategies LLC, helps companies navigate competitive marketplaces and achieve a competitive advantage by streamlining processes, reducing operational costs, increasing efficiencies, improving productivity, and increasing both employee and customer satisfaction levels.  She can be reached at chrissann@completebusinessstrategies.com or 513-443-2365 for additional information.

Small Business Owners are Optimistic About the Economy - True or False?

It's impossible to miss all the news reports about the sluggish state of the economy.  The reports are on every tv station, newspaper, radio station and most internet sites.  It's a reverberating drumbeat.  Small business owners are holding off on hiring new employees and investing in capital improvements to expand their businesses.  As a result, the economy has stalled.  Business owners are anxiously awaiting the results of the upcoming election.  We're hearing a lot of hype about business owners being pessimistic about the economy, but is this reality?

A good barometer for monitoring optimism is the "Business Books Best Seller List for Small Business and Entrepreneurship" on Amazon.com.  By reviewing the titles, you can get a sense of the areas that business owners are focused on for growing their business and their outlook. 

Here is the top 10 from the list as of this morning:


1. Align Expand and Succeed by Christine Kloser and Lynne Klippel
2. Good to Great: Why Some Companies Make the Leap and Others Don't by Jim Collins
3. The Five Dysfunctions of a Team: A Leadership Fable by Patrick Lencioni
4. Business Model Generation: A Handbook for Visionaries, Game Changers and Challengers by Alexander Osterwalder and Yves Pigneur
5. The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It by Michael E. Gerber
6. Rework by Jason Fried and David Heinemeier Hansson
7. The One Minute Manager by Kenneth H. Blanchard
8. Fish! A Remarkable Way to Boost Morale and Improve Results by Stephen C. Lundin, Harry Paul, John Christensen, and Kenneth H. Blanchard
9. Do More Faster by Brad Feld and David Cohen
10. Rework - wireless version

9 Steps to Work Less and Do More - Book Review

We as a society are working smarter now, aren't we?  We have all this fantastic technology available. Many businesses have downsized and refocused on their core businesses.  Hasn't our productivity improved?  Not necessarily according to the Departmental of Labor (DOL). The DOL released a report in September 2010 that indicated labor productivity declined by 1.8% during the second quarter of 2010 compared to the first quarter, even though hours increased by 3.5% and output increased slightly by 1.6%.   This seems to indicate that we are working longer hours, yet our productivity is actually declining.  What can we do about it?  What is occurring here?  It has been ingrained in our minds that the longer and harder we work, the more we will produce.  Is this a fallacy?

I had an opportunity to read several chapters of the Get-It-Done-Guy's book called "9 Steps to Work Less and Do More" by Stever Robbins.  This book provided excellent insight on this very concept of working smarter.  It is an easy read and is written in such an engaging, humorous and insightful manner that it easily drew me in. 

Here are the nine steps:

Step 1 - Live and work on purpose
Step 2 - Stop procrastinating
Step 3 - Conquer your technology
Step 4 - Cultivate focus
Step 5 - Stay organized - mentally & physically
Step 6 - Don't waste time.
Step 7 - Streamline your tasks & Optimize them
Step 8 - Build stronger relationships
Step 9 - Leverage your strengths & achieve better results

How to Lose Current Customers and Alienate Prospective Clients

Customer service seems to be hot topic for many businesses now.  I recently stumbled across an interesting article on customer service on MSN Money.  The article was titled "2010 Customer Service Hall of Shame".  MSN Money has been performing this study for the past four years which showcases companies that are doing well at customer service and identifies ones that are failing. 


I have had several bad customer service experiences lately and the article resonated with me.  I was forced to STOP and ask - What can we learn from these experiences?  Dale Carnegie published a book called "How to Win Friends and Influence People".  There are many concepts that are very relevant to our topic here.  If we take the wisdom from this book and flip the tools over, we can uncover some hidden gems...

6 Ways to Make Customers Dislike Your Business...

1. Focus only on you and your business.
Your single purpose is to sell, sell, sell your products or services. Whether the customer needs them or not.  Regardless of whether they are aligned with the customer's objectives or not.  The marketing and sales game is all about you, your business and your processes, not the customer.

2. Assume you know your customer's business better than they do.
You and your associates are the expert in all things business.  You know more about your customer's business than they do.  What is the real value in asking them about their goals, objectives and dreams for their business?

3. Forget the customer's name (intentionally or unintentionally) and/or misspell it.
I attended an orientation for SEBC Leadership 21 for the West Chester - Liberty Chamber Alliance last night.  We did an exercise called the "Name Game" inwhich we received tools to help us learn and recall the names of people.  It was a valuable exercise for all team members!  Our instructor commented that people love to hear their names because it is music to their ears.  Develop a system for remembering your customer's name.

In that same vein, make sure you use the correct spelling of a customer, employee or prospective employee's name.  I recall once applying to a well respected company for a position and I received a "not interested" letter in response.  But the part I remember most is the fact that they referred to me as "Mr. Really".  Really?  I am really glad I didn't go to work for that company.

4. Don't listen to your customer and don't ask for their input.
By not listening to your customer and ignoring their input, you are missing the opportunity to provide high quality products and services.  You are missing the chance to help them become successful and grow their business.  You are also foregoing the opportunity to develop a "loyal, raving fan".

5. Make the customer feel insignificant.
Every customer is important and they need to feel their business is valued.  And don't forget about your long term customers.  All customers have a choice.  If they don't feel their business is valued, they will choose to take their business to your competitor.

6. Frown
Customers don't want to hear complaints about the long hours, pay, or the ineffective processes at a business.  Customers want to hear about solutions.  Focus on the positive.  Customers want to see optimism.

Hopefully we have given you a lot to think about.  These concepts apply to current and prospective employees too.  Providing high quality customer service is going to play a critical role in helping businesses recover and regain the ground they lost during the recession.  I would love to hear your ideas on how companies can improve their customer service!  Please feel free to send me an email:  chrissann@blacklabventures.com.

6 Tips for Increasing Customer Engagement and Loyalty

What is your strategy for growing your business? Are you focusing on your current customer base or hunting new customers?

Last week I had the opportunity to participate in a "tweetchat" or meetup on Twitter concerning the topic of "customer service". This discussion is held every Tuesday at 9:00 p.m. E.S.T. Search for the hashtag, #custserv, on twitter and you can also join in this educational discussion. During the discussion, it was evident that customer service is critical to customers and a key differentiator for firms. If a company can provide high quality customer service, this is a great way to stand out in today's competitive and crowded marketplace. Companies can increase customer engagement by providing knowledge and information so customers can solve their problems. Effectively, the company representative becomes a resource and true business partner to customers. After some reflection, here are some tips on increasing customer engagement:

1. Help the customer identify and clarify their needs and challenges.
In my consulting experience, I have found that asking clarifying questions is critical to the success of a project. You can serve as a valuable resource for a customer by asking clarifying questions. Clarifying questions often start with WHO, WHAT, WHERE, WHY, WHEN and HOW. Closed ended questions typically elicit a yes/no response and show the "symptom" rather than the real issue. If used effectively, clarifying questions can uncover the real issue rather than a symptom, which is often where people start and stop their analysis.

2. Identify opportunities to educate the customer.
It has been my experience that educated customers are frequently loyal customers. Or if they are not current customers, education often smoothes the conversion process. Loyal customers can serve as brand ambassadors for your firm and are an excellent source of referrals. Educate your customers on how to use your product or service. Look for ways to help them solve systemic challenges. Help your customer to become a hero and problem solver in their organization.

3. Show the customer respect.
It sounds simple enough. This weekend I had a very poor customer service experience with a business. I had been a customer of this business since 1991. However, this business made some mistakes recently and took advantage of the situation. I personally visited the business on Friday last week to negotiate and hoped for an amiable resolution. This business refused to admit there was a problem or take any responsibility for it. Needless to say I did not perceive that my business was valued or important. This is not the way to create positive relationships with customers.

4. Listen to your customers.
I have seen many companies operate in a vacuum. They rely on their product management or marketing departments to generate new product or service ideas instead of reaching out to customers for input. Consider establishing a customer advisory board to provide input and feedback on new product and service ideas. Another channel for innovation is your sales team. They are out in the field interacting with customers and are often a rich source of insight.

5. Change your perspective on problems.
I had a friend who worked for a software development company. She expressed concern that the software occasionally had bugs which were discovered by customers. Her co-workers were often stressed by this issue. However, my friend had a different perspective than her co-workers. She looked at it as a learning opportunity for the company. When the customer called in with the issue, she handled the call very calmly and proceeded to ask the customer questions about how they would like to see the software function. She was successful in shifting the customer's focus from "problem" to "resolution". By utilizing this approach, she was succesful in uncovering some outstanding software enhancement opportunities. In turn, the firm listened to its customers, implemented those changes, and as a result, created a very loyal and engaged customer base.

6. Follow through on your commitments.
Employees at many companies are very busy these days. Companies have downsized and employees have to do more work with the same or even less pay levels. It is very easy to make a commitment and forget to follow through, given the hectic pace at many companies. However, your customers remember discussions and commitments that are made. As a professional, you can stand out from your competition by simply following through on your commitment. Whether it is providing follow-up information or introducing your customer to a potential networking partner, or whatever the case may be. By following through on your commitments, you will convey your professionalism and the high value you place on the relationship with your customer.

It's a simple formula: Increase customer engagement and loyalty by becoming a professional resource for your customers!  I would love to hear your ideas on increasing customer engagement.  Please drop me a line at chrissann@blacklabventures.com.

How to Transform Your Business Through Knowledge

What's keeping you up at night in thinking about your business? Are you concerned about growing your business and attracting new customers? Or fully engaging your team so you can pursue new business?  I've been hearing these concerns a lot and received many comments from my post about Lessons on Creating Learning Organizations.  The common denominator was that business owners are working "IN" the business rather than "ON" the business.  It is critical to the success of the business that we examine vision and strategy of the firm, in addition to day to day activities.

The National Small Business Advocate published its Mid Year Economic Report in July 2010. 400 small businesses in different industries and states participated in the study. The goal of the survey is to provide a snapshot of how small businesses perceive the current economy.  It was surprising to learn that 59% of the respondents expect the economy to remain flat over the next 12 months. Small business owners do not have a lot of confidence currently.  According to the survey, the #1 challenge facing business owners is economic uncertainty (73%).  Other factors listed in the survey included: declining consumer spending, cost of health insurance benefits, federal taxes, and lack of available capital.

How are businesses addressing these concerns?
According to the survey, 37% are implementing new advertising and marketing strategies, 34% are expanding internet and e-commerce capabilities, and 30% are forming strategic alliances.

In reviewing this study, it appears that business owners are feeling a lack of control over the business environment. Business owners can increase their sense of control through the following initiatives:

1. Review/Revise or Develop your Business Plan. Pull your business plan out of the drawer and review it. Does it reflect your current business, or does it need to be updated? If you do not have one, now is the time to develop one.  It's time to think strategically about your business.

2. Refine or Develop your Marketing Plan. Given today's competitive marketplace, you need to have a marketing plan that effectively addresses your market, competition, market segmentation approach, marketing strategies, and metrics for measuring your success.  All of your marketing activities should work in concert to drive business for your company.

3. Develop relationships with your banking, accounting and finance professionals now. This will help position your firm so you have the relationships in place when you need to secure financing for your business. 

4. Develop a plan for retaining and engaging your employees.  It is important that you take good care of your employees and focus on creating a positive work environment to retain top talent.  The Cincinnati Enquirer recently conducted a survey of top workplaces in Greater Cincinnati.  The common denominator among top ranked firms included fostering cultures of trust, values, ethics and open communication.  Does your culture reflect these types of values? 

One key to growing and sustaining your business is working smarter and leveraging knowledge. As we say in our house, we all need to get better every day. Please feel free to drop me a line at chrissann@blacklabventures.com if you would like to share additional ideas.

Lessons on Employee Motivation from the Dog Park

Our family took Jack, our new 1 ½ year old Lab, to the dog park this weekend. There were dogs that were wearing flag bandanas and it prompted me to reflect on the importance of Memorial Day. I would like to take a moment to recognize the soldiers and their families that have served or are currently serving our country. 

My husband served in Operation Enduring Freedom with the Ohio National Guard and was deployed to Southeast Asia in 2008, so I understand the sacrifices they make for our freedom. Thank you to all the families and soldiers for your service. Deployments are extremely challenging, but they can also be an excellent time for personal growth. Over Memorial Day weekend in 2008, 30+ military wives and families participated in a 5K run/walk event in Columbus, Ohio. They had special t-shirts created to recognize their soldiers. Concurrently (plus or minus a few hours), the soldiers ran a 5K race over in the Southeast Asian desert. Despite the daily struggles related to a deployment, the spirit of the family members remained strong, they were able to successfully overcome challenges they faced. They had a passion to succeed and fires in their belly so to speak.

As leaders, isn’t that what we want for our business? Employees with a passion to succeed and the expertise to overcome challenges. How do we get there? The dog park provides much wisdom on techniques to motivate employees.

1. Provide an environment of fun and play
As leaders, we should look for simple opportunities to create fun and play in our day to day work. Laughter is a terrific antidote for stress. It is a direct path to joyfulness. Employees who are working in the “joy zone” will achieve greater creativity, innovation, and productivity. There are numerous instances of play at the dog park. Some dogs are playing fetch, others are resting quietly in the shade, and some are lying happily in a puddle next to the water fountain. Their natural talents and abilities emerge when they are playing.

Lessons on Leading Change from the Dog Park

Over the past few blog posts, I’ve discussed lessons on business from the dog park. Visiting the dog park on Sunday afternoons has become a tradition for us. My black lab, Jack, and I both look forward to spending quality time together in addition to the social aspects of the visits. This weekend, there was a large turnout of dogs and their owners, and as a result, there was a tremendous level of activity. Some dogs were playing toss and retrieve games with their owners. Others were frolicking in the water. Some were resting quietly in the shade.

In many respects, this scene reminded me of organizations today and the challenges that leaders are facing with respect to leading change. The marketplace is rapidly changing. Customer preferences are shifting. The ways in which consumers obtain information about products and services is evolving. Technology is rapidly being transformed. Decision making is moving at a significantly faster pace. These market dynamics can create significant challenges for firms. Today’s leaders need a comprehensive strategy for leading change in their firms in order to maintain or enhance their competitive advantage. I have included three tools for the leader’s toolbox.

Initiate a formal mentoring program
This program should target both new employees as well as employees who wish to further develop their careers. Employees need to cultivate positive working relationships in order to thrive in this new, dynamic environment. The mentor can assist the new employee in assimilating to their new work environment by teaching the new hire the unwritten behaviors and actions that lead to career success at the firm. This can also serve as a professional development opportunity for the “mentor”. It is a way to show the “mentor” that they are a valuable employee and serves as a catalyst for developing their leadership skills.

There were several dogs at the dog park that stepped into this role, including Jack. He greeted new dogs when they entered the park, walked beside them to the play area, and “introduced” them to the other dogs. This helped to alleviate fears and smoothed their transition to the park.

Organizational systems should be fluid enough to embrace change
Has the mission and vision of your firm changed? Do your mission and vision statements reflect your current organization? Perhaps your company has entered new markets, industries, or even introduced a new product line. If the firm has changed its focus, it is important this information is clearly communicated to employees.
When was the last time the leadership team reviewed employee job descriptions and the organizational structure? Does the company’s job descriptions match employees’ current roles and responsibilities? Has the firm’s performance management system been adjusted to reflect shifting roles and responsibilities? If not, these are key areas to focus on from a leadership standpoint.

Employee Engagement Lessons from the Dog Park

My black lab, “Jack”, looks forward to spending Sunday afternoons at the dog park. It is a treat for both the owner and the dog. Yesterday, it was raining in Cincinnati, yet there were still a lot of people at the facility. I wondered what compels people to come out and stand in the cold rain to watch their dogs play; beyond their basic love of dogs. I put on my business hat and pondered what key learnings would apply to business. After much reflection, it came to me. As business leaders, how can we create an environment in which people are excited to come to work, even on difficult days, and fully engage their natural talents?

Jack and I visited a new dog park this weekend. Upon entering facility, there was a sign that provided guidelines for using the park. We stopped to read the sign and observed other dog owners and their pets. Our goal was to identify both the written and unwritten guidelines for the park. This prompted me to think of new hire orientations and on-boarding. As business owners, we need to communicate our expectations to new employees upfront. It is important that new employees learn both the written and unwritten policies and procedures. In addition, we need to help new employees develop positive working relationships throughout the organization. When performance expectations are clearly communicated, employees have a greater opportunity for success.

As leaders, it is critical that we identify employees’ natural gifts and talents, and place them in roles which allow them to freely utilize their strengths. There was a beautiful greyhound at the dog park. He was standing quietly in group and did not interact much with the other dogs. His owner threw a ball to the far side of the park. The greyhound took off running to fetch the ball. He broke into a beautiful, fast stride around the park. The other dogs in the group followed, but the greyhound leaped out in front of them. It was beautiful to see the greyhound striding with such freedom, grace and confidence. Employees inherently want to do good work and feel a sense of accomplishment. We need to look for opportunities and create an environment which unleashes their natural talents.

Another interesting observation was related to learning and knowledge acquisition at the dog park. There were several mini communities that formed. Dogs and owners would cluster around one group for an activity such as a game of tennis ball toss and fetch. One dog started the game while the others watched. The other dogs joined in after a few tosses. After the dogs progressed in their knowledge and mastered the tennis ball game, especially the “teaching” role, they would move on to a new and more challenging game such as Frisbee toss and fetch, and become a “student” again. While the dogs were learning from each other, the owners were sharing their lessons learned in training their pets. As business leaders, we need to search for opportunities to create “learning communities” in our organizations, which fosters relationships and facilitates the lateral transfer of knowledge. Every person has life experiences from which learning can be derived. Additionally, we need continually assign challenging assignments that empower and foster growth in our employees.

Employee engagement can be cultivated through a number of methods. When employees are fully engaged, they can propel your business forward and help you to leap ahead of your competition.

Chrissann Ruehle is Co-Founder of Black Lab Ventures, LLC. A human resources management consulting business, Black Lab Ventures focuses on on-boarding, training & development, performance management, and health & wellness initiatives. Our signature service, called Culture Branding, is a form of employer branding designed to help companies attract top talent and retain employees they already have. For small businesses, we offer our HR Start-Up Kits – a simple and affordable method to achieve an HR presence. We also offer full service packages for mid and large-sized companies, and function as a complement to their HR departments so they can focus on their core business.

For more information, please visit our website at
http://www.blacklabventures.com/ or feel free to call us at 513-443-2365.

Cultivating an “EE Thumb” for Growing Employee Engagement in Your Organization

During this time of year in Ohio and many other areas throughout the country, gardening enthusiasts are busy planning their gardens. Gardening enthusiasts use the term “green thumb” to describe a person who is a gardening expert. The Merriam-Webster Dictionary defines this term as “an unusual ability to make plants grow”. As leaders and managers of our organizations, we can learn from the gardening pros and apply those same concepts to growing employee engagement in our business. We can develop an "EE Thumb".

The economic recession has taken its toll on employee engagement in many firms. Merit increases and bonuses have been suspended.  Budgets have been severely reduced. Employees are feeling the strain and pressure to perform. Today, many leaders are asking what they can do to re-energize, empower, and super-charge their teams.


What can we learn from gardening pros?

1. Gardeners focus on selecting the right plot. Leaders should assess their business model to determine: a. whether they are in the right business or not, and b. identify additional opportunities to expand their business.


2. Gardeners audit the soil. Leaders need to assess their processes, people and technology to ensure they are creating an environment that fosters growth in people and ideas.


3. Gardeners create a plan and they work the plan. If leaders wish to fully engage their employees, it is critical that they create a plan. Success requires planning, patience and persistence. Employees crave recognition and praise.


4. Gardeners ensure their garden receives a sufficient mixture of sun and rain. Leaders should celebrate company successes and dedicate sufficient time to learn from mistakes and failures so the company can continue its forward movement. Leaders need to create a positive environment in which employees are encouraged to grow and learn from problems.


5. Gardeners dedicate time for weeding. As leaders, it is critical that we routinely monitor engagement and search for opportunities to weed out destructive processes, procedures or negativity in the firm.


By developing a game plan and implementing systematic processes, leaders indeed will develop an EE-Thumb for growing employee engagement in their firms.

Chrissann Ruehle is Co-Founder of Black Lab Ventures, LLC. A human resources management consulting firm, Black Lab Ventures specializes in providing organizational development, onboading, training and development, health and wellness solutions, in addition to our Black Lab Culture Branding services for businesses. For more information, please visit our website at http://www.blacklabventures.com/ or feel free to call us at 513-443-2365.

Are You Listening To Your Customers?

The holidays have come and gone. Many people are returning to their business routines. January is a good timeframe to review/refine your goals and objectives for the upcoming year. Establishing and maintaining customer loyalty is a key area of focus for businesses; especially since many companies suffered financial setbacks in 2009.

What’s the value in actively listening to your customers?

Implementing this initiative often requires a change in your company’s culture. In order to shift the mindset and approach for relating to your customers, the senior management team needs to be engaged and visibly demonstrate their commitment to this initiative. This approach offers several key values to the firm including:

1. Enables you to develop a long term partnership with your customer.

2. Empowers your firm to transition from being a vendor that provides basic services or products, to a true business partner in helping position your customer to take advantage of future opportunities.

3. Enhances your knowledge of your customer’s business and creates a channel for generating new product and service ideas.

Reasons companies don’t activity listen to their customers.

There are a number of reasons why firms don’t actively seek out ideas and feedback from their customers. I travel frequently for business and interact with a variety of service providers such as airlines, rental car companies, hotels and restaurants. Based on my experience, here are some observations:

1. The service provider behaves in an arrogant manner during customer interactions. In the background, there is an attitude of “We are the experts and possess all knowledge about our service. Therefore, our customers cannot add value to our offerings because they don’t understand our products to the same degree that we do”. Or more a more ominous reason…”As a customer, you don’t really have a choice. You must accept our service as it is.”

2. The firm believes they do not have the resources to effectively implement this new product or service.

3. Employees assert this is the way we do things here at our company. Our success has worked in the past and it will work for us in the future.

Companies that provide high quality, customer-centric interactions stand out in a crowded marketplace and garner loyalty from frequent customers, such as myself.