Blog | April 2012

Work-Life Balance versus Work-Life Flow

April 20, 2012

I was listening to a interview about Work-Life balance on CBC Radio this week. The conversation spawned from Sheryl Sandberg's (COO of FaceBook) comments that she believes  there is no such thing as work-life balance. In a recent interview, Sandberg shared that she leaves the office at 5:30 every day to be at home for dinner with the kids at 6. In the interview, Metro Morning host, Matt Galloway was talking about Work-Life balance being replaced with the concept of Work-Life flow.

Read more

What not to do if you are running a Customer Service organization

April 17, 2012

I recently booked a flight for my wife on Westjet. For some reason, their website was having a problem and after trying twice, I gave up trying to book online. I phoned their 1-888 number and experienced one of the worst IVR (Interactive Voice Response) experiences of my life.  Basically the system is set up to have the customer book their entire flight by reading to the customer all of the possible options for flying to your destination and back. Once WestJet has extracted this information and priced the flight, then they transfer you to an agent to take your payment information.

Read more

Self Awareness

April 7, 2012

In my coaching business, I often have discussions regarding the personal leadership skills and styles of the executives with whom I work.  There is a plethora of low cost tools and services available such as Myers-Briggs, Kolbe, DISC, and 360o Benchmarks to help executives or a management team understand their leadership style; both strengths and weaknesses.

Read more

Using labeling to productize; Then merchandise your services.

April 1, 2012

A few months ago,I wrote about a client who I helped to create a sales methodology to speed up their sales cycle by developing and selling front end services that substitute consulting revenue for free pilots. Their product was too complex for a simple download and free trial so they were being forced to offer free pilots which were extending the sales cycle and draining their cash. Instead, my client created a few packaged services each at a low fixed price. They limited the scope to reduce the cost and risk while allowing prospects to experience their solution and have a positive experience. Each progressive service built on the previous, to the point where their customer had the ROI evidence that the solution would pay back on both the subscription, implementation and change management costs of the investment.

Read more

© 2014 Meaford Group

Built by factor[e]. Powered by Forge