Monthly Archives: March 2013

First (& Second) Impressions

An Airline CEO has physical and human assets employed to attract and keep customers

Captive Customers

As the leader of your business, you’re concerned about first impressions.  You want to put your best foot forward in early encounters with any new or returning customer.  So you’re concerned about those early touches – your website; how your staff answers the phone; how your automated answering system represents your company; and how your sales people present themselves in that first customer meeting.

Not all CEOs put proper emphasis on this best practice.  Not long ago Continue reading

A New Season

CEOs need to recognize their need for an occasional spring training and to make the most of it

A tool from my past

I’m a baseball fan and the start of a new season is always exciting.  In addition to my interest in the sport, spring training reminds me of a business parallel – a comparison to a business in the mode of re-starting, or re-engineering, or resurrection.  Two of the qualities you want to see in your baseball team during spring training are: Hunger and Health.  Likewise, if you are leading a business with the potential for improvement, it would be good if you are also both hungry and healthy. Continue reading