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Spoiler Alert: This HUGE movie comes out Friday and everyone is speculating about who the  “Winner” will be. Well, I’ve got the answer: You!

That’s right, if you’re a fan, you’ve already won! The writers, producers, director, cast and crew of this epic undertaking (which cost close to $411 million to make) put their blood, sweat, and tears into making this movie with the ultimate goal of making YOU happy.

So congratulations, you’re the big winner!

That’s how the free market works, after all. Somebody takes a risk (sometimes an incredible risk) to create something of value for a customer, and if the customer agrees it’s valuable then the provider of that value ends up getting value in return, most likely in the form of what we call PROFITS! All that focused effort with YOUR satisfaction in mind.

Isn’t that a rather exciting story of its own?

Any time you build a new business, any time there’s an end-use customer getting a product and enjoying it better than a competitor might be able to offer them, you’ve created wealth for our society. So, the best way for you to make money is to create wealth!” – Paul Zane Pilzer, The Fountain of Wealth

 

 

 

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I‘m a huge fan of using guiding principles. In fact, I often suggest trying to replace formal strategic plans with a good set of memorable, actionable guiding principles wherever possible.

You can find more on that HERE if you’re interested.

The idea of forgoing formal strategic plans for a handful of guiding principles may sound a bit far fetched, and granted it may not work for everyone, but when you stop and consider what we’re really trying to accomplish with strategic plans in the first place, which is ACTION, then I think it makes sense to at least take a look.

Here’s what Nordsrom’s did:

In an effort to train its entire team in how to deliver stellar customer service on a consistent basis, they tossed out the giant, three-ring binder that contained all kinds of policies and FAQs regarding customer service. All new hires are now trained with one phrase: “Use your good judgment in all situations.” That’s it.

Of course, there are plenty of stories that are then told in their ongoing training sessions as examples of what kinds of situations might come up, how employees have handled such issues in the past, and what can be learned from both the good and bad outcomes. The guiding principles lead to action, the action can then be studied and refined, and continuous improvement occurs. As the old Shewart Cycle reads, “Plan, Do, Check, Act,” then do it all over again.

Success is a process, not an event, and guiding principles can help keep that process in motion.

I will never put my name on anything that does not have in it the best that is in me.” – John Deere

 

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The Digital Doc Team!

You may recall that over the years I’ve noted my love/hate relationship with my cell phone and many things electronic. Thanks to a newly found, newly-formed relationship with the newly-located team at DitigalDoc.com (178th and Western, right next door to the Family Video), I’m now back in love with my electronics.

I had an blog-worthy customer service experience that I just had to share with you back in December. My son & I ran across Heath and his excellent DigitalDoc.com team as we were renting some Christmas movies for our family. They dazzled me with how promptly they fixed his iPad screen, then absolutely astounded me with how they went above and beyond. You see, he was having an issue with one of the apps on the iPad and they had kindly agreed to see if they could help him get it working promptly as part of the repair.

But it didn’t end there, either…

They ended up spending about an additional hour working to get the thing working for him, 30 minutes of which was after closing time. Simply amazing! Yes, we will be back. Yes we will be referring others. Yes, I highly recommend them to you right here and now. Heck, I honestly can’t wait until my next electronic breakdown just so I can send them some more business!

All joking aside, their whole team seriously impressed me and they are a superb example of what we’ve talked about here often, which is that to have MORE business, simply do GOOD business.

Thanks for the great example, guys!

Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them.”W. Edwards Deming

 

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