Rule of Crumb Video Series

The Rule of Crumb video series focuses on some of the salient aspects of my solutions for businesses and employees. This short series featured on YouTube by Enta Solutions offers a brief glimpse into some of the issues and concepts I regularly speak and write about.

The “Customer Relationship Diamond” is a process for helping your customers succeed and avoiding the pitfalls that jeopardize your relationships with them. In this video I discuss how to hit more home runs for your customers.

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Mr. Spock could read minds, but without the ability to perform a Vulcan mind meld, can you do the same? It might not be that simple, but in the workplace it starts with conversation about Accountabilities, Powers and Freedoms, Standards of Performance, and Key Objectives.

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Before you hit “send,” take a minute to consider how the receiver will interpret your message. What should you avoid sending by email, and what should you do instead? There’s no substitute for conversation when it comes to building relationships, but here are some strategies for sending effective emails.

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A customer’s experience with us is a spectrum — how delighted or dissatisfied they are with what we’re providing them. Put yourself in your customer’s shoes to understand why they fall where they do on that spectrum. Learn why customers leave and what makes them stay.

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What makes a good leader, and how do we ensure that employees in a leadership role do what’s required of them effectively? Leaders need support and preparation, and can’t just be thrust into the role blindly.

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