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The Answer to Success is in the Questions You Ask

In the early ‘90s, I trademarked the phrase “The Question Man™.” I believed then, as I believe now, that the answers to your success lie in the questions that you ask. At that time, I had a great client, Hertz Equipment Rental, that rented backhoes. It was a division of Hertz Rental Car Corporation. The VP of Sales was Bud Howard, who hired me for three consecutive years to work with his team and loved the results. He and I became lifelong friends. While...
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Man Plans, and God Laughs: Be Prepared to Pivot

A few years ago, my opening story for a keynote involved reenacting a CPR scene. CPR is what you use when someone's heart stops beating. In my twenties, I was a volunteer medic in Fair Lawn, New Jersey. The whole point of the story was this: “Look, I'm not here to suggest that you start beating on your customer's chest, but I am here to suggest that you breathe life into their lives. When you do that, there is no...
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Do you know why McDonald’s doesn’t sell onion rings?

Do you know why McDonald's doesn't sell onion rings?
The reason why McDonald's doesn’t sell onion rings is because of the old adage: rinse and repeat. That’s right! If you really want to scale an organization, how can you rinse and repeat the steps so that they’re easily replicable? That is where the profit is. You see, french fries are among McDonald's highest profit-generating items. This is why they do not sell onion rings. Onion rings are not as efficient, and...
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Unlocking Success: How Starbucks Boosted Velocity and Customer Satisfaction

So how can you enhance the customer experience while at the same time increasing your own Velocity? You may have read this week that Starbucks is investing billions of dollars to cut down customer wait times by 55 seconds. Their solution? The new syrup machine. With it, baristas can simply press a button to access milk and ice, eliminating the need to dig into separate containers. That in itself is going to help save 55 seconds per transaction. So, who wins? Well,...
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Surviving Slow Customer Flow: Is It Marketing or Sales That Holds the Key to Success?

When times are tough, and the flow of customers into your business is slowing down to a drip, what's more important: marketing or sales? I had that conversation yesterday with the CEO I was coaching. He sells very high-end custom furniture. Because of the economy, he was complaining that the flow of traffic into his high-end retail stores was at a standstill. He said: “I need to get marketing to get people in here.” I replied: “Well, okay, but what...
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Are You Taking Yourself Out of the Game Before It Even Starts?

This morning, when I got up, I wanted to walk four miles. Immediately, my head started questioning if I really wanted to do it. I had a meeting in two hours, and my knees and hips were hurting. Now, you have to remember I've had several surgeries that fused half of my back, so if there is anybody who has a reason not to over-push, it is me. However, there's a difference between pushing too hard and doing what's necessary...
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The Power Within: How to Create Your Own Energy and Thrive

Imagine being 14 years old, diagnosed with a condition causing immense pain and grief. That's what happened to me when I was 14. It was a speech impediment, preventing me from pronouncing the letter “R.” It was so painful and led to a lot of ridicule in my life. In fact, they called this impediment Rhotacism or as I called it, “otacism.” Can you imagine having this impediment and being given the name Ron Karr? The bullying was relentless. I...
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Are You in Alignment with the People You Are Trying to Influence?

Think about alignment for a second. What is the opposite word of alignment? It is resistance. And you can easily see that if you have resistance, Velocity is affected. Let’s talk about resistance. Imagine you're on an airplane, cruising, when suddenly you encounter strong headwinds. What happens to your velocity towards the destination? It's impeded, you slow down, and if the resistance is excessive, you might even struggle to reach your destination. The aircraft might consume too much fuel and...
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Is There an Easy Path to Success?

Does anything in life come easy for us? Yes and No. When we engage in activities aligned with our strengths and skills, they often come easily to us. On the other hand, tasks that we dislike or lack proficiency in can be challenging. However, that is not what I’m talking about here. Recently, I had a friend get a hold of me. Unfortunately, she fell victim to three separate Craigslist scams in a single day, all attempting to sell various...