SimpleBiz360™ Podcast

Does Your Company Promote a Different Experience Than It Delivers? OMOQ #18 Dec 19, 2024

How often does your company check to see if marketing, social media, sales, and service are on the same page? In other words, does the picture in your menu match what the kitchen delivers?

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Does Corporate Internal Language Match Customer-Facing Language? OMOQ #17 Dec 16, 2024

Is your company casting a cryptic net by confusing customers with internal jargon they are unfamiliar with? If so, then maybe it’s time to get everyone on the same page!

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Are You Treating Problems as Improvement Opportunities in Disguise? OMOQ-16 Dec 12, 2024

Companies often search high, and low for ways to improve. Sometimes, the
answers are in broad daylight!

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Are You Transferring Too Many Transactional Task Loads to Customers? OMOQ-15 Dec 09, 2024

Often times companies lighten their hourly workloads by casting time-consuming responsibilities over to customers. Are you sure this is the type of customer experiences you want to create?

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How Can You Simplify the Customer Buying Process? OMOQ-14 Dec 05, 2024

Buyers appreciate companies that make their jobs easier. What are some of the ways your company can streamline the buying process for your customers?

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Imagine the Benefits of Seeing Your Company in Slow Motion? OMOQ-13 Dec 02, 2024

Professional sports use slow motion technology to assist with accurately analyzing gametime activity. Imagine the improvement opportunities businesses could uncover by seeing transactional activities in slow motion?

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How Do You Teach, Train and Coach the Art of Saying Thank You? OMOQ-12 Nov 29, 2024

How does your corporate culture teach, train and coach associates on delivering sincere customer gratitude? Should leaders leave expressions of appreciation up to chance, or certainty?

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Is Thanking Customers a Mindset of Your Corporate Culture? OMOQ-11 Nov 25, 2024

This one-minute question invites you to double check your stated expectations, against what the customer actually experiences. Do they match up? Do they marry with each other? Do they connect?

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Are Your Deliverables Matching What You Promoted? OMOQ-10 Nov 21, 2024

This one-minute question invites you to double check your stated expectations, against what the customer actually experiences. Do they match up? Do they marry with each other? Do they connect?

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Does Your Business Communicate Expectations to Customers? OMOQ-9 Nov 18, 2024

Today we zip through a 60-second challenge asking you to be the customer. Simply ask yourself, as the customer, do I clearly understand the what, when, where, and how this transaction is happening?

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How Often Do You Ask Sales and Service Personnel for Improvement Ideas? OMOQ-8 Nov 14, 2024

The Sales Force, and Customer Service Department interact with customers more than any other personnel, yet their input is often ignored in board room planning sessions. How often does your company use ideas from the teams who deal with your customers the most?

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How Often Do You Learn from Customers? OMOQ-7 Nov 11, 2024

When was the last time you asked a customer what they did not appreciate about doing business with your company? This OMOQ installment invites you to discover customer-pleasing corrections, simply by consistently asking customers a loaded question.

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Are You a Business Streaker or Results Finisher? OMOQ-6 Nov 07, 2024

We spend this next minute questioning the consistency of seeing things through to the end. Are you streaking customer projects to the twenty-yard line, and then disappearing for a few days, forcing customers to poke you, nudge you, and tug at you, just to finish the job?

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What If Customer Stewardship Replaced Customer Service? OMOQ-5 Nov 05, 2024

How much emphasis are we placing on respecting customer time, and money? Should we design service departments, or stewardship departments?

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One Minute One Question (Q4): Did You Ever Consider the Differences Between Listening and Hearing? Oct 31, 2024

Today’s one-minute trip looks at customers who may be left wondering if we just heard them, or if we are really listening to them? What say you?

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One Minute One Question (Q3): Have You Ever Challenged Yourself to Do More Thinking? Oct 29, 2024

This 60-second chin-rubber asks us to contemplate how much time we devote to deeply thinking about our business? Copying & pasting, and clicking & dragging have their place in business, but how often is critical thinking the horse that pulls our business wagon?

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One Minute One Question (Q2): Did Your Ever Consider Swimming Upstream? Oct 24, 2024

Our one-minute adventure focuses on our aptitude for doing a little upstream swimming. Is following conventional wisdom always the right direction?

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One Minute One Question (Q1): Is Your Business Company-Centric or Customer-Centric? Oct 22, 2024

Our one-minute journey looks at the epicenter of who receives the majority of the benefits from the services you render? Do you put more emphasis on having your services benefit external customers, or internal associates?

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One Minute One Question Starts October 22nd Oct 18, 2024

Join us October 22nd for our new format called One Minute One Question. We ask…you answer!

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Episode #260: THE SUMMARY OF 35 YEARS Oct 10, 2024

Understanding the causes of bad customer experiences has been my focus for 35 years. Learning how to identify, avoid, correct, and reverse these experiences has been my passion.

Buyers are starving for business partners that can simplify the buying process. More importantly, customers crave partners that are professional stewards of customer time, and money. Delivering on these buying desires are the golden eggs of business. After 35 years of focus, and in my opinion, the bedrock of this success can be found in the consistent execution of three, very simple business tasks. Becoming a champion of this trifecta is a mindset. Adopting this mindset will lead you to a long career that will be filled with a bounty of repeat, and referral business. Consultants and coaches are great, and I am in favor of their services. However, if you want an inexpensive fix, that can redirect the trajectory of your business overnight, then please enjoy this short podcast that shines a light on three, simple, customer-pleasing behaviors.

Thank you for listening to, and watching our podcasts over the past five years. We are saying goodbye to our weekly broadcasts for now. It is our hope that the mindset of “continuous improvement” will become your business partner. Cheers!

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Episode #259: THINKING WE DID WHAT WE NEVER DID Oct 03, 2024

#3bti5m #3biztips
How many well-intentioned thoughts never convert into actions? Better yet, how many times do we convince ourselves that we actually executed these actions?
After 35 years of closely observing various business situations, it appears the divide between thoughts and actions is growing wider. Who really knows the reasons why, but the trend is crystallizing right before my eyes. Many times, we think we said hello, but we didn’t. Or, we think we volleyed a reciprocating question, but it never came out of our mouth. Or, we think we
sent that email, when in fact we did not! This trend seems to be affecting our professional and personal lives. As the Experience Economy puts more, and more weight on impressions from the transactional micro-journeys, the necessity to parlay thoughts into actions grows stronger for each professional operator. Join us for an “out of the box” episode that will stimulate some thinking, and actions.

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Episode #258: INITIATING THE CUSTOMER EXPERIENCE Sep 26, 2024

Companies like having “LEADERS” on their team. So do customers.
Leadership gets in front of the mission, and then leads. Customers pay good money for business stewards who can manage their purchases in the same fashion. Considering each customer buying experience contains dozens of micro-journeys, then it behooves vendors to learn how to initiate big, and small components that create the customer experience. In other words, vendors should initiate everything from simple greetings, all the way up to detailed follow up. The more vendors can initiate, the less vendor responding has to be performed. Less responding creates happier customers, and better customer experiences. Why? Because vendor leaders who are initiators demonstrate good stewardship over customer investments. Get in the habit of initiating in all components of customer care. Start by saying hello to your customers (by name) before they say hello to you. Enjoy!

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Episode #257: Kelly Johnson – Giving Back Through Inspiration Sep 19, 2024

Kelly Johnson shares her commitment to making a difference for people, and the for the future.
Athlete. Competitor. Creator. Founder. Philanthropist. Fundraiser. Giver. Kelly Johnson deserves all these descriptions. However, “Encourager” is my favorite way to paint a portrait of Kelly. Whether it is through her foundation, or her weekly podcast, Kelly Johnson is always finding ways to encourage others to fulfill their potential. Join us for this “feel-good” episode that centers on paying gratitude forward, and inspiring others.
KJF WEBSITE: http://www.kjfwi.org/
KJF LINKEDIN PAGE: https://www.linkedin.com/company/kelly-johnson-
foundation/
DAILY GRIND PODCAST: https://www.direct.me/dailygrindpod

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Episode #256: MAXIMIZING THE LIFE-WORK BLEND Sep 12, 2024

Do you live to work, or work to live? No matter what your answer is, we encourage you to adopt a healthy balance between life and work.
Have you ever given this topic much thought? After all, automobiles give us years of extended service, and smooth rides, simply by being taken care of properly. What about people? Are we that much different? Human bodies are complex, and wonderfully made, and they too will tend to operate more smoothly if they are taken care of properly. As we near the end of our weekly podcast, we encourage you to imagine a routine workday that goes better, simply because your body is in better health. We contend that a healthy diet, and regular exercise will lead to a better day on the job. It’s time to start changing your body if you want to maximize your workday experience. Have a great day!

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Episode #255: CREATING EASIER BUYING DECISIONS Sep 05, 2024

What usually happens when wholesale vendors reduce decision complexities for retail buyers? The answer is growth. Why? How? Join us as we take a look at these answers.
In Episode 226 we highlighted a concept we put to the test with 550 potential retail dealers. Now, 31 weeks later, we are sharing our exciting results with you. The magic of these results is directly tethered to a customer-centric formula that respects the time of buyers. 2014 was the
first time I ever tried deploying this concept. One year later this approach generated an additional $72,000 of personal income for me. We are excited to share this idea, and our recent results. Cheers!

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Episode #254: BE IN THE PRESENT! Aug 29, 2024

Societal trends continue to replace, and affect the best practice mindsets of the 2024 marketplace.
Paying attention, listening, hearing, and delivering exceptional customer service is fading into the 2024 sunset. Why? There could be many reasons, but one is the awful practice of answering our social media dings! From the board rooms to the service desks, to executive suites and loading docks, workers are disrupting business flows to check in on our social media. This
alienates customers, causes money-losing problems, and hurts the reputation of our businesses. What started in homes, at dinners, holiday gatherings and backyard get-togethers, is quickly infecting the commerce landscape. We encourage spouses, parents, relatives, teammates, associates, executives, and sales reps to BE IN THE PRESENT! Experience the experiences of life and work.

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Episode #253: CUSTOMERS WANT COMMON SENSE VENDORS Aug 22, 2024

Simple. Logical. Satisfying. Desired. So why is common sense often overlooked by companies?
Company-centric enterprises often bypass logical, and customer-pleasing processes in favor of the almighty dollar. Customer-centric businesses often inject simple, logical, and satisfying machinations in favor of delivering superior, transactional experiences. Customers love this approach, and they will reward vendors who demonstrate an affection for common sense. Join us as we unpack this topic. Cheers!

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Episode #252: Tiffany Luck – Embracing Entrepreneurship & Adventure Aug 15, 2024

Tiffany Luck shares valuable insights about her journey to become a business owner.
We are privileged to hear this story of vision, self-confidence, planning, determination, bouncebackability, and regret. It all started by embracing work as a profession, and not just a job. Coupling this professional attitude with transferrable skills, and fueled by an adventuresome mindset, Tiffany carved her path to workplace independence. What is Tiffany’s only regret? The answer is not becoming a business owner earlier in her career. We hope Tiffany’s zest for life will serve as a contagious spark for many viewers and listeners!
WEBSITE: https://tiffanyluck.glossgenius.com/

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Episode #251: JUST “CANDO” IT! Aug 08, 2024

Behind the scenes, “mindsets” create the rudder for the majority of business leadership.
Rigid dispositions can benefit, or damage companies. Closed mindedness is one of those damaging postures that can play havoc with delivering healthy, and satisfying, customer experiences. How many times have heard, “we can’t do that” ring from the boardroom. Often times we hear this response, because it is just easier to keep things status quo! This show
encourages our audience to flip “CAN’T DO” around, and start adopting a daily mindset of “JUST CANDO” it! It is really quite simple to do! Customers love it!

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Episode #250: AVOID MULTITASKING DISRESPECT Aug 01, 2024

Respecting customers hinges on putting their time in the middle of the spotlight.
Vendor multitasking has become a “sticky” topic for many customers. Why? Because vendors blatantly performing multiple tasks during customer-engagement is on the rise. Customers don’t want to have their time wasted while vendors talk, type, walk, eat, and delegate during a
phone call, or face-to-face meeting. Vendors may think it looks, and feels important, but the joke is on the vendor. If you want to avoid the dreaded Silent Business Killers (SBKs), then start treating customer-engagement with proper respect.

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Episode #249: AVOIDING UNNECESSARY BUSINESS GRAVES Jul 25, 2024

Sometimes, the answers to business longevity are tucked inside simplicity.
Far too many businesses enter the “Business Boneyard” prematurely. Many of these early marketplace departures result from the lack of using “best practices.” Today we encourage all professionals to acquire a thirst for continuous improvement through seeking out “best practice” knowledge. Adopting this mindsight will yield higher, and longer returns on the investments of time, money, and effort. Cheers!

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Episode #248: BOUNCEBACKABILITY Jul 18, 2024

Sometimes, we need to ask different questions to get the answers we are looking for.

Let’s be honest, in business we all face adversity. Additionally, we all need to be able to bounce back after experiencing these adversities. The common question is, how? The uncommon question is, how can we avoid some of these situations altogether? With no universal, plug-and-play formula to lean on, we all have to find our own ways to manage workplace setbacks. Today we share three insights that allow us to prevent, and rebound, from sticky situations. God bless you and your families!

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Episode #247: GRANTING SECOND CHANCES Jul 11, 2024

Enjoy these three business takeaways that resulted from some creative observation at a recent holiday gathering.
Life and work have so many behavioral similarities. After all, at the center of every human interaction is an “experience.” Today we share a short story that touches on human integrity, opportunity, and grace. We encourage you to live a work-life that is rich with redemptive invitations. Executives, customers, teammates, and associates need more business leaders that
grant second chances. Cheers!

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Episode #246: STURDY OR SLIPPERY? Jul 04, 2024

Is our advice coming from rock-solid business voices?
Today we lean into the sources we select to influence our business behavior. With so many options, so much cyber noise, and so many personalities, are we actually gravitating to healthy advice givers? Pump the breaks for a few minutes, and consider the questions this show presents. In the end, we leave you with our top picks (three) for receiving helpful business wisdom! Happy Independence Day America!

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Episode #245: THE CURRENCY OF CUSTOMER EXPERIENCES Jun 27, 2024

Today we look at the “golden thread” of business.
Time is a broad topic that can be valued, or wasted. What happens when we waste customer time? Do we give enough credence to thinking about the ways we waste customer time? What could happen if we started prioritizing the respect of customer time? Join us for a short show that examines how we can elevate customer respect, and weave a tapestry of strong repeat and referral business success.

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Episode #244: P234 BUSINESS MAPPING Jun 20, 2024

How can we use God’s Word to deliver customer-centricity?
Today we glean some excellent business guidance from the scriptures. God’s Word is packed with unshakeable wisdom we can use in our business endeavors. Today we share the “P234” mindset that can provide a solid path to delivering customer satisfaction. Without happy
customers, our businesses will quickly end up in the boneyard. Enjoy what God has to say, and we encourage you to give P234 a try!
Correction: Mission City Church is actually Passion City Church! Sorry Chris and Louie!

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Epiosode #243: FIRST IMPRESSION FITNESS Jun 13, 2024

First encounters carry enormous weight in the Experience Economy.
If we stop and think about our own lives, it becomes easy to recall situations where we were initially greeted with a jarring dose of “Bad Mojo.” Whether we were taken aback by words we heard, images we saw with our eyes, or self-centered personalities that turned us off, it was hard to erase what became etched in the mind’s eye. Today we invite you to explore our “3V” approach to making the most of a new business encounter. Cheers!

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Episode #242: DEFEATING DISBELIEF Jun 06, 2024

Join us for seven tools that can change the health of business.
Thanks go out to Lanier Business Products for giving their employees valuable tools to combat customer doubt. Myself, and many ex-Lanier employees use these tools every day. In the 80’s we called this evidence, and today we refer to these as receipts. This show invites the audience
to convert verbal claims into provable statements. These tools will grow customer trust, repeat business, and referral business. Enjoy!

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Episode #241: CAN LESS BECOME MORE? May 30, 2024

Today we zoom in on why narrow and deep inventories might be the answer for growth!
We use M&M candy to illustrate a meaningful mindset that backs up the ability to sell more with less. Today is all about core! Why devote precious manufacturing dollars to low-turn items? Why can’t we leave the “fringe” and “sexy” products for someone else to manufacture? Grab a cup of coffee, settle into a comfy chair, and consider the invitation packed into our short show!

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Episode #240: EXPERIENCE ECONOMY SERIES PART 6 - MEASURING May 23, 2024

Today we wrap up our six-part series on The Experience Economy.
Subjectivity rules the landscape of this economy, so measuring the results of your efforts is challenging. The proof of success will be evident with healthier repeat transaction, and referral rates. The five-phase pathway is a mindset shift, and by shifting, a positive outcome will become organic and natural. Here is quick recap of episodes 235-239 that highlight this process:
Accept The Experience Economy.
Roll out the welcome mat.
Properly stack operational centricities.
Tune into WIIFM.
Deliver top-tier S.E.E.
Do these things, and the customers will respond with favorability. The rest will take care of itself. We wish you much success!

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Episode #239: EXPERIENCE ECONOMY SERIES PART 5 - MULTIPLYING May 16, 2024

Today we cover the GAME CHANGER!
Period.
End of the paragraph.
End of the chapter.
End of the story.
The Experience Economy rewards professionals that consistently perform these three, simple actions. 80% of vendors regularly fail at this. By doing these things, you automatically join a small group of 20%. This small group of businesses will be well-positioned for a bevy of repeat and referral transactions. START TOMORROW, and watch the trajectory of your company change for the better!

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Episode #238: EXPERIENCE ECONOMY SERIES PART 4 - MAPPING May 09, 2024

Installment number four, of our six-part series, examines customer micro-journeys.
Businesses often create dozens of small, customer experiences during the transaction process. It is in these small segments of the purchase that favorable impressions can be won, or lost. Better yet, these components often carry the weight of success or failure in the mind’s eye of the customer. As an example, this episode covers the 39 Standard Experience Events (S.E.E.) tucked inside a trip to sit-down restaurant. Cheers!

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Episode #237: EXPERIENCE ECONOMY SERIES PART 3 - MODELING May 02, 2024

Our third installment of the Experience Economy series is all about finding commonality in a sea of uniqueness.
The golden thread of the Experience Economy is to pre-answer common questions before our customers ask them. Getting ahead of our buyers allow us to demonstrate unparalleled respect for their time, money, and mission. The Pareto Principle becomes a close ally as we all try to tune into WIIFM!

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Episode #236: EXPERIENCE ECONOMY SERIES PART 2 - EMBRACING Apr 25, 2024

Join us for the second installment of our six-episode series about the Experience Economy.

What is the epicenter of our corporate goals and objectives? Do we have our priorities pointing at the right target? Where does customer perception fit into the puzzle of our operational centricities? Do we embrace a company-first, or a customer-first mindset? The Experience Economy is notorious for slowly dissolving companies that consistently focus on internal initiatives, rather than the invoice-paying buyers! This five-minute show looks at how we hitch up our revenue horses to our product carts!

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Episode #235: EXPERIENCE ECONOMY SERIES PART 1 - ACKNOWLEDGING Apr 18, 2024

Join us for the first installment of our six-episode series about the Experience Economy.
What is the Experience Economy? How does it operate? What does it look, and feel like? What do other voices have to say? In this kick-off show we share 10-12 other voices that help us build a foundation of understanding. Once we set the cornerstone, we deliver five additional broadcasts that explore essential ingredients vital to succeeding within this subjective marketplace. We invite you to carve out 5-10 minutes per week for the next month and a half. We are confident these podcasts will be rewardingly fresh, and thought-provoking. Enjoy this series.

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Episode #234:THE UPTICK IN BUSINESS GHOSTING Apr 11, 2024

“Ghosting” is a societal trend that is taking up more office space then ten, twenty or thirty years ago.
Today we find various businesses choosing to ignore difficult customer questions, concerns, issues, and tedious follow through. Buyer frustration continues to mount, as vendors are absent, and unwilling to respond. Companies are utilizing these operational mechanisms with alarming frequency. Bad news is often on the horizon for these operators, as the Experience Economy usually has the last laugh. Companies that consistently “Ghost” customers battle low repeat transaction percentages, and slim referral rates. Don’t get caught modeling this trend…it might send your business to the boneyard!

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Episode #233: OVERCOMING WORKPLACE SPINIPULATORS Apr 04, 2024

Crafty, cagey, cunning, corrupt, and creative, SPINIPULATORS are a unique breed of business people that cause workplace havoc.
This show offers some tangible ways to survive the ultimate workplace troublemaker. In these five minutes we define the character cocktail that combines the artful wordsmithing of a SPINNER, with the devious scheming of the MANIPULATOR. Shake this cocktail up, and the end result is a nasty, narcissistic, business nemesis driven by self-serving motives. Most of us encounter this business breed a few times during our career. We hope our episode helps you overcome your workplace SPINIPULATOR!

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SimpleBiz360 Podcast - Episode #232: SHARING OUR LEARNED BUSINESS LESSONS Mar 28, 2024

This show touches on the “WISE” versus the “WISER.”
Valuable business stories are one of the greatest gifts we can share with others. This week, we invite story-telling to be part of your life. It’s never too late to start paying insight forward. Step out, and share your lessons learned. What if one of your stories could help a friend, associate, or family member avoid a business snare in the future?

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Episode #231: IS YOUR COMPANY OTP OR ITP? Mar 21, 2024

“Stinkin’ Thinkin” can stagnate companies, leading to unnecessary financial woes, and possible extinction.
High-achieving companies are usually habitual, best-practice chasers! Whereas, the “We’re just fine the way we are” companies, often watch the hungry, and eager-to-learn competitors chalk up success after success. Venturing out into the land of new ideas is a mindset that starts at the top of the executive chain. If your company is tired of the “same old, same old,” then it’s time to change the mindset, rev up the energy engines, and start driving your company outside the perimeter in search of continuous improvement.

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Episode #230: THE DANGER OF STRING-ALONG SERVICE Mar 14, 2024

Today’s show is a quick look at why we should avoid of deploying string-along service techniques.
The success of most business transactions is that they lead to repeat purchases, or referrals. So then why do we jeopardize these future events when we service our current customers? Half-truths, and fictitious stories litter the service landscape, as we attempt to avoid an order cancellation. Is this the right way to provide customer-pleasing service? Do these schemes serve the long-term survival of our companies? Today we examine these questions and more! Grab some coffee and enjoy!

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Episode #229: UNDERSTANDING CUSTOMER MICRO-JOURNEYS Mar 07, 2024

The Experience Economy feasts on the effects of the transactional micro-journeys!
Each transaction has multiple touchpoints that create their own customer impressions. At the end of a purchase, many of our companies have faced one, or maybe two dozen opportunities to please, or displease a paying customer. Can our companies identify these micro-journeys tucked inside each purchase? If so, do our businesses chart these? Do we train for these? Why should we even care about these? Join us for some ideas that should cause necessary, pause, reflection, and likely revisions.

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Episode #228:THE SNEAKY TRUTH ABOUT NO COMPLAINTS Feb 29, 2024

Tucked inside our 228th podcast is the Experience Economy poking holes in the myth, that no news is good news!

Silence from customers is not always golden. In fact, this quietness might just be a loud megaphone in disguise. These five minutes ask some who, what, where and why questions. Our hope is for this episode to be an inspiration for making new, customer-pleasing discoveries. Cheers!

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Episode #227: SCOUTING FOR DELIVERABLES Feb 22, 2024

What are customers missing? What are the industry voids, and how can we detect them?
Scouts play a vital role in the military, and the world of sports. Adopting a scout mindset in business can help us detect marketplace voids, fill them, and monetize them. The business community will introduce these opportunities, as long as we listen, observe, and think. That is what good scouts do…they pay attention to their surroundings, and they are always on the lookout for capitalizing on a dropped ball. I started my sales agency 17 years ago, simply because I was paying attention to what the customers were complaining about, and then I formed a simple game plan that addressed eliminating those complaints. Delivering two, simple solutions is still making me good money, and it is still picking up dropped balls from other vendors. It worked for me, and it can work for you.

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Episode #226: SIMPLIFYING BUYING DECISIONS Feb 15, 2024

One day a man came into my tradeshow booth and told me I was presenting the product incorrectly. I listened. I changed, and so did the outcome of my efforts.
This piece of third-party advice changed my income, and the trajectory of a brand. It gives me great excitement to pay it forward in hopes it can do the same for you. I recently deployed this advice again in 2024. So far, the brand I represent picked up 3 new dealers. Grab a coffee, take a seat, and let this third-party advice be a blessing. “The Man in My Booth” changed everything. We will report the totality of results in September 2024. Enjoy!

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Episode #225: Hal Moran – The Beauty of Bird Portraits Feb 08, 2024

We are privileged to invite you on a short journey with a wandering photographer named Hal Moran.
Gifted in writing, speaking, and telling stories with his camera, we are delighted to have Hal share his heart with the audience. Bird Portraits are Hal’s specialty, but glorifying-God is the true heartbeat of this artist. This podcast host is a better man for knowing Hal Moran, and I am quite certain this cliché applies to many other people who know him. Enjoy this entertaining interview with our creative, and talented friend.
WEBSITE: www.halmoran.com

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Episode #224: BUILDING TRUST THROUGH ISSUE RESOLUTION Feb 01, 2024

This show is all about revealing our vendor-value to customers, while turning lemons into lemonade.
Issues can present a bevy of opportunities to put professional capabilities on full display. This episode encourages us to see issues as a glass half full, and not half empty. Issues are not the end of the road with a customer. Instead, they can be the beginning of building a super highway, of long- term business together. Customers want vendors that can solve problems quickly, independently, and creatively. The next time a problem surfaces, roll up those sleeves, and build trust with professional issue resolution. Cheers!

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Episode #223: Mike Bitter – Redoing Life and Business Jan 25, 2024

Mike Bitter shares his personal story, and his passion for enabling businesses to build better processes through technology.
Turning things around is a common theme with Mike Bitter. This interview illuminates the power of change in life, and business. While CRM processes are the sweet spot for Mike’s consulting business, spreading the life-changing message of Jesus Christ is the true measure of this man. Join us to experience the unbridled enthusiasm Mike has for life, and for serving customers in ways that lead to more repeat, and referral business.

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Episode #222: AVOID MAKING EMPTY PROMISES Jan 18, 2024

Lazy phrases are often used to shut us up, and tell us what we want to hear.
Today we look at and empty, casual, and over-used response that we often deploy in life, and at work. In fact, we can almost see this picture in our mind’s eye; the responder is multi-tasking, void of eye contact, and then dribbles a few words that show they could care less about the question! What happens when we subject our customers to that half-baked response? They know that our true intentions have an 80% chance of ending up in the land of empty promises? How about our kids? How many times have we let them down? Take this show to the bank, and deposit some “CHANGE!”

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Episode #221: CELEBRATING OUR CUSTOMERS Jan 11, 2024

How many days, weeks, months, or years go by before we let customer know that we appreciate their business?
The printed “Thank You” post card in the shipment box is a nice display of gratitude, but is it really perceived as sincere? Granted, the customer may appreciate the gesture, but how much more would it mean to hear, or receive the “Thank You” directly from us? Today we share five-minutes of
how we go about saying thank you to our repeat customers. Unique ways of giving thanks can send a genuine, and endearing message to customers. Cheers!

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Episode #220: WHAT IF TRUTH COULD LEAD THE WAY? Jan 04, 2024

Start the year with one word that can change everything!
TRUTH needs no strategy.
TRUTH needs no angle.
TRUTH needs no wiggle room.
TRUTH needs no sugar-coating.
TRUTH only needs a willing participant.
Give TRUTH a chance to guide your 2024. In 35 years, I’ve never met a customer that hated truth.

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Episode #219: IS WIGGLE ROOM GOOD FOR BUSINESS? Dec 28, 2023

Today we break out the coffee as we look at the business concept of creating “wiggle room.”
Is wiggle room good, or bad for business? Join us as we examine both sides of this two-sided, topical coin. The bottom line, as always, is how can “wiggle room” affect the customer experience? This show contains a few, thought-provoking questions that only business owners, operators, managers, and executives can answer! Enjoy the Holidays!

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Episode #218: THE CHRISTMAS GIFT THAT KEEPS ON GIVING Dec 21, 2023

Believe. Receive. Rejoice.

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Episode #217: ELIMINATING UNNECESSARY CUSTOMER CONFUSION Dec 14, 2023

How about a little constructive fun to disrupt the rhythm of routine business?
First, gather the troops, and head to the conference room with pen and pad in hand! Next, ask everyone to “BE THE CUSTOMER” for this exercise. The third step is to focus on the concepts of simplicity, streamlining, one-click processing, time conservation and ease of use. The fourth step is to list all the things you ask your customers to do, in order to process their business. Now, from the buyer vantage point, compare the “TO DO” customer workload, against the concepts we wrote down in step three. Lastly, work together to modify any workload that causes your customers aggravation, confusion, hunting, pecking, excessive questioning, and loss of rebuy enthusiasm. We kick things off with a couple of ideas for examination and contemplation. Cheers!

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Episode #216: AVOIDING THE DANGERS OF HAPHAZARD INVOICING Dec 07, 2023

Never sending, or collecting on invoices happens far too often.
The previous sentence sounds ridiculous! However, it is true for small, medium, and large companies. Reasons for this are usually rooted in the lack of systems or adequate procedures. Very few customers will volunteer to pay an invoice they never received. Today we flush out, and ask critical questions about this Silent Business Killer (SBK), We encourage all businesses not to leave hard-earned money on the table.

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Episode #215: SCALING OUR CORE COMPETENCIES Nov 30, 2023

Customers love suppliers that consistently demonstrate customer-pleasing core values.
Corporate growth spurts can become very hectic and overwhelming. During expansion mode it is often difficult to maintain the core values that were once the glue of the smaller enterprise. The reasons for this are varied, but in many cases, value training is overshadowed by mechanical, and procedural training. So how do we get back to the glue that made the small company unique and attractive to customers? Today we look at some ideas to ensure that we never lose our bedrock values to the high-speed shuffle of expansion.

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Episode #214: HOW TO PROTECT AGAINST TELEPHONE MISTAKES Nov 23, 2023

Imagine a well-intentioned phone call that gets really ugly in 20 seconds?
This happened to me recently. Why? The answer is simple…I let my professional guard down. I initiated the call in a casual manner, while I multi-tasked in the background. Twenty seconds into the call I ran into a POW!!! Why? I made two mistakes that I have been avoiding since 1985. For a large part of my career, I paid the bills by making 40-50 phone calls per day. Now, as a former trainer, phone specialist, and experience consultant, I fell victim to being out of phone practice. It was me who led that call to go awry! Today, we reacquaint ourselves with a trio of guardrails designed to keep our calls healthy and productive in customer-pleasing ways.
FYI: This podcast couples up with E213.

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Episode #213: DO WE NEED A TRIP TO THE TELEPHONE GYM? Nov 16, 2023

For many of us, phone conversations are happening less and less compared to 10, or 20 years ago. The same trend is happening in business. Is it time to rebuild those verbal muscles?
Today we look at this evolution, and ask ourselves some relevant questions. Are we ready to receive, or make difficult phone calls? What happens when a simple business conversation takes a quick turn, and then suddenly things get heavy? Should business owners and operators look at telephone engagement as a trainable skill set, almost like an athlete who trains for the game? Would role-playing help our customer-facing associates? We layout vital questions that connect to Podcast E214, which airs on 11/23/23.

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Episode #212: USING THE NEW “NO” TO OUR ADVANTAGE Nov 09, 2023

No reply has now become one of the favorite ways for buyers to say no.

As business owners and operators, this style of saying “NO” may seem inviting for
our own use. After all, we can avoid confrontation by never having to explain
our decisions. However, this trend could also be packed with a trailer load of
negative effects on our business! True, trust-building partnerships will not be
healthy with vendors who cannot take the time to explain the "why."
On the flip side, ghosting from a current customer is firm indicator that a
business relationship is probably a one-way partnership in disguise? Join us as
we discuss how business owners can use this shallow, and weak trend to our
advantage.

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Episode #211: DO WE DEPLOY SERVICE PROCESSORS OR SERVANTS? Nov 02, 2023

Do our customers see us as true client-success partners, clinical processors, or servant stewards of their time and money?
What kind of customer service experiences are we delivering to paying customers? It is incumbent on ownership, executives, and managers, to fully understand the impact service departments have on buyers. The buck stops with those three capacities of the corporate machine. The current business climate will bury companies that deliver unacceptable transactional care. Customers deserve to engage with CS Reps who have servant hearts, and they deserve CS departments that are built on the cornerstone of quality stewardship. Anything less will lead to a merry-go-round of new customer acquisition, just to replace recent defectors! Join us for a fast show that asks some
transformative questions.

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Episode #210: ARE SHORTCUTS REALLY WORTH IT? Oct 26, 2023

The question for this show is an age-old chin-rubber. Are business shortcuts really worth it?
What are the typical end results on the backside of vendor claims that the four-hour job can be completed in two hours, or that four-day job can be wrapped up two days? In my life, the results are mixed, with the highest percentage leaning towards low quality of work. Reality dictates that rapid job completion is often associated with a host of unwanted problems for customers. So, the various questions for today center on how we value quality of work, versus speed of work? Where do our customers weigh in on this? Are there ways for vendors to deliver both speed, and quality? Join us for a fast show designed to facilitate healthy thoughts and ideas about making customers happy.

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Episode #209: CHASING WHAT CUSTOMERS ARE NOT TELLING US Oct 19, 2023

Learning the mathematical power of customer defection rocked my world in 1988. For 35 years I have been chasing the reasons, and solutions.
Season 5 continues our hunt for ways to make customers happy, and to keep them coming back. The headwinds of the Experience Economy beckon the necessity to change our go forward coordinates. If we don’t change, the dreaded Silent Business Killers (SBKs) will overshadow our efforts. The business graveyard is full of companies that refused to, or did not know how to embrace the new metrics of customer satisfaction. We invite you to join us on this weekly chase where we ask important questions, pursue reasons, and look for simple solutions

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Episode #208: 35 WHEELBARROWS OF BUSINESS TAKEAWAYS Oct 12, 2023

Youthful innocence has the ability to reveal certain simplicities of life, and business, that are often hidden inside adulthood complexities!
A handful of these bedrock simplicities flooded my mind one spring day in 2023. Three yards of mulch, and 35 wheelbarrows later, I found myself with a short list of foundational observations that can help any of our professional endeavors. Where did I obtain these valuable insights? From my seven-year-old grandson! Today I share what happened on that spring day. My hope is that this episode reacquaints us with some ground level mindsets, that most of our customers would appreciate benefiting from. Thank you to both of my grandsons for making this a GREAT day! I will always cherish the memories from that special Saturday in May!

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Episode #207: DESIGNING & IMPLEMENTING PROCESS-CENTRICITY Oct 05, 2023

Imagine how intimidating high-mountain roads could be, if there were no guardrails to protect cars from going off the edge? Processes deliver safety to businesses, in the same way that guardrails protect cars on dangerous roads. Designing Standard Operating Procedures (SOPs) enables our businesses to pave a multi-lane, super-highway for operational consistency, efficiency, and profitability, However, how often is the customer the main beneficiary of our process expressways? That is our question for today’s show. Episode 207 looks at the different angles we must consider when designing, and implementing process-centricity.

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Episode #206: FLIPPING THE FORMULA FOR BETTER RESULTS Sep 28, 2023

Sam Walton loved this principle, and he used it as one of his top 10 concepts to drive Wal-Mart to meteoric heights. In 1988, I took a chance with this mindset, and it turned our 5.5-million-dollar company into a 12-million-dollar company in 2 years. Imagine exceeding corporate expectations by exchanging a company-centric formula, for a customer-centric recipe? Today we tell a pretty cool story (at least I think it is cool), about building a productive sandbox that is a polar opposite from the competition. This valuable lesson changed my standard business approach forever. Cheers!

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Episode #205: JUST ANSWER THE DANG QUESTION! Sep 21, 2023

Today we look at the all-to-common dilemma of mismanaging customer questions. I once worked with an ex-TV news reporter, who actually created a company devoted to teaching the art of “question deflection.” In fact, this person did quite well. Why? Because there is an enormous corporate appetite for manipulating customer questions. Do we really think that customers like our clever, devious, and manipulative ways of managing their queries? Or, how about the recent trend to just “ghost” customer questions altogether? Do we really think these behaviors lead to a bounty of repeat and referral business? Join us as we look at a solid way to raise the bar on customer satisfaction. Come on folks…JUST ANSWER THE DANG QUESTION!

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Episode #204: THE SILVER LINING IN OVERSIMPLIFYING BUSINESS Sep 14, 2023

In life, we find that answers to many of our questions can be found hidden in simplicity. The same holds true for business. Today we look at the silver lining of viewing our businesses through a very raw, elementary, and basic lens. Granted, we all thrive on selling a product or service that produces a payment, but what about the journey we take customers on to that payment? Often times it’s in these “transactional stretches” that we create the most impactful favorable, or unfavorable impressions. Oversimplifying our companies allow us to see what the customer sees! What are we doing right? What are we doing wrong? What can we change to make the transactional journey a better experience for our customers? Enjoy!

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Episode #203: AVOID BECOMING A BUSINESS STREAKER Sep 07, 2023

Long-term business success can be severely hampered by employees who streak! What is streaking? What are the easy ways to detect if streaking is happening in our companies? What impact can streaking have on our customers? Join us as we uncover three, simple concepts that can eliminate streaking, and set up guardrails to avoid streaking events in the future.

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Episode #202: GET RID OF CIRCULAR SERVICE ASAP! Aug 31, 2023

The business boneyard is full of companies that were infected with “circular” customer service! Are we taking customers on a never-ending journey, that seems full of lip service, and zero action? Like a mouse on a wheel, many customers experience the ugliness of pursuing service, only to find their efforts lead them around, and around, and around, with no resolution in sight. My wife and I just endured such a three-month journey, and it was not our first such experience. Many of us have experienced this service wheel on more than one occasion! This episode offers an invitation to search, and destroy any “circular” service that maybe infecting your company! Kick back, do a little day dreaming, and get rid of any “stinkin-thinkin” that may be leading your customer service department. The likely outcome for “circular” service providers is the business graveyard!

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Episode #201: DOES EMAIL-INBOX MANAGEMENT REALLY MATTER? Aug 24, 2023

Cryptic communication, tardy responses, shoddy detail management, and unanswered customer questions can cripple business success, and hamper future growth. On the flip side, prompt and detailed correspondence can help companies grow by exceeding customer expectations. However, both sides of this coin rest on the shoulders of managing email activity. So, why do so few companies touch on this? Why do so many owners and managers leave such an important function up to personal preference? What do our customers think of how we manage their correspondence? Are there costly dangers to poor email-inbox management? How should we be approaching this administrative skill set, that marries up with our customer service deliverables? We hope our questions can energize quality thinking! Enjoy the show!

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Episode #200: Wesley Cantrell – Sales as a Profession Aug 17, 2023

Overseeing 8,000 employees creates unique vantage points for assessing business. Wesley uses his career background to support the notion that professional selling is a noble calling, and that this career path is loaded with premier leadership opportunities. We are honored that Wes joins us to highlight, and define, key elements of the profession that many of us are proud to be associated with. This is a great episode to share with anyone still contemplating their potential career path. We have segmented this 1:37:00 podcast into sections that can be accessed quickly and efficiently. We have listed the time markers, and section headings below. Enjoy the show!
00:01: Introduction
05:57: The Awakening
09:21: The Cornerstone
10:40: The “Character” Factor
15:41: Hiring Good Character
22:15: Developing Human Relation Skills
28:06: Developing Leaders
34:30: The “Good Name” Factor
39:12: Evangelizing Truth
45:10: Developing Public Speaking Skills
51:28: The Personal Skill-Building Mindset
1:02:04 Developing Strategic Planners
1:09:41: Genuine Enthusiasm
1:16:52: Advice for Career Selection
1:24:32: Tipping Points
1:33:34: Closing & The Special Song
 From the Shop Floor to the Top Floor – Releasing the CEO Within
by Wesley E. Cantrell
https://www.amazon.com/shop-floor-top-Releasing-within/dp/1615071083
 High-Performance Ethics: 10 Timeless Principles for Next-Generation Leadership
by Wesley E. Cantrell
https://www.amazon.com/High-Performance-Ethics-Principles-Next-Generation-Leadership/dp/1414303416
 Her Husband is Known in the Gates
by Bernadine Bigner Cantrell
https://www.amazon.com/Husband-Known-Bernadine-Bigner Cantrell/dp/161579557X
 Bending the Twig
by Bernadine B. Cantrell
https://www.amazon.com/Bending-Twig-Bernadine-B Cantrell/dp/096470286X

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Episode #199: ANTICIPATING PERSONAL STORIES BEHIND BUSINESS VENEERS Aug 10, 2023

Exceptional customer service starts with an understanding that the complexities of life are behind every business veneer we encounter. All business professionals have lives that can directly affect their work attitudes. As service providers, we don’t always know what our customers are encountering in their personal lives. In fact, we have no idea how good, or bad their day, week, month, or year is going. However, we can always be sensitive to the notion that they are navigating life challenges, and that some of these challenges may affect their professional disposition. With that in mind, we invite you to spend five minutes to examine, and consider how to weave these understandings into your service mindset.

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Episode #198: RECOGNIZING THE “CUSTOMER” IN EVERYONE Aug 03, 2023

Imagine perceiving that all of our daily work activities serve a customer! Well, in reality they do! Whether it’s an invoice paying patron, an associate, a teammate, vendor, supplier, direct report, or even a boss, we have an opportunity to demonstrate good business stewardship. Set aside five
minutes for this contemplative message. Imagine adopting a simple mindset that can leave a trail of smiling fans along the road to a rewarding, fruitful and productive career? Enjoy!

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Episode #197: EXPRESSING MEANINGFUL BUSINESS COMPLIMENTS Jul 27, 2023

Giving sincere business compliments can kickstart healthy and productive relationships. The power of authenticity and genuineness are unspoken business qualities that are routinely overlooked. However, every generation seems to respond favorably to business professionals who consistently display these tenants. This show encourages us to harness the art of delivering accolades that matter to the receiver. We can set ourselves apart from the competition by highlighting a hard-earned achievement of our potential customer, and then expressing an authentic compliment that resonates with the recipient.

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Episode #196: THE TRUE DEPTHS OF CUSTOMER INTUITION Jul 20, 2023

After 35 years in business, I have seen, and heard, my fair share of vendors who default to situational fabrication while resolving customer issues. There are many problems with transaction fabrications, but the most glaring is unspoken. In many cases, the customer can sense the lies and embellishment, yet they will rarely tell us that their “BS Radar” has picked up our deviancy. They simply disappear, leaving the vendor with no chance of obtaining repeat, or referral business. So today, our show presents a simple, and effective alternative. Thanks for tuning in!

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Episode #195: Amanda Blackwood - The Survivor Helping Others Jul 13, 2023

Sharing stories of life can often begin the restoration process for people who have endured similar experiences.
Amada Blackwood shares her remarkable story of escape, and survival, from the horrors of human trafficking. Knowing that many others have been hurt by these dark corners of our world, Amanda shines her bright light with a message of hope and healing. This is a “Pay it Forward” episode that could benefit someone you know, and care about. Thank you, Amanda!

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Episode #194: LITTLE BIZ BEHAVIORS PROJECT TRUE INTENT Jul 06, 2023

Observant buyers can effectively read the tea leaves of business behavior. Savvy customers can sense when they are about to walk into a service mess, or a buyer’s paradise. Baseball pitchers often telegraph their upcoming pitch. They do this by defaulting to unique, repetitive, pre-release throwing mechanics that their opposition learns through observation. Businesses do the same thing. Often times our customers know when we are about to deliver bad service, or no service at all. This show encourages executives, and owners to get acquainted with what their employees are telegraphing customers. However, and more importantly, we want corporate leadership to fully understand what types of service their paying customers are receiving. This show looks at some common behavior no-no’s, as well as exemplary customer experience intentions being projected by The Dock Café (Stillwater, MN), and Home Comfort Interiors (St. Peters, MO).

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Episode #193: HOW TO UNCOVER 1% IMPROVEMENT OPPORTUNITIES Jun 29, 2023

What would companies look like if the C-Suite personnel engaged in the routine duties of every employee position? The annual figures are about the same for start-up companies compared to businesses that shut their doors. After watching transactional behaviors for over 30 years, I can comfortably claim that many of these dead enterprises died on the “Experience Economy” battlefield. Quite frankly, many of these companies went to the boneyard because they routinely delivered dissatisfying experiences to customers. This show looks at how executives can discover small revelations, improvements, and corrections wrapped up in customer-centricity. These 1% changes can really add up, and quite possibly, change the trajectory of a company. Have a GREAT July 4th America!

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Episode #192: WHY ARE WE SERVING WILTED MINT IN MOJITOS? Jun 22, 2023

Why do some businesses deliberately choose to do what is wrong, even when they know their decision will lead to customer dissatisfaction? To coin an old phrase, some business actions stick out like a sore thumb. Many times, the pain suffered from these actions hurts worse than that sore thumb? So why do we do these things? Do we understand the true cost of serving up service we know is bad before we deliver it? Referrals are essential to the success of many business models. Likewise, a necessary cadence of repeat business is often the lifeblood to certain enterprises. This show helps us enhance customer satisfaction, and ensure a steady diet of repeat and referral transactions. These five minutes explore three, simple suggestions that can help deliver the right experience to customers. To all the restaurants out there…please throw away those wilted mint leaves!!!

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Episode #191: QUICK. SLOW. SLOW. Jun 15, 2023

What are the various ways we engage with customers? More importantly, how do we engage with our customers. Do we wing our encounters and default to verbal wrestling. Do we blurt out the first thought that bubbles up, or do we patiently listen before a careful response? Do we put thought into what we will say, should say, and do say? This episode will open up a vault on the QSS principle, which was initially taught well over 2000 years ago.

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Episode #190: HOW TO DISCOVER THE BEST CUSTOMER FEEDBACK Jun 08, 2023

Acquiring experience-oriented opinions about purchases can be an arduous task, resulting in excessive costs, and low engagement. This show looks at where to find inexpensive, and expansive information about what buyers think, and how they feel about our businesses. Enjoy!

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Episode #189: WARRANTY CLAIMS ARE OPPORTUNITIES IN DISGUISE Jun 01, 2023

How often do we recognize the golden opportunities tucked inside of negative events? Probably not as much as we should. Turning lemons into lemonade is an overused cliché, that is undercapitalized in real life. Processing a warranty claim presents a viable opportunity to embrace this cliché, and deliver a customer-centric experience. Consumers understand that problems may arise, and all they really want is professional and expeditious issue resolution. It is at this intersection that many companies fail miserably. This episode is an opportunity to start winning glowing reviews, that stem from handling negative situations in positive ways. Invest the next four minutes hearing a couple of stories, and a few ideas about turning lemons into lemonade.

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Episode #188: Gordon Manzione – Another Shrimp on the Barbie May 25, 2023

As we take the week off from our “3 Biz Tips in 5 Minutes” podcast series, we invite you to Join us as we catch up with Gordon Manzione. The last time we connected was on Episode #43, dating back to August 13, 2020. Today we chat with Gordon about Australia, America, and his unique, creative, and evolving gift of video storytelling. Always candid, engaging, and good natured, Gordon will leave you smiling! Thanks for tuning in, and cheers to the GLHS class of 1976!
G-MAN
https://www.youtube.com/@gman1184
The Elephant in The Room
https://www.youtube.com/watch?v=ATurE4NOtLY

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Episode #187: EMBRACING THE MATHMATICS OF EXCEPTIONAL SERVICE May 18, 2023

Imagine reducing the quantity of time in order to increase the quality of service?

We invite you to tag along for a five-minute broadcast that unveils the customer-pleasing math of delivering exceptional service in the Experience Economy. More or less, this episode is all about accomplishing more, with less! Are you a “720 Company”, or a “120 Company?” Enjoy the show!

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Episode #186: DEMONSTRATING CUSTOMER-CENTRICITY WITH SHIPMENT PACKAGING May 11, 2023

Want better customer experiences? If so, then how about we start by examining the very packaging we use to get our products into the marketplace. How do our parcels really look when they hit front porches or receiving docks? It may seem trite on the surface, but we do send our customers perception-building messages, each time we ship a product. Stop and ask yourself one question. How many times have you received a delivery that was poorly prepared for the long, and sometimes rugged haul by carriers? My guess is that around 50% of those improperly packed deliveries contained damaged, or slightly impaired product. We encourage you to spend the next five minutes with us as we wrap a familiar topic with some fresh thinking. Sometimes, the answers are as simple as making sure the bananas are not at the bottom of the grocery bag! Healthy customer experiences start with the perception we wrap around our products. Enjoy!

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Episode #185: BALANCING CATALOG CREATIVITY WITH RECIPIENT SATISFACTION May 04, 2023

This five-minute show highlights a few simple, customer-centric guardrails for print catalog design and layout. Buyers want tools that make their job easier. Client-success is magnified when vendors address this basic mindset. These five minutes invite you to think of the word “TOOL” the next time you embark on a catalog layout. The ultimate challenge in creating cool, customer-friendly catalogs, is striking a healthy balance between creative graphics, and rapid, end-user functionality.

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Episode #184: “WAY TO GO” SENDS A POWERFUL MESSAGE Apr 27, 2023

Imagine using three, simple words that can change family relationships, companies, and careers! It is no secret that words can tear someone down, or build them up. We invite you to practice using this three-word phrase to encourage associates, teammates, spouses, kids, and grandkids. You will feel good saying this uplifting phrase, and the receiver will feel terrific. Who knows…your appreciation comment might enable the recipient to have have a better day, week, month, year or career!

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Episode #183: ELIMINATING CORPORATE CULTURE HYPOCRISY Apr 20, 2023

Company associates detest corporate leadership that is hypocritical. Very few factors have the power to stifle a corporate culture transformation. However, being led by executives who practice hypocritical behavior can derail a well-orchestrated transformation. C-level leadership is constantly under the associate microscope. Why? The answer is simple. Followers want a leader who demonstrates the corporate culture tenants. Associates will follow authenticity and integrity, but they will shun a phony persona every minute of the day. We encourage you to soak up a five-minute show that lays out three ideas for creating healthier companies.

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Episode #182: NOTHING BUT NET! Apr 13, 2023

Basketball players love the sweet sound of a clean “swoosh” as a three-point shot rips the net with precision. Can we replicate that precision each time we deliver a customer experience?
The answer to that question is probably not! But why not have some fun trying. This “3 Biz Tips in 5 Minutes” episode looks at a productive three-point shot that we can all aim for. Who knows, with enough practice, we just might be able to hit “nothing but net” most of the time.

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Episode #181: RESPECTFULLY PASSING PROJECTS OFF TO ASSOCIATES Apr 06, 2023

Sadly, bad project handoffs are all too common in the corporate world. This “3 Biz Tips in 5 Minutes” broadcast considers a few ways we can respectfully transfer project portfolios to our teammates. Solid preparation, packaging, and communication are the takeaways from this speedy show! Our featured Lost in The Shuffle, Rock and Roll track asks the ultimate question when it comes to passing a good baton!

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Episode #180: BECOME A TOP-RANKED VENDOR BY DELIVERING RADAR LOVE! Mar 30, 2023

The best business results often come from simple concepts put into consistent action. My high school soccer coach made our defense-minded team run excessive sprints at the end of most practices. Why? Our leader claimed that superior conditioning would result in a bounty of victories during the last 15 minutes of each match. Sure enough, as a perennial top-ranked soccer program, 70%-80% of our victories materialized in the last 15 minutes of each contest. Coach was spot on! While our competition became tired, we were fresh, and able to out hustle our opponents. Running endless sprints was an integral, consistent, and relentless part of almost every practice. This exhausting routine enabled us to be high-achievers every year! Coach finally won a State Championship the year after I graduated. Like the soccer example, this “3 Biz Tips in 5 Minutes” show looks at a trifecta of "Radar Love" business actions that deliver high-percentage success. With unshakeable adoption, and routine execution, customers will rave about the three-prong service they experience. Install these suggestions with a relentless passion for consistent deployment, and then watch your company become a top-ranked business!

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Episode #179: PLEASE MORE CUSTOMERS BY SAYING GOODBYE TO BLAME-SHIFTING! Mar 23, 2023

Our “3 Biz Tips in 5 Minutes” series aims at highlighting three helpful nuggets during each episode. Today’s broadcast features one of my favorite trifectas for changing business trajectory. We encourage you to absorb the timeless words of a legendary business giant. If you do these three things, we are confident your customers will respond favorably. Truth will pave the business highway better than any pack of lies!

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Episode #178: WHICH SANDBOX DO WE SELL FROM? Mar 16, 2023

Today we examine the sandbox we usually play in when it comes to sales. Over the past few decades, I have concluded that most of the selling presentations sound the same to buyers. Price, quality, and delivery dominate the verbal and written landscape. However, is this really what the buyers want to hear? I do not believe it is. This episode looks at some simple probing questions that can lead the way to a less crowded, and more productive sandbox to sell from. Thanks for tuning in.

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Episode #177: ARE WE GOOD BUSINESS THINKERS? Mar 09, 2023

This “3 Biz Tips in 5 Minutes” episode examines some practical ways to escape the monotony of “talking heads” telling us what to think, and how to think. Today we dish out three, simple questions to ignite quality thought and continuous improvement. We encourage you to find a place to getaway, turn off the electronic noise, and just think about your business!

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Episode #176: TRADE SHOW OBSERVATIONS OFTEN CONTAIN VALUABLE TAKEAWAYS! Mar 02, 2023

Today our “3 Biz Tips in 5 Minutes” show takes a quick look at some of the interesting advice we can bump into while at trade shows. Enjoy hearing a great suggestion form a Montana store owner, as well as a compliment directed to the owner of a software company in a neighboring booth. Finally, a few Account Managers share some sage insight about the two-way street necessary for high-performance, Vendor-2-Customer partnerships.

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Episode #175: ARE WE STRIVERS OR ARRIVERS? Feb 23, 2023

Over the decades society has been flooded with the voices of “experts.” As a microcosm of society, the business community has copied and pasted this trend into their marketing. Social media is now the amplifier and new town crier for the personalities self-titled as “experts.” Let’s take a 5-minute break and ask some questions about this! How is this affecting us? How are we projecting to our customers? What are we messaging to our customers? Are we “strivers” or are we classifying ourselves as “arrivers?”

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Episode #174: POLISHING OUR DIAMOND IN THE ROUGH! Feb 16, 2023

Often dormant and untapped, this business quality is a crowd-pleaser and definitive money- maker. Customers gravitate to it, and loving parents have been expressing it to their kids for generations. Used in authentic and genuine ways, this jewel will pay big dividends for years! Join us for five minutes as we explore a business quality that most of us can unleash and polish.

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Episode #173: NO MORE KITCHEN TABLE CAMPING! Feb 09, 2023

Today we look at raising the bar on the total quality of life. Attitudes, nutrition, routines, expectations, results, environments and family get packed into five, fast minutes. Ok, we really leave you with way more than three ideas in this this “3 Biz Tips in 5 Minutes” episodes. Stay strong and enjoy every day.

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Episode #172: CHANGE AND FAILURE ARE PART OF SUCCESS – with Ryan DeMent Feb 02, 2023

Ryan DeMent delivers simplistic perceptions packed with the power to transform forward motion. Managing the “ship” in entrepreneurship, embracing change and converting failure into improvement are just a few of the topics we discuss. Our discussion does not break new ground, but our verbal volleys till the soil of leading constructive and productive lives. We hope this episode inspires you to roll out the red carpet to change! Cheers!

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Episode #171: AVOIDING UNDESIRABLE BEHAVIOR DURING VIDEO MEETINGS! Jan 26, 2023

Video meetings can be host to some embarrassing and unwanted behaviors that cannot be unseen. This “3 Biz Tips in 5 Minutes” show identifies a few simple suggestions that can insulate participants from casting some irritating and costly impressions. We hope this can deliver a chuckle or two! Have fun sharing and passing this link onto associates, teammates, friends and family!

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Episode #170: JOURNEY TO THE CENTER OF THE EXPERIENCE ECONOMY Jan 19, 2023

Sometimes a quick dip in the pool on a hot summer day is just what people need to be refreshed. The heat of business can also beckon the necessity for a company diversion that can be refreshing and reinvigorating. We invite you to take a day-trip with SimpleBiz360® for a visit to the “Experience Economy” pool. During our adventure we will look at familiar business situations from new and different angles. Our adventure can be fun, and the end results can be impactful. Join us as we outline our workshops and immersion adventures.

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Episode #169: COURTESY. PURPOSE. ACTION. Jan 12, 2023

This “3 Biz Tips in 5 Minutes” broadcast introduces a three-part method of framing straight forward business interaction. Join the decades of professionals who rely on this memory trigger to assist in delivering powerful business communication. Enjoy!

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Episode #168: The “DO NOT” Short List Clients Will Appreciate! Jan 05, 2023

Each January brings a flood of inspiration and advice from the social media thought leaders we follow. Fixating on certain performance improvements can become an annual ritual laced with good intentions. During our go-forward goal setting we often overlook the value tucked inside tips on what to avoid. This episode zips through some light-hearted ideas that focus on what not to do. Who knows…the next few minutes might change the trajectory of business outcomes for this year and beyond?

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Episode #167: IGNITE SELLING REVISITED – with Steve Gielda Dec 29, 2022

Steve Gielda of Ignite Selling sat down with us on 4/2/2020 to announce the launch of a virtual training product that debuted a few days after we aired Episode 24. Virtual Strategic Planning Simulation (VSPS) was Initially designed to meet the unique challenges of a 2020 lockdown. VSPS proved to be a spark for even more training innovation from the talented team of Steve Gielda and Kevin Jones. Join us for an engaging and informative discussion. Happy New Year!

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Episode #166: DELIVERABLES PACKAGED WITH A DASH OF TLC! Dec 22, 2022

Tis the season for wrapping gifts with the right paper, bow and finesse. Join us for a fast and playful look at how we can rise above the competition by providing information in customer-pleasing packages.

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Episode #165: FIND PEACE, REST & JOY IN THE TRUE CHRISTMAS GIFT! Dec 15, 2022

The last few years have been filled with wacky twists, turns, ups, downs, weirdness and strangeness. Lives and livelihoods have been altered forever. Global fear mongering has taken center-stage. Many of us are distraught, confused and crying out for the truth. Many of us need the comfort delivered by encouraging messages of hope. This episode is intended to share the truth about the real Christmas gift. God gave us a way to exchange fear with faith, and it is through this faith that we have the ability to receive God’s life-changing promises. Join us for eight minutes that can renew your life forever.

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Episode #164: DO YOU CHOOSE LTW OR WTL? Dec 08, 2022

For one-third of my career I commuted 4 hours a day to and from work. Many key life moments were missed in exchange for my coming and going. What about you and your career? Is it time for some hard choices and possible changes? When the sun sets on your career…what do you
want to see on the scales of life versus work? Sip your favorite drink and give this one some thought!

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Episode #163: Wendy Harris – Making Conversations Count Dec 01, 2022

Effective use of the phone is the focal point of this episode. Although the totality of business phone conversations are on the decline, many companies still rely on this tool as an essential ingredient for success. Wendy Harris is an author and trainer that specializes in getting robust returns on the investment of making phone calls. Join us as we head to Scotland for a fun and informative discussion that can assist your business in making every phone conversation count.

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Episode #162: THE ALWAYS FACTOR Nov 24, 2022

“Always” is a now a lazy, casual word that actually has deep roots in specificity. In this 3:44 show, we highlight three nuggets of encouragement that we put in the “Always” file. Enjoy your turkey and remember the tips for oven cooking…always turn the oven on, always slow cook at 325°, always remember to baste it periodically, and always enjoy time with friends and family! Happy Thanksgiving!

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Episode #161: BATTLE TESTED BUSINESS BUDDIES Nov 17, 2022

Grab and go! Plug and play! In and out! These are phrases that describe the lives many of us live. It is not uncommon to have busy work schedules collide with a life calendar that heaps too much on our plates. Now imagine injecting the “heat of a business battle” that turns ugly, simply because there was not enough time to adequately prepare. Join us for a thought- provoking show that uncorks a family of three-pronged tools that can become valuable defaults in the heat of our business battles!

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Episode #160: HAVING THE MINDSET OF A SERVICE VOLUNTEER! Nov 10, 2022

Do we agree that most companies take aim at trying to address the realistic wants of customers? In addition, don’t most businesses attempt to service consumers in ways that address baseline needs? Yet, how many of us strive to deliver a next-level service that springs forward from a mindset of getting to the customer before they get to you? What if “Volunteer Servicing” could change the long-term trajectory of your enterprise. Join us for a different angle on providing customer service.

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Episode #159: WONDER, WATCH, WAIT OR WORK IT! Nov 03, 2022

This business suggestion feels weird to deploy and can be draining to execute! However, in some cases the job might not be accomplished without the use of this business buddy! Join us in examining a unique managerial method that elevates customer satisfaction and delivers two-sided profitability. The ball is on the two-yard line, it’s fourth down, and we need to score for the win! Let’s work it!

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Episode #158: Wesley Cantrell - A Leader of Consequence Oct 27, 2022

The former Lanier Business Products President, and Lanier Worldwide CEO shares valuable insights from his notable and distinguished career. Wesley tells short stories and offers takeaways about faith, family, work, life, character and the ability to release the CEO within! This interview clearly points to the career cornerstone that can create future leaders of great consequence. During our interview it became clear to me that Wesley is a man that smiles with his heart. We hope family, friends, past associates and young professionals will agree! Enjoy your time hearing the endearing, smart, witty and God-honoring words of Wesley Cantrell.

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Episode #157: HOW DOG OWNERSHIP CAN HELP OUR BUSINESSES Oct 20, 2022

This “3 Biz Tips in 5 Minutes” show spotlights some fun customer-care reminders we can borrow from our furry, tail-wagging friends!
Imagine learning how to create better customer experiences just because you own a dog? Fido, Spot, Fluffy, Rascal and a host of other canines can teach us how to live out 3R customer care. Hopefully this show will become a memory trigger each time you delve into client-engagement? Enjoy!

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Episode #156: HOW TO MONETIZE CUSTOMER BEWILDERMENT Oct 13, 2022

What is happening with my order? Why doesn’t anyone get back to me? Who can I turn to for answers? Do these frustrating questions sound eerily familiar? The sad reality is that the information black hole has annoyed most of us at least once in our buying history! For many of us, the quiet of the communication wilderness is far too common! Quite simply; buyers and consumers deserve our timely information partnership. What if we could eliminate the majority of our competitors, and make more money by doing so? Join us for 4:52 to discover how we can monetize customer bewilderment by doing three, very simple things.

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Episode #155: BOOST PROFITABILITY & SATISFACTION WITH A SHARED LANGUAGE Oct 06, 2022

This installment of “3 Biz Tips in 5 Minutes” zeros in on the internal and external benefits of a
shared language culture.
Aligning internal operations with customer deliverables sounds easy. However, many
companies trip and stumble by defaulting to a silo culture that can create internal confusion
and customer alienation. Join us as we explore how “ICE” can lead to a shared language culture that produces increased profitability and customer satisfaction improvements. Thank you for spending these five minutes with us.

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Episode #154: THE PROFITABLE ROI OF 3P BIZ INSURANCE Sep 29, 2022

We share an inexpensive, effective and rarely mentioned business insurance policy in this “3 Biz Tips in 5 Minutes” episode.

Unnecessary chaos and calamity? Consistent margin erosion? Continuous customer defections? Ugly balance sheets? If our businesses look and feel like this, we should consider taking out some 3P insurance? Join us for a fun, fast and foundational broadcast that zooms by so fast that your hot cup of coffee is still steaming when the show is over! If you take cream in your coffee, then you will be glad with our “Lost in The Shuffle” track featured at the end of the podcast. Enjoy!

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Episode #153: THE ART OF BECOMING A TRANSACTIONAL SPONGE Sep 22, 2022

Business improvement ideas are everywhere! We just need to be open to soaking up and soaking in our own surroundings and experiences. Becoming a “Transactional Sponge” is the art of looking, listening, processing, and then taking away & transferring the lessons learned over to our businesses! This discipline can be simple, fun, refreshing, transformative and impactful. If we sincerely want to improve the results of our businesses, we need to strongly consider improving the “how” we do business!

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Episode #152: THE MOUNTAINTOP VIEW WORTHY OF THE CLIMB! Sep 15, 2022

Meeting customer wants and needs pour the concrete foundation that many of our businesses are built on. The best companies in the world bake in stated expectations, and then take aim at exceeding those expected deliverables. But what if we climbed one step higher? What if we surprised customers with a level of service rarely seen or experienced? What if we delivered a jaw-dropping, mountain top view that left customers wanting more? Join us for this quick ascension to the highest peak of customer satisfaction.

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Episode #151: TURNING STRATEGY INTO REALITY WITH BUSINESS ARCHITECTURE Sep 08, 2022

Whynde Kuehn shares valuable insights on her new book about business architecture.
Charting an operational path as one of the original business architecture pioneers, Whynde Kuehn takes our audience on a guided tour of this foundational discipline for enabling end-to-end transformation and organizational agility. Bridging alignment gaps and connecting strategy to execution are enterprise necessities tucked inside the digital transformation era. Whynde has devoted her career to becoming a specialist in this business architecture arena. Join us for our fast moving and enlightening chat about Whynde, this discipline and her book.

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Episode #150: BRIDGING THE GAP BETWEEN SKEPTICISM & BELIEVABILITY Sep 01, 2022

Sadly, self-serving spin doctors and casual liars have invaded many aspects of life and business. Customers are becoming more cautious and confused about what to believe. Buyers want, and need help avoiding the snares of false claims and imposters. This 3-in-5 show looks at how we can shine a light on truth by properly incorporating demonstrations, examples, facts, exhibits, analogies, testimonials and statistics. Thank you, Lanier Business Products!

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Episode #149: STOCKTON UNIVERSITY CELEBRATES 50 YEARS w/ Jessica Chamberlain Aug 25, 2022

Join Jessica Chamberlain (Class of ’20, ‘22) and Jeff Mason (Class of ’83) for reflections on the first 50 years of Stockton University. Jessica was a member of Stockton’s 50th Anniversary Commemoration project team. These dedicated students and professors embarked on capturing decades of personal stories that reveal the brand DNA of Stockton. Jeff and Jessica initially met as they collaborated on a 2020 article about hitchhiking during the SSC years. Always engaging, Jessica is a fun guest, and a wonderful ambassador for Stockton University.

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Episode #148: HOW DO OUR CUSTOMERS DESCRIBE US? Aug 18, 2022

Our core values often take center stage during various phases of delivering the customer experience. What does our professional conduct communicate to customers, associates and teammates? This “3-in-5” installment invites us to look inward in an effort to establish, operate and demonstrate customer-pleasing values.

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Episode #147: 3 BIZ TIPS IN 5 MINUTES Aug 11, 2022

Please join us as we launch our new short-format podcast series. These new shows will consist of customer-pleasing and money-making concepts rooted in common sense. Each “3-in-5” episode is based on valuable insight from a collection of third-party influencers. Next, SimpleBiz360® simplifies and repackages these concepts based on decades of testing, applying and gathering customer feedback. We hope you like the end product? Thank you and enjoy our first "3-in-5" installment!

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Episode #146: CLIENT-PARTNER SUCCESS – with Jessica Carroll Aug 04, 2022

Jessica Carroll shares her background and touchpoints that provide the bedrock for her professional specialty. This episode speaks to the C-Suite community about building the correct framework to support successful client-partner programs.

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Episode #145: LEAN SYSTEMS THINKING – with Hal Moran Jul 28, 2022

How can we better understand the relationship of corporate components to the systems that rely on them? How can a “people matter most” philosophy build better systems that enhance the quality of the customer experience? Join us as Hal shares the core components of the “Lean Academy” program that he designed and taught within various corporate environments.

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Episode #144: THREE SERVICE MINDSETS THAT DELIVER GROWTH! Jul 21, 2022

We love a cool summer breeze, and that’s how we describe this show. Press play and listen in
as you start prepping your breakfast. Next thing you know…you have three new money-makers before your coffee is done brewing, What a beautiful morning!

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Episode #143: WHAT SERVICE INTENTIONS ARE WE TELEGRAPHING TO CUSTOMERS? Jul 14, 2022

Actions often speak louder than words. What about customer service telegraphing? Many savvy customers are skilled at picking up behavioral tips about the good, bad or ugly service they are about to receive. These early-stage service signals can damage the transaction mojo and create bad customer experiences. As business operators, we need to identify these telegraphing patterns, eliminate them, and exchange them for healthy service signals. Join us as we ask multiple questions designed to bubble up some customer service improvement opportunities.

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Episode #142: HOW CAN WE BECOME GOOD ROOM READERS? Jul 07, 2022

A recent trade show story painfully illuminates what can happen when business professionals don’t pay attention to customer body language. Reading the room is a skill set that can be learned. However, reading the room can become less important if you plug in a simple, client- engagement protocol. This quick show delivers an old school practice can become fresh, productive and profitable.

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Episode #141: 3 BIZ TIPS IN 3 MINUTES Jun 30, 2022

As if the pandemic shutdowns didn’t cripple retailers enough, now these businesses are left with the new frontier of unexpected challenges finding employees to work the floors. This presents an opportunity for manufacturers and wholesalers to help fill this gap and play a bigger role in retail success. How? The answer is tucked inside a few simple improvements to retail-ready packaging! Join us for a fast summertime show that serves up some constructive ideas.

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Episode #140: ARE WE CARING FOR CUSTOMERS OR JUST PROCESSING THEIR BUSINESS? Jun 23, 2022

This show explores many questions designed to get us to think about the experiences we create for customers. Are we truly rolling out the red carpet for customers? Do we value consumers as opportunities to smile and exceed their expectations, or are we telegraphing buyers that they are intrusions and interruptions? Are we orders takers or relationship managers? Are we thinking enough about how we make customers feel? Join us for a fast episode that covers many questions designed to stimulate customer-pleasing thoughts and ideas.

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Episode #139: MAKING THE CORRECT MEMORABLE MOMENTS FOR CUSTOMERS Jun 16, 2022

Do we knit our consumer interactions together with intentionality, deliberateness and customer-centric conscientiousness, or do we choose a random approach? This quick show asks many questions designed to create better transaction outcomes. Have fun sending out all those good vibrations!

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Episode #138: CAPITALIZING ON BUSINESS DO OVERS Jun 09, 2022

Similar situations afford us an opportunity to use lessons learned to favorably change the outcome of future business. Join us as we take an introspective trip around our offices to see how we can capitalize on improving our behavior when we encounter “DO OVER opportunities.

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Episode #137: USING RELEVANCE TO BUILD STRONG BUSINESS RELATIONSHIPS Jun 02, 2022

This show encourages “Search & Find” missions for convertible information nuggets that can be effectively woven into impression building fitness. Consumers and buyers tune into the “What’s In It For Me” (WIIFM) radio station. To find these coordinates on our FM dial, we must
understand who the customer is, and what makes them tick? The digital landscape can become our effective liaison in discovering this information, establishing relevance, and building meaningful business relationships.

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Episode #136: REPLICATING AND DUPLICATING SUCCESS May 26, 2022

Rubbing elbows with best practices happens more often that we recognize. What if we were to heighten our curiosity for the business takeaways that can be uncovered through situational observations? Once these desired business behaviors are revealed, the next step is to use them in our businesses. We call this mindset the; The Replication & Duplication Lab! Join us for a quick jaunt through some thought corridors on ways to borrow successful business behavior from other companies.

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Episode #135: LISTENING IS WAY MORE THAN JUST HEARING May 19, 2022

Listening is a core component of our ability to satisfy customers. However, there are many other factors that contribute to our success, or lack of success with making customers happy. Is it possible that good listening skills start with understanding how we sound to our customers? This episode examines listening to ourselves to better understand how we are projecting to our buyers.

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Episode #134: REPLANTING BUSINESS ROOTS IN COMMON SENSE PRINCIPLES May 12, 2022

We travel a weekly path that attempts to uncover overlooked and ignored, customer-pleasing business principles rooted in common sense. We invite you to take a free ride with us for 10-15 minutes each week. We ask a lot of questions and share proven ideas designed to enhance the customer experience. Our goal is to assist you in growing your repeat and referral business.

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Episode #133: OUR CAREERS AS CREATIVE EXPERIENCES May 05, 2022

What is your attitude toward work? Harold Geneen, one of my third-party influencer favorites, gained an enthusiasm for almost everything he did. How? Because he viewed his work as an opportunity to find ways of improving. This mindset became an ingrained way of thinking. The daily lessons became yarns that wove together and became his personal tapestry. He simply embraced his career as a creative experience, and this approach sprouted endless enthusiasm. Pretty cool stuff! Join us as we explore a fresh way to view our daily work duties.

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Episode #132: HOW TO RETAIN MORE PROFITABILITY Apr 28, 2022

My 32-company career has exposed me to various margin erosion events that were akin to letting money blow away in the wind. In addition, I have also been blessed by learning high-percentage margin retention from proven fiduciary influencers and best practice professionals. This show bottles up both sides of my career coin, and blends it together with Q & A designed to assist in lighting the path of high profitability. Join us as we layout some margin retention concepts worthy of strong consideration.

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Episode #131: WHICH SANDBOX SHOULD WE PLAY IN? Apr 21, 2022

Customers want to know what makes our companies unique. They want to invest in the benefits they will receive from purchasing our goods and services. If this is true, then why do so many of us continue to market “Cost of Admission” business offerings? Why do we continue to jump into crowded, tired and overused, echo chamber sandboxes? We invite you to flip the tables on conventional thought. “A breath of fresh air” is how one client recently described this sandbox shift. Try some new thinking with Episode #131! Thanks for tuning in.

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Episode #130: WHAT DOES ADVOCATING FOR A CUSTOMER LOOK LIKE? Apr 14, 2022

Do we consistently deliver our best solution hunting efforts? Do we proactively pursue creative fixes for order issues? Do we roll open our welcome mats to embrace complex and time-consuming problem solving? What depth of “CANDO” is needed to successfully serve our customers? What do buyers expect, and want from their vendors when it comes to issue resolution? Join us as we examine critical questions on our path to advocating for customers.

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Episode #129: WHAT IS THE BEST QUESTION TO ASK A CUSTOMER? Apr 07, 2022

Do our words demonstrate genuine care for customers? Do our buyers consider us to be great listeners? Do we enter into business conversations with an authentic interest for the lives of the consumers we serve? Do customers feel like another account number on a spreadsheet, or do they sense our appreciation for their business? Join us for a quick look at a powerful opportunity woven into each one-on-one meeting. We are convinced that sharpening our human relation skills can pave the way for healthy, long-term business relationships that are grounded in sincere stewardship. Thanks for tuning in!

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Episode #128: HOW DO WE ACCEPT A THANK YOU? Mar 31, 2022

Expressing gratitude is a popular human relations topic often highlighted by business leaders. What about the flip side of the thank you coin? What is your response after receiving a statement of appreciation from a customer or co-worker? Are you a non-responder? Or, do you volley back with an acknowledgement plus a boomerang thank you of your own? Join us for a quick exploration of this overlooked concept.

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Episode #127: EFFECTIVE EMAIL MANAGEMENT Mar 24, 2022

Carefully crafted business letters and memos are now relics. With over 25 years of use, the speed, ease and instant access of emailing rules the commerce landscape. Did we also retire communication professionalism in our rapid migration to emails? Maybe! But what if our communication actually got better? In many ways it did, and in some ways, it fell victim to the “Casual Era” of modern commerce. We will not attempt to challenge the way anyone writes an email. However, we do want to ask a bevy of questions about the management of electronic mail.

E127 looks at the roles of email AUTHOR, RECEIVER, PASSENGER and ADMINISTRATOR. What are your Personal Operating Procedures (POPs) for managing these communication responsibilities? We ask dozens of questions designed to assist in reflection, and maybe some shifts in operational direction! Enjoy and thank you for tuning in.

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Episode #126: SEEING THINGS THROUGH Mar 17, 2022

We believe it is! We come to that that unfortunate conclusion by watching, listening, processing, measuring and managing business situations for over 30 years. The lessons tucked inside situational observations are enormous. We don’t need college educations to see, and feel the impact of business conduct that angers the customer. We just need to listen and keep our eyes open.

Vendors, suppliers and service providers are engaging in the “Red Zone Tug” (RZT) consistently. What is this? How can we avoid being part of the RZT movement? What can we gain by being doers and finishers, independent of customer pestering, poking, pushing and pulling us across the finish line? Let’s hang up RZT cleats once and for all. Let’s change the trajectory of our companies starting tomorrow. Join us for an honest and direct show. The RZT is the biggest problem facing businesses today!

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Episode #125: ACHIEVING PEAK PERFORMANCE with Thoughtfully Fit® Mar 10, 2022

As Founder and CEO of Darcy Luoma Coaching & Consulting (DLCC), Darcy is a Master Certified Coach that creates high-performing people and teams by clearing the hurdles--and people problems--that get in the way of peak performance. Enjoy the honesty, transparency, relatability and high-energy that Darcy brings to the microphone.

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Episode #124: COSTLY IMPRESSIONS THAT AFFECT BUYERS Mar 03, 2022

Reasons for, and ideas opposed play a huge role in the decision-making process. However, their odd relationship to one another is almost never discussed. In this episode we take you on a quick journey into the mind’s eye, and how these two concepts form a rigid, T-bone that determines many outcomes. We sincerely hope the next 12 minutes can tickle your thought process, and provide a fresh perspective on ways to achieving better results with buyers.

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Episode #123: ATTRIBUTES THAT MATTER Feb 24, 2022

Do you focus on what makes you stand out, and stand tall? Do potential customers know what makes your business unique? Do you spend too much time beating the “price of admission” drums? Have you ever considered ways to play in a less crowded sandbox? Are you active in hallmarking? Join us as we look at ways to identify, harness, prove and communicate uniqueness that customers will pay for.

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Episode #122: BAD BUYING DECISION Feb 17, 2022

Do our customers buy and invest, or are they sold and persuaded? Is there a logical, understandable, and simplified buying process the average consumer goes through before arriving at a favorable decision? If so, what are the buying phases, and how can a business use this information to create better transaction experiences? Join us for a trip on the Transaction Tollway as we travel in the investment lane.

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Episode #121: HITTING "SEND" BY MISTAKE Feb 10, 2022

What did I do? I cannot believe I actually sent that! Emotions. Anger. Frustration. Endorphin overload. Excess coffee. For whatever reason or reasons, most of us have hit the proverbial “Send” button, only to wish we could have a redo on that email. Join us for this noggin-nudging episode, as we look at using snow globes to improve our communication skills. Seriously!

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Episode #120: PROVIDING QUALITY ANSWERS Feb 03, 2022

Providing quality answers to customer questions is necessarily unavoidable when businesses pursue excellence. In these 16 minutes we invite you to examine how your company manages these elements of customer service?
What is the answer depth you supply for teammates and customers? Do you have set protocols for processing questions and arriving at answers? Do your customers get different treatment than teammates? Join us as we discuss a topic that is essential for serving inquisitors successfully.

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Episode #119: NO NAME CUSTOMERS Jan 27, 2022

What happened to us? Why are lazy, generic name substitutions so prevalent? Imagine how many of our customers feel slighted by our lack of using names? Imagine how they feel to see their success increase, yet they hear the value and importance of their name decrease. Imagine the oddity seeing their net worth blossom, and simultaneously their name begins to fade away like a summer flower wilting with the onset of autumn. Let’s do a REBOOT on this! Join us as we stir the soup pot with one ingredient that can help bolster long-term customer relationships.

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Episode #118: POOLSIDE WITH ADAM ADAMS Jan 20, 2022

Are you contemplating dipping your toes into the podcast pool? Or, are you more interested in diving in headfirst? Do you take a long swim, or do you immediately get out because the water is too cold? Maybe you are still in the chin-rubbing stage of your podcast decision process? Wherever you are in your podcast journey, we invite you to tune in and hear what Adam Adams has to share. Affectionately known as “Triple A”, Adam is the founder of a company that can help you launch, grow, manage, and monetize your own show. Grab your swim suit, microphone and towel for a poolside chat that explores what’s actually under that water line!

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Episode #117: FIRST IMPRESSION FITNESS Jan 13, 2022

Join us as we visit the First Impression Fitness (FIF) Gym for a little workout. Today we focus on the 3V equipment to sharpen our skills on making new acquaintances. Remember when Casual Friday came onto the scene? It seems like that turned into casual week, and then casual year. Have we let the casual mindset invade our opening, human-to-human dialogue? Did we lower our first 30-60 second guard? Have we become too lazy with our first impressions? I know may answer to that question. Let’s see what your answer is after you’re done at the FIF Gym!

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Episode #116: TO STIR WITH LOVE Jan 06, 2022

What do you do with questions? Do you ignore them, or hunt for answers that could become agents of change? We help you ask yourself questions. We don’t claim to be answer gurus. Our weekly show asks personal and professional chin-rubbers that only you can answer. We want to stir the business pot in ways that encourage actionable revisions. We believe better results are achieved when companies improve how they go about conducting business. Our hope is that we assist you in unlocking, small, easy-to-implement, low-cost modifications that lead to positive growth. Episode #116 packs plenty of questions!

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Episode #115: PROSTATE CANCER MEETS MR. LAUGH-A-LOT – with Matt Bright Dec 30, 2021

Stage 4 cancer led Matt Bright to Johns Hopkins Proton Therapy Center for 40+ days of treatment. To the surprise of everyone at the center, this patient came in blazing a smile, and left a trail of smiling faces upon his exit! Join us as this multiple business entrepreneur, father, husband, coach and God-fearing man handled his wrestling match with cancer. This is a wonderful story for sharing with anyone who is battling cancer.

CORRECTION: Terry Bright was not a GLHS Cheerleader. My apologies to Terry and the GLHS Cheerleaders of 1972-1976!

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Episode #114: UNPLUG THE VACUUM! Dec 23, 2021

Is your “INBOX” filled with 4,879, unhighlighted emails indicating they are “READ?” The busier we get, the easier it becomes to view emails and never act on them. Just think of all those puzzled and sad customers, associates and vendors who keep looking for our return volleys? Isn’t it better to give than receive? Let’s have some fun with these next six minutes. Merry Christmas!

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Episode #113: THE ENTREPRENEURIAL PASTOR with Cory Ball Dec 16, 2021

Pastor Cory Ball shares his personal journey on starting Redemption Church in Kirkwood, MO. His wit, passion, knowledge and enthusiasm combine with his superb storytelling for an entertaining, informative and fun show.

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Episode #112: FEAR NOT... Dec 09, 2021

We invite you to open your arms and hearts to how God can answer these questions. My answers were delivered on December 24th, 1987 in Princeton, New Jersey! I hope this is your year to receive what God intended as His gift for you. Merry Christmas!

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Episode #111: PEOPLE WITH DISABILITIES & THE WORKPLACE FRONTIER Dec 02, 2021

People with disabilities are enthusiastic, well-prepared, highly-qualified and ready to share their professional skills with potential employers! Steve Schenck and Steve Spencer lead us down the road of understanding during this unique broadcast. Steve & Steve work for Paraquad, a St. Louis based company founded by Max Starkloff. Max was a vital member of the lengthy civil rights movement that gave birth to the Americans with Disabilities Act (ADA) in 1990.

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Episode #110: WORDS MATTER Nov 25, 2021

My book editor really taught me the significance of being deliberate with each word. During our eight editorial rounds I learned how to write more powerfully with less text. Our goals centered on word count reduction and word selections. The intended result was a fast and enjoyable reading experience. Customers also appreciate this same effort from vendors. Join us as we stir the mind with some thoughts and ideas about words and editing correspondence.

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Episode #109: DIRECT BEATS DEFLECT Nov 18, 2021

Whether our responses are simple, tough, unwanted or uncomfortable, we suggest using a direct method that conveys what the customer deserves to hear. Abandon the crafty Spin Doctor methods and leave those for the political and media arenas. Additional repeat and referral transactions await those enterprises who are truthful, to the point and transparent.

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Episode #108: HI-VIZ VOICES Nov 11, 2021

The answer has not changed in over 30 years. Yesterday it cropped up eleven times in seven minutes. Why do we keep losing momentum by wrestling the same bear over and over! This is a rapid-fire show with a call to action for an executive exercise! This show can change your business overnight!

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Episode #107: GIVE & GO Nov 04, 2021

Join us as we consider the impact of exchanging a negative action verb with an uplifting, positive word. Imagine if 2022 could be highly productive because of one, small, easy and compelling improvement? Thanks for spending these 12 minutes with us.

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Episode #106: PREPARING CUSTOMERS Oct 28, 2021

Managers must be able to manage effectively. To do so, decision makers need good information. Do we actually equip customers with enough order variables? Are we communicating all the curve balls that can have an impact on the results buyers are expecting? Take a quick spin with us as we discuss preparing customers with better information.

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Episode #105: COOLING THE BOIL Oct 21, 2021

Join us as we show the two sides of common business perceptions! Avoid the yellow results and pursue the blue! Flip the script on potential customer anger. This show scoots quickly, and as you will see and hear, I had enough coffee for all of us!

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Episode #104: VALUABLE VOYAGE Oct 14, 2021

How do you monetize your capabilities? Can you brand your skill sets? How do core values affect your personal brand building? How can you make the most of your business voyage? Join us for this “CAREER CORNER” installment designed to boost your professional worth and strengthen business integrity! If you want some expert advice, please consider tuning into Rick Diana in episodes E86 and E87! Safe travels on your voyage!

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Episode #103: TACKLING TASKS Oct 07, 2021

What if we could deliver a crisp, clear blue-sky day for each and every customer interaction? Join us as we pay forward some simple concepts designed to create win-win scenarios in the new and emotion based “Experience Frontier.”

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Episode #102: FORMATTING FANS Sep 30, 2021

This large retail decision maker was telling me how to REBOOT and make other buyers happy. I took the bait and today’s show pays forward the simple format changes I embraced in 1996, and still use to this day! Do you want to cultivate more internal, and external fans of how you do business? If so, please join us for this fast-flowing broadcast. Cheers!

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Episode #101: HAWK EYES Sep 23, 2021

As we tackle the new frontier, this show details two simple examples where change was just waiting to happen. Example #1 shares math that matters. Example #2 highlights TLC that alters perception in healthy ways. Enjoy and thanks for tuning into our weekly show.

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Episode #100: THE NEW FRONTIER Sep 16, 2021

The business landscape is transitioning from factual metrics to emotional perceptions. To survive and thrive, companies must embrace this new horizon. We look forward to assisting with tools and programming that impact business health and growth in this new frontier.

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Episode #99: DESIGN & PRODUCTION SOLUTIONS with Hidi Fankhauser Sep 09, 2021

Hidi Fankhauser shares her adventure about blending skills, creativity, detail and virtual tools to bring quality apparel to life. This Mompreneur sincerely enjoys her profession. Enjoy this “GARMENTOLOGY” episode and be sure to focus on how Hidi pays her passion forward to the next generations.

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Episode #98: PATH CHANGER Sep 02, 2021

I made this mistake for ten years of my life. If Episode 98 describes you, please consider taking this path! Customers want this, and they will pay for it. Enjoy the rest of your summer!

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Episode #97: SWITCHING LANES with Heather Creech Aug 26, 2021

Heather Creech shares how she switched professional lanes in the middle of her career! Enjoy traveling down Heather’s life highway as she unveils her enthusiasm for empowering people as a Health Coach with Profile by Sanford.

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Episode #96: HIGH VOLTAGE SUMMER BREEZE Aug 19, 2021

Before you can finish a cup of coffee, we deliver a powerful biz tool that is becoming a rare commodity. Cool off with our quick breeze that is sure to electrify your business results. This can make everything better!

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Episode #95: REAL ESTATE PODCASTING with Jackie Mahaney Aug 12, 2021

Join us as we chat about real estate, podcast life, family, faith and current events with a Phoenix area Real Estate professional. Jackie Mahaney brings her expertise and upbeat attitude to the SimpleBiz360® Podcast. Enjoy and check-in with Jackie if you are relocating to the Phoenix/Scottsdale area of Arizona.

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Episode #94: CURVE BALLS Aug 05, 2021

Unexpected obstacles, hiccups and disappointments knock on all of our doors. Do the small and medium speed curve balls disrupt your business endeavors, or are they just brush-back pitches? Does adversity leave you feeling defeated, or do you look for the silver-lining hidden within the negative event? Tune in for 11 minutes and let your thoughts get stirred!

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Episode #93: SMALL BIZ BARBECUE with Mark Mittendorf Jul 29, 2021

Mark Mittendorf shares his heart, and his six-point business model designed to serve God and customers. If you are searching for a small business model to learn from, this show is for you!

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Episode #92: CAN DO vs. CAN’T DO Jul 22, 2021

Rigid or flexible? Unwilling or willing? Narrow-minded or creative? Do we deny deviations or do we welcome unique requests? When you look at the cement that binds your company, is it a “CAN DO” foundation of optimism, or a “CAN’T DO” platform of pessimism? Grab a cup of coffee and let's do some chin-rubbing!

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Episode #91: THE ED PHILIPS INTERVIEW (Ed Philips Fine Art) Jul 15, 2021

Decades of retail management, sales management and business ownership prepared Ed Philips for his latest entrepreneurial adventure. Please join us as Ed provides a heartwarming glimpse into how he blended together a passion, a skill and business acumen to create a unique online company.

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Episode #90: BIG WINDSHIELDS Jul 08, 2021

We invite you to look through your windshield and capture the enormity and excitement that lies ahead. Regret, backpedaling and rewinding past events never created a “glass half-full” mindset. Dream, plan, prepare and get your tools in order for the great adventure of doing business with optimism.

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Episode #89: THE PAUL BAUM INTERVIEW (PlanITROI.com) Jul 01, 2021

I met and hired Paul Baum in 1990. Shortly thereafter he began his entrepreneurial adventure that is 30 years strong and still going. Pauls’ second company, PlanITROI is now celebrating their 20th anniversary. We invite you to soak up this story and see how Paul, his daughter, and the rest of the PlanITROI team, are standing in the gap for those in need of affordable technology.

FYI: Paul’s Lost in The Shuffle (L-I-T-S) selection only has 939 million views! WOW!

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Episode #88: UNIQUENESS Jun 24, 2021

Potential customers want to know how you stand out from the competition. Fair prices, good quality and timely deliveries are the price of admission in most cases. Consumers want their buying decision to be easy and strongly supported. So, let’s shuffle the deck and start dealing potential clients with unique branding points. Join us for a cup of coffee and some thought stirring!

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Episode #87: PROJECTING YOUR TALENTS - An interview with Rick Diana Jun 17, 2021

Part two of this series explores harnessing, networking and messaging your talents. Rick’s straight forward approach enables you to convey and monetize your proven uniqueness. The next 80 minutes will give you tools and confidence to project your true value to the corporate world! We encourage you to share this episode with family and friends!

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Episode #86: PREPARING FOR THE CORPORATE TALENT HUNT - An interview with Rick Diana Jun 10, 2021

The first installment of this two-episode series paves a path to setting victorious expectations. Rick joins both sides of the interview desk with candid insight and pragmatic solutions. Episodes 86 and 87 can provide a competitive career advantage for anyone willing to grasp the full measure of Rick’s messages. We encourage you to share with family and friends!

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Episode #85: ROLE-PLAYING & REHEARSING Jun 03, 2021

The rewards of dialogue preparation will pave a path for calming nerves and increasing personal confidence. Hang with us for 9 minutes as we encourage you to consider role-playing and rehearsing to polish and refine your verbal skills.

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Episode #84: THE DR. MICHAEL LEA INTERVIEW May 27, 2021

Join us for this infotainment enriched podcast. Dr. Michael Lea takes us up, down and all-around this unique chiropractic discipline. Funny, smart and informative, Dr. Lea shares his profession with charisma, energy, props and simplistic analogies. This was a really fun episode to tape. We hope you enjoy it!

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Episode #83: THE VOLUNTEER EXCHANGE May 20, 2021

Imagine a business world where many customer questions disappear and are exchanged with voluntary answers. In other words, we invert conventional business mechanics and equip customers with information before they ask for it. It’s not that hard and it can be fun watching customers smile and thank you for being respectful of their money and time. Set aside 13 minutes (not 10), grab your favorite beverage and we hope you find it helpful!

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Episode #82: THE AMIE HOFF INTERVIEW (FitKit.com) May 13, 2021

Amie Hoff shares how two sisters take their idea to market. These best friends assemble equipment and knowledge into compact packages capable of delivering healthier lifestyles. Tune in and enjoy Amie’s entrepreneurial story that highlights hard work, creativity, family, athletics, entertainment, television, ecommerce and the promotional products industry.

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Episode #81: REDISTRIBUTING WEIGHT-BEARING LOADS May 06, 2021

This broadcast tackles a consistently overlooked and ignored element of business. Do you transfer the task to the customer? Or, do you shoulder the workload? Do you want to elevate customer satisfaction and create a better perception about your company? If so, this show is for you. Episode #81 is sure to put smiles on customer faces and money in your bank account!

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Episode #80: THE JENNY MINER INTERVIEW Apr 29, 2021

Jenny Miner takes us inside an online giant to deliver an informative and articulate podcast. This program allows listeners and viewers to jump into the seat of a buyer. The broadcast uncovers a deeper understanding of what ecommerce purchasing departments need to streamline their efforts and maximize vendor relationships. Jenny is a proven professional that will bring a fresh perspective to your inbox!

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Episode #79: SLOW MOTION VISIBILITY Apr 22, 2021

Business and life often merge to create a super highway of hustle and bustle. Many of us rarely escape fifth gear. Slowing down seems counter intuitive amidst the warp speed of our daily lives. Join me as I share my illuminating conversation with a former NHL player. The topic of our talk was the greatness of Wayne Gretzky. Take a ten-minute coffee break as we connect the dots to the significance of slow-motion clarity.

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Episode #78: THE MATT POLLARD INTERVIEW (Leadsun Solar Power Lighting) Apr 15, 2021

The Managing Director of Leadsun takes us on his journey to discovery. Sensing that technology and cost improvements could be achieved, Matt Pollard maps out how teamwork and determination met this chin-rubbing challenge. Join our engaging guest as this true gentleman unveils solar lighting and inspires future innovators.

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Episode #77: THE FROM SCRATCH BAKEHOUSE INTERVIEW (Cara Peroutka & Julie Shaw) Apr 08, 2021

Inspired by providing homemade goodies for family gatherings and various PTA collaborations, the idea of friends baking together blossomed into something very special. I was genuinely intrigued after meeting Cara and Julie while picking up a gluten-free Christmas Coffee Cake in 2020. After eating this phenomenal treat (over the next four days), I knew their story had to be captured on tape. Delightful, insightful, engaging, informative and fun, Cara and Julie deliver INFOTAINMENT for all ages.

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Episode #76: THE KRISTEN FARRAH INTERVIEW (Dudes Love Brunch) Apr 01, 2021

2020 was the unique backdrop for the birth of this start-up. Dudes Love Brunch (DLB) came into public view through the hard work of an exciting visionary who is making things happen! Our interview explores family, competitive athletics, writing, blogging, being “comfy” and how she is investing in herself.

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Episode #75: SMALL SCREEN SMACKDOWN! Mar 25, 2021

Are there certain business situations that warrant the use of our desktops instead of mobile devices? This episode does not contain answers…only questions. Have you ever lost money, specifically because you processed business on a mobile device instead of a larger computer? If so, we invite you to grab your favorite beverage, sit back and enjoy the show.

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Episode #74: THE ELEPHANT DOCTOR! Mar 18, 2021

To many of us, details are the two-ton elephant in the room. Many business owners despise rolling up their sleeves and getting into the weeds, navigating the minutia, dotting the I’s and crossing those t’s! However, becoming an Elephant Doctor is a fiduciary responsibility we all need to employ if we are to remain operable. Roll out that red carpet and get ready to multiply attention-to-detail x 100!

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Episode #73: FRONT DOOR-BACK DOOR. Mar 11, 2021

For thirty-five years I have witnessed leadership fascination with “GETTING” customers. However, many times “KEEPING” consumers and buyers happy has never received the same weight of desire. I have actually heard management declare that paying customers should perceive the act of doing business as a “PRIVILEGE!” Really? Let’s get real in this episode and shatter that myth!

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Episode #72: EFFORTS & RESULTS Mar 04, 2021

Business can be harsh, lonely, exhausting and costly. It can also be exhilarating, fascinating, exciting and rewarding. The outcome depends on accepting the realistic rules of engagement. Join us as we take the ice for a thought-provoking faceoff.

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Episode #71: SIX-POINT PUNCH. Feb 25, 2021

Grab a cup of coffee and hear a refreshing account of a fourteen-year-old business that never markets, always has a full workload plate, and does 70% of annual revenue with repeat customers. Can this six-pronged business model do the same for your business? This show is a real chin-rubber!

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Episode #70: THINK. Feb 18, 2021

“Watch & Listen” has replaced “Read & Think” as our minds have been trained by self-serving voices designed to narrow and funnel our perspective. Businesses and consumers have suffered. We encourage you to reengage with stimulating thought and rediscover an exciting world of independent thinking that can deliver better repeat and referral business.

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Episode #69: TRUTH. Feb 11, 2021

What do customers believe? Lies have invaded life to such a degree that consumers have trouble discerning what is real! Join us as we try to get our business trains back on track in pursuit of delivering TRUTH. Hidden benefits are found all over the perimeter of TRUTH!

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Episode #68: DUPE SOUP • Permanently Off Menu! Feb 04, 2021

Consumers have endured decades of self-serving, hidden-agenda, greedy and fictitious messaging designed as absolute truth! In this show we urge you to avoid the adoption of such careless and misleading business strategies. Customers want and deserve better! Now is the time to EXPLORE YOUR CORE and build your foundation on humility, honesty, truth and customer-centric focus!

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Episode #67: AVOID SWEEPING DIRT UNDER THE RUG! Jan 28, 2021

How do you process tricky situations or sticky issues? Do they intimidate you and cause you to avoid dealing with them? Join us as we flush out the dangers of passing the buck and sweeping problematic dirt under the rug!

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Episode #66: TRANSFERABLE SKILLS Jan 21, 2021

Pay it forward for your and your career. Many business situations contain valuable takeaways that can assist you with improving your professional assets. Eyes on the road and keep the shiny side up!

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Episode #65: The INCLUSION Challenge! Jan 14, 2021

Silly question, right? Then why do some of us make consumers feel like they are an intrusion? Just think what could happen if we treat them like they are part of our business family. Join us as we kick off our 2021 challenge by asking questions and finding answers that lead to better customer INCLUSION!

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Episode #64: FAST-FIVE NEW YEAR REZZIES! Jan 07, 2021

Dive into five, overlooked and underappreciated improvement tweaks! Happy New Year!

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Episode #63: THE DAVID GAULE INTERVIEW Dec 31, 2020

Nutrition, supplements, wellness, organic foods, non-GMO products, business ownership and customer satisfaction are covered in this informative and engaging interview. For 18 years Dave has lived out his passion to help and serve others at O’Fallon Nutrition in St. Charles County, Missouri. Say goodbye to 2020 and start 2021 with a combination of personal care and biz tips!

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Episode #62: HOW TO MAKE CUSTOMERS FEEL WELCOME Dec 24, 2020

Are we putting out the “Welcome Mat” for our potential and repeat customers? Are we sending messages of inclusion, or are we broadcasting intrusion, confusion and illusion? We want to ask the right questions that promote changes which will result in better business deliverables. Merry Christmas!

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Episode #61: MY TESTIMONY • DRUNKENNESS, DRUGS & DISCOVERY Dec 17, 2020

2020 has served up heavy doses of fear, anxiety, loneliness, depression, drug addiction, alcohol dependency, suicide and child abuse. Healing, restoration, peace, contentment, completeness and forgiveness are all very close by. We invite you to join us as we unwrap the true Christmas gift that is waiting and available to anyone!

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Episode #60: THE DAVID & DAWN GIOMBETTI INTERVIEW Dec 10, 2020

Jump aboard with Dawn and David Giombetti as they recall setting the sails on their entrepreneurial voyage. Their story has inspired me since the late 1980’s. Enjoy their passion for business and desire to serve customers well! Come sail away for the next 80 minutes.

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Episode #59: THE JAMIE YORK INTERVIEW Dec 03, 2020

Engaging, driven, creative and relatable, this rising star has a lot to offer entrepreneurs and business professionals. We hope you enjoy this as much as we did! Cheers!

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GIVING TUESDAY Nov 30, 2020

O. U. R. specializes in the coordinated rescue and planned recovery for children who are victims of human trafficking and sex slavery. We encourage you to visit their website (ourrescue.org) and consider supporting this organization with your donation of money, time or both.

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Episode #58: CRYPTIC COMMUNICATION! Nov 26, 2020

This show identifies and examines the popular path of short, abbreviated, sketchy and confusing communication. Is this rapid style of customer service helping or hurting business relationships? Join us as we put a spotlight on this business shift.

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Episode #57: THE JIMMY CLARE INTERVIEW Nov 19, 2020

Committed to elevating the quality of life within the spectrum, Jimmy is focused on sharing encouraging advice about exercise, nutrition and a healthy lifestyle. This is an educational episode tailor made for sharing with family, friends, classmates and neighbors that are touched by autism.

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Episode #56: SMALL BUSINESS MONTHLY MAGAZINE INTERVIEWS SIMPLEBIZ360 Nov 12, 2020

The short discussion with Ron Ameln and Jeffrey Mason ends with the TOP FIVE suggestions for increasing repeat and referral business.

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Episode #55: THE ALEX DIETRICH INTERVIEW Nov 05, 2020

Gaming, digital marketing, podcasting, operational duties and hard work are molding a fast and successful career for this young COO. With the wind at has back and a huge future ahead, Alex chats about business and life!

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Episode #54: HOW TO BE A BUSINESS PREPPER! Oct 29, 2020

Does “winging it” or “shooting from the hip” describe you? We realize that many business operators wear these badges. Take a quick trip with us as we stimulate your thoughts on being better prepared. This show is light and fun. Scouts honor!

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Episode #53: HOW TO INCREASE CUSTOMER SERVICE EFFECTIVENESS! Oct 22, 2020

Exhausted with all the inquiries and order issues? We know the drill and understand that your time is money. We also realize that happy customers lead to better repeat and referral rates. So…let’s combine spending less of your time with increasing consumer satisfaction. Let’s get you “One-Twenty Certified” in eleven minutes.

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Episode #52: HOW TO UNDERSTAND CUSTOMERS! Oct 15, 2020

Do you ever feel like customers give your company a bad rap for no reason? We nod in agreement as this broadcast examines “Speaking to The Mind’s Eye” to create better win-win transactions! In today’s marketplace, perceptions often solidify themselves as reality. Sadly, this process can overshadow fact which complicates customer satisfaction and business growth. Join us for a few minutes as we flush this out.

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Episode #51: HOW TO GROW YOUR BUSINESS! Oct 08, 2020

SimpleBiz360™ is focused on enhancing customer satisfaction that delivers business growth. We share proven and simple suggestions that are woven together with common sense. This episode quickly unpacks our mission. Weekly shows are 10-12 minutes. It would be a sincere honor to have you join us each week.

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Episode #50: HOW TO SAY THANK YOU! Oct 01, 2020

There is no right way. Just remember to say it. Business operators move fast and often overlook expressions of gratitude. The power of a sincere “Thank You” puts a smile of both the giver and receiver. We take this time to show our genuine appreciation for all the fine professionals who have contributed to our podcast. Enjoy this quick collection of some highlights from Season #1. Thank you for spending time with us.

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Episode #49: WHY? Sep 24, 2020

Whenever a business transaction is altered by unexpected change, there is usually an underlying reason. “Why” is the natural customer response. In this episode we discuss the need to feed customer curiosity.

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Episode #48: SUN. DIRT. WATER. Sep 17, 2020

What are the essential ingredients for companies to grow and thrive? We look at satisfied customers to answer that question. We focus on our “BIG 3” list that delivers the same business results that sun, dirt and water provide for plant life.

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Episode #47: THE HIGH COST OF PUSH-PULL Sep 10, 2020

Let’s spend ten minutes examining business interactions from the customer perspective. This show is a small and inexpensive insurance policy that protects your investment of time, money and effort.

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Episode #46: STAND IN THE GAP FOR THE VOICELESS Sep 03, 2020

Spend six minutes with me to hear about the helpless. We can all become agents of change and stand on the gap for those who need hope, rescue and freedom.

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Episode #45: HEY! Aug 27, 2020

We all have names. Let’s relearn how to say them! If you want to knock out some of your competition, and get more customers to begin liking you, then let’s retire the laziest greeting in our vocabulary. Hey…I’m also guilty of this. Let’s dive into this together!

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Episode #44: CARRYING SYSTEMS Aug 20, 2020

We combine the notions of deep “THINKING” and “PROCEDURES” to create business tools that make customers happy and bank accounts healthy.

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Episode #43: “SHRIMP ON THE BARBIE” WITH GORDON MANZIONE Aug 13, 2020

High School classmates reunite for an entertaining show beaming from Campbelltown in New South Wales. Grab your favorite beverage, kick your feet up and enjoy this long-distance conversation with the “G-MAN.”

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Episode #42: INGREDIENTS Aug 06, 2020

On August 6, 1983 I married my lovely wife. As we celebrate our 37th wedding anniversary, I am also reminded of the biggest question I forgot to ask. Join us for this quick summer show that spreads some sunshine on an important aspect of business.

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Episode #41: TAKEAWAY TONIC Jul 30, 2020

Processing business events as teachable moments will build operational strength and grow bank accounts. We keep things breezy and light as we mix a cool summer cocktail of takeaways.

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Episode #40: THE KELLY JOHNSON INTERVIEW Jul 23, 2020

We discuss life, business, tennis, running, Wisconsin, podcasting and her foundation (KJF).

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Episode #39: QIQO Jul 16, 2020

Best practice apparel manufacturing developed my muscle memory for exceptional customer satisfaction and high profit retention. “TECH PACKS” are a reliable way to ensure that detailed production specifications deliver consistency and excellence. Quality-In-Quality-Out (QIQO) is a catchy acronym that makes customers smile!

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Episode #38: STREAKING Jul 09, 2020

The rhythm of good business is steep with timely customer care. Consumers become agitated when bursts of energetic service abruptly turn into strange disappearances. This “STREAKING” rolls out the red carpet for the Silent Business Killers (SBKs). We unpack this and make some corrective suggestions in a short, fast-paced show.

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Episode #37: RECIPROCATING Jul 02, 2020

If customer satisfaction is important to your business, then we encourage you to develop the art of “RECIPROCATING.” People buy from people they like! Harness this practice and you will strengthen customer relationships. Happy July 4th!

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Episode #36: DELIVERING BAD NEWS Jun 25, 2020

Spinning, fudging, blame shifting, and crafty communication are often the defaults used by businesses. Where does truth fit in? We explore this entire ball of wax in a quick podcast.

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Episode #35: THE ADAM MASON INTERVIEW Jun 18, 2020

From winning a college scholarship, to being kicked out of school, the Adam Mason story is a fun one. Determined to be an achiever, this story of redemption follows Adam as he finishes school, leans into photography, forms a successful company, launches a podcast and shifts gears with the COVID-19 pandemic.

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Episode #34: ENTREPRENEUR UPTICK Jun 10, 2020

Many unemployed Americans will bravely paddle towards uncharted headwaters. IRA’s, savings accounts, home-equity loans, conventional loans and credit cards will fuel this entrepreneurial boom. Excitement, hard work, passion and creativity will be the bedrock of these solopreneurs. We deliver 10 “CORNERSTONE CONCEPTS” that can greatly assist these courageous professionals in operating customer-pleasing enterprises. We hope it helps!

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Episode #33: REMOTE WORKING Jun 04, 2020

Once the economy restarts, huge percentages of workers will be asked to operate from their own homes. New challenges and wonderful benefits will arise from this marketplace shift. New “INDIVIDUAL RESPONSIBILITIES” will be a vital component of transitioning to working from the family residence. This broadcast delivers 12 points to be considered when working from your apartment, condo, townhome or house. We hope it helps!

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Episode #32: INTERVIEW TIPS May 28, 2020

Over 33 million Americans are without work due to the pandemic. Once the economy restarts, reentry into the workforce will be highly competitive. Job applicants will far outweigh job opportunities. “INTERVIEWING SKILLS” will be a vital component in securing employment. This podcast is our gift to all those people unemployed. We hope it helps!

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Episode #31: RESUME TIPS May 21, 2020

Over 33 million Americans are without work due to the pandemic. Once the economy restarts, reentry into the workforce will be highly competitive. Job applicants will far outweigh job opportunities. The effectiveness of the “RESUME” will be a vital component in securing employment. This podcast is our gift to all those people unemployed. We hope it helps!

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Episode #30: REENTRY. REMOTE. REBUILD. May 14, 2020

Competition for new jobs will be ferocious. Companies will shutter cubicle concourses and fuel remote working. Large numbers of solopreneurs will bravely rise from the ashes of the 33 million people who are now unemployed. We kick-off five episodes that deliver help with preparation, tools and solid foundations for reentry, working from home and starting new ventures.

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Episode #29: DESKTOP DISRUPTION May 07, 2020

Take this ten minute ride with us as we travel a high mountain road in search of disruption. The destination will be a welcomed surprise for you and your customers.

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Episode #28: ATMOSPHERICS Apr 30, 2020

We attempt to address the cart and the horse. Let’s explore catching the right “go to market” bus that hits all the right stops and delivers what customers really want.

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Episode #27: MARATHONS & BUSINESS TAKEAWAYS Apr 23, 2020

Upon reaching the 35,000 mile mark after 40 years of running, I take a fun look at what business advice is tucked in inside the preparation and running of marathons. Three of my six marathons were wonderful and the other three went haywire as I slammed into the proverbial wall.

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Episode #26: THE UNEXPECTED CONDITIONS GROOMING UNPRECEDENTED LEADERS Apr 16, 2020

Approximately five million college seniors must process the remainder of their academic experience differently than any previous group. Jessica Chamberlain (Stockton University) peels back the onion on the effects of the pandemic with the graduating class of 2020. This articulate student delivers a respectful, mature and insightful perspective on the collegiate climate and how these conditions will shape the young leaders of tomorrow.

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Episode #25: CARNEGIEISMS Apr 09, 2020

This broadcast has been on my mind since day one. What an honor it is to uncork six of my favorite principles from the Dale Carnegie library. Number seven is brought compliments of Rick Diana from Trinitas Talent Management. Thank you Mr. Carnegie!

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Episode #24: ACCELERATING YOUR SALES PIPELINE IN THE MIDST OF UNCERTAINTY Apr 02, 2020

Steve unpacks key strategic sales tools modified for the “New Normal” world of selling and buying. Reacting very quickly to the challenges associated with quarantined life, Ignite Selling designed and released a cutting-edge sales program. The Virtual Strategic Planning Simulation (VSPS) is designed to assist leadership and sales teams with maintaining focus on quarterly goals and objectives during these uncertain times. SimpleBiz360® is excited to help spread the news about VSPS and the April 6, 2020 launch.

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Episode #23: THE DONNA ABATE POTTER INTERVIEW Mar 26, 2020

The special event podcast features a candid discussion with an inventor, solopreneur, wife and mother. Donna Abate Potter unwraps the story behind the story of launching Fusion Gates. From vision to starting up, Donna highlights the successes and challenges of product development, business ownership, manufacturing and managing her internal engine. This adventure has something for everyone. We sincerely hope you enjoy this authentic, inspirational, endearing and uplifting story about life.

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Episode #22: COURTESY COMMUNICATION Mar 19, 2020

We unpack this jim-dandy concept that is usually one, two or three sentences in length. Over the years I have received dozens upon dozens of thank you notes from C-COM recipients. Join me as I share the benefits of sending these crowd pleasers.

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Episode #21: AVOID SWIICFU Mar 12, 2020

Delivering good service is critical to the health and welfare of small, medium and large businesses. Not delivering what customers deserve can be damaging to the enterprise and the dreams of the company founder. This installment is all about understanding the dangerous, and apparent growth of SWIICFU.

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Episode #20: WINNING THE MIDDLE Mar 05, 2020

The “Middle” business sector contains the most opportunity for small business success. This show identifies and highlights how solopreneurs, entrepreneurs and risk takers can avoid either/or customer perceptions and capitalize on professionalism.

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Episode #19: LOST IT ALL…almost Feb 27, 2020

In baseball the best run producers are called the “heart”, the “meat” or the “middle” of the lineup. Every team focuses on this to win championships. Businesses also need to successfully address this center mass. Episode 19 unveils the adventure this author/podcaster experienced on his way to understanding the vital significance of the “Business Middle.”

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Episode #18: JUST MARRIED Feb 20, 2020

Does this sound like my marbles are gone…or going? Nope…they’re still here. The cobwebs are gone and clarity reveals the harmony when a business bonds the back end of the house to the front end! Turn your claims into deliverables by gluing them together.

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Episode #17: THE MAGNIFICENT SEVEN Feb 13, 2020

Fuhgeddaboudit. If you learn how to master these belief builders, your business will start living large and in charge! There is way more to this story…but let’s do ten minutes for starters.

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Episode #16: HERE-LIES…? Feb 06, 2020

How will you be remembered by customers and colleagues when you hang up your cleats? What is your distinctive feature? What is your hallmark? What will your business tombstone read? If you don’t like the answer, then change course to alter the ending. The cement engraver has not started yet!

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Episode #15: ESTABLISH, DISPERSE & EXCEED Jan 30, 2020

In this broadcast we address some nuts and bolts of Expectations. So few managers, business leaders, executives or coaches deal with expectations in comprehensive fashion. SimpleBiz360™ loves this concept and we share tools that are foundational to exceeding stated and defined customer Expectations.

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Episode #14: RED CARPET ROYALTY Jan 23, 2020

Inviting operational improvements can be healthy and profitable. To elevate business performance, just like on the athletic field, we must roll out the royal, red carpet for change. Let’s unpack Tool #234 and talk some shop!

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Episode #13: MY FAVORITE ST. LOUIS CARDINAL Jan 16, 2020

How did a player with a lifetime .202 average have such a profound effect on tens of thousands of business people? Please tune in for ten minutes and find out how he can help your business in 2020!

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Episode #12: TRIANGULAR Jan 09, 2020

Businesses continue to disappear when the rubber needs to meet the road. Think about this in the context of your own consumer spending! How many times have you been disappointed with poor follow-through on personal purchases? Watch what happens when we connect the dots to Silent Business Killer Strikes. Yikes! Let’s get triangular and take the 3Y Challenge together!

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Episode #11: THE GARRETT ATKINS INTERVIEW Jan 02, 2020

From his Eureka, MO roots, to the fast-paced universe of digital marketing and branding, Garrett shares his story in a 45 minute show. Engaging, articulate, successful and entertaining, this young St. Louis Titan provides insight on his journey and unveils what makes him tick.

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Episode #10: TIMELESS BUSINESS TOOL #202 Dec 26, 2019

Convinced this is a huge wrecking ball for many small operations, we encourage monitoring, measuring and analyzing your financial performance metrics. We keep the show light and on the surface. Deep dives are for another place, time and qualified resource. “Hold onto your Sand” is one of our mantras, and the inspiration of this phrase is birthed from the nuts and bolts of this broadcast content.

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Episode #9: TIMELESS BUSINESS TOOL #164 Dec 19, 2019

Our first excerpt from the COMMUNICATION drawer, we explore the importance of not letting any customer communication go unanswered. Whether it is by phone, via text or email, learn to bounce back a volley to demonstrate exceptional customer-focus.

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Episode #8: SILENT BUSINESS KILLERS Dec 12, 2019

We roll up our sleeves and dig deep in the dirt to plant this seed. A profound 1988 magazine article changed my perspective on how to make customers happy. Decades of fascination with these unshakeable truths, I do my best to educate and inform listeners on the most powerful enemies of any business.

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Episode #7: JERSEY SPEAKOLOGY AND THE TEN LITTLE FIXITS Dec 05, 2019

Your listening experience is top of mind. We call out ten changes that will be applied to future broadcasts with the goal of enhancing show quality. We do a lighthearted spot about Jersey words and phrases and then transition into the roster of 2020 guests. We cap off the 20-minute show with a brief, Rock & Roll piece that will be a hallmark of future shows.

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Episode #6: TIMELESS BUSINESS TOOL #138 Nov 28, 2019

We grab onto this SERVICE tool and unwrap an approach that few businesses ever discuss. We leave you scratching your head about all the proactive enhancements you can adopt. Once polished, this “diamond in the rough” will keep customers returning and referrals rolling in.

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Episode #5: TIMELESS BUSINESS TOOL #95 Nov 21, 2019

We slide into the PROCEDURE tool drawer to crank these gears into motion. Too much money is lost by businesses due to random order entry processes. Sloppy order entry procedures invite problems, create issue resolution backpedaling and drive customers to other vendors. We give you some useful information that help you retain profitability and customers.

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Episode #4: TIMELESS BUSINESS TOOL #63 Nov 14, 2019

We crack open our CUSTOMER tool drawer and unveil a necessity in growing your business. Time is money, and clients don’t want to have their precious time wasted. At the end of this short session, our hope is that we inspire you to make “doing business” easier and faster for your customers.

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Episode #3: TIMELESS BUSINESS TOOL #29 Nov 07, 2019

In this episode we open our CORE tool drawer and flush out a vital customer-pleasing quality. There are many aspects to integrity. We do our best to highlight the importance of this concept and encourage listeners to endorse, and utilize this business gem.

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Episode #2: TIMELESS BUSINESS TOOL #1 Oct 31, 2019

In this episode we unpack a bedrock concept from our EXPECTATIONS tool drawer. To create customer-pleasing results, business owners are encouraged to see transactions from a client-perspective.

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Episode #1: SERIES KICKOFF Oct 24, 2019

In this episode we answer the following questions: What is SimpleBiz360™? How does SimpleBiz360™ work? Why did Jeff Mason create SimpleBiz360™? Who is Jeff Mason, and why listen to my podcasts?

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