If you’ve ever been in a service-oriented business, you have likely dealt with the “high maintenance client.” This is the person who has unreasonable expectations and is often demanding, unrelenting, and never satisfied regardless of how hard you work to meet their expectations. In today’s podcast, I give you practical advice on how to handle these situations.
We all have things we do really well. In our businesses, these are usually the tasks that drive revenue. But if you’re like most entrepreneurs and executives, you probably only spend 20 percent of your time on these tasks.
The rest goes to solving other people’s problems, wading through oceans of email, attending inefficient meetings, putting out countless fires, and addressing draining operational issues. Been there, done that.
Think you have big goals? Think again. Over the summer, long-distance runner Dean Karnazes ran the Silk Road Ultramarathon. He covered 326 miles through the deserts and mountains of Uzbekistan, Kyrgyzstan, and Kazakhstan in just eleven days.
Before that, Karnazes reproduced the world’s first marathon, a 153-mile run from Athens to Sparta. He details that adventure in a new book out this fall, The Road to Sparta. I can’t wait to read it. But these are only the most recent in a long string of accomplishments.
I’m an assessment geek. I’m always looking to improve my own performance as well as my team’s. And I find measurement essential for upping our game.
I first started using personality tests over a decade ago when I became the publisher of Nelson Books. It was a way for me to peek under the hood and see what I could do to drive my performance to the next level.
Pretty quickly I also realized personality assessments gave me a great way to intelligently build my team.
When I first became an acquisitions editor, I took a proposal for a book on leadership to our Pub Board. (This is the group in a publishing company that determines what gets published and what doesn’t.) The consensus was that the book was not commercially viable. The market was just too small.
But in 1998 everything changed. Thomas Nelson published the The 21 Irrefutable Laws of Leadership by John C. Maxwell. I was the VP of Marketing at that time. My job was to help make the book a success.
Criticism is inevitable, especially as your success and business grow. In today’s episode, we give you four foundational truths to remember so you can remain grounded and refuse to take offense.
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If you’re a successful leader, you have high standards. That’s part of what makes you successful. You constantly strive to improve, to achieve.
You’re future oriented—most leaders I know are. You’re always working toward something better than you see right now. And that’s important, but there is also a dark side to this orientation: perfectionism.
If you’re not careful, part of what makes you great can also drive you crazy. I know because I’m describing myself.
Face it. You will eventually quit your job. It may be this year. It may be next. It may be ten years from now. But it’s inevitable. It’s only a matter of time. The only real question is: How do you pivot (professionally) without burning your bridges?
You may want to come back. I left one company, Thomas Nelson, and eventually returned and became the CEO. You never know. At the very least, you may need a reference.
Unfortunately, many people don’t always end their tenure at a company as well as they began. The key is to begin with the end in mind. As leaders, we should be intentional about everything we do—even quitting.
When I started out in my career, the key to success was having the right answers. If the boss had a question, he expected me to have the answer—or know where to get it. It seemed like the ones who advanced in their careers the quickest were those with the most answers.
But as I began to ascend the corporate ladder, I discovered that the key to success had begun to shift. It became less and less about having the right answers and more and more about having the right questions.
Today’s marketplace is more noisy and competitive than it’s ever been. If you want to capture—and keep—your audience’s attention, wow needs to be a part of your business plan. In today’s episode, we give you 5 questions you can ask yourself to jumpstart the wow factor in your own business.
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In this episode, you’ll discover:
- Tips for identifying the wow opportunities in your products or services.
Why you MUST care about the way your customer feels about their interaction with your organization.
The relationship between expectations and wow experiences.
What you can expect if you leave your customers disappointed (and how to avoid it).
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Join the Conversation
My favorite part of doing these podcasts is participating in the conversation they provoke. Each week, I ask one question. This week, it is this:
Question: Have you ever been wowed by a company? What was that experience like? You can leave a comment by clicking here.
Explore Additional Resources
In this episode we mentioned the following resources:
- Blog Post: Setup Self-Hosted WordPress Site
Michael Hyatt is the author of the New York Times, Wall Street Journal, and USA Today bestseller, Platform: Get Noticed in a Noisy World. Recognized by magazines like Forbes and Inc as an important online marketing and leadership expert, he’s also the founder of Platform University and 5 Days to Your Best Year Ever. Read more about him here.
Michele Cushatt is a popular speaker and author. Follow her on Facebook, Twitter, or her blog. She’s a three-time cancer survivor with a powerful, personal story. Listen to it here or read about it in her memoir, Undone: A Story of Making Peace with an Imperfect Life.
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Our words carry enormous weight. More than we sometimes think. They often impact people for decades, providing the courage to press on or one more reason to give up.
When I was fourteen, my family moved from Nebraska to Texas. It was the middle of my ninth-grade year. Junior high is always an awkward time, but the move during this critical year made it even more difficult.