Do you desire, productive, accomplished, successful employees – If so, I implore you to read on!

Thank you! I truly appreciate that you are taking the time to read this post. By doing so, you demonstrate you are open to new ideas and willing to explore topics that may improve the overall well-being of your workforce, as well as your overall workplace. By reading further, you demonstrate that you care for both your internal customers, knowing they are just important as your external customers.

So, how do you obtain a productive, accomplished and successful employees? Start with understanding what makes them happy.

Let’s start with the bottom line… Happy employees, tend to make happy customers.

Recent research data shows there’s a link between employees’ happiness and their productivity at work. A recent study by economists at the University of Warwick found that happiness led to a 12% spike in productivity, while unhappy workers proved 10% less productive.

Where do you start? Start with openly expressing appreciation more often with your workforce and departmental teams. “Thank you” can go a long-long way.  Even a boss saying to their subordinate, “Hey, would you do me a favor and….”  Even though the person is the boss, the way he/she approaches a worker can be just the ticket in making the person feel needed, appreciated, and a sense of worth in the organization.  People, no matter what rank within an organization, are motivated by the “feeling” of value and appreciation. Some companies are taking note of this—and already seeing the payoff.

It has been stated that a new habit can develop in 21 days. More recent studies indicate that it take 66 days. Either way, it’s less than a fiscal or calendar quarter. Why not give it a try at your workplace for just one 90 day term. Supervisor, manager or executive, why not accept the challenge to offer up a few more sincere comments of appreciation around the office, and see for yourself how people respond.

Thank you reader, I greatly appreciate that you took the time to read this post. By doing so, you demonstrated you are open to new ideas and willing to explore topics that may improve the well being of your workforce, as well as the overall workplace. I sincerely appreciate that you care for both your internal customers, knowing they are just important as your external customers. Thank you for caring!

Thank you

Now, how did that make you “feel?”


Workplace Culture – Fact or Fantasy?

What do you say when a friend or neighbor ask you, “Do you like where you work?”

Here’s a few key “cultural questions” to consider before answering:

  1. Promise Keepers:  Do the associates do what they say they will do?

  2. Honesty:  Can you count on honesty in the workplace?

  3. Life is Spoken: Most communications is positive and uplifting?

  4. Don’t Judge: Respect for everyone, internal and external customers?

  5. Pioneering:  Trying new things, making things better, innovative?

  6. Grateful: Polite, thank you, please, will you do me a favor…?

  7. Best of Class: Cultural focus on truly delivering the best?

  8. Work Smart: A team that drives for Results. “Failure not an option.”

Where’s the box?

Sales associates love selling things, especially when they can show the item, demonstrate its use, capability and function. Offering a visual of the “black box” on some type of media or if the size of the item allows, an actual show and tell event adds to the thrill of sales.  Even software can be demonstrated before the purchase of the item to entice and hopefully excite the potential buyer.


But what about a “service product?”  Talk about ‘vapor-ware?!’

Selling  a “service” can be a difficult task due to various reasons. You can’t really demonstrate the product until the service is actually performed. Company’s have been known to “give away” the first service so the customer sees what they would be purchasing on a long-term basis. So this is the challenge of selling service. The potential buyer can’t touch it or visualize it, especially for the skeptical buyer, it adds to the challenge of the sale. Plus in many situations, it is the first line manager who has to sell the vapor-ware to his boss, or the purchasing team with the accounting background.


So, how do you sell something outside “a” box?

How do you sell Service? 


Traditional sales pitch:  “Hey, now that you have the machine, you need to purchase a preventive maintenance contract to keep it in tip-top shape.”

Creative sales pitch:  “Knowing your business and what is best for you and the product, you should give some strong consideration to purchase the ProductCare Prime package.”

What is incorporated in the Prime package is where creating value develops. I always recommend to include some level of annual product care (could be cosmetic or industrial care) or training as appropriate.

Being responsible for service sales during most of my career, I found creating service level agreements in the form of service packages, made it measurably easier for the traditional black box sales-reps to present and promote service products. In some cases, it still required me to provide some specific training on presenting the packages. However, once the sales reps caught the vision and understood, improved service sales were most often the result. {30% improvement at the last organization.}


If you would like to hear more, feel free to contact me at

Published; My second book!

Yes, number 2! And this one is quite different than the first. 

I will inform you up front, it has nothing to do with Sales, Service, or any business. This engineer has taken his family on vacation. It has been referred to as a “fun ride.”  The Ghost Train.  Available on Amazon. 


Expanding your Service Territory?

Are you starting up a new service territory for your company?

Obviously, you have considered all your choices. You can move technical resources to the locations using an expatriate service model. (Sign someone up for given term).
Or you can hire local talent, (job search).
So, it sounds like the decision has been made to hire a third party service entity to partner with. Finding them is pretty easy. Knowing if they will be a true service partner or a pain to deal with is the greatest challenge. You can’t afford to lose time, picking the wrong partner.
May I suggest some key factors to consider when evaluating a third party service organization.

1) Alignment with your company’s values, ethics, business-way – Their Leadership & Management; Are they also Strategic in Thought; Good Financials; Culture & Core Values similar?

2) Footprint – Geography; Similar Markets; Contracted Services part of their DNA

3) Capability – Human Resources; Technology Resources; Complimentary Solutions

Also, during your due diligence of determining the right partner, you need to discuss and agree upon KPI’s dealing with some of the following.:

Resource Management – Report card time; and you set the requirements and mark the grades
Workmanship – Proof of Quality workmanship
Communications – With appropriate levels of management – Escalation when needed.
Administration – Support 365/24; accurate billings, trip reports, etc.
Scheduling – Who’s got the ball…(Response time guarantees?)
Delivery of Services – MTTR, PPR, etc.
Customer Satisfaction – How it will be measured?
Cost – Profit or cost expectations, remembering it is a start-up.

So, once you find a potential vendor/supplier, the research begins to find yourself a true partner.

Do you Deliver what you Promise? Avoid being laughed at behind your back?

Customers expect service organizations to deliver what they promise. Customers with service or maintenance agreements are more likely to renew the agreement when they feel the service purchased and delivered met or exceeded their expectations.  They were told or “sold” what to expect, and then the service organization delivered as presented.

Nothing drove this point home more than a recent trip to one of our favorite restaurants. The breakfast entry I purchased for my grandson turned out to be quite funny.  When you compare the actual presentation of the meal to the advertised presentation, it was just flat out hilarious!  My grandson was expecting Rudolph the red nose reindeer… but received Skooby-Do?!

Yes, it sparked a laugh from all around the table, but at the same time, it was also very disappointing if not downright sad.  I am sure the restaurant management would not have approved the plate as delivered, but they are not the ones delivering the product.  The problem was created in the kitchen; the production line.

Remember, it takes a total team effort to deliver as promised.   Spread the word throughout your service organization.  Do what you say, deliver what you promise, deliver quality as promised.  Such efforts will win new business, as well as renewal business.

1 Reindeer2 Reindeer.....







Building a True Service Culture Across Your Entire Service Organization

ADB Airfield Solutions – FS East Sept. 2013


Building a True Service Culture Across Your Entire Service Organization.
1.It is in the company’s DNA!
2.It is incorporated in the “branding”!
3.It is often promoted and celebrated!
4.It is deliberate and Intentional!
5.The team has the vision, attitude, performance! “They respond no different on “bad days?”