Legends are hard to come by these days, at least legends of this kind. And despite the controversy, Joe Paterno left his mark on countless millions. How will you remember him?  I am just one, but I choose to remember him this way: Read the rest of this entry »

Ah! The holiday season. It’s a time when we all do a little more for those we love. And all with the best of intention. But sometimes those intentions fall short, not because the giver misses the mark, but because the company the giver trusted, completely blows it. That happened today when we received a gift in the mail. It was one of the best examples of false advertising I’ve ever experienced, and sadly, I’m sure in this industry it happens far too often because it is just not cool to say anything. Read the rest of this entry »

What’s in a moment? That was the subject when I spoke recently at the “Compete Through Service Symposium” presented by the Center for Services Leadership in cooperation with the ASU W.P. Carey School of Business.  During our session, attendees learned that moments are everything and that they hold the key to excellent service. Here’s how… Read the rest of this entry »

In light of the news of Steve Jobs’ death, and as I have read more about the “purpose-driven” work environment he created at Apple, I got to thinking about other companies that inspire their employees to a “higher purpose,” like Apple. Are they out there?

For some of you the term “higher purpose” may be a foreign one. What I mean by this is “a reason for being greater than yourself.” In the workplace, it’s feeling like you can’t wait to get to work in the morning to start your day and make a difference. It’s feeling like you want to work harder, contribute more, and challenge yourself to become a better you because it matters.   Read the rest of this entry »

Great things. A simple mission in complete alignment with Steve Jobs, the company he named Apple, and the products he and his team created. Clearly his death was just a matter of time. My mother died of pancreatic cancer, so I could see the physical signs of the inevitable for far more than a year. He beat a lot of odds with his disease, just as he did with his life. Read the rest of this entry »

I grew up hearing the verse, “Where your ‘treasure’ is, there your heart will be also,” and I think about this often.  Treasure can mean different things to different people; however, I think many people would replace this word treasure with time and/or money.  I value both of these assets and go to great lengths to protect them for myself, and others.  So much so that when I hear the word FREE my ears perk up like a dog and I search for more details.  This word FREE motivates and excites me as much as saving money with a coupon.  For me, it is a natural high when I can save money on something I like. What surprises me is when great offers, great sales promotions fall flat. Why is that especially during an economic downturn?

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“I’d rather have spiders crawl all over my body than speak in public.” “A pit of slithering snakes is more appealing than walking onto a stage in front of an audience of even twenty people.”

These are the kind of comments I’ve heard people say when I so much as suggest that in order to fulfill their destiny and their mission, they are going to have to learn to speak in public. I can relate to their fear. I used to dread presenting. I was fine in the conference room, but the minute I had to take a stage, my knees would shake, my voice would quiver and my heart rate would accelerate to the point of palpitations.  But before you call 911, read on. This article is how I overcame my fear so you can too.

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If you have to work eight or ten hours a day I would hope you get something more out of it than just a paycheck. Studies show that money isn’t everything when it comes to happiness in the workplace. It takes much more to feel fulfilled. Read the rest of this entry »

To the President of First Solar:

This short note is to ask you and your company to work faster. My name is Kathy Heasley and I am the founder and principal of HEASLEY&PARTNERS in Scottsdale. Thirty-two years ago this month, my world was rocked by the Three-Mile Island nuclear disaster. I was a high school senior then and during those frightening days, I didn’t know whether I would live or die. Today, I am watching history repeat itself, only worse, in Japan. My heart goes out to the people there. Read the rest of this entry »

A while back I asked the folks on Twitter to submit their biggest marketing problems. One tweeter wrote, “How do you convince the C-suite that word of mouth works, i.e. spending $ on customer gifts & special attention.” Well, getting support from the top is a problem most marketers can relate to, particularly if you work in old guard companies that haven’t seized new methods and ideas.  What do you do?  Read the rest of this entry »