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A Beautiful Place May Bring Customers in but It’s Not Enough to Bring Them Back

Walt-Disney-it-takes-people-to-make-the-dream-a-reality

I have been regularly referencing Walt Disney’s “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality” quote since I started my training business in 2005. To use Walt’s terms, there are many ‘wonderful places’ delivering less-than-great, and sometimes just plain poor, customer experiences.

Sadly, this recent account has joined my list of wonderful places diminished by a disappointing customer experience.

2 Tickets to Paradise…

To celebrate our upcoming 20th wedding anniversary, we decided to leave our teenage kids home and take a long weekend to somewhere special that we had never been before.  After much research and deliberation, we decided on the Waldorf Astoria Casa Marina Resort in Key West. As you can see on their site here, the place is just beautiful.

A gorgeous setting and that world-renowned Waldorf Astoria name set high expectations for a top-notch customer experience. What could possibly go wrong in paradise?

Here’s a few examples that left us with less-than-happy memories:

 1) Special Requests

Preparing for our arrival, the Casa Marina emailed me a reservation confirmation with details on the resort and included a request on any “special occasion” that we may be celebrating on our visit.  Using this “Pre-Arrival Assistance” form, I informed that we would be visiting for our 20th Wedding Anniversary. I fulfilled a similar request at the Casablanca Hotel in Times Square for our 15th Anniversary and fondly recall how we were welcomed appropriately (“Happy Anniversary!”) by the check-in staff and pleasantly surprised by a bottle of champagne and card in our room.

Apparently, this was ignored as nothing was ever mentioned or offered during our entire stay. I know what you’re thinking.. they never received the request. They would never ignore it and, in fact, had they received it then no doubt they would go to great lengths to ensure it was acted upon. That what I was thinking too but, as I later discovered, this was only the beginning of a troubling trend. 

 2) The Beach Incident

First off, if anyone ever asks you if you want to drive from Miami to Key West… SAY NO. Anticipating a pleasant scenic drive for 3 or so hours, we decided to fly to Miami International Airport and drive to Key West. Ended up being a 5+ hour mostly stop n’ go ride with plenty of time spent traveling traffic light to traffic light in, you guessed it, traffic. Of course, the resort awaiting us had absolutely nothing to do with our experience at this point.

Then, finally, we arrived.

After our surprisingly unceremonious check-in (see #1), all we wanted to do is relax so, after a brief room pit-stop, we visited the private beach.  Around 5:45 at this point, the beach was fairly empty with plenty of chairs and cabana beds available.  Not ones to pass up an opportunity to be extra cozy, we laid out on one of the cabana beds. I was dozing off rather blissfully when, not 15 minutes later, a resort employee abruptly asked us to get up so they could move all the chairs back for beach grooming later (not right then). I sat up in bewilderment… there were easily a few dozen other chairs/beds spread about that they could of moved before even considering disrupting our peace. Not a good second impression of service..

3) Breakfast On Us

Our first morning there, we decided to walk the 1.5 miles or so down to Duval St. and had breakfast at a funky little restaurant there. Pretty good eats for about $40 with tip. 

The next day we decided to stay onsite and have breakfast at the resort. Upon checking-in with the hostess, she advised that their rather extensive breakfast buffet was included in the package I had already paid for when I made our reservation. Well now, wouldn’t that have been a nice reminder at check-in? “Mr. Ferrante, I see you have purchased the package that includes our buffet breakfast. It’s really great and served just around the corner in our main dining area with additional seating on our outdoor patio. The hostess will be expecting you. Enjoy!”

Instead of that, nothing.

It’s worth noting that I regularly stay at Marriott’s all over the map for business, and occasional pleasure, travel. I cannot recall the last time the check-in staff did not welcome me as a Marriott Rewards member and inform me of their free breakfast. The Casa Marina is part of the Hilton Honors program that I have been a long-standing member of. Although my reservation had my Honors number on it, my membership never came up and there was certainly no distinction between ours and non-members service.  

4) We Don’t Give A Tweet

As I often do with poor customer service interactions, I broadcast the post below on Twitter and included the resort wondering if anyone was paying attention there.  

The next day after incident # 3.. 

Apparently no one was paying attention as no reply was received on either tweet. Compare this lack of response to my recent experience at the Marriott and it becomes painfully apparent that there is a valuable customer service component lacking at this establishment. 

Upon departure, I requested to speak with the resort manager to discuss our experience and, when he could not be found, the front desk employee cordially provided his business card. I emailed him, along with Hilton Honors customer service, a detailed account of our experience. When no reply was received, I forwarded the email to them again requesting feedback for this article. That was 3 weeks ago now. No reply has been received.

A beautiful place may bring customers in but their experience is what brings them back

The Gap Between Us  

The gap between a business and the loyal advocates they desire is the experience customers have when interacting with the brand. Every service interaction will either add or subtract from the customer’s overall experience. If poor interactions outweigh the good ones, as was the case here, then the customer’s memory of their experience will be tarnished and the likelihood of securing their future business jeopardized. 

Successful customer service interactions are dependent on the employees tasked to deliver them and whether or not they demonstrate PRIDE on the job. 

Still, even when PRIDE is present, employees can be limited by the organization itself, not having a true customer service culture and/or not being properly trained on what to do (and how to do it) to effectively contribute to it. Reflecting on our time at Casa Marina, I suspect this played a major role in the service shortcomings we experienced. 

Ultimately, it doesn’t matter how nice your business looks if your service is substandard. As Walt Disney said, People make the difference.

Steve

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Doubt is the Enemy of Success

When it comes to success in any endeavor, doubt stands in stark contrast to belief. While belief propels individuals forward with confidence and conviction, doubt undermines their efforts and stifles progress. When doubt creeps into the minds of individuals it casts shadows of uncertainty over their abilities and goals. It erodes confidence, causing hesitation and indecision, ultimately hindering action and achievement.

In essence, doubt is the enemy of success, impeding personal growth and inhibiting the realization of one’s full potential. Therefore, while belief serves as a catalyst for success, doubt serves as its adversary, threatening to derail even the most determined individuals from reaching their goals.

Having spent the past 30 years in business consulting and having trained well over 10,000 professionals since starting my own consultancy in 2005, I have found that most failures are from those who doubted they would succeed to begin with.

Often this self-sabotaging is subconscious with the offender not even being aware of the doubt trap they created. As an example, a few years ago I was a featured speaker at an annual conference for a large service industry association. As anticipated, there were about 400 members in attendance. After my presentation, a couple dozen or so attendees came up to say hello, ask questions, retrieve my business card, etc. While chatting, a woman remarked, “I don’t know how you do it… I could never speak in front of hundreds of people.” Predicting her predicament I asked, “do you often speak to large groups like this?” “No never, I’m a terrible public speaker,” she pleaded.

Likewise, I’m a terrible astronaut, an atrocious brain surgeon, and simply stink at a whole bunch of other things I’ve never tried to do or be.

So, if you ever say (or think) you’re not good at something you’ve never done, recognize that you’re setting yourself up to fail.  On the plus-side, you have also identified your first step in recovery.

Believe to Achieve

Belief serves as the foundation upon which high achievers build their aspirations and goals. These individuals cultivate a deep-seated confidence in themselves, their abilities, and their vision, enabling them to persist in the face of adversity and setbacks.

Belief fuels high achievers’ determination, driving them to push beyond their comfort zones and embrace challenges as opportunities for growth. Moreover, their unwavering belief in their potential fosters resilience, allowing them to bounce back from failures with renewed energy and determination.

In summary, you have to believe to achieve. No doubt about it.

Steve

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Being Unremarkable is Bad for Business

Unless you are somehow fortunate enough to have a one-of-a-kind product and/or no competition in your market space, then being remarkable matters.

As consumers, we are constantly bombarded with advertising and marketing messages. Precious few of those messages make it through all the noise and stand out in our minds. They’re unremarkable.

As I wrote about in How to Fail in Your Business, Consumer research has shown that approximately seven out of 10 customers leave a business because of indifference. They feel like “just another transaction” and have no emotional engagement with the business.

As your potential customers shop around with very little to distinguish one business from the next, they naturally default to the cheapest price for the product or service they’re seeking. Losing on price or discounting is perhaps the single biggest consequence businesses suffer for being unremarkable.

While every business is capable of being remarkable, only a small minority actually achieve it. The majority play it safe, stick to the norm, and deliver ordinary unremarkable customer experiences.

Always Remember…

Most businesses are perceived as ordinary, and this contributes greatly to the ordinary (unremarkable) results they typically realize.

The fact is nothing perceived as ordinary is ever valued as something special.

As I wrote in Would You Buy You?, YOU have a choice in the way you perceive yourself, manage yourself and, ultimately, sell yourself to others.

So, ask yourself, is our business truly remarkable? How do we look, sound and feel from the customers point-of-view? Do we stand out in a positive way, or do we simply blend in and fade away as just another (fill in your business type) in our market?

Here’s a great example of a business (Ember) that is rising above the ordinary with a remarkable ad for their product:

At the end of the day, a business’s success is largely determined by its ability to stand out from its competitors and attract more customers. Being unremarkable just won’t cut it.

Make a Great Day!

Steve

Seeking a remarkable sales/customer experience model? I can definitely help you! Contact me direct at steve@pinnacleperformancetraining.biz

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6 Resolutions for a More Successful New Year!

Here’s a timely article I originally published in 2015. Although the year has been updated here, my advice remains the same…

6 Resolutions for a More Successful New Year!

As we end 2023, we arrive at the intersection of a new beginning, a clean slate and an opportunity to be even better in the new year.

While the majority of New Year’s resolutions tend to fade away by the time February rolls around, here’s six I hope stay with you for greater success and improved well-being in 2024 and beyond.

In 2024, I resolve to:

1) Focus On What I Can Control

More often than not, we experience grief, anxiety and/or frustration from situations that are beyond our control. Obviously, this is counterproductive. In 2024, minimize external issues and focus on your attitude (see #5), your behaviors (what you do) and your execution (how you do it) to best control your destiny.

2) Be Grateful

Gratitude is the best attitude for success. Grateful individuals focus on the positive aspects of life/work and do not take them for granted. They express heartfelt thanks and appreciation to others and their genuine gratitude positively attracts others to them.

3) Be a Student of My Profession

High-achievers, in any occupation, are true students of their profession. For sales/customer service professionals, realize that you are in the people business first and your product/services second. That means learning everything you can about improving your ‘people skills’ to better communicate and connect with people, build rapport, trust and relationships. Pinnacle Performers continuously invest in themselves through training, reading and professional development to further their skill set.

4) Exercise Regularly

This is perhaps the most neglected New Year’s resolution of all time. Although the vast majority of folks do not stick with their resolution to exercise regularly the benefits of doing so are indisputable.  Regular exercise improves heart-lung and muscle fitness, helps prevent heart disease and diabetes, relieves stress, improves sleep, controls weight and generally improves your chances of living longer and healthier. 

5) Be Happy

As I often say, positive attracts positive in everything you do. You will certainly gain far more in 2024 being happy than you would being miserable. It has been said that the ‘grand essentials’ of happiness are something to do, something to love, and something to hope for. For greater success in 2024, make sure you’re aligned with these essentials and be happy.

6) Make Each Day Count

The Champ Himself, Muhammad Ali, once said “Don’t count the days, make the days count”. This principle is directly applicable to having a more successful year… don’t count the days on the calendar, make each day on the calendar count. When you commit to making each day a success your year will take care of itself!

All The Best to You for Success In 2024!

Steve

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Why Winners Don’t “Rise and Shine”

As a long-standing resident of Planet Earth, no doubt you’re familiar with the expression “Rise and Shine”.

Well I’m here to set the record straight once and for all…

The expression has been bantered about likely as long as folks have been sleeping, a very long time indeed.

In the literal sense, “Rise and Shine” means ‘get your butt out of bed and be lively and energetic’!

So, are most folks doing that? More personally, are YOU doing that? If you’ve been working somewhere you’re not particularly enthused about after you rise then the odds of you ‘shining’ there are quite low.

Sadly, countless companies across the globe are populated by the walking dead… zombie employees dragging themselves through the day. All rise, no shine.

Often, the problem stems from a poor corporate culture lacking effective leadership. More on that here > Eight Great Practices for Creating a Winning Team Corporate Culture

In any event, with regards to high “Pinnacle Performance” achievement, the expression itself is backwards…

One does not merely rise and shine.

A living testament to this, I was rising for years and wasn’t shining much at all. It simply doesn’t work like that.

To truly shine, you must first be excellent at what you do. Once you master your craft you will ‘shine’ and, once you do, you will most certainly rise to higher levels of success.

Like the song says…

When you truly ‘shine’…

Your customers will notice (You’ll improve relationships and increase sales)

Your team will notice (You’ll set the winning example for all)

Your employer will notice (You’ll stand out and position yourself for promotion)

So please… Don’t rise and shine… Shine and Rise!

Steve

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Being Unremarkable is Bad for Business

Unless you are somehow fortunate enough to have a one-of-a-kind product and/or no competition in your market space, then being remarkable matters.

As consumers, we are constantly bombarded with advertising and marketing messages. Precious few of those messages make it through all the noise and stand out in our minds. They’re unremarkable.

As I wrote about in How to Fail in Your Business, Consumer research has shown that approximately seven out of 10 customers leave a business because of indifference. They feel like “just another transaction” and have no emotional engagement with the business.

As your potential customers shop around with very little to distinguish one business from the next, they naturally default to the cheapest price for the product or service they’re seeking. Losing on price or discounting is perhaps the single biggest consequence businesses suffer for being unremarkable.

While every business is capable of being remarkable, only a small minority actually achieve it. The majority play it safe, stick to the norm, and deliver ordinary unremarkable customer experiences.

Always Remember…

Most businesses are perceived as ordinary and this contributes greatly to the ordinary (unremarkable) results they typically realize.

The fact is, nothing perceived as ordinary is ever valued as something special.

As I wrote in Would You Buy You?, YOU have a choice in the way you perceive yourself, manage yourself and, ultimately, sell yourself to others.

So ask yourself, is our business truly remarkable? How do we look, sound and feel from the customers point-of-view? Do we stand out in a positive way or do we simply blend in and fade away as just another (fill in your business type) in our market?

Here’s a great example of a business (Ember) that is standing out with not only an innovative product but a remarkable ad for that product.

At the end of the day, a business’s success is largely determined by it’s ability to stand out from it’s competitors and attract more customers. Being unremarkable just won’t cut it.

Make a Great Day!

Steve

Seeking a remarkable sales strategy, customer experience model, and/or workplace culture? I can definitely help you! Contact me direct at steve@pinnacleperformancetraining.biz

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Either the Obstacle Wins or You Do

We all love rooting for the underdog. That person or team that defies the odds and finds a way to win.

My personal favorite example is the 1980 USA Olympic hockey team that defeated the Soviet Union 4–3 during the medal round of the men’s hockey tournament. As the four-time defending gold medalist, the Soviet Union was heavily favored to win. Now, the “Miracle on Ice” is forever etched in the memories of sports fans as one of the greatest sporting events of all-time.

While it’s awesome to bring home the gold medal, overcoming challenges and beating the odds isn’t always about coming in first place. It’s about the will to win and having the determination to succeed despite the obstacles in your path.

An outstanding example of this is Alicia Follmar. As a runner for Stanford, she accidentally tripped just over a lap into a race and was trampled by other runners. Hurt and seemingly out of contention, most people would of simply given up.  Alicia got up and finished the race in 3rd place.

You can read about the event here > stanfordmag/indomitable

Overcoming adversity is one of the true measures of a persons character. If you have not endured adversity and have somehow taken the perfect path to success then good for you.

And potentially bad for you too…

When obstacles block your path will you have the resiliency, grit and determination to overcome them and succeed? 

The ability to overcome adversity is a common characteristic of high-achievers. Whereas the average person’s progress is hindered (or halted) by adversity, high-achiever’s view the same challenges as obstacles to overcome on the way to their goal.

Ultimately, the underdog wins because they rise to the challenge and defeat it.

Some say these high-achievers are simply programmed differently. I say we’re all capable of programming ourselves to achieve greater results, be it on the playing field or in our work.

One thing is certain…

Either the obstacle wins, or you do.

Steve

** For many more Pinnacle Performance Quotes, please visit > Steve’s Pinnacle Performance Quotes

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Passion Powers Performance – Does Your Team Have It?

Former Apple CEO, Steve Jobs, said, “People with passion can change the world.” A bold statement for sure, but perhaps you’re not looking to change the world. Perhaps you’re just looking to create a more successful business. Then does passion really matter? In short, yes – and quite a bit at that.

What is passion? According to Merriam-Webster Dictionary, passion is “a strong feeling of enthusiasm or excitement for something or about doing something.”

Do your team members have a passion for their work? More importantly, do you?

Consultants who study high-performance organizations and high achievers (conspicuously raising my hand) will tell you that passion and success go hand-in-hand. It’s no great secret that many folks have little to no passion for their work. They consider their work little more than a paycheck and their No. 1 goal is getting through the week to cash out and receive it.

As the above quote suggests from legendary football coach Vince Lombardi suggests, Mr. Lombardi was quite serious about passion and enthusiasm with his players. He knew that passionate, enthusiastic players would possess the magnetism to drive each other to give it their best to succeed. This same contagious “magnetic effect” is also true in the workplace and, when properly managed, can power your business to new levels of success.

Sadly, the average business typically has many more unmotivated, unenthusiastic employees. Often poor management is the root cause of the problem with uninspired managers demotivating team members with their disengaging behaviors and lack of on-the-job enthusiasm. However, a poor or weak manager should be no excuse for each employee’s personal responsibility in delivering excellence (PRIDE) on the job.

“Put Some Zip In Your Do Da!” is one of my favorite Pinnacle Performance maxims and for good reason… it is the fuel of high performance! We all have that daily “Do Da” we do, but all too often there’s little zip in it.

The fact is that positive attracts positive in all we do. A positive, upbeat attitude typically influences a similar positive response in your customers, co-workers, and everyone else you interact with. Conversely, a negative or poor attitude repels, typically influencing a similar negative response from others.

High achievers in sales or customer service demonstrate zip with their upbeat friendly tonality, never sounding bored or tired. This is especially important on phone interactions where only 30% of communication is what you say (content) and 70% is how you say it (tonality). Simply put, to engage callers (and turn more into customers) you must be engaging.

Your outward appearance also says a lot about your “Do Da.” High level politicians up to the President of the United States are coached on body language and how to present themselves to the public because we the people expect leaders to look a certain way.

Leaders (that people want to follow) and successful folks in general are not those that look like they’re carrying a heavy burden and dragging themselves along day after day. We’ve all seen those sleep-walking Sally’s at work. To quote Aerosmith, their “get up and go must have got up and went.” A sweet emotion interacting with these folks it certainly is not.

For your selling/customer-service/ life purposes, recognize that people naturally gravitate toward people who are successful and conversely avoid failure at all costs. High-achievers project zip with an energetic pep in their step, good posture and a can-do demeanor that delivers a message of confidence and success.

Test Your Passion

It’s not hard to assess your passion and/or those of your co-workers on the job. Refer back to that opening definition: “a strong feeling of enthusiasm or excitement for something or about doing something.” Is that how you feel about your work?

Passion is all about engagement. Those with true passion are “fired up” for and at their job. They are positive, look forward to their work, have high energy, and their time there seems to fly by. Those with little to no passion are negative, dread Monday mornings, bring no energy to their work, and their on-the-job time seems to crawl by as they count the minutes until they can run away from it.

Obviously, one of these folks is far more productive than the other.

It’s not about your products or service…

As I advise my many market-leading clients in the tire/auto service industry, a successful (high-achiever) employee’s passion is rarely, if ever, tires or working in a tire/auto service business for that matter. However, they must have a passion for customer service, a passion to serve, a passion to help others, and above all, a passion to succeed. This applies to any type of business.

You may be thinking, “My work is not special. I’m only a salesperson, a customer service rep, another worker bee. What do I have to be passionate about?”

How About Being the Best at What You Do?

You may not have a deep-seated personal passion for the products and/or services that your business sells, and that’s okay. You should, however, have a passion for your profession and to be the very best you can be in your role.

As a sales or customer service representative, that means having a passion for selling and helping potential customers purchase your products or services, providing the best in customer service and exceeding expectations.

If you don’t have a passion for being the best at what you do where you are currently doing it, then you’re probably in the wrong job and positioned for failure or, at best, mediocrity. In other words, if you can’t do your job with passion then you probably shouldn’t do it all.

Face the fact that you’ll never achieve the level of success you are capable of achieving without true passion – you are costing yourself and your business – and move on. For when you follow your passion, success will follow you.

Steve Ferrante

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Gratitude is the Best Attitude!

The occasion of Thanksgiving gives us the opportunity to be thankful for what we have but being grateful should not be limited to the fourth Thursday in November.

From a business perspective, practicing an attitude of gratitude means letting customers know how much you value and appreciate their business.

Since starting Sale Away 13 years ago this month, I have asked literally thousands of sales and customer service associates in many dozens of businesses all over North America if they appreciate their customers and, predictably, I always receive the same response; “Of course we do!” Then I ask them the real question… How do your customers know?

The sad reality is quite often customers really don’t know or, more importantly, feel appreciated. Often, employees assume customers know they’re appreciated because they regularly thank them at the end of a given interaction. That’s great but true displays of customer appreciation are about much more than a token “Thanks” at the end of interactions, they are heartfelt and consistent throughout the relationship.

Your customers (and potential customers) should always feel that you truly care for their personal well-being. This begins with treating them like human-beings and being grateful, not just because they’re interested in your product or service, but rather for the relationship or opportunity to help them.

Cultivate the habit of being grateful for every good thing that comes to you, and to give thanks continuously. And because all things have contributed to your advancement, you should include all things in your gratitude. ― Ralph Waldo Emerson

Although Thanksgiving is the time of year this sentiment is most talked about and expressed in others, true gratitude is not a seasonal affair. Your attitude of gratitude should be practiced year round for there is much to be thankful for.

Always keep in mind (and heart) that when a customer purchases a product or service from your business, even if the transaction did not involve you, the customer is indirectly paying you. For, without them, there is no paycheck – no job – no business to be had.

As the title of my Pinnacle Performance Training poster below reads.. Always Be Grateful.

Maintain and Attitude of Gratitude

It is human nature that as we settle in over time we “get used to” everything. When the company, your fellow team members, and customers become part of your daily routine it’s easy to lose the appreciation we had when these ‘good things’ were new to us. 

Of course, we don’t want to lose these things (our job, customers, etc.) to come to our senses and appreciate just how important they are! 

In order to not lose our sense of appreciation as new things become familiar to us, we must live in the moment and maintain an attitude of gratitude. This is easier said (or written about) than done. It takes a conscious effort where we mentally count our blessings and don’t allow ourselves to take the most important ‘good things’ for granted.

On the job, this takes true customer-focus.  You must not become complacent and go through the motions but rather execute with purpose and sincerity.

Of course, it’s not only what you say but what you do that makes the difference. Spontaneous “Thank You For Your Business” cards, follow-up calls to thank customers for their business and ensure they’re happy after the sale, random acts of kindness and consistent acts of exceptional service go a long way towards demonstrating genuine appreciation and gratitude.

Speaking of gratitude, I would be remiss if I didn’t Thank You for making it all the way to the end of this article. I appreciate your effort and wish you all the best for success!

Steve

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Your Time Is Now

It’s true.. time does indeed fly by.

As a Generation X’r, I find it mind-boggling every time I hear a 1990’s song that has somehow become “Classic Rock”!

Everyone starts the week with the same amount of time:  7 days, 168 hours, 10,080 minutes, 604,800 seconds.

High-achievers, what I refer to as ‘Pinnacle Performers’ in my training business, maximize their performance and ultimate success by effectively managing their time.

 

High-achievers don’t waste time.. they take advantage of it and set out each day with a clear purpose and goal. Sounds easy, but all too often fine folks start the week with good intentions and then time goes by, life gets in the way, and those goals get postponed or fade away. 

Most folks are reactive, waiting for success to somehow come their way. High-achievers are pro-active, diligently working to create their success. As I wrote in Why Champions Don’t Have Time To Procrastinate high-achievers demonstrate a sense of urgency and face challenges head-on and typically excel at overcoming challenges to reach their goals.

We cannot go back in time. Except perhaps these folks…

Time traveling aside, those 24 hours a day are in your control. You can spend them wisely and advance or poorly and stay where you’re at or decline.

One thing is certain, there is only so much time to be had and all of it will go by.. quickly. What you do NOW will determine if it was time well spent or not at the end of the day.

Your Time Is Now Action Plan:  Make a Great Day!

I have a problem with the expression “Have a great day” and so should you. While it’s safe to say the intent of the expression is not meant to be malicious in any way, adhering to this advice can indeed harm your productivity.

Specifically it’s the “have” part I take issue with. The definition of have is to possess, own, or hold. “Have a great day” is passive and implies that this “great day” is already there… you just need to have it. 

If someone said to you “Have a great sandwich”, you would likely respond “Thanks… where is it?”  

One does not simply have a great sandwich… it must be made first. The same is true of a great day. It does not somehow appear… it is created.

Have a great day is well received by those reactive folks who are waiting for success to happen. Some days they end up in the right place at the right time and Presto! they have a great day.

As honored educator Marva Collins said, “Success Doesn’t Come To You, You Go To It”. Make a Great Day is for proactive performers that truly understand this, take charge of their actions and control their destiny. They create success… they create great days. 

If you’re in sales, customer service or a progressive professional in general, Make a Great Day is some of the best advice I can give you.

If you’re a manager, I encourage you to instill this winning attitude in your team members.

So, by all means, don’t have a great day…

Steve

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