Steve Ferrante's High Performance Blog for Sales/Customer Service/Leadership Champs and Progressive Professionals!

No doubt you’ve seen and heard many “get rich quick” offers over the years. Around since the early 1900’s, most of these schemes promise that with little time, effort or money participants can obtain wealth. Desperately seeking success, many well meaning folks fall for these pitches and sadly, in most cases, end up no father ahead then before they began.   

While overnight successes make for great stories, true success is built on the foundation of continuous improvement.  Success rarely (if ever) happens from making big changes all at once. Rather, the path to excellence requires progressive baby steps, small improvements in behaviors and execution that when performed consistently over time lead to big performance gains.

Be a little bit better every day and, over time, you’ll be a lot better! 

Small consistent improvements over time equal BIG results

Make a Great day!

Steve 🙂

Bill Marriott if-you-take-care-of-your-employees

Marriott has long been known as a leader in the hospitality industry. Like the Ritz-Carlton, which Marriott International purchased in the mid-1990’s, Marriott understands it is the customer experience that drives customer satisfaction and, ultimately, loyalty to the brand.

Marriott also knows that the quality of the customer experience is only as good as the culture of the business and the employees that interact with guests. So, like the Ritz-Carlton, Marriott trains every employee — from concierge, front desk, housekeeping, to maintenance — to interact with guests with a focus on enhancing the customer experience. 

The remarkable success of the Marriott brand and their customer service culture is detailed in the highly recommended book by J. W. “Bill” Marriott, Jr., The Spirit to Serve

More recently, and as a tie in to my recent experience chronicled below, Bill Marriott spoke about the role of social media in the customer experience:

Today, social media makes it easy for organizations like ours to ‘listen’ and ask questions of our guests. Our guests and associates have lots of opportunity now to let us know what they’re thinking and how we’re doing as a company. – Bill Marriott

The important part of what Mr. Marriott said is ‘listen’. These days, most reputable companies have some sort of social media presence and the capability to listen to their customers. Of those companies, the impact on the customer experience is in how they turn that ‘listening’ into action. 

Case in point:

Two weeks ago I was back on the beautiful Big Island of Hawaii for another round of in-house training with a very-valued client of mine.  As was the case on my previous two visits, I stayed at the beautiful Waikoloa Beach Marriott Resort & Spa

While working on my laptop from my room balcony I tweeted this >

About a half-hour later I received this tweet back:

https://twitter.com/WaikoloaBeachMH/status/686675054311129089

Good Stuff! Someone there was certainly ‘listening’ and responding in a positive manner to enhance my customer experience!

The next morning I left for my client early, was out of the hotel all day, and returned to my room early that evening to find a fresh fruit plate, 6 slices of banana bread, 2 bottled waters and silverware on my desk:

Waikoloa Marriott Treat

As shown, it included a card from the Director of Sales & Marketing, John Dominguez, with a thoughtful message:

Aloha Steven, If you have to work on your lanai, we hope you will enjoy this small treat.

Waikoloa Marriott Card

WOW! Now that’s exceeding expectations! Impressed and delighted with John’s consideration, I tweeted again:

Seemingly immediately, Marriott ‘liked’ the tweet and, not long after that, I received an “ENJOY!” retweet response. I sure did!

This is a great example of harnessing the power of social media to engage and, along with taking action, personalize and provide a memorable customer experience.

Well Done Marriott!

Steve 🙂

This story is also on LinkedIn @ Marriott Gets Social To Deliver Great Service

Here’s a timely article I originally published last year. The year has been updated, my advice remains the same..

6 Resolutions for a More Successful New Year!

As we come to the end of 2015 we arrive at the intersection of a new beginning, a clean slate and opportunity to be even better in the new year.

While the vast 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 2016 and beyond.

In 2016,  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 2016, 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

As I published at Thanksgiving, 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. Top 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 2016 being happy than you would being miserable. I once read that the ‘grand essentials’ of happiness are: something to do, something to love, and something to hope for. For greater success in 2016, make sure you’re aligned for this 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 successful year… don’t count the days on the calendar, make each day on the calendar count. When you focus on making each day a success your year will take care of itself!

Commit to a Successful New Year 2016

All The Best To You For Success In 2016!

Steve 🙂

Steve Ferrante is the CEO & Trainer of Champions of Sale Away LLC., providing Pinnacle Performance Sales, Customer Service and Winning Team Culture training, speaking and professional development services to success-driven businesses throughout North America. For more information on Steve and Pinnacle Performance services for your team visit saleawayllc.com

Everyday there is much to be thankful for…

Clients, vacations, laughter, yummy food, morning coffee, the comfort of sweat pants, the New England Patriots, rock and roll and cool cars are just a few on my extended list.

Less personal, the Pinnacle Performance produced image below presents common areas that we all should be thankful for.

Happy Thanksgiving Gratitude

All The Best to you and your family for a Very Happy Thanksgiving!

Steve 🙂

Back in May of 2013, I published this article on Amazon’s world-class customer service.

Since then, I’m happy to say I’ve continued putting their team to the test with a steady stream of purchases, and they’ve continued delivering the kind of high-quality care I preach and teach about in my training rooms.

Which brings us to the latest chapter in my Amazon adventures with this curious case of the one-eared giraffe…

Seemingly out of nowhere, my daughter Ava developed an urgent, life-or-death need for animal onesie pajamas. With Christmas around the corner, I tried to steer her toward the “put it under the tree” option. That suggestion was met with agonizing opposition. Evidently, waiting eight weeks for cozy animal sleepwear was a burden no child should be asked to bear.

After reviewing a parade of colorful critters, Ava chose the giraffe as her perfect bedtime companion. So I placed the order.

Here’s the picture from Amazon.com:

Giraffe Onesie PJ's

Most of our Amazon orders show up in two days thanks to Prime shipping, but this particular purchase was coming from a distributor in China, so Prime was out of the question.

Ava, however, was unfazed by logistics. Every day for two straight weeks she asked if “the package” had arrived with the optimism of a kid waiting for Santa. And then, on day fifteen, her long-awaited bundle finally landed on our doorstep.

In what was likely the quickest turnaround of all-time, Ava disappeared momentarily then reappeared in our kitchen like this:

1 Ear Giraffe

Notice anything odd? We didn’t at first either. But a closer look revealed our new giraffe was missing a right ear. If you go back to the product photo, the girl is literally holding the giraffe by the ears. Apparently that quality-control step didn’t make it into the manufacturing process for ours.

Trying to prevent a full emotional collapse (which you probably would’ve heard from wherever you’re reading this), I assured Ava I’d reach out to Amazon and was confident they’d make things right quickly.

Below is the email exchange that followed between me and Amazon’s customer service team.

It all started with my return request:

 Item: Unisex Costume Animal Cosplay Onesie Adult Pajamas Anime Cartoon Sleepwear Medium, Giraffe
> Qty: 1
> Return reason: Defective/Does not work properly
> Customer comments: Arrived with only one ear and appears to have been created
  that way. My daughter is quite upset and doesn't want
  to wait several weeks again for a new one to be delivered

Reply received:

Dear customer, we have received your return request. We are so sorry you received
damaged item. You don't need to return the item, you can keep it. We will make a
full refund for you tomorrow. Could you please kindly send us the photo of the
one ear giraffe. We will send it to our QC. Thank you very much.
Please feel to contact us if you have any problem, thanks again.
 Have a nice day.

That’s great, I don’t even have to return the item, they’re just going to ‘take care of the customer’ and refund my purchase price. Still, Ava really wants a fully functional giraffe, so I sent the picture I posted above along with this reply:

Thank You for your prompt response and offer to keep item and refund amount paid.
I have attached a pic on the 1 ear giraffe. Will the much anticipated 2 ear version
be sent? My daughter prefers her giraffes to not be hearing impaired...
--

Not long after I received this reply:

Dear customer, thank you for your photo. We will send a new one to you tomorrow.
We will send you the new tracking number later. Thank you very much.
--

As I often say…

This is another great example of customer service recovery done right and why Amazon continues to earn my business and accolades.

Steve

When Your Business Fails At Customer Service

I’m typing this latest case of customer disservice from seat 36F on American Airlines flight 226 from Boston’s Logan Airport to Dallas en route to Tulsa.

For those of you not familiar with this seat on AA 757 I can tell you first hand that this is the proverbial “back of the bus”, the very last seat in the very last row.

AA Back Row

Of course, on a full flight (like this one) someone needs to sit way back here in the corner but, given my situation, should that someone be me? You decide…

Let me start by saying I try and avoid American Airlines and usually fly one of my recommended “customer service champs” like Jet Blue, Southwest or Virgin Atlantic but, on this trip, none of those options were available.

Besides it’s been awhile since I’ve flown with American… maybe they’ve improved since the last time when my flight was delayed an hour and 45 minutes and no one seemed to care or even acknowledge that I then missed my connecting flight and spent about four extra hours at Chicago Midway waiting for the next flight.

Or maybe it’s just business as usual…

My saga began at the ticketing check-in kiosk when I attempted to print my boarding pass but instead received a slip that read “no seat assignment available”. Taking this slip to the ticket counter to check my garment bag, the agent informed, “they’ll assign your seat at the gate.. let them know you have a connecting flight and they’ll try and sit you close to the front”.

Shouldn’t they know (at the gate) that a customer with no seat (me) has a connecting flight and make the appropriate seating arrangement without that customer having to provide instructions?

In any event, I left the ticket counter feeling like I didn’t have a ticket to ride because, at this point, I didn’t. Instead of the sit down lunch I had envisioned I now made my way from security straight to the gate where I stood in line behind 10 or so other customers, presumably some also dealing with the same situation as me.

15 or so minutes later I was face-to-face with the gate agent explaining my presence there. The woman, let’s call her Mabel, told me in a very matter of fact way, “we’re overbooked.. still can’t assign you a seat.. I’ll call you before we board with something”.

Remembering my message, I responded “I have a connecting flight in Dallas to Tulsa.. the ticket agent told me to let you know so you could try and sit me close to the front”.

“I’ll do my best Mr. Ferrante”, Mabel said as she read my name off the slip.

So I left the gate counter still with no ticket to ride and thinking about what Mabel’s “best” would be as I stood in line to grab a Tuscan Pesto Chicken sandwich to take on board.

It’s worth noting that this is not the first time this has happened to me and surely many frequent flyers (perhaps you) have experienced this “no seat” dilemma as well.

Not long ago, this happened on an Air Canada flight from Toronto back home to Boston. On that flight they upgraded me to Business Class and I enjoyed priority boarding, a complimentary cocktail and a moist warm hand towel. Quite a difference, eh? (purposeful Canadian reference). Indeed. Air Canada turned an inconvenience into a most pleasurable and rewarding experience.

I returned to the gate ( sandwich in tow) as they were calling out names with seating assignments. Sure enough, five or so names in they called me. Mabel handed me the boarding pass nonchalantly saying “36F”.

I took the ticket and the seat location didn’t fully register as I walked away. Then they started boarding… Priority seating, families with small children, first class, business, ruby, gold then Group 1, Group 2, people who love wind chimes, then me in Group 3.

Midway through Group 2 boarding they made an announcement that the flight was sold out and on board storage space was limited so folks with carry-ons (like me) should check them at the gate. So I stood back in line again… this time determined to ask Mabel about my curious seating assignment.

Maintaining professional composure, I questioned Mabel “You had told me that you would do your best to get a seat towards the front of the plane so I could get off quickly to catch my connecting flight… I think I’m at the back?”

No reply.. Mabel just stuck her hand out like she was receiving a summons to appear in court. Looking at the boarding pass she said, “this should be fine.. we’re only running about 9 minutes late”.

As we prepared for take-off the captain came on and announced, “we’re running about 20 minutes late”.

Sure enough, we touched down 22 minutes late. By the time I deboarded as the very last passenger I had to scurry through the terminal to make it to my connecting gate just as they were beginning to board. 

Does AA have to provide a first class experience for inconvenienced customers (in this case, me) to be happy? Not necessarily, but several options presented themselves during my flight.

They showed a movie on the flight and announced “as always our in-flight entertainment is free”. Moments later, they came down the aisle selling headsets for $6.00. Apparently, it’s the watching part that’s “free”, hearing is $6.00. Then there’s that “enjoy WiFi on this flight” announcement. They left out the $15.00 an hour part I discovered trying to connect.

This would be a great value-add for all but, to stay on point, what if they made exceptions and gave passes to folks that have, up to this point, had a less than a pleasurable experience?

How about a free cocktail or, better yet, a voucher for a discount towards a future flight?? Surely that would help alleviate the pain, something my non-reclining up-against-the-back-wall seat failed miserably at doing.

One thing is clear, American Airlines does not effectively train customer service or understand that the customer experience is not getting a passenger from point A to B. Any airline can do that. It’s what happens from point A to point B that matters most. Until they figure that out and make customer service/customer experience part of their culture, they will continue to alienate customers and lose business to the airlines that do. 

Steve

* On LinkedIn @ Customer Disservice Lesson from American Airlines Seat 36F

Steve Ferrante is the CEO & Trainer of Champions of Sale Away LLC., providing Pinnacle Performance Sales, Customer Service and Winning Team Culture training, speaking and professional development services to success-driven businesses throughout North America. For more information on Steve and Pinnacle Performance services for your team visit saleawayllc.com

Hard to believe it’s been four years since the untimely passing of Steve Jobs. Much has been written about his remarkable life and achievements over the years – some great, some not so great with most not all that memorable. 

The article posted below falls under the “great” category and has passed the test of time remaining a favorite bookmark on my computer for the past two plus years. The author, Celestine Chua, does a admirable job paying tribute to Steve Jobs along with detailing valuable life lessons that are perfectly aligned with “Pinnacle Performance” and achieving success.

Although the article was originally published in Oct 2011 (after Steve’s passing) the success lessons shared are timeless and well worth revisiting today and on a regular basis moving forward. 

In Remembrance of Steve Jobs: 11 Life Lessons We Can Learn From Him

steve-jobs

1. Life is what you make it out to be

If you don’t know anything about Steve Jobs other than generic public knowledge, here’s a quick run down of his background:

  • He was born out of wedlock, to graduate student parents who gave him up for adoption thereafter.
  • He was adopted and raised in a working class family. His foster father fixed cars for a living.
  • His biological parents wanted a girl, not a boy.
  • He dropped out of college, after only 1 semester. His highest qualification was high school.
  • While he was attending Reed (his college), he would be “sleeping on the floor in friends’ rooms, returning Coke bottles for food money, and getting weekly free meals at the local Hare Krishna temple”.
  • In 1985, he was fired, very publicly, from the very company he founded (Apple), after losing a power struggle with the board of directors. (He would then later return as CEO (in 1997) after Apple bought over NeXT, the company Steve founded after leaving Apple.)
  • In 2003, he discovered he had cancerous tumor in his pancreas. He would then engage in a long battle with cancer for the next 8 years, till his recent passing.

Most people who didn’t know Steve would assume he probably had a privileged life, had a silver spoon in his mouth, and had his path to success laid out before him.

But it wasn’t the case, as you could see above. He was born out of wedlock. He wasn’t the child his parents wanted. He was given up for adoption. He was fired from the company he created. He was publicly humiliated during that time. And he was diagnosed with a rare form of pancreatic cancer, which ultimately took his life.

While he was not necessarily dealt with the best cards, it didn’t matter a single bit. Rather than complain or let himself be paralyzed by the situations, he made the best out of what he was given – then went to create the kind of life he wanted, eventually becoming the CEO of one of the most valued companies in the world, a billionaire many times over, and one of the most respected people in the world today.

When life gives you a curveball, what do you do? Do you (a) sit and whine about it (b) make the best out of it or (c) throw the curveball back at life and create your home run? Most people do (a) – these are the whiners. Some people do (b) – these people generally do good, but that’s about it. Few people do (c) – these are the true winners.

You always have a choice in how you live your life. Don’t victimize yourself because no matter how bad things may seem at the moment, there are hundreds to hundred thousands of people out there who are worse off than you. When you rise above what you are given, that’s when you soar.

2. Dream big – very big

Before Apple’s rise in the last decade, Microsoft was the undisputed giant in the world of personal computers. Before iPod, mp3 players were known only as mp3 players. Before iTunes, it seemed almost unlikely for anyone would pay for music online, when music piracy was so rampant. Before iPhone, Nokia was the long-time market leader for mobile handsets. Before iPad, there didn’t seem to be a need for tablet computers – PCs and laptops seemed to do the job just fine.

In each situation, no one would have ever thought things would change.

But the status quo was broken, each time, with exceeding results. With each product release, Steve Jobs (and his team) revolutionized the industry and created a new movement – from personal computing, to mp3 players, to music distribution, to mobile phones, to tablet computers.

iPod became integral to the lifestyle of masses, became synonymous with mp3 players, and paved the way to the collapse of CD sales. iTunes became the #1 music vendor in US in 2008, with 10 billion song downloads as of 2010 (after just 7 years of being online).  iPhone created a demand for touchscreen phones, broke Nokia’s long-time market leadership and changed the game of the mobile phone industry. iPad 2 sold more than all other tablet PCs combined since the iPad’s release (in 2010) and is expected to account for 83% of the tablet computing market share in US by 2011 (source).

These happened because Steve allowed himself to dream big – to see beyond what was in the present, to think outside the box, to go where no one had ventured before.

“Here’s to the crazy ones, the misfits, the rebels, the troublemakers, the round pegs in the square holes… the ones who see things differently — they’re not fond of rules… You can quote them, disagree with them, glorify or vilify them, but the only thing you can’t do is ignore them because they change things… they push the human race forward, and while some may see them as the crazy ones, we see genius, because the ones who are crazy enough to think that they can change the world, are the ones who do.” – Apple’s Think Different commercial(#9 on the list)

How do you set your goals? Do you base them on what has already been achieved out there? Or do you base them on your boldest, grandest, deepest heart’s desire? The latter is how you’re going to create a movement and shake the world. What are your biggest, wildest dreams? Set them and go for them.

3. The greatest things started somewhere

Steve Jobs started Apple in his parents’ garage, along with high-school buddy Steven Wozniak. Not exactly the most glamorous start for the world’s largest technology company today – Not that it mattered, because it would never have grown if there was never a start in the first place.

I often hear of people saying that they can’t do X because they need to wait for A, B and C to be in place. Fair enough, but are these prerequisites really necessary or are they just excuses not to take action? If we are forever waiting for things to be perfect, when will we start taking action then?

Likewise for you, how can you get started on your dreams today, even if in a small capacity? It’s from starting that you get to somewhere. The greatest things were at a time, but just a dream.

4. Certifications don’t matter

“Truth be told, I never graduated from college. And this is the closest I’ve ever gotten to a college graduation.” – Steve Jobs, during his address at Stanford Commencement 2005

“I’m convinced that about half of what separates the successful entrepreneurs from the non-successful ones is pure perseverance.” – Steve Jobs

Steve Jobs dropped out of Reed after just 1 semester. His highest education qualification was high school level. He would become one of the many billionaire school dropouts today who would put the age old belief that certification is essential for success in life to shame.

I’m not saying to quit studying or not to have any cerification. After all, I myself am a college graduate and a product of the formal education system.

All I’m saying is that whether you succeed or not in life is independent of your certification. There are people who succeed in life and are graduates, just as there are people who succeed and don’t have any certification. What’s more important is your skill level, your attitude, and your aptitude (which can subsequently be honed through 10,000 hours). 

If you are studying at the moment, or if you have plans to study/get some form of certification in the future, be conscious of why you are pursuing it, and whether it meets your needs.

For those who are in school – Are you drifting your way through school so you can get a piece of paper at the end of your course, as a ticket to the working world? For those who have earned your certifications – Are you hiding behind them as a safety shield and using them as an excuse not to grow? And for those who don’t have certifications in what you want to pursue in – Are you letting this be an excuse not to pursue what you want to do in life?

5. Live every day like it is your last

Steve Jobs was a strong proponent of living life to the fullest – every day. This was clear from many of his quotes:

“When I was 17, I read a quote that went something like: “If you live each day as if it was your last, someday you’ll most certainly be right.” It made an impression on me, and since then, for the past 33 years, I have looked in the mirror and asked myself: “If today were the last day of my life, would I want to do what I am about to do today?” And whenever the answer has been “No” for too many days in a row, I know I need to change something.”

“Being the richest man in the cemetery doesn’t matter to me. Going to bed at night saying we’ve done something wonderful, that’s what matters to me.”

“Remembering that you are going to die is the best way I know to avoid the trap of thinking you have something to lose.”

“No one wants to die. Even people who want to go to heaven don’t want to die to get there. And yet death is the destination we all share. No one has ever escaped it. And that is as it should be, because Death is very likely the single best invention of Life. It is Life’s change agent. It clears out the old to make way for the new. Right now the new is you, but someday not too long from now, you will gradually become the old and be cleared away. Sorry to be so dramatic, but it is quite true.”

If you reflect it on yourself, as you living your life to the fullest? Or are you wasting your days away, sleepwalking? If you were to die today, will you die happy or with regrets? What can you do about those regrets now, before it’s too late? What are all the things you want to do before you die? How can you start working on them now?

6. Stop listening to what others say

“Your time is limited, so don’t waste it living someone else’s life. Don’t be trapped by dogma – which is living with the results of other people’s thinking. Don’t let the noise of other’s opinions drown out your own inner voice. And most important, have the courage to follow your heart and intuition. They somehow already know what you truly want to become. Everything else is secondary.” – Steve Jobs, Stanford Commencement Speech 2005

Steve Jobs faced his fair share of naysayers in his lifetime. When he was fired very publicly from Apple in 1985, he was dismissed by the industry as a “flash in the pan” – i.e., had a showy beginning, but with nothing to tell at the end. Business leaders and press saw him as a has-been.

What followed though, was one of the most remarkable comebacks in business history.

After getting fired, Steve went on to create NeXT, a computer platform development company. He also purchased the computer graphics division of Lucasfilm Ltd, and later spun it off as Pixar (which was subsequently acquired by Disney in 2006).

“I didn’t see it then, but it turned out that getting fired from Apple was the best thing that could have ever happened to me. The heaviness of being successful was replaced by the lightness of being a beginner again, less sure about everything. It freed me to enter one of the most creative periods of my life.” – Steve Jobs, Stanford Commencement Speech 2005

In 1996, in an ironic twist of events, Apple, after a decade of steady losses since firing Steve Jobs, acquired NeXT for the computer platform system which it was missing. Steve stepped in as interim CEO in 1997, before being appointed as official CEO in 2000.

Under his leadership, Apple was brought back from the brink of bankruptcy, and is today the largest company in the world (surpassing Microsoft in 2011) by both revenue *and* profit. He continued to serve as the CEO until 2011 this year (when he quit to tend to his health).

How’s that for size?

If Steve Jobs had listened to his detractors when he was fired, he would never have achieved the success he did. Rather, he listened to his heart and did what he felt he had to do. Being guided by that led him to realize his goals – many times over.

“People sometimes have goals in life. Steve Jobs exceeded every goal he ever set for himself.” – Steve Wozniak, Apple co-founder, on Steve Jobs

Whatever your dreams are, follow them. Don’t listen to the naysayers, the people who discourage you from living the life of your heart’s desire. Following their words will only make your life a shadow of theirs’, not the life you’re looking for. Listen to your inner voice and follow it, because you can never go wrong with it.

7. Do not underestimate the impact you can have on the world

“I want to put a ding in the universe.” – Steve Jobs

Steve Jobs was just 1 person, but look at how he revolutionized the technology industry and impacted masses with his work. It’s safe to say that iPod, iPhone, iTunes, iPad, among his other creations have positively impacted millions (if not billions) of lives around the world. This would have never happened if he didn’t pursue his dreams.

Likewise for you, there is a world out there waiting for you to impact it. Are you ready to start your revolution?

“Do you want to sell sugared water for the rest of your life, or do you want to come with me and change the world?” — Steve Jobs’ legendary pitch to John Sculley (then PepsiCo CEO) in 1983, to get him to run Apple (Sculley later pushed Jobs out of Apple in 1985)

“We’re here to put a dent in the universe. Otherwise why else even be here?” – Steve Jobs

What is the change you want to bring to this world? What do you need to do to make it happen? How can you start your revolution, with effect from today?

8. Failure only happens when you deem it to be so

Steve Jobs was fired from the very company he created. By most people’s standards, this would be the epitome of failure. Most people would give up, hide from the world and wallow in self-pity, right at this point.

Not him though. As I detailed in #6, he went on to create 2 successful companies (NeXT and Pixar), got rehired into Apple, turned it around in one of the biggest comebacks in business history, and made it the biggest technology company today. He never gave up on himself and fought for what he believed in.

Many of you often ask me how I got the confidence to quit everything in my life and plunge right into pursuing my passion back in 2008. How about failure – what if I failed? What would I have done?

Here’s the thing about failure – The biggest lesson I learned about failure is this: There is no failure until you deem it to be so. This means even if you lose all your money, go bankrupt, lose your housing, suffer some major setback, or fall flat on your face, you have not failed. It is only one of the many, many mid-points toward your end goal. The only point you fail is when you give up – because that’s when the story ends.

That’s the reason why I was able to pursue my path so relentlessly, without hesitation, even in the early days when I had no supposed reason to believe everything would work out. I knew as long as I kept going, it was a matter of time before I reached my goal. Anything that was going to happen before that would merely be an occurrence along the journey – nothing more, nothing less.

So if you often hold back in your decision making because you’re afraid to fail, know that failing doesn’t exist until you declare you have failed. So as long as you keep going, and have no intentions to give up on your dreams, you can never fail. It’s a matter of time before you get to where you want to be.

9. Do what you love

“Your work is going to fill a large part of your life, and the only way to be truly satisfied is […] to love what you do. If you haven’t found it yet, keep looking, and don’t settle.” – Steve Jobs

I talk about the importance of pursuing your passion all the time, with good reason. You have the rest of your life to work, so rather than do something you don’t like THEN retire and do the things you’ve been meaning to do all your life, why not pursue your passion and make that your life’s work? Sure, you *may* have to backtrack a bit where income is concerned, but that’s just temporary. As long as you deliver top value, and keep outdoing yourself (see #11), it’s a matter of time before you achieve *both* passion AND money.

Don’t make yourself work in a job you dislike, because that will be to waste your life away. Do what you love, because that’s what life is about – doing the things you love.

10. Have faith – Never lose hope

“Sometimes life’s going to hit you in the head with a brick. Don’t lose faith.” – Steve Jobs, on getting fired from Apple back in 1985

“You can’t connect the dots looking forward; you can only connect them looking backwards. So you have to trust that the dots will somehow connect in your future. You have to trust in something – your gut, destiny, life, karma, whatever. This approach has never let me down, and it has made all the difference in my life.” – Steve Jobs, Stanford Commencement Speech 2005

Even when things looked bleak, Steve always had faith that things would work out okay one day. It kept him going and allowed him to make the best out of his life (see #5).

No matter what rough patch you may be going through now, don’t give up. Don’t lose hope either. As long as you keep going, you will see the light at the end of the tunnel. You are not here to suffer – you are here to blossom as an individual. Everything happens for a reason, and it’s up to you to assign that reason. (see #1)

11. Outdo yourself – Over, and over again

As I mentioned in the beginning of the article, I don’t follow any of Apple’s news or of its product releases/updates. Hence, news on iPhone 3/4/5, MacBook Air, iPod mini/nano/shuffle/touch/etc are lost on me.

However, the fact that people care about these models, discuss about them at length and continue to buy them (over and beyond initial hype), shows they do find value in the new models. Be it thinner, lighter, faster, longer battery life, or increased functionality, these upgrades are things which consumers find valuable, and have their lives improved as a result.

“You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.” – Steve Jobs

“None. It’s not the consumers’ job to know what they want.” – Jobs responding to whether he did market research for the iPad

What I love about Steve Jobs is how he relentlessly pursued betterment, both in his life and his work. He was already successful in his early years, but this didn’t stop him from wanting to become better. Beyond settling for status quo, he kept pushing for innovation – each time creating one game changing product after another. Because of that, he kept growing, and so did Apple.

“Innovation distinguishes between a leader and a follower.” – Steve Jobs

If you look at your past 3-5 year history, have you been outdoing yourself? Or have you been stagnating? What can you do to outdo yourself? As the CEO of your life, what is the new trajectory of growth you want to embark for the next few years?

Concluding

I hope you found this tribute meaningful in some way, and got a few lessons out of it. I learned a few new things about Steve Jobs and Apple in writing this article, which made me even more respectful of their success today. Steve Jobs was indeed an inspirational man with an incredible spirit.

If you could apply just a couple out of the 11 lessons above, I’m sure it will make a world of a difference in your life.

RIP Steve Jobs (1955-2011) – A visionary, genius, and legend.

Building Success Momentum

In my training and speaking engagements, I often talk about how success breeds success on both on a business and personal level.

In sales, as an example, high-achievers win more business more often. This success builds confidence, creates momentum and they continue to succeed. It’s no coincidence that so many salespeople are at their best and often succeed immediately after they’ve had a prior successful sales interaction.

On the other hand, failure breeds failure.  As salespeople face rejection on a regular basis, and typically lose far more often than they win, they can lose confidence and momentum, consequently becoming vulnerable to ‘falling in a rut’ and failing for an extended period. 

The same is true of success in any endeavor. 

People who succeed have momentum. The more they succeed, the more they want to succeed, and the more they find a way to succeed. Similarly, when someone is failing, the tendency is to get on a downward spiral that can even become a self-fulfilling prophecy. – Tony Robbins

I believe a key to sustained success is two-fold:

1) Learn from your mistakes and take swift action to correct your course.

2) Capitalize on your wins and maintain your positive momentum.

At the end of the day, success is like a snowball.. You have to get it going and the more you roll in the right direction the greater it gets!

Success is like a Snowball

Make a Great Day!

Steve 🙂

Served Without Service

nohumansallowed

In my recent article, Rise of the Machines: Competing With Robots and Other Automated Adversaries, I wrote about the challenges traditional retailers face against businesses that rely on automation as their primary customer interface. 

Well now a new restaurant in San Francisco, Eatsa, is embracing the machines revolution with their almost fully automated eating establishment. 

As shown in this nifty The Robo Restaurant slideshow customers order, pay and receive their food all without any human interaction. There are no counters or servers present. Orders are taken on an iPad and food appears in a cubby located behind transparent LCD screens. 

The end of the world as we know it? No, there are plenty of restaurants doing just fine with their old-fashioned human-to-human service. 

But this is another eye-opening example of how technology is replacing the human interface and changing the face of customer service.

Humanly Yours,

Steve 🙂

Renowned best-selling self-help author and motivational speaker, Dr. Wayne W. Dyer, died on Saturday at age 75.

He left behind many lessons on life and success.

Here’s my Top 10:

If you believe it will work out , you’ll see opportunities

If you believe it will work out , you’ll see opportunities. If you believe it won’t you will see obstacles.

Whatever has to be done, it’s always your choice

Be miserable. Or motivate yourself. Whatever has to be done, it’s always your choice.” – Wayne Dyer

Circumstances do not make the man

Circumstances do not make the man

Judgements prevent us from seeing the good

Judgements prevent us from seeing the good

Change the way you look at things

Wayne-Dyer-if-you-change-1

Choose Kind

When you have the choice between being right and being kind just choose kind.

Be a Doer

Being a doer

Believe It To See It

You'll see it when you believe it.

See yourself as what you’d like to become

The more you see yourself as what you'd like to become

Go For It Now

Go for it now. The future is promised to no one.

RIP Wayne Dyer

Wayne-Dyer-the-shift

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