The One Question Every Organization Should Ask

• Posted by Mike Miller
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THE MEASURING STICK If the senior living industry was being graded on Customer Satisfaction and the measuring stick was whether they conducted their annual surveys, then it is probably safe to assume that the industry would earn an acceptable score. However, if the measuring stick was defined by the action plan that is put into

The Thrill of Victory or the Agony of Defeat?

• Posted by Mike Miller
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It’s the championship game. One team will win and the other will lose. The winning team will stay on the field and get the most publicity. The losing team will head to the locker room. As players, one team will witness the thrill of victory and the other the agony of defeat.

One Size Marketing Does Not Fit ALL

• Posted by Mike Miller
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When it comes to marketing, we are all different. The “one size fits all” is a great marketing campaign for products like belts, hats, gloves, etc. but not for services like training and mystery shopping. When it comes to services that involve people’s emotions, a customized solution is in order and should be demanded. I

Mystery Shopping – It’s Not Enough

• Posted by Mike Miller
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How many times have you lost a client because mystery shopping did not change their current state? Has the client ever stated, “We expect to see an impact if you plan to renew our contract”? Many times, our clients expect us to wave our magic mystery shopping wands and positively affect their current situation.

If I had Only Known

• Posted by Mike Miller
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Elmo, owner of Elmo’s Pizza Shack, opens up his local newspaper Saturday morning and is surprised to find a review of his restaurant; he had no idea a critic had come into the place. Unfortunately, he is shocked even more by what the critic has to say.

Selling – The Numbers Don’t Lie

• Posted by Mike Miller
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Selling is a Numbers Game – Or is it? The numbers don’t lie, but are they hiding the real truth? “If I can just get more leads, I can close more deals.” If I had a dollar for every time I heard these words come out of a salesperson’s mouth, I could start planning my