Mike, Brook and A'marri talk about managing, leadership and the Cleveland Browns. There is irony in the statement from Kevin Stefanski's first press conference as The Browns coach, "Personality is welcome, production is required." as all we see is platitudes and "personality" in the Browns organization and no production. There is plenty to learn from this as the owner of a small business from how to confront bad attitudes and performance, addition by subtraction, walking the talk as a manager...
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Mike, Brook and A'marri talk about managing, leadership and the Cleveland Browns. There is irony in the statement from Kevin Stefanski's first press conference as The Browns coach, "Personality is welcome, production is required." as all we see is platitudes and "personality" in the Browns organization and no production. There is plenty to learn from this as the owner of a small business from how to confront bad attitudes and performance, addition by subtraction, walking the talk as a manager...
The 2% Club: where 2% of your customers give you 98% of your problems. How to recognize what it is and what to do about it. 1:30 Mike introduces the concept of the "2% Club"—the small percentage of customers who create most of your problems—and explains why handling them is key to business success. 6:00 Brook reflects on a past job where the customer had a valid complaint and how owning the mistake turned a tense situation into a productive one. 10:15 Mike shares a story about a customer with...
Small Business Confidential
Mike, Brook and A'marri talk about managing, leadership and the Cleveland Browns. There is irony in the statement from Kevin Stefanski's first press conference as The Browns coach, "Personality is welcome, production is required." as all we see is platitudes and "personality" in the Browns organization and no production. There is plenty to learn from this as the owner of a small business from how to confront bad attitudes and performance, addition by subtraction, walking the talk as a manager...
