Rant Feed

Dodgeball: The Future of US Business Leaders' Success Depends On It!

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I’m not sure the year it happened, but at some point we decided it’s bad to teach our children that people win and people lose; somehow competing and striving to be better, to improve, isn’t ok now because it might hurt someone’s feelings.

Let’s bring it down to this simple event that seems to have changed everything. We stopped allowing

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HEADSHOTS, PEOPLE! Please update your headshots.

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As we are coming to a close for the 40 Most Inspiring Leaders in Sales Lead Management nominations, once again it's time for me to RANT!

What the heck is wrong with you folks using your head shots from parties, cropped from trade events, vacation photos that are fuzzy at best or so old that it was three "yous" ago?

You all need GOOD headshots. I've run across some that I've been using for the nominees for over seven years. Some have one headshot on LinkedIn, one on the website team page, another on Twitter and another on Google+ - BE CONSISTENT, please.  Go for higher res.

Some of you have actually SCANNED a printed photo from a studio - I can tell because there is lint on it and that "distance" from the glass. Toss this task to marketing, your PR team, your INTERN - someone. I'm using what I find and a few of you may not be pleased. I go by LinkedIn first unless they are terrible. Then, I check your site. If that is equally terrible, I close my eyes and pick one.

 

 

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Major shift if the Healthcare industry changed "patients" to "clients."


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Recently I ordered my prescription through the Kaiser website. Usually I call it in. After securely logging in with more information than you can imagine to get a refill, I was asked for a credit card. I know roughly what this Rx costs, so I did it. BUT what was glaring at me was the fact that there was no total of what this PRODUCT would cost before I purchased from this RETAILER.  They know my plan since I logged in with my ID, location, etc. They should know the DISCOUNT PRICING structure I'm in and be able to give me a cost for this product. This is ECOMMERCE folks. Time to change some thinking.

Why it's important:

Our mindset as the CUSTOMER/CLIENT and SERVICE PROVIDER/RETAILER is key to how we perceive the other. We need our customers, they don't need us. Act like you want to EARN their loyalty.

In Healthcare, the word patient is tossed around hoping for the positive effect that Disneyland has referring to GUESTS and CAST MEMBERS (staff). They know their roles. In healthcare, the word PATIENT is used in a nearly condescending way throughout all documentation. The trained medical professionals (which we see for very little time) are the Doctors or Health Service Provider. It's almost as if we are lucky they take care of us. Ninety percent of the time, we are dealing with customer reps, pharmacy assistants, receptionists. They are all in the business to make SALES through SERVICES and PRODUCTS for the company by not ticking off their CLIENTS.

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