Guest Commentary: John Passante Asks, ‘Are You Providing Customer Service or Lip Service?’
According to a Harvard Management update by Bain & Co., “Eighty percent of companies believe they deliver a superior customer experience, but only 8 percent of their customers agree.” What is your customer satisfaction index?
Guest Commentary: A Day at the Races – Are You a Big Picture Person or a Nit Picker? Both Are Needed in Racing and in Business
Industry veteran and longtime Babcox contributor Dave Caracci gives us the latest installment in his summertime series of firsthand accounts of life at the track.
Guest Commentary: Dr. John Passante Asks: ‘Can (and Should) a Business Have a Heart and Soul?’
“People give the business its spirit, its freshness and they are the face of the company to the customer, investors, vendors and the public. People have knowledge about your business, opinions and the ability to influence the success of the business. They are the heartbeat of the company. Their loyalty, commitment and recommendations are paramount to long-term growth,” Passante writes.
Guest Commentary: Freedom and Impact – Dr. John Passante Considers the Role the Aftermarket Plays in Basic Freedom
“Americans cherish independence, freedom of mobility, the power to choose and rugged individualism, and the automobile is the vehicle of personal democracy!” Passante writes.
Guest Commentary: Dave Caracci Asks ‘What Determines Your Personal Altitude?’
Industry veteran and longtime Babcox contributor Dave Caracci gives us the latest installment in his summertime series of firsthand accounts of life at the track. In this week’s installment, Caracci experiences the stark difference attitude makes in securing sales and customer loyalty, while sourcing parts for the Performance Tech Motorsports team.
Guest Commentary: A Day at the Races – A Mid-Summer Pit Stop in an Unlikely Place
Just like your business, where having the parts inventory you need close by and ready to ship or install, each season race teams look at and consider the logistics of transportation verses local warehousing. And, just like the auto parts business, what made sense last year may not make as much sense this year, due to increases in transportation costs, product demand (availability) or the competition.
Guest Commentary: Dr. John Passante Reminds Us Why Mentors Matter
The past four or five years have been quite tough for our industry. During challenging times, it is easy to not pay much attention to the “human side” of the enterprise. However, it would benefit all companies to implement a mentoring program.
GUEST COMMENTARY: The Character of Character
Being a leader of character requires great courage! It demands leading with integrity, principle and not watering down your values or those of the organization.
Guest Commentary: Silence Is Not Feedback — The Dreaded Performance Review
Most employees desire to know truthfully how they measure up in the eyes of their leader or manager. It is a human trait to desire feedback with regard to any endeavor that we feel is important and life-changing.
GUEST COMMENTARY: Leave The Change
It has been my experience that people transform based on life experiences. We encounter personal health issues, deaths of loved ones, illnesses, promotions, relocation, children and retirement. These events create new realities and in effect force us out of our comfort zones. As a leader, do your employees feel safe to venture out of their comfort zones?