If you’re not delivering great customer service, it’s because you evidently don’t WANT TO. That’s what Scott McKain is emphatically stating on today’s PROJECT DISTINCT. He suggests that if Indiana’s Bureau of Motor Vehicles can do it — there’s no excuse for any of the rest of us. If you’re not a fan of your local BMV…you may be SHOCKED — and learn about commitment to customer service — from what you hear on today’s episode!

On today’s episode, Scott McKain suggests that MOST organizations are disconnected from what their own customers are experiencing as they do business with them. And, this lack of understanding even spreads to the front line people on your own team! Learn what to do to reconnect your thinking with that of your customers — and, what Scott says is one of the “saddest shows on television” relates to this phenomenon.

We tend to think that analyzing what customers are thinking and feeling — and reviewing our own errors in judgement and action — will always create a better result. But, is that really the case? On today’s PROJECT DISTINCT, Scott McKain relates how a recent dinner conversation motivated him to learn more about the value (or lack thereof) of introspection and evaluation as we try to improve our organizations, our careers, and ourselves.

Does it seem as though your customers aren’t as loyal to you as they used to be? On today’s PROJECT DISTINCT, Scott McKain reveals the “Three Levels of Customer Loyalty.” And, he’ll discuss the three reasons that loyalty from customers is on the decline — and what you can do to change that for yourself and your organization!

“Have a Little Faith?” by Mitch Albom was recently brought to Scott McKain’s attention — and, especially the story of the farmer and the new farmhand. Today’s PROJECT DISTINCT uses that story to ask, “How well are you prepared to grow your business and yourself?” In this episode, Scott will outline three important steps you need to take to ensure you’ll sleep soundly because you’ve prepared properly.

As we continue on PROJECT DISTINCT to examine the importance of clarity and focus, today Scott McKain reveals a tool that can help you — the High Concept. As you seek to sharpen your clarity, the specific steps that Scott outlines today will help you center your efforts on what’s really important to your team and your customers.

Following up on your comments and questions about yesterday’s episode, today we will drill deeper into the subjects of focus and clarity. Scott McKain starts today with a rant about non-focused organizations and professionals, then provides the example of High Point University as proof that every type of organization can grow when it first strives for clarity. It’s an important PROJECT DISTINCT for you!