Philadelphia Business Journal

If you’ve been in business long enough, you’ve heard the complaint. “That price is higher than what I expected” or “I really want to work with you, but the firm down the street is a lot less expensive.”

I’ve been in business more than 16 years and I’d be less than honest if I told you no one ever complained of paying too much. Even though like you, I believe our services and expertise are well worth our fees, occasionally I doubt myself. A sign of tough economic times, I had one of those moments last week. After sending a hefty invoice for a drop-everything project, I called my client ready to explain charges that she hadn’t even questioned. Imagine my surprise when she retorted: “I actually expected the bill to be much higher.” [Read more…] about Take a reading: Where is your moral compass pointing?

No one could have predicted that N.J. Gov. Chris Christie and President Obama would be standing side by side heaping praise on each other at the flood-ravaged Jersey Shore just days before a presidential election. For months the Republican governor had been blasting Obama in an effort to garner support for Mitt Romney. But that was before the biggest disaster in New Jersey’s history. That was before Hurricane Sandy swiftly obliterated towns and uprooted millions of lives.

So when the governor was asked by the media what effect the storm would have on the elections, Christie sincerely and appropriately said this isn’t the time to think about politics. So candid. So refreshing. So human. Yet, so surprising to so many. Election pundits and tweets expressed shock that the two politicians would dare to be seen, much less work together days before the election. [Read more…] about All-weather leadership lessons from Christie and Obama

If I had taken better notes, I would have written a book titled “The People I’ve Met on Airplanes.” There is something unique and often stimulating about having a long conversation with a stranger that you have been forced to share an armrest with for hours at a time while cruising at an altitude of 35,000 miles. [Read more…] about The 35,000-foot-high approach to making old talk new

Talk about a study in contrast. Over the summer a group of eight friends went to dinner at a well-known, rather high-end restaurant at the Jersey Shore. We had a big round table overlooking the ocean. The menu looked as great as the view.

That’s where our experience ended.

Twenty minutes after being seated, no one had come to take even a beverage order. After flagging over the maître d’, a waiter finally came and then it was another 20 minutes before drinks were served. OK, it happens.

But what happened next was a lesson in how to anger patrons and lose customers. When dinner was served, three of the entrees were not what people ordered. One entrée was missing entirely and yet another was not fully cooked. When we complained, there was no apology, just a murmured “what do you want me to do” from the waiter, so we called the manager. [Read more…] about A study in contrasts about how to deal with your customers