By Peter Lyle DeHaan, PhD In my office is an evocative black and white aerial photo of my grandfather’s chicken farm, circa 1960. Grandpa and Dad ran the farm, along with a revolving assortment of hired help. The farm consisted of five barns, in two interconnected groups. Together they accommodated 15,000 hens. Four buildings housed […]
By Peter Lyle DeHaan, Ph.D. In retail, the term shrinkage is euphemistically used to reference stock which “disappears” before it can be sold. In essence, it is a product that the retailer bought, but can’t sell. To be direct, shrinkage is theft. While some of this is due to shoplifting, it also results from employees, […]
By Peter Lyle DeHaan, PhD It was an emotional moment for me. After proudly carrying and using a Shell gasoline credit card for more than 20 years, I canceled it and was in the process of cutting it up. Not that I was angry or upset with Shell, but it no longer made sense to carry […]
By Peter Lyle DeHaan, PhD As I contemplated my publishing business, I was struck with the realization that I had structured it as a virtual company. This wasn’t intentional; it just worked out that way. Not only am I the only one working in the “corporate office,” there are no local vendors either. Indeed everyone who […]
By Peter Lyle DeHaan, PhD Does your organization make customer service a priority? I expect that it does. In fact, I suspect that the phrase “customer service” is found somewhere in your mission or vision statement, etched on a wall plaque, proclaimed in your marketing material, and oft orated by upper management. However, as is […]
By Peter Lyle DeHaan, PhD I’ve come to the realization that I tend to put off buying things. It’s not because I procrastinate (at least not too much), or because I am adverse to making decisions, or even because it is a money issue. Sadly, the reason that I often avoid purchasing things I want […]
By Peter Lyle DeHaan, Ph.D. In the years between high school graduation and my first real job, I took on a variety of part-time work while being a full-time student. During one such vocational transition, the placement advisor at school knew of an immediate opening for an audio engineer at a TV station. I arrived […]
By Peter Lyle DeHaan, PhD This fall, the thoughts of school age children everywhere are focused on returning to school. Some approach the new school year with dread and trepidation, a few with excitement and high expectation, and others with inevitable acquiescence and acceptance. Regardless of their personal perspective, many will be faced with the traditional […]
By Peter Lyle DeHaan, PhD What is your self-service strategy? Is it in-place and fully functional? Perhaps it’s moving forward, slowly but surely. Conversely, you may still be contemplating what your self-service offerings should be – if any at all. If you do make available self-service to your clients or their customers, is it used […]
By Peter Lyle DeHaan, Ph.D. On a weekend trip a while ago, my wife and I found ourselves at the local McDonald’s for breakfast. “I’ll have a number 10,” I decisively informed the perky and personable teenage-looking girl at the counter. She acknowledged my request and smiled pleasantly. This encouraged me to make small talk […]