Many experts argue that despite the millions (billions?) being spent by organizations of all sizes, customer service is declining. Most will tell you that customers, in general, are less satisfied that ever. Why is that the case — and what can we do about it in our organizations or our career? Today’s PROJECT DISTINCT discusses the work done by groups like Ritz-Carlton and Porsche — where employees have probably not experienced the level of service that their customers have come to expect. And, ...
Oct 03, 2020•13 min•Season 2Ep. 544
Because yesterday’s episode generated such feedback, Scott McKain devotes another day to helping you get started on the path of creating distinction. If you’ve ever wondered what you need to do to get what you want in business and in life — and how to get started in achieving it — this edition of PROJECT DISTINCT is especially for you! Learn more about your ad choices. Visit megaphone.fm/adchoices
Oct 02, 2020•11 min•Season 2Ep. 543
Some of the questions that Scott McKain is constantly asked is, “How do I start to create distinction? How do I start to improve my business? What does it take to have a better life?” On today’s important episode of PROJECT DISTINCT, Scott reveals the way to start to grow your business and fulfill your dreams. Sharing his personal experience, what he learned working with Arnold Schwarzenegger, and the insights of others, Scott outlines what you need to do to launch a better business…a better car...
Oct 01, 2020•13 min•Season 2Ep. 542
Customers who have a great experience with you and your organization take three wonderful steps: they repeat their current business, they enhance their significance of purchases, and they refer you to their friends and colleagues. That means delivering a great customer experience should be “Job #1” for every employee! What if five simple questions could help you ignite a higher level of service? On today’s PROJECT DISTINCT, Scott McKain will relate a quintet of simple queries that can help you c...
Sep 30, 2020•13 min•Season 2Ep. 541
Returning to a location where he experienced horrendous customer service, Scott McKain learned that changes and improvements had been made — not to the decor of the resort, instead with the people who worked there. Today’s PROJECT DISTINCT focuses on the old saying, “Our people are our greatest asset” and asks the question, “Then why do you treat them like an expense?” Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 29, 2020•8 min•Season 2Ep. 540
As he relates on today’s PROJECT DISTINCT, Scott McKain has been writing for almost two decades about the rising expectations of customers. On this episode, he’ll share new information from a recent study on how much they are rising — how the expectations of Millennial customers compare to those of Baby Boomers and Gen X — and why delivering a great experience for your customers is your best marketing strategy. Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 28, 2020•9 min•Season 2Ep. 539
As the Corporate Educator in Residence at High Point University, Scott McKain has just spent a couple of days on campus at one of the nation’s most innovative institutions of higher learning. In this episode, he reveals one of the first steps that his friend, Dr. Nido Qubein, President of HPU, took to dramatically change the fortunes of the school — and how you can apply the same approach to your business or career. Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 27, 2020•11 min•Season 2Ep. 538
It’s almost “chicken and egg” — which comes first for your organization, department, or career: people or process? Do you put the process of creating and delivering your products or services ahead of the people you serve and work with — or do you put them ahead of the process? Scott McKain explores how cultural changes have impacted the way that leaders need to respond — and offers his choice — on today’s PROJECT DISTINCT. Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 26, 2020•11 min•Season 2Ep. 537
A forgotten briefcase at the Las Vegas airport generated repeat business for a private car company. How can errors with customers turn them into loyal clients of your products and services? That’s the topic of today’s PROJECT DISTINCT — what steps do you take to “make it right” when mistakes are made with customers. Scott McKain explains how to turn bad experiences into positive relationships on this edition of the podcast. Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 25, 2020•9 min•Season 2Ep. 536
When the group Scott McKain is speaking to in Maui entered the ballroom for the conference's farewell dinner, they saw that Jody — who had served the attendees on opening night — was once again their bartender. Spontaneously, the group burst into applause at the sight of her. Her attitude and enthusiasm was infectious…to a degree that it uplifted both her customers and her colleagues. How can YOU attract more “Jodys” to your team? And, what role does your culture play in that effort? On today’s ...
Sep 24, 2020•10 min•Season 2Ep. 535
There is a fundamental reason why your marketing — and even your advertising — is not creating the engaged, loyal customers that you desire. Whether you’re a senior executive at a large organization…and entrepreneur building a business…or a sales professional trying to expand your efforts…this episode of PROJECT DISTINCT from Scott McKain is critical for you! Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 23, 2020•10 min•Season 2Ep. 534
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! Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 22, 2020•9 min•Season 2Ep. 533
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. Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 21, 2020•11 min•Season 2Ep. 532
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. Learn more about your ad choices. Visit megaphone.fm/adchoic...
Sep 20, 2020•10 min•Season 2Ep. 531
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! Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 19, 2020•10 min•Season 2Ep. 530
“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. Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 18, 2020•11 min•Season 2Ep. 529
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. Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 17, 2020•12 min•Season 2Ep. 528
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! Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 16, 2020•13 min•Season 2Ep. 527
When a customer or prospect asks you that all-important question — “What do you do?” — how do YOU answer? Scott McKain conducted research to try to ascertain what the differences are between elite performers and those who were doing very well, but weren’t at the highest level of their respective profession. Today’s PROJECT DISTINCT reveals the answer — and relates why it is so critical to your success! Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 15, 2020•11 min•Season 2Ep. 526
While it might not seem that the legendary “stylin', profilin', limousine riding, jet flying, kiss-stealing, wheelin' n' dealin ' son of a gun” known as the “Nature Boy” in pro wrestling would even possess a philosophy on business, today’s PROJECT DISTINCT reveals one of significant impact for every professional. If you want a distinctive, championship business, Scott McKain relates — with a “WHOOOOO!!” — what Ric Flair teaches that we should all do. Learn more about your ad choices. Visit megap...
Sep 14, 2020•10 min•Season 2Ep. 525
Yesterday on PROJECT DISTINCT, 6-time NYT bestselling author and Fox News Contributor, Larry Winget, joined Scott McKain to talk about the biggest challenges facing leaders in businesses of all sizes and industries. Today — it’s all about solutions! It’s an episode that may help you solve the problems you’re encountering! Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 13, 2020•12 min•Season 2Ep. 524
What are the biggest problems facing leaders in business today? Regardless of the size of the operation — or your role in it — what challenges transcend all businesses? On today’s PROJECT DISTINCT to tackle this critical topic, Scott McKain welcomes one of his partners at the Ultimate Business Summit, the six-time New York Times bestselling author who has spoken for 400 of the Fortune 500 companies and appears regularly on Fox News Channel — Larry Winget! Learn more about your ad choices. Visit ...
Sep 12, 2020•10 min•Season 2Ep. 523
So many are talking about the importance of the “hustle” on social media, Inc. Magazine asks if we’ve devolved it into “hustle porn.” There’s no doubt we need to make an effort to attain success — but, is there a problem with all the 10Xing and the “hustle”? In today’s episode, Scott McKain shares what really matters as we seek to create distinction. Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 11, 2020•12 min•Season 2Ep. 522
Whether it is blind adherence to (perhaps outdated) company policies or misguided attempts to communicate technical information to non-technically oriented buyers, we often irritate and confuse our customers. Today’s PROJECT DISTINCT tackles that issue, as Scott McKain provides some ideas to consider to help remove friction between us and those who purchase our products and services. Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 10, 2020•10 min•Season 2Ep. 521
We hear top leaders complimented all the time with the accolade that they are “visionary.” But, what does that really mean? Is it important to the success of our business or career? And, if so, how do we become visionary? On today’s PROJECT DISTINCT, Scott McKain focuses on a part of the new book, “Do Business Better” by his friend, Damian Mason. ( https://www.amazon.com/Do-Business-Better-Actions-Succeed/dp/1119566282 ) In the episode, you’ll learn why vision is critical to your future — and so...
Sep 09, 2020•10 min•Season 2Ep. 520
You should never close the sale. Get ready — this will be a controversial episode of PROJECT DISTINCT. Scott McKain reveals why he HATES the term, “closing the sale” — and why you and your team should have a totally different perspective in these rapidly changing time. Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 08, 2020•11 min•Season 2Ep. 519
We hear so much about the importance of hiring “A” players for our organization’s team. Is that truly the superior strategy? Inspired by a blog post on fs.blog, Scott McKain relates that sometimes in business — as in sports — the best players don’t always combine their efforts to produce the superior team. How we need to hire and work with one another is the important topic of today’s PROJECT DISTINCT. Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 07, 2020•12 min•Season 2Ep. 518
Dr. Ken Blanchard — a former member of Speakers Roundtable, the mastermind group that has also been a part of Scott McKain’s career for two decades — is one of the world’s authorities on customer service, leadership, and organizational management. Blanchard’s companies teach a specific four-step approach to attaining a high level of customer service. On today’s episode of PROJECT DISTINCT, Scott takes a look at Blanchard’s approach and helps us understand what we need to do to keep customers com...
Sep 06, 2020•13 min•Season 2Ep. 517
Training is a critical function for every organization — and each professional. To achieve maximum results, how frequently should we conduct training sessions? How often should training initiatives be launched? How quickly should attendees put the new information to use to be certain they take action? A surprising answer is in store for you from Scott McKain on today’s PROJECT DISTINCT! Learn more about your ad choices. Visit megaphone.fm/adchoices...
Sep 05, 2020•12 min•Season 2Ep. 516
We all want the services we sell and the products we market to stand out from the competition. So, how do we incorporate distinction into the way we design our products and services? On today’s episode of PROJECT DISTINCT, Scott McKain reveals the four factors required to ensure that we are creating work that moves us to the front of a hyper-competitive market. Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 04, 2020•15 min•Season 2Ep. 515
