The Exuberant Accountant - Scott Heintzelman

A 2004 study done by Yankelovich found that 80% of Americans believe business is too concerned about profit and not enough about responsibilities to customers, workers, and the environment.  One can only imagine in light of the recent Wall Street blowups, corporate bailouts… that 80% would look pretty good if the study were done today.  I believe this creates an unbelievable opportunity for a business to stand out and differentiate from the competition?

In his best selling book, A Whole New Mind, Daniel Pink says we have been living in the information age, but are moving into the conceptual age.  He stresses for a business to be successful in this new age, we will need to put a human face on our business.  He suggests skills that will be needed include: creativity, empathy, intuition, and the ability to link seemingly unrelated objects and events into something new and different.

I am convinced that in order to be successful and thrive, now is the time to focus on the basics and it will require Transformational Leadership!  What are you doing to show your customer that you have empathy?  Remember your customer will not care how much you know, until they know how much you care.  What are you doing to make the experience of doing business with your organization something special?  Are you only focused on the analytical or left side of your brain?  What creative ways are you using to engage your customers? To engage your employees as they are on the front lines of customer service?  How are you using the emotional right side of your brain?