Business Leader, Bestselling Author and Hall of Fame Speaker's Insights

Scott McKain

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Top Stories by Scott McKain

It’s what Amazon should have said about their new smartphone. It’s what Steve Jobs was famous for saying repeatedly. It’s the SINGLE WORD that can help make you more distinctive. You’ll discover that little word in today’s “Daily Dose of Distinction!”   ... (more)

Gate agent kicks Southwest passenger off plane: Importance of reservoir of customer goodwill

What happens when an employee takes action in violation of the company culture? In today’s hyper-connected world, you’d better have built a reservoir of goodwill with your customers! Take a look:   ... (more)

More on “NO!” as a personal and professional management tool

Following up on the great response to yesterday’s message — here’s a bit more on why the word “NO” can be what moves you toward being a more distinctive organization or professional in your marketplace. Taking control is an essential ingredient to creating distinction. Here are a couple of thoughts on the importance of “no.” […] ... (more)

Comcast customer service fiasco – and maintaining distinctive relationships

WHY do we wait until a relationship is over before we do what it takes to maintain it? That’s a problem both personally — AND professionally — as Comcast found out with their recent customer service fiasco! Distinction as an organization or individual professional is established at the onset of any relationship…it cannot wait. Today’s […] ... (more)

The worst phrase you can say in business…

At a program I’m attending, the speaker on before me is talking about customer service.  Naturally, that means he’s on a topic that I am fascinated by…and committed to learning more about. Then, he said what I believe to be THE WORST phrase you can state in business today: “It’s all about the metrics.” In […] ... (more)