Tim Hortons: the killing another of Canadian icon

Parent company RBI’s international expansion plans may well be behind the heartless Tim Hortons policies in Canada

Tim Hortons: the killing another of Canadian iconDestroying Canadian business icons seems to be a trend. In 2017, it was Sears. While employees were losing their pensions because of poor management, lawyers and consultants were receiving millions as the business was shutting down. Several Canadian retail icons have crumbled due to weak managerial strategies, from Eaton’s to Sears. Most closures, though, have…

Locking down your precious data

Hardware-encrypted, PIN-authenticated diskAshur2 drives keep data secure

Locking down your precious dataWe keep our computers on lockdown, encrypt our data and secure them from prying eyes and online predators. But what about our backups and those external drives? United Kingdom-based iStorage has created diskAshur2, an updated line of virtually bulletproof PIN-authenticated and hardware-encrypted hard drives. Even if the drive was stolen, your data is fully protected. The…

Gain big business focus by looking at individual details

What each staff member does is important. The more employees work together to enhance their contributions, the better for the business as a whole

Gain big business focus by looking at individual detailsIs what you do really important? I recently helped a business conduct a meeting with their employees. As the meeting started, I tried to understand the participants and their positions in the company. After writing their names and job descriptions on the board, I asked: “What would happen if you didn’t do your job?” This intriguing…

Playing the game of business to win

Do you come to work to just put in time or are you trying to achieve a goal? You need a clear vision, a simple approach, lots of communication and determination

Playing the game of business to winAl Erricson was my basketball coach in 1982 – he’s learned a lot about coaching since then. If only Al knew then what he knows now, we might have won a game or two. What Al knows, and every business owner and manager should know, is that being successful is not all about skills. It…

Name your year, put new focus on your goals and achievements

We only have a limited number of years in our lives and breaking them down into time frames of intention could make all the difference

Name your year, put new focus on your goals and achievementsI was invited to speak at a conference last January where the hosts encouraged the attendees to “Name their year.” I’d never thought of doing this before and was interested in how people would go about picking the name of the year. As I sat around a table and listened to the conversation, I was…

Business is like basketball: necessary knowledge not a slam-dunk

The problem for most of us is we think we know it all or we believe if we try hard enough we can make ourselves learn it. But it’s not nearly that simple

Business is like basketball: necessary knowledge not a slam-dunkUntil Dave Holmes stepped onto the basketball court, I was unconsciously incompetent. I knew how to yell from the stands and I knew how to tell my kids how to play better. But this year when I took the step to coach my daughter’s school basketball team, I realized how incompetent I really was. I…

Finding the niche that will make your business successful

You can't be all things to all people, but you can be exceptional. Find the market, product and service that suit you and your customers

Finding the niche that will make your business successfulThe line “You can’t be all things to all people” comes from this poem: You can't be all things to all people. You can't do all things at once. You can't do all things equally well. You can't do all things better than everyone else. Your humanity is showing just like everyone else's. So: You…

Is customer service dead?

When we take the time to engage with our customers and be sincere and interested, the dollars roll in

Is customer service dead?It was a Friday afternoon in Alberta. I’d met with some clients and had time for a walk. I decided to head to the strip mall near where I was staying. My first stop was the Peavey Mart hardware store, since I’d never visited one before and it looked interesting. I entered the store and…

Did lululemon make a mistake giving away free clothes?

How much leeway do you give your employees to be generous with your products or services?

Did lululemon make a mistake giving away free clothes?Brad Bonner was in a panic that June morning in Victoria. His luggage had been lost and he had an important meeting in a few hours. Getting up early, he walked the downtown streets looking to see which store would be open the earliest where he could buy some suitable clothing. He discovered that lululemon…

Air Canada’s lesson in how not to communicate with customers

Air Canada could have reduced a lot of stress among its passengers by clearly conveying the winning message it intended

Air Canada’s lesson in how not to communicate with customers“Why are you making us do this?” the lady screeched to the Air Canada check-in attendant at the Dublin Airport recently. “I’ve never been asked before to put my carry-on luggage into those things.” She pointed to the metal stand into which her teenage kids were forcing their obviously oversized bags, to estimate appropriate size.…