Character shows up in those little things most take for granted like keeping your word especially when it’s inconvenient, taking personal responsibility even if it cost you, returning phone calls, looking out for others well being before your own.

Basically, the way I see it is business success in this new economy will depend largely on your intentions, your motives. That is the way it used to be and that is how it should be in my books.

Everyone gets it you are in business to make a profit but what are your intentions and motives towards your customer, your employees, your vendors, your competitors, your community, your country?

That is the question and observation on the minds of today’s new consumer. Gone are the days of “Sell, Sell, Sell!!” Consumers have so much choice when it comes to deciding who they will spend their money with. You can’t rest on ‘old model’ business thinking and processes any longer if you want to ensure they choose you to spend their hard earned money with.

The intent and motive of your heart (your business, corporation, whatever started in the heart of someone) is going to be a deciding factor on what side of the “Great Business Divide’ occurring now.

What I am talking about here as to having a ‘Good Heart’ should be the basics for anyone in business. If it’s not…the new consumer emerging today will demand it and if you don’t genuinely deliver, you will have a hard time with business success in the 21st century.

At this time, job losses from mass layoffs added up to 3.6 million, up 66 percent over the preceding 18 months.

Since many people who have not been able to find a job, we are seeing an unprecedented number of people choosing to go into business for themselves. Historically small business’ job creation will be key in our economic recovery.

The US Small Business Office of Advocacy states there are two kinds of small businesses: those without employees (or non-employer businesses), and those with paid employees (or employer businesses). In 2008 it was estimated there were 23.1 million non-employer and 6.1 million employer businesses in the US.

Small and Medium size business can very well bring a positive impact to our economy if we will all do our part and support them! When is the last time you hugged your local small business?

Let’s spend our money on their products and services so they can continue to help our country prosper again friends!

The survey, conducted to gauge the effectiveness of corporate communications in today’s an economic climate riddled with company failures and layoffs, found 85% of survey respondents say their CEO, among other managers, is communicating with them, though 65% would still like more informal, in-person communication, MarketingCharts writes. Read the article here.

Living in California for many years and having two family members that work there for 6-8 years I can attest firsthand they are amazing from the customer perspective. They beat any fast-food chain out there hands down when it comes to the service, the quality and those yummy burgers!! (I’m thinking right now how great it would be to have a #2 animal style with a lemon-up…wow!).

However, even though they still are THE best in fast-food anywhere in the U.S. (even though they are only on the west coast currently…please come to Tennessee!) they have begun to lose their edge in my opinion because the vision and passion built by the Snyder family has begun to slip away since they are no longer around to run the company.

The first place this is showing up is in the stores with the treatment of the employees. I’m not saying they are mistreating all the employees…what I am saying is they have become more focused on the bottom-line than the employee and if anyone went underground (people are concerned about being black listed there just like in any company) and interviewed employees who were there in the Snyder years, they would see the huge changes that have occurred inside the In-N-Out Burger culture. The emphasis on the training requirements and the value of the important role the employee plays is waning. Many simply stay because they are one of the better paying jobs around.

Sadly this is nothing new. It has happened in most companies and continues to be the case. What’s my point? Well first off, I’m not picking on In-N-Out Burger (I love their food!) I am just making the point employers looking to be a leader in this new 21st century marketplace must embrace and utilize the asset of having great employees if they want to deliver great customer service.

In-N-Out Burger did this so well! When I taught classes on marketing I would use them as an example of the importance of excellent leadership and training to set your business apart from competitors. Think about it. Every where they had a store there was a McDonald’s, Taco Bell, Burger King right around the corner. These places would all pull from the same local labor pool (mostly high school age kids) yet…In-N-Out Burger’s customer service was so superior they were not even in the same universe as their competitors. The “associates” were always, super courteous, clean, attentive, team players, and excellent in every way. In all my years I never ever got a moody, unfriendly, uncaring associate wait on me. It was always the best service!

How can that be? What is the difference? What is the In-N-Out Burger’s secret?

I believe the factors that attributes to this amazing difference is really very, very simple.

In-N-Out Burger’s philosophy was founded on the principles of excellent, accountable leadership (not a lot of lip service leadership), the customer is the reason we are here and treating our employees as esteemed partners (i.e. associates) will accomplish our daily goal to deliver the very best in what we do. Not rocket science! Just be good to people and it will pay off.

Exceptional customer relationships is the only platform a business has left to make their mark and succeed in my opinion. You can have all the bells and whistles going for you but in the end after the parade has passed it all boils down to…

do people really enjoy the connection with you?

If you have employees…they are your personal representation of your connecting…or not.