Highfill Performance Group

A Saturday Night Live skit with Alec Baldwin yelling an incomprehensible order to two army trainees caused me to remember a remotely similar experience.  We were marching to the ends of the earth on a very hot August day in Kentucky, loaded down with gear and bad attitudes.  Most of the terrain around us looked [...]

He had missed his daughter’s soccer game, his son’s baseball game, and a trip to see his favorite pro baseball team. New to his sales job, he knew that at Monday’s meeting they would reveal who had hit their goals for the month. While his goals were slightly lower than others, he also didn’t have [...]

The following story was taken from “Hug Your Customers” by Jack Mitchell of Mitchell Clothing, published in 2003. If you’re looking for a book filled with great, down-to-earth examples of exceptional service, this is the one. Following is a story that supports Jack’s thesis that every customer should be treated like family. This particular example [...]

I’ll never forget the night I sat in front of my neighbor’s small, black and white television, waiting for the moon landing. I was 8 years old, and was quite frankly more excited about the buttered popcorn being delivered than the event itself (I think food has always been my point of total delight).  Do [...]

The following story is taken from a book on client experience that I have read, highlighted, earmarked, and read again. It’s called What Customers Really Want by Scott McKain, and the stories he shares support the fact that too many company executives think that customer experience and superior service must involve big dollars and nice trinkets. [...]

I was eight years old, lying in a bed located in a children’s ward at Cedars of Lebanon hospital in Los Angeles. I had a series of symptoms that were confounding the doctors in my hometown fifty miles away, so they had sent me to the teaching hospital to run tests. My parents had to [...]

The following story is shared in the classic book Think and Grow Rich by Napoleon Hill. It could be used to energize salespeople and encourage them to hang in there when the going gets tough, or it could be shared with a client who is backing away from a project due to the economy or their [...]