Highfill Performance Group

Most of us talk about what we’d like to change in the world, while a few people stop talking and just do it. I’ve been talking about changing my weight for twenty years. In fairness to me, I have increased it. That’s change, just not the kind I was hoping for. What I want to discuss are [...]

I sat across from the CEO, watching his face turn several lovely shades of purple as he ranted about the latest sales initiative they had rolled out in a record six weeks. He had expected immediate turn-around on results, and was pounding the table with every word, causing our coffee and cokes to develop actual [...]

This week our topic was “No Fear,” meaning that those who follow me on Linkedin, twitter and Facebook were asked to spend the week facing one small fear per day. I tended to do really small things, like bravely asking a woman who had cut in line at Arbies to please move to the end [...]

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. [...]