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Craig Kitch
The Turnaround Guy
Recent Activity
The Wizard of Oz has entertained countless children and adults for decades, but I’ll bet you never thought of it as a “leadership” film. While I do not have room here to go into the myriad details and leadership principles to be gleaned from the film, I would like to... Continue reading
Posted 6 days ago at Craig Kitch's blog
I have a three hour layover at Chicago Midway and it spans the lunch hour. One nice thing about this airport is that they have a large selection of places to eat and shop. Chicago Style Hotdogs to Sushi and everything in between. Literally dozens of options. Which one did... Continue reading
Posted Jan 6, 2019 at Craig Kitch's blog
I never cease to be amazed at the number of people who continue to live in the past and then wonder why things don’t work out. Technology and this new economy are changing everything from customer expectations to business marketing strategies. What worked 5 years ago will not work as... Continue reading
Posted Dec 10, 2018 at Craig Kitch's blog
In my opinion there is no single better way to improve your revenue stream than through referrals. The best advocate you will ever find is a delighted customer who is more than willing to share the good news about your service with their friends and colleagues. Your closing ratio will... Continue reading
Posted Nov 25, 2018 at Craig Kitch's blog
In my opinion there is no single better way to improve your revenue stream than through referrals. The best advocate you will ever find is a delighted customer who is more than willing to share the good news about your service with their friends and colleagues. Your closing ratio will... Continue reading
Posted Nov 25, 2018 at Craig Kitch's blog
I am writing this blog post on Sunday evening November 11. Today is my birthday. I have always held my birthday with reverence; not for anything I ever did, but in honor of those who fought and died for our freedom. I wrote the following article in the summer of... Continue reading
Posted Nov 11, 2018 at Craig Kitch's blog
If you are a leader (i.e. Manager, VP, CEO or Boss) this 20 minutes will change the way you think. One of the great thought leaders of our time. Continue reading
Posted Oct 29, 2018 at Craig Kitch's blog
Have you ever worn a pair of shoes that just did not fit? Too big, too small, too narrow; you can hobble around in them a bit, but you will never perform at peak effectiveness when your feet hurt and you struggle to walk. One of my clients engaged my... Continue reading
Posted Oct 22, 2018 at Craig Kitch's blog
One of the secrets of truly great leaders is that they understand their role is to take care of the employees first and then the employees will take better care of the customer. Think about it. When staff members have needs that are not being met by management, discontent and... Continue reading
Posted Oct 14, 2018 at Craig Kitch's blog
www.craigkitch.com You have always heard that to be productive and successful you must be good at managing your time. I don’t buy it. In fact, as far as I am concerned, that is a bold face lie. How the heck can you manage time? Time is intangible. It marches on... Continue reading
Posted Sep 17, 2018 at Craig Kitch's blog
www.craigkitch.com I watched with some amusement the other day as a rather disheveled looking man walked down the sidewalk embroiled in a conversation…with himself. It appeared he was asking questions of someone (who was not there) and then answering them. Who knows what was going on in his head? This... Continue reading
Posted Sep 9, 2018 at Craig Kitch's blog
By Craig Kitch I have a personal board of directors and you should too. Now, someone just said to themselves: Yeah right. I cannot afford that! But you actually can. I got this idea 10 years ago from motivational speaker Andy Andrews and I can attest to the fact that... Continue reading
Posted Sep 3, 2018 at Craig Kitch's blog
I learned a hard lesson about 20 years ago. An air conditioner in my hotel was malfunctioning and I was procrastinating the repair for a couple of reasons. First, I did not want the expense in the current quarter. I was on the bubble for profit goals and if I... Continue reading
Posted Aug 26, 2018 at Craig Kitch's blog
You will agree that trust is foundational for any relationship, business or personal. Trust is rarely formed accidentally, especially in the workplace. It requires intentional actions, beginning with management. A few years back, I ran a business with an outside sales force. They were pretty good at their jobs and... Continue reading
Posted Aug 20, 2018 at Craig Kitch's blog
I am writing this column from about 35,000 feet, on my way to an engagement in Kansas City; once again flying my favorite airline: Southwest. Not that they are the fanciest thing going or even the least expensive every time, but they sure are consistent and they have performance and... Continue reading
Posted Jul 23, 2018 at Craig Kitch's blog
So, we are in a totally different economy now. Just a few short years ago, unemployment was high and many businesses were struggling to keep the doors open. Consumer confidence was relatively low and people were hanging on to their cash. Things have changed. Business is booming and unemployment is... Continue reading
Posted Jun 25, 2018 at Craig Kitch's blog
Taking action on what you know to do is clearly the primary barrier to success in your business. The gap between knowledge and action is much larger than the gap between ignorance and knowledge. Most people fail to reach their goals (whether revenue, customer service or employee retention) not because... Continue reading
Posted Jun 11, 2018 at Craig Kitch's blog
PLEASE HELP ME GROW MY NEW BLOG! Also would love your feedback. Everyone wants to be liked and appreciated for what they bring to the table. In todays environment, human capital is at a premium and good leaders have to be creative and intentional about how they create a work... Continue reading
Posted Jun 4, 2018 at Craig Kitch's blog
PLEASE SHARE THIS BLOG IF YOU FIND VALUE IN IT! Employee turnover is outrageously expensive. For entry level employees it can be as much as half their annual salary. For executives, it can be 3 to 4 times their annual salary. I have done a lot of informal research over... Continue reading
Posted May 21, 2018 at Craig Kitch's blog
There is a sore that is beginning to fester in many businesses right now and most managers are oblivious to it. It is not causing much pain, yet, and may even be disguised as something else entirely. At the worst, it is producing a low grade fever but, make no... Continue reading
Posted May 8, 2018 at Craig Kitch's blog
A quick run to a local store really amplified the need for customer service training for their team. As I walked up to the register, there was only one person in front of me, but is cart was filled to the max. I had one item. Well this has happened... Continue reading
Posted Mar 14, 2018 at Craig Kitch's blog
Stop Lying. You Don’t Really Care What Your Customers Think. Last week I took my wife’s car to the dealership where we bought it for an oil change. I consider myself to be a pretty loyal customer. Since we purchased the vehicle a couple of years ago, they have done... Continue reading
Posted Feb 25, 2018 at Craig Kitch's blog
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Feb 23, 2018