Authenticity of Voice
I thought I would share the contents of an email I received from my son who is back east attending a small liberal arts college. Dear Dad, Your blog reads like a Manifesto for the Eternally Corporate. It is a lot fun to read though and I hope your customers are able to gain insight [...]
Bogged Down with Accounting
In preparation for a review of our financial statements, as well as struggling to complete the transition from spreadsheet-based accounting to QuickBooks, I am spending nearly all my time chained to my desk. I fear that every second spent in this manner takes me away from engaging with customers and employees. Even when I add [...]
The Importance of Team
The average tenure of SolarGlass team member is 12 years. If I factor out the team additions since I purchased the company, the number rises to 15 years. Given that a year into my ownership and we have had just one resignation, I am proud and thankful of the fact that tenure continues to grow. [...]
Hedgehog Concept
Over the last 30 years, I have read many business books and magazines. Few have been as meaningful as Jim Collins’ work Good to Great. In particular, his chapters on Level 5 leadership (subject of a post to come) and the Hedgehog Concept have become guiding principles. My top of mind take on our Hedgehog [...]
What Happens When You Fail?
I care deeply about service, but how do you deal with failure? If, despite best efforts, a customer does not feel you met their needs or requirements, then what? Maybe the customer is being reasonable, maybe they are not. It does not matter. What matters is the effort, the principal and purpose behind the effort, [...]
Maniacal Attention to Service
Our success has been built on: • Longevity of the team • Expertise of the sales team • Rigorous business process • Leadership • Profit sharing that aligned the entire organization to the successful fulfillment of a customers order As a result, SG has earn a great deal of loyalty from custom builders who know [...]
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