Business Building Principle 101: Take Very Good Care of the Customers You Have While Marketing For New Ones
I am a frequent traveler and have earned status with United Air. I also have a significant number of points with Continental Air. I have been looking forward to combining all of that into one account. Beyond that I simply want the continual ease of booking reservations and online check in. I particularly enjoy having my boarding pass available on my iPhone when it is not convenient for me to print one out.
Overall United treats me well and they take the opportunity to let passengers know on each flight their advancements and plans for new equipment and technology. With all that marketing promotion I am surprised at how poorly the systems conversion this past weekend was handled. Specifically,
There was not advance communication of this conversion along with contingency plans in the event of any snags.
There is no information that I have found on the combining of frequent flyer accounts.
Saturday when I was trying to simply confirm my Sunday morning flight and retrieve my boarding pass I could not. I read a message to get to the gate early which is not very comforting. I also noticed a number to call for help. I did call and it took 40 minutes for the call to be answered. While on hold I heard more than 20 times a prerecorded message that United was investing 500 million in new equipment. I wanted to scream ..invest a few bucks in people staffing the phones so customers can be helped. Once connected it took another 10 minutes for the issue to be resolved…which thankfully it was. Normally it takes me about 2-5 minutes to log in, check in and confirm my boarding pass so 50 minutes was not fun.
Now that I am able to see my account under the new system I noticed today the payment information and some of my profile information is gone. I have to re-enter it. I noticed there is no evidence of my frequent flyer accounts being merged. There is not communication on these items. In fact there was nothing more than a press release this morning saying this merger was largely successful.
United Airlines Should Fire The Executive Responsible For Customer Relations!
Other business owners use this example of what not to do and more specifically when you have major changes planned over communicate with your customers and set up contingency systems should things not go according to plan. This is fundamental…United Airlines did not ask me in advance. I am telling you now!!
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| Steve Pohlit is a CPA,MBA and has been the CFO of several major domestic and international companies. Today Steve is an expert international business and real estate investment coach focused on helping companies improve their business performance including growing profits, revenues and customers. For a FREE 6 week mini course where you will receive 10 easy to implement action steps guaranteed to increase business revenue and profits by at least 30% in the next 90 days, please visit www.StevePohlit.com All articles published by Steve unless specifically restricted may be freely published with this resource information. |

If you have read it, it is worth reading again and making notes. If you have not read it, you will be well served by reading it. The book “Think and Grow Rich” by Napoleon Hill is readily available on line. It is priceless.
I am writing formula “Six Ways To Turn Desires Into Gold” as a reminder for myself. I hope you benefit from this formula.
“Every human being who reaches the age of understanding of the purpose of money wishes for it. Wishing will not bring riches. But desiring riches with a state of mind that becomes an obsession, then planning definite ways and means to acquire riches, and backing those plans with persistence which does not recognize failure will bring riches.
The method by which desire for riches can be transmuted into its financial equivalent, consists of six definitive, practical steps:
First: fix in your mind the exact amount of money you desire. It is not sufficient merely to say “I want plenty of money.” Be definitive as to the amount.
Second: determine exactly what you intend to give in return for the money you desire. There is no such thing as something for nothing.
Third: establish a definite date when you intend to possess the money you desire.
Fourth: create a definite plan for carrying out your desire, and begin at once, whether you are ready or not, to put this plan into action.
Fifth: write out a clear concise statement of the amount of money you intend to acquire, name the time limit for it’s acquisition, state what you intend to give in return for the money, and describe clearly the plan though which you intend to accumulate it.
Sixth: read your written statement aloud, twice daily, once just before retiring at night, and once after arising in the morning. As you read – see and feel and believe yourself already in possession of the money.
Action Steps
Get A Business Coach who will help accelerate your realization of goals! If you already have a business with more than 10 employees, Hire A Consultant who is able to work with you part of the time on-site.
Would you like to be in the next group of very successful companies and entrepreneurs?
Contact me now.
Business Development Consulting
Business Coach
727-587-7871
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Connect With Steve On:
About: Steve Pohlit CPA,MBA has been the CFO and COO of major domestic and international companies. Steve has extensive business ownership experience having purchased and started off line and on line businesses.
Steve offers his build business profits expertise to companies and entrepreneurs with business coaching and business consulting. His focus is on building business profits and net asset value at above average rates. Steve incorporates health and wellness plus relationship guidance in his work as they are at the foundation of achieving all goals.
All articles published by Steve unless specifically restricted may be freely published with this resource information.

(Author Unknown)
Remember, not only did you contribute to Social Security but your employer did too. It totaled 15% of your income before taxes. If you averaged only 30K over your working life, that’s close to $220,500. If you calculate the future value of $4,500 per year (yours & your employer’s contribution) at a simple 5% (less than what the govt. pays on the money that it borrows), after 49 years of working (me) you’d have $892,919.98. If you took out only 3% per year, you receive $26,787.60 per year and it would last better than 30 years, and that’s with no interest paid on that final amount on deposit! If you bought an annuity and it paid 4% per year, you’d have a lifetime income of $2,976.40 per month. The folks in Washington have pulled off a bigger Ponzi scheme than Bernie Madoff ever had.
Entitlement my ass, I paid cash for my social security insurance!!!! Just because they borrowed the money, doesn’t make my benefits some kind of charity or handout!! Congressional benefits, aka. free health care, outrageous retirement packages, 67 paid holidays, three weeks paid vacation, unlimited paid sick days, now that’s welfare, and they have the nerve to call my retirement entitlements !!!!!!…..scroll down…………..
Emergency Rooms for their general health care -At just one hospital the cost to tax payers totaled over 25 million a year!!!
Someone please tell me what the HELL’s wrong with all the people that run this country!!!!!!
We’re “broke” & can’t help our own Seniors, Veterans, Orphans, Homeless etc.,???????????
In the last months we have provided aid to Haiti, Chile, and Turkey. And now Pakistan home of bin Laden. Literally, BILLIONS of DOLLARS!!!
Our retired seniors living on a ‘fixed income’ receive no aid nor do they get any breaks while our government and religious organizations pour Hundreds of Billions of $$$$$$’s and Tons of Food to Foreign Countries!
They call Social Security and Medicare an entitlement even though most of us have been paying for it all our working lives and now when its time for us to collect, the government is running out of money. Why did the government borrow from it in the first place?
We have hundreds of adoptable children who are shoved aside to make room for the adoption of foreign orphans.
AMERICA: a country where we have homeless without shelter, children going to bed hungry, elderly going without ‘needed’ meds, and mentally ill without treatment -etc,etc.
YET………………….
They have a ‘Benefit’ for the people of Haiti on 12 TV stations, ships and planes lining up with food, water, tents clothes, bedding, doctors and medical supplies.
Imagine if the *GOVERNMENT* gave ‘US’ the same support they give to other countries.
SAD?
YEAH, OK, SO WHEN DO WE GET SICK AND TIRED AND
DO SOMETHING ABOUT IT?????
99% of people won’t take the time or have the interest to forward this.
I’m one of the 1% — I Just Did
——————————————-
Action Steps
Start Paying Attention To Every Elected Official’s Stance On Our Economy and Government.
Advocates of government being the answer should be fired.
Get A Business Coach! If you already have a business with more than 10 employees, Hire A Consultant who is able to work with you part of the time on-site.
Would you like to be in the next group of very successful companies and entrepreneurs?
Contact me now.
Business Development Consulting
Executive Coach
Social Media Services
New Digital Media, Inc.
Connect With Steve On:
727-587-7871
About: Steve Pohlit CPA,MBA has been the CFO and COO of major domestic and international companies. Steve has extensive business ownership experience having purchased and started off line and on line businesses.
Steve offers his build business profits expertise to companies and entrepreneurs with business coaching and business consulting. His focus is on building business profits and net asset value at above average rates. Steve incorporates health and wellness plus relationship guidance in his work as they are at the foundation of achieving all goals.
All articles published by Steve unless specifically restricted may be freely published with this resource information.

George Ross, Donald Trump’s right hand man and as seen on TV
Wayne Alyn Root, first very popular as he replaced Jimmy The Greek on TV and is the Vice Presidential Candidate for the Libertarian Party
Joe Sugarman, an icon in direct response marketing industry
Wayne Palmer, financial advisor to Robert Kiyosaki
Bill Glazer, expert on direct marketing, partner with Dan Kennedy and much more
Kent “the shark” Middleton, expert real estate litigation attorney and very open with his advice on how to never need his services.
There is a lot more including mp3′s of conversations with each of these outstanding people at
Mega Partnering where you can meet them plus more than 300 successful people who are focused on taking their business to the next level. People who understand it is their network that makes the difference.
Did you know there is a very small difference between those who achieve their goals and those who don’t. Watch this amazing video then come back to the Mega Partnering website
( Click Here) , read about what you will experience. Join me there and if you have any questions my contact information is all over the place including at the end of this article.
Questions about Mega Partnering? Call me…my number follows.
Business Consulting, Executive Coach
Turnaround/Crisis Management
Temporary CEO, CFO, Controller Services
Social Media Services
New Digital Media, Inc.
727-587-7871
About: Steve Pohlit CPA,MBA has been the CFO and COO of major domestic and international companies. Steve has extensive business ownership experience having purchased and started off line and on line businesses. Steve offers his business building experience to companies and entrepreneurs with business coaching and business consulting. His focus is on building business profits and net asset value at above average rates. All articles published by Steve unless specifically restricted may be freely published with this resource information.

As a business consultant and coach I continue to work with people every week teaching and helping them implement the skills and action steps I know work. My experiences being employed in very successful organizations, consulting with companies across numerous industries as well as running my own businesses have shown me certain fundamentals are pervasive in companies that are successful regardless of size.
The number one attribute that I find in everyone who achieves continually expanding goals is a disciplined focus of their attention on purposeful action. This means that with any goal there are certain steps that are needed if that goal is to be achieved. For example in the real estate investment business where the model is to buy property, add value and resale the property, there needs to be a supply of the right deals, a supply of money for the initial purchase plus renovation and then money from an end use buyer. Intellectually you can understand this formula but to turn the formula into profit there must be action. If you short cut the steps including the analysis there may not be any transactions or if there are, the profit you projected can be elusive.
Name a goal and the steps to achieve that goal can be mapped and once followed the goal will be achieved. This doesn’t mean the exact course is predictable. Taking action on anything is no different that what we experience in say traveling across town or the country. The route is mapped but the experiences can be surprising. When we encounter a delay or cancellation, we move around or through it. Business is no different. Enjoy the process or get out of the game.
So what does all of this have to do with Fast Start To Success With The Accelerated Accountability Program? I will use a recent example with a lady who I coached in front of a live audience at a JT Foxx 360 Millionaire event. Her mission was to become a successful real estate investor and she had done a great job of clearly defining her income goals and time line for earning that income. I challenged her on the amount and time line as they seemed somewhat aggressive considering her experience. However, she supported the amount and timing very well so they remained in tact.
Next I asked her how much time she had to devote to her business and she replied at least 50 hours. Given that I then asked her if she was committed to following the action steps necessary for her to take to achieve a successful transaction in 90 days or less. She said she was. With that response we were now able to move to the next phase which was to detail the steps she needed to take on a daily basis to achieve her goal.
These steps need to be planned by day so it is important to use an Excel spreadsheet or its equivalent for tracking your time. For example, one of the steps is to contact people who may be a source of real estate deal transactions. That amount of time planned for that step will be more in the early part of the 90 day time line as deal flow is key to beginning the process of finding a transaction that will meet your profit goal.
The idea is to have this activity and time plan at the beginning of each week and to track your actual time spent and results of your actions. The accountability part is that this schedule is shared with your coach and if you are not using a coach, it can be shared with a business partner, spouse or a friend. Knowing someone else will be reviewing this information is a powerful motivator to keep your commitments. This is intended to be a valuable tool and not a restraint on your life. The idea is to track chunks of time and evaluate the results. So if you are making calls and having meetings what are the results? You are either making progress or not. If not, how you are implementing your action plan needs to be modified.
I consistently teach The Gold Formula. The gold is in the variance and this applies to anything you intend to accomplish. There cannot be a variance calculation without a plan. Once you have a plan you can compare that to what actually happened and most of the time there will be a variance. The variance will be positive or negative. When positive, keep doing more of it and when negative, make some adjustments.
Will the lady achieve her 90 day goal? It is early in the process and we will know in less than three months. Maybe your goal is to start a business, expand your business, find a new job or a job. Maybe your goal is to be in a relationship or improve your health. Whatever your goal, once clearly defined you can use what I just described to achieve it. Now you know. Now go do it.
Business Consulting, Executive Coach
Turnaround/Crisis Management
Temporary CEO, CFO, Controller Services
Social Media Services
New Digital Media, Inc.
727-587-7871
About: Steve Pohlit CPA,MBA has been the CFO and COO of major domestic and international companies. Steve has extensive business ownership experience having purchased and started off line and on line businesses. Steve offers his business building experience to companies and entrepreneurs with business coaching and business consulting. His focus is on building business profits and net asset value at above average rates. All articles published by Steve unless specifically restricted may be freely published with this resource information.

The media and government is taking the predictable “finger pointing” route in connection with the BP oil spill. Screaming someone is surely to blame attracts attention to the publications and politicians screaming the loudest. Fingers point to BP and Obama.
BP accepts responsibility and has allocated $20 billion for the cleanup. Citizens and politicians say Obama isn’t acting fast enough. Obama apologizes to no one, blames the MMS (Minerals Management Service) and appoints Michael Bromwich as its new head.
What if this ecological disaster is actually no one’s fault. There is that strong possibility. Recognize that in spite of everyone’s best efforts, sometimes things fail. Consider this excerpt from an article by Carl Hoffman explaining what most likely happened:
“No oil company wants to have a blowout and these companies spend vast sums of money and expertise to ensure that they never happen. But happen they do. If this was a blowout, it’s the first deep-water one in the Gulf of Mexico that I can think of. And for that to happen requires the perfect storm of scenarios.”
I totally support an independent investigation to confirm what really happened. There are two possible outcomes of such an investigation. First, all practical steps were taken to prevent this event and it still happened. Second, preventive measures were known and not implemented.
In the first case, we learn and get better. In the second case, there would be a violation of fiduciary responsibility and appropriate measures taken.
Related to investigations, I am wondering what information on preventive measures was provided at the Board of Director’s level at BP. This is a public company and Boards have very clear responsibility for asking the tough questions and getting answers. At the government level, appointing a new head of the MMS now is interesting. Obama failed to act following two scathing reports on the MMS by the Inspector General in recent years (See full article by the The Washington Post ) What if the MMS was operating as intended? Would the BP Oil Spill have been prevented?
I am a major advocate of a system of accountability in business and government. The media is accountable for accurate reporting. Citizens are accountable for holding government responsible for upholding the values of our constitution. All of us are owed accurate information as to what happened and what steps are being taken now to minimize the risk. The problem with the finger pointing culture is that the truth can be obscured or even ignored. That would be the ultimate disaster.
Steve Pohlit
Business Consulting, Executive Coach
Turnaround/Crisis Management
Temporary CEO, CFO, Controller Services
International Business Resources
Social Media Services
New Digital Media, Inc.
727-587-7871
About: Steve Pohlit CPA,MBA has been the CFO and COO of major domestic and international companies. Steve has extensive business ownership experience having purchased and started off line and on line businesses. Steve offers his business building experience to companies and entrepreneurs with business coaching and business consulting. His focus is on building business profits and net asset value at above average rates. All articles published by Steve unless specifically restricted may be freely published with this resource information.

I have been testing a simplified tool for moving business forward fast and it is working very well. I use it and all of my clients are using this. It is easy to describe and free.
This tool is linked to the business evaluation and resulting business planning process that are the front end steps of every coaching and consulting client. In summary we arrive at a very clear definition of the client’s business and target market. Now if your reaction to that first step is that everyone in business knows the definition of their business and target market, then next time you have a chance ask them and ask them to explain it in less than 30 seconds.
That one exercise usually takes most people between 2 and 8 hours to master and some actually never get it as they really cannot decide what business they are in. There are clients where I have had to define their business, target market and business goals otherwise we would not have been able to move forward. Regarding business goals, I am mostly interested in measurable goals starting with financial performance and liquidity optimization. Once there is agreement on the financial targets then we can move to the next steps which are designed to define the key actions that are needed to achieve the financial goals.
The end game of all this is the tool that is the topic of this article. Using a Google Doc which can be shared, a Top 5 doc is created. The top part is labeled “Todays Date Top 5″ This list the five most important things that need to be accomplished today in order to achieve the financial target. The profit goals you have set this year are met or not by what you act on today. Those five action steps should be ones directed on completing profitable transactions that will achieve your profit plan.
I have been using the Top 5 System for about 2 months now and having all my clients implement it as the results are so powerful. There are two reasons for these successes: First the Top 5 System means you are focused on precisely what is most important. Second I am now implementing an accountability process where each client is required to share their top five with a person they are working with who could be their business partner, spouse or another in the business. They are also required to share their daily Top Five with me while the coaching or consulting engagement is active.
The following video demonstrated the basics of getting started. The video starts right in at the screed for setting up a Google Gmail account. The start page can be found at mail.google.com
Steve Pohlit
Managing Director
Top 1 Coaching, Consulting
JT Foxx Organization
Business Consulting, Executive Coach
Turnaround/Crisis Management
Temporary CEO, CFO, Controller Services
International Business Resources
Social Media Services
New Digital Media, Inc.
727-587-7871
About: Steve Pohlit is a CPA,MBA and has been the CFO of several major domestic and international companies. Steve is The Managing Director of Top 1 Coaching/Consulting of The JT Foxx Organization. He is an expert business coach and consultant focused on building massive business profits and net asset value. He is very experienced with Internet marketing and social media marketing. All articles published by Steve unless specifically restricted may be freely published with this resource information.
