​Being 'cute' or 'clever' are usually huge mistakes. Why?
A few years back the NFL did a campaign called 'crucial catch'
and they painted in the endzone. Some ad agency charged
a ton of money to paint those words and no one knew 
what they meant.

It turned out it was a cancer awareness campaign! Sure you 'catch'
cancer and it is 'crucial' but who understood the message? No one
watching was in on the decsion. It only delivered confusion.

The only time you can be clever or cute is if you are also clear.

If you sell lawn sprinklers, don't say 'singin in the rain'
tell them what it is.. reliable sprinkler systems that work every time.
Tell me somthing I am getting and be super clear about it.

It used to work, but now we have thousands of tv channel, radio
stations and podcasts to compete against. Clarity works now.

Source: Donald Miller  

When you’re struggling with a business decision, what can you do? Stress-eat donuts, sure. 
Or, you can ask yourself this one critical question. It will help you find the clarity you need to solve the problem. 

What to do when struggling with a team member or a customer problem?
Or sales being low or any other seemingly difficult decision?

Don't choose to be confused on something that isn't confusing.

Suppose you have a problem customer that doesn't pay on time and
they always complain. But you tell yourself they have lots of money
and could be a great client for you.

They don't pay on time and you don't like dealing with them, so
don't choose to be confused.. let em go.

We get confused when we think I don't want to hurt their feelings
or I don't want have that meeting, etc
We agonize over too many possibilities.. 

Ask yourself these 2 questions

1) The unfortunate truth about the situation is ____
2) Therefore the right action to take is ____
 
This will help bring clarity...

Source: Donald Miller 

It derails businesses, yes, but also relationships, projects, and goals.

It’s playing the victim, and it will tank your success every time. Here’s what I mean, and the key mental shift you can make each day to ensure it doesn’t happen to you.

There are four major roles in movies.. victim, villan, hero and the guide.
Key is to move away from the victim and villan

Playing the victim only ensures your lack of success
as they don't change or transform. They just make
the villan look bad and the hero look good.

Sometimes it's easy to play the victim because they
attract a 'rescuer' to help and never have to do
any of the actual work themselves.

So, if you fall into that trap..
Pretend the world is conspiring to make you successful
Everything and everyone throughout your day now
is helping you to be successful. That is the opposite of a victim mentality.

The victim thinks the world is against him and if you view it that way,
then that's the way it will turn out. A victim mentality
derails success everytime.

Source: Donald Miller  

The biggest mistake in customer service doesn't sound like one, 
but saying 'I understand' is not the answer. If you're on the phone
with a customer service rep and they say that, doesn't that tick you off?

Saying you understand without really understanding!
When you say I understand, we're sorry, you position
yourself on the opposite side of the customer.

Best way is to get on the customer's wavelength.
Imagine you're staying at a hotel while on a vacation.
The toilet handle isn't working right no matter how
you jiggle it and it makes enough noise that makes it hard to sleep.

You call the front desk not sure how they will respond and you hear..
'Oh my goodness that has to be so annoying! I'm going to send
someone right up'

See the difference? You are on their side and 'we together' can be 
annoyed at the toilet.

Be authentic with your customers. Actually understand instead
of pretending to. We tend to feel guilty when we call and complain
about things, but a good response makes customers feel more at ease.
​Source: Donald Miller

A lot of businesses try to explain what they do with business 
jargon like R.O.I. and so forth. And even though
other businesses know what you mean, customers find them confusing.

What this really says is 'I want to sound smart, because I'm not smart'
That's exactly what business jargon does...
You don't want to do that. Make it simple and easy to understand.
Simple language makes you stronger.

Here's one - 'customer-centric ecommerce solutions'
what the heck is that? If you throw business jargon at 
people, they can't understand so that means they cannot
respond by making a purchase from you.

Go through your website, promotional materials, etc and 
just circle any words that may seem confusing to customers.
Change them so their meaning is clear. 
Throw the jargon out the window and make more money.

The irony here is that business jargon is for those who don't
understand how to do business!
Source: Donald Miller