If you want to serve with passion, you need passion in your life – starting point? Determine what it is that you would do for free, or what you would do if you had all the money you ever needed. Chances are that is one of (if not your key) passion areas. Start spending more time on that passion (even if it’s alongside your central job) and that passion will eventually spill over into everything you do.

For example, I was working away at a sales career that I did enjoy in 2002. I loved my work but my life didn’t feel fully fulfilled. I had an opportunity to bring a stage-play to life and jumped at it. That was a passion for me (writing and creating). That then led to an opportunity to perform stand-up comedy (writing and creating) which quickly became another passion area.

Eventually, my training and stand-up comedy lives merged and I discovered this thing called “Professional Speaking”

8 years later, and a 10 year sales career behind me, and I’m spending each and every day living a life of passion (speaking to and working with clients to help their staff become more inspired, entertained, educated and motivated to work with more purpose and significance).

This wouldn’t have started if I wouldn’t have eventually chosen to act on my passion by launching the stag-play outside of my traditional career.

So, what am I suggesting you do, if you want to add more passion to your life so that you serve your customers (and everyone else for that matter) with more passion?

I simply saying that if it’s not your primary career that drives your passion, find the thing that does, bring more of it into your life, and it can’t help but eventually spill over into everything you do, and ultimately, everyone you serve will feel that they were served with passion.

Until then, you can start by smiling more than you frown each day. It takes more work to frown and it’s harder to serve with passion when you’re frowning, so why not take it easy and walk around with a smile on your face – leave the real work until later.




I hope he (Axl Rose) doesn’t put a hit out on me (joking) but I talked a while back about how Prince made it about his audience / customers during the concert I saw in Vegas in 1999.

Thought I’d write today about the opposite experience.

The year: 2006 I believe, maybe 2007. The Concert: Guns and Roses.

The night was like any other, and the opening acts were “not too bad” as we like to say in Atlantic Canada.

But then, it happened. The open acts were done, and we waited….and WAIted….and WAITEed….and WAITED, for Axl (and team Present-Day GNR) to finally decide to take the stage.

The performance was solid, despite the original members (Slash, Duff, Izzy, Matt or Steve) obviously no longer being members of the band.

The problem, however, was the fact that most people were so mad by the idea of having to wait until after 12:00am(midnight) for the MONDAY NIGHT SHOW to start; and where most people had to work the next morning, and it just being the start of the work week, the people near our seats at least, spent the majority of their time taking glimpses at their watches.

Mind you, the 2 hour gap between the opening acts and GNR (during which time we basically just stood around, waiting) didn’t help I’m sure.

Finally, at roughly 2:30am, if I recall directly, the show finally came to a close.

Bear in mind a lot of the audience members were of the baby boomer variety, and much like myself, getting older, and also much like myself, probably not as fond of these early morning weekday shows anymore; save the later shows for Friday, Saturday, or even Thursday.

In fact, I could plainly see audience members near our seats fast asleep as the show came to a close, and it was perhaps, again if I recall correctly, the most anticipated, but perhaps least involved, encore I can remember seeing.

Bottom Line: This, lack of audience interaction, is a great example of what happens when you don’t even try to Make it about your Customer; your customer walks away with a negative memory of their (customer) experience, rather than a positive memory, and are therefore less likely to refer others, and so on.

In my case at least, this was not one of my favorite concert experiences, even though the product was just fine.

Lesson # 1 Even if your product is great, if the experience is poor, your business can still suffer.

Oh, and they (GNR) came through town again since, when I was in town, and available to go to the show, and I chose instead to stay home and watch TV (or something of that nature), despite being a major concert fan and a longtime fan of the band.

Lesson # 2 – when we try to make it about our customer (see previous Prince Concert Blog) people are more apt to refer others and spread great word of mouth (and bear in mind I wasn’t a Prince fan before the show) vs. when we make it about ourselves (see this blog), people are less likely to spread positive word of mouth even when they are fans of the product.

ps. I should mention that the highlight of the GNR concert was when Axl brought The Trailer Park Boys on stage to sing Bubbles song Liquor and Wh**es, with Bubbles, Ricky and Julian. That was truly a great experience but other than that….solid music, and yet, very close to my least favorite concert experience.

pss. Perhaps in the near future I’ll share my (positive customer) experience watching the Prince of Darkness, Ozzy, in Concert.

Chat more soon. Oh, and you can read more about our new book at