Posts Tagged ‘business tips’


Scenography: A Ritz-Carlton Secret For Creating A Magical Customer Experience

A frustration I have as a customer service consultant is the difficulty of convincing business leaders I work with to think in a less transactional, less fractured manner about the customer experience, to correct their misconception that improving independent pieces of the customer experience in isolation is sufficient, as if customers will logically tally up every aspect of working with their company and then dispassionately rate it.

This, of course, isn’t how the customer mind–the human mind–operates. Instead, a customer either decides that she enjoys being your customer or decides that she doesn’t. Your challenge in business, therefore, is to create this state of enjoyment for your customers: to envision what pleasure looks like for your customer and then­–and only then–get to work on the individual pieces that will make up this whole.

One approach I’ve had success with in getting this through the heads of leaders is to ask them to think of directing a movie with their customer as the star.  Once you decide to direct such a movie, and to put the customer (rather than your business, its processes, its internal org chart) in the starring role, we can get to work creating a tremendous customer experience.

Scenography at the Ritz-Carlton

There’s nothing more potentially interchangeable than a hotel room. Rectangular, built to particular safety standards, available at a particular price point.  What infuses a hotel room, and the surrounding property, with life is the experience of the guests within it.

The Ritz-Carlton Hotel Company works every day to escape the commodity rut by taking the idea of moviemaking seriously, to the point of set design, music, lighting, and the rest. In Ritz-Carlton lingo, their approach is called “scenography.”

What “scenography” consists of is a little bit soft-focus, gauzy, hard to pin down.  And that’s the magic of it.  Scenography isn’t about features. Spec sheets. Room upgrades, and other easily-copied competitive advantages.  It’s about creating a feeling.

Scenography involves creating a property-wide theme and supporting it with accompanying design elements, lighting, cast participation and so forth (I think you get the theatrical metaphor here, so I won’t belabor it).

This overarching theme supports the specific hotel or resort’s “sense of place,” its uniqueness, even its quirkiness, something that has been an important change in the Ritz-Carlton brand's identity from its earlier, more cookie-cutter incarnation.
bagpipper

For example, Ritz-Carlton Half Moon Bay, perched as it is above the Pacific Ocean, has adopted a theme related to sunset:  Candles.  S’mores or wine around the firepits. A bagpiper who plays each night as the sun falls into the sea.

Or look at (listen to, really) what’s going on at Ritz-Carlton’s Dove Mountain Resort, in the Sonoran Desert in Arizona. Guests having cocktails outside its Ignite bar will suddenly hear melodies played on a handmade wood flute by a Native American musician (pictured below) who is perched on a hill some ways away from the hotel–played in a way that makes use of the answering echoes from the opposing mountains. Giving an auditory guide, in a sense, to the local landscape.

sonoran desert

The thing is, I’m laying out these component elements for you individually because, well, it’s my job as a customer service consultant to break things down into their individual components to see how a “whole” has been created.  But in practice, if you ask a Ritz-Carlton guest what they loved about their visit to, for example, Half Moon Bay, the answer is by and large “it was great,” not “the bagpiper played a modal air for eight repetitions before retiring for the evening.” Because the elements are designed and executed in a way that lets the guest, the “star,” go about their activities, but with critical enhancements that they wouldn’t necessarily notice on their own but would miss if the elements were absent.

To succeed with scenography requires first and foremost creativity on the part of the hotel staff.  This creativity has to reach all the way up to the traditionally RevPar (revenue per available room)-obsessed General Manager and throughout the ranks of the employees to make the program a success. Rather than there being a list of “ten rules for successful scenography,” the rules that matter are more like the following, to paraphrase Fred Dust from Ideo, a creative firm that was involved in the creation of scenography. “1.  Leaders, be more creative!” and 2. “Empower your employees to be more creative as well.”

The Ritz-Carlton’s commitment to scenography is such that they’ve written into their business plans that every year each individual hotel GM has to deliver three unique scenes as part of this scenography. Let me say that again: this fluffy, fuzzy idea of scenography is required now as part of each property’s business plan, to lay out that “these are the scenes we are going to be working on this year, and here’s the date that we’ll put them into motion.”

The thing about the creativity requirement is that it’s not just required to create these scenarios. The requirement for staff creativity continues to be important in implementation, in keeping each hotel property from becoming a slave to its pre-determined theme. Because every guest is unique, and the concept of creating, directing, supporting scenes needs to be modified, sometimes on the fly, based on the nature of the guest and the visit. For example: If you’re not much of a drinker, you can count on Half Moon Bay’s empathetic staff to pick up on this and not force their “red wine by the firepit” theme down your throat.

Ditto for smaller touchpoints, each instance of which may require adjustment for each guest: A stressed and jetlagged exec arriving at two in the morning needs one “scene” while   leisurely lovers arriving midday need another, and so forth.   The same approaches apply: preparing for likely scenarios (such as these two) and throwing out the script if something even more unusual is called for.  Creativity, again, carries the day.


VoIP Speed Test: Is Your Network Ready?

Reliable Internet is essential to conducting business today. As a business professional, you need to be able to email, search for answers to your questions, back up and store your important files, collaborate with team members via virtual meetings, and even make and receive phone calls. In order for the various communication technologies your business relies on to be successful, you need to have enough Internet bandwidth.

When you’re looking to switch to a reliable and affordable cloud phone service, such as Nextiva, you’ll need to ensure your network has enough bandwidth to support the volume of calls your business handles and your other devices. That’s where the VoIP Speed Test with Nextiva comes in.

The Nextiva Speed Test tells you important information about your network such as:

  • Download and upload speed
  • Ping and Jitter times
  • Overall capacity

Take the Nextiva Speed Test to find out if your network is ready for your switch to a hosted phone service. Once you have your results, a Nextiva Account Executive can go through them with you to determine if any changes will need to be made to your current network.

Speed Test 3

Once your network is ready, the fun part begins! You’ll then move on to deciding which features will improve your communication with customers, increase your team’s productivity and efficiency, and will help you reach your business goals.  

To learn more about Nextiva’s business cloud phone service and speak to an Account Executive, please visit nextiva.com.  


What is Business Cloud Phone Service?

Cloud Phone ServiceWhat is the Cloud?

The “cloud” has been a hot term in tech for a while, but what is it? If you ask your grandmother, she may say it’s the white balls up in the sky. And if you ask a computer science engineer you may get a technical answer about servers, data centers and networks. But what does it mean for you and your business?

Moving your business to the cloud, and specifically your phone service, allows you to access your files, software programs, and phone from anywhere, at anytime, as long as you have an Internet connection.  You don’t have to worry about lugging stuff around with you, losing important information or missing a call. Today’s business environment demands that we are always available and connected to our customers—whether its over the phone, via email, or replying to a post on social media. Running your business in the cloud allows you to meet your customers’ demands no matter where you are.

Why Your Business Needs a Cloud Phone System

While cloud technology is still relatively new, it can save your business a significant amount of time, resources and money, especially when it comes to your phone system. A cloud phone system, also know as a hosted phone system or VoIP, is managed and maintained by the provider, such as Nextiva, so you don’t need to have an IT person on staff. Everything is done virtually.

A few of the benefits include:

  • Unlimited calling to the U.S., Canada & Puerto Rico
  • Flat monthly fee per line of service
  • No on-site IT professional needed
  • Lines of service can be added or reduced quickly
  • Advanced call routing based on your needs and preferences
  • Call forwarding
  • Connect multiple offices and remote workers to easily transfer calls
  • Voicemails sent to your email via audio file or transcription
  • Provider handles system maintenance
  • Always have the latest technology

This is just the tip of the iceberg. A cloud phone system can provide your business with features that will take your communication to the next level. To learn more, visit nextiva.com.   


Millennials Are The Biggest Generation Of Customers In History (Here’s What They’re Looking For)

Friends shopping together and using smart phoneHere’s the story you already know. Millions of soldiers, sailors and airmen return from World War II to the embrace of millions of riveting Rosies, apparently very riveting, judging by the fruitful output of these couples during the postwar decades: 2.4 children per couple, the biggest generation America has ever seen. These kids, the Baby Boomers, grow up to transform the social and economic landscape of a nation.

Now, here’s the story you’ve heard less often: The baby boom has happened again, and then some. The Boomers themselves, in the fullness of time, have given birth to an even bigger generation. Their offspring, the millennials (also known as Gen Y), are the young adults and teenagers born between 1980 and 2000 who are poised to transform a nation once more.

Specifically, and of most importance to those of you in business, they’re about to become the most important consumers–customers–in history. Their wallet power, already significant, is rapidly expanding, and will soon equal and then eclipse that of the Baby Boomers. In fact, it’s estimated that Millennials in the U.S. alone will be spending $200 billion (or nearly that amount) annually by 2017.

[And to compound the effect, it’s far from only B2C dollars they’ll have at their disposal. Remember these young customers are also becoming decision makers at major corporations, thus controlling purse strings that affect the success and failure of those of you with B2B companies.]

These customers have had an upbringing that's different from that of previous generations in ways that are commercially significant. For their entire lives, broadband internet has been the norm. "Telephone" has by and large meant a smartphone. The economy has been global, and competition for their business has been only a click away in the event that their first choice of brand proves to be a disappointment. Parents, educators, coaches and mentors have invited them to participate, to have a voice, to collaborate–which they now want to do with the brands and companies from which they buy.

But enough with the history and sociology. As someone who will be dependent on these younger consumers for a significant portion of your revenue, and a large portion of your word of mouth, you need to know how they want you to serve them, the customer service and customer experience that they’re looking for. Here are five areas you need to look at, five changes in approach that are required.

1. Deploy human beings in ways that actually provide value to customers

Millennials, having grown up in a connected, app-ified, Amazon-defined world, have different ideas of where humans should fit into customer service delivery. The last thing they want is for human beings to gum up the works if they don’t add value. So make use of automated service solutions, self-service, algorithmically assisted service, in addition to deploying the brightest, most empathetic human employees you can find.

To put it another way: Be careful not to do a "half Zappos": If you decide to emulate Zappos, home of the warm and fuzzy 10 hour customer service call, be sure you also emulate their highly efficient, automated, algorithmically enhanced ordering process.  Because this combination is required to win the millennial heart; the warm and fuzzies alone aren’t enough to do it if they’re combined with the slow and sloppy rather than the up-to-date and efficient.

2. Spice up the customer experience with adventure

The millennial generation of customers are particularly likely to view a commercial interaction as an opportunity rather than as a burden, as long as there are experiences, even adventures to be had along the way. New service models need to focus on helping customers discover and enjoy experiences, not just on getting them, figuratively or literally, from point A to point B. Take, as an example, business travel. According to Jay Coldren, who helms EDITION hotels, a cutting-edge hospitality collaboration between Marriott and Ian Schrager, “Millennials view business travel not as a necessary evil but as a perk and an opportunity to view the world.” Embrace and support this worldview and you win their business.

3. Stop controlling your customers. Focus instead on collaborating with them.

Allowing customers to control their own destiny needs to be a component of your new, millennial-friendly service model. Give up old notions of control and replace them with a transparent model that allows, wherever possible, your customer to be in the driver’s seat. Embrace crowdsourcing: You can’t control product ratings, product discussions, or much else, except by providing the most extraordinary customer experience possible and letting your customers, and your critics, hash out their discussions of it in public.

The crux of the matter is this:  Millennials don’t necessarily see a clear boundary between the customer and the brand, the customer and marketer, and the customer and service provider. Alex Castellarnau at Dropbox, the popular file transfer service, put it to me this way: With millennials, “a new brand, service or product is only started by the company; it’s finished by the customers. Millennials are a generation that wants to co-create the product, the brand, with you. Companies that understand this and figure out ways to engage in this co-creation relationship with millennials will have an edge.”

4. Speed up your service, but never rush your customers

Millennials’ internal time clocks and customer expectations are shaped by the instant gratification they’ve grown accustomed to from the online/smartphone experience. They’re by and large superb multi-taskers who put a premium value on convenience. Speed and efficiency are of the utmost importance: in how quickly you respond to a customer, ship to a customer, and offer up choices of product or service to a customer.

However, the millennial generation is also a very social generation, yearning for face to face interaction and collaboration – from their peers and, often, from your more empathetic employees. So the combination of speed and leisure can be powerful, as Starbucks continues to show. While the millennial generation wants their custom-brewed coffee in their hand in no more than a few minutes, they also want the world to linger with them over coffee.

5. Make sure your customer service style is genuine and rings true.  And never talk down to this generation of customers.

Authentic, caring communication is in, scripted service is out. Dress codes, prohibitions on visible tattoos, stiflingly choreographed customer service?  That’s not what Millennials are looking for from service providers. The new generation is exceedingly informal, and has different words and methods of communicating.  Jay Coldren from Marriott again: “The Millennials want to converse in their own language, according to their own rules. They speak in tweets, texts and Facebook posts. If you want to reach them, you have to speak in their native tongue. And you have to be completely authentic.”  Candor and transparency are very important to millennials, and are used as a proxy for them for deciding overall how much to trust and ultimately engage with your brand.

Condescension is in particular a no-go with this generation. Boomer parents by and large avoid talking down to their children, as did the educators and even the television they watched as youngsters–Blues Clues, Barney, and Bob The Builder–which taught them a style of peer to peer, eye level communication that puts them on level with the society rather than being subordinate to it or in conflict with it. For this and other reasons, the best style to engage a millennial is a peer-to-peer, eye level style of service, rather than standing up on a haughty brand pedestal and looking down your company’s nose at them.

When I say "be genuine," I mean it, and I'm not just talking about funky looking fontography and the like. I'm also talking about behaving in a way that proves that your values match your stated claims.  Values matter a lot to millennials; because of increased competition and increased transparency, millennials have more opportunities to engage in values-based buying than previous generations, and they exhibit a strong inclination to do so. When millennials do business with a company, they’re more likely than previous generations to care about the social values of that company: its social responsibility, green profile, and how ethically it does, or doesn’t, treat its own employees and those of its suppliers. They will reward your company if its behavior mirrors their own ethics, and punish your company if it doesn’t.


Why Wanting to Be Mark Zuckerberg is Hurting Your Business

Dream Mind MapMany entrepreneurs dream of being Mark Zuckerberg, Oprah Winfrey, Steve Jobs or Barbara Corcoran. They want their company to be the next Google, Facebook, Instagram or WhatsApp. Unfortunately, this goal is actually hurting their business.

I understand the romance of wanting to “be them”. I admire what these people and companies have achieved and how they shine in the spotlight. I see how the media adores their every move. But their amazing results actually hurt entrepreneurs everywhere because their kind of success is an outlier. It’s almost a mirage. With seven billion people on earth, 99.999999 percent of us will never be them. Measuring any one person’s business success against what these superstars have achieved will only end one way: disappointment.

This is the problem with dreams. Aim too high and you are almost guaranteed to be disappointed. Aim to low and your business will never accomplish anything. Dan Ralphs, Dream Manager at Infusionsoft, http://www.infusionsoft.com an Arizona based company that provides sales and marketing automation software for small businesses, says that there are two types of people: those with imagination and those that are doers. The perfect dreamer in all of us blends both of these together. In fact, sometimes in business they don’t exist in a single person, but in a collaborative management team.

The best way to approach a dream is to define your own brand of business success. For every entrepreneur, it must include a financial component (since that is how the business world keeps score) and other elements that are personally defined. I don’t need to be Mark Zuckerberg to feel accomplished. I define success as being able to support my family at helping others while doing something I love.

The key is to set a big well-articulated goal, but then set mini milestones that can be celebrated along the way. Think of the any business journey as a series of linked successful dreams.

How much does luck play in the success of achieving a goal? Every dreamer has to admit the role that luck plays in their business. But as late movie mogul, Samuel Goldwyn says “the harder I work, the luckier I get.”

Forget Mark Zuckerberg. Find your own dream and go out an achieve it.


Should I Borrow Money from Friends or Family for My Business?

3-15 loaning friend money smallGetting your business started requires money, and while there are many sources for finding this funding, one often overlooked source is friends and family. On the one hand, a friend or family member may be able to offer you an interest-free loan that you wouldn’t qualify for at the bank, but on the other hand, money and the people you’re close to don’t always mix well. Family and friendship dynamics are delicate, so carefully evaluate your relationship with possible creditors before opting for this financing source. Use these five steps to ensure a successful outcome.

Assess the risks from the outset

Begin by having a blunt conversation with your future financier. Talk to her about the risks and pitfalls of this transaction. The idea is not to spoil her enthusiasm in investing in your business, but rather to confront the harsh realities that small businesses sometimes face. If, after this conversation, your benefactor is still ready to loan you money, you have done your part to let her know of the risks she’s taking.

Decide if it’s an investment or loan

Continue the discussion by assessing whether or not your creditor would like to come aboard as a partner and take equity in your company or simply loan you the money and stay out of operations. Be comfortable with the terms and the equity you give, and consider whether this person would be an asset as an advisor to the company or not.

Have a formal agreement

Even if you trust one another implicitly, having a formal contract for the loan or investment is still a good idea. You may not need a lawyer to work out the details, but if the amount of money is substantial, you’ll definitely need an accountant. If your benefactor wants to forego a formal agreement, it may still be necessary to discuss more precise procedures such as what to do in the event of default or bankruptcy. Never promise something that you cannot deliver.

Keep it professional

Treat your private creditor like you treat your bank. Pay on time or early if that’s part of your agreement, and keep track of every transaction. Don’t take advantage of your personal relationship to pay late or not at all. Being formal and professional ensures that you don’t blur lines between business and personal relationships.

Put everything out on the table

Create the habit of communicating with your friend or family member. Let her know regularly how business is progressing. Never make her pursue you for updates. Whether you have challenges or successes, keep her in the loop in the way you would other partners or investors. She will appreciate this and feel more vested in the success of your company.

Deciding to borrow money from someone you’re close to is a decision you need to spend time reflecting on. The last thing you want to do is jeopardize your personal relationship with that person, and money has a funny way of doing that sometimes. Keep the lines of communication open and make sure you properly manage your investor’s expectations.


Nextiva Tuesday Tip: Don’t Let Technology Destroy Your Humanity

4-14 automated customer service smallWhen it comes to customer service, how much automation is too much? For a small business owner, using technology to automate customer service assistance—such as enabling customers to schedule appointments online or request quotes online—saves time and money.

However, it’s important to think about customer service not only from a business standpoint, but also from your customers’ point of view as human beings.

A friend of mine recently had two experiences in medical offices that illustrate this point. When she visited her doctor’s office, she was surprised to see that the entire check-in process had been automated. She signed in on a clipboard next to a sign saying “Check In Here” with an arrow pointing to a computer terminal. The touchscreen guided her to update and confirm address, insurance and other information. The receptionist and two nurses sitting a few feet away never even bothered to glance up.

My friend admitted that while she understood the motivation behind the change, it bothered her a bit. “When you’re about to put on one of those skimpy exam gowns and bare your all to the doctor, it would be nice if someone at least said ‘Hello’ first,” she grumbled. She left the office feeling awfully dissatisfied with the customer service. 

A few weeks later, the same friend went to get some tests done at another medical office. This time, she was given an iPad to check in on, but it was a totally different experience. First, she was greeted by a genuinely friendly receptionist, who handed her the iPad, showed her how to get started, walked her over to a seat, and checked on her a few minutes later to make sure she wasn’t having any problems. What a world of difference! My friend left feeling delighted with the new technology—and feeling positive about the medical office.

Whenever you’re making technological changes to your customer service, keep in mind that…

…Different generations have different expectations. My friend is 50, but a 20-something customer might have loved the concept of the no-human-contact medical office. Seniors, for whom doctor’s appointments are often one of their only social outlets, would likely hate it. In general, younger people love self-service, while older people feel slighted by it.

….Your industry matters, too. A high-touch or social-oriented business like a beauty salon or restaurant may benefit from more of a personal touch in customer service.

…Customers’ emotional state matters. Customers who are stressed about a decision or problem may prefer to talk to a live person; those who just need some basic information may be happy to get it from a FAQ list. If you offer financial consulting or tax preparation, you’re likely to be dealing with the former. If you sell shoelaces, you can probably get away with the latter.

The lesson: When it comes to customer service, don’t let your technology get in the way of your humanity. 


Mondays with Mike: How Ripple Innovation Can Invigorate Your Business

4-13 Ripple effectIt always hits me the same time every year.  I don’t know whether it’s a craving for warmer weather, or the realization that it’s time to dig deep and get started making the year a successful one, but the end of the first quarter is always a tough time for me.  I’m tired of winter in New Jersey, and my summer vacation is too far off to lift my spirits.

 Whatever the reason, by the end of March, I feel like I’m in a slump.  My strategy to shake off the winter doldrums, though, works every time.  I find a problem in my business – something I simply haven’t tackled yet, and I set out to make things better.  One of the most effective ways I’ve found to fix something that’s broken, and brighten my spirits at the same time, is to use ripple innovation.  Here’s how it works:

  1. Ripple 1:  Find the solution within your own company.  Far too often we can’t see a solution because we’re stuck in our own head – blinded by our compartmentalized approach to problem solving.  So you’re looking for ways to improve your IT support?  Ask your sales force.  Not only will they have situational awareness your IT guys and gals don’t, but you never know – they might also have more tech skills than you realize.  Look outside the department you’re trying to revitalize.
  2. Ripple 2:  Find the solution inside your industry.  Look to your competitors (who typically face the same challenges you do,) and see how they do business.  Maybe your competitor’s Facebook page brings in tons of new business.  Maybe the guy down the street has found a sharper price on office supplies.  Look around to find best practices among your competition.
  3. Ripple 3:  Find the solution in any industry.  You may think your business is industry specific, but you’ll be surprised what you can learn from broadening your perspective.  The food truck that moves around town, yet always manages to have a line when they pull in?  They might be using Twitter in a way you can imitate.  The jewelry store with a reputation for the best customer service in the world?  You can learn something about consumer loyalty that will translate to your company, too.
  4. Ripple 4:  Find the solution in nature.  If you’re really stuck, try zooming out even further, to look at the way the natural world works.  Say you’re having trouble retaining employees, even though you pay great wages.  You might need to look at animals who spend a little longer nurturing their young before sending them off into the world.  After all, animals who hatch and have to fend for themselves right away often have rather high mortality rates.  Try implementing a longer training period, so when you turn your employees loose, they’re able to thrive on their own.

The basic idea of ripple innovation is that you have a whole world to learn from.  Broadening your perspective to include other departments, companies, industries, and even other creatures can only benefit you and help inspire a new period of growth. 


Ten Phrases Successful People Use Daily

Man Holding a Sign with an Optimist Message"We are what we think. All that we are arises with our thoughts. With our thoughts, we make the world."- Buddha

The hit book, "The Secret" had one central message; we become what we think about. This same thing was said by Earl Nightingale years earlier in his classic "The Strangest Secret".

I am not suggesting to only think positive thoughts and block out any negativity. I am not talking about surrounding yourself with daily positive aphorisms. The key is what you focus your daily thoughts on. A golfer that thinks they will hit the ball in the sand trap inevitably will most of the time. A team playing not to lose will ultimately lose.

People who are successful say the following phrases that spur them to take action: 

1. I can do this.

It all starts with believing in yourself. People are successful because they are confident in their own abilities. This confidence comes from inside out. When faced with something scary or challenging, this is what they say. This gets them to start which is typically the most difficult part.

2. Ill do it!

People stand out by taking on a challenge no one else is willing to do. It can be small and simple like staying late or taking out the company trash. It can be volunteering on the weekend. While everyone else is asking “why?”, ask “why not?”  Be open to always saying "yes" rather than immediately "no".

3. Thats an awesome job.

Make others feel admired and appreciated by recognizing their success. People will enjoy being around you and that will make you feel good about yourself.

4. I can take at least one small step forward today

Running a small business is overwhelming and achieving goals can be a long term journey. Uncertainty on this path stops many people from even trying. All great success is a series of small steps. Learn the result of your single action and then take an additional step; and then take another.

5. “I’m really listening.”

Successful people know when to say these words. Stephen R. Covey, author of "The 7 Habits of Highly Effective People'', writes “most people do not listen with the intent to understand; they listen with the intent to reply.” Successful people listen to understand and in that moment, do not worry about how they will sound when they reply.

6. “I was wrong.”

Successful people always admit this. When they are wrong, they say so. Surprisingly in this process, you will not lose respect or credibility, but gain it.

7. “Done is better than perfect.”

Tech giants Google and Microsoft release beta versions of their products to consumers knowing the products aren’t perfect, and that’s ok. What matters to them is getting the products out in the world so they can learn what needs to be improved.

9. “Can you show me?”

Successful people know that they don’t know everything. That’s why they surround themselves with people who are smarter than them. Successful people can be a follower and a leader in the business world.

10. “I don’t have to be the smartest; I just need to work the hardest.”

Successful people know that if they work hard, they increase their chances of success. They realize that the key to being successful is not just skill, but the willingness to do whatever is necessary to be the best.

Which ones do you use to keep you on the path of success?




 
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