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What does the term “culture” mean? For many, it is possible that they envision the word representing a race, ethnicity, or religion. The reality is that culture is actually much more complex than most realize, especially when it pertains to a business or organization, and what defines culture at a business or organization is how they serve customers and significantly improve the world.

In this month’s Opportunity Hour: Conversations with the Masters, I had the privilege to meet with a longtime friend of mine and esteemed colleague Scott McCain. Scott is a customer experience and sales expert who prepares companies and individual contributors to create distinction from the inside out and achieve iconic status—something we want to explore thoroughly in today’s blog.

Both Scott McCain and I have a similar goal: help clients create more compelling connections, provide ultimate customer experiences, and stand out personally and professionally in lasting ways. To do this, we both know that a company must become both distinctive and iconic, but how? We have solutions for all!

Greatness Is a Facade Without Being Distinctive and Iconic

In the past, many businesses and organizations have been coined as being great. Without trying to painstakingly define what the term “great” actually means, the generality is that they made a lot of money or perhaps made a product or service that disrupted the world positively.

But what’s interesting is that within years of those businesses or organizations achieving perceived greatness, each one found themselves in a dramatic decline. What could have possibly happened to cause such a downturn?

First and foremost, I have identified that these businesses and organizations all failed to anticipate disruptions by identifying Hard Trends that were shaping their futures. Secondly, Scott has identified that they were good and even great entities, but they were not iconic and distinctive organizations!

So what happens when good just isn’t good enough and, moreover, what are some insights into how a business or organization can sustain greatness by becoming truly iconic and distinctive?

Create a Distinct and Iconic Customer and Employee Experience

Scott McCain explained during this month’s Opportunity Hour that becoming distinctive and iconic in your industry all goes back to how both customers and employees experience your business or organization.

This is where that concept of culture comes in. For instance, Scott made a reference to the popular coffee chain Starbucks during our conversation. He noted that a local coffee shop or smaller coffee company may be distinctive in their area, but Starbucks has become iconic as well as distinctive as a result of the culture they foster both internally for their employees and externally for their customers.

Scott and I believe that both a distinctive and iconic culture should transcend the categorization of an industry. Starbucks has become both distinctive and iconic for creating an internal and external culture that many businesses and organizations in diverse industries want to emulate.

The good news here is that there is really no secret behind how to create a great customer and employee experience to become distinctive and iconic—it is rather simple, really! According to Scott, customer experience is about the emotion that an individual customer is left with and tied to that is the feeling an employee gets from working at the business or organization.

You Cannot Copy and Paste Culture

Distinctive and iconic business culture cannot be copied verbatim.

While we have all heard the phrase penned by Pablo Picasso, “Good artists borrow; great artists steal,” this is not a ubiquitous application as it pertains to culture. For this concept, Scott discusses Southwest Airlines and their distinctive and iconic humor during in-flight safety instructions that has helped them stand out greatly in the industry.

If American Airlines or United Airlines were to try their hand at this, it would likely come off as repetitive and not have the same effect. Duplicating what has already been done before and expecting the same if not better results is madness, and to relate it to real-world examples in the entertainment industry, Scott takes us back to the Sinatra days.

While Frank Sinatra was crooning, many wondered who the next Sinatra would be? Well, it was Elvis, who was nothing like Sinatra! And then we wondered who would be the next Elvis, and it turned out to be The Beatles who again were nothing like Elvis. This continues down the line with Michael Jackson following The Beatles, Garth Brooks following Michael Jackson, and so forth.

The point here is that the same thing cannot be done twice, but that there are boundless opportunities to become distinctive and iconic by connecting an Anticipatory mindset to your corporate culture and to use Hard Trends to determine what you can do to be the next disruptor of your industry and the world!

Don’t Just Meet Customer Expectations  Exceed Them!

Scott McCain agrees: Meeting and more importantly, exceeding customer and employee expectations is an ideal way to create a distinctive and iconic business and organization culture.

All business leaders and C-Suite executives should ask themselves if they feel they have built their company’s culture around a competitor they benchmark against. If you are only offering enough to keep up with the competition as opposed to being the trailblazer in your industry and the world, you will only barely meet customer and employee expectations.

Anticipation and an Anticipatory mindset as a business leader always allows you to look far enough into the future to see the Hard Trends that will disrupt you, your employees, and, most importantly, your customers. Knowing what is ahead makes risk-taking much less risky, and then you can double down on being both innovative and creative. This is how you become distinctive and iconic!

Additionally, learn to communicate not just facts about products and services to employees and customers, but create an emotional user experience that resonates with them indefinitely, just as Starbucks and Southwest Airlines have in their own way.

So, does your business or organization have a distinctive and iconic culture? Find out how you can create one with my Anticipatory Organization® Model today!

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When you have suffered an injury caused by someone else, you may be able to obtain compensation through a personal injury claim. Depending on the details of your case, damages could include medical costs, pain and suffering, lost wages, and the cost of future medical treatments. If you have been seriously injured in an accident, it is important to have Rockford personal injury lawyer on your side.

 A lawyer can help you deal with the insurance company and make sure that you receive the compensation you deserve. Even if you are not sure whether or not you need a lawyer, it is always a good idea to consult with one. A consultation is usually free, and it will give you a chance to learn more about your rights and options.

Identifying the At-Fault Party

One of the first steps in gathering evidence for your personal injury case is determining who was at fault for your accident. Depending on the circumstances, this could be an individual person, a company, or a government entity. It is important to identify all potentially liable parties so you can make sure you are getting fair compensation.

Establishing Liability in Your Personal Injury Case

It means proving to the court or insurance adjuster that another party was negligent or careless in some way and acted with either intention or without due care, causing you harm. In order to prove liability, there must be evidence that shows fault or blame on that other party.

There are different kinds of evidence you can gather and present to the court that can help prove your case, such as:

Documentary Proof: Documentation such as bills, records, or accident reports is critical in establishing your damages and liability. Relevant proof should include invoices for medical bills listing procedures performed along with any expenses you incurred. You should also collect any accident reports or law enforcement statements associated with the incident.

Medical Records: A comprehensive overview of all treatments received along with diagnoses made by physicians, is an important element that must be included in all claims. These records should comprehensively list the type or treatments received, the dates treatment occurred over time as well as a description of any lasting effects on your health functioning due to injury suffered from negligence or intentional harm.

Physical Evidence: Any physical artifacts related to the incident may be used when filing a claim against another party for their negligent actions leading up to its occurrence, such as broken glass from a car window in an auto collision case. In some instances, items related may not pertinent but should still be collected unless determined otherwise by counsel–in which case items can usually still be presented during pre-trial depositions on record at a minimum, even if not admissible during the trial itself.

Witness Testimony: Obtaining statements from any persons who observed the event is essential in providing an unbiased perspective regarding alleged events while supporting one’s initial claims made before the court (e..g what was seen happened). Witnesses must have relevant personal knowledge, which gives their statement credence in order for it to be used as supportive proof, which reinforces one’s position during the trial. Ultimately whether from attacking liability instead of shifting towards it depends on the credibility attached statement where credibility is gauged initially upon qualifications attesting testimony being provided).

Expert Opinions: Expert opinions will often provide complex legal issues when building out any complicated negligence cases which require explanations far beyond typical comprehension within layperson experience, including sophisticated medical advances demonstrating state medical science/ practice at the time being defended against within context dispute itself, making opinion valuable appeal lawyer seeking winning slot prospective jury judgment stated legal issue(s).

Documents Showing Lost Wages Or Income: You may be able to obtain documents showing lost wages if you had to miss work due to an injury that was caused by another person's negligence or wrongdoing. These documents could include doctor's notes indicating whether a person was unable to continue working because of their injury or stay-at-home orders due to mandated recovery periods.

Having a well-documented case increases the chances of success in your personal injury claim and greatly reduces the possibility of any discrepancies. Such records should be organized in chronological order, so they’re easy to read and navigate when presenting them as part of your evidence.

You should also keep track of all consequential expenses incurred during the course of your treatment; this type of compensation is referred to as loss-of-value damages in personal injury cases. All documents should be gathered before filing a claim; remember that to succeed with maximum compensation for losses incurred from an injury caused by another’s negligence or carelessness will require substantial proof.


Gathering evidence and documentation for your personal injury case is one of the most important steps you can take in order to maximize your claim. By ensuring that you have all the necessary information and evidence, you are giving yourself a better chance at getting the compensation that you rightfully deserve. While it may seem overwhelming, with a little bit of organization, patience, and persistence, collecting all of the required documents should be manageable. Once done correctly; however, this step could help make or break your case, so don't skip out on gathering evidence!

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I said last week I was going to try and share my thoughts on coaching and mentoring. For me, this is the single most overlooked area of our industry, and one that takes some time and effort to get ahead of. Far too many companies and managers just try and find skilled people and throw them into a position and expect things to just work out. While that may happen at some level, you are basically just allowing people to function as they have always functioned, but never really growing in experience and productivity because they continually just repeat what they already know. As the great Greg Frost has said “Being in the mortgage business for eight years doesn’t mean you have eight years’ experience, you likely have just repeated your first year in the business seven times!”

I wanted to share my insights here and today we will see an overview of what I call “The Five Areas of Mentoring” and I will break down each one of these areas each week over the next five weeks. Those five areas are: 

  1. 1. The Rules of the Game
  2. 2. The Tools of the Game
  3. 3. How to WIN the Game
  4. 4. Attracting Participants to the Game
  5. 5. Keeping Connected to those who Played the Game 


Some of us have mastered a few of these points, others have not. Most of those who will read this may have never even thought about these points, while others aren’t aware that they even exist. For those of you that have followed my work over the years, you are likely to see familiar terms. Over the next month or so, you will have a reasonable understanding of each of these concepts and how to master each area and help others do the same.

Information is always important, but execution is essential! I want to help you with both! If you would like to go deeper on these areas or are looking to set up your own mentoring program and would like some help; it’s This email address is being protected from spambots. You need JavaScript enabled to view it.

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