Gratitude and Growth

This time of year offers us a chance to reflect and give thanks for our many blessings.

One blessing that stands out to me is a piece of advice I received nearly 20 years ago.

At the time, I was a sales and marketing project manager for a bank in Durham, North Carolina. My building overlooked the outfield of the Durham Bulls Ballpark, but my office – on the executive floor was far from glamorous. It didn’t have a view or even windows; it was likely a converted closet to make space for more desks.

Every morning, our retired CEO, Bill Burns (whom everyone called “Mr. Burns”), would walk past my office and politely greet me as if we had been colleagues for years.

Though in his 80’s, Mr. Burns came in daily, impeccably dressed, carrying several newspapers, and maintaining a corner office as one of his retirement perks. His presence was magnetic and commanding.

One day, he stopped by my office for a longer conversation. I began discussing market trends, client acquisition, retention strategies, and our focus areas. After listening patiently, he shared a piece of advice I’ve carried with me ever since:

“Business goes where it’s asked and stays where it’s appreciated.”

In that one sentence, he captured the heart of what sales and marketing are all about. It was a humbling, perspective-shifting moment – a reminder that no matter how complex strategies may seem, the fundamentals of building and maintaining relationships matter most.

Has technology made us lazy?

Since that conversation, sales and marketing have evolved significantly. Technology has transformed how we attract and retain business:

• Digital platforms have shifted the focus from traditional outbound efforts to inbound strategies.

• Data analytics and AI now offer hyper-targeted campaigns and real-time insights.

• Social media enables brands to connect directly with customers, fostering transparency and trust.

While these advancements have revolutionized the field, they’ve also made it easy to lose sight of the personal touch. Tools like CRM systems, AI, and pre-scheduled campaigns are powerful, but over-reliance on automation can lead to laziness.

Genuine human connection – the foundation of lasting relationships – cannot be replaced by technology.

A friendly reminder

At its core, a brand’s purpose is to build trust and genuine relationships with its customers, regardless of the platform or tools used. Customers gravitate toward businesses that clearly articulate their value, invite engagement, and demonstrate authentic care.

No algorithm can replace the power of a heartfelt ask or trust built through meaningful dialogue. Automation and AI should enhance – not replace – the human touch.

While methods may change, our commitment to asking for and appreciating customers must remain constant.

I’m thankful for Mr. Burns’ wisdom and aspire to honor his words in every strategy I develop and execute.

Happy Thanksgiving! I’m grateful for your support and the opportunity to share this journey with you – wishing you and your loved ones a joyful and fulfilling holiday!

~ Joseph
(hit reply - it’s not going into the email abyss. It’ll land straight in my inbox)