There’s an important tool for quality professionals that you may have overlooked in your effort to retain customers in this difficult economy. And unlike Six Sigma, ISO 9001 or 9004, lean, and total quality management (TQM), this tool won’t cost you anything.

“Imagine you are a customer. You’re around some organizational representative who’s happy and finds his work meaningful,” explains New York Times bestselling author, Marshall Goldsmith. “Option B, you’re around an organizational representative who’s miserable and finds his work meaningless. Does that have any impact on you as a customer? I think that’s a definite yes. Do you really want to be around person b?”

Goldsmith is inviting us all to check our mojo. Not the mojo popularized by fictional super spy Austin Powers—or even the Marvel Comics’ super villain of the same name. There’s a very different kind of mojo that is an essential ingredient to keeping customers and to managing work and home life, according to Goldsmith.

The 61-year-old executive coach defines mojo in his latest book as the moment when we do something that’s purposeful, powerful, and positive—and the whole world recognizes it.

 …