When I wrote the book The Complete Idiots Guide to Great Customer Service in 1998, we interviewed the Vice President of Hertz Reservations who shared this story with me. Hertz did a survey of their top customers and found out that they were highly dissatisfied with how long it took to return their cars and … Continue reading What Did You Say?
The Life Science Leader writes about how Leaders Don’t Puke. Rather, they lead by vision and find out what’s important to people before they start trying to influence them. Life Science Leader talks about how the best organizations teach all of their employees to lead, from the CEO on down. To read more, click here … Continue reading Why Leaders Don’t Puke
Did you ever think about what it takes to be at bat in a pressure situation and come through with a home run? Think about all the thoughts and fears that are going through your mind. Think about all the techniques you are trying to remember to hit the ball properly. And then think about … Continue reading Hitting the Grand Slam of Your Life
A sales trainer calls me up for help. Her husband was laid off in the recession and finally found a job at ½ his former salary. They sell their house to downsize and cut expenses. The sales trainer is now trying to re-establish her business and finds it tough getting new clients. With emotions running … Continue reading Emotions That Sabotage Your Success
Tom Coughlin is the Greatest Example of Championship Caliber Leadership in the Modern Era. Whether you are a sales rep trying to lead your customer through an acquisition process or any kind of leader trying to get a team over the goal line, do you face these common problems? Interruption of daily routine by … Continue reading Championship Caliber Leadership
How would you answer the follow questions? Do think about the money you don’t have to do things or the things you want to do regardless of how much money you have? Do you think about the limited resources you have in servicing clients or the ideal service level you want achieve? Do you think … Continue reading How to Succeed With Limited Resources
You can lose everything in life – your house, money, relationships, etc. and you can still come back, as long as you have your word. Your WORD is your gold standard. It is the basis on how people judge as to whether or not they will take a chance on you. It will impact their … Continue reading Your Gold Standard is the Key to Your Success
On a Sunday during this seasons NFL playoffs, I went to a friend’s house to watch the Texans/Ravens Football Game. I had no intention of staying to watch my beloved Giants play the Green Bay Packers because of my friends negative approach to the game based on “reality”. My friend is a Giants fan also. … Continue reading The Myths of “Reality” and “Positive Thinking”
Want to get new Customers Fast? Try giving it away for free! Chris Anderson in his book FREE tells of the Jell-O Case Study. At the turn of the 20th century, Jell-O was considered the desert of the rich. The key ingredient for Jell-O is Gelatin, which comes from Collagen, a protein based substance found … Continue reading How To Get New Customers—Fast
People Always Make Time for Those Who Can Help Them In my Linked In Group- Lead, Sell or Get Out of the Way- Advice for CEO’s and Executives, someone started a conversation on what is the best way to reconnect with a past client who moved to a new situation.