The fastest way to grow your business and sales is by providing your customers with great customer experiences. Great customer experiences occur when everyone in the company, not just the sales reps, accept the responsibility and accountability for the role they play in the process. This video shows one example of how people were not … Continue reading Growing Your Business And Sales Through Great Customer Experiences
Justin Bieber is by far the biggest teen sensation today and for that matter one of the biggest stars of all. At the ripe old age of 17, you may be wondering how he achieved this phenomenal success. Truth be told, he did it the old fashioned way; a lot of hard work coupled with … Continue reading Supercharge Your Success in Life the Justin Bieber Way
Okay, here is another golf anecdote. For all you non-golfers, I promise to make this relevant to your sales success. Golfer Phil Mickelson fired his long time coach last weekend. Yesterday, Mickelson won the US Players Championship. Phil will be the first one to tell you he got a lot out of his old coach, … Continue reading Coach -You’re Fired!!!
In an effort to keep tax payers honest, the IRS is stepping up both its audit and customer service efforts at the same time. Interestingly, the IRS has created the position of Tax Advocate, an individual who monitors how tax payers are treated and makes recommendations to the IRS on how to improve its customer … Continue reading Are You Like the IRS?
Recently I had the opportunity of reading the findings of a report written by a world renowned specialist to the physician that referred my mother. When you visit a highly specialized doctor, the attitude you may expect to find is that of someone who knows they are good and really doesn’t have much time for … Continue reading Realizing the Privilege
Stop trying to guess what your customers want and just ask them. Surveys are the best means available to gain a true picture of your customer’s needs, wants and expectations. Caution: Be sure your questions are clear and you truly understand your customer’s answers. Case Study: When Hertz surveyed their customers, they heard the message … Continue reading And the Survey Says…
My Palm VII (wireless) has become a source of great value, especially when it comes to tracking my flights. Instead of calling the airlines to see if my flight is on time, I simply check my Palm Pilot and get the latest info on departure, arrival and gates at both airports. Funny thing is I … Continue reading Getting Information When You Want It
Richard Burley comes through again. If you recall, Richard was highlighted in our Titan Profile last month. Recently, I spoke with Richard on the phone and he was telling me of his plans to invite 100 of his clients to a roundtable discussion in April with the theme being “Honor Thy Buyer”. What a powerful … Continue reading Honor Thy Buyer
In a world where everything is rosy for a sales person, there would not be any unhappy customers and complaints to deal with. Actually, that might not be as good a situation as one thinks. I am not saying having unhappy customers is good. Obviously we all want customers who love what we do and … Continue reading Can I Please Have Your Undivided Attention?
One of the negotiating points in the recent Verizon (formerly Bell Atlantic) phone strike revolved around the stress endured by customer service representatives (CSR) in following their scripts to the letter. According to a NY Times article, if there is any deviation from the script, the CSR could have points deducted from her performance score. … Continue reading Scripts Can be Hazardous to Your Sales Career