A key executive for one of my clients passed away recently, and although I tried desperately, I could not make my travel arrangements work out properly to get to the funeral service. To make matters even worse, the morning of the funeral I realized I had forgotten to send flowers. I immediately called a florist, … Continue reading From Lost Trust to Lost Business—How to Avoid This Business Killer
Companies are losing the battle of sales and customer service because their reps are not trained in critical thinking. Instead, they are loaded with scripts and computer programs on what to say next versus the next logical step one should take to help solve the problem and build customer loyalty. The key to building any … Continue reading Why Companies Are Needlessly Losing Business
Let’s face facts. Steve Jobs was a genius when it came to developing the Apple Store. It is an experience just going into one of the Apple Stores regardless if you buy anything. Besides dazzling displays of their products on tables throughout the stores, they use their own products to move the sales process along … Continue reading It’s the Experience That Sells
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?
Sears announced it is closing 79 stores (Sears and Kmart stores) due to poor financials of the company. The closing of these stores was not due to poor financials. It is due to bad management. Senior management spent money on every strategy except improving its customer service and sales process. Instead of creating great customer … Continue reading Success Starts with Sales and Service
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