21st May 2007
I’ve had the pleasure and honor to meet some of the world’s greatest leaders and leadership gurus, from Sir Richard Branson, General Tommy Franks, and Captain Mike Abrashoff to Dr. Warren Bennis, Dr. Henry Mintzberg, Marshall Goldsmith, Jack Welch, an...
25th May 2006
Recently, I had the opportunity to work with General Tommy Franks (retired), former head of U.S. Central Command, a role that effectively put him in charge of all U.S. military operations in 25 countries, from Egypt to Central Asia. In his role, Franks a...
11th May 2006
How many times have you thought or said, "Sure, I'd like to (take a course, take a vacation, work on an additional skill or project, etc) but there just isn't enough time." When we say, "There just isn't enough time," we're shirking responsibility.
...
02nd May 2006
I've had the pleasure and honor to meet some of the world's greatest leaders and leadership gurus, from Sir Richard Branson, General Tommy Franks, and Captain Mike Abrashoff to Dr. Warren Bennis, Dr. Henry Mintzberg, and Tom Peters.
I recently had the...
27th April 2006
At the age of 36, Michael Abrashoff was selected to become Commander of the USS Benfold – at the time, the most junior commanding officer in the Pacific Fleet. The immediate challenges that faced him were staggering: Exceptionally low morale with unaccep...
27th April 2006
"At senior levels of an organization, the ability to adapt, to make decisions quickly in situations of high uncertainty, and to steer through wrenching change is critical. But at a time when the need for superior talent is increasing, big U.S. companies ...
25th April 2006
Most Customer Service Professionals deal with many challenging customer situations. These situations may include:
• A customer who is upset about the quality or delivery of our product/service.
• A product return or a cancellation of services.
•...
24th April 2006
In today's competitive environment, hiring has increasingly become a key link in establishing and maintaining your company's edge. By attracting and hiring the best people, your company can move quickly and grow steadily. On the flip side, however, poor...
21st April 2006
In challenging times, sometimes your boss's behavior becomes erratic. She may overmanage or undermanage you and your work. She may lose sight of all the things you are working on. You may not be sure what your boss's priorities are; they change daily.
...
20th April 2006
Successful business relationships are based on Value, Competence, Trust, and Propriety.
Value
Value: The customer's perception of your worth, excellence, usefulness, or importance. Value addresses the customer's question, "What can this person or ...
20th April 2006
Introduction
This article introduces the problem-solving model as a technique for managing performance issues that are more controversial, or that are not effectively addressed through coaching or feedback. Issues such as tardiness, being out of unifo...
20th April 2006
This article distinguishes proactive selling from reactive selling and illustrates the technique and benefits associated with proactive selling.
Are you getting "no's" bleed from customers saying no too often? Try asking questions that can't be answer...
18th April 2006
Coaching is perhaps the most effective method of increasing performance available to managers, team leaders, and colleagues. This article defines coaching and outlines a process for effective coaching.
Coaching Defined
Coaching is perhaps the most ...
14th April 2006
Always, but especially during lean times, effective sales professionals know the importance of communicating value. Budgets – if they ever were discretionary – are tighter. Business customers are being asked to do more with less. Decisions are increasi...
13th April 2006
Most companies train their customer service representatives to ask questions to solve problems. Cross-selling is extending those existing skills since selling really good problem-solving. At the same time, cross-selling skills can be unique and can be a...
