02nd September 2007
You may think customer service requires a huge capital outlay: expensive training, high-falutin' CRM software, and thousands of dollar in expenditures Nonsense! The most important parts of customer service are free.
Here's my baker's dozen list of cus...
18th July 2007
Recently I had the opportunity to lead an orchestra. It’s an experience I recommend to all. Admittedly, I had my doubts. With no formal training I wondered:
- Would I lead correctly?
- Would others respond, and if so, how?
- Would I look foolish?
...
29th June 2007
As we look for ways to improve our rapport with customers, clients and prospects let’s cast our gaze to improv — improvisational behavior popularized by those whacky folks seen in drama classes, theatre troupes, on the entertaining television show Who...
29th June 2007
You don't have to be Einstein to realize that, relatively speaking, you must manage your customer expectations for optimal success.
Your customers are expecting. Is there a pregnant pause between their requests and your responses?
When we dial 9-1...
15th May 2007
They say wherever you go, there you are. Yet how present are you at any given time and place you find yourself? Many professionals appear in body but little else. Don't get marked as missing in action.
In the last week I encountered the following pro...
23rd April 2007
By now you know that objections come in all shapes and sizes. Your challenge: avoid taking them personally, recognize them as part of the sales process, and learn to transform them into opportunities to solidify sales.
Blocked at the Gate: “What Is ...
23rd April 2007
Three teen girls entered the subway in mid-conversation: "Is he in our school? " "Yes." "In our grade?" "Yes." "In our calculus class?" "Yes.” “Is he fine? "Yes!" "Steve? " "Noooo. " "Seth? " "Phillip? " "It’s Jeremy!" Indeed it was!!!
These gi...
27th March 2007
How does the world see you? It may not be the way you see yourself. Either way, it's time you find out!
Recently I typed my own name into a series of search engines to see how well known I was. Surprise, surprise! I learned in England I am a soccer st...
27th March 2007
Forget GQ! These days it's your CQ that matters...your Communication Quotient. Degrees and awards are fine, your bilingualism and knowledge of the latest programming languages are nice, but how good a communicator are you? In English? With co-workers and ...
19th February 2007
Recently while navigating an online bookstore I came across the James Frey book popularized by Oprah's book club: A Million Little Pieces. As I read about this book I was informed that "readers who bought A Million Little Pieces also bought the books Lies...
19th February 2007
In the Star Wars movie's famous bar scene you knew, by appearance, what zany character was sitting beside you. Each character had a distinctive look. Yet in meetings you may have no idea the constellation of characters that you're meeting with. That's bec...
19th February 2007
While navigating an online bookstore I came across the James Frey book popularized by Oprah's book club: A Million Little Pieces. As I read about this book I was informed that "readers who bought A Million Little Pieces also bought the books Lies My Presi...
19th February 2007
In the Star Wars movie's famous bar scene you knew, by appearance, what zany character was sitting beside you. Each character had a distinctive look. Yet in today's meetings you may have no idea the constellation of characters that you’re meeting with. ...
15th January 2007
We're surrounded by examples of great, and not-so-great, teamwork. Recently I flew to Los Angeles, visited relatives, took in a parade with floats, bands and street performers, saw a football game and attended an opera. Countless teams made it all possibl...
15th January 2007
Are you on the same page with your customers? If not, perhaps there’s simply a page missing. A page you design to help merchants, customers, clients and even co-workers speak the same language, use the same terms and communicate the same meanings.
N...
