Customer Service
November 8, 2019
It is tempting to focus exclusively on the sales team when trying to identify the sales culture of a business. However, since that team operates within the larger organizational context it is important to examine the sales culture of the entire busin...
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August 13, 2019
Chameleon: Any of a family of chiefly arboreal Old-World lizards with a prehensile tail, independently movable eyeballs, and unusual ability to change the color of the skin. ~ Merriam-Webster
An amazing reptile, however, in popular parlance ch...
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May 7, 2019
What comes to mind when you picture a salesperson? Is it the unflattering image of the used car salesman depicted in popular culture? If it is, you are not alone. This stereotype persists…even among sales professionals. It is, of course, an image w...
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March 6, 2019
I struggled my first few months as a rookie sales person. The company was a leader in its market space and yet, as hard as I tried, I continued to fail. There were plenty of prospects and I made the recommended number of presentations each week, but ...
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October 9, 2018
“I’m not a salesperson; I’m in customer service,” Kelly insisted.
Her manager had asked if I could help her improve her job performance.
“But you get paid a bonus when someone buys something new…” I responded.
“Yes, if I get ...
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June 8, 2018
“Why are we here?” I asked the young salesperson I was coaching, as he sat next to me in my car.
“To make a sale?” he replied tentatively.
“What did you tell the prospect when you set up the meeting?”
“I told them we just wante...
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March 26, 2018
Do you have your eye on customer service? As you prepare to sell or transition your business, you may be tempted to take employees or customers for granted, even if they have traditionally been quite important to you. You may feel you have bigger fis...
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March 19, 2018
What sets you apart from your competitors? That’s one question we like to ask the hundreds of business owners and sales people we speak to each year.
Most often they answer either “our people” or “our customer service.” However, when we ...
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March 13, 2018
When I was a young insurance sales representative I got thrown out of a client’s home. It was one of the best lessons I ever learned about customer service. In my zeal to do what was right for the client, I failed the first rule of customer service...
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March 5, 2018
The words “customer service” bring to mind specific activities designed to enhance the customer’s experience or to resolve their complaints. The traditional paradigm usually focuses on the transactional aspects of the business-client relationsh...
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