Customer Service
February 19, 2021
What Is Culture?
Culture has an impact on success. And success is fundamental to succession planning. This year I spent two months in hospital with a nasty infection (not COVID) and each of the three units I stayed in had its own culture that affect...
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November 9, 2020
“It was the best of times, it was the worst of times… it was the spring of hope, it was the winter of despair.”
These opening lines from A Tale of Two Cities by Charles Dickens could easily describe our current situation. On one hand, the ec...
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October 13, 2020
Do you run your life on Lombardi time?
Vince Lombardi, the legendary NFL Hall of Famer, was head coach of the Green Bay Packers in the 1960’s. His Packers team won the first two Super Bowls. Today, the two teams fortunate enough to make it to th...
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July 10, 2020
“How do you deal with difficult prospects – especially the obnoxious ones?”
This was a question I was often asked when training a group of salespeople. And I had to be honest and tell them I had an academic way of answering the question but ...
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March 9, 2020
A decision to buy is motivated by the need to find solutions to current or anticipated problems and buyers ask rational questions such as:
Will this new equipment improve efficiency and productivity?
Will these new boots keep my feet warm?
...
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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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