It’s one thing to be individually a good manager or salesperson. You can make a good living and enjoy the individual triumphs along the way. But how about those rare companies that energize the whole organization in terms of client relations? Check this out.
My daughter plays tennis. She decided to take a break and did not play for a year. When she decided to re-engaged, we signed her up for lessons again at her old club. When she showed up, you would have thought she was Chrissie Evert! Read more
I love running into a Mr. or Ms. Shmooze out of nowhere! It always validates my feelings about our theme.
I went to lunch with my father recently. A tavern/grille in a country setting. We settled in and started talking, waiting for the waiter or waitress to come to our table. And there she was!
“Welcome! Can I help you?”
We both looked up and straight into one of the biggest smiles I have ever seen. I mean ear-to-ear, and totally in the moment and sincere. She was a pretty girl, very natural, early twenties at most. Her face was absolutely alive . . . smiling, happy and absolutely focused on us. I don’t know how she did it, but she held her smile throughout the entire lunch service, coming and going. She was delightful.
This reminded me of some research we did years ago about smiling: Read more
I just spent a long weekend in New York City . . . beautiful Spring days in one of the most exciting cities on the planet. My wife and I had a little time to kill our last morning, so we decided to spend a few hours at Bergdorf Goodman, arguably one of the most prestigious department stores in retail.
Of course the windows and showrooms were off the charts, but the thing that struck me the most that relates to us here is the deep and rich knowledge of the salespeople. Read more
Years ago, there was a great running back named John Riggins who played for the Washington Redskins. Big, strong and tough, he would rather run right over you than use any fancy footwork. The offensive line that cleared the way for Riggins called themselves “The Hogs.”
Every week, Riggins took The Hogs out for steaks and beers. His rationale . . . he was only as good as the people around him . . . and in front of him . . . and he wanted to make sure the Hogs knew how much he appreciated them.
Who makes up your offensive line? Who blocks for you by processing your orders, talking to your customers and following up on delivery? How loyal are they to you? Read more
The other day I was talking to a salesperson I respect very much when he said something that surprised me.
“In my opinion, laptop computers and iPhones hurt my selling more than they help it.”
“How can that be?” I asked. “Communications opportunities with clients and prospects are nearly unlimited now. Doesn’t all the new technology help you become a more efficient communicator?” Read more
The single most valuable thing you can do to endear yourself to your customer is to introduce him or her to someone who might become a customer of theirs!
I had the privilege of being served recently by a great waitress. I was eating with one other person and I had the opportunity to engage her a bit, so I asked her the following question:
“You are very good at this. What do you think goes into being a great waiter or waitress? Intuition? Training?”
She answered: Read more
Here is a topic I have been wanting to get around to for awhile. Has this ever happened to you?
You are working closely with someone who needs you. Maybe you are on the client side of a relationship or helping someone as a mentor. At some point, for whatever reason, the table turns, but when you call or try to make contact, it is as if the person you helped has forgotten the whole thing.
They have “traded up,” so to speak, and have somehow come to the conclusion that they should only be spending time with people who can immediately benefit them.
While some folks like this are just ingrates and what goes around will eventually come around, the reason I am writing this is that I think some of them, and probably all of us at some point, are just not aware we are offending people in this manner. Read more
Studies show that our minds are often most creative after either some time off, or after some time concentrating on something other than work.
We may think we are being more efficient by checking emails on the golf course, but research says the opposite is true. Read more