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Posts from the ‘Uncategorized’ Category

13
Aug

Focus on the Positive

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Here is a question for some of your clients:
 
“Mr. Client, what is your company doing during this downturn to increase market share?” 
 
Now, his answer is likely to be, “We are just trying to survive.”
 
Your response . . . Read more »

30
Jul

“Gotcha” – A Dangerous Game

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I took my family on vacation last week. Vacations are great because they break up our daily patterns and expose us to all sorts of new situations and opportunities to learn and grow.
 
In this case, I picked up a pattern I want to share with my fellow business owners and salespeople. Read more »

23
Jul

Elevate Your Game

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In our book, “Mr. Shmooze,” we spend a lot of time on the concept of “elevation.” That is, taking the small details that go into our day-to-day interaction with people and “kicking them up a notch” so that we stand out from competitors who mope along without adding any spice to the lives of people around them.
 
We point out in the book that you never know when you are going to run into an “elevator,” that is, a Mr. or Ms. Shmooze. But when you do, the difference is both inspiring and profound.
 
This past week, I ran into a concierge, Robert, who makes most concierge people look stoic by comparison.
 
First of all, his personality lit up the entire lobby. He greeted everyone from the car hops to the bellman by name, and his friendly and booming voice formed the epicenter of the entire lobby area.
 
When we engaged, he was a great listener. He then began to recommend some restaurants with details about the cuisine and the wine lists that were both knowledgeable and enthusiastic.
 
Here is the kicker . . .
Read more »

16
Jul

Body Over Mind

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As a sales athlete, I am playing a little game with myself to help maintain a sense of control during these challenging times.
 
I’ve decided to get in shape. I don’t mean the garden variety shape. I mean shape like big time cardio/strength training . . . I’m going for it with everything I’ve got.
 
In fact, the more negativity I hear, the more I crank up my workouts. I figure, I’ll show ’em . . . if it comes down to survival of the fittest, they’re gonna be dealing with Rambo!
 
OK . . . I’m not going that far, but I have been going for it hard now for several months now and it’s really paying off.
 
And there are so many benefits: Read more »

18
Jun

Body Language Tells All

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I have mentioned several times over the years, over 50% of human communication is nonverbal, but every once in a while, I am reminded of this critical fact in real time.
 
Over the weekend, I had breakfast at a diner which was in the thick of its rush hour. Our waitress showed up and said all the right things, but she was obviously stressed out.  Read more »

5
Jun

Beware of “The Chiseler”

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We have all run into professional “chiselers” . . . experts at asking for ever more service for the same price. It’s actually a highly refined technique taught in most negotiating courses.
 
Chiselers” thrive on weakness. If they sense any weakness in your position, they will exploit it. 
 
Conversely, if you are delivering good service at a fair price, or remain certain about your value proposition, they will usually back off when they do not smell fear. Read more »

29
May

What Game of Thrones Taught Us About Customer Service

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Game of Thrones was a cultural phenomenon. It attracted and energized people from all over the world who fully invested in the show’s dramatic story line, extraordinary writing, riveting characters and fantastic actors.
 
For seven years it built and captivated its huge audience with world-class engagement. And then came season eight.
 
The media industry has never seen anything quite like it. The drop off in storyline, character development and writing were the topic of criticism around the world. People wondered how such a hard won, beautiful journey could fall off so abruptly.
 
What happened? Read more »

23
Apr

People are Born with Charisma Right? Wrong!

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We all know charisma when we see it. The energy. The magnetism. The star quality.
 
It seems so natural that our intuition might tell us that charismatic people are simply born that way, but psychologists tell us that this is absolutely not the case.
 
Charisma is primarily a learned characteristic. Read more »

17
Apr

Iron Will to Win!

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Every once in a while, something special happens on the sports scene that really captures our imaginations and lights up our emotions. 
 
For many of us, we experienced one such moment this weekend when Tiger Woods won the Masters.

 
First of all, for anyone who has experienced nerve pain in the back and legs, you know that it can paralyze you and completely ruin your life. 
 
Tiger could not get out of bed without help in the morning, and he pretty much had to lay on a couch all day and not move as he experienced the worst of his back issues.  After several surgeries and relapses, he finally found a doctor who was able to fuse vertebrae and remove the pain, but that was just the beginning of his comeback.
Read more »

9
Apr

Managing the Power in a Buyer/Seller Relationship

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We are involved in many relationships in our lives . . . spouses, co-workers, friends. And within the scope of these relationships, the power ebbs and flows depending upon the dynamics therein.
 
But there is one relationship in which the person with the power is naturally defined. That is, the buyer/seller relationship.
 
In this case, and we all get to take this position from time to time, the buyer is naturally, or at least should be, in the more powerful position. Read more »