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It Only Takes a Few Seconds

We all know how tough travel can be during the holidays as business and personal travelers collide. 
I like to take the opportunity at the airport to observe how people handle stress . . . particularly the service people at the gates and restaurants, but also the travelers as well. 
Poise under pressure is a hallmark of great customer service and, indeed, of high performance in all fields. People who can “take the heat,” listen well and stay calm are worth their weight in gold to their employers.  Read more »


Referral Power

A lot of salespeople I talk to do not actively ask for referrals. That is a huge, missed opportunity at several levels. 
First, a referral is by far the most powerful marketing tool in our toolkit. A referral jumps past the initial marketing steps and gets right to direct connection with the prospect.  Read more »


‘Tis the Season . . . To Learn!

This week is a great time for us as salespeople to see what all the retailers are doing for their prospects and customers. It is a free classroom . . . literally hundreds of millions of dollars are being spent on marketing, promotion and sales.
See what grabs your attention.  Read more »


Customer Experience Reminder from a Discount Retailer

As Amazon and Walmart battle for world domination by competing to deliver the lowest costs and the most efficient online convenience, another retailer has been quietly increasing market share . . . Costco. 
Costco is competing well because it adds something to the low cost battle . . . a unique experience that its customers find to be of value.  Read more »


Frustration = Customer Attrition

I just went through one of those “root canal” customer service experiences in which the phone prompts led to endless rabbit holes. 
I understand that some of the larger companies out there do this on purpose to induce people to go online to handle issues.  Whatever . . . I guess they have figured out the risk/reward of doing so with their cost consultants.
But for the rest of us, who run small- to medium-sized businesses, franchises or regional offices, I HIGHLY recommend that any time we use prompts to direct incoming CRM calls, that our customers can immediately press “0” and access a real person, not another prompt.  Read more »


Say it 2X for 10X Impact

Here is a quick but very powerful selling tip:
When you are speaking to a client and he or she says something that is obviously a key element of the sale, pause for a moment and repeat the point back to them. 
Here is an example…
Client: “Security is really important to me when it comes to handling this material.”
Pause Read more »


Seinfeld – The Ultimate Salesperson

I read an interesting article on Jerry Seinfeld who is obviously famous as an entertainer, but is also incredibly successful as a businessman with multiple ventures and a net worth of over $900 Million. 
One of the things that caught my eye that we can relate to as salespeople is that when asked about the success of his hit TV show Seinfeld, he replied, Read more »


Hurricane Victims – A Friendly Reminder

My column goes out to a lot of people so let’s take a moment this week just to remind each other to contribute something to the double hurricane hits we took over the past month. 
If everybody who reads this column does even a little something in his/her own way, it will be very meaningful.
God Bless!


Feelings – The Source of Relationship Selling

Why does someone select a certain TV show, for example, over dozens of other alternatives? 
The knee jerk answer is that he/she “likes” the show.  But why?  Why does someone “like” the Tonight Show, or Game of Thrones or an NFL game?
The simple but deeper answer is that when a person watches a show she likes, it makes her “feel” good.  And as human beings, when we find something, or SOMEONE, that makes us feel good, we tend to seek out that experience again . . . and again. Read more »


“Know More!”

Years ago, when Sir Hugh Rigby, the Sergeant Surgeon to King George was asked “what makes a great surgeon (among the many),” he replied, “There isn’t much to choose from in manual dexterity . . . what distinguishes a great surgeon is that he KNOWS more than other surgeons.”
I would submit today that we can apply the same principal to sales to a large degree. 
Put yourself in the buyer’s shoes for a minute.  You have decided to buy a new TV . . . one with all the bells and whistles.  You roll into BestBuy and up wanders a part-timer . . . probably has some personal knowledge of technology but you can tell he is not answering your questions with conviction. 
Read more »