January 01, 2013
Never underestimate the value of personal information and common ground when negotiating online, on the phone or face-to-face.
In a series of studies carried out between several groups of MBA students from well-known business schools, half were told “time is...
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August 06, 2012
Earlier this summer my son and I visited Elliot Lake, a small town in Northern Ontario; and, as we were camping, it was only natural that we would find ourselves in the local Canadian Tire store. Even though we knew it was a long shot, we were looking for a...
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July 09, 2012
Professional selling must start with the assumption that the salesperson will always put his/her customer’s best interests first. If you are a professional, you have the responsibility and an obligation to help your customers make timely, appropriate...
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April 24, 2012
Think about the last memorable customer experience you had; maybe at a restaurant, while shopping, or during a travel experience. What made it stand out for you? Were you treated with great respect? Made to feel special? Given more than you expected? Made to...
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April 22, 2012
Imagine that you are looking to buy a business. You walk into your current premises, pretending to be a customer, in order to scout it out. As you walk through the front door, what do you see? What do you hear? What do you smell? What’s your first impression...
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April 16, 2012
You want your customers to feel good. Your goal is to ensure that good feelings result from every interaction they have with your organization. Take action so everyone from the front-line to the CEO is sensitive to the needs and feelings of their customers....
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April 06, 2012
One of the biggest challenges salespeople face is the growth of the “Experience Economy.” It is also the source of great opportunity. Salespeople today cannot just peddle a product. They need to create a customer experience that is pleasant, memorable and...
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April 02, 2012
Every customer you serve has an experience; whether bad, indifferent, good or great. Great customer experiences do not happen by accident – they happen by design. Each customer is unique and their definition of a great customer experience will also be...
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March 13, 2012
Trying to describe change in selling is like taking a picture of a waterfall. You’ve frozen a moment in time, but as soon as you release the shutter, it’s the past. You’ve caught only a fleeting image of one of the millions of unique streams.
As I reflected...
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July 01, 2010
A company’s value is enhanced by evidence of customer satisfaction − the customer list and the level of loyalty, repeat business and customer contracts that provide a steady cash flow.
Even if you don’t intend to sell your business right away, your ability to...
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