The concept of selling has been around a long time. Even before the first coins were minted around 600-700 BC, selling was a common practice. The bartering of goods and services in exchange for other items of value required people to convince each other that any given item was more valuable than something similar offered … Continue reading Selling: It’s a Matter of Trust
Trust is a critical part of any relationship. Knowing you can rely on a partner or teammate allows you to focus on your strengths and responsibilities without worrying that something important will fall through the cracks. In a workplace setting, that's especially important. Breaches of trust will break a team faster than anything else. Trust … Continue reading It’s a Matter of Trust
Addressing conflict is one of the key responsibilities of a leader. It’s not a fun job; in fact it’s often quite messy. Nevertheless, it has to be done in order for a team or organization to operate effectively. Conflict rarely resolves itself. While things may eventually seem to smooth out on the surface, there are … Continue reading When Good Leaders Do Bad Things
If there’s one aspect of the job that managers do their best to avoid, its conflict. Ideally, things would always run smoothly in the workplace. Each person would do their job, goals would be aligned, and differences would magically work themselves out. Unfortunately, that’s just not the case. In fact, one study found that the … Continue reading Why Leaders Address Conflict Head-On
Last week, I had a conversation with a couple of people about identifying their top customers. It’s been my experience that when asked to name their best customers – that is, those who contribute the most to the business – the majority of people get it wrong. A look into actual sales data and performance … Continue reading What Makes a Top Performer?
This article is a day late. If you’re a regular reader of my weekly ramblings on sales, service, and leadership, you know that I publish every Monday morning. Many of you have come to expect my familiar voice in your email box at a specific day and time. So, some of you took notice when … Continue reading What Did You Expect? The Importance of Consistency
I’m regularly asked to provide tips for dealing with difficult customers. You know the type – irate, demanding, and practically impossible to please. No matter how good your service is, you are guaranteed to encounter someone who just isn’t happy. Every business has them and employees dread waiting on them. So, how do you handle … Continue reading A Prescription for Dealing with Difficult Customers
As a kid, I had a piggy bank. I don’t remember where it came from, but I do remember the thrill I would get each time I dropped a coin into it. I couldn’t see inside, and it didn’t have a plug in the bottom; so I had no way of knowing how much money I … Continue reading Taking it To the Bank
As a former advertiser, I love a good commercial. One of the more popular ones currently playing is from Geico. The commercial features Pinocchio as a motivational speaker. If you haven’t managed to see this one, you can catch it on YouTube. I think they got Pinocchio spot on – the look, the voice, everything. … Continue reading To Believe or Not To Believe
I visited three airports today. I always bring my iPhone cable, but today I managed to forget the wall plug. I was sure I'd need to recharge my phone at least once during the day, but since I wasn't staying overnight and airports all have those USB outlets now, I didn't worry. The plug section … Continue reading I Want My USB!