You and I, as people who believe – greatly believe – in what we sell, how do we deal with the fact that not everyone who we feel should buy our products or services, will buy. After all, if we truly care about helping them via the exceptional value we provide, should we not take…
In our previous post we saw that when desiring to persuade, telling someone they are wrong will most likely not only not change their mind, it will much more than likely elicit their planting their feet firmly “in-turf” and defending their position. The suggestion was to, instead, agree with them. Counter-intuitive? Yes. Effective? Most definitely.…
Dale Carnegie, author of the classic, How to Win Friends and Influence People, eloquently taught that there is no winning an argument. It makes sense, doesn’t it? After all, if you lose on merit, you’ve lost. However, even if you win on merit (showing the other person that you are right and they are wrong),…
In a recent issue of his Monday Morning Memo™ , noted consultant Alan Weiss, Ph.D. wrote: Almost all organizations (public and private, large and small) have three potential interactions with customers and clients: products, services, and relationships. If you focus merely on product, you’re engaged in a price-sensitive commodity. If you focus also on service,…
In his excellent book, Magical Worlds of the Wizard of Ads: Tools and Techniques for Profitable Persuasion, Roy H. Williams relates the oft-told story of the six blind men of Indostan who experienced an elephant from different parts of its body and, naturally, from their individual viewpoints, came to six different conclusions regarding the essence…
Both good and poor examples of customer service have most likely existed since the very beginnings of business. Thus, word of mouth, whether in ye olde village or in more modern times, has always been important. However, it certainly never had the immediate and powerful impact to either make or practically destroy a business as…
I was at a new diagnostic center for some blood work and witnessed an interesting exchange. Unfortunately, an exchange all too common. On the other hand, these things can be easily handled — and even turned into a huge positive — if company leadership is aware of it. And, not just aware but willing to…
Over the past two posts we’ve discussed how to effectively deal with those who interrupt us, whether during normal conversation or in the midst of a disagreement. I’ve enjoyed the responses and the suggestions from everyone. Thank you. Just as important is to make sure we are not the person doing the interrupting. This was…
Last post we looked at one way to respond to an interrupter that will help train them to discontinue that action. This, without our coming on too strong and making them feel defensive; thus losing any chance to communicate effectively and — if the situation calls for it — to eventually persuade them to our…
Have you ever been in a discussion with someone in which they constantly interrupted you? Frustrating, isn’t it? You wish to make a point, but they are so passionate about their view, they interrupt you the very moment they hear a word or phrase with which they disagree. This, of course, is contrary to one…
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