I enjoy many of the posts my friend, Alice Flanders shares on her Facebook page. She often posts stories regarding incidents in her life. Many are funny; some are sad. There’s usually a lesson containing some very fine wisdom, although I’m not she sure always realizes it. She’s a much better teacher than she thinks…
Yes, I heard it again; while a young kid talked endlessly, a person nearby, with a wink in his voice, commented that “he’ll be a good salesperson one day.” As I grow older and wiser (first one a definite; second one debatable) I find there are fewer and fewer phrases that elicit within me a…
In the previous post we saw that not everyone who we believe will benefit from our products or services will choose to buy. And, while we cannot be emotionally attached to the outcome and still be effective, we can still do our best to help them. The key is to both understand and respect the…
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…
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