06/24/10 - As a customer, you've no doubt received scads of sales pitches from companies trying to sell you something; the vast majority of which you ignore, tune-out, or reject out...

02/23/10 - "The problem with my salespeople is they're not cold calling enough!" That's the concern I hear most often from sales managers and business owners when I speak at conven...

10/14/09 - Over my 17 years of providing customer service training and presentations for clients, I've noticed a bizarre phenomenon when it comes to motivation. When employees are t...

07/27/09 - Is what you do for a living perceived by potential customers as being a mere commodity; more or less the same as others in your profession? When that happens, customers ...

07/07/09 - If you and your employees aren't trained on effective ways to upsell, chances are you either offend customers by being too pushy, or leave money on the table that custome...

07/07/09 - If you're serious about strengthening customer loyalty, consider this management lesson I learned from an odd source - a car wash attendant. He asked me a question that c...

07/07/09 - In the days before email entered our lives (up till the mid 1990's) the most pervasive interruption for the average manager was a ringing phone. Even then, more managers ...

07/07/09 - As a manager or sales professional interested in boosting revenues, you've no doubt heard the expression, 'selling is a numbers game'. The idea is that the more potential...

07/07/09 - Staff retention a concern? Consider this scenario. Imagine you're a front-line employee working at a mundane job. It's so boring you simply go through the motions. You're...

07/04/09 - When corporations ask me to train their employees on enhancing customer retention, I find one skill-set that is frequently weak -- how to diplomatically give customers ba...

07/04/09 - When it comes to dealing with dissatisfied customers, most business owners and managers believe that money back guarantees and/or exchange policies will fix the problem. ...