Monthly Archives: March 2017

In sales, you must be relentless. You must never stop fighting for your client. You need to dig deeper. You need to make sure. You must not settle for anything probable. The minute you stop thinking relentlessly is the same minute that your relationship is at risk.

Every once in awhile, you’re going to hit a wall. You’re going to feel like, no matter how hard you push, it isn’t budging. Or, no matter how high you climb, the wall just keeps getting higher. Then you’re going to start to doubt yourself. You’re going to think about quitting. This will happen. TheContinue reading “There Is No Wall”

Some businesses offer this. Yes, it’s great to tell your customers they will be fully refunded if they are not completely satisfied.  In fact, a strong guarantee makes the sale much more likely.  (Side note: If the guarantee is not full of holes.) But what if you were honest and realistic up front, instead?   “We messContinue reading ““100% Happiness Guarantee””

Everyone on your team has a unique best possible version of themselves. Don’t be tempted to transforms Johnny into another Celia. Johnny can learn from Celia, but he’ll have to incorporate his own style into the work.  Your customer service will be awesome if every team member trnsforms themselves into their best selves. That isContinue reading “Best Possible Version”

… is something that anyone else in your organization has to do first. I could have ended that blog post right there, plain and simple. But the point is worth expanding and, I fear, not always recognized. We’re all standing around and waiting for you, so that we can do our jobs.

Except, it is likely. Bad things will happen. The economy will take a dip. Big customers will leave. Markets will shift. Competitors will (tey to) copy and undercut you. Your plane may not crash (literally or figuratively), but, if you’re prepared for one, you’ll be ready for anything. You can diversify now. And, you canContinue reading ““In The Unlikely Event …””

When you’re clear about what is expected right now, there is little room for misunderstanding later. ‘Right now’ can be at the very beginning of any relationship or project. ‘Right now’ can also be in the middle. When things aren’t going the way you expected, it’s never too late to pause and reset expectations. IsContinue reading “What Is Expected Right Now?”

Customer: “Hi Matt. Do you sell ____?” Me: “No, we do not sell ____.”  Customer: “But, I really can only use ____, not the one you have now.”  At this point, I’m given a choice. Fill in the blank, or, risk losing the customer. It’s possible the customer will shop for everything elsewhere after this. Continue reading “Fill In The Blank”

I tend to over communicate down, and under communicate up. That means, I can probably let some of my less experienced colleagues do more talking. And, I should probably ask for more help from those who can help me, rather than ‘trying not to bother them’ so much. Why might you care to know thisContinue reading “Do You Talk Too Much, Or Too Little?”

There are some times when you have 20 ‘things to do’, time perhaps to do 5 (well), and then, something walks in the door that topples all of that on its head. This is when you feel like there is just no way you are going to get anything ‘done’, because it’s just too much.Continue reading “Surrender”