Sep
07

Career Success and the Need for a Sense of Urgency

by

I recently built a small website for a private customer which represented about three days work over a week or so. The customer (also a friend) had mentioned he wanted a website quite a few months earlier however after a few follow-ups he told he had put the project on hold. From our conversations I… Continue reading »

1 comment

Aug
19

Career Advice: You’re Never Out to Lunch – Telephone Diplomacy

by

Obviously we all go to lunch on most work days however when our staff are explaining why we can’t take a telephone call they should never say we are “having lunch”, “in the lunchroom” or “out to lunch”. Actually the information that inept staff or colleagues will offer over the phone is often astounding. In… Continue reading »

Leave comment

Feb
12

Salesperson’s checklist part two!

by

HAVE YOU DESTROYED THE SALES SCRIPT AND STOPPED PITCHING? Helping the prospect through the buying process should be a conversation not a one person narrative. If you are using a script you are probably not listening to the customer nor understanding their wants… you are just pitching and pitching isn’t selling. Are you working very… Continue reading »

1 comment

Jan
21

SIX ESSENTIAL TIPS ON HANDLING CUSTOMER COMPLAINTS

by

The hardest complainant type first: If a customer is abusive you must to make you first goal to calm the customer’s temper and take control of the situation. You need remain open and friendly, stay calm and keep your voice low and controlled. Tell the customer you are interested in his/her complaint and say ‘in… Continue reading »

1 comment

Oct
21

Sound Advice from Jack Welch

by

“The Economist” Magazine once described Jack Welch, the ex-boss of General Electric as… ‘the man who has some claim to being the world’s most successful manager of the past quarter century’. A few quotes I have collected over recent years may give us some insights into the issues we as managers need to consider; ‘the… Continue reading »

Leave comment

Sep
20

Seven Things You Must know About Your Customers by Clate Mask

by

This is a recent email I received from Clate Mask CEO, Infusionsoft regarding the & “things” you must know about your customers: 1. Their Name- Nothing speaks to an individual faster than their first name. Use it to build your relationship with your customer. 2. What They’ve Purchased- If you know what your customers purchased… Continue reading »

1 comment

Jul
19

Sales and Selling – a letter from Gary Wilson

by

Hi Ric, This is something that I have learned about selling and customers. “When your selling something first you need to make sure that it meets the needs [or wants] of people you’re trying to sell to however remember that no matter what… “your customer is always right”. You need to build a good relationship… Continue reading »

Leave comment

Jul
17

The importance Developing the company’s Sales Culture

by

A) The view from Todd Cohen’s Sales Culture Blog Comment” “When I think of sales culture, it means that every person in the organization, from the CEO to the receptionist to the shipping clerk understands that WE ARE ALL IN SALES.” – Eric David.  ([Todd] thanks Eric, my sentiments exactly!)… [and mine as well Ric]… Continue reading »

Leave comment

Jun
19

Staff and customers a volatile mix – achieving great customer service standards!

by

Some basic must do’s Staff must be trained and tested to ensure they can effectively communicate both orally and in writing. If you can’t invest in hiring or training great communicators at least design a broad range of idiot proof form letters that cover common situations and have a senior manager vet them before they… Continue reading »

Leave comment