Month: June 2019
When I wrote the Complete Idiot’s Guide to Great Customer Service, we interviewed people at companies with exemplary customer service. As a part of the process, I spoke with Hertz’s vice president of reservations in Oklahoma City, and he shared a story with me that I have not forgotten. Hertz did a survey of top…
I had the joy of spending this past Father’s Day with my daughter, and at one point she told me about a difficulty one of her friends was experiencing. She wondered if I could help him with a deal he hadn’t been able to close. From the conversation with my daughter, I concluded that he…
Pessimism tends to get a bad rap. In fact, top-producing sales execs exercise a fair degree of pessimism. It is the sales reps who are overly optimistic that often fall short of their goals. The sales execs who make pessimism work for them think about potential obstacles and then leave no stones unturned to make…
If you want to influence others, gain new customers, or increase your sales to current customers, selling change is a key skill to master. The better you are at it, the more velocity you will gain in closing more sales—faster. Customers are often reluctant to make changes due to perceived risk. Whether you want someone…
When I wrote the Complete Idiot’s Guide to Great Customer Service, we interviewed people at companies with exemplary customer service. As a part of the process, I spoke with Hertz’s vice president of reservations in Oklahoma City, and he shared a story with me that I have not forgotten. Hertz did a survey of top…
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I had the joy of spending this past Father’s Day with my daughter, and at one point she told me about a difficulty one of her friends was experiencing. She wondered if I could help him with a deal he hadn’t been able to close. From the conversation with my daughter, I concluded that he…
Read More
Pessimism tends to get a bad rap. In fact, top-producing sales execs exercise a fair degree of pessimism. It is the sales reps who are overly optimistic that often fall short of their goals. The sales execs who make pessimism work for them think about potential obstacles and then leave no stones unturned to make…
Read More
If you want to influence others, gain new customers, or increase your sales to current customers, selling change is a key skill to master. The better you are at it, the more velocity you will gain in closing more sales—faster. Customers are often reluctant to make changes due to perceived risk. Whether you want someone…
Read More