Education is core to our business philosophy

Have you ever experienced being in the metaphoric bucket that some business create because of bad customers? That place where we all get stuck because of a policy that was designed to handle a few bad customers. Most of us have, and it is beyond frustrating and it happens all too...

Customer defections happen all too often and are often caused by sloppy strategies, a lack of training and poor leadership. A customer makes two decisions, the first is the one to start doing business and the second decision is to stop doing business. When a customer defects, b...

Freud believed that personalities are broken into three components: id, ego and superego. The id being the part of our personalities that provide our animal instincts - things like satisfying hunger or sexual desire, for example. The superego is the component that tells us to do ...

Great ideas are the driving force behind a business’s success. However, for an idea to truly flourish, it must progress through several critical stages: concept, planning, buy-in, implementation, assessment, follow-up, and modification. How often have you or your team conceived ...

Why are willing to pay $150 for a meal at Ruth’s Chris Steakhouse but not at Denny’s? Because of perceived value. Consumers are constantly evaluating cost vs perceived value using an undefined formula to arrive at a justifiable price. One could attach a formula to that process to...

Just exactly what is strategy? By definition, strategy is a plan of action or policy designed to achieve a major or overall aim. It has always amazed me that many businesses do not have a clear operating strategy. They exist on what has worked in the past, and that’s good enough....

Emotion by definition is a natural instinctive state of mind deriving from one's circumstances, mood, or relationships with others. Understanding how emotions affect revenue will help you grow your top line and achieve higher profits. Many businesses fail to understand how their...

Are you memorable? Is your business memorable? Are your employees memorable? You may very well be memorable, but unfortunately the memory may be negative. The way a customer remembers you is either positive, negative or indifferent. Which type of memory your customer has is entir...

What does it take to be fearless? Associates of mine have always had the impression that I fear nothing. That certainly is not true. I have never been fearless. What drives me through the fear is an internal voice, a voice which has the power to propel me to success. Equally, my ...

I am sure you’ve heard expressions like this to describe salespeople: “That person is a born salesperson,” or “They could sell ice to Eskimos.” To me those sayings are what is wrong with sales, and why studies have shown it to be one of the least desirable careers to go into. Dan...

Who is on your sales team? The answer goes way beyond the people that are actually on your sales team. Each and every employee in your organization is on your sales team. From the receptionist to the cleaning crew all the way to the top of the company, everyone is selling your bu...

This is certainly an interesting question. The answer is both. The problem is all too often the salesperson’s approach and is presented from a completely logical perspective. Upon first review it seems to make sense to present logical reasons why a prospect should buy your produc...

Being in the business world for over thirty years, I have always marveled at people’s success, and one of my first questions when meeting someone new has been, “What made you select this occupation, or what gave you the inspiration to start your business”? Overwhelmingly, the res...

Being a person that is willing to speak up takes courage, especially when interacting with a superior. Are you willing to speak up or are you overshadowed by an overbearing egomaniac? Or, are you a supervisor or an authority figure that makes subordinates feel afraid to speak up?...

What's the first thing you notice when you walk into a business, restaurant or home? What do you see? Do you see a place that’s inviting, or a place that needs work? Is what you see professional-looking, hip, trendy, or is it disorganized and outdated? Does what you see meet or e...

Have you considered how others see you? In business or online? How are you showing up? A photograph is the fastest way to convey a message without words. What I am talking about is your BRAND. The definition of brand : A brand is a name, term, design, symbol or any other featur...

The keynote at a major sales event in Puerto Rico was to be delivered by the chairman of the board. He would deliver the same speech in a second event for corporate and regional sales-people in New York a month later. Due to a schedule conflict the chairman chose to send his spee...

Keeping good customers, long term, is the goal of every organization. For a small creative company, in a very highly competitive environment, to keep large fortune 500 clients long term, (over 25 years), is rare. American Airlines, NCR, and a few others were clients for over 30 y...