How often do we say our decisions or policies are made for the benefit of the customer when the reality is they are self-serving? In business, one of the keys to fostering long-lasting relationships is transparency. People may not like specific policies or decisions, but they will accept them when they are carried out openly and honestly…
Read MoreTag: sales practices
3 Critical Components of Your Web Strategy
Customer shopping expectations are racing ahead at light speed. We are at the point where buying online is often simpler and preferred over talking with a person. When that happens, new value is created and a new buying preferences are formed. To build your business, you must leverage your relationships while participating in the burgeoning…
Read More3 Things Your Competitors Can Teach You
Competitive research is important, but it can be hard to find time to do it. Trusting someone else to summarize for you can leave important holes in your understanding of competitors’ strategies and processes. I want to make sure I’m clear about who I am and where I fit into the marketplace, as well as…
Read MorePractice Agility
Most salespeople are extremely agile. Extremely agile. Salespeople want to say “yes” to anything. Agility is critical to success in sales. A great process is critical, too, but being flexible to meet each customer’s needs is equally critical. Agility often breaks down once you get past sales. Operation teams often are far less agile by…
Read MoreWhy You Should Avoid Vanity Metrics
Every business has metrics, but too many use vanity metrics that make them feel good about what is being done rather than providing insights to be better. For example, we’ve all suffered from the call center that is so focused on wrapping up the call rather than resolving the problem. Why? Because the more calls,…
Read MoreWhat Experience Do You Deliver?
How would your clients describe the experience of meeting with you? How do they feel as you walk out of their offices? How do they feel about your impending appointments to see them? Here’s the toughest question for you to ponder. I want you to think this through thoroughly. If you are part of a…
Read MoreRainmaker Sales
So, you want to be a rainmaker? Doesn’t everyone in sales? While rainmakers make it look easy, it is not. Rainmakerdom does not come without laying solid groundwork and building trust and relationships. Sometimes this groundwork is many years in the making. Below are solid tips to consider in your hunt for the coveted title…
Read MoreA Very Powerful Question
As I returned my Alamo rental car in Newark, N.J., recently, an employee asked if I had any issues with the car and how my trip was. I said, “Fine,” and was prepared to get my receipt and walk to the terminal. Instead, I was legitimately surprised by a simple question: “Could we have done…
Read MoreSelling in the Zero Moment of Truth (ZMOT)
Zero Moment of Truth (ZMOT) is about being there whenever and wherever your client might be receptive to your message. It used to be far less complicated to be in sales, especially in the promotional products industry. If you had the relationship, you were the clients’ resource. Your marketing primarily consisted of sending a catalog…
Read MoreScary Stuff: Innovate or Die
What are you going to do in 2016 that is going to make you even more relevant in 2017? What are you going to do to create the customer experience needed to ensure that you can compete and flourish long term? Are you going to curse the online challengers who are driving you crazy? Or,…
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