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How Well Do You Communicate? I Don’t Hear You
“It is the recipient who communicates. The so-called communicator, the person who emits the communication does not communicate. He utters. Unless there is someone who hears, there is no communication....
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An Engaged Workforce Delivers Extraordinary Results
“People today are saying, ‘teach me, grow me, and if you won’t teach me and grow me I’ll go someplace else.’” - Sharon Jordan-Evans, Executive Coach One of the themes at the conference I attended last...
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Have you been encouraged to buy recently?
Can a very good employee make you money and bring in repeat customers? The answer should be obvious – yes they can – and they do! In my opinion the problem is not so much finding these “rainmaker...
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Law of Reciprocity
`Who says that customer service is dead? It’s alive and well! I found another exceptional employee the other night – a clerk in a Barnes & Noble Bookstore in suburban San Diego, CA. Here’s the...
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Don’t Blame Your Customers!
“A business without customers isn’t a business.” - Anonymous If you are running a business you know that your number one job is to attract and retain enough customers to remain viable. You need to...
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What is Your USP?
“Our faith in the present dies out long before our faith in the future.” - Ruth Benedict Do you know your USP? More important – do your customers know your USP? What – you may ask – is a USP? What does...
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WOW Your Customer! – The Power of One Front-line Employee
My birthday is this week and that always brings back many memories. I like memories. I like to tell stories of memorable experiences. And I like to hear about the memorable experiences that other...
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Learning from Experience
“Life is a succession of lessons which must be lived to be understood.” - Ralph Waldo Emerson On a recent airplane ride, I passed the time by reading “Sales Autopsy: 50 Postmortems Reveal What Killed...
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What Price is Right?
I was surprised to see this story on the front page of the Sunday New York Times: At Megastores, Hagglers Find Prices are Flexible It seems that “haggling” over prices has made its way from the street...
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The Magic of Hyper-Links
For some reason I missed this story when it was originally published in The Wall Street Journal: “Borders Tries About-Face on Shelves” – by Jeffrey A. Trachtenberg I am always on the look-out for...
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What Do Retail Sales People Do?
Consistently, the post on my blog that has been read the most is “Short-Circuit” City Admits Defeat. I criticized Circuit City for their decision to lay off their most highly compensated sales staff. I...
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How to price yourself out of business
Let me start by saying, “I love books!” I love to read them. I maintain a large collection of them. I mark them up while I am studying them. I prefer learning by reading books to learning from audio...
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10 Tips for Engaging Your Customers
“The customer only wants two things – show me you care about me personally, and tell me what you’re going to do for me now.” - Jeffrey Gitomer I recently discovered Chris Garrett’s Blog – “The Business...
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Simple, strategic questions
“Judge others by their questions rather than by their answers.” - Voltaire I found the perfect sequel to my previous post (“The difference between what and how”) I found it on Chris Garrett’s blog....
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What to do when your busness is under siege
“We keep moving forward, opening new doors, and doing new things, because we are curious – and curiosity keeps leading us down new paths.” - Walt Disney How do you compete with “free? That has been the...
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Can customers find you when they need you?
When you have a toothache, you call your dentist? Right? When your drain won’t drain, you call your plumber? Correct? But what if you don’t have a dentist or a plumber? Who would you call? Why would...
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