Listen First. Sell Later.
I was sitting in my family doctor’s waiting room this morning when a crazy idea flashed into my brain. Now, you should know I was fasting for the previous 12 hours so perhaps my brain was a bit addled. But, here it is and you can be the judge. Wouldn’t it be a lot of …
What If a Party Broke Out In Your Doctor’s Office? Listen Now »
I got a mailing the other day. You can see a photo of it here. It’s a self-mailer letter and envelope that has the following in bold type: PENNSYLVANIA BUSINESSES INSIDE: 11 FEDERAL AND PENNSYLVANIA REGULATIONS AFFECTING YOUR EMPLOYEES IMMEDIATE RESPONSE REQUESTED It also has an image of the state of PA and at the …
Walt knows how to run a bar and restaurant and he knows how to deliver extraordinary customer service. He also knows it is a lot easier and less costly to keep the customers you have than it is to find new ones. He makes it a practice to give his customers a drink on the …
Lots of people have made the decision to become self-employed. Some even decided it themselves without an ex-employer helping. I have the opportunity to talk with people in this group everyday about their challenges and the number one seems to be selling. By selling, I mean fear of selling, don’t know how to sell, and …
You may of heard of the terms hunters and farmers as they relate to salespeople. Farmers supposedly are the type of sales people who farm current customers. They call on their customers who give them repeat business. Hunters are at the top of the sales food chain (at least they believe they are) because they …
Bill is always looking for examples of extraordinary customer service but he says he doesn't experience it nearly as often as poor customer service. That probably does not qualify as breaking news to you. Bill says that when he finds extraordinary service he makes sure to recognize the person directly and also by letting their …
Is Complaining About Poor Service Windmill Tilting? Listen Now »
What is MS thinking? How many Windows machines do you think are still running the XP operating system? If you said millions you'd be correct. In fact, there are more machines running XP than running Vista. Vista was a dog and smart users never upgraded from XP which finally became a stable OS. The last …
What kind of experience do you create for your customers? When I think back over this past year, I remember the really exceptional and the really frustrating ones. The ones that were average tend to fade away which means the next time I want what they are selling, I might not think of them first …
Why hasn't Amtrak taken better advantage of this economy. You'd think that the combination of people watching what they spend and the airlines pissing more and more people off daily that trains would be a great (and welcome) travel solution. It hasn't happened. Same old service and too high of fares on their money making …
From the "You Can't Make This Stuff Up" column we have two stories today. The first took place in my backyard at the Lehigh Pub in Bethlehem, PA where an extremely intelligent restaurant manager had two of his patrons arrested for not leaving a tip. Yes, that's what I said. They refused to leave a …