In Leadership YOU are the Brand.

Consider the following metaphor: Your leadership is your company’s brand. To customers you and your brand are a promise of what to expect from your organization. This is “brand reputation” and what carries you in the market place. Internally the same brand communicates to your employees what they can expect from the company. This is called [...]

How To Build A Customer Service Star In Two Seconds

In the fall of 1983, around 7:00 pm, I was about to start my first class at an adult education level, a program called something like “Basic Skills for New Supervisors.” Looking around, the class was filled with all men, mostly in their early twenties, plus a few guys probably close to forty. The company [...]

The Sales Essays Volume #2

The Tomatoes Ate Your Profits Here is a tale of how to not lose your lunch and your profits. Late last year I was in Calgary  touring some of our operations  where I met a potential new sales representative. An arrangement was made to meet at the local eatery and have a “get to know [...]

Customer Service Super Star – Case History #1

Customer Service Super Star Case History Number 1: Auto Shop Shocker My daughter was in a small car accident and thankfully she was not hurt. The other driver quickly admitted 100% fault, so off to the auto body shop she went. While at the auto body shop my daughter asked for a few other things [...]

Accountability, Anaconda Style

Leading by Leaning or… Accountability, Anaconda Style “Watch out guys, here comes the boss. Look busy.” Unfortunately, the above is a common statement in many businesses and if you are not sure what this is a sign of, let me tell you. It is the sign of failed corporate culture, bad management, missing accountability and a tangible [...]

Is A Coffee Card Networking’s Secret Weapon?

In the last three weeks our company has secured three major new clients. What’s unique is that each of these clients was referred to our company by a past or current client and our cost to land each one was just a cup of coffee. How networking skills and a Coffee Card can be the [...]

It’s Dollars Not Deals

Once again I have been witnessing an exchange of opinions on how to account for sales performance, this time taking place inside a Linked-In™ sales management group. I continue to be amazed that anyone who calls themselves a “sales professional” would engage in using a “deal count” as a “sales close ratio”. The bottom line [...]

What’s Today’s Challenge?

In just the last week we have encountered the following sales client challenges: How to find qualified, self-motivated sales staff? When to hire, who to hire? How to manage the post application process for internal candidates who applied for sales positions but did not get selected for the position? Who to send to a major [...]

The Trust Factor

When I have dark moments of self-doubt (and I do) and question my direction, value, skills etc… I cut the negative process short and head instead for the “Red Tin”. In this “Red Tin” I keep the original copies of every recommendation and/or testimonial I have ever received going back to the 80’s. If you [...]