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Stop Slingin' Slang! Prospects and Clients Leary of Loose Language
Despite attention to four-color brochures, meticulous grooming and letter-perfect newsletters, consultants constantly undermine their hire-ability and employees hurt their promotability through sloppy language skills and inappropriate word choices in... FROM TOLD TO SOLD! Leverage Your Stories to Resonate with Prospects and Customers
Have you ever heard a story that could have been about you?
Ever heard a story that reminded you of another one?
What about a story that sounded vaguely familiar?
Welcome to the power of story.
Unlike facts and figures, that often leave us cold... Forget the Fockers…Meet Your Customers!
How much do you know about your customers? Do you know what makes them happy? Mad? Restless? Let's face it…you should! Businesses often operate in ignorance of what their customers like or dislike, ignore and abhor. To ensure retention, pay attention... SIGNS of Service: Master "Sign Language" to Communicate with your Customers
I was visiting a client for the first time, the Union Sanitary District, 40 miles from my office in the San Francisco Bay Area, in an industrial part of Union City, bounded by swampland and factories. But I was far from lost.
- As I exited the fre... Who's In Charge of Your Meeting?
Do any of these things happen at your meetings?
* People arrive late
* people leave early
* someone yells BINGO in mid-meeting
* People are unprepared
* A key person is absent
* Someone asks for a pencil or pen
* People mysteriously get page... Free for the Giving: The best things in service situations are often free
You may think customer service requires a huge capital outlay: expensive training, high-falutin' CRM software, and thousands of dollar in expenditures Nonsense! The most important parts of customer service are free.
Here's my baker's dozen list of... Tag Lines Tell A Tale of One's Occupations
"What do you do?"
In our society this is the first question we’re asked, after "What is your name?" The real question is: “How do you answer this question?”
Do you tell people your title: clerk, programmer, driver, teacher, sales rep or recepti... Orchestrating Your Leadership
Recently I had the opportunity to lead an orchestra. It’s an experience I recommend to all. Admittedly, I had my doubts. With no formal training I wondered:
- Would I lead correctly?
- Would others respond, and if so, how?
- Would I look foolish... Improve Customer Rapport with Improv!
As we look for ways to improve our rapport with customers, clients and prospects let’s cast our gaze to improv — improvisational behavior popularized by those whacky folks seen in drama classes, theatre troupes, on the entertaining television show Wh... Einstein on Customer Service: E2=MC2
You don't have to be Einstein to realize that, relatively speaking, you must manage your customer expectations for optimal success.
Your customers are expecting. Is there a pregnant pause between their requests and your responses?
When we dial ...
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