Posts tagged as:

sales management

Customers are just like US…so, why don’t we treat them that way?

July 20, 2011

So, I’m sitting in the hotel cocktail lounge having a drink, watching the attendees of a conference mix and mingle, connect and commiserate. In my line of work, I have seen this a thousand times — it happens at every business function. Each convention requires a time to get the troops together and socialize. (It’s [...]

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When do you make a change?

10 comments January 4, 2011

While I try to not overuse sports analogies, it’s important to notice the decision this past weekend from the owner of the NFL’s New York Giants. John Mara announced that coach Tom Coughlin’s job was safe, even though the Giants failed to make the playoffs. “I’m obviously disappointed we didn’t make the playoffs,” Mara said. [...]

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How did your organization live its values TODAY?

3 comments December 14, 2010

I was in the middle of writing this post, when my friend @MikeCane Tweeted a blog post that hit me between the eyes. The Hole in the Soul of our Culture: part 1 from Tara Hunt is filled with great observations and challenging insights. Here’s the fundamental point I was writing, and which she expresses [...]

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It was thirty years ago today…

3 comments December 7, 2010

Monday night was always laundry night. I was a radio personality at 1010 WCSI radio in Columbus, Indiana. On Mondays, I always washed my clothes, put up the ironing board in front of the television, popped some popcorn, and spent the evening doing chores while watching Monday Night Football on ABC. It was all a [...]

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More the same than different…

1 comment November 24, 2010

It was a great question, asked near the conclusion of our Business Transformation Seminar in Bangkok, Thailand yesterday. “What major cultural differences do you see from one nation to another in regards to customer service?” It must be a part of the psychology of human beings to believe we are different from those individuals or [...]

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What this year’s Oscar race can teach us about business…

5 comments February 28, 2010

***UPDATE: My favorite Senior Vice President of Marketing, Shelley Erwin — at McKain Performance Group, of course — just reminded me that many of our readers are on corporate servers blocked from accessing YouTube. Therefore, I’m adding a quick summary of what the video is all about… Since the early 1940′s, the folks behind the [...]

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A tale of two experiences…

6 comments January 22, 2010

Over the years on this blog, I have certainly made no secret of my love for Morton’s. I repeatedly mention I find it hard to beat their incredible combination of friendly servers, terrific menu selection, and excellent food. However, one night this past week as I was traveling on business, my family and I had [...]

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Who receives the “Ultimate Customer Experience”?

15 comments September 26, 2009

At 6:38pm on Wednesday evening — over an hour and a half after our office has closed for the day — a person in the speaking business calls my toll-free number, and leaves a message. Our system is set up so that voice mails are forwarded to our cell phones at all times. We want [...]

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