01/24/08 - 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, bound...

01/24/08 - 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 folk...

01/24/08 - Formula for Business Success: Exceed Expectations = Managing Customers with Care You don't have to be Einstein to realize that, relatively speaking, you must manage y...

01/21/08 - In the Star Wars movie's famous bar scene you knew, by appearance, what zany character was sitting beside you. Each character had a distinctive look. Yet in today's meeti...

01/21/08 - How Are You Known in the Marketplace? How does the world see you? It may not be the way you see yourself. Either way, it's time you find out! Recently I typed my o...

01/21/08 - By now you know that objections come in all shapes and sizes. Your challenge: avoid taking them personally, recognize them as part of the sales process, and learn to tran...

01/21/08 - Our workgroup was in the middle of a spirited brainstorming session - a free form session where creativity is encouraged, judgment is suspended, and the best ideas often ...

01/20/08 - Test your customer service knowledge and learn how to be a service ace by picking the correct answer to each of these 10 questions. 1. A complaining customer is:

12/01/06 -

Many tim...

12/01/06 -

Most...

12/01/06 -

Many of today's work environments are rife with moody bosses and co-workers, ...

09/21/06 - It's said nobody likes a complainer. I beg to differ. In customer service a complainer is doing you a favor. They are the extension of your research, testing and quality ...

09/21/06 - When you speak, do people listen? You don't have to be E.F. Hutton to command attention and respect in the workplace. But you do have to be credible. Credibility in th...

08/21/06 - Story Tell, Story Sell! Leverage the power of storytelling to showcase and sell skills, values and experience with short, powerful success stories. Nothing succeeds...

08/10/06 - While companies focus thousands of dollars on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor inte...

08/10/06 - Sales is about success. Yet between every success you'll likely experience rejections. It comes with the territory. Every salesperson I know professes to eat rejection fo...

08/10/06 - You've seen it in every classified ad and most job descriptions: must have excellent communication skills. Even worse, once hired, it reappears annually each review perio...

08/10/06 - DOES IT SOMETIMES SEEM AS THOUGH DECISION MAKERS are residing in a gated community? Learn how to bypass gatekeepers (GK) ﾗ those professionals who "guard" the decision ma...