Blog

The Definition of Excellent Customer Service

There are a number of companies who pride themselves on providing excellent customer service — touting awards, testimonials, and rightfully proud of their ability to handle a crisis, restore service, and make right whatever is wrong. And yet, this has...

Who’s the smartest kid in school?

In school we’re taught to answer questions. Getting 100% on a test, being first to raise your hand, and writing the correct answer on the board generally means you’re the smartest kid in the class. But is it the answers...

Which sales rep would you fire?

Here’s your limited scenario: You’re a Regional Sales Manager in a $300M technology company.  The fiscal year is weeks away and next year’s plan requires a reduction in staff. The VP Sales just called to let you know your head...

Here’s the competitive analysis B2B sales teams need to compete

Every company engaged in complex sales should invest energy in periodic competitive analysis.  Many do, but most competitive analysis given sales teams is lacking in its worth to arm sales teams to compete. The bulk of most competitive analysis is...

10 slides to a better sales presentation

“It’s a complicated offering and we really can’t get through it in less than an hour.” That’s what I was told by a start-up technology company I met with at the request of a friend. My friend, the majority investor...

Playing without regret

I coach a lot of youth sports — high school and club soccer.  One of the mantras I have is play without regret. Playing without regret means when you look back at the game, you don’t regret anything you did...

B2B lead generation via email: Two thoughts and three big picture tips to get the most out of it

Email. I expect each of us has an opinion on the subject of the worth and value of email marketing, especially as it relates to B2B sales in general and complex sales in particular.  I also expect those opinions would...

Three tips to build rapport and open a meeting

Rapport is important in sales, especially face-to-face sales. It’s been said time and again sales is about people and people buy from people they like. Without picking that thought apart, I agree it’s generally true. People buy from people and...

10 tips to manage a customer crisis

I recently had an interesting conversation with a client about customer service. In particular, the discussion was about managing a customer crisis. Here are 10 tips I suggested for future reference: Stay Focused. Every problem has three issues – how...

The mistake of coaching the activity, not the game

You see this in youth sports all the time — players being coached on how to perform the activity correctly.  This is when coaches are focused on whether or not the player rounded the cone or how straight the line...