Evaluate Your Customer

When a customer walks into your office, don’t sell them the first product that comes to mind. Sit them down and evaluate their needs, than sell them the products that meet their needs.

I once worked with a guy in the banking industry, who was one of the best at explaining the benefits and features of our products, the only problem was, he was spending so much of his time explaining, but never selling anything. (more…)

In the past few years, the anti-corporate movement (including those opposed to globalization) has gained a bit of steam.  What many people in the movement promote now is called Corporate Social Responsibility (CSR), the idea that corporations should be responsible to all of society and the environment, as well as to shareholders.

It’s a shame they’ve gained momentum. After all, without modern corporations we would all be poorer, and in particular, few of us could expect to retire comfortably. More than anything else, modern corporations exist to provide pension income. (more…)

When you listen to a customer (or co-worker, spouse, significant other), your brain is constantly making hundreds of assumptions.  Each word, inflection, and tone of voice is interpreted, but not always as the speaker intended.  Research shows that 2/3rd of all employees feel management isn’t listening.*

We all think we know how to listen, yes?  The fact is that very few people know how to truly listen.  In our earnestness to serve, we get pulled out of a conversation by preparing for the answer while the other person is still talking.  We wait for a pause and when the person takes a breath, we jump in to improve or remedy the situation.   (more…)

Effective leaders are known for being excellent communicators. Here’s what to do.

1) Avoid “Not.” Negative talk encourages arguments, counter attacks, and attempts to solve your problems. It also creates a negative impression. For example, when you say, “I can’t,” you appear helpless and ineffective. Instead, talk about what you can do and what you want.

2) Deal with impossible requests by 1) acknowledging the request, 2) empathizing with the other person’s feelings, 3) saying, “I wish I could fix it.” and 4) suggesting a reasonable alternative.” For example, imagine that you work at a resort and it is raining. A guest walks up to you carrying a golf bag, slams it against your desk, and shouts, “This place stinks! I spent thousands of dollars coming here and it’s raining.” (more…)