The days of the boorish salesman portrayed in the 1992 film Glengarry Glen Ross – where the mantra “Coffee’s for closers” was used to both recognize success and admonish poor performance – are gone. Certainly, there are still unscrupulous salespeople and gullible buyers. But it’s safe to say that today’s consumers
Yesterday I was asked for my opinion about which key performance indicator (KPI) was the most important. I think if you ask five different people who work in the space, you may get five different answers. As important as overall satisfaction, value for price paid, intent to return, and a
I recently developed a learning activity for a client who wanted his team of 60 commercial property managers to recognize the influence that biases, preconceived notions, and assumptions had on the quality of their tenant interactions. My client was motivated by the recurring conflict that arose whenever property managers had
My customer service philosophy is predicated on the truth that exceptional customer service is always voluntary. Employees don’t have to deliver it, and most don’t. But what do employees have to do? They have to execute mandatory, assigned job functions (duties and tasks associate with their job roles). Employees must
Last month I presented three breakout sessions at a client’s annual leadership meeting near Chicago. The meeting was held at the Loews Chicago O’Hare Hotel and the audio-visual production company was PSAV. First, let me say that I’ve worked with top-tier A/V production companies on large stages from New York
With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. My reaction was to reply with insights into the rapid growth of consumers’ mobile connectivity across socioeconomic categories and the impact this trend is having on the
My next-door neighbor, Behzad, has an interesting story. Although he was born in San Antonio where his father was stationed in the Army, his family returned to their home country of Iran when he was still a baby. In 2006, at the age of 25, he returned to the U.S.
The following post contains a recent interview by Erica Marois of ICMI: 1. In your book you mention that 80% of companies claim to provide superior service, while only 8% of customers agree. Where are companies missing the mark? Too many companies focus exclusively on teaching their employees WHAT to
I recently struck up a conversation with my insurance agent, Kevin, about the link between customer service and sales. We both agreed that the line separating these two distinct disciplines is fuzzy. Where does customer service stop and selling start? Kevin said that while his company tends to reward agents
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