Sales & Marketing

5 Communication Practices to Revolutionize Customer Service

These two recent customer service experiences are all too common: Scenario 1—Failure to Follow-Through: To ask a question about my life insurance policy, I called the two agents who sold it to me. (Their names are listed on the statement the company mails to me quarterly.) I discovered that Joe retired 8 years ago; Helen, [...]

2018-05-21T19:56:10+00:00 By |0 Comments

Understand Their Frame of Reference to Get Your Point Across

Recently, I called a property-tax reduction firm about protesting my property taxes. The form downloaded from their website requires homeowners to list renovations done on their home, along with accompanying photos and receipts. I was puzzled. Didn’t renovations INCREASE rather than decrease the value of a home? How would knowing about renovations help the firm [...]

2018-05-15T01:35:31+00:00 By |0 Comments

Unusual Persuasion Tactics You’ll Find Hard to Believe

(This blog first appeared on Forbes.com here.) Life unfolds as a series of persuasive interactions—to get a date, a mate, a job, a promotion, a sale.  What can you do to influence how others think or act as a result of your encounters? Here are 3 counter-intuitive principles of persuasion that most people find hard [...]

2018-04-16T19:13:02+00:00 By |Comments Off on Unusual Persuasion Tactics You’ll Find Hard to Believe

Do You Hear the Shocking Sound of Silence From Customers?

Some silences can be more painful than others: The thank-you note that never arrives. The dinner invitation that goes unanswered. The job interview request that’s never returned. The re-order that fails to come through. Paul Simon’s famous “The Sounds of Silence” always puts me in a melancholy mood—seeing a world of bleakness, where people fail [...]

2018-02-28T21:13:00+00:00 By |Comments Off on Do You Hear the Shocking Sound of Silence From Customers?

5 Words Leaders Seldom Use—And What to Choose Instead

The essence of leadership is communication.  As a leader, your words have the power to motivate or demoralize, inspire or discourage, clarify or confuse. The language of leadership matters a great deal to how your team performs. Many would-be leaders discover that it’s often subtle things about their communication that keep colleagues and supervisors from [...]

2018-02-28T21:13:00+00:00 By |Comments Off on 5 Words Leaders Seldom Use—And What to Choose Instead

MORE on How to Handle Hostile Questions—Part 2

Handling hostile questions can be more than an uncomfortable five minutes with your project team or an embarrassment with your executive officer. If fumbled badly in a highly visible setting, these questions can stall or end your career. I’ve seen it happen. Last week’s blog presented two techniques for responding to these tough questions. Here [...]

2018-02-28T21:13:54+00:00 By |Comments Off on MORE on How to Handle Hostile Questions—Part 2