Sales & Marketing

Why Prospects Don’t Answer Their Phone—and How to Change Things

Answering your phone can be a dicey experience these days. Having some off-beat, unhelpful caller waste your time—or worse, insult you—can spoil a good day. If you have a sinking feeling some of your salespeople may be making such critical mistakes (or heaven forbid, you yourself have tried these call openers), pass on this warning: [...]

2018-06-12T04:36:13+00:00 By |0 Comments

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 |Comments Off on 5 Communication Practices to Revolutionize Customer Service

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 |Comments Off on Understand Their Frame of Reference to Get Your Point Across

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