Have you ever seen kids playing a game of American football on a playground? It’s pretty interesting because what they do could actually teach senior management at many companies a core secret to creating “inspired performance”. Of course inspired performance is when employees are totally committed to their company, their team and their customers. It’s [...]

Studies continue to show – customers who have a problem that is resolved quickly and properly are likely to develop more loyalty to a business as opposed to a customer who never had a problem. Yet often still, many businesses operate with a complaint/problem resolution system that is so complex, not even the staff is [...]

The difference is night and day.  One transaction takes place where the salesperson makes an introduction by offering me their name and asking for mine and another takes place with no introduction at all and gets right to the sale.  In the first, I feel important and appreciated.  In the latter, I feel like just [...]

Some of the best managers use a technique in interviewing that I like to refer to as spider webbing. Spider webbing has many different names or references, but simply put, it is listening to the interviewee’s answers and asking questions from those answers. In business to business sales, this is most commonly referred to as asking [...]

“This one step – choosing a goal and sticking to it – changes everything.” – Scott Reed I’m going to lose 10 pounds…I’m going to work out 5 days a week…I’m going to eat healthy.  Does that sound like something you said to yourself or told everyone around you when you were enjoying the holidays [...]