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QUESTION: Why does lousy service occur? ANSWER: Lousy service happens because (big) companies don’t understand people OR training. I am amazed at how many times someone in a service environment delivers lousy service. And it’s often not just lousy – add rude, offensive, abrasive, defensive, maddening, and most of all disappointing. GREAT NEWS: It doesn’t […]
How do you define the word ‘reflection?’ At the moment I’m sitting outside on a sunny day overlooking the Pacific Ocean on the Oregon Coast. The venue is called Lighthouse Beach because the Cape Arago Lighthouse is the prime visual attraction. Or is it? Actually, the ocean waves are pounding against the beach and the […]
Look at More: A Proven Approach to Innovation, Growth, and Change by Andy Stefanovich About the Book Look at More by Andy Stefanovich details a framework for unleashing an organization’s creativity to develop new products, build brands and audiences, and grow market share. Andy’s framework specifically targets the liberation of the ‘5Ms’ of innovation: Mood: […]
The answer is ‘assertive.’ It’s the best strategy for engaging, establishing control, proving value, creating a buying atmosphere, and forging a relationship. I define assertiveness as a state of mind and a state of preparation PRIOR to implementation in a sales call. CAUTION: This writing assumes (a bad thought process in sales) you have both […]
“Such seems to be the disposition of man, that whatever makes a distinction produces rivalry.” Dr. Samuel Johnson (1709 – 1784) English writer
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