|
It’s not what happens to you, it’s what happens within you |
|
|
|
|
Written by Marvin Montgomery
|
|
Monday, 20 May 2013 18:51 |
There will be many sales and customer service situations where you’ll need to keep your composure. If you react in a negative way, it can cost you a customer relationship.
Whether the customer says, “Is this your best price?” or they are complaining about the product or service they just purchased, remember – it’s not what happens to you. It’s what happens within you that really matters.
In other words, don’t panic! Remain calm and don’t become emotionally out of control. When that happens, you lose your ability to think and come up with a response. That’s when you say something that is inappropriate.
|
|
|
Written by Donna Rae Smith
|
|
Tuesday, 14 May 2013 00:00 |
In a world where success and happiness are equated with how many possessions we have, it’s time to seriously think instead about what we need to lose.
I learned this lesson many years ago. To the outside world, I presented a confident and cheerful face. I seemed happy. But, in fact, I was despairing.
Everything I attempted was hamstrung by harmful attitudes and beliefs that I had accumulated over the years like cherished possessions. I was constantly weighed down by negative and discouraging thoughts. For every seeming step forward, there were two steps back. I felt hopeless, and yet I had become so accustomed and even comfortable with this way of being, that it was hard to imagine anything else.
|
|
What is your face saying to customers? |
|
|
|
|
Written by Marvin Montgomery
|
|
Monday, 13 May 2013 00:00 |
When I was a manager for J.B. Robinson Jewelers, I would observe my salespeople out on the sales floor. Sometimes, I would walk up to a salesperson and ask them, “Is everything OK today?”
They would respond immediately with, “Yes, Marvin, everything is just fine.”
I would then respond, “If everything is fine, please let your face know. Because your face is saying that something is terribly wrong.” They were scaring my customers away with that look.
|
|
Call to give something, not to get |
|
|
|
|
Written by Marvin Montgomery
|
|
Monday, 06 May 2013 00:00 |
What was the reason for your last call into an existing client relationship? Was it to give something, or was it to get?
Unfortunately, a lot of calls into customers are to get something from them: requests for payment, contract renewal, information updates or documents.
|
|
Last Updated on Monday, 20 May 2013 17:42 |
|
An inside view: Sitting down with three of the world’s richest men |
|
|
|
|
Written by Gregory Jones
|
|
Thursday, 02 May 2013 15:12 |
For Liz Claman, Monday, May 6, won’t mark the first, second or even third time, but rather the sixth opportunity she has had to sit down live with three of the most brilliant and richest men in the business world: Warren Buffett, Charlie Munger and Bill Gates.
Claman, an anchor for Fox Business Network, will conduct an exclusive interview that coincides with Berkshire Hathaway Inc.’s annual shareholder conference the weekend of May 3 – May 6. Viewers of Fox News will get the chance to hear what these three men have to say about numerous noteworthy topics, business and otherwise, including some insights into their personal lives.
|
|
Last Updated on Friday, 03 May 2013 15:14 |
|
|
|
|
|
|
Page 1 of 141 |