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What’s the most important job in your company? |
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Written by Marvin Montgomery
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Monday, 14 January 2013 17:42 |
 I just finished reading an article by Rick Houcek that asked the compelling question: “What’s the most important job in your company?”
My immediate thought was that it’s the receptionist. Close, but no cigar. Who do you think it is?
Houcek’s answer made a lot of sense: it’s the person or persons who handle customer complaints. These are the individuals who have the ability to diffuse and disarm any situation the customer is upset about. They also ensure the customer returns and continues to be a positive referral source.
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Written by Donna Rae Smith
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Tuesday, 08 January 2013 16:15 |
 I went hiking last week in California’s Death Valley National Park, famous as the lowest and driest place in North America. Its badlands, sand dunes and salt flats render an otherworldly terrain and offer a great reminder of life’s unexpected surprises.
I was determined to go for a hike, even though my husband’s recent knee surgery meant he wouldn’t be able to join me. I got off to a rough start, slipping and falling on a hidden rock. I caught myself on my hands and knees, and although I got some cuts and bruises, I was thankful that it wasn’t worse. I could have turned back right then and there, but I didn’t want to be discouraged by one fall. I had never been to Death Valley before and I was eager to see more of it.
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Let silence be your friend |
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Written by Marvin Montgomery
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Monday, 07 January 2013 00:00 |
I’m sure you are familiar with the saying, “The person that talks first buys it.”
Well, it’s true. Once you have made your closing statement to a potential client, you have to remain silent. It may seem like an eternity, but if you begin to talk again you are interrupting your customers thought process and preventing them from responding.
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Why is your management style important? |
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Written by Dave Harman
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Wednesday, 02 January 2013 19:54 |
 Let’s begin our thinking process with this premise: Self-concept has a huge impact on salespeople’s outlook about what they are capable of accomplishing, and that, in turn, has an impact on actual performance.
What’s apparent is that innate talent, knowledge, experiences or available resources has less to do with salespeople’s ultimate success – or lack of success – than their level of self-esteem.
So, if we believe this, what does it mean for you as a manager? You must recognize that your management style can impact your team members’ self-esteems – and their ultimate success – in either a positive or negative manner.
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Looking back at December: Hot SBN content that's been heavily read, retweeted and shared |
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Written by Troy Sympson
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Wednesday, 02 January 2013 19:26 |
The fresh January content is live on www.sbnonline.com, but that doesn't mean past content is gone and forgotten. The following are some recent stories you may have missed - stories that have been very popular online and across our various social media platforms.
TOP STORY: CHI Cover (11-12) - Stay on top of change: How Gordon Hunter successfully led Littelfuse Inc. through a series of pivotal changes - http://bit.ly/SBN_Littelfuse
RUNNER UP: CLE Cover (11-12) - The right environment can induce growth: How Michael Siegal has fostered an environment of sustainability and growth at Olympic Steel - http://bit.ly/SBN_OlympicSteel
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