All customer service starts at the top. It’s a cultural thing. To have great customer service you have to have respect for your customers, everyone in the company has to respect the customer not just the customer service people. Look, it’s pretty easy to pass everything along to the customer service people (by the way […]
Going The Extra Mile
…and avoiding getting the door shut in your face We know it’s tough getting appointments. It’s even tougher getting people to answer the phone; and then once you do get that appointment or that phone call you run up against a stone wall made up completely of attitudes of people who do not want to […]
Dare To Be BOLD!
Boldness is behavior born out of belief Groeschel When things get tough, the bold ones will always take action. They will forego the feelings of dread, the anxiety about what could go wrong if they took that action or any action for that matter. They will not be afraid of the possible dire consequences if they […]
Team! It’s All About The Team!
Getting your direct sales people to act as a team For the most part sales people are lone wolves. One of the reasons they choose to be sales people is the independence, they like to run their own race. I have found that the best sales people are truly the loners. Think of Ricky Roma […]
That Won’t Work Here (And Other Excuses)
I don’t know about you but this drives me absolutely nuts. You’re in a meeting, you come up with a good idea but before you finish getting your idea out there, this guy across from you. You know the one, he graduated from the Dilbert School of discouraging new ideas jumps in with that smart […]
Jack Ma Says It’s All About The Customer
Ali Baba Founder always puts the customer first Watching the Bloomberg Station last Friday, I caught Charlie Rose interviewing Ali Baba’s founder and Chairman Jack Ma. What Mr. Ma had to say was fascinating not only for his wisdom but yes for his common sense as well. Mr. Ma stated the reason for the phenomenal […]
The High Cost Of Cheap PCBs
I have written in the past about the pride some of our customers have in buying the cheapest products available on the market today, and we talked about how for some reason some companies feel that they can buy the cheapest parts they can get their hands on and then turn around and tell their […]
Do You Have Enough Courage To Be A Great Leader?
Courage. To be great leader, you have to have courage. The courage to do what needs to be done. The courage to take that giant leap forward when you know the time is right. The courage to fire someone when that person is no longer right for the job. The courage to sacrifice one person […]
Sales Managers Have To Visit Customers
Yes, sales managers have to visit customers. In fact General Managers and Presidents and Quality Managers and yes, even owners need to visit customers whenever they get the opportunity. Why are we happy to just sit back and have our sales people do customer translations for us? Why are we happy or often unhappy with […]
Be Curious. Hire Curious People
Albert Einstein once said that being curious is much more important than being smart. If you’re curious about something you are going to spend a lot of time and effort finding out everything you can about it. You are going to focus as much as you can on that subject. You are going to read […]