Over the past few years, I have realized the importance of process. If there is no process for doing something, then I invent one. For example, writing this article involves having a template. Once I have decided on the subject I’m going to write about I start to create the blog with a lead. Then I [...]
I've been seeing quite a few references to the term Trusted Advisors recently, and I've been talking to people about what they think it really means. The term seems to be applied more often than not to the field of consulting. However, I would suggest a Trusted Advisor is something we should all aspire to, [...]
A few articles ago I wrote about the importance of listening to help develop better relationships. Careful listening leads to better understanding of our customers, and in my last article I posed the question “What Is The client’s Notions And Why Should I Care?” Both of these approaches are largely predicated on the fact that [...]
How do we develop a strategic customer relationship? What are some of the things that we need to do? Experience has taught me that to be successful it starts with understanding what your customer wants. So many times I’ve observed people that go to see customers and all they’re interested in is getting the customer to [...]
I had just finished delivering my depressing weekly update verbally to my boss. Things were not looking good. And then he said, “Don’t come in here and tell me how f#@&ed up everything is, tell me how we are going to fix it.”Those immortal words, from one of my early bosses, have stayed with me forever. [...]
Have you ever been without Wi-Fi for more than a few days? If not, can you imagine what it’s like? I would bet you there are thousands, if not millions of people who would rather be without gas, electricity or water than Wi-Fi.We were recently without Wi-Fi for nearly a week thanks to the incredible [...]
How can we evaluate our current relationships, measure progress and adapt for something that is so subjective?A few years ago I was dealing with a major account in the Quick Service Restaurant (QSR) business, aka fast food. Their senior management was changing on a quarterly basis and had been over the year. Companies go through [...]
I was meeting with a very successful sales consultancy company last week and we were discussing the kind of typical problems they come across working with their clients.They described a few of situations they had faced and we spent some time talking about ways to overcome them and what advice they provided. Copyright: mackoflower / [...]
A few weeks ago I was the lead speaker in a workshop entitled “Landing More Sales”. While I was preparing the inevitable PowerPoint deck to support my talk, I was struggling to find the right visual to portray difficulties that can arise with dealing with customer relationships.I don’t know whether you are like me or [...]
"It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages." - Henry Ford.Hmm! Well in a way, I agree with this statement, as long as it gets everyone focused on the fact that without customers, you're not in business and don't have a job! [...]