Recently we spent a week kayaking on the Sea of Cortez in Baja, Mexico. Our sun-drenched fantasies quickly vanished as we faced adversity from the moment we set out. The first crossing from the mainland to Isla Danzante was challenging due to wind and rain. And our efforts the next day to paddle to Isla […]
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We were in southern California conducting a Coaching For Success workshop for division managers at a young and rapidly growing consumer products company. When it came time to conduct a difficult coaching conversation, two managers presented a nearly identical scenario: The top sales performer on their team has been with the company for more than […]
During an economic downturn, transforming service into sales is a top priority for companies in nearly every industry. Yet, many companies that are attempting to transition from service to sales are ignoring one key component in that process: Service! The Customer Service Hall of Shame has become an annual feature at msn.com. Here’s a link […]
The legendary New York Yankee slugger Mickey Mantle put it succinctly: “I could never be a manager. All I have is natural ability.” Could Mantle’s insight apply to some of the managers and supervisors in your organization, too? When we talk to senior sales and service leaders, they tell us proudly how well their managers […]
Do you sometimes wish that you could rewire your front-line representatives to up-sell and cross-sell while they provide great service that builds customer loyalty and generates repeat business? Would you like to apply the coaching secrets of a true Master to increase your sales results? You may not be familiar with the name Yuen Wo […]