Leadership Live 3.22.24

In the 1990’s, my firm was among several dealers asked to monitor all installation related interactions that our firms had with customers. We not only tracked installations, but all correspondence that we had with our customers which may have lead to them being disappointed with the service experience that they received. There were both single…

Many feel that to be an effective speaker, or salesperson, that you must use big words in order to make a big impression. I disagree. I believe that the most powerful words we can choose are only one or two syllables long. It is the little nuances in the words and phrases we choose to…

As I write this on the Tenth Anniversary of the 9/11 tragedies, it seems impossible not to feel patriotic. How sad is it that most of us are moved to feel this way only when reminded of one horrific Tuesday morning. Why can’t we show the unity and patriotism that was exhibited in the days…

In the third installment of this 1 minute video series, Tom describes the lessons learned with the loss of a sale. Click here to watch…

At the recently held Surfaces show in Las Vegas, neither Shaw nor Mohawk had a significant presence on the showroom floor. No big news there, as they have not participated for several years. While their collective market share is significant, I came away with the impression of both how large and varied our industry is…

When I speak to salespeople, I often ask them how ready they are to make a sale right now. I almost always get an answer to the effect of, “I was born ready!” Then I will ask them for a clean business card (not a wrinkled one that has been in their wallet for too…