Leadership Live

I was recently asked by a young sales professional for some advice regarding her handling the move into management at one of her company’s satellite stores. My advice to her was to remember that her first day on the job would be her most important day on the job. Remember that first impressions count. Whether…

As many of my readers know, I am constantly saying that we learn our best marketing lessons when we are the customer. I had a great reminder this past week. My wife, Michelle, had to undergo a rather serious abdominal surgery. It doesn’t matter how busy you may be, or who you are, such news…

While viewing the CNBC program “Titans” featuring Southwest Airlines Chairman Emeritus Herb Kelleher recently, I heard a quote that should be adopted as a mission statement for all service based businesses. He stated “Think small and act small and we will get bigger. Think big and act big and we will get smaller.” Wow! Think…

We have all heard that we need to make a connection with those who we have just met and to whom we would eventually like to sell something. My experience is that only a small minority of sales people have learned this important technique. I don’t think that it is a coincidence that these few…

Loyal readers of this space know that I am constantly preaching that the best customer service lessons are learned when we ourselves are the customer rather than the seller. There has been news on the automotive front recently that I feel offers all flooring dealers a valuable lesson in how to deal with customer claims…

I had my batteries recharged in Kansas City last week. No, not the electrical kind, but rather the internal batteries that keep you moving and motivated. This phenomenon occurred while attending the annual CFI Convention. Most of what is written and said about the installation trade these days is neither encouraging nor kind. I have…