Social Media Won’t Make You Smarter, So Why Do It?

...the Kardashians of the world never put food on YOUR table

We read statements like these all the time – connect with me on LinkedIn, follow me on Twitter, like my Facebook page…blah, blah, blah. Seems like people use social media more to boost their ego than to get to know those they connect with. So why bother?

Social Media Won't Make You Smarter

“How many Instagram followers do you have”? “Did you see my latest Snapchat?” “I just posted another of my videos to YouTube, you gotta check it out”. Does it really matter?

When we “connect” or “follow” someone are we more interested in learning something new or to have easy access to the latest gossip? Our desire to attract “likes” perpetuates a false reality when thinking a bigger “circle of influence” makes you more important.

It reminds me of what Bette Midler said in the movie Beaches: “Enough about me, what do YOU think about me?”

Now, I must admit that, since I am relatively new to social media I did spend more time initially “building my network” than paying attention to who I connected with. I thought I “needed” to have a large following or connect with everyone who asked? But what did that get me? I’m still trying to figure that out.

Over the past few months I’ve taken a different approach: (more…)

Never Underestimate the Potential From These 3 Surprising Sources

Every business has one or more employees that seem to take a back seat to the day-to-day machinations of business. Dutifully they perform as intended and do their best but are not looked at in times of need or expected to do much more. They are “the workers”.

Never Underestimate the Potential

For several years after he graduated from high school, George has been trying to find a full-time job.  He attended college shortly but that didn’t seem the correct fit for him; he was more into “hands on” things.  Of course his mom has known that ever since he was small; he has always been rather independent and stubborn.

In his younger years he joined the local Boy Scout troop. The troop’s elders saw glimmers of leadership emerging – but that’s what the Scouts do – teach leadership and values.  He rose to the rank of Life Scout, but didn’t feel the urge to go for Eagle. Another opportunity lost? Maybe…

George now works full time as a valet at a local branch of a major auto dealership.  What he likes most about this job is the opportunity for advancement.  Needless to say, his family is proud of his efforts.  His first three months of work has taught him diligence and responsibility, especially when called on to pick up the slack for a few of his coworkers.

One Saturday, he was the (more…)

The Secret Ingredients of Sales Training That Deliver Results

Today’s guest post is from Monika Götzmann, the EMEA Marketing Director of Miller Heiman Group, a global sales training and customer experience company.

Improving the performance of a sales team is a common goal for senior managers, because it can have a very clear and direct influence on the overall performance of a business. However, while many companies invest heavily in their sales rep training, they do not always get the return on investment they were hoping for.

Sales Training That Deliver Results

Should you find that your training is falling short of expectations, it may be worth reviewing it to make sure it includes a number of key ingredients. These ingredients are explained in more details below and combining all of them together in a cohesive package will help to ensure your training program delivers real results.

Theory

The theory section of your sales training course encompasses various intellectual elements. In general, it will involve introducing new ideas to your staff, sharing knowledge, or giving them new perspectives and this could be done through lectures, presentations, case studies or group exercises.

It is quite common for businesses to focus heavily on the theory aspect of sales training and they will often rely on external trainers or speakers to share their ideas and expertise with trainees.

However, while it is important to introduce new information, research from the NTL Institute shows that long-term retention rates for knowledge shared through lectures and reading stand at five percent and ten percent, respectively. The trick is to (more…)

The Greatest Show on Earth is Still a Memory Maker

...how to create the memorable experience that your customer will hold dear and carry for years to come.

After 146 years, the show that has created memories for countless children of all ages will finally come to a close. Ringling Bros. and Barnum & Bailey Circus, citing a “variety of factors” will end its spectacular traveling road show in May of this year.

Greatest Show on Earth is Still a Memory Maker

The company started by Phineas Taylor (PT) Barnum brought joy, amazement and wonder to millions of people through the years by providing sights, sounds and circumstances not normally available to the public.

Thinking back on the fond childhood memories, as I sat with my mother in the seats of New York’s Madison Square Garden watching the elephants parade around or looked up in wonder at the daredevil trapeze artists, I still can place myself in the arena.  Images forever etched in our mind allow us to relive the experience as we see fit. PT created an experience.

How does your business create an experience for your customer? Click To Tweet

And, if you do, what kind of experience is it?

Is it one of joy, satisfaction, or frustration? Is it full of unexpected “extras” given with an abundance of smiles or a less than adequate attempt of service due to poor preplanning? Do you provide a service that is memorable or spend too much time explaining your shortcomings?

The PT Barnums and Walt Disneys of this world created experiences that were/are unrivaled in the world of business. They took hold of your emotions and wouldn’t let go until all your senses were touched. (more…)

Here’s Proof of the Great Zappo’s Service

A week or so ago I was again taking part in my favorite tweet chat, #custserv, hosted by Marsha Collier, Roy Atkinson, Al Hopper and Greg Ortbach that takes place every Tuesday evenings 9pm ET.

Here's Proof of the Great Zappo's Service

During the chat I answered a question as you can see below:

It was answered by fellow chat member Nate Brown who innocently tagged Zappo’s in the tweet…

In the freewheeling spirit of the chat I answered Nate…

Lo and behold, within 1 minute we received this tweet from Zappo’s… (more…)

Scott McKain’s Podcast Discussing “I’m a Waiter, Not a Salesman”

...it's great to have my article featured

Every once in a while you find out that others appreciate your work, it’s a great feeling.  In this case, Scott McKain, member of the Professional Speakers Hall of Fame and author of three Amazon.com #1 business bestsellers, discusses one of my recent posts, “I’m a Waiter, Not a Salesman” on his “Project Distinct” Podcast.

Click above to listen.  Thanks Scott!

If  you like this podcast, subscribe and share it with your friends. Don’t forget to follow Scott on Twitter…you’ll be glad you did!

Here’s Why 2017 Might NOT Be The Best For Service

…a tongue-and-cheek look at what customer service might be

Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. So what are their options? Technology, that’s it. Or is it?

2017 Might NOT Be The Best For Service

Chat Bots

Ever see those little boxes that pop up on the bottom right of your screen saying “Hi, I’m Susan and I’m here to help you”?  Come on, do you really think Susan is there to answer your questions?  Well, when these “bots” first started to appear, I must admit I did!  I felt so foolish when I realized it was just another way to interact with the online customer.

“Chat bots”, short for chat robot, is a computer program that simulates human conversation, or chat, through artificial intelligence.*

I thought email was the preferred method to contact a business’s service or help desk.  Now I need to deal with a talking computer?  I guess I’m still old fashioned.

Virtual Reality and Holograms

This cutting edge technology can allow a customer to stand still while they virtually “try on” various articles of clothing.  Just (more…)

Your Customers Don’t Deserve To Be Treated This Way

…is THIS the best you can do?

It was the attitude I disliked the most.  Why do they feel this way?  Where did they get their lack of thoughtfulness?  Why don’t they care about the customer?  These kids have no work ethic anymore, I just don’t understand…

Customers Don't Deserve To Be Treated This Way

Those in a position to hire face it every day.  Potential employees who in years past wouldn’t receive the time of day from a hiring manager now line up and “expect” a coveted customer-facing position at your company. Do they deserve it?  What have they done to make you believe your customer would be better off with him or her assisting in the sale?  Should you give him a chance?

We will see later how important this decision will become. (more…)