Most of us know the legend of Leroy Brown from that old familiar tune. He was badder than this and meaner than that and quite possibly the last person you would want to cross paths with. But what happens when you suddenly have him as a customer and he is not happy. Whether or not...
Author: Kassy Good
A Customer Escalation Policy for Salespeople
One of the biggest challenges for a salesperson is having a company, team, and process that backs up the promises they make. Sooner or later as a salesperson you will encounter a situation where you created an expectation with a customer only to find that production cannot or will not meet those expectations. This can...
Identifying Good, and Not So Good Customers Using The Challenge Chart
Did you ever wonder why solving one problem for one customer while solving the same problem for a different customer can be a completely different experience? For example, one customer completely understands your proposal and quote and you can close the deal in twenty minutes. The next customer who, on the surface, is very similar...
Selling To The 5 Types of Challenging Customers
Did you ever have that one customer? You know the one that I mean. When their name appears you know that it’s going to take a little extra time, you force a smile on your face and brace yourself for something that would otherwise be a simple issue for any other customer. Let’s face it,...
Addressing The 4 ‘Misses’ Of The Customer Experience
The customer experience is as crucial to the identity of your company as is your brand. It is how we make customers feel in every way they interact with our company whether it is your employees, your website, your storefront, the billing process, and so forth. Some companies do a great job of deliberately designing...
Nepotism: There’s A Family Member On Your Sales Team 😨
You heard a rumor last week from someone in management that the boss’s son may be added to your team. Perhaps he is new to the company or maybe he is transferring from another department, but whatever the case, whenever the bottle stopped spinning it was pointing at you. The next thing you know the...
Change is Not a Pass/Fail Test
Here’s the story. Management comes up with a great idea. Management is excited. They impress it upon the sales team. The sales team is not as excited. The new idea starts strong for about 2 or 4 weeks. Resistance, inattention, and forgetfulness find the new idea fading. In 3 months, the idea is forgotten, ignored,...
Accountability: Micromanagement’s Less Hated Brother
No one likes to work with the feeling that they constantly have to look over their shoulder to see who is watching. Even worse, the thought of being micromanaged brews up disgust in the pits of our stomachs. Accountability is micromanagement’s less hated brother. Most people don’t like either of the two, but if you...
Power Up Your Sales Culture in 30 Minutes
What’s the difference between managing a sales team and managing a sales culture? A sales team starts with managing a process and a sales culture starts with managing yourself. Which do you think is easier? That answer can vary depending on your past experiences, suffice to say that self control isn’t easy for most people....
Small, Meaningful Habits Compound into Big Results
If you haven’t already heard, compounding is the key to successful financial investment. Did you know that the same is also true for successful selling? Actually, it’s true for almost anything that involves a repeated habit. The more you do something over and over again, the greater the chance that, over time, you will start...