What’s the Customer’s Whole Problem?

Our focus, naturally, is on what we sell. More accurately, it’s on what problems our products and solutions solve. For the moment, I’ll ignore that most sales people don’t do well at this most basic areas of working with customers. One of the biggest challenges to our success in selling, is that we seldom solve…

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Customers Are Not Always Right

Your most unhappy customers are your greatest source of learning. ~ Bill Gates I am not sure who was the first to say, “The customer is always right,” but I think they were flat wrong. Sure, you want to please your customers, but there are going to be times when you will not be able…

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Your Key to Success: Sales Preparation

Fail to prepare, prepare to fail. It’s an often heard adage that applies to virtually any situation, but with sales it’s especially important because failure isn’t a mere inconvenience—it can be the difference between financial success and financial ruin…or at least financial mediocrity. I once saw the results of a study that said 57 percent…

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Drive More Sales with Customer Problem Knowledge

I read an article entitled, “Drive Sales With Product Knowledge.” It was a good article, actually covering a lot a great issues, but focused on the importance of having strong product/solution knowledge. We know sales people have to be knowledgeable about our products and solutions, so I don’t disagree with the author’s premise. It’s just…

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Change Things Up with Fred’s Rule

There is always a way to go if you look for it. ~Ernest A. Fitzgerald I enjoy playing doubles tennis two or three times a week. It is great exercise and a wonderful way to meet new people and challenge yourself. However, this column is not about me. It is really about Fred. Fred and…

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Burying Our Heads in the Sand

Nobody likes to admit they have a problem. I suppose it’s human nature, or at least in the world of sales part of the inherent optimism sales people must have to thrive. Individually and organizationally, we don’t like to admit we have problems for a number of reasons. Admitting it brings a huge amount of…

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5 Common Employee Concerns and How to Fix Them

When an employee isn’t happy at work, everyone is affected. Customers notice. Other team members pick up on the negativity. Ultimately, having an unhappy employee could lead to increased conflict and turnover—something every franchise owner tries to avoid. Here are five of the top employee concerns and how to fix them so they don’t hurt…

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7 Tips to Deal with Unhappy Customers

No one likes to receive a complaint—but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer complaints can be used to build a better customer experience and turn a dissatisfied customer into a raving fan. A good response to a…

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Dealing with an Upset Customer

Understand that most problems are a good sign. Problems indicate that progress is being made, wheels are turning, you are moving toward your goals. Beware when you have no problems. Then you’ve really got a problem… Problems are like landmarks of progress. ~Scott Alexander My life partner and I went out to a restaurant the…

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The Power of Three: Solving Critical Issues

Let’s say you have been told by your board, by your chairman, CEO, or direct leader to solve three problems you identify and report back within a month showing progress—or that you have solved these three. First, you’d worry that this is an artificial way to focus management. Why three? Why now? After a short moment,…

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