Before your read the rest of this article, borrow someone’s cell phone and call your own. Let it go to voicemail. What does your greeting sound like? What you just heard is what your customers hear. Is your name mentioned on the greeting? Is your voice on the greeting? Can callers leave a message? If […]
In 2004, Mount St. Helens began belching smoke. I was a radio salesperson at the time. One of my biggest clients was Beaverton Mitsubishi, owned by a guy named Joe Khorasani. Joe had a temper that could fairly be described as “volcanic”. Fortunately, Joe also had a good sense of humor. I decided to […]
It’s easy for us salespeople to kid ourselves. What Does “An Appointment” Mean? When I get to the end of a Revenue Initiative with a television station sales department, I ask each Account Executive to write up and send me their follow-up plans for each client we met with. Among the questions they are to answer: “Do […]
“Big doors swing on little hinges.” – W. Clement Stone The $11 Decision A Small Customer Service Story I needed some shirts laundered in London, Kentucky. It was the middle of a multi-week road trip, I was in a Hampton Inn, and it was time. I knew the drill — the laundry form is always […]
Last month, after 22 years and millions of sandwiches, Chic-fil-A fired its agency. This came as a shock to many. The Richards Group introduced the “Eat Mor Chikin” cows in 1995. As AdAge reports, Chic-fil-A has become the top chicken chain in the United States, with $6 billion in annual sales. In spite of all that, […]
