According to Sam Walton, founder of Walmart, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” If employees are the lifeblood of a company, then customers are its food and water…. the basic nutrition without which a company cannot exist. But digesting those nutrients is not always easy. Companies often struggle with how to handle ‘difficult’ clients. What is the right protocol for handling the most hard-to-please clientele? After all, the adage says that the customer is always right. If so, then how should a company handle those most challenging clients? Should a company kowtow to an ill-tempered client, even if it is at the expense of the morale and respect of the staff? Should a firm go the extra mile to please a fractious client even when that extra care means the transaction is no longer profitable to the company? Does it make sense for a business to indulge the over-the-top demands of an exasperating client if it is going to overwhelm the business and cause it to neglect the needs of the rest of the clients?

Is there an invisible line that, when crossed, means the client is no longer right? If so, where is that line? How will the rank and file employees of a business know where that line is? When it comes to handling challenging clients, companies do best when they communicate clear rules of engagement that protect the dignity and respect of both clients and employees, provide extensive training on how to handle difficult situations, and encourage staff to have genuine compassion for the needs of others. Even so, when all else fails, there may be times when a business should put the needs of the company and staff ahead of the tough client and just say no or say goodbye.
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Being a salesperson can be a challenging – and at times even downright daunting — occupation (which is perhaps why they are usually very well-compensated). Selling involves a number of skills that many people are either weak at or don’t possess at all. The best salespeople are outgoing, friendly and sociable. They are never intimidated and are comfortable talking to anyone. They genuinely like people and people like them. They are skilled communicators, knowing what to say and what not to say to gain a potential customer’s interest. They are able, savvy negotiators, adept at overcoming objections and finding a solution that meets the needs of those involved. But most of all, the best salespeople are tenacious, with tremendous perseverance and a deep capacity to accept rejection and keep going. In fact, being able to handle rejection well is perhaps the most important skill of any professional, full-time salesperson. After all, most salespeople will hear “no” many, many times before getting a “yes.”

According to Bo Bennett, a tech entrepreneur who sold his tech company for $20 Million at the age of 29 and author of the best-selling book Year to Success, “A rejection is nothing more than a necessary step in the pursuit of success.” Indeed, it’s been said that selling doesn’t begin until a customer says “no.” In other words, if after pitching a product or service, the customer immediately says “yes,” then the person didn’t really sell… they educated and took an order. Selling is actually what happens after the first “no.” So if sales and rejection go hand in hand, how does someone who wants to be a top salesperson overcome the fear of rejection? Continue reading →

At many companies, marketing is seen as a creative, costly — but often vague — process. Unlike sales, which is viewed as the revenue-generating golden child, or operations, which is seen as the rubber-meets-the-road product or service producer, marketing is perceived to neither make money nor make anything tangible. In fact, the perception has historically been quite the opposite. Like IT, marketing efforts have been (and often still are) viewed as ‘grudgingly necessary expenses’. Owners, Controllers and CFOs from big companies and small are heard to wonder “Why do we need a Social Media Manager anyway?” or dubiously ask “How does blogging generate business?” or sputter incredulously “Do we really need to spend that much to (fill in the blank: print one newsletter… exhibit at a trade show… sponsor one event… air one commercial during the Super Bowl)?!!!”
It is not surprising then that the most common discussion boards among CMOs and Marketing Directors are about how to get leadership to see the value of marketing. Value starts with measurement. Companies need – more than ever – to continually measure the effectiveness of marketing strategies. But what should be measured? Here are some questions to ask first and then five key measures to watch.
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Last week, we considered the concept of having a truly thankful heart every day, not just on Thanksgiving Day.  A genuinely grateful attitude is empowering and uplifting for both you and those around you at home and at work.  However, … Continue reading →

With Thanksgiving Day just past, I’m sure many took time last week to think about all the things for which they were grateful.  As Martha Stewart would say, “It’s a good thing.”  Perhaps you took a moment silently to give … Continue reading →

What does it mean to be a trusted advisor?  The term ‘trusted advisor’ has been used and abused to the point where it has lost its meaning.  Salespeople, pushing to establish overnight relationships and quickly gain unearned trust, dub themselves … Continue reading →

It used to be that if a person wanted to make ‘big money’ fast (and they weren’t technology gurus, inventors or scientists), he or she became a salesperson.  Case in point.  During the most recent real estate boom, tens of … Continue reading →

Are you e-mailing hundreds or thousands of anonymous prospects in lieu of calling them?  Has e-mail become your selling ‘crutch’ of choice because it gives you the impression that you are bypassing the gatekeepers?  Does email save you from hearing … Continue reading →

I’m sure every entrepreneur, salesperson and business owner has thought, at one time or another, “I know I could help (fill in the person or company’s name) if I could just get them to talk to me for 20 minutes!”  … Continue reading →