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Consumer Centricity, Customer Service, and 8 Laws. YPPE#3

If you are customer centric, if your company is customer centric it goes far beyond actual customer service. Being truly customer centric reflects your ability to show customer oriented leadership, it shows your ability to understand your customer. You have designed the experience they have for THEM, you empower them, you put them first, you[…]

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Are You PRO or RE?

“Don’t think, React!” That was the daily advice of my Junior High School basketball coach, Mr. Korwin. He believed that if we spent too long pondering the next move on the court, we would be prone to mistakes, indecisiveness, and poor judgment. For us, gangly eighth graders, it may well have been excellent advice. Better[…]

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Sales and Branding: Short Term and Long Term

Today I booked a course for February. That’s sales. The class may or may not happen. I may or may not get paid (mostly according to whether or not it happens). That is sales. Sales brings in the income, keeps the bills paid, brings home the “bacon,” so to speak. Periodically, I sell. The more[…]

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When the Market Changes…

We never know exactly when any given market might change. If you pay close attention to the numbers, you might see some of the telltale signs. Monitoring inventory (supply) is always a great way to see one of the most important movements in the market, as is watching demand (sold properties). The Sales to List[…]

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Dos and Don’ts of Email Marketing

If you had an email marketing campaign in 1998, chances are your had somewhere between an 80-90% open rate. Today you would be considered OUTSTANDING if your rate was one-third that. Times have changed and it’s not that your emails are worse than before. The problem is that people get more emails than ever and[…]

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It’s Monday Moaning: Gotta vs. Wanna

Around America, it is Monday Moaning (I’m mean morning, well, I really mean moaning). Until at least noon today, workers everywhere will beMOAN the fact that it’s back to work, back to the office, back to everything. This behavior will manifest itself through the use of one contraction: gotta. “I gotta go in today.” “I[…]

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Quick Hit #1 Surgery is a PERSON, not a procedure.

Three days ago, I had knee surgery. We’re not talking brain surgery, heart transplant, separating conjoining twins: knee surgery…..scope job. Not a big deal, right? Except to me. You see, I have never had surgery before AND this surgery was strictly done with one thing in mind: to enable me to run again without significant[…]

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COMFORTable Sales

I taught an SRES (Senior Real Estate Specialist) course a couple of weeks back and in it, we discuss generations. The focus, of course, is on ‘Seniors,” but a side focus is that no two buyers are ever the same – regardless of generation. But, to arrive at individual needs and wants, it is beneficial[…]

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Take me to My Leader: Oh, it’s you!

I recently read a posting on a website about Benjamin Zander, world famous conductor and co- author of the book “The Art of Possibility.” It concerned leadership and our role as beings on the planet. Zander said, “Every single interaction between two human beings is always a matter of leadership.” It has made me contemplate[…]

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The Eight Irrefutable Laws of Customer Service

What is Customer Service? Before we can answer that, let’s go to dictionary.com and look for some definitions. First CUSTOMER: “a person who purchases goods or services from another” Next, SERVICE: “An act of helpful activity.” So, customer service is the act of helping someone who has purchased goods or services. The operative word, I[…]