Customer Service

Find Their Why and Let Them Buy!

Someone once said, “people don’t like to be sold, but they love to buy.” There’s a tremendous wisdom to that short sentence as well as numerous far reaching aspects that cover many facets of many businesses. More on those, another time.  Left to their own resources, people will buy. They will buy technology gear, life insurance, lawn mowers, Chevys, Toyotas and Fords. They will buy houses. So how do you… Read More »Find Their Why and Let Them Buy!

The Price of a Chocolate Chip Cookie

There are two places of, what I will call for today, Customer Service Evil: cell phone companies and airlines. If pressed to add to the list, I suppose I could also include utility companies, cable/satellite providers and the US Government. These entities have three things in common: They are huge industries, they seem to think they have no competition (or at least they play the game that way) and they… Read More »The Price of a Chocolate Chip Cookie

Hey, This Stuff Actually Works!

Not long ago, a “friend” gave my name to a custom haberdasher. Not exactly something any of us is hoping our friends would do, right? Well, being a good friend and having an interest in male clothing I decided to meet with this gentleman, Jake Mansfield, of Tom James Inc. Even before our meeting, Jake did some things very well (at least for me, his potential customer). He called me… Read More »Hey, This Stuff Actually Works!

Nice People At Wal-Mart

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I was standing in line at Wally World today and I was able to witness people-niceness first hand. A little (like 4 foot 8) lady was checking out. Her last item scanned was a rotisserie chicken. She handed the cashier her money, it was counted and the cashier said, “I’m sorry, this isn’t quite enough.” Before even the words, “I’m sorry, I won’t be able to get it,” came out… Read More »Nice People At Wal-Mart

Want A Better Housing Market? Remember the Early 80’s!

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The early eighties. A wonderful time in the lives of many of us (at least as it sits WAAAAAY back in our rear view mirrors). Maybe not so much. The music was mediocre, the clothes were horrendous, and interest rates were not appealing. The 80’s brought much change. My first wife, Della, and I had a newborn, some money in the bank and some horses and dogs to looks after.… Read More »Want A Better Housing Market? Remember the Early 80’s!

Looking for Buyer Loyalty?

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Loyal Tiger Fans! Anywhere I teach, real estate agents share a common obstacle they face when working with buyers… LOYALTY! They say there is no problem getting sellers to be loyal, but those buyers… they are tougher. My answer is always the same: Maybe you should treat your buyers more like you treat your sellers. Our sellers are loyal because we lavish attention upon them. We send them info in… Read More »Looking for Buyer Loyalty?

It’s A People Problem

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Smartphones aren’t so smart. I mean, they couldn’t just walk (or run) around and actually survive without….. yes, you guessed it….. people. The problem is, people are people. I teach sales people for a living. Some of them are tech savvy, some, not so much. They pretty much all agree, however, that while technology has changed some of the ways we do business and the equipment we utilize for doing… Read More »It’s A People Problem

Ham, Eggs and Martin Price

I was three-quarters of the way through my core exercises yesterday morning when the phone rang. Reluctantly as you can imagine, I lifted my carcass from the floor and crankily gathered my phone. “Hello?” I said. Then the voice…. It was Martin Price from somethingsomethingsomething.org who was letting me know that as a CRS, I was entitled to 100 late mortgage payer leads. The problem was it wasn’t Martin Price,… Read More »Ham, Eggs and Martin Price