The 5 outcomes to a Sales Process (and not all of them are great!)

In most ‘traditional’ sales strategies, the focus is usually on ‘getting a sale’. However, this is far too simplistic… in today’s world of instant online reviews and the empowered customer, it’s downright dangerous. In fact there are five outcomes to a sales process, and they all need to be considered, trained and considered in order […]

How do I make sure that I always get good feedback?

How do I make sure that I always get good feedback? The answer is you can’t and you don’t want to anyway. You can’t: we’re now in the age of the empowered customer and the transparent business. Don’t try and manipulate the customer feedback and reviews: it’d be like King Canute trying to hold back […]

Why doesn’t customer service training work?

Why doesn’t customer service training work? Because you can take a horse to water but you can’t make it drink. You people WANT to do a great job, but they are faced with a million things that are stopping them: How they are treated How they are feeling (this one is not really in your […]