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January 12, 2015

The 13 Keys to Great Management

Your employees don’t care. They have a dead end job. You know it and they know it. But you need them. How can you get them motivated long term? How can you get them to care? If you want employees to care, then care for the employees. The Gallup organisation in 2008 published a wonderful…

January 05, 2015

Cross-Sell is NOT a Dirty Word

I know I know. Your staff hate up-selling. They think it’s pushy. Some staff still think customer service is all about the warm cuddly “How’s the weather discussion”. That may be fine, but… Customers don’t expect to waste their time. They expect to be sold to, and expect to be cross sold. We conducted a…

December 30, 2014

Unbelievable. Customers want to buy, you won’t sell.

The biggest problem facing Retailers is their ability to sell. Below are some statistics from thousands of Mystery Shops collated through my company Service Integrity Mystery Shopping The results are self explanatory. Closing the sale – or referring a Sale to someone else are the biggest problems facing our clients. But I can hear your…

December 23, 2014

Net Promoter Score. Cheap is as Cheap Gets.

Are you customers loyal? Do they drive business? Restaurants fret over this question, as do most organisations. Companies obtain their Net Promoter Score by asking customers a single question on a 0 to 10 rating scale: “How likely is it that you would recommend our company to a friend or colleague?” Based on their responses,…

December 17, 2014

Building Service Distribution

Would you rather be a car or a bridge? I recently had the good fortune of connecting a client with a supplier. The connection was valuable to both parties, and I took a margin along the way. All of a sudden I became a Services Wholesaler. No work, just connections. Value is created by connecting…

December 10, 2014

How to Make Something Free and Valuable

Although a very scarce resource, water is a commodity. Everywhere you turn, you will see water bottles for sale. How do you choose one over the other? I was looking for food and drink while travelling to a speaking engagement away from home. The food hall had many many choices. Where should I go? A…

December 03, 2014

How to Up Sell 800%

I recently spoke at a conference in Hobart when I was taught a wonderful lesson by a cab driver. Just before I entered the cab he came and opened the door for me. He then made conversation and asked where I was from. I asked the cab driver how he knew I was not from…

November 12, 2014

Exceeding Expectations is not necessary.

EXCEEDING EXPECTATIONS IS UNNECESSARY How many times have you heard a Manager tell staff that the company is all about exceeding expectations. The statement gets set in Mission statements, and Marketing Managers espouse it in advertising, and staff even share the philosophy with customers. However…. Imagine you order a pizza for home delivery. The order taker…

November 10, 2014

Closing the Sale is not an insult

Many clients explain that staff have a mental block when it comes to cross selling. They used to think service was about cuddling the customer with “How’s your father” type discussions. While this may still be true, customers now expect to be cross sold. We recently conducted a survey of 485 shoppers and asked the…

November 08, 2014

Choosing Purpose before Profit

CHOOSING PURPOSE Your Goals often go one way, and performance goes another. Individuals, groups and companies all have a reason for their existence, a purpose. Rarely do you find yourself where you intended to be. Your goals went one way and reality went another. In the famous movie City Slickers, when Billy Chrystal asks Jack…