How confident are COVID consumers?

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…

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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…