For some of our clients, Thanksgiving heralds the arrival of their peak season for sales and service. Now is the time when front-line representatives can really use the service and sales skills that their managers have been coaching and developing all year. But the time between Thanksgiving and the end of the year can feel […]
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The question is no longer “if”… rather “when.” Are you ready to change? That is the question that advertising executives asked themselves last month in San Diego at the Western Classified Advertising Association annual conference. Kerry was fortunate to be a keynote speaker, and she conducted a three hour session on Service To Sales: Changing Culture […]
On October 19 Kerry will conduct a webinar on Coaching Skills To Keep Your Customer Service Reps From Leaving. (For more details, please click here). We hope you’ll join her. But we think the title may be a bit misleading. Although every organization desperately wants to retain its best employees, most organizations have some employees […]
Over the past months we’ve received a lot of comments and questions about our April 27 blog Stop Trying To Delight Your Customers. Conventional wisdom holds that customer delight drives loyalty, and to delight customers you have to meet and exceed their expectations. But we reported on an article Stop Trying to Delight Your Customers1 […]
First-line managers have one of the most difficult jobs in any business. To put it simply, they usually have a lot of work to do and not a lot of time to do it. Then, when you add responsibilities for coaching and developing employees, nearly every first-line manager faces a serious time management challenge. But […]