by Shaun Heuerman | Jun 23, 2011 | Customer Satisfaction, Customer Service
If everyone in your office handles your phones with great care—you all answer in two to three rings, answer with enthusiasm and confidence, handle the customers’ needs, transfer the call or put them on hold for no more than thirty seconds without coming back. Do this,...
by Shaun Heuerman | Jun 16, 2011 | Employee Motivation
According to research by Ward-Green & Hill Associates, ninety-three percent of our insights are reached because of non-verbal communication. The human body can make over 700,000 different physical movements. If each one communicates a different message, what is...
by Shaun Heuerman | Jun 9, 2011 | Effective Leadership, Employee Engagement, Employee Motivation, High Performance
Remember the pizza company that rewarded its employees for on-time delivery? If the pizza wasn’t delivered in 30 minutes, the customer received it for free. What they didn’t take into account was that getting the pizza there on time also meant fast and often crazy...
by Shaun Heuerman | Jun 2, 2011 | Sales & Marketing, Sales Process
Your green light has suddenly turned red. What happened? You’re out of your zone? The cosmos are conspiring against you? Well, believe it or not, your sales funnel doesn’t depend on the stars (although it can seem just as futile to try to control your “bad luck” at...
by Shaun Heuerman | May 26, 2011 | High Performance, Sales Process
A picture is worth a thousand words. Cliché? Yes. Lie? No. The brain thinks in pictures, not words. When you are proposing your solutions, your prospect is much more likely to arrive at the decision you want if you paint a picture of what their world would be like...
