GREAT products raise the bar on service . . . a great example with ScotteVest

A year ago we did a Mediterranean Cruise.   Concerned about security in Rome, and a few other stops I bought a ScotteVest.  This incredible travel vest is lined with pockets for every conceivable need with even a map of all the pockets (with 26 pockets you can forget that you even have some pockets). I bought mine on Amazon so I could get it quickly.  While on our vacation the zipper started to act up.  When I got back I contacted the manufacturer and they said, “sorry, you didn’t buy it from us so the 2 year warranty does not
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Disney Never Fails to Impress with the Simple

Over the years, I have always found original material at the various Disney properties.  The stories and examples are perfect for a “professional speaker”.  This last week my bride and I, along with her sisters (and brother in law) made a journey to Disney’s California Adventure.  One of the mainstays of this particular Disney property is the Wonderful World of Color show.  In the middle of their lagoon, they combine light, smoke, fire, water fountains and lasers extraordinaire to create a one of kind experience. A few weeks ago I had surgery on my knee.   This had me confined to
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“To Error is Human . . . but to REALLY screw things up takes a Computer. How @Delta Airlines failed

Our flight leaves in three days.   15+ hours from Salt Lake to Beijing.   Over two months ago, when I booked the flights, I made sure I got good seats (a screwed up knee prior to surgery required it)  Then Delta airlines graciously upgraded us to business class.   Awesome. UNTIL TODAY.   TODAY DELTA PROVED THAT EVEN THE BEST AIRLINE IN THE US CAN SCREW UP (At least I thought). When I double checked today they not only downgraded our flights but conveniently canceled all of our seat assignments! Customer Service said, “Yeah, corporate does that when you don’t quite make a
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Sales Skills Shortfalls in Today’s Salespeople

Is it possible to teach new dogs old tricks?   As we work with sales people, it is amazing that all the technology, information, and tools that are available, we continue to see the same issues.  You would think we could invent some new ways to mess up.   One thing for sure.  We are consistent. Sales Force Sales Skills Challenges Price (negotiations) Message Believing in your value Communicating your value . . . What to say Mechanics Voice Mail, Email, Mail, etc. Follow Up Relationship Skills Listening Personality Industrial Questioning Abilities Visibility Creativity Hiring & Coach
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Maybe it was smart to sell my Amazon stock . . . the anatomy of a modern day “Circle Shoot”. A game of blame passing

Maybe it was smart to sell my Amazon Stock Stock prices.  They track the perceived value of organizations.  As a young man I worked for the “biggest retailer in the world.”  Today that corporation is a mere shadow of it’s once dominating position.  (In fact it was bought out by a competitor)   When we get big, the organization often has much to loose, and so they protect themselves from the customer with policies.  This eventually it catches up. I recently bought a very good product on Amazon.  It did everything it was supposed to do.  Well almost.  The product is
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When Boxes Compete with Ketchup

The Amazon box arrives.  Opened and the contents removed, I see that Amazon has figured out how to extend their presence.  On the flaps of the box, Amazon has printed a truck with wheels, and an amusement park skyline (see pics).   If executed, you now have your 4 year old playing “with the box”. This reminds me of getting some shoes from Cabela’s.  Opening the box, I discovered a target printed on the inside.  So now you wear the shoes, take the box out back and shoot it full of holes . . . dashing any hopes of returning the
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Confessions of a World Class Sales Trainer – A Conversation with Mark Hunter, Sales Expert Extraordinaire, About the Problems of Sales People

Breakfast with Mark Hunter.  Mark is one of the top Sales Trainers in the county.  Period!  The discussion lead to the question, “what are the areas that most sales people stumble over, again, and again?” In hind sight the conversation turned predictable,   There are indeed areas where they struggle.  Repeatedly. Follow up What to Say Prospecting . . . it is NOT dead How to Respond Price – How to handle this constant challenge Hiring great sales people “They will not return my phone call/email” Bonus from my own perspective How to Say Less – Consultative Selling Skills Industrial Strength
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“But Noah, I thought the Ark left at 8:00?” . . . it is all about timing

Information overload.   Real, oppressing and even suffocating.  When we are on the receiving end we ignore, and also knee jerk react with a liberal use of the delete key. But when it is you that wants to inject your interests into the mind of a prospect the hot topic is TIMING. I reflect back on a particularly hard travel day that had me checking into a hotel room hungry and wishing I could just “veg” instead of making a journey to a restaurant.  There in my hand was the electronic door key to my room.   I looked at it and
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Purple Delta Airlines?

It was the first day of the roll out of the newest version of Delta Airlines uniforms.  From ticket counter to flight attendants, the consensus was unanimous.   They look horrible.  One flight attendant pointed out that the entire Delta plane is a symphony of blue.  That was when I noticed how the new uniforms looked out of place with row after row of blue leather seats. There was agreement that the new uniforms were better tailored.   But without exception everyone felt they were not listened to as the changes were considered, and eventually rolled out. Eventually there will be acceptance. 
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Is smarter better?

Is smarter better? In her book Multipliers – How the Best Leaders Make Everyone Smarter, Liz Wiseman points to research that shows that extremely smart people often feel the need to strut their stuff, to parade their gifts of IQ.  Her research indicates that these uber intelligent do so with an apathetic ear to the group wisdom of those around them.  They get an approximate 30% to 50% of the potential output of their stakeholders. Her argument is that those, who draw out the wisdom of their stakeholders, be it employees, or even one’s own family, get a 2X output. 
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