Does Customer Service This Amazing Ever Happen at Your Company? If So, Would You Even Know It?

When Ray Brook’s flight landed at Portland International Airport on Monday morning, he headed straight for National Car Rental where he had a reservation. He had a meeting with a customer in 30 minutes and a full schedule of visits to warehouses and distribution centers for the next four days. But when he tried to [read more]

“Do I Really Need to Hear This?”

In 2013, I was having lunch with a colleague of mine who used to work for me in the department I ran. A few months earlier she’d moved to a new department and so now had a new boss. She reminded me of something she’d told me earlier — that in talking to her new [read more]

The Mysterious Brown Bag: Closing Your Toughest Sales Challenges Using Emotional Intelligence

My guest this week is sales guru Jeb Blount. He’s one of the very best-selling authors of books about sales and has written over 10 of them. He joined me on this week’s podcast to talk about his new book, Sales EQ: How Ultra-High Performers Leverage Sales-Specific Emotional Intelligence to Close the Complex Deal. We had [read more]

Loyalty and Leadership: An Unholy Alliance

Loyalty is one of those things that sounds like a good idea or an admirable character trait, until you think about what it really means in a real-world situation. One of the creepiest moments in my working career was when my team got a new boss and in our first meeting with her, she looked [read more]

One Sure Sign You Need New Friends

For most people, especially young people, hearing one person demean another is a particularly juicy piece of gossip. It’s therefore one of the hardest to keep from sharing, especially from the person the insulting comments are about. They sometimes justify it by telling themselves, “I’m just being a good friend by telling her. After all, [read more]

Tough Feedback? Talk to My Agent. Receiving Performance Feedback Like a Pro

There’s an endless amount of advice available for how to give tough feedback effectively, but very little on how to receive it well. One person who learned how the hard way is Gail Hollander. Gail has been in the advertising business for 25 years, and has worked in several of the most prestigious agencies in [read more]

Sales Story #2: Your “Who I’ve Helped and How I’ve Helped Them” Story

Today’s article is the second in a series of the 25 most useful sales stories salespeople should be able to tell. As a reminder, those 25 are the result of my interviews with professional sales and procurement managers at over 50 companies looking for where salespeople are most effectively using storytelling throughout the entire sales [read more]

Ambition, Regret, and College Applications: The Conversation I Wish I’d Had 30 Years Ago

What colleges did you apply to in high school? Did you apply to colleges at all? Do you regret those decisions now? And what would you do differently if you could do it over again? Those are the questions I would have liked to have asked my future middle-aged self when I was a teenager. [read more]

Great leaders help people find passion for their work — even for the most unappealing jobs. Here’s how. . .

Ever heard the advice, “You really need to love your job”? It’s usually offered unsolicited by an overconfident boss who thinks the rank and file will find it inspiring, or somehow turn their drudgery into a rewarding experience. Does it work? Of course not. You can’t order people to love their job. That just gives [read more]

Two Guaranteed Ways to Completely Undermine Your Sales Department

My guest this week is Mike Weinberg. He’s a sales consultant and bestselling author of two absolutely fabulous books, both of which spent a significant amount of time as the #1 selling book on Amazon for Sales and Selling. The first was New Sales. Simplified. And the second is Sales Management. Simplified. which we talked [read more]