I have to tell you about a simply outstanding salesperson. Her name is Alissa. When she first approached me I told her I was all set and didn't need any help. She flashed me a great smile and said she understood, but could she just tell me one thing. I agreed and within a few minutes she had me hooked. I still wasn't ready to buy anything so I thanked her for her time.
A week later she called to follow up and two weeks after that she made the sale. After the sale she called to personally thank me. A few weeks later Alissa sent me a handwritten thank you card with a free gift inside.
She's amazing. Now you probably think she might work for Saks, Nordstrom, or Neiman Marcus. Nope. Alissa works for Comcast. That's right, this amazing saleswoman sells cable. Some people might say that she makes her living selling cable television door-to-door. I say she makes her living delivering an extraordinary client experience.
Believe me, if Alissa can do those things going house-to-house selling cable television, we can do it in our stores.
Fair or foul? Time recently reported that 70% of all HR managers in the U.S. say they have rejected job applicants based on inappropriate materials in online social-networking profiles. I say fair. Heck, I don't care about the material as much as I wouldn't be interested in hiring someone who isn't smart enough to remove such material before job hunting.
One of my Daily readers recently added to the bottom of her e-newsletter, "Please forward this email to a friend. Thank you!" One of her customers, who just happens to be my neighbor, forwarded it to my wife with the following comment:
To my friends who always have really nice things to say about my home - I know some of you already know about Derby Farms in Arlington - but if you don't - it is one of my FAVORITE local spots for fun home stuff and gifts.
The woman who owns it is wonderful, her name is Barbara Popolow and she is such a smart business owner. At the bottom of the below e-mail they asked to forward the e-mail, so I am.
How's that for advocacy? Ask and you shall receive. (Learn more about Barbara's store at www.derby-farm-flowers.com.)
Here's a great tip from The Wall Street Journal. Don't just do exit interviews but also conduct "stay" interviews. Find out why long time employees are staying with you.
They recommend you ask questions such as:
* Why did you come to work here?
* Why have you stayed?
* What would make you leave? (I like that question a lot.)
* What are your nonnegotiable issues?
* What about your managers? What would you change or improve?
Then use that information to strengthen your employee retention strategies.
Apropos of Nothing
I've put together a new program for sales reps titled Rock Star Sales Reps: How the Best Outperform the Rest. In the write-up I use a Mick Fleetwood quote about commitment and passion to compare rock stars and sales reps.
After sending the proposal to a potential client I heard back that the proposed audience will probably be too young to know who Fleetwood Mac is. Alrighty then. Guess I have to figure out how to work Lady Gaga's "Bad Romance" into the presentation.
Have a Rah-rah-ah-ah-ah-ah roma-ro-ma-ma kind of day!
- Doug Fleener and Brian Sullivan
A week later she called to follow up and two weeks after that she made the sale. After the sale she called to personally thank me. A few weeks later Alissa sent me a handwritten thank you card with a free gift inside.
She's amazing. Now you probably think she might work for Saks, Nordstrom, or Neiman Marcus. Nope. Alissa works for Comcast. That's right, this amazing saleswoman sells cable. Some people might say that she makes her living selling cable television door-to-door. I say she makes her living delivering an extraordinary client experience.
Believe me, if Alissa can do those things going house-to-house selling cable television, we can do it in our stores.
------------
Fair or foul? Time recently reported that 70% of all HR managers in the U.S. say they have rejected job applicants based on inappropriate materials in online social-networking profiles. I say fair. Heck, I don't care about the material as much as I wouldn't be interested in hiring someone who isn't smart enough to remove such material before job hunting.
------------
One of my Daily readers recently added to the bottom of her e-newsletter, "Please forward this email to a friend. Thank you!" One of her customers, who just happens to be my neighbor, forwarded it to my wife with the following comment:
To my friends who always have really nice things to say about my home - I know some of you already know about Derby Farms in Arlington - but if you don't - it is one of my FAVORITE local spots for fun home stuff and gifts.
The woman who owns it is wonderful, her name is Barbara Popolow and she is such a smart business owner. At the bottom of the below e-mail they asked to forward the e-mail, so I am.
How's that for advocacy? Ask and you shall receive. (Learn more about Barbara's store at www.derby-farm-flowers.com.)
------------
Here's a great tip from The Wall Street Journal. Don't just do exit interviews but also conduct "stay" interviews. Find out why long time employees are staying with you.
They recommend you ask questions such as:
* Why did you come to work here?
* Why have you stayed?
* What would make you leave? (I like that question a lot.)
* What are your nonnegotiable issues?
* What about your managers? What would you change or improve?
Then use that information to strengthen your employee retention strategies.
------------
Apropos of Nothing
I've put together a new program for sales reps titled Rock Star Sales Reps: How the Best Outperform the Rest. In the write-up I use a Mick Fleetwood quote about commitment and passion to compare rock stars and sales reps.
After sending the proposal to a potential client I heard back that the proposed audience will probably be too young to know who Fleetwood Mac is. Alrighty then. Guess I have to figure out how to work Lady Gaga's "Bad Romance" into the presentation.
Have a Rah-rah-ah-ah-ah-ah roma-ro-ma-ma kind of day!
- Doug Fleener and Brian Sullivan
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