Vice President of New Business Development

The 5 Fundamentals of Great Customer Service Organizations

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"Quality in a service or product is not what you put into it.  It is what the customer gets out of it."                                         &...
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Am I a Problem?

Am I a Problem?
"There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else." ~ Sam Walton Funny. I thought that at least if the customer wasn't always right, then at least they would not be an annoyance to the customer service person taking their money! I walked into a "con...
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Ironman Marketing

Ironman Marketing
"Perseverance is not a long race; it is many short races one after the other" ~ Walter Elliot An Ironman Triathlon is widely recognized as one of the most demanding one-day sporting events in the world. It consists of a 2.4 mile swim, 112 mile bike ride and a 26.2 mile run. Just to finish the race takes tremendous planning, training, stamina and co...
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My 3 "Simple" New Year's Resolutions

My 3 "Simple" New Year's Resolutions
"If you can't explain it simply, you don't understand it well enough" Albert Einstein Who am I to argue with Einstein? I reread my last 3 year's posts regarding my thoughts about the New Year and my resolutions for each one. Still all good advice about goal setting, how to use time better and focusing on priorities. Here's the rub though. While I c...
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Santa's Customer Service Secrets

Santa's Customer Service Secrets
"This is the ultimate in feel-good projects. To make money and make people happy, it's a Santa Claus project" ~ Craig Belser Santa Claus may just preside over the most successful customer service organization in the world. This is amazing, given the fact that he has many logistical and operational disadvantages. The ordering system is antiquated. I...
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Sometimes Just Finishing the Race is Good Enough

Sometimes Just Finishing the Race is Good Enough
"Try not. Do or do not. There is no try."  - Yoda With all due respect to one of my favorite characters in one of my favorite movie series, Yoda got it wrong. Mind you, I used to be with him. Much of my life I had a very "do or die" mentality. I often found my emotions whipped back and forth, elated with my victories and despondent with my def...
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3 Reasons to Be Thankful for Good Sales People

3 Reasons to Be Thankful for Good Sales People
"Your life, no matter how bad you think it is, is someone else's fairy tale" ~ Wale Ayeni Thanksgiving has always been my favorite holiday. It does not have the pressure and expectations of gift-giving like Christmas does. It usually does not have the excesses of New Year's Eve. And it doesn't come with the over-stimulation of parades and fireworks...
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3 Sales Skills that Never Go Out of Style

3 Sales Skills that Never Go Out of Style
"Excellence is achieved by the mastery of the fundamentals."  Vince Lombardi A funny thing happened a little while ago during a very exciting family Friday night attic cleanout at home. My two young teenage boys traveled at near warp speed down the stairs bewildered and astonished with an unknown object. It caused the entire project to come to...
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3 Spooky Sales Killers

3 Spooky Sales Killers
"A goal should scare you a little and excite you a lot."  Joe Vitale Hopefully we are all excited about our big sales goals for this fall and Halloween season. And not just to get a lot of candy. The end-of-year activity is usually high in our business as most clients are looking to utilize budgets and make improvements to finish strong and ge...
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Never Quit! Unless You Should...

Never Quit!  Unless You Should...
"Winners never quit and quitters never win."  Vince Lombardi Well………. Far be it from me to disagree with the great Vince Lombardi, and millions of other people who have ascribed to this philosophy. And to be fair, I'm sure that I've uttered the phrase above or something similar to my kids I'd say only a few thousand times over the last 20 plus...
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