Companies often place policies and procedures ahead of customers. When employees are told to follow the rules or else, when they aren’t given leeway to use common sense, customer relations—and company reputations—suffer. Additional Reading: Who Cares About Customers? Is it Hard to Do Business with You? Creating a Culture That Promotes Customer Satisfaction If you… [Read More]
Archives for January 2012
Leadership: Promoting Beliefs and Values
Because beliefs and values form the heart of an organization’s culture, great leaders never miss an opportunity to reinforce them. They know that once internalized, these beliefs and values affect the norms that influence day-to-day actions, determine what’s important, reinforce appropriate behavior, and change attitudes. How are you promoting beliefs and values in your organization?… [Read More]
Avoid Distractions
“Do you have a minute? I have a great idea.” “I have to turn this project in half an hour. Can you take a look at it for me?” “So, what did you think of the ballgame last night?” “I’ll call when I have a really strong investment recommendation, OK?” These are some of the… [Read More]
Sales Tip #17. Promises Don’t Come in Degrees
Be careful about promises made. As Kristin Anderson says in Delivering Knock Your Socks Off Service, “You can’t promise your customers sunny weather, but you can promise to hold an umbrella over them when it rains.” Problems arise when promises can’t be met. There are no degrees of promises; every promise is equally important because… [Read More]
America’s Top 100 Thought Leaders
FOR IMMEDIATE RELEASE Trust Across America Names Frank Sonnenberg Among 2012’s Top 100 Thought Leaders RIDGEWOOD, NJ, January 12, 2012 — Trust Across America, an organization dedicated to unraveling the complexities of trustworthy business behavior, has selected Frank Sonnenberg of New Jersey as one of North America’s Top 100 Thought Leaders in Trustworthy Business Behavior… [Read More]