Note: In light of Bobby's recent troubles, I thought I would reprint this article the I wrote in 2000.
The recent dismissal of Bobby Knight as the head coach of Indiana University should mark as big a change for sales management as it did for coaching. For years it was popular for sales managers to abuse their staffs with tirades and threats. I remember one manager I worked for who prided himself in publicly humiliating at least one person in every weekly meeting. While this approach may have achieved results, it was still wrong. Beating a person might get them to behave, but it doesn’t make it right.
I almost thought these Neanderthals had become extinct until I was sitting in the Red Carpet Room at O’Hare Airport last week. Behind me was the loudest, most obnoxious representative of this breed. He was cursing a blue streak at full volume, so I had no choice but to listen in. It seems that a particular sales rep must have missed his quota last month and, in the words of my loud friend, it was because he was just plain lazy. And furthermore, if he didn’t get on the stick he’d fire his sorry %?#. With that he slammed down the phone and I realized that he had been talking to this poor reps voice mail! The coward didn’t even have the courtesy to be rude in person.
What follows, I swear, is true. Moments later, our Neanderthal took a call on his cell phone and the tone of his voice changed remarkably. He was calm and collected and even nice. As I listened in, he was telling a friend about a meeting with his boss who had apparently recommended that he get immediate counseling for anger management. (Imagine that!) He said the boss let him know that it could affect his career. He told his friend that the boss just didn’t understand ‘these guys’ and if he did he’d be screaming, too. Then he confided in his friend that he had already started the counseling and that he was going to try ‘real hard’ to make it work.
I noted that he never said his boss yelled at him or threatened him, although I believe his boss had cause. He actually spoke very nicely about the man who had just made it clear that his job was on the line if he didn’t change immediately. And he referred to the fact that he was taking action based on the advice he had received. It was clear to me that Mr. Loud and his boss had very different styles.
I wonder who gets the best results: the screamer or his calm boss? I wonder which one builds a loyal team that will give their all to make goal in the tough months? I wonder which one has employees who recommend friends to join their company? I think the old style of management was a result of poor skills. Managers who lacked the knowledge to handle people properly resorted to the techniques they learned in high school football. I don’t know about you, but my high school football coach retired with a winning record and a small paycheck.
Let’s bury phrases like, “Winning isn’t the most important thing, it’s the only thing”. It’s that attitude that caused one parent to shoot another at a hockey rink near here recently. What’s more, today’s workers don’t have to put up with that abuse. They are too smart and have too many options. Let’s use effective goal setting, coaching, mentoring, training and motivating. Let’s spend the time to hire the best and then invest in them to make them better. Let’s identify those who are not right for the job and move them to other positions or ‘free them up for other opportunities’ by helping them find jobs elsewhere and discharging them with their dignity intact.
This is not just the right way to treat people; ironically, it’s the only way that works. If you have Bobby Knights in your company, pull them aside. Tell them that they are a liability not an asset and that you are sorry you let it go this long. Give them the training, the tools and an opportunity to change, but make sure they do. Then make sure you lead by example and build an organization where smart people can feel good about trying their best and where achievement is recognized and failure points out areas for improvement.
Let’s say good-bye to Bobby Knight and all those like him. The future is too good to be spoiled by their kind.
Tuesday, November 14, 2006
Tuesday, October 03, 2006
Update on Goodyear
Sales is about trust!
Last year, I wrote an article on the great service I received from the local Goodyear store. That one situation build a great relationship that made them a load of money.
How things change.
I dropped off my BMW today for an oil change. A few hours later, they called to say that my transmission fluid was turning brown and needed to be changed. There is only one problem. The BMW has a sealed transmission and you can't see the fluid!
Their story?
They say that a novice mechanic looked at the oil and thought it was the transmission fluid.
There are only two possible situations here. Either the new mechanic is a real beginner and should not have been working on my car or someone thought they could charge me for something I did not need. Either way, they lost a load of trust in my book.
Sales requires trust and we must do everything we can do to build it or repair it when we damage it.
Go out and sell something,
Steve
Last year, I wrote an article on the great service I received from the local Goodyear store. That one situation build a great relationship that made them a load of money.
How things change.
I dropped off my BMW today for an oil change. A few hours later, they called to say that my transmission fluid was turning brown and needed to be changed. There is only one problem. The BMW has a sealed transmission and you can't see the fluid!
Their story?
They say that a novice mechanic looked at the oil and thought it was the transmission fluid.
There are only two possible situations here. Either the new mechanic is a real beginner and should not have been working on my car or someone thought they could charge me for something I did not need. Either way, they lost a load of trust in my book.
Sales requires trust and we must do everything we can do to build it or repair it when we damage it.
Go out and sell something,
Steve
Monday, September 11, 2006
Tuesday, August 01, 2006
Training Saves The Day
70 Feet down and sinking fast!...
Saturday afternoon I was diving off of West Palm Beach, Florida (in front of Donald Trumps new place with the 8,000 square foot living room). The seas were a little rough but otherwise life on the boat “The Wetter, The Better” was pretty good. The first dive after lunch was supposed to be a drift dive into 70 feet of water. That’s deeper than I had ever been before, but I had a good team with me so I was ready. After we all entered the water and signaled OK, we all started down.
Something went wrong.
I started down a little slower than the rest but thought I’d quickly catch up. Wrong! The current was so strong that we were all quickly separated and I was left by myself. I was watching my gauges as I descended past 60 feet and still could not see the ocean floor. At 70 feet, still no floor and no team. It’s a little disconcerting to be in a totally grey world, dropping into the abyss and getting well beyond your comfort zone.
This is where training counts.
With the equivalent of a 7 story building of water above me and no idea what to do next, I was a little concerned. That’s when my training kicked in. My instructor had taught us how to get out of situations like that. I had been taught how to quickly surface from those depths without killing myself. (Done wrong, the air in my lungs would more than triple in volume!)
It worked.
A few minutes later, I was on the surface and waiting for the boat. No harm done and ready for the next dive.
When does your training kick in?
Any good sales person will get themselves in over their head from time to time. You’ll be faced with a tougher customer or a bigger opportunity than you ever faced before. This is the time to go back to your training.
Questions will save you.
Whenever you start to feel stressed and don’t know what to say, start asking questions. Questions are your emergency kit for all situations. Simply asking, “Please tell me a little more about that?” or “What could we do to help you?” or “What would you like us to be able to do for you?” will often turn it all around. Once the prospect is talking, you’ll have the opportunity to regroup and prepare your next move.
Good training will prepare you to go where others fear to tread. It will give you the confidence to call on CEO’s and bigger accounts. As long as you know that you can always handle the situation, you will have what it takes to constantly move your career up to the next level.
Ever been stuck and panicked on a sale call? Send me your favorite stories and I’ll put them on my blog (and omit your name!).
Have a great week and keep selling,
Steve Waterhouse
You can see great photos of our dive area here.
Saturday afternoon I was diving off of West Palm Beach, Florida (in front of Donald Trumps new place with the 8,000 square foot living room). The seas were a little rough but otherwise life on the boat “The Wetter, The Better” was pretty good. The first dive after lunch was supposed to be a drift dive into 70 feet of water. That’s deeper than I had ever been before, but I had a good team with me so I was ready. After we all entered the water and signaled OK, we all started down.
Something went wrong.
I started down a little slower than the rest but thought I’d quickly catch up. Wrong! The current was so strong that we were all quickly separated and I was left by myself. I was watching my gauges as I descended past 60 feet and still could not see the ocean floor. At 70 feet, still no floor and no team. It’s a little disconcerting to be in a totally grey world, dropping into the abyss and getting well beyond your comfort zone.
This is where training counts.
With the equivalent of a 7 story building of water above me and no idea what to do next, I was a little concerned. That’s when my training kicked in. My instructor had taught us how to get out of situations like that. I had been taught how to quickly surface from those depths without killing myself. (Done wrong, the air in my lungs would more than triple in volume!)
It worked.
A few minutes later, I was on the surface and waiting for the boat. No harm done and ready for the next dive.
When does your training kick in?
Any good sales person will get themselves in over their head from time to time. You’ll be faced with a tougher customer or a bigger opportunity than you ever faced before. This is the time to go back to your training.
Questions will save you.
Whenever you start to feel stressed and don’t know what to say, start asking questions. Questions are your emergency kit for all situations. Simply asking, “Please tell me a little more about that?” or “What could we do to help you?” or “What would you like us to be able to do for you?” will often turn it all around. Once the prospect is talking, you’ll have the opportunity to regroup and prepare your next move.
Good training will prepare you to go where others fear to tread. It will give you the confidence to call on CEO’s and bigger accounts. As long as you know that you can always handle the situation, you will have what it takes to constantly move your career up to the next level.
Ever been stuck and panicked on a sale call? Send me your favorite stories and I’ll put them on my blog (and omit your name!).
Have a great week and keep selling,
Steve Waterhouse
You can see great photos of our dive area here.
Tuesday, June 13, 2006
Which one of us is clueless?
Make Your Presentations Understandable
Which one of us is clueless?
That’s probably a dangerous way to start my newsletter, but I’ll risk it. I know how my kids would answer that question! I walked into the kitchen today and my wife was on the phone with a friend talking about a new restaurant in town. The restaurant had inserted a flier in the newspaper and it was full of special deals for the grand opening.
Here’s where the clueless part comes in…
My wife and her friend were trying to figure out what kind of crablegs and wings this place had. You see, in the ad it said “AUCE Crablegs” and “AYCE Wings”. I guessed that the AUCE must mean Australian but I had no idea what the AYCE stood for.
We did catch on.
All of a sudden we all got it. It meant “All You Can Eat” and “All U Can Eat”! We all felt foolish for not figuring it out sooner. Shouldn’t it have been obvious?
Yes! It should have been obvious and it should not have required that much time to decode. I’m sure the restaurant assumed that we all know their code, but they were wrong. So wrong that they almost lost the entire value of the ad on one cute abbreviation.
We all do the same thing.
Every industry has its inside talk. Unfortunately, it slowly creeps into our regular talk. When it does, we risk having others completely miss out points. We know from studies of clients that they will seldom ask you to clarify a term they don’t understand. Instead, they will sit there quietly and nod their head in agreement until you leave. Then they will buy from someone they understand. What’s worse, we often present to a group of people, some of whom get it and some don’t. Which group should we play to?
K.I.S.S.
You remember the old adage, Keep It Simple Stupid. That’s more than an old saying, it’s sage advice. Here’s a test for you. Pull up the slides for your favorite sales presentation and look through it for ‘insider talk’. Is it possible for smart people to miss your point if they don’t thoroughly know your business? Would it make sense to clarify that point in your next presentation? Could you explain it on the slide?
Don’t weaken the impact of your offering by burying it in code. Spell it out and make sure everyone clearly understands the real value of your offering.
Wishing You Selling Success,
Steve Waterhouse
Does your group need presentations skills training? Our Power Presentations training could be just the solution. Contact me at mailto:steve@waterhousegroup.com?subject=presentations-blog or 1-800-57-LEARN (575-3276).
Which one of us is clueless?
That’s probably a dangerous way to start my newsletter, but I’ll risk it. I know how my kids would answer that question! I walked into the kitchen today and my wife was on the phone with a friend talking about a new restaurant in town. The restaurant had inserted a flier in the newspaper and it was full of special deals for the grand opening.
Here’s where the clueless part comes in…
My wife and her friend were trying to figure out what kind of crablegs and wings this place had. You see, in the ad it said “AUCE Crablegs” and “AYCE Wings”. I guessed that the AUCE must mean Australian but I had no idea what the AYCE stood for.
We did catch on.
All of a sudden we all got it. It meant “All You Can Eat” and “All U Can Eat”! We all felt foolish for not figuring it out sooner. Shouldn’t it have been obvious?
Yes! It should have been obvious and it should not have required that much time to decode. I’m sure the restaurant assumed that we all know their code, but they were wrong. So wrong that they almost lost the entire value of the ad on one cute abbreviation.
We all do the same thing.
Every industry has its inside talk. Unfortunately, it slowly creeps into our regular talk. When it does, we risk having others completely miss out points. We know from studies of clients that they will seldom ask you to clarify a term they don’t understand. Instead, they will sit there quietly and nod their head in agreement until you leave. Then they will buy from someone they understand. What’s worse, we often present to a group of people, some of whom get it and some don’t. Which group should we play to?
K.I.S.S.
You remember the old adage, Keep It Simple Stupid. That’s more than an old saying, it’s sage advice. Here’s a test for you. Pull up the slides for your favorite sales presentation and look through it for ‘insider talk’. Is it possible for smart people to miss your point if they don’t thoroughly know your business? Would it make sense to clarify that point in your next presentation? Could you explain it on the slide?
Don’t weaken the impact of your offering by burying it in code. Spell it out and make sure everyone clearly understands the real value of your offering.
Wishing You Selling Success,
Steve Waterhouse
Does your group need presentations skills training? Our Power Presentations training could be just the solution. Contact me at mailto:steve@waterhousegroup.com?subject=presentations-blog or 1-800-57-LEARN (575-3276).
Tuesday, June 06, 2006
Columbo was a great salesman
Don’t get too smart…
My wife and I had dinner last night with two friends who are also in the consulting and training business. We spent most of the night sharing war stories and catching up on recent business events. One of my friends has had great success in selling to the military. Her program for military recruiters is one of the most successful ever and has helped the recruiters show many young people a great path to a wonderful future.
During the conversation, I mentioned that I have trouble when I work with the military because I can’t keep all the ranks straight. A Captain in the Army and a Captain in the Navy, for example, are at very different levels. My friend admitted having the same issue, and then said something very profound. She said, “I don’t really want to get to know them that well”. She went on to explain that her job was to bring them an outside perspective and not to become one of them.
That’s a lesson for all of us!
Our job is to understand our client well enough to bring them solutions, but not to get so deeply involved that we become one of them. I’ve heard sales people who have worked with a particular client for so long that they know exactly what will and won’t work. They are paralyzed by their knowledge. Amazingly, when we change sales people on the account, opportunities pop up everywhere.
The new sales person was dumber!
That’s right, dumber can work better than smarter if it means that you are still open to charging into situations that might mean new business or asking questions that others think they already know the answers to.
Are you too smart?
Do you already know what can’t work and what the client absolutely won’t do? Listen to yourself. Listen to the conversations you have with your manager about the account. Are you justifying the lack of business with your knowledge of the situation? What if you are wrong? What if the situation has changed? What if you read it wrong in the first place?
It’s time for Columbo.
Remember the Peter Falk character of Lieutenant Columbo? His genius was in his ability to not know the answers and to ‘play dumb’. Only then did he find the real solution to the crime.
What do you know that might not be true? What situation have you prevented yourself from pursuing? Today is your day to make a change and open up the doors that you yourself have closed. The opportunities may be right in front of you.
Be a little dumber today and let me know what opportunities you find!
Wishing you great Selling Success,
Steve Waterhouse
Here is another blog you might like:
Customer Service and More: The Shep Hyken Blog
My wife and I had dinner last night with two friends who are also in the consulting and training business. We spent most of the night sharing war stories and catching up on recent business events. One of my friends has had great success in selling to the military. Her program for military recruiters is one of the most successful ever and has helped the recruiters show many young people a great path to a wonderful future.
During the conversation, I mentioned that I have trouble when I work with the military because I can’t keep all the ranks straight. A Captain in the Army and a Captain in the Navy, for example, are at very different levels. My friend admitted having the same issue, and then said something very profound. She said, “I don’t really want to get to know them that well”. She went on to explain that her job was to bring them an outside perspective and not to become one of them.
That’s a lesson for all of us!
Our job is to understand our client well enough to bring them solutions, but not to get so deeply involved that we become one of them. I’ve heard sales people who have worked with a particular client for so long that they know exactly what will and won’t work. They are paralyzed by their knowledge. Amazingly, when we change sales people on the account, opportunities pop up everywhere.
The new sales person was dumber!
That’s right, dumber can work better than smarter if it means that you are still open to charging into situations that might mean new business or asking questions that others think they already know the answers to.
Are you too smart?
Do you already know what can’t work and what the client absolutely won’t do? Listen to yourself. Listen to the conversations you have with your manager about the account. Are you justifying the lack of business with your knowledge of the situation? What if you are wrong? What if the situation has changed? What if you read it wrong in the first place?
It’s time for Columbo.
Remember the Peter Falk character of Lieutenant Columbo? His genius was in his ability to not know the answers and to ‘play dumb’. Only then did he find the real solution to the crime.
What do you know that might not be true? What situation have you prevented yourself from pursuing? Today is your day to make a change and open up the doors that you yourself have closed. The opportunities may be right in front of you.
Be a little dumber today and let me know what opportunities you find!
Wishing you great Selling Success,
Steve Waterhouse
Here is another blog you might like:
Customer Service and More: The Shep Hyken Blog
A Great Recovery is Better Than No Mistakes
We screwed up…
Sometimes that’s the only answer. Last night I chaired a teleconference with an association committee that I head. Our association just made a big decision and, while the details were understandable, the timing was very poor. Members were questioning why the board was either stupid or insensitive to the needs of the members.
To help answer the questions, I had the president of the association join me on the call. When I opened it up to questions, the first person laid it on the line and asked why the board had done what they had done. The president defused the situation with his first sentence. He said, “Frankly, we screwed up.” He took full responsibility for not having seen the problems and for not correcting them sooner. He promised he would talk with future presidents to make sure a similar oversight never happened again.
That did it.
I had budgeted a full hour for the discussion, but we only needed twenty minutes. The lesson for sales people is simple. When you or your company makes a mistake, the client wants two things. First, they want an apology. They want to know you are truly sorry for the inconvenience you caused them. This is a courtesy we owe each other in such situations. Second, they want to know that it will not happen again. You need to show the steps you have taken or will take to prevent a repeat of the same error.
Recoveries build rapport.
Many sales people have told me stories of how they have built better relationships with clients as a result of how they handled a bad situation. One person last week said the best thing that ever happened to him was being given a territory where the pervious sales person was a disaster. Everyone was willing to talk with him, if only to complain. His job was simply to turn the complaints around and become a hero. He said it was the easiest time he has ever had in a new territory.
What can you fix today?
What mistakes have you made that need correcting? What old clients need an apology to get the relationship started again? There may be no easier way to build your business. There is certainly no better way to improve your sleep tonight! Go get it done and send me a note with your successes. I love hearing from you.
Wishing you selling success,
Steve Waterhouse
Here is another blog you might like:
Grow Your Key Talent
Rebecca Morgan’s Insights & Information For Developing Your Star Staff
Sometimes that’s the only answer. Last night I chaired a teleconference with an association committee that I head. Our association just made a big decision and, while the details were understandable, the timing was very poor. Members were questioning why the board was either stupid or insensitive to the needs of the members.
To help answer the questions, I had the president of the association join me on the call. When I opened it up to questions, the first person laid it on the line and asked why the board had done what they had done. The president defused the situation with his first sentence. He said, “Frankly, we screwed up.” He took full responsibility for not having seen the problems and for not correcting them sooner. He promised he would talk with future presidents to make sure a similar oversight never happened again.
That did it.
I had budgeted a full hour for the discussion, but we only needed twenty minutes. The lesson for sales people is simple. When you or your company makes a mistake, the client wants two things. First, they want an apology. They want to know you are truly sorry for the inconvenience you caused them. This is a courtesy we owe each other in such situations. Second, they want to know that it will not happen again. You need to show the steps you have taken or will take to prevent a repeat of the same error.
Recoveries build rapport.
Many sales people have told me stories of how they have built better relationships with clients as a result of how they handled a bad situation. One person last week said the best thing that ever happened to him was being given a territory where the pervious sales person was a disaster. Everyone was willing to talk with him, if only to complain. His job was simply to turn the complaints around and become a hero. He said it was the easiest time he has ever had in a new territory.
What can you fix today?
What mistakes have you made that need correcting? What old clients need an apology to get the relationship started again? There may be no easier way to build your business. There is certainly no better way to improve your sleep tonight! Go get it done and send me a note with your successes. I love hearing from you.
Wishing you selling success,
Steve Waterhouse
Here is another blog you might like:
Grow Your Key Talent
Rebecca Morgan’s Insights & Information For Developing Your Star Staff
Saturday, March 11, 2006
What's your value: a Dr's story
I went to the doctor recently for a regular check-up. While I as sitting in the waiting room, I noticed that there were three patients and four pharmaceutical reps. This fascinated me since I train phama reps. At the end of my exam, I asked the doc what he thought of pharmaceutical reps. Were they valuable or annoying?
His answer was surprising.
He said that that drug sales people have two values to him. First, he said that occasionally they actually tell him something that he did not know. He saw that as important because he needs to keep up on so many new things that every source was worth a few minutes of his time.
Then came the surprise.
He said that drug reps are part of the informal welfare system. They load him up with samples of drugs every time the stop in. He, in turn, dispenses these drugs to patients who can not afford to buy them.
I'm not sure if he is more likely to prescribe these same drugs to those of us who can afford to pay for them, but I suspect he is. The lesson for all of us is to understand that we bring a variety of values to our client. Some direct and some indirect. Determine what the client needs and you'll find your key to earning their time and earning their business.
Keep selling!
Steve Waterhouse
We now have trainers around the country to serve our clients.
Sales Training in Portland
Sales Training in Detroit
Sales Training in Boston
His answer was surprising.
He said that that drug sales people have two values to him. First, he said that occasionally they actually tell him something that he did not know. He saw that as important because he needs to keep up on so many new things that every source was worth a few minutes of his time.
Then came the surprise.
He said that drug reps are part of the informal welfare system. They load him up with samples of drugs every time the stop in. He, in turn, dispenses these drugs to patients who can not afford to buy them.
I'm not sure if he is more likely to prescribe these same drugs to those of us who can afford to pay for them, but I suspect he is. The lesson for all of us is to understand that we bring a variety of values to our client. Some direct and some indirect. Determine what the client needs and you'll find your key to earning their time and earning their business.
Keep selling!
Steve Waterhouse
We now have trainers around the country to serve our clients.
Sales Training in Portland
Sales Training in Detroit
Sales Training in Boston
Saturday, March 04, 2006
Biodegradable False Teeth
My Friend Laurie called me on my cell phone yesterday. She was all excited about her new business idea!
Biodegradable False Teeth from China.
I was a little surprised since I did not see the value in false teeth being biodegradable. Laurie explained that when people left them on golf courses, they damaged the mowers. Ok, I can see how a pair of false teeth, left on a golf course could damage a mower, but why would people leave their false teeth on the course? Laurie said they did it all the time. She asked me what I did with mine after I teed off? I told her that I had taken care of my teeth and didn't need false teeth yet, but I had never seen my dad and his friends take their's out when they were teeing off.
That's when she started yelling at me. "What are you talking about? Biodegradable golf tees are going to be required by courses soon."
Golf Tees? I thought she said "False Teeth!"
The lesson is to listen more carfully on your cell phone when you are in a noisy airport.
Now go sell something.
Steve Waterhouse
Biodegradable False Teeth from China.
I was a little surprised since I did not see the value in false teeth being biodegradable. Laurie explained that when people left them on golf courses, they damaged the mowers. Ok, I can see how a pair of false teeth, left on a golf course could damage a mower, but why would people leave their false teeth on the course? Laurie said they did it all the time. She asked me what I did with mine after I teed off? I told her that I had taken care of my teeth and didn't need false teeth yet, but I had never seen my dad and his friends take their's out when they were teeing off.
That's when she started yelling at me. "What are you talking about? Biodegradable golf tees are going to be required by courses soon."
Golf Tees? I thought she said "False Teeth!"
The lesson is to listen more carfully on your cell phone when you are in a noisy airport.
Now go sell something.
Steve Waterhouse
Saturday, February 25, 2006
Don't insult the customer
There is an ad running on the radio here in Jacksonville that goes like this: "If we can't give you $10,000 for your trade, we'll pay your first month's car payment." What a joke. So, if I understand this, their only downside to not giving me $10,000 on my old junker is to make my first car payment (and they limit it to $500) IF I BUY FROM THEM! I'm not stupid. I know they will never give me the $10,000 unless my car was already worth it. They will do nothing more than usual.
Companies do this all the time. They make offers that are not real and assume the public is too stupid to figure it out. Maybe they are, but I think it's poor business. Treat your client with dignity and respect and you might be surprised at how much they respect you.
Wishing you selling success,
Steve Waterhouse
More sales articles
Toll Brothers Home Builders complaint page
Companies do this all the time. They make offers that are not real and assume the public is too stupid to figure it out. Maybe they are, but I think it's poor business. Treat your client with dignity and respect and you might be surprised at how much they respect you.
Wishing you selling success,
Steve Waterhouse
More sales articles
Toll Brothers Home Builders complaint page
Tuesday, January 17, 2006
Give Generously
When I checked into the Crown Plaza in Detroit, I was told that I had won a free dinner. Apparently they give one out each night for members of their Priority Club. Since I was on my own tonight, it was perfect. After a great meal of sea bass, the waiter told me that, not only was the meal free, but the hotel covered his tip! That's class. Think of how you and your company do business. Do you strive to amaze the client or do you risk leaving them with a bad taste?
I gave him another tip and he was thrilled.
Keep Selling,
Steve
I gave him another tip and he was thrilled.
Keep Selling,
Steve
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