Mike is a believer! He has seen the light–the value of artificial intelligence–in the form of ChatGPT. He’s ahead of the curve … as we went to press, news broke that its creator was in talks with investors for a valuation around $29 billion. Tune in for a demonstration of the power that just may change everything. This is …
The two questions that help you work with ANYBODY
“I can’t work with this person!” Have you ever found yourself saying this? What if there were two questions you could ask that would allow you to work with literally anybody? The basics In previous posts about the DISC model of behavior styles, I promised that there were two questions that can help you interact and work with others. A …
Leeches, Shakespeare and your personality
Have you ever left an encounter with a customer (or coworker, or family member) really different from you and felt completely drained? Perhaps they seemed really boring. Or too animated. You might have found their amount of details exhausting. Or their lack of them annoying. Maybe it felt like there was a wall between the two of you. Or that …
One company’s littlest act yielded the strongest loyalty
A client told me this story last week. I had to pass it along. He was trying to buy his first house in the 1980, when interest rates were still high, and banks were still skeptical. The bank told him he just didn’t have enough credit history. As an automotive technician who watched his pennies, he hadn’t had a credit …
K’s Story: 3 Customer Experience Pitfalls
Put yourself in the shoes of a young woman trying to buy a car. This true story points out three problems relevant to anyone involved in selling anything to customers. How do you measure up? Questions? Comments? Ideas for future episodes? Email Mike and Mark. Listen here … subscribe on Spotify, Amazon or Apple … or watch below.
Use all five senses to brand your environment
I recently worked with a high-end luxury sales professional who had a signature scent. He smelled of exotic oils … and tobacco. It was unique, pleasant and “heavy.” By that I mean it came across as a serious scent. It said, “This guy is wise to the world. He knows what he’s talking about.” A lot of customers agreed and …
Are you accidentally a luxury brand?
“Ford is a luxury brand. Prove me wrong.” So says a friend and colleague who used to be a luxury car dealer himself. I see his point. The F-150, for instance, technically starts in the $30,000s but can easily be equipped for double that. (Some trim levels start in the $60,000s and $70,000s.) I have had clients over the years …
Covid is waning. Here are two meetings you need to have now.
Mark was so struck with the powerful simplicity to Mike’s recent work that they made a podcast episode about it: The lockdowns have come to an end. Here are two meetings you need to have before too much time passes. Questions? Comments? Ideas for future episodes? Email Mike and/or Mark. Listen here … subscribe on Spotify, Amazon or Apple … or watch …
A couple more exhibits in the court of public opinion
One of my clients, a car dealership, walked me through how they talk to local customers about car prices. A local prospect was complaining about the sticker price. The store of course walked him through the current realities of the market–supply, demand, logistics, etc. And then they added this: “We have regular calls from companies trying to buy our vehicles …
Should your employees have cell phones at work?
Yesterday I was paying for items at a grocery store. The cashier was not rude, but she was not friendly. Everything she said was brief and without much feeling. As I picked up my bag, I noticed why: She was in the middle of a video call on her smart phone. I, the customer, was an interruption. Cell phones, and …