I love cigarette smoke

I love cigarette smoke. It’s only certain brands, and I couldn’t tell you which ones. Sometimes it’s even just the stale smell hanging in the air of a place frequented by smokers. I know smoking damages you, and I certainly encourage you to give up the habit. But when I smell the smoke, a precious thing happens: I hear a …

Do customers trust machines over people?

The article’s title ought to give us pause: “People put more faith in computers than other humans.” I know of a pilot project where automotive service departments set up kiosks for customers to use as an alternative to talking to a professional service advisor. The kiosk outsold the humans. Perhaps people trusted that professionals programmed the kiosk to know exactly …

Surviving the Stress of Retail Customers

Surviving the stress of retail customers even applies to soldiers. Glenn is a sales consultant for one of my clients. You immediately notice him because of his piercing blue eyes, hip-yet-effortless dress and calm demeanor. Spend enough time with him, and you’ll notice that he is a good listener, like all successful salespeople. In fact, a few years ago he …