You Do Not Need Pushy Salespeople. You Need Observant Ones
A lot of businesses are afraid of selling badly. Fair enough. Nobody wants staff hovering over customers. Nobody wants every interaction turned into an upsell. Nobody wants customers feeling like they are being squeezed for another dollar. So the pendulum swings the other way. Staff become polite. Helpful. Efficient. And completely passive. They wait for […]
The Most Profitable Service Moments Are Often the Smallest
Businesses often look for revenue in big places. New campaigns. New locations. New products. New systems. But some of the easiest money is sitting inside moments that already exist. A customer finishes a meal. A client pauses before leaving. Someone asks a question that signals interest. A group settles in and clearly plans to stay […]
The Gap Between Intended Service and Actual Experience
Every business has an intended customer experience. The phone should be answered quickly. The offer should be explained clearly. The staff member should make the right recommendation. The process should feel simple. The customer should leave confident. On paper, it all makes sense. The problem is that customers do not experience the version on paper. […]
A Difficult Customer Can Be the Best Stress Test You Get
Most businesses look good when the customer is easy. The request is simple. The answer is obvious. The process works exactly as expected. Nobody is frustrated. Nobody is asking for anything unusual. Under those conditions, almost any service system can appear healthy. That is why difficult customers are useful. They put pressure on the parts […]
The Best Salespeople Don’t Sound Like Salespeople
You can usually tell when someone has gone into “sales mode”. Their tone changes. The questions become more polished. The enthusiasm gets turned up. Every answer somehow becomes “a great choice”. And the customer notices. That is the problem. Most people do not mind being sold to. They mind feeling handled. There is a difference. […]
The Awkward Moment Your Staff Are Avoiding Is Hurting Your Business
Think about the last time you went to a restaurant, finished your meal, and nobody offered you dessert. Happens all the time. And it’s not because the restaurant doesn’t have dessert. It’s because the staff felt a little awkward about offering it. You didn’t ask for it. They didn’t want to seem pushy. So they […]
Your Best Store Might Not Be Your Best Store
I’ve had this conversation more times than I can count. A client comes to me and says, “Look, we’ve got a real problem at this location. But that one over there is fine, we’re not worried about that one.” We run the evaluations. And more often than not, they’ve got it the wrong way around. […]