Posted: July 17, 2025 | Categories: Customer service, Leadership, Management, Sales, Self-Improvement

Nearly 40 years ago I was viewing a session on time management and I saw a demonstration I’ll never forget:  The speaker asked the audience of 80 people, “How many of you have been on time for every appointment you have had in the last year?”  Only three raised their hand.  Since that day all those years ago, I can count the number of times I have been late on one hand. Being on time is my non-negotiable standard.

Unfortunately, one of those “non-punctual” times happened this past weekend.  My wife and I were scheduled to visit our son and grandchildren.  We said we would be there between 9:30 – 10:00am.  We didn’t arrive until 10:15.  As a result our son had to reschedule some activities to compensate.

My son is 38, and this was my first time being late.  I knew he must be thinking it was my wife’s fault.  It wasn’t.  It was mine!  The reason was poor planning.  I made it very clear that it was my fault and I apologized for not respecting his time.  No excuses.  No blame. I suppose I could have brushed it off and said in a dispassionate tone, “Sorry I’m late”.  I couldn’t do that.  This was a big deal.  When we say we will be somewhere at a certain time, that is a commitment.  It is a promise.  It is our reputation.  It shows we respect the most valuable thing we have…our time.

I conclude with the speaker’s follow up question:  He asked the 3 “on-timers” who raised their hands how they did it.  They all had the same answer, and I’ll bet you know what it is:  LEAVE EARLY!  Be punctual.  Be a person who can be counted on.

Posted: July 11, 2025 | Categories: Customer service, Sales

As a handicapped senior citizen, I can be pretty slow moving.  When I go to a store or event lately I have sensed some impatience and “twitching” as I place my order and slow down the line.  Let’s admit, we can likely remember a time when we have been impatient with someone, and felt bad about it later.

Last Saturday, I had an experience that definitely demonstrated the value of maintaining patience and being kind.  Here’s what happened:  My two sons and I went to Wrigley Field as a 30-year Father’s Day tradition.  The crowd was a sellout and everyone was jamming up at the gates to show their tickets and enter the park.  Then came me poking along.  As I went through the gate, an usher saw me with my cane and graciously offered to bring me a chair.  Even though I declined, I was warmed by his enthusiasm and caring.

Later in the game I moved from my seat to go buy a snack.  As I was descending the steps, one of the ushers reached out and said, “Here, take my arm”.  What impressed me most was what management had built into their culture.  I walked away thinking how much these folks welcome helping people and how much they care.

This is my message to you:  Every human interaction is a moment of truth.  How you manage that moment is a big part of what life is made of.  We can truly make the other person feel important and apreciated, or we can be indifferent.  Are you a people builder or people shrinker?  Which one would you rather be?

Posted: May 8, 2025 | Categories: Sales, Self-Improvement

I have a friend (We’ll call him Rick) who recently sold his company.  From beginning to end, the sale process took about two years.  Rick’s goal was to have the business sold by April 30, 2025.  It almost didn’t happen.

Last Tuesday, Rick received a call from the prospective buyer.  He said he wanted to postpone the sale until later in the year.  Rick didn’t panic.  He knew he needed to work through some last-minute sticking points.  They did, and on Thursday of the same week they had the closing, and the sale was complete.

How did Rick turn the situation around so quickly?  He was prepared.  Rick and I had several conversations about 11th hour surprises.  Rick considered everything he could think of that could make the deal go south.  With the list, for each concern he carefully considered how to respond to each objection in a way that kept things going.  It worked.  There were two objections:  One dealt with a large sale that had not been closed yet.  The other was an employment contract dispute.  They calmly got to work and came up with a plan they were both comfortable with.  The objectives were resolved, and the closing naturally followed.

Many sales reps have experienced a “sure thing” deal go bad at the last minute.  I recommend that we all learn from Rick, and prepare for those last-minute objections.  Doing this will allow us to be calm and not panic, and systematically work through all remaining objections.  Then…CLOSE!

Posted: April 8, 2025 | Categories: Presentation skills, Sales, Self-Improvement

“History has repeatedly been changed by people who had the desire and the ability to transfer their convictions and emotions to their listeners”   –Dale Carnegie

In my 40-year career of professional coaching, I have found the above statement by Dale Carnegie to be axiomatic.  When we can communicate effectively in front of a group, we are positioned to change history. Think of Abraham Lincoln or Martin Luther King.  Speaking in front of a group was a critical part of their success.

Here is the secret that my experience and history have shown: Those who have the most fear of public speaking and overcome this fear are often the best speakers.

There is more good news! If you have a deathly fear of public speaking and you want to get past this barrier, the rate of growth can be very rapid.  In a matter of months, you can become an excellent speaker.

Here is an example:  Several years ago I was approached by an eye doctor who was excited about some special research he had done regarding vision problems in young children. He found there was an acute need to discover vision problems early to prevent difficulty in learning and motor skills.  He wanted to get the word out so that affected children could better adjust to their schooling. After 12 weeks of working with him, the doctor went on a speaking tour, and a year later he was doing a series of lectures through Europe partially paid for by his speaking fees.  You may think this is an unusual case.  It is not.

If the fear of public speaking is holding you back like it was for this doctor, resolve yourself to take action by reading or enrolling in a class. You will be on your way to a new dimension in life, and who knows?  You may change history

Posted: April 3, 2025 | Categories: Customer service, Leadership, Sales

Several years ago, I worked with someone who displayed one of the best collections of interpersonal skills traits I can recall. Her name was Jane, and once she made a statement I will never forget. She said, “I’ve worked for five different companies in the last 20 years and I have not moved from this chair.” You see, Jane’s company had been merged or acquired 5 times, and each time the new company insisted Jane remained. She was a receptionist – the first and last impression of her company. Why was she so popular?  I think I know. Here are some of the traits I observed in her over the years:

Positive: When we complain, we are a burden.  If we down-mouth others, we lose respect.  Jane exhibited rule #1: Be a person others want to be around.

Show genuine interest: She knew and remembered birthdays, sporting events, anniversaries, and vacations. She was sincere and got others talking about their favorite subject – themselves.

Politics: She avoided this category, and I suspect she also avoided rattlesnakes!

Appreciation: She always remembered to say thank you.

Remembering names: She gave full effort to learning and remembering people’s names. She made others feel special.

Smile: She had an infectious smile, and a perpetual twinkle in her eye.  People found her easy to approach.

Listened: She listened to understand.

Eager to help: She was continually looking for ways to help others.

Humble: She was humble. If she made a mistake, she quickly admitted it with no excuses or blame.

There you go. These are some of the main qualities Jane possessed.  We can have them too.  They are simply habits!