We’ve been training people to sell for over 13 years now, and in that time we’ve met a number brands who think we are going to train their people to be manipulative and kill their brand integrity...

Customer Service has changed in the last five years. As my colleague would say 'the lines have blurred between selling and serving'. You could be employed to answer calls and deal with queries and...

In 1971, a few months before I was born, Albert Mehrabian published Silent Messages where he stated the results of his experiments in communication.

He carried out a series of face to face...

Over the last 13 years of training teams and managers one reoccurring theme is ‘lack of time.’

We run a couple of Time Management workshops that challenge the way individuals perceive the...

One of our increasingly popular training programmes is complaints. How well you deal with complaints is a strong indicator of how much you care about your customers.

Here are some...

In any large organisation there are two major groups.

The first group are the 'brand owners', typically 300 or so at a head office somewhere, who police the brand and decide what it’s...

Observing Call Centres in action over the last ten years, we have arrived at the difficult conclusion that, from an omni-channel perspective, most are not fit for purpose — yet.

If I call...

We receive many calls and emails from companies claiming they can enhance our business through marketing, web development or direct mail services.

What’s fascinating is that these enquiries...

We attend many training events which include a presentation by a Senior Director. Usually at the beginning, this individual says a few words to get everyone ‘on side’ and then closes with...

Over the last few weeks I’ve been trying to sell my wife’s old car – a VW Sharan. It’s been an interesting experience receiving enquiries from different types of potential buyer. Incidentally, if...

You’ve either got slides that are better than you are, or you believe your dynamic energy and enthusiasm will trounce the slides you’ve prepared.

You know that once you get going you’ll get...

Over a period you become familiar with a customer and develop a productive relationship where both sides benefit. The conversations become more casual but also they are quicker and the work...

Working with groups of managers, we’ve realised that so many of them, who have excelled in their jobs to win promotion, are then dropped in at the deep end when it comes to managing people.

When you book a holiday yourself, do you think you’re an agent, saving yourself an agent’s booking fee or commission, or do you act as a consultant, questioning and challenging your needs and...

On a recent training trip in the North of England we were recommended by our hotel to go to a local Indian Restaurant in a nearby High Street. Within the lines of shuttered shops the Chilli Masala...

I’ve just come back from compering my children’s school talent show. I got to wear my favourite oranges and lemons shirt that I wore in touring theatre in Germany in the late 90s.

Now here...

In my role as a salesperson I often follow up decision makers who haven't yet decided whether or not they want to engage us, as well as approaching new prospects.

With every product or...

The mindset of the consumer is the mindset of the retailer. Last weekend as the omni channel directors and operations people were in their gardens and christening their barbecues, a lot of them...