The biggest single mistake people who are trying to become successful make is that they try to do it by themselves. That represents the hard way of trying to become successful. The smart way is to get people to help you and the more help you get, the faster you’ll get there. Joe Girard got…
When it comes to a tough sell, patience really is a virtue. Shortly after I returned from Vietnam, I joined an Army Reserve unit to help pay for my doctoral studies. I was then given command of the unit, which meant that I was responsible for everything regarding that unit, including recruiting. The unit I…
A good example of how spoiling customers is good business involves the Nordstrom department store chain. I live in Phoenix, Arizona, where until recently, there had been no Nordstrom. The closest stores were located in San Diego, some 300 miles away or one hour by air. So how did Nordstrom get people from Phoenix to shop…
A Success Story Dear Ross, I attended your presentation at the CPMR seminar last January. I was very impressed with your PRAM model and use it often when making customer presentations. One thing I have learned from you is to look for what motivates people and not to be too caught up in looking for…
There is only one thing that gets people excited about doing anything; it’s their self-interest–what’s in it for them. So, if you want to get people excited about going the extra mile for you over and over again, all you have to do is figure out their self-interest and connect it with yours. This may…
There is only one thing that gets people excited about doing anything; it’s their self-interest–what’s in it for them. So, if you want to get people excited about going the extra mile for you over and over again, all you have to do is figure out their self-interest and connect it with yours. This may…
There is only one thing that gets people excited about doing anything; it’s their self-interest–what’s in it for them. So, if you want to get people excited about going the extra mile for you over and over again, all you have to do is figure out their self-interest and connect it with yours. This may…
Special Treatment Often Works Better Than Money When it comes to solving people problems, special treatment often works far better than money. Let me give you an example: A senior vice-president of a bank for whom I was doing some consulting came to me one day crying the blues. His concern was that some of…
A number of years ago, I was asked to bid on a very large training contract. I assumed, as there were lots of good consultant/trainers running around, that I was in a very competitive situation and therefore, the only thing that mattered to the customer was the price. Thus, I decided I would lower my…
A Mexican restaurant in my neighborhood, called Mi Amigo’s is a master at giving special treatment to customers who really count. The management realizes that children often have a strong influence on where the family is going to dine-especially during the week. The management also realizes that what really influences the children’s decision is…