“If you want to stand out, don’t be different; be outstanding” —Meredith West, designer Imagine that a potential buyer needs a particular solution, maybe in healthcare or one in Security. However, when the customer does his research, he finds that all the solutions seem pretty similar. How does he decide? Is it cost? Often, what […]

A lot of us speak quickly when we are on the phone with our customers or clients. Sometimes it is because we have so many calls in cue or because we feel pressured to get on to the next call. Whatever the case, it is a habit that can cost us business. Why? When we […]

Does this sound familiar? You pick up a call in the cue in your normal professional manner and the caller on the other end of the line explodes. The person has been in cue for ten minutes, and when he does get a live person—you, he starts ranting and raving about his delivery problem, the […]

To end your call, start using the listener’s name and start speaking in the past tense. “John, I am so happy we were successful in troubleshooting your problem. Is there anything else I can help you with today because I know you want to get back to work?” Before you terminate the call, be sure to go over any action items for the customer.