Your client experience is shaped long before a salesperson or account manager gets involved. Every scheduler, receptionist, coordinator, and service representative becomes the company in the customer’s eyes. When a customer’s operating reality collides with your process, the best response isn’t always an exception—it’s a better conversation. This article explores how listening, curiosity, alternatives, and escalation paths can turn everyday moments of truth into stronger clie

Great sales conversations aren’t built around having all the answers. They start with curiosity: listening closely, asking better questions, and understanding what is really happening in the client’s business. Joey Frampus explores why salespeople create more value when they stop preparing only for what they want to say and start preparing to understand—helping buyers think differently about their challenges, decisions, and the impact of doing nothing before offering a soluti

AI adoption is already changing more than how work gets done. It is reshaping what employees believe is valued, how managers evaluate contribution, and what good performance looks like. The risk is culture drift: people filling in the blanks when expectations are unclear. Leaders have an opportunity to define the human capabilities that matter more, reinforce the right behaviors, and align performance measures with the outcomes they actually want as AI becomes part of everyda