I don’t think there is a person among us who hasn’t filled out a customer satisfaction or loyalty survey. Sometimes we fill it out...

They say it is tougher than ever to get a customer (or anyone for that matter!) to return a voicemail. Therefore, most sales reps rely...

Remember the soap opera Days of our Lives and the famous opening? “As sands through the hour glass, so are the days of our lives.” As...

Are you the fluffer? No, we’re not talking about the definition on Wikipedia. We are referring to the sales use (watch the movie...

You lost the big contract you thought you had a real shot at winning. “I was outsold.” These are three fundamental words every...

Have you ever been on the other end of an irate customer? Are your employees trained to handle conflicts consistently? As a CEO of two...

It happens all over the country in organizations every day. A top prospect suddenly emails a salesperson a Request for Proposal (“RFP”)...

Statistics and common sense tells us that it is easier to gain business from an existing customer than gain a new customer. This fact...

Everyone likes to talk about winning new customers, not losing them. The harsh reality is that companies lose major customers all the...

By Mike Jacoutot, Managing Partner It is funny, the older I get, the more I reflect upon what I learned from athletics and competition. ...

By Mary Ann McLaughlin “Dear John (insert your company name here), We are terminating our contract with you….” And so begins the “Dear...

By Frank Costantino, Managing Partner “The salesman of quality is forever consistent. He’s solid. He sets the pattern for the entire...

“I didn’t know you did that.” The six nightmare words every sales manager, VP and CEO hate to hear from their customers. Unfortunately,

We have all read novels written from two different points of view; the narratives where one chapter is from one person’s perspective on a...

By Mike Jacoutot, Managing Partner Loyalty. It is want we want in all relationships, right? Client relationships are no different. ...

I am your constant companion, I am your greatest helper or your heaviest burden. I will push you onward or drag you down to failure. I am...

By Mike Jacoutot, Managing Partner Each week, I review the new client opportunity pipeline report with sales leaders who have engaged...