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

After 44 years in business—and a lifetime navigating both business and personal relationships, I’ve come to realize something both simple and powerful: nearly every relationship problem we face boils down to one of two things: miscommunication or lack of communication. We make assumptions, jump to conclusions, and often talk at people instead of with them. And when we’re not communicating at all? That’s when silence does the real damage.