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• My customer is very strong-willed. How can I get through to him?

  Posted on 5/5/2008 in Customer Service by Darryl Rosen
  There are commonly thought to be 4 distinct personality types. Your customer sounds like a "driver"…

• 26.2 Ways to Ruin a Beverage Career (Part 1)

  Posted on 5/4/2008 in Customer Service by Darryl Rosen
  I picked up a great book at the airport in Philadelphia the other day. The book's title (How to be a Complete and Utter Failure in Life, Work and Everything) quickly caught my eye. I made my purchase and no sooner had the plane hit the runway and I was busy compiling a list of behaviors that ruin beverage careers. Do the opposite and things will go MUCH more smoothly for you...

• 26.2 Ways to Ruin your Beverage Career (Part 1)

  Posted on 5/4/2008 in Customer Service by Darryl Rosen
  I picked up a great book at the airport in Philadelphia the other day. The book's title (How to be a Complete and Utter Failure in LIfe, Work and Everything) caught my eye and I bought for flight home. As the plane made its way to the runway, I started compiling a list of behaviors that ruin beverage careers.

• 26.2 Ways to Retain and Motivate your Best People (Part 2)

  Posted on 4/28/2008 in Customer Service by Darryl Rosen
  Continuing with last week's theme, here are the final 13 ways (plus the final straightaway) to help your company keep terrific people right where they belong: On your payroll!

• Is it OK if I don't have the answer right on the tip of my tongue?

  Posted on 4/28/2008 in Customer Service by Darryl Rosen
  Absolutely! You will look better with a thoughtful accurate answer than you will with a rushed reply that is wrong.

• 26.2 Ways to Retain and Motivate your Best People (Part 1)

  Posted on 4/22/2008 in Customer Service by Darryl Rosen
  Recently, my local wine store lost a terrific wine professional. I bought my wine from him and I know he was salt of the earth. He grew up on a farm, if that tells you anything about his work ethic. Whenever I shopped, he was always very busy, but could stop on a dime to help me find a new syrah or zinfandel when I needed help....

• Should do a Power Play (I mean..Power Point)?

  Posted on 4/21/2008 in Customer Service by Darryl Rosen
  Too often sales people mistakenly assume that the customer wants the "dog and pony show!" I think power points should be renamed power plays. Too often I've seen suppliers show up and literally take over the room and dominate the time for their propaganda shows. It’s obnoxious.

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