http://www.darrylrosen.com/ Articles en-us Copyright 2008 Darryl Rosen Thu, 3 Jul 2008 18:06:00 GMT 20 Mon, 23 Jun 2008 12:49:00 GMT "I’ve got good news and bad news." Ever heard that one before? It doesn’t matter where you sit in the 3-tier system; everybody has to say no, and say it frequently. Maybe you’re contemplating a price increase. Maybe you’re out-of-stock on the hot new beer. Whatever the case, delivering bad news is painful, stressful and lots of other bad things. http://www.darrylrosen.com/articles/?id=130 http://www.darrylrosen.com/articles/?id=130 Mon, 16 Jun 2008 07:04:00 GMT In a recent workshop I shared with my audience the need for sales people to stand out and to be memorable in at least one positive way. After the session a young sales person asked what she could do to stand out? http://www.darrylrosen.com/articles/?id=129 http://www.darrylrosen.com/articles/?id=129 Sun, 15 Jun 2008 21:28:00 GMT Summer is here – full of summer storms and sky-high temperatures. To be sure, it’s a vital time of year for the alcohol beverage business – especially the beer business. Every week or so sales managers bring their teams together for a sales meeting and have to ask and answer the inevitable question - Is anybody listening? http://www.darrylrosen.com/articles/?id=128 http://www.darrylrosen.com/articles/?id=128 Mon, 2 Jun 2008 10:14:00 GMT Do you ever wonder what your customers are thinking? In the past I’ve advised sales people to learn what thoughts occupy the minds of their customers (so that they can be more helpful); however, this concentrates largely on what your customers are thinking about their own businesses. This week I am asking you to examine what your customers are thinking about your businesses. http://www.darrylrosen.com/articles/?id=127 http://www.darrylrosen.com/articles/?id=127 Sat, 24 May 2008 16:25:00 GMT For years and years my fiercest (and most despised) competitior for Chicagoland and s wine consumers was Binny and s Beverage Depot. Binny and s has 22 stores and big plans for growth in the Midwest. They recently opened the largest superstore in the State in the growing South Loop area of Chicago. In an event that never would and ve taken place just a few short years ago (selling makes strange bedfellows), I sat down with Michael Binstein, the owner of Binny and s. Michael Binstein, a former Washington political reporter took over the family business in 1995 after the death of his father, Harold. Here is part 1 of our interview. http://www.darrylrosen.com/articles/?id=126 http://www.darrylrosen.com/articles/?id=126 Fri, 23 May 2008 16:30:00 GMT The following question was posed to me recently: I have all this data. What do I do with all of it? Do I show it to my customers? I still believe that when you provide too much information, key data gets lost in the translation. It’s all about how you make your presentation. Here are a few tips. http://www.darrylrosen.com/articles/?id=124 http://www.darrylrosen.com/articles/?id=124 Fri, 23 May 2008 07:34:00 GMT ’m happy to present the final 13 miles of this article plus the final straightaway. Beverage Sales People can be easily separated into the winners and losers by the items character traits listed right here... http://www.darrylrosen.com/articles/?id=125 http://www.darrylrosen.com/articles/?id=125 Mon, 19 May 2008 07:19:00 GMT Celebrated my 42nd birthday over the weekend and my wife and I had dinner at the new Westin Hotel near our home. While we were dining, the General Manager introduced himself so I took the opportunity to ask him to identify the traits that separate the best and worst beverage sales people. Here is what he said. http://www.darrylrosen.com/articles/?id=123 http://www.darrylrosen.com/articles/?id=123 Mon, 12 May 2008 06:06:00 GMT Yesterday I went to the ACE Hardware to buy some light bulbs. It’s one of my husbandly tasks on Mother’s Day! Anyway, the ACE Hardware has been there for many years. I remember going there as a child. A lot has changed since those days, (loss of hair, waist size) and chief among those changes is the emergence of massive hardware stores. http://www.darrylrosen.com/articles/?id=120 http://www.darrylrosen.com/articles/?id=120 Mon, 12 May 2008 09:12:00 GMT The first step as a coach is to develop a personal style. As you start, get a picture in your mind of a coach or mentor that has helped you achieve your personal and professional aspirations. http://www.darrylrosen.com/articles/?id=121 http://www.darrylrosen.com/articles/?id=121 Mon, 12 May 2008 09:26:00 GMT My buddy runs a chain of great beverage stores and the other day he witnessed something that really threw him for a loop. A "stock guy" loaded a heavy keg of beer into a customer’s car, smiled warmly and proceeded to stop and pick up a piece of trash before heading back to the store. Here was somebody with tasks most would classify as menial, yet this business owner was truly amazed by what he saw and how he felt. For a moment, the planets were out of alignment. http://www.darrylrosen.com/articles/?id=122 http://www.darrylrosen.com/articles/?id=122 Mon, 5 May 2008 06:14:00 GMT There are commonly thought to be 4 distinct personality types. Your customer sounds like a "driver"… http://www.darrylrosen.com/articles/?id=119 http://www.darrylrosen.com/articles/?id=119 Sun, 4 May 2008 20:31:00 GMT I picked up a great book at the airport in Philadelphia the other day. The book and 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. http://www.darrylrosen.com/articles/?id=116 http://www.darrylrosen.com/articles/?id=116 Sun, 4 May 2008 06:27:00 GMT I picked up a great book at the airport in Philadelphia the other day. The book and 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... http://www.darrylrosen.com/articles/?id=117 http://www.darrylrosen.com/articles/?id=117 Mon, 28 Apr 2008 09:41:00 GMT Absolutely! You will look better with a thoughtful accurate answer than you will with a rushed reply that is wrong. http://www.darrylrosen.com/articles/?id=114 http://www.darrylrosen.com/articles/?id=114 Mon, 28 Apr 2008 10:37:00 GMT Continuing with last week and 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! http://www.darrylrosen.com/articles/?id=115 http://www.darrylrosen.com/articles/?id=115 Sat, 26 Apr 2008 14:47:00 GMT Have you ever been complacent? Have you ever been very happy with a situation, only to realize later that things weren and t really so great? It and s been my experience in almost 20 years of business that at one time or another, all businesses fall into the complacency trap and as the song goes, you never realize what you have until it and s gone. http://www.darrylrosen.com/articles/?id=42 http://www.darrylrosen.com/articles/?id=42 Tue, 22 Apr 2008 10:32:00 GMT 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.... http://www.darrylrosen.com/articles/?id=113 http://www.darrylrosen.com/articles/?id=113 Mon, 21 Apr 2008 20:27:00 GMT 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 and ve seen suppliers show up and literally take over the room and dominate the time for their propaganda shows. It’s obnoxious. http://www.darrylrosen.com/articles/?id=112 http://www.darrylrosen.com/articles/?id=112 Mon, 14 Apr 2008 13:43:00 GMT Many years ago we had a spirit expert that was "top shelf!" He worked for our retail wine and spirit company for several years before we inadvertently gift-wrapped him and handed him over to our closest and fiercest competitor. http://www.darrylrosen.com/articles/?id=109 http://www.darrylrosen.com/articles/?id=109 Mon, 14 Apr 2008 13:35:00 GMT No doubt about it. These are challenging times. Consumer sentiment is low and fuel prices are high. Conventional wisdom suggests that in times like these, consumers tighten their belts and entertain more at home requiring additional trips to their favorite retailer. The result: retailers have additional opportunities to either shine or push people away forever. The consumer experience is more important than ever! http://www.darrylrosen.com/articles/?id=111 http://www.darrylrosen.com/articles/?id=111 Tue, 8 Apr 2008 09:50:00 GMT ast week during one of my "Think like a Retailer" workshops a young sales person asked me to speak about some of the most common mistakes I noticed during my 25 years in retail. As you know, one of my most sacred core beliefs is to create an environment where your customers do business with you not because they have to but because they want to. To that end, sales people that act like trusted partners rather than self-serving pretenders stand a much greater chance of becoming their customer’s trusted advisor. http://www.darrylrosen.com/articles/?id=108 http://www.darrylrosen.com/articles/?id=108 Mon, 31 Mar 2008 19:37:00 GMT As I travel the country talking to wine, beer and spirit distributors and suppliers, I notice that the most successful companies share the same core beliefs.... http://www.darrylrosen.com/articles/?id=107 http://www.darrylrosen.com/articles/?id=107 Tue, 25 Mar 2008 11:03:00 GMT I spend a lot of time at Staples these days. Seems like I and m always buying paper and binders for my presentations. Thankfully, there’s a Starbucks conveniently located right next store. Today, the line was out the door. Wow, a long line for a $4 dollar cup of coffee? That shouldn and t surprise any of us but I did notice something that got me thinking this morning....... http://www.darrylrosen.com/articles/?id=106 http://www.darrylrosen.com/articles/?id=106 Wed, 19 Mar 2008 06:44:00 GMT While the goal is to build, cultivate and maintain solid, profitable, enjoyable relationships with your customers, there will always be certain topics that are best to avoid; certain places where the prudent don and t go. Certain things you just don and t say. Here a few situations I remember from all my years as a retailer. http://www.darrylrosen.com/articles/?id=103 http://www.darrylrosen.com/articles/?id=103 Wed, 19 Mar 2008 07:01:00 GMT The history of empathy in the workplace: In the old days, we were taught to leave all our heartfelt emotions and spontaneity at the door. There simply was no room for personal emotions on the job. The dynamic is shifting. It is now understood that friendly service-orientated people often outsell the manipulators. http://www.darrylrosen.com/articles/?id=104 http://www.darrylrosen.com/articles/?id=104 Wed, 19 Mar 2008 07:24:00 GMT How many of you measure your success by the level of your customer’s success? In other words, if we went around the table at your year-end sales meeting and asked each person what he or she achieved, would anybody mention the word customer when laying out his or her achievements? Sales people that win the customer loyalty marathon measure their success by the successes that their customers achieve. http://www.darrylrosen.com/articles/?id=105 http://www.darrylrosen.com/articles/?id=105 Tue, 11 Mar 2008 09:12:00 GMT That’s an actual quote! Seems like it was just yesterday. We were talking about a program for a popular domestic beer when the conversation turned sour and he blurted out these unfortunate words. I was stunned! Clearly, I understood that I had to buy the beer from his company (if I wanted to carry it); but his attitude shocked me to the core. http://www.darrylrosen.com/articles/?id=101 http://www.darrylrosen.com/articles/?id=101 Tue, 11 Mar 2008 10:21:00 GMT Long ago, in earth earliest days, humans found their world bathed in darkness. The evil goddess Tzintzimitl had consumed the sun and all its light. Quetzalcoatl, the god of redemption and giver of life, was angered by Tzintzimitl’s deed and ascended to the heavens to give battle. While pursuing Tzintzimitl he discovered Mayahuel, her beautiful granddaughter who was being held against her will. Quetzalcoatl instantly fell in love with Mayahuel and returned to earth with her at his side...... http://www.darrylrosen.com/articles/?id=102 http://www.darrylrosen.com/articles/?id=102 Tue, 4 Mar 2008 19:12:00 GMT just received a thank-you note from a well-known beer supplier whose name goes back almost as far as the earliest suppliers in the business. It was a handwritten note thanking me for my book, and it took me completely by surprise. http://www.darrylrosen.com/articles/?id=99 http://www.darrylrosen.com/articles/?id=99 Tue, 26 Feb 2008 17:25:00 GMT I was at the Beer Summit in San Diego Sunday and Monday. Some of the people there asked me just what does it mean to See the Finish Line so, as I set in for the long flight back, I started to make another list for you. In a nutshell, seeing the finish line is mostly to do with how you treat your customers - whether you and re a distributor, supplier, wholesaler or retailer. http://www.darrylrosen.com/articles/?id=97 http://www.darrylrosen.com/articles/?id=97 Tue, 26 Feb 2008 17:20:00 GMT Crossing the Finish Line for the distributor, supplier and wholesaler community. In a nutshell, 26.2 ways to have your customers do business with you, not because they have to but because they want to http://www.darrylrosen.com/articles/?id=98 http://www.darrylrosen.com/articles/?id=98 Thu, 21 Feb 2008 22:19:00 GMT Are you following the saga with Roger Clemens and Andy Petitte? Both have been accused of putting steroids and other bad things into their bodies...... http://www.darrylrosen.com/articles/?id=94 http://www.darrylrosen.com/articles/?id=94 Thu, 21 Feb 2008 10:06:00 GMT As promised, here are the last 13 miles in the race to hire a winning workforce. Be sure to download the FREE PDF that can be accessed by clicking on this link http://www.darrylrosen.com/articles/?id=95 http://www.darrylrosen.com/articles/?id=95 Thu, 21 Feb 2008 10:02:00 GMT Many readers have asked me to throw together some thoughts on how to approach placing new products into accounts. While not nearly the end all, here are some thoughts on that subject in the form of a situation/analysis/solution format. http://www.darrylrosen.com/articles/?id=96 http://www.darrylrosen.com/articles/?id=96 Tue, 12 Feb 2008 13:47:00 GMT "Why do they have a better price than us?" Ever heard that one? Even though price is rarely the ultimate reason for buying anything, every day executives comb the sales ads looking at their competitor and s prices. So what do you do when they ask this difficult question? And yes, I and ve actually heard every response in this article... http://www.darrylrosen.com/articles/?id=93 http://www.darrylrosen.com/articles/?id=93 Mon, 11 Feb 2008 14:56:00 GMT I flew back from Las Vegas last Saturday. My client arranged for my transportation home, so I followed protocol and called the car service once I arrived at O’Hare. I was amazed to see car 345, a huge, beautiful stretch limo. I felt pretty silly getting such great treatment. The ride was uneventful, but as the car entered my residential neighborhood, something interesting happened......... http://www.darrylrosen.com/articles/?id=92 http://www.darrylrosen.com/articles/?id=92 Tue, 5 Feb 2008 07:23:00 GMT I am typing this article on my new Mac Book Pro. That’s right! I took the plunge and listened to my 12-year old. For years he has been trying to convince me to "switch sides" and give up my PC... http://www.darrylrosen.com/articles/?id=91 http://www.darrylrosen.com/articles/?id=91 Tue, 29 Jan 2008 15:10:00 GMT Last week we started delving into the subject of unhappy customers. To be sure, we have all had them at one point or another in our business careers. In Part One, I defined some reasons why customers develop an attitude. Today, in Part Two, I will make suggestions about how to change your customer’s attitudes and perceptions for the better. Actually, since this topic is so important, I am breaking Part Two into two parts! Confused? Well, handling difficult customers is so important to your success that we’ll take our time with it. http://www.darrylrosen.com/articles/?id=89 http://www.darrylrosen.com/articles/?id=89 Tue, 29 Jan 2008 14:26:00 GMT Your customers and Sales Managers just called. Turn off the radio, put down the Blackberry and finish the mocha frappuccino. Instead, ask yourself these 26.2 questions. Answer honestly and start down the path to greater sales success! http://www.darrylrosen.com/articles/?id=90 http://www.darrylrosen.com/articles/?id=90 Tue, 22 Jan 2008 16:36:00 GMT Has a customer ever yelled at you? Has a customer ever called you a moron, a liar, a cheat? Anybody ever asked to speak to your boss? What about this: has a customer ever hung up the phone on you? Said unimaginable things to you via email? I suspect some or all of these unpleasant things have happened too many of you in your careers. If they haven’t, just wait. They will. http://www.darrylrosen.com/articles/?id=88 http://www.darrylrosen.com/articles/?id=88 Wed, 16 Jan 2008 14:30:00 GMT Your prospects, customers and clients don’t buy everything at Costco….It’s no secret that price is important. But is it the only thing that people care about? No! If it was, then your prospects, customers and clients would buy everything at Costco! They don’t, and the reason is that many other variables loom equally as important when your customers spend amounts big and small. http://www.darrylrosen.com/articles/?id=87 http://www.darrylrosen.com/articles/?id=87 Wed, 9 Jan 2008 09:41:00 GMT All salespeople should read this article about one of my strangest salesperson memories. I remember the meeting like it was yesterday. A new wine supplier was stopping by the store to show us his line of Australian wines. We were excited! Australian wines were gaining in popularity and we welcomed the opportunity to feature some new varietals; especially a line that had earned good reviews. http://www.darrylrosen.com/articles/?id=86 http://www.darrylrosen.com/articles/?id=86 Thu, 3 Jan 2008 07:14:00 GMT Enough people have asked me to help them communicate more efficiently so here it is! Last week we handled the first 13 miles in Part 1 of 26.2 Tips to be a Better Communicator in 2008. Today, We’ll cover the final 13 miles and the all important last .2! Can and t forget the last 385 yards. As usual, feel free to pass these tips along to anyone that might find value. http://www.darrylrosen.com/articles/?id=84 http://www.darrylrosen.com/articles/?id=84 Thu, 27 Dec 2007 07:12:00 GMT Enough people have asked me to help them communicate more efficiently so here it is! Part 1 of 26.2 Tips to be a Better Communicator in 2008. We’ll cover the first 13 miles today, primarily improved phone communication skills (and a few other things), and finish up next week with more about electronic (email) communication. As usual, feel free to pass these tips along to anyone that might find value. http://www.darrylrosen.com/articles/?id=83 http://www.darrylrosen.com/articles/?id=83 Thu, 6 Dec 2007 15:03:00 GMT Do you ever look at the deep piles on your desk and wonder where to begin? Ever create a to-do list after the fact just so you can check off things that were already done before you made the list? How are you at setting priorities? Do you tackle the big important things first, or do you do all the insignificant tasks just so you can feel you are accomplishing something. http://www.darrylrosen.com/articles/?id=81 http://www.darrylrosen.com/articles/?id=81 Thu, 6 Dec 2007 15:00:00 GMT Following these 10 rules will improve your businesses. Remember to make your customers feel comfortable. Always do the right thing by them. Be honest and ethical. Treat the first and last touch points very seriously. They can make or break the entire service encounter. It is just way, way too easy to lose our most precious commodities, our customers. Keep these rules in mind and the end result will be a happy, healthy business. You will cross the finish line with your customers. http://www.darrylrosen.com/articles/?id=82 http://www.darrylrosen.com/articles/?id=82 Mon, 26 Nov 2007 07:16:00 GMT Learn 6.2 rules for making your customers feel comfortable. Isn’t that the goal in business? Isn’t that the objective in personal relationships? To make other person feel comfortable? We naturally gravitate to people that make us feel good! http://www.darrylrosen.com/articles/?id=80 http://www.darrylrosen.com/articles/?id=80 Tue, 20 Nov 2007 06:17:00 GMT Is it important to appreciate our customers and each other? You bet it is! According to William James, appreciation is the most basic, and most important, of all human emotions. In honor of Thanksgiving, I and ve compiled a list of 26.2 reasons to say "thank you" this holiday. Most of the reasons are serious, some tongue in cheek but the message is clear. Find reasons to say "thank you" every chance you get. http://www.darrylrosen.com/articles/?id=79 http://www.darrylrosen.com/articles/?id=79 Mon, 12 Nov 2007 07:07:00 GMT Are communication skills important in business? It’s a silly question to be sure; however, just how important is communicating effectively? Could it be the most important variable? The answer may surprise you. According to the National Association of Colleges and Employers, recruiters are taking a different look when choosing from the hoards of uniquely qualified job applicants. Of course, students with high GPAs who matriculate from prestigious colleges are attractive candidates; however, more and more, applicants with developed communication skills are considered the most hirable, regardless of their alma mater. http://www.darrylrosen.com/articles/?id=78 http://www.darrylrosen.com/articles/?id=78 Tue, 6 Nov 2007 07:50:00 GMT The ability to remember names is essential in both business and social situations. It builds instant rapport and friendship, and it doesn’t cost a penny. With your associates, very few acts convey more respect or are as flattering. Do you have a special memory of someone unexpectedly addressing you with your name? Maybe it was the boss on your first job? How did it feel? Did you have a little more kick in your step the rest of the day? Did it make you smile? Treat your associates to that same feeling. http://www.darrylrosen.com/articles/?id=77 http://www.darrylrosen.com/articles/?id=77 Tue, 30 Oct 2007 09:51:00 GMT The word distilling is defined as separating or extracting the essential elements. To manage accounts successfully, we have to identify and extract the essential elements, the traits for success. Unfortunately, it’s not always easy to "complete the distillation;" to key on the important points (to each individual account) while placing less emphasis on everything else. http://www.darrylrosen.com/articles/?id=76 http://www.darrylrosen.com/articles/?id=76 Thu, 25 Oct 2007 08:04:00 GMT You may see me on America’s most wanted tonight. You see, I inadvertently stole some batteries from the local office supply store. No, I’m not going as Al Capone this Halloween! I could blame the store (for my petty thievery) but I will take full responsibility. Practice what I preach; isn’t that how the expression goes? Fine! It was my fault. Here is what happened. http://www.darrylrosen.com/articles/?id=74 http://www.darrylrosen.com/articles/?id=74 Wed, 24 Oct 2007 09:42:00 GMT Ask 10 business owners what makes a good supplier or distributor, and you’ll get 10 different answers. It’s an interesting question; one sure to give rise to all kinds of opinions no matter what industry you spend your time. As the owner of one of the nation’s most prominent wine retailers, I saw more than my fair share of sales strategies. There were those that thought forcing wine in while no one was looking was a good strategy; and others that couldn’t fill an order if their life depended on it. There was even one young man that couldn’t remember how to spell his own wine correctly. He shall remain nameless; he could become my boss one day. http://www.darrylrosen.com/articles/?id=73 http://www.darrylrosen.com/articles/?id=73 Wed, 10 Oct 2007 10:58:00 GMT Sunday was the 2007 Chicago marathon, and it was a dangerously hot day. The temperature was 70 degrees at the start, and in the mid-to high 80’s, with humidity, by mid-day. 26.2 miles in the heat! Did I run? No, 26.2 feet would be a challenge these days. I never ran a marathon under such extreme conditions, although I came close. I ran the marathon in 1979, as an insane 13 year old. That year, the mercury topped off at 84 degrees, and I remember the challenges those conditions presented. http://www.darrylrosen.com/articles/?id=72 http://www.darrylrosen.com/articles/?id=72 Tue, 2 Oct 2007 22:24:00 GMT Douglas McArthur once said that "old soldiers never die; they just fade away." But the general never met my dad, who this week begins his own process of fading away after serving on the front lines of wine and spirits retailing for three generations. As you may know, my family recently gave up control of the business we operated for many years. I started writing and speaking and he stayed to help the business he built. http://www.darrylrosen.com/articles/?id=71 http://www.darrylrosen.com/articles/?id=71 Sun, 23 Sep 2007 08:15:00 GMT We’ve all been in the following situation. You’re carrying a briefcase or bag, yet you gamely hold the door for somebody in the middle of a driving rainstorm and that person fails to appreciate your efforts. No smile, no gesture, no acknowledgment of any kind. How does that feel? Be honest! It aggravates me to no end. I crave appreciation just as much as the next guy. http://www.darrylrosen.com/articles/?id=70 http://www.darrylrosen.com/articles/?id=70 Tue, 18 Sep 2007 07:41:00 GMT Equipping your associates with the proper phone skills is paramount to having happy customers and a successful business. When the phone rings, the first (and possibly the most important) customer "touch point" occurs. Of course, there are many individual touch points that make up the overall experience. Are all important; however, getting off on the right foot can effectively lay the groundwork for the whole encounter. http://www.darrylrosen.com/articles/?id=69 http://www.darrylrosen.com/articles/?id=69 Mon, 10 Sep 2007 08:48:00 GMT Reaching the finish line with your customers isn’t rocket science. However, it does require that you don’t suffer paralysis by analysis. Make the right decisions for the right reasons and things will be fine. Being fair, honest, ethical, prepared and confident will also make your decisions much easier to make. http://www.darrylrosen.com/articles/?id=68 http://www.darrylrosen.com/articles/?id=68 Tue, 4 Sep 2007 05:19:00 GMT To be on course with your customers, you must constantly be looking up to see if you are going the right way; if you are doing the right things! I call the act of communicating with your customers nurturing customer relationships. In the retail wine business, we excelled at this. We treated our customers the right way. We got to know them. We forged bonds and relationships. We knew that all things considered, people would rather do business with a friend. We became friends with our customers. http://www.darrylrosen.com/articles/?id=67 http://www.darrylrosen.com/articles/?id=67 Sun, 26 Aug 2007 20:05:00 GMT Last week we talked about firing people the right way. Many of you responded with your own experiences and asked me to delve further into the topic. Not many things in business stir more emotion than having to let people go. How do you feel when you have to let people go? Do you sleep well the night before? http://www.darrylrosen.com/articles/?id=66 http://www.darrylrosen.com/articles/?id=66 Tue, 21 Aug 2007 13:48:00 GMT Part of Hitting the Grand Slam with your customers is having the best associates. Always select passionate, enthusiastic people, but when you make a mistake, cut your losses and move on. Careful selection and removal of underperformers improves morale. The result will be happy associates serving happy customers and a profitable business. http://www.darrylrosen.com/articles/?id=65 http://www.darrylrosen.com/articles/?id=65 Mon, 13 Aug 2007 15:36:00 GMT At the local Dominick’s, high on the wall up above is the following phrase: "Serving Northbrook since 1974." It’s true! My family moved to Northbrook in 1974 and we were among the first shoppers at the store when it was new. In the 30-plus years that have followed, the store and local grocery industry have changed rapidly. Long ago Jewel and Dominicks were the obvious grocery choices. http://www.darrylrosen.com/articles/?id=64 http://www.darrylrosen.com/articles/?id=64 Sat, 4 Aug 2007 08:34:00 GMT The comment "listening is a skill" is very true. It is a valuable tool. How are your listening skills? Do you actively listen during conversations or does your mind wander? Are you thinking of what to say when your turn rolls around? When I teach companies how to "Hit the Grand Slam" with their customers and associates, I stress the importance of listening, learning, and loving. In this article, we will discuss the value of good listening. http://www.darrylrosen.com/articles/?id=63 http://www.darrylrosen.com/articles/?id=63 Mon, 23 Jul 2007 09:39:00 GMT Those who know me know that I like my cell phones! It should not come as a shock to learn that I finally broke down and purchased the iphone. I resisted as long as I could (and longer than my family imagined), but in the end, the curiosity got the best of me. I have to say, it was a revealing experience. Many news reports detailed long lines and activation hassles; I experienced no such trouble. http://www.darrylrosen.com/articles/?id=62 http://www.darrylrosen.com/articles/?id=62 Sun, 22 Jul 2007 09:58:00 GMT What kind of manager are you? Do you want your people to be successful? Are you genuinely happy for your associates when they experience success, or are you always peering around the corner hoping no one is more successful than you? Are you secretly happy when they fail and get "egg on their face?" http://www.darrylrosen.com/articles/?id=61 http://www.darrylrosen.com/articles/?id=61 Mon, 16 Jul 2007 09:45:00 GMT Each day employees do many things right, and some things wrong. What should we do when their actions leave something to be desired? Do we chastise them? Do we humiliate them in front of their peers? http://www.darrylrosen.com/articles/?id=47 http://www.darrylrosen.com/articles/?id=47 Mon, 16 Jul 2007 11:03:00 GMT Situations in life can either be positive or negative, happy or sad. You’ve all heard the expression, "When life gives you lemons, make lemonade." It’s true! It’s your frame of reference that makes the difference. Had I chosen to be upset by this fiasco, it would have been my choice..... http://www.darrylrosen.com/articles/?id=60 http://www.darrylrosen.com/articles/?id=60 Thu, 5 Jul 2007 21:19:00 GMT You’ve heard it a million times. Taking care of the internal customers will help the external customers. It’s true! Let your people know what you expect and praise them when they meet or exceed your expectations. You will like the results, and so will your accountants. http://www.darrylrosen.com/articles/?id=57 http://www.darrylrosen.com/articles/?id=57 Thu, 5 Jul 2007 07:04:00 GMT Nothing can start an encounter off on the right foot like a warm greeting. Too often, we make our customers feel unwelcome by greeting them with poker faces. We make them feel like an interruption when we should, in fact, be thrilled that they have chosen to call us instead of our competition. http://www.darrylrosen.com/articles/?id=41 http://www.darrylrosen.com/articles/?id=41 Wed, 20 Jun 2007 07:05:00 GMT Delivering unparalleled service means meeting customer needs. It and s simple, but not easy. Much of the time, when we lose customers, it is because we fail to address our customer and s tangible needs. http://www.darrylrosen.com/articles/?id=52 http://www.darrylrosen.com/articles/?id=52 Wed, 20 Jun 2007 07:08:00 GMT It takes commitment and an obsession about customers to win business. Over the years, my experiences have taught me that it is simple to create a customer-focused culture, but it certainly isn and t easy. If a company gets it right, however, the customers and profits will be easy to attract and keep. http://www.darrylrosen.com/articles/?id=53 http://www.darrylrosen.com/articles/?id=53 Wed, 20 Jun 2007 07:15:00 GMT Sometimes we talk about appreciating our customers, but don and t appreciate our employees. Appreciation of both customers and employees encourages loyalty by both. Reinforcing positive behavior is one way to say, "Keep up the good work!" http://www.darrylrosen.com/articles/?id=54 http://www.darrylrosen.com/articles/?id=54 Wed, 20 Jun 2007 07:42:00 GMT People who do not keep little commitments don’t keep big ones either. Winning, profitable companies constantly inspire customer confidence by their actions, and always conduct business in a trustworthy manner. They keep their word. Commitments that are kept create repeat customers, and repeat customers create profit. http://www.darrylrosen.com/articles/?id=55 http://www.darrylrosen.com/articles/?id=55 Wed, 20 Jun 2007 07:24:00 GMT Set high expectations to ensure high performance. Taking care of your internal customers, the staff puts them in a frame of mind to take care of the external customers, and the results are more sales and higher profits. http://www.darrylrosen.com/articles/?id=56 http://www.darrylrosen.com/articles/?id=56 Tue, 19 Jun 2007 18:12:00 GMT A thoughtful gesture can delight a customer and result in enormous good will toward your product or service. I witnessed something spectacular that improved my philosophy about caring about customers. With one simple act, a colleague of mine created buzz that money could not buy! http://www.darrylrosen.com/articles/?id=40 http://www.darrylrosen.com/articles/?id=40 Tue, 19 Jun 2007 20:32:00 GMT Good manners put customers at ease, and comfortable customers come back. One way to genuinely create better results, and the resulting increased profits is to appreciate your customers. http://www.darrylrosen.com/articles/?id=48 http://www.darrylrosen.com/articles/?id=48 Tue, 19 Jun 2007 21:00:00 GMT Perseverance is the key to winning long-term customer support. To ensure customer satisfaction, and to keep them coming back, is simple, but it is not easy. When the right environment is in place, and the right processes are in order, and the environment and processes are predictable and repetitive, customers will return again and again. http://www.darrylrosen.com/articles/?id=49 http://www.darrylrosen.com/articles/?id=49 Tue, 19 Jun 2007 21:06:00 GMT Excellent customer service and respect for the customer are the same thing. To deliver excellent customer service, we must respect that our customers have choices and do everything humanly possible to keep them as customers. http://www.darrylrosen.com/articles/?id=50 http://www.darrylrosen.com/articles/?id=50 Tue, 19 Jun 2007 21:09:00 GMT Positive, helpful signs welcome customers and lead them to buy. It and s the little things that count and add up to success that make customers happy and keep them coming back. That first customer touch point, your signs, is vitally important. http://www.darrylrosen.com/articles/?id=51 http://www.darrylrosen.com/articles/?id=51 Tue, 19 Jun 2007 18:46:00 GMT As the business climate changes, to flourish, so must the company. Eliminate uncertainty by communicating with your associates. Motivate by including all levels of the organization. The only constant is change, to quote the famous expression, and it occurs at a breakneck pace. http://www.darrylrosen.com/articles/?id=44 http://www.darrylrosen.com/articles/?id=44 Tue, 19 Jun 2007 18:51:00 GMT Selecting passionate and enthusiastic people will help you "Hit the Grand Slam" with your customers and associates. Increased revenues, healthy profits, and a happy workplace will not be far behind. http://www.darrylrosen.com/articles/?id=45 http://www.darrylrosen.com/articles/?id=45 Tue, 19 Jun 2007 20:03:00 GMT "Everything is fine, thank you!" Have you ever had an awful, ridiculous experience in a restaurant or store, or on the phone, and when questioned about your experience, answered that way? Responded that everything was great when, in fact, it was quite the opposite. It and s happened to me more times than I care to admit. http://www.darrylrosen.com/articles/?id=46 http://www.darrylrosen.com/articles/?id=46