http://www.darrylrosen.com/ Articles en-us Copyright 2010 Darryl Rosen Fri, 10 Sep 2010 14:13:00 GMT 20 Mon, 30 Aug 2010 06:28:00 GMT Remember the sitcom Happy Days? For those of you who weren’t watching TV in the 70’s, Happy Days was a 50’s era sitcom-taking place in Milwaukee. The main character was Arthur Fonzarelli, the ultra-cool, motorcycle riding, chick magnet affectionately known as "The Fonz." According to the Fonz (and only the fonz), he was never wrong. Never; and if he was he certainly couldn’t admit it. Couldn’t even say he was wrong no matter how hard he tried. Are you any better? http://www.darrylrosen.com/articles/?id=283 http://www.darrylrosen.com/articles/?id=283 Wed, 18 Aug 2010 18:45:00 GMT Some salespeople yield great influence in their accounts. I met such an individual last week. Let’s call him Keith to protect his identity. Keith seems to have a persuasive effect over his customers, which leads to fantastic sales, and he doesn’t use sales "force" or the "authority" that may come from his company’s great portfolio. http://www.darrylrosen.com/articles/?id=282 http://www.darrylrosen.com/articles/?id=282 Mon, 16 Aug 2010 15:36:00 GMT The McDonald’s by my house has been renovated to reflect the new, softer look for the storied fast food chain. It’s part of their attempt to stay "forever young", according to the company’s vice-president of worldwide architecture. Out with the red roofs and in with clean lines and simplicity. Begs the following question in my mind: Isn’t a simple hello, well, simple? http://www.darrylrosen.com/articles/?id=278 http://www.darrylrosen.com/articles/?id=278 Mon, 16 Aug 2010 20:41:00 GMT There are certain words and phrases managers just shouldn and t use. Here are a few examples http://www.darrylrosen.com/articles/?id=280 http://www.darrylrosen.com/articles/?id=280 Mon, 16 Aug 2010 20:22:00 GMT This letter is from the Minnesota Municipal Beverage Association and s weekly newsletter http://www.darrylrosen.com/articles/?id=281 http://www.darrylrosen.com/articles/?id=281 Tue, 10 Aug 2010 09:25:00 GMT Picture your top sales performer. Is the image clear? Now - get a clear mental image of your top performer selling your competitor’s products. How’s that image working out for you? Not so good – I’d imagine. Let’s take this just a bit further. As your top salesperson is selling your competitor’s products - what are you doing? Are you running his or her route? Are you postponing a vacation? Are you crying? http://www.darrylrosen.com/articles/?id=276 http://www.darrylrosen.com/articles/?id=276 Tue, 10 Aug 2010 07:49:00 GMT Yes, my headline is a cheesy play on the phrase weapons of mass destruction; however, there is nothing cheesy about effective management. The truth is that effective managers are friendly and respectful…and that’s a great weapon. Is that it? Be friendly? Is that the golden ticket? No, that’s not all it takes but it’s a pretty good start. http://www.darrylrosen.com/articles/?id=277 http://www.darrylrosen.com/articles/?id=277 Mon, 9 Aug 2010 15:27:00 GMT When I’m on a roll I sell – I don’t just take orders… If it only were that easy! I have a favorite exercise I like to do with sales groups. It’s called – When I’m on a roll I do this and not that. I ask my group to consider their last hot streak and what they did (and didn’t do) during that stretch. If we can just replicate those behaviors… http://www.darrylrosen.com/articles/?id=275 http://www.darrylrosen.com/articles/?id=275 Tue, 27 Jul 2010 07:09:00 GMT Actual motivating and not so motivating comments from managers and supervisors to beverage salespeople http://www.darrylrosen.com/articles/?id=273 http://www.darrylrosen.com/articles/?id=273 Tue, 27 Jul 2010 07:33:00 GMT Ask the 5 golden questions of sales coaching and listen carefully to the answers! http://www.darrylrosen.com/articles/?id=274 http://www.darrylrosen.com/articles/?id=274 Sun, 18 Jul 2010 18:53:00 GMT Let’s face it... Not everyone was raised in this period of accelerated technological advancement. Not everyone was born communicating more with their thumbs than their mouths. Reminds me of Keith, a rep I learned of just a few weeks ago. Keith’s a solid rep that worked his way over from the driver crew but he doesn’t embrace his company’s technology. The technology is important to his company’s strategic plan, as I’m sure it is to many of your companies. http://www.darrylrosen.com/articles/?id=272 http://www.darrylrosen.com/articles/?id=272 Wed, 7 Jul 2010 09:16:00 GMT Do you ever fret over things that don’t really matter? Ever fear that people think less of you or do you doubt yourself and your abilities even though you know you’re very capable? This is what experts call self-sabotaging behavior. I call it worrying about things that you can’t control instead of what you can control. http://www.darrylrosen.com/articles/?id=270 http://www.darrylrosen.com/articles/?id=270 Wed, 7 Jul 2010 09:30:00 GMT I have one such example in mind; a young saleswoman that needs to be more comfortable going in to make sales calls. Let’s call her Trish (to protect her anonymity). Trish, like many salespeople just like her, needs routine and confidence, and once these attributes are in place, it will be much easier for her to excel. Unfortunately, this is difficult to instill in younger professionals and without this confidence, Trish, and all the other newbie’s, won’t stand a chance. http://www.darrylrosen.com/articles/?id=271 http://www.darrylrosen.com/articles/?id=271 Wed, 30 Jun 2010 06:34:00 GMT How do you motivate problem people? Many managers believe that they can motivate with incentives or words of vision and passion. Trouble is that many leaders aren’t good at that. They feel that they can sew together a few words (and phrases) and people will enthusiastically march off in the right direction. http://www.darrylrosen.com/articles/?id=269 http://www.darrylrosen.com/articles/?id=269 Tue, 29 Jun 2010 19:49:00 GMT Some of my distributors are in states that have been hit hard by tax increases. Recently I visited and shared 10 Ways to Weather the Storm. The first 5 (Part 1) are in this article http://www.darrylrosen.com/articles/?id=268 http://www.darrylrosen.com/articles/?id=268 Mon, 7 Jun 2010 06:08:00 GMT A few months ago a young beverage professional told me that when he stopped manufacturing reasons why his customers wouldn’t buy his products, his sales actually increased. How novel! I’m used to salespeople giving me numerous reasons why accounts won’t bite on their offerings, especially before they ask. http://www.darrylrosen.com/articles/?id=267 http://www.darrylrosen.com/articles/?id=267 Sun, 6 Jun 2010 20:38:00 GMT The other day I flew out to San Francisco. The guy next to me seemed to be above the "turning off your cell-phone rule!" He was thumb typing away even as the plane was hurling down the runway. Not a care in the world. Even when the flight attendant asked him to turn off the phone, he barely answered; and still got a few more emails out. http://www.darrylrosen.com/articles/?id=266 http://www.darrylrosen.com/articles/?id=266 Mon, 31 May 2010 07:37:00 GMT A few weeks back I posted an article about my favorite smoothie place. As you’ll recall, although the smoothies are great, the service leaves a bad taste in my mouth. They constantly miss opportunities to provide great service and if they’re happy that I choose their shop, over others, that’s certainly news to me. http://www.darrylrosen.com/articles/?id=264 http://www.darrylrosen.com/articles/?id=264 Mon, 31 May 2010 14:02:00 GMT Many people come to work without a plan. They proceed to chit-chat with co-workers, send and receive email incessantly and work on 2 to 4 tasks (at the same time) all day long. Many jump from task to task and in the process of trying to un-bury themselves – make more mistakes. In times like these, our communication is too vague and we fail to ask enough questions to do a good job. http://www.darrylrosen.com/articles/?id=265 http://www.darrylrosen.com/articles/?id=265 Mon, 24 May 2010 09:54:00 GMT Are you developing and motivating your service staff? This is the greatest area of the low hanging fruit. Restaurants and bars lose millions by not intriguing customers at the point of purchase. Wine lists lay on tables like paperweights. Critical selling moments are frequently missed. http://www.darrylrosen.com/articles/?id=262 http://www.darrylrosen.com/articles/?id=262 Mon, 24 May 2010 10:43:00 GMT Everywhere I go, I always ask salespeople what their managers can do to help them be more effective. If you manage and support others, than this list is a keeper. http://www.darrylrosen.com/articles/?id=263 http://www.darrylrosen.com/articles/?id=263 Sun, 16 May 2010 15:00:00 GMT Reactions are dangerous. Reactions are emotional. Reactions are not grounded in any type of logic. Reactions seldom work out well for the reactor. The effects of reactions are often irreversible. In fact, what happens after you get angry is often more damaging than whatever caused your anger in the first place. http://www.darrylrosen.com/articles/?id=261 http://www.darrylrosen.com/articles/?id=261 Mon, 10 May 2010 06:34:00 GMT Did you hear the joke about the swarm of fleas and the four-minute miler? Never mind. To my knowledge, there is no such tale; however, the study of fleas and four-minute milers will shed some light on your management practices. http://www.darrylrosen.com/articles/?id=260 http://www.darrylrosen.com/articles/?id=260 Mon, 3 May 2010 06:57:00 GMT I read in Beer Business Daily last week that one of Walmart’s new merchandising initiatives is the following: Clean, Fast and Friendly - our commitment to deliver a great customer experience through fast, friendly service in a clean environment. I certainly hope so because my experience at Walmart has been neither clean, nor fast nor friendly - at least the store up by me in suburban Chicago. http://www.darrylrosen.com/articles/?id=259 http://www.darrylrosen.com/articles/?id=259 Sun, 2 May 2010 14:46:00 GMT Outside my son and s bedroom window, on the ledge, there and s a bird and s nest with 3 little hatchlings. How the nest got there (and how those babies were made) and why my children keep asking me these questions is way beyond me! Anyway, we’ve noticed that every time we enter the room, the mother bird senses our presence and flies away, but just to a tree branch a few feet away. She keeps her eyes on that nest at all times. http://www.darrylrosen.com/articles/?id=258 http://www.darrylrosen.com/articles/?id=258 Tue, 20 Apr 2010 06:48:00 GMT I’m in Seattle this week. I don’t think I’ll get to the Seattle Space needle but I did read up on it a bit. Seems the foundation of this prodigious landmark weights 5,850 tons and has 250 tons of reinforcing steel. It was built to withstand winds of up to 200 miles an hour. I guess to soar above a city’s skyline; you need some kind of foundation! http://www.darrylrosen.com/articles/?id=257 http://www.darrylrosen.com/articles/?id=257 Mon, 5 Apr 2010 08:31:00 GMT Confused? Many of you recently completed an online manager-salesperson survey designed to measure how well managers think they’re doing compared to how well salespeople think they’re doing in many critical areas. Several of the gaps were pretty sizeable. One of the biggest gaps was in response to the question - I can trust what my supervisor tells me. Often this dynamic stems from broken promises. http://www.darrylrosen.com/articles/?id=256 http://www.darrylrosen.com/articles/?id=256 Sun, 28 Mar 2010 18:35:00 GMT One of my distributors is located not far from my house in Illinois. For a long time, I couldn’t catch a cold in my home state but now I work with a talented team of beverage professionals – and don’t have to get on an airplane to do it! Last week got to talking about customers that continually ask for free things. http://www.darrylrosen.com/articles/?id=254 http://www.darrylrosen.com/articles/?id=254 Sun, 28 Mar 2010 22:21:00 GMT Seems easy enough, right? Actually, many company leaders ask me for suggestions on helping their team leaders and sales managers run more effective sales meetings. So let’s give it a whirl! Sales meetings in my world are way too boring. There’s way too much PowerPoint and more information is dispersed than you can shake a stick at. On the other hand, the exchange of ideas and sharing of sales strategies, as a focus – is almost an afterthought. http://www.darrylrosen.com/articles/?id=255 http://www.darrylrosen.com/articles/?id=255 Sun, 21 Mar 2010 08:18:00 GMT "I’m not in the office today and although I have my blackberry/I phone/(insert other mobile device) right here in my bag/pocket/purse, your email will go unanswered because it’s pretty unimportant to me." http://www.darrylrosen.com/articles/?id=253 http://www.darrylrosen.com/articles/?id=253 Sat, 20 Mar 2010 08:19:00 GMT Is it important to brighten your salesperson’s day? Well, although it seems a bit soft the interaction between managers and salespeople leads to good hard sales success and the resulting cash. My feeling is that beverage industry leaders take a lot of good salespeople and make them managers - a job for which they are woefully unequipped. That many managers are much more at ease moving cases (either with a handtruck or with deeper discounts), than they are motivating and moving salespeople to do the job themselves. So… http://www.darrylrosen.com/articles/?id=252 http://www.darrylrosen.com/articles/?id=252 Mon, 8 Mar 2010 05:55:00 GMT I saw that you have a section on drivers on your newsletter this morning. I want you to know about my driver Gene. http://www.darrylrosen.com/articles/?id=250 http://www.darrylrosen.com/articles/?id=250 Mon, 8 Mar 2010 06:13:00 GMT On a recent trip to a Midwest distributor, I posed the following question: What can suppliers do to be a more effective partner. A sampling of the comments is below. http://www.darrylrosen.com/articles/?id=251 http://www.darrylrosen.com/articles/?id=251 Mon, 1 Mar 2010 06:54:00 GMT I and ve been working with many driver groups lately. In these programs we discuss the 6 building blocks of successful service providers. Price, curiosity, honesty, organization, attitude and ownership. I typically ask the group for their ideas before sharing mine. Here and s what one group came up with. It and s pretty good if you ask me! http://www.darrylrosen.com/articles/?id=249 http://www.darrylrosen.com/articles/?id=249 Sun, 28 Feb 2010 06:56:00 GMT Traits of a good sales manager http://www.darrylrosen.com/articles/?id=248 http://www.darrylrosen.com/articles/?id=248 Sun, 21 Feb 2010 15:50:00 GMT Creativity is the asset of true sales professionals and I love telling the story of a young beer guy I met in Minnesota. Ricky told me a truly inspirational story to answer the question – what is creativity? http://www.darrylrosen.com/articles/?id=247 http://www.darrylrosen.com/articles/?id=247 Mon, 15 Feb 2010 06:06:00 GMT My wife and I went to dinner last Saturday night to celebrate Valentine and s Day. "How you doing?" I asked the waiter as we sat down. The waiter, who was crouching uncomfortably close to our table in an effort to get closer to us replied, "Better than I deserve!" http://www.darrylrosen.com/articles/?id=246 http://www.darrylrosen.com/articles/?id=246 Sun, 31 Jan 2010 12:01:00 GMT Are you aware of your moods? Become aware of your moods, and don and t allow yourself to be fooled by the low ones. Your moods can be extremely deceptive. When you and re in a good mood, life looks great. When you and re in a bad mood, life looks unbearable. Here and s the catch: Moods are always changing. The truth is, life is almost never as bad as it seems when you and re in a low mood. http://www.darrylrosen.com/articles/?id=244 http://www.darrylrosen.com/articles/?id=244 Sun, 31 Jan 2010 12:01:00 GMT At 2 PM today you and other executives from your company, Marathon Distributing, have an appointment at the friendly local retailer to introduce Rufenbrau and s newest beer: Dos Banana and s. Yes, the new beer tastes like a banana, a concept you and re not quite enamored with, but hey, all the Nielsen reports suggest that the American public is clamoring to include beer as a fruit serving. http://www.darrylrosen.com/articles/?id=245 http://www.darrylrosen.com/articles/?id=245 Sun, 24 Jan 2010 12:04:00 GMT My boys love NBC’s hit series – Law and Order. The show always starts out the same. New York City’s finest arrive at a crime scene and utter the same phrase every time, "What do we got?" Unfortunately, it’s usually a victim.Are you a victim? Do you ever feel held captive by circumstances? Do you find yourself blaming others? Failing to confront the critical issues that you face? Whenever you get stuck in the victim cycle, you can’t get unstuck until you first acknowledge that you’re acting like a victim and probably paying a price for it. Ask yourself the following questions: http://www.darrylrosen.com/articles/?id=242 http://www.darrylrosen.com/articles/?id=242 Sun, 24 Jan 2010 12:02:00 GMT Last week I conducted a manager’s retreat that lasted almost 2 days. In an effort to keep everyone enthused, I stumbled upon a group exercise that helped in that effort. Consider doing this with your sales team to show the power of praise. http://www.darrylrosen.com/articles/?id=243 http://www.darrylrosen.com/articles/?id=243 Mon, 18 Jan 2010 12:02:00 GMT When I was growing up we had a poster of a famous poem by Rudyard Kipling called "IF" hanging in our house. I and m not sure why but I thought of this poem a few weeks ago and penned my own version. My attempt speaks to the manager/salesperson dynamic and isn and t nearly as poetic! Anyway, I believe that the way managers act and think directly relates to the way salespeople act and think... http://www.darrylrosen.com/articles/?id=241 http://www.darrylrosen.com/articles/?id=241 Sun, 10 Jan 2010 12:05:00 GMT Last week a beverage professional asked me for some of the reasons I typically objected to a salesperson’s presentation back when I was a retailer. Well, the reasons were numerous, but in no way did it mean that all was lost; that the sale was doomed to Death Valley. http://www.darrylrosen.com/articles/?id=240 http://www.darrylrosen.com/articles/?id=240 Mon, 4 Jan 2010 12:05:00 GMT How is the energy level at your company? Would you characterize the situation as positive or negative? Is there room for improvement? Are you a manager or leader looking for the key to hitting your goals this year? As a manager or leader, your greatest charge in 2010 is to turn sales reps and others into a team focused on team goals as well as individual goals. http://www.darrylrosen.com/articles/?id=238 http://www.darrylrosen.com/articles/?id=238 Mon, 4 Jan 2010 12:03:00 GMT Piece on Lance Armstrong: Throughout the Tour de France, a Colombian rider on the Kelme - Costa Blanca Team, Santiago Botero, has been keeping a diary for the newspaper. Each day the newspaper publishes his diary from the previous day. Unfortunately, the only diary entry I have seen appeared in this past Sunday and s edition. However, it was worth the read. http://www.darrylrosen.com/articles/?id=239 http://www.darrylrosen.com/articles/?id=239 Mon, 28 Dec 2009 09:02:00 GMT Should the bread arrive with the dessert? That’s my question to restaurateurs this morning. Should the bread arrive at the same time the dessert comes? http://www.darrylrosen.com/articles/?id=237 http://www.darrylrosen.com/articles/?id=237 Tue, 22 Dec 2009 12:03:00 GMT Do you ever wonder what your customers are thinking about you? Is this news you can use? Absolutely! It should be of great interest to you. Some of you may be thinking, "I don’t want to know!" Uh, probably not a good idea. Today and s brief email is about taking a good hard look at how your customers see you. The goal is to find ways to ask these questions on a semi-regular, or regular basis. Some questions drive at how you and re performing within an account, while others are about how your company is performing. Both areas are vital. http://www.darrylrosen.com/articles/?id=236 http://www.darrylrosen.com/articles/?id=236 Sun, 13 Dec 2009 12:02:00 GMT Do you shy away from difficult conversations? Do you avoid people and situations because you don’t want to deal? Do you avoid returning calls to certain people because you don’t want to deal? Do you change subjects because you don’t want to deal? Do you rely on jokes, sarcasm and snide remarks instead of telling people how you really feel, because you don’t want to deal? http://www.darrylrosen.com/articles/?id=235 http://www.darrylrosen.com/articles/?id=235 Mon, 7 Dec 2009 06:50:00 GMT It’s no secret that price is important. But is it the only consideration that people have when they shop? No! If it were, then your customers would buy everything at Costco! And, if they did that—well, they’d need a gigantic warehouse to store everything. http://www.darrylrosen.com/articles/?id=234 http://www.darrylrosen.com/articles/?id=234 Mon, 30 Nov 2009 12:06:00 GMT Do you ever ask others for feedback? Do you know what your associates, customers and others think of you? Are you continually surprised when you don’t meet your goals or you receive negative performance reports? Do you ever go home and complain about your bosses (and company) because of what you perceive to be unfair treatment? Are you putting off doing something (or making a change) that you know you need to do or make? http://www.darrylrosen.com/articles/?id=232 http://www.darrylrosen.com/articles/?id=232 Mon, 30 Nov 2009 07:06:00 GMT Yep, according to the world wide web (which never gets anything wrong), during 2008 when airlines were developing checked baggage fees and new pricing schemes, more than 3 million bags were mishandled by U.S. airlines. Mishandled baggage – a problem that seems to plague passengers – is categorized as lost, damaged, delayed or pilfered airline baggage. Though I travel a lot, I have been largely unaffected by this phenomenon. http://www.darrylrosen.com/articles/?id=233 http://www.darrylrosen.com/articles/?id=233 Sun, 22 Nov 2009 19:28:00 GMT What the heck is a "Chief Honesty Officer?" That’s what I was wondering as I drove to the airport early one morning last week. I heard a commercial for a mortgage broker, and the speaker identified himself as the company’s "Chief Honesty Officer." Huh? A company needs one of those? He promised that at his company, there would be no surprises – no baloney. Well, that’s a relief! http://www.darrylrosen.com/articles/?id=231 http://www.darrylrosen.com/articles/?id=231 Sun, 8 Nov 2009 20:07:00 GMT Last Friday I was sitting at my laptop, one eye on my screen and the other on the Today show. The resident physician was talking about stress in the workplace and during the holidays. One thing she said struck me. She recounted her conversations with corporate executives who said, "As a company, we need stress to be successful. That’s what keeps us (as a team) moving towards our goals and objectives." I think I understand that. http://www.darrylrosen.com/articles/?id=230 http://www.darrylrosen.com/articles/?id=230 Sun, 1 Nov 2009 13:07:00 GMT The American flag in our back yard has seen better days. As I’ve alluded to in the past, with stories about my sorry obsession with the Cubs, my family lives in a suburb located about 20 miles north of Chicago. Chicago, as you know, is called the windy city, and the wind has taken its toll on our American flag. When the wind is calm the flag hangs just as you would imagine - nice and straight; however, when the wind blows, the ripped parts of the flag go in separate directions. The harder the wind blows, the more the tears in the flag show. http://www.darrylrosen.com/articles/?id=229 http://www.darrylrosen.com/articles/?id=229 Sun, 25 Oct 2009 19:49:00 GMT What? The price is going up on November 1st? Last week I was working with a group of salespeople in Ohio. From the back row the following question was hurled in my direction. XYZ wine is going up $2 a bottle on November 1st! How do we sell in that price increase? I remember when products went up in price just prior to the holidays. That logic, raising prices, just before a time of year where millions of consumers see your products, was a move I never quite understood. So much risk at a crucial time of the year. To be sure, price increases so late in the year are confusing for distributors, retailers and consumers alike. Here is how I answered the question. http://www.darrylrosen.com/articles/?id=228 http://www.darrylrosen.com/articles/?id=228 Mon, 19 Oct 2009 07:19:00 GMT Simple strategies and concepts to keep in mind to help your salespeople achieve success http://www.darrylrosen.com/articles/?id=227 http://www.darrylrosen.com/articles/?id=227 Sun, 18 Oct 2009 12:06:00 GMT Last week I presented at the the Fall meeting of the Associated Beer Distributors of Illinois. A-B chief Dave Peacock spoke before me and I remember him saying the following: "We are a brand business. People don and t buy companies, they don and t buy brewers, they don and t buy wholesalers, they don and t buy retailers, they buy brands...." A statement that got me thinking. If consumers buy brands, what do retailers buy? Retailers (bars, restaurants, stores and clubs, etc.) buy the YOU… http://www.darrylrosen.com/articles/?id=226 http://www.darrylrosen.com/articles/?id=226 Mon, 12 Oct 2009 12:04:00 GMT Last Friday, many local newspapers ran a story reporting that the buyer of my former business was throwing in the towel and selling to my longtime, former competitor. Although neither company confirmed, nor denied the rumor, according to the newspaper, I have reason to believe it’s true. I happen to know the new buyer fairly well. I have no doubt that the surviving locations will be in good hands. But the story (and the resulting emails and calls) brought me back approximately 30 months to when I sold the business to a private equity firm.... http://www.darrylrosen.com/articles/?id=225 http://www.darrylrosen.com/articles/?id=225 Sun, 4 Oct 2009 09:57:00 GMT This is a tale of persistence. A tale with a happy ending. Boy, it used to be a lot easier. Some of you may know that I used to own a chain of retail wine stores in Chicago. You know, Chicago, previously the 2nd city, but now, apparently, the 4th city. That’s just a quick editorial on our failed Olympic bid. Don’t we have more important problems in our fair town? Never mind! This is a story of persistence, and success, not failure. During my retail days, customers used to come to me – not the other way around and when I sold my business, I was in for a rude awakening. http://www.darrylrosen.com/articles/?id=222 http://www.darrylrosen.com/articles/?id=222 Sun, 4 Oct 2009 19:50:00 GMT Do you take complaints seriously? What is your organization and s mindset on complaints. Over the next several weeks and months, I will tackle the subject of complaints and how taking them seriously can tell you a ton about your business. For now, here are some questions you should be asking. I will provide the answers in upcoming columns http://www.darrylrosen.com/articles/?id=223 http://www.darrylrosen.com/articles/?id=223 Sun, 4 Oct 2009 20:11:00 GMT Part 2: The holidays are right around the corner. You know how they always sneak up out of nowhere and we always say, "I can’t believe the holidays are here, already," even though they happen at the same time every year! The point is it’s time to start preparing. I hope you’ll keep the following 3 thoughts in mind. http://www.darrylrosen.com/articles/?id=224 http://www.darrylrosen.com/articles/?id=224 Sun, 27 Sep 2009 19:21:00 GMT The holidays are right around the corner. You know how they always sneak up out of nowhere and we always say, "I can’t believe the holidays are here, already," even though they happen at the same time every year! The point is it’s time to start preparing. I hope you’ll keep the following 3 thoughts in mind. http://www.darrylrosen.com/articles/?id=220 http://www.darrylrosen.com/articles/?id=220 Sun, 27 Sep 2009 19:48:00 GMT As we head into the holidays, here are 10 things to keep in mind about your consumer base http://www.darrylrosen.com/articles/?id=221 http://www.darrylrosen.com/articles/?id=221 Tue, 22 Sep 2009 18:05:00 GMT What if you sat down in a restaurant and a server never came to your table. That happened to me this week in Las Vegas. I’m out here at the NBWA Annual Conference. Yesterday, I addressed the Paulaner USA distributor’s meeting. As it was nearly 3pm Chicago time before I had a chance to eat, I stopped in a bistro-type restaurant at the Venetian for a quick salad. http://www.darrylrosen.com/articles/?id=218 http://www.darrylrosen.com/articles/?id=218 Tue, 22 Sep 2009 18:30:00 GMT Recently, I had the privilege of sharing my thoughts on selling specialty beers at the retail level. Specialty beers are exciting, let retailers earn profits and create excitement. http://www.darrylrosen.com/articles/?id=219 http://www.darrylrosen.com/articles/?id=219 Mon, 14 Sep 2009 06:22:00 GMT And then the restaurant caught on fire… Well, not exactly. I’ll explain that in a moment. We had an interesting experience at dinner on Saturday night. Jill and I and 2 other couples had dinner at Wildfire – near our home in suburban Chicago. Wildfire, voted most popular Chicago restaurant in 2009, was certainly popular on Saturday. The place was packed. http://www.darrylrosen.com/articles/?id=217 http://www.darrylrosen.com/articles/?id=217 Mon, 7 Sep 2009 10:48:00 GMT I tried to wire some money from my Bank of America account the other day. Back in my past life, my business had a big, fancy corporate account at LaSalle, one of the banks that B of A swallowed up. My banking life was so much easier then; I could just pick up the phone and things got done. Now, I walk into the branch and fight the masses. http://www.darrylrosen.com/articles/?id=215 http://www.darrylrosen.com/articles/?id=215 Mon, 7 Sep 2009 12:40:00 GMT So why don’t managers manage? We’ve spend the first installments of this series talking about how important it is to be a good manager yet so many managers feel that they are too busy with real work. They see managing as a burden. They manage only when it’s absolutely necessary... http://www.darrylrosen.com/articles/?id=216 http://www.darrylrosen.com/articles/?id=216 Tue, 1 Sep 2009 14:31:00 GMT Part of working well with a know-it-all customer is be prepared, being brief and being confident. Another big part is separating fact from hype. http://www.darrylrosen.com/articles/?id=214 http://www.darrylrosen.com/articles/?id=214 Mon, 31 Aug 2009 05:49:00 GMT How does your salesperson feel? How does he feel about his skills, his company, and its products, etc? How does your salesperson feel about his sales managers? These feelings are essential. Let’s go over a couple of terms that help determine how your salesperson might feel. http://www.darrylrosen.com/articles/?id=211 http://www.darrylrosen.com/articles/?id=211 Mon, 31 Aug 2009 06:02:00 GMT There are certain C.O.R.E. selling skills that are necessary for success in the beverage business and most others. I look for Creativity, organization, relationships and the 4 E and s (Energy, Engagement, Empathy and Enthusiasm). Recently I did a program in Western MA and I invite you to follow along as I briefly explain the C.O.R.E. selling skills! http://www.darrylrosen.com/articles/?id=212 http://www.darrylrosen.com/articles/?id=212 Mon, 31 Aug 2009 06:10:00 GMT When the sales call doesn and t go quite right, the tendency is to blame the customer. The best salespeople look inward before blaming everyone and anyone. http://www.darrylrosen.com/articles/?id=213 http://www.darrylrosen.com/articles/?id=213 Sat, 29 Aug 2009 09:39:00 GMT When your customers say NO, it and s disappointing, sad, frustrating, scary and disappointing. But it doesn and t have to be. The key how you react and whether or not you learn something from the experience. Take something away - a clue as to how you sell or how your customer buys, and you will likely be more successful the next time around... http://www.darrylrosen.com/articles/?id=210 http://www.darrylrosen.com/articles/?id=210 Wed, 26 Aug 2009 07:04:00 GMT I spent the last couple days in Dallas at the Texas Package Sales Association’s annual meeting. The host hotel was the Sheraton Dallas, which was also hosting a huge military convention. Despite the fact that I am follicly challenged (read: BALD), I am not (nor have I ever been) in the military. That didn’t stop numerous people from assuming I was part of the other group! http://www.darrylrosen.com/articles/?id=207 http://www.darrylrosen.com/articles/?id=207 Wed, 26 Aug 2009 07:25:00 GMT Let’s start with what we know about managing salespeople. Study after study and undoubtedly our own observations show that people quit their managers long before they quit their jobs and their companies. The truth is that the interaction between the sales manager and the sales person either sets the salesperson up for success or for failure http://www.darrylrosen.com/articles/?id=208 http://www.darrylrosen.com/articles/?id=208 Sat, 15 Aug 2009 06:24:00 GMT What to do when your customer keeps talking, when there are multiple decision makers in the room and other thoughts for better sales calls http://www.darrylrosen.com/articles/?id=206 http://www.darrylrosen.com/articles/?id=206 Tue, 11 Aug 2009 07:52:00 GMT Whenever I work with a sales team I always ask the salespeople to share questions with me. The questions run the gamut from ones like "why don and t you have hair?" to the more serious. Good, thought-provoking questions. The following is an article called What I think I know about the Beverage business based upon your questions. http://www.darrylrosen.com/articles/?id=205 http://www.darrylrosen.com/articles/?id=205 Sun, 19 Jul 2009 08:16:00 GMT Ever hit send on an email and immediately wish you could climb through the monitor and get it back? Been there and done that….unfortunately! A friend of mine related a story to me recently. She’s an engineer at a big firm that was recently purchased. Lately she has been working on a project with a less-than flexible West Coast compatriot.... http://www.darrylrosen.com/articles/?id=204 http://www.darrylrosen.com/articles/?id=204 Sat, 18 Jul 2009 19:35:00 GMT I used to be in better shape. Back in the day my idea for fun was running a track workout. Used to run round and round and round a ¼ mile track. It was great fun…(NOT!) Anyway, I’m not running as fast anymore nor is my body as svelte but recently I’ve gotten the itch to reclaim the part of my closet that doesn’t fit anymore. http://www.darrylrosen.com/articles/?id=203 http://www.darrylrosen.com/articles/?id=203 Mon, 22 Jun 2009 08:59:00 GMT Last Saturday I went to the butcher to get some chicken kabobs and burgers for Father’s Day dinner and I saw both the good and the bad in customer service. Despite my wife’s all too common pleas for me to check the order – I walked out with the wrong bag... http://www.darrylrosen.com/articles/?id=202 http://www.darrylrosen.com/articles/?id=202 Sun, 21 Jun 2009 20:21:00 GMT This week and s article is designed to help you become a more motivating manager. If you and ve ever had the pleasure of delivering feedback, then you know that these sessions can often become the stuff of horror films! But all hope is not lost - there are ways to deliver feedback in an educational, forward-looking manner. http://www.darrylrosen.com/articles/?id=201 http://www.darrylrosen.com/articles/?id=201 Sun, 14 Jun 2009 14:59:00 GMT Over the last 25 months (and the last 25 years), I have dealt with hundreds of successful, high-performing beverage companies. I have noticed that the salespeople and managers act a certain way at these companies and there seems to be a certain energy about them. These high-performing teams and individuals have many common traits. Since successful sales is all about "winning the customer loyalty marathon" and a marathon has 26.2 miles - I have a new list for you. 26.2 Traits of High-Performing Beverage Companies... http://www.darrylrosen.com/articles/?id=199 http://www.darrylrosen.com/articles/?id=199 Sun, 14 Jun 2009 21:07:00 GMT Last week I experienced two situations where service providers were more interested in scrutinizing their mobile devices then they were in paying attention to me: their customer. Here’s what happened... http://www.darrylrosen.com/articles/?id=200 http://www.darrylrosen.com/articles/?id=200 Mon, 25 May 2009 09:16:00 GMT I have to admit - I struggled with how to preface this piece on respect. I knew what I wanted to write about but not how to introduce the topic. Then I watched the Indy 500. What struck me was the interview with the runner-up, Dan Wheldon. Though the interviewer wanted to learn about his race, all he wanted to do was give his crew credit for the superb job they had done getting the car ready for the race. He acted like driving 500 miles at 200 MPH was the easy part. Wow, I thought - now I know how to introduce an article on respect... http://www.darrylrosen.com/articles/?id=198 http://www.darrylrosen.com/articles/?id=198 Mon, 18 May 2009 19:24:00 GMT What do beverage salespeople think or do just before a sales call? Last week I asked the fine professionals of two Midwestern beer distributors.... http://www.darrylrosen.com/articles/?id=197 http://www.darrylrosen.com/articles/?id=197 Sun, 10 May 2009 13:39:00 GMT Last week I worked with the fine professionals at Major Brands in St. Louis. I posed the following questions to everyone in attendance: What are you doing differently this year to exceed last year and s numbers. http://www.darrylrosen.com/articles/?id=195 http://www.darrylrosen.com/articles/?id=195 Sun, 10 May 2009 06:23:00 GMT Last week I worked with a group of Midwestern beverage professionals. I posed the following question to everyone in attendance: What are you doing differently this year to exceed last year and s numbers? Here is what they had to say... http://www.darrylrosen.com/articles/?id=196 http://www.darrylrosen.com/articles/?id=196 Sun, 3 May 2009 17:05:00 GMT Please enjoy another installment of Rapid Fire Answers to your Questions http://www.darrylrosen.com/articles/?id=194 http://www.darrylrosen.com/articles/?id=194 Mon, 27 Apr 2009 06:44:00 GMT I recently read a piece in Salesforce Magazine about dangling insults and I wanted to bring it to your attention. Dangling insults sabotage your sales efforts – and while no one sets out to insult a customer; this is often what happens. The worst part is that you really don’t know you are doing it. Consider the following: http://www.darrylrosen.com/articles/?id=192 http://www.darrylrosen.com/articles/?id=192 Mon, 27 Apr 2009 06:51:00 GMT Yesterday, I traveled to the WSWA convention in Orlando. I happened to sit next to the leader of a major wine and spirit distributor. We had a pleasant enough conversation (I think he would agree) and I asked him about many of his competitors. What struck me was the fact that he was very complimentary about his most direct competitors. I was impressed by this display of professionalism. http://www.darrylrosen.com/articles/?id=193 http://www.darrylrosen.com/articles/?id=193 Tue, 21 Apr 2009 10:07:00 GMT Have you become the boss you swore you’d never be? Have you slipped into a pattern where you exhibit behaviors you once would have resigned your position over? http://www.darrylrosen.com/articles/?id=189 http://www.darrylrosen.com/articles/?id=189 Tue, 21 Apr 2009 10:14:00 GMT Many distributors and suppliers contemplate a measure called spend rate. Specifically, what does it cost to move a case of wine, beer or spirits into the hands of a consumer? While there are many variables that make up this number, there are certain intangibles that fall outside the scope of traditional measurement. http://www.darrylrosen.com/articles/?id=190 http://www.darrylrosen.com/articles/?id=190 Tue, 21 Apr 2009 10:25:00 GMT Q: When visiting accounts – what should I be looking for to identify selling opportunities? A: Lots of things! One action I would not recommend is counting your facings the minute you walk through the door. I’ve seen that too many times before and it instantly labels you as interested only in your own success. I suggest identifying some positive changes in your customer’s place of business before doing anything else..... http://www.darrylrosen.com/articles/?id=191 http://www.darrylrosen.com/articles/?id=191 Sun, 12 Apr 2009 21:06:00 GMT Q: How do you handle the "We have no money because of the economy" objection? A: Answering this objection successfully is much more about how you are conducting yourself these days than what you say when confronted by this (all to common) sentiment.... http://www.darrylrosen.com/articles/?id=187 http://www.darrylrosen.com/articles/?id=187 Sun, 12 Apr 2009 21:17:00 GMT Last week my family and I traveled to Aspen. The trip started inauspiciously enough with an on-time departure before taking a turn for the worst. To make a long story bearable, after delays, cancellations, a trip from Denver to Aspen where the plane couldn’t land (only to return to Denver) and a night at the Embassy suites (with most of my family in one bed) – we were finally ready to take another flight to Aspen airport… http://www.darrylrosen.com/articles/?id=188 http://www.darrylrosen.com/articles/?id=188 Sun, 5 Apr 2009 22:09:00 GMT I have been traveling the country helping distributors and suppliers achieve sales and service excellence. At each stop I’ve asked an upper level manager, company president or business owner to share the words he or she uses to motivate and inspire his or her team to achieve greatness. I thought it might be a nice change of pace to hear how the leaders of your company and (companies like yours) responded to the following question: What do you say to new salespeople on Day1? What do you tell a new sales person on the first day? http://www.darrylrosen.com/articles/?id=186 http://www.darrylrosen.com/articles/?id=186 Sun, 22 Mar 2009 06:57:00 GMT Retailers: On those slower days, spend some time considering the following. http://www.darrylrosen.com/articles/?id=183 http://www.darrylrosen.com/articles/?id=183 Sun, 22 Mar 2009 07:38:00 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 others fail and get egg on their face? Shortsighted managers are the curse of any organization http://www.darrylrosen.com/articles/?id=184 http://www.darrylrosen.com/articles/?id=184 Sun, 22 Mar 2009 10:10:00 GMT Did the government know the full extent of the AIG bonuses? Wow! Who knows. It and s hard to know what to believe; whom to listen to, when it concerns our nation and s capital. Do you have the same leeway with your customers? Absolutely not! Your customer wants to trust you so he or she can believe what you told him or her is true and because he or she is likely counting on you. Here are 10 simple tips to follow if you want to be (and appear) more trustworthy. http://www.darrylrosen.com/articles/?id=185 http://www.darrylrosen.com/articles/?id=185 Sun, 15 Mar 2009 10:29:00 GMT Sometimes its hard to see the forest for the trees and retailers become so involved in the details of a what they can and t control, that they fail to see what they can control. And that is the experience each and every customer has with their businesses. With this in mind - I give you 10 simple ways to make shopping at your business enjoyable... http://www.darrylrosen.com/articles/?id=180 http://www.darrylrosen.com/articles/?id=180 Sun, 15 Mar 2009 10:58:00 GMT Are you a motivating manager? Do you build your people up or bring them down? How do you handle adversity with your people? As a motivating manager, make sure that you are asking these questions constantly (of yourself and others) to make sure you are keeping your eye on what needs to be done to manage a successful team. Review the list of sample questions... http://www.darrylrosen.com/articles/?id=181 http://www.darrylrosen.com/articles/?id=181 Sun, 15 Mar 2009 16:18:00 GMT Saturday night I went to a surprise party. Was the birthday girl surprised? Let’s put it this way – her first comment was, "I would’ve taken a shower had I known!" I was surprised also, but because of a different reason. The service was awesome. My wife and I baked cookies and other goodies for the occasion. Ok, truth be told, I just helped eat the cookies, but I did help bring them to the restaurant. http://www.darrylrosen.com/articles/?id=182 http://www.darrylrosen.com/articles/?id=182 Mon, 9 Mar 2009 05:12:00 GMT Every week has a Tuesday morning and a Wednesday morning. No matter what happens on Tuesday, there is always a Wednesday. How’s that for logic? Now why is it that you read these columns? But really, every week, no matter what happens on Tuesday, there is always a Wednesday. http://www.darrylrosen.com/articles/?id=177 http://www.darrylrosen.com/articles/?id=177 Mon, 9 Mar 2009 06:36:00 GMT Last week I had the opportunity to speak to a group of independent retailers. The jist of the program was customer service in a tough economy. I am continually surprised, in these tough economic times that customers are still taken for granted. I see it all the time as I shop in my community. It’s troubling. I believe that business owners and their employees should worship at the feet of any individual who walks through their doors. Wouldn’t you agree? http://www.darrylrosen.com/articles/?id=178 http://www.darrylrosen.com/articles/?id=178 Mon, 9 Mar 2009 08:23:00 GMT The following tips will help you be a more motivating manager. As is most often the case with great motivational tactics, these tips have no cost factor. Just a more heightened awareness of how to help people feel good about themselves. Consider the following and try to work into your daily management repertoire. http://www.darrylrosen.com/articles/?id=179 http://www.darrylrosen.com/articles/?id=179 Sat, 28 Feb 2009 09:59:00 GMT Q: This week I am at down South at The Beer Summit in Austin, Texas. As part of the event, I am speaking during a panel discussion on the state of retail. A few weeks ago the moderator Bump Williams shared questions for the panel discussion. Specifically, what were some no-no’s during a sales call? What would get a sales person kicked out of a customer’s office? http://www.darrylrosen.com/articles/?id=175 http://www.darrylrosen.com/articles/?id=175 Sat, 28 Feb 2009 13:27:00 GMT Rapid fire to your questions dealing with negativity, selling at a profit and lots of other important, relevant and timely topics... http://www.darrylrosen.com/articles/?id=176 http://www.darrylrosen.com/articles/?id=176 Mon, 23 Feb 2009 07:23:00 GMT Some time ago I called ahead to order my lunch at the local hot dog stand. As patience isn’t one of my virtues, I thought I’d have my lunch waiting. The conversation went something like this... http://www.darrylrosen.com/articles/?id=173 http://www.darrylrosen.com/articles/?id=173 Mon, 23 Feb 2009 09:14:00 GMT Q: As a sales manager – what should I be doing in these tough economic times to keep my team motivated? A: What a timely, relevant question. Sure, it is easy to be upbeat and cheerful in good times but the challenge (while the world seems to be crumbling around you) is to remain upbeat, cheerful and encouraging in difficult times. That’s much harder! http://www.darrylrosen.com/articles/?id=174 http://www.darrylrosen.com/articles/?id=174 Sun, 15 Feb 2009 07:02:00 GMT Managers, get your time back by following these simple organization and time management tips http://www.darrylrosen.com/articles/?id=171 http://www.darrylrosen.com/articles/?id=171 Sun, 15 Feb 2009 07:32:00 GMT When I sold the business that had been my life and livelihood for nearly all my years, I wondered how my associates would react. Would they really care? Did they like working for me? Would I ever know? I was curious to know if they appreciated the job I had done as the company leader. I felt good about the way I conducted myself, but did they agree? I had always tried to run things a certain way -- to create an environment where people would enjoy spending their time. http://www.darrylrosen.com/articles/?id=172 http://www.darrylrosen.com/articles/?id=172 Sat, 14 Feb 2009 10:36:00 GMT Your customers have less time, attention, patience and energy than every before. The current economic uncertainty certainly doesn and t help. Here are 10 simple tips for beverage professionals and professionals of all types. http://www.darrylrosen.com/articles/?id=170 http://www.darrylrosen.com/articles/?id=170 Sat, 7 Feb 2009 17:53:00 GMT Darryl, before and after a sales call, my mind is a flutter with questions, thoughts and opportunities. What questions should I be asking and contemplating immediately before and after I lay it all on the line? http://www.darrylrosen.com/articles/?id=168 http://www.darrylrosen.com/articles/?id=168 Thu, 5 Feb 2009 15:05:00 GMT Tired of people falling asleep at your meetings? Do you want to run more productive meetings? Read the list of 10 tips for having more productive meetings http://www.darrylrosen.com/articles/?id=167 http://www.darrylrosen.com/articles/?id=167 Sun, 1 Feb 2009 20:12:00 GMT At every sales meeting we are given the task of selling "dogs" to our good accounts. How do you sell (in this case – a lesser known under performing vodka) to good customers and at the same time build (and maintain) a trusting relationship? http://www.darrylrosen.com/articles/?id=166 http://www.darrylrosen.com/articles/?id=166 Fri, 30 Jan 2009 18:11:00 GMT Do you think that drivers are an integral part of the selling process? Does it help the company when the driver has proper attitude or disposition – when he or she enters an account with a smile as opposed to a frown? The truth is that drivers can help reinforce an environment where your customers do business with you not because they have to but because they want to! http://www.darrylrosen.com/articles/?id=165 http://www.darrylrosen.com/articles/?id=165 Mon, 26 Jan 2009 13:55:00 GMT Ever wonder how your competitors make strides in your accounts when you least expect it? The truth is that another sales professional will always be lurking around to become your customer’s preferred provider, and his or her partner. Many industry veterans try to convey the importance of consistently being the customer’s vendor of choice. The goal is to be known as a confidánt, a partner, and an advisor. That goal requires that you are there to take care of problems, not create them. http://www.darrylrosen.com/articles/?id=163 http://www.darrylrosen.com/articles/?id=163 Mon, 26 Jan 2009 14:07:00 GMT And the first pick in the 2008 NBA draft goes to… The Chicago Bulls have a great new point guard. In the summer of 2008, at the NBA draft lottery, the Bulls defied the odds and somehow won the first pick in the upcoming draft. A pretty odd occurrence since the Bulls have lost far more than they have won lately! It was the best thing to happen in the Chicago basketball scene since Michael Jordan was propelling the team to numerous championships in the 1990’s. http://www.darrylrosen.com/articles/?id=164 http://www.darrylrosen.com/articles/?id=164 Sat, 17 Jan 2009 15:30:00 GMT Get off to a great start this year with a few simple, common sense reminders about customer interaction http://www.darrylrosen.com/articles/?id=162 http://www.darrylrosen.com/articles/?id=162 Mon, 5 Jan 2009 07:19:00 GMT Hopefully, you and re still hanging on to your New Year and s resolutions, being that it is the 5th of the year already! There is one business resolution I suggest in these tough times - to win your customer and s loyalty. Here are a few things you can do... http://www.darrylrosen.com/articles/?id=159 http://www.darrylrosen.com/articles/?id=159 Mon, 5 Jan 2009 06:44:00 GMT f you read my articles, you may know that nothing I talk about is earth shattering. Much of it is simple, straightforward, and common sense. Yes, loads of common sense, but you know what they say about common sense? There is nothing common about it. http://www.darrylrosen.com/articles/?id=160 http://www.darrylrosen.com/articles/?id=160 Mon, 5 Jan 2009 07:36:00 GMT Just one generation ago, most retailers looked pretty similar physically, but now they can look very different. According to the U.S. Census Bureau (2000), there were more than 281 million people in the U.S. population at the turn of the century. Of that number, almost 100 million people were either Latino, African American, Asian or a variety of other races and ethnic groups. That diversity has impacted the beverage business. These divergent groups represent many cultures, each with a distinctly different communication style. Unfortunately, despite the fact that the U.S. population has become more and more diverse over the years, the reality is that sales people still have a great degree of difficulty communicating with ethnic groups with different cultures from the one that prevails in the U.S. http://www.darrylrosen.com/articles/?id=161 http://www.darrylrosen.com/articles/?id=161 Thu, 4 Dec 2008 08:16:00 GMT If I close my eyes I can imagine the scene right now. It is a Friday morning nearing 8 a.m. A sales team is sitting around a conference table. While not everyone is indulging in the breakfast fare (doughnuts and coffee), most are eagerly waiting for the morning announcement. Did the team beat the XYZ product goal? http://www.darrylrosen.com/articles/?id=158 http://www.darrylrosen.com/articles/?id=158 Mon, 24 Nov 2008 08:18:00 GMT Last week I had an interesting chat with the President of a Midwest beer distributor. We talked about the state of the economy and what his sales people were doing to help customers through these difficult times. No doubt about it, consumer confidence is low right now; lowest it has been in years. He shared that many of his customers (especially on-premise) were hurting both financially and emotionally. So, while you can’t really affect consumer confidence, you can help your customer’s confidence. Yes, their psyche. http://www.darrylrosen.com/articles/?id=156 http://www.darrylrosen.com/articles/?id=156 Mon, 24 Nov 2008 09:35:00 GMT Now that the curtain has almost closed on 2008, the beverage industry can look back on one of the craziest years in memory. For starters, the economy slumped tremendously causing pundits to bypass the R word (recession) and head straight for the D word (depression). Consumer confidence fell to bargain basement levels, the financial system almost crashed, and oil prices (and prices at the pump) moved up and down like a yoyo. http://www.darrylrosen.com/articles/?id=157 http://www.darrylrosen.com/articles/?id=157 Sun, 9 Nov 2008 09:48:00 GMT Recently, the following question was posed to me: I get along with most of my customers. Why do I have such trouble seeing eye to eye with customers who are different from me? http://www.darrylrosen.com/articles/?id=153 http://www.darrylrosen.com/articles/?id=153 Sun, 9 Nov 2008 10:51:00 GMT Recently, the following question was posed to me: I just received a list of new accounts – what should I be finding out about these accounts to get the relationship off on the right foot? What questions should I be asking? http://www.darrylrosen.com/articles/?id=154 http://www.darrylrosen.com/articles/?id=154 Sun, 9 Nov 2008 10:22:00 GMT This is crunch time for all beverage professionals! Don’t be a turkey. Show that you value your customers this time of year and you will knock the stuffing out of last year’s numbers! http://www.darrylrosen.com/articles/?id=155 http://www.darrylrosen.com/articles/?id=155 Mon, 27 Oct 2008 08:18:00 GMT Halloween is this week, which means the holidays aren’t far behind. While the holidays bring in elevated numbers, this time of year also ushers in elevated stress levels. No question – things with customers can get heated in a hurry. To that end, I have 10 Tips for diffusing the situation and keeping the Customer. http://www.darrylrosen.com/articles/?id=152 http://www.darrylrosen.com/articles/?id=152 Sun, 26 Oct 2008 18:28:00 GMT 2 weeks ago I posed the following question: How do you handle difficult customers? I received many replies from beverage professionals all over the country and you can read their comments by clicking on the link. http://www.darrylrosen.com/articles/?id=151 http://www.darrylrosen.com/articles/?id=151 Sat, 25 Oct 2008 13:41:00 GMT I’m not the handiest guy you will ever know. Can I change a light bulb? Yes, of course, but ask me to do much more and I may face a challenge of epic proportions. However, one task I have mastered is hooking a charger to something electronic, like a cell phone or a GPS navigation device – which brings me to a recent experience..... http://www.darrylrosen.com/articles/?id=150 http://www.darrylrosen.com/articles/?id=150 Tue, 7 Oct 2008 09:09:00 GMT Last week I asked readers to submit ideas for adding value in accounts without asking for value. You responded with gusto and I was able to put together an outstanding list of 26.2 Ways to Add Value without Asking for Value. The great part is that this list brings together the thoughts of beverage professionals from North and South, East and West... http://www.darrylrosen.com/articles/?id=149 http://www.darrylrosen.com/articles/?id=149 Mon, 22 Sep 2008 19:33:00 GMT As I travel the country talking to retailers, several themes come up over and over when we talk about building, cultivating and maintaining great relationships between wholesalers and retailers. The themes are nearly the same whether I talk to a store owner, a bar owner or a restaurant operator. The themes are nearly the same on the East coast as the West Coast. The themes are nearly the same for the customers with mature businesses as they are for those with emerging businesses. To that end, and because building great relationships is a marathon not a sprint, I have perhaps one of my most important lists yet: 26.2 Things Your Customers want you to Know, Understand, Realize and Appreciate http://www.darrylrosen.com/articles/?id=148 http://www.darrylrosen.com/articles/?id=148 Sun, 31 Aug 2008 17:23:00 GMT It’s an election year! This November millions of Americans will head to the polls to decide on our next President, either Barack Obama or John McCain. Both candidates have their own individual take (or their party’s take) on the issues - and one thing is for sure. You may not agree with your candidate on all the issues; however, you must like and trust the candidate for him to receive your vote. You must feel comfortable. You must feel that your candidate is sincere, knowledgeable, and committed to receive your vote. http://www.darrylrosen.com/articles/?id=146 http://www.darrylrosen.com/articles/?id=146 Sun, 31 Aug 2008 20:44:00 GMT You may have noticed that your customers have less disposable time than they used to. You may have noticed that your customer has more on his or her plate these days. You may have noticed that your customers are harder and harder to reach. You may have noticed less patience on the part of your customers..... http://www.darrylrosen.com/articles/?id=147 http://www.darrylrosen.com/articles/?id=147 Sat, 30 Aug 2008 08:18:00 GMT The most successful people in the beverage business understand the trait of sincerity. I’ve had way too many people tell me they were looking out for me only to find out they were taking me for an emotional ride and didn’t care a lick about me. That was the absolute worst! Notice, I’m not calling them liars; instead, I’m saying some people just don’t really mean what they say. http://www.darrylrosen.com/articles/?id=144 http://www.darrylrosen.com/articles/?id=144 Sat, 30 Aug 2008 08:19:00 GMT The history of empathy in the workplace is quite interesting. In the old days, we were taught to leave all our heartfelt emotions and spontaneity at the door. There was simply was no room for personal emotions on the job. Today, that dynamic is shifting. It is now understood that friendly service-orientated people often outsell an impersonal-minded sales team http://www.darrylrosen.com/articles/?id=145 http://www.darrylrosen.com/articles/?id=145 Mon, 18 Aug 2008 06:55:00 GMT Recently I was asked the following two questions about my experiences as a wine, beer and spirit retailer: Did you ever hide from a sales person? What made you hide from a sales person? Yes, of course I hid from sales people and I remember exactly where I hid. In the warehouse, most likely, right behind a pallet of vodka or something similar. The why part is a little more complex. http://www.darrylrosen.com/articles/?id=143 http://www.darrylrosen.com/articles/?id=143 Sat, 16 Aug 2008 20:20:00 GMT Yet another sales report – the newest retail sales numbers are due out this morning. Analysts’ estimates are all over the board with many expecting same store sales to be flat. Most of the key independent retailers I speak to say they’re holding their own. With the economy in the tank (at least – that’s what the economists say!) and gas prices still pretty high – retailers must be on the lookout for ways to improve their businesses, without spending a lot of money. For some the goal is improved sales; for others the objective might be simply to keep the doors open. Now more than ever all the little personal touches that identify independent businesses may really go a long way in the battle for survival. http://www.darrylrosen.com/articles/?id=142 http://www.darrylrosen.com/articles/?id=142 Tue, 12 Aug 2008 10:39:00 GMT All is well in the Rosen household. Josh is back from camp (reunited with his brothers) and the CUBS are 24 games over .500, leading the Milwaukee Brewers by almost 4 games. Speaking of Milwaukee, last Friday my wife and I picked up our son at camp in Southern Wisconsin. On the way home we stopped at a gas station. As we pulled in the parking lot I immediately noticed the big brewer’s beer truck. On the way to the bathroom I encountered the salesman sharing one of the most profanity-laced stories I’ve ever heard and I grew up in a liquor store http://www.darrylrosen.com/articles/?id=141 http://www.darrylrosen.com/articles/?id=141 Mon, 28 Jul 2008 07:00:00 GMT My oldest son is away at summer camp. Haven’t seen him in 2 weeks, 1 day and 13 minutes. He’s 13 – and this is our first experience having a child away. Josh (in all his teenage wisdom) has opted for the "very limited" communication package. Let’s just say I can count the letters using just a few fingers. Anyway, I miss the little man terribly.Apparently, Josh enjoys this lack of communication but it begs the question – do you enjoy when your distributor or supplier fails to communicate with you? http://www.darrylrosen.com/articles/?id=140 http://www.darrylrosen.com/articles/?id=140 Sun, 27 Jul 2008 11:32:00 GMT When presenting a new product – if he customer says no is it ok to re-present the same product at a later date? http://www.darrylrosen.com/articles/?id=138 http://www.darrylrosen.com/articles/?id=138 Sun, 27 Jul 2008 14:26:00 GMT "We think we’re providing too much service." I hear that a lot these days. Distributors confide that they want to offer great service but that the cost of certain "perks" has really escalated in this environment. Most notably, they mention things like running out to an account because they forgot to order enough product or because they didn’t place their order in time. The little touches that are harder and harder to provide these days. http://www.darrylrosen.com/articles/?id=139 http://www.darrylrosen.com/articles/?id=139 Mon, 14 Jul 2008 06:59:00 GMT My son Josh and I are quite impulsive. (That may be putting it mildly) In part because he was leaving for overnight camp but more so because we’re a bit short on patience, he and I headed for the Apple store last Friday morning to buy our new IPhones. We arrived at 6am or so and got in line. At that hour, the line was already pretty long. As you may have heard from various media reports, the day didn’t go so smoothly for Apple, AT and T or their customers for that matter. http://www.darrylrosen.com/articles/?id=136 http://www.darrylrosen.com/articles/?id=136 Mon, 14 Jul 2008 08:59:00 GMT Those of you that have heard me speak may remember my Surviving the Middle Miles concept. In a marathon the toughest miles are in the middle of the race – the part of the race where the excitement of the start has faded but you can’t yet imagine the taste of the finish line. This is where the real race begins. This concept occurred to me last year as I shopped at the local grocery store. They were having a grand re-opening. http://www.darrylrosen.com/articles/?id=137 http://www.darrylrosen.com/articles/?id=137 Tue, 8 Jul 2008 06:32:00 GMT Q: My competitor consistently undercuts me by giving away hats, lights, and glasses not to mention cutting a few pennies off a case here or there. Cases seem to fall off the truck at random and miraculously end up in the customer’s stock room. What do we do? Do we cross over to the dark side? We want to run a legitimate (and lawful) business but find it hard to compete. http://www.darrylrosen.com/articles/?id=134 http://www.darrylrosen.com/articles/?id=134 Tue, 8 Jul 2008 08:55:00 GMT A few weeks ago, Union Liquor Company closed its doors leaving Chicago with 2 major distributors. It was a momentous day in the landscape of Chicago distributors to say the least. Union had an extensive beer selection and many of those brands have moved to smaller local distributors giving those sales people even more to sell! It doesn’t matter if I’m out East or down South; I always hear a similar refrain from sales people. How do I manage a steadily increasing portfolio with my already voluminous amount of items? http://www.darrylrosen.com/articles/?id=135 http://www.darrylrosen.com/articles/?id=135 Mon, 7 Jul 2008 06:28:00 GMT What and s for dinner with the grape Malbec. The average Argentinean downs around 150 pounds of beef each year. (The average North American, around 70 pounds). The male Argentine, on many a day, will enjoy two meals centered on beef. Beef loin. Beef ribs. Beef rump. Beef. Read more about Malbec..... http://www.darrylrosen.com/articles/?id=131 http://www.darrylrosen.com/articles/?id=131 Mon, 7 Jul 2008 19:14:00 GMT For their part, the people who put the wine in the bottle want the consumer to buy it. Consequently, wine labels may contain visually attractive or eye-catching graphics or art; descriptions of how the wine tastes, how it was made, or what foods it best accompanies. But rest assured, there is much more to meet the eye.... http://www.darrylrosen.com/articles/?id=133 http://www.darrylrosen.com/articles/?id=133 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