Better Questions, Listening

You Eat Like A Bird!

In which we are encouraged to understand context before we pitch recommendations. Read more »

Wells Fargo Timing: Symptom of Broader Failure

[April 18, 2017] The timing of the Wells Fargo case is symptomatic of a broader failure. The general theory about “why this happened” is that branch incentive programs were wrong (widget-based) and that sales managers were far too aggressive in pushing sales staff to sell more. All true, well documented. However: People tend to “go … Read more »

Make Them (Our Mistakes) Playable (Issue 825)

In which we are reminded that good call “mechanics” will save us when we make mistakes. Read more »

No Fiddling (Issue 822)

In which we are reminded, sales is a tough instrument. Keep practicing, regardless of how good the numbers are. Read more »

Follow The Cues We’re Given (Issue 817)

In which we are reminded that, sometimes, following the cues we’re given is more important than finishing the task we’d planned. Read more »

Repeat Business (On The Way to Trust) (Issue 814)

In which we are reminded not to assume we understand what our clients seek when they come back to us. Read more »

After Shave (Issue 813)

In which we are reminded to fully understand our customers’ specifications before delivering. Read more »

Free Falling (Issue 812)

In which we are reminded to be careful about making assumptions when we’re assessing clients’ issues. Read more »

Differentating Standard Products (Issue 810)

In which we see how to position standard products as “fresh” and “built just for you.” Read more »

Absolutely Convinced (Issue 809)

In which we are reminded that many clients are motivated to buy more by fear of failure than by positive benefits of change. Read more »