Ask the Experts

There’s that word again: empathy. It’s buzzing this year. Forbes named it the No. 1 skillset to shift in 2021. “Empathy is connecting to the emotions that underpin an experience, not necessarily having to connect to the experience itself.” — professor and author Brené Brown, Dare to Lead A friend of mine, in New York

Here’s a tricky question, from the Sandler Research Center, for any business leader responsible for customer success or net revenue retention. Of all the clients who changed suppliers last year, 68% did so because: They were offered a better, shinier, “deal.” They were offered a lower price. They no longer felt valued by the incumbent

“Unity is strength… when there is teamwork and collaboration, wonderful things can be achieved.” — poet Mattie Stephanek Collaboration is empowerment. Collaboration is not giving up something. Collaboration is a way to move forward, move ahead and move beyond challenges with input, perspective and insight. When you collaborate, you focus on what is best instead

Some kindness is a courtesy, such as holding the door for the next person to enter or exit. Some kindness is situational, like when someone asks you what you think of a look, or how they did presenting, and you offer something positive in response. And, some kindness is from the heart…genuine, almost guttural, and

Whether you are a sales leader responsible for an entire team’s performance or a single salesperson looking to hit your income target, you are well on your way to implementing your new business and client retention plan for 2021 – or are you? If you are struggling with how to organize your selling time, and

While the ringing in at midnight to celebrate, and welcome, 2021 might have been something even more desired this year than ever before, there is always something about each New Year that holds promise, simply because of the turning of the calendar. Or does it? Is it that January 1 is magical? Is it that

Given the upheavals and uncertainty of this past year, many leaders and salespeople are wondering: What skills and adaptations, will be necessary to survive and thrive in 2021? I would suggest you review and evaluate these four trends as you plan for the year to come. Virtual Selling. It’s here to stay. That doesn’t mean

Customer service has a point where it starts and ends. The customer experience has a starting point long before a purchase decision was made, and an infinite ending, all of which should be seamless to the purchaser and end-user. The difference between customer service and customer experience? When you are shopping at Publix and encounter

While you may or may not have a lot of traditions in the past, it’s likely that each of them are coming to mind this year. Many of us have a bit more time on our hands, for reflection in our hearts, as we grow close to turning the calendar to a new year once

This year has taken us by storm. When the clock struck midnight on New Year’s, we were celebrating the upcoming year with hopes for clarity, 20/20 vision, flow and prosperity. Most of us were unprepared for what happened by the end of the first quarter, when the global economy succumbed to the coronavirus pandemic. Companies

In the time of COVID-19, networking and business success depends not necessarily on following the Golden Rule. You’ll get further in the New Year with the Platinum Rule: Do unto others as they would want to be done to them. Why does it matter? We’re all different, with different values, fears, strengths, beliefs, likes and dislikes. To best serve

This time last year, our calendars were filled to capacity with holiday parties and year-end celebrations, but things are quite different in 2020 because of the COVID-19 pandemic. It has been a difficult year for companies, and employees, and it’s important to keep company morale, give back and celebrate a job well done at the