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I was going to call one of my books “I’d close more sales if it weren’t for the buyer” thinking that people would laugh at the silliness. But when I got an immediate standing ovation from 600 people when I said this, I realized that sales people be... More...

A woman from Australia recently called me on a cold call. She started by calling me ‘Sharon.’ For those of you who know me, I refer to myself as Sharon Drew. Folks who call me ‘Sharon’ are either making a cold call, or haven’t read my books or blog... More...

When you think about your personal good and poor service experiences, many times those experiences come down to the experience had with individual employees who work at the firm. Delivering an excellent client experience is most often dependent upo... More...

I came across this recent study done by the Strativity Group and just had to pass along this critical information. If service has been pushed to the back burner because in this economy you feel there are more important issues, here's some imp... More...

Leading a culture of service excellence involves a vision and the ability to clearly communicate that vision through the organization, all the way down to front-line staff. Because the scope of service is so large, however, management may feel as if ... More...

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News

What’s the buyer’s responsibility?

How not to make a prospecting call

Mr. / Ms. Front-Line Employee: You Are Important To Us, Really, No Really You Are ...

Service Pays Even In a Poor Economy

There Are So Many Weeds It is Hard To See the Forest From The Trees - Leading Customer Service

	Good Guy = Bad Manager :: Bad Guy = Good Manager. Is it a Myth?

	Base Pay Increases Remain Steady in 2007, Mercer Survey Finds

	Online Overload: The Perfect Candidates Are Out There - If You Can Find Them

	Cartus Global Survey Shows Trend to Shorter-Term International Relocation Assignments

	Rewards, Vacation and Perks Are Passé; Canadians Care Most About Cash