This is a category to place observational posts about customer service or sales
How will you respond to the next recession? The Consumer Confidence Index is falling precipitously and economic experts far and wide predict another recession is imminent. Whatever you do, don't panic. There are proven strategies to compete during recessions, which I'll share in my [...]
People are irrational, which is why healthcare marketers and sales people focus so much energy on framing, using psychological pricing, and reducing the fear of loss wherever possible.
The Difference between Emotional and Rational Objections When a prospect calls your office seeking information about how you can help them, they will either book an appointment, or delay booking an appointment. If a prospect calls you, there is a very high likelihood that they [...]
Customer Service Review - Emirates Airline Having looked forward to my holiday to Dubai all year long, the date had finally come. Checking-in at the airport was a breeze - the Emirates check-in staff were friendly and efficient, even despite the huge number of passengers [...]
Customer Service Review – Las Iguanas Looking to expand my horizons on the beverage front, I decided I needed a new cocktail bar on my radar – and on this particular night, Las Iguanas caught my eye. I’d heard excellent things about this cheeky Mexican [...]
Customer Service Review – Boots On a busy Saturday afternoon, I was drawn into Boots to stock up on much-needed toiletries and beauty products. Upon walking into the store, I was presented with a busy and hectic environment, which was to be expected on a [...]
Customer Service Review: American Apparel The ritual of clothes shopping is one any girl can relate to, no matter their disposition – and I’m no exception. There are few things I love more than the opportunity to absolutely bury myself in fabrics and patterns, and [...]
The confirmation bias and resistance to selling In this series of five posts, we explored the manifestations of cognitive dissonance and how I feel it results in a self-fulfilling prophecy: a vast disparity between what we think sales people do, and what they really do [...]
Customer Service Review - HMV Shopping for a lot of people – and me personally – is about independence and getting things done without any outside input. Buying music in particular is something I’m happy to spend ages doing alone, for the sake of the [...]
Wendy “Won’t Sell” and the Confirmation Bias In this series of five posts, we’ll explore the manifestations of cognitive dissonance and how I feel it has resulted in a self-fulfilling prophecy: a vast disparity between what we think sales people do, and what they really [...]
