Facing the thrown down gauntlet Fear. In private healthcare, it’s everywhere I look. Customers fear the product itself. When considering a procedure, they take an incredible amount of time to even pluck up the courage to make a telephone enquiry about it, let alone book [...]

Start with being interested Telephone call handlers are handling thousands of calls from customers at this very moment. 99% of them are boring. We have sales people telling customers everything they know about their products. We have customers trying to have their needs understood. We [...]

Leaving your baggage behind you Dan Sullivan, creator of the Entrepreneurial Time Management System, recently made a claim in one of his seminars that immigrants do better economically, and entrepreneurially, than their native counterparts. Having lived in multicultural societies my entire life, and being a [...]

How much practice is needed to master a complex skill? Most managers that green-light training want participants to learn the skills as soon as possible. This is understandable, as one way we evaluate a training investment is by how fast people learn. We want the investment to [...]

Using Skype to break down barriers of distance, time, money, and language. As I closed my Skype call with a laser eye surgeon in Rome, it occurred to me how easily we can adopt new technologies to help us do so things we couldn’t easily [...]

Hailey ‘Hard-Sell’ and the Confirmation Bias The first instalment of our five-part series provided a definition and overview of cognitive dissonance and a discussion about the vast disparity between what we believe salespeople do, and what they do to be successful. In this, the second [...]

Recognising Challenging Personality Differences: Part 4 - Authorities Click on this link to go to the site where the original image was sourced from. The realisation that we alone are not the only egos in this world is central to the pleasers phase, which forms [...]

Recognising Challenging Personality Differences: Part 3 - Pleasers Click on this link to go to the site where the original image was sourced from. There is a moment of realisation in early life when the mind acknowledges for the first time that it is not the only [...]

Recognising Challenging Personality Differences: Part 2 - Egos  Click on this link to go to the site where the original image was sourced from. In this, the second of our four part ‘Recognising Challenging Personality Differences’ series, we look more closely at the ‘ego’ personality types, who [...]