What is Christmas?

Posted: 18th December, 2020 in Case Studies, Marketing Services, PR & press, Tips & Tricks, Training and mentoring

“What is Christmas? It is tenderness for the past, courage for the present, hope for the future… It is a fervent wish that every cup may overflow with blessings rich and eternal, and that every path may lead to peace.” 

Yesterday, I came across this wonderful yet very poignant quotation by the late Agnes M. Pharo, a well-respected American writer and artist from the mid-20th century.

We are coming to the end of a very strange and arduous year with Christmas looming around the corner. So, who would have thought that many years on, Agnes’s quote would be even more profound and relevant today?

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7 ways your business can survive the crisis

Posted: 20th October, 2020 in Case Studies, Marketing Services, PR & press, Sales , Tips & Tricks

We’re now well over six months into the pandemic and the economy has been hit hard. For some industries its business as usual. However, many others are experiencing very tough times with some sadly closing through no fault of their own.

I’m an optimist by nature, but I like to consider myself a realistic too. Whilst I firmly believe the tide will change, the reality is that we need to adapt to the environment we find ourselves in, in order to ride out the storm.

What I have noticed is that people are reacting differently. Some companies are hunkering down, several are making necessary changes and others are moving in a different direction. This got me thinking about what we can do to protect ourselves and keep going?

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Dealing with the shock of a difficult situation

Posted: 28th September, 2020 in Case Studies, Customer Service, Tips & Tricks, Training and mentoring

Regularly I get asked, “how do I deal with a difficult situation?” It’s a fair question. And if we think about it, it’s an uncomfortable situation which we all dread. Yet when we feel like this, we often don’t realise we have what I like to call “a rabbit in head-lights” moment.

So, what happens? Basically, we panic and we stop breathing. When we freeze, it’s like our brain has been hijacked and we can’t think clearly. Sometimes we say nothing, however more than often we react and don’t realise we may say the wrong thing.

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Cross-selling and up-selling techniques - From bland to outstanding

Posted: 10th August, 2020 in Case Studies, Marketing Services, Sales , Tips & Tricks, Training and mentoring

When people talk about upselling and cross-selling, many think about fast-food restaurants where they are asked if you want a large drink and fries on the side?  In short, this is the classic up-sell and cross-sell model. 

This is something we are used to and have come to expect in cafes and restaurants alike. It obviously works when we want to serve people quickly, yet look for opportunities. And as the saying goes “if you ask enough people, some will say yes”.

Whilst it works for fast-moving consumer goods, it can be ineffective for more sophisticated sales. Customers are more educated and expectations are higher. They want to feel valued, so a more consultative approach is needed.

When I think of the two styles of selling, I am reminded of two contrasting examples I witnessed in a shoe shop a couple of years ago. One was bland and, in my opinion quite ineffective. Whereas the other interaction was engaging and very persuasive. 

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What do traffic lights and customer service have in common?

Posted: 23rd July, 2020 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

How often do we pay attention to every customer as they walk in the door? Or when we answer the phone each day? If we are regularly engaging with high volumes of customers, clearly, it’s no surprise we stop noticing?

Anytime we interact with a customer we won’t always know how the conversation will go. A lot will depend on how they are feeling and their emotions. So, if we focused on how they are feeling, surely, we could manage them more appropriately?

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