Page 4

SSE_MARCH2015

Vol.14 Issue. 03 Sales & Service Essentials is published monthly by HR.com, 124 Wellington Street East Aurora, Ontario Canada L4G 1J1 Editorial Purpose: Our mission is to promote personal and professional development based on constructive values, sound ethics, and timeless principles. Submissions and Correspondence: Please send any correspondence, articles, letters to the editor, and requests to reprint, republish, or excerpt articles to: Editorial Department Sales & Service Excellence 124 Wellington Street East, Aurora, Ontario, Canada L4G 1J1 Phone: 1-877-472-6648 Email: SSE@editor.hr.com Customer Service/Circulation: For customer service, or information on products and services call 1-877-472-6648 or email: SSE@editor.hr.com Internet Address: www.hr.com Marketing Offices: Leadership Excellence 124 Wellington Street East Aurora, Ontario Canada L4G 1J1 1-877-472-6648 HR.COM Publishing: Debbie McGrath, CEO, HR.com, Publisher Shelley Marsland-Beard, Product Manager Ken Shelton, Editor of LE, 1984-2014 Brandon Wellsbury, Corporate Sales Adnan Saleem, Design and Layout Copyright © 2015 HR.com Publishing. No part of this publication may be reproduced or transmitted in any form without written permission from the publisher. Quotations must be credited. Sales, customer service, sales leadership, communications and business development are not what they used to be. There is a clear theme in this month’s issue of Sales and Service Excellence Essentials – CHANGE – but not the typical incremental change some talk about - but monumental, tectonic plate moving levels of change. Yet, the mix of this month’s articles reminds us that we must deploy and implement selling and customer service fundamentals - we all must be there to ensure the success of self and others The digital landscape is changing everything for everybody. Gal Borenstein helps us understand The Top 10 Digital Branding Trends for 2015 including the concept that privacy is dead (ouch!) and that if it isn’t mobile, it does not exist! Jeff Davidson and Chip R. Bell remind us that distractions and allowing stuff (negative events) to enter into our sales or customer service world (mindset) will certainly lead to reduced or even poor performance. Ever met that grumpy, angry, bitter, customer service representative? Yeah, I thought so. Focus, mental toughness and resilience are now baseline skills for Peak Performance. The need for this resilience is affirmed by both Stacy Shamberger and Joe Ungemah in their articles, where they site the increasing challenges sales professional face to get results. Sales has always been a numbers game, but market conditions keep moving the goal posts. What once worked for a number one sales team (maybe even just months ago) could quite frankly be nearly obsolete. We must be vigilant as sales leaders to re-evaluate what is working? They both provide tips on what to do about it. In my article, I outline that there comes a time when some customers need to be fired! Demands and expectations, in some situations, become untenable and that negative energy is draining the entire team hindering your ability to service many great clients you have. Cut your losses and move on. Amongst these changes there are still foundational practices that we all know are common sense. With everyone being pulled into countless directions and 24/7 mobile access – the lack of effective and professional communications is still a major contributor to internal and external frustrations - not to mention the millions of dollars lost due to this condition. Vivian Ciampi prompts us about the importance of communications with specific steps to help improve it. In her article, Sharon Drew Morgan suggests that being KIND might just address some of our performance issues – especially if you think internally – by improving retention and reducing the cost and loss of intellectual capital. Yes, it is much more difficult to leave (quit) a really nice, kind person than that spiky team member or leader for whom many of us have worked. So which one are you, KIND or? Of course this is just some of the content in this month’s issue of Sales and Service Excellence Essentials. We all know that great leaders are great learners too. Take a few moments and access some new insights and knowledge, while being reminded of what you already know but might not be acting upon, and finally being validated for what you are doing. Editor’s Note Ken Keis, Ph.D., is President of CRG, and considered a global authority on the way assessment strategies increase and multiply your success rate. He conducts keynotes and workshops on Sales, Leadership,Communications and Life Purpose. In 26 years, he has conducted over 3000 presentations and invested 10,000+ hours in consulting and coaching. He is the author of the Sales Style Indicator, Why Aren’t You More Like Me, Deliberate Leadership and The Quest For Purpose. Ken’s expertise includes assisting individuals, families, teams, and organizations to realize their full potential and to live On Purpose! Visit : www.crgleader.com Email : ken@crgleader.com 4 Submit your Articles sales and service excellence essentials presented by HR.com | 03.2015


SSE_MARCH2015
To see the actual publication please follow the link above