Tag
Pivot
Common Sense Customer Service – That’s The (Meal) Ticket!
By Gina Trimarco, Chief Results Officer How is it that the employees of the same company can differ so much when it comes to customer service? This is a question of training versus common sense but really it comes down to hiring culture. I recently attended a client’s annual meeting and awards dinner at a...Read More
Employee Empowerment Is Not A “Job Duty”
By Gina Trimarco, Chief Results Officer How often have you experienced a poor customer service situation where the employee says “I’m not allowed to do that” or “It’s our company policy”? It’s frustrating and annoying. One of the first things we teach in customer service training is what NOT to say. Don’t tell the customer...Read More
Selling Comfort Instead of “Pain Points” Should Be Your Sales Strategy
By Gina Trimarco, Chief Results Officer For several years I got sucked into the selling mantra (taught by the guru sales coaches and trainers) that emphasizes the need to highlight your prospects’ pain points to get them to buy from you. “Show them their ‘pain’ and then sell them a solution.” In theory it made...Read More
MANAGING PAIN WHEN YOUR BUSINESS IS IN “CRITICAL CONDITION”
By Gina Trimarco, Chief Results Officer Dedicated to Isolde Trimarco, my mother I’m writing this post from a hospital waiting room while my mother undergoes open heart surgery for an aortic aneurysm. Sounds pretty scary, right? It is! It’s life-and-death scary and it has unexpectedly turned my world upside down in every aspect of my...Read More