You can have the greatest sales people on the planet, but if you're leaking customers through poor customer service, your balance sheet will suffer. And the cost of acquiring new customers usually far outweighs that of keeping existing customers. Surely it's much more preferable to keep more of those customers you have? For me, every company should realise that their ultimate sustainability depends on their ability to generate consistent excellent service that keeps customers coming back and singing their praises. Yet 77% of customers say that if they experience poor service, they would avoid using that company again where there is another option available...

Did you know that, without meaning to, you're turning away up to 40% of your potential customers? Let me explain. In a nutshell, when choosing products or services, your customers will be motivated by one of two things; pleasure or pain. Never is the pain and pleasure principle more apparent than in the selling arena. What about your customers?

No. No way. In fact our own weekly enewsletter (thank you for reading this!) goes from strength to strength. That's if your measurement criteria for a successful newsletter includes the number of those signing up to receive it, the numbers opening it, the numbers reading it -- and the amount of favourable comments received. Oh and the number of enquiries we receive through it too. Yes, actual leads each week, even though we don't promote anything within the newsletter (ok then maybe a teeny weeny bit at the bottom sometimes!) So I remain convinced that a company newsletter could be a very powerful contributor to helping your company achieve its strategic goals. Fundamental rules of newsletters...

Many are wondering what 2014 is going to deliver for us. But instead of wondering, wouldn't it be great to KNOW what's coming? In other words why not take control of your 2014? This week. In fact today would be a good day to start!. Below is a set of questions that will really get you thinking. Thinking about what you want from 2014. Thinking about the actions you need to take to achieve it. I love this process and I hope you do too!

I read more and more these days about how happiness boosts success at work. In sales some research suggests that happier people make 37% more sales! I reckon there a few companies who would become very happy if they generated 37% more sales. Except it doesn't work that way round. It's no good someone who sells saying "When I sell loads more widgets I'll be happy" or "when I hit my sales target I'll feel great". You might get a mini high - but it will quickly fade! It works like this...

That one sentiment that at best holds people back. At worst it can kill a business.Even if some of your sales team are not saying this out loud, my experience is that several of them will be thinking it. I'd wager that if your company is not hitting its sales targets, at least 50% of the reason why will be because, whoever's job it is to sell, they won't believe that they can. And by carrying that belief around with them all day, it will directly affect their results...

This week's "Tricks of the Trade" is all about freshening things up a little - changing your thinking around sales and business. After all, are you doing the same things over and over again yet expecting different results? How about changing things around a little?

I've met some brilliant people in my line of work. Name a business sector and I've probably had the joy of meeting brilliant people within it. That's brilliant at 'what they do'. But, sooner or later they have to get good at what they don't do -- Sell. That's when many develop that well known condition RSS -- Reluctant Seller's Syndrome. Sometimes I think it's catching! The symptoms?

How good is your company when it comes down to passing your MOT tests? MOT? Moment...Of...Truth. Those occasions when you come into direct contact with your customers and potential customers. Those moments which, ultimately, determine what your customers think of you.

When you arrived at your workplace this morning, did you know exactly what you wanted to achieve today? Did you know what key outcomes you needed to accomplish before leaving this evening in order for you to congratulate yourself and say "that was a great day"? Go on...be honest...