Sales is a company wide responsibility to help the frontline sales person capture revenue and keep the buyer financially engaged with the firm.

Leaders like to think they know when and how to be direct. They should. Direct communication is good. Damaging communication, on the other hand, can destroy a relationship, partnership, sale, or reputation forever.

Why does one listener consider a comment “over-the-top” disrespectful, while another listener interprets the same remark as just “firm,” straightforward, even prudent?  Why does one media outlet report a politician’s statement as a huge blunder, while another outlet reports the same comment as appropriate and even justified? 

the ceo magazine, marketing,
Martyn R. Lewis, Author, How Customers Buy…& Why They Don’t.

As Peter Drucker so notably stated, “The purpose of business is to create a customer”. Drucker went on to tackle the notion that to provide a return to shareholders is akin to breathing for the human body. Just as you must breathe to live, so must a business make a profit and a return to its shareholders. But just as the purpose of life is more than breathing, the purpose of business he argues, is more than making money. The purpose is to create a customer, because what do you have without a customer? You might have a fine research center or a noble philanthropic organization, but you don’t have a business.

The COO of my consulting firm years ago used to start staff meetings with 5-15 minutes of small talk. Although he intended to promote socializing, the adverse consequences were late-arrivers, difficulty in focusing on serious discussion at the start of the meeting, and low energy throughout the remainder of the meeting.

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