Lessons learned: It’s hard to retrieve missed opportunities

October 22, 2018 | Comments Off on Lessons learned: It’s hard to retrieve missed opportunities

October 15/22, 2018: Volume 34, Issue 9 By Tom Jennings   Recently while having lunch at a nice restaurant, I observed an example that everyone in management should have witnessed. At an adjoining table, a service technician for a local automobile dealership was seated with the firm’s general manager. The manager proudly told the server that his companion had won a contest for having received the highest ratings during the previous quarter for customer satisfaction....

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Lessons learned: Installation—The more things change…

September 24, 2018 | Comments Off on Lessons learned: Installation—The more things change…

September 17/24, 2018: Volume 34, Issue 7 By Tom Jennings In the early 1990s, my firm was among several dealers asked to monitor all installation-related interactions with customers. We not only tracked installations, but all correspondence that we had with customers, which may have led to disappointment with the service experience they received. There were single and multiple store operations included. This group represented dealers with both employee and contract installers. These surveys were gathered...

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Lessons learned: Why ‘infomercial RSAs’ consistently excel

September 10, 2018 | Comments Off on Lessons learned: Why ‘infomercial RSAs’ consistently excel

September 3/10, 2018: Volume 34, Issue 6 By Tom Jennings I was recently coaching a group of retail salespeople who were new to the flooring industry. While having a coffee break, the conversation shifted to infomercial salespeople. The general tone was one of amusement at the manner in which they conveyed their particular message for the product they were currently promoting. When I inquired whether they thought this method of selling was effective, the general...

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Lessons learned: Know who you work for

August 27, 2018 | Comments Off on Lessons learned: Know who you work for

August 20/27, 2018: Volume 34, Issue 5 By Tom Jennings I recently had occasion to attend meetings in a large hotel in Atlanta. As I was walking through the main lobby, I noticed a bowl of bite-sized candies on the registration counter. Since I possess no will power when confronted by this temptation, I reached into the bowl and took a two-bite candy bar. Upon doing so, I was quickly admonished by the desk attendant...

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Lessons learned: What Sears can teach us

August 10, 2018 | Comments Off on Lessons learned: What Sears can teach us

August 6/13, 2018: Volume 34, Issue 4 By Tom Jennings It was recently announced that Sears is closing another group of underperforming stores, including one not far from my home. As a longtime Craftsman tool junkie, I’m sorry to see this happen. But, as a retail merchandising junkie, who could be surprised? Rather than simply dismissing these announcements, there are a great many reasons flooring retailers need to be paying close attention to what’s been...

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Lessons learned: That warm, fuzzy feeling

July 13, 2018 | Comments Off on Lessons learned: That warm, fuzzy feeling

  July 9/16, 2018: Volume 34, Issue 2 By Tom Jennings   I have long felt that before you can be a good service provider, you must first be an aware service receiver. There are lessons to be learned daily regarding the correct way to treat customers. Allow me to share an example. Recently I needed to travel from Kansas City to Phoenix on short notice. In order to get flight times that would accommodate...

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Lessons learned: You can have it all

June 18, 2018 | Comments Off on Lessons learned: You can have it all

June 11/18, 2018: Volume 33, Issue 26 By Tom Jennings   During a business trip to Dallas not long ago, I found myself staying in a large, iconic downtown hotel. Throughout my stay, I kept asking myself how my reservation had been accepted as it seemed as if the hotel’s entire population consisted of Mary Kay Cosmetics representatives. My visit proved to be an eye-opening experience. If enthusiasm is contagious, everyone in this property was...

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Lessons learned: Start at the bottom

May 4, 2018 | Comments Off on Lessons learned: Start at the bottom

April 30/May 7, 2018: Volume 33, Issue 23 By Tom Jennings One of the best guides to personal selling success of our time is the late Zig Ziglar’s book “See You at the Top.” I am sure that many of you have read this classic at least once. While its pages have begun to yellow a bit, it remains a must-read for anyone desiring to move from salesperson to sales professional. There can be no...

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Lessons learned: A few minutes makes a big difference

April 10, 2018 | Comments Off on Lessons learned: A few minutes makes a big difference

April 2/9, 2018: Volume 33, Issue 21 By Tom Jennings   When asked to compare the difference in performance characteristics between a top producing sales professional and an average performer, I always respond that a common trait professionals exhibit is they are willing to invest an extra few minutes per day toward their goal of being successful. By this I mean the minutes they are willing to prepare prior to their sales shift beginning. Ask...

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Lessons learned: A business’ most renewable resource

March 27, 2018 | Comments Off on Lessons learned: A business’ most renewable resource

March 19/26, 2018: Volume 33, Issue 20 By Tom Jennings   Today’s consumer is undoubtedly aware of the multitude of sustainable products available in virtually every product category. From cars to carpet, many of these new products are truly revolutionary. While it’s nearly impossible to have not heard about the upcoming car models, is the flooring industry getting its fair share of the attention? If not, then why not? Recently I decided to spend a...

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