Have you ever been in your customers’ shoes? Have you worked in that part of the market? Have you dealt with their challenges  on every day basis? Most sales people know the industry they’re working in but many have never walked a mile in their shoes. Sales is not about only selling your products or services, … Continue reading ROLE REVERSAL


Does it ever pay to argue with a customer? I have been doing sales and sales training for 30 plus years and the answer is no. There is always a way to diffuse a situation, offer up a solution to solve an issue or come to an agreement that’s amiable to the customer and fair … Continue reading TODAY’S CUSTOMERS


For most people, an initial impression when entering a room will form the basis of their entire experience. When walking into a hotel, the lobby sets the tone. One out of every five guests (re: boutique and lodging surveys) say that their decision of coming back to the same hotel is influenced by the opportunity … Continue reading LOBBIES TAKE CENTER STAGE