Wichita Falls, TX
I occasionally get complaints from
customers regarding one of my salesman. Phone calls and bids are
not returned promptly. Since the majority of the inbound sales
calls and emails go directly to him, how can I assess how much
business we may be losing by this salesman?
- Ruth in
Common problem, simple
solution. Get CRM (Customer Relationship Management) software
that tracks emails, phone calls, and progress from the beginning
of the sales cycle to the end, including follow-up.
SalesForce.com is the top player in the industry. We recently
changed to InfusionSoft. Both get pricey and may be more than
you need, but there are plenty of low cost and no cost CRM apps
and software options out there.
- Glenn in Nashville, TN
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the red Ask Glenn button to submit a question. You may
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know how to build healthy relationships.
One key to
doing this is not to rain on other people’s parades. This
principle applies in both personal and professional
Imagine that you received a perfect score
on your performance evaluation and earned a $1200 raise. You
want to celebrate by taking your spouse out to dinner.
You get home and proudly announce your good news. Your spouse
responds, “I’ve got some news that’s not so good. The
transmission is about to go out on my car.”
furious that your parade was rained on but aren’t sure if you
have the right to feel that way. There’s no way both of you can
make it to work if the transmission goes out.
commute 25 miles to work in one direction and your spouse
commutes 25 miles in the other. You’ve both used all your paid
time off for the year and one of you’ll have to take unpaid time
off while the transmission is replaced.
you can even come up with the money. Your emergency fund is
already depleted because your water heater went out last week.
It seems as though Murphy’s Law has become a metaphor for your
These are dire circumstances and the situation
must be dealt with soon. It didn’t, however, have to be dealt
with at the exact moment you were announcing your raise. The
transmission problem would have been no worse if your spouse had
held back the bad news just long enough to allow you to have
your 15 minutes in the spotlight.
You then explain how
you planned on going out to celebrate your accomplishment at
your favorite restaurant. Your spouse says “Alright, let’s go”,
but you no longer have the desire to do anything.
moment of glory has passed.
Your parade was been rained
on and you feel cheated.
You’re off the next day and
take the car to the shop. It turns out the transmission fluid
was low and it cost less than $20 to solve the problem. You’ll
immediately go through a litany of emotions.
you’ll first feel relieved because a burden has been lifted off
your shoulders. Then you’ll feel elated as if you just won a
prize. Then you’ll realize you lost your moment in the spotlight
over $20, and you’ll feel resentment that may turn in to anger.
You worked hard all year to earn that $1200 raise only
to have your accomplishment upstaged by a $20 repair. To make
matters worse, the feeling of being robbed will linger long
after the pleasant memory of the dinner would have faded.
Now let’s look at how different the outcome would have been
if your spouse had held the bad news until a more appropriate
Imagine that you announced your good news and the
two of you went to dinner to celebrate. You’ll eventually get
tired of talking about your raise and ask how your spouse’s day
was. He or she tells you it wasn’t so good but doesn’t want to
rain on your parade. You insist on hearing the news and suddenly
the transmission problem isn’t so bad.
In fact, it’s now
good timing because it no longer diminishes the
significance of your raise. Instead, it now increases
it because you saved the family from a potential financial
You’ll both benefit from your spouse’s better
1. You got to have your moment in the
2. Your raise just became a bigger event.
3. You demonstrated your unselfishness by using your raise
to repair your spouse’s car.
4. Your spouse demonstrated
his or her unselfishness by thinking of you before blurting out
A little self control can go a long way in any
relationship, especially marriage.
To Your Success,
This passage was excerpted from
to Be the Employee Your Company Can't Live Without: 18 Ways to
become Indispensable" (John Wiley & Sons, New York, NY), Glenn's
sixth book and first #1 Best Seller in the U.S. It has since
been published in Korean, Spanish, Bulgarian, Mandarin Chinese,
and has become a national standard for employee training on DVD.
here to get the program.
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