It’s really hard to pass up a bargain like that Ralph… unfortunately, before making a purchasing decision of such consequence, I have to check with my spouse. 🙂

Appreciate the kind words Ralph. There are certain situations (and even professions) where it is hard to convey the idea that we are “always on” with the customer, no matter what our role in the customer experience is. Every thing you mention carries a sales message with it, even if unintentional.

Can I interest you in a used pair of Nikes? They are really light and are only minimally stained with road grime. I will give them to you at a deep discount because I know you through Bill Dorman and he sold me his gut wrenchingly smelly Adidas at an incredible value. If you buy today I will throw in a year’s supply of laces. Shall I ring those up for you now?

“I very much subscribe to the theory that everyone is in sales — even if they’re not.”

If I could only convince my entire team of designers, techs and project managers that they are selling every time they produce an accurate document, respond to our clients with enthusiasm or share their knowledge with the team I would be the best leadership professional in the A+D profession known to man.

Great tips and techniques. Another valuable post that I can reference in my future Lessons Learned sessions with my team.

Thanks so much Laura! Glad you liked it. 🙂

You know, I had this post rattling around in my head for months. There are so many potential parallels between sales and CS, that it took awhile to narrow it down to the ones that were really strong.

Thanks for the comment Tim! Glad the post could provoke some thoughts.

Thank you so much for the kind words Jayme! I really appreciate it.

That’s a great way to frame that part of what you do. I very much subscribe to the theory that everyone is in sales — even if they’re not.

I’ve always been in customer service so I’m not a salesman by trade.

You’ve given me some great pointers to think about going forward.

Thank you for sharing.