| News From Coach Gerry Layo |
| Gerry's Upcoming Workshops: |
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Minneapolis, MN, DEC 14, 2007 - Smart Selling
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Long Island, NY- JAN 16, 2008 - Smart Selling
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Sales Manager Boot Camp, JAN 22-24, 2008 - Scottsdale, AZ
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Orange County, CA, MAR 3, 2008 - Smart Selling
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Click on the city of your choice and send your salespeople to spend a day with me. I will send them back to you pumped up and ready to hit the marketplace armed with new strategies and tactics to WIN.
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Customer Service Corner
by Laurie Hinkson |
"Who are your customers?" This is a question we often like to ask companies we work with while coaching on Customer Service initiatives. The answer varies depending upon the industry. Rarely, however, do we find that the Internal Customer comes up in the list. Too often companies tend to focus on the external customer while neglecting to consider the people who work inside the company that we rely on for services, products, and information. Customer service professionalism towards the external customer begins with the way we treat each other inside. We encourage you to expand your definition of "customer" to include both vital parts to this whole. Customer Service is not a department! It is a company culture where every employee owns what it means to be customer-oriented and treats both internal and external customers in the same professional manner. This is the first step toward delivering extraordinary customer care.
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Although I typically reserve this spot for recent business books I have read, I am going to “break stride” for a moment and suggest a fantastic book for all of you golfers out there. The book is entitled The Match. It is written by Mark Frost, who wrote another golfing best seller, The Greatest Game Ever Played. Written like a world-class novel, The Match is based upon a true event that happened in 1956 during an era in the game of golf where amateur golfers were the elite and professionals were the “lower class.” It is a tale of a one-of-a-kind event held at Cypress Point during the week of the storied Crosby Clambake. I love the writing and the format of this book and spent a couple of days devouring it on the beach in Hawaii. If you are a golfer (or just play one on TV) this is a book for you!
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ARCHIVES:
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Issue 61
October 16, 2007
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Issue 60
May 22, 2007
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Issue 59
February 7, 2007
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Issue 57
October 3, 2006
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Issue 56
June 8, 2006
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Issue 55
February 7, 2006
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Issue 54
December 13, 2005
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Issue 53
October 15, 2005
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Issue 52
September 22, 2005
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Issue 51
August 19, 2005
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[MORE]
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