Trust: A Salesperson’s Ultimate Blindspot

Trust: A Salesperson’s Ultimate Blindspot

The following is adapted from Moving from Models to Mindsets. In business, trust is everything. Customers assess your behavior one way if they trust you, and another way if they don’t. If you talk about your products and services with a customer who doesn’t trust you,...

How to Pick Up on Rapport Cues that Other People Miss

Almost every conversation is an opportunity to build rapport. To do so requires the salesperson to listen harder for rapport cues. On a recent call with a customer, it was clear that he had picked up a cold. We were supposed to talk for thirty minutes, which is not a...
Eat or Like the Oatmeal – The Use of Leadership Authority

Eat or Like the Oatmeal – The Use of Leadership Authority

I met with a newly minted leader and long-time colleague, who is both highly collaborative and highly engaging. He cares about his people in a visceral way. I congratulated him on his promotion while warning him that there was the potential for him to fail due to a...

Act like a Child

Go to any office in America and you will probably hear about the childish behavior of some co-workers. Managers will express frustration that their direct reports are acting like children. The implication is that acting like a child is a problem because a child...