Archive for: April, 2012

While my soon-to-be new office does not offer a view of the ocean, I am eye-level with about a dozen trees budding to life beneath a cloudless blue sky. A perfect “perch” for some Sunday wordsmithing!  There’s a question that’s always on my mind – “What makes a great communicator, especially on the phone?” One answer was provided to me this week while in Saint John, New Brunswick, spending the afternoon with the energetic team at ...

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Apologies for my absence last week. I sat down early last Sunday morning and went to an author’s website – someone I was going to share with you – but within seconds my laptop was consumed by trojans and other assorted malware. (And my Twitter account was hacked too!) While I remained hopeful for most of the day, it never recovered; it had to be taken to Brilliance Computers for surgery. They told me that ...

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Despite Sunday’s snow here in Halifax (which I have to admit I thoroughly enjoyed – it’s the Timmins, Ontario in me) Spring is here. We have officially ended the first quarter of our business year and I have to ask “How were your sales? And what are your predictions for this quarter?”  I know these feel like “personal” questions, but they’re not – they’re factual, logical questions we all need to be asking, whether we are ...

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One thing I know for sure – it is human nature to think and speak in close-ended questions.  Another thing I know for sure – close-ended questions don’t help us get to know our customers, or serve them better.  So this week’s post is dedicated to open-ended questions and the words we learned back in primary school – who, what, when, where, how and why.  We’ve all experienced it, a great phone call or meeting where we believed ...

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