Podcasts

Right now, and I've been watching all these people who say, you know, American workers are the hardest workers on the planet. Oh, come on. We're not the hardest workers on the planet. The only thing we're best at is consumerism. We use up more of everything, of the...

On to the next one. Expectations. You know, we don't expect much from our employees these days. Consequently, we don't get much from our employees these days. Set high expectations. Our expectations are very low. I have a friend who runs the shoe department at...

So ask yourself as an organization, are you focused on getting things done or are you caught up in busy work? Ask yourself, do we reward people for staying busy, for activity, or do we reward people for getting things done, results, accomplishment? We have a tendency...

I'm going to ask you some questions, some really tough questions. I want you to stop and answer those questions, which means you probably ought to have a pencil and paper in front of you, and you need to be ready to write some things down when I ask you. You may want...

Regarding emotions, it's best to remain rational and calm when we serve customers over the phone. And staying rational and calm is a choice. I have seen service professionals become upset when they serve customers over the phone. And my message is that no one can make...

A service professional's attempt to convey quality, add value, and maximize revenue potential will almost always turn up empty-handed if the vocal rudiments are absent. So let's invest another minute on pace of speech and reconsider how words per minute factors in. A...

Welcome to the Profit University audio series. Here are your hosts Bill Kennard and Tom Grandy. This is Bill Kennard along with our company's founder Tom Grandy. This month we're overviewing a program by Steve Kasha entitled Converting Phone Calls into Sales. Tom, you...

One last comment, if the tech is doing his or her job, they're also going to make the customer aware there's a substantial discount for that repair if they were an annual maintenance agreement customer. Showing our customer the discounted price of $228 just might have...

With everything bundled together, the new room rate is now $260, and the hotel gets an extra $11.88 profit per day, or an additional 4.5% profit to the bottom line. Wow, I love flat rate pricing. Now, let's replay the night before. Again, my wife and I arrive at the...

Most in the trades industry have some pretty strong feelings when it comes to flat rate pricing, and there's usually no gray area. Contractors that are on flat rate pricing feel like it's the best thing since sliced bread. However, contractors that are not on flat...