Four Steps to Better Negotiation

Four Steps to Better Negotiation

Negotiation is a trigger word for just about anyone, and as my own research has shown for my book, Business Brilliant, many people are just not that skilled at it. That doesn’t mean that you can’t become skilled at negotiating. Metal Mafia owner and Birthing of Giants Board of Experts member, Vanessa Nornberg, recently wrote a column outlining four easy steps that you can take to become a power negotiator. (more…)

How One Small Dog Ran with the Big Dogs and Won

How One Small Dog Ran with the Big Dogs and Won

For the latest Birthing of Giants podcast I interviewed Alex Rodriguez, founder and CEO of Azulle and a graduate of the Birthing of Giants Fellowship program. Azulle is a Miami, Florida based manufacturer of mini PC’s – a low power, fanless PC that’s right on the crossroads of where PC computing and internet connectivity meet. When Alex brought his company into this market, he had no idea that he was headed straight for a classic David vs. Goliath story that would pit Azulle against some of the top PC companies in the nation. (more…)

The Three Don’ts in Customer Service and What to do Instead

The Three Don’ts in Customer Service and What to do Instead

When it comes to driving profits, sales is the obvious front-runner. If you’re not consistently converting leads into customers, then that’s certainly your number one problem. But once you’ve got them, you have to keep them. The way to keep customers coming back again and again isn’t just with a great product. You must also create a great experience for your customers – and it’s excellent customer service that steps in to ensure that, especially when a problem crops up. This seems like an elementary concept, but as Board of Experts member, Vanessa Nornberg, recently wrote about in her Inc. magazine column, the number of times that she left an encounter with a company feeling frustrated and like her issue was unresolved was beyond counting. She spotted a pattern with all of these instances of poor customer service. (more…)

The One Trait That Every Customer Service Employee Should Know

The One Trait That Every Customer Service Employee Should Know

In a recent post for Inc. magazine, Board of Experts member Vanessa Nornberg shared how the stewardess on a cross country flight ruined what was supposed to be a rare, luxury experience for Vanessa. She deviated from her usual economy class seat to fly first class, because shockingly the price difference was minor. All set to experience what she thought would be a lovely flight with the best the airline had to offer, Vanessa and her fellow passengers instead experienced poor service and attitude from their stewardess, leaving everyone uncomfortable and reminding Vanessa of the importance of good customer service. At the top of Vanessa’s list of real and effective customer relationship management? Grace.
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