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…)
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.
When 1-800-Flowers.com founder, Jim McCann, bought a single flower shop in Manhattan, he knew that he wanted to be more than just a florist. Forty years later his small NYC shop is now a $1 Billion dollar giant. With his recent decision to move from CEO to Executive Chairman, Jim is taking on an even bigger challenge. (more…)
Sales are the lifeblood of a company. Without them all business stops, so it makes sense to build a powerhouse team that knows how to close a sale. Vanessa Nornberg, owner of Inc. 500 company Metal Mafia, a board member here at Birthing of Giants, and an expert at sales growth, recently broke down the components of a sale, noting that the best salespeople understand those components clearly and use their knowledge to help their customers and close deals. Vanessa notes. (more…)
In a recent column Vanessa Nornberg – owner of Metal Mafia and a member of our Board of Experts – tackled a common sales training problem that many businesses have, especially with new, unseasoned salespeople. It might even be called a human issue, because in a nutshell it’s the “wanting to be liked” phenomenon. If your sales trainer isn’t addressing this issue, it could be costing you sales.
Vanessa points out that many salespeople think that in order to close on a sale, they have to be loved by the customer. The problem is that this notion can lead to your salespeople focusing on the wrong metric: price. (more…)
Vanessa Merit Nornberg is the owner of Inc. 500 winning company, Metal Mafia, and a member of our Board of Experts here at Birthing of Giants. Vanessa is an expert at sales amplification and at guiding sales teams to their greatest synchronization and success. She’s also a columnist for Inc. Magazine, and recently shared an experience that she witnessed on her way to work that perfectly illustrated how to close the most sales. (more…)