First Concepts Consultants, Inc.
Advisors on Leadership Development, Customer Value, Customer Satisfaction, Sales Force Performance and Strategy based on Original Research"Insights Into Success"
Build Trust to Boost Employee Retention and Customer Service
What are the leadership qualities that build trust?
When employees trust management, they enthusiastically deliver great customer service and stick around a lot longer. Trust is what drives higher employee retention and retention drives business results. The longer employees stay and the more they trust management, the better they serve customers, deliver quality and work productively. It takes a Character-Based Leader to build that level of trust in employees. Happy EmployeesEmployee Retention Linked To Leadership, Trust and Business Performance
Trust is the new litmus test for effective leadership. Several empirical studies done during the last ten years support what my three decades of primary research shows. There is a clear causal ... Read MoreWhen Your Character Leads The Charge, Everyone Owns The Goal
Seven Simple Questions to Help You Find Your Leadership Character
New book from the Lead Change Group on character and leadership With the release of the Lead Change Group’s new book, “The Character Based-Leader,” there is a lot of talk about the role of character in leadership and what it really means. As one of the book’s authors and editors, I’ve spent a significant amount of time reflecting on the meaning of character while reading each of the 21 authors’ chapters. Clearly, defining character in a way everyone can agree on may be an elusive goal. Yet, when we talk about outcomes, everyone seems to be on ... Read MoreSpeaker on Sales, Service, Leadership, Strategy and Choices
Don Shapiro Debuts New Speaking, Seminar and Training Brochure
First Concepts has released a new speaker brochure about the speeches, seminars and training delivered by it's President and founder, Don Shapiro. This is a quick three minute read and also includes a 6 1/2 minute video excerpt Make The Value Visible: The Lawry's Gong Story. It offers a quick overview with photos about Don's programs that help salespeople close more sales, service people satisfy more customers and how leaders can transform into Character-Based Leaders to lead more effectively, retain their people longer and motivate them to produce better results.... Read MoreMake The Value Visible: The Lawry’s Gong Story
Don Shapiro started his management career with Lawry's Restaurants famous for Lawry's The Prime Rib. In his speeches and workshops, he shares a story about how Lawry's found a way to turn a cup of coffee served at the end of the dinner into a merchandising and marketing phenomena that helped spread word of mouth about the restaurant. The lesson from this story can be applied to any business...even manufacturing, technology and B2B service. What "gongs" can you create to make your value more visible to your customers? Don Shapiro shares his original discoveries about how customers figure out their perceptions of value and what causes that value to rise and fall ... Read MoreWe Need People Who Can Lead Regardless Of Their Title
Everyone needs to lead some of the time and those with the titles need to lead all of the time
The success of any organization be it a business, non-profit, educational institution or government, depends on its people. All the fancy strategies, creations and technology mean absolutely nothing without people to make it happen. In fact, people have to develop those strategies and make decisions about using them. People have to create the products and services offered. People have to decide the quality and service standards of the organization. People have to design and maintain the technology. That’s on top of the people who make the products, deliver the service and provide all the administrative support. People are the organization. Who leads the team? That’s why it’s all about people ... Read MoreCustomer Value…The Ultimate Path To The Best Strategies, Products & Services
What customers will buy at a profitable price is the one thing that can consistently help companies make the best choices about strategies, products and services.
All strategies such as improving quality, enhancing service, lowering operating cost, changing distribution channels, altering the go to market approach, raising productivity through technology, discounting prices and so on depend on customer value. Why do strategies that are successful for some firms turn into abysmal failures for others? Why don’t some of the success principles espoused in countless books actually work all the time? Why does the opposite of these success practices yield good results sometimes? These supposed holy grails of success actually only work in certain situations and not others. What links them all together is customer value. Customer Value versus price The customer’s perceptions of ... Read MoreClosing The Sale: Salespeople’s Choices Are The Key
The More Information Sales People Have About What Affects The Prospects Perceptions Of Value, The Better The Choices They Can Make To Close The Sale
Closing the sale comes down to the choices salespeople make when they are conversing with the customer. As they go through their sales process, they make choices about what they do next based on what they know about the customer, what they think they need to know and what they feel will help close the sale. A Closing The Sale Choice Sometimes, those sales growth choices are based on false assumptions, not listening carefully enough, not asking enough questions, not ... Read MoreClose The Sale By Knowing More About Why People Buy
30 years studying why people buy leads to new discoveries about closing the sale
30 years ago I started doing research on why people buy in the hopes of finding out what really goes on inside customer’s mind that affects closing the sale. This wasn’t academic or theoretical research. I traveled with salespeople to observe what they were doing and how prospects responded. I interviewed prospects and customers to learn more about how they think. As a buyer, I’ve had over 3000 sales representatives call on me so I used that as another way to better understand what goes on inside the customers mind during the sales process.... Read MoreVideo: The Best Measure of Sales Growth
Every company seems to measure its growth success by whether it can increase sales. Yet even companies that show double digit sales growth may not be performing well. There is a much better measure of how successful a firm is at growing its revenue than its own increase in sales. Revenue Detective Don Shapiro talks about the most important measurement to evaluate if a company is really performing well and growing its market share. View Don Shapiro's Speakers Brochure with Video about Making The Value VisibleQuestions?
Schedule a phone conversation with Don Shapiro, President of First Concepts Consultants, Inc., to answer your questions and explore how a ... Read MoreVideo: Hidden Customer Value, Pricing and Margins
Revenue Detective Don Shapiro of First Concepts Consultants talks about the increasing margin and price pressure many companies face today and the need to find more hidden value that could help close the sale at a profitable price. One of the best ways to increase sales is by raising the customer's perceptions of value by finding hidden value. View Don Shapiro's Speaker's Brochure with Video about Making The Value VisibleQuestions?
Schedule a phone conversation with Don Shapiro, President of First Concepts Consultants, Inc., to answer your questions and explore how a Revenue Investigation could help ... Read More
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Buy The New Book
New book from the Lead Change Group
“Leadership is about who you are, not your position or power.” Don Shapiro, President of First Concepts Consultants is one of the books authors and editors. The book is from the non-profit Lead Change Group.
Buy The Character-Based Leader on Amazon
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© 2013 Don Shapiro
All articles & blogs on First Concepts Consultants website, Linkedin, Twitter and Facebook by Don Shapiro is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Unported License. Permissions beyond the scope of this license may be available at www.firstconcepts.com.
All articles & blogs on First Concepts Consultants website, Linkedin, Twitter and Facebook by Don Shapiro is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Unported License. Permissions beyond the scope of this license may be available at www.firstconcepts.com.