Articles on Sales, Service, Leadership and Training

1. Taylor Performance Solutions, Inc.
Supporting Your Success
www.taylorperformance.com
February 2011 Tips for Sales, Service, Leadership, Training and Job Search
In This Issue
Two Events Too Good to Miss - American Heart Association and American Society for Training and
Development
Customer Service Tip Corner - From Loyal to Livid
Sales Tip Corner - Gain the Competitive Edge
Dear Linda,
I hope you are having a strong start to 2011 and not experiencing too much snow fatigue!
Welcome to our quarterly newsletter. With each edition our goal is to provide relevant tips and ideas for sales,
service, leadership, training and job search that can help you maintain or enhance your competitive edge. The
articles in this newsletter are focused primarily on sales and service because this was a key focus for our clients
in 2010 and we see the trend continuing in 2011.
If you have requests for future articles, definitely let us know. And, for articles in previous newsletters, you can
visit Our Web Site Click Here.
Sincerely,
Linda Berke, President
Taylor Performance Solutions, Inc.
www.taylorperformance.com
linda@taylorperformance.com
(631) 465-2024
(800) 610-8170
Two Events Maintain the Competitive
Too Good to Miss
Edge
Learn, Support & Network
Don't Let an Etiquette Blunder
February 9, 2011 - 6 pm
"How to Look, Feel and Live Like a Leader" Cost You the
Hosted by the American Society for Training and Sale!
Development
Guest Speaker - Debi Silber, MS, RD, WHC - The Mojo
Coach
Ms. Silber is a master at showing others how to create
radiant health, wellness and happiness so they can
become their personal and professional best.
Courtyard by Marriott, Farmingdale, NY
Click Here for More Information -Long Island Chapter From the prospect's perspective,
of ASTD how we behave and how we look
when we conduct a sales call may

2. February 16, 2011 indicate how we will work with the
American Heart Association potential customer in the future. It
10th Annual Go Red for Women Luncheon doesn't take much to make small
changes that can bring significant
positive returns.
This yearly event raises awareness about
cardiovascular disease and is held at the Crest
Hollow Country Club in Woodbury, Long Island. I For Job Seekers - These tips also
am pleased to have been part of the luncheon apply to interviewing!
committee for this important social and
educational gathering of over 600 Long Islanders. Behaviors to Avoid
The event includes an elegant luncheon reception,
a silent auction, exquisite gift basket raffle Your behaviors affect how the
drawing and networking opportunities for prospect views you. The following
business people. You can also attend educational list of unprofessional behaviors can
sessions presented by recognized and cost you a new account or may
credentialed health care professionals. For tickets cause you to lose an existing
or more information, call Krystal Zalak at 516- customer.
450-9125 or go
towww.heart.org/longislandnygoredluncheon.com. Bring in a Half-Full Cup of
Let me know if you plan to attend so I can Coffee to the Sales Call - And
personally thank you for your support! then, ask the customer to throw it
out for you. This is an
aggressive/controlling behavior,
Upcoming TRAININGSHARE which can easily turn your
Public Workshops potential customer off. Find a
When we have multiple requests for the same
garbage can for your coffee, water
workshops such as Presentation Skills, Time or gum before you enter the
Management, Manager/Supervisor Skills and Train the prospect's office.
Trainers, we will schedule
a TRAININGSHARE™ workshop. We then invite
those individuals who made the initial inquiry toArrive Late for Meetings - This
register. After they register, we open the workshop to
shows total disrespect for the
the public. customer's/prospect's time. Always
try to arrive at the meeting 15
We are pleased to announce the minutes early. Not too early, as
followingTRAININGSHARE™ scheduled for March this causes added stress for your
2011. prospect because he/she knows
you are waiting. This might also
Next Step Career Workshop - March 14, 2011 - 9 give off the impression that you
am to 5 pm - Melville, NY are desperate.
Ideal program for anyone who is actively or passively Display a Messy Briefcase and
looking for a new job or a career change. The Difficulty Finding What You
interactive workshops focuses on three core areas: Need
For Full Article - Click Here
 Resume Writing
 Interviewing Skills
 Job Search Methodology

3. Do you hire sales people?
The reduced fee of $125.00 includes the full day
session and a valuable resource manual. In addition,
If so, we would love your input
anyone who attends this workshop is eligib for
eligible
on the following questions:
reduced fees on individual job search coaching, resume
writing and TAYLOR online learning. For more
information or to register, call Christine at (800) 610- What are your thoughts on hiring
8170 or email christinem@taylorperformance.com. sales people with a client
following?
Presentation Skills for Speaking in Public - March What type of results have you
29, 2011 - 9 am to 5 pm - Melville, NY gotten when you did hire a sales
person with a following?
Click here to participate in the poll.
This workshop is ideal for anyone who wants to: All those who participate will
receive a report with
 Overcome the fear of speaking in public the summary of responses.
 Increase confidence when speaking to groups
 Develop new skills to advance in your career
 Polish your presentation skil
skills
Hiring Sales People with a Client
g
Following
The fee of $475.00 includes the full day session and a
valuable resource manual. In addition, anyone who
attends this workshop is eligible for reduced fees on Contact Us
individual coaching and TAYLOR online learning. For www.taylorperformance.com
more information or to register, call Linda at (800)
Lind
(800) 610-8170
610-8170 or email linda@taylorperformance.com.
8170
Loyal to Livid
68 S. Service Road, Suite 100
Don't Let This Happen in Your Organization! Melville, New York 11747
Save Did you know that all TAYLOR
I recently had an experience with one of my vendors that 20% Online Learning Solutions are
eligible for CEUs?
sparked the idea for this article. The chain of
events that occurred when I experienced a technical
problem proved to be a great example of how not to From now until April 30, 2011 -
treat one of your loyal, long time customers. Before we All current and former TAYLOR
go into the details, let me describe what it means to Performance Solutions, Inc.
have a LOYAL customer. clients are eligible for a 20%
discount on any of our online
learning center programs. The
Loyal Customers generally: programs can help you or your
 Recommend your services to others without you employees build professional
asking for a referral. skills and earn CEUs. To

4.  Give you feedback - both good and bad. receive the discount,
 Tell you when there is a mistake and work with visit Online Learning Center,
you to fix it. choose a program and call
 Make regular repeat purchases; purchase various (800) 610-8170, ask for Linda
products and services. and we will register you with
 Call you first when they have an idea, even if they the discount. Or you can email
linda@taylorperformance.com.
are not sure if you provide the service/product.
 Say "Not interested." when your competition calls,
and then call you to tell you that your competition
called them!
Having loyal customers is much better for your bottom
line than just having satisfied customers. And, increasing
your base of loyal customers, reduces instances when
customers become dissatisfied and leave without even
telling you why.
I was the ultimate loyal customer and did everything
listed above. However, with the following four actions,
my vendor turned me from Loyal to Livid and this is what
all organizations should NOT do:
 Change the Rules - But Do NOT Tell the Customer
 Make Sure CSRs Do NOT Listen and Do NOTHear
Dissatisfaction Cues
 Change a Customer's Account Manager - But Do
NOT Tell the Customer
 Keep Saying No
For Full Article describing how to maintain customer
loyalty, click here.
From Loyal to Livid