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Lessons Learned

Lessons learned: Gain an advantage by putting customers first

November 12/19, 2018: Volume 34, Issue 11  By Tom Jennings   It is a reality that most local, independent businesses are constantly being pressured by large mass...

Lessons learned: Avoid mixed signals when training newbies

October 29/November 5, 2018: Volume 34, Issue 10 By Tom Jennings   Frequent readers of this column will recognize I am constantly harping the point that there...

Lessons learned: It’s hard to retrieve missed opportunities

October 15/22, 2018: Volume 34, Issue 9 By Tom Jennings   Recently while having lunch at a nice restaurant, I observed an example that everyone in management...

Lessons learned: Installation—The more things change…

September 17/24, 2018: Volume 34, Issue 7 By Tom Jennings In the early 1990s, my firm was among several dealers asked to monitor all installation-related interactions...

Lessons learned: Why ‘infomercial RSAs’ consistently excel

September 3/10, 2018: Volume 34, Issue 6 By Tom Jennings I was recently coaching a group of retail salespeople who were new to the flooring industry....

Lessons learned: Know who you work for

August 20/27, 2018: Volume 34, Issue 5 By Tom Jennings I recently had occasion to attend meetings in a large hotel in Atlanta. As I was...

Lessons learned: What Sears can teach us

August 6/13, 2018: Volume 34, Issue 4 By Tom Jennings It was recently announced that Sears is closing another group of underperforming stores, including one not...

Lessons learned: That warm, fuzzy feeling

  July 9/16, 2018: Volume 34, Issue 2 By Tom Jennings   I have long felt that before you can be a good service provider, you must first...

Lessons learned: You can have it all

June 11/18, 2018: Volume 33, Issue 26 By Tom Jennings   During a business trip to Dallas not long ago, I found myself staying in a large,...

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