Attitude problems?

A is for Attitude I often hear managers criticising a team member’s attitude, “they have an attitude problem!” But what do they actually mean? What behaviours convey someone’s attitude? Often it’s their enthusiasm for the job, the way they support their colleagues, how they talk to customers. But, before considering your team’s attitude, let’s consider […]


Upselling to add value

Amazon are the masters of using upselling to add value. Just think about the last time you viewed an item on Amazon; below the chances are you saw the handy little prompt saying: “Customers who bought this item also bought ….” or “Frequently bought together”. As business owners we know that often the profit is […]


Upselling and cross selling

You could be running the best promotion in the world, but… Last week I was approached by someone from the Hospitality Sales and Marketing Association International (HSMAI) who is leading a tactical workgroup on recovery for hotels. He had a pdf I had written over 10 years ago, on 100 promotion ideas for hotels, and […]


A question of questions ~ Question technique for managers

Mastering the art of question technique Last week in the Managing Performance Workshop one of the skills we discussed that cropped up time and again was question technique. As any self-respecting salesperson will tell you, question technique is a key skill in the sales process. But it’s also a critical skill for managers too. Why? […]


How important is happiness at work

How to create happiness at work This week is “Week of Happiness”, so I feel it’s appropriate to talk about happiness at work today. I am a firm believer that the happier your team the happier your customers. Happiness spreads and a happy team makes for a better place to work, lower staff turnover, fewer […]


Suicide Prevention

Spotting warning signs Being told a colleague has committed suicide is sickening. This has happened to me twice, and I sincerely hope it never happens again. It was bad enough for me; I just can’t begin to imagine the pain for these people’s families. You keep going over in your mind if there is anything […]