"The Navigator" News Blog

Stolen Credibility Kills Your Credibility

Because of what I do, I get ‘bad salesperson’ horror stories from a number of friends.  Some are just average – salespeople who don’t listen, salespeople who are too pushy, salespeople with bad manners, that kind … Continue reading Stolen Credibility Kills Your Credibility

Questioning is the SECOND Most Important Sales Skill

I’ve said for years that the most important skill in selling is the ability to ask great questions that get great answers.  In fact, I’ve gone further and said that 80% of your chance to win … Continue reading Questioning is the SECOND Most Important Sales Skill

An Epic Customer Service Fail

We’ve all heard the phrase, “Snatching defeat from the jaws of victory.”  It refers to a moment of almost complete success that turns into a moment of complete loss.  I have, of course, seen it in … Continue reading An Epic Customer Service Fail

HOW DID THOSE LIGHTS GET THERE? SALES.

I’ve always said that in a society like ours, our profession – selling – is the tip of the economic spear.  We are economic drivers, not passengers, and our profession produces real good and real growth.  … Continue reading HOW DID THOSE LIGHTS GET THERE? SALES.

PSA from Troy: Dealing With Sleep Apnea

Not too long ago, I wrote an article about my customer service experiences while getting a sleep study done.  I received a lot of email and messages about others who had experienced sleep apnea and gotten … Continue reading PSA from Troy: Dealing With Sleep Apnea

Are Your Salespeople Engaged?

How many of your salespeople would you describe as “engaged?” Before you answer that, let me define “engaged” for you.  The “engaged” salesperson is one who sells (for you) because of a passion and love for … Continue reading Are Your Salespeople Engaged?

A Customer Service Lesson

This story is 100% true. So, I had to rent a motorcycle trailer today, so I went to the most popular place to do so.  When I got there, they had one person taking rental reservations … Continue reading A Customer Service Lesson

How NOT to Send a Marketing Email

I get a lot of emails sent to me for marketing purposes, and I send some out myself.  Some are good, some are great, and every now and then, there’s one that is so bad it’s … Continue reading How NOT to Send a Marketing Email

The Best Tool for Customer Comfort

A few nights ago, I had what is called a “sleep study.”  For those who haven’t had it, this is a tool for diagnosing issues such as sleep apnea (which I’m pretty sure I have).  It’s, … Continue reading The Best Tool for Customer Comfort

What’s Your Alamo?

I’m writing this from San Antonio, Texas.  A lovely city, if you’re wondering.  My hotel is about one block from the Alamo.  Yes, of “remember the Alamo” fame.  And no, I didn’t do anything that Ozzy … Continue reading What’s Your Alamo?