Lisbeth Calandrino

/Lisbeth Calandrino

About Lisbeth Calandrino

Lisbeth Calandrino is an award winning trainer, entrepreneur, and blogger and has spent over twenty years developing custom tailored marketing and customer service programs for businesses. Her recently published book, Red Hot Customer Service, 35 Sizzling Ways to Heat up Your Business and Ignite Your Sales defines the steps necessary to build a competitive advantage and turn great companies into unforgettable or red hot companies. Lisbeth admits that much of her knowledge came from her Italian grandfather who despite very little formal education and a limited English vocabulary, managed to became both successful and wealthy. Lisbeth has wonderful stories about Grandpa DiBiagio’s and her time spent learning how to managing Grandpa’s fruit stand. Because of Lisbeth’s experience as a business owner, having been the managing partner and owner of 7 furniture and carpet stores for 14 years, she is able to bring her extensive business knowledge and experience to all of her clients. Lisbeth’s awards include executive of the year award from the International Executive Association, Albany chapter (a business networking group) and first place honors in an international marketing contest for alternative medicine. A two time cancer survivor, she has spoken extensively about her experiences of cancer, offering words of comfort and inspiration. As an activist, Lisbeth has initiated and contributed to many charitable causes. She has worked with at-risk youth, spoken out against injustice and advocated to and helped to build resources for women. As a presenter, Lisbeth Calandrino is highly motivational, information-rich, and very entertaining. Her acute business sense, contagious enthusiasm, positive energy and fun sense of humor make her a dynamic presenter. Lisbeth is a member of New York, Historic Albany Foundation, educational director of Business Referrals Networking Group and member of the board of directors of the Animal Protective Foundation of Scotia, New York.

Magnetically Attract the Best Customers by Becoming a Community Hub

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Attract customers by becoming a community hub

“Is Amazon coming for you?”

On November 9th I will be the guest expert on FCNews Marketing Mastery Webinar.

Amazon has created huge disruption in retail by making it easy to buy virtually anything on line, and they are now expanding into brick-and-mortar.


Box stores have poured hundreds of millions of dollars into advertising to create brand awareness. It may seem hopeless but it isn’t.

As a small retailer, you have advantages the big boys don’t. By using the right strategies you can out maneuver the big players and run circles around them. I will be revealing a powerful strategy to outmaneuver the big companies, and attract a LOT more customers during the upcoming fCNews webinar called:


For more info and to sign up:

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You Have 10 Seconds to Make a First Impression

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According to a new study from Visible Measures, 20% of the audience for a video clip of fewer than five minutes will abandon viewing in the first ten seconds. With 40 million unique clips that adds up to over 7 billion video views. That’s a big sample.  According to company CMO Matt Cutler, “If you’re online video campaign has 10 million viewers, 2 million of them saw less than 10 seconds of it. “

ComScore also surveys the video viewing habits of people around the world. Their last November survey, the average duration watching on video sites, (i.e. YouTube) 4 minutes.

Okay, so the average viewer has the attention span of a nat. That means if you’re making video they had better be short and sweet. Most of the YouTube video material is fun, stupid, entertaining or  just plain crazy. For this stuff, 10-20 seconds will do it.

If you’re trying to explain something, like how to grout a floor, preparing a video of two minutes will be challenging. If you’re trying to provide sales training, two minutes is probably out of the question.

Tips for on line video:

Think about the first 10 seconds, make it short, hot and sweet. Don’t warm up, go for it from the beginning. Don’t do an introduction if you don’t need it.. Check out this video,  “How to tie your shoes.

Plan your time and practice. I use a timer and set it for five minutes. This way I know if I need to cut it down.

If you have a long subject, break it into short, interesting bites.

Do a run through. Record yourself, listen and watch. What do you need to change?

Get peppy. If you’ve only got 10 seconds, smile and put some oomph into it. Ask for some feedback on the video; should I rerecord it?

The data also shows that you will have lost a third of your audience in the firsts 30 seconds and then 44% by the end of the first minute. Lesson one, don’t let it drag on. It doesn’t look good in the beginning they’re done.

A couple of blogs ago I wrote “does funny sell?” I think the following should be noted

In the longer brief on the research, available for download from it site, Visible Measures analyzes a popular clip from an Anheuser Busch Web-only ad for Bud Light. The “Beer and Porn” spot, which was Web-only for obvious reasons, was viewed by 950,000 on YouTube. But those viewers were only the ones that got past the first ten seconds. The ad had twice the usual 10-second abandonment rate.

At least 40% bailed before the joke was apparent at the 12-second mark.

Even the pros have their challenges.

Forget the elevator speech; it’s more like an escalator speech!

Lisbeth Calandrino has been conducting sales training classes for over twenty years. She was voted in 2017 as one of the “Ten People Making a Difference,” by Floor Covering News. (The category was sales.)

To have her make a difference in your business, connect with her at

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By |2017-09-27T19:04:16+00:00September 27th, 2017|Sales strategies|0 Comments

Lost Your Brand? The Customer Owns it!

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This is how Coke built a relationship with the consumer.

Customers own the brands by supporting or hating them. Either way they’ve taken the place of  the branding power your brand held.

Up until the late 199o’s, we were in the  the industrial age, and brands had a prominent place in society. Since then the customer has taken over the power of branding.

In the industrial age, there were certain unwritten laws that everyone obeyed. For instance:

  • You couldn’t start a business without capital.
  • You needed a certain level of personal qualification and social status to be successful.
  • Gatekeepers monitored broadcast channels like radio and TV.
  • Success was a result of offering better products than your competitors at a better price.

Things have changed considerable: 


Brands have to be careful; being intrusive, buying likes, paying for placement will not work. In fact, it will turn the customers off and send them fleeing to the competitor.

In order to get placement in the world, brands will have to find a new way to be part of club. They have to become a part of the world instead of leading the world. The world is being led by consumer conversations; conversations about you and I. What they say about us is what the new customer reports.

Your brand must find a way to communicate with the customer.

Nike brought jogging into our culture. With that began the expansion of their brand.

Nike’s greatest achievement wasn’t the Nike Swoosh. Nike’s greatest achievement was creating America’s jogging culture. Nike has moved from sneakers to fitness. Everything fitness is Nike!

Success in branding hinges on understanding business needs, empathizing with consumers’ needs and providing a creative solution that addresses both. 

We must all try to become part of the customer relationship. In order to do this we must build a customer relationship. The extension of customer service has become the customer relationship. We are no long in charge of anything; the best we can hope for is the ability to engage the customer in things they will love–parties, information, ways to enjoy life, planning trips for them–yes this is you.

Taken from Timothy Ingram, the Medium, “How Branding Has Changed.” This is probably the best article I have ever read on the new branding. If you plan on staying around, I suggest you familiarize yourself with this concept. He’s right and it’s brilliantly put.

Lisbeth had been a thought leader for over twenty years. She is a risk taker, cat lover and forever young. Call Lisbeth if you need a jolt of optimism and fun. 

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By |2017-09-27T15:52:10+00:00September 17th, 2017|Customer Retention Strategies|0 Comments

Are you all Reaction and no Action?

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     Any action always has a reaction. Are you always reacting and never  acting?

 Do you get what I mean? I have a friend who is always going off the deep end. A trip to the doctor means she is at death’s door and even when he tells her there is nothing wrong, she finds a problem! By the way she is 76 and has no problems other than the one she creates! You know people like that; or maybe it’s you?

We live in a world where we are expected to make a decision but not every action requires  a reaction. If someone does something to you you’re expected to respond. When we react to every situation it’s likely whatever we say will have a lasting effect. The impact of your statement maybe worse than what you would have said if you waited instead of reacting. Just because you have feelings doesn’t mean you have to act on them; sometimes you need to wait them out. Instead try and notice the feelings and let them sit awhile.

The problem with acting immediately is that we often act without empathy for the other person. The action is all about us. Think about the last time someone cut in front of you as you were turning. This morning I pulled out of my driveway and turned left. I thought I had looked to the right but obviously I didn’t. Well some woman is as big SUV started screaming at me and shaking her fist. “What do you think you’re doing B…?” At first I was frightened and then reminded myself that she probably misunderstood my actions and was scared also. That’s better than thinking she was looking for a physical fight, but I was ready for that too! Luckily she took off and I didn’t have to try any of my defense skills.

Customer service always matters.


Before you take up the fight, ask yourself, will this affect me a year from today? Will it really matter? Think back to the things you worried about 5 years ago how are they affecting you today? This is a good customer service skill to teach your employees. How many times have they argued with a customer and then regretted it later?

Worrying wastes time.


Worrying doesn’t fix anything, if it did none of us would have any problems.

Teaching your employees to take action instead of reacting will go a long way.

To learn more about how to ‘act instead of react,’ give me a call and let’s see how I can help you or your employees. By the way, a little coaching goes a long way.

TAKE A DEEP BREATH! You will be able to make a better decision.


Lisbeth has been helping businesses with planning strategies. For ideas for your business, give her a call, 518-495-5380 or an email,



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By |2017-09-27T18:45:41+00:00September 11th, 2017|Sales strategies|0 Comments

4 Reasons Bosses Should Encourage Meditation At Work

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Meditation at work

I came across this article in my inbox and I believe it’s really important. Meditation can help us relax and be more productive. The results are not always evident immediately, but as time goes on you will undoubtedly notice a change in your mind and body. 

Barbara Cox, Ph.D. (, is a consultant and coach for innovative leaders and organizations. To learn more about meditation, try one of the free guided recordings at

The co-worker two cubicles down who appears to be nodding off may not be indulging an afternoon nap after all.

Instead, he or she could be in a state of meditation, and the bosses likely are happy about that – or at least they should be.

“It’s not uncommon now for big corporations to encourage meditation during breaks and even hold meditation events during working hours,” says Dr. Barbara Cox (, a consulting psychologist and coach who specializes in working with innovative leaders and organizations.

“Research shows there are significant effects on physical and mental health for people who practice meditation, self-hypnosis and other stress-management tools.”

Among the benefits:

  • Improved ability to manage stress. Life is filled with stress and the average work day can provide a host of new triggers that add to stress, whether it’s a demanding supervisor, a difficult client or uncooperative co-workers, just to name a few. “Stressful situations are going to happen,” Cox says. “So the question becomes how well you can handle the stress. Meditation can assist in that.”
  • Increased quality of sleep. Meditation can help people with their sleep issues, according to research by Harvard University, Northwestern Memorial Hospital. That doesn’t mean meditating only before bedtime. It also helps to practice meditation during the day, so you can more easily get into that relaxed state at night. “And if you get a good night’s sleep,” Cox says, “you’re more likely to perform well at work the next day.”
  • More mental energy. People can often feel tired during the work day, even if they don’t have a physically demanding job. One reason is mental exertion, some of which goes back to all that stress, Cox says. Meditation can help restore both your physical and mental energy.
  • Greater ability to concentrate. For many people, it doesn’t take much to let their minds wander – especially these days when distractions such as smartphones and internet connections are close at hand to give them an extra reason to lose focus. Those who meditate are better able to focus on ideas and remember facts without getting easily distracted, and there’s research by the University of California, Santa Barbara, to back that up.

“Supervisors need to take note of all that research if they haven’t already,” Cox says. “Companies are always looking for ways to improve productivity and meditation can help lead to a happier workforce and a more efficient one.”

Bringing the benefits of meditation into a company doesn’t have to be a major undertaking.

“You can start small,” Cox says. “You could have a meditation week where everyone meditates at the same time every day for one week. You could have a meditation challenge between departments or send out weekly meditations in the company newsletter. You could even begin your meetings with a two-minute meditation.

“The key is to just get started because the sooner you do, the sooner your company will experience the results.”

About Barbara Cox, Ph.D.

Her advice has been featured in local and national publications, including and Cosmopolitan and other holistic health and wellness publications. She earned a bachelor’s degree in biology from the University of California, San Diego, and started her career as an environmental scientist, most notably organizing environmental projects for the Department of Defense. She has master’s and doctorate degrees in psychology from Alliant International University – San Diego.

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By |2017-09-27T18:46:40+00:00August 11th, 2017|Sales strategies|0 Comments

Will You Have Enough Guts to be Your Own Hero?

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Sam Elliot in “The Hero”

I recently saw the movie entitled “The Hero,” with Sam Elliott. Sam Elliot is an aging actor, Lee Hayden, who is forced to look at life squarely in the face.  He recently found out that he has a very serious cancer. We become immersed in his pot world as he wrestles with whom he should call and what he should say. Of course, he is estranged from his family and feels particularly bad about his relationship with his daughter. He decides to call her and convinces her to see him. Of course, he doesn’t show up—too many pills and pot.  Okay that’s all I’m going to tell you, but I think it’s worth seeing. “The Hero” refers to his old movie roles where he usually plays the hero. To see the trailer,

His situation is something we are all likely to encounter; getting old, not being seen as that vibrant person in our 30’s and more time behind than in front of us. It was easy to put myself in his place.  He continues to look for his last opportunity to be “The Hero.”

Lee is creepy and selfish. All he can think about is what’s happening to him and how bad he feels. The longer he wallows in his misery the more we begin to dislike him. It’s when he realizes he has to move forward that his world begins to change. He decides that he will take a chance and engage with the new people in his life.

What will you do when life confronts you, when you find ‘you’re not who you used to be?’ The new person has yet to be defined. Will you continue to look backwards to revive your ‘old’ self?  Will you spend your remaining time trying to be the old self or will you be able to move forward?

In order to move forward we must take risks into a new life, one that we’re not familiar with.  We can move into a life that may feel dangerous, like being on a swing for the first time. We know we’re safe in the swing, but as we swing out we wonder what would happen if we let go. If you’re like me, you let go of the ropes and took a chance. Do you remember how wonderful it felt to fly through the air? Will you be able to do this as you get older? Will you look forward to new experiences and upcoming changes?

In order to make this happen you will have to begin to seek fresh things, new people and ideas. Look for different types of people, seek something creative that you’ve never thought about. If you want to go bungee jumping this might be the time.


It’s likely our older life will be filled with challenges, now’s the time to set up some parameters so you can experience your new life with excitement.

Do you need someone to bring excitement to your business? Lisbeth has been motivating audiences for over 20 years. To connect with Lisbeth,  reach out to her, 

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By |2017-09-27T18:47:34+00:00July 30th, 2017|Customer Retention Strategies|0 Comments

Why Captain Jerry Yellin’s Story Matters to all of us

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One year ago, I met Jerry Yellin In Fairfield, Iowa at the home of Ginger and Jim Belilove. Jim is an associate of mine from the floorcovering industry; he is also a very dear friend of Capt. Yellin. Six months before my meeting, Jim asked if I might help raise money for a film he was producing, “Last Man Standing,” a documentary about Captain Yellin.
“It would be great if you spent time with Jerry and got to know him, said Jim, you will understand how important the story is to Jerry and its impact on the world.”
I didn’t realize this would include a trip to the 45th National Stearman Fly-In, at Galesburg, IL where I would watch Captain Yellin as he flew a Stearman, and I would experience a ride in one of the open-cockpit biplanes. The culmination of the day would be Captain Yellin speaking about how he learned to fly. This is something I will never forget.
Prior to meeting Captain Yellin, I had no real experience with war.
With television just coming of age in the late 40’s, there were no cameras on the battle field, literally there was nothing to know. Contrast that with today when we are actually on the battlefield.
None of my relatives had served so war was nothing we discussed. It wasn’t until I was 9 years old; I had my first awakening of war horrors. I lived in a small town where all the mail was brought to the same mailbox. I used to deliver the mail to the neighbors, and one day a very official letter came from the Department of Defense. I ran to deliver this important-looking letter and stood there while Cissy Sharp started screaming and crying. The letter informed her that her brother had been killed in the Korean War. This is when I began to understand the pain of war. When my friends started returning from Viet Nam, I learned about Post-Traumatic Stress Disorder or PTSD, another side effect of war.
I didn’t know what meeting Jerry would mean. Jerry would be a real ‘in person’ awakening for me. This would be when I would understand that war produces living casualties; those returning soldiers with PTSD. I spent a week walking and talking with Jerry. That meant trips to the gym, the golf course and watching Jerry engage with many of his friends. Jerry also talk me about the David Lynch Foundation and the Operation Worrier Wellness.
Saying that Jerry is charismatic is an understatement. Jerry is also very humble; he understands people, and time spent with him is transforming. It made me question my thoughts about war and those heroes that are fighting for my liberty. Never again will a pass a veteran without thanking the soldier for fighting for my freedom.
As you could tell from the May 28, New York Post article, “WWII’s ‘last fighter pilot’ relives the fateful flight—and the PTSD that followed.” Capt. Yellin is a dynamic man, with a very sharp memory and definite opinions about war.
I remember Captain Yellin telling me if you thought you were shooting at real people; you would never have been able to do it. You were fighting so we would all be free. Until 9/11, I never thought about my freedom, did you?
As Captain Yellin stated in this interview with The NY Post, “If you want wanna stop war, everybody would go to war naked. Then nobody would know who to shoot.” Television has shown us that war is very real and we are fighting with real people; who are very much like us.
If you are interested in helping Captain Yellin complete his documentary, please go to, “Last Man Standing.” All donations are tax deductible.
Lisbeth Calandrino is a speaker and trainer. To have her speak at your event, contact her at
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By |2017-09-27T18:48:48+00:00May 29th, 2017|Motivation and change|0 Comments

Are Your Customers Feeling the Love?

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We all know the song “What’s Love Got To Do With It?” In her iconic song, Tina Turner sang that love “is a second hand emotion,” and when it comes to romance, it’s not the most important factor in a relationship.


But what about customer service relationships? What does love have to do with customer service?


Plenty! And we all know it’s true, even if we don’t think of it quite that way. Everyone wants to feel loved and it really doesn’t take very much effort to share that feeling.


A customer can share their love for your business by word of mouth. Satisfied customer referrals are hands down the most effective way to grow a business.


What do your customers think about you? Do they love you or are they spreading something less than desirable about you and your company?


Psychologist Zick Rubin proposed that romantic love is made up of three elements: Attachment. Caring. Intimacy.


Are your customers still waiting for some love from you? Simply put, love is an emotional connection we build with people that are important to us. Love for your customers is one form. And that emotional connection is the key to success.


Do your customers feel your love? Today is a good day to start showing customers how much you care about them. Walt Disney summed it up best, “Do what you do so well that they will want to see it again and bring their friends!”  Who doesn’t share their experience when they come home from a Disney vacation?  Creating love between your company and your customers can help scale up positive word of mouth buzz about your company.


Don’t be afraid to be personal with your customers. Years ago sharing your personal life was unacceptable. We kept our religion and politics to ourselves. We were afraid if we divulged it, we’d lose customers.


Guess what? It doesn’t matter anymore! The world is an open book and everyone is transparent.  If you’re not sure, Google your own name to find out what’s out there.


Sharing your life with your customers and letting them know who you are is a way to build a closer relationship. Believe it or not, this is the age of closeness. Notice what people share about themselves on Facebook. Even if we don’t know a person, we find ourselves in their lives. You start to follow them and you become part of their lives. They lose a pet and you feel sorry. You follow them through their cancer treatments. It’s all good.


And patience is still a virtue. Sure, you’ve reminded your buyers ten times to get the order in by Monday to earn the discount, and it’s still shows up late. Hey things happen! We’ve all been late for an appointment? Patience goes a long way; it can lower your blood pressure and lessen your stress.


Become unforgettable. What can you do to be remembered? Has a sales person celebrated a new baby or are they going on a special trip?  Why not get them a gift or send them a card? Have they suffered a loss; can you go out of your way for them?


Be a good listener. Most of us are good talkers, that’s our job! But how many of us are good listeners?  I know I would rather talk then listen. It’s been a tough fight for me to learn to be quiet!


Treat your customer like a valued business partner. How about asking them for some feedback? Is there something you could do better or change? You might get some valuable feedback from their experiences with other businesses.


Do you treat the mail carrier with love?  What about the barista at the coffee shop? This is a good day to share some love. And an easy way to get started on a new life practice!

Need sales or customer service training?What do our customers think?Reach Lisbeth at

High Energy and Impactful Ideas

Over the years we have brought many different trainers in and none of them had the impact Lisbeth had on my staff. Lisbeth’s high energy and selling strategy were exactly what we needed and at just the right time in our company’s growth. Even my veteran staff walked away with ideas to improve their “store within a store”! I look forward to working with Lisbeth in the future as HOM Furniture takes the next step in its evolution.

Russell Evans, Flooring and Rugs Sales Manager
HOM Furniture



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By |2017-09-27T18:49:41+00:00May 1st, 2017|Customer Experience|0 Comments

Who is This New Consumer?

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Event: The New Consumer, with LIsbeth Calandrino, Associate Publisher of Fabulous Floors Magazine

The new consumer is out there. Knowing where they are and how to connect is often a confusing path. Ever since psychologist Stanley Milgram conducted his famous research on the subject in 1967, the popular ‘Six Degrees of Separation’ theory has claimed that you can connect any two people in the world in six steps or fewer. Thanks to social media, researchers believe that number is lower. 

How many businesses actually take advantage of the tools that can make this possible? My experience is that not many have a good sense about how it works.

LinkedIn has made cold calling a thing of the past. It’s that ‘Six degrees of separation’ again. Social media allows us to connect with almost anyone in any part of the world. You just have to know how it works and then do it. 

Facebook allows you to produce videos through their Facebook Live and we have so many other possibilities.

To make this work you must understand the new consumer and their path to purchase. I will be speaking about this  “New Consumer” and their buying path on  March 15, 2015, at Surfaces, 327 Park Street, New Britain CT, 06051, from 6-8 PM. Register now at

 Hope to see you there.

Warmly, Lisbeth (If you want to know more about the workshop, give me a call, 518-495-5380.

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By |2017-09-27T19:17:36+00:00March 11th, 2017|Customer Retention Strategies|0 Comments

How to Keep Your Floor Covering Team Competitive

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Mohawk University Classes

Keeping employees and businesses competitive is an issue for any business.

In a floor covering business, it’s even more difficult.

With products changing yearly, and upgrades even more frequently, it can be a struggle to keep abreast of changes. Taking advantage of manufacturer’s product and sales programs is a great way to stay ahead of the curve. Most manufacturers have great training programs and have been providing them for years.

One of the keys to success is to learn which manufacturers provide training and information that is not product specific. If you prefer product specific seminars, your sales representatives should be able to point you in the right direction.

Of course, “product neutral” programs are more difficult to find.

Mohawk University, a program through Mohawk Industries, has been providing “neutral” product and sales seminar for over twenty years. It’s a great way to learn how to compare different products within each category and determine which is really right for your customer.

Most of the classes also include a mill tour to demonstrate how the product is made. Mill tours are both insightful and interesting and will provide a better understanding of the carpet production process.

I’ve included a list of upcoming classes and dates. You can obtain a discount for the classes by using the special discount code: “LC17.”

March 14th – 17th, 2017 – Dalton, GA Register Now

Comprehensive Registration Form


March 22nd – 24th, 2017 – Sacramento, CA Register Now (No Mill Tour Included)

Comprehensive Registration Form


May 9th – 12th, 2017 – Dalton, GA Register Now

Comprehensive Registration Form


August 29th – September 1st, 2017 – Dalton, GA Register Now

Comprehensive Registration Form


October 17th – October 20th, 2017 – Dalton, GA Register Now

Comprehensive Registration Form



I know you will enjoy meeting other people in our industry and sharing your sales ideas. #mohawkuniversity #Mohawkuniversityproductknowledge #Mohawkuniversitysalesclasses #MohawkIndustries

Lisbeth Calandrino has been providing sales and product training within the flooring industry for over twenty years. During that time, she has been a certified independent carpet and hard surfaces inspector, as well as teaching classes about floor covering inspections.

Mohawk University Classes

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By |2017-09-27T18:53:00+00:00March 10th, 2017|Sales strategies|0 Comments