Are You Paying Attention to Sold Customers?

Share This:
Can you make your customers loyal?

Can you make your customers loyal?

Businesses work  hard and spend considerable dollars getting new  customers, and yet few work hard to keep them. Out of sight out of mind?

Salespeople spend time building relationships to get the sale and then forget the customer. They have good intentions during the sale, then what happens?

Do they think they should only contact the customer when they need to sell them?

I would hate to think they don’t care since sold customers are the most valuable product a company has.

Here’s how customers can work for you:


  1. Sold customers can do free advertising for you and help you get new business. If you don’t’ stay in touch with them they won’t remember who you are. They also won’t know what to say if you don’t stay in touch. You must continually remind them that you’re worth remembering. It doesn’t mean you have to hound them with more product, you just need to stay in touch.
  2. Customers will build your brand. Think of all the other businesses they purchase from and all the advertising they are subject to. If they remember you, it’s likely they will tell a friend why they should buy from you. The better your press the more likely you will get referrals. The value of your brand will be increased..
  3. Previous customers can market to new customers. If they  already know and trust you why wouldn’t you want them out telling everyone they know. . This is ‘word of mouth’ marketing. In order for a customer to use their ‘word of mouth’ they need to know what to say. This is why  sending email messages to your sold customer’s works.
  4. If you show your gratitude, you will stand out from the rest. Why not take 20 or 30 of your sold customers and send them a note telling them how much you value their business. When was the last time you get a not from a salespeople? Salespeople are often told to send thank you notes after the sale and that’s the last time the customer hears from them.
  5. Treat your customers as valued friends. Unless you breach your friendship, it will be a long term relationship. If your customers feel valued, they will always want to help out.


Staying in touch doesn’t mean you’re pushy. Notes to your customers should be helpful and friendly. If you stay in touch, when the customer needs something she will call you.

Sold customers matter.

Share This:
By | 2017-03-03T12:06:48+00:00 July 16th, 2016|Blog|0 Comments

How to Thank People so it Really Matters

Share This:
Children thanking the bus driver for being so nice.

Children thanking the bus driver for being so nice.

In May 2016, I received a call from Rochelle M. Howard, Deputy Director of the District of Columbia Office of Police Complaints. Prior to her phone call, I had no idea who she was or what her agency did.

Her request was a quote on 30 tests from the BEST Inventory, Communication Tests. These are short inventories, simple to administer and based on William M. Marston’s, Ned Herrmann’s, and James Brewer’s work measuring the dominant patterns of behavior in individuals.I have used them over the years.

I was flabbergasted and asked how she found me. She said that the owners of BEST Instruments had referred me. How super I thought. All of those conversations I had with the owner had given me something I never though about–a customer. I liked the owner very much and spent considerable time on learning how to administer and interpret the tests as well as just chatting. It actually never occurred to me that she might be in a position to refer me or my work.


Remember to thank people is a very important skill. Social media makes it possible to ‘like’ organizations and businesses that are important to us as well. Although people appreciate a business like, it is still very impersonal. If you do like a page, write a personal note about why you like the page–that will help.  Her are a few more ideas for ‘upping’ your like quotient.


  1. Get to know your suppliers and people that are in a position to refer your business. Remember they have other customers who reach out to them and may ask for help. You might be the person to supply this help. If you get a referral don’t forget to thank them publically for their help and brag about their products.
  2. Don’t forget to get referrals from as many customers as possible. Some of your customers have more clout—don’t forget to us them. In this case I happened to have done volunteer communication testing for a high level government agency close to my home. They gave me a terrific testimonial that I know helped me get the job in Washington.
  3. Be as personal as possible. Thank people publicly and privately. A phone call for you can mean the difference, even if the favor doesn’t bring any immediate results. Just remembering to pass your name along to a potential customer, or bragging about you while sitting with a group of stranger’s matters. A third party endorsement is better than anything you can say about yourself.
  4. Get to know people who hire you; their likes and dislikes. If they like to cook or like a favorite dessert or tea, send it to them! The gifts don’t have to be expensive. You just need to go out of your way and give someone something special. If you’re a house guest send something wonderful to the host or bring something with you. It’s often easier after because you have a better idea about their likes.
  5. Keep a ‘gift notebook’ of people you want to thank. Sometimes we forget the most important people in our lives.
  6. Ask how you can help. If someone does something for you call and ask if there’s a way to repay the favor.
  7. Encourage people you know who do a good job. Everyone loves encouragement and few do it. Even big kids need encouragement.
  8. Social media is a good way to thank people but go beyond the like. Make a comment to them, send them a message and tell them thank you. Are you grateful? Say it if it’s so. It goes straight to the heart.
  9. Send an old fashion thank you note. They mean a great deal event in 2016. Don’t ask someone else to do it for you!
Share This:
By | 2017-03-03T12:06:48+00:00 July 5th, 2016|Blog, Building a Brand|0 Comments

How’s Your Emotional Intelligence?

Share This:
Thank you Talent Smart for image.

Thank you Talent Smart for image.

In 1996 Daniel Goleman stunned the world in 1996 by popularizing Emotional Intelligence or EQ. or EI.  Basically it means being able to identify and manage your own emotions.  It’s been said the ability to understand and manage your own emotions is the real key to success. emotions. Whether we acknowledge it or not, we are driven by our emotions.

Want to know about your emotional intelligence? Click this free link to test your emotional intelligence.

Here’s the link to for a few reminders of how to improve our emotional intelligence.

Enjoy. Lisbeth


Share This:
By | 2017-03-03T12:06:48+00:00 June 17th, 2016|beliefs, Blog|0 Comments

Do you Chase Luck Away From Your Life?

Share This:
As a kid I searched and searched for a four leaf clover. I never found one. I asked my dad how could I be lucky if I couldn't find one. His reply, "You can make your own luck; it's all around you!."

As a kid I searched and searched for a four leaf clover. I never found one. I asked my dad how could I be lucky if I couldn’t find one. His reply, “You can make your own luck; it’s all around you!

One of my friends recently found her lucky numbers through a reading done by a person who practices YOGIC Numerology.  This is a described technology which helps us better understand ourselves and the experiences in our life through numbers.  I asked her what she thought of the reading and she said it was very true.

It made me think, what type of luck do I believe in?Do I have a lucky charm or a pet rock? Salespeople often talk about their ‘lucky shirts.’

Why do we believe in luck and what does it really mean to our success?

Here’s my take on feeling lucky; I know I’m lucky. I equate ‘luck with opportunities,’ and I see them all around me. It’s when I stop looking that my luck disappears. People always say to me, “You have the most interesting things happen to you. I know they don’t just happen, I am forever ‘looking.


There are several different types of luck, according to Psychology Today. How we feel about luck can drive the

outcome of our lives. Should you believe in luck? According to what I read I think we should. I am a firm believer  in

luck and making my own. It’s said that believing in luck can drive your motivation forward.


According to Business Psychologist, Cragin Dowden, “Believing in luck appears to impact people’s drive for success. People who saw their luck as stable tended to have a significantly higher drive to succeed than those who viewed it as transitory. The research also found that part of the relationship between luck and achievement was attributable to the fact that people who possessed stable luck beliefs also felt they had more control. This makes sense: If you feel luck is stable, and within your sphere of influence, you are much more likely to persevere towards our goals. However, if you see luck as an essentially random phenomenon, you may wonder, “What’s the point?” This skepticism can effectively undermine your desire to push on.
Former Wall Street Journal and Fortune writer Erik Calonius points to a fascinating study by a psychologist Richard Wiseman. Wiseman surveyed a bunch of people to find out who considered themselves lucky or unlucky, then performed a very interesting test:

Weisman  gave both the “lucky” and the “unlucky” people a newspaper and asked them to look through it and tell him how many photographs were inside. He found that on average the unlucky people took two minutes to count all the photographs, whereas the lucky ones determined the number in a few seconds.

How could the “lucky” people do this? “Because they found a message on the second page that read, “Stop counting. There are 43 photographs in this newspaper.” So why didn’t the unlucky people see it? Because they were so intent on counting all the photographs that they missed the message.”

So what does this mean?

Could it be that lucky people are more relaxed and open, and see always see opportunities around them? In my recent article for the Albany Times Union, “Is your New Success Around the Corner?” I sited a recent conversation I had with a store owner who’s business was forced to relocate. Moving actually doubled his business. My research shows me that people who are open for new ideas are always looking for possibilities.

It appears that it doesn’t matter what you believe in you just need to believe. Particularly if you want something new to  happen in your life.When we put on ‘blinders’ we don’t see what’s available round us.

Do you need some ‘luck?” Contact Lisbeth who will help you look for the opportunities surrounding your life.


Share This:
By | 2017-03-03T12:06:48+00:00 May 30th, 2016|Blog|4 Comments

Take it From Me; if You Don’t Risk Something, Nothing will Happen

Share This:
The simple man says, "take the risk." Josh Wight in Business, Life.

The simple man says, “take the risk.” Josh Wight in Business, Life.

I was having a meeting with Bethany Gonyea while she was talking about her baby, “The Albany Peace Project.” This is a long term risk but it’s what she lives for.

She was discussing it with a passion that I haven’t seen or felt in a long time. Her face was bright; her smile was real, and her enthusiasm was amazing. I began to think, do I have that feeling? I know for years I was passionate about working; it didn’t matter what I was doing, and I enjoy accomplishing things. I’m not becoming more discriminatory, achieving doesn’t get it anymore. In fact, many things feel like diversions; diversions from my real self.

Have you ever felt that way? Going through the ‘have to-do lists of life and not feeling the same sense of accomplishment? Is it likely that our ideas and things that make us happy have changed? Noticing that time is flying by, and I want to spend as much as I can do things that really give me pleasure. I used to fill over with blog material and looked forward to writing. These days it seems to be more difficult. Actually, I think my focus has changed. Topics about life seem to be more fulfilling than writing about business. Then I think that life, and business are really one in the same.  To be successful in business you must have good life skills. The first one is a passion for whatever you’re doing.

I know am asking myself, what about life is exciting, what do I need to experience? I need an adventure.

Is an adventure a different country, learn a new skill, take a course? I think it’s all of those.

I’m noticing I haven’t been acting on my ‘hunches.’ A hunch is just one of those things that come from your unconscious mind; it means taking a risk.

Why am I not taking risks? Actually, I don’t feel comfortable, unless I’m taking them—maybe that’s what’s wrong. Am I afraid of rejection? I guess it depends on the risk. By the way, if you’re interested in why we’re so worried about rejection and what to do about it, look for my article in Floor Covering News in two weeks, “How About Using Psychology and “Rejection Therapy’” to Overcome Salespeople’s Fear of Closing the Sale.” The fear of rejection goes way beyond sales.

I’m back to my premise; I need an adventure. Stay tuned and thanks to all of you who send me notes and have been following me for years. It’s nice to know you’re out there!

Share This:
By | 2017-03-03T12:06:48+00:00 May 22nd, 2016|Blog|2 Comments

Is There a Little Voice in Your Head Ruining Your Sale?

Share This:
shopping woman shocked and surprised over price looking at price tag on coat or jacket. Woman shopper shopping for clothes inside in clothing store. Funny image of Asian / Caucasian female model.

shopping woman shocked and surprised over price looking at price tag on coat or jacket. Woman shopper shopping for clothes inside in clothing store. Funny image of Asian / Caucasian female model.

You know the little voice, the one that says, “My price is too high.” According to Forbes Magazine, “Taking a customer’s statements at face value often leads to trouble.”

How many times have you said, or heard another salesperson say, “I know I could sell this if the price was lower.” My question is, “How do you know?” Just because the customer says your price is too high doesn’t mean a cheaper price will close the sale. If you can drop the price you can certainly ask, “What price would be cheap enough for them to buy?” Of course after you ask the question, you also have to ask the customer if you could get the price would they be prepared to:

Give you a deposit, or are prepared to pay in full. Then you will have to negotiate it with your manager or the owner.

Let’s say this is not an option for you; then what?

Does it really mean your price is too high just because your customer tells you it is? Why would a customer tell you that?

  1. They want to rattle you.
  2. They enjoy the negotiation process.
  3. They don’t understand your pricing. The value of the product as you’ve presented it doesn’t equal the price. Personally really good salespeople ignore statements like this and continue to present value. The customer wants to be sure that they are getting what paid for. This is why TJMax and Marshalls do so well; the customers know what their products are worth. The customer has to have confidence in both, you and your offering. Once the customer has confidence in the outcomes, they will buy.

My experience tells me that most of the time this occurs is because the salesperson also thinks the price is too high. Do you understand why a customer would pay so much for your top-of-the-line product or do you think you’re crazy? The answer to this question will tell you why you can’t sell your expensive products.

It’s important to understand that customer buy for their reasons not yours. Why do people buy high prices?

They believe it’s worth it. They get it, and you’ve convinced them it is.

They can afford it. Yes, there are people who like paying high prices. They don’t have to worry about money and so spending it doesn’t bother them.

They want to show their neighbors or friends, they can afford it. I’ll never forget my father taking me to look at a new house he built.  The customer, whose name was Wank, still had the prices on the lamps and the faucets! I couldn’t believe it. When I asked why the prices were on it dad said she wanted me to know she could afford it. This became a “Wankism” in our house.

So ask yourself, what gets in the way of you selling at your ticketed prices?

Lisbeth has been teaching sales people how to get their price for over twenty years. Can Lisbeth help your sales force? Call her at 518.495.5380 and discuss your situation.


Share This:
By | 2017-03-03T12:06:48+00:00 May 18th, 2016|Blog|0 Comments

5 Reasons to Attend Coverings

Share This:
Show Floor, Coverings

Show Floor, Coverings

Coverings 2016 kicks off in Chicago, IL on Monday April 18, and we’re so excited to see everything that this year’s show has to offer. As the premier international trade fair and expo dedicated exclusively to showcasing the newest in ceramic tile and natural stone, Coverings attracts exhibitors from more than 40 countries, and thousands of attendees flock to their floor each year to see some of the most innovative tile and stone products in the world.


Here why we think you should attend Coverings:


Tile installation

Tile installation

Find Inspiration for Upcoming Projects


With over 1,100 exhibitors, Coverings is the perfect place to find inspiration for your next project. Over 40 countries are represented, showcasing a vast array of innovative tile and stone products. For the first time Coverings will also highlight a Living Wall Exhibit, which will show how you can integrate a vibrant vertical garden in your home. Don’t miss out on seeing all of 2016’s latest trends in tile and stone in action!


Get Educated!

Continuing Education Unit

Continuing Education Unit


You can earn free Continuing Education Units (CEUs) – details on approved sessions for NKBA, AIA and IDCEC can be found on the Coverings site. The Social Media Lounge (Booth #4031) will also feature primers on design-related channels such as Houzz, Instagram and Pinterest. And Coverings’ Keynote Sessions will cover an array of topics, from a panel moderated by Interior Design Magazine to global trends in hospitality design.


See Design and Installation in Action


The Installation Design Showcase returns to Coverings again this year (Booth #6245) on Wednesday, April 20 from 3:30 – 5:30 p.m. The IDS will showcase four unique interpretations of commercial storefront lobbies. Designers, architects and installers will then collaborate using tile and installation materials/fixtures to bring these spaces to life at McCormick Place. The 2016 showcase will feature a newly designed courtyard style featuring a boutique retail shop, a spa lobby, a bar/lounge and a boutique hotel lobby. These vignettes will demonstrate the varied ways tile and stone materials and advanced installation techniques can influence the look, feel and performance of a commercial space.

Also for the first time, Coverings will tap the Chicago Mosaic School for instructive lessons on contemporary and classical Mosaic Arts. The Chicago Mosaic School offers classes and workshops by top art professionals who teach about both the process and materials in the Mosaic Arts. Limited space is available by registering online.


For more information, call

Posted by Fabulous Floors Magazine.


Share This:
By | 2017-03-03T12:06:48+00:00 April 16th, 2016|Blog|0 Comments

What’s Your Brain Like?

Share This:
Thank you Gobblynne for the illustration.

Thank you Gobblynne for the illustration.

I love this article about how our brains work. This is from Nature Neuroscience.



Your skills and experiences leave their mark on your brain.

Researchers analyzed brain MRIs and personal information on 461 people. They found 200 brain regions associated with classically ‘positive” traits, such as strong memory, large vocabulary, high income and education. In the MRIs of people who had the positive traits, many of those brain regions activated simultaneously, suggesting strong connections between the varied regions.


The people who ranked high in negative traits–anger, rule-breaking, substance abuse, poor sleep quality–didn’t have these connections. But that doesn’t mean brains are hard-wired, the researchers say. Brains change. For example, improving skills like vocabulary can strengthen connections between related brain regions. Are you looking to change the wiring of your brain? Would you like to be happier?

Bethany Gonyea, the Founder and Director of NUMINOUS, sponsor for the Albany Peace Project has been working on such a study.   Research has amply demonstrated that both long-term and short-term meditators create brains that are hard wired for positive emotions.In 1960, Dr. Herbert Benson of the Harvard Medical School, Dr. Benson also found that meditation was helpful in stopping or slowing obsessive thinking, anxiety, depression,  and hostility.  Since that time, there have been other studies to substantiate his findings.

Luckily in Albany, New York, we have the Albany Peace Project. For more information on Happiness and Meditation, check out this link. Even if you don’t live in Albany, New York, you can take part in their meditation programs.

Lisbeth considers herself a ‘Connector.’ Helping businesses find ways to connect to their customers and build profitable relationships. Reach her at 518.495.5380 or


Share This:
By | 2017-03-03T12:06:48+00:00 April 15th, 2016|beliefs, Blog, Your Brain|0 Comments

When Should You Give Up? Maybe Never

Share This:

Jim HermanJim Herman is one of those people who never really gave up. He put his career on hold but apparently went to work in the right place; was his theory, “I should never give up?” Actually, it doesn’t seem like it.

If you follow golf, you know being a professional golfer takes money, lots of it. In order to qualify you have to practice, practice and more importantly win. Jim Herman has one of those stories we all love. At 27, after giving up a promising, but not so lucrative golf career, he went to work at Donald Trump’s golf course in Beckenridge, New Jersey folding shirts in the pro shop.  As he knows now, it would appear this was the most important move in his career.

As the story goes, Trump asked him why he didn’t go back on the tour since he was an excellent player. Herman and Trump played together several times, and Trump felt that Herman was good enough to compete.  Good enough for Trump to invest money to get him back in the game.  Herman hit the links qualifying for the tour winning some lower level events. He’s been playing professionally ever since, his golf shirts bearing Trump’s name.

Yesterday at 38, and a veteran of only five years playing in the major leagues of golf, he won his first PGA Tour win at the Shell Houston Open. This wins him a place at the Masters. An interview with Herman shows a very emotional man excited about his possibilities.

The possibility of him winning, 300-1; does it really matter? Do the odds really matter to any of us?

Why do we pay attention to the odds even if they’re in our favor?

Then there’s Tiger Woods; many of us yearn for him to be back and be better than ever. He is presently on the disabled list after undergoing a second microdiscectomy surgery on his back. If his dreams include coming back on some level, if his back can

Following your dream means just that. Only you are in charge of when to stay and when to go. What others think is really unimportant unless they believe in you.

As I’ve heard, “Neither success nor failure are guaranteed forever.”

Lisbeth considers herself a “Customer Retention Specialist.” This can be accomplished through a combination of marketing strategies and employee training. To have Lisbeth speak at your business, contact her through,

Share This:
By | 2017-03-03T12:06:48+00:00 April 7th, 2016|Blog|0 Comments

The Customers Aren’t the Only Ones That Have Changed

Share This:

CUSTOMERSI keep hearing the customer has changed how we cope with them. Think about it, we’re talking about ourselves.  It’s been a slow transition, so slow that we really haven’t noticed. We are so stressed out thinking about what we have to learn about our customers, we forget how we’ve changed.  If you examine your path , you won’t be so stressed  about the customers.

Let’s start with your phone. What type of phone are you using? When did you finally give up your ‘flip phone?’ Several of my friends still have a flip phone and are adamant about not changing. It makes me think, am I that stubborn? It’s hard to give up something we’re used to; if you’re still using your flip phone, you might examine what you’re missing.

Do you prefer texting to talking on the phone? I find it less intrusive, and I can reply quickly. The same people with the flip phones think that texting is ‘impersonal.’ Texting gives an additional way to get in touch, and it’s often easier. Have you asked your customers what they prefer? Let’s not assume we know, let’s ask them. If they prefer a phone call, honor it. Again, it’s not because they’re old they don’t want to give up what makes them comfortable.

Do you still have a fax machine or do you scan and email?  I had to return a document to a national company, and they asked me to fax it. I told them I got rid of my fax machine three years ago and scanning is easier. They were insistent I fax. They didn’t have a reason other than the fact: “That’s how we do it.” Are you still telling customers ‘that’s how we do it?’ Is it time for you to move forward and  make some changes?

Are people asking why you’re texting the person next to you? Often texting to someone during a meeting is a smart thing to do. It’s better than interrupting the speaker and what you have to say is essential. Isn’t it great that you can actually communicate without interrupting the rest of the world?

Are you still using the same-old  lines, can I help you? Today it’s more appropriate to ask the customer what they’ve seen online that they like. It’s a short cut to understanding how they shop. My experience is that salespeople still ask how they can help you when we know the whole world is online before going into a brick and mortar store. Help the customer cut their shopping time in half, find out what they already know.

communicationCommunication is the key to all of our transactions; nothing has changed. What has change is technology and how it is impacting our world?  The more you learn about technology the less stressed you will be.

For more on how technology is impacting all of us.

Lisbeth has been helping customers build sales and marketing strategies for over 20 years. Understanding and using today’s technology is one of the keys to success.


Share This:
By | 2017-03-03T12:06:48+00:00 March 20th, 2016|beliefs, Blog, Change, Reaching the Consumer, Success|0 Comments