management

The Day After Memorial Day Edition

I took the day off yesterday. I mean, really off. No email. No cell phone. No thinking about business. No nothing except taking my girls to the pool and relaxing as a family. Then a family barbecue. Yes, I did the grilling. It was very meaningful. I find that Memorial Day means different things to […]

Motivation Made Simple

If you’re a manager then you’ve been told at least once that you have to “motivate your people.” But how do you do that? Where should you start, and what can you do? Forget about buying a motivational poster like the one here. Instead, start with something MUCH easier. Start by making a change in […]

To Mystery Shop or Not to Mystery Shop, That is the Question

Here’s another awesome question from a reader! Dear Captain Reman, I want my phone sales people to be amazing, and I know mystery shopper programs are one way to do this. Can you tell me how I can put one together, or should I just spend the money and get outside help? A Concerned Executive […]

Failure to Authorize? More like Failure to Communicate!

Special thanks to my friend and customer Don Saffioti of Clifton, NJ for this great tip! Captain Reman: Here’s my best response to a customer who is about to FTA on you: If the customer says, “The car’s not worth it…” or, “I’m going to get another car…” I ask “Let’s examine the alternatives. What […]