management

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 […]