Archive for the 'Uncategorized' Category


Friday, December 29th, 2017

Constant Customer Contact


In any business nothing is more important than the customer. This needs to be demonstrated. You hear people say, “Were you able to find everything alright?” and, “Okay, let me know if you need anything else.” It’s about “customer touches;” how many, how gentle and how often.

The first obvious “touch” is on the sales floor, in a Pro-Active, No-Pressure manner. Be helpful but not pushy. Ask safe-to-answer questions that will help you guide the customer to the right item, and then give the information needed to make an intelligent buying decision.


Buyer or not, your next opportunity is as the customer is leaving. Your last impression is as important as the first one. Hopefully you have obtained this person’s e-mail address by now, if not; get it now, as it opens up the world going forward to additional sales for you.

Another sign of caring is following up on your service performance. This isn’t always easy to get because most people don’t want to get somebody in trouble. Well, if you have someone giving poor service, that person is already in trouble, but may not know it.

Bad news and stories of poor performance travel fast. If your customer has a problem; you have a problem too, and if you know about it you can most likely do something about it, both now and in the future as well. But, how do you get the unhappy customer to open up to you ? Or, better yet the happy customer to tell you about it.


We have a long time client with high-end jewelry stores in the Chicago area. Ownership is in the 2nd generation, so you know they are doing something right. The store is James & Sons Fine Jewelers.  I had an e-mail communication today with one of the sons. The tag line on Jim’s e-mail signature jumped out at me. I e-mailed him immediately asking for permission to share it with you. His reply was, “Go for it.” So, here it is:


Do you see why I found this so impressive? Your thoughts? 


Friday, November 10th, 2017


It’s About How YOU See Things

Webster defines a paradigm as, “a typical example or pattern of something; a model.”

A “faulty paradigm” can stifle action, and it’s action that makes things happen.

When heading down the road to success, it’s good to remember that everyone has paradigms about many different things.

Sometimes a “paradigm shift“ is needed. Here’s a great example of that.


I live in a pet friendly building in downtown Honolulu. One day I got in the elevator and a huge local man stepped in along with his huge pit bull, which was muzzled. Everyone in the elevator stepped back and stayed quiet. Once we arrived at our floor, and were out of earshot, my wife gave me an earful about that man and his dog. “It’s not that dog’s fault that he’s mean. It’s that man’s fault for the way the dog has been treated.” Of course I agreed. This was the scene every time we saw the man and his muzzled dog. Then one day I was in the elevator when the man and his dog stepped in. There was no muzzle on the  dog, and people stepped as far back into the elevator as possible. I cautiously asked him, “Why isn’t your dog muzzled today?”


He said, “Oh she doesn’t need a muzzle, she’s the sweetest dog in the world. Her name is Angel, I saved her from a dog fighting ring out in Waianae when she was a little puppy, go ahead and pet her.” I did, and sweet she was. I asked him, “So, what’s with the muzzle?  He said, “The resident manager asked me to muzzle her because some of the residents are afraid of her.”

When my wife came home I told her this story, and now she loves that man. She had a paradigm shift. She learned that things weren’t what she thought based on the information she had.

Customers come into stores with preconceived paradigms about salespeople and vice-versa. It’s the salesperson’s job to create a paradigm shift with sincere attention to the customer, and without pressure. That’s a fine line at times.

    NOTE: Dogs in the photos are actually stand-ins forAngel. 

The Passion Factor

Friday, October 20th, 2017


Why is the failure percentage for new businesses so high?


Early Success 

Seeing a new business emerge and bloom is as exciting as it gets. So, with such a successful start, what causes the failures??? Oftentimes it’s the passion that entrepreneurs bring to a new business that is a huge part of their success. They may under estimate the importance of this factor or possibly not even realize it has been in place. The difficulties that they have faced and overcome along the way, enthusiastically, most likely would have caused many others to fail. In time, their very success could become their down fall.  


Doing Business 

This “little change” can take this inspired, passionate person away from the customers. Then they are likely to hire someone without that “Founder Passion” to meet with customers and run  the business while they are busy in the back room, on an airplane, in a meeting, on the phone, etc. etc. etc.

In Sales Management Made Easy I make the case that, “The best fertilizer in the garden of business is the owner’s footprints.“

What’s the Difference?

Wednesday, October 18th, 2017


What’s the Difference?

I am often asked what the difference is between OUR Morning Report and MY Daily Motivator. They both are designed to get you going.


The Morning Report is a product that we provide to individual businesses, mostly retailers. It is customized for each one of them and sent 365 days a year to the people who make a difference in that business.

It arrives before the rosters crow in Hawaii; and that’s early.


MY Daily Motivator is available FREE to anyone with an email address. 

I personally create this 365 days a year.



Get It! 

If you are not on the list now, and would like to be, simply go to and enter your email address in the little box below this photo of me working on tomorrow’s Daily Motivator.

If it anytime, for any reason you choose to stop receiving these, simply click on the “opt out” button.  

News From Japan

Sunday, April 2nd, 2017


It’s Cherry Blossom Time

And That’s Not All…


Hawaiiana Store in Tokyo

You will find some Success Dynamics Client’s merchandise like Surf-n-Sea and Angels by the Sea Hawaii in this all new store created by Masae and her sister’s family.




Everybody is Excited and Eager to get in there and start shopping. In fact there have already been some special people that have been in and bought.


And of course Art and jewelry by Masae









Information is Power

Sunday, March 26th, 2017


People come into your store to “discover” more about what you sell.


They can tell from the outside if you sell clothes, jewelry, art, cosmetics or whatever. What they don’t know is anything about the product’s details and quality.


This is where you come into the picture.

Ironically, some customers fear the very thing they need most; YOU! Nobody likes to be uncomfortable and too many salespeople make customers uncomfortable.

Pushy salespeople create discomfort when they try to talk to you when you don’t want to talk, expect you to buy when you don’t like what you are looking at.


Too many salespeople deal with the discomfort by standing back and waiting for the customer to become pro-active. This too makes customers uncomfortable wondering if and how you will approach them. Since most won’t approach you, it’s important that you become the proactive one, yet do so in a no-pressure manner.

Pro-Active, No-Pressure Selling is an art form. It’s also the subject of my best selling book since 1996.

To see it, CLICK HERE:

Questions Get the Best Answers

Monday, February 6th, 2017


And the best questions you can ask yourself or anyone else are;

“What?” “Who?” “How?” When and most important of all, “WHY?” 

“Ace is the Place…”

Thursday, June 16th, 2016

“I’ve heard the “Ace is the Place…” jingle so many times that when I spotted the Ace Hardware Store while driving to Home Depot today it ran through my mind, and I decided to give them a shot.
I was greeted immediately. Not wanting to “hunt” through the store I asked her where the two things I needed are located. She smiled and said that they are both on aisle 14. I went to that aisle and began my hunt. In less than an minute a man walked up and asked me what I was looking for. He walked me right to both items, which I had already walked past. I thanked him, picked them up and headed to the register.
There was one woman being processed there, so I stood behind her. In no more than a few seconds, another “salesperson” appeared, opened the other register and rang me up.
I was in and out of the store in less than 10 minutes. Walking to my car I thought, “I guess I won’t be back to Home Depot.” This is how you win return business.


Write it Right

Friday, June 10th, 2016


Look Smart:

Little common mistakes people make when writing become a part of their image.
For more help on looking smart when sending e-mails, CLICK HERE:

anecdote A quick story of something that happened, often used as an illustration of a point.
antidote A drug that counteracts a poison.
  “He told an anecdote about how they discovered which antidote the patient needed.”


complimentary Free; or saying nice things.
complementary Related to going well with something else.
  “She was very complimentary about the main course and the complementary side dishes.”


everyday Commonplace, not remarkable.
every day Two words meaning… well… every 24-hour period.
  “I call it my everyday china, but I eat out so much I don’t use it every day.”


farther Describes physical distance.
further Anything other than physical distance.
  “The farther I traveled from home, the further I came to understand how others live.”


home in To get closer and closer to a target, as in radar.
hone To polish or perfect.
  “I’m honing my skills at homing in on a niche market.”


i.e., That is… in other words… what I really mean is…
e.g., For example…


X and I Use “I” when you’re performing an action.
X and me Use “me” when you’re the object of the action.
X and myself Wrong in all circumstances.
  Simple rule: if you eliminated the “X and” part of the sentence; which word would you use?“The tickets were given to [Jarrod and] me, but [Lisa and] I went to the show.”


its Belonging to it. Possessive, but there’s no apostrophe.
it’s It is. This a contraction, so the apostrophe takes the place of the missing letters and sticks the two words together.
  “It’s rumored that the company will lay off half its workforce.”


lay, laying, laid You lay something down, you were laying something down, you did or have laid something down.
lie, lying, lay, lain You lie down, you were lying down, you lay down in the past, you have lain down.
  “I always have to lie down after I lay tile.”
“He was just lying around when he was supposed to be laying down the rhythm tracks.”
“After the paramedics laid him on the stretcher, he lay there, terrified.”


peak The highest point, the ultimate.
peek A quick look at something. (So you want to invite people to take a sneak peek, not a sneak peak.)
pique Annoyance (noun); to provoke, invite, or arouse (verb)
  “She took the tram to the peak of the mountain, but due to her fear of heights, was afraid to even peek.”


their Belonging to them.
there Over there, there is.
  “There’s a spot over there where they keep their tools.”


whose Who owns it.
who’s Who is. That contraction thing again.
  Abbott and Costello are the act whose classic bit was “Who’s on First.”


your Belonging to you. But almost universally misused in Internet communications to mean…
you’re You are. Again, it’s a contraction so it gets an apostrophe.
  “You’re about to get a big credibility boost to your site if you fix this one mistake.”


Saturday, January 23rd, 2016


Enthusiasm Sells
When a customer meets a salesperson who is excited about his or her product, it communicates trust. Most customers do not walk into the store pre-sold on the merchandise and they do not have an inherent trust of salespeople. This means that you are starting off with your foot in a bucket; you need to establish trust in yourself. Salespeople know more about what they sell than their customers do. If you knew for a fact that your product is over-priced or made poorly you wouldn’t be naturally excited about it. When you are genuinely excited, you communicate that you believe in your product, thus trust is established. I like the term, “Bridled Enthusiasm” where you are so excited that you must hold yourself back.  


Once there’s some trust established on a personal level, the product selling can begin. In Retail Selling Made Easy ”selling” is defined as, “Giving the customer sufficient information to make an intelligent buying decision.” Factual information given enthusiastically sells more than prices and sales. Salespeople who attempt to sell prices and personal claims of quality will hear, “I need to think about it” and “I’ll be back” more than thing from their customers.