Blog Archives

Response is about respect and trust building

I have been extremely frustrated lately with the lack of common courtesy of people returning telephone calls. What ever happened to “Say what you will do, and do what you say?” Over the last month I have met people who

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Should Financial Institutions Get Emotional?

What is the real motivation for people to choose one bank over another? All of my research over the past 25 years has shown that consumers choose banks for convenience and service. Most community banks claim great service, and some,

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Cold Calling Is Not Dead

Whatever business you’re in, nothing happens until the sale is made. Getting in front of prospects is more difficult in a society that is becoming increasingly digital. According to Nigel Edelshain, on his Selling ITsite, research indicates that an executive will

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Let’s Get Rid Of The VIPs

According to Dictionary.Com, a VIP is a very important person, a dignitary, a high muck amuck.  Wikipedia defines it as a person who is accorded special privileges due to his or her status or importance.  I define it as arrogant.

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Integrating Your Brand Into Customer Service

Developing your brand positioning and strategy is only part of the branding equation. Many companies spend huge amounts of time and effort identifying the essence of their brand. Defining “who you are , what you stand for, and what makes you

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BEIT (Brand Elevation Integration Team)

Introducing BEIT (TM) a service of Kevin Tracey Consultants What’s BEIT?  – “Brand Elevation Integration Team(TM)” Many companies struggle with bringing their brand to life in the every day tasks performed by employees.  For example, when a customer service person at

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