Whenever we release a new Podcast, I see the RSS subscriber numbers go up. This is partly due to iTunes and Odeo subscriptions, but also everyday subscribers who are following the text side of this blog via the RSS feed get our Podcasts. Included in those numbers are those of you who get an email version of the Post by way of FeedBurner email.

When we installed the Feedjit widget on the blog for a map of recent visitors, it was no surprise to see the concentration of readers in the U.S. But, in looking at the FeedBurner reports of subscribers (to the RSS feed), we have been following the recent ratio favoring the UK. Depending on the day, the UK FeedBurner subscribers far outpace the US.

Let me take this opportunity to send a healthy shout out to the UK and say, “thank you”. Having spent a fair amount of time in the UK, and a three-year employment stint working for a UK-based company, I get a warm feeling being able to share some conversation across the pond.

But now I find I have a question gnawing at me. What am I doing in putting Posts together that has a broader appeal such as this, and seems to favor a UK audience in some form? When working in the UK, and other nearby countries, I found we were all faced with similar issues as it relates to business and work/life balance. But this blog often goes down a path that is not related to business. Whether a new product introduction, or reflections on a recent do-it-yourself project, not all the links or stories seemed global to me. Or, are they?

The One Goal - Revenue Generation ® series is grouped into discs and tracks. Each Podcast is a track, and the discs are arranged much like a chapter in a book. As you download each Podcast, you will find additional information embedded in the file that will help you navigate across the discs and tracks in the One Goal - Revenue Generation ® series.

Disc One - Manage the Sales Cycle. This disc includes those topics on managing the sales cycle and following a disciplined process to secure an order. In this episode of the One Goal - Revenue Generation ® series, Peter Kusterer of NvestNtech introduces Disc One - Manage the Sales Cycle. Download this episode - “The introduction to Disc One - Manage the Sales Cycle.”

Offer your comments, questions, or initiate general discussion with other listeners of the One Goal - Revenue Generation ® Podcast series. Use this LinkedIn Group to discuss your own personal selling situations as they might relate to an individual podcast episode, or in a broader sense of the profession of Sales.

Click on this link for the Podcast directory that includes the One Goal - Revenue Generation ® series, as well as additional Podcast episodes and related topics. Our podcasts are featured on iTunes, Odeo, and Podcast Alley.

Since I have both domestic and foreign autos in my family fleet of automobiles, I feel comfortable in making comparisons between the two. When I have turned to the dealerships for support, I have been fortunate in having mostly good experiences. It wasn’t that long ago that I told the story of “BMW dealer’s vehicle “porter” turns into frontline salesperson”.

With the press going on about Chrysler, and their reduced performance in sales and production quality, it’s no wonder their dealers may seem a bit skittish with a headline like “Dealers Anxious as Chrysler Stays Mum on Car Plan”. From my vantage point, it doesn’t seem fair.

With three Jeeps having gone through our garage doors, and two left in service, I don’t see changes in brand anytime soon. We reluctantly parted with the Wrangler, but the Cherokee and Grand Cherokee continue to perform well. The Cherokee has over 150,000 miles on it, and is still running strong. The Grand Cherokee is a little over half that much and I don’t regret any maintenance costs with it.

I have always felt comfortable about my local Jeep dealer relationship, especially with the parts department. Regular readers know that I like to tackle a few repair jobs along the way. Although the location is the same, the name has changed; the receptionist now greets incoming callers with, “Welcome to the all new Leith Chrysler Jeep”.

The parts department continues to deliver helpful and patient service, along with a willingness to offer some advice. This morning was another good example as I commiserated with one of the parts staff who shared my fondness for the ’96 Cherokee; he told me the story of running one of his Jeeps for nearly 300,000 miles.

It’s this level of service and satisfaction that keeps customers coming back; and not just for parts. Good customer service in the parts department can carry forward when it comes time to purchase a new car.

Having experienced Chrysler’s past troubles in the early 70s - I was selling steel in Michigan back then to many of the auto plants – I have confidence that if they put their minds to it, they can turn it around again. But, they need to treat their dealers well. After all, that is the customer-facing arm of the company.

Whether you are a large company with big bucks for marketing, or a start-up on a shoestring budget looking for some attention, there is nothing like a product review to gain some market traction.

In the old days, you worked with a PR firm to be placed in a magazine or trade journal. Today, your product can also appear as an informal user review, based on a purchase (on the merchant site), or a little more in-depth coverage in some form of social media or online discussion.

The simple lesson here is that your product can be reviewed by your choice and selection, or at the whim of someone who has no connection to your company. In one instance, you can control, to some degree, the outcome of what is said about the product; in the other case, you will have to accept the opinion of others – the worst of which would be to find yourself in a bit of damage control.

This places new emphasis on not only quality control and innovation, but the customer experience as well. You must be watchful for any write-up that may happen without your prior knowledge. There are numerous opinions about how to answer the negative side of things; some people advocate leaving it alone so as not to stir up more dust.

Encouraging reviews and customer experiences on your own Web site is one way to keep order. Without exercising undue censorship, it is better to have people voice their appreciation or displeasure under your roof, than elsewhere throughout the neighborhood. When the commentary turns negative about your product or service, people gain an appreciation for you and your company by witnessing the way you handle things. Reasonable outcomes that demonstrate fairness toward either party can do a great deal of good, and turn a bad situation into a positive conclusion.

Don’t be shy. If you think you have a product that could use more attention, and possibly a critique along the way, reach out to those who write about such things. They are likely as interested in looking at something new as you are about getting the word out about your product or service. But, avoid the ‘blast PR’ strategy of sending out generic press releases or marketing hype as an invitation to do a review or solicit an interview with company execs. Take the time to write something that shows you understand their audience. It’s no different than a freelance writer pitching a story idea; read the publication, first.

p.s. Regular readers and subscribers are aware of my curiosity for why things work the way they do, and how companies compete in the marketplace. The reviews and interviews I have done in this blog are the result of my own personal experience with a purchase or use, something has caught my eye or I stumbled upon it by accident, a reader sends me a note about their own experience, or a company has sent a product to me for testing and evaluation. The range of products varies a great deal. Whether it is a new software application, or something to complete a DIY project, I am always up for a test drive – be it my own motivation and need, or something I think will be of interest to you. 

Not in the mood to get back in the car to retrieve a movie, and in-between Netflix choices, I go for the remote and Time Warner Cable’s On Demand. Up and down the choices, nothing catches my eye. Ah, but what’s this? “Morning Light” – a true-life documentary of fifteen (young) rookie sailors, soon to be a team of eleven, competing in the Transpac Yacht Race.

My sailing days were short-lived once I discovered flying, and then moved to the West Coast. I picked it up again when a friend asked me to crew on his 26-foot sailboat in the San Francisco Bay. Although I did some racing, it was nothing to brag about. Maybe that’s what caught my interest; what would it be like to have competed on such a large scale?

Go ahead and watch the trailer; but I would encourage you not to spoil the enjoyment of the film by watching the rest of the clips. From Disney.com, here is the Plot Summary:

“Experience a riveting and inspiring true-life adventure aboard the high-tech sloop MORNING LIGHT. Fifteen rookie sailors have one goal in mind -- to be part of her crew, racing in the most revered sailing competition on Earth, the Transpac Yacht Race. From start to finish, it's a rollercoaster ride of emotions and physical challenges, beginning with six months of intense training. Only eleven will survive to race in the grueling 2,225-mile Transpac. Matching wits and skills against experienced pros and the unforgiving, unpredictable Pacific Ocean, these young men and women develop a powerful bond and prove how dedication, teamwork and an unyielding spirit can overcome the greatest of odds.”

What a film! I thoroughly enjoyed it from many perspectives. You see the training, selection, and performance of the various members of the team from a wide range of vantage points. You witness the preparation for the race, and an emphasis on safety as a key to success. The scenery was beautiful, but so were the close-ups of the highs and lows of the competitive environment. Also, the character-building outcome is documented as you watch the rolling credits at the end of the film.

For those of you planning a retreat for teambuilding and planning, take some time out and show this film. Rated “PG”, it is a family worthy film, too.

p.s. If you have seen the film Morning Light, jump into the discussion with a comment, below.

Many years ago, while living in California, our family passed through Orange County Airport (SNA) for the trip back home to the San Francisco/Bay Area. At the time of this visit, a prominent bronze statue of the actor John Wayne, fondly known as "the Duke", had been erected near the main entrance of the terminal building - the airport was renamed to “John Wayne Airport” back in 1979.

As we walked past this statue, my daughter – who at the time was quite young – looked up and said, “Good job, cowboy!” It was a spontaneous comment that seemed to come out of nowhere. Little did I know how much I would use that phrase over the years to offer up appreciation or praise for the work of others.

It came forward in my mind the other morning, pre-dawn I might add, as I crafted a brief email to someone in order to show my appreciation for their effort. I had witnessed qualities of leadership and style, in their words and actions, that often seems rare in our ‘hurry up and get it done’ way of life. I was careful in my choice of words, pondering how they may be taken by the recipient. That is the downside to email; you only see one side of the response.

Many situations pass our way each day. But, how often do we take a minute to acknowledge the positive brought upon us by others? Not just in those instances where we stand to gain some ground. There are many situations or acts that we bear witness to where we can learn how to handle something better, or grow in our character and well-being.

This is not limited to co-workers and friends. Keep in mind, your boss might appreciate a little praise once in awhile, too. So, the next time you see or feel the positive effect of someone else, take a moment to say, “Good job, cowboy!”

Photo Credit:  John Wayne Airport - owned and operated by the County of Orange.

“The John Wayne Associates commissioned sculptor Robert Summers to create a bronze statue of "the Duke" in commemoration of the late actor and true American patriot John Wayne.

The nine-foot statue was dedicated to the County on November 4, 1982 and placed outside, in front of the Eddie Martin Terminal. After the Thomas F. Riley Terminal was built, the refinished and restored statue was placed in the lobby of the new Terminal.”

While working out the details to a new series of podcasts last night, we found ourselves talking about the proliferation of companies trying to make money with near identical solutions; in this case, we were talking about Internet browsers and how do you make any money at it. Yes, we went down the route of ad revenues, etc., but it still left a void in our minds.

As I looked through my Webmail account early this morning, trying to ignore most of the banner ads, one ad catches my attention. It is an advertisement for a new email newsletter service. My mind meanders to the thought, “Another one (of these)? Why?”

Seeing this ad flash by made me think of all the ways companies are trying to get information, usage tips, and new product information across people’s desk(top)s. In our case, we have used an eNewsletter for many years, with Constant Contact as our current provider.

I have noticed a drop-off in ‘Opens’ and ‘Clicks’, most likely a result of firewalls, spam filters, and other screening devices. Even though we use a Spam Checker before we send the email – to which we normally score a ‘zero’ (as in, it should easily get through) – subscribers are telling us that the eNewsletter is being trapped.

I have experienced the same thing with inbound email. It seems no matter what format or medium, be that a PDF attachment, hyperlinked text, or a well-mannered HTML presentation, more emails end up as ‘Junk’ in my Inbox.

With yet another email newsletter company looking for customers, I am now wondering what means do companies use to send their information to customers and prospects. Without including the likes of YouTube videos, and regular advertising, I created a simple five choice selection poll.

The choices are:

• Plain text email with hyperlinks
• Attach a PDF file to an email
• Use an eNewsletter provider like Constant Contact
• Send something via regular (snail) mail
• We don't send anything via email or mail

I’ll hold the poll open for a couple of weeks, then post the results as a Comment to this Post. We’re going to send this to our eNewsletter subscribers, too – many of which get our eNewletter and subscribe to this blog. You can take the poll by clicking here.

For those of us who enjoy – sometimes it is more like, tolerate – doing our own repairs, we are often left wondering, “Did the person who designed (or engineered) this thing, ever have to work on one?” Regular readers and subscribers have read some Posts of my own experience in this regard. I am sure you have your own share of stories and related scars or injuries.

In preparation to work on a mystery oil leak, on one of our cars (1996 Jeep Cherokee), I chose to cruise the Web looking for the experience of others, and a few clues at to what it might be. I was confident of the area of the leak; it was the source that was hiding. The usual suspects were quickly ruled out, and the amount was quite small; a dime-size spot would appear from time to time on the driveway – with 156,000 miles, that’s not much.

I finally narrowed it down to a couple of culprits; one was the oil pressure sensor/sending unit, and the other would be the oil filter adapter. Looking closer, everything was pointing to the O-ring(s) on the oil filter adapter. Even though I have had three Jeeps – two of which are still in service – I have never run into this before. The Wrangler never gave me any trouble, nor has this surfaced on the Grand Cherokee.

It turns out that the problem is not that uncommon. Thanks to a good write-up, I could get the steps down in my mind as to the tools, parts, and repair sequence. All you have to do is pull the bolt that holds the adapter, replace the O-rings, and you are good to go. Well, sort of.

Here’s where the fun begins. The adapter is mounted so that the oil filter hangs horizontal; during an oil change I fill the cavity around the frame and fixtures with newspaper in hopes of keeping oil in one place, or if the filter drops out of my hands. A very tight space it is. So much so, to get at the bolt, there is no room for the T60 bit that is usually mounted into a socket driver – it’s too long to fit between the frame and the bolt. This is where I joined the chorus of those who say something like, “I think the people that design (or engineer) this stuff should do repairs in the field for about a year, first.”

I am going to leave you hanging for a bit on this one. I have decided to be sure this was the place of the leak by doing a thorough cleaning,  then run it a few more miles. I am left shaking my head about the design and uttering the phrase, “Did the person who designed (or engineered) this thing, ever have to work on one?”

Long before all the fancy social networking sites and contact-sharing tools we use today, the old-fashioned encounter between two people was more like tripping over each other than a refined, planned approach. Recently I happened to see someone in a group setting and was troubled that although I knew this person, I couldn’t place where I had met them before.

I approached the woman and said, “You look very familiar, where do I know you from?” She didn’t know. So I proceeded with a few places we could have met – neighborhood, church, children’s school, etc. In the end, we couldn’t make the connection. Oh, well, maybe it will come to me later.

Thinking about this for a moment, I began to wonder why I don’t see this interaction in public as much as I used to. I reflected on my days in a sales territory where this was quite commonplace; from the casual encounter in a restaurant, the airport, a store, or at a larger group setting like a conference or event, you would overhear this opening dialogue from people, trying to become reacquainted with each other.

Early in my career, I can remember the uncomfortable feeling of not wanting to approach someone for fear I would embarrass myself, or them, with rapid-fire questions, trying for something to hit home in either one of our minds. As time went on, and after a job transfer to California, a customer of mine helped me overcome this reservation of mine.

We used to enjoy lunch at a small diner called Bette's Oceanview Diner, in Berkeley, CA. Man, I loved this place. It was small and on the noisy side, not to mention crowded at most any hour – but certainly worth the wait. We would be talking outside waiting for a table. Since his business was located nearby, it was not unusual for someone to come up and begin talking to us. But, if he happened to recognize someone and could not remember who they were, he would go up to them and say, “I don’t remember your name, or where we have met before. Who are you?”

The first time this happened, I thought the approach a bit rough and discourteous. But, when I saw the other person’s positive reaction, I decided that maybe he was on to something. There was no need to waste either person’s time in polite chitchat hoping to trigger your memory. Over time, I refined my own approach by offering possibilities of a location, or people in common, similar to the example at the beginning of this Post.

But this recent experience has got me wondering. Are people more reluctant to approach each other in-person when it’s not intended to be a “social networking event”? I haven’t changed my approach, but it sure seems like others are more reserved; even more so when approached by someone they see as a stranger. Is it just me; or have we reached a point of hiding behind screens tossing out endless digital requests, that we have lost the fine art of getting to know each other, and renew an old acquaintance.

Many of us who are now in the profession of Sales, ‘cut our teeth’ by starting out somewhere in a Retail business. For me, it was Women’s and Children’s clothing (independent retail store). One thing that needed attention was restocking the shelves and the various display racks. I recall when we remodeled the store, we met with the architect to select new displays for clothing and accessories. It was not much different from selecting appliances in a kitchen remodel.

As time went on, and I changed jobs, racks and displays popped up in a variety of places. We needed revolving racks for trade show displays for easy access and the presentation of collateral and brochures. Coming into the hotel at night, I would see racks stocked with regional tourism or event information. As a manufacturer, when working with distributors and wholesalers, we often provided racks for them to display our product, or marketing materials.

As I look at today’s market and economic climate, I got to thinking about this niche industry of manufacturing displays and racks. The manufacturing side is suffering the same pressure as any other manufacturer located in the United States. Also, there is the wide range of materials and designs available for the same application, i.e., why choose wire racks over acrylic/plastic ones?

When the announcement was made on Monday that Blockbuster would be closing more stores (“Blockbuster more than doubles planned store closures to nearly 1,000”), I began to think about all those racks that would be re-sold, or discarded. Looking at how thin my local newspaper is – not to mention the giant leap in price at the newsstand ‘rack’ – I have to believe the number of racks built for newspapers and magazines is on the decline. How about the declining numbers of independent, local bookstores –the movie “You’ve Got Mail” quickly comes to mind. Enter the momentum of the digital book and e-readers for the classroom, or reading for leisure with a handheld device or Smartphone – I still like ink on my hands.

With all these market forces, if you were in the display and rack business as a manufacturer, I am betting you wish there was a “Cash for Clunkers” program for racks of all kinds. Some of the display racks I see in stores or outdoors would definitely qualify and not require a means to disable them; they are nearly DOA already.

Although the above may seem bleak, there is one manufacturer I know, with over 30 years in the industry, which is far from tossing in the towel. R WIREworks, Inc, based out of Elmira, NY, offers a wide range of wire racks and displays, where “most items proudly carry a Made in the USA label “. When you look through the selection of categories and individual racks, it reminds me of one of my favorite phrases I used during my time with Unisource; “If we don’t have it, you don’t need it.”

Selection is not always enough in their industry. Product innovation and quality are equally important to survive. They use high quality materials and pay attention to creative designs. Knowing the construction and wholesale lumber & building material dealer industries well, I could appreciate their venture into Roofing Displays. Not only do they design and manufacture these displays, but they assist their customer with layout and installation needs, too. They are taking a full-service approach to a product that can easily be seen as nothing more than a commodity in a catalogue.

Small businesses like R WIREworks are under a great deal of pressure from many directions. Pricing in the business of racks and displays is very competitive, and the cost to manufacture is not going down. To survive, manufacturers will need to not only serve their existing markets well, but also look for new markets with innovative, high-quality products. Recognizing that supplying retailers is a partnership, quality racks can make or break a sale.