Mike Townsend

Mike Townsend

Mike Townsend is the owner of Townsend Strategies, a sales and leadership training and marketing company that advises independent tire dealerships. To contact Townsend, email him at mike@townsendstrategies.com.

ARTICLES

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How to Deal with Difficult Customers

Proven Techniques For Making Customers Feel Served - Not Sold

Today, your salespeople and technicians must be trained to educate the customer and build trust quickly. Why? Because most of the time, difficult customers are created by you and/or your people. And you may not even realize it. 


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Conflict Unavoidance

Conflict Unavoidance

Now that you’ve established the right kind of trust with your employees, let’s look at something that you, as a leader, will — at some point — contend with when dealing with subordinates: conflict.
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Customer Experience creates loyalty

Customer Experience Creates Loyalty

I met with a multi-store tire retail business owner recently who had no idea what “Customer Experience,” aka CE, meant. When I asked him about customer service, he knew immediately what to say: “Customer service is taking care of your customers,” he passionately proclaimed.
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