Sales, customer service, and branding had never even crossed my mind when I was offered a job cold calling back in 1990.
The years that followed were filled with making thousands of cold calls, working in customer service, and eventually managing and training inside sales and customer care call centers.
Perhaps the most valuable learning experience during that time came while working for a home security systems company in Chicago. Basically, my job was to create interest in a product no one thought they needed, on a call they didn’t want, from someone they didn’t know. It was then that I began to see how success through building solid customer relationships is truly an art form.
As my experience grew — and I got over a fear of face-to-face sales — I began a career in technology and media design consulting where I helped build brands through selling and project-managing websites, TV commercials, logo & print design, software solutions, and more. Highlights included creating websites getting 150k+ hits a day, banner ad concepts and design for co-branded Disney products realizing 7x the national click-through impression average on disney.com, and even a TV commercial that ran during the Super Bowl.
Throughout these creative years, I continued to provide communication training and one day I was struck by a simple, clear realization:
Crafting communication structures and training are as creative as any marketing, branding, or design project I’ve worked on.
This simple thought — along with the unfortunate truth that marketing and branding investments are so often lost as a result of poor communication — led to the decision to re-brand our media consulting company to put communication training at the forefront of our services.
I find using a unique blend of training, branding, and marketing creates optimal customer experiences and ensures long-lasting success for my clients. One of my favorite experiences is when I overhear one rep sharing with another rep not only what they’ve been trained to say, but also why they say it to help the customer. That’s when I know placing the priority on the customer relationship is being woven into the culture and will continue to build upon itself over time. This is precisely what we mean by “building successful brands from the inside out.”
What I thought was a temporary cold calling job over 25 years ago has grown into a passion for designing communication structures that transform organizations with each and every customer interaction.
I look forward to helping you build your brand from the inside out.