One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: How should customer support agents handle callers who are threatening to harm themselves and/or others?

So much of being successful in sales is rooted in your ability to negotiate with your customer, whether it's finding the right price that works for both of you, knowing when to be firm or something else.

Rapport building is an art, not a science.

Are you wondering if video is worth your time and effort?

One of our faithful Shepard Letter subscribers emailed me a story.