By Peter Lyle DeHaan, PhD
Jamey Hopper and Darlene Campbell both contributed to the recently released book, In It to Win It: The World’s Leading Experts Reveal Their Top Strategies for Winning in Business & Life. In addition to Campbell and Hopper, the book features Tom Hopkins and other experts sharing their insights. Hopkins opens the book by reminding us that “everyone is in sales” and then sharing his pointers to be successful when selling.
Darlene Campbell’s contribution is “The Difference Between Marketing and Sales: Clinching the Deal.” In it she recounts lessons learned from her days at toy maker Mattel. She would later apply these insights when she founded her own company, which is now known as Information Communications Group. She desired to create a “culture of success” in her business, fully implementing it when she rebranded her company in 2002. Her chapter concludes with several rules for rebranding, reminding us that “customer service isn’t a department” and to always include the wow factor in our sales efforts.
Jamey Hopper’s contribution for In It to Win It is entitled “Eight Steps to Building an Outstanding Team Which Provides World-Class Customer Service.” Jamey opens with something we all love to read about, an inspiring telephone answering service story, this one an example of superlative service. Building on the books Good to Great by Jim Collins and Mastering the Rockefeller Habits by Verne Harnish, Jamey shares the eight steps he took to change his company, Dexcomm, from good to great and provide superlative service. These steps, he asserts, can be used by any organization “to provide world-class customer service.” Always striving to improve, he ends with this astute advice: “Once you discover the state of mind of your employees and customers, it is time to begin anew the process of building your company.”
In addition to Tom, Darlene, and Jamey, twenty-two other successful people share their stories, covering everything from sales to leadership to success, both in business and life.
In It to Win It was released earlier this year and is published by Celebrity Press; it can be purchased through their website and on Amazon. It is available in hardcover and Kindle.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader, covering the telephone answering service industry. Check out his books How to Start a Telephone Answering Service and Sticky Customer Service.