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Making a Phenomenal First Impression

28 years ago today, I married my wife Denise Concetta Antoinette Pennella (now THAT’s Italian!). As I think back to when we first met, it made me think of first impressions. Did you know that people make 11 “assumptions” about you when they first meet you? And did you know that these 11 assumptions take place within the first 30…

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Do You Have a Phenomenal UEP?

Have you ever wondered how Starbucks gets people to stand in line and pay the highest prices for a commodity that has been around for thousands of years? The answer is found in a term called “Experiential Marketing”. If you have studied marketing even the least little bit, you may have heard a term called a “USP” which stands for…

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The Silent Kiss of Death

Every day small businesses are suffering a silent “kiss of death” because of one simple thing: The way their telephone is answered. The way you answer your telephone is incredibly important. At this critical point, your caller will make several immediate assumptions about you and your company. They will make assumptions about the value of your service, whether you know…

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