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Negative Feedback and “the 95”
Negative Feedback and "the 95" Fourteen years ago, my Dad taught me something that continues to stick with me regarding getting past negative feedback. We referred to it afterward as “the 95”. I had given a talk at a local Chicagoland event. I was a novice at...
Proposals: Still subconsciously positioning as “too good to be true”?
(I couldn't find the comic credit...so whomever did it, thank you! How do you feel when you're buying something online - and the site has everything positioned as perfect with no reviews? How about a site that has reviews, but every single one is a perfect 5.0? Do you...
When your freezer handle breaks, and so does customer service
Meet my six-week-old refrigerator. You may notice it doesn’t have a freezer door handle. Well, in all transparency, this is a totally self-serving post. It’s about an experience I’m having with Best Buy. I think it speaks to the massive gap in customer support...
Is sales leadership where you really should be?
Not a month goes by where I don’t have one of the following conversations: A seller who’s interested in a path to leadership and wants advice on how to get there, or, A leader who’s considering a path back to sales, and worries about the perception and career path...
I bought a new car from a dealership and lived to tell the story.
I bought a new car from a dealership and lived to tell the story. Yesterday I bought a new car for the first time in years. Twenty-four hours later, I still sit in disbelief at the fact that the traditional automotive sales model is going to lose. It must! Their...
How good CEOs make personal connections with employees
When employment rates are so high, and the demand for experienced talent far exceeds the supply, the pressure is on CEOs. The need to create magnetic cultures that speed recruiting, maintain low turnover rates, and have employees recommending their organizations to...
Transparent Negotiations: The Counterintuitive Way to Negotiate More Valuable and Predictable Deals
Negotiating transparently? Turns out it’s a thing. I’ve always felt like sales negotiation was broken. It was always counterintuitive to me that we care about trust only until the client says “yes”. Then, the techniques we learn to negotiate with come from hostage...
When “Transparency” Goes Wrong
I’m often asked, “When does transparency go wrong?” The simple answer is - there’s a difference between positioning your solutions as being (as Tyra Banks calls it) “flawsome” versus positioning as though you suck. Remember, when a website is acting as the seller, a...
Why you should STOP sending your customers a request for feedback after they’ve had a problem!
First, let's start with something a little counterintuitive. At Starbucks this week, I placed a mobile order, picked up the drinks for me & my wife, and when I got home I realized my wife's drink was made incorrectly. So, I had to find a customer service contact,...
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