There is no denying the internet has changed the way we live and conduct business. In a past life I owned one of Australia's largest web marketing companies, so as a communication tool I am well aware of the internets benefits, but I also know what's not good about the web.

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I was recently car shopping for a 4WD for my partner, Kellie. Searching for a good deal we went into two competing dealers situated not far from each other. The first was a KIA dealer and the second, Holden. With less than a kilometre separating the two yards, my experience between the dealers could not have been further apart.

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How hard is it to find good old-fashioned service these days? I mean the kind of service that makes you feel all warm and fuzzy inside? The type of interaction between two people that creates such a meaningful experience for you, that you just have to tell other people about it? 

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In business I meet plenty of salespeople who seem busy, but only a few who are truly effective. The reality about busy salespeople is that most are unproductive in comparison to their time-to-output ratio, because the amount of actual value they create is limited by their available time spent per customer.

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Can you be a "star" all the time ― shining and twinkling high above everyone else, every day? I think a few remarkable people can, but much more attainable for most is being a "star" some of the time.

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The short answer is, no. However, my experience suggests the better you get along with your customers, the more meaningful the relationship becomes. One thing is for sure, if you don't like your customers, you must at the very least share a likeness with them. And the best form of likeness is: their best interests.

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We all know how important getting a 'yes' is, but how important is the word 'no' in sales? For some companies the word 'no' is just as (if not more) powerful than a 'yes'.

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Last week I flew from Melbourne to Sydney to conduct a two-day, 60-person sales training session for a large kitchen and electrical ware supplier. When I arrived in Sydney, I exited the terminal. I strategically positioned myself in the cab-rank and waited in-line for my ride.

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It's fair to say that I've been around the sales block a few times, or maybe three, but who's counting? In my 15 year career 'selling' at the coal-face, I've seen just about every sales approach in the book ― some effective and others not so. And if there is a 'so called' bag of sales tricks, my bag is fatter than most.

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In business today it doesn’t matter what you’re selling, there is so much clutter and confusion. Competition is fierce and let’s be honest, for most it’s a mental, emotional and physical grind. I can hear the rusty cogs of progress grinding from here, it's bloody exhausting just listening to them. Can many of you relate to my wearisome words? Of course you can.

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