Good article, Arden. I like applying these principles to all the "sales" areas of my life: taking phone reservations, tweeting, trying to "sell" a friend on a movie. ALL of your points apply! I'll print it out for my office staff. An interesting example of doing it right already is that we never say ours is the only tour in town; there are much variety and some people prefer things we don't offer. Or, as another example, if they have a car and don't want our value added, they should drive to Boeing themselves. They always seem pleasantly SHOCKED when we suggest that and give them the direct phone number! Thank you.

Here is the best compliment about the evening: I've been creating flyers for the past 2 hours and posting them around the internet! Search "gogopin" in Craigslist under "All Services Offered". Feel free to call my office and mention the flyer and ask some questions about the tours. lol

WONDERFUL night of learning, Adam. Thank you. I'm excited about making flyers and posting them around the internet. This gives us marvelous flexibility and a useful outlet for creativity to attract new clients.

I'm coming from North of Seattle (Mill Creek), so can pick anyone up along the way (I msged Nancy, but have a van so can take up to 5).

Steve Tours Northwest

I like Number Two, and too often we don't even know as much as the other person, yet we still judge them. An example that comes up every day is when we are behind someone at a stop sign and they appear to be overly cautious. Usually, we aren't in any sort of position to make a judgment. When I catch myself doing this, I form another overriding assumption: I assume that the first driver is actually Mario Andretti and is making extraordinarily great decisions based on the evidence that they have (and that I don't.) THAT mellows me out. Thanks Molly ... can't wait to peruse your past articles. In fact, I won't wait....I'm going there now.

Very good reminder! I like how "Thank you" works wonders for people ABOVE you, BELOW you and ACROSS from you. Its never a bad thing to thank your family - those outside of your business sphere - as well ... for supporting you in your work.