TLG-The Loyalty Group: People-powered Business Solutions

Articles & Press

Airport Revenue News (February 2007. Consultants Corner)

“Avoid the Five Most Common Succession Management Mistakes” by Phyllis Roteman.

“An assistant general manager at one of your airport locations just gave notice. She’s leaving for personal reasons and tomorrow is her last day. Is the “right” person ready to step in? And how do you know they’re the “right” person? Let’s assume that your top store manager is ready to fill the job. Who will fill the open position left by that store manager? Will that store’s revenues suffer when the manager leaves? Succession management is the ongoing process of ensuring that you have top leadership candidates in your bullpen at all times, ready to step in when key managers leave. Effective succession management systems are insurance policies for your company, protecting it from gaps left by management turnover. In the hectic, fast-changing airport retail environment, strong leadership is the glue that holds together the location’s performance. Companies that don’t have a strong process for identifying, developing and promoting emerging leaders will always be struggling to fill open management positions, and keep them filled with the right people. This presents a particular problem in airport retailing, where it’s already a challenge to recruit and retain people who are willing and able to work in the airport environment. To strengthen your management bullpen and ensure that it’s constantly full, avoid the following common succession management mistakes…”

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BusinessWeek (February 26, 2007. BW Small Biz-Sales)

Phyllis Roteman quoted in feature “Staying On Top Of Your Game: How to keep a long sales cycle from derailing your company”

“Quickly identifying the key players requires intelligent probing. ‘It's all about asking the right questions," says Phyllis Roteman, president of the Loyalty Group, a Sherman Oaks (Calif.) sales training consulting firm. Among the questions to ask: Who makes the buying decision? Can you describe the organizational structure and where you fit? Who else should I talk to? In cases where getting your foot in the door might take years, you may want to devote the bulk of your resources to finding key people and developing relationships with them.”

“It's also a good idea to document all your interactions. That will make it easy for a new manager to find out what conversations you've had with the

company and what decisions have been made. As Roteman says: ‘You have to be ready to make your case at any time.’”

“Roteman suggests cultivating closer relationships with your own suppliers, perhaps cutting the number of vendors you use so you can give more business to a smaller group. That may help you win added leverage if you need to ask for a longer payment period.”

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Cincom's Expert Access e-Zine (November 7, 2006 - Issue 5.23)

Phyllis Roteman featured as a regularly contributing sales training expert.

Customer Service Strategies: “How Do I Stay Connected to My Sales Team?”

"How much does a bad sales hire cost my organization?"

RoundUPS News (November 2006)

Mitzi Chollampel quoted as an expert on customer loyalty.

The dos and don’ts of customer loyalty (Sidebar: “Loyalty Begins with You”).

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Wall Street Journal (October 03, 2006)

Mitzi Chollampel quoted in feature “Survivors of the Worst of Job Interviewers Commit to Do Better”.

“Taking job interviews seriously shows you're committed to ‘finding the right person,’ explains Ms. Chollampel, currently Manager of Customer Loyalty for consultants, The Loyalty Group in Sherman Oaks, Calif.”

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Selling Power (September 2006)

Phyllis Roteman quoted as an expert in the feature "Tools for Managers: Take a Non-Meeting."

"According to Phyllis Roteman, president of Sherman Oaks, California-based The Loyalty Group, the meeting as we know it may be as passé as last season's runway styles. 'Today we can accomplish all the goals of a national sales meeting without holding one,' Roteman says. 'New tools let us achieve more lasting change.' Roteman isn't in fact advocating that meetings be scratched entirely. What she offers is a toolbox of tactics that are producing tantalizing results. These tools include..."

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Master Salesmanship (August 21, 2006)

Phyllis Roteman featured in article, "In Maintenance Mode".

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T+D Magazine (first publication of ASTD), (August 2006)

Phyllis Roteman quoted as expert in feature “Effective Team Building: More than Just Fun at Work”. Team building now employs more subtle methods to break down mistrust, inadequate leadership, and weak communication among employees.

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Human Resource Executive Online (July 2006)

Phyllis Roteman featured in Human Resource Executive's, "All in the Family"

"HR people need a release from all the challenges they're dealing with in a typical day of listening to grievances, and dealing with rules and regulations or contract negotiations. I have a friend whose spouse used to always tell him to stop 'HR-ing' her." --Phyllis Roteman, president of The Loyalty Group”

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HR Executive 2006 (pdf)

HR Magazine (May 2006)

TLG's Phyllis Roteman quoted as expert on moving from classroom facilitator to e-learning facilitator.

HR MAGAZINE · May 2006
Vol. 51, No. 5

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SHRM Consultant's Forum (May 2006)

TLG's Phyllis Roteman quoted as expert in Building Client Relationships.

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Achieve Second-Quarter Success (April 2006)
by Phyllis Roteman

In many parts of the world, the months of April and May bring springtime, a time which is greeted with open arms by people weary of the cold winter months. For many people, the change of seasons is celebrated with a “spring cleaning”. Spring cleaning traditionally involves dusting off window sills, packing away unnecessary cold-winter clothes, unpacking warm-weather clothes, and doing loads of laundry. Why not take this opportunity to do a spring cleaning for your business?

Reprinted with permission from WorldWIT Copyright © 2006 WorldWIT, Inc. All rights reserved.

Achieve Second-Quarter Success (pdf)

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