Blog

Ideas to serve betterand sell more.

Real stories, uncomfortable lessons and practical tools on service, customer experience, sales and leadership.

Topic guides

Two chairs facing each other in an empty room, black and white

Service culture

Using You Is Not Serving You

Customers always sense whether you're helping them or extracting something from them. They may not name it, but they feel it.

August 13, 2026

Hands passing an object across a counter, black and white

Customer experience and service

Give People What They Need, Not What You Want to Give

Serving isn't giving what you'd like to receive. It's understanding what the other person needs, which is rarely the same thing.

August 13, 2026

A telephone headset on a desk with notes, black and white

Customer experience and service

Are You Handling Requests or Reading Emotions?

The dashboard says everything was resolved and the customer is still upset. That gap is emotion, not process.

August 13, 2026

A refrigerator being pushed across a concrete floor, black and white

Sales

Friction Sales vs Frictionless Sales: Why Selling Feels So Hard

Not all sales are equal. Some drain you and your margin; others arrive almost decided. That difference is designed before you ever talk to the customer.

August 13, 2026

A chalkboard with a handwritten formula, black and white

Sales

The Revenue Formula: Specialization, Reach and Channels

Selling more isn't a trick. It depends on how specialized you are, how many of the right people know it, and how easily they can buy.

August 13, 2026

A handshake over a negotiating table, black and white

Sales

Selling vs Serving: If Selling Makes You Feel Guilty, You're Selling Wrong

Many salespeople carry guilt that isn't theirs. The fix isn't selling less: it's selling in a way that actually helps.

August 13, 2026

A microphone on an empty stage facing a room full of chairs

Motivation and purpose

What Is a Keynote Speaker? Types, Role and When to Hire One

A keynote speaker isn't someone who talks nicely on a stage. It's someone who makes a message change how people work the following Monday.

August 12, 2026

A meeting room with a printed event agenda on the table

Service culture

How to Hire a Keynote Speaker: A Practical Step-by-Step Guide

Most companies hire based on a YouTube clip and a price. These are the questions that actually predict whether your event will work.

August 12, 2026

A person rehearsing at a lectern in an empty room

Motivation and purpose

How to Become a Professional Keynote Speaker: The Real Path

Nobody starts on a big stage. You start speaking for free to a small room, with a message that isn't clear yet.

August 12, 2026

Factory boardroom table with samples of LED bulbs and strips

Customer experience and service

Saying Yes Isn't Always Serving

I traveled to China to buy light bulbs. I met the friendliest person ever. Everything I asked, she answered the same: "YES." That's when I understood something about service.

May 30, 2026

Sales

All for a Pokémon

It wasn't madness. It was meaning. Last year, I was in Playa del Carmen. I was there to give sales seminars.

May 24, 2026

Person tying their sneakers on empty stairs at sunrise

Motivation and purpose

A Shark Bite

My nephew was born with a serious kidney problem. He had surgery as a baby. He was left with two scars on his belly.

May 22, 2026

Seller's hands delivering a product to a customer across the counter

Sales

5 Toxic Thoughts

Some people have great products, experience, and want to sell more. Yet they don't sell as much as they could. It's not always about a lack of tools.

May 16, 2026

Person tying their shoes on empty stairs at dawn

Motivation and purpose

An Injustice at the Park

Years ago, I went to the park with my kids. A regular Sunday. And there, I saw a small injustice.

May 5, 2026

Child standing with an exam in hand in front of an adult silhouette watching television

Leadership

Your Team Doesn't Lack Commitment. They Feel Invisible.

It’s easier to think your team is apathetic than to accept they faded due to indifference. A story about a second-grade exam.

May 4, 2026

Empty waiting room with a service bell on the counter

Customer experience and service

Should I Tell Him or Not?

A couple of years ago, I had a meeting with a client. He was a 60-year-old man, and his 35-year-old son was with him. We started talking about social media.

May 3, 2026

A vendor's hands handing a product to a customer over the counter

Sales

The Same Quesadillas

Sometimes customers don't buy from you, not because they don't want to. But because they don't remember you. Look.

May 1, 2026

Seller's hands delivering a product to a customer over the counter

Sales

Disappearing Is Expensive

I just got back from a trip. Airports. Suitcases.

April 30, 2026

Customer experience and service

My New Cellphone

I have a new cellphone. And it's not what you expect. I swapped my iPhone for a button phone.

April 29, 2026

Customer experience and service

From Beggar to King

"Carlos, thank you for your messages. I frequently forward them to my team." I receive responses like this sometimes. And every time they appear, they remind me why I insist so much on serving...

April 28, 2026

Customer experience and service

2 Liters of Water a Day

You've surely heard you should drink 2 liters of water a day. That it improves your health. Your focus.

April 27, 2026

Sales

Begging for a T-Shirt

Your customers aren't cheap. If they don't buy from you, it's your fault. You're selling the object, not its meaning.

April 26, 2026

View from the stage towards a group of people sitting in a training room

Sales

Operational Impotence: When Your Team Knows What to Do and Still Doesn't Do It

In front of 50 salespeople, I was put on the spot. My answer that day explains why training excites but changes nothing.

April 25, 2026

A single marshmallow on a plate in the center of an empty table

Service culture

The Problem Isn't the Kid: It's the Room

We've all had people who know what they should do, but don't do it. The marshmallow challenge explains why, and what to change.

April 24, 2026

Leader standing listening to their team in a boardroom

Leadership

You Don't Deserve Applause

A team's results reflect its leader. Most leaders suck. That's why their teams sell less, serve worse, and perform poorly.

April 20, 2026

Sales

I Hate Piñatas

I have 4 kids. So I've been to way too many kids' parties. And there's one part I detest:

April 19, 2026

Customer experience and service

I Like You, But As a Friend

Some people have gold and don't sell it. You can have something amazing. Truly amazing.

April 18, 2026

Sales

How Awful

Mr. Beast makes me really uncomfortable. And I just understood why. It's not that he gives away money on his show.

April 17, 2026

Sales

I Know It Was Wrong

It was 7:00 AM. We had to leave. Or they'd be late for school.

April 15, 2026

Customer experience and service

My Fly Was Open, And I Didn't Notice

Client rejection isn't always personal. Often, it comes from the same place for you and me. We live defensively.

April 14, 2026

Leader standing listening to his team in a boardroom

Leadership

The Day Kobe Bryant Tackled His Best Friend

To achieve great results, your team needs to change. Their mindset. Their actions.

April 13, 2026

Customer experience and service

A Good Kind of Weird

I had a weird professor in college. A good kind of weird. Without knowing it, he taught me something I still see today:

April 12, 2026

Sales

I Was Envious

Your customer isn't stupid. They know when you only reach out because you want something. Like that opportunistic "friend" who never talks to you,

April 11, 2026

Sales

Willy Wonka vs. the Chocolate Kings

This message is for those tired of begging to sell. Have you seen Wonka? It's about a poor, orphaned boy obsessed with chocolate.

April 10, 2026

Customer experience and service

A Shock Bracelet

I once wore a bracelet that gave me electric shocks to become more disciplined. Not a metaphor. Not an exaggeration.

April 9, 2026

Sales

29 Years Late

The problem isn't that the world changed. The problem is continuing to sell as if it hadn't. I'll tell you a true story.

April 8, 2026

Sales

The Sole of the Shoe

Your customers don't buy how amazing your product is. They buy what that product helps them feel, achieve, or solve. And that's frustrating.

April 7, 2026

Customer experience and service

Make This Knot

You want your team to stand out for its service. But it's not happening. They keep serving like it's a market stall:

April 6, 2026

Customer experience and service

In the End, They Both Die

It's frustrating. Knowing you have something amazing, but your customers don't see it.

April 5, 2026

Sales

He Bit His Apple

There's a sign you've already lost the sale. Even before you open your mouth. You know how it goes.

April 4, 2026

Sales

Familiar Faces

There's a reason we easily buy from some people, and not from others. Once, at a barbershop, a business owner told me:

April 3, 2026

Sales

Piled-Up Tequilas

There's a vice that destroys businesses. It almost always disguises itself as strategy. Discounts. The damn discounts.

April 2, 2026

Customer experience and service

Don't Be Like My Grandma

Customer service at most companies stinks. Yes, you read that right. Even though everyone swears it's their top priority.

April 1, 2026

Customer experience and service

I Have a Problem with Parking Attendants

I have a problem with parking attendants. You know, the ones who "help you" park.

March 31, 2026

Sales

A Kindergarten Teacher Made Me Think

To sell, you don't need to fake it. If you think you do... you've been misled. Look.

March 30, 2026

Customer experience and service

Tinder Wasn't to Blame

"Exceeding customer expectations." Many people think that's service. It's not.

March 29, 2026

Customer experience and service

Well, Go Get Me a Coke

"If you say serving is the way, then go get me a Coke!" Some people have told me that.

March 28, 2026

Sales

I didn't need those CDs. But I bought them.

In 2017 I paid hundreds of dollars for some CDs. Yes. CDs.

March 27, 2026

Seller's hands handing a product to a customer over the counter

Sales

The Bone Setter Told Me

Your customers don't buy your product. No, sir. Your customers buy what they believe your product will do for them.

March 26, 2026

Sales

Knives in the Ground

This weekend I was at a kids' party. One of those with inflatables. Kids running around, soaking wet.

March 25, 2026

Sales

Not Even Cristiano Ronaldo Can Do It Alone

Your salespeople aren't gods. They're salespeople. If you expect them to sell all by themselves, you're making a mistake.

March 24, 2026

Sales

Ally or Nuisance

There was a time I preferred sleep to being awake. I won't tell you the whole story today. But I can tell you this:

March 23, 2026

Sales

A Bra for Men

Some think to sell a lot, you need to invent something rare. Not true. You can sell a ton with a common product.

March 22, 2026

Leadership

The Final Constraint

The final constraint of a business is its people. Not the process. Not the course.

March 21, 2026

Sales

Has it Grown Yet, Dad?

You do things with all the faith in the world. And they don't work. About three years ago, I planted a kiwi in the garden.

March 20, 2026

Hands tying the shoelaces of basketball sneakers on a gym court

Service culture

Tie Your Shoelaces: Fundamentals Before Tricks

He won 10 national championships and his first lesson was tying shoelaces. What that says about service and sales teams.

March 6, 2026

Leadership

The Hotel Experiment

Working with apathetic team members is infuriating. It's like trying to push an elephant that decided to sit down.

February 26, 2026

Leadership

Money Makes the Dog Dance. Until it Doesn't.

Most salespeople are unmotivated. They're just 'going through the motions.' And that leads to mediocre results.

February 25, 2026

Sales

I Can't Watch Star Wars

Sexy brands do something special. If you're not doing it, you're playing in the minor leagues. It changes everything: how much you sell and how you retain talent.

February 24, 2026

Leadership

Doing the Duck at Mid-Street

If your team isn't doing what they should, it's not an attitude problem. Imagine this.

February 23, 2026

Customer experience and service

Don't Call Me Charly

What's most frustrating isn't a customer not buying. It's explaining what makes you different, only for them to say:

February 22, 2026

Leadership

No One Wants to Be the Witch in the Story

People don't change because of a course. You know this. You can hire the best speaker.

February 21, 2026

Customer experience and service

17 Seconds Ago, You Didn't Know Him

If you're sick of clients who don't appreciate what you sell, keep reading. I'm with my kids. Out on the street, in a park, or a restaurant.

February 20, 2026

Sales

I Don't Like David Goggins

They say a good salesperson turns any 'no' into a 'yes'. And if you can't, it's because you're not good enough. They're wrong.

February 19, 2026

A hand about to touch a closed door in a hallway

Motivation and purpose

It's not that your team doesn't know how to sell. It's that they don't dare to.

One hundred days seeking a daily 'no.' Jia Jiang's story and what it reveals about salespeople who prefer not to rock the boat.

February 18, 2026

Customer experience and service

A Garden on Fire

Dan Kennedy was at home in Phoenix. It was just another day. One of those days when you don't want anyone to bother you.

February 17, 2026

Sales

They Laughed at Me

I was on stage. In front of about 200 people. And they all laughed at me. Look.

February 16, 2026

Leadership

It Wasn't the Light

Something makes things truly happen in a company. It's not a course. Not a manual.

February 15, 2026

Leadership

2,617 Times

If you feel your team listens but doesn't execute as they should, read this. It's not a lack of effort. This is Roberto's story.

February 14, 2026

Sales

Gordon Ramsay, Pineapple Pizza, and Selling Without Begging

In 3 minutes, you'll understand why your company might be doing everything “right”… yet still end up competing on price. Know Gordon Ramsay?

February 13, 2026

Sales

Get Sharp

Many are struggling to sell. It's not for the reasons they think. Once upon a time, there was a young man.

February 12, 2026

Leadership

The Confession of a Man Who Understood Too Late

There's something they don't tell you when you lead a team. You can repeat what you want a thousand times. And nothing changes.

February 11, 2026

Customer experience and service

An Empty Cafe and a Persistent Old Man

Opening a conversation with a client is hard. Not because you can't sell. Not because your product is bad.

February 10, 2026

Leadership

This is Sparta!

Ever thought: "My team attends, but doesn't advise"? Read this. You're probably about to make the same mistake everyone else does. Look.

February 9, 2026

Customer experience and service

You Have 5 Seconds

"Dad, what happens if you put a bone in fire and add acid?" "Does wood melt with lava?" Questions my kids ask me.

February 8, 2026

Customer experience and service

8 Words

There's something that kills service. It's not lack of process or training. It's when people serving feel less.

February 7, 2026

Leadership

I Lied To My Kids (And I’d Do It Again)

Are you complaining about your team? They don't move. They don't change.

February 6, 2026

Customer experience and service

I Serve, But I'm Not Your Slave

In 2 minutes, discover the #1 enemy of good service. My family and I eat at the same place every Sunday.

February 5, 2026

Customer experience and service

The Strangest Room Service of My Life

This is good. A simple tip to stop losing customers because they don't trust you, doubt you, or are simply afraid to make a decision. Look.

February 2, 2026

Customer experience and service

The Strange Case of Water in Beer Cans

Selling is not convincing. Not pressuring. Not manipulating.

February 1, 2026

Leadership

Do you feel your collaborators ignore you?

Your collaborators don't ignore you. They don't listen for a simpler reason: They don't understand you.

January 31, 2026

Sales

The Syndrome of the Drunk Without Keys

There's a reason your sales are stalled. And no, it's not a lack of effort. It's because you're looking in the wrong place.

January 30, 2026

Sales

Drink Skim Milk

Do you know why companies fail? Why they don't hit sales targets or end up with mediocre service? For a reason much simpler than we like to admit:

January 29, 2026

Sales

Clams, Braids, and Why Selling is So Tiring

Having mediocre salespeople is your fault. Not theirs. And there's something you can do to save them.

January 28, 2026

Empty staff room before opening, with chairs stacked

Service culture

Feel Like You're Talking to a Wall?

I get it. Feeling ignored is frustrating. Asking your team for things and feeling like you're talking to a wall.

January 27, 2026

Customer experience and service

Nemo, Rafiki, and the truth about how your customers think

There's one thing all successful businesses do that others don't. And you can apply it starting today. Look.

January 26, 2026

Leadership

"So, Dad, now you can spend more time with us?"

It was 7:56 AM, on a Sunday. I was in the living room reading a book. All alone.

January 25, 2026

Customer experience and service

A random barbershop gave me an unexpected lesson

In two minutes, you'll recognize the silliest sales mistake. And you're probably making it. Look.

January 24, 2026

Service culture

A Joke, A Reality, and Two Tips for More Sales and Better Service

Training sucks. It doesn't deliver results. Yes, you read that right. At least 70% of people who receive it apply nothing a year later.

January 22, 2026

Sales

A 195-Meter Mistake

You can do almost everything right and still not make sales. And it feels terrible.

January 21, 2026

Customer experience and service

The Day I Blackmailed My Son with Mickey Mouse and Paw Patrol

To achieve great things, you need to change people. To sell more. To provide spectacular customer service. To truly grow.

January 20, 2026

Service culture

The Lesson That Changed New York (and Can Change Your Team)

You want better results. But your team keeps doing the same old things. Let's see.

January 19, 2026