Disagreements are

triggered by real or

perceived threats,

 injustices, and

unmet expectations.

If you’re not seeking a win-win result,

you lose. If, however, you are seeking for

both sides to walk away winners, check this…

Here’s a helpful checklist of steps to keep handy as you seek to negotiate your way through any disagreement with another person or group of people. Following these guidelines can help to disarm real or perceived threats, injustices, and unmet expectations by putting it all on the table and by facilitating (with pleasant assertiveness) forward movement…on the job, or off: 

1)   BOTH SIDES MUST ACCEPT

that the responsibility for striking up a successful relationship, or renegotiating a pre-existing one, is shared.

“Before we set out to produce a useful contract, we both (all) need to accept and act from a position of 50-50 ownership.”  

2)   A FREE, UNRESTRICTED ATTITUDE

must prevail. Agreements that are manipulated or coerced will not last. Those who do not freely choose to agree are not ready to contract with others at any level.

“Before we build this bridge over troubled waters, let us (all) agree to not exert any external stresses on the materials we use, the time we decide on, the people and equipment we choose to do the job, or the costs involved”

3)   BOTH SIDES MUST BE WILLING

 to give fair consideration to one another’s situations, circumstances, opinions, assertions, evidence, concerns, experience, skill, knowledge, and financial and physical and spiritual limitations. Even boss-employee relationships cannot produce something from nothing.

“I’m happy to give you the benefit of some extra hours (days) off if you are willing to put the extra effort in that we need right now, and can get the job done the right way on schedule.”

4)   ANYTHING ANYBODY WANTS

is legitimate. It may not be desirable, advisable, or affordable, but there’s nothing wrong with expressing desires (that are, of course, legal and nonviolent).

“You want a hundred million dollars for this land assessed at $900,000? Okay, you’re entitled to want that.”

5)   Remember the song: “YOU CAN’T ALWAYS GET WHAT YOU WANT” ?

It’s true, and that’s okay too!

6)   YOU CAN CHOOSE TO REFUSE.

You may not want to deal with the consequences of refusing, but you can always simply say “No!”

7)   THE ONLY DEAL ITEMS 

you can put on the table are behavior, results, time and money. Attitudes and emotions cannot be contracted for.

8)   IF YOU OR THE OTHER PARTY

doesn’t have or is unable to provide something, don’t waste time and energy seeking it.

9)   PEOPLE WHO ARE NOT PRESENT

cannot be contracted with.

10)  PUT IT IN WRITING. PUT IT IN WRITING. PUT IT IN WRITING.

11)  BUILD IN  “What Happens If” CONTINGENCY ARRANGEMENTS.

Always take the time to consider “worst case scenario” possibilities. 

12)  MAKE SURE TO SET UP A WAY TO MEASURE PROGRESS.

It’s hard to know where you’re going if you don’t know where you’ve been.   

This adaptation was inspired by a 1985 guideline “When You’re Negotiating” published by Designed Learning, Inc.

302.933.0116    Hal@BusinessWorks.US  

Thanks for visiting. Go for your goals! God Bless You.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

Not all work is labor.

Is There a Crack in Your

Business Liberty Bell?

Dear Ship Captain:

Maybe your people were never at liberty to learn how to hold on to customers when economic seas got rough? No, bungee cords are not the solution! Giving your people the freedom and incentive to learn is the solution. Why now when every penny counts? Because every customer counts! And the bigger the waves, the more widespread the sense of panic — for your customers and customer businesses as well as for your own.

Your customers may not be in the same boat 

. . . but they’re in the same boat!

This of course doesn’t apply if you’re working in a cushy, tax-dollar-supported government position — one of those newly-created jobs we hear about that are simply adding to our catestrophic national debt. (Sorry, had to get that dig in because, regardless of who did what to whom or who blames whom, the fact remains that those artificial “new jobs” are a large part of why things are the way they are.)

Bottom line is that you have to know that being in the same boat as your customers (and your neighboring and affiliated businesses) translates to the need for teamwork in order to survive in storms, and help ensure that every one’s rowing in the same direction. (You’ve seen the Olympic motivational poster: TEAM…Together Everyone Achieves More. It’s true in business too!)

What can you do about weathering this storm

beginning first thing Tuesday morning?

How can you take a firm foothold of quiet leadership? How can you promote and foster teamwork between your own unsteady business and your nervous or floundering customers who may be on the cusp of giving up their loyalty to you, in favor of less expensive products and services?

The first answer: SET AN EXAMPLE. Show your employees and your customers (and other businesses) how to lead your common interests out of the darkness. Sure you have a vote in November, but that’s 60 days away and, even with sweeping changes, it maybe another year before any entrepreneurial-job-creation relief surfaces. (This may help you get started: http://bit.ly/bo3ZJy)

The second answer: FIRST AID. Give your staff a “refresher” crash course on how to trip over yourself trying to delight every customer and every prospect. Keep reminding them to treat every business visit and contact the way they would want their closest family and friends to be treated. Make sure that “The Customer Is Always Right!” is not just a token expression.

Check out an A-1 classic customer service training video entitled “Give ’em the Pickle!” with Bob Farrell http://bit.ly/gD1b6

Develop an incentive planor program that rewards exceptional customer care efforts. Keep in mind that cash is not always the best or most sought-after reward. Read up on Maslow’s Hierarchy of Needs motivational theory; it works. Start with Net MBA:  http://bit.ly/mKk7D Scroll to “Implications for Management.”

The third answer: LONG-TERM CARE. There are many competent training organizations that specialize in customer service and customer relationship development and management that you can contract with for ongoing or quarterly session programs. Annual and semi-annual efforts are a waste of time and money. Here are two of the best resources to contact: 

Consider a customer-centric “Train the trainer” style leadership program from an organization like TBD Consulting (contact Jonena Relth) www.TBDConsulting.com for options that can bring your designated human resource person up to speed to be able to run ongoing in-house programs.

Another strong alternative –and one that can work independently or in concert with a program like Jonena’s– is Pro-Star (contact Meredith Bell) www.ProStarCoach.com –an exciting new way to provide every employee with their own individually customized computer skill development training and follow-up program, one that also allows for each participant to communicate regularly with her or his hand-picked skill development support team. 

www.TWWsells.com or 302.933.0116 or Hal@BusinessWorks.US  

Thanks for visiting. Go for your goals! God Bless You.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

First and third OR

first and reverse?

Given the enviable place to have runners when you’re up (first base and third base), you might think tonight’s post is another baseball story, or first down and a reverse hand-off in football . . . Sorry, sports fans: This one’s about an unusual car, and your unusual business decisions . . . but that’s getting a step ahead; let’s get back to the car. 

I once had a choice of gear combinations for a car I was purchasing. I needed something to get back and forth to college, back and forth to work, and back and forth to parties (some things never change!). A friend of mine, Joe, had THE car for me!

It was an all-black 1954 Sunbeam Talbot 90. Now you may think that sounds like it should be on  the kitchen counter for blending your okra and lima bean smoothies, but it was a car — a classic luxury vehicle in England in its heyday.

It had a sunroof, leather interior, rumble seat, running boards along each side, a hidden pull-out bar in the back, fog lights, six hidden compartments, and barely a mark. It was only a few hundred dollars “because it had a little gear problem,” but “had to be seen,” Joe said. He was right. It was a dream car. Almost.

The “little gear problem” meant I would have to make a decision. I could have only first gear and third gear, OR only first gear and reverse gear. Hmmm. First and third meant revving the thing up to 20-25 mph (which sounded like a dozen weedwhackers in flight), and then quickly “pop” it into third gear (it had “Synchromesh” for gear shifting with some ease) and cruise along, having completely by-passed the missing second gear.

OR . . . I could have first gear and reverse gear – always a good thing, said Joe, in case I ever needed to back up! I asked about speed, but was advised that “something had to go” and I could only have one or the other. With first and reverse, I would of course be able to parallel park, and get out of sticky situations (a date’s driveway?) without having to get out and push.

I could floor it in first and get to the weed-whacker noise level, then pop it into neutral and coast to a crawl, then pop it back into first and floor it again, etc. I took first and reverse. My decision didn’t please a lot of other drivers, but I couldn’t imagine never needing to go backwards.

Has your business been forced to go backwards in this economy? Were you prepared for it? Were you barreling along going forward when you first saw the telltale signs of government incompetence rewarding big dumb companies for doing everything wrong instead of smart small businesses for doing things right? Did you have to shake your head like a wet dog? Are you still?

Decisions that plan for future disaster (building an underground bomb shelter, investing in emergency crank-up radios with every news item about increased awareness of terrorist “chatter,” taking a loss on eBay for your world series ticket options for the Cubs and the Mets) are not always the best to actually implement, but thinking through contingency arrangements is always a good thing.

Developing an exit strategy for a brand new business is like having a pre-nuptual agreement. It seems like a stupid negative influence at the moment of highest positive attitude. It flies in the face of gut instinct. But it is not a bad idea, and it will almost always be of primary concern to any person or entity who is investing in the new business. 

Leave your self and your business “wiggle room.” You may not need to build a bomb shelter, but you’d better know where to go  and when if the business/market/industry or profession you’re involved with, or your state/region/nation continues to step deeper into an economical abyss. Have a plan. Keep it in your pocket. But have one. You might need to back up a little some day. 

Failing to plan is planning to fail.

302.933.0116    Hal@BusinessWorks.US  

Thanks for visiting. Go for your goals! God Bless You.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

Sounds like a plan . . .

There’s something in your mind that you

want to go after and try to make happen?

You’ve been dreaming about it for, it seems, forever. You’ve been careful about not telling too many others, but those you do mention it to give you the same 3-way response: a “that’s nice” smile, an agreeable nod of the head, and a pointed effort to steer the conversation in a different direction. They humor you. They don’t get it.

If you’re in big business or government work, those responses are enough to douse your fire. You get second and third thoughts and then back away and abandon your idea. You’re too invested in your own job security to dabble with ideas that will preoccupy your mind and lead you too far astray from your 401k and pension plan payoffs when you retire in twenty years.

If you’re an entrepreneur, you don’t much care what anybody says, nor with whether they “get it” or not. You’re going to make your idea work regardless of the odds, the opinions, the financial insecurities associated with developing things to a startup stage, and beyond. Retirement and payoffs –even profits from sales– are the farthest thing from your mind.

The corporate executives and government administrators measure their innovative thinking in terms of whether the ideas they come up with fit into the grand scheme of long-term and strategic plans that blanket the organizations they serve. Entrepreneurs innovate without plans. Entrepreneurs have goals. They seek only the “end-result” of making their ideas work.

The odds for reaching a destination point are dramatically increased when goal-setting meets certain requirements and, once acknowledged, the focus is on each step that leads to the goal —- instead of on the goal itself.

                                       

For goals to be meaningful, they must satisfy all four of these criteria:

 they must be realistic, specific, flexible, and have a due date.

                              

Many people give up on goal-setting because they don’t want to feel like failures if a goal is not achieved. If it’s flexible, that won’t happen. Flexible goals can be redefined and be given new dimensions and new due dates. A goal in concrete is not a goal; it’s just a pile of concrete. Those fear-of-failure folks also need to be reminded that fear is a behavior, and behavior . . . is a choice! 

Those who think they have goals, but don’t adhere to all four criteria, have only wishes. And wishes only work for Disney characters!

Reality dictates that what “Sounds like a plan” rarely ever is, and what trys to pose as a goal without being specific, realistic, flexible and due-dated is simply a self-absorbing waste of time and energy, and often of money. Reality calls for disciplined action backed by burning desire. Reality is the stuff entrepreneurs are made of.

Entrepreneurs, some would argue, don’t plan; they just act. This is often true when it comes to describing the ways entrepreneurs appear to function in their business activities, but when it comes to getting started, and their daily pursuits, those who are most successful will inevitably point to having and constantly adjusting genuine goals to make their ideas work! Sounds like a plan, eh?  

 Hal@BusinessWorks.US

Thanks for visiting. Go for your goals! God Bless You.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

Do your business messages 

reach out and grab? 

Do they win meaningless awards?

Or do they just lurk quietly in the

shadows, sucking their thumbs?

Time and again , the slick-talking, 3-piece-suit, hot-shot marketing and ad agency “experts” came swooping and swaggering down into small town America from big city America, and stuck it to star-struck, bedazzled small business owners who learned the hard way that all that’s written doesn’t sell!”

                                                                    

Do your business sales messages sell? Have you been blaming the economy, the competition, the weather and your spouse for lousy words that simply don’t cut it?

Do the words and images your business uses to sell your products and services reach out and grab your ideal prospects and turn them into loyal customers? Or do they stand timidly in the shadows of your business entrance, with their thumbs stuck in their mouths, muttering quietly to themselves about how great your company is?

If your words aren’t getting the job done, you have a copywriting catastrophe, and you are paying dearly for it!

If the words you are using to market, promote, publicize and advertise your business are not attracting attention, creating interest, stimulating desire, prompting action, and promoting satisfaction, you have a copywriting catastrophe. And you are paying dearly for it with more money, time, and effort than your business can afford.

First, you have to ask yourself if the person or entity who’s creating and producing your business messages has the right kind of skill, experience, and attitude to put you front and center on the competitive stage you most want to dominate — your neighborhood, your community, your state, region, industry, profession, nation, planet, or cyberspace.

Next, you need to outline or bulletpoint your goal issues. Be specific, flexible, realistic, and have a deadline.

Then go shopping. But battle-hardened advice would suggest that you avoid flashy Las Vegas-style or upscale “boutique” organizations that ooze out of high rent districts in favor of down-home, in-the-trenches wordsmiths with lots of business background (but not necessarily in your specific industry or business specialty), lots of diverse success stories, and a clear positive attitude.

You want a person or team that is more interested in making sales for you than in winning awards for her/him/themselves. You want a person or team that sees the long-term promise of a relationship with your business and is willing to put a meaningful chunk of fee compensation on a performance incentive basis. A bonus for demonstrated results puts a fire under most butts.

Great copywriting will do more than win sales. It can ignite innovative thinking and create revenue streams. It can reassure existing customers while bringing new ones to your door. It can motivate employees and suppliers alike. The right words can renew. revitalize and pump up entrepreneurial spirits. But, sorry, they can’t make your coffee for you. Cream and sugar?

# # #

302.933.0116    Hal@BusinessWorks.US  

Thanks for visiting. Go for your goals! God Bless You.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

  ~~~The TXTMSG

Line in the Sand~~~

Are you really sure you understand your target market?

Are you still selling what you’ve always sold the same ways you’ve always sold? Are you using the same best sets of words in the same tone of voice? Still giving the same premiums and discounts and “special” offers, the same warranties and reassurances? Still emphasizing the same benefits and features?

If your answer to any of these questions is leaning even just a little bit toward yes, odds are you have either gotten lazy, have not been keeping up with the times, have not been sizing up your target market the right way, or you’ve been spending too much time in Disneyland.

Let’s eliminate the first and last choices and assume you are being conscientious, but have maybe lost touch with some of what’s going on in your customer (buyer) and consumer (user) markets (which of course are sometimes one in the same and sometimes different). Consider this:

They seemingly cannot

                                       

function for more than

                                    

a  couple of minutes

                                 

without looking to see

                                  

if they are receiving a

                                      

text message.”

                       — Fred Hertrich, Professor of political science, Middlesex (NJ) County College,   describing one of the prevailing winds in today’s college student population – to underscore: 1) the frustration of many teachers trying to deal with rooms full of distracted people and 2) the necessity of today’s faculties to communicate with students electronically.  

(East Brunswick, NJ, Home News Tribune, 8/21/10)

Has the prospective customer or consumer you seek most to influence crossed the line of electronic literacy? “But,” you say. “I’m not selling electronics!” Perhaps, but you are selling to people who are either electronics-literate or not.

Computer savviness is no longer the guide (unless you’re selling to nursing home residents) because everyone knows something about computers. The place where the line is drawn in the sand is:

THE TXTMSG LINE

Most older-than-45 people can and do use cell phones, check websites, visit blogs, send emails, search Bing and Google, and purchase online. Most know how to use WORD and many use Twitter and Facebook. But very few of these folks text message because they grew up in a different world.

Older Americans learned that “correct” and “proper” communication depends on neat handwriting and that spelling, punctuation, and grammar are paramount ingredients. Lax email messaging is about as far as these folks will comfortably stray. Texting is to them like “Emails Gone Wild!” and too “teeny-bopper” cult-like to be able to relate to.

Well, that may not mean anything to you, unless you’re targeting 20-somethings or 60-somethings, who clearly will not respond positively to the same old kinds of messages delivered in the same old ways. It’s not a bad idea to periodically step back and reassess what you’re saying to whom, and how you’re saying it.

Think of it as a

GR8 NU WAY 2 C HOW UR MAKIN UR PT.

www.TheWriterWorks.com or 302.933.0116 or Hal@BusinessWorks.US  

Thanks for visiting. Go for your goals! God Bless You.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

CONNECT THE DOTS . . .

#1.  It has been proven conclusively and repeatedly that job creation is the only pathway to economic recovery, growth and stability.

•  Federal statistics released this week demonstrate that U.S. jobless rates continue to rise. The value of the dollar continues to fall.
•  None of this matters to you? If you run a small business, it should. And what follows may matter even more to you.

 #2.  America’s entrepreneurs constitute this nation’s “agent of change” talent pool. Entrepreneurial ventures now account for over 30 million small businesses in the U.S.

 #3.  The overwhelming majority of new jobs in the U.S. is — and has always been — created by small business.

 #4.  The federal government – with no business experience at any level — has been giving staggering amounts of cash handouts to big business, which creates virtually no new jobs.

 #5.  Federal civil servants (which is a nice way of saying “people who haven’t an ounce of entrepreneurial spirit or savvy, and probably haven’t a single innovative hair on their bodies”) received an average pay and benefits in 2009 [according to a USA TODAY analysis reported today] of $123,049. The average private sector worker earned $61,051 total.

Where’s the incentive?

Misplaced of course. And why would you not look to a federal employment career where you can make twice as much money as you could by working for a private business? You’d have to be crazy!

On the other hand, maybe you believe in yourself (not a common characteristic among federal employees . . . except for those who hold elective office).

Maybe you actually believe in the spirit of America, and don’t care about being disregarded, dismissed and just plain dissed. You think it’s time to take a stand for small business? You either do or you don’t.

If you don’t, you’re clearly in favor of providing bailouts to corporate giants and gargantuan financial support programs for totally useless federal ventures that – like most federal civil servant position compensation plans – simply drain the economy and put nothing back in. Is that what you went into business for?

Brain surgery certification is not a prerequisite for being able to understand that small business represents America’s only viable economic solution, and that continued reckless spending to underwrite federal and corporate pursuits is not the answer.

It’s a safe bet that any small business owner could easily and realistically $100 million in totally wasted spending inside of a ten-minute interview. Start with federal employee salaries!

 “The average federal salary

                                         

[according to USA TODAY],

                                

“has grown 33 percent faster

                                 

than inflation since 2000. . . 

                                      

and pays an average of 20

                                       

percent more than private

                                 

firms for comparable

                            

occupations.”

Federal workers are overpaid. Period.

Oh, and what are they overpaid WITH? Tax dollars of course. And how many of those tax dollars come from honest, hard-working, small business entities? Connect the dots.

Does it frustrate you to have your business growth and job creation opportunities be constantly limited and handcuffed, be over-regulated and over-taxed by politicians who are supposed to be representing you?

Does it undermine the very existence of your business to have to answer to politicians who are not business-minded, have no sense of business, do nothing to stimulate a competitive environment in the marketplace, and just don’t get it?                                                                                                    

 If these situations bother you, there are two important things you can do:

 1) Put your business into overdrive

. . . and develop more innovative and more economical ways to market your products and services, and to attract and reward and appreciate your customers.

 2) Start taking steps on your own behalf

. . . and on behalf of restoring this nation’s economy, by working with others in your industry, profession and community to replace those who spend what you earn on initiatives designed to hold you down, so they can spend even more of what you earn.  

# # #

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Hal@Businessworks.US   302.933.0116

Open  Minds  Open  Doors

Make today a GREAT day for someone!

Nine “Do Not” lessons

learned from 30+ years 

of sales-winning advertising

I know, accenting the negative isn’t always the best thing, but if you know what NOT to do, it’s a lot easier to figure out what you can and should do. I don’t pretend to know what you can and should do, but I sure can tell you what I’ve found out that doesn’t work (and throw in a few hints about stuff I know that works better!).

Here’s the scoop:

1. Do NOT advertise that you have integrity, or even about what wonderful integrity-inspiring things you or your business have done. When you conduct business at all levels with a high-trust approach and attitude, you will gain or boost a reputation for integrity that speaks for itself!

2. (…and this is really #1): Here is the single most difficult marketing, advertising, sales and PR challenge to face for all businesses everywhere (yes, you did indeed read that right: “all businesses everywhere”)– ready for this? — Do NOT promote how great you are to the rest of the world. Nobody cares. Well, maybe your mother cares, but nobody else does.

3. Do NOT get too cutesy. Readability must come before cleverness in font (lettering) use and treatments (Italics, boldfacing, spacing, underlining, shadowing, using a horseshoe for the letter “U” or crossed swords for “X” or an egg for “O”…etc.). And don’t trust a designer to worry about readability; most have no training or experience in how to design with and around text, especially branding lines.

4. Do NOT emphasize product and service features. Nobody buys features. People buy benefits. Make sure your marketing, advertising, sales, promotion and PR efforts focus on benefits — on answering the question, what’s in it for me?

5. Do NOT buy into fancy dog and pony presentations that stress how the work a creative service provider individual or organization or group or team can do for you will put you head and shoulders above the rest of your industry or profession. Get rid of creative service providers who seem more interested in winning awards for themselves than in making sales for you. Use performance incentives.

6. Do NOT ever accept a media rate that’s printed on a “rate card” or “rate sheet.” Think of it as the asking price for a house just put on the market this morning. Media people who aren’t willing to work with your budget aren’t worth your time and consideration. There are always other ways to market your business.

7. Do NOT try to hand-off advertising/marketing/PR responsibilities to someone who works with you because they articulate well or can write a mean email. And don’t try to do it yourself unless it’s what you specialize in. Remember that there are two success keys involved: writing skill and psychology expertise. Persuading customer and prospect brains is what it’s all about. 

8. Do NOT communicate too little or too much. Ask prospects and customers what they think the right amount of information is. Have someone who’s experienced at it run a focus group for you to get these answers, and to test alternative marketing approaches. 7 target market representatives for an hour works for this purpose. Give each a $20-$25 value reward for their participation.

9. Do NOT “settle” for ads, commercials, websites, landing pages, blogs, brochures, news releases, or social media executions or strategies that don’t feel right! If you don’t feel sure about something, remember it’s your business. Your gut instinct is your best decision maker.   

www.TheWriterWorks.com or 302.933.0116 or Hal@BusinessWorks.US  

Thanks for visiting. Go for your goals! God Bless You.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

Dear Corporate Guys. . . 

Open minds open doors!

Sometimes, when people and organizations get too big for their britches, they have a tendency to shut down their receiving antennas. They can become especially resistant to the idea of being taught a lesson by the smaller, younger whippersnappers that they once were. But here’s the deal, Neal (Sorry; been writing rhyming verse today). Any entrepreneur will tell you:

You’re missing major sales 24/7

HA! you say, you have a great salesforce, a top-notch explosive website, and wonderful customer service people. That may be true on all three counts, though not likely. Them’s fightin’ words, you mutter under your breath, behind your glimmering smile. That “them is fightin’ words” may also be true. But here…is reality:

You’re missing major sales 24/7

Pick up the phone right now, before you even read the next paragraph, and call (not a number you know) any number for your company that you can find (IF you can find one) on your company website. Start with your homepage and troll around until you think you have a number that could answer your question about what quantity discounts might be possible for major purchases.

Odds are that if you are not put through a barrage of push-this-to-get that instructions, which are unlikely to offer any bulk purchase information anyway, you will be put on hold listening to some imbecilic message wrapped in static, and maybe escape the telltale buzzing followed by: “If you’d like to make a call, please hang up and try again.”

Okay, you get past all that. So ask. What arrangements are possible to make if I want to purchase 500 or 1,000 or 20,000 units from you? Who is the person I should speak with about quantity discount options? About custom-designed or packaged versions? Delivery timelines? About how staggered purchases can be when market testing is involved?

You’re missing major sales 24/7

Have you any idea how many sales slipped through the cracks this year because your company only talks user-friendly, but doesn’t leave doors open for prospective customers? Take a guess. Are you willing to admit that customers may have questions that simply can’t be accounted for by a program developed by some geek who doesn’t know spit about how and why people buy what they buy?

I wasted nearly two hours this week calling numbers I had to pry out of websites for three of the world’s biggest consumer goods companies. After battling to get past automated messages and static on-hold music from a company that truly should have offered superb listening, I began to feel frustrated. Hmmm, maybe they don’t want to sell stuff!

Then, after getting seven disconnects from one company and four from another, I finally spoke with stupendously pleasant people who –once they managed to slow down the pace of their speech patterns at my request– turned out to know nothing. Although, one did give me the name of a person to call and email. Another promised to “look into it” and would email me; that was two days ago.

Customer service departments should all be deleted anyway. When all employees are trained right, and accessible, there’s no need for separate (and expensive) customer service staff! 

You’re missing major sales 24/7

Oh, the call number I got, by the way (which I double-checked!), was a fax machine. The email address was answered three days later by someone else who said the person I had emailed was long-gone from the company, and how could I have ever gotten that name? (Instead of: “We screwed up, but what can I do to make things right for you?”)

The calls I made, FYI, were legit. I was representing the interests of a client who was actually considering purchasing a couple of hundred thousand dollars worth of merchandise for major promotional use (the purchase of which, alone, may afford another hundred thousand dollars worth of unpurchasable positive publicity for the supplier!), but the client wanted answers now, not days from now.

Did you make that call yet? You might be surprised by what you learn.     

www.TWWsells.com or 302.933.0116 or Hal@BusinessWorks.US  

Thanks for visiting. Go for your goals! God Bless You. God Bless America.

“The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!