Archive for the 'Customer Service (CRM)' Category

Jan 04 2011

YOU HAVE TEN SECONDS! Nine. Eight. S

TEN  SECONDS !

                                               

Front burner food for thought

                                  

for every sales and

                               

leadership encounter!

First, recognize that every form of leadership gets its salt and pepper from the world of professional sales, and particularly for spicing up the first ten seconds of every encounter, which is the amount of time used to “size up” a leader or a sales pro.

Second, since everybody seems to love acronyms (especially all those tax-dollar-paycheck-justification head-cases in government and big corporations), here’s another acronym to write on the palm of your hand . . . or on your knee, perhaps, if you wear skirts:

TEN SECONDS

(I hear your brain ticking away as we speak.)

T

TONE— Set the TONE by being on time with your neat, clean appearance (from clean shoes and clothes, to deodorized skin, clean nails and teeth, and neat hair — briefcases and pocketbooks count too!). YOUR VISUAL APPEARANCE consumes second #1 of being “sized up.” The same dynamics apply to email and text messages that appear crisp and friendly, that don’t assume too much with abbreviations and attitude.

E

EVERY — EVERY smile :<) is a free gift you can give to others. Make it genuine (people can tell, even by phone, when it’s not). It consumes second #2. And E is also for EYE CONTACT (neither probing or riveting stares, nor sideways glances). Keep in mind that people can also tell when a phone call connection is distracted. Ask if you’re interrupting. Offer to call back.

N

NUANCE — Your handshake (neither bone-crusher nor fish fillet) takes up second #3 and either confirms and reinforces the first two seconds, OR raises a mental-red-flag cause for doubt about you and the products/services/ideas you represent.

Tick-Tock, Tick-Tock, Tick-T. . .

S

START — START with a friendly clear greeting and question.

E

EACH — Remember that EACH of the first ten seconds that passes will make or break your sale or degree of leadership acceptance.

C

CONVERSATION— Begin with a brief (“elevator speech”) summary that “BILLBOARDS” what you have to sell: Use emotional triggers. Tell a story with a beginning, middle, and an end, and that’s persuasive . . . all in seven words or less, then ask for the sale (since it takes 5-6 attempts to close a sale, you can’t start asking too soon).

O

OPEN — OPEN your ears and listen with care. Ideally, you’ll listen 80% of the time after these first ten seconds, and speak 20%.

N

NOTE — NOTE what’s said (and what’s not said) right from the git-go. Actually write it down. Ask the speaker to slow down so you can jot a couple of reminder notes of what she/he says. Ask for examples. Nothing flatters like an attentive listener and note taker.

D

DECIDE — DECIDE if the prospect is worth your time and energy (especially on a trade or professional show or showroom floor) and politely dismiss yourself from window-shoppers and tire-kickers when you’re busy. When you’re not, get engaged and practice!

S

SELL — Too many salespeople (!) and leaders forget to sell!

# # #

931.854.0474 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! 

No responses yet

Dec 29 2010

Worst 10 NO-NO Words for 2011

STOP holding your breath!

                                      

Just don’t use these words.

                               

Reported in today’s Marketing VOX/News, are the results of LinkedIn‘s survey of its 85 million member profiles. Among other things, the Top 10 most-overused buzz words (and word pairs) by professionals in the United States are itemized.

I have presented them here for your own personal and business branding edification, and for your editing and deletion pleasure, as you beef up your turn-over-a-new-leaf-for-2011 identity and add some transparency to your camouflaged bio sales spiel.

You know the “identity” and “spiel” I’m talking about . . . it’s that “profile” thing . . . the one you’ve plastered across the Internet with your ten-year-old, hold-your-breath-in photo? That’s the one. 

It’s that sweet, down-home, good-ol’-boy (or, you-go-girl) slick-and-nifty (you remember them?) packaged presentation of you.

How do I know? Because I’ve seen you on LinkedIn, Twitter, Facebook, Salesblogcast, BizBrag, NAYMZ, Plaxo, ActiveRain, EConsultancy, Merchant Circle, Technorati, iSalesman, WordPress, and the 37 gazillion other sites you subscribe to, or have an account with.

It’s 2011. It’s time to clean up your act!

                                                                                                                    

According to LinkedIn findings (And I mean, really, how could 85 MILLION people be wrong?) :

You would be well-advised to cease and desist use of any of the following words in resumes, business blog posts, email and website content, media and direct mail advertising (and, yes, in your hot little profile) for fear of being over-buzzed:

  1. Extensive Experience

  2. Innovative

  3. Motivated

  4. Results-Oriented

  5. Dynamic

  6. Proven Track-Record

  7. Team Player

  8. Fast-Paced

  9. Problem Solver

  10. Entrepreneurial

                                                                        

In answer to your next question: No, I do not pretend to be immune from the stupidity of the masses in using these descriptive terms. I have used them all (maybe that’s how they got overused?), and –in fact– I am probably among the leaders of all active online Americans in continuing to use them (I know, I know, a visit from the devil is coming!). But I promise to start cleaning house.

And you can take that promise to the bank. You know why? Of course you do. You were waiting for this, right? Well here y’go:

Because my extensive experience in igniting innovative, motivated, results-oriented commitments to change is accompanied by a proven track-record of dynamic proportions. Furthermore, as a team player, I am dedicated to being an entrepreneurial, fast-paced, problem solver who delivers words that sell — online and beyond.

Then again, sometimes “overused” (like with my 20-year-old workboots that are more comfortable and better made than anything sold on this planet) can be a good thing — especially when “entrepreneurial” is in your blog heading!

Tune in tomorrow for a special New Year’s message.

 

# # # 

www.TheWriterWorks.com

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!

One response so far

Dec 28 2010

Carpe Momento!

Seize the moment!

 

Trying to “Carpe Diem” (grab hold of an entire day) in these relentless times, can breed toxic troubles in your relationships and send chills up the spine of your bankbook. But “moment at a time” works.

                                                                                                  

The days are history when we all thought we could bite off more than we could chew and get away with it. Carpe Diem–from its humble creation by lyric poet Quintus Horatius Flaccus (known primarily as “Horace”) between 65BC and 8BC–has quietly and dormantly stood the test of time, even up to 22 years ago! 1989? What happened then?

Robin Williams’ inspiring performance as a 1959 boys prep school teacher in the classic movie, Dead Poets Society, reinvigorated and redefined the seize the day expression for an entire generation. Most of you who are reading this right this minute were at least around at the time of that screen debut. But guess what?

The breakneck speed of technology has so revolutionized our world so rapidly that even THAT is now ancient history.

Life is moving so fast.

Almost all business is a reflection of the needs and wants of the societies and communities that house each of them.

Business owners and managers are scrambling just to keep pace . . . even as they continue to struggle with the still plummeting economy and job market. 

                                                                                                            

There’s a steadily emerging new emphasis on immediacy and responsiveness. FOR INDIVIDUALS, this means getting out of and away from that unproductive, hope-based, dreamlike existence so many have chosen to pursue and, instead, start taking action!

Return messages. What are the most productive roles to play with needy friends? Without meddling or trying to commandeer the day, provide here-and-now support where you can.

As with 3-D Leadership, lead by example. Teach yourself to respond instead of react! Pace yourself to match your capabilities, but don’t underestimate what you’re capable of, especially when you don’t need to block out a full day to get ‘er done! Oh, and trust yourself more, will you?!

Don’t just live FOR the moment.

Live IN it!

                                                                   

This translates to having a more pointed sense of urgency. FOR BUSINESS, having a present-moment mindset can’t help but impact the bottom line positively. Let all dealings with employees, customers, investors, referrers, vendors and suppliers, professional services ring with a Do It Now! attitude . . . from finance to operations to marketing.

Responsiveness

is the new transparency

because responsiveness is

    married to responsibility!  

                                                                         

Yes, we all need to be more on top of our lives and our businesses in 2011 than we were in 2010. With a full third of our existences (2,920 hours a year) consumed by needed sleep –or wishing we could– we’re left with 5,840 hours of awake time. This of course hasn’t changed much since the beginning of time, but the rate at which we consume those 5,840 hours has slammed our sensibilities.

Well, the way I see it is that seizing any single day out of 365 is not really within the realm of possibility anymore (unless it means rocking on the nursing home porch), but I sure as hell can seize one minute at a time! And my reward is that it keeps me in touch with the fun and reality of the personal and business lives I lead without leaving much room for upsets, stress, and disappointment. 

How do YOU see it?

 

# # # 

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 THIS moment a GREAT moment for someone!

3 responses so far

Dec 21 2010

DEFRAGMENT YOURSELF!

When you finally slow down for

                                          

(or from) the weekend,

                                      

DEFRAGMENT!

 

 

No need to explain why. You already know all the economy, industry or profession, marketplace and competition reasons.

So let’s get to the heart of it. Use this slow-down-time period to step back, adjust your glasses, put your hands on your hips, stretch, yawn, take some deep breaths, and defragment — put all the pieces out on the table.

                                          

Start with your business . . .

What’s been going on these past few months? Weeks? Where’s your business now, and where’s it headed?

~~FINANCES?

Management? Strategies?  Communications? Budgets? Investors? A/R? A/P? Cash flow? Payroll? Other overhead? Reimbursements? Taxes? Revenues? Charitable donations? Profits? Accounting systems? Bookkeeping services? Add your own here: _____________________  

~~OPERATIONS?

Management? Strategies? Communications? Equipment? Supplies? Storage? Shipping? Inventory? Warehousing? Operating systems? Work flow? Scheduling? Purchasing? Leases? Legal actions? IT? Add your own here: _______  _________________________________   

~~MARKETING?

Management? Strategies? Communications? Branding? Sales? (Yes, sales is a function of marketing.) Public and community and investor and industry relations (Also all marketing functions, including news releases, special events, blogs, BUZZ)? Advertising (another function of marketing, including online, traditional and direct media . . . as well as the creation and production of all of it) Pricing? Packaging? Promotion? Merchandising? Social media? Add your own here: _____________________________  

~~HUMAN RESOURCES?

Management? Strategies? Communications? Benefit programs? Customer Service? Referral values? Recruitment? Hiring and firing? leadership, teamwork and skills development training? Performance incentives? Motivational programs? Add your own here: _____________________________

                                                  

[So you noticed those 3 primary targets for each category, huh? Well, in my experience, poor management, poor (or no) strategies, and poor communications have consistently been the primary reasons for business failure!]

                           

That should give you a place to start. When you’ve exhausted your business thinking, switch gears to your SELF.

 

What’s been going on these past few months/weeks  with YOU? Where are you now, and where are you headed?

                                                       

~~HEALTH & FITNESS?

Are you squeezing in enough exercise every week to keep yourself in decent shape? You need not lift or jog for three hours a day and eat powered protein shakes with 37 raw eggs for breakfast in order to stay physically fit.

Many experts say 3 hours a week of brisk walking and avoiding overdoses of red meat and fatty foods will suffice for most people with busy schedules. Are you getting routine medical and dental health checkups as recommended? What do you need to do to motivate yourself in these directions?  

~~FAMILY & RELATIONSHIPS

Are you spending enough quality time with children, parents, spouse or significant other and (get your finger out of your throat!) your in-laws? How can you combine some time-consumers more productively? Walk with family members or friends. Partner up for health tests (easier to deal with when you have company).

Get serious about sharing healthy food preparation ideas, recipes, and meals. Small specialty of handmade gifts and handwritten thank you notes work wonders as relationship cement. Add your own ideas here: ____________________

~~SELF-EXPRESSION, SELF-AWARENESS & SELF-DEVELOPMENT

Surely you know what you need to do in these categories to defragment yourselfand move forward with the adventures in creative expression and self and academic learning that you’ve always wanted to fit into your life, but never chose to make the room for. Now’s your chance to choose, and blame it on me!

The more you can learn about yourself, the better you’ll be as a leader and coach and role model . . . the better prepared you’ll be to inspire and motivate others to productivity and peak performances. Choose to make yourself make room for this. 

                                            

Weekend time slow-down periods are the perfect times to reevaluate and make commitments to yourself.

No, not token promises that never happen. Get serious here for a minute.

You have only one life, and the rest of it starts the minute you leave this blog post, so how about making the rest of your life make the kind of difference you’ve only ever dreamed of?

Hey, what’s to lose by trying?

 

 # # # 

www.TheWriterWorks.com

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!

No responses yet

Dec 16 2010

SKIMPING ON CHRISTMAS

Businesspeople down in

                                

Onunderoverup

                           

are too busy blaming

                         

instead of solving.

                                                  

“Down in Onunderoverup”? Huh? Oh: Down and in . . . Revenues and profits are down. It’s the worst holiday shopping season in memory. In and on . . . Brick and mortar businesses are getting killed by the invasion of online businesses. On, under, and over . . . Online businesses are being undercut by overkill retail sales events. Up . . .C’mon folks, let’s own up to the reality that this is a bite-the-bullet Christmas for probably two-thirds of all Americans.

 

IF — like many others this year who don’t work for do-nothing, free-spending government agencies or bailed-out corporate giants — IF you happen to be having a tighter Christmas ahead than those you’ve left behind, you may want to consider three points:

  • Unless you choose for it to be (behavior IS a choice), you need not think that it’s corny, hokey, old-fashioned, ancient, not P.C., or “yeah, so?” (Thoughts are things!), to consider this first point.

1)  Here’s how it goes: choose for a minute or two to think that Christmas is not all about you, except as a a joyful celebrant.

While you’re staring at your screen right now, dismantle the whole holiday stress clog-up in your brain (take some deep breaths) so you can step back with a fresh perspective and see Christmas more realistically, for what it is: the celebration of the birth of Christ.

                                                                  
  • Okay, now, flying on the shirttails of the first point, comes this second point to think on.

2)  How have you chosen to let others (and your self) set you up over your lifetime to choose over-the-top artificial representations of this joyful event to bump the real thing off into the wings from stage center?

How have you become victimized by decades of deep and hard-hitting commercialism?

                                                                                   
  • Have all those sales, ads, commercials, emails, txtmsgs, endorsements, and “perfect family with perfect dog in their perfect home setting” images left you with the guilties because you can’t afford that surprise diamond or vacation gift for your spouse this year? Because the kids will have to settle for the cheap iPod and a slightly used Wii? Just one chew-bone and a single squeaky toy for Rufus?

3)  Welcome to reality. It’s the same place that many (probably the majority) of your customers have been quietly and more steadily inhabiting over the last couple of years.

It’s not just you. It’s not just them. It’s the vast majority of the world that’s actively downsizing 2010 Christmas gift-giving and expenses.  

                                                                                             

Well, realizing that you’re not alone sometimes serves to soften the edge. You should, by the way, also know that I am not a minister of any kind, nor have I any religious drums to beat . . . what then?

It’s Christmas!

Skimpy perhaps by past life standards, but this is this life, here and now.

We only go around in it once, and we’re in it together:

business owners, partners, managers, employees, suppliers, investors, service and sales professionals, referrers, AND customers! 

                                                               

In a time of year that accents good will, “blame” is a nonproductive misfit. In a time of life that businesses struggle with the economy, fixing the economy becomes Job One for businesses.

What can yours do? What can you do? What can you do now, tonight, tomorrow, to take a major step toward righting your ship?

# # # 

www.TheWriterWorks.com

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!

No responses yet

Dec 11 2010

Your Most Important Asset?

Well, It’s Your PEOPLE,

                                                          

Of Course!

 

 

Whether it’s your spouse helping with bookkeeping while you run a home-based business, or it’s a workforce of 3 or 300 or 3000, if you are not doing a GREAT job of motivating each of them, your business will never get where you want it to go.

Having the world’s greatest business plan, fat investors, and full access to cutting-edge tech systems and equipment means zip without committed support from those who work with and for you! Your PEOPLE are your most important asset!

And that kind of support only happens with your consistent leadership by example.

Job one is to do whatever it takes to figure out how to best open each individual’s mind, then open it, then keep it open.

Because open minds open doors.

 

The more people are encouraged to think for themselves, and to think in innovative terms, and to always think first of customers, the more opportunities they will create — for both the business and themselves, which translates to steady growth.                                                   

3 Key questions to ask yourself (and answer) in order to succeed and grow:

_______________________________

1)   Can you readily identify and separate your internal and external customers?

2)   Can you really tell the difference?

3)   What percentage of every day are you marketing to them?

                       

This set of questions and answers is all about your ability to market your people, market to your people, and market through your people.

Successful entrepreneurs focus intently on these (above) fifty or so words . . . take a minute!  

 _______________________

Do you think that the meaning of customer service is to have dedicated customer service people?

Successful entrepreneurs charge every employee with customer service responsibilities all of the time. Parttime assistants as well as the most senior officers need to be able to handle every customer service issue at any time.

Customer service interruptions should be the rule, not the exception. 

                                                   

Can you “ask, don’t tell” with the words you use? Unless you’re a creative director guiding designers and writers, can you “engineer, not architect” with verbal pictures you paint? 

When you lead by example, can you diagram ideas, and resist “giving orders” in favor of putting others and yourself on the same side of the solution table?

Successful entrepreneurs recognize that marketing through their people means being careful with what is said and how it’s said.  

                                                                                     

Are you breeding entrepreneurs (and can you manage them)? Or are you breeding investments in the status quo (and can you manage that)? Are you encouraging enough reasonable risk-taking? Are you rewarding failure when great efforts are expended?

Do your actions take the 5-step direction of:

1) THINK

2) CREATE

3) THINK

4) INNOVATE

5) THINK

?????

                                     

Creativity only happens when thinking stops, and innovation requires re-activating THINKING in order to take the creative ideas all the way through every step of the strategic process from concept to launch, with all anticipated needs addressed. 

Then THINK AGAIN — Assess the innovative plans and designs.

                                                               

# # #

                                                      

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!

2 responses so far

Dec 09 2010

IT TAKES ALL KINDS . . .

Hey!

                        

Did j’hear the one about…? 

                                                                                                                                                                   

 

You know how in between all the business emails, you get all kinds of email junk FWD’d to you every day from well-intentioned friends?  It’s like spam that’s endorsed (vs. unsolicited, which is much easier to delete). 

There are the emails and attachments from ”the guys” who have somehow convinced themselves that you are the perfect compatriot to share piles of what they think are yuck-it-up jokes. You know, the ones that come out of the same distasteful sexist denial closets as: _______ and _____________ and ________ and (fill in your own long list of politicians and star athletes here).

Then there are the “other guys”  (sometimes the same ones) who love to bombard you with x-rated porn talk and photos and videos because they get off on it and can’t imagine anyone not being pleased for the viewings.

                                                                                 

Oh, yeah, and less offensive but equally weird, there are the schmaltzes who send every dripping piece of Hallmark-style drivel that gives you the creepy-crawlys just to scroll through them. And pull-ease, don’t dare to not FWD what you agree with or risk being cursed for life.

Well —-it takes all kinds, my Mother used to say (an Irish philosopher, of course!)

Now I’m hardly a prude, and I enjoy a good email joke as much as anybody.  I especially love getting emails filled with spectacular photos of spectacular places (The Noth Pole, outer space, the African “Trench,” Armenia, the inside of a rattlesnake’s fang or a hummingbird’s hummer) . . . stuff I know I’ll probably never see otherwise . . . I guess I’m kind of a National Geographic junkie when it comes to those “Aha!” attachments.

But, you know what? 

The FWD’d emails I like best

are those that make me think.

                                                                          

The best of these that I’ve seen recently (anonymous origins of course) has provoked me to wrap tonight’s post around it because I think it’s something worth sharing, especially on the advent of our joyous and peace-filled Christmas and New Year’s holiday season. Here (with a two-sentence disclaimer) are four great thoughts for the holidays:

Disclaimer: Personally, I try to never use the word “can’t” or “cannot” because I truly believe that everything and anything CAN be done, but this “cannot” list (which follows) stopped me in my tracks.  It made me think.

                                                    

Tell me what YOU think . . . 

(Comment below or call or “Tweet” me or shoot an email with “4 Things” in the subject line)

FOUR THINGS

YOU CANNOT RECOVER . . .     

1.  The stone, after it’s thrown.

2.  The word, after it’s said.

3.  The occasion, after the loss.

4.  The time, after it’s gone. 

                                                                                   

Put your own spin on this, think about what it means to YOU.  Make the conclusion you come to about it work FOR you, not by regretting, but by being kinder than necessary, kinder than you usually are, kinder perhaps than you want to be.  Go ahead, try it for the holidays! What have you got to lose?  A little kindness?  Hmmmmm.

# # #

 

www.TheWriterWorks.com  

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!

2 responses so far

Dec 08 2010

Are You Selling What You Think You’re Selling?

If you didn’t know you,

                               

would you buy

                             

what you have to sell,

                                    

from you? Are you sure?

                               

MacDonald’s sells consistency, not hamburgers. Golden Arches customers know they can get the exact same fare prepared the exact same way at any of their “I’m Lovin’ It!” locations in the world. It’s like a security blanket for your stomach (assuming your stomach can stomach what’s served up!)

Revlon’s founding family president Charlie Revson was often quoted as saying “We don’t sell cosmetics; we sell the promise of sex to single teenage girls!” Airlines don’t sell seat rentals; they sell destinations. Churches sell redemption and hope. Disney World sells brain escape. IT businesses sell “solutions,” but often just add more problems.

Self-appointed SEO and Social Media “experts”? They don’t seem to know what they’re selling. But –by now– YOU must have a pretty clear idea of what works for you, or maybe not . . . 

How about YOUR business?

  • Are you putting out “mixed messages”?

  • Do those people you seek to attract as customers get it?

  • Are you presuming or have you actually asked them?

  • Do your customers buy what you have to sell, or what you claim to be selling?

  • Are you selling real products and services or images of what the benefits are that one gets from buying your products and services?

  • Have you made your marketing effort an exclusively online production?

 

If you are selling benefits (and you SHOULD be, by the way), does that represent some sense of ethical compromise to you? If you’re not doing that (and instead emphasizing and selling features, for example), has it occurred to you that your competitors surely are or will be selling benefits?

Do you think you would have lasted long in the passenger airline industry selling short-term rentals of seat manufacturing components while competitors sell happy couples skipping through the Caribbean surf or exploring Mediterranean fishing villages, or visiting Hawaiian mountain waterfalls, or diving off Mexican cliffs, or singing and dancing in Austria’s Oktoberfest?

When did you last sit still long enough to really take apart your sales message and examine the pieces?

 

Do the words work? Do they sell? Is there one word too many or too few? What you think you’re saying and what in fact communicates may be two separate things. How does your sales message look? How does it feel? What’s the intent? What did you discover by answering these questions?

How can you tweak or adjust or revamp or update what you have to make it better? To make it sing? To make it reach out and grab? If any of this leaves you puzzled and you are earnest about improving the process of selling what you’re selling, call me. No telephone fees. No strings attached. I’ll give you ideas. If you want more than ideas and I can’t help you, I can point you in the right direction.     

# # #

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!

3 responses so far

Dec 06 2010

Walk The Talk!

Follow, deliver, be urgent

                        

and reckless

                              

hardly sounds like a

                       

success formula, but 

                  

. . . NOTHING in business is more telling about the character and integrity of an individual or organization than the honoring (or not) of commitments.

 

  1. Consistent follow-through and follow-up

  2. Delivery of what’s promised when it’s promised

  3. An all-pervasive sense of urgency, and 

  4. The reckless pursuit of customer delight

. . . are the marks of true business leadership.

                                                                 

Underpinning those magical business attitudes are respect for others, and a mission to maintain quality and value at every turn.

Besides –that all by themselves– those qualities make for explosively productive marketing and branding programs, regardless of the nature of the business or the goods or services offered.

Humans buy benefits first, attitude of the provider or supplier second, and product or service features a distant third.

                                                                

Who knew? Not most business owners (who continually insist on marketing features first, and who routinely dismiss attitude issues as ones that impact the bottom line, and that they have little or no control over).

In fact, benefits and attitude offered are the engines that drive the bottom line. They are also largely a matter of choice. Attitude is 100% choice. If product or service benefits are limited, it’s because someone at some point didn’t recognize or flex that 100% choice muscle in the process or decision making about what to offer customers. But choosing a corrected attitude can upgrade the benefits.   

The only problem is that I can just barely think of slightly more than a handful of businesses in my lifetime that actually deliver consistent follow-through and follow-up, delivery of what’s promised when it’s promised, an all-pervasive sense of urgency, and the reckless pursuit of customer delight.

You?

What happens when you put these four yardsticks up against the ways you think and the ways your organization is doing business right now? How do you and your business measure up?

Are your weakest-link areas ones you can correct/adjust/improve or boost on your own, or will you do better to enlist outside help? How big of an issue are the expenses associated with getting expert input? What’s your opportunity loss?

You could well be, for example, losing more dollars worth of business opportunities right now because your and your business’s emphasis are on the least productive points (like marketing features?) which could easily be costing you more than to bring in a professional specialist who can help you stop the trickle before it becomes a flood.

If you go this direction, be careful about who you choose to step in. Make sure that that team or group or individual exemplifies the four points identified above. Yes, there are plenty of earnest and capable individuals (especially) out there who can deliver the results you seek. Do due diligence. Ask for references and ask references for references. Use your gut instincts.

~~~~~~~~

www.TheWriterWorks.com  

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!

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Dec 04 2010

The Entrepreneur Whisperer!

Maybe you never thought

                              

it was coming

                                                                

. . . but, yes, it’s time! 

                            

It’s time for:

 

“The Entrepreneur Whisperer”!

First there was Monty Roberts “The Horse Whisperer” and then Cesar Millan “The Dog Whisperer.”

And now the time has finally arrived (arriven?) for all of us who own or run a small or medium-size business or professional practice to learn some big-time sales lessons from The Entrepreneur Whisperer whose insights and advice come from those guys’ horse and dog experiences!

“Hey!,” you say, “what do animal trainers know about business?”

The answer: Probably more than we do! Keep an open mind here. Remember that open minds open doors!

Monty Roberts managed and trained wild horses by channeling their energy. A horse (by Cesar Millan’s account of Roberts’ underlying platform): “…does exactly what (a human’s) emotional communications has told it to do.”

DO read Millan’s book, Be The Pack Leader, which I highly recommend for everyone in a leadership position, even if you’re a “cat person,” even if you (hard to imagine) hate dogs!.

You will gain insights about leadership and teamwork that (except for Giuliani’s Leadership) all the textbooks on earth (including Peter Drucker’s Management, which I used for a textbook in my professor days) don’t even come close to touching.

“We as humans,”Millan says, ” have the power to turn our perceptions around and use them to our advantage.

“Instead of seeing the negative things we are used to seeing, we can choose to see something different.”

He proceeds to explain how researchers have proven that the human brain cannot tell the difference between what is real and what is imagined.

 

“When people who fear snakes are shown pictures of snakes,” says Millan, “sensors on their skin will detect sweat breaking out and other signs of anxiety, even if the experiment subjects don’t admit to feeling fear.” He concludes, “If you are ‘acting’ tough, but inside still feeling terrified, your dog will know it instantly. Your boss might not,” he adds, “but your dog definitely will.”

But if YOU are the boss, your employees will know whether you are coming from a position of confidence or not. So will your customers. So will your suppliers and vendors. So will your partners and investors! All of them watch everything you do, and hear everything you say, even when you least expect they’re paying attention.

“We can’t change,” says Millan, “our instinctual feelings any more than our dogs can . . . but as humans, we can change our thoughts.” This point of distinction is also illuminated by Deepak Chopra, and by Dr. Wayne Dyer in his book The Power of Intention.

The bottom line for entrepreneurs is to accept the idea of trashing your ego!

The more you cling to your ideas about who you are and the less you honor your intentions about what you are doing that is leading you to where you want to go, the lower your odds of success.

In other words, stop second-guessing yourself, stop being insulted, and stop worrying about what others think!

Believe in your ability to channel your own and others’ energy in productive pursuits.

 

Then do it! 

~~~~~~~~~

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!

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