“Thank you for your

service to our country!”

     It’s so simple. That’s all it takes. Walk up to anyone in a military uniform — or anyone who proudly wears or displays an insignia identifying him or herself as a veteran or active officer or recruit, extend your arm to shake hands, look her or him in the eye and simply say: “Thank you for your service to our country!”

     Not only will you make that person’s day, but (and this may surprise you) you’ll make your own as well. You’ll feel as pleased walking away as the person you took the ten seconds out of your life to stop!

     Remember Memorial Day Weekend is more than beaches, BBQ’s and parties. It’s a time for tribute to those who have lost their lives and those who have served us all in defense of America. What does this have to do with business to warrant attention on a business blog? Your business and mine could not even exist without the courage, vigilence and protection of those who serve our country.

     Thank you to all those who have served in and for the United States Armed Forces. You make and have made it possible for business owners and managers and entrepreneurs to be free to conduct business and grow business and make business work.

     It is, after all, small business that has made this country great, and it will be small business that leads the way to economic recovery. You who have served our nation have kept small business pathways clear. Now it’s the job of small business to step it up and take advantage of those openings to regain the economic stability that government and big business lost along the way.

TRY THIS:

Make “Thank you for your service to our country!”

a statement of appreciation year-round.

     By making it part of your ongoing practice to extend these words with every armed services encounter (not to mention the recognition due our police, fire and EMS personnel too), you will in fact be boosting your own business as well as your reputation for caring about what’s truly important…because it is!

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Input welcome anytime: Hal@TheWriterWorks.com (”Businessworks” in the subject line) or comment below. Thanks for visiting. Go for your goals, good night and God bless you! halalpiar              # # # 

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You’re boss for the day,

in charge of the zoo.

Whaddaya say?

Whaddaya do?

     Even when you think no one’s around or paying attention, everyone IS. It’s hard to run your own business on stage in the spotlights (especially in some of the larger more public theatres), but “on stage” is where you and every other boss perform every day.

     You may even need to drop the curtain (or close your door) every once in awhile for a few minutes privacy just to sniffle, pick, scratch or gargle without an audience. But–even then–remember you are still the chief muckity-muck and (like it or not) you’re a parental figure to those who work for you.

     You probably don’t think that your employees are anywhere near being neurotic. You may be astounded to learn that many of them (if not all) measure your every move. They all watch TV. So they all know how to observe, scope things out, size things up, and “case the joint.” It’s rare that anything you say isn’t repeated over and again both on the job, and at home, as well as to neighbors, friends, teammates and bar buddies. Your community and industry exposure is as public as a professional athlete’s is to her or his sport.

     Odds are pretty good that your people want to butter you up, or do you in, or simply not make waves. An exclusive small handful are self-actualized enough in the work they do to enjoy doing the work they do with no greater agenda. But this is a very small fraction of the total. None of them will do their jobs with the conviction and commitment that you have. None will do things exactly the same way that you would.

     But this is why you get the big bucks. It’s not your job to get things done. It’s your job to get others to get things done. Bottom line is that bosses who treat employees as underlings produce underlings. Underlings don’t sell. Underlings don’t innovate. Underlings don’t take initiative. Underlings hate their jobs.

     Bosses who treat employees like partners produce partnerships and employee teams that believe in what they are doing. These are the people who will strengthen the organization because they are granted the respect that renders them not afraid to step up to the plate, nor to challenge the status quo.  

     As Boss, the best, most productive and motivating thing you can do is to take the time and trouble to learn a little bit more than you presently know about what makes each employee who works with you “tick”…what kinds of dreams, desires, wants and needs does each have.

     You needn’t be a shrink to do this. Simply open your eyes and ears more. Tune in to the kinds of things people do and say. When you can reward behavior with rewards that really matter to each individual, you are cultivating long-term commitment, ongoing loyalty, and exemplary performance. 

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 Hal@Businessworks.US or comment below.

Thanks for visiting. 

Go for your goals, good night and God bless you!

What do others say

you’re selling?

     Think of every half-truth you tell (business or otherwise) as throwing a shovel full of dirt up out of the hole you’re digging for yourself! And now that you’re imagining yourself down in that hole, you might want to consider how many more shovels full it will take before the sidewalls start caving in around you. 

     Yes indeed, there are times when the truth hurts, you might say to yourself, as reason to avoid dealing with it. But you know what? NOTHING hurts more than a lie (business or otherwise). This, by the way, is not just one-on-one, person-to-person we’re talking about here. Many businesses lie to the public! (And we know about the track-record of government.)

     “Harrumph! Not me or mine,” you say. Ah, but perhaps some service you engage is lying FOR you –sort of “on your behalf”– and it never really occurred to you to call their hand. After all, they’re professionals (and probably charge professional rates!) and certainly they should know where to draw the line…the ad adgency, the Internet marketing firm, the PR and sales consultants, the lawyers.

     Are your marketing, advertising, promotion, merchandising, packaging, sales training, Internet activities, public and community and industry relations being created, prepared, produced and delivered by “outside” sources?

     Do these people really understand your business and what you need to communicate to the rest of the world? Do they care if they err on the side of exaggeration on what they believe or tell you is on your behalf? When was the last time you gave your advertising messages a lie-detector test?

     Am I trying to make you neurotic? No. Is it important to do periodic reality checks with your outside services? Yes! Why? Because –in the end–YOU are responsible. Sure advertising and public relations firms carry certain liability issues on their shoulders, but frankly, they are much more clever at avoiding trouble, covering up trouble and bailing out of trouble.

     Just as “sales” runs through the blood of your business, walking a thin line is the mantra for many outside agencies and consultants. Many often make their names and reputations on how close they can come to carrying or suggesting off-color, bad-taste, or politically-inappropriate (to your business) campaigns and themes…or making promises you can’t deliver!

     Why? Because being over-the-top can win them awards that they can self-promote to get more higher-paying clients. It’s all part of “the ad game” and “the PR game” and the “Internet and SEO game” and like the tango, it takes two. Periodic reality checks and reviews of vendor integrity can save you money and reputation.

     Odds are 100 out of 100 that your customers buy integrity. Integrity is doing the right thing even when nobody else is looking! Are you? Are those who work for you?       

# # #      

Send your input anytime: Hal@TheWriterWorks.com (”Businessworks” in the subject line) or comment below. Thanks for visiting. Good night and God bless you! halalpiar              # # # 

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Train. Ask. Listen. Bend.

     First of all, there’s no reason in the world a small business needs a customer service department or customer service representatives. EVERY manager and every employee is or should be able to handle any customer complaint, concern, question or transaction. If they’re not, TRAIN them. Spend a few dollars to bring in a professional trainer (it’s cheaper than paying a rep salary or a department full of salaries).

     Periodically send a friend or relative in (physically, or by phone or email) as a “mystery shopper” to keep everyone fresh and on their toes. Tell your people of course that this will happen from time to time. You can even make a game of it with mystery shopper points for outstanding ratings, adding up to dinner for two or some inexpensive but fun reward (again, still less expensive than permanent salary or benefit increases or bonuses).

What should the training be focused on?

ASKING customers’ questions. (Not “What can I interest you in today?” or “How’s the weather outside?” or “Why don’t you want this product?”) Ask how they are or were using, or plan to use, the product? Ask what three things can you do for them right now that will help restore their confidence in your company, or how can you help them to have a positive shopping experience with your business, or what will it take to get them to return…to send their friends and relatives?

LISTENING to customers’ answers. (Not token “hearing,” but deeply listening, and understanding, and processing the comments, and paraphrasing them to make sure your understanding is correct.) The customer should do 80% of the talking. You should do 80% of the listening. Oh, and take notes. Always take notes. Nod your head. Smile. Put yourself in the customer’s shoes (empathy). Avoid crossing your arms, legs or hands. Be engaging. Use eye contact (not staring) and avoid looking past or over the person in front of you. 

BENDING to customers’ requests.This means really and truly bending over backwards to accomodate what’s asked of you. This does NOT mean you should give away the store or the farm or your sister. Don’t roll over and play dead to every request (assertive refusals can be delivered very pleasantly), but offer SOMEthing. Most people are happy with being acknowledged and listened to. Those who want more are usually happy with some token of appreciation for their forthrightness. Remember your goal needs to be to deliver exceptional attention to each customer with no exceptions. Send each one off to sell your business to others.

     If you have a small operation, with a dozen or fewer people, and want to save money, do the training yourself…but do your homework first, ask everyone to contribute a segment, and remember to practice what you preach!

     The bottom line is the old “Golden Rule” of do unto others as you would have others do unto you! There is no better approach to customer service in ANY economy. And when business is slow, there is no better approach to speeding it up! Try it! You’ll like it!     

# # #      

Send your input anytime: Hal@TheWriterWorks.com (”Businessworks” in the subject line) or comment below. Thanks for visiting. Good night and God bless you! halalpiar              # # # 

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Shut Your Business Down!

     Can the service your business provides be better? Are you in a position to MAKE it better? I would hope so, or you wouldn’t be likely to be visiting this blog for business owners and managers. But perhaps you think you need to live with what you’ve got?

     Maybe you feel like you just shouldn’t rock the boat? Or could it be that you might be stepping on someone else’s toes, or that service improvements wouldn’t work, or may create havoc in your industry or –let’s see– you could never get your dollar value back for the time invested?

     Anything like any of those reasons serve you as a quick answer so now you can move along to some other site? Do yourself a favor. Shut your business down tomorrow. You’re likely to have more success selling off your office or site supplies and equipment than you will staying where you are, doing what you’re doing. You find that insulting? Good! Maybe there’s hope yet.

     If the suggestion to hang up your spikes makes you angry, maybe you need to look in the mirror and shake yourself by the shoulders and breathe some new life into the services you’re providing. Making your services better is more likely, FYI, to INCREASE your business than decrease it.

     Why? Because people talk. People who get better quality services tell others, and this works much quicker and much deeper than any advertising can produce. A couple of years back, some shrewd entrepreneurs even invented the word BUZZ as the modern day equivalent of “Word of Mouth”– except that word of mouth is genuine; BUZZ is contrived.

     The point is that THIS– this economy, this time in history, this year, this month, this week– is in fact the time to start making better what you already have. Don’t let the biased mainstream news media, the zero business-experienced government, the monster union-dominated automakers, the moronic 37 trillion bank VP’s who all know less than one another convince you to sit back and take it on the chin!

     You didn’t start and grow your business to shut it down. Don’t let others lead you down the path of status quo. Now is the time to rise, to innovate, to take a fresh look at what you have, and who you have…associates, employees, customers, vendors, affiliates, neighbors, industry, community.

     How can you make more of all that now? What new ways can you pull your assets together to put yourself and your service business in a leadership position? What’s holding you back? It’s a choice. It’s your choice. 

# # #      

Send your input anytime: Hal@TheWriterWorks.com (”Businessworks” in the subject line) or comment below. Thanks for visiting. Good night and God bless you! halalpiar              # # # 

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Okay, Boss…where

do you rate yourself?

     Where do you rate yourself on a scale of 1-10 (10 being highest) in motivational skills?

     You’re a business owner or manager. When’s the last time you put your brain in a blender and flipped it on “Puree”? (Er, never, I hope, but then you wouldn’t likely be reading this, right?) Well, here’s the point: what methods do you use to get people to sit up and pay attention? To jump? To dive in? To follow? 

     How aware are you of the fact that if your associates and employees have the same “take” on your business that you have from the control tower, they wouldn’t be associates and employees. They’d be running their own businesses, and maybe even competing. Sooooo, maybe it’s a good time to consider some new approaches.

     Let’s start by trying something you’re probably afraid to do (most entrepreneurs are): Tune in to other people’s sensitivities, and show them that you are aware of their feelings by directly or indirectly addressing them in the meetings you run, the directions you give, the requests you make, the emails you send, the phone discussions you have.

“I realize and appreciate that some of you may feel uncomfortable about having to share the burdens of this benefit plan reduction we’re making. I know because I am experiencing this cutback as well, but for now we all need to pull together in order to survive and grow. I fully understand the added stress this decision may put on you and your family and can assure you we will make some mid-air corrections at the first possible opportunity” is better than an announcement slip in the pay envelope!

     This is not to suggest you mollycoddle (I do love that word!) every employee sensitivity or cave in to every wimpy request. But it does mean that it’s important to the cardiovascular and musculoskeletal health of your organization to recognize and appreciate that leadership is often defined by one’s ability to relate to and mobilize others. The “relate to” part has to do with sensitivity.

     True leaders know their followers. They know their strengths and weaknesses, and they play to the strengths. They know how and when to challenge, and how to get the most productive efforts from each because they start with sensitivity…and then apply detective skills.

     You cannot motivate others for maximum effectiveness without knowing what makes them “tick” and without knowing what their current needs are. A trophy or plaque means nothing to someone struggling to afford new tires. A cash bonus is meaningless to someone who’s just inherited a big bank account.

     It doesn’t take as much effort as you might think to stay in touch with what your peoples’ lives are all about, and you need not step off the deep end of socializing to know how to reward and challenge appropriately and productively. 

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      . . . I’m open to your input anytime: Hal@TheWriterWorks.com (”Businessworks” in the subject line) or comment below. Thank you for visiting. Good night and God bless you! halalpiar  # # # 

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Not sure of yourself?

You are breeding failure!

     Data fusion company Jigsaw says, “Sales success depends on sales rep productivity, management effectiveness, and the ability to collaborate…with customers, partners and colleagues.”  

     What’s the connection with self-doubt? Sales rep productivity, management effectiveness, and the ability to collaborate ALL depend on the ability to eliminate self-doubt. Consider the following which you’ve certainly heard, but probably don’t believe. Maybe you think it’s not important enough to actually addreess for more than ten seconds. But it is.

Everything in existence is in existence

only because it exists in your brain.

     If you think you’re not sure of yourself, or your ideas, or your abilities to pull off that big sale, or achieve that far-reaching goal, or dig yourself out of the hole you’re in, you can be sure you’ll succeed at not succeeding.

     Every single second that your mind drifts to doubtful feelings, you are pulling yourself deeper into defeat. Every second you can reverse that feeling counts for getting two seconds closer to success. How can you reverse a negative tide that’s sweeping through you, or under you, over or around you? The answer may sound trite, especially to those low on energy or willpower, but it is fact.

     You must start by learning and using every tidbit of information you can possibly know about you! You are the only person on Earth who knows what makes you tick, but you’ve probably set yourself up thousands of times to sweep what you know about the real you under your own rug!

     If you can know the thoughts, ideas, circumstances, people, environments, feelings, comments, memories, awarenesses, and emotions that weaken you, you are half-way to conquering self-doubt. Work at it. The most self-assured people in the world work at this nonstop for their lifetimes. Fears never go away, but the awareness of what triggers fear can be controlled.

     We’re not talking about simple rationalization here. You can’t read this and then go about your merry way being suddenly transformed and confident. You CAN, however, make a commitment to yourself that you will work at it and keep working at it because fear sucks! Because fear creates self-doubt and self-doubt will make a loser of you, and that itself is a fear to eliminate.

     How successful do you truly think you could be with both hands tied behind your back and a bag over your head? Yet, being afraid and choosing to set yourself up for self-doubt to keep creeping in is creating the same impossible, insurmountable degree of handicap. So the next step is to keep reminding yourself that the feelings that are holding you back, that are threatening to you are ones you somehow choose.

     Take some deep breaths http://halalpiar.com/?page_id=35 and collect yourself and remind yourself that no one knows more than you about you and the ways you do the things you do, so no one else can make choices for you. Choose to rise above it all. Choose to make it work. Choose to make it easy. Choose to be the success you are capable of being. Choose to appreciate your SELF! 

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      . . . I’m open to your input anytime: Hal@TheWriterWorks.com (”Businessworks” in the subject line) or comment below. Thank you for visiting. Good night and God bless you! halalpiar  # # # 

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Are you on target?

     Everyone likes to help others when they can. Some of us, however, dwell on being do-gooders to the detriment of our own interests. And when we do that, we are not helping others. We can only genuinely help others when we’re coming from a position of strength.

     Some among us like to surround ourselves with people who are less successful (to feel more important), or people who have bigger problems than we do (to minimize the perceptions of our own problems), or people who are just plain lazy or negative (because of a lack of self-esteem or self-confidence…or perhaps backbone)…and if any of these scenerios describe you, and you run a business, you’re in BIG trouble. 

     Draw a three-ring target on a piece of paper. Put the names of the most important person or people in your world in the center circle of the target. In the next-to-the-center-circle ring, put the names of those you spend the most time with in your personal life. Circle those who are most influential.

     In the next ring, put the names of the people you spend the most time with at work. Circle those who are most influential. On the outside ring or edge of the target, write the names of those you would like to spend more time with in your personal life and in your work life. Circle those who are most influential.

     What’s going on here? What do you notice? Are you spending the limited time you have here on Earth with people who are not helping you to get to where you want to go in life? Are you wasting too much time with too many negative people who are influencing your thinking in negative ways?

     Why? What is it exactly that makes you gravitate toward these people? What keeps you from moving on? How hard are you making it on yourself to part ways with those with whom you surround yourself who are bringing you down physically, or mentally or emotionally?

     What keeps your brain from accepting the fact that the negative relationships in your life are preventing you from getting to where you want to go and are –lo and behold– your choice!? What will it take for you to choose a more productive, more positive circle of friends and contacts to surround yourself with?

     Remember, you need not be rude or caustic or uncaring in the process of separating your forward-moving interests from backward-moving friends and associates. You need simply to recognize that it’s time to grow in the ways you have planned to. It’s your choice.

     When you choose to move on with your life, and extract yourself from the clutches of all that have been holding you back, you make yourself and your business stronger, and you strengthen your ability to reach back and help those negative thinkers and doers who matter. 

I am always open to your ideas and suggestions. Please email me anytime: Hal@TheWriterWorks.com (”Businessworks” in the subject line) or comment below.

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HOORAY for the good guys!

     It’s not every day that a consultant like me can nominate a client (like i.g. Burton & Company) for an annual Better Business Bureau award as most outstanding family business in the state…and see them win!

     Even after my project engagement with the company ended, I had the good fortune to see this business be honored (tonight at the DuPont Hotel in downtown Wilmington, Delaware) at a formal reception dinner hosted by the Delaware BBB and Governor Jack Markell.

     Now if you’ve read this far, you may be wondering who is i.g. Burton & Company anyway? And there’s little doubt that if you don’t know, you will most definitely be surprised to learn that we’re talking about –of all things– a car dealership!

     i.g.Burton & Company is 101 years old. The company maintains five locations in Milford and Seaford, Delaware. They are one of the nation’s leading dealerships for Chevrolet, Chrysler, Dodge, Jeep,  Mercedes-Benz, BMW, and are the world’s oldest Blue-Bird Bus dealership as well.

     They didn’t stand in line behind the automakers they represent, looking for bailout money. They didn’t pull in their rugs and move out of town when Chevrolet and Chrysler hit the rocks.

     In fact, they actually INCREASED their charitable contributions to needy organizations. They INCREASED their customer service training programs. And they went ahead and completed a 6 year-old monster construction project that helped keep hundreds of employees on payroll.

     Of course they have strong financial backing. But why? How did their backing become so commited? BECAUSE i.g. Burton demonstrated commitment to their customers, their employees and their community.

     They didn’t get to be 101 and win an Outstanding Family Business award in a faltering economy by being the stereotypical car dealers. They are fifth generation owned and operated. A great many of their employees have worked there for 15, 20, 25, 30, and more years! (This, in a day when most car dealers seem to keep employees just for those numbers of DAYS!)

     What’s the secret? i.g. Burton & Company has built a long-standing reputation for overkill customer service and for contributing to and supporting wholeheartedly the Delmarva Peninsula communities they serve. The have earned the BBB award, and statewide respect as business leaders.

     They will earn your respect too anytime you’re driving through Delmarva Peninsula (The 2nd biggest peninsula in the U.S., thank you, if you’re not counting Florida). Stop in. Say Hi. Congratulate them on their award. They’ll make you feel proud of it just for having visited. Well done, Burton Family. And well done, Burton Family of Employees!  

Good Night and God Bless You!  halalpiar     

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“Your success in life will

depend on what you do

after you do what you

are expected to do!”

— FROM A STORY TOLD BY INTERNATIONALLY RENOWNED

AUTHOR AND MOTIVATIONAL SPEAKER BRIAN TRACY

     In its heyday, upstart computer giant IBM had a rallying cry that reverberated throughout the entire sales and customer service industry. The words, “The sale begins after the sale is made!” set the tone for an entire generation of customer service based sales and customer relationship management that followed.

     IBM support people were said to literally descend from the sky in parachutes within an hour of any service call. In fact, we are still following this tenacious, persistent, kill ’em with kindness, build-that-database, get-that-return-sale attitude. And actually, it’s more pronounced now than ever, ushered in by lightening fast advances in hi-tech and media communications, and the rapid advances in consumer savvyism.

     What does this mean for you, the entrepreneur, you the small business and professional practice owner/manager? Here are some thoughts to think:

     Brian Tracy’s quote at the top says it best. The point is that you who own/run a business are of necessity, engaged in sales. Keeping sales and production (that’s service production as well as product production) in balance is part of the alltime great entrepreneurial challenge. The whole world admires a one-man-band, but that doesn’t make producing the music any easier.

     Going the extra mile is what it’s all about. Moving forward even when you think you can’t is what it’s all about. Greatness has only ever come from those who pushed onward in the face of major losses, and who did it again and again.

     Edison tried unsuccessfully to invent the lightbulb 9,999 times before defeating the darkness. Babe Ruth’s incredible home run record was matched only by his incredible strikeout record. We all know and have seen many of the great Olympic performance hero stories. Each has always involved taking the extra step, even when all hope seems lost. 

     When you’ve completed what others (partners, family, employees, customers, vendors, industry and community associates) expect you to do, keep doing! Starting in a half hour before others and staying a half hour later is a good beginning. Making better use of time scheduling and delegating is another.

     Regardless of the tools you choose, it’s what’s under your hat that makes the difference…and the overriding awareness that whatever you do to exceed expectations is 100% your own choice. No one else will choose success for you and make it happen. But you can do both! Starting now.   

 Good Night and God Bless You!  halalpiar     

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