Empty Promises

May Win Votes,

But Not Sales!

If you can’t deliver the goods or services on time and as expected –price, performance, and warranty-wise– don’t even discuss the possibilities. Send your prospective customer/client instead to your top competitor. In fact, force yourself to even go to the trouble of introducing her or him by phone or email, or in-person whenever possible.

Hand ’em over on a silver platter

(along with a sincere smile and backpat)!

Why? Because down the road a piece (you know how far that is, right?), that person may not remember where or who she/he bought from, but you can bet your bippy that that astonished and pleased customer will never forget you for the personalized introduction to help ensure a sense of purchase satisfaction.

Remember that EVERY purchase is an emotional one, with an emotional trigger clicking into an emotional buying motive. And you will have just pulled that trigger. So the other guy got the sale. So what? In all honesty, you couldn’t have fulfilled the customer’s request anyway.

To top it off, I guarantee you that the story of you going out of your way even though you weren’t making the sale will get told to at least ten other people and each of them will tell it to ten more. For a couple of minutes of your time, you will have created 100 positive impressions!

Imagine how many people will be praising your integrity and building your reputation when you choose to make a consistent practice of focusing completely on the customer’s needs, instead of your own! 

Is this a recommendation to grow your business by sending prospects to the competition? Good heavens, no! The point is that it’s better to help people find what they want when you can’t produce it yourself than to try manipulating prospect intents, altering what you have beyond performance reality, or –worst of all– promise and not deliver.

Performance is the key word. And honesty is still the best policy. Oh, and you’ll never need (like car dealers) to talk about either performance or honesty, because people will simply know about it when your actions match your words.

AAAACK! Too Late!

Okay, if it’s too late for all that good stuff

because you already screwed up, take heart.

All is not lost.

Let’s say you’re in the roofing installation business, and you promised a prospect that you’d deliver a three trillion dollar debt ceiling with insulated, soundproof ceiling tile panels by Wednesday, and it’s Monday with no debt ceiling supplier deal in sight. You now know you should never have promised it and your knees are shaking.

Go back to “GO” and own up. Tell the truth that you over-committed and promised what you shouldn’t have. Apologize. Be sincere and empathetic. Put yourself in the customer’s (or employee’s) shoes. Listen carefully. But stand tall and don’t ooze. Offer to do whatever it takes to make amends (and be sure to follow through with overkill effort!).

If doing this results in you suffering a loss, suck it up! Bite the bullet! Eat the expense! Write it off to stupidity. Lesson learned. Time to move forward. But remember that the WAY you handle the mess and the integrity you demonstrate (even after demonstrating no integrity!) adds up to creating a new opportunity out of an old problem.

It may be true that “nothing succeeds like success,” but it’s equally true that nothing succeeds like telling the truth in failure, and making good on a failed promise. 

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  Hal@Businessworks.US   302.933.0116

  Open Minds Open Doors 

   Thanks for your visit and God Bless You.

  Make today a GREAT day for someone! 

 Your Advisory Board

includes a lawyer, 

an accountant, your

rich uncle, and

your pastor?

Nope.

Well maybe one or two of those types do actually hold court with you once a quarter or twice a year and offer trusted advice and opinions about where your enterprise appears to be headed . . . and maybe you listen, and maybe you don’t. And maybe they’re helpful. And maybe they’re not.

After all, typically, they’re not paid. And you do remember that someone once told you you get what you pay for? Ah, but a good advisory board is usually made up of people who have a physical or emotional investment in seeing you succeed. And that trumps paying a fee for services. 

No compensation? Well, maybe some coffee and donuts — or fruit, cheese, and crackers, depending on your level of health-nuttiness. Wow! So now you’ll read a little further?

Advisory Boards, generally, are a good thing for most small business ventures because –when they include a small group of diverse, talented people who like and care about you– they can shed light on your darkness and provide enough reassurance or guidance to afford you to step back and observe your brainchild firsthand.

Advisory Boards provide a sense of reality you might not otherwise solicit or be exposed to.”

Okay, you’ve got all that. And it either sparks an idea, or it just lays there flat on its back, rolling its eyes at you! Well, here’s a definite sparkler:

Start a Rotating Teenage Advisory Board.

Huh? Why? Why not? When did you last waltz a thirteen-year-old boy or girl through your place of business and ask him or her for observations?

I promise you he/she will see things you never noticed, and maybe never even thought about. Does it matter that your business makes products or delivers services for nursing homes (whoops, how un-PC of me: long-term care facilities)? Or nursing mothers? Or male nurses? Truck drivers? Scuba divers? (It rhymed!) No it doesn’t matter.

What matters is that you regularly host small groups of teens through your office, plant. store, or worksite, and that you non-judgmentally LISTEN to what they have to say, and keep a journal or take dated notes of key comments. Pay careful attention to the questions they ask (and how they ask them) before trying to answer them.

It’s true that teenagers (as when each of us were) are different, weird, and aloof.

They are preoccupied with texting, handheld electronics, and each other.

They may seem the least unlikely to contribute anything of value to a non-teenage market business.

Yet –refreshingly– they lack developed prejudices.

They are naive and breed a rare perspective of business innocence.

You can learn more and spark more ideas from one business visit by a youngster, or two or three than you are likely to from ten top industry or profession muckity-mucks who will surely carry competition chips on their shoulders, and be more inclined to maintaining a political edge.

One business I heard of makes a practice of gathering small groups of teens from the local middle school and high school (pre-arranged of course with the parents, but not with school administrators who would tangle up the process) and rewarding them with praise, snacks, juice, and bookstore gift cards for bright ideas offered.

The owner has translated teen visitor input into new product launches, line extensions, and revenue streams, that produced enough income to allow some scholarship funding in return. What can you get? What can you give?

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  Hal@Businessworks.US   302.933.0116

  Open Minds Open Doors 

   Thanks for your visit and God Bless You.

  Make today a GREAT day for someone! 

Unless you’re a surgeon

or bombsquad defuser,

 nothing gets done

  by standing still.

Yesterday we talked about constantly moving targets. We touched on the challenges presented by rapidly changing rules, attitudes, circumstances, and information access.

To impact consumer, employee, and supplier behaviors positively, entrepreneurs and small business owners must flex, adjust, adapt, and go with the flow.

We must also hustle.

When problems surface, pounce on them. I’ve actually seen unsavvy (and ultimately unscuccessful business owners and managers walk away, pass the buck, blame others, close up and go home, and –in one instance– put a “Gone To Lunch” sign on the counter at 11:55am, and literally chase out eight customers who’d been waiting in line

. . . oblivious, obviously, to the common knowledge that every unhappy customer tells a minimum of ten other people who tell ten other people. So, in this case that makes 800 bad-mouth comments. Can your business survive that? (“Quick like a bunny” was my father’s motto; it always earned him big tips.)

Having a constant sense of urgency communicates leadership, compassion, integrity, authenticity, and professionalism. Others will assign those values to everything you are associated with — your products, services, ideas, and all of the people involved with your business. Pretty good return for zero dollar investment.

Don’t be so afraid of making mistakes. Yes, “haste makes waste,” and “failing to plan is planning to fail.” But you can’t run a business cornerstoned by trite expressions. When you take reasonable risks, you are not betting the farm, or running off to the nearest lottery window, racetrack, or casino with your gard-earned dollars.

Unless the task at hand requires some Herculian effort (e.g., securing a king-size mattress onto the roof of a Washington Bridge-bound VW) or is intricately detailed (e.g., drawing blood, folding a parachute), be on the alert about when you can hustle your muscle and please your customer or employee or vendor with a prompt response.

All of this takes an action attitude and a determination to “Git R Done,” but, hey that’s simply a matter of sleeping and exercising enough, eating right, and making the choice. This starts to sound like some kind of training camp? It is. If you’re going to make this all work, you have to choose to keep yourself in good shape, and stay with it! 

Try walking faster. Oh, and keeping a journal of response times for various tasks and services will give you a sense of where you are, where you need to be, and give you the information you need to improve the sense of urgency you deliver. What every day? No, but maybe a day or two a week to start, then a monthly check-up. 

Remember the Chinese proverb: “Talk Does Not Cook Rice.”   

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   Hal@Businessworks.US

  Open Minds Open Doors 

 Thanks for your visit and may God Bless You.

  Make today a GREAT day for someone!

With America’s ship

sinking, and “Captain”

 Obama busy arranging

 deck chairs, is YOUR

business credit rating

on its tippy-toes?

Would it matter? What would you (or are going to) do about it? What’s in your best interests? Your family’s best interests? Your customer’s and employee’s best interests? Is that concrete or quicksand beneath your feet? What are your personal circumstances that cornerstone (and that undermine) your business?

To what extent should you care about other’s opinions and evaluations? If your answer to that question is that it depends on whose opinions and whose evaluations, can you identify those “influentials” and jot down their names on scrap paper? Can you rank them 1-10 in terms of importance?

Can that list serve as a priority action plan target for you? 

What’s your best guess about how long ’til you can bolster or reverse your current business situation? Do you think this is another “that depends” answer? If so, what exactly does it depend on? Do you truly believe that, or are you just making convenient excuses? 

Is it worth it to answer all these questions? (It is if you’re a real entrepreneur!) Are you a real entrepreneur who has cut out your own path in the world? Or are you a make-believe entrepreneur who’s simply been in the right place at the right time to inherit someone else’s (parents? grandparent’s?) dream? Or are you making that dream reality?

Are you shifting back and forth through the gears, or coasting along in cruise control? How committed are you to your SELF and your ideas and your business . . . really?

What if anything do you need to do right now to shore up your small business or professional practice enterprise to withstand the increasing fragility of marketplace, industry, and national government credit rating downgrades? What do you need in order to get these steps started? How will you get there? 

Are you really paying enough attention to sales? Are your sales efforts as productive as you want them to be? How can you boost these efforts? Are you focusing all your resources on growing sales or on growing debt? Have you considered that your business will never make money by turning off light switches?

Can you increase revenues by courting existing and past customers more often and more attentively? Are you putting too much energy, and time, and money into trying to open new markets and gain a new customer base? Do you know that such efforts are probably ten times less effective than focusing on past and present business?

Are you tired of answering these questions? Did they make you think?

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Hal@Businessworks.US 302.933.0116 

 Open minds open doors

 Thanks for visiting.     God bless you. 

  Make today a GREAT day for someone

So, right about now,

you’re swimming in

tears, beer, or red wine,

 and trying to leave last 

 week in a cloud of dust?

Does it sometimes feel like you can’t even find the tunnel, never mind the light at the end of it? The promise of yesterday is simply not happening tomorrow? The positive, hopeful feelings you had for your business last Monday simply dissolved away on Tuesday, Wednesday, Thursday, and Friday? And here you are: in a weakened weekend. 

Take heart, dear business owner, manager, entrepreneur. It’s really not the end of the world. It’s actually the beginning of a new awareness and a new opportunity that didn’t exist all week last week. The special occasion I refer to is your great awakening! Look in the mirror. Take a deep breath. Snap your fingers. and–viola!–be a new you!

Yes, it IS that simple. Stop feeling sorry for yourself. That’s a choice. Stop feeling defeated. That’s a choice. Stop beating yourself up. That’s a choice. Stop making excuses. That’s a choice. Don’t give up on yourself, or your people, or your business. That’s a choice. Choose instead to do what you know you’re capable of. That’s a choice.

When work overwhelms you, get rid of the “over” and zero in on what’s real and what’s right smack in front of your face as opposed to what you’ve been imagining. You’re reading this so you’re probably not in jail and you probably haven’t boarded up the windows yet. You’ve just a few bloody knuckles and are perhaps feeling nauseous.

What is the basic premise, idea, belief, conviction, desire with which you started your business? Is it still there? Does it still dominate your brain? Have you a mission and vision statement worked out that serve as the underpinning of your every daily performance, or have you lost sight of those ideals as economic stress set in?

RSVP your regrets to the media circus debt ceiling party and take a stroll through your own wallet. It’s renewal time!

It’s time to step back BEFORE you step up. Look around and take inventory and sort out priorities and renew your commitment to yourself and your family and your employees and customers. It makes no sense to get up to bat if you don’t know the inning, the score, the pitcher, your capabilities, and if you even have the right bat to swing. 

How do you know when it’s renewal time? When the week behind you feels like a failure. When you’ve struck out with the bases loaded, you need to not bang your head on the dugout bench. You need to look in the mirror. Take a deep breath. Snap your fingers. and–viola!–be a new you! Because you CAN and you need only to C H O O S E  it. 

DON’T choose for others to drag you down or under. Only you control your brain, and only you have the power to rise up above the rubble and make this next week a record-breaker that will lead you into the sunrise. Just a bunch of fantasy talk? No. Actually, it’s a bunch of reality. The question is how ready are you to put reality to work? Now? 

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Hal@Businessworks.US 302.933.0116 

 Open minds open doors

 Thanks for visiting.   God bless you. 

  Make today a GREAT day for someone! 

Entrepreneur wake-up call . . .

Stop trying to please

 everyone in the world!

Let’s face it, Entrepreneur: You’re a fire-in-the-belly person, and that’s enough heat for any body; you don’t need heartburn too! You’re in business because you believe in your ideas. You’ve stayed in business during this pathetic excuse for an economy because you want to make your ideas work.

Lately, you’ve been getting yourself caught up in trying to please too many other people, and your ideas are taking a hit. You can’t start a fire with a magnifying glass if you keep moving the magnifying glass. Well, you also need the sun. Maybe that’s why rainforests are not exactly a hotbed of entrepreneurial expression and innovation? 

The suggestion bandied about by leading motivational gurus and schools of entrepreneurship that anyone who starts or owns a business must set the world on fire in order to succeed is totally false. Anyone who seeks to succeed as an entrepreneur must have a burning desire to succeed. Period. Here’s a good translation of that point: 

To Thine Own Self Be True!

                                                                             –Shakespeare          

Once you’ve pleased yourself by getting your business idea off the ground, you need to please your customers, employees, partners and financial backers, in order to get your business idea into orbit. Next, you need to please your community and industry or profession, to stay in forward motion.

Oh, right, and please let’s not forget about your family! Without some kind of strong family support, you’ll never be likely to get past the rough spots you’ll bump into along the way. Now, right there, in those last three sentences–look again! There’s enough to fill the lifetime of any entrepreneur. Isn’t that enough? You’re a masochist?

I mean, if you want to torture yourself, go ahead, but I can’t imagine that you would feel you need to please the Chinese Communists, Mexican drug lords, the White House, al-Qaeda terrorists, Hamas, Hezbollah, the Mafia, Lybian and Cuban dictators, “Gangs of New York” or gruesome novelist Stephen King. Whew! Some list, huh?

So if that’s the case, why do you need to please your in-laws? Your teachers? Your neighbors? The shelf-stocker at Staples (“That was easy!”), your dentist (well, okay we really do need to please our dentists!), but you get the idea. Every time you step outside your inner circles of influence, you risk your ideas losing energy and attention.

Nothing kills an entrepreneurial venture quicker

than trying to be all things to all people.

 Be Your Own Hero!   Reality Rules.

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  Open minds open doors.

 Thanks for visiting and God bless you.

  Make today a GREAT day for someone! 

Seeking sales fireworks?

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 Open minds open doors.

Thanks for visiting. God Bless You.

God Bless America and America’s Troops.

Make today a GREAT day for someone! 

There comes a time

in the life of 

every business owner 

where lines become

B–L–U–R–R–E–D  

 between love and sales!

Even though with one of these, you fall into it, and the other you never want to have fall at all, there are endless similarities. Just consider a few musical messages when you substitute one for the other:

Put A Little Sales In Your Heart . . . Sales Make The World Go ‘Round . . . All You Need Is Sales . . . Sales Is A Many Splendored Thing . . . Silly Sales Songs . . . Sales And Marriage . . .  They Call It: Puppy Sales . . . Sales, Sales Me Do . . . Makin’ Sales In The Afternoon With Cecilia . . . Sales Are In The Air . . . Sales Are But A Little Boat Upon The Sea . . . Sales, Sales, Sales . . . When A Man Sales A Woman . . . What’s Sales Got To Do With It? . . . Sales Will Keep Us Together . . . Feel Like Makin’ Sales . . . To Sir With Sales . . . Give Me Sales . . . Stop, In The Name Of Sales . . . Chapel Of Sales . . . Game Of Sales . . . A World Without Sales . . .  Sales Letters In The Sand . . . Takin’ A Chance On Sales . . . You’ve Lost That Salesin’ Feeling . . . Will You Still Sales Me Tomorrow . . . Sales Me Tender . . . Can’t Buy Me Sales . . . Sales Will Keep Us Together . . . You Get The Best Of My Sales . . . April Sales . . . Young Sales . . .  

If you’re here looking for a great list of love songs

with “love” in the title, I don’t want to disappoint you:

 GO HERE!

__________________

Ah, but –fun aside for a moment, there are a couple of really huge “Lovin’ Sales” problems to consider:

1)  If someone who holds control over you or your business –like the government or a major customer, investor, supplier, or partner– hasn’t a clue about real entrepreneurship, and what it’s like to love your work, you’ve got troubles. 

These are people and entities who need to see your work as a committed relationship — in much the same way you might offer up testimony as part of a business plan and budget to impress lenders. I mean, I did once have an accountant who lectured me that my business was a legal entity that needed to be thought of as a separate person.

(That assertion of course simply reinforced my conviction that accountants lacked human feelings, and made me think that maybe my business was the one person in my family who was not dysfunctional! Kidding ;<) er, almost.) 

The point is that if those with control don’t appreciate your relationship with your business, you are losing sales you deserve to make, and income you need to grow.

2)  If you’re not 100% tuned-in to the reality that without sales, there is no business, you are living in fantasyland! In other words, your business cannot survive and thrive if you keep it locked in orbit around your great business idea at the expense of a monumental sales effort on your behalf. This is 2011. This economy will not tolerate you sitting.

(The alternative of course could simply be to apply to your state DOT or local roads department for cone placement training — security, benefits and no brain use!)

If you’re staying in the game, you need to devote more time and energy to selling than you have been. Nobody else can sell your business as well as you. It’s your baby. It’s your DNA. You feed, finance, insure, staff, and nurture it. Now get out and sell it. If you make 3 calls a day, make 10. If you make 10, make 20. Whatever it takes.  

If you’re not lovin’ your sales every day, no one’s going to be lovin’ to buy what you have to sell. Period. 

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Hal@Businessworks.US or 302.933.0116

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

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

Make today a GREAT day for someone! 

Small Business Suffers (See personal note at end) . . .

Highest Consumer Prices

in 3 Years!

(and the Worst Leadership Since Herbert Hoover and Jimmy Carter!) 

The highest consumer prices in three years were reported today for food, clothing, fuel and transportation.

the oppressive nature of obvious federal government efforts to control, manage and force small businesses into bankruptcy, this news is not surprising. What is surprising is that America’s 30 million small businesses have thus far failed to find and focus and rally their strength in numbers– to respond en masse!

What is surprising is that the Obama Administration has been pathetic at best in it’s token offers of olive branch diplomacy through its stagnant SBA puppet show. (Okay, well, maybe that economy-killing attitude is notso surprising after all. I mean, it actually makes sense as accompaniment to our business-leaderless federal government.)

Messrs. Obama and Biden have thrown entrepreneurs and small businesses under the bus.

In the process of over-taxing, over-regulating, intimidating, undervaluing, and completely disregarding the basic economic-growth interests of entrepreneurs and small business enterprises, widespread meddling in large corporate businesses and attempts to disintegrate free market enterprise competition from healthcare have prevailed.

Lest we forget, by the way, entrepreneurs and small business enterprises are the entities that built America into the world leadership posture that Mr. Obama is relentlessly trying to dismantle at the expense of all Americans. 
It’s inconceivable, his “fiddling“–outlandish First Family expenses, preoccupation with sports, and managing to be conveniently and consistently “out of town” while oil spills, floods, tornados, poverty, unemployment, foreclosures, and the undermining of America’s military and global image rise to the surface of day-to-day reality.

And now it’s consumer prices! What’s next? Must be “Dignity” because it’s trumpeted in every speech, and trampled in every action.

                                                                     

Leadership that incessently talks “dignity” and never delivers really cannot be allowed to continue. You and I and our families have struggled and suffered to keep our businesses afloat, to survive.

Has it occurred to you that we are no longer working for ourselves; we are working for the government battling against all odds to make an honest living, but losing ground daily because what we do manage to earn is turned back in to be distributed to others who are too lazy and too manipulative to work for themselves.

Why bother getting a job? Huh? After all, everything’s free. Why bother with even learning English or getting citizenship? Americans are so stupid that they’ll pay for everything anyway. Take advantage. What a great country!

______________________________

A SPECIAL NOTE TO BLOG VISITORS

I rarely comment personally here, because this blog was created for those seeking business development ideas, methods, stories and encouragement. It was never intended as a political instrument but, you know, it’s become increasingly difficult for me to choose to not be tormented by business-inexperienced, know-nothing leaders who –day after day– pound away at entrepreneurs and small business.

If what is said here offends you, please don’t just click off; call me or send a note and let me know your thoughts. I promise you a respectful response. 

Until someone can prove otherwise, I see no exception to the conviction that Mr. Obama has no regard for –or understanding of– what makes America’s economy tick, and that he chooses to ignore even finding out because that pursuit alone will cost too many votes?

Pardon me, but I believe, dear professional practice and small business owners and managers, that this kind of shortsighted, misdirected leadership is not leadership. It is sick, self-serving, do-nothingness that we cannot continue to live with, and that our economy cannot much longer tolerate.

We have the clout to make that change:

Election Day – November 6, 2012.

Vote Responsibly! 

                                                                           

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Hal@Businessworks.US or 302.933.0116

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

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

Make today a GREAT day for someone! 

Entrepreneurs and Leaders

Who Listen 

Win Big in Tough Times 

STEPS TO IMPROVE YOUR LISTENING SKILLS NOW

Do you hear what I hear? Listen, do you want to know a secret? Hear Ye! Hear Ye! Friends, Romans, Countrymen, Lend Me Your Ears! The Listening Audience. I’m all ears!

You can’t be a better listener just because you decide to listen more. You must also decide to keep quiet. And those who excel at listening skills will tell you that you must actually use a pen and paper (you DO remember what they are?) and write down notes about what you hear. Paraphrasing is critical. So are observation skills.

Plus, taking notes flatters any speaker.

Let’s hit on some key points:

1. PARAPHRASING —“Do I understand you correctly to mean…?” and “What I think I hear you saying is…!” are the most effective and most commonly used sets of words for rephrasing some one’s comments. When you do this, you are in effect checking to make sure that you accurately understand what the speaker intends.

Yes, it takes more time. Yes, it can be harder than assuming. But–in the end– it’s like the carpenter/surgeon slogan: measure twice and cut once. It’s an insurance policy on transmitting accuracy.

2. OBSERVING — You need not be a kinetics expert to see that the body language that accompanies the words spoken either confirms or contradicts what is being said.

Someone who claims a willingness to cooperate with you, but whose arms are crossed is responding defensively regardless of what words she or he uses. Hands on hips, or clasped behind the head are signals of superiority. So is the joining of fingertips on both hands.

(The challenge is to make these postures change without directly addressing them.)

3. NODDING AND VERBAL UTTERANCES — Generally (unless they’re overdone) these physical responses indicate agreement and that the individual involved is paying attention. Not a bad idea to nod and make some positive sounding “um’s” occasionally when you want someone to know you’re tuned in, and in the boat, so to speak.

Equally commitive signals are leaning forward, sitting forward, feet flat on the floor without jiggling, and both hands flat on the table. A jiggling foot or leg indicates that someone’s anxious to get out, get away, finish up.

4. ASKING QUESTIONS — People will know you are interested and engaged when you ask good questions along the way . . . not questions to trip somebody up, questions to learn more. Whenever it’s possible and makes sense and works to clarify, ask for examples. Ask for diagrams. Ask for demonstrations. Ask for samples. Ask.

5. MONITORING YOURSELF — Stay as close to the commonly accepted effective communicator guidelines of speaking 20% of the time and listening 80% of the time. (Asking questions helps.) Take some deep breaths, especially when you start to feel impatient or edgy. Deep breathing helps you stay in control.

The dynamics of all the above apply equally to situations where you are not face-to-face. Telephone and video and webinar conferences are good examples of places to carry over the same disciplines. If you think about it, you’ll also see that similar applications are possible (and advisable) with written/email/text message communications. No, you can’t physically “see” another person, but you can sense and imagine based on responses you get.

If you work to listen better, you will hear 

more “cha-ching” in your cash register! 

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Go for your goals, thanks for your visit, God Bless You!

OPEN  MINDS  OPEN  DOORS

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