============================================================
Monday Morning Motivators – April 14, 2007
============================================================
Enjoy your java with an eclectic collection of tips and ideas to use today and to get energized for the week ahead. Subscribing and unsubscribing at www.mondaymorningmotivators.com
“It's hard to lead a cavalry charge if you think you look funny on a horse.”
-- Adlai Stevenson
============================================================
Table of Contents
============================================================
1. Leadership – Know Where We are Going – Linda Fayerweather
2. Deploying Satisfaction Surveys - Rebecca Booth
3. The Law of Giving – Pat Altvater
4. Marketing Plans and Referral Systems – Paula Frazier
5. To Do This Week
6. Fine Print
============================================================
1. Leadership – Know Where We are Going ============================================================
As a leader, we usually know where we are going and the sharing of the vision is what moves a company from just another small business to awesome. A great vision will do the basics:
Grab attention
Focuses energy
Arouses passion
Transforms purpose into action
Compels
Pulls people to it
Commits people to action
Is the rallying point, and
It is short, to the point, memorable, repeatable.
To best explain how important a vision is, let me take you to a small business that builds very tiny computer chips. Two workers side by side in their “clean room” garb are asked by a visiting consultant “what are you doing?”
Worker one: “I’m turning these plastic and metals into a computer chip.”
Worker two: “I’m making an integral part for a computer that will be used by NASA to reach the space station.”
A true leader designs the vision and inspires others to build it!
Copyright 2008 Linda Fayerweather
“Where are you heading?”
Changing Lanes LLC
www.ChangingLanes.biz
============================================================
2. Deploying Satisfaction Surveys
============================================================
Surveys are a terrific way to receive feedback. Whether the survey is targeting employees, clients, past clients, patients, or attendees of a recent special event, having their input can make/break your next big idea. Zoomerang.com is an online survey system that can help you design and deploy your survey in just minutes. Here are a few suggestions they say will to help you garner the best results:
* Ask overall satisfaction at the start of the survey
* Use a 5 point satisfaction scale
* Be consistent with your question wording
* Keep the survey short and focused
* Ask demographic or “firmographic” questions
One mistake that many marketers make is asking too many questions. Not only do the lengthy surveys increase your costs and decrease the same sizes, your customers are left feeling pestered and put upon. Remember if you ask worthless questions you will yield worthless answers. Don’t be greedy when it comes to querying. After all, if you don’t respect the customer’s time, how can you ask him to respect yours?
Copyright 2008 Rebecca Booth
Marketing Goddess
Imagine That!
419-855-3399
www.rebeccaboothmarketinggoddess.com
===========================================================
3. The Law of Giving
============================================================
This is the second in a 7 part series based on Deepak Chopra’s book The Seven Spiritual Laws of Success. http://www.amazon.com/dp/1878424602?tag=imageryconnec-20&camp=14573&creative=327641&linkCode=as1&creativeASIN=1878424602&adid=12DVMSYSAGR88TAD40CT&
Chopra reminds us that giving and receiving are different aspects of the flow of energy in the universe and our willingness to give what we seek, keeps the abundance of the universe flowing in our lives. However, it is the intention behind your giving and receiving that is most important. If you give grudgingly, there is no energy behind that giving and so the flow of receiving will not be activated. The intention instead should always be to create happiness for both the giver and the receiver.
Practicing this law is simple:
• If you want joy, give joy to others
• If you want love, give love away
• If you want to be successful, help others become successful
You name it, whatever you desire, just find a way to joyfully give it away.
Also, anytime you come in contact with someone, give something to them. It could be a hug, a flower, a smile, a compliment, eye contact, or just a silent wish for their happiness. Practice doing that with everyone you encounter today!
To find out more about this classic book, visit www.transformationsinstitute.com/Books.html.
Copyright 2008 Pat Altvater
Chief Wizard of WOW
Creator, Journey to WOW - Choose Health NOW
www.permanentweightlossebook.com
www.transformationsinstitute.com
www.thesecretofpermanentweightloss.com
===========================================================
4. Marketing Plans and Referral Systems
===========================================================
Recently I had a conversation with a client about their business, their marketing plan and their referral system. Their question was, "Should we be working by referral only, or should we consider other aspects of marketing?" My feedback was simple; you should not be doing either without a plan.
How does your marketing plan relate to your business plan, your mission statement or your vision statement? Your company's business plan provides the environment in which your marketing plan must flourish. The two documents must have continuity between them according the American Marketing Association.
Inside your marketing plan, you look at all aspects of how you get your message to prospects that might be in need to your product or service. For instance, you may have Advertising as one of your marketing activities. Under advertising you may have, TV, Billboard, Coupons, Radio, Google Ads, and so forth. For each of those you need a budget, a timetable to implement, a system to measure results, and a target market.
Your Referral System should be part of your overall Marketing Plan. Unfortunately, most people do not have a plan for referrals. They might implement a reward system for people or customers who send them referrals and they stop there.
A good referral system should have a target market, a timetable for implementation, a budget, a training system for your referral partners, and a system for tracking your results. Your referral-marketing plan should be part of your over all marketing plan.
Should you be "By Referral Only" that is really a question that you must ask yourself. There are many business professionals who are by referral only, because they know they have plenty of work, many good clients and they know that referred clients have a longer shelf life, spend more money and are more likely to refer others to them.
• Building your business by referral takes more time than money. (remember time is money)
• Relationships and trust take time and cannot be rushed or bought.
• Advertising, PR, and many other forms of marketing take more money than time.
• Both must have a plan.
• Building your brand and your business takes a combination of both.
Copyright 2008 by Hazel M Walker & Paula Frazier, Executive Directors for BNI and Master Trainers for Referral Institute. They help business people create referrals for life. To learn more about the art of networking and the science of referrals visit http://www.referralinstitute-in.com or http://www.referralinstitute-va.com.
===========================================================
5. To Do This Week
===========================================================
Review your marketing plan for effectiveness in 2008.
Monday, April 14, 2008
Monday, April 07, 2008
Service - Truth Tellers - Potentiality - Timeline
============================================================
Monday Morning Motivators – April 7, 2007
============================================================
Enjoy your java with an eclectic collection of tips and ideas to use today and to get energized for the week ahead. Subscribing and unsubscribing at www.mondaymorningmotivators.com
“Leadership is the art of getting someone else to do something you want done because he wants to do it.”
--Dwight D. Eisenhower
============================================================
Table of Contents
============================================================
1. Customer Service Wrap-up – Linda Fayerweather
2. Today’s Speaker: Hard-Nosed Truth Tellers - Rebecca Booth
3. The Law of Pure Potentiality – Pat Altvater
4. Relational Sales Timeline vs. Traditional Sales Timeline – Paula Frazier
5. To Do This Week
6. Fine Print
============================================================
1. Leadership Principles – Know Yourself ============================================================
Leadership may not be innate in each and every one of us, but if we strive to succeed at business ownership, at some point we will need to be “leading the troops”. The leader and the troops must have mutual values. These could be a common enemy, core values or business destiny. Regardless what the values, they must be defined and expressed especially at hiring time. To figure out what your company’s “mutual values are”, first know what makes you tick.
What are the things that you want in your business each and every day?
What do you look forward to doing every day?
What do you want your customers to know you for?
What do your employees all agree about you?
These might very well be your true talents.
Now, add to these talents your core values that are essential to your well being. Common ones I hear are:
Personal integrity,
Personal growth,
Positive attitude
Financial Security
Joy – Love – Time
As leaders, we need to know what makes us tick so we can push traits forward that inspire others to follow while taming the traits that distract from the mission.
Copyright 2008 Linda Fayerweather
"What do your customers teach you this week?”
Changing Lanes LLC
www.ChangingLanes.biz
============================================================
2. Today’s Speaker: Hard-Nosed Truth Tellers
============================================================
Sales meetings have changed. The speaker who “pumps you up” is out. And he’s been replaced by someone who’s doling out the truth with a bit of tough love. These in-your-face speakers bring a distinct style to the stage and happily bridge the gap between the generations in the audience. One such speaker is Larry Winget, author of You’re Broke Because You Want to Be. Winget notes, “The more obnoxious I am, the more audiences like me.” And it works. His style of speaking focuses on taking 100% responsibility for the condition in which you live. So what does this mean to you? It’s simple, people crave the truth and they don’t mind tough love. Add a dose of humor to the speech and you’ll be able to get your point across effectively. If you’re not courageous enough, join the hundreds of other sales managers in the world who hire guys like Larry Winget to tell their minions everything they would like to tell them but they can’t. His cost: $15,000 minimum for a speech. But well worth it if you need to tell others ”Shut up. Stop Whining. Get a life!”
Copyright 2008 Rebecca Booth
Marketing Goddess
Imagine That!
419-855-3399
www.rebeccaboothmarketinggoddess.com
===========================================================
3. The Law of Pure Potentiality
===========================================================
According to Chopra, our essential nature is one of perfect balance, invincibility, unbounded possibilities and bliss. Unfortunately, we get out of balance by fears that come from things like looking for approval from others and attempting to control things outside of ourselves.
In order to tap into our true self, which is completely free of those things, Chopra offers 3 suggestions:
1. Experience silence every day through meditation
2. Practice being non-judgmental
3. Spend time in nature
Each of these three activities allows you to go beyond the turbulence of your internal dialogue to connect with the abundant, affluent, infinite, creative mind. Put these into practice today and be on the lookout for wonderful new ideas that come to you for your business and life. Anything is possible in the land of pure potentiality.
Pat Altvater
Chief Wizard of WOW
Creator, Journey to WOW - Choose Health NOW
www.permanentweightlossebook.com
www.transformationsinstitute.com
www.thesecretofpermanentweightloss.com
===========================================================
4. Relational Sales Timeline vs. Traditional Sales Timeline
===========================================================
The traditional sales timeline looks something like this:
Start Relationship --> Assess Need/Interest --> Overcome Objections & Close
(minimal time) (moderate time) (maximum time)
For the most part, you are single-handedly responsible for introducing yourself to as many new people as you possibly can to produce the results you need. YOU are working the phone. YOU are mailing notes and letters. YOU are sending emails. YOU are cold calling. YOU are attending chamber events. YOU are personally reaching out in every feasible way just to get an appointment.
Great! You got the appointment, but this new prospect really doesn’t know you. They probably know little, if anything, about your company. They many not even know your product or service exists. You’ll have to take time to acquaint them with you, your company and your product/service before they’ll willingly offer any level of need or interest.
At some point, the prospect will “hopefully” indicate that they could “possibly” need your product or service. Because so little time is invested in developing the relationship up to this point in the process, you will more than likely need to overcome objections. They may have concerns about you, your company and your product or service.
To successfully close the deal, YOU, all by yourself, will have to convince them why they should do business with YOU.
Referral Marketers know that trust takes time as it’s reflected in the relational sales model:
Build Relationships (focus on referral sources) --> Qualify Need --> Close
(maximum time) (moderate time) (minimal time)
Relational selling allows you to leap forward in the sales process as a result of someone else’s efforts:
1. Your referral source has already done all of the necessaries to build the relationship and establish trust with the prospect – NOT YOU!
2. Your referral source has identified a need the prospect has and their interest in learning more about how your products and services may be the solution – NOT YOU!
3. Every now and again, and as appropriate, your referral source may close the deal – NOT YOU!
You are all alone most of the time in traditional sales. In referral marketing you are never alone! One’s not good. One’s not bad. They’re just different. Take a look at your appointments from the last month. How many started with YOU? How many were a result of a referral source’s efforts? Visit www.referralinsitute-va.com to learn how to go further, faster with less effort through referral marketing.
Paula Frazier is an Executive Director for BNI and part of a select team of Master Trainers for Referral Institute. Her business networking articles have been published nationally. Paula is also acknowledged in the New York Times best seller, Truth or Delusion – Busting Networkings Biggest Myths. Check out #33…Delusion with a TWIST!
===========================================================
5. To Do This Week
===========================================================
List your top 5 personal strengths or traits
1.______________________________________
2.______________________________________
3.______________________________________
4.______________________________________
5.______________________________________
Monday Morning Motivators – April 7, 2007
============================================================
Enjoy your java with an eclectic collection of tips and ideas to use today and to get energized for the week ahead. Subscribing and unsubscribing at www.mondaymorningmotivators.com
“Leadership is the art of getting someone else to do something you want done because he wants to do it.”
--Dwight D. Eisenhower
============================================================
Table of Contents
============================================================
1. Customer Service Wrap-up – Linda Fayerweather
2. Today’s Speaker: Hard-Nosed Truth Tellers - Rebecca Booth
3. The Law of Pure Potentiality – Pat Altvater
4. Relational Sales Timeline vs. Traditional Sales Timeline – Paula Frazier
5. To Do This Week
6. Fine Print
============================================================
1. Leadership Principles – Know Yourself ============================================================
Leadership may not be innate in each and every one of us, but if we strive to succeed at business ownership, at some point we will need to be “leading the troops”. The leader and the troops must have mutual values. These could be a common enemy, core values or business destiny. Regardless what the values, they must be defined and expressed especially at hiring time. To figure out what your company’s “mutual values are”, first know what makes you tick.
What are the things that you want in your business each and every day?
What do you look forward to doing every day?
What do you want your customers to know you for?
What do your employees all agree about you?
These might very well be your true talents.
Now, add to these talents your core values that are essential to your well being. Common ones I hear are:
Personal integrity,
Personal growth,
Positive attitude
Financial Security
Joy – Love – Time
As leaders, we need to know what makes us tick so we can push traits forward that inspire others to follow while taming the traits that distract from the mission.
Copyright 2008 Linda Fayerweather
"What do your customers teach you this week?”
Changing Lanes LLC
www.ChangingLanes.biz
============================================================
2. Today’s Speaker: Hard-Nosed Truth Tellers
============================================================
Sales meetings have changed. The speaker who “pumps you up” is out. And he’s been replaced by someone who’s doling out the truth with a bit of tough love. These in-your-face speakers bring a distinct style to the stage and happily bridge the gap between the generations in the audience. One such speaker is Larry Winget, author of You’re Broke Because You Want to Be. Winget notes, “The more obnoxious I am, the more audiences like me.” And it works. His style of speaking focuses on taking 100% responsibility for the condition in which you live. So what does this mean to you? It’s simple, people crave the truth and they don’t mind tough love. Add a dose of humor to the speech and you’ll be able to get your point across effectively. If you’re not courageous enough, join the hundreds of other sales managers in the world who hire guys like Larry Winget to tell their minions everything they would like to tell them but they can’t. His cost: $15,000 minimum for a speech. But well worth it if you need to tell others ”Shut up. Stop Whining. Get a life!”
Copyright 2008 Rebecca Booth
Marketing Goddess
Imagine That!
419-855-3399
www.rebeccaboothmarketinggoddess.com
===========================================================
3. The Law of Pure Potentiality
===========================================================
According to Chopra, our essential nature is one of perfect balance, invincibility, unbounded possibilities and bliss. Unfortunately, we get out of balance by fears that come from things like looking for approval from others and attempting to control things outside of ourselves.
In order to tap into our true self, which is completely free of those things, Chopra offers 3 suggestions:
1. Experience silence every day through meditation
2. Practice being non-judgmental
3. Spend time in nature
Each of these three activities allows you to go beyond the turbulence of your internal dialogue to connect with the abundant, affluent, infinite, creative mind. Put these into practice today and be on the lookout for wonderful new ideas that come to you for your business and life. Anything is possible in the land of pure potentiality.
Pat Altvater
Chief Wizard of WOW
Creator, Journey to WOW - Choose Health NOW
www.permanentweightlossebook.com
www.transformationsinstitute.com
www.thesecretofpermanentweightloss.com
===========================================================
4. Relational Sales Timeline vs. Traditional Sales Timeline
===========================================================
The traditional sales timeline looks something like this:
Start Relationship --> Assess Need/Interest --> Overcome Objections & Close
(minimal time) (moderate time) (maximum time)
For the most part, you are single-handedly responsible for introducing yourself to as many new people as you possibly can to produce the results you need. YOU are working the phone. YOU are mailing notes and letters. YOU are sending emails. YOU are cold calling. YOU are attending chamber events. YOU are personally reaching out in every feasible way just to get an appointment.
Great! You got the appointment, but this new prospect really doesn’t know you. They probably know little, if anything, about your company. They many not even know your product or service exists. You’ll have to take time to acquaint them with you, your company and your product/service before they’ll willingly offer any level of need or interest.
At some point, the prospect will “hopefully” indicate that they could “possibly” need your product or service. Because so little time is invested in developing the relationship up to this point in the process, you will more than likely need to overcome objections. They may have concerns about you, your company and your product or service.
To successfully close the deal, YOU, all by yourself, will have to convince them why they should do business with YOU.
Referral Marketers know that trust takes time as it’s reflected in the relational sales model:
Build Relationships (focus on referral sources) --> Qualify Need --> Close
(maximum time) (moderate time) (minimal time)
Relational selling allows you to leap forward in the sales process as a result of someone else’s efforts:
1. Your referral source has already done all of the necessaries to build the relationship and establish trust with the prospect – NOT YOU!
2. Your referral source has identified a need the prospect has and their interest in learning more about how your products and services may be the solution – NOT YOU!
3. Every now and again, and as appropriate, your referral source may close the deal – NOT YOU!
You are all alone most of the time in traditional sales. In referral marketing you are never alone! One’s not good. One’s not bad. They’re just different. Take a look at your appointments from the last month. How many started with YOU? How many were a result of a referral source’s efforts? Visit www.referralinsitute-va.com to learn how to go further, faster with less effort through referral marketing.
Paula Frazier is an Executive Director for BNI and part of a select team of Master Trainers for Referral Institute. Her business networking articles have been published nationally. Paula is also acknowledged in the New York Times best seller, Truth or Delusion – Busting Networkings Biggest Myths. Check out #33…Delusion with a TWIST!
===========================================================
5. To Do This Week
===========================================================
List your top 5 personal strengths or traits
1.______________________________________
2.______________________________________
3.______________________________________
4.______________________________________
5.______________________________________
Monday, March 31, 2008
Customer Service - Presentation Savvy - Polarity - Recession
============================================================
Monday Morning Motivators – March 31, 2007
============================================================
Enjoy your java with an eclectic collection of tips and ideas to use today and to get energized for the week ahead. Subscribing and unsubscribing at www.mondaymorningmotivators.com
"Customer complaints are the schoolbooks from which we learn.”
--Unknown
============================================================
Table of Contents
============================================================
1. Customer Service Wrap-up – Linda Fayerweather
2. Presentation Savvy: The Right Foot - Rebecca Booth
3. The Law of Polarity – Pat Altvater
4. How Do I Build My Business In a Slow Economy? – Paula Frazier
5. To Do This Week
6. Fine Print
============================================================
1. Customer Service Wrap-up ============================================================
After four weeks of fun stories about customer service, let's end with some tips you may find helpful. I, like many, cringe when I do evaluations of myself because I am drawn to the negative comments and sometimes forget to enjoy the positives. But I know to get what we want in business (profit) we need to give others what they need and that includes customer service. As leaders of departments, businesses, As leaders of departments, businesses, teams or companies, we need to regularly do several things.
1. Contact a random sampling of customers to find out “how did we do?”.”
2. Track complaints AND solutions.
3. Empower staff to solve problems.
4. Reward staff for solving problems before they spiral out of control.
5. Do postmortems for the benefit of all on what did work and kept a customer.
Although these sound simple, they do require putting procedures in place, testing those procedures and making sure that all staff members are following them. Consistency works best when everyone on the team knows that asking for feedback from customers -- either on a specific call or in general -- is perhaps the best way to assess their performance.
To wrap up this month of customer service, remember your company’s core values are being tested each and every time a complaint happens. Making sure everyone knows these values will surely help 2008 be great.
Copyright 2008 Linda Fayerweather
"What do your customers teach you this week?”
Changing Lanes LLC
www.ChangingLanes.biz
The Customer Service Rules
http://www.changinglanes.biz/index.cfm?p=page&ar77=Y&id=89&blog_cat_name=Getting%20and%20Keeping%20Customers%20-%20Marketing%20and%20Sale
============================================================
2. Presentation Savvy: Starting Off on the Right Foot
============================================================
Do you hate to stand up in front of a crowd and speak? What about sitting there and listening to someone else drone on and on about something you really don’t care that much about. Well, here’s some good news: the power of presentation success is in your hands! When you’re getting ready for your next speech be sure to:
• Use questions to jump-start the audience. Get their input as to what they’d like to get out of the day’s discussion. For those of you who have to listen – go into the meeting with a list of questions you’d like to have answered.
• Keep your presentation to 20-30 minutes. By the end of a 55-minute speech, no one’s in the mood to ask questions that might prolong the meeting. So keep it short in nature and break off into groups so that people can discuss what they’ve learned. This period of reflection and sharing often yields more productive questions. Those who are listening: get involved. Share your thoughts and don’t be afraid to play devil’s advocate.
• Avoid death by PowerPoint. PowerPoint is often over used. You don’t need to have every talking point listed in your presentation. Limit your slides to 10 or less. And don’t completely darken the room – those who are reading this have my permission to fall asleep if the speaker doesn’t follow the rule of 10.
• Be creative! If part of your mission is to get people thinking in new ways, ask them to draw their goals, role-play or do free-form writing about plans, goals and struggles. Opening up the right brain in your audience elicits unique insights and solutions. For those who are stuck listening, doodle!
Copyright 2008 Rebecca Booth
Marketing Goddess
Imagine That!
419-855-3399
www.rebeccaboothmarketinggoddess.com
===========================================================
3. The Law of Polarity
===========================================================
Have you ever pondered the fact that everything in the Universe has its opposite? This is the result of the Law of Polarity which states that anything can be separated into two opposite parts, with each part having its own essence.
This law is essential for defining objects; for example, white and black, up and down, right and left help us be clear. However, this law is also crucial to helping us fully experience our lives. If what we perceive as bad did not exist, how would we know when we are having a good experience? If failure did not exist, how could we know success?
Both sides always exist simultaneously. So consider this, the polar opposite of a question is the answer. By law, you couldn’t have an idea without the way to do it also being present. If it were not possible, you couldn’t think it. So in your business, know that if you have a creative idea but don’t know HOW to bring it to life, there is an answer or you wouldn’t have thought of the idea. Just move forward with confidence and slowly the HOW will unfold.
Pat Altvater
Certified Law of Attraction Practitioner
www.thesecretofpermanentweightloss.com
www.permanentweightlossebook.com
www.transformationsinstitute.com
===========================================================
4. How Do I Build My Business In a Slow Economy?
===========================================================
Dear Monday Morning Motivator Readers,
So many folks are tossing around the “r” (recession) word. I wanted you to benefit from this (partial) article from Dr. Ivan Misner. When it comes to referral marketing, he is a world’s leading expert, my mentor and my friend. My best to your success…Paula Frazier.
When the economy is slow, new business is harder to get. What can you do to build your business in a recessionary economy?
It’s been about ten years since our last recession in the United States. For the most part, the U.S. economy has been strong and business has been good. However, the fact is that the economy goes through cycles and business has slowed down for many people. Unfortunately, every time it takes a downturn the fallout is felt strongly by salespeople, business owners, and professionals alike.
Successful business professionals learn from the past. For many of us, this will not be our first recession. So, what did we learn from previous economic downturns? While you cannot control the economy or your competition, you can control your response to the economy.
If you want to do well in business, you must understand that it does absolutely no good to complain to people about tough things are. When you complain about how bad business is – half the people you tell don’t care and the other half are glad that you’re worse off than they are!
Referrals can keep your business alive and well during an economic downturn.
During the last recession, thousands of business people grew and prospered. They were successful because they consciously made the decision to refuse to participate in the recession. They did so by developing their networking skills and learning how to build their business through word of mouth.
Don’t let a bad economy be your excuse for failure. Instead, make it your opportunity to succeed. It’s not “what you know,” or “who you know,” it’s “how well you know people” that counts. In a tough economy, it’s your social capital that has value. Make good use of it and you will thrive while others struggle.
By Ivan R. Misner, Ph.D. & Contributed by Paula Frazier
To learn more about Dr. Misner, read this article in its entirety and weigh in on the subject visit http://NetworkingEntrepreneur.com.
Dr. Ivan Misner is the Founder and Chairman of BNI, the world's largest business networking organization, which has more than 4,900 chapters in 37 countries. Dr. Misner is also the author of several books, including the most recent addition to the bestselling Masters Series—Masters of Sales (www.mastersbooks.com), and the New York Times bestseller TRUTH OR DELUSION? (www.truthordelusion.com); and he is the Senior Partner for the Referral Institute (www.referralinstitute.com), a referral training company with operations around the world.
===========================================================
5. To Do This Week
===========================================================
Last day of March, make sure your back-ups are working.
Monday Morning Motivators – March 31, 2007
============================================================
Enjoy your java with an eclectic collection of tips and ideas to use today and to get energized for the week ahead. Subscribing and unsubscribing at www.mondaymorningmotivators.com
"Customer complaints are the schoolbooks from which we learn.”
--Unknown
============================================================
Table of Contents
============================================================
1. Customer Service Wrap-up – Linda Fayerweather
2. Presentation Savvy: The Right Foot - Rebecca Booth
3. The Law of Polarity – Pat Altvater
4. How Do I Build My Business In a Slow Economy? – Paula Frazier
5. To Do This Week
6. Fine Print
============================================================
1. Customer Service Wrap-up ============================================================
After four weeks of fun stories about customer service, let's end with some tips you may find helpful. I, like many, cringe when I do evaluations of myself because I am drawn to the negative comments and sometimes forget to enjoy the positives. But I know to get what we want in business (profit) we need to give others what they need and that includes customer service. As leaders of departments, businesses, As leaders of departments, businesses, teams or companies, we need to regularly do several things.
1. Contact a random sampling of customers to find out “how did we do?”.”
2. Track complaints AND solutions.
3. Empower staff to solve problems.
4. Reward staff for solving problems before they spiral out of control.
5. Do postmortems for the benefit of all on what did work and kept a customer.
Although these sound simple, they do require putting procedures in place, testing those procedures and making sure that all staff members are following them. Consistency works best when everyone on the team knows that asking for feedback from customers -- either on a specific call or in general -- is perhaps the best way to assess their performance.
To wrap up this month of customer service, remember your company’s core values are being tested each and every time a complaint happens. Making sure everyone knows these values will surely help 2008 be great.
Copyright 2008 Linda Fayerweather
"What do your customers teach you this week?”
Changing Lanes LLC
www.ChangingLanes.biz
The Customer Service Rules
http://www.changinglanes.biz/index.cfm?p=page&ar77=Y&id=89&blog_cat_name=Getting%20and%20Keeping%20Customers%20-%20Marketing%20and%20Sale
============================================================
2. Presentation Savvy: Starting Off on the Right Foot
============================================================
Do you hate to stand up in front of a crowd and speak? What about sitting there and listening to someone else drone on and on about something you really don’t care that much about. Well, here’s some good news: the power of presentation success is in your hands! When you’re getting ready for your next speech be sure to:
• Use questions to jump-start the audience. Get their input as to what they’d like to get out of the day’s discussion. For those of you who have to listen – go into the meeting with a list of questions you’d like to have answered.
• Keep your presentation to 20-30 minutes. By the end of a 55-minute speech, no one’s in the mood to ask questions that might prolong the meeting. So keep it short in nature and break off into groups so that people can discuss what they’ve learned. This period of reflection and sharing often yields more productive questions. Those who are listening: get involved. Share your thoughts and don’t be afraid to play devil’s advocate.
• Avoid death by PowerPoint. PowerPoint is often over used. You don’t need to have every talking point listed in your presentation. Limit your slides to 10 or less. And don’t completely darken the room – those who are reading this have my permission to fall asleep if the speaker doesn’t follow the rule of 10.
• Be creative! If part of your mission is to get people thinking in new ways, ask them to draw their goals, role-play or do free-form writing about plans, goals and struggles. Opening up the right brain in your audience elicits unique insights and solutions. For those who are stuck listening, doodle!
Copyright 2008 Rebecca Booth
Marketing Goddess
Imagine That!
419-855-3399
www.rebeccaboothmarketinggoddess.com
===========================================================
3. The Law of Polarity
===========================================================
Have you ever pondered the fact that everything in the Universe has its opposite? This is the result of the Law of Polarity which states that anything can be separated into two opposite parts, with each part having its own essence.
This law is essential for defining objects; for example, white and black, up and down, right and left help us be clear. However, this law is also crucial to helping us fully experience our lives. If what we perceive as bad did not exist, how would we know when we are having a good experience? If failure did not exist, how could we know success?
Both sides always exist simultaneously. So consider this, the polar opposite of a question is the answer. By law, you couldn’t have an idea without the way to do it also being present. If it were not possible, you couldn’t think it. So in your business, know that if you have a creative idea but don’t know HOW to bring it to life, there is an answer or you wouldn’t have thought of the idea. Just move forward with confidence and slowly the HOW will unfold.
Pat Altvater
Certified Law of Attraction Practitioner
www.thesecretofpermanentweightloss.com
www.permanentweightlossebook.com
www.transformationsinstitute.com
===========================================================
4. How Do I Build My Business In a Slow Economy?
===========================================================
Dear Monday Morning Motivator Readers,
So many folks are tossing around the “r” (recession) word. I wanted you to benefit from this (partial) article from Dr. Ivan Misner. When it comes to referral marketing, he is a world’s leading expert, my mentor and my friend. My best to your success…Paula Frazier.
When the economy is slow, new business is harder to get. What can you do to build your business in a recessionary economy?
It’s been about ten years since our last recession in the United States. For the most part, the U.S. economy has been strong and business has been good. However, the fact is that the economy goes through cycles and business has slowed down for many people. Unfortunately, every time it takes a downturn the fallout is felt strongly by salespeople, business owners, and professionals alike.
Successful business professionals learn from the past. For many of us, this will not be our first recession. So, what did we learn from previous economic downturns? While you cannot control the economy or your competition, you can control your response to the economy.
If you want to do well in business, you must understand that it does absolutely no good to complain to people about tough things are. When you complain about how bad business is – half the people you tell don’t care and the other half are glad that you’re worse off than they are!
Referrals can keep your business alive and well during an economic downturn.
During the last recession, thousands of business people grew and prospered. They were successful because they consciously made the decision to refuse to participate in the recession. They did so by developing their networking skills and learning how to build their business through word of mouth.
Don’t let a bad economy be your excuse for failure. Instead, make it your opportunity to succeed. It’s not “what you know,” or “who you know,” it’s “how well you know people” that counts. In a tough economy, it’s your social capital that has value. Make good use of it and you will thrive while others struggle.
By Ivan R. Misner, Ph.D. & Contributed by Paula Frazier
To learn more about Dr. Misner, read this article in its entirety and weigh in on the subject visit http://NetworkingEntrepreneur.com.
Dr. Ivan Misner is the Founder and Chairman of BNI, the world's largest business networking organization, which has more than 4,900 chapters in 37 countries. Dr. Misner is also the author of several books, including the most recent addition to the bestselling Masters Series—Masters of Sales (www.mastersbooks.com), and the New York Times bestseller TRUTH OR DELUSION? (www.truthordelusion.com); and he is the Senior Partner for the Referral Institute (www.referralinstitute.com), a referral training company with operations around the world.
===========================================================
5. To Do This Week
===========================================================
Last day of March, make sure your back-ups are working.
Monday, March 24, 2008
Customers - Rules - Expand - Ask
============================================================
Monday Morning Motivators – March 24, 2007
============================================================
Enjoy your java with an eclectic collection of tips and ideas to use today and to get energized for the week ahead. Subscribing and unsubscribing at www.mondaymorningmotivators.com
"Treat every customer as if they sign your paycheck…because they do." --Author Unknown
============================================================
Table of Contents
============================================================
1. A Customer has Needs and Wants – Linda Fayerweather
2. 11 Rules for Living – Part 3 of 3 - Rebecca Booth
3. Don't contract - EXPAND!! – Pat Altvater
4. What is Selling and How Do You Keep It Relational? – Paula Frazier
5. To Do This Week
6. Fine Print
============================================================
1. A Customer has Needs and Wants
============================================================
This may shock some of you as it did me, but apparently there are people that prefer their dress pants with no crease down the front. Learning this the hard way - my pants would come back with side creases that gave a very "clownish" image - I went to the cleaners personally, asked to have my trousers repressed, and explained my preference. I learned 50% of women want their trousers pressed that way. Well, I'm not one! After a few months the creases began to show up on the sides again. Being a fixer by nature, I created a laminated tag attached to the laundry bag that states:
CUSTOMER is requesting that this pair of trousers and ALL trousers be ironed/pressed with a CREASE DOWN the FRONT. That means I, the customer, want ALL my trousers with a CREASE that goes OVER THE KNEE, DOWN the FRONT.
Seems pretty straightforward? Well, two more trips to the dry cleaners, one letter to the owner and I've been free of side creases for 8 months. Normally, I would have been like most customers and just disappeared and found a new dry cleaner. Convenience is a strong motivator as all I do is leave the clothes in the hamper and magically they disappear and return clean. Actually, my husband handles this through his employer's drop-off service AND he has NEVER gotten his pants back with side creases.
In this case the customer had needs that were not out of the realm of reason. If I was that difficult of a customer, they should have told me with my first complaint they couldn't meet my needs. As business owners, when we take a customer's business we are agreeing to a level of service we provide to our favorite customers. Nothing less should apply to any of our customers.
Copyright 2008 Linda Fayerweather
"What do your customers really need?"
Changing Lanes LLC
www.ChangingLanes.biz
The Customer Service Rules
============================================================
2. 11 Rules for Living – Part 3 of 3
============================================================
We end our mini-series on the 11 Rules for Living for with the following 4 rules. Please use this article as an example of how you can touch your target market in an honest and innovative manner. Thanks needs to be given to New Accountant for featuring this article by Charles J. Sykes.
Rule #8 – Your school may have done away with winners and losers, but life has not. In some schools they have abolished failing grades; they’ll give you as many times as you want to get the right answer. This doesn’t bear the slightest resemblance to ANYTHING in real life.
Rule #9 – Life is not divided into semesters. You don’t get summers off and very few employers are interested in helping you find yourself. Do that on your own time.
Rule #10 – Television is NOT real life. In real life, people actually have to leave the coffee shop and go to jobs.
Rule #11 – Be nice to nerds. Chances are you’ll end up working for one.
Copyright 2008 Rebecca Booth
Marketing Goddess
Imagine That!
419-855-3399
www.rebeccaboothmarketinggoddess.com
===========================================================
3. Don't contract - EXPAND!!
===========================================================
I gave up watching or reading the news years ago but as an avid Internet user, I can’t help but be bombarded by that nasty “R” word – recession. It’s important to protect ourselves from all the negativity surrounding our economy right now because we can actually be influenced by the news and not even realize it.
It only takes the slightest hint of a suggestion to trigger an old belief in our subconscious, a belief that says for example, "business goes down in a recession." Often we don't even know the little seed of doubt has slipped in, but it gets in our mind and grows slowly, yet persistently. We actually give way to lack, limitation and failure a little at a time and before we know it, we’ve become one with the problem.
Instead, stay conscious to this by adopting a new belief that states “my business expands every year.” Succeed and grow, regardless of what "they say." Just keep moving forward, by putting yourself out there more and more each day and you’ll attract the customers you need to grow your business this year.
Pat Altvater
Certified Law of Attraction Practitioner
www.thesecretofpermanentweightloss.com
www.permanentweightlossebook.com
www.transformationsinstitute.com
===========================================================
4. What is Selling and How Do You Keep It Relational?
===========================================================
What is selling? According to Dictionary.com it’s a verb (an action word) that means “to persuade or induce someone to buy something; to cause to be accepted.”
When people commit to building their business by referral they get so focused on being relational that they forget that at some point a transaction, a sale, must take place. In many cases, people confuse marketing with selling. Marketing has become more widely defined as the commercial process of promoting a product or service for the purpose of selling and distribution -WordNet® 3.0, © 2006 by Princeton University.
Simply said, we market to get the word out. The primary goal is create visibility within your market. Here’s a reminder of the 4 ways to market your business: advertising, public relations, cold calling and word-of-mouth.
Once you’ve begun your marketing efforts, it’s time to start selling. Referral marketers focus much of their efforts on the prospecting part of the sales process. Relational prospecting is about purposefully and strategically doing the right things at the right time with the right people to create credibility to connect with your target market. Based on your own strengths and weaknesses you could:
a. Activate Key Referral Sources
b. Arrange Speaking Engagements
c. Write Articles/Publish Newsletters
d. Maintain a Blog
Prospecting activities (like the ones listed above) will generate interest. People will want to learn more about you and your products/services which means it’s time to move forward in the relationship and in the sales process. Arrange a face to face meeting to:
a. Learn about their business goals, industry accomplishments and personal interests.
b. Identify specific needs that you can help them with through your products/services. Be aware that you may be standing in the middle of a referral. Connect them with others in your networks that can help them through their products/services.
c. If you determine that you can help them, overcome objections. The most common concerns are time and money.
d. ASK FOR THE SALE!
The big question – How do you keep selling relational? Here is the key:
It’s the intent behind the techniques and sales tactics you employ that determines your ethics. In order for others to believe in the benefits of your products and services, you must believe in them first. When is the last time you used your own products/services? Share your success story.
Copyright 2008 Paula Frazier is a Master Trainer for Referral Institute and an Executive Director for BNI, the world’s leading referral marketing organizations. To learn more about Relational Selling visit http://www.bniswva.com
or http://www.referralinstitutevirginia.com
===========================================================
5. To Do This Week
===========================================================
Wash Your Car – it will give you a new outlook on the week!
Monday Morning Motivators – March 24, 2007
============================================================
Enjoy your java with an eclectic collection of tips and ideas to use today and to get energized for the week ahead. Subscribing and unsubscribing at www.mondaymorningmotivators.com
"Treat every customer as if they sign your paycheck…because they do." --Author Unknown
============================================================
Table of Contents
============================================================
1. A Customer has Needs and Wants – Linda Fayerweather
2. 11 Rules for Living – Part 3 of 3 - Rebecca Booth
3. Don't contract - EXPAND!! – Pat Altvater
4. What is Selling and How Do You Keep It Relational? – Paula Frazier
5. To Do This Week
6. Fine Print
============================================================
1. A Customer has Needs and Wants
============================================================
This may shock some of you as it did me, but apparently there are people that prefer their dress pants with no crease down the front. Learning this the hard way - my pants would come back with side creases that gave a very "clownish" image - I went to the cleaners personally, asked to have my trousers repressed, and explained my preference. I learned 50% of women want their trousers pressed that way. Well, I'm not one! After a few months the creases began to show up on the sides again. Being a fixer by nature, I created a laminated tag attached to the laundry bag that states:
CUSTOMER is requesting that this pair of trousers and ALL trousers be ironed/pressed with a CREASE DOWN the FRONT. That means I, the customer, want ALL my trousers with a CREASE that goes OVER THE KNEE, DOWN the FRONT.
Seems pretty straightforward? Well, two more trips to the dry cleaners, one letter to the owner and I've been free of side creases for 8 months. Normally, I would have been like most customers and just disappeared and found a new dry cleaner. Convenience is a strong motivator as all I do is leave the clothes in the hamper and magically they disappear and return clean. Actually, my husband handles this through his employer's drop-off service AND he has NEVER gotten his pants back with side creases.
In this case the customer had needs that were not out of the realm of reason. If I was that difficult of a customer, they should have told me with my first complaint they couldn't meet my needs. As business owners, when we take a customer's business we are agreeing to a level of service we provide to our favorite customers. Nothing less should apply to any of our customers.
Copyright 2008 Linda Fayerweather
"What do your customers really need?"
Changing Lanes LLC
www.ChangingLanes.biz
The Customer Service Rules
============================================================
2. 11 Rules for Living – Part 3 of 3
============================================================
We end our mini-series on the 11 Rules for Living for with the following 4 rules. Please use this article as an example of how you can touch your target market in an honest and innovative manner. Thanks needs to be given to New Accountant for featuring this article by Charles J. Sykes.
Rule #8 – Your school may have done away with winners and losers, but life has not. In some schools they have abolished failing grades; they’ll give you as many times as you want to get the right answer. This doesn’t bear the slightest resemblance to ANYTHING in real life.
Rule #9 – Life is not divided into semesters. You don’t get summers off and very few employers are interested in helping you find yourself. Do that on your own time.
Rule #10 – Television is NOT real life. In real life, people actually have to leave the coffee shop and go to jobs.
Rule #11 – Be nice to nerds. Chances are you’ll end up working for one.
Copyright 2008 Rebecca Booth
Marketing Goddess
Imagine That!
419-855-3399
www.rebeccaboothmarketinggoddess.com
===========================================================
3. Don't contract - EXPAND!!
===========================================================
I gave up watching or reading the news years ago but as an avid Internet user, I can’t help but be bombarded by that nasty “R” word – recession. It’s important to protect ourselves from all the negativity surrounding our economy right now because we can actually be influenced by the news and not even realize it.
It only takes the slightest hint of a suggestion to trigger an old belief in our subconscious, a belief that says for example, "business goes down in a recession." Often we don't even know the little seed of doubt has slipped in, but it gets in our mind and grows slowly, yet persistently. We actually give way to lack, limitation and failure a little at a time and before we know it, we’ve become one with the problem.
Instead, stay conscious to this by adopting a new belief that states “my business expands every year.” Succeed and grow, regardless of what "they say." Just keep moving forward, by putting yourself out there more and more each day and you’ll attract the customers you need to grow your business this year.
Pat Altvater
Certified Law of Attraction Practitioner
www.thesecretofpermanentweightloss.com
www.permanentweightlossebook.com
www.transformationsinstitute.com
===========================================================
4. What is Selling and How Do You Keep It Relational?
===========================================================
What is selling? According to Dictionary.com it’s a verb (an action word) that means “to persuade or induce someone to buy something; to cause to be accepted.”
When people commit to building their business by referral they get so focused on being relational that they forget that at some point a transaction, a sale, must take place. In many cases, people confuse marketing with selling. Marketing has become more widely defined as the commercial process of promoting a product or service for the purpose of selling and distribution -WordNet® 3.0, © 2006 by Princeton University.
Simply said, we market to get the word out. The primary goal is create visibility within your market. Here’s a reminder of the 4 ways to market your business: advertising, public relations, cold calling and word-of-mouth.
Once you’ve begun your marketing efforts, it’s time to start selling. Referral marketers focus much of their efforts on the prospecting part of the sales process. Relational prospecting is about purposefully and strategically doing the right things at the right time with the right people to create credibility to connect with your target market. Based on your own strengths and weaknesses you could:
a. Activate Key Referral Sources
b. Arrange Speaking Engagements
c. Write Articles/Publish Newsletters
d. Maintain a Blog
Prospecting activities (like the ones listed above) will generate interest. People will want to learn more about you and your products/services which means it’s time to move forward in the relationship and in the sales process. Arrange a face to face meeting to:
a. Learn about their business goals, industry accomplishments and personal interests.
b. Identify specific needs that you can help them with through your products/services. Be aware that you may be standing in the middle of a referral. Connect them with others in your networks that can help them through their products/services.
c. If you determine that you can help them, overcome objections. The most common concerns are time and money.
d. ASK FOR THE SALE!
The big question – How do you keep selling relational? Here is the key:
It’s the intent behind the techniques and sales tactics you employ that determines your ethics. In order for others to believe in the benefits of your products and services, you must believe in them first. When is the last time you used your own products/services? Share your success story.
Copyright 2008 Paula Frazier is a Master Trainer for Referral Institute and an Executive Director for BNI, the world’s leading referral marketing organizations. To learn more about Relational Selling visit http://www.bniswva.com
or http://www.referralinstitutevirginia.com
===========================================================
5. To Do This Week
===========================================================
Wash Your Car – it will give you a new outlook on the week!
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