Posted: May 25, 2021 | Categories: Leadership, Presentation skills, Sales

When I was young, I used to watch a TV show called, “To Tell the Truth”. Here’s how it worked:

The show would begin with three people standing side by side. They would each pretend to be the same famous person that you had probably not seen before. (Like Dr. Suess) Each one said the same thing: “My name is Ted Geisel” One of the three was that famous person. The other two were impostors. The show host would then read a sworn affidavit by the famous person describing themselves and all their achievements. Then a panel of celebrities would each have their turn to question the people standing. After their time for questioning expired, the panel members were asked to cast their vote for who they believe was the real Ted Geisel. Even though I wasn’t there to ask questions, I was in on the game, and made my guess when the panel members did. My guess was almost always right. I had a secret that worked:

Instead of trying to judge content accuracy, I focused on the tone of voice, body language, eye movement, and the way the person responded. I was particularly sensitive to those who responded quickly and with confidence. I found the authentic contestants were slower to respond, more thoughtful, and would sometimes ask clarifying questions. In other words, the real person was usually not “slick”.

There seems to be common misconception that when we respond quickly, we show more confidence. Sometimes just the opposite is true. We respect the more thoughtful response that indicates to us that the other person is listening and cares. Being more thoughtful in our responses can increase our trust and credibility.

You may ask, “Is there any time when we shouldn’t respond slowly? Yes. If you spouse asks you if you still love them, respond quickly…very quickly!

Posted: May 19, 2021 | Categories: Customer service, Sales

Let’s say you need to make a change in procedure or pricing in your company, and you are not sure how it is going to go over with your customers. How do you approach your customers about the change? What if we don’t even bother saying anything? Instead, just make the change. Then, at the next staff meeting, the boss asks, “So, is anyone hearing any complaints about the price increase? No? Good.” No, your team isn’t hearing any complaints, but what they are also not hearing is the sound of quiet footsteps walking away.

I hope your company or organization doesn’t use this communication strategy described above. Here are a couple of examples of how this approach can hurt you:

Last year I received a notice from the company that prints my planning supplies. I had been their customer for over 30 years. My supplies included a separate planning book for each month. Each year I would renew my order and the company would send my 12 booklets running from April through March. The notice announced that from this point on, we could only order January through December. That meant I would have to have to throw away 3 months of books. (January – March) As I was reading their announcement, I took a step back and began to think about the system and whether it as still the right one for me. After all, a lot of technology has come along in 30 years. I did not re-order, and ended up with a system I like better, and it is half the price. They lost a 30-year customer! They could have kept me by delaying the start of the change for a year and applying some sort of credit. Instead, they just plowed ahead.

The same type of situation happened to me the past week with my computer protection service. I had been with them for six years. The renewal was due this month. I couldn’t get the order through online and looked for a number I could call for help. There was none. Within 24 hours, I had done my research, and changed to another service.

The message from these two examples: If we want to keep our customers, we need to stay close to them and be sensitive to their needs. Otherwise, bye bye!

Posted: April 22, 2021 | Categories: Customer service, Sales

When it comes to service, you can deliver expectations, exceed expectations, or if you are up for it, amaze your customers.  One of the most fruitful ways to generate quality referrals right and left is to leave our customers with jaw-dropping service and gestures.

Here is a personal example:  Six weeks ago I became a grandfather for the first time.  My financial planner knew about the new addition, and acknowledged it. But he didn’t stop there:  He gave us a gift.  It was a custom-made book dedicated to my grandson.  Page one started with Levi’s picture, and the proceeding pages colorfully acted out each letter of his name with animals.  (e.g., Leopard, elephant, viper, inch-worm).  Last night my wife read a book to Levi for the first time and it was that book.  6-week old Levi was totally engrossed and fascinated by the book as Grandma dynamically read each page.  It was a hit!  How did our financial advisor (Jim) get a picture of our grandchild to make that book?  It was easy.  He got it from a text I sent on my I-Phone.  Grandparents love to brag to everyone!

After the book-reading experience, I reflected on what an excellent gift that book was.  The gift demonstrated to us that Jim cares for us and is eager to give us extra effort.  I can’t wait to give Jim another referral.  As it turns out, Jim has reached a point where he doesn’t need to prospect.  He doesn’t have time.  He is too busy following up on quality referrals.  When was the last time you amazed a customer?

Posted: April 9, 2021 | Categories: Sales, Self-Improvement

In the past 12 months we have observed many companies and businesses suffer due to Covid restrictions.  The development and distribution of the vaccines has opened some doors.  So what do we do now to benefit from these newly opened doors?

Here is some good news:  Even though some things have changed, one rule remains the same:  To raise our revenue we need to increase the number of direct selling conversations we have with qualified prospects.  This fundamental is a common denominator of all the companies I know that are doing well now.  Would you like to join them in getting your “Piece of the pie”?  If so, here is what I recommend:

Step #1:  Set a revenue goal.  Make sure the goal is well thought out, realistic, and attainable.  Rather than a long shot, you should have at least a 50% chance of hitting the goal.

Step #2:  Define the “Who?”  Looking at your current list of clients, what type tend to yield the most profit?  Do you need a different type of client due to changes in the business environment?  Next:  Develop your list.  You can use the premium database at your library.  Harris and American Reference are a couple good ones.  You can sort through according to zip code, SIC code, gross revenue or whatever metric you choose.  Make sure the contacts on the list are current.

Step #3:  Categorize and prioritize your list.  You can use the ABC method.  Also, decide how you will approach the prospect.  Email first?  What about calling them?  What will you say to generate their attention, interest, and desire to want to meet with you?

Step #4:  Block time.  Pick the best time that would have the least interruptions.  Honor it.  Have your list before you with the calls in sequence.  Stay focused.  Don’t get distracted.

If you can consistently do all of the above with dogged persistence and no distractions, you will be well on your way to bringing about a comfortable stream of revenue.

Posted: March 30, 2021 | Categories: Sales, Self-Improvement

Now that we are getting through the Pandemic and have a vaccine, I see a lot of folks ready to come alive and get back in the game. Before we re-engage, I suggest we take a moment to ask ourselves what it is that we are excited about.  When that alarm goes off in the morning, are we eager and excited to hit the pavement running, or would we rather hit the snooze alarm.  As Dr.Hans Seyle said, “A successful life is a series of successful days.”  How do we ensure we will have this ability?  Vision.  We must know exactly what we want and be willing to pay the price for it every day by taking purposeful action.

In 2008, my son graduated from college.  Right after graduating he got into sales.  Some of you may recall the 2008-09 recession.  Most would say it was not a good time to sell, but not Kevin.  He had a powerful vision.  He dreamed of a lifestyle, family, and neighborhood that he wanted very much.  He had such a desire for this future state that he carried this “movie” around in his mind and played it all the time.  This thinking led to bountiful energy that fueled his enthusiasm for every challenging moment and setback.  He would jump up, dig in to each day, and there was nothing that would discourage him or make him lose his stride.  Today, 13 years later, he is living his dream in abundance.  In his office he has a marble plaque that says, “A goal without a plan is only a wish”.  Kevin figured out what every achiever learns:  Know what you want, keep your enthusiasm growing, and don’t let anything or anyone distract you.  An oak tree starts out as an acorn, and if left to grow, becomes a monument.  Let your acorns grow!