I’m not sure what is happening, but it seems to me that more people are becoming unhappier by the day. TVs, cell phones, two cars, and more food than they need isn’t enough to put a permanent smile on most faces. But let’s dig deeper. If you realize why these people are coming across in such a negative demeanor you will be in a better position communicate with a productive output. Read the rest of this entry »
Here are five more reminders:
68% – I want you to remember that customers will come and customers will go. They will enter your life and depart at different times. You can think of this as the “customer cycle of contribution.” The fact is that when customers choose to part company with you, they do so, more often than not, for a reason. And the reason, more often than not, is not the reason you think. 68% of the customers you lose will not be leaving because of something you did. Read the rest of this entry »
Here is another two-part message. Those of you who know me will easily recognize these four rules:
80/20 Rule – This rule is uncanny in its effectiveness. It implies that 80% of your profit originates from 20% of your client base. What does this, as far as Customer Service is concerned? You must identify which clients are contributing most to your eating habits and treat them accordingly. No, you do not have to treat everybody equally. You do have to treat everybody honestly. Identify your top 20% today and thank them for stopping by. Read the rest of this entry »
Like everything else under the sun today, you have choices to consider. The style of organization you want to represent is one of them. What kind of reputation do you want to bring to the playing field? There are four to choose from.
Each of the four types consists of two primary elements, the procedure side of business and the personal side. One deals with the way you connect with your prospects and customers, while the other involves the actual mechanics of delivering your product or service in a professionally accepted fashion. Both are of equal importance and the combination of the two define the type of organization you are running. Read the rest of this entry »
I have come to believe that most people have a number of “wants” in common. Once you recognize these “wants”, you can tailor your approach to better serve your targeted market.
To avoid information overflow, I will share five of these “wants” with you today with another five following in my next column. There are ten in all. Here goes: Read the rest of this entry »
“The primary purpose of any organization is to create customers.”
This is a quote from the famous marketing teacher and consultant Peter Drucker.
So what does this quote have to do with today’s headline? Everything.
The “dog” analogy makes all the sense in the world if you pause long enough to reflect on behavioral characteristics of individual pet ownership. Read the rest of this entry »
I remember like it was yesterday. I was on an airport bus heading to a downtown San Francisco hotel for a meeting on a sunny afternoon in May. It was the type of day that put San Francisco on the map. Cool and sunny. Not a cloud to be seen. Bustling activity on every street corner. Just perfect.
Looking out the window I spotted a jogger trudging up a hill wearing a sweatshirt that read “ATTITUDE IS EVERYTHING.” It was gray with blue letters, which made it stand out. It immediately caught my attention and I remember wanting a sweatshirt like that. Read the rest of this entry »
I was reminded recently (twice) how life can be portrayed by the sine wave. This curve has been mentioned in my live programs for years and recently, it made the headlines.
The first example comes by way of a horse. A very fast horse. A very beautiful and elegant four-legged creature who goes by the name of American Pharoah. (Spelled wrong, correctly.)
Once upon a time American Pharoah overcame incredible odds by winning the Triple Crown. This was the first time this had happened since Affirmed won it in 1978. Read the rest of this entry »
True, false, or indifferent; it is a recognized fact that a book is judged by its cover. This may not be totally accurate but it is true just the same. The same practice also pertains to movie trailers, magazine covers, cars, houses (curb appeal), and people, people, people.
You can’t afford to take the risk that your prospect might not approve of your “packaging.” I’m not talking about the price of your wardrobe. I’m referring to the condition of it…and yourself. Read the rest of this entry »
Most agents feel the reason for their lost business is either a mistake or something beyond their control. I am afraid, my friends, that both these reasons fail to paint an accurate picture.
Some smart guy who has time on his hands has figured out (probably thanks to a government grantor his doctorate thesis) that 68% of lost business comes from a simple lack of attention. “Are you telling me, Mike, that my lost business is my fault and that it could have been avoided?” I believe I am. Read the rest of this entry »
There is a popular saying that reminds us that “after all is said and done, more is said than done.” The hidden implication here is that following through on one’s good intentions is what separates the real deals from the wanna-bes. Most people are pretty good when it comes to lip-service. Everyone talks a pretty good game. Very few people manage to follow through on their good intentions. Read the rest of this entry »
The combination of age and information overload is a recipe for pending disaster. Relying on memory is a mistake of huge proportion. Here is the long and short of it: Write everything down. Take notes. Do not depend on your memory.
Memories are becoming shorter as the list of concerns grows longer. Nights are for sleeping, not tossing and turning trying to remember if you have forgotten some important issue for tomorrow’s sales presentation, or your best client’s family vacation. Read the rest of this entry »
Have you ever heard of “The Shiny Bauble Syndrome?” That is when a short attention span plays havoc with us entrepreneurs and we bounce, bop, and weave from project to project. It is a more sophisticated term for a short attention span.
You can’t allow your focus to drift away from the task at hand. Becoming distracted is often considered normal. You simply can’t be considered normal in this regard. Read the rest of this entry »
Biting the hand that feeds you makes no sense; it never has and never will. Treating a customer as the enemy is…dumb. Don’t be dumb.
As ludicrous as this sounds, the “me against you” selling mentality is often the case. Sales shouldn’t and cannot happen this way. It does not have to result in a win-lose outcome. After all, it is not a game to see who can outsmart whom. It is supposed to be a game where everybody wins. Read the rest of this entry »
Regardless of what side of the political fence you are on, don’t you find it hard to believe that supposedly intelligent people can actually believe the things they do? Don’t you find yourself asking yourself, “How can people think like that? How can they behave like that?” In your eyes, the solution is so obvious. It doesn’t take a rocket scientist to sort through the BS and interpret the situation intelligently. Why can’t others see the world as I do? Read the rest of this entry »
“What we have here is a failure to communicate.” This familiar quote was taken from the movie Cool Hand Luke starring Paul Newman (1967).
Communication, when properly executed requires a “sender” and a “receiver.” Most people are pretty good at “sending.” Where the ball is dropped is when it comes to “receiving,” or listening.
Starting today, you must give this element of the communication process (listening) more than just lip service. Read the rest of this entry »
If you want to get to the top of this profession, you have to stop worrying about selling and start thinking about helping. Sounds absurdly simple. It isn’t.
Your primary goal is to stop selling and to start helping others. Read the rest of this entry »
I just wrapped up 15 of marketing mistakes and this might be the perfect time to focus on the number of selling errors that come to mind. I will focus on one sales mistake each day for the next couple of weeks.
The notorious up-sale.
The gift-of-gab has no place in business today. There’s no need for memorizing and rehearsing verbal retorts and proactive sales pitches. Read the rest of this entry »
Today’s world has become used to experiencing “instant gratification.” We want things now… even sooner if possible. When our Internet connection takes more than five seconds we begin to become agitated. The truth is, everything worthwhile will take longer than first expected. I didn’t make this up. It simply is the way the world spins.
Let’s cut to the chase. Here is today’s message: Read the rest of this entry »