It seems that we have all been blessed (or cursed) with the “Not Now Gene.” This is when we are offered a deal, opportunity, product or service when without giving it a second thought we immediately say “no thank you.”
But there are underlying reasons for people to step away from our “attractive” propositions. Here are just a few.
They See No Need. This may or may not be true, but if they don’t see a need for what it is you are representing – you have your work cut out for you. You can give it a shot, but my money is against you on this one. Read the rest of this entry »
I ask participants in my seminars if they know anybody who has acted like a jerk. I then ask them if they have ever been a jerk. Virtually everybody in the room sheepishly raises their hand. I then remind them that they are nice people by and large although at times they can act less than exemplary. They giggle, knowing I just hit a nerve.
Well, my friends, as the true professional that you are, it is in your best interest to display a little empathy at times when your clients and prospects briefly exhibit the behavior of a… jerk. It will pass. Read the rest of this entry »
This is part 2 of Common Sense Reminders:
7. It is not enough to take care of customers. You have to care about them. Great service isn’t just a transaction, it’s a bond. I am reminded of my recommendation to “Treat Your Customers Like Dogs.” This is not a slur. It is common sense. We just don’t care about our beloved pets. We care about them night and day.
If you need another “cute” doggie reminder try this one for size: “It is not wise to bite the hand that feeds you.” My suggestion is to care about the person who holds the wallet. Read the rest of this entry »
To many small business entrepreneurs, the concept of customer service is nothing short of “insulting.” Of course, they provide the best customer service known to man. They all do. But in fact, they all don’t. They all could. But they all don’t.
Here are a few points that I think you will find interesting, if not thought-provoking. Read the rest of this entry »
Like everything else 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 delivery 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 »
The sales letter will always play an important role when deciding on ways to contact new prospects. Very rarely will your letter make the sale, but it will often pave the way for a phone call or email – which will set the appointment – which will lead to a sale. But, first things first, step one often involves the letter. You probably expected me to focus on an email, but I feel the pendulum may be swinging back through a more formal and sincere initial encounter.
Here are a few ideas on how to generate more effective sales letters: Read the rest of this entry »
It never ceases to amaze me why so many companies still do not pay more attention to the nuances tailored to make their customers feel more comfortable. Every single week, the world provides me with a number of new stories that have me scratching my head in disbelief.
I won’t bore you with my tales of whoa, but I will remind you of four facts that I hope you will give some serious thought Read the rest of this entry »
Getting along with people should not be as hard as it sometimes feels. I realize the world is spinning faster and faster, and that people have become frazzled with lots on their plate and not enough to get it all done.
But, let’s step back today and give some thought to some very fundamental aspects of initiating meaningful relationships.
Here are ten “reminders” worth a little focus. People need… Read the rest of this entry »
I love today’s analogy. And so will all of you who have a special relationship with your pets.
It has been said that the primary purpose of any organization is to create customers. I endorse this objective whole heartedly. After all, it is the person carrying the wallet who is literally driving the bus.
The “dog” analogy the title of today’s reminder makes all the sense in the world if you pause long enough to reflect on behavioral characteristics of individual pet ownership.
Think about how people treat their beloved dogs, cats, guinea pigs, rabbits, and other furry friends. Read the rest of this entry »
I once was reminded of how the sine wave of life actually worked. Although today’s examples are coming to you via my archives, I feel the message is as poignant today as it was back then.
The first example comes by way of a horse. A very fast horse. A very beautiful and elegant four-legged creature who went by the name of American Pharoah. (Spelled wrong, correctly.)
American Pharoah overcame incredible odds to win the Triple Crown. This was the first time that happened since Affirmed won it in 1978. Read the rest of this entry »
It is as true today, as ever, that a book is still judged by its cover. So is a movie, a magazine, a car, a house, you, me and all people in general.
You can’t afford to take the chance 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 »
Here is a statistic that I hope will stop you in your tracks: 68% of lost business stems from a lack of attention. Counter this sad fact by paying attention to your current customers… those on your prospect list and all lost customers who you still care about.
The selling profession runs rampant with hit and run, so-called “sales professionals.” This is a costly practice. Think about it. You spend endless hours investing good money, after trying to schedule some meaningful face time with some stranger. You finally say and do what it takes to establish some degree of rapport. For any one of a million reasons, the client chooses not to do business with you and you drop them like a hot potato. Not much logic here, folks. Read the rest of this entry »
If you ask any sales professional, from any industry, the following question – the answer will be the same 99% of the time. “WHAT IS YOUR BIGGEST CHALLENGE?”
The answer will sound something like this: “Follow through.” Maybe “follow up.” This has everything to do with not having enough time. (Although you happen to have all the time there is. All of it.)
Everybody seems to know the importance of following through, but it just isn’t done on a regular basis. Read the rest of this entry »
“If they wanted to do business with me, they would call me.”
Think of it this way: I am sure you like to think of yourself as a professional. If you don’t ask me to do business with you, you are an AMATEUR. Now the choice is yours. Are you a pro, or are you a wannabe? Read the rest of this entry »
With so much going on in the world, it has become more difficult to focus on the task at hand. Multitasking seems to have become a survival skill. But here is where I disagree: Multitasking is a shortcut to disaster.
You can’t allow your attention span to drift away from what you are doing at the moment. Becoming distracted is often considered normal. You simply can’t be considered normal in this regard.
If your primary responsibility is to help people, then it is in your best interest to pay attention to the people you are trying to help. Reality teaches us, as well as my personal experience, that your mind will wander at times. If you have a short attention span (like I do), knowing that you do is 99% of the battle. Read the rest of this entry »
Biting the hand that feeds you makes no sense. It never has and never will. Although this reminder originated with pet dogs in mind, it also holds true when dealing with a sometimes-challenging customer base.
Treating your customers, any customer, as the enemy is less than intelligent. In fact, it is stupid, dumb and moronic, and shows a serious lack of understanding. Don’t fall prey to such behavior.
As bizarre as it sounds, the “me against you” selling mentality, more often than not, represents a common selling scenario. Read the rest of this entry »
Empathy is the ability to understand and share the feelings of another. The old saw reminds us to “walk a mile in another person’s shoes before making a judgment call.”
This particular mistake, I am afraid, is common to the majority of sales professionals. They spend too much time self-absorbed… dreaming about their next sale or acquisition. Their time would be better spent trying to identify the current feelings of their prospects. Read the rest of this entry »
You must give the communication skill called “listening” more than just lip service. You have to actually hear what the other person is saying and make every effort to understand what is being said.
Not listening to what others are saying is a mistake. Nobody cares about what you want or think, unless it ties directly to what your customer is interested in. I don’t know how to make this complicated or drawn out. Once you get the customer speaking freely and comfortably about their ideas, wants, needs and desires, you’re bound to witness a sale unfold before your very eyes. Read the rest of this entry »
If you want to get to the top of this profession, you have to stop worrying about yourself and start thinking about helping others. Sounds absurdly simple. It isn’t.
Your primary goal is to stop selling and to start helping others.
When you appear to be selling, more often than not you come across looking push and even a bit aggressive or manipulative. Nobody I know enjoys being “sold.” You? Read the rest of this entry »
If you have been reading my column for the last three weeks you are now familiar with the fifteen marketing mistakes lurking around every corner.
It is now time to introduce you to the ten Sales Mistakes I want you to avoid making at all costs.
Mistake #1 often resembles the old “bait and switch” sales tactic. The outdated sales reputation of having gift of gab no longer has a place in business today. There’s no need for memorizing and rehearsing come backs and proactive sales pitches. After taking the time to understand one’s particular buying motives, your one and only recourse is to simply recommend what you feel is best for the buyer. Read the rest of this entry »
This is Marketing Mistake #15 of 15. Everything worthwhile takes longer than first imagined. I didn’t make this up. It simply is the way the world spins; and people will not buy when the time is right for you. They will buy when the time is right for them.
When will that be? Who knows? Read the rest of this entry »