Customer "Rage"

I am not making this stuff up. It's out there. In a recent article named 'Customer Rage' Is on the Rise, customers are no longer accepting poor service. The article states "According to a Customer Rage Survey released today, 15% of shoppers surveyed who received unsatisfactory service actually sought revenge for their suffering." I found that statistic to be staggering. Read the article for yourself. It pays to be nice, or it may pay to hire security.

Seriously, most people who experience poor customer service will leave for another provider. They will leave quitely, at first. Then they will tell anyone who will listen how bad it was. Sales does not end with the sale. Take care of the customer, during and after the sale.

Nuggets from the Room

It was week one again and that means a whole new mix of people. As always, great lessons. Today I heard two things, one new and one not so new but the both hit home.

"Pain and suffering are inevitable, misery is an option."

"Manager the behavior, not the personalities."

I hope you enjoy them too.

The story continues - UFC with Vendors

On October 10^th, I wrote about an experience utilizing UFC (Up Front Contracts) with a vendor. I am here to tell you that it not only worked, but it was win-win. He came for his appointment, he was done in 30-minutes as I requested, and I had a quote that was within the budget we had set aside. There were no games or misunderstandings. The best part is my son will have brand new windows within 6 weeks. That was the goal. The goal was not to have the sales person move in until a decision was made.

This was my fear after talking to my neighbor who had a window company come in and literally stay 8 hours until he was kicked out of their home. The worst part was the quote he gave was so high they could have bought another home for what he wanted to replace their windows. He did not get the business. Now the man who helped me will be meeting them to investigate the same project, and I am confident he will get the business. Why? Because, he is a professional.

Ah Ha Moments from The Millionaire Mind

Today Ed presented the Millionaire Mind. As always, it was terrific. For me it was bittersweet. I learned that for the most part I am doing a lot of the things that were talked about. I am also working on improving the right areas. My ah ha moment came when we talked about scripting and messages we have learned growing up. For me it was the phrase "You are not living up to your potential." And then I heard it again today. I guess I need to figure out what is holding me back so that I can live up to my potential. I also need to cover my belly while I am trying to do it because that can be a tough pill to swallow.

Macro or Micro

I heard a great quote today at a presentation: "Don't build me the clock, just tell me the time." It brought home the difference between "macro" people and "micro" people. While the amateur is trying to impress his prospect with all the bells and whistles of the clock, all his clients wants is the time. Zig Ziglar uses the example of a 1/2 inch drill bit. He notes that most people don't really want the drill bit, they just need a 1/2 inch hole.

Bonding & Rapport ?

When all else fails, Plan Z

I was all ready to head to my training today. I always feel great when I hear our clients share their stories of growth. Ed is an amazing trainer. As I slept last night and heard my poor little three year old wheezing and coughing, I knew it was not good on many levels. Today we are home, David is on steroids to get it under control and I am working from my home office. So the good news is that I can still work and I get to take care of my boy.

This is how life is in sales. You make appointments with clients and then for one reason or another they are cancelled. Sometimes you've traveled a long distance to get there only to find out that the person you were meeting with had a crisis and cannot meet. So what do you do? Plan Z. When that happens to me, I get on the phone and make calls, try to get something local if I can. Great time for walk-in cold calls. After all you are in the neighborhood. So never be dismayed. There is always a reason, and sometimes Plan Z was the right plan after all. In fact, I have had Plan Zs turn into major accounts.

Get a Mentor

I never realized just how powerful having a mentor can be. That is something I have done throughout my life. I have had a series of mentors to guide me throughout my life. They have taken different shapes and genders, but they have always been the one to push me, encourage me and nurture me. They always seemed to know what I needed.

I must admit I was having one of those days. A bit discouraging in the sales arena. Something that I thought would happen this quarter is probably not going to happen until next year. It was no ones fault. It was one of the "Life Comes At You Fast" moments. I took a moment to share my concerns with a mentor.

Today I know why she's my mentor. Her response is okay, now what? She suggested to make a list of 10 things I am going to do now, specifically different from what I was doing. It took me right out of the pity party and on to a proactive mode. I went from victim to victor. I am reminded of what Ed says all the time which is that winners do what non-winners won't do. As a I winner, I will move on!

This stuff works when you're a customer too!!!

I just set up an UFC (Up Front Contract) with a vendor. This stuff is cool. We need some windows in my son's room and I have heard horror stories of the vendors who come in to your house and won't leave until they get an order. I determined before I made the call that I was not going to play by those rules. So when I made the call (after getting a reference - who says!), I asked some very targeted questions which helped layout the ground rules. I even told him why by utilizing the "horror story of my neighbor" to lay the ground work of what I did not want to happened.

In then end I have an appointment with a set time, I have established with the vendor what my decision making process is and that I have a budget. I also told him what I will not accept in the process based on my "biggest fear" and then we created an up front contract and what the call will look like. Now when the appointed time comes there should be no mystification, after all we all want the same thing (in different ways). I want a warm room with new windows and he wants to sell me windows. Now let's see what happens. To be continued . . .

On a personal note

Today I went through all my old files from my previous business. It was time to clean out storage space where it was stored and it ended up in my living space. As I went through each box representing 6 years of my business (life), I was amazed at how much I had grown over those years. I also saw the progress I had made, and I enjoyed the walk down memory lane. Yes, I felt some sadness, but only for a brief moment. I also know that is not who I am today.

For me I realized what I do now is what I am really passionate about. Helping people solve their problems, develop new and effective process in their world and create a financially rewarding future is the most amazing thing. I think that is why looking through all those memories was not as painful as I expected, because I was ready and I had moved on to where I am supposed to be. Pretty awesome.

If you don’t take care of your customer’s . . .

Someone else will. Dianna Booher, President of Booher Consultants, defines customer services as: "Good customer service is no longer enough. It has to be superior, WOW, unexpected service. In a nutshell, it means doing what you say you will, when you say you will, how you say you will, at the price you promised-plus a little extra tossed in to say I appreciate your business."

Ed in our last class gave a tool to do just that, take care of your customers. It’s like a maintenance check with a call for action at the end. Here are the five steps:

• Appreciate: Call them and let them know how much you really appreciate them and their business.
• Changed: Ask them if anything has changed in their business lately. It might turn out that things have and you have something you can offer them or you can refer them to someone who can help them.
• How are we doing?: Yes, ask them. And then really listen and want to know. Now is the time to deal with any issues. If you ask you are a hero. If you don’t and there’s a problem, they will go away and you won’t know why, but chances are lots of other people will.
• If you were me, what would you do to improve the process/service/product? This is powerful. Give you clients a chance to be CEO for a minute and give you their feedback on what you can do better. Or what you should stop doing.
• Introduction: At this point you can see if there is anyone they would feel comfortable introducing you to.

By the time you have gotten to the last step, you have become a trusted advisor and they will be thinking of someone they can call on your behalf. It is important to do this all the time. This is part of the sales process and it will allow you to go back and re-sell over and over again.

"Successful people ask better questions and, as a result, get better answers."

Tony Robbins

The Sales Funnel

I have been doing some study on the sales funnel, what it is, what to do with it and why it is important. Since I am a high Visual I needed a spiffy graphic to help me understand it. Here is one I found that really describes it in simplistic terms.

What became apparent to me is that you need to first identify who fits into section "C" or what is your niche and who is your target audience. Then you need to find them for section "B" and make them aware of your product or service. You will then need to facitilate a process to allow them to be in a position to buy it from you "A."

On a tape that I have been listening to it even suggests that you attach a dollar value to each of the potential customer so that you can track the potential dollars you can earn. When you don't get the sale, you can see what that might have cost you. The goal is to then debrief and see why it didn't happen and then determine what each transaction cost you. The best part is you can really learn from this and create strategies for the future on how you handle future opportunities.

Be there or Be Square

I have to tell you that when my alarm clock went off at 5:30 this morning I was not jumping for joy to get up to get to an early morning networking event. I actually thought, well it wouldn't be so bad if I missed this one, I'll just go to the next one. Then I heard the responsible adult say, get up and make it happen. So out of bed and out the door I went. I took the kids to the before school program (which they love-helps with the guilt) and got to the meeting. This was an interesting exercise in itself since there is a huge convention at the convention center and all the gates were closed to get in and the room was not set up for anyone to easily find the meeting. Finally, I arrived and was able to sit down and enjoy my meal and some great conversation.

The presentation was terrific. Actually, it was alarmingly short which allowed for a great interaction with the group and some really deep conversations. I felt really good about some the feedback I was able to contribute and the contacts I made there. Overall it was a great event.

So what's my point? At any time in the process I could have bailed on going to this event. I could have let being tired keep me from being there. I could have been frustrated with getting into the facility be enough to send me back to the office. I persevered and kept my focus on the goal which was the consistent behavior of being out there to capture opportunities. The good news is that this was a fruitful event that will lead to a qualified future. All in all a successful event.

Nuggets from the Room

It was a great class on Tuesday. It usually is, but the energy this week seemed to be pretty amazing. Some great stuff was said that really stuck with me. I am sure I heard some of it before, but it really hit home this time.

• You can't manage time, you manage behavior. Basically, we all have the same amount of hours in a day, so what we do in the hours is what matters.
• Presidents Club and Quick Start was likened to the need to consistently sharpen a knife after some use because it gets dull. So for those of us in the trenches, selling and/or allowing our customer's to buy from us, we need to be in the room on a regular basis to make sure we don't get rusty, dull and loose our skills. That is when we hone them.

Good stuff. Sometimes I have to pinch myself, because I love what I do so much.

Focus Grasshopper

You are probably wondering what happened to the posts. It has been a month since the last post. Well, for me life kind of got in the way, and I am just now getting back into my grove. I had a death in the family, there was a week of vacation and the back to school dance which now translates into the more time for Lia shuffle. So now that I have a handle on my schedule, and I've sorted through the last month, what is next?

The Power of Focus!!! I am creating a plan with behaviors that will generate quantifiable results. The plan is well rounded to include both cold and warm activities as it relates to prospecting as well as the activities of nurturing current clients. I am sharpening my saw with new tools that will help me help my clients and grow as a professional. All in all it is a great time.

Although the last month was a bit hectic and more like a roller coaster ride, it was a time for growth and great insight which will lead to giving me the ability to go from good to great.

Sharpening the Saw

One of the things that I do to Sharpen My Saw is to participate in Toastmasters. It serves many purposes. My main goal is to develop my speaking skills so that I will be prepared to train for Ed when the time comes. It also helps me develop meeting planning and implementation skills as well as leadership skills. This year I have been fortunate to be elected President of the Club. The most important piece has been my ability to think on my feet. Something that is critical in my line of work.

Last night was the Humorous Speech Contest and the Table Topics Contest. Table Topics is an opportunity to give a 2 minute impromptu speech about what ever the person wants you to speak on. They escort the contestants out of the room and each one is brought back in to answer the same question. The one who most effectively answers it is the winner and goes on to the next level. Sounds easy, right. After all it is a Humorous Speech contest, how hard can the Table Topic be. That's what I thought. Imagine my surprise when Ash presented me with the following table topic "You come face to face with a Suicide Bomber, what do you do or say to him."

Don't ask me what I said, it's all a blur. I know I breathed a lot, like Ed taught us. Before the night was over, I was surprised to find that I had won that portion of the event. I am always looking for ways to keep sharp and stay on top of my game. Who know when I might have to answer that question again, hopefully never.

Farmer's Need Hunters

The results are in regarding hiring the right person. As you may know, there are farmers (generally people who service their customers) and hunters (people who bring in new accounts - sometimes called rainmakers). For me the ideal candidate is a hunter who knows how to farm (cultivate). Afterall what is a farm without rain, barren. I just saw some statistics that were eye opening based on companies that use assessments. See for yourself.

In a recent analysis of the last 5000 sales candidates assessed, the data showed that 24%, 1 out of every four candidates, could not, do not, and will not prospect for new business. How would you like to hire one of them? Oh, you already did?

The same data showed that 45%, nearly 1 out of every 2 candidates could not, do not and will not close. I'm certain that you've hired some of them. In reality, 92% of all candidates will have fewer than 23% of the attributes in the closer skill set and 36% of all candidates will have fewer than 53% of the attributes of the hunter skill set.

What does this mean?If you don't use a pre-employment assessment, that can identify the small percentage of candidates who will close and the small percentage of candidates who will hunt, your chances of hiring a winner are quite slim.

Source: http://www.objectivemanagement.com/

So when I look at sales people I look for someone who can hunt and also has the ability to farm. What does this do? Well they will find and close, and then they will service the heck out of them. After that they will reap the benefits of the seeds they have sown by way of referrals. Sounds good to me.

The Results Are In

I didn't set my goals high enough. I am learning our new Sales Accountability Software by utilizing it myself. As part of the program, you set activity goals for your self. Except for a few I exceeded my expectations. That does not mean that I am that good, by no stretch of the imagination. What it means is that I need to reach higher, stretch. I also might need to better understand the goals that I am setting to see if I really am being realistic. To make my point here is my week.

Activity	Goal	Mon	Tue	Wed	Thu	Fri	Sat	Total	Percent
Cold Phone Calls	15	17	0	5	0	0	0	22	146%
Follow Up Phone Calls	15	2	0	11	1	2	0	16	106%
Conversations with Decision Makers	5	7	0	3	0	1	0	11	220%
Appointments Set	2	1	0	2	0	0	0	3	150%
Referrals Asked For	3	0	1	0	0	2	0	3	100%
Networking Events	2	0	1	0	1	1	0	3	150%
Client Calls	2	1	0	0	0	0	0	1	50%
Client Notes Sent	3	0	0	2	1	0	0	3	100%
Prospects Disqualified/Closed Files	5	1	0	0	0	0	0	1	20%

When I really look at this I realize that when I was filling in Cold Calls some might have actually been warm calls. So I need to be careful that I am really understanding what my standards are so that when I fill it in that it is accurate so Ed and I can use this as a tool for me to grow.

This is way too cool.

Sales Accountability - What's That???

Picture managing a sales force with targets they are supposed to reach and behaviors they are supposed to perform. At the end of the week they don't seem to be bringing in the results. So what's the problem? Now picture a sales person who is surpassing all their goals. Hmm. What's going on? Now you can know! And now there is a tool to help you manage the sales people who are not performing to their potential and learn from the ones who are exceeding your expectations.

Sales Accountability is a program that you can use online to manage your team. Each team member creates a profile with realistic goals and objectives. Then on a daily basis they quickly update it, online, no matter where they are. Then at a quick glance they can see how they are doing. No surprises at the end of the month or quarter.

When you have a team member who is struggling you can coach them on their behaviors and what they are doing and help them discover what they could be doing differently to get better results. Check out the web site and let us know if you want to try it out. We can set you with a demo to see this tool.

I have been using it and I can tell you it is eye opening. No more head in the sand and sad sob stories of why things aren't happening. Now I can focus my attention and work on what I need to in order to get the job done. Wow, for me it is awesome. I love what we do.