Posted: May 26, 2021 | Categories: Customer service, Leadership, Sales

If you are a homeowner, you have professionals and tradesmen you count on to keep your dwelling fixed, cleaned, and updated. You have air-conditioning, heating, appliances, and lawn equipment. You protect your physical and financial well-being with professionals like dentists, doctors, and accountants. We establish relationships with these people that often last many years. We trust them. When they retire, we have a gap to fill.

Two years ago, my HVAC guy retired. When he did, he gave me the name of another company I could connect with. The next time I needed help, I called this company. They were on time and solved my problem for a fair price. We were off to a good start.

This year, I decided to do some preventative maintenance, and I had the new company out for a routine AC check. I had the AC on, and it was humid 90-degree day. The tech got out all his equipment and cleaned the coils and grill in the outdoor unit. Next, he went to check the refrigerant. He shut down the AC to clean it. When he went to turn it back on, nothing happened. The unit would not receive power through the 32-year-old junction box. So let me get this straight: You come in on a hot, humid day, my AC is working fine, you work on it, and now it is not working. Hmmm…

At this point I took a step back, set aside the “dinosaur” part of my brain, and began asking questions. As it turned out, the tech was following normal procedure, and when he shut off the breaker, it failed. Now we needed a new box. Paul, the tech felt badly about what happened, and said he would talk to the boss.

About 1/2 hour after the call, I called the owner of the company. He knew all about my situation and was very understanding. He said, “Paul was following the right procedure when he turned off the power outside. If that had been me, I would have turned off the power downstairs since the box was so old” In other words, Roger (the owner) was backing up his tech, and admitted that the problem might have been able to be prevented. Roger’s transparency and empathy convinced me I had the right “go-to” person. He was fair with the charge, and I plan to buy a new unit from him this fall. Roger dealt with my crisis well and used it as an opportunity to strengthen our relationship.

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.