General Fiasco Business and Management Site

Archive for June, 2010

In business, the customer is always right – sometimes confused, misinformed, rude, stubborn and changeable, but never wrong. Ever date anyone like that?

Customers are the reason you have a business. Without them, no matter what you do, there isn’t any business.

Therefore, you should approach customer service the same way you approach a date. Nurture it with good habits and relentless care. Each date builds on the previous one. Each sale does the same in building customer retention.

So, here are the simple suggestions for “dating” your customer and enhancing your business relationships.

* Dazzle customers with your service. The key to good customer service is treating all your customers well but not necessarily the same. Respond to their needs as individuals. While one customer might need a ton of help and attention, another might prefer an opportunity to browse with privacy.

* Anticipate the needs of your customers by emphasizing service over sales. Good service sells. But pushy service people who are always trying to sell more can be a major turnoff to all customers.

* Treat your customers well by being a problem solver. If you can’t help the customer, help him or her find someone who can. Customers appreciate your help – even when you aren’t directly profiting from a sale. Just consider it an investment. They’ll appreciate the advice and remember your business the next time they need your goods or services.

* Innovate by understanding that most rules should be flexible. Don’t ever say, “No, that’s against the rules,” to a customer who’s making a reasonable request. Your main rule – one that should never be compromised – is to keep your customers happy and satisfied.

* Nurture your employees by giving them the care and respect that you want them to give your customers. If you treat them well, your employees will be great ambassadors of service. If you treat them poorly, they’ll treat your customers badly in turn.

* Guarantee that your customers keep coming back. Have a great customer service plan and post it in a central location for all to see. Once employees understand the importance of great customer service, you will have customers returning over and over.

Let’s look at what the experts advise. By the way, while these tips sound bizarre — they’re real nuggets, so stay with me:

1. Be an authentic liar.

2. Be your own valentine.

3. Fight bull.

Here’s how these successful experts connect with the marketplace – and you can too:

Be an authentic liar. In his latest book, All Marketers Are Liars, Seth Godin explains “the power of telling authentic stories in a low-trust world.” Mildly unsettling at first, he makes the case that our buyers are actually the ones who are lying. To themselves. About why they want to buy from us.

Successful marketers are just providing the stories that our buyers choose to believe. But here’s the rub: you have to really live the story you’re telling. The second a potential buyer smells anything less than complete dedication to what you’re selling, you “cross the line from fib to fraud.” It’s simply not good enough to have a good story. You have to live up to it as well. If you’re a cobbler with no shoes, why should your clients take your advice?

Be a role model for what you sell, and nothing less. Then tell a good story about it, to buyers who want to believe.

Be your own valentine. In his hot little book, Little Red Book of Selling, Jeffrey Gitomer takes a tough-love approach to helping us be the best version of ourselves we can be.

My personal favorites are:

• No Whining (“Don’t whine to me that the customer won’t return your call. Study voicemail. Don’t whine to me that your boss is a jerk. Get a new one. Don’t whine to me that your company won’t give you a laptop. Go buy one.”)

• Kick Your Own Ass (“Ever have a bad day? Ever lost a sale you thought you had? Ever had someone say yes to you and three days later just evaporate? Wanna know what to do about it…? Kick your own ass. No one is going to hand you success…that’s something you have to do for yourself.”)

The heart of Gitomer’s message is put your heart into your work…and if you don’t love what you sell, go sell something else. No amount of cleverly packaged marketing spin can camouflage a missing heart. Your clients will see right through it and won’t buy from you.

Research shows that people buy professional services because of trust. In Gitomer’s words, “If they like you, and they believe you, and they trust you, and they have confidence in you…then they MAY buy from you.”

Let your heart shine through in your words and actions. If you do, your clients will like, believe, trust, have confidence, and buy from you.

Fight bull. In their recent book, Why Business People Speak Like Idiots: A Bullfighter’s Guide, Brian Fugere, Chelsea Hardaway, and Jon Warshawsky give it to us straight. Stop using words that are meaningless, boring, indirect and obscure. Start communicating with your own voice, personality, and style.

How many times have you sat through mind-numbing presentations, meaningless PowerPoint slides, or felt no connection with (no trust in?) the person trying to sell you on their idea, service or product?

So stop. Just stop adding to the bull that piles up every day in business communications. Talk and write to your target audience person-to-person. Ask them simple questions that get to the heart of their wants and needs. Tell them that you’ve thought a lot about their situation and have some ideas that might help them. And do it without the crutch of slides, silly business-speak, or slick messaging.

In other words, just be yourself.

*WIIFM: What’s In It For Me?

References

Fugere, B., Hardaway, C., and Warshawsky, J. (2005). Why Business People Speak Like Idiots: A Bullfighter’s Guide. New York: Free Press.

Gitomer, J. (2004). The Little Red Book of Selling. Austin: Bard Press.

Godin, S. (2005). All Marketers Are Liars. New York: Penguin.

Whether you’re an introvert or an extrovert, feel like you have the gift of gab or just don’t know how to make small talk, networking know-how is very important for your business success. There is a notion in business that I believe most of us subscribe to that says “all things being equal, people will do business with and refer business to those they know, like and trust.” And the key to this is obviously being able to develop relationships.

Think of networking as the cultivation of mutually beneficial, win-win relationships. In order to be win-win, there must be GIVE and take (notice the emphasis on give). Networking shouldn’t be viewed as “events” where you go to sell your business. When effective networking is taking place, the parties involved actively share ideas, information, resources, etc.

Ok, so you know that you should be networking because it is one of the most cost-effective lead generation activities when used wisely, appropriately and professionally. But, maybe that seems easier said than done. Here’s a seven step plan to really get going with networking for your business.

1. Check out several groups to find the best chemistry and perceived value. Most groups will allow you to come and visit at least a couple of times before you have to join. Go and ask around to find out why others have joined and what value they get out of belonging.

Resist the urge to just go join the Chamber of Commerce simply because everyone tells you that’s what you need to do. If that’s not where your target group can be found, then you might just be wasting a considerable amount of time (and money).

I’m not telling you not to join the Chamber. Just be clear about what you’d like to get out of this or any other group. If it’s to find prospective clients or referral sources, then you need to be networking where those resources can be found.

2. When you find a group or two, join and go to all the meetings you can. Don’t go just once or twice expecting things to happen and then if they don’t quit. Building mutually beneficial, win-win relationships will take some time.

The contacts you make need to constantly see your face and hear your message. Continual contact with others over time will open up opportunities for you to go deeper and learn more about each others thoughts, ideas and capabilities in regards to your respective businesses.

Know, like, and trust generally only happens over time. Being regular and persistent will pay off.

3. Get involved – be visible. Do as much as you can to make yourself more visible within the organization. Volunteer to help with meetings, be on committees, or become a leader or board member.

Being involved does a couple of things for you and your business. First, you’ll get more opportunities to establish connections and get to know some of the contacts you’ve made even better. Secondly, the higher the visibility you have in the group, the less you’ll have to work to make new connections. Instead, as new people come into the group, they will likely seek you out because they view you as a leader within the organization.

4. Keep your circles of contacts informed. Don’t just assume that running in to someone once a month (or even once a week) will cause them to start doing business with you or sending it your way. You need to let them know what’s going on when you’re not at that particular group in order to inform and educate them.

Send them invitations to your events or open houses. Send them email or letters to share big news or success stories, especially anything of relevance to them or those in their networks of contacts. If you believe that you have valuable ideas, information and resources to share with others, then doesn’t this just make sense?

5. Work at GIVING referrals and sharing valuable information. That’s right, you need to be willing to GIVE before you get. That means you need to get to know other members and what makes a good prospect for them. What kinds of information might you have access to that could be useful to them?

You may initially think you don’t have much of value to share with others (besides your business and what you provide). Part of the key to getting good at giving is to not make assumptions. For example, don’t assume that some basic resource (e.g., a web site) that you’re aware of is familiar to someone you might be talking to just because they are the “expert” in that field. Be willing to ask if they know about the resource and ready to share if they don’t.

Want to get better at actually giving referrals? Here’s a simple question to ask someone you’re connecting with. “How am I going to know when I meet a really good prospect for you?”

Just the fact that you are willing to explore giving will elevate your know, like and trust factor.

6. Focus on Quality, not Quantity, Quantity, Quantity. It’s not necessarily about the number of connections you make, but about the quality of the ones you do make. Are they mutually beneficial, win-win relationships?

Quality connections will be identifiable because all involved parties will be actively sharing ideas, information, and resources. Yes, it is true that you need to spend some time and effort getting to know the other person(s) and what’s important to them. But, you also need to be clear and actively thinking about what information or resources you want and need.

Staying in touch with and following up with a smaller number of quality relationships will generally be much more productive than trying to follow up with a larger number of superficial contacts.

7. Be persistent, but be patient. The goal of a networking event shouldn’t necessarily be to come away with prospects every time you go out, but to come away with great connections. Networking usually takes time to get the relationships developed and nurtured.

Don’t approach networking as a scary proposition or a necessary evil for being in business. Take the pressure off yourself and really focus on how you might be able to connect with someone you meet. Focus on them first and look for ways to be useful to them. As you become known as a connector you’ll eventually be ready to reap what you sow.