July 1st, 2009 admin
I had the opportunity to meet a dear friend for dinner at a local steakhouse near my home. As we were seated, Danny Devito’s twin greeted us. Oscar aka Danny took almost 25 minutes to return to our table taking drinks and our meal order. Mind you this was not a very busy evening, but you could tell from the moment we were seated Oscar did not want to be working.
During our order I desired one of two choices: fish or steak. Naturally I asked Oscar which he believed best. His glib reply, “Well this is a steakhouse”. My friend and I were aghast but continued our meal.
No one needs to be treated disrespectfully whether eating a meal or simply sitting in the waiting room of a physician’s office. The fact is that customer service is a vital aspect for each business; product or service.
Here are some thoughts for sales professionals, managers, and business owners.
1. Smile – The first thing consumers see when they are getting serviced. Ensure there is a smile on every agents face. When was the last purchase you made from David the Depressed?
2. Enthusiasm – Smart people like, smart-ass people can live without. If your people do not like what they do, ask them to leave.
3. Engaging – Service does not have to look similar to Thanksgiving Dinner with the family but it does require being genuinely interested in others. Ensure conversations occur.
4. People Make a Difference – Hire the right people for the right job. Clearly Oscar had no business waiting tables on a busy Saturday evening.
5. Check your Baggage – Like you there are good days and bad days, everyone has them, however consumers do not care. Leave the misery and angst at the door; service everyone equally and respectfully.
2009. Drew Stevens PhD. All rights reserved.
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June 19th, 2009 Drew Stevens
(St. Louis, MO) Business expert, Dr. Drew Stevens provides cures for new chiropractors just starting a new practice. One of the most important concepts for entrepreneur business survival is having an articulate strategy that provides the vision and mission for organizational success. Tuesday June 23rd, Dr. Stevens will be visiting Logan College to give a seminar to upcoming chiropractors to present them with successful practice management strategies.
Dr. Drew will be speaking about the three strategic pillars for any successful chiropractor. According to Dr. Stevens, the most important of these pillars is customer service, because in an age when competitive differentiation is required; customer service is vital to organizational success.
“I am honored to be asked by Logan College to come and speak to their future generation. A point of expression is that chiropractors, like many other business owners need to be marketers.” Dr. Drew states, “My emphasis will be on the three pillars of success; sales, marketing and customer service.”
Stevens Consulting Group is an international consulting organization specializing in business growth. Dr. Stevens is a business growth and selling specialist having served over 60,000 professionals around the globe.
For more information on Stevens Consulting Group, visit www.stevensconsutinggroup.com or call Saisha Judd at 281-546-5094/877-391-6821.
Posted in Customer Relationship Management, Customer Service Training, Dr. Drew, Dr. Drew Stevens, Drew Stevens PhD, Management, Sales Fitness, Sales Management Training, Sales Training, business development, customer relationships, customer retention, customer service, customer service ideas, customer service seminars, marketing, marketing techniques, practice management, practice management for chiropractors, sales and marketing, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales strategy, sales techniques, sales tips, selling skills, selling techniques, selling tips | No Comments »
June 12th, 2009 admin
Marketing Blunders
I work with numerous non-profits and entrepreneurs that desire more recognition for their business. When I ask to see their collateral materials or for that matter any marketing materials I notice several fascinating issues. According to the American Marketing Association, marketing is the organizational function and set of processes for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders. However, my observation is that many fail to illustrate value, engage in a meaningful customer relationship and illustrate benefit to the stakeholder.
Here are several issues that require immediate attention for client acquisition:
1. No value, no client. It is imperative that all collateral materials and messages illustrate client value. Materials must have meaningful benefits the client receives.
2. Ignore the competition. When your marketing speaks about competitive services and issues, you demerit your firm. Focus on the highlights and the value, stop keeping up with the Jones’.
3. Poor copy. Nothing is worse then placing an advertisement with poor spelling and grammar. Use a grammarian and editor to professional check and repair issues. Illustrate your best!
4. Lengthy copy. We live in a world that desires to tell, tell, tell. Emotion is what moves consumer’s not lengthy diatribe. Follow the KISS method.
5. Incomprehensible messages. Refrain from schmaltzy messages that you enjoy and understand. The question is does the client? Ensure your copy and illustrations are understood.
6. Lack of action. With over 8000 messages per day, it is vital for clients to notice your message. Ensure success with an action step for example, call now, register etc.
7. Lack of brand. If brand is what you desire then ensure it is seen. Enlarge logos or other illustrations that depict and help to establish your brand.
Copyright 2009. Drew Stevens PhD. All rights reserved.
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June 12th, 2009 admin
One of the many facets of my expertise is coaching others in their respective business. In the last several weeks several individuals have approached me with concerns about their business and as any good coach listens, he notices patterns.
Here are some suggestions to aid your woes:
1. My former track coach used to ask me “Are you sitting on your past”? Both entrepreneurs and selling professionals appear bewildered by the recession. Some are so stumped they are unclear how to develop and acquire business. Simple…sell. Nothing happens without making a sale. With that in mind, we are beginning to come out of this economic panacea but if you are hungry then go seek your prey.
2. Selling is a critical factor for any business but so is marketing. It is imperative that selling professionals and entrepreneurs market daily. The avatars are networking, conducting seminars, meeting with clients, anything to build recognition.
3. Seek out referrals; they are simply the best tool for business development. Referrals assist brand and they are much better than making 50 cold calls. When you need a repairman or physician do you look in the white pages?
4. Stop feature selling. Engage in terrific dialogue that produces value for the client. The client is concerned with, “How will it assist me” not the color blue.
5. Stop speaking and start listening! Two ears one mouth. You discover more when you ask questions and listen for information.
6. My mentor states “seek success not perfection”. Not every conversation will result in a sale, win some lose some, however learn from it. Edison failed 1000 before he invented the lightbulb.
7. If you have extra time seek out development. Selling is a profession and I tire of those that do not engage in professional development. If you had a issue with a debilitating ailment for example diabetes or heart, would you seek the professional that is constantly learning or the physician that graduated 22 years prior and never went back to school?
Copyright 2009. Drew Stevens PhD. All rights reserved.
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June 11th, 2009 Drew Stevens
Drew and other experts offer tips on building brand. Here is a post by Ken at FuelNet.
A crisp new dress shirt is not going to make you stand out on a busy intersection in Manhattan — you’re just another face in the crowd. The same can be said for a growing business as competition stiffens and consumers’ belts tighten in these turbulent economic times. An image enhancement alone won’t make an impact; you need to truly engage people in a meaningful way. Here are some tips for building brand equity with customers and prospects:
Read More: http://tiny.cc/YJiiD
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June 11th, 2009 Drew Stevens
By Drew Stevens PhD
Whether you own a business or simply sell for a living, it is imperative to be known. Name recognition is the method in which brands are built. The notion of brand building begins with the knowledge that everything in business starts and stops with selling. Selling is the backbone of every organization- profit and non-profit. All focus and energy must be granted to this vital organizational function.
The largest issue today is being heard above the din. Competition and clutter have obscured messages to the client. There are more than 8000 marketing messages per day, in excess of 250 million websites, 100 million blogs. Getting customers to hear you is more difficult then ever. You need to create a gravitational pull to you so that you spend less time calling and handing out brochures. You need to invent magnetism so that clients gravitate to you. My program “Split Second Marketing™ Building a Message that Clients Hear” contains over 25 different marketing attraction techniques.
However there are certain things one can do to amplify your brand and be heard.
Recession Roundabout – The current recession is expected to end in the third quarter of 2009, yet many organizations continue to decrease marketing and sales spending to save money. Recessions are times to spend money. When the competition decides to decrease expenses is the precise time to overtake them. Spend now to build brand and surpass the competition.
Blogs – Professional blogs are a tremendous method to help build brand. Client case studies and analysis can be immediately posted. Prospective clients admire winning solutions for existing customers.
Website - No one in business today functions without a website. The sheer presence alone provides credibility and attention.
Email – Stop using ridiculous emoticons, quotes and jokes in your signature. Provide a framework of your professionalism and contact information so that others can reach you.
Speaking. One of the best methods to introduce your expertise is to tell others about what you do. Rotary’s, Kiwanis, Chambers of Commerce are constantly in need of experts. Contact these organizations or others to discuss content to enlighten their members. Participants are attracted by new and interesting content.
Writing Articles. There are more newspapers in circulation today then ever before. There are a multitude of newsletters, web sites, regional business magazines, and local newspapers starving for decent material. Articles need not be more than 500 to 1000 words. With good content and a solid byline your message can be in the hands of hundreds or thousands.
Lunch and Learns. These concise information sessions last no longer than 30 minutes during a corporate luncheon and feature your content. Benefits are a live audience, interested attendees and low cost of acquisition.
Products. When clients become enamored with your content your style and most importantly your results, they want you!!! Products such as CD’s, DVD’s, books, booklets, hooded sweatshirts, etc. make great passive income.
Copyright 2009. Drew Stevens PhD. All rights reserved.
How can you increase your earnings with less labor? You can discover the Secrets of the Pro’s when you subscribe to international sales expert Drew Stevens’ “Fast Track Selling Toolkit”. Visit http://www.drewstevensconsulting.com/freestuff and get hundreds of dollars in FREE selling tips. This information is guaranteed to provide you with the new sales and higher commissions!
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June 11th, 2009 Drew Stevens
Drew Stevens PhD
My wife and I have been fortunate to purchase three new homes in our lives. With each experience we bought larger and more lavishly and have learned from each experience.
Our purchases enabled us to meet and speak with many interesting people as well as those who should be forgotten. Those unremembered include the useless real estate agents on both ends of the transaction. During the boom era of the 1980’s and 1990’s those involved in real estate enjoyed very nice commissions. However these professionals were merely order takers and not selling professionals. Good times disavow the need to follow selling methods. In many cases some agents were simply picking up the telephone and writing contracts.
In my transactions, all three of my representatives never followed up post transaction and coincidentally never rang to seek referrals. I guess the pipeline was full with other anticipatory prospects.
However, the profession of selling requires a different skill set, one based on both value and relationship. People buy from those they trust and those they respect. Selling is not about order taking it is about building a relationship.
Selling requires proactively covering all bases. Some of the requirements include:
· Be punctual. No client should ever wait for a sales professional. Leave earlier and arrive before the appointment not just prior.
· Return all calls in a timely manner. I have a rule where all calls are returned in 90 minutes.
· Be gracious. Use please and thank you. Commissions are gleaned from value provided they are not a right of the profession.
· Remain with the client before, during and after the sale. Even a physician follows up with his patients post surgery.
· Conduct a 30, 60 and 90 day follow up to determine any dissonance.
· Remain in contact with the client. Constant contact might help with future referrals.
Refrain from becoming an order taker and be proud of the profession you are involved with. Remember that nothing, and I mean nothing happens unless something is sold. No company functions without a sale. Do not demean your craft and yourself with ludicrous principles shared by lackadaisical individuals.
Copyright 2009. Drew Stevens PhD. All rights reserved.
How can you increase your earnings with less labor? You can discover the Secrets of the Pro’s when you subscribe to international sales expert Drew Stevens’ “Fast Track Selling Toolkit”. Visit http://www.drewstevensconsulting.com/freestuff and get hundreds of dollars in FREE selling tips. This information is guaranteed to provide you with the new sales and higher commissions!
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June 5th, 2009 Drew Stevens
Sales Managers have a myriad of issues to deal with. From generational issues to increased pressure to generate revenue, sales leaders feel constantly under attack. Sales leaders need to produce more than ever, while increasing margins. In addition, the current economic issues challenge leaders with cost containment, talent retention and profitability gains.
Today’s leaders are feeling the pressure. Following are the top 10 things to consider to simplify the leadership role.
1. Leaders must be examples. Leaders need to act in harmony with employees and ensure equal treatment of all.
Employees and managers need to operate simultaneously without lines of bureaucracy. Culture within the
organization must ensure equality of all and consistent focus on the customer.
2. Bureaucracy. Sales leaders are best served by eliminating unneeded bureaucracy. Unnecessary policies, processes and procedures frustrate staff, create delays and forces companies to lose focus on customer needs.
3. Too many silos. Companies are in business for one reason - to create clients. End the infighting and focus on the most vital asset! When the fighting ends (and everybody understands their reason for being employed) the business can become profitable.
4. Lack of cooperation with marketing. Sales and marketing often exist in silos and in many instances operate as separate organizations. Selling professionals believe marketing develops pretty brochures and marketing alternatively believes sales people simply make too much money. When these organizations operate synergistically to assist the customer everyone wins.
5. Accountability. It takes time and effort, but it is absolutely vital to the success of the sales organization. Sales professionals must adapt and become productive or face termination. Nothing happens without a sale and everyone needs to operate at maximum efficiency.
6. Talent retention strategies. On boarding requires a coordinated organizational effort to guide and mentor new and existing employees to huge gains in productivity. Research illustrates that 69% of organizations with a structured program have a higher success factor of maintaining employees beyond three years.
7. Lack of cooperation with Customer Service. Similar to working with the Marketing Department, sales leaders must also understand customer issues and customer value. The information gained from shopping the business helps to be tuned in to customer issues and their quick resolution.
8. Human Capital Development. Of the 120 billion dollars per year invested in human capital development only a small percentage focuses on sales training. There are three prevalent issues:
1) Sales Managers typically state a lack of time for training. Nothing is more imperative than an investment in your human capital.
2) Sales Managers typically hold short-term event-based training. Development is a process not an event! Beliefs, habits and values will not alter in a seven-hour program.
3) No accountability. A travesty of development is the lack of accountability following a development program.
9. Selling Methodology. A report from CSO Insights suggests that over 90% of most selling professionals and their organizations lack a selling methodology. It is imperative for a leader to institute an organizational methodology that establishes client value, creates interest and closes sales.
10. Business Analysis. The best sales leaders take the time to shop the business, the competition and the customers. Acknowledging and leveraging the best industry and competitive practices provides foundations for future success.
Copywrite 2009. Drew J. Stevens Ph.D. All Rights Reserved.
How can you increase your earnings with less labor? You can discover the Secrets of the Pro’s when you subscribe to international sales expert Drew Stevens’ “Fast Track Selling Toolkit”. Visit http://www.drewstevensconsulting.com/freestuff and get hundreds of dollars in FREE selling tips. This information is guaranteed to provide you with the new sales and higher commissions!
Posted in Drew Stevens PhD, Sales Management Training, Sales Training, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | 2 Comments »
June 3rd, 2009 Drew Stevens
One of the most important concepts for entrepreneur business survival is having an articulate strategy that provides the vision and mission for organizational success. For many firms, strategy fails in implementation because it 1) reaches too far into the future or 2) is not understood by management and staff and 3) lacks accountability. Organizations will fail in the latter two areas when there is little incentive for following procedures and processes.
The core tactics directly support the major pillars of professional success for any and every organization including chiropractics. In fact, many chiropractic firms are lacking in two areas or more. The turbulent economy requires new methods of reaching patients and retaining those that sit on the fence. Chiropractic like any successful business requires the 3 Strategic Pillars: Sales, Marketing and Customer Service.
1. Customer Service. Peter Drucker once stated that every organization exists for one reason- the customer. Yet survey research proves that asking chiropractors why they are in business, over 87% state the reason as money. Untrue. This is absolutely the wrong way to think about a business. The business of chiropractics requires an inexplicable amount of foot-traffic dependent demographics and location. In an age when competitive differentiation is required; customer service is vital to organizational success.
Customer Service is not simply a notion or experiment; it must be the organizational culture. This begins with the front desk and the manner in which each patient is greeted. It extends to the treatment room and how Physician Assistants and other staff engage and interact with patients and finally it is the mannerism of the doctor. There is an ever present need to provide an experience that keeps patients returning and creates a buzz for the firm.
2. Marketing. Chiropractors are not in the back treatment business, they are in the marketing business. According to the American Marketing Association, marketing is the organizational function and set of processes for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders. This denotes that chiropractors must conduct business activities that provide value, increase buzz, and engage prospective patients while finally converting them into frequent clients.
Recent research illustrates an interesting perspective; chiropractors not working the business. Ironically nothing happens without a client. However, rather than use integrated marketing concepts, doctors hang shingles, place ads and build buildings without return on investments. Today, patients are receiving more than 8000 marketing messages per day. This equates to a myriad of messages from competitors and non-holistic advocates that deter messages from your organization. To be successful, a business must create a series of integrated messages that produce brand appeal and client allure. Nameplates on buildings do not equate to client value.
3. Sales. Without something being sold nothing happens. If one wants business they must seek it. The practice of chiropractic requires a doctor and all the staff to be ready to make a sale. Simply put this requires a cultural mindset. Selling is simply moving the patient relationship forward so that there is trust and value. Patients conduct business with whom they know and trust. This is a competitive differentiator. All staff needs to engage patients and create trusting and rewarding relationships.
Chiropractors must be very active and educated entrepreneurs. The business requires strategies and techniques that move patients from the stands into the field of play. It is not about treating body issues and ailments but how effective the physician and staff is at getting out the message, creating a buzz and increasing foot traffic in the waiting room.
Copywrite 2009. Drew J. Stevens Ph.D. All Rights Reserved.
Patient Room Empty? Seeing better methods to expand business with less labor? You must gain free sales and marketing strategies from Dr. Drew. Visit http://DrewStevensConsulting.com/freestuff
Posted in Drew Stevens PhD, Sales Management Training, Sales Training, practice management, practice management for chiropractors, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | No Comments »
June 2nd, 2009 Drew Stevens
I recently became involved with several ventures that have allowed for business expansion and revenue gain. Through each of these ventures I have become involved with a myriad of selling professionals and their attributes - or perhaps lack thereof.
I recently returned the call of a selling professional who had called me. Not only did he not recall my name, but left his cell phone as his call back number and he answered on speakerphone. What if I were a client? How unprofessional!
I am continually surprised by the lack of discipline and professionalism in the profession of selling. My recent observations illustrate an increased degradation in the spirit, behavior, ethics and actions of many so called professionals. There are times I think I am in the real time version of Boiler Room!
Items that require immediate change:
1. Dress the part. I tire of the bromide of business casual. If you want to be in business you need to look the part. Stop dressing like you are working on an automobile, dress better than your clients.
2. Answering Calls. As I mentioned above, I recently returned a sales call to the number given- their cell phone! Worse yet they answered with the speakerphone! Ghastly. This is a distinction certain to cancel many contracts. Calls must be returned to hard line phones and with the headset. The example implies “I am too busy for any more sales revenue”.
3. Voice Mail. Simply leave a name, number and best time to reach you. Why deliver a Shakespearean monologue, no one has the time to listen.
4. Voice Mail Part Deux. Leave a professional voice mail. Be professional, not casual.
5. Voice Mail Three. Provide accurate data as to your availability.
6. Customer Service. According to Challey Research 40% of client interaction involves customer service. All calls, and I do mean all calls, require a reply during the business day. Stop procrastinating.
7. Customer Service Part Deux. The proliferation of caller ID has enabled many professionals to avoid calls they would rather not take. Selling is a profession not an entitlement, every call from a client is an opportunity to provide value and obtain revenue. With increasing competition, clients can quickly become antagonists. Caller ID works both ways.
8. Email Apathy. Many representatives use email because it is easy. Selling is a relationship business and requires client interaction. Email is vexatious and illustrates your apathy. If you want to engage, pick up the telephone or visit. Why do exactly as your competitor?
9. Email Part Deux. Read your email prior to sending. Do not send what you did not mean.
10. Language. Increase your vocabulary and literary skills. There has been a degradation of language in both secondary schools and university. Proper language engages clients and instills confidence.
Ó2009. Drew J. Stevens Ph.D. All Rights Reserved.
How can you increase your earnings with less labor? You can discover the Secrets of the Pro’s when you subscribe to international sales expert Drew Stevens’ “Fast Track Selling Toolkit”. Visit http://www.drewstevensconsulting.com/freestuff and get hundreds of dollars in FREE selling tips. This information is guaranteed to provide you with the new sales and higher commissions!
Posted in Drew Stevens PhD, Sales Management Training, Sales Training, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | 1 Comment »
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