August 10th, 2010 Drew Stevens
I recently reviewed a “Lead Generation Survey” by CSO Insights and found the following. “In 2007, customer acquisition ranked number two on the list, where 65% of the firms surveyed listed it as a key priority for marketing.” (CSO Insights 2010)
Perhaps I am mistaken but isn’t the reason to be in business customer acquisition and retention? Was I sleeping? If acquisition and retention of clients is not a priority what on earth can be first?
This statement conjures three very specific issues:
1. Firms that are avaricious and favor profits rather than customers.
2. Firms that lack a solid strategy with a core driving force.
3. Poor leadership.
The major goal for business is customer acquisition and retention. Customer to customer influences is stronger than ever. Simply put, customers become marketing avatars espousing the organizations’ value. In fact, nothing happens in a company without a customer! Therefore, there only priority is customer acquisition.
©2010. Drew Stevens PhD. All rights reserved.
Drew J. Stevens Ph.D. (Dr. Drew) is the author of Split Second Selling and the soon to be released Ultimate Business Bible and six other business books on sales, customer loyalty, self mastery and business development solutions. Drew helps organizations to dramatically accelerate revenue and outstrip the competition. He conducts over 40 international keynotes, seminars and workshops per year. Dr. Drew is the founder of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Acceleration. To discover how Dr. Drew can assist your organization visit his marketing and sales website or call 877-391-6821.
Posted in Business Development Solutions, Customer Relationship Management, Dr. Drew Stevens, Drew Stevens PhD, Sales Training, Uncategorized, account management, asking questions, business development, closing techniques, cold calling, customer loyalty, customer relationships, customer retention, customer service, lead generation, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | 1 Comment »
August 5th, 2010 Drew Stevens
My family and I were having issues with our television service and called our provider for assistance. After being placed on hold and conducting numerous tests a technician was dispatched to our home 12 hours later. Considering, this is not bad,
The following morning a technician arrives and conducts a battery of tests to determine the source of the issue. We speak for a few moments and without hesitation he returns to his truck and begins to replace every cable box we have. No questions, no further tests, nothing. More importantly, there was more interest in moving from my home to the next and just getting through the day. The technician illustrated little passion, little interest and little customer connection. This was simply a job.
Service providers have an obligation to perform higher than those with products. With a myriad of competitors the only line of differentiation is customer service. Customers are the purpose of business not an interruption. Remain attentive to customer retention or risk facing a power outage.
2010. Drew J. Stevens PhD. All rights reserved.
Drew Stevens is one of the world’s leading authorities on Sales Marketing & Business Development Solutions . Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Acceleration. To discover how Dr. Drew can assist your organization visit his marketing and sales website.
Posted in Customer Relationship Management, Drew Stevens PhD, Sales Training, customer loyalty, customer relationships, customer retention, customer service, entrepreneur, legal marketing, marketing, marketing techniques, practice management, practice management for chiropractors, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | 1 Comment »
June 17th, 2010 admin
The odds of your business surviving five years are 50-50 according to David Birch, former head of a research firm specializing in studying small business data. (Isen 2007) There are many reasons why a business will fail. Much research is available to denote which factors are the most important, however, it appears that most business fail because they lack focus on the organization’s most vital asset – customers.
Solo practitioners begin a business for two reasons; money and passion. Business professionals desire to take their passion and make money from it, and there is little harm in this. There is no better way to enjoy your time on earth than to do the thing that you enjoy.
However, with passion there is a need for focus. Presently with the cacophony of noise due to the Internet and social media resources, consumers are overwhelmed with messages. Consumers today require differentiation to denote whom to shop and whom to avoid. Unfortunately the Internet’s ubiquity hinders variety so that only option remaining the builds brand and business success is customer service.
Customer service is simply the organizational culture and processes that entrepreneurs create to ensure allure. Consumer decisions are driven by emotion. Service must be enculturated into the organizations so all staff become dependent on the client. This is an important construct; there is little difference from one retailer to the next or one restaurant to the next with one exception- customer service. When treated correctly, customers inform others of their experience helping to manifest the organizations brand and announce it to others. No marketing tactic in the IMC process is as cost effective as a word of mouth.
When customers believe and trust their vendor they tell others helping to create brand differentiation. Exemplars include Apple whose retail outlets are the busiest of any mall and Zappos.com whose unblemished customer service helps helped to brand to proliferate.
If there is little belief in customer service think again. According to both Dun and Bradstreet and the Small Business Administration, businesses with fewer than 20 employees have only a 37% chance of surviving four years. Customer service can provide the life raft of success if used correctly. In reviewing the success statistics, would you rather be a follower or a leader?
©2010. Drew Stevens PhD. All Rights Reserved.
Drew Stevens is one of the world’s leading authorities on business development and sales. Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness. To discover how Dr. Drew can assist your organization to increase their business development skills visit him at www.stevensconsultinggroup.com
Posted in Customer Relationship Management, Dr. Drew, Dr. Drew Stevens, customer loyalty, customer relationships, customer retention, customer service | Comments Off
May 3rd, 2010 admin
Like many individuals that suffer from time and talent, my green thumb lacks color so I prefer to use the services of a lawn care company. It is one thing to use a lawn care firm to save time but another to waste time for poor service.
During the past two years, the organization delivers services I did not request. Within 72 hours of application the company hands off to a Call Center that repeatedly calls my home seeking payment! . Worse yet the firm has my private cell number and has contacted with me during business meetings to obtain payment for services I did not order.
Although I explain the concerns of fees- their sole purpose is to get the money. They are very aggressive.
For the third time in two years my wife and I terminated the service of TruGreen. In early April 2010, I returned from a business meeting to find a technician once again applying chemicals to my lawn even though services were cancelled. Once again I called to cancel. Suffice to say it is easier to catch a taxicab in New York City on a rainy day then get a manager to return a call.
With the inherent lack of customer service and leadership from my local office I wrote a brief note to the President and CEO of TruGreen to have my issues immediately corrected. He never called or wrote. He had a manager in the local office call me five days later to amend the issue.
The reason why service today in many firms like TruGreen is so poor is because leadership is poor. Leaders in many organizations do not serve as exemplars. Organizations exist for one reason- acquisition and retention of clients. When there is little or no service there are few customers.
Companies wonder why there is no loyalty and why brand suffers. Organizations do not create allure when poor management places a pall on culture.
More ironic is that ServiceMaster owns TruGreen. Ironic when the sister organization cannot extol the company name. Service Blaster is more suitable.
There are seven secrets for selling effectiveness. Click here For a Free Report 7 Secrets to Selling Success
Drew Stevens is one of the world’s leading authorities on business development and customer satisfaction. Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness. To discover how Dr. Drew can assist your organization to increase their business development skills visit him at www.stevensconsultinggroup.com
Posted in Customer Relationship Management, Dr. Drew Stevens, Economic Volatility, account management, asking questions, business development, closing techniques, customer loyalty, customer relationships, customer retention, customer service, lead generation, leadership development, sales and marketing, sales as a career | Comments Off
April 12th, 2010 admin
In the last several weeks I have solicited over 20 vendors for a variety of reasons; restaurants to home improvement centers. There is a stark contrast in treatment from one establishment to the next. Most bewildering is the general lack of focus and respect for customer service. The simplest issue for any business is retaining clients by treating them well. Research over many years proves that it is less expensive to maintain your current client base rather than acquire new.
As a business development and customer service consultant I am more sensitive to the issues. However let me offer some free advice that will save organizations money, time, stress and most of all, customers.
• When a customer walks into an establishment or walks to a cashier please have your staff smile and say hello. The world’s icebreaker is an empathetic smile.
• Remember customer’s names. The sweetest sound customers hear is the name of their name, do not screw it up, repeat it the name if needed.
• Have nametags available for all employees. Nothing is more bothersome than to not know the name of staff.
• Eliminate the ready, fire, aim approach to service. Start having employees listen and question. Nothing can be heard when both sides are speaking.
• Check the baggage. Consumers do not care if employees received a ticket before work; have a toothache or the myriad of other excuses. It is about the customer not the worker. Bad attitudes are to be left at home.
• When possible have all employees wear ubiquitous uniforms especially in service establishments such as doctors, specialists, etc. It is helpful to know staff from vendors or perhaps other customers.
• Have staff address me formally unless told otherwise. Respect is the better part of valor no matter the generational differences.
• Inform staff that cell phones and the rude act of text messaging are off limits during work hours. Attention must be given to the customer not the evening date.
• Ensure background checks on delivery personnel. In the last several weeks I have noticed seven traffic infractions. The most notable – Stop sign avoidance!
• Stop the banter. When clients arrive undivided attention is to be given to them. Refrain from rumor mongering and speaking ill of the previous client.
• Offer frequent customers some type of VIP service. The most treasured become your greatest marketing avatars.
• Create a customer culture all hired need to be focused on your greatest asset- customers.
• People remember the first thing they hear and see and the last. Make a positive first impression and a memorable last.
©2010. Drew Stevens PhD. All Rights Reserved.
There are seven secrets for selling effectiveness. Click here For a Free Report 7 Secrets to Selling Success
Drew Stevens is one of the world’s leading authorities on business development and customer service. Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness. To discover how Dr. Drew dramatically accelerate your business development and sales skills visit his sales and marketing website.
Posted in Customer Relationship Management, Drew Stevens PhD, Sales Training, customer loyalty, customer relationships, customer retention, customer service, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | Comments Off
November 21st, 2009 admin
Quote of the Day
“By failing to prepare you are preparing to fail.” – Benjamin Franklin
Thought of the Day
I was in the middle of a meeting yesterday when my cell phone rang. I do not typically answer any calls during a meeting but I informed my client I was expecting a call. That said, it was not my call but a cold caller! The typical mundane salutation immediately perturbed me, “Hey are you”? I retorted with the issue my number was private she should not have access. She replied, “I got it from a list.
This is the reason why cold calling gets its knocks. It is the reason why selling professionals gain the stereotype. It is also the reason why many individuals are having issues opening doors. Einstein once stated, “Insanity is doing the same things repeatedly and expecting a new result.” Why follow the rules of the foolish when you can no results. Cold calling when done incorrectly only leads to a fools method of rejection.
Best Practice
Cold calling is still a method of obtaining new business if done appropriately, strategically and professionally. Here are some tips:
- Prepare for every call before you pick up the telephone. Research the company, the person and identify the possible objectives the client might desire.
- Prepare a list of questions for each call. Know what you are prepared to say before you say it.
- Do less talking and more questioning. More information is gained when the prospect does the speaking.
- Make notes and paraphrase when issues arise so they are understood.
- Listen for objections to address additional questions.
- Open the call with potential issues for the client not tiresome lines.
- Realize you are not selling product, merely building a relationship.
There are 12 techniques you can use daily to assist you sales efforts. If you seek a quick 12 step tip sheet for cold calling email me today. And ask about our Free 30 Minutes “Sales Acceleration Coaching Clinic”.
©2009. Drew J. Stevens Ph. D. All rights reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Selling and the soon to be released Ultimate Business Bible. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness with Dr. Drew. To gain a free 30 Minute Coaching Session or to request Secrets of Ultimate Business Success contact Dr. Drew today get the proper prescription for your success.
Posted in Customer Relationship Management, Referrals, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, customer service, lead generation, leadership development, marketing, negotiating techniques, negotiation, networking, relationships, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales techniques, sales tips, sales trends, selling skills, selling techniques | Comments Off
November 19th, 2009 admin
It is the age of information and knowledge, but it is ironic how lazy many have become. Each day I am amazed over the emails, newsgroups and other electronic media requesting innovative methods to sell. Folks if you or others like you are not making your numbers and seek answers to your selling woes look within! If you seek The Secret, here it is… there isn’t any. There are four issues prevalent in today’s society:
- Selling is a relationship business. And, your relationships should be with buyers not gatekeepers. I suggest a quick review of your address book and CRM system. As they say in the database world; garbage in, garbage out. Further look around you and determine whom you speak with and whom you network. Filter your network to only include those that can make a purchase decision.
- Selling requires a process. If you have never been taught how to sell and your organization does not provide training- invest! There is nothing more sickening then the person that wanders in the woods without breadcrumbs. The process of selling is similar to a GPS system; it guides you toward your markets, your buyers and your eventual contracts. Research shows that failure to have a solid process negatively impacts your closure rates. I am amazed and those that desire results but refuse to invest in expertise. Do you join a gym yet never exercise?
- If you build it they will not come. I tire of stupid organizations that believe their product and service sells itself. Recently a young man approached me about coaching and he requested reimbursement from his structural engineering company. The President stated, there is no need to invest in training since engineers do not need to know how to sell. This pomposity ruins organizations and profits because they will not or ever will invest in their greatest asset- sales. If you work for such an organization or your present manager shares such beliefs- leave. Trust me the business will not be around long.
- So many even those reading this post feel victimized by customers, competition, the recession, etc. These are excuses not solutions. Stop hiding behind rocks, rugs and rooms and begin to invest in things that help you become innovative. While there is much uncertainty during a recession, there are assurances. 1) Growth and innovation spark during recessionary times. 2) Those that move are not captivated by fear. 3) Those that go against the tide thrive. Start learning, growing and educating not getting stuck in the malaise of Internet promises. Create your own original opportunities. By gosh do something!
There are 12 techniques you can use daily to assist you sales efforts. If you seek a quick 12 step tip sheet for selling efficiency email me today. And ask about our Free 30 Minutes “Sales Acceleration Coaching Clinic”.
©2009. Drew J. Stevens Ph. D. All rights reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Selling and the soon to be released Ultimate Business Bible. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness with Dr. Drew. To gain a free 30 Minute Coaching Session or to request Secrets of Ultimate Business Success contact Dr. Drew today get the proper prescription for your success.
Posted in Customer Relationship Management, Dr. Drew, Dr. Drew Stevens, Drew Stevens PhD, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, customer retention, exceeding customer expectations, lead generation, leadership development, pipeline management, practice management, price objections, prospecting, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales trends, selling skills, selling techniques, selling tips, selling to c-level, tip of the week | 1 Comment »
November 12th, 2009 admin
If you’ve been struggling to
close enough sales and you’d like
a major breakthrough, then I’d like
to invite you to take advantage
of a special, “Split Second Selling” personal, 1-on-1 coaching
session where we will work
together to…
=> Create a crystal clear vision
for the sales success you desire
(we’ll set targets for prospecting
activities, and ‘close ratios’ that
will give you the lifestyle you
desire)
=> Uncover hidden challenges
that may be sabotaging your
sales success (we’ll pinpoint
specific areas that cause
breakdowns in the sales
process so you can make
immediate changes)
=> Leave this session renewed,
re-energized, and inspired to
break your personal sales
records and enjoy a great
income.
If you’d like to take advantage
of this very special, very limited,
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“Split Second Selling” coaching
session, click reply and answer
the questions below…
1. How long have you had your
current sales position?
2. What kind of product/service do
you sell?
3. What are your sales commission
goals for the next 12 months?
4. What were your sales commissions
from the last 12 months? (ballpark)
5. What do you see as the major
challenges holding you back from
selling as much as you want?
6. On a scale of 0-10, how important
is it for you to overcome your
challenges and achieve your sales
and lifestyle goals today?
7. Full Name
8. Email Address
9. Phone #
10. Time Zone
Check off the areas you’d like to work on…
__ Finding a Great Prospect List
__ Prospecting
__ Assessing Needs
__ Presenting Your Offer
__ Overcoming Objections
__ Closing the Sale
__ Getting Referrals & Up-Selling
__ Other
Since we’re making this offer
for the first time right now and
we don’t know how intense the
response will be, we can’t
guarantee a coaching session
for everyone.
We’ll take as many people
as we can and then start a
waiting list. You can expect to
get contacted by our team to
schedule your session within
the next 3 business days.
If you don’t hear from us,
it means we’ve received more
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right now and if something opens
up we’ll get in touch with you
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Again, to take advantage
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Warmest Regards,
Dr. Drew
PS: The sooner you send us your
answers, the more likely you are to
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Posted in Customer Relationship Management, Dr. Drew, Dr. Drew Stevens, Referrals, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer retention, customer service, exceeding customer expectations, lead generation, negotiating techniques, networking, prospecting, qualifying, relationships, sales and marketing, sales coaching, sales effectiveness, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales strategy, sales techniques, sales tips, sales trends, selling skills, selling techniques, selling tips, selling to c-level, tip of the week | 1 Comment »
February 21st, 2009 admin
Television is boring and I do not watch much of it but I was viewing the news the other day when a commercial appeared for a dietary product. A celebrity spokesperson was pitching a product and stated there are 10 vital reasons why consumers should purchase. For the remaining 26 seconds she discussed 10 benefits to her, who cares! Viewing in disbelief I thought of the selling profession and the relevance of a great play.
For those of you that every watched the play or movie “Phantom of the Opera” there is a beautiful scene when Christine Daae looks in the mirror located in her dressing room and is introduced to the Phantom. During this scene the Phantom sings the words, “Look at your face in the mirror I am there inside…” Christine sees the Phantom- not herself. The metaphor between the Phantom and the ridiculous commercial is this, how often do selling professionals make presentations where focus is on the sales person. Who cares?
There is only one item that a selling professional must focus-the customer. One does not do so by allowing focus on them. Too many professionals spend too much time worried about their compensation, and their territory, they lose focus on the most important asset- the client. It is disheartening that professionals have become egocentric. Selling professionals must direct conversation to the client. Sales professionals can create better music with few alterations.
Preparation
One of the most daunting items I experience when coaching sales managers are the numbers of selling professionals unfit to speak to clients. Some, not all, have little knowledge of the client, the industry, the competition and the issues. Selling professionals simply cannot engage in meaningful value driven dialogue if there is no understanding of the client’s issues. It is imperative to read the press, conduct some research, view the website, anything possible to better understand whom you are speaking with.
Stop Feature Selling
Prospective customers are only concerned about what the product or service will do for them. Focus on value not on features. No one buys features.
Emotion makes the sale
Customers make a purchase because of the emotion evoked with the use of the product. Marketers are masters at creating sensory awareness and this is a useful tool for selling professionals. Consumers never make rational decisions. In fact logic makes people think, however if you want them to purchase then you want them to act. Enlighten emotion by engaging the five senses with benefits and value.
Conversation
The best selling professionals understand how to engage in conversation. Yet all questions and comments focus on the value to the prospective client. Good selling professionals provoke questions that engage the customers pride, passion, purpose and painlessness. In fact, the better the questions the more engaged the customer creating more listening for the selling professional.
Focus
Some selling professionals are anxious to make a sale. In doing so, they are focused on the future and not the present. Professionals must avoid distractions such as cellular phones, email etc and live in the moment to maintain energy, direction and speed on the client issues.
Stop Closing
Too many selling professionals spend more time attempting to close business rather than create relationships. People buy from those they know and those they trust. Closing techniques only annoy and frustrate, if you want business, make friends first.
The best plays like Phantom harmonize perfectly because of the outward focus of both actors and musicians. All the comprehensive pieces perform melodically to engage and entertain the participant. Selling requires a similar methodology. The core of selling harmoniously requires professionals to be outwardly focused and intently maintaining the moment. Orchestrate your next appointment with proper questions, enough homework and the desire to create relationships.
©2009. Drew J. Stevens Ph.D. All rights reserved.
Posted in Customer Relationship Management, Drew Stevens PhD, Leadership, Referrals, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, exceeding customer expectations, lead generation, leadership development, marketing, marketing techniques, negotiating techniques, negotiation, networking, pipeline management, presentation skills, price objections, prospecting, qualifying, recession, recruiting, relationships, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales strategy, sales techniques, sales tips, sales trends, selling skills, selling techniques, selling tips, selling to c-level, tip of the week | Comments Off
January 15th, 2009 admin
Get to know your Customers Day
Whether you are an entrepreneur or selling professional the biggest asset to your business is your customer. As Peter Drucker once said the only purpose of any business existence is the customer.
Although January 15 is “Get to Know Your Customer Day”, this must be proclaimed each day. Lights do not function, cash registers do not open and phones do not ring without a customer. Here are some tips to illustrate customer appreciation:
1. Send a thank you note to every client past and present. Do not attempt to sell them anything, simply thank them for the business.
2. The use of CRM, (Customer Relationship Management) tools are common. Ensure success by including key dates such as anniversaries and birthdays. One of the greatest examples of CRM is Southwest Airlines. Every year they send a personal thank you card to their customers.
3. Provide a special sales promotion. Retailers constantly provide sales promotions but what have you done for your customers. They are the ones that truly keep you in business.
4. Depending on the size of your operation call your clients if they have not visited. A call from you just might prompt a surprise visit.
5. I mentioned the use of CRM, use paper or computer tools to recall family, pet names, spouses and significant others. Customers will think you have the memory of an elephant but they will admire the attention.
6. To help acquaintances offer your customers something free. They will appreciate the additional attention and good will.
7. Get your employees and freelancers involved. Customer appreciation and knowledge is a cultural shift. The more prevalent the culture of customer service the better the productivity, the better the morale and the better the patronage.
Today’s tight competitive market creates a dire need for customer service. With numerous competitors and a myriad of distractions, customers believe there is ubiquity and they obtain similar services from any vendor. The key to competitive differentiation is customer service. Appreciation from your greatest asset takes no time, little investment and pays a huge return.
©2009. Drew Stevens. All rights reserved.
Posted in Customer Relationship Management, Drew Stevens PhD, Sales Training, customer loyalty, customer relationships, customer retention, customer service, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | Comments Off
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