November 26th, 2008 admin
If you need sales skills and methods to grow your business then you must join Fast Track Sales Clubs. The unique blended learning provides immediate access to innovative and time tested techniques from Top Sales Expert and Business Growth Specialist, Drew Stevens.
No business grows without acquiring new customers. In fact, nothing happens to your business without a sale. Utilities do not function, employees do not get paid and you do not receive compensation without a sale!
To grow business, acquire and retain clients and gain financial prosperity requires a single focus and most important accountability. Coaches assist elite individuals uncover underutilized strengths and hide weaknesses. Coaching helps provide a single focus and work towards the tip of the arrow rather than just the target.
In addition, in a time pressured world and multi generational environment modalities of learning change. Professionals desire assistance wherever, however and whenever they need it. Using the power of technology coaching is available throughout the day!
Finally, Athletes practice, attorneys practice, students practice and musicians practice. Business professionals must practice! . Too many individuals attempt things once and quit. Whether a diet, gym membership or other life altering experience, individuals try one time and leave without moving forward. The key to self-mastery is continuing. You must practice everyday. Just like you body is an investment, so is your mind!
Join our Fast Track Selling Club and watch your business dramatically accelerate!
For additional information click here…
Posted in Business Communication, Communication Training, Customer Relationship, Customer Relationship Management, Customer Service Training, Drew Stevens, Drew Stevens PhD, Management, Positive Selling, Public Speaker, Public Speaking Skills, Sales Management Training, Sales Training, Sales marketing, Selling in a Bad Economy, Strategic Selling, Tips and Techniques, Training, account management, brand recognition, branding, business building, business development, business selling, cold calling, customer service, customer service consulting, customer service ideas, customer service seminars, customer service skills, effectiveness, efficiency, great customer service, lead generation, lead inquiry, lead management, life balance, make money, marketing, marketing help, marketing techniques, marketing tips, marketing tools, productivity, productivity techniques, sales coaching, sales effectiveness, sales help, sales manager training, sales selling, sales skills, sales strategist, sales strategy, sales success, sales techniques, sales trends, self development, self doubt, self help, self mastery, selling, selling effectiveness, selling skills, selling skills sales seminars, selling strategies, selling strategy, selling techniques, selling tips, small business, small business success, small business techniques, tips on marketings | No Comments »
November 11th, 2008 admin
Dress codes in the United States historically morph from decade to decade. The majority of thought suggests that business professionals must dress professionally, Male dress code denotes a suit, perhaps with tie and for ladies perhaps a dress, business suit, skirt or other business apparel. However, if one meanders down Broadway in Manhattan, Market Street in St. Louis or the Miracle Mile in Chicago, over the last 10 years business patterns changed.
In the last 10 to 15 years, an emergence of business casual attire has adopted from the East Coast to the West. It is common for professionals to wear jeans, T –Shirts and sneakers or boots to the office. While I enjoy fashion trends, one worth terminating is business casual.
Casual dress inspires casual conversations and behavior. In the 10 to 15 years, it has become noticeable for productivity to decrease at work. There exists a potpourri of information on productivity in the workplace and many point to dress code. Casual dress simply promotes apathetic behavior.
Second, numerous business professionals engage with client’s daily. Clients desire to conduct business with those they trust and exemplify expertise. If there were a need to visit a cardiologist or an investment banker, what might be your feelings if they greeted you in blue jeans and a polo shirt? Would you prefer someone that dresses the part?
A diminishing trend seems to exist. In the last two to three years, I am noticing more men and women wearing business suits. Airports that once greeted polo shirt and khaki passengers are filling with grey and blue pinstripes, leather soles, and pumps. If you want to look the part, you must be the part. Invest in your business, in your profession and in your closet. Resist the population and settle for professionalism. Seek out clothing that embodies your professional image; purchase a nice briefcase, pad folio, and pen. In addition, watch accessories that dampen your appearance such as watches, rings, and bracelets. Dress for success and watch your image flourish.
© 2008. Drew J. Stevens. All rights reserved.
Posted in Business Communication, Communication Training, Customer Relationship, Drew Stevens, Drew Stevens PhD, Employee Performance, Expertise, Sales Management Training, Sales Training, Sales marketing, business building, business development, business selling, customer service, customer service consulting, customer service ideas, effective leadership, effectiveness, efficiency, improve customer service, sales help, sales selling, sales skills, sales success, sales techniques, self development | No Comments »
November 10th, 2008 admin
One of the most provocative topics in present business is leadership. Managing, motivating and directing organizations is challenging, however, guiding personnel is more challenging. Recent research abounds on helping leaders motivate and improve morale, and most solutions fail.
While the available research is useful, it encapsulates issues denoting immediate change. The primary challenges are that in order to change results, beliefs must change, and further change can result from an event such as training or a workshop. Organizations, employees, and notably behavior will not change with one program. Changing beliefs requires a process. This helps stimulate attitudes and beliefs. When organizations develop a process methodology, silos decrease, productivity increases, and morale improves.
During our 15 years of research with hundreds of small and multinational organizations and business leaders, we find a lack of process. We believe that business functions similar to athletics; they both require commitment, energy, and practice. Leaders must take new processes, allocate accountability and time, and apply process principles. We developed PRACTICE to assist leadership deployment.
P – Personnel Comes First
The vital asset of any organization is an employee. Internal stakeholders are the nucleus of organizational function and production. Loyal core provides results and profits. Leaders must acquire, develop, and communicate to the core. Organizational culture exemplifies employee assets. Personnel retention and morale are higher when culture focuses on employees. Loyal employees like loyal clients assist in profitability.
R – Relationships with key Stakeholders
A study by the Corporate Leadership Council reveals the tremendous impact managers have on an employee’s level of commitment. It is imperative to note that individuals do not leave companies - they leave poor managers. Failure to build inter-office and departmental relationships contributes to negative morale. Research shows that taking time to build relationships with employees through personal interaction is a key step for high morale. Employees need to feel trust and respect.
A - Attentiveness to Strategy
Many leaders pay many large consulting firms, exorbitant fees for strategy. The only problem, the research remains in an office bin or shelf. The problem with strategy is two-fold, 1) executives that do not understand or believe it and 2) a failure to communicate the strategy to all organizational stakeholders. Strategy cannot sit on a shelf. Similar to blood through veins, strategy must produce within all functional levels. Failure to communicate speed, direction, and fuel consumption eventually leads to a tragic crash or a lost vehicle.
C – Communication Essentials
Research into leadership illustrates an interesting correlation with famous and egregious leaders. Ironically, both groups exemplify superfluous oratory. Leaders understand the need to communicate. Announcements good or bad provide feedback required by employees to understand purpose and direction. A failure to communicate is a failure to lead.
T – Talent Acquisition
1. Start with the right people. No firm we work with ever hires on a proactive basis. Most firms conduct employment searches reactively. Seek employees that fit with the organizational culture and with the obligatory skills. Never wait!
2. Hire for skill – Talent is innate. Organizations hire for personality and behavior first and skill second. Skill is not interchangeable, behavior is. A great hire might have a wonderful temperament and lack the skill to plug a socket into an outlet. I recall a five star hotel that hired another level of housekeeping to repair floors. Hire the right people for the right job and lower costs.
3. Look at best practices from best people – Management focuses on “fixing those that cannot” rather than “improving those that can”. Icons of performance exist in your organization. Discover what they do right and encourage others to emulate it.
4. Passion – In the 1980’s Sylvester Stallone appeared again as Rocky this time with a theme, “Eye of the Tiger”. What a great metaphor for valuable talent. Seek to acquire talent that truly loves work.
I – Investments in Assets
Investment in the number one asset- people is vital. Never terminate training when results lower, rather increase them. The time for improvement is when things need improvement not when they are working well.
C – Cultural Strategies
Leaders develop the culture and those that do, have skin in the game. Apple UPS, Southwest, and many others illustrate an uncompromising need to serve clients and treat employees well. Develop cultures that strive for greatness not adversity.
E – Evolving with the Enigma
Organizations are enigmas just when you gain a resolution they change. Organizations must be open to and flexible with change. However, doing so requires critical, consistent, and collaborative analysis. Obtain a team that provides honest feedback, timeliness, and insight.
Similar to the athlete striving for perfection, leaders too must practice to alleviate imperfections. The best leaders constantly evaluate, seek success, and adopt new methods of improvement.
© 2008. Drew J. Stevens. All rights reserved.
Posted in Drew Stevens, Drew Stevens PhD, Employee Performance, Expertise, Human Resource Management, Leadership, Leadership Training, charismatic leadership, define leadership, effective leadership, effectiveness, executive leadership, good leadership skills, leadership coaching, leadership defined, leadership effectiveness, leadership qualities, leadership skills, leadership style, leadership theories, productivity, productivity techniques | No Comments »
October 27th, 2008 admin
After a recent teleseminar, a participant requested information about motivating his fitness trainers. Apparently, when members arrived, his trainers offered little appreciation. Members felt more of an intrusion then an asset.
I encouraged the owner to develop his staff. If your gymnasium as similar issues here are four methods of assistance.
1. Hiring is a key success factor. It is imperative to hire the best people for particular positions even if you pay them more. Do not sacrifice on this issue. Personnel are the linchpin between members and utility bills. Review your staff and ensure you have the proper people in proper positions.
2. Customer Focus. Peter Drucker’s famous quote, “A business exists for one reason- the customer” is paramount to the fitness business. If the mission and vision is to alter the lives of others, it is not rocket science to lose focus. However, many gyms do. All personnel must maintain focus on the client with eye contact, relationships, telephone inquiries, etc. Anything and everything the fitness center does must revolve around the customer.
3. Customer Loyalty. Develop your staff; ensure they understand the importance of proper customer service. Provide foundational customer service skills such as smiling, telephone replies, relationships with clients, service to clients, focus group, etc. Ensure your staff knows that failure to conform to customer service can result in member loss and fitness center closure.
4. Reward Programs. Reward those that set and establish best practices. Employees love recognition. Let them know you appreciate customer service efforts. Perhaps the best performers will encourage others to do so.
2008. Drew J. Stevens. All rights reserved.
Posted in Customer Relationship, Customer Relationship Management, Customer Service Training, Drew Stevens, Drew Stevens PhD, cusotmer service training, customer loyalty, customer retention, customer service, customer service consulting, customer service ideas, customer service seminars, customer service skills | No Comments »
October 23rd, 2008 admin
The American economy is volatile, customers are more demanding, customers are not reachable and the end of the year is only weeks away. Will you make quota? Are you reaching your annual objectives? Will you survive the precariousness? You will, as long as you change your selling habits and adjust to present norms.
The myth for selling managers and professionals is that cold calling works. More importantly, some professionals believe the more calls the more successful opportunities. This is far from the truth. A dramatic shift has occurred in client- sales relationships- the Internet. The proliferation of technology and the facilitation of information create the chasm. Customers have too much information to discern what they desire. Clients know more about the products and services you sell then you do. For many years, selling existed to demonstrate the mechanics of products and services. However, a new process is required, movement from product presentations to value. Clients need to understand the impact your offering has with their need and how quickly it assists.
Most importantly, to better understand value, clients desire a relationship. They want to trust their selling professional continually as a respected partner. So how can you gain the inside track for clients to like you?
For many years, I have been preaching that the best selling professionals conduct research. Clients devour a professional that understands their company, their issues, and their industry. In addition, if you want to make an impression understand how the competition integrates in the relationship enigma. There are numerous resources to use such as newspapers, quarterly periodicals, Internet sites, and company databases. Research is a vital part of client relationships; ensure success with good investigation.
Another method to help build relationships is terrific communication techniques. Clients admire those that simply listen. Competition reduces and relationships built by those with empathy for customer issues. Speaking does not enable comprehension for issues, but listening does. Devote time for developing questions that provoke insightful customer responses.
Finally, there is a cliché worth embellishing for our example, “Keep your competition close and your customers closer”. Technology is about connectivity. We all feel overwhelmed by the largess of email and voice mail. However, technology provides the competitive advantage of maintaining customer connections. Preserve clients with proper communication. The best rule of thumb once or twice per month either telephonically or directly.
Similar to an athlete seeking to gain a competitive advantage, you too must seek the inside track. Clients today are more discretionary. Ensure your success with proper relationships that enable competitive advantage, insight, and availability and watch your goals become reality.
© 2008. Drew J. Stevens. All rights reserved.
Posted in Drew Stevens, Drew Stevens PhD, Sales Management Training, Sales Training, Sales marketing, sales effectiveness, sales help, sales manager training, sales selling, sales skills, sales strategist, sales strategy, sales success, sales techniques, sales trends, self development | No Comments »
October 23rd, 2008 admin
Ethics and professionalism are typical concerns of consumers for selling professionals. The independence of the professional provides instant scrutiny. Selling professionals learn to muster diligence given constant observation. That said, professionals must maintain patience when dealing with difficult clients and the plethora of sales issues.
Every profession contains issues and selling is no exception. One prevalent thematic issue is client pet peeves. These issues are not only exasperating to the selling professional but serve as closing obstacles. Identification of these issues can aid in daily efficiencies and selling effectiveness.
Unreturned telephone calls. Nothing is more exasperating then consumers that do not return phone calls. In the day of spontaneity and speed to market, response times are critical. Selling professionals do no call simply to sell product but to follow up on imperative information. Nothing is more disturbing to a professional than a lack of response. Selling professionals leave your message and move on. Lamenting over unresponsiveness creates negative energy. Move your attention to positive areas; negative energy simply exerts energy that is more negative.
Hurry up and wait. The idiom delays after a quick activity. Conflict occurs from an indecisive decision maker or simply happenstance. However, the conflict occurs more often then not. Selling professionals benefit with calls to action and deadlines, instruct prospective clients that proposals, agreements and other paper work require 24-hour decisions; failure to comply terminates any current agreement. Hold consumer’s accountable, desire their representatives.
Duck and hide. Avoidance avoids conflict. There is a systematic issue in today’s culture; consumers do anything to avoid conflict. Rather than confront selling professionals and issues such as price etc, consumers simply avoid conflict. Consumers hide behind “caller id” they do not voice mail and email. Consumers desire people they can trust and respect, so do selling professionals.
Incorrect information. There is no purpose in leading selling professionals astray with poor and useless information. Selling professionals are like great detectives, if pushed they eventually discover pertinent data, however nothing is more disrespectful then lying.
Hiding the decision maker. All selling professionals understand that all closing decisions require a decision maker. Gatekeepers provide numerous obstacles. Decision makers require value to alleviate issues that inhibit profits and productivity. There is no reason to hide the one person that can make the decision that benefits the entire organization. Sales costs increase when others inhibit the process and progress.
Caesar Syndrome. Andy Warhol once stated that everyone in their lifetime is due 15 minutes of fame. With selling professionals, fame is not an option. Selling professionals exist to fulfill the wants and needs for clients. Clients have more information with the proliferation of the internet, however while content is king, consumer self worth is not part of the selling process. Selling professionals provide value in the information shared not helping to increase consumer ego.
Today’s competitive environment contains plentiful impediments for success. However, none is more aggravating then the presented issues. Consumers offer a myriad of challenges. Personalities will clash, individuals not comprehend value, and products appear wearisome. Yet, in an era of ethics, character and accountability, professionalism is still required. Consumers will continually place barriers but while selling professionals illustrate professionalism so must the customer.
© 2008. Drew Stevens PhD. All rights reserved.
Posted in Drew Stevens, Drew Stevens PhD, Sales Management Training, Sales Training, Sales marketing, sales help, sales selling, sales skills, sales success, sales techniques, self development | No Comments »
October 16th, 2008 admin
Watching the recent debates and other national political contests reminds me of two sales professionals trying to close business. One of the most daunting issues of note is how politicians denigrate the competition. The skill that has always stuck with me over my entire sales career is to focus on one thing- you! Sales professionals like politicians illustrate 1) weakness and 2) lack of client outcomes when needing to speak ill about competitors.
It is vital that selling professionals focus on client outcomes, results, and most importantly, client need. Derogatory remarks focus on fear, place that party on the defense, and annoy prospects. Prospective clients want answers to “What is in it for me?” When combative selling professionals slam each other, clients look elsewhere for business.
The best politicians like selling professionals focus on one thing- the client. Grandma always told me never engage with bullies, this is dependable advice. When caught in the derogatory net, the best focus on the issues clients desire answers. The next time a competitor tries to engage, act like a politician; remove your focus from the bully and become myopic to the prospective client.
© 2008. Drew J. Stevens. All rights reserved.
Posted in Drew Stevens, Drew Stevens PhD, Sales Training, Sales marketing, business development, business selling, marketing, marketing help, sales and marketing, sales effectiveness, sales help, sales selling, sales skills, sales strategist, sales strategy, sales success, sales techniques, sales trends, selling, selling effectiveness, selling skills, selling skills sales seminars, selling strategies, selling strategy, selling techniques, selling tips, small business, small business success | No Comments »
October 9th, 2008 admin
Peter Drucker once stated that the purpose of every American business is one thing – creating customers. Research by the American Management Association show that your average HAPPY customer will tell 3 people about her experience with you. Research shows that, out of 25 dissatisfied customers, one customer complain, 24 are dissatisfied but do not complain, and 6 of 24 non complainers have serious issues with the organization. More importantly for selling professionals, customer service is included in 40 percent of every client interaction.
I remember the greatest words I ever heard when seeking to repair my computer after a 3 hour conversation, the representative getting tired stated, “You are a customer, and I will get this repaired for you no matter what”. When you supply grand slam customer service, your business costs are lower and your success greater.
Great Service Requires Great Solutions
After doing some research, I have discovered that the key to grand slam customer service is practicing it. Just like an athlete practices for an event, or the musician practices for a concert, the service provider must practice. Here is my seven-step protocol to enhance your service delivery.
PRACTICE ™ Customer Service
• Positive First Impression – you must be genuinely interested in assisting others. passion and empathy separates the athletes from the spectators.
• Rapport – 98% of every interaction involves trust and respect. Ensure you establish rapport with every client.
• Assess the Issue – Asking provocative questions is the only way to get to the heart and soul of every issue.
• Communication – The best communicators listen first and speak second. Athletes know when to ask and when to tell.
• Time Management – Customer Service representatives are trained to expeditiously respond to issues but can you do this qualitatively too?
• Interest – Gaining interest requires an understanding of the multi generational and cultural issues that assist in building rapport and becoming genuinely being interested in others, a famous Dale Carnegie and biblical trait.
• Closing on a Positive Note – Always close your calls on the positive side seeking to address any open issues and questions.
• Evaluation - Customer service requires conviction and passion to aid others. Once complete with your calls ensure you also evaluate to carry these themes from call to call.
No Clients are the same
You must adjust this process to fit your business and strategy. Ensure success by evaluating your clients, and your staff to closely align the staff with compelling client needs. Document your successes and discuss these with your team, so that your game plans adjust as new needs arise.
© 2008. Drew J. Stevens. All rights reserved.
Posted in Customer Relationship, Customer Relationship Management, Customer Service Training, Drew Stevens, Drew Stevens PhD, customer loyalty, customer retention, customer service, customer service consulting, customer service ideas, customer service seminars, customer service skills | 1 Comment »
October 9th, 2008 admin
The economy has taken a dramatic turn for the worst and people are scrambling for numerous reasons. One of the most daunting is the number of individuals being terminated. Unemployment is up and this is not time for that faint of heart.
Terminated 3 times in a six-month period is how to begin a consulting organization, I can attest to the stress. After all, I am an OPP – Out placed Professional. Ironically, it was not long before I began a new career, discovered a new attitude, and controlled by destiny. The key to your success is to use existing selling skills.
1. By natural tendency, selling professionals are inquisitive individuals. The best professionals are detectives and consistently seek new methods for success. Out placed individuals must emulate selling professionals. The best people continually read the press, and research organizations that might need new talent.
2. Selling professionals create communities. Job seeking individuals must tap into existing networks to provide the leads for new opportunities.
3. Conducting searches requires competitive intelligence. The newfound time requires a makeover of your resume to decipher the differentiation you bring to a new opportunity. Draft your resume as a proposal, thinking about outcome and value not about you!
4. Selling professionals never stop asking provocative questions. Job seekers must too. Draft a series of questions that provide insight into opportunities and to the three F’s- Fit, Finances, and Find. Develop questions that provide methods to seek new organizations.
5. Selling professionals know how to close. Job seekers must use closing techniques that advance the search. If you desire employment, you must ask for it. It is imperative to follow up. To discover great closing questions review Split Second Selling
6. Job seekers must have a competitive spirit. I recall a young woman I interviewed. She arrived with three manila folders, one for her resume, one with historical information on the company and its products and one on the competition. I hired her on the spot. She was prepared, enthusiastic, and ready for success. When arriving for the interview ensures success, knowing something about the organization you seek employment.
Present employment seekers must be aggressive. The competition is fierce, the opportunities small and the differentiation about equal. Attempt your best efforts using the success stemming from successful selling professionals.
2008. Drew J. Stevens. All rights reserved.
Posted in Drew Stevens, Drew Stevens PhD, Sales marketing, networking, sales and marketing, sales coaching, sales effectiveness, sales help, sales selling, sales skills, sales strategist, sales strategy, sales success, sales techniques, self development | No Comments »
October 4th, 2008 admin
Let us face it clients can be frustrating. Clients are demanding, clients are wasteful and clients desire more from you than you give. With economic turmoil many companies, solo practitioners, and even medical practices focus on one thing- new clients.
The cost of producing business today is too high. The proliferation of both the Internet and globalization cast a pall over profits. Conducting business today is more expensive, more demanding and requires more innovation. Focusing on new acquisition is vital to success, but so too is profit margin. Most businesses fail in this endeavor, focusing on internal costs such as employees. Perhaps it is time to review client margins. Simply put if clients are an expense and your business is not making profit, terminate them. Businesses terminate employees if unproductive, why not clients?
There are some guidelines to follow:
1. What does the data show. One of the miscalculation in business is a failure to review the data. Sales and service representatives aggregate information daily into expensive databases yet few review it. Ensure success by understanding your profit per client to denote necessary moves.
2. Relationships. Are the relations with clients strong or arm’s length? There is a fear that divorcing clients creates panacea amongst the core. If current relationships are as thick as a piece of balsa wood, then there are more issues beyond margins.
3. Take a Stand. Explain to the client that the cost of doing business is not longer profitable and requires an assessment of the relationship. If a client continually calls your service area and sways attention from other clients, it is time to fold in the towel. A major multi-level marketing firm needed to conduct such measures when a major independent constantly called suggesting incorrect and damaged shipments. The calls, researching orders and re-shipment cost the firm seven times the original order. The firm currently uses 25,000 independent representatives, imagine the expense as issues multiple.
4. Code of Conduct. There will always exist rude clients. Consumers today seek “What is in it for Me” and desire spontaneity. Develop an Customer Ethics Policy and distribute to your clients. Similar to terms and conditions of sale, clients must be bound by acceptable principles. Your organization must disavow obnoxious, unprofessional and unethical behavior and language. It is plausible to develop a “Zero Tolerance” Policy for clients.
5. Laws Under Review. The customer is not always right. We live in a country that prides itself on innocence. Maintain proper documentation. Use this documentation to prove validity. Our electronic world provides tremendous implicit backup, maintain these records, you do not know when you might need them. Good record keeping just might reverse the customer is always right proverb.
Business operations require innovative and cost productive ideas. Every business must be in business to create customers but when they cost more to maintain, they are nor worthy keeping. Review your margins, reduce expenses and stress, create resolve and if prudent fire your customers.
© 2008 Drew J. Stevens Ph.d. All rights reserved.
Posted in Customer Relationship, Customer Relationship Management, Customer Service Training, Drew Stevens, Drew Stevens PhD, customer loyalty, customer retention, customer service, customer service consulting, customer service ideas, customer service seminars, customer service skills | No Comments »
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