July 26th, 2010 Drew Stevens
What do you see when you look in the mirror? This is not a trick question. Yes you see you. I am often amazed by the amount of individuals that own and operate businesses that constantly look in the mirror and only see themselves. The world of sales and marketing doesn’t operate from selfishness and conceit. Consumers today demand value and most importantly respect. Therefore several issues are most prevalent
- Operate from the other side of the mirror. Stop thinking about yourself and your business and think from the customer perspective.
- Provide value. Refrain from the folly of features speak from what is most imperative to the consumer.
- Stop speaking. Start questioning. You discover more when you are not talking.
- Stop the tactics. Operate from a strategic perspective and the driving force of your organization.
- Engage the client. Seeing from the customer’s eyes means providing them abounding customer service.
- Surprises. If you do not want any, mystery shop your own organization similar to a customer. Ensure service and support permeate the organization.
If you take just a few moments each day to envision issues from the client perspective you will create better returns and more revenues. Seeing things from the eyes of the customer alters perspective and initiates better value. What do you see when you stare into the mirror?
©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 Drew Stevens PhD, Economic Volatility, Sales Training, Uncategorized, recruiting, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | No Comments »
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.
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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
November 17th, 2009 admin
Quote of the Day
A man can be as great as he wants to be. If you believe in yourself and have the courage, the determination, the dedication, the competitive drive and if you are willing to sacrifice the little things in life and pay the price for the things that are worthwhile, it can be done. – Vince Lombardi
Thought for the Day
At one point in my life I was moderately overweight, not very athletic and lacked much self-esteem. In high school I was an introvert and never socialized. It took some deliberation for me to find a hobby in track and field. I was not very good at first but once I set my mind on the end I got better. I did not focus on those things that held me back. I did not focus on limiting beliefs. I use the same principles in my business today.
Our beliefs influence our behavior. They motivate us and shape our present and our future. Beliefs are similar to an internal GPS. Contrastly a limiting belief is something that demotivates and indicates we cannot do something. It limits our thinking, our creativity and our destiny. The technique is to focus on those things you do very well and diminish those things that hold you back. Limiting beliefs are very powerful and manifest through the years. Limiting beliefs will stunt both your professional and personal life. You must focus on your future not your past. It is what is in front of you that is important.
Best Practice for the Day
- Focus on your strengths not limitations, focus on the things you want to be not on those that withhold you.
- Imagine yourself in a mirror looking are yourself based on your beliefs. What does the picture illustrate? Revisit the mirror without limiting beliefs what does the present and future show? Illustrate or anchor this picture so it manifests in your current worl.
- Visualize. There is proof that visualization works for athletes. The more clarity the visual the better you can create it.
- Invest daily. Give yourself rewards for jobs well done. There is proof to illustrate that if you provide opportunities you will eliminate limiting beliefs.
- Write down the one to two things that made each day terrific. Illustrate your value to the world. Focus on items and circumstances that allow you to thrive.
If you want a quick method to eliminate your limiting beliefs send me an email and I will send you my one page tip sheet that helps to eradicate them. Or, email for a free 30 Minute Sales Acceleration One on One Coaching Program focused on three things to help eliminate limiting beliefs.
© 2009. Drew Stevens PhD. All Rights Reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Customer Service 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 book Dr. Drew for a workshop or keynote or to obtain his Secrets of Ultimate Business Success email him today at www.drewstevensconsulting.com/contact
Posted in Customer Relationship Management, Dr. Drew Stevens, Drew Stevens PhD, Economic Volatility, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer retention, customer service, exceeding customer expectations, lead generation, marketing, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales manager, sales process, sales prospect, sales tips, sales trends, selling skills, selling techniques, selling tips, selling to c-level | 1 Comment »
May 21st, 2009 admin
It is the best of times it is the worst of times, famous words from Charles Dickens. These words are echoed today with the current recessionary woes. The current recession has drained savings, diminished revenues and dampened spirits. However, while many are dampened by the woes of the economy, the truth is this, the economy and the recession is not that bad! In fact, much of the current economic recession is based on fear.
Media is bombarding us with stories of economic doom and gloom, but everywhere you look there is proof that people are spending money! From restaurants to ball games, food and clothing is continually purchased. So what then is the issue? The issue is simply a fear of the unknown. Epitomizing the most famous quote on fear President Franklin Delano Roosevelt stated, “The only thing we have to fear is fear it’self – nameless, unreasoning, unjustified, terror which paralyzes needed efforts to convert retreat into advance.” Americans are paralyzed over the uncertainty, unknown and unfamiliarity.
Here are facts that can dispel the uncertainty:
1. The current unemployment rate is 8.5 percent. Flipping the figure this denotes that over 92 percent of Americans in the United States work. Not taking into consideration passion for their jobs and other financial reasons, the majority of this country is employable.
2. The insidious banking system even with the financial issues still extends credit to many Americans. Each day new cards and accounts are opening and borrowing is still possible.
3. Individuals and families are still spending money. The current Elton John and Billy Joel tour is sold out. Baseball stadiums are doing considerably well and the movie industry continues to set records at the box office and have a banner year for attendance.
4. People are more prudent with their finances but they are spending.
5. There is less time waiting in line. There is a sheer pleasure in not having to wait in long lines at my favorite restaurants and shopping centers. Employees are generally nicer and customer service improves.
6. Recent purchases for concerts, the symphony and other family outings have allowed for better seating and availability. A recent attendance at a play enabled me to sit front row, center!
7. Time with family is more prevalent. Nothing is better than renting a movie or cooking a nice meal for all family members without a desire to go out. With my fiscal responsibility, more time with family is available.
8. Relationships. With more time and a bit less stress people are more willing to stay and chat. The subtle return to conversation and socialization is a blessing.
9. Customer needs do not disappear during a recession. Recessions provide the opportunity to strengthen relationships with clients. Now is the time to get closer to clients. As others compress, now is the time for expansion.
10. The best times for innovation are during the worst economic times. Uncertainty creates fear and panic. While competition becomes worrisome now is the time to overtake them. The best of times come when others believe it is the worst.
©2009. Drew J. Stevens Ph.D. All rights reserved.
Posted in Dr. Drew, Dr. Drew Stevens, Drew Stevens PhD, Economic Volatility, Leadership, Referrals, Sales Training, asking questions, closing techniques, cold calling, communication, customer relationships, customer retention, customer service, exceeding customer expectations, marketing, negotiating techniques, networking, pipeline management, presentation skills, price objections, prospecting, qualifying, recession, recruiting, relationships, sales as a career, 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, selling to c-level, tip of the week | 1 Comment »
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