Customer Service Toolkit
It was approximately 54 years ago, but Peter Drucker was correct about the past, the present and most certainly the future. In his award winning book "The Practice of Management" Mr. Drucker wrote, "The only valid definition of business purpose: to create a customer. ...It is the customer who determines what a business is". Unfortunately for many businesses, their focus is not on the customer but on greed- how foolish.
All businesses make money, yet those that are customer focused are more...
Four Success Factors for Customer Service
How many times have your pondered methods to provide customer satisfaction? How much of your money and time is spent on costly surveys and loyalty programs? Save your time and money and stop ruminating through the customer satisfaction maze. The time has come to set your compass on the true direction of client needs. Based on over 26 years of research and thousands of client issues, we have found four factors clients require. These four factors drive success, control profits and assist to...
How to Address the Customer Service Gap
Finding Solutions that otherwise puzzle organizations
Organizations believe that they provide exactly what customers desire. Ask any firm and the Paretto Principle prevails. 80 percent of most organizations believe they deliver exemplary customer service. Ironically, less then 20 percent do. According to research by consultancy Bain and Company, only 8 percent of companies really deliver on customer service.
Our present environment exists with a gap in delivering service. There are numerous...
How to Present without Fear - PRACTICE
Public speaking is one of the largest fears that people face. Whether a toast at a wedding or as business meeting facilitator- public speaking can be a nuisance. Some balk at embarrassment while others fear hesitating. Even for the most learned or the professional speaker, public speaking is difficult.
Overcoming fear is similar to athletic competition- one must practice before competition. Research with hundreds of clients shows that when individuals practice speaking they become confident...
Sales Techniques that assist in selling to Generation Y
For many selling professionals and sales managers selling effectively has become a cumbersome task. The proliferation of the electronic media and instant availability of products and services allows more power into the hands of clients. However, there is one area where the selling professional can achieve more effectiveness by trends and social issues. One of the largest yet daunting areas of research today relates to the Millennials or aptly called Generation Y.
To achieve greater selling...
The benefit of a Thank you card
In 1940, Dale Carnegie wrote a classic entitled How to Win Friends and Influence People. That book is still worth millions today. Become genuinely interested in others and take note to appreciate their business. In todays competitive world differentiation is what sets you apart and being genuinely interested is a key differentiator in selling client value. Clients devour conducting business with those they can trust and respect.
One of the simplest methods to appreciate clients is a simple...
The Issues with Sales Training - Achieve ROI
A recent report by Selling Power indicates that corporations spend over seven billion dollars per year on sales training. The vital issue, with an investment this large many companies do not provide a means to understand whether it leads to a return on investment. And, many sales representatives do not adopt the sales methodology! In present economic times, the cost of capital is to high not to have measures.
Our firm has spent over 25 years in the field and we have seen this trend too often...
The Laws of Sales Success
Sales professionals must create magnetic appeal to increase closing efficiency. Our present global environment creates numerous obstacles that polarize sales efforts, form the proliferation of the Internet to advanced media. Ironically, with the intrigue of technological miracles the foundation of sales success exists upon 10 principles. Since the beginning of trade, selling has not changed, nor have these laws. These principles as they have for centuries are the laws that attract numerous...
The Problem with Sales People
The world of professional selling is rich with information related to selling skills, sales training and techniques to assist professionals. However, after much rhetoric and information I am finding something completely different...a problem with selling professionals.
Much present research directly points to the manager or the organization. Findings denote issues with policies, organizational effectiveness, training and a myriad of other issues. One overlooked area is that of the selling...
The Value of a Value Proposition
I work with many business owners and selling professionals. When I ask them what they do they immediately rush into their title. Each states, I am the President of a Bank, I am a Consultant, and I am a Professional Speaker. If I were a client and heard this I immediately state, So What? Professionals today refrain from their titles and occupations in the service business and speak with the reply to So What? The method for doing so is known as a Value Proposition.
What is a Value...
Time Saving Tips for Selling Professionals
The clichι time is money, is the guidepost for most selling professionals. Time is the one item you do not get to reinvent or get back. Once its gone its gone. The reward for managing your time is the enrichment of not only your professional life, but also your personal life. And, good time management also gets you closer to your goals. You must focus on your highest priorities and consistently place them first. The added benefit of a well-organized work schedule is the creation of time for...
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