How to Get People to Return Your Calls

By Karen Susman

When was the last time a live human answered your phone call?
When was the last time the person you wanted to reach answered the phone?
When I answer my phone, people are always surprised to talk to me. Actually, we've become so used to reaching a voice mail or a series of prompts that we plan to leave a message instead of having a conversation.

In I'll Get Back To You, by Robert Shook and Eric Yaverbaum, you'll find 156 strange and stranger ways to get your phone calls returned.

Here are a few:

1. Leave this message. "This is _____, and I'm returning your call. My number is 000-0000." Busy people make so many calls they don't remember whom they called. It's easier for them call back than to check their records.
   
   
2. Wendy Basil suggests telling the gatekeeper, "I need to talk to her today. I also have a call into (competitor's name), but I wanted to talk to her first."
   
   
3. Wendy also suggests, "I'm calling because your name came up at a meeting and I thought you'd like to know what was said about you."
   
   
4. Michael Lee says he calls the CEO's office and asks the assistant whom he should speak to about his issue. Then, he contacts that person's assistant or voice mail and says he was referred by the CEO's office. This is true and usually gets a good response.
   
   
5. Robert Shook offers this advice if you've made several calls without getting past the gatekeeper. "Bob, (Your new best friend.) I've called many times, and I have yet to talk to Ms. Smith. I realize there's a thin line between persistence and making a pest of myself. I hope I'm not making a pest of myself...." After a pause, Bob usually responds, "Not at all, Mr. Shook. You're just being persistent." Shook says, "I wouldn't be calling so often if it weren't important. I'd really appreciate it if you'd put my call through." Bob replies, "Let me see what I can do."
   
   
6. This anonymous suggestion may work with people you know or know have a sense of humor. Leave a message like, "Hi, Bill. It's me, Carol. I just wanted to check the spelling of your last name, because I'm making out my will."
   

If you have any methods for reaching people and for getting them to call you back, let me know. In the meantime, give me a call (toll free) at 1-888-678-8818. You'll like what you hear.

Karen Susman is a Speaker, Trainer, Coach, and Author of 102 Top Dog Networking Secrets. Karen works with organizations that want to maximize performance. Programs include Humour at Work; Balance In Life; Networking Skills; Presentation Skills; and Building Community Involvement. Order new guidebooks on humour, networking, time management, and community involvement by calling 1-888-678-8818 or e-mail Karen@KarenSusman.com.. www.KarenSusman.com.

Published in Networking Today, October, 2004.

Don't Believe Your Press Kit

By Barbara Bartlein

On a recent trip to Montreal, a client arranged for us to stay at the Ritz Carlton. A beautiful old hotel in the heart of the city, we were thrilled with the service and delighted to find that several celebrities, such as Rod Stewart, were also staying there.

Dressed in a sequin tuxedo, I presented a keynote to a large conference of 800 people. It went very well and I received a standing ovation. After the presentation, I mixed and mingled, basking in compliments and accolades about the performance.

All of a sudden, a woman with a thick French accent came running up to me. Speaking rapidly and loudly, she said, "WHO are you?"

"I'm Barbara Bartlein," I responded.

"Oh," she screamed to her friends, "It's Barbara Bartlein." At this point three more women came running up to shake my hand. They quickly told me how much they enjoyed my work and purchased several tapes and CD's.

I was ecstatic at my success in Canada. I had visions of expanding my business internationally; Webbing across the globe with goods and services.

My delusions of grandeur were quickly tempered the next day, however, when I ran into this same group of women in the lobby.

"We were surprised to find speaking instead of music on the tapes," said one.

“Yes, we don’t really understand what you are saying,” said another.

"Oh. Perhaps, I should have given you more explanation," I replied. "All my tapes and CD's are from talks I have given."

Looking very disappointed, one responded, "Oh. We thought you were with Rod Stewart." And they walked away.

It goes without saying that the plans for international expansion are on hold.

This is one of the problems with success. If you are not careful, success can actually sabotage future accomplishments. You can get so focused on what went right; you lose sight of what can be improved.

In the speaking business, we call it believing your own press kit. Staying grounded is one of the challenges of success in business. Here are some tools you can use to keep your focus and your motivation:

• Make sure you have people around you who tell you the truth. One of the dilemmas for any leader is that the people hired to advise you may tell you what you want to hear instead of what’s true. At work and at home, it is important to have colleagues and friends that give you accurate feedback and information. This may not be a problem if you have teenagers in the house.
  
  
• Don’t shoot the messenger. Make sure that you don’t blame the messenger for the content. Shooting them will insure that future discussions will be sanitized for their protection. Chew over information even if it doesn’t sound accurate. Often the most valuable dialog is the minority opinion.
  
  
• You are only as good as your last product or last service. Customers tend to remember the last thing you did for them. Don’t expect them to be impressed with your résumé, they really don’t care. They are more interested in what you can offer for the future.
  
  
• It’s not about you. Don’t focus on how you are doing…look at what you can be doing for your customers, employees, and colleagues. What problems are they having that you could help solve? If you do a great job at what you provide, people will come back for more.
  
  
• Don’t believe your own press kit. Don’t get so infatuated with your own success that you stop learning and growing. If you try to just sit on your laurels, others will quickly pass you by. The time to make the leap to the next level is when you are at the top of your game, not on the downward curve.
  

Sign up for Barbara's FREE email newsletter at www.barbbartlein.com.

Barbara Bartlein is the PeoplePro™. She helps businesses sell more goods and services by developing people. She can be reached at 888-747-9953, by email at: barb@barbbartlein.com or visit her Web site at www.ThePeoplePro.com.

Published in Networking Today, October 2004.

Increase Your Business Success: Learn to Mingle in 9 Simple Steps!

By Barbara Pachter

Two managers were competing for a promotion. Both were professionally competent and ready to move up. Yet only one of them had outstanding social skills. She was the one who could walk into any social event – whether a dinner meeting or company party – and immediately strike up a conversation with just about anyone. She was outgoing and interesting. The other woman crossed her arms when talking to others, didn’t make eye contact, and often stood by herself at networking events. Small talk was a torment for her.

Guess who got picked for the promotion? The good mingler, of course.

Socializing successfully isn’t an option; it’s an important business skill. It’s an opportunity to meet people and have people get to know you outside of the traditional office setting. And that’s important because people do business with others they know, like, and respect. Mingling and striking up conversations with people you know and don’t know is also a great way to get the inside story or gain valuable information about your department, company, or field.

Yet socializing with ease doesn’t come easily to everyone. But mingling is a skill that can be mastered by anyone, even the shy individual. And of course, there are a lot of professionals who think they’re great minglers when, in fact, they need to brush up on their skills too, like people who don’t make eye contact or express a genuine interest in others.

Here are the nine skills that will help you become a mingling maven:

1. GO WITH A POSITIVE ATTITUDE. If you go to a social situation thinking you will have a horrible time, you will have a horrible time. If you go thinking, I can mingle, I can have an interesting, good time, you are much more likely to have a positive experience.
   
   
2. KEEP YOUR BODY LANGUAGE OPEN. I see a lot of people who look like ice kings and queens at business social events. They stand with stern facial expressions. Others cross their arms, wring their hands, stand against the wall, or bite their nails. Instead, walk in with a smile. Keep your hands to your sides. And remember, if you don’t look or act nervous, people won’t know you are nervous.
   
   
3. FOLLOW THE 10-5 RULE FOR MEETING AND GREETING. If you make eye contact with someone within 10 feet of you, you must acknowledge someone with a nod or a smile. At 5 feet you must say something, “Hello,” or “Good morning.” It’s a good rule because it drives people crazy when others pretend they don’t see them!
   
   
4. DRESS APPROPRIATELY. Wear clothes that fit well and are appropriate to the event. You want to feel good and comfortable in them. It’s hard to mingle with confidence if you’re dressed inappropriately or your clothes are ill fitting.
   
   
5. PREPARE CONVERSATION AHEAD OF TIME. People feel much more able to approach others when they have something to say. Read the daily newspaper and know what is going on in the world. Read your professional journals and newsletters and know what’s going on in your field.
   
   
6. BE WILLING TO INTRODUCE YOURSELF TO NEW PEOPLE. The easiest person to walk up to is the person who is alone. That person is usually grateful for the company. Introduce yourself and shake hands both when you greet the person and when you leave. And remember to keep your drink in your left hand so your right is free and dry to shake. If you’re sitting down, turn to the people on either side of you and say hello and introduce yourself.
   
   
7. ASK QUESTIONS TO ENCOURAGE THE OTHER PERSON TO TALK. Make comments about the answers to continue the conversation. Here are four types of comments you can make: Expanding: “Tell me more, it sounds as if you had a great time.” Comparing: “That sounds as if it is similar to…” Self-revealing: “I know what you mean I was in a similar situation last year.” Clarifying: “What exactly did he do?”
   
   
8. DON’T DRINK TOO MUCH. Some people may drink to feel more comfortable in social situations, but it can really backfire on you. You may say or do something you wouldn’t normally say or do. If you do decide to drink, stick to the one drink rule.
   
   
9. USE EXIT LINES. Not only do you need to say hello, you need to say goodbye. An exit line will help you say goodbye gracefully and leave on a positive note. You can simply say, “Nice talking to you,” “Good to see you” or “I hope to see you again soon.”
   

Barbara Pachter is the author of "The Jerk With the Cell Phone" (Marlowe & Co.), and “The Power of Positive Confrontation” ($13.95 paperback, Marlowe & Co.) and “When The Little Things Count...And They Always Count,” ($12.95 paperback, Marlowe & Co.). She is co-author of several books including the “Prentice Hall Complete Business Etiquette Handbook.” She is a speaker, trainer and coach specializing in business communications, business etiquette, and assertiveness issues. Her client list features major corporations and organizations worldwide, including NASA, Pfizer Inc., DaimlerChrysler, Ernst & Young, and the University of Michigan.

For a review copy of “When the Little Things Count” or “The Power of Positive Confrontation,” contact Blanca Olivery: 646-375-2571, or blanca@avalonpub.com. Published in Networking Today, October 2004.

Profile: 1-800-GOT-JUNK?

By Susan Regier

The garage is overflowing.
The basement is piled high.
Who are you gonna call?
1-800-GOT-JUNK?

Since 1997, 1-800-GOT-JUNK? has grown exponentially across North America. Located in forty-six cities, London and Windsor were added to the mix in May 2003 when Andrew de Boer discovered the local franchise opportunity in Canadian Business Magazine.

“I was working for a family business in Toronto at the time – started out as a driver and left as the Director of Finance. I had grown up in London and was ready for a change. I figured this would be a good fit,” said de Boer.

So, de Boer paid the franchise fee and purchased the requisite billboard truck…and became a driver once again.

1-800-GOT-JUNK? hauls for a fee, items that businesses or homeowners no longer need. They take away anything non-hazardous that two people can lift, such as construction materials, renovation debris, yard waste, and old furniture. “So far this year, we’ve picked up 450 to 500 tons of junk – and that’s not including items salvaged or donated,” said de Boer. “Our truck arrives on time. We quote our prices up front including all labour, weight, and surcharges. And we do all the loading – you don’t even need to get it to the curb! Then, we leave your space looking better than we found it – every time!”

Sixty percent of all the junk collected is recycled. It is donated to various charities, including Goodwill and My Neighbour’s Closet. Try Recycling also receives a large portion of the “junk.” “We’ve picked up some amazing ‘junk,’” said de Boer. “Items like old steamer trunks, leather couches in good condition, and even an eighteenth century sewing machine…items too good to throw out – so we recycle or donate when we can.”

The local franchise has more than doubled their revenue since last summer. They now have two trucks operating in London and one in Windsor that services homes and businesses from Lake Erie to Lake Huron. And their Big Wig Philosophy, used by all franchises, ensures they get noticed. Forty percent of their business is a direct result of parking the mobile billboards at busy corners and waving at passers-by.

Since early summer, de Boer has been out of the truck and back in an office. The majority of his business is from residential junk removals but he’s hoping to break into the commercial arena in a big way – by going after local realtors to de-junk homes up for sale; property managers to help remove all the stuff that tenants are known to leave behind; and building contractors. With a steel box that is ten feet long, eight feet wide, and five feet high, contractors can now avoid having bins sitting in front of luxury homes.

1-800-GOT-JUNK? has taken a fragmented business, added clean shiny trucks, friendly uniformed drivers, on-time service, and up-front rates…and then blended in a culture that is young, fun, and completely focused on fast, profitable growth. The result is a brand in an industry that has never had a brand.

Visit 1-800-GOT-JUNK? to receive Ten JunkBucks for your next junk removal order.

Susan Regier is the publisher/editor of Networking Today and owner of Vantage One Writing, a professional writing service for businesses. (519) 471-8726 E-mail: regiers@vantageone.ca Web site: www.vantageone.ca Published in Networking Today, October 2004.

The Importance of Positioning

By Cynthia Oelkers

"Yeah I called her up, she gave me a bunch of crap about me not listening to her, or something, I don't know, I wasn't really paying attention." – "Dumb & Dumber" (1994)

Imagine if the next time you go to the dentist, you encountered this:

"Doc, I have some pain in my mouth. I need you to help me."

"Ok, well here at Dr. Davidson's dentistry, we have a wide range of services we can offer you: we do teeth cleaning, floride treatments, whitening, composite fillings, amalgam fillings, root canals…."

"But, Doc, don't you want to find out what's wrong?"

"Sure we do! We've got an introductory plan for that, too. We first begin by visually checking your teeth. Then, we take x-rays to identify any hidden decay..."

"Nevermind. I'm going to a doctor who LISTENS."

The Danger of Data Dumping

Have you ever been data-dumped? Data dumping is what happens when a well-meaning person corners you and tells-you-in-one-long-continuous-never-ending-rant-about-how-great-their-service-is-including-all-of-the-features-benefits-and-prices-you-never-wanted-to-know. In other words, the person might as well have just hit "play" on their pitch. It would be the same no matter if you were a sacker down at the local grocery store or Donald Trump.

The truth is, we have all probably data-dumped someone in our careers. It usually happens when we are new and unsure of our product or service. The LAST thing we want is for someone to start asking us questions that we might not be able to answer. So, we cover the listener up in details, hoping (s)he won't notice.

The Answer is Positioning

Positioning is "telling your story from the other person's point of view." It means asking the listener questions first to understand what his/her hot buttons are. Stephen Covey gives similar advice in his famous book Seven Habits of Highly Effective People, "First seek to understand, then to be understood."

Once you have the listener's point of view, you can then present only the most relevant (and therefore persuasive) facts. It's more influential. It's more human. And, it saves time for everyone.

The bottom line? Become more persuasive (and liked!) by simply asking more questions, listening, and presenting only the relevant facts.


Cynthia Oelkers is president of In the Moment Productions, Inc., a training and entertainment company. Cynthia is a leading expert on helping businesses reduce their communication problems and create sustainable long term growth. For more information go to www.inthemoment.com or call her at (512) 771-4320. Subscribe to the “Communication Moments” bi-monthly newsletter and learn valuable communication strategies on how to motivate, influence and persuade your co-workers, customers, and sales prospects.

Published in Networking Today, October 2004.

The 4 C's of COACHING Skills

By Nancy Friedman

When most people think of the word "COACH," they immediately imagine someone on the sidelines screaming at their players to do a better job. That may be true in certain sports situations, but in business, a coach needs to have a completely different approach in order to help employees improve performance.

Let's have a look at the role of a manager/coach and how that integrates with employee development. Where does traditional training come in? How does training relate to coaching? And what are the differences between training, coaching, and counseling?

The process starts with training. That's the first step.

Let's say you're training a group. What usually happens is most of the group understands, learns, and benefits from the information you've taught. Unfortunately, not everyone "gets it." What do we do about that small percentage of employees – often good, conscientious people – who may need personalized attention after training? Those are the ones who need coaching.

Remember that Coaching is strategically guiding someone into improving performance. It's analyzing feedback to see the areas where the training hasn't taken hold.

Is remedial training needed? That's where the coaching comes in. These are the people who need one-on-one customized help to develop their skills. OK, we've talked about training and coaching. Where does counseling come in?

Counseling is helping someone explore, and possibly resolve, personal problems. Counseling is utilized if, for whatever reason, the employee isn't performing. It's for that special situation when training and coaching haven't worked, where the employee is not willing, or is unable, to do the job. Especially if there is some distraction that is not job related.

We're going to give you the Telephone Doctor® Four Step Model for effective coaching in a call center or business environment. We call it the 4 C's of Coaching.

The 4 C's are:

• Concurrence
  
• Content
  
• Commitment
  
• Congratulations or Continuation
  

Let's cover them one by one.

Concurrence is critical. Unless you and the trainee agree (concur) that there is a gap, and he commits to the improvement that's needed, you won't be able to coach to your full capacity for effectiveness. We need concurrence. Both you and the employee need to concur there is an issue. Once that's done, we can go on to the Content.

The Content: What's important is to identify the content that needs to be improved. What needs to be done? What are some of the issues involved? Normally where coaching is needed, it's either due to the fact that the employee doesn't know how to do the job (she just doesn't “get it”) or doesn't want to do the job. You need to find out which it is. The coach and the employee need to agree on the content, the issue, and the problem. Only then can she make a commitment to solve it.

Commitment: The coach and the trainee need to agree. He can then make a commitment to solve the problem. Normally we're working with an intelligent, conscientious employee who wants to do a good job. With some coaching, the job will be done right.

Congratulations or Continuation: Once you and the employee have found the content that needs to be corrected, and you give him the instruction on how to do it right, and there is commitment it will be done, it's time for CONGRATULATIONS. Let him know he’s done a good job. This is critical. It's most important you don't leave that part out. Worse case scenario, it’s continuation. A little more work may be needed with some employees to reach the congratulations step.

Much coaching takes place to fill a perceived need. You find out that there's a gap in the performance of an employee, and then plan a coaching approach that should improve the performance of that employee. It's nice and orderly to be able to think about what you're going to do. Formulate your plan and decide when you're going to do your coaching.

Coaching, while immediate, should also be in private; especially when it becomes an on the spot type of coaching. Never embarrass the employee. That's not coaching, that's being mean!

Nancy Friedman is president of Telephone Doctor®, an international customer service training company headquartered in St. Louis, Missouri, specializing in customer service and telephone skills. She is a KEYNOTE speaker at association conferences and corporate gatherings and is the author of four best selling books. Call 314-291-1012 for more information or visit the website at www.telephonedoctor.com. Published in Networking Today, October 2004.

Do You Want to be Motivated or Inspired?

By Janet Christensen

You hear how important it is to be motivated. Have you ever wondered why many people set goals and do not reach them, and why so many New Year's resolutions go unfulfilled? The key is what lies behind the goals, the resolutions, and the motivations.

Motivation is about willpower and specific achievement. It is of the mind and logical, and motivation is usually externally driven, either by the expectations of others, by fears or by problems. For example, you may have sales or other types of quotas, or a bonus structure at work intended to motivate you to produce results. You may feel obligated to perform certain tasks or duties because others expect you to do these things. You may be forced into action out of fear – what will happen if you don't act? It may be necessary to work overtime to avoid being fired, or you may go on a diet and exercise regime out of fear for health concerns. You may be motivated by the need to solve a problem, for example, fixing something that is broken, being in debt, or a health issue. Filing your annual tax return is an excellent example of being motivated to do something; it is an expectation placed on you by the government, there is fear about the consequences of not doing it, and there is the problem of the due date hanging over your head. Motivations are usually about external expectations and circumstances, sometimes fears, and are always about achieving results. Motivation can be hard work. It may flow when it is aligned with your passion; however on its own it does not have a lot of positive energy.

Passion comes from deep within and results in positive energy and flow. Passions are more enduring because they are more intuitive and are fueled by an inner drive. When you connect with your passions, you are inspired into action. The root of the word inspiration is from the Latin in spiritus, which means being connected to your spirit, your inner self. Your passions come from your spirit, your soul, and you are inspired to express them. When you are connected to your passions, you experience a powerful flow of energy, which allows you to respond to the circumstances and events of life with creativity and wisdom. This is not a struggle and it is not hard work. You are able to live your life with confidence and ease because you come from your place of passion, your place of inner wisdom and potential.

When you are connected with your passions you are clear in your intentions – about what you want to create and manifest in your life and in how you want to live your life. You make choices and decisions in a conscious way, in alignment with your passions. You have a blueprint for how you live your life and travel your life journey. You have clarity to discern what you want to do from what other people expect of you. You honour yourself and what is most important to you.

When you act from inspiration and passion you inspire others. Your energy, enthusiasm, and creativity will make you a powerful role model. People will be attracted to your energy and passion – wonderful people who are inspired by your presence, by how you are living and by what you are doing.

The truth is that you are either marching passionately to your own drum beat, or you are marching to someone else's drum beat. The choice is yours. You can choose to live your life by default, according to what other people expect and plan for you, or you can choose to live an inspired life with passion, purpose, and personal effectiveness. What will it be?

“The only courage you need is the courage to find and follow your passion.”

Oprah Winfrey

Janet Christensen passionately inspires potential as a professional speaker, Passion Map facilitator and writer. She can be reached through her company Unlimiting Potential at (519) 434-5397 or toll free 1-888-779-3061 fax (519) 434-8344 email info@janetchristensen.com Web site www.janetchristensen.com. Published in Networking Today, October 2004.