Knock, Knock…Opportunities Calling

By Jennifer Murray

Opportunities are everywhere. For those of us open minded enough to see the opportunity in everything this becomes a burden and an issue. As we develop our lives and our businesses to a greater level of consciousness, it can’t be helped. There are many motivational speakers, events, and challenges out there so sooner or later, it will happen to you as well.

Recently, I’ve realized that opportunities can be categorized into two categories.

1. Synergistic with Us
2. Synergistic with Others
   

Opportunities synergistic to others are the easiest to spot. Have you ever uttered the words: “someone should do that, make that, or service that?” You may think there is a perfectly viable business or opportunity to make millions. “Hey, if I can think it, there must be others who would want it or do it,” you might say.

And next comes the “hey, if I think there’s opportunity for someone else to do it, why don’t I?” Stop right there. Do yourself a favour and spend some time thinking about the “why don’t I” because this is where many go wrong. It’s best to be extremely clear on what the opportunity brings to your existing world and determine where the synergies lie. It may be best if someone else, indeed, took it on.

Opportunities synergistic with your company will have far greater leverage and will take you farther. Not only will you be able to gain greater insight into the capabilities of your current resources and goals, you’ll notice where certain tasks can accomplish more than one goal.

If you have a company purpose, vision, and values already determined, these will help you ascertain viability and fit. Also consider the development required to make all aspects of the opportunity work for you. Where this new opportunity fits into your current portfolio will make a difference (and may very well determine how much time and money you put into developing). Don’t forget where you will promote it, support it, and grow it — there’s a lot to consider.

But don’t let this daunt you. The more opportunities presenting themselves, the better you get at deciding if it’s for you or not…and suggesting ideas to others. Never neglect your due diligence to ensure the opportunity is all that it is presented to be.

Be solid in what you’re all about and it makes it easier to know what will rocket your success and what will fizzle it.

Jennifer Murray, proprietor of The Nimble Assistant, determines efficiencies for small businesses and simply gets the job done in her role as a virtual assistant. Her energy, enthusiasm, flexibility, and focus have lightened the load for many managers and entrepreneurs. Growing a small business requires a team where each member does what he or she does best. Jennifer creates an opportunity for small businesses to grow their business while supporting their existing business. She can be reached at jennifer@thenimbleassistant.com.

Published September 2008 Networking Today

The Customer Service Hall of Shame

By Barbara Bartlein

Businesses are struggling and profits are down. You would think that companies would be trying harder to increase customer loyalty through excellent customer service. Wrong. Customer service is worse than ever according to MSN Money. In a nationwide survey commissioned by MSN Money and conducted by Zogby International, the scores for the Hall of Shame companies are, on average, down from a year ago.

The company that was the bottom feeder in customer service was Time Warner’s AOL. Over 47% of people who had an opinion of AOL’s customer service said it was “poor.” “I don’t know what to attribute that to,” AOL spokeswoman Dori Salcido said. “I just do know that we continue to improve customer service.”

It is clear that Ms. Salcido never tried to terminate her AOL account or she would know what some of the complaining is about. It takes an hour or more of routing from one agent to another as they insist you owe for another year even though there is no contract. Several customers reported being sent to collections for bills they did not owe.

But AOL is not alone on the list. Most of the Hall of Shame companies are communication companies and banks that provide technical and complicated products. The Hall of Shame companies includes:

1. AOL
2. Comcast
3. Sprint
   
4. Nextel
5. Abercrombie & Fitch
6. Qwest
7. Capital One
8. Bank of America
9. Time Warner Cable
10. HSBC Finance
11. Cox Communication
    

Responses from the companies offered little explanation for their poor showings with executives citing sheer size as the issue. “I think we’re the victim of our own success, in that we’re growing so rapidly,” said Rick Germano, the senior vice president of national customer operations for Comcast. “People are choosing to get Internet and cable and telephone with us, and that’s where we’re playing catch-up on the customer-service front.”

The companies on the other end of the survey including Nordstrom, American Express, and Marriott had few marks for poor service. All three have a history of investing in customer service training to earn lifelong, loyal customers who cost less and pay more. They know that it is easier and more cost efficient to keep loyal customers than constantly replace them.

Smart businesses make customer service their primary focus especially when business is sluggish. This is when customer loyalty can make the difference between a slow and profitable year. Every person in the company should be trained on the following:

• Greeting customers promptly and courteously. A friendly, helpful attitude is a must. Acknowledge the customer immediately even if there is a wait. Most people will be patient as long as they are not treated as invisible.
  
  
• Making the first contact count. Answer questions, solve problems, and give information on the first contact. Customers become frustrated when they are routed to multiple people, have to contact different phone numbers, or the company representative simply can’t help them.
  
  
• Listening with understanding. Yes, I know you have heard it all before, that is why it is so hard to really listen. But, listening is the key to exceptional customer service. Give the customer a chance to vent and ask questions. This confirms your listening and keeps you focused.
  
  
• Helping customers with answers and action. If you don’t have the answer, personally contact someone who does. Show the customer that you will take action on their behalf. Few things are more frustrating than calling for service and never getting any help.
  
  
• Honoring commitments in a timely manner. Keep your promises. If you said you would get back to the customer, make sure you do it. If you say you are going to send something, follow through the same day.
  
  
• Not using the “P” word. No one really cares about your “policies” and “procedures.” Citing them sounds like an excuse, not an answer. Customers want service and they want it fast and efficient.
  
  
• Making it easy for people to do business with the company. It should be simple to contact you, get information, and buy. Update your Web site and take all forms of payment. Today’s customers expect to get information and shop online.
  
  
• Turning complainers into company advocates. There is no better opportunity to create a loyal fan than when you deal with the angry or complaining customer. Fix their problem and then give them something free for all their trouble. They will remember the extra effort.
  

Keep your company off the Hall of Shame list by focusing on the service you deliver. Focus everyone in the company on building customer loyalty for long term success.

Barbara Bartlein is The People Pro and President of Great Lakes Consulting Group. She offers keynotes, seminars and consulting to help you build your business and balance your life. She can be reached at 888-747-9953, by email at barb@thepeoplepro.com or visit her Web site at www.ThePeoplePro.com

Published Networking Today September 2008

Smile…It May Be the Boss Calling

By Nancy Friedman

The week of August 11th was National SMILE WEEK. Yes, I’m serious.

And there’s rarely a program I present that someone doesn’t ask me if smiling is really that important – either on the phone or in person. People actually ask me: "Nancy, can you really hear a smile?" Yes, Virginia, you can really hear a smile. And your caller can hear the lack of a smile as well.

So, this is a column about SMILING and the reasons for it. Now, if you happen to already be a smiler, you might want to pass this article on to someone who isn’t, or doesn’t know that you can hear a smile.

First, let’s take the word “smile” from Webster’s dictionary:

SMILE: To smile, be astonished; to have or take on a facial expression, showing pleasure, amusement, affection, friendliness, irony, etc….and characterized by an upward curving of the corners of the mouth and a sparking of the eyes

See!! It’s something most everyone can easily do.

And if it’s that easy...don’t you wonder why more people don’t do it? Haven’t you ever been in a store, or just been walking around, and see that people aren’t smiling. Even when you start talking with them?

A recent New York Times review by Roxana Popescu of the book A Brief History of the Smile written by Angus Trumble asks a very good question: "Why do English speaking people say CHEESE to make you smile, but Chinese speakers say Eggplant?" And Trumble continues, "The spontaneous smile of the little child is essentially truthful."

"Certainly we all know, not saying “please” and “thank you” is usually considered rude," says Friedman, "but the list of rude behavior is much longer than those offenses. I’m not sure why we constantly need to be reminded to smile," she continues, "but we do. You’d think it was common sense to smile when you’re with a customer." Ah, but common sense is not that common now, is it?

Will a smile help? Well, as my mother used to say, "it couldn’t hurt." Keep a mirror by your desk. That is yet another good reminder to keep a smile on your face when you’re talking with customers.

My husband and I are in airports a lot. We’ve made a conscience decision to keep a slight smile on our face when we walk through them. Why? Because when we look at the faces coming toward us... mouths turned downwards, looking worse than sad – almost mad...we decided we didn’t want to look like that. Sure, it may feel a little funny keeping that little smile on our face, but we both know we look better for it.

SMILE week reminded me of a story a skycap told me a few years ago. You’ll enjoy it.

Joe, our friendly skycap at the St. Louis airport told me this story. He was walking through the airport a while back and came upon a woman sitting hunched over on her luggage – mouth turned down as far as it could be turned down. She looked – in his words – terrible. He decided to go over and ask her if she was okay. "Excuse me, M’am," he said, "are you okay?" The woman looked up –mouth continuing to be turned down, and grumbled a mean "YES." "Well," he said, "Notify your face."

So remember, if someone comes up to you and asks, "Are you okay?" it probably means you don’t look very happy. Now say..."Cheese."

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 Web site at www.telephonedoctor.com.

Published Networking Today September 2008

Don’t Treat It…Beat It!

By Mark Vockentanz

Is the answer in a pill? Do all of our aches, pains, ailments and dysfunctions simply disappear when we pop the magical pill? The answer is an unequivocal “no,” yet it doesn’t appear this way if we look at the natural health product industry and the pharmaceutical industry.

Actions speak louder than words. Our intuitive mind tells us one thing, but our cognitive mind says another. That is, this perceived path of least resistance is sometimes just too much to resist for people. This is how these products are marketed to the public… “Simply swallow this pill and your problems will melt away.” From headaches to hemorrhoids they will have you believe that the fix is a lotion, potion, or pill.

In Canada, it is projected that the Natural Health and Pharmaceutical sectors will generate a whopping $12 billion in sales this year. This enormous economical wheel has gained tremendous momentum. And it is perpetuated by the demand of an ever-increasing diseased population.

But the solution does not lie in a pill, potion, or lotion. The answer lies in the understanding of how our body functions in relation to the environment we create for it to exist in. Essentially, we become our environment. That is, if you create a polluted environment, then you become polluted. If you exist in a destructive environment, then you become destructive and if you live in an unhealthy environment, then you become unhealthy.

It almost seems too simple to be true, but most things are quite simple. We too frequently over-complicate things. The basic premise is to create an environment that is healthy and complementary to life itself. In addition, you should disengage from methods that are reactive and engage in lifestyle habits that are proactive.

Most “remedies in a bottle” treat symptoms and rarely are preventative in nature. The assumption is that you’re already dysfunctional. In reality, you want to beat disease to the punch by creating an environment that inhibits disease, constructing a terrain in your body, mind and spirit that will not let illness reside there.

An ounce of prevention is worth a pound of cure!

Mark Vockentanz, BHK, CMTA, CHLC is a Wellness Coach and founder of V3 Life Transformations – for Vision, Vitality, Victory. With more than 20 years industry experience, Mark offers one-on-one coaching to help individuals find an alternative path to true health and vitality. Mark can be reached at 519.777.6811 or email v3lifetransformations@sympatico.ca. www.v3lifetransformations.

Published Networking Today September 2008

Are You a Spoiled Brat Negotiator

By Kim Duke

I was pushing my chocolate-laden shopping cart at the grocery store the other day (yes – Divas grocery shop!) and saw a power negotiator in action.

This person was persistent, passionate, and absolutely on purpose! They were also less than 4 feet high.

Yeah, you guessed it lady – I saw a 6 year old girl with pig-tails seriously work her mother for a different kind of yogurt. I know – yogurt? (if it had been me – it would have been sugar cereal or a chocolate bar all the way!)

You got it – this little blonde, blue-eyed dynamo was determined she wasn’t going to have to eat the stuff out of the “big” plastic, boring container. She wanted the stuff in the colorful tubes instead! I kid you not – this is what I heard her say (this child should be teaching sales):

“But Mom – this kind tastes better and I always eat it at school.”

BINGO!

Mom folded like a taco and a little girl got her box of tube yogurt. And a Sales Diva received some inspiration for a column!

Are You A Spoiled Brat At Negotiating?

This little girl absolutely “wowed” me with her negotiating skills because she inadvertently said what her mother needed to hear. Benefit. Benefit. Benefit.

So, she actually wasn’t a spoiled brat negotiator at all.

But YOU probably are.

One of the biggest reasons most people SUCK at negotiating is because it’s all about ME, ME, ME! Remember – a successful negotiation is not where you have STICKY FINGERS.

Follow these 5 Bossy Sales Diva Rules instead:

1. Stay calm. If you’re stamping your feet in the sandbox about what you want and lose all sense of logic…well then – you have just become vulnerable in the world of negotiating. And you’re about to lose your favorite toy. (In my world – this means MONEY)
   
   
2. Pouting doesn’t work. If your potential customer isn’t seeing the value of what you offer – that’s YOUR ISSUE and not theirs. No one likes a defensive cry-baby.
   
   
3. Share Your Toys. A successful negotiation is where both parties feel like it was a Win-Win. No one should feel they were “taken for a merry-go-round-ride.”
   
   
4. Play With The Right People. Are you really busy chasing people who have no need for your services? You’re going to get a lot of rejection. Be super clear on who your target audience is.
   
   
5. Don’t Reward Bad Behavior. Hey – stop giving discounts to people who always want the cheapest price or who only want to buy something small. Reward your loyal customers, or people who are making a large commitment of time and investment in you.
   

When I was a kid, my sister’s favorite expression to me was “You’re not the BOSS of me!”

She was right.

The only person who is THE BOSS OF YOU – IS YOU.

It’s time you grew up and realized that you have VALUE and you don’t have to be the cheapest kid on the block. You don’t need everyone to like you – you just need more of the kinds who do.

So there.

Kim Duke, The Sales Diva, provides savvy, sassy sales training for women small biz owners and entrepreneurs. Kim works with clients internationally, showing them The Sales Diva secrets to success! Sign up for her saucy and smart FREE e-zine and receive her FREE Bonus Report "The 5 Biggest Sales Mistakes Women Make" at www.salesdivas.com.

Published Networking Today September 2008

Winning a New Client When There Is an Incumbent

By Andrew Sobel

Breaking into a new client requires skill and perseverance under any circumstances, but especially so when the client already has a strong relationship with a firmly entrenched competitor. If the client is satisfied with an existing provider, there has to be a compelling reason for them to shift their business to you. It can and does happen, however. After enjoying the fruits of a relationship for many years, an existing advisor can get complacent, leaving room for an energetic, creative, and determined newcomer to capture the client’s imagination.

Here are 9 principles that can help guide you in trying to win business from a new client, which already has strong, existing relationships with the competition:

1. Look for trigger events. There are a number of circumstances that will make it easier to build a relationship. There could include things such as:
   
   
   • A conflict. Due to a conflict with another client, your competitor may find itself unable to execute a piece of work. This can most commonly occur with investment banks and law firms, but similar situations can arise with other types of advisors.
     
     
   • Executive changes. The individual who has a strong relationship with your competitor may leave or be reassigned elsewhere.
     
     
   • Reorganizations. This may cause the client to rethink how it distributes its business among outside firms.
     
     
   • Economic events or shocks. Sometimes, a profit crunch or loss of market share will trigger a company to rethink its use of advisors (e.g., clients will often change advertising agencies for these reasons).
     
     
   • Turnover or retirements at the competition. If a lead partner or key relationship manager retires, for example, this may be an opportunity to press your case and invest in trying to capture some share of wallet.
     
     
   • A service or quality failure on the part of your competition. One of my clients won over a new client despite that company’s ten-year relationship with another advisor. They were told that the incumbent, in ten years, had never learned anything about the client’s business, and the client was tired of their complacency and of the generic advice they were getting.
     
     
2. Try to identify something small or non-threatening that you can work on. If, in order to hire you, a client has to dump an existing provider with whom they have a good relationship, your chances of success are very small. How would you feel if someone you just met said, “I want to be your friend, but you have to get rid of your best friend in order for us to build a relationship”?
   
   
3. Focus on an area where you are clearly differentiated or have a tangible strengths vis-à-vis your competitor. I’ve seen firms make inroads because they had a strong presence in a particular market or country, or had done some unique research around an issue of importance to the client. Ask yourself, “Where do we have a particular strength we can leverage?”
   
   
4. Invest to earn their trust and respect. The incumbent has the advantages of knowing the client better than you and having built up a repository of trust that you lack. You’re probably going to have to go above and beyond in terms of making an up-front investment in understanding the client’s issues and organization.
   
   
5. Identify executives in the client organization who are not so loyal to the other provider. You’ll certainly be able to capture the attention and interest of these executives more easily, potentially dividing and conquering.
   
   
6. Emphasize innovation and new ideas. Clients are always looking for fresh perspectives, and they will usually not let an existing relationship get in the way of at least listening to someone else’s good ideas. One of my own clients aspired to work for a major global company based in London, one that was the largest client of their direct competitor. Their ticket to entry was a bold strategy which involved leading with a controversial but well-developed and innovative viewpoint on the future of the industry. They also leveraged strategy (5), above, by appealing to a senior executive who was less tied to the other firm. Once inside, they all but entirely displaced the competition.
   
   
7. Be patient and persistent. Usually, it will take many visits and many conversations over a long period of time – months not weeks, certainly – to find the right opening.
   
   
8. Stay in touch so you are there when your number comes up. This applies to any new business development situation, but even more so when there is a major, established competitor. You may get lucky and receive what seems like a call out of the blue because a client’s advisors have an unforeseen conflict, but even such a call is likely to be the result of your systematic relationship-building efforts rather than serendipity.
   
   
9. Pick your shots. When there is a strong incumbent, breaking in can be an uphill struggle, and it’s no fun to bang your head against a door. Be selective about investing your time, and focus on those few opportunities where the potential payoff (future revenue, opportunity to serve a marquis client, etc.), multiplied by the probability of success, suggest a worthwhile goal. Sometimes, until there are some major personnel changes, the client just isn’t going to give you any business under any circumstances. If that’s the case, move on. Relationships do change – they aren't cast in concrete. Remember, this very week, your competitors are calling on your own best clients, trying to capture some of their business – the least you can do is return the favor. Don’t just play defense.

Andrew Sobel is the leading authority on client relationships and the skills and strategies required to earn enduring client and customer loyalty. He is coauthor of Clients for Life: How Great Professionals Development Breakthrough Relationships (Simon & Schuster). He can be reached at (505) 982-0211 or by e-mail at andrew@andrewsobel.com www.andrewsobel.com

Published Networking Today September 2008