What Method Do You Lead With? [Updated]

Polishing for More Possibilities

I took the last blog post about "What Method You Lead With?" and developed it further and included some self analysis activities. Let me know what you think. Would you use it? How? Do tell.
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Have you ever read a sales book? How many have you read? If you’re in sales you should at least read 3-5…at least! Comparing what you know about selling to the way someone else sees it can help make your approach even better. You don’t have to do what others do, but evaluating the way it may work for another can help you evaluate your own.

SPIN Selling, Selling to VITO, Zig ZIglar’s Secrets to Closing the Sale, and the Little Red Book of Selling are all great sales reads in my opinion. I know you may be thinking three Americans and a Brit don’t know what it’s like to sell in my market or in my country, but selling today is a global thing. If you don’t like these, look for the leading sales books in your own country and read one or two. The goal is to see how others sell and review your own process to see if you can improve it. I bet you’ll find at least one idea.

As for me, I've read my share, well over 50, and I enjoy hearing how different people approach the opportunity before them and make the move to closing business…or moving on to the next one.

Over the last few months I've been asked to speak more and more about the best sales methods. (Funny, when economies slow down people start looking at what's not working now—when they should be doing that when it's working too!) My short answer is that there is no "best" method. The one that works for you may not work for someone else. The one that works for your competition may not work for you. And so on.

In my analysis of many selling methods I have identified three drastically different approaches that can develop a different customer relationship and return on that relationship based not only on the general efforts made, but also the specific activities you choose to do (or don't do as you'll see).

The three methods or approaches one could lead with are as follows:

  1. Wait: If you use the wait approach to new business...and existing business too, you literally are waiting for business to show up. You may spend your time preparing for the work you will get or maybe you are busy working on work you already have. There's not much effort in this method...but there is often time hoping for more work, praying for more work, or spending time complaining that no work is coming in. Last time I checked, there are very few investments where some amount of up front work, effort, or capital is required before you can enjoy any return at all.
  2. Look: I believe this method is not only the most popular, but it has also worked for many up to this point. You know the core product or service you offer and you spend time going out and looking for companies who need what you have. This approach often leads to asking the potential customer, "Do you want to buy what I'm selling." Or asking an existing customer, “I know you bought some in the past, do you want to buy more today?” Some people are incredible at this method. The number of calls they make in a day, people they see, e-mails they send are all part of their ROI factor of "looking." They measure the effort by how many things they did to sell, rather than the return they got from their selling efforts. People who use this method would try to find people who need what is being sold. When people are buying this is a great method. But it’s not such a good method when people aren't buying.
  3. Create: This is often the least used method to lead with. But as of late, the few who do use it are enjoying deeper and more valuable relationships with particular customers. This method can deepen an already existing relationship or it can help you get the attention of someone you've never done business with. In this method you spend time thinking creatively about ways to help your customer. Perhaps it’s about helping them make money instead of just saving it, saving time in their business or making them look good to a new type of customer they are trying to go after. The difference is that you're not saying, "Do you want to buy what I'm selling," you're leading with a developed set of ideas you created to help that customer's business. The “create” approach can sound something like, “I’ve done the best I can to understand you, your business and your customer and I believe I have some ideas that can help you beyond cost savings alone.” It may take more time to understand the customer's business or their relationships with their customers but it's an easy way for you to differentiate yourself by putting the customer’s business in the middle of your efforts and showing them how to grow and go further in their business enabled by your ideas. It sets you apart from your competition AND the potential to have a long-term relationship is not based on price, quality or turn around time only. Individuals who lead with this method may not win all the business and it may take more time, but the practice in developing the ideas and selling them to others makes for a more knowledgeable, creative and experienced salesperson. I consider this a business development mindset.

I own a small education and consulting business and I’m the principal sales person in my organization. In my life I’ve spent some time “waiting” for sales to come in, I also recognize this approach has led to some of the most stressful times. I’m not much of a “looker.” I don’t call, e-mail or visit people and ask, “Do you want to buy some training?” I identify people from my day-to-day experiences who I believe are worth my time to be creative and see what I can do to help them as an individual and as a business. The “create” method has also gotten me in trouble too. I’ve often developed incredible ideas to help my customer but capturing them, putting a proposal together, developing the solution and delivering it all can be hard to do. But, I also recognize this method has pushed me to close some of the most profitable sales I have ever had.

Now is a great time to look at the way you lead your sales efforts. Take out a piece of paper and write down the answers to the following questions. You’ll find that the time you take to answer these questions could be the most valuable time you’ve taken today, this week, this month to grow yourself and your business:

  1. Do I have a sales method or a process I can explain to someone else? If not, why not? If so, write it down now!
  2. Is the sales method simple and repeatable? If not, why not? If it is, can I make it even simpler and more repeatable?
  3. In my sales approach do I use my existing knowledge, products and services to help my customer beyond cost savings alone? Why, why not? What if I did? How could that change my relationship with the customer?
  4. How would my potential customer feel if I explained my sales method to them? Would my existing customer feel any differently?
  5. Do I spend time evaluating other sales methods? Why, why not?
  6. How has my method changed in the last year? In the last three years? In the last ten years?
  7. What can I do to close the sale for more money using my existing business? And for more profits instead of revenue alone?
  8. What one product or service could I add to my existing business and close the sale for a higher price? How would my answer change if I considered a totally new customer base I don’t call on today?
  9. If I do nothing at all to modify the way I sell today, will it allow me to differentiate myself from my competition a year from now? Three years from now?
  10. If my competition took the time to answer these same questions could they win more business? Why, why not?

I know your busy doing something. But you did take the time to read this article and that already sets you apart from everyone who didn’t. You’re willing to see another way of doing things. If you took a little more time and answered the questions above you could have a more profitable future. I know it’s one I’m interested in and I bet your customers are interested in one too. Help them see it as part of your approach to them.

If you’d like to share your answers to the questions so I can learn more and share more with you and others, please send them to my e-mail. Thanks for helping me improve my approach. I hope my ideas helped you improve yours too!

Keep the learning going, pass it on! ~Peter

 

What Method Do You Lead With?

Have you ever read a sales book? How many have you read? I've read my share, well over 50, and I enjoy hearing how different people approach the opportunity before them and make the move to closing business or moving on to the next one.

Over the last few months I've been asked to speak more and more about the best sales methods. (Funny, when economies slow down people start looking at what's not working--they should be doing that when it's working too!) My short answer is that there is no "best" method. The one that works for you may not work for someone else. The one that works for your competition may not work for you. And so on.

In my analysis of different selling methods I have identified three drastically different approaches that can develop a different customer relationship and return based on not only the general efforts made, but also the specific activities you choose to do (or don't do as you'll see).
The three approaches or methods one could lead with are as follows:

  1. Wait: If you use the wait approach to new business...and existing business too, you literally are waiting for business to show up. You may spend your time preparing for the work you will get or maybe you are busy working on work you already have. There's not much effort in this method...but there is often time hoping for more work, praying for more work, or spending time complaining that no work is coming in. Last time I checked there are very few investments where some amount of up front work, effort, or capital is required before you can enjoy any return at all.
  2. Look: I believe this method is not only the most popular, but it has also worked for many up to this point. You know your core product or service you offer and you spend time going out and looking for companies who need what you have. This approach often leads to asking the question, "Do you want to buy what I'm selling." Some people are incredible at this method. The number of calls they make in a day, people they see, e-mails they send are all part of their ROI factor of "looking." People who use this method would try to find people who need what is being sold. And when people are buying this is a great method. Not so good when people aren't buying.
  3. Create: This is often the least used method to lead with. But as of late, the few who do use it, are enjoying deeper and more valuable relationships with particular customers. This method can deepen an already existing relationship or it can help you get the attention of someone you've never done business with. In this method you spend time thinking creatively about ways to help their business. Perhaps it's helping them make money, save money, save time or look good to a new type of customer. The difference is that you're not saying, "do you want to buy what I'm selling," you're leading with a thought out set of ideas you created to help that customer's business. It may take more time to understand the customer's business or their relationships with their customers but it's an easy way for me to differentiate myself by putting your business in the middle and me showing you how to grow and go further enabled by my ideas. It sets me apart from my competition AND the potential to have a long-term relationship is not based on price, quality or turn around time only. Individuals who lead with this method may not win all the business and it may take more time, but the practice in developing the ideas and selling them to others makes for a more knowledgeable and creative salesperson. I consider this a business development mindset.

What method do you lead with? What do you think of the three I listed here? Drop me a line and let me know?

Keep the learning going, pass it on! ~Peter

FSC Certification Made Easy. Could It Be Worth The Trip?

Recently we facilitated a marketing workshop and the question came up, "What is FSC Certification?" Below you'll find the basics and links to some good additional resources.

The Forest Stewardship Council (FSC) is the international body responsible for standardizing practices to maintain and ensure responsible forestry. Being FSC certified means a business or organization adheres to the practices and principles put forth by the council. There are three forms of certification two of which are related directly to forestation; planting, growing, harvesting and selling and one for companies and organizations involved in using or selling paper products but do not grow or harvest trees. This last certification, the Chain-of-Custody (CoC) certification, is the one most relevant to the print industry and focus of this article.

What: A standards and management program for companies and organizations that purchase and sell forest products to track that the materials handled are from responsible sources. Once certification is attained it lasts for five years and allows the company to promote their goods as FSC certified.

Who: CoC is intended for companies and groups involved on the forest products supply chain. Examples: Sawmills, secondary manufacturers, brokers/distributors, wholesalers, retailers, printers, paper distributors, etc.

Where: The FSC itself does not distribute the certificates. Instead they have authorized third party organizations to manage the assessments and enforcement of the CoC certificates. Organizations with offices in the US currently are:

How: To attain CoC certification there is a 10 step "assessment" process:

  1. Fill out the application
  2. Distributing Organization determines budget
  3. Determine which certificate and scope are appropriate
  4. Sign service agreement with distributing organization
  5. Time is given to to modify systems and operations to meet FSC Standards for CoC certification
  6. Operations are examined by a program auditor to ensure they comply with FSC requirements
  7. Summary of the audit is provided to the company/organization for review and approval
  8. Distributing organization determines if certification is to be granted
  9. A certification agreement is signed and all ancillary codes and paperwork are provided
  10. Distributing organization will conduct annual audits to assure operation within FSC standards and principles

An excellent 2 part article by Gail Nickel-Kailing going into how to become certified and the process details and costs can be found in the WhatTheyThink.com archives:

Additional Resources include:

Keep the learning going...pass it on!

~Peter and Emma

 

Marketing's Many Meanings. Beware Of The Why, But Help With The How

How do you define marketing? Go ahead, think about it? What is marketing and what does it mean to you? What does it mean to your customer and even more importantly…their customer?

Marketing has many definitions it all depends on who you ask. I found two I want to share with you. This one is from Diego Rodriguez is short, to the point, and gets the basics out there: “Identifying desirable experiences, then delivering them.” But this one from Harvard Business School’s Marketing Unit really made me think: “Marketers concern themselves with acquiring and retaining customers, who are the lifeblood of an organization. They attract customers by learning about potential needs, helping to develop products that customers want, creating awareness, and communicating benefits; they retain them by ensuring that they get good value, appropriate service, and a stream of future products. The marketing function not only communicates to the customer, but also communicates the needs of the customer to the company. In addition, it arranges and monitors the distribution of products and/or services from company to customer.” There’s a lot in this definition. How much of it do you do now for you business? Are you aware of how your customers are doing this for their business? Can you help your customers get new customers or keep the ones they have? How unique is your help?

Marketing isn’t like it used to be. In the old days money, at times BIG money, was spent to buy TV ads, radio ads and lots of print in magazines, bill boards, letters, flyers and so much more. Rarely did it get measured for effectiveness but that’s just how it was done.

Today the BIG money isn’t being spent like it used to be and marketing isn’t being done the way it used to be. Today the critical dollars that do get spent on marketing need more than an average to measure the investment. Real time information that proves the time and money spent was worth the effort is where success is being defined. It’s possible to do it with today’s technologies (direct marketing, variable information, PURLs and more), but it’s hard to get people to try it because it means they have to change. Change’s big roadblock is rarely not knowing “how”…it’s the fear to try something that’s unknown.

The usual marketing methods are still in play: Advertising, Direct Marketing, Guerilla Marketing, Positioning, Public Relations, Relationship Marketing and even Viral Marketing are still going on. But there are new ways to get the job done. It’s worth the investigation into seeing how your customer currently markets to their customers and see if you can’t research ways they could do it differently while enabled by the products and services you represent. You will surely set yourself apart from most of your competition that still believes as long as it’s faster, cheaper and quality capable then they should get the business.

Understand the different “whys” your customer may want to change then show them “how” to get it done. Products and services are tactical ways to get something done…but understanding the strategy of where someone is and where they want to go can bring you to a whole new level of a relationship with your customers and potential customers and get them to see the value in a relationship with you and your company. In and of it self, that is a different way to market you and your services. Take some time to answer the questions here and share them with your customers. The experiences in answering the questions is oftentimes more valuable than the answers.

Keep the learning going...pass it on!

~Peter

 

My Thrivers Guide To Trade Shows

It’s Monday evening and I’m thinking about what I’ve learned so far at Graph Expo, the largest US graphic communication trade show held each year in Chicago, Illinois. Let me share a few not-so-common thoughts on how I planned to thrive at this year’s show.

In case you don’t know me, I’m not your usual show goer…

I will admit some of the tips in my Thrivers Guide may be too late for you to consider but not to worry, next year is a “Print” year. Held every 4 years, it will be the largest graphic commutation trade show held in the world in 2009. You can use these tips for next year—or any year for that matter.

Muir’s Thrivers Guide to Trade Shows

  1. Get a hotel close to the show. I’ve done my years up in town and I enjoy heading up town to see a show or have dinner, even stroll the park, but when it comes to travel to and from the Chicago Convention center…nothing beats the Hyatt. Three words: No Cab Necessary.
  2. Bring a pair of comfortable shoes. I’ve done some years with a few trade show vendors “working a booth.” Whether you’re standing there or you’re cruising the floor you gotta have comfy shoes. I’m a Clark’s man. How about you?
  3. Schedule appointments in 30-45 minute blocks. No one hour meetings. Let them know what you want to get out of the meeting, have them do the same and get it done. You need time to decompress from what you saw, heard or shared as well as time to get to your next appointment. You’ll be thankful you have that 15 minute window. Some people go to Graph Expo to see technology while others go to see people. Some do both. I go for the people, the technology…and the city!
  4. A tip taken from Frank Romano, master trade show thriver, has served me well over the years. Take the first day to walk the entire floor. While on your walk about keep a show guide or notebook handy to jot down what or who you want to see in more detail. I’ve taken to using my little digital camera to snap photos of what I want to see later, study your notes and pictures that night and make a detailed game plan for the subsequent days.
  5. The following day hit your targeted stops. For me I usually have three groupings: people I want to see, technology I want to see and seminars I want to attend. Take a few notes about each interaction. What did I want to learn? Did I learn it? Why or why not? Was there anything new I learned? How will I apply it? What do I do next to capitalize on what I learned?
  6. Each night send a follow up note for each business card you collected (or gave out) that day saying thanks restating what you talked about or what you saw and what actionable items are you looking for from them and what actionable items will you do as a result of your meeting. Doing it each night helps you remember what you learned sooner and keeps the amount of work to a minimum. You won’t do it if the pile is an inch thick or more.
  7. I gather what I learn into three categories, yours could be different, but having some way to aggregate the information can help you take it in and apply it. I group things into how will it help me strategize for my future? How will it help me develop existing/new products or services? How will it help me sell? How will it help me produce what I do? How much can I save? How much will I make? How much will I lose if I don’t do anything about it? The last question acts as a motivator too. These are my questions I ask myself to organize what I’m learning, what are yours?
  8. Get out and unplug. You’re in Chicago. Walk in Grant Park. Have a great dinner. Take in a show. Take at least one night and do something totally “non-industry” related. You need that as part of a reward for coming and doing the work to make your work beneficial. Do this more than once if possible. Do it once each day. But don’t do it so much you forget why you took the time to come and learn and share.
  9. Share what you learned. When you get back have a meeting with your team. Have a meeting with your customers. Do it immediately. Share with them the top 10 things you heard, you saw, you did while at the show to help facilitate sharing and learning in your organization and with customers. It’s even better when two or more people go to the show and talk about what they saw. Two people see the same thing differently. Appreciate the diversity and open your mind to learning from others. If you think your way is the only way, you’re lost already.
  10. Plan for next year. Grab your notebook and jot down what you want to do more of or less of next year. How will you do it differently? How will you enjoy it more? How will you make more from your time and effort? You get the idea.

Do these and you’ll thrive at any trade show. Even better, why not share a list like this with your customers and let them take it to their customers and help everyone get more from their trade shows? Hmmm.

Tune in tomorrow I’ll share specifics on what I saw and heard. But for today, plan to thrive all you can…it beats surviving any day.

Keep the learning going...pass it on!

~Peter

 

What Would Your Last Lecture Be?

In May I was given The Last Lecture, a book by Randy Pausch with Jeff Zaslow, and it provided me with my latest dose of reality.

On July 25th Randy Pausch died. A professor at Carnegie Mellon he took an opportunity to give a "Last Lecture" usually given by a retiring professor. Randy's lecture wasn't about being diagnosed with terminal cancer or what to do with a life with an expiration date. His lecture was all about achieving your dreams and the great realities we make as a result. Not only did he achieve almost all of his dreams...but he has inspired millions. One of those millions was me.

The book is the background history, thoughts and feelings that went into the content he chose to share in his 116 min last lecture  you can watch "Really Acheiving Your Childhood Dreams" on YouTube. I'd also suggest checking out The Last Lecture website too to find out more about Randy and his dreams.

This posting isn't about Randy's lecture. It's about yours. What will you leave behind? What legacy will you leave for others to ponder? What will you be remembered for? What are you doing right now that you'd be proud to leave for others? Will you leave anything?

Surely we don't have to do anything. Death and taxes I believe are the only two certain things, so said Ben Franklin. They're the only two things you have to do...and some people even try to cheat both of them.

I could stop here and just leave the rhetorical question hanging out there and leave you to figure it out for yourself. We both know no one can answer the question except you.

I've thought about what my last lecture would be but like many other things in my life...I'm not done yet. The power of education, the experience of seeing beyond common borders and the impact others bring in life are three things that I have used to help me make my trip thus far both enjoyable and rewarding. But there's much more to it. For now I'm going to remind myself that the ride won't last forever and I'll keep on being the student of life I am and share it with everyone I meet as well, especially those closest to me.

Take a few minutes and watch Randy's video and see the passion, curiosity, love and reward Randy had for life. Think about what your last lecture might be...and if you don't like the title or the outline...you can change it. You just have to make a choice to do so.

Keep the learning going...pass it on!

~Peter

 

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It's All In The Process... Well, Most Of The Time

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Stevemartin190_2(I knew that would grab your attention. No need for a double take, that's Steve Martin. I found this photo in the New York Times book review section. The photo credit goes to Sandee O.)

What does it mean to be a Renaissance Man?

After some intense thought and brief research, I found that a Renaissance Man is thought to be a man or a woman of many accomplishents.  The success of these accomplishments is in part due to the Renaissance Man's proficient knowledge in a wide range of fields.

Where am I going with this?

I came across Steve Martins' Born Standing Up earlier this year and it really got me thinking about processes. This book is an autobiography, but reads like a biography because it's a
step-by-step take, by Steve Martin, on how he accomplished his success.

In business terms, Born Standing Up is about the process. It's healthy to ID what customers need and then give it to them, but having a process in place on how to accomplish giving the customer what they need is stellar. Do you know your process?

Beth Schneider over at Process Prodigy has nailed the topic and has created a business based on processes. It is my understanding that in order to be successful in your deliverables for the customer, you have to have a process (system) in place to be sure it happens the way it's supposed to happen, every time.

What's your process for keeping your customers?

Send me a comment, I'd like to know. And if you've read the book, what are your thoughts about it?

Keep the learning going...pass it on!

~Peter

 

Keep In Touch This Summer

The hot summer months are officially upon us and despite the fact that there are less hours worked and more time outdoors, make it a point to keep the networking going. The summer offers endless 62308 possiblities of squeezing some "getting to know you" moments in. For instance, weddings, picnics, conferences, camping trips, get togethers, vacations, family reunions...you get my point.

I read an article by Buzzy Gordon over at About.com about the power of meeting new people, finding out what makes them tick, things they need help with, and making an offer to stay in touch. Creating a system on how to follow-up, well, that's another post, but check out the article here.

Let me know your networking plans during these hot summer months. I know I'll be out and about making new friends and exchanging contact info. 

Keep the learning going...pass it on!

~Peter

 

Embrace Techonolgy, Cut Down Drive Time

At the risk of being redundant with recent reports, gas prices are on the rise.

613_blog What does that mean for your customer service? I've been reading where some small businesses, primarily delivery services, have started doing one of two things: including a gas charge in their fees, or simply not servicing areas that are more than 30 miles away.

I just mentioned in last week's post about not cutting your prices, and I'm here to tell you that charging a gas fee isn't the route to take, either. Customer service is the key to ALL business success. If you keep the customers happy, they'll keep coming back for more. Remember this was discussed here. If for a moment you can look past the increased costs of doing business and envision ways to keep up with the demands of the customer and help stabalize cost, embracing technology is the way-to-go.

Maybe now is a good time to evaluate the customers that you serve. This isn't a one size, fits all approach. The project manager at XYZ Accounting may not mind conducting project meetings via video teleconferencing (VTC), whereas the sales manager at XYZ Foods breaks down at the thought of having to appear on camera...

The first step is to realize what technology options such as gotomeeting and web video conferencing are available to you and which would be a good fit for you and that particular customer. Once you understand this, have a conversation with the customer about how much you value their business and how important it is to you to keep costs down and being able to keep the processes moving, then introduce your new meeting and follow-up options.

I know that I may  be making this sound more dramatic than it is, but my motive is to get you to think of what's possible outside of raising your fees or charging extra fees to visit the customer. I'm BIG on customer service and I don't think that the customer should have to pay to receive this feature. Get creative and keep the lines of communication open.  You'll be glad you did.

Keep the learning going...pass it on!

~Peter

 

Going For The Discount During A Recession

Are you a bit confronted or tempted to cut your prices during this economic downturn?

J0400966 If so, you are not alone. Professional services companies are faced with this reality, too. Today, I'm here to spare you the anxiety of possibly cutting prices. Freddy Nager over at
Atomic Tango, a creative strategy agency, gave these reasons why cutting your prices could do more harm than good:

1. It sends the message that you've been ripping your customers off all this time.
2. It means you'll have difficulty increasing your prices to "normal levels" when the economy starts jamming again.
3. It kills your profit margins, so you won't have the cash to do what might really make a difference to do during a recession: better marketing.

Freddy's blog also shares the importance of marketing the value of your services. Which leads me to my next point...

Yes, times are tough in this country, but don't lose sight. Remember who you are, what your product or service brings to the market, and how it's making a difference in the businesses of your current customers. It's time to visit Sales 101. Don't let a prospect pigeonhole you into lowering your prices, instead gently remind them of the customers your product or service has already helped (name-drop) and stick to your story.

Keep the learning going...pass it on!

~Peter

 

What's A Cup Of "Joe" Worth To You?

J0438525_2 Have you ever stopped to wonder about that? When you meet with a prospect at the local coffee shop,
that eventually turns into business...what's the dollar value of that cup of Joe?

Before I go there, I must say that getting to that cup of coffee has a lot to do with what you said yesterday, last week or last month that even got you the meeting. What you used as your pitch plays a HUGE role in how you plan to keep the pipeline full of prospects/business. The key to keeping that script fresh in your mind is to rehearse it as often as possible. Perfect practice makes perfect.

Look beyond the $4.85 Vanilla Latte...how many of those Lattes led to a new account? It's all in how you look at it. In fact, if you stopped reading this blog and went to your local coffee shop right now, you'll most likely see business happening all over the place. Those conversations you'll witness are far more than coffee.

Having a perfect elevator pitch isn't about big words and confusing jargon, it's about truly understanding your target market and having the ability to tug at their core emotions in 30 seconds or less whenever you're asked the coveted, sometimes dreadful, "What do you do?"

I found a useful tool to help hone in on my elevator pitch.  Practicing what you're going to say allows you to break away from the unneccesary information and get to the point of the message.       

If your coffee talks are down, maybe it's time to take a look and a listen. Grab a buddy, pitch and ask for feedback. Your pitch is your ticket to getting more time over coffee and in turn, greatly affecting your sales goal.

Keep the learning going...pass it on!

~Peter                        

Catching Up & Choosing Content

It has been a while. What has everyone been up to? For me, work, consulting, creating rich content for training sessions and meeting inspiring professionals.

424_post_2 Now, it's time to get my newsletter, a project that I've been talking about for quite some time, off the ground. My team and I have been tossing ideas back and forth: What will it include? When will we get it out? What should it look like? How often do we publish it?

I want to know what you think. Any ideas on what should be included in this newsletter?

I'm looking forward to your feedback. Don't be shy. Please send me topics you would like discussed.

Keep the learning going...pass it on!

~Peter

 

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Trends Discussion 2008: Going Global [Part II]

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Gaining an international presence in your industry is a process that doesn't have to be long and drawn out. It just takes some proper planning and stamina. I'm hoping that my thoughts will give your company the boost it needs to get out there...in a major way.

In this game, there really are no rules, you make the rules. The tips that I'm sharing with you are the rules that we've [Bizucate] established to help us win this game of playing in international markets. Here are my other tips:

1.GET OUT...visit your chosen country and see what it's about

2. Make yourself aware of the economic markets and conditions of that country as part of your Going Global research

3. Decide why you want to go global (as part of your number 3 below). Is it to see something in another country, have something produced/developed there) or both? It will drive your research efforts


These tips are a great way to realize the culture and really measure whether your selected country would benefit from doing business with you. This gives your company an edge and a true understanding of what you're getting into. Again, you want your motives for doing business in the selected country to be crystal clear so when asked, you will be able to communicate the company's objective(s).

The next BIG question is how long should it take before your company is actually delivering its product or service? That time is up to you and your team. Like anything, you want to craft your plan, talk to as many companies or contacts who are already global, and take measurable action. To keep the idea of going global exciting, check out the blogosphere. I've recently discovered this blog doingbizabroad and international business is the primary topic.

Do you have any ideas about going global or other great blogs focusing on this topic?
Leave me a comment.

Until then, create your plan and stay focused on the vision.

Keep the learning going...pass it on!

~Peter

Trends Discussion 2008: Going Global

This is a topic that’s been on my mind for quite some time. In fact, I’m going to make this a two part series because I have some things to share with you about the benefits and some down sides, but mostly benefits, of doing business abroad…

Did you know that taking your business global could be the largest driving force in your revenues? If you’re properly positioned before take-off, I can almost guarantee it will be a ride worth taking. Other countries are dying to buy our services and/or products. Bizucate billed six countries last year and that experience exceeded my vision for where I’d plan to take my business in 2007, not to mention getting the visas, racking up on frequent flyer miles and operating on completely different time zones. Now that I think about it, things were pretty busy for us on the international front last year.

We buy services abroad, we sell services abroad and we travel abroad so why not do business abroad? Dell and IBM weren't afraid to do it and look where it has gotten them. I know the first thing that usually comes to mind when I talk about crossing the seas is HOW?

At Bizucate, the bulk of our international alliances were formed through larger corporations that contracted us to train their team.  I have to say that had it not been for these major powerhouses, I’m not sure if we would have been able to hit the international markets as strongly as we did. Crossing international markets is doable if you have a systematic approach. In case I've sparked some interest of new possiblities in the way you do business, I want to share four tips to encourage you to get started:


1. Know what your company has to offer

2. Strategically choose partnerships with a major firm, organization or business who has international offices and who could benefit from your service


3. Define your international strategy and make them known to your partners, when the time is right

4. Know your price points, is your company willing to shell out eight grand for an airline ticket to present a one hour speech?

More tips to come in my next post. In the meantime, I hope this really gets you thinking about international companies who could benefit from the service you provide.

Tell me, why aren't you doing business abroad? If you are, what are your thoughts about it? 

Keep the learning going...pass it on!

~Peter 

Trends Discussion 2008

Now that we are making our way out of the “New Year” I think it’s safe to say that 2008 has hit the ground running. Have you made a difference in the lives of your customers’ businesses yet? What’s stopping you? Who’s stopping you?

Time is ticking so I want to challenge you to be forward thinking in your approach as we are just four weeks away from the closing bell of the first quarter.

At Bizucate, I'm finding that in order to add value, it's essential for me to sell and deliver for at least two hours out of my day. What does that mean for my business and my customers' businesses? It means that all this talk about a recession show us that we should take the time to add to our pool customers by making those follow-up calls and carving out new business opportunities, while delivering what we promised to our current customer base. In no way should hard times be an indicator to pay special attention to your current or potential customer base. Be proactive.


The trend for 2008 is to keep the current customer happy and constantly adding new customers to the mix.

I’d compare the selling and delivering component to the likes of a mother loving four children all the same? Surely, doesn’t she love one more than the other? Selling and delivering operate in this way, when you’re out doing the presentations, or trying to make a sell all while giving your current customers what they deserve, it makes it impossible to love one more than the other, well, almost.

Let’s start with what’s necessary and add value in the way we do business.

Keep the learning going…pass it on!

~Peter

Consulting 101

Have you ever stopped to think… what is a consultant?

I’ve been pondering the true definition of this profession myself and according to the dictionary, it is defined as a person who gives professional or expert advice. In fact, there are a ton of how-to websites for one who might consider this practice. For me, a consultant is someone who gives perspective.

People pay therapists to provide perspective about a current or past situation in their lives.

And in looking at it this way, I started thinking about the independent contractors that I hire to help keep my company going, and the truth of the matter is I can do everything that I pay them to do. All I’m doing is seeking perspective. Gaining perspective gives you a choice.  Having a choice gives you the freedom to reach your full potential.

Is that what being a consultant entails? 

I think it pays to have perspective or receive a different point of view.  When you really look at it, all of you are my consultants or anyone who comments on a blog can act as a consultant.  You’re comment simply validates that particular thought or challenges the blogger to see the topic in a different light. The spring of technology and its access has put all of us in the driver’s seat, and that’s something to be excited about. 

Keep the learning going...pass it on!

 

~Peter

What's Good Customer Service Worth?

A huge part of business is about relationship so why not invest in the relationship approach with our customers? I usually measure my customer relations factor with a simple scenario: Following up well after the sale has been completed, and the invoice submitted and paid. That takes some dedication and it’s not easy. Staying in touch takes time and commitment and it‘s easy to get bogged down in getting new business and being most concerned about the next
“big deal”.

There’s no escaping the fact that we must have a plan in place to touch our customer base. Coffee once a week, picking up the phone and calling from time-to-time, an eNewsletter or mailing out a holiday card every year, something must be done and it has to be planned or it just won’t happen.

When the economy is at its peak, many companies take a slash and burn approach to customer service because it seems that under every rock there are new business prospects just waiting in the wings. With the state of the nation slowing down, a slash and burn approach can upset end of year projections.

What is the cost of good customer service? Dollars aside, I think it’s about understanding what your customers value – it’s about sticking your neck out to give them what they want. Many things in life are measured by time or money. Most of us are more willing to give of our time than we are money and in the case of offering good customer service, I think it requires a little of both. It takes time to plan what you’re going to do and actually implementing the plan. The money part is usually consumed by the actual plan or by you taking the time to put the plan into action.

Whatever you decide, don’t let the cost of good customer service discourage you, get creative. There’s an abundance of options and ideas out there that have been created with people like us in mind who are out to take things to a different level when it comes to how we run our business. See what you can find.

Keep the learning going…pass it on.

~Peter

 

Where Has Good Customer Service Gone?

First, let me start by saying Happy New Year!

I’ve been spending most of my holiday with family and friends and overall, the experience has been refreshing.

On New Year’s Eve day, I decided to eat breakfast at a local restaurant. The experience left me thinking, ‘Where has good customer service gone?’ After being seated by the host, I decided another available location in a booth was more preferable than the table I was initially given. I asked if I could move and was surprised to hear the host say, “That’s another section, I’m not sure, let me go check.”

I didn’t need to hear the turmoil of the host not knowing and that being another section. I was expecting something like, I’m sorry that’s reserved or “Oh sure, sir, go right ahead!” Whatever happened to that?

This leads me to this post today. They say in life you should never waste an experience. Always use what you’re going through for the greater good of someone else. So I guess it’s safe to say that my turmoil is for your good.

What does it cost to retain customers vs. acquiring new ones?

According to authors Emmett C. Murphy and Mark A. Murphy’s Leading on the Edge of Chaos, acquiring new customers can cost five times more than satisfying and retaining current customers, a 2% increase in customer retention has the same effect on profits as cutting costs by10%, the average company loses 10% of its customers each year, a 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry and the customer profitability rate tends to increase over the life of a retained customer.

There you have it! That’s it in a nutshell. What are we doing to keep our current customers happy? It’s a matter of sales and excellent customer service. Many times the sales team is there to close the deal, then the customer is passed on to a formal customer relations program to ensure that the customer’s overall experience is managed. This is all good. In fact, I highly recommend having systems in place for retaining the customer. That’s ‘getting it’ when it comes to the profitability and success of your department or business.

I’ve been a customer of L.L.Bean for years and my experience has always been excellent. They go out of their way to accommodate my needs and they guarantee their products. Sure, I bet they get new customers logging on or entering their stores everyday to make a purchase, but they understand the value of paying attention to the customers they already have, and how profitable customer retention is to their bottom line. That’s being better than good.

The New Year is here...2008 is upon us, how are you planning to be better than good to your customer? Leave me a comment, I’m open to how we can maximize the lost art of “good customer service.” At Bizucate, we plan on making that a focus of ours for the new year.

Keep the learning going...pass it on.

~Peter

 

Reach Out And Touch Someone

I just can’t seem to get this stack of business cards off my mind.

When I teach seminars or meet people along the way that classic marketing method is always in play--the exchanging of business cards. I contact some of the key people who hand me cards based on a timely need or project idea that aligns with our current efforts. But we can't always get to all those people.

I actually sat at my desk and brainstormed about how I could possibly make an impact on each individual who took the liberty to hand me their contact information, and not to mention those of whom I actually requested that they hand over their contact information so that I could, you guessed it - contact them.

What should I do?

Do I handcraft a response about what I can do for them? Nah, that’s bound to get too big before it even gets going. I’m thinking I should create an engine that’s threefold:  generates ideas, serves as a resource and keeps the dialog going between me and the the potentially Bizucated masses. In that order, I could make a huge difference. As a coach, I teach customers how to grow their customers’ businesses. Technically, it’s my duty to pass on what I know and I like to think that by passing on what I’ve learned, I’m creating the possibility of my customers being the best at what they do. Which takes me to my next point, my knowledge is only as good as the action that follows.

Over the years, I’ve learned that everyone, no matter what business they’re in, struggles with time management, keeping up the pace and just plain old getting things done. What if there was a reliable source that kept us on the up and up about how to overcome these challenges. A resource that my contacts could count on. A resource that would help me, help my contacts, help themselves.

I find that the clients who prevail are the ones who apply what they’ve learned and actually do the work. I’m doing the work by getting the business and writing and delivering the presentations and completing the consulting projects. Now, I’m ready to take it a step further. It’s time to create a system that’s going to serve as a resource for everyone that I come in contact with. How much greater would our community be if all of us were committed to making an impact on everyone who trusted us enough to hand over their business cards?

Maybe this would be a good spot in this posting to reveal the new service I have in mind, maybe revealing it here would be premature…I guess the major question/revelation for me would be ‘why am I doing this?’

As I take the next step in Bizucating my contacts, I‘d like to thank you for giving me the time and the space that I needed to realize the vision of the next dimension at Bizucate. If you've got some ideas you'd like to share, let me know. Stay tuned.

Keep the learning going, pass it on.

~Peter