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Member You - Who Wants Customers Anyway?
Quick, answer a question: Why do people buy from you?Bzzzzz. Wrong, if you answered with,• “Uhhh . . .”• Any description of your product or service.You get an “Incomplete” if you answered,• “Because we have great service.”• “We have the best quality.”This might seem rather basic to some of you, but if you quit reading I promise you're cheating yourself. Unless you have an inside-and-out understanding of all the possible reasons people buy from you, you're likely inviting objections. That's because you're probably selling what you want to sell, or talking about what the company's marketing department tells you are “benefits.” People buy for their reasons, not yours. Your goal on calls is to learn, remi
The rules of the game
Firstly as a manager, you have to recruit staff with personality, provide technical knowledge to ensure they have confidence and then empower them to make decisions. Assuming you have the right team member and the right culture, you then have to introduce a consistent skills level that can be measured. The team member has to be much more than a sales person – they have to be a host, consultant and seller, it’s very complex.
Winning host attributes
Company wardrobe
Name badges
Positive body language
Pleasant tone of voice
Verbal welcome and farewell where appropriate
Winning consultant attributes
Is a good listener
Use open questions to start a conversation
Have technical knowledge
Paraphrase to confirm custom
Armed with knowledge of your industry, market and audience, a media plan and schedule, your product or service's most important benefits and measurable goals in terms of sales volume (number of units sold), revenue generated or other criteria, you are ready for action. The first step is to establish the theme and, if appropriate, the specific tagline that identifies your product or service in all of your advertising. The theme of your advertising reflects your special identity or personality as well as the particular benefits of your product or service. For example, cosmetics ads almost always rely on a glamorous theme. Many food products opt for healthy, all-American-family campaigns. Automobile advertising freq
“This business would be so much tidier without customers! “
I am sure someone has whispered that in your organisation - but, out of ear-shot of management. But, let’s be honest, customers are a pain and they are expensive to attract; let’s eliminate them and make life easier for everyone.
You can’t afford to have customers– turn your customers into clients
Companies use interruption marketing techniques, such as newspaper adverts, TV commercials, billboards etc. to attract customers, some may be enticed into your door, you serve them and they go. You then repeat the whole process again. It is an expensive exhaustive way of making a living.
Is there an alternative? The answer is yes. You don’t have to have customers to grow your business and many businesses do not have customers, they cannot afford them.
Successful businesses have clients. Yes, they use interruption marketing techniques to get them in their front door, but then use permission marketing to change them from customers to clients. A customer buys a commodity; a client is in a caring relationship with your business. We are going from a process to a relationship.
With the above in mind, do remember the old slogan from South West Airlines? “Customers are not No. l, they are No. 2- our team members are No. 1”.
If you work on your business culture with your team you will stop having customers and you will start having clients. People who want to deal with people and enjoy the experience.
The way your employees feel is the way your customers are going to feel. - Karl Albrecht
Having a customer philosophy could also be the demise of your business. Big retailers can afford to have customers because they can drive their business on price. Medium to small business, not-for-profit or service industries often do not have the buying power or marketing dollar to compete at this level. A change in thinking is essential for many to grow their business.
How do you get clients?
Potential clients are already walking into your door, but often they remain in customer mode, due to the indifference of team members.
This is more common than we would like to admit. A recent headline in the ‘Strait Times’ newspaper in Singapore was entitled “Rudeness - It’s all part of the service”. This is not unique to Asia. In the USA the ‘Orlando Sentinel’ newspaper had a headline “Lousy service, get used to it”. We all have a rat-bag member of staff, someone who thinks they are doing the right thing but aren’t – someone who causes the team to cringe with embarrassment when they are on the desk. Sadly, it is often these staff members that the whole team is measured against.
This, along with research. indicates customers believe they are receiving worse customer service these days. Another reason to eliminate customers and get clients into your business.
Work with your team to improve your business culture, not only your processes and your team will start building a client-base that will grow your business. Hold a team meeting and use these rarely asked questions.
Are we recruiting for attitude and behaviour – or only skills?
How do we handle poor performers?
What type of business would we like to work in?
What can we do to grow our business?
How can we change what we do to have more fun?
How can we share that fun with our clients?
What can you do
Training the team has to be an essential part of your strategy to compete with the box stores. Someone once said to us that they don’t train their staff in case they left to work somewhere else. What scared us was the staff staying with the business as an untrained team. Investing in your team is essential for the success of any business.
The rules of the game
Firstly as a manager, you have to recruit staff with personality, provide technical knowledge to ensure they have confidence and then empower them to make decisions. Assuming you have the right team member and the right culture, you then have to introduce a consistent skills level that can be measured. The team member has to be much more than a sales person – they have to be a host, consultant and seller, it’s very complex.
Winning host attributes
Company wardrobe
Name badges
Positive body language
Pleasant tone of voice
Verbal welcome and farewell where appropriate
Winning consultant attributes
Is a good listener
Use open questions to start a conversation
Have technical knowledge
Paraphrase to confirm custome
Employment Services rank among the industries as projected to grow the fastest and to provide the most new jobs. Though many people closely relate the employment services industry with temporary employment opportunities for clerical workers but the industry is different in matching millions of people with jobs, providing both temporary and permanent employment to individuals with a wide variety of education, managerial and professional work experience. The various jobs in the industry range from secretary to computer systems analyst, and from general laborer to nurse. In addition to temporary jobs in these sectors, permanent positions in the industry include workers such as employment interviewers and marketing representatives who help assign and pl
With the above in mind, do remember the old slogan from South West Airlines? “Customers are not No. l, they are No. 2- our team members are No. 1”.
If you work on your business culture with your team you will stop having customers and you will start having clients. People who want to deal with people and enjoy the experience.
The way your employees feel is the way your customers are going to feel. - Karl Albrecht
Having a customer philosophy could also be the demise of your business. Big retailers can afford to have customers because they can drive their business on price. Medium to small business, not-for-profit or service industries often do not have the buying power or marketing dollar to compete at this level. A change in thinking is essential for many to grow their business.
How do you get clients?
Potential clients are already walking into your door, but often they remain in customer mode, due to the indifference of team members.
This is more common than we would like to admit. A recent headline in the ‘Strait Times’ newspaper in Singapore was entitled “Rudeness - It’s all part of the service”. This is not unique to Asia. In the USA the ‘Orlando Sentinel’ newspaper had a headline “Lousy service, get used to it”. We all have a rat-bag member of staff, someone who thinks they are doing the right thing but aren’t – someone who causes the team to cringe with embarrassment when they are on the desk. Sadly, it is often these staff members that the whole team is measured against.
This, along with research. indicates customers believe they are receiving worse customer service these days. Another reason to eliminate customers and get clients into your business.
Work with your team to improve your business culture, not only your processes and your team will start building a client-base that will grow your business. Hold a team meeting and use these rarely asked questions.
Are we recruiting for attitude and behaviour – or only skills?
How do we handle poor performers?
What type of business would we like to work in?
What can we do to grow our business?
How can we change what we do to have more fun?
How can we share that fun with our clients?
What can you do
Training the team has to be an essential part of your strategy to compete with the box stores. Someone once said to us that they don’t train their staff in case they left to work somewhere else. What scared us was the staff staying with the business as an untrained team. Investing in your team is essential for the success of any business.
The rules of the game
Firstly as a manager, you have to recruit staff with personality, provide technical knowledge to ensure they have confidence and then empower them to make decisions. Assuming you have the right team member and the right culture, you then have to introduce a consistent skills level that can be measured. The team member has to be much more than a sales person – they have to be a host, consultant and seller, it’s very complex.
Winning host attributes
Company wardrobe
Name badges
Positive body language
Pleasant tone of voice
Verbal welcome and farewell where appropriate
Winning consultant attributes
Is a good listener
Use open questions to start a conversation
Have technical knowledge
Paraphrase to confirm custom
Take two parts training and three parts hard knocks. Shake them together and you get a lifetime of lessons learned on the front line in the tea business industry. 8 years of ups and downs have taught me a few simple steps that can save you hours of heartache if applied now.Here are the top 3 lessons that I learned in the tea business:Lesson #1 A Consistent Atmosphere Creates LoyaltyWhat does the public library and Starbucks have in common? I would venture to guess it is a consistent atmosphere. Before you enter the door you know what atmosphere to expect and are inwardly grateful.Expectations met in this era of constant change can be soothing. Be it the old fashion "silence" of the library or the waf
How do you get clients?
Potential clients are already walking into your door, but often they remain in customer mode, due to the indifference of team members.
This is more common than we would like to admit. A recent headline in the ‘Strait Times’ newspaper in Singapore was entitled “Rudeness - It’s all part of the service”. This is not unique to Asia. In the USA the ‘Orlando Sentinel’ newspaper had a headline “Lousy service, get used to it”. We all have a rat-bag member of staff, someone who thinks they are doing the right thing but aren’t – someone who causes the team to cringe with embarrassment when they are on the desk. Sadly, it is often these staff members that the whole team is measured against.
This, along with research. indicates customers believe they are receiving worse customer service these days. Another reason to eliminate customers and get clients into your business.
Work with your team to improve your business culture, not only your processes and your team will start building a client-base that will grow your business. Hold a team meeting and use these rarely asked questions.
Are we recruiting for attitude and behaviour – or only skills?
How do we handle poor performers?
What type of business would we like to work in?
What can we do to grow our business?
How can we change what we do to have more fun?
How can we share that fun with our clients?
What can you do
Training the team has to be an essential part of your strategy to compete with the box stores. Someone once said to us that they don’t train their staff in case they left to work somewhere else. What scared us was the staff staying with the business as an untrained team. Investing in your team is essential for the success of any business.
The rules of the game
Firstly as a manager, you have to recruit staff with personality, provide technical knowledge to ensure they have confidence and then empower them to make decisions. Assuming you have the right team member and the right culture, you then have to introduce a consistent skills level that can be measured. The team member has to be much more than a sales person – they have to be a host, consultant and seller, it’s very complex.
Winning host attributes
Company wardrobe
Name badges
Positive body language
Pleasant tone of voice
Verbal welcome and farewell where appropriate
Winning consultant attributes
Is a good listener
Use open questions to start a conversation
Have technical knowledge
Paraphrase to confirm custom
Recently I have attended several networking events where I was amazed to find out that there were several people from the same business attending the event too. What was amazing was that those people sat right next to each other at the same tables. What were they thinking?In the one instance those people were at the table where I chose to sit. I tried to strike up a conversation with the person to my right, and no matter what I asked I was met with conversation ending answers. It sure did make me hesitant about speaking to the two additional people representing the same company. The person who didn’t feel like conversing essentially acted as a barrier to the other two people sitting to her right. Now I guess I’m going to have to get mor
Work with your team to improve your business culture, not only your processes and your team will start building a client-base that will grow your business. Hold a team meeting and use these rarely asked questions.
Are we recruiting for attitude and behaviour – or only skills?
How do we handle poor performers?
What type of business would we like to work in?
What can we do to grow our business?
How can we change what we do to have more fun?
How can we share that fun with our clients?
What can you do
Training the team has to be an essential part of your strategy to compete with the box stores. Someone once said to us that they don’t train their staff in case they left to work somewhere else. What scared us was the staff staying with the business as an untrained team. Investing in your team is essential for the success of any business.
The rules of the game
Firstly as a manager, you have to recruit staff with personality, provide technical knowledge to ensure they have confidence and then empower them to make decisions. Assuming you have the right team member and the right culture, you then have to introduce a consistent skills level that can be measured. The team member has to be much more than a sales person – they have to be a host, consultant and seller, it’s very complex.
Winning host attributes
Company wardrobe
Name badges
Positive body language
Pleasant tone of voice
Verbal welcome and farewell where appropriate
Winning consultant attributes
Is a good listener
Use open questions to start a conversation
Have technical knowledge
Paraphrase to confirm custom
Today, I am going to share a fundamental formula for running a successful business – it works for just about ANY type of business. It works for IBM and Chevrolet, and it also works for the restaurant down the street. In fact, I use it with most yoga studios.Very simply, there are five steps to running a successful business: Decide who will you serve Find out what they want Get it Let them know you have it AND how it will help them Give it to them That's it. Class dismissed. Okay, so you want some explanation? Let's take it one step at a time. This will take a few minutes to go though, but I promise it's worth it. And, at the end, I'll give you a
The rules of the game
Firstly as a manager, you have to recruit staff with personality, provide technical knowledge to ensure they have confidence and then empower them to make decisions. Assuming you have the right team member and the right culture, you then have to introduce a consistent skills level that can be measured. The team member has to be much more than a sales person – they have to be a host, consultant and seller, it’s very complex.
Winning host attributes
Company wardrobe
Name badges
Positive body language
Pleasant tone of voice
Verbal welcome and farewell where appropriate
Winning consultant attributes
Is a good listener
Use open questions to start a conversation
Have technical knowledge
Paraphrase to confirm customer needs
Finalises transactions by asking customer if they require further information or help
Can communicate their knowledge
Think FOR the customer in anticipating their needs
Use the language of the consumer, not industry jargon
Can turn features into benefits
Winning seller attributes
Sells something then sells something ( offers more than the customer expects)
Promotes your brand
Top teams have relationships
The top sales teams form relationships; they don’t have customers, they have their own clients and those clients on-sell your business to potential new clients.
What secret do they hold? The general rule of the game is they ask three questions about you as a customer: your life, your hobbies or your plans, prior to moving into the consultant role. These team members instinctively know when it appropriate to do this, as some customers are purely ‘hunters’ and only want a simple transaction. These people are excellent at forming appropriate relationship with customers and their average performance is higher than anyone’s.
Remember the rules of the game: create an innovative business culture, recruit people with personality and then develop their skills. The key is really valuing your team and the role they have in your business, if you don’t, they could be costing you dearly.
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