Help! I'm lost

I recently drove my car through an unfamiliar city and got lost.

It reminded me how customers might feel dealing with a company or trying to navigate a website.

I got lost when my intuition let me down and the signposts didn't help. I finally resorted to a map, but it wasn't detailed enough. So I jumped on my cellphone and got directions.

The experience made me reflect on what I can do to make it easier for clients, by being more intuitive and having better navigation tools. Apparently the name for this is usability - helping clients use things more easily.

Could your client embarrass you?

This week one of my colleagues was embarrassed when a client knew more about a new product development than he knew.

Clients expect us to be the expert in our field of expertise.

There are 3 important points to note:
1. Do you commit enough time to stay on top of the developments in your industry? If your client gets asked by a friend, would they feel comfortable referring their friend to you as the expert?

2. Are you focused enough? Sometimes if we try to be experts in too many things, we end up only being average in all. Remember the saying "Jack of all trades, master of none"?

3. Do you wait for your client to ask you about new products, or do you proactively tell your clients about the latest & greatest? If you don't, somebody else will!

It's a great time to reflect on what you do to become the expert, stay the expert and keep your clients up to date by sharing your expertise.

Who are YOU calling lazy?

I got an e-mail today accusing me of being lazy... the worst part was, he was right!

I bought Shameless Shamus' Persuasive Selling Skills programme and he sends me (along with his subscriber list) regular e-mails to help me in my role.

Today's e-mail suggested that calling clients to "Touch Base" or "Follow Up" was lazy & lame.

Ouch!

His assertion was that we should contact clients for a purpose.

I have been guilty of using these "excuses" at times and accept that it is lazy, lame and disrespectful. For this I apologise.

Being aware of shortcomings and areas to improve on is an important step on the growth path. Although I could have denied that it applied to me, I will grow and develop by taking feedback on board and using it to improve my skills and knowledge.

Next time you get feedback, think about it before dismissing it, it could be another step on your journey of learning!

A little motivation can go a long way

I didn't know if I was going to make it... the finish line looked like it was moving away from me and my shoes felt like they were made from lead ... UNTIL ... I saw my family cheering me on.

I was suddenly running faster, not even thinking about the 20.8 kms I had just run. I crossed the finish line for the half marathon at the fastest pace I had run over the entire race.

It's amazing what can be achieved with a little bit of motivation.

You can use this effective tool with staff, customers and friends, to help them get what they desire, or to encourage them to do more of what you want.

Look for the 'good stuff', acknowledge it and you'll be amazed at what can be achieved - just with a few encouraging words.

Removing the risk

Imagine all the things you would be able to do if there was no risk associated with doing it.

Think about all those things you would like to do, but the risk of doing it is too high.

Recently I sold a vehicle online. It didn’t sell for the first few weeks, then there was some interest, but the “tyre-kickers” didn’t want to commit to purchase.

Why was this?

For them the risk was too high. The risk of buying a lemon. The risk of the vehicle being misrepresented. The risk of not knowing this guy called Tony.

How could I reduce the risk?

I got a brand new warrant of fitness and I gave them a 24-hour money back guarantee. If they weren’t happy with the purchase, or felt I had misrepresented the vehicle they could return the vehicle in the same condition and I would happily give them their cash back. Suddenly I had buyers and the price went up, all because I had reduced the perceived risk.

What else could I have done?

Test drives, included a free vehicle check, petrol vouchers or service history records.

What can you do to reduce your client’s risk?

Imagine how much more business you could do if your clients felt there was no risk associated with their purchase of your recommendation or service.

You could:
1. Have a 14 day free look period.
2. Offer a refund of your fee if your promises weren’t delivered.
3. Offer a free 20 minute check.
4. Introduce a client loyalty programme.
5. Use testimonials of existing clients.
6. Use regular newsletters to reinforce your knowledge and expertise.

Doing business doesn’t have to be risky for your clients. Think of ways you can reduce your client’s level of risk so they are even more comfortable working with you.

Wishing you better business!

The magic of WHY

I have been phoned every week for the last month, asking for a voluntary blood donation. I don't mind giving blood, I just haven't given it a priority, until ...

The last time they rang I was told they needed the donation for a girl who was having an operation. Suddenly giving blood moved up my priority list because I felt that it was important, almost life and death important.

If you have customers who aren't buying, you probably aren't using the magic of WHY.

For example:

• Your tyres/ tires need replacing because the next time it rains you face the risk of crashing.


• This insurance will mean you don't have to wait for an operation if you get sick.


• Putting this savings plan in place means you can live your retirement dreams.


• This new pair of running shoes will save your knees from wearing out too soon.

Next time a customer says they'll think about it, or puts you off - back up & use the magic of WHY!