One Way to Deal with a Difficult Employee

One Way to Deal with a Difficult Employee

Are you frustrated by that “difficult” employee who never seems to do things quite right and takes up so much of your time and attention? It’s very easy to fall into the trap of condemning that person as a no-hoper or a problem child. But have you ever considered why they might be behaving badly? It could be that they have a massive need for acknowledgement.

Acknowledgement is about recognition or attention from another person. It can be physical such as - a pat on the back, a touch or a handshake. It can also be psychological such as – a word of praise, a compliment, even a “hello!” It can even just be time spent with the person.
Physical and psychological attentions are absolutely vital to human beings. We all need it and we need it every day. However, it must be said that every human being has a different level of need for acknowledgement. Some people need a lot, others less so.

The need for acknowledgement is something that’s programmed into us. Babies and children have a huge need for physical acknowledgement. You can see that demonstrated by the way they reach out for you, how they want to be held and cuddled. Research has shown that infants who are denied this physical acknowledgement can suffer both in their physical and emotional growth.

A human’s need for acknowledgement is so strong that they’ll sometimes behave badly to get that acknowledgement. I’m sure you’re aware of children who behave badly in school just to get attention - well, adults do it too.
That person in your team, who gives you all sorts of problems which are often difficult to understand, may just be seeking acknowledgement.

Here’s one way to deal with a “difficult” employee. Try concentrating on what they do well and tell them about it. Spend less time with and even ignore them when they behave badly. It’s not uncommon for managers to invest 90 per cent of their energy responding to negative performance and only 10 per cent strengthening positive performance. If you “reward” good behaviour - you’ll get more of it. If you “reward” bad behaviour – you’ll get more of it.
Believe me; once you start to apply this, you’ll make your life much easier, have less stress and more productive employees.

Managing People - No more Mr Tough Guy

Managing People – No more Mr Tough Guy

You might disagree but hear me out on this – I believe the media and our culture sends the wrong messages about how to manage people and this makes it difficult for Business Owners, Managers and Team Leaders.

The UK edition of the television show, The Apprentice, has just started a new series on BBC Two. The US edition is about to start its fifth season on NBC.
In case you haven’t seen it – it’s the show that pits the hungriest business brains against each other to see which one is worthy of a six figure salary and the chance to become Sir Alan Sugar’s “apprentice.” In the US, Donald Trump is the man the contestants have to impress.
Both of these high flying self-made billionaires are portrayed as tough no nonsense individuals. Their catch phrase is – “Your Fired!”

We’ve all heard the old cliché “nice guys don’t finish first” and that has a huge impact on how managers deal with their people. We’re led to believe that successful managers are tough, courageous “no nonsense” type of people. And if you’re weak or soft with your people, then you’ll get walked on and taken advantage of.

A manager will often look at “successful” managers in business or sport to try and understand what makes them successful. The media often portrays these people as tough guys who drive their people by the force of their personality, shouts and threats - no wimps allowed.

Jack Welch the ex CEO of General Electric writes in his book “jack” –
“Strong managers who make tough decisions to cut jobs provide the only true job security in today’s world. Weak managers are the problem. Weak managers destroy jobs”.

Now that statement may be true however it leads managers to believe that they most certainly have to be strong. There’s no way that a manager wants to be perceived as weak.  However, it’s how you define tough and strong that decides how successful a manager you’ll be.

We’re all aware of the big tough sports coaches who run successful teams. In the United States the legendary Red Wings coach Scotty Bowman, often billed as the greatest coach in hockey, was well known as a relentless, heartless and humourless task master.
Another legend, football coach, Vince Lombardi, was known to work his teams hard. He pushed his players and made them repeat plays over and over till they got it right. He yelled at his teams for any mistakes, even after games they had won. One of his famous lines is - “Winning isn’t everything. It’s the only thing.”
He had rigid rules, imposed discipline and had no tolerance for mistakes.

Sir Alex Ferguson, Europe’s most successful soccer coach was once in the news due to a dressing room incident at Manchester United. The team had just lost a game that he felt they shouldn’t have lost and he was letting the players know how he felt about that. Apparently, in his temper, he kicked a football boot across the dressing room and hit one of his star players, David Beckham, just above the eye.

Unfortunately the media presents these situations and character traits as what makes a successful manager. Managers and particularly those new to a leadership role, try to model themselves on those that they read about and see on TV.
In a recent seminar I asked a young manager why she thought Roy Keane played so well under Sir Alex Ferguson at Manchester United - “It’s because Alex regularly kicks his ass” was her reply. Now Roy Keane is a real tough guy player known for his hard and uncompromising style on the soccer field. I asked this young manager how she thought Roy would respond to having his ass kicked regularly. She didn’t seem to have an answer to that.
Here are some other comments I’ve read about successful sports coaches and managers -
John Wooden -
“One of the true gentlemen in sports or any other walk of life”
“He taught them to be good people, good sports and still be competitive”

Scotty Bowman -
“A great sense of humour that people never see”
“Deep down, a caring man”

Mike Krzyzewski -
“You cannot mistake the fact that he loves his players. He cares about their schooling and them being model citizens”
“Coach K still puts up the wins proving once and for all nice guys can finish first”

Wayne Graham, baseball coach, Rice University:
“A demanding coach is redundant. If they are going to be happy with you and produce, they have to know you care”

Managers are misreading the signs sent by the media and our culture and it’s creating difficulty for them. Some managers can adopt the tough guy approach very easily but most feel uneasy with it. The ones, who’re uneasy, in an attempt not to be seen as weak, then manage their people in a way that makes them as a manager feel uncomfortable. This ultimately causes problems with their teams. I think we should look at what really makes a successful manager and it certainly isn’t just about being a “tough guy.”

3 Simple Steps to Handling Sales Resistance

3 Simple Steps to Handling Sales Resistance

Let’s face it; handling sales resistance or objections, as some people like to call it, is the hardest part of the sales process. Here are 3 simple steps to deal with resistance; or to put it another way - indifference.
Customers rarely object to your sales proposal they are often only indifferent to it.
You usually encounter indifference because potential customers:
 
a. are using a competitors product or serviceb. they don't realise that it's possible to improve their current circumstancesc. they don't see the importance of improving their current circumstances
 
1. Acknowledge the customers point of view. - Say something like - "I appreciate that you're happy with your current supplier," or "I understand that you're not experiencing any problems at present."
 
2. Request permission to ask a few questions. - Say - "I wonder if I might ask you a few brief questions about how you currently organise your supplies. We've worked with businesses similar to your own and there may be things we’ve learned that would be of value to you. Would that be OK?"
 
3. Ask questions. - Once you've received permission to ask questions you want to explore the customers’ circumstances for opportunities and hopefully, establish a need. It's important to ask questions that relate to the benefits of your product or service, however, don't make it too obvious.
It's important that the customer believes that you have a genuine interest in his or her business. To give you some examples - If I was selling a sales or customer service course to an indifferent customer I might ask questions such as:  
   "How do you currently find new customers?"   "How many customers do you lose per month?"   "How much does it cost you to find a new customer?"   When you start to receive some answers from the customer you then want to establish what effect it has on the business or on the customer personally. You would ask questions such as:   
   "How do you feel about that situation?"   "How does that affect your productivity?"   "What impact does that have on your business?"
 
What you're attempting to do his plant some thoughts in the customers mind and hopefully establish a need. To establish if a need exists, ask questions such as:   
   "Would it be important to do something about that?"   "Is that a problem you'd be interested in solving?"   "Would you like to find a solution to that?"
 
If the customer says yes then you can follow up with a benefit statement about your product or service. If they say no, then at least you've created an awareness of condition that might be important one day - and one that you can deal with.
As I've said before, handling resistance is the hardest part of the sales process however that's why sales people have jobs. If every potential customer beat a path to your door than there wouldn't be a need for sales people. As long as we realise that we can deal with resistance in a professional manner and although we won't win every time, we will have more successes.
So, go ahead, give these three point a try and I wish you every success. "You can tell whether a man is clever by his answers. You can tell whether a man is wise by his questions." - Naguib Mahfouz - Nobel Prize Winner

7 Simple Steps to Get More Out of Your Day

7 Simple Steps to Get More Out of Your Day

Let’s face it – time is probably our greatest resource. We never seem to have enough of it and it seems to pass so quickly. Well we won’t get any more of it and we can’t slow it down.
What we can do is make the most of the time we have. Here are some simple steps you can take to get the most out of your day.

1. Plan your day the night before – At the end of each day write out all the things you need to do the following day to achieve your goals. Pull together all the information you’ll need, phone numbers and relevant paperwork.


2. Prioritise the list – Number each item and do the nasty jobs first. There’s always the temptation to do the easy jobs first. However, think how the thought of doing the nasty jobs hangs over you as you do the easy stuff. Think how good you’ll feel when the nasties are out of the way and how motivated you’ll feel.


3. Stick to your list – Tick off each item as you go and don’t let yourself be distracted. The temptation is to handle the telephone and e-mails as they come in. The phone is hard to ignore but you could always pull out the plug and let it go to voice mail and switch off the email program. Make an agreement with yourself to check for messages every two hours or so.


4. Remember the Three “D’s” – Do it, Delegate it or Dump it. Handle each piece of paper only once. Either do something about it now, delegate it to someone else or chuck it in the trash. And remember – “Only do it if only you can do it.”


5. Don’t procrastinate – Procrastination really is the “Thief of Time” It’s so easy to put things off till another time or till “I’ve had time to think about it.” DO IT NOW!


6. Plan your leisure time – Take up activities that need you to be at a certain place at a certain time. Instead of just “going to the gym,” book a fitness class or an appointment with a personal trainer.


7. Be honest with yourself – Keep asking – “Is what I’m doing now getting me to where I want to get to?” if the answer is “no,” change what you’re doing.

This is the easiest way to more out of your day and more out of your life.

Motivate Yourself with Positive Self-Talk

Motivate Yourself with Positive Self-Talk

Let me tell you a quick story. When I was working in the Beer industry I was intrigued by our top ten successful Bar and Hotel owning customers. The majority of them, to put it tactfully, didn’t seem to be particularly sophisticated business people. In other words, they didn’t seem to have had any kind of business training or acquired any qualifications.

I was discussing with my boss one day how these people had become so successful and he said – “They don’t know they can’t do it. You and I Alan see the pitfalls, we know about business and we see all the ways we could fail. These people only see how they’ll succeed.

As you’ll gather, this was a pretty powerful message for me – these successful business owners were talking to themselves in a much more positive way than less successful people.

Your level of success in terms of your happiness, emotional wellbeing and anything else you desire is a direct result of how you talk to yourself. The most important relationship you’ll ever have is the one you have with yourself.

Listen to the self-talk that goes on in your head and ask yourself – “Is what I’m saying allowing me to be confident, on top and going for it?” If so – great!
“Or is it holding me back and stopping me achieve my goals?” If this is the case – STOP IT, change the program!

By talking to yourself in a positive manner, you’ll start to feel physically better. Words have an enormous power to create change in the chemistry of your body.
Your heart rate, blood pressure, muscles, nerves and breathing will all react to the words you say to yourself.

Take a moment to say some words to yourself such as - “Holidays, warm sunshine, sandy beaches, swimming, chilled beer, delicious food. Are you starting to get good feelings? I hope you are. Maybe words like home, family, children or Christmas give you some good feelings. Or how about the word “sex?” I bet that could change the chemistry of your body.

So think about the things you say to yourself and make every statement in the present tense.
Don’t say, for example – “I’m going to make a success of this business” or “I’m going to get organised,” or “I’m going to be much more confident.”
Say – “I am totally in control of my life. I am totally confident and positive. I’m achieving my goals. I have determination and drive.”
What you’re actually doing here is re-programming your subconscious. If you talk to yourself in a positive way, that’s what your subconscious will focus on.

Top sports people know all this stuff; they know that they need to talk to themselves in a positive way to be successful. Research has proved that the success of the world’s top golfers is determined by 20 per cent physical ability and 80 per cent mental ability.
In the day-to-day tasks that we face in our life, we should be no different from sports people.

If you talk to yourself in a negative way - that’s what your subconscious will focus on. If you think illness, you’ll become ill. If you think doom and gloom – that’s what you’ll get. But if you think – health happiness and success – you’re already there.

Let me finish on another short story. In the city where I live, parking a car can be difficult. Say for example I need to visit a bookstore and I decide to take my car. I say to myself – “I’m going to park my car outside the bookstore.”
If I have someone with me they’ll inevitably say – “You’re nuts Alan, you’ll never get parked there, far better to park several blocks away in a quieter area.” And guess what – most of the time I park outside the bookstore. It doesn’t happen all the time but talking to yourself in a positive way is much more likely to get you the results you want.

Put this to the test right away; for the next 7 days listen to what you say to yourself and if it’s negative, change it to something more positive and you’ll start to feel better, look better and have much more success.

Are You at Risk of Missing a Networking Opportunity

Are You at Risk of Missing a Networking Opportunity?


I have a confession to make. The other day I was stocking up on necessities at my local supermarket when I came face to face with Duggie, who I haven’t seen for years. We went through all the – “How are you, what have you been up to, what’re you doing now” kind of stuff.
Duggie then says – “Alan, can I have one or two of your business cards in case I need to get in touch and to pass to other people.”
Now, I’m always nagging other people about never leaving home without business cards. Don’t even take out the garbage without a business card in your pocket. And guess what – I had no business cards to give to Duggie.

He then tells me that he was at a Dinner the previous evening and he met several new contacts – however, he’d also forgotten his business cards. Duggie has his own business and he’s always looking for new clients.

So let me say it again (and I’m also talking to myself) – never, never, never leave home without business cards. Don’t even dig the garden, wash the car or visit the supermarket without business cards. There’s always a chance that you’ll meet someone who says – “And what do you do?” or “It’s ages since I’ve seen you, what sort of business are you in now?”
Be aware – new customers and clients are the lifeblood of any business so make sure you never miss an opportunity to make a new contact.

9 Tips for Handling Public Speaking Questions

9 Tips for Handling Public Speaking Questions


How you handle questions from an audience can often be the deciding factor as to how your presentation is received. If you’re pitching for business, then it's absolutely vital to handle questions well.

1. Be prepared for questions - When you write your presentation, think about what you're likely to be asked and what your answer is going to be. Maybe you won’t want to answer a particular question there and then, so think about what you'll say to satisfy the questioner.

2. Make it clear at the start - You may decide to take questions as you go or at the end of your presentation.
Whatever you decide, make it clear at the start and don't change your mind. I would suggest questions at the end in a short presentation; if you take questions as you go, then your timing will get knocked out.
And always remember, an audience won't forgive you for taking half an hour when you were only scheduled to speak  for fifteen minutes.

3. Never finish with questions - Far better to ask for questions five or ten minutes before the end, deal with the questions and then summarise for a strong finish. Too many presentations finish on questions and the whole thing goes a bit flat - particularly if you don't get any.

4. Listen - When asked a question, listen and look like your listening. It may be something you've heard a million times before. Treat the questioner with respect and don't trivialise their point.

5. Thank the questioner - It's only polite, it shows respect and it gives you a bit more time to consider your answer.

6. Repeat the essence of the question - Some people may not have heard the question so your answer may not make any sense to them. It can also be irritating for them not to hear the question. Again, it gives you more time to think of the answer and it makes you look so clever and in control.

7. Answer to everyone - Don't fall into the trap of only answering the questioner. If they happen to be near the front then you could end up having a conversation with them and exclude everyone else.

8. Keep it simple - Many speakers, when it comes to questions, have become more relaxed and the fact that someone is interested enough to ask them a question, leads them to go on too long with the answer - DON'T.

9. Don’t bluff or bluster - If you don't know the answer to a question, say so and find out. Suggest to the questioner that you'll 'phone them or come and see them with the answer. It can even be a good way to make further contact after the presentation.

As we all know, it's possible that you may not be asked any questions and you then have that awkward silence.
People may be thinking about what you've just said and may need more time to ask. They may also be a bit shy and may take a few minutes to speak out. Why not have a question of your own prepared and say something like. "You may be asking yourself.........?"
If you still fail to get any questions then go straight into your summary and closing statement.

Handling a question and answer session well, demonstrates your professionalism and reflects on your message.

5 Action Ideas to Deal with Difficult People

5 Action Ideas to Deal with Difficult People

When was the last time you had to deal with a difficult customer? It was probably and external customer but perhaps it was an internal customer, such as a member of your team, a colleague or even – your boss!

I’m sure that you always want to provide exceptional service to both your internal and external customers. However, in the real world, things go wrong and mistakes are made.
These “customers” will often judge your level of service based on how you respond to a mistake. Do it well and they'll probably forgive you and possibly even say positive things about your business or your abilities to other people.

The important thing to realise when dealing with an upset customer, be they internal or external, is that you must - deal with their feelings, then deal with their problem.
Upset customers are liable to have strong feelings when you, your product or service lets them down and they'll probably want to "dump" these feeling on you.

You don't deal with their feelings by concentrating on solving the problem, it takes more.
Here are 5 action ideas that deal with the customers’ human needs:

1 - Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don't rise to the bait.

2 - Listen - listen – listen - Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.

3 - Stop saying sorry - Sorry is an overused word, everyone says it when something goes wrong and it’s lost its value.
How often have you heard - "Sorry 'bout that, give me the details and I'll sort this out for you". Far better to say "I apologise for ......" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practise to use the customers name in a difficult situation).

4 - Empathise - Using empathy is an effective way to deal with the customers feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel".
Obviously this has to be a genuine response, the customer will realise if you're insincere and they'll feel patronised.
Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean".
Again, these responses need to be genuine.

5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport.
Some customer service people get concerned with this response as they believe it'll lead to - "Why don't you do something about it then". The majority of people won’t respond this way if they realise that you’re a reasonable and caring person.
If they do, then continue empathising and tell the customer what you'll do about the situation. "I'll report this to my manager” or "I'll do my best to ensure it doesn't happen in the future".

Make no mistake about it; customers, be they internal or external, are primarily driven by their emotions. It's therefore important to use human responses in any interaction particularly when a customer is upset or angry.
If customers like you and feel that you care, then they’re more likely to accept what you say and forgive your mistakes.

Sell Feelings Not Facts

Sell Feelings Not Facts

I've been hearing for years that a successful business needs to have a USP (unique sales point). The problem is that most businesses find difficulty in identifying what their USP is. And even if they have a USP, eventually they find their competitors doing the same thing.

So instead of losing sleep wondering what your USP could be, far better to think about what your ESP (emotional sales point), could be.

Your ESP is about how your customers feel when they deal with you. How they feel when they use your product or service.

A USP could be - "We have a 24 hour delivery service"
The ESP would be - "You'll be enjoying our product the day after ordering it"
A USP - "Our prices are very competitive"
The ESP - "You'll feel you've received value for money if you buy this"

As all good sales people know, we don't sell a feature (USP) we sell a benefit (ESP).
Customers don't buy Nike clothing because there made from quality materials, they buy Nike because they want to feel like Tiger Woods on the Golf course or Andre Aggasi on the tennis court.
They don't buy Microsoft products because of all the research they've done, they buy them because they feel good about them.

Start to think what your ESP is. What does your product or service do that makes your customers feel secure, comfortable, acceptable to others, admired, stylish, wealthy, important, happy, relaxed or sexy.

For those of you selling engineering or technical products and think this isn't for you - think again.
Some years ago I worked as a Sales Engineer for Loctite industrial adhesives. On several occasions I proved to engineers through numerous tests, how my product could save time and money over the assembly methods they were using. Many engineers agreed with all the test results however they often rejected the product on the basis that it didn't FEEL right for them.
I realised then that I needed an ESP to overcome this resistance.

Note that the tea product in the picture isn’t selling Camomile, Nettle, Peppermint or Green tea. It’s selling – Happiness, Inspiration, Friendship and Sleepy tea.  

So there you have it - always remember that a customer will make an emotional decision before a logical one, whatever they're buying - so what's your ESP?

Generate Word of Mouth in Six Steps

Generate Word of Mouth in Six Steps


Let me ask you a simple question – do you want your customers to say positive things about your business to other people. I bet you do, because as we all know “word of mouth” is one of the most effective and low cost ways to find new customers. And the most effective way to generate “word of mouth” is to provide extraordinary customer service. Remember - the difference between ordinary and extraordinary is just that little bit “extra.” So what is that little bit extra?

I recently decided that I needed a new pair of training shoes. I was suffering from sore calves after exercising and put it down to the state of my shoes. (And before you say anything, there’s no way I’m putting it down to old age).
A visit to a local sports shoe store resulted in me walking up and down the length of the store in my bare feet with my suit trousers rolled up to the knee. Two sales assistants were sitting on the floor watching my progress. After much discussion between us they recommended two pairs of shoes that I should try. New shoes were purchased; no more sore calves and I told you it wasn’t old age.

These sales assistants provided that little bit “extra.” They made me feel important, they were warm and friendly, they responded to what I had to say and they listened to my complaints about my aching muscles. I’ve now recommended that sports shoe shop to several people.

Research tells us that customers want two basic things from a supplier:

Firstly, they want quality core service. - In other words, they expect your product or service to work, to do what you say it'll do. (However, do this alone and you’ll only provide “ordinary” service).

Secondly, they want friendly caring service. - They want to be acknowledged, to feel that someone is interested in them as an individual and that they’re cared about. (This is what provides that little bit “extra”).

Here are Six Steps to add that little bit extra and generate word of mouth:

1. First impressions are vital - It therefore makes good sense to consider what you look like and sound like. In a face to face situation it's important to make eye contact and smile. On the telephone, it's not what you say as an initial greeting that matters, but more important how you say it.

2. Warm and friendly - This is what most people want and it makes your life easier too. (Some of the check-out people in my local supermarket don't believe this stuff).

3. Use names appropriately - A person name is one of the warmest sounds they hear. It says that you have recognised them as an individual.

4. Respond - If a customer says something, the intention was for you to hear it. And if you hear it, it's a good idea to acknowledge it.

5. Actively listen - When you think about it, most people aren't very good listeners. We'd all rather be talking. You have to work hard at listening particularly if you want to let the other person know that you care. Many people listen but don't show that they're listening. You've got to do all the nodding head stuff and look like you’re interested. And remember over the phone; occasionally make some indication that you're still there.

6. Close positively - At the end of an interaction it's a good idea to make a positive statement on a business level and a personal level. Say something like - "If you have any further problems then please phone me on this number and I'm sure you'll enjoy your holiday next week".

Make no mistake about it, providing friendly caring service creates that little bit extra and generates word of mouth for your business

More Tips to Ensure People Listen to Your Public Speaking

Here's a silly question - When you have to do any public speaking or make a business presentation do you want people to listen and take in what you say?

Of course you do, otherwise you wouldn't have taken the time preparing what to say and lose sleep worrying about it.

However, have you ever considered that people may not be listening to you when you’re Public Speaking?
If you bear in mind, that you could be making a business presentation that leads to a big sale or a contract, then non listeners could be a bit of a problem.

So let's consider some of the reasons people stop listening or don't even start in the first place:

* They could be nervous or tense* They can't hear you* They can't see you* They can't understand or they're confused* They don't understand the jargon or the technical words* They don't like the look of you* They're physically uncomfortable - too hot, too cold or too stiff* They know what's being said* They're bored or tired* They're distracted by the visual aids* They've just remembered they've left a tap running* They've fallen in love with the person in the next row* They're thinking about what you said two minutes ago

These are only some of the reasons people don't listen and you might think I'm exaggerating the problem.

However, if you're giving an important business presentation then you'd better be sure you have the audience's full attention.
The average adult has an attention span of about five to seven minutes, so it's really easy to lose them.

A boring start to a presentation, looking unsure or nervous and hiding behind a lectern will cause your audience to drift off in their mind.
So it's important to start any presentation with a bang and keep moving.

Remember to tell'em what you're going to tell'em, then tell'em, then tell'em what you've told'em

It makes sense to ensure people can hear so make sure your voice is loud and clear.

It's also important not to use jargon, buzz words or technicalities.

Also make sure you can be seen by everyone in the room so stand up, don't sit, don't slouch and don't hide behind the lectern.

Look at the audience individually when you speak, not the screen, the walls, the ceiling or out the window.

Make sure you look the part by your dress and posture?

And don’t forget to look friendly and worth listening to.

Your visual aids need to enhance what you say and not distract your audience.
Don't be afraid of repeating yourself; just empathise the main facts of your presentation in a different way.
The one thing that'll stop an audience in its tracks is passion. This is what makes them want to employ you, to accept what you're proposing and make them want you to marry their son or daughter. Couple this with some energy and enthusiasm and you have the makings of a great public speaker.

After all, you do want them to listen to you, don’t you?

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Are You at Risk of Being Misunderstood

I was talking with my friend Susan recently about another friend, Carole, who has just started her own business. “I’ve asked Carole twice about her business and I’m still not sure what she does” said Susan.

We both agreed that it was something to do with event organisation but we weren’t really clear.

This is a real pity because Susan, as the General Manager of a local business could use the services that Carole offers. However she’s unlikely to do so when she doesn’t know what it’s about.

When people ask you what you do or what your business is about, make sure you say something that grabs their attention and makes them want to hear more.

What you say needs to be:

• A brief description that says exactly what you do and who you do it for


• A benefit statement that offers value to your customer or client


• Short and punchy – 10 to 20 seconds maximum


• Not glib or sickly


• Variable – you should have different statements depending on who you’re speaking to


• Delivered with enthusiasm and energy


• Associated with good feelings – appeal to the emotions


• Something you can use on various occasions – over the phone – on your business cards – brochures – website – email signature - letterheads


• Something that grabs attention and makes the other person want to learn more

Here are some examples of benefit statements from people in –

A computer or software business – “I show small business people how to get more out of their computer systems so that they can improve their customer service and get more sales.”

A marketing business – “We improve a company’s image so that they can get more profit from their business.”

A financial business – “I show people how to save money so that they can have an enjoyable retirement.”

So put this to the test - write out your benefit statement and practise it until you’re comfortable with it and it becomes part of you.
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5 Action Ideas to Build Your Business

1 - Make it easier for customers to say – “Yes”

I was trying on a pair of shoes in a Departments Store recently. I really liked them however I told the lady sales assistant that I'd come back and try them again when I had on more suitable clothes.

She immediately suggested that I buy the shoes, try them on at home and if I didn't like them to bring them back within thirty days for a full refund.
Needless to say I bought the shoes and didn't take them back. Well done to this sales assistant, another sale to a satisfied customer. She made it easy for me to say “Yes”

So think of things you can do or say that’ll make easier for your customers.

2 - Make sure that everyone in the organisation is selling the business.
Service engineers, finance people, delivery drivers, administration, sales and customer service people all communicate with your customers in both their business and personal life. They all need to be “talking up” the organisation they work for. The only way they’ll do this is, if they are motivated to do so.

You need to spend less time managing people and more time motivating them.

3 - Use your free Sales Force.

Many people tell me that a lot of their business comes by word of mouth. I can only assume that they have existing customers “selling” on their behalf at no cost to them.
Word of mouth is an excellent way to obtain new business however don't just wait for it to happen, do something to encourage it and motivate new customers to come to you.

Firstly, make sure that you give existing customers fantastic service.

Secondly, ask them to refer you to someone else.

And thirdly, offer them an incentive to do it.

Offer a prize or extra discount or free product for the names of some potential customers.

4 – Sort complaints quickly.

You need to do all you can to minimise mistakes in your business however it's inevitable that from time to time you'll slip up and disappoint a customer.

This doesn't necessarily mean the end of the world as it can be an opportunity to demonstrate exceptional customer service.

If you recover well then it's highly possible that a customer will forgive you and be really impressed by your service.

5 – Network more effectively.

Networking is an excellent and low cost way to find new customers.
Try to attend at least one networking event every week especially in the early evening.

There are networking clubs, Chambers of Commerce meetings, trade events, exhibitions etc.

Also remember to let people you meet in your social life know what you do. No need to bore the pants off them, just subtlety let them know how your business benefits its customers.

So there you have it – 5 simple steps to help you motivate customers and build your business.

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Energy - How to have more of it

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How do you feel about Sales

Every time I run a Sales Seminar for business people I ask the group you they feel about Sales and Selling. They come back with comments such as:

• "It's something you've got to do"
• "I hate making cold calls"
• "I hate receiving cold calls"
• "Sales people can be really annoying"
• "You've got to be a really good talker"
• "You need to manipulate people"
• "If you don't put on the pressure then you wont get the sale"
• "I'm not really a salesperson"

There are many more comments like this - many people are a bit negative about selling and salespeople. However, if you're in business then you need to find new customers and get existing ones to buy more. If you don't like selling then you need to create a situation where - "customers will come to you."

It can be done

Talk to you soon

Alan Fairweather

www.howtogetmoresales.com