Starbucks doesn’t discount a cup of coffee. Even in this economy. It’s their quality that sells.
They have loyal customers: People will leave their cars running in the parking lot, people will park three blocks away and walk to get their cup of coffee.
They offer convenience: They have drive-thru’s. They have debit cards.
How do you view yourself? Most salespeople would like to think of themselves as a rock star, but don’t display the talent to match their definition. Here’s the video I did on how to be a sales “rock star.”
If I’ve helped you in any way to become more of a rock star, I want to hear about it on my Facebook fan page today! Check out the contest and win.
When you get a call or an email from someone, what makes you read it? What makes you delete it? Well, whatever you do is probably what your customers are doing.
IN SHORT: They don’t need (and will delete) stuff about you. They want, and will read, stuff (and will keep) about them. And if they get that, they won’t mind some sort of offer from you.
Here’s a 3.5 step plan that will make everyone so friendly, you’ll feel like work is Disney World – OK, Wally World:
1. Create Friendly. Select and document every friendly way, manner and response – then benchmark it (write it down), then empower your people to say ONLY that.
2. Train Friendly. To some degree friendly can be taught. If you have grumpy people (or want to avoid attracting them) here’s a few methods and strategies to remedy the situation:
Train People in the fundamental skills that build themselves first, and your company second. Most employers train about their own stuff and their own policies and procedures, but neglect the person carrying out the tasks. Why try to teach algebra to someone who can’t add?3. Create a friendly atmosphere on the inside and outside. Live Friendly.
3.5. Measure your “friendly” factor. Survey your people, survey your customers, survey your vendors – get monthly (anonymous) feedback. Ask questions that get to the truth about happiness. Get the pulse from the heart.
JUST TRY THIS… Answer the phone like everyone on the other end is a friend you haven’t seen in years.
Looking for the real way to beat price? The answer is in the difference between price and value.
Most people reduce themselves to joke tellers, or should I say, “joke re-tellers,” or should I say, “bad joke re-tellers.” Joke telling is dangerous and usually not very funny for three reasons.
First, most jokes are demeaning to one person or another. Second, jokes sound contrived, almost like you’re trying too hard. And third (worst), if the audience has heard the joke before, it makes you look like a complete idiot, especially after the joke when you’re the only one laughing.
Stories on the other hand, are genuine. They tell about experience, they can use self-effecing humor, and they’re engaging. When you tell a great story, it makes the listener think of a story to engage you with. (In storytelling, that’s called a “topper.”) If you can make each person in the audience think of their own story as a result of listening to yours, that’s a rapport builder.
To add to my last post, here’s a short video I’d like to share in case the picture didn’t make the point.
• Turn the news upside down – If the news guy says, “The housing market is off 33%” – look at the positive side if the SAME STATEMENT – 5,000,000 homes will be sold this year.
• Invest, don’t spend – time and money – you decide how you will react, respond, and recover. Invest in reading, not watching TV.
• Start early, end late, work your ass off in the middle, and get ready when you’re done – build your value package at night
• Don’t be “in” your market, DOMINATE it!
• Plant seeds, plant trees – make every action and every step you take a growth one – and don’t just water – fertilize.
• Create your attitude environment at work and at home.
• Get in the car and listen to learn. Get home and read to succeed.
• Network for others and yourself – 5 hours a week, help others build their business so that you can grow yours.
• Buy flowers for your office. Smell the roses is not a phrase, it’s a state of mind.
• Quit your whining. No one wants to be around you, much less listen to you when you do.
“I think I can. I think I can.”- The Little Engine That Could, Author Watty Piper 1930
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