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What’s the Sincerity Level of Your Message?

April 3, 2013 by 1 Comment

When someone tells me to “Have a nice day,” I don’t think they mean it. I think they’re just saying it as a kind of mundane, almost impolite, form of politeness. Forced nicety. Said out of habit, not sincerity. To me, it’s not just thoughtless, it’s also meaningless. Heck, half the time people don’t even look at you when they say it.

Oh, they don’t mean it as an insult. People say, “Have a nice day,” because they don’t know what else to say. Or don’t care what they say. Or they are trained to say it.

But think about it. Do they only mean THAT day? Do they want me to have a crappy tomorrow? Or they will go so far as to say, “Have a good rest of the week.” What does that mean, I’m going to have a horrible weekend? Or month? Or year? Or life?

Boring and insincere typically has a way of permeating everything else in a company. The color of your logo.
The politically correctness of your slide show.
The stuffiness of your business card.
The boringness of your job title.

Who cares? ONLY YOU! (Your marketing people, your ad agency, yada, yada) Anyone preparing “boring” marketing tools in this day and age should be forced to take that crap out on a sales call and see how CUSTOMERS perceive it or care ten cents about it.

The key word is SINCERITY.
The secondary word is DIFFERENTIATION.

Here are some GOLDEN opportunities to be creatively sincere:
• At the fast food window
• When customers walk in your store
• When customers pay for something
• When customers board the plane
• When customers are about to order in a restaurant
• When customers are sent an invoice

These are all opportunities to prove differentiation, be sincere, and even WOW the customer!

What about you? How sincere are you?

Here are 4 things you can do tomorrow without anyone’s permission:
• Look me in the eye. Make sure there’s a locked-in moment
• Say something slightly different. “You’re all set.” vs. “Thanks for your business.”
• Shake my hand like you mean it. Firm, with eye contact.
• Smile. When you smile, it makes others smile.

IDEA: Make a goal to create 12 smiles a day through your words, actions or deeds. Creativity and sincerity will automatically materialize.

Have a nice day!

 

 

Filed Under: Attitude, Customer Loyalty, Sales Tagged With: , , , , , , , , ,

Selling at any level. The only difference is YOU!

March 4, 2013 by 1 Comment

Sales is sales. It’s not who you’re calling on, or what you’re selling. It’s how you present yourself. If you sell used cars, computers, perfume at a department store, or million dollar yachts — there’s very little difference in anything other than your earnings.

Whatever the level of your sale, it’s likely that you’re at your sales comfort level. Maybe slightly above, maybe slightly below. But not out of your comfort zone. Your comfort is a place where you believe you can make sales, and make a living.

Or maybe you’re content to make a little less money, because you love what you do. Maybe you sell tickets for a sports team because you love sports, or maybe you sell musical instruments because you’re a musician, or you work in a bookstore because you love to read.

Your ability to excel and be happy in any of these jobs — including your job right now — has very little to do with the economy, very little to do with your product, and even less to do with price.

The sale hinges on you and your communication ability.
The sale hinges on your belief in what you’re selling.
The sale hinges on your attitude about yourself.
The sale hinges on the way someone else perceives you.
The sale hinges on your believability.
The sale hinges on your friendliness.
The sale hinges on the customer’s perceived value.
And in rare cases, the sale also hinges on the price.

And all companies, sellers, and servers have one major objective in common: Ring their register.

All levels of selling have common requirements of salespeople:

They all have to make friends with their customer.
They all have to demonstrate value.
They all must be perceived as sincere.
They all have to engage in a friendly manner.
And in order to earn money, there has to be a willingness on the customer’s part to buy.

There’s one other common characteristic. Wherever you are on the sales food chain, you want to grow. You seek to get to what is euphemistically referred to as ‘the next level.’

However much you’re earning, you want to earn more. The person earning 40 wants to get to 50. The person earning 100 wants to get to 200. That’s not some sales law; it’s a law of human nature. The less you have, the more you want. The more you have, the more you want.

It’s not actually getting to THE next level. It’s getting to YOUR next level. That’s the real world AND your real world.

Many people don’t see the next level, because they’re focused on what they don’t have, rather than what they could have. And they’re focused on gaining materially, rather than improving personally. MAJOR CLUE: Achievement precedes acquiring.

Get better. Achieve more. Earn better. Have more things. That’s the pecking order.

Where are you now?
What do you believe you can become?
Do you believe you can get there?
Are you willing to do the work it takes to get there?

I can help you have a better vision, but in the end, you make your own reality.

cta-gitomer-1

Filed Under: Productivity, Sales, Success Tagged With: , , , , , , , ,

Hard is Easy, When You Discover Easy is Hard.

February 19, 2013 by 1 Comment

Make a sale – that’s the easy part.

Now comes the hard part: Doing everything else.

Making the sale is not just the money and the victory. It’s also the foundation for a relationship – as long as the rest of the process flows as you have sold it.

Here are the “beyond the sale” elements than make a relationship probable:

Deliver. After a sale there is an expectation for delivery. Salespeople tend to delegate this process as much as possible, because they want to make the next sale. Quickly.

Perform as expected. Both as a person and a product, the customer wants top quality, regardless of the price they paid. They also expect a quality person to be there to see things through.

Keep promises. Customers remember promises that salespeople make. Most times better than the salespeople who make them. If the promises are kept everyone wins. If the promises are not kept, the salesperson loses.

Provide value. This is a critical area as you seek to build a long-term relationship. Value is not what you add. Value is what you do to help customers understand how they use and produce, and how they profit from purchase. CAUTION: What you believe is “valuable” may be perceived by the customer as “part of the sale.”

Serve personally. Customers are counting on you to know your stuff as it relates to their purchase. They expect you to anticipate needs, coordinate details, and handle every aspect of the “after the sale” process.

Fix it yourself. When you get a call for service, DO NOT PASS IT ON. Handle it yourself. Customers don’t want or expect a runaround, they just want it handled, and expect it from you.

Communicate weekly from the time you complete the deal. I have stressed value messages since I began mine (Sales Caffeine is now at weekly issue 297). Until the initial process is delivered, and everyone has been trained or is comfortably using your products and services, communication should be frequent, and communication to customer requests, immediate. After that, you build value towards the NEXT sale by staying in touch with (in front of) every customer every week.

WOW! them. It may be something as simple as fast service or personal phone calls. But however your customer defines WOW!, you better be executing it.

If you do everything I have outlined, I can assure you two customer responses.

They will buy more, and they will buy again.

When this occurs, it’s not just a reason to celebrate, it’s a report card that you are doing what the customer expects you to do, not just what your company dictates as policy or procedure. And it creates the basis for relationship.

NOW, you can ask for a referral and get one. NOW, you can call them on the phone and they’ll return your call. NOW, you have earned the next order.

Making the sale is a gateway to a relationship. All you have to do is everything else. 

cta-gitomer-1

Filed Under: Customer Loyalty, Sales, Success Tagged With: , , , , , , , ,

Jeffrey Gitomer | Challenge for Today

February 13, 2013 by Leave a Comment

People judge you. By your words, your promises, and every action that you take.

Do you always do what you say you will do? Do people refer to you as first class?

cta-gitomer-1

Filed Under: Customer Loyalty, Leadership, Success Tagged With: , , , , , , , ,

Jeffrey Gitomer’s Thought on Risk Taking.

January 12, 2013 by 1 Comment

No Connection is made without some form of risk. Risk is an integral part of success. Have you ever taken a risk and succeeded? Didn’t it seem like less of a risk after the event was over than before you were willing to take it?

cta-gitomer-1

Filed Under: Business Social Media, Social Media, Success Tagged With: , , , ,

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