The Blatant Truth Weblog

This is the perfect visual for my day today.  Do you like it?  (Ray Becoskie; www.becoskie.com)

And if you think it’s cool, check out his site and see the rest. 

And tell him that I sent you

Training nightmare. You deliver a totally kick-a** program. Everyone is pumped. The training evaluations are through the roof and adrenaline is high.

Training ends. You’re assured that there will be “ongoing” management and reinforcement of the newly trained skills. You’re relieved because you know what happens when there is no skills refreshers and reinforcement….skills soon become stale and old patterned behaviors return…and with them, reduced sales success. But no, this isn’t going to happen because they have assured you that sales management is in place and they have all of the tools to do the job (and you even provide some additional reporting templates “just in case”).

You follow-up. Seems that things aren’t going so well. Sales have stayed flat. Prospects aren’t converting. Revenue boost is not being realized. You go back in to see what is happening.  And what do you find:

–There is no supervision, management, monitoring.

–Skills refreshers have not taken place.

–Sales reps are discouraged.

–Simple techniques that were initially embraced are not being followed.

And who’s to blame:  THE TRAINER!!  Not.

Training is a two-way effort. Trainers provide the skills and knowledge; on-site and in-house sales management supervise, reinforce and make certain that newly trained tips, tricks and techniques are used and become patterned behavior.

If you want ROI from your training programs, make certain that the follow-up is in place.  

The trainer can’t be held responsible if it isn’t!

In this less than ideal economic climate, many salespeople are having a tough time earning business. You can be extremely diligent and think that you’re doing everything correctly and still be finding it difficult to make a sale.  No doubt, it’s frustrating!

The unfortunate reality is that the power to say yes or no completely rests in the hands of your prospects. Your job is simply to present value and benefits, overcome hesitancies, and guide them to want your solution to improve their situation. So, what if you’re doing all of these important things, and your prospects are still not budging?

Before you simply blame your bad luck on the economy, you need to ask yourself the following:

Are you 100 percent certain that you have addressed all of your prospect’s hesitancies and concerns?

You won’t be able to overcome a hesitancy that is unspoken or hidden. Take the time to probe thoroughly for what’s on their mind and help them reveal the true situation.

Have you made certain that the competition hasn’t wormed into the deal and caused your prospect to have second thoughts?

In many industries, competition is fiercer than ever before. It’s very likely that prospects are also talking to your competition. Be prepared for this, and take the necessary steps to shine above others trying to hone in on your prospects.

Are you 100 percent certain that you presented to the correct person who has buying and influencing authority?

You can make the most compelling sales presentation known to mankind, but if you’re pitching to the wrong person, you’re not making the sale. Qualifying your prospects is essential!

Are you aware of any “big” change that might be happening in your prospect’s company such as mergers, acquisitions, or changes in management?

These transitions can significantly delay decisions or require you to modify your sales approach. Don’t forget to ask prospects about any current or upcoming changes that could potentially impact a sale.

Are you confident about your touch point management program so that you can stay on the grid throughout an elongated sales process?

Evaluate how you go about staying with prospects through extended periods of time. If you don’t have a good system to keep in touch, you could be losing out on valuable sales.

Finally, if you’ve answered yes to all of these questions, don’t be afraid to ask, “What’s going on?” Sometimes asking a question as simply and directly as this can give you all the information you need to make the sale or cut your losses and move on.

Have you ever considered the fitness level of your customer service department? No, I’m not talking about an employee exercise program. Rather, I’m asking if your team that provides service to your clients is functioning at peak performance.

If you haven’t given this much thought, you might not be seeing the big picture issues that could be hurting your business. Just like with personal fitness, there are many components to managing the well-being of a customer service department. It’s not about excelling in one particular skill. It’s about defining all of the components necessary for providing quality customer service and establishing the strategies to achieve specific results.

In order to reach an optimal level of customer service fitness, there are certain questions that you need to ask. The answers will give you a clear cut overview of where you are succeeding and where improvements need to be made. Here’s what you should be asking:

How Do They Sound?

This is actually far more important than what you may think. The voices of your customer service representatives are often the first impression that a customer receives from your company. Are they positive, professional, and upbeat, or do they sound bored and disinterested? Make some calls and find out for yourself. If you’re hearing less than ideal voices on the line, guess what? Your customers are, too!

What Do They Say?

Does your team have the necessary training, keywords, or call guide so that they’re prepared and know what to say? If not, you’re making it more difficult for your CSRs and creating an environment where miscommunication is likely to occur. Take the time to provide them with the words to guide them through their phone calls. No, they don’t need to recite a script, but an outline or suggestions of what to say will go a long way to making your customer service consistent and clear.

What is Their Attitude?

Be honest here. Do the CSRs feel appreciated and recognized by the company? Are you providing incentives for good work? If the answers are no, you might want to make some changes quickly. Employee dissatisfaction can dramatically affect a company’s customer service and ultimately its bottom line. If they’re feeling negative and underappreciated, you can rest assured that they will either directly or indirectly communicate this to your customers.

Is Their Workspace Pleasant?

Ask yourself this - Do the CSRs have a pleasant work environment, or is the service department relegated to some dark inside room in the company?

It’s always amazing when companies choose the worst place in the office for the customer service team. These are the individuals who are on the front-line and have the ability to make or break sales. It’s crucial to make them happy! If your CSRs are in bleak cubicles without windows, you might want to rethink their location and configuration before they leave for another company that offers a better place to work.

Are You Hiring the Right People for the Job?

Who you hire can make all of the difference. Consider what skills and experience your CSRs will need to succeed. Beyond that, ask yourself what personal traits you are specifically looking for that will mesh well with the company’s image and philosophy. All of these particulars should be taken into account when interviewing and selecting your team. 

Are You Keeping Them Fresh and Updated?

Yes, you need to start CSRs off on a good foot by providing them with comprehensive initial training. But, it shouldn’t end there. Training and skills enhancements should be ongoing processes to ensure that your team is knowledgeable and up-to-date on everything that they need to know to succeed.

Are They Cross-Selling and Up-Selling?

Have you explored ALL of the possible ROI opportunities in the customer service department? If not, you’re missing out on a huge potential source of sales. Considering that the team is directly connecting with customers on a daily basis, give them the ability to cross-sell and up-sell. Provide them with incentives, and you’ll be rewarded with a happier team and increased sales. 

Did you meet an interesting individual at the last networking lunch? Or, maybe you were recently introduced to someone at a neighbor’s party who could very well be a viable prospect. In these networking-focused times, you’re probably introduced to lots of people at a variety of formal networking events, informal get-togethers, and through online sources.

Sure, it’s important to have a healthy list of contacts. But, a list you never utilize is rather useless. If you’re not staying on the grid and keeping in contact, you’re missing out on valuable opportunities to gather new customers and grow your business.  Like with certain other things in life, it’s not the size that counts, it’s what you do with it. This adage certainly applies to contact lists.

Are you one of the countless individuals guilty of having an impressive list of contacts and not using it effectively? Don’t be ashamed. You’re in good company. Many professionals, including lawyers, doctors, CPAs and a whole array of others, are notorious for this.

So, if staying connected is so important, why doesn’t everyone stay in touch? The majority of excuses frequently used can be broken down into four main categories. Perhaps, one or more of these will sound familiar to you:

“I can’t think of a creative way to stay in touch.”

There is no shortage of ways to keep in touch. Start with providing something of value (information, introduction, invitation) and use some creativity.

“I don’t want to look needy.”

Actually, by staying in touch, you look professional and organized.

“I never get any business from my contacts, so why bother.”

The person who favors this excuse is the one who gives up quickly. Yes, it’s a numbers game, but how you play the numbers will determine your success.

“I Forgot.”

Oops, you forgot to grow your business? Ok, this is ridiculous, but unfortunately very common. Start with a system that allows you to stay on top of keeping up with your contacts, and stick with it. Playing ignorant or forgetful is a surefire way to achieve failure.

Are you wondering what the best way is to nurture your list? It’s all about having a touch-point follow-up plan. It’s not as complicated as it sounds, really! There are truly only three crucial tips to successful follow-up that you need to know. Are you ready? Ok, here we go:

1. Establish a Routine

Keeping in contact is something that needs to happen on a regular basis, not just when you have nothing better to do. If you have a routine, you’ll be far more likely to stick with it. Set a goal for yourself of emailing a certain number each day. E-Newsletters are another quick and efficient way to stay on the grid with contacts, as long as they’re consistently delivered and contain pertinent information.

2. Don’t Just Check In

Just like you, your contacts lead busy lives. Trust me. They won’t be your contacts for long if you frequently interrupt them with phone calls just to “check in.” Put some thought into when, why, how, and where you follow-up. A little bit of logic will go a long way here. There’s a fine line between being diligent and being downright pesty.

3. Offer Value

This tip goes hand-in-hand with the last. Don’t just make contact for the sake of making contact. Offer something of value. It doesn’t have to be monetary in nature. It can be anything from an interesting article emailed to an introduction to a colleague who attended the same school. How do you determine what is valuable to a contact? One word – Listen! Find out what their interests, goals, strengths, and challenges are. Keep track of them, and when you come across something applicable, make contact. You will be amazed how grateful and impressed someone can be when you demonstrate that you’ve been listening to them. Wow! What a concept! Simple, but it’s always worth repeating.

The fact is not all of your contacting efforts will result in million dollar sales.  However, the cumulative effect can be extremely important to your overall business development – either from direct sales or through additional referrals. At the end of the day, you just never know which of your contacts will be the one to bring in business or the one who will drop off your “radar.”  Thus, it’s crucial to consider a touch-point follow up plan and staying connected as something you need to do with consistency and enthusiasm. The bottom line – You will always lose if you disappear. Stay on the grid, and you’ll be the one who wins.

I spoke at the HIA Business Expo today. It’s the largest business expo on LI (3500+ attendees; 350+ booths) and it is always a good show. Today was no exception. Check it out (www.hia-li.org).

My panel included Marshall Makstein (www.eslide.com), Laura Allen (15secondpitch.com) and Jennifer Shaheen (www.technologytherapy.com). Our topic “40 Ideas in 40 Minutes: How to Transform Your Business” seemed right on target for our audience and the feedback was terrific. In fact, we’ve discussed taking this presentation “on the road” so if you happen to belong to (or know) an organization that is looking for a kick-butt, highly informative and overall fun presentation, give me a holler.

Overall….a fun and worthwhile day.

Did you know that “ICE” can help you turn a cold lead into a hot sale? This easy to remember acronym maps out the most effective way to work with a new prospect? Yes, it’s that simple. Regardless if you’re selling high ticket products or professional services, remembering to use “ICE” will help guide you through the sales process. What do the letters signify?

I is for Investigate

Start by performing the necessary due diligence to determine if a prospect is sales worthy and qualified. Don’t be afraid to ask the questions needed to weed out those not qualified or pursue those that have potential. This “investigation” can be accomplished with a pre-prospecting call or even during your initial contact with a prospect. Remember, gathering this information isn’t intrusive. Rather, it’s the only way to avoid wasting your time on those that can’t or won’t buy from you.

C is for Convert

After you’ve determined that a prospect has the potential to buy, pull out your sales techniques and skills and convert them into a client.  Use the information that you’ve acquired during your “investigation” to tailor your presentation to their needs, and don’t forget to ask for the sale.

E is for Expand

Don’t let a sale be the end of your contact with a client. Consider other opportunities for more business. Try cross-selling and upselling the full plethora of products and services that are applicable to a client. Ask for referrals and offer contacts that might be helpful to them. Keep an open line of communication with the client after the sale and focus on repeat business. It’s always easier and less costly to sell to an existing customer than to pursue a new one.  

Lawyers have a tough time. There are scads of them (well, here in New York anyway) and the ability to differentiate is oftentimes problematic. The large firms have marketing departments that assist with marketing/branding the firm; small firms and solos need to rely on “marketing by committee” and there’s where things often fall apart.

Business is tight these days and the need to get and stay noticed is imperative. Still, lawyers did not go to school to become proficient at marketing.

What to do?  Call Paramjit Mahli (http://www.suncommunicationsgroup.com/) and let her fabulous company help you out.  (And hey, if you’re not a lawyer and you’re reading this, make certain to tell your lawyer friends. They’ll thank you for it!)

And while I’m talking about lawyers….after the PR has started and the marketing dance is in full swing, a few sales thoughts for the taking:

I’m here to ask you, specifically and simply: HOW are you in business?

What are you like?  Are you pleasant?  Are you responsive?  Are you fair?  Do you demonstrate in HOW you are in business, that you care about helping people with whatever solution you provide?  Do you give your clients a reason to be glad that they do business with you?  Would YOU buy from you?

Here’s the thing: business culture today is so focused on the target/goal/objective, that the means of achieving those ends — the HOW of business — is often an afterthought.  In fact, sometimes, the HOW is not thought of at all, and so becomes utterly subjugated, sacrificed and snuffed out in relentless — arguably obsessive — pursuit of the bottom line and exclusively measurable outcomes. The HOW becomes nothing but a necessary evil between you and the WHY.  And like all necessary evils, you treat it with resistance, contempt and disdain (experienced life at the DMV lately?).

HAVE A GREAT DAY.

As a salesperson, it’s always helpful to have a long list of prospects. However, if you don’t have a well thought out plan for converting them into customers, you are simply setting yourself up for failure. A low conversion rate is a common problem for salespeople, but one that is correctable with understanding the steps to take through the entire sales process. These steps are easily implemented with little or no cost and can make a tremendous difference in converting a higher percentage of prospects into customers.

Pick Suspects with Care

Not all prospects are created equal, and it’s best to think of them as suspects until they are screened and qualified. This is a fact that seems obvious, but is often forgotten. The reality is that it’s very easy to jump into selling mode, and mistakenly waste time dealing with someone who will never become a customer. Without a process for assessing the potential of a prospect, you are rolling the dice. You might get a customer, but more likely you’re going to get someone who will take your time and not offer anything in return.

Categorize Prospects

When you have multiple prospects, it can be a challenge to keep tabs on where each one is in the selling process. A touch point management strategy is a must. From sales quoting to billing and beyond, companies of all sizes need to make sure that these vital touch points are handled on time and effectively. Without them, the relationship will most likely come to a screeching halt. Sensitivity to what a prospect or a customer is experiencing is crucial and knowing that the proper handling of the most basic of interactions can be what is required to ensure long-term, fruitful relationships.

Improve Your Prospect’s Situation

You can have the most wonderful product or service in the universe, but if it does nothing to benefit your prospect’s situation, they’re not going to buy it. Take the time to understand their situation, their needs and wants, and then show them how you can help them. Never assume that what you’re selling just sells itself. In the vast majority of cases, it won’t. It’s your job to sell.

Move the Process along the Sales Pipeline

Often the sales process heat up early on, and then fades before anything is closed. If you’ve done your homework and know that you have a qualified lead and a potential sale, don’t let the momentum die. Follow through, keep asking questions, and offer your assistance. Don’t let a sale slip through your hands due to a lack of follow through, and by all means, don’t expect your prospects to do move the sales process along themselves.

Close New Business

It comes natural to discuss the features and benefits of what you have to offer, but it can be unnerving to take that final step of closing new business. This is often because many of us associate closing a sale as hard selling. Rather, it’s not a cutthroat maneuver; it’s just a necessary part of the sales process. If you’ve taken the right steps throughout the sales process and recognize that your prospect is ready to buy, they will appreciate the honest, mutually respectful discussion towards the sale.

(Oh no, not another Facebook groupie )

Do you think that Facebook is just for teenagers wanting to share photos with friends? Think again.  Facebook has become a social phenomenon that has changed the way many of us interpret networking. With over 70 million users worldwide, it has become an undeniably important tool for anyone trying to grow a business.

Launched in February 2004 by Harvard student, Mark Zuckerberg, Facebook originally began as a way for students to connect and interact with each other. Yes, it may have seemed like simply a youthful fad at first. But, it’s now popular amongst all demographics and has become “the” place to attract prospects, build customer relationships, and develop brand awareness. In fact, organizations of all sizes are finding Facebook applications to be useful for a whole host of business building tactics.

So, now are you curious about how Facebook could help you and your business? Here’s a list of the latest ways to incorporate the site into your growth strategy:

Brand Development

Simply put, Facebook is a convenient, easy to navigate, online destination where you can communicate your brand to an ever-growing network of potential buyers. Many businesses are currently using Facebook quite successfully to communicate special promotions and events to increase brand awareness. Others are simply posting their product and service offerings, hoping to differentiate themselves from their competitors who have yet to discover Facebook as a marketing tool. 

Link to your Website

Once someone has found your business on Facebook, they need to be offered more information. Provide the link to your website and any other online properties. And, don’t forget to provide a link to your Facebook page on your website.

Find New Customers

With the number of Facebook users growing by leaps and bounds, it’s obvious why businesses are using its applications to generate and qualify leads. There are large numbers of potential customers on the site that you wouldn’t have otherwise connected with, and qualifying them can be as easy as reviewing their profiles.

Feedback

Want to learn more about what consumers are thinking? With the sharing of content and commentary, Facebook offers valuable insight that you can apply to your business.

Client Retention

Keep your clients up to date on Facebook. Along with providing the link to your page on your website, include it in your email correspondence and your marketing material. Refresh the content often, and consider the page an online newsletter where you can provide the information and offerings that your customers want and need.