Memories: Are you Making Them With Clients?

Did you ever wonder why the phone does not ring? Do you ever panic when prospective individuals ask you what you do and your struggle with your delivery? There are reasons why many struggle with what to say to prospective clients:

They are uncertain what to say
They have not practiced the proper approach
They try to say something different each time
There is no consistency with the brand

There is a solution to this issue and it is called the MEME (sounds like team). So what is this incredible tool?

A meme is an idea, behavior, style or message else that enters into your community and creates additional community and interest. Different from the way it is spelled a MEME does not create anything about you, however it does create output based messages that illustrate the value and benefits clients get from doing business with you.

If you follow a template I will share with you, you can use it to generate eye opening and memorable methods for clients to become attracted to you.

A meme can be used for:
Introduction to verbal conversations
Developed into a value proposition for your website
Developed into a tagline for marketing collateral
Used to introduce products and services
Incorporated into presentations and articles/tip sheets

Because your MEME illustrates the value you will need to use it to help communicate your brand and create the allure you desire for your business. Yet the best part of this is once it is developed you can use it throughout your integrated marketing communications.

So what does a MEME sound like?

Here is a MEME from one of my clients. “Hi nice to meet you. I am Dr. Ron and I work with men and women aged 37 to 55 who suffer from the ill effects of stress. I provide a unique process that reduces stress and provides increased mobility and flexibility!” Naturally the next statement you will hear is, “My Gosh how do you do that?”

Now how does that sound versus the rote, “Hi I’m Ron, I’m A Doctor.” Or , “Hi I’m Ron, I’m in Insurance.” Or , “Hi I’m Ron. I’m and Electrician.” Not to say there is anything wrong with these professions but there is something wrong in the delivery. One they’re boring. Two you sound like everyone else. Three it is stereotyped so that people instantly dismiss you and four, it is inward focused and says nothing of what you provide to the client.

Here are 7 things you can to do help develop a MEME:

Focus on the clients you want to provide and most importantly your perfect client. Who is the demographic and what do they value and benefit from? What are the solutions that you provide congruent with those desires.
Write down a list of benefits that you provide clients. Think about how you help them. Review your testimonials to help you here. When you come up with the list prioritize it so that you develop the best one.
Think of the three to four issues your clients have to say before you helped them. What do you typically hear before you develop solutions.
When you work with clients what are you processes, methods, steps etc that can be used to explain how you help. For example do you have a 7 step strategy or a 4 step proprietary choke hold, you get the picture.
Now look at your notes and write out your statement using the following, Target Demographic + Issue + Solution. Develop a few drafts so that eventually it rolls of your tongue. And to assist you make it two to three short sentences.
Practice this on friends and family as well as some other clients to see what they have to say.
Once you have this developed then I want you to think about two things 1) what you will say after they say tell me more and 2) develop a call to action.

I like to teach by example, so let me my MEME and others I have created. Contact me for a FREE NO OBLIGATION MEME session and in 30 minutes we will create a message that drops most jaws.

Creating a compelling a MEME is a vital part of the Business Acceleration System. How is yours coming along?

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How to Deliver Customer Service like and Athlete

Peter Drucker once stated that the purpose of every American business is one thing – creating customers. Research by the American Management Association show that your average HAPPY customer will tell 3 people about her experience with you. Research shows that, out of 25 dissatisfied customers, one customer complain, 24 are dissatisfied but do not complain, and 6 of 24 non complainers have serious issues with the organization. More importantly for selling professionals, customer service is included in 40 percent of every client interaction.

I remember the greatest words I ever heard when seeking to repair my computer after a 3 hour conversation, the representative getting tired stated, “You are a customer, and I will get this repaired for you no matter what”. When you supply grand slam customer service, your business costs are lower and your success greater.

Great Service Requires Great Solutions

After doing some research, I have discovered that the key to grand slam customer service is practicing it. Just like an athlete practices for an event, or the musician practices for a concert, the service provider must practice. Here is my seven-step protocol to enhance your service delivery.

PRACTICE ™ Customer Service

•    Positive First Impression – you must be genuinely interested in assisting others. passion and empathy separates the athletes from the spectators.
•    Rapport – 98% of every interaction involves trust and respect. Ensure you establish rapport with every client.
•    Assess the Issue – Asking provocative questions is the only way to get to the heart and soul of every issue.
•    Communication – The best communicators listen first and speak second. Athletes know when to ask and when to tell.
•    Time Management – Customer Service representatives are trained to expeditiously respond to issues but can you do this qualitatively too?
•    Interest – Gaining interest requires an understanding of the multi generational and cultural issues that assist in building rapport and becoming genuinely being interested in others, a famous Dale Carnegie and biblical trait.
•    Closing on a Positive Note – Always close your calls on the positive side seeking to address any open issues and questions.
•    Evaluation – Customer service requires conviction and passion to aid others. Once complete with your calls ensure you also evaluate to carry these themes from call to call.

No Clients are the same

You must adjust this process to fit your business and strategy. Ensure success by evaluating your clients, and your staff to closely align the staff with compelling client needs. Document your successes and discuss these with your team, so that your game plans adjust as new needs arise.

Food Fight

I had the opportunity to meet a dear friend for dinner at a local steakhouse near my home. As we were seated, Danny Devito’s twin greeted us. Oscar aka Danny took almost 25 minutes to return to our table taking drinks and our meal order. Mind you this was not a very busy evening, but you could tell from the moment we were seated Oscar did not want to be working.

During our order I desired one of two choices: fish or steak. Naturally I asked Oscar which he believed best. His glib reply, “Well this is a steakhouse”. My friend and I were aghast but continued our meal.

No one needs to be treated disrespectfully whether eating a meal or simply sitting in the waiting room of a physician’s office. The fact is that customer service is a vital aspect for each business; product or service.

Here are some thoughts for sales professionals, managers, and business owners.

1.    Smile – The first thing consumers see when they are getting serviced. Ensure there is a smile on every agents face. When was the last purchase you made from David the Depressed?
2.    Enthusiasm – Smart people like, smart-ass people can live without. If your people do not like what they do, ask them to leave.
3.    Engaging – Service does not have to look similar to Thanksgiving Dinner with the family but it does require being genuinely interested in others. Ensure conversations occur.
4.    People Make a Difference – Hire the right people for the right job. Clearly Oscar had no business waiting tables on a busy Saturday evening.
5.    Check your Baggage – Like you there are good days and bad days, everyone has them, however consumers do not care. Leave the misery and angst at the door; service everyone equally and respectfully.

To thy Ownself Be TruGreen

Like many individuals that suffer from time and talent, my green thumb lacks color so I prefer to use the services of a lawn care company. It is one thing to use a lawn care firm to save time but another to waste time for poor service.

During the past two years, the organization delivers services I did not request. Within 72 hours of application the company hands off to a Call Center that repeatedly calls my home seeking payment! . Worse yet the firm has my private cell number and has contacted with me during business meetings to obtain payment for services I did not order.

Although I explain the concerns of fees- their sole purpose is to get the money. They are very aggressive.

For the third time in two years my wife and I terminated the service of TruGreen. In early April 2010, I returned from a business meeting to find a technician once again applying chemicals to my lawn even though services were cancelled. Once again I called to cancel. Suffice to say it is easier to catch a taxicab in New York City on a rainy day then get a manager to return a call.

With the inherent lack of customer service and leadership from my local office I wrote a brief note to the President and CEO of TruGreen to have my issues immediately corrected. He never called or wrote. He had a manager in the local office call me five days later to amend the issue.

The reason why service today in many firms like TruGreen is so poor is because leadership is poor. Leaders in many organizations do not serve as exemplars. Organizations exist for one reason- acquisition and retention of clients. When there is little or no service there are few customers.

Companies wonder why there is no loyalty and why brand suffers. Organizations do not create allure when poor management places a pall on culture.

More ironic is that ServiceMaster owns TruGreen. Ironic when the sister organization cannot extol the company name. Service Blaster is more suitable.

There are seven secrets for selling effectiveness. Click here For a Free Report 7 Secrets to Selling Success

Drew Stevens is one of the world’s leading authorities on business development and customer satisfaction. Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness. To discover how Dr. Drew can assist your organization to increase their business development skills visit him at www.stevensconsultinggroup.com

Simple Rules of Customer Service

In the last several weeks I have solicited over 20 vendors for a variety of reasons; restaurants to home improvement centers. There is a stark contrast in treatment from one establishment to the next. Most bewildering is the general lack of focus and respect for customer service. The simplest issue for any business is retaining clients by treating them well. Research over many years proves that it is less expensive to maintain your current client base rather than acquire new.

As a business development and customer service consultant I am more sensitive to the issues. However let me offer some free advice that will save organizations money, time, stress and most of all, customers.

• When a customer walks into an establishment or walks to a cashier please have your staff smile and say hello. The world’s icebreaker is an empathetic smile.
• Remember customer’s names. The sweetest sound customers hear is the name of their name, do not screw it up, repeat it the name if needed.
• Have nametags available for all employees. Nothing is more bothersome than to not know the name of staff.
• Eliminate the ready, fire, aim approach to service. Start having employees listen and question. Nothing can be heard when both sides are speaking.
• Check the baggage. Consumers do not care if employees received a ticket before work; have a toothache or the myriad of other excuses. It is about the customer not the worker. Bad attitudes are to be left at home.
• When possible have all employees wear ubiquitous uniforms especially in service establishments such as doctors, specialists, etc. It is helpful to know staff from vendors or perhaps other customers.
• Have staff address me formally unless told otherwise. Respect is the better part of valor no matter the generational differences.
• Inform staff that cell phones and the rude act of text messaging are off limits during work hours. Attention must be given to the customer not the evening date.
• Ensure background checks on delivery personnel. In the last several weeks I have noticed seven traffic infractions. The most notable – Stop sign avoidance!
• Stop the banter. When clients arrive undivided attention is to be given to them. Refrain from rumor mongering and speaking ill of the previous client.
• Offer frequent customers some type of VIP service. The most treasured become your greatest marketing avatars.
• Create a customer culture all hired need to be focused on your greatest asset- customers.
• People remember the first thing they hear and see and the last. Make a positive first impression and a memorable last.

There are seven secrets for selling effectiveness. Click here For a Free Report 7 Secrets to Selling Success

Drew Stevens is one of the world’s leading authorities on business development and customer service. Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness. To discover how Dr. Drew dramatically accelerate your business development and sales skills visit his sales and marketing website.

Monday Momentum with Dr. Drew

“Everything you want is out there waiting for you to ask. Everything you want also wants you. But you have to take action to get it.”

Jules Renard quotes (French Writer, 1864-1910)

As an avid reader of the conquest of American History I am often reminded of the stories of the Gold Rush. Those that sought gold traveled far to stake their claim to fortune. They traveled far and through rough terrain to capture their dream. American history is rampant with stories of those taking action and subsequent risk to seek out new futures and fortunes.

The contrast today is the laziness of many. Rather than diet and maintain nutrition individuals use a remote in search of the 6-second workout. So many are in a rush they do not signal on highways while others text and drive. Rather than make their own luck they lament by victimization therefore seeking alternatives to work.

If you want a new future stop the folly of laziness and do something. I am amazed when selling professionals and their owners blame customers, the economy and political issues for lack of business. 92% of selling falters because of a lack of a process and more importantly the lack to establish a relationship. Stop whining; stop making excuses and start creating a new future. If you want to reap you must sow. Seek out an education and invest in resources to help you. Gold miners worked for their fortune why shouldn’t you.

There are 7 techniques you can use daily to assist you preparation efforts. Get the 7 Secrets to Sales Preparation by emailing me today. Ask about our Free 30 Minutes “Sales Acceleration Coaching Clinic” to help you gain immediate sales result!

Drew Stevens PhD is one of the worlds leading experts in sales and sales skills. Dr. Drew is the author of six books including Split Second Selling and the soon to be released Ultimate Business Bible. With over 25 years of sales experience and business leader, Dr. Drew has extensive experience in assisting both entrepreneurs and selling professionals to experience higher efficiency and effectiveness. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness offering tips and techniques that immediately improve selling performance.

Monday Momentum with Dr. Drew

Mediocrity will Kill You – Dr. Drew's Year End Sales Rant

Each day I obtain a wealth of requests from individuals to receive free tips and articles. Unfortunately social media is a Latin term denoting free. Gaining access to free information is analogous to attending a trade show. It is humorous to see attendees carrying overflowing bags of chotskies (crap) only to return home or to hotels rooms and never review the materials.

The failure to review materials and take action results in mediocrity. If you desire to alter your life and start the New Year right, get off your ass and take action. If you want to get into the field of play and alter mediocrity, stop being a spectator. Stop collecting and start doing. Become the aura of life’s trade show not the receptacle.

So many fail because they don’t get started – they don’t go. They don’t overcome inertia. They don’t begin. – W. Clement Stone

BTW. I am happy to provide free stuff, but you must get out of the stands and into the field of play.

Importance of Email Messages to Sellng Professionals

In the last several weeks my mailbox has become rift with emails from individuals and organizations that desire an alliance. Coincidentally each foppish message body request me to do something. Items requested include, visit this website, reply to this email, click this url or send me your address. How audacious! What is the value? What is in it for me?

What I find loathsome in each is the audacity of sending messages expecting me [the prospect] to do something. This is the unfortunate issue of selling; many people believe they can sell and that required processes can be avoided. No it cannot! Closing rates fail when there isn’t a process. As I have stated in numerous articles, posts, my books and seminars business closure is based on the acquisition of relationships. If one cannot build relationships they will not close business.

More importantly, relationships are built based on trust and intrinsic value. If the prospect needs to do something, where is the value? What is in it for the prospect when they need to do something? If sellers want something they need to create action, not the prospect. Sellers must illustrate the value THEY provide. Prospects invest in relationships not products. Prospects get annoyed when they have to do something. Stop using ho hum methods and the folly of others. If you want customers stop scrooging yourself!

Seven Myths of Selling

With over 27 years in the field of selling, Stevens Consulting Group has encountered numerous selling myths. Many are so focused on closing sales but fail to avoid many of the trappings of ridiculous behavior. As I have stated in many of my posts 92% of professionals lack a process in which to conduct relationships that affect business. So many fail to follow two things 1) good advice (and there is a LOT of poor advice nowadays) and 2) proper education. If there were good advice to help you close sales gaps would you be interested? Then here are seven of the top 25 selling errors.

1. Price

During our reach into the Millennium, advantages to selling decrease as consumers use the Internet to gain accessibility to competitors, inventory and other vital tools. The information endows the client to strengthen their negotiable position. Price negotiation now succumbs to value. Customers today desire value. Value is the benefit the client receives from a selling professionals business. Value is a competitive differentiator as clients discern the answer to the vital question, “What’s in it for me?” Clients only do business with those they trust. Forget the price equation and only sell on value.

2. Anyone can do it

Sales professionals are much like a general on the battlefield, an athletic coach at a game, or a chess player at a tournament: they are always thinking ahead, strategizing to determine their next move. Selling requires a desire to create relationships and a willingness to absorb useful research and articulate the results to a client. Not many have the patience and persistence that selling requires. The skills needed for selling (especially technical sales) are not found in many. Talent is innate and cannot be taught.

3. Sales people make good managers

There is a ridiculous notion that since selling professionals manage territories and relationships the transfer of skills rationalizes promotion to management. Not true. Research illustrates that selling professionals desire individual achievement. They enjoy the entrepreneurial ability to call upon clients, meander in their territory and create their own luck. Managing staff requires oversight, reports, and motivation and oftentimes reprimands, shunning results. Simply put, the best selling professionals don’t make the best managers.

4. High Motivation is Required

Many aspects of selling require technical conversations. Engineering sales professionals require a pragmatic approach meshed with analytical presentations. Every organization from non-profit to government requires selling to offset expenses. Each firm maintains a variety of cultural standards, some aggressive and loud while others peaceful and cautious. The talent of the professional emulates the organizational culture. High motivation is applicable dependent on the organization. And not all individuals are required to be gregarious.

5. CRM Rules

Technology for technology sake is ridiculous. Numerous software and Internet applications assist speed and workplace efficiency. However, many individuals tend to use technology to augment human interaction. Relationships control selling situations. CRM or Customer Relationship Management assists pipeline management. Sellers control relationships with dialogue, language, and discussion not electronic software. Applications must be used to help the relationship not become a substitute for it.

6. Internet increases selling effectiveness

The most important part of any business owner is to prepare for each and appointment. The successful professional will always know the client or even the prospect. The Internet is most accessible and enables spontaneous information. Selling professionals might discover useful competitive and industry information that aids the client. However the Internet, like CRM, is not meant to augment the business relationship. Electronic mail and the Internet will aid immediacy of required customer content but it will never substitute for positive relationship building. And forget those social networks, they do little to build business.

7. One must always be closing

Building business is about relationships. The discussion with prospects should always be about value, not about fees, or prescriptive programs. If the discussion is not about value, then you or your people have surrendered control of the discussion, and the result will never be on the terms you would prefer. When the discussion is on value and the prospect is convinced of the wisdom of a relationship with you, fees are academic. When business is closed it is based on the adulation of the relationship. Stop worrying about the number of widgets and start worrying about the number of relationships.

There are 25 Myths of Selling to aid in your sales success email me today and I will send an ebook with the others. Ask about our Free 30 Minutes “Sales Acceleration Coaching Clinic”.

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