Last week I went to one of my favorite places in the world – a fishing camp in Canada with my boys. While I love my role as a professional speaker and business strategist, it is good to have seven straight free days with no calls and no email. It was bliss.

This camp provides customer service beyond the exceptional. Every detail is focused on the guest. But no business is perfect - mine included. One morning I noticed my boat battery charger was unplugged, so I assumed the on-duty dock attendant (average age for this role is about 19) had forgotten to plug it in the night before. A different attendant was on duty than the night before, so I commented that there might have been an oversight. His comment was, “I wasn’t working last night. My co-worker was on the dock. ” The implication was clear – he was suggesting it wasn’t his fault.

The proper response would have been something like “I’m sorry if your boat wasn’t charged. I’ll ask my coworker about it. Would you have a few minutes for me to charge it now?

I can easily forgive a teenager for this response, but this incident reminded me that too often we don’t take responsibility in our business. If a colleague or the service department fails to deliver, you are the company to the customer - it is your responsibility to see that the problem is fixed. So when a customer encounters a problem, step up, say you are sorry, and do your best to fix it or accommodate the customer – even if it isn’t your fault. Even if the customer isn’t appreciative, you will know you did the right thing, and that always pays off in the long run.

Good selling!

Technorati Tags: professional speaker, business strategist, customer service

When we speak of being “over-served” normally we are referring to something that has to do with adult beverages.  Not always, however.  Tony Pappas represents the best of professional salespeople, and has been a consistent sales leader over a career that spans four decades.  Tony wholesales insured investment products for John Hancock, calling upon independent financial advisors.  Recently he spoke with one of his best clients, an advisor in Michigan, and Tony asked his client for the secret to his success.  The advisor said that one factor in his success was that he consistently over-served his clients.  This advisor’s clients received such a high level of service that these clients consistently told their family, friends, business associates, and neighbors about the advisor’s exceptional service.

Tony gave me another example of exceptional service.  He took his wife, Judy, to the Capital Grill in Troy, MI for dinner. Capital Grill is a high-end chain restaurant known for exceptional food and premier service.  When Tony and Judy arrived for dinner, the server asked if this was a special occasion.  Tony responded by telling the server they were celebrating their fortieth wedding anniversary.  The server returned with complementary champagne.  In short order a photographer arrived to take a photograph of the Pappas’. The head waiter and general manager soon arrived with greetings and congratulations.  When they left the restaurant, the maître d’ presented them with the photograph – framed!  Two days later they received a congratulatory card from the restaurant.

Do you think they will go back?  Might they recommend Capital Grill to others?  I suggest they are enthusiastic customers – for life.

How do you make your clients feel special?  What client service touches demonstrate your appreciation for their business and relationship?  Would they say you are their only advisor - their advisor of choice?  Over-serve your clients, and you will increase your business through repeat sales and non-stop referrals.

Good selling!

Technorati Tags: professional salespeople, sales leader, client service

All of us learn from our experiences. The problem with learning from personal experience is that you have to take the test before you learn the lesson, and that can be painful to you and your clients. One solution is to learn from the experiences of others. By learning from others you compress time and omit unnecessary mistakes. To benefit the most from this strategy, choose to listen exclusively to the masters.

No greater master exists in the investment business than Don Connelly. Don has long been acknowledged as America’s leading advisor to financial advisors. With forty years of unparalleled experience and success, he provides common sense ideas that benefit advisors regardless of their distribution channel or level of achievement. Today Don shares his expertise through “Camp Connelly.” Don possesses a wealth of information gathered from the best of the best in the investment industry. This is a can’t-miss resource for financial advisors.

Still have more to learn about the investment industry? Check out “Camp Connelly.”

Good selling!

Bill Metrey is a sales hero.

Bill works with TSC, a firm that provides qualified retirement plan administration services.  TSC retains me as a consultant to provide sales and marketing strategies, so I am in their offices on a regular basis.  When I started calling on TSC in the fall of 2006, whenever I saw Bill in the office  he always asked me to move my company’s 401k account over to TSC.  It never failed that every time I saw Bill he would ask me for the order.  He asked creatively and always with a little different twist, but he always made a point to remind me that TSC would serve me well.

Finally, I decided to move the account.  Instead of mailing paperwork, Bill took the time to bring it by for my approval.  He sold me.What makes this ironic is that Bill isn’t in the TSC Sales Department – he works in Plan Sponsor Services!  Even though it wasn’t his job, Bill sold TSC and its services.

Are your service team members selling for your company?  For that matter, are your salespeople asking for the order like Bill?

Bill Metrey is a sales hero.  Good selling, Bill!

Today I spent my lunch hour with one of my favorite people, author and professional speaker Ross Bernstein. Ross writes some of the absolute best sports books on the market, and his new book, The Code: Baseball’s Unwritten Rules is fantastic. If you like baseball, you have to have to get this book. Ross has written nearly forty books, with titles on every major sport. In addition, Ross rates as one of the best speakers anywhere. With an incredible number of relationships in and stories from college and professional sports, his presentations are always a hit, and he uses his experience to teach powerful business concepts. Check out his website at http://www.bernsteinbooks.com.

Today we as we discussed marketing, I was so impressed by the way Ross is always willing to help his clients by going the extra mile. He always gives more than he is paid for, and the result is a continuous stream of new business. On top of that, Ross contributes significantly to many worthwhile causes that result from his speaking engagements.

When delivering your services, what do you provide over and above your clients’ expectations? Limitless opportunities exist for us to provide service that is exceptional by doing just a little bit more than our clients pay for. Examples of value-added services include:

• Customized portfolio reviews
• Provide books on financial topics
• Shareholder update seminars
• Speaking on financial topics for groups of interest to a client

Examine those little extras you provide to your clients – and think about how you can do even more. This extra effort always produces repeat business and referrals. What makes your service special? Answer that question, and your business will grow as a result of your efforts.

Good selling!

Technorati Tags: author, professional speaker, Ross Bernstein, The Code: Baseball’s Unwritten Rules

Last week I was meeting with one of my sales coaching clients in his office.  As a professional speaker and business consultant I meet with larger groups of people every week.  However, most of my sales coaching work is over the phone.  This client’s office is only a short distance from my office, so occasionally we meet in person.

In the course of our meeting, I showed a report to him that I thought would be of interest.  He liked it, and wanted a copy.  Instead of asking his assistant to make the copy, he first went to his desk, looked for and found a staple puller, and proceeded to remove the staple from the report.

I asked him what he was doing, and he said he just thought he would pull the staple to make it easier for her.  I commented that he should provide his administrative staff with staple pullers.  He knew the point I was making concerned dedicating yourself to performing those tasks that only you can do and allowing your staff to do the rest.  Still, he said, “Why are you making a big deal about a staple?”

My response was simple; it’s not the staple – it’s the attitude.  Of course you want to help your team, and always be courteous and thoughtful, but if you don’t focus on your highest and best use of time, the business will not be as successful as it could be.   Whether you are in sales with a single assistant or if you manage a large company, look at every area of your business, and ask yourself if there are activities and tasks you take on that could be delegated or outsourced.

Your time and talents are your biggest assets; don’t waste them.

Good selling!

Technorati Tags: sales coaching, professional speaker, business consultant

In February 2008 Starbucks closed for three hours to retrain more than 135,000 employees in an effort to create “a renewed focus on espresso standards.” Starbucks’ mission statement includes a point that states the company wants to “Develop enthusiastically satisfied customers all of the time.” Howard Shultz, legendary founder of the coffee giant, said in a news release that the shutdown was a way to energize its employees and provide some barista re-education in the “art of espresso” at its 7,100 U.S. locations. Some said this training activity was a publicity stunt. If so, it worked. News sources from major networks to online news services to sales and marketing journals all picked up on the story. (Hey, this writer is guilty as well!)

A couple of days after this training was delivered, I stopped in a Starbucks in Chicago O’Hare Airport on the way to Tampa. Guess what - the training didn’t work. I received service that was uninspired at best. Don’t get me wrong – I like Starbucks. But the person who was supposedly trained to serve enthusiastically satisfied customers like me didn’t come through.

On the other hand, there is a barista named Rose that works at a Starbucks in Eden Prairie, MN that gets it. I don’t know Rose other than as her customer – don’t even know her last name or if she is a manager. I do know this – she is a service pro. She always has a smile on her face, gives exceptional service, and would make Howard Schultz proud! She greets customers as if they were old friends, with great eye contact and personality.

The moral of the story is simple – some people get it and some people don’t when it comes to delivering exceptional customer service. In other words, training is wasted if you don’t start by hiring the right people. So whenever you hire someone for your sales team, ask yourself if they seem to embrace the service standard that you desire for your customers and clients. If you don’t feel it immediately it probably isn’t there. After you hire someone who is enthusiastic and personal, then train them to become even better!

One last tip; for a great cup of coffee and fantastic service, try Dunn Brothers on Preserve Center Drive in Eden Prairie, MN. Dianne and Dan have built a great atmosphere that feels like friends and family.

Good selling!

At the end of a television advertisement for Allstate Insurance Company, the announcer says, “That’s Allstate’s Stand. Are you in good hands?” Let me ask you – what’s your stand? How do you position yourself and your services? If I asked your customers what you really do for them, what would they tell me?

In what appears to be a worsening economy, how you position yourself drives prospects’ first impression about whether or not they will listen to your story. The elevator speech is dead; prospects don’t give you thirty to sixty seconds. We live in a bullet point world, so positioning statements must be short – ten to twenty words.

In addition, exceptional positioning statements answer the question “what are you going to do for me.” Lead with benefits, and you may have the opportunity to tell them more. Positioning statements require punch, fire, and a wow factor.

If someone approaches you and asks, “What do you do?” will your answer move them – will the want to know more. Sales always start with the introduction. Give yourself the best opportunity for success by leading with your best foot forward. Take a stand, and make more sales.

Good selling!

Technorati Tags: sales

Last week I received a call from a headhunter who had called me about six months ago. At that time she was recruiting for a financial wholesale sales position available with one of her client firms. She was pleasant to speak with, and the first time we talked I provided her with a contact that might be a good candidate for her search. When she called last week, she said there were two reasons for her call:

First, she wanted to thank me for helping her with her last search last October. While she did not place the position with the person I suggested, the lead I had provided to her in October was a good candidate.

Second, she needed help with a new search she was working for a position in the upper Midwest.

When we thank people for doing business with us, or helping us with a problem, do we thank them immediately or do we wait until we are looking for the next sale? While this headhunter is very pleasant, and I was impressed with her approach the first time she called me, it struck me that I would have been much more impressed had she called me in the interim to say thank you for helping her with the previous search, as opposed to waiting until a time when she once again needed help. Don’t get me wrong - she thanked me, and graciously at that, but it would have meant more after she spoke to my contact in October than it did when she needed another lead last week. In the past I have waited too long to give thanks, and I know it hurt my credibility. My guess is this headhunter was and is sincerely grateful, but her timing could have been better.
The moral of the story is to call your customers to thank them for their business – before the next sale.

Good selling!

Last week I sent in the last part of my first book to the publisher. The book is written as a basic text on the elements of success necessary to build a financial advisory business. By the way, the last section was tough – the acknowledgments. Frankly, I had viewed this as last minute work; minutia that comes with being an author. Then I began to make a list of those to whom I owe a debt of gratitude. So many people were left off the list, but I tried to focus on those personal relationships that have benefited me professionally, as well as the relationships that were primarily business. However, I have thought of certain people all week that could have been mentioned.

This experience proved to be much more than minutia, but rather a humbling and at the same time inspiring opportunity to reflect on the long list of those who have in some way shaped or guided me in my professional life. This exercise also raised a question. “Have I accomplished enough to warrant the care, concern, and effort of those that helped me on my journey? I was struck by how little I have really accomplished relative to the assistance given and the opportunities afforded to me. This exercise provided an opportunity to reflect in a deep and meaningful way. I choose to take this as an opportunity to redouble my commitment to excellence in all I do.

My challenge to you is simple. Sit down and take some quiet time, and make a list of those you would choose to acknowledge if you were writing your professional autobiography. After you have built the list, take an evening to call or write a short note, and thank them for the difference they have made in your life. In addition, look for ways that you can help them, even in some small way. One last thing – be aware of others that can benefit and be blessed by your participation in their sales efforts. Decide today when you will go through this process. Cannot take time to do this?

Really?

Good selling!