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

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 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!

Businesses invest tremendous amounts of financial and human capital on building brand. How well do you maximize the value of your company’s brand to grow your sales? People are sequential learners, so messages must be repeatable AND repeated in order to make a lasting impression on customers and prospects. In Be Your Own Brand by David McNally and Karl Speake, brand is defined as a relationship. Here are six tips for building your sales relationships by leveraging your company’s brand:

1. Know your companies story (mission, values, tag lines, slogans, etc.)
2. Use the story in your client and prospect communications
3. Weave the story into your sales presentations
4. Make certain your PERSONAL brand is meets and exceeds your company’s brand
5. Create lasting brand awareness with branded sales materials and promotional items
6. Reinforce the brand with exceptional service

Successful salespeople utilize all of the resources at their disposal. Your company spent tons of money with smart people to build a brand. Use these six tips to help YOU get the most out of THEIR investment!

Technorati Tags: building brand, grow your sales, sales relationships

It happens all the time…a company spends more time selling than servicing after the sale. Customers begin to expect vendors to over-promise and under-perform. However, there are firms that still believe that to grow a business, you service at least as passionately as you sell.

A company called eSpeakers offers a business management program for the professional speaker called EventPro. When I saw their presentation I was “wowed.” The salesperson, Debbie, promised me that eSpeaker would follow up with exceptional training. I thought, “Sure, we will see…”

Within 48 hours we received an email and follow up phone call from Kathy to schedule the training that was to be delivered over the phone, along with a computer link so we could SEE the training. Not only were the software and business system robust, but the phone and online training the absolute best I have ever experienced! The frosting on the cake is they are rolling out a new CRM system that is fully integrated with EventPro!

In my business I have used the same CRM software for about ten years (I won’t name them, but their name includes two of the first three letters of the alphabet.) Their service has deteriorated to some of the worst imaginable, and each new version seems to hatch more bugs than it fixes. I had to spend TWICE the cost of the upgrade to get one of their “Certified Consultants” to install it! To say I am excited about EventPro and my customer experience would be the understatement of the year!

What is the point? To create rabid customers that refer you to others, you must 1) be technically competent, 2) keep your promises, and 3) service what you sell. If this happens, your customers and clients will give you referrals, and tell everyone they know how good you are. After all…what do you think I am doing now?!

Good selling!

Technorati Tags: professional speaker

Does your business depend on repeat sales? Listen to this podcast for a tip on how to grow your business! Running time - 2:10.