No Time for Small Talk in Networking

People often mistakenly perceive what goes on at networking meetings and events as making small talk with a bunch of strangers.  Real business networking , however, isn’t about making small talk at all; rather it is about building meaningful, mutually beneficial relationships with other business professionals and small talk isn’t generally something that helps further this aim.  Serious networkers, recognizing that they have limited time to introduce themselves and convey the essence of what they do, generally avoid lengthy small talk.

If you want to build your business through word of mouth, you must give a message that’s heard by others.  You need to create a positive message and deliver it effectively–who are you, what do you offer, and to whom do you offer it?  When you properly position yourself with an effective message instead of trying to connect through making small talk, you save time because others quickly understand  what your company represents and offers.

Take the time to plan your introduction and prepare some concise and descriptive overviews of your products or services.  Then, when you meet someone for the first time, you can give him a good explanation of what you have to offer.  I recommend that you develop several scripts that you can readily use when attending networking meetings.

Show pride in who you are and what you do.  As an example of this, I often mention a fantastic quote from Martha Taft.  When she was a young girl in elementary school, she was asked to introduce herself to a group of people.  “My name is Martha Bowers Taft,” she said.  “My great-grandfather was President of the United States, my grandfather was a United States Senator, my daddy is Ambassador to Ireland, and I am a Brownie.”

If you have honed your message and have crafted an introduction which has been very effective for you at networking functions, I encourage you to share it in the comment forum below and to explain how you went about constructing your message and your introduction.  You never know who you’ll help by sharing your insights. Thanks!


Source – [BusinessNetworking]


Will Motivational Sales Training Help Me?

teamMotivational sales training should be part of the on-going sales training process and is just as important as on-going sales management training.

Part of sales management training should be on how to maintain self-motivation and a motivated sales team.

However, not everyone understands what motivational sales training is really about.Many people attend motivational sales training or talks to get motivated.

What they don’t understand is that any motivation that is external is temporary. As soon as you acquire an incentive, you’ll want a bigger and better one. As soon as you face up to a threat, the threat will no longer stop you.

The only true form of motivation comes from you, for you. This is internal motivation—the only everlasting motivation.

When motivational sales training explores internal motivation, participants have the ability to see, in the present, a projection of the future that they want for themselves. They learn how to define a S.M.A.R.T. goal and it’s emotional outcomes – they can see it, hear it and feel it as if it were accomplished.

But the process doesn’t end there. They learn how to take their desire and put it into motion by developing an action plan for its achievement and move steadily towards that vision day by day.

Motivational sales training can also form the foundation to success by developing the right attitudes from having courage to overcome fears to the willingness of doing something they have never done before.

To accept failure as a learning stepping stone to success or to have the courage to ask, as there is a 50/50 chance of a positive answer.

As you experience this form of motivational sales training as part of the sales training process, your self-confidence, self-esteem, self-respect and self worth grows. With that, you take more actions, more risks and in the end, get better bottom line results.

Sales management training should help management recognize and reward themselves, and their sales team members, as you cannot give something to someone else if you don’t have it inside to give away.

Sales management training should not be about managing numbers, but managing their behaviors and the behaviors of their team members. Any behaviour that gets recognized and rewarded gets repeated.

Sales management training should also include training on motivational sales training and maintaining a motivating sales environment. One in which the sales people and support team members takes ownership of.

You do that by getting your team together and engage them in finding the solution. Make it the team’s idea and allow them to take ownership and ultimately, make it happen. Now is the time for Management to be the facilitator and/or coach. Help your sales team get where they want to go.

You must engage teams to challenge themselves and find the solutions. I reiterate the need to create an ideal environment in which motivation comes from within the individual. In turn, that forward moving environment will stem from Management’s support and trust in the sales team.

As an expert in motivation, I know you cannot make someone else motivated. Only you can motivate you. Management can simply create an environment in which people motivate themselves.

Any attempt to motivate someone else is considered external motivation. External motivation is temporary and usually doesn’t last. However, personal or internal motivation is the true and deepest form of motivation.

Internal motivation is everlasting, and that is why Motivational sales training will help you and should be part of the on-going sales training process and is just as important as sales management training.

Learn How to Execute the Disciplines of Attracting, Engaging and Empowering the “Buyer Focused” Velocity Selling System, to Up Your Bottom Line – Book your tickets now for Bob Urichuck’s workshop in Dubai –

Source – [BobUrichuck]


Disney Dreams Demonstrate Customer Service Excellence

tokyo-disneyland-japanDisneyland puts on an extravaganza of lights, fireworks, characters, and special effects called “Fantasmic” every evening.

In the performance, Mickey Mouse has a dream with all his friends singing and dancing with joy.

As my daughter and I watched, suddenly the dream turned into a nightmare, and many evil characters came to life with raging anger, noise and venom. Fire shot from a huge dragon’s mouth. Real flames blasted across the water.

Everyone in the audience felt the heat!

At the worst, loudest and most angry moment, when I felt most scared and my daughter was gripping me with both her little hands, Mickey appeared center stage and squeaked loudly: “Hey! This is MY dream!”

With a spark from his magic wand he defeated the dragon and blasted the evil characters into submission.

Fear and anger died away, and a huge riverboat steamed around the bend with all the joyful Disney characters on board, waving to the crowd. Fireworks soared and the audience cheered with approval. Brighten shook me with excitement. I cried with appreciation for this magical transformation and life-enhancing performance that demonstrated customer service excellence from beginning to end.

The extravaganza calmed down and the boat sailed away. Fireworks dimmed and all lights shone brightly on Mickey Mouse, high above the crowd. In his most lovable voice he looked out over his customers and friends and said, “Pretty neat imagination, huh? Ha, ha!” And with that he was gone, lights out, the show was over. Magic! Customer service excellence in action!

Brighten and I hugged in delight.

Disney is so good at moving, making and managing emotions, I didn’t even mind the vacuum cleaner they silently attached to my wallet. It was quite full when we went into the park, and altogether empty when we left. Disney runs a magically good business and is famed for customer service excellence, too!

Key Learning Point To Create Customer Service Excellence

Hey, this is YOUR dream! Whatever fantasies, realities, nightmares or delights you may choose, they are YOURS to change, expand, continue or dissolve. With a zap and a spark of your magical imagination and determination, you can defeat the dastardly demons, and bring your favorite character (the best of you) to life. Create your own magic with customer service excellence.

Action Steps To Create Customer Service Excellence

When the heat of hard times is scaring you silly, it’s time to take a stand for the future. Grab the tools of your life and your magnificent imagination, and say out loud, “Hey! This is MY dream!” Then go for it. You can create your own magic and customer service excellence.

Make your life a masterpiece of emotion, affection, appreciation, creativity, generosity, responsibility, enthusiasm and commitment. Live a life you are proud to lead every day – and are happy to share with others. Live a life that fills you up and turns you on. Make this lifetime magic! Customer service excellence is a lesson that applies at work and at home. Take a lesson from Disney and master the art of delivering customer service excellence in your life.

Source – [Ron Kaufman]


Top 10 Signs Your Service Disappoints

Gold top 10 winnerMany executives I meet with simply can’t see the writing on the wall, assuming because they haven’t heard many complaints about their service, everything must be okay. That’s a dangerous position for the present and the future.

Wondering if I might be referring to a company like yours? Here are the top ten signs your customer service is lacking.

#10. You have only one department that handles customer service. Think about this for a moment. No one else is responsible for service? If you have only one “customer service department,” everyone else in the organization will think customer service is someone else’s job.

#9. Your service department also responds to the name “The Complaint Handling Department.” The whole idea of “handling” customer complaints is out of date. Handling is for boxes and equipment. Caring and responding is for customers.

#8. When really important clients call, you don’t trust anyone except yourself to take care of them. If you can’t trust your people with your most important customers, you haven’t given them the necessary education and tools they need to provide great service.

#7. Your service standards were drafted while listening to an eight-track cassette. Your service might have left clients smiling years ago, but now it doesn’t impress anyone. You have to make service as innovative as products, constantly improving to create new and better value. “Out of date” is not a winning position.

#6. Someone wrote a song or created a popular website to tell others about your lousy service. Complaints are one thing. But when someone takes the time to parody service, you have more than a reputation problem; you have a service problem. You need to clean up the mess.

#5. You have bigger fish to fry than service. Companies who think great service is a perk are a dying breed. Do you disagree? What are all those youngsters at Zappos, Amazon, and the Apple genius bar doing? Taking care of the customer. Still don’t believe that service counts? Here’s a company burial epithet that will soon apply: “Lost touch with customer.”

#4. Your employees compulsively follow procedure. Take a look around. How happy are your people with the company’s book of rules? How happy are your customers with their ability to flex and bend? If your employees have no freedom to make decisions on the spot, they have no empowerment to elate your customers.

#3. Your angry customers can do business elsewhere. Really? Frustrated customers are your best opportunity to create evangelists for your company. The beautiful thing about angry customers is they will tell you exactly where you’ve gone wrong and how to improve. Take your recovery one step further and you will create a lifelong fan. Letting an angry customer leave sends the worst message to your prospects and others customers, and the best message to your competition.

#2. You think you don’t need compliments or referrals. Complacency like this deserves to go out of business. It only takes 140 characters to tweet your business up or down, and even less effort to retweet that message to thousands more avid readers.

And the #1 sign your service is inadequate: You’re looking to see if you’re on this list. Great service providers know they’re great. They focus on service. They educate their team about service. They treat service as a #1 priority for profits and growth. If you’re reading this article with any question in your mind, consider it a flashing sign instructing you to focus on surprising and delighting your customers.

Create a better service to increase brand loyalty for your company. Ron Kaufman is coming to dubai for Service Leadership Workshop on April 16th. Book with more than 5 members to get exclusive discounts

Source – [Ron Kaufman]


The Six Levels of Customer Service

405764_338908089551369_488844152_nLast month I met a client in Indonesia. We went to lunch at a nearby mall where music poured into the public area from every shop. Just as we passed one storefront, the music stopped and the shopkeeper let out a growl. I looked inside and saw something most of us have not gazed upon for years. The shopkeeper had been changing the music in his boom box and as he pulled out the old cassette, all that thin metallic tape came spilling out in a dusty mess on the floor.

Remember that? But when was the last time you saw it? Do you remember phonograph records that scratched and screeched? Or cracked CDs? Today’s music is skip-free, scratch-free, instant, mobile—and never gathers dust.

Of course, it’s easy to see how advancements in technology are constantly changing our lives. Companies that manufacture products understand they must always be introducing something new, faster, easier, or better to keep their customers engaged. If they don’t, they will be left in the dust when their customers upgrade to the next new product.

Very few companies, however, understand that service is exactly the same—it’s always changing, and your job is to stay ahead of the competition and ahead of the curve.

Here’s what I mean. To start, let’s figure out the level of your current service. Basically it fits into one of these six categories.

• Criminal service is really bad. It’s service that violates even minimum expectations, the kind of service that your customers remember never to use again, and are angry enough to call you and complain about.
• Basic service is disappointing. It’s the point of frustration that can turn into anger—but when it’s over the customer is not disappointed enough to complain. However, he will tell his friends, and will remember not to call you for that kind of service again.
• Expected service is nothing special. It’s the average, the usual, the norm. The customer might come back to you, but only if no better options exist.
• Desired service is what your customers hope for and prefer. They’ll do business with your organization again because you do things for them just the way they like it.
• Surprising service is something special, like an unexpected gift. It gives your customers more than they expected. This makes you an organization that customers enjoy and will come back to again and again.
• Unbelievable service is astonishingly fantastic. This is the level of service your customers can’t forget, the legendary treatment they will tell all their friends about.

Can you see where your service stands today? Great. Now consider this: Each level of service is just like a step in a staircase. Companies that truly understand the power of great service are continuously looking for ways to climb to the next level.

But here’s the rub: Moving up is not another step on a solid staircase; it’s like trying to climb up a down escalator. Each level is consistently sliding downward because your competitors are also working to raise their service. One day you offer surprising service, but the next day everyone in your industry is doing the same thing—oops, you just slipped down to Desired. Wait another day, and oops, you just fell to Expected. The next thing you know, you’re the cassette player of service trying to compete with the iPod. Keep your service stepping up, or find yourself lying in the dust.

How can you step up your service? Three ways. First, keep service improvement as a key focus of your business. Don’t just hit the service target; aim for one or two steps higher. Next, ask your customers what else they would like, appreciate, or value. What are you not yet doing that they would love you for if you did?

Finally, benchmark your competition and those outside your industry. What’s new in one arena soon finds its way to others.

Ron Kaufman is coming  for a day of Service leadership workshop in  Dubai. Book your tickets now -

Source – [Ron Kaufman]