Little Things That Matter

Learn From The Past, Live The Present and Have An Open Mind to Face Tomorrow

Top Ten Ways to Stand Out In Sales and From Competition

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Photo Credits : Lalita Raman

“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages” – Henry Ford

Every time a customer comes into contact with any aspect of your business, they have an opportunity to form an impression about you, your brand and business.

How do you keep your customers engaged and loyal?

David Brooks, the New York Times columnist in his op-ed column dated February 3, 2014 What Machines Can’t Do states tha “We’re clearly heading into an age of brilliant technology. Computers are already impressively good at guiding driverless cars and beating humans at chess and Jeopardy. As Erik Brynjolfsson and Andrew McAfee of the Massachusetts Institute of Technology point out in their book The Second Machine Age, computers are increasingly going to be able to perform important parts of even mostly cognitive jobs, like picking stocks, diagnosing diseases and granting parole.”….

He asks “But what human skills will be more valuable?”

We are in an age where there is an overload of access to and availability of information and the attention spans are becoming shorter. Customer engagement has become even more important and thus the necessity to understand the customer’s perspectives and to add value to the buying process.

Is customer loyalty important to your business?

Are you wondering how you can increase your customer loyalty through engagement? Click To Tweet

A human skill that cannot be replaced by machines or computers is Care Click To Tweet

In order to develop relationships with your customers that result in repeat business, referrals and valued relationships, customer care is essential and here are some counter-intuitive insights.   For FULL POST REFER LINK

For one on one coaching, speaking, training, workshops and speaking please contact me.

Are You A Heart Based Salesperson ?

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Would you like dealing with a person or an organization where your interest is to deal in Equities and they turn a blind eye to your needs and insist on offering you Fixed Income products?

Or let’s say you are looking for a mode of investment for a period of six months without loss of principal and returns no less than 5% p.a. Would you like to be serviced by a sales person who is fixated about selling you something for 12 months?

Does pricey always mean value? The same dynamics of value creation can be extended to a sales role in any industry. In every sale, in every field if you have no real intention of creating value for your customer, then you aren’t selling. In selling and marketing you need to lead with your value and not your rates. You need to make it meaningful in that you create a better outcome for your clients.

There’s no free lunch in this world, thus there is a price for everything you want. Just make sure the price you pay is worth the value you get.

Typically a sales person is greeted with disdain. I know many people who picturize a sales person as a used-car salesmen, someone who is desperate to make a sale, harasses you endlessly, makes promises but rarely delivers and wants to con you into buying something and yet when it comes to after sales service the person is Missing In Action.

The most essential skill that each of us need to have, no matter what we are engaged in, is Selling or Marketing yourself. The one skill that everyone needs and yet no college really teaches is ‘selling’.

You are the CEO of your personal brand and unless you market yourself and develop the soft skills, no one will know about you. No matter what you do or are, you are engaged in selling. Selling your idea, your brand, your service, your product, or various aspects of your business.

I have never understood why people consider someone to be a good sales person if they have managed to make a sale along the lines of “Selling Ice To Eskimos”.  Are you wondering why ?

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Titles Don’t Matter-10 Keys To “Good For Soul”

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“The simple act of paying positive attention to people has a great deal to do with productivity” Tom Peters

Have you met Jerry ?

1. I’m always right. I don’t care what it takes or how much work it is. This is the way I see it and no matter what, make it happen in the next hour.Have you met Jerry?

2. Your behavior at or outside work or in Social media is one of “A Narcissist”.

3. You think you know it all and never have an open mind to learn.

4. You’ve decided with senior management that your team targets are going to increase by 30% and promised to over deliver. You have not bothered to consult your team?

5. You think you never make mistakes and don’t ever bother asking others how are you?

6. You are good at striking conversations with strangers but every relationship is one to hook, use and trash.

7. You are convinced that you are the most intellectual and anyone who challenges your line of thinking is made to shut up. You alienate whoever questions you.

8. You think you are reminding people of their accountability and responsibility when all you do is to humiliate them with your sarcasm.

9. You are part of the system and you have never made any effort to be different or change and yet you criticize all, day in day out.

10. You think you are unique and God’s gift to the Universe, though all you are is a jerk. You think none of the above applies to you.

How many of you have had this individual either at your work place or among your acquaintances? 

How many times do people in influential positions misuse the same by bullying and belittling either their team and their social circle ? 

How many people just because of the position they are in think they can demand respect ? 

Whilst there is nothing wrong in being direct and honest, by no means the delivery of the statements or the tone in which it is delivered needs to be rude or sarcastic. People skills is one about being able to connect, engage and treat others with respect and empathy.

What are the keys to People Skills?

1. Be a friend before expecting others to be friendly

2. That either we control our attitude or it controls us. Choose the right one

3. We are a result of our choices and we need to deal with the choices we have made. Negativity and emotional trauma arises when we get into the blaming game for all our misfortunes

4. We do get angry, recognize it, overcome it and do not use anger to be cruel

5. We need to value ourselves and should not allow ourselves to be trampled on. But valuing yourself doesn’t mean insulting others

6. Each of us have our own strengths and we should build and use them to lead with integrity, trust and character

7. Each of us have our own weaknesses and we should marginalize our limitations to move forward

8. That we are responsible for what we do, no matter how we feel

9. We are human and love to be acknowledged, encouraged and appreciated. Being an introvert or shy is no excuse for not telling someone ‘You Matter’

10. None of us are perfect and can teach and learn something each day

Each of us have our purpose. Just because you are the boss, you have no right to stomp on others feelings and values. As far as people like Jerry are concerned one can attempt to unlock the barriers of communication that may exist or be a friend to listen.

Titles don’t determine your value. In the end, you need to remember just because you think you are successful, you have no right to put out someone else’s light and efforts.

Life is a journey of roller coasters and challenges you to be the best YOU can be. Each challenge, be it big or small, is an opportunity for you to make the choice to shift your perspective and view it through the eyes of positivity and hope.

Character is higher than intellect. A great soul will be strong to live as well as think. Ralph Waldo Emerson 

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Top 5 Uses of “Powerful Questions”

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Understanding a question is half an answer – Socrates

How many times have you been confronted, during a presentation or at a meeting, with a question? A question that has made you think, engage you and pull you back into the conversation or dialogue where you might have lost focus.

In all forms of communication, one’s impact is most effective when we pay attention to the receipt of our influence.  Questions, in my view, allows one to listen and interject at the relevant time and get the other party engaged and excited about the conversation or the subject being discussed. In the relevant context, a question constructed and asked properly acts as a catalyst. Questioning skills deserve much more attention than they usually get.

Any question is relevant if asked in the right context and enables you to determine if you can continue to push forward, pull back or change your style.  The most important part of questions is that it should assist in keeping the parties in a dialogue engaged and enable you to influence someone’s behavior or thinking, latter especially useful in negotiations, coaching and mentoring.

Bottom line, questions enables you to think, create and enhance trust and strengthens communication amongst a team, and between two people.  Managers instead of telling one of their subordinates to get something done and not seeing results might do well by asking the right questions. Try it, and the results will amaze you.

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Customer Service Excellence – 11 Key Questions

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Value Added Service

You decide to go to a restaurant with some friends for dinner. This restaurant prides itself in impeccable customer service, excellent delicacies, a new menu every week and the freshness of the dishes they serve. You look at the menu and decide on some dishes. You have some diet restrictions and request of the restaurant manager to serve you a salad without some items.  The restaurant manager refuses and tells you that the dishes have to be ordered as they are.  This is an expensive restaurant and you are not pleased and swear never to go back. On the other hand, now imagine a restaurant where the menu is simple, has limited variety but again prides itself in almost similar qualities as the first. However they are willing to be flexible and in terms of price is almost equally priced as the first one.

  • Which one would you go back to
  • Where do you see a value added service
  • Where do you think the price is justified
  • Who is actually walking the talk
Does pricey always mean value? The same dynamics of value creation can be extended to a sales role in any industry. In every sale, in every field if you have no real intention of creating value for your customer, then you aren’t selling. In selling and marketing you need to lead with your value and not your rates. You need to make it meaningful in that you create a better outcome for your clients.
When you say you add value to your clients in any organization it would imply adding value from an operational, functional view, and results in adding wealth to the overall business goal and this goal is in alignment with what your client needs. Are you listening to where you can add value for clients when you ask of a new client as to how they would like to be serviced?

There is a school of thought that most things are commoditized and yes over time if you don’t create your niche or add value, it’s easy to be a price taker than price maker. However everything can be differentiated, personalized, and there are opportunities to value price your services. The key is Customer Service Excellence (CSE) and all that goes with that. Developing CSE is an intangible, intellectual resource. You can take your clients as far you have gone yourself. They are probably looking for their better selves in you. YOU thus need to have that Edge. You need to create that value and walk your talk that you create value worth paying for.

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