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Written by Administrator
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Monday, 27 October 2008 12:05 |
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 Today's Message: As good as you are, and as much as there is to do, you just can't do it all. Prioritize. Pick one. Do it. Pick another "one."
I just returned from a week at sea facilitating a national sales meeting. It was truly FANTASTIC. NCL's PEARL is one beautiful experience. Notice I did not say "ship, boat, skiff or floating resort." I said "EXPERIENCE." If you have cruising in your 2009 BUCKET LIST, then you might want to think "Pearl." You won't be sorry.
On this particular "gig," I was joined by my good friend, cohort, competitor and web-partner, Nolan Burris. www.themikeandnolanshow.com. If you asked Nolan, he would say that "he" was joined by me.(Tomato, toy-mah-toe.)
We gave the group much to think about. Preferred suppliers gave them oodles of information. Headquarters gave them lots to ponder. The really cool thing was that through it all, the energy level was as high as one could ever want. Much higher than expected by me I must admit. Economy or no economy, these people where "happening." Not knowing it, they were motivating me. They all went home with tons of good stuff ... but...It will be an exercise in futility if they tried to do something about "everything." They can't. They won't. And they shouldn't. What they need to do, should do and must do ... is prioritize all they have learned. Chart it. Examine it. Think about it. And then do one thing. Then, and only then, should they tackle item Save #2. And so it is with you my Friends and Readers. Today is Monday and you have another full week of fun, activity, to-do's, phone calls, follow ups etc. in front of you and you already have had 35 items written on your "to-do-lists" by 9 am this morning.You want to do them all. But will you? Can you? I'll remind you what you can do: You can do one of them. Then the next. Then the next. Simplistic, but true as the Mets taking gas two years in a row. Make this a great week, no ... the best week of the year to date, by doing one important thing ... one at a time. That being said, you know the drill by now. Get out there and make more people glad they know you. Mike Marchev PS. The 2009 Mentor Program will be re-titled, reframed, and reorganized as The Spinnaker Club.For an explanation of what it is, why the name and who should be interested in joining me for six months of coaching and sales motivation, shoot me an email by simply clicking on the following link.
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Written by Administrator
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Friday, 24 October 2008 17:30 |
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 5 Techniques you can implement today to increase sales tomorrow
By Sam Palazzolo In business, nothing matters more than selling your products or services. It doesn’t matter how educated your recent hires are, or how cool your Web site is or how great your products or services are if your company doesn’t have the ability to sell. And then when sales do occur, it’s as if they are an unquenchable thirst or an insatiable appetite – you constantly want more; your achievements never seem to be enough! So if you’ve got sales “hunger pains” (and who doesn’t?) here are five techniques you can implement to get more sales today! Technique #1 – Give It Away! – Yeah, that’s right, give it away! No, not the farm … your experience. Right now your customers are concerned about where they are and how they’re going to get back to level ground! And your products or services can perform better than others in the current economy, right? Well let your customers know, and let them know right now! Offer your experience as the differentiator amongst your competition and you’ll rise to the top. Your current customers will love you more (they do love you, right?) and they’ll receive even more value from the product or service you provide. Information is like fish: If you sit on it for a few days, it will not get better with age! This leads us to our next technique… Technique #2 – Get Referrals – Nothing is such sweet music to a salesperson’s ears as is the soothing sound of a phone ringing from a referral. Why? Because referred customers are nearly 80 percent sold on you already, thanks to your current customer base. Converting them the remaining 20 percent of the way is a no-brainer. However, most salespeople rarely get this opportunity because they never take the time to buckle-back to their current customer base and ask for the referral. Now, there is something inherently exciting about the hunt and chase associated with going after new clients, but it’s way too hard! Contact those people you’re already doing business with (technique #1 provides a golden opportunity) and up your level of service to them. Once you have, ask them who you might be able to contact that would enjoy a similar level of service! Done…simple! Which leads us to Technique #3… Technique #3 – Introduce Yourself with Influence – The first step to meeting a new client, either face-to-face or over the phone, is an introduction. The way you’ve introduced yourself in the past won’t work anymore! It just won’t. Can you imagine your prospective client answering their phone and hearing “Hello, Ms. Jones, this is John Doe calling from Company XYZ, how are you today? Did I catch you at a great time?” First of all, they probably have gatekeepers answering the phone! But if they do answer the phone, you’re going to have to be a lot stronger than the typical, “How are you...Great time?” salesperson. You’re going to have to introduce yourself as an expert. How? You don’t have 30 seconds to rattle off your resume and talk about all the degrees and certifications you’ve got plastered on the walls in your office! You’ve actually got just two seconds! Immediately introduce yourself and say who referred you:“Hello, Ms. Jones, this is Sam Palazzolo. Jane Doe recommended that I give you a call and here’s why.” This is much better, and straight to the point of why you are calling. Whether your prospect woke up on the wrong side of the bed that day, or happened to be late to an important meeting, he or she is going to want to know why Jane suggested you to call them. Notice you should not say your company name or title …Why not? Simple answer … they don’t care! It just gets in the way right now. There will be plenty of time to tell them where you work later. Which leads us to Technique #4… Technique #4 – Know Thy Stuff – If you are going to tee yourself up with the line “…referred me and here’s why…” the next information out of your mouth had better be the good stuff! What’s the good stuff? It’s the merits of why this person would want to do business with you: “Our service drives 500 percent improvement in productivity … You’ll decrease your turnover rate by 300 percent ... One of our clients attained a 3x revenue improvement …” Rank order your merits regarding why the customer should do business with you versus your competition and know each one in order of “important” to “majorly important!” Which leads us to Technique #5… Technique #5 – Perfect Practice Makes Perfect – There’s that romantic notion that you can get in front of a customer and “fake it ‘til you make it” … wrong! There’s a simple recipe as to why people succeed; work hard + work smart! Here’s your opportunity to do both. As discussed above, practice the merits of your argument both backwards and forwards, and know them inside and out! When you present them to a prospective client, start with the “important” items and work towards the “majorly important” ones. But before you communicate the most important merit that drives the most return on investment (ROI) for your prospect, do something that no one else will do. You know the negatives of doing business with your company, right? Maybe you’re very expensive, have slow production cycles or shipping cycles, or perhaps it’s the cost of your product or service. If it has lost you a sale in the past, it’s a negative. Now, right before you give your customers the biggest merit for doing business with you, tell them that negative. What?!? That’s right, rattle off the positive merits of doing business with you versus someone else and then right before you tell them the biggest advantage of all, tell them a negative merit! This is something advertisers discovered years ago which will make you an instant authority. You will gain incredible ground in the “trustworthy and credibility” areas. In a matter of seconds you can accomplish what would otherwise take you weeks, months or years! Regardless of how you’ve performed when “selling” in past, these five sales techniques will provide you with more influence to achieve more success and feed that sales hunger. After all, nothing else matters! Got Influence? You’re either an “InfluencerR” or you’re being “InfluenceD”! Take the “Influential Leader Inventory” at www.GotInfluence.com and see where you rank against other leaders who have the “Influential Edge”! Sam Palazzolo is the author of “The Influential Leader: 10 Critical Skills You MUST Possess For Success.” As President and Chief Influence Officer at Pathos Leadership Group LLC, Sam conducts Influential Keynotes, Workshops, Webinars, and one-on-one Coaching. Discover more at www.PathosLeadershipGroup.com, e-mail
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or call 817-605-1942.
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Written by Seymour Groups
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Monday, 13 October 2008 10:37 |
Having experienced just about every bounce known to man when traveling 35,000 feet above the ground, there seldom is a time when my eyes lift from the pages of my in-flight reading material. In addition to having flown since the early fifties, I am a card-carrying private pilot and that, in and of itself, has introduced me to a few uncalculated bounces and near misses along my flight path.
From time to time, I experience a NEW bounce with which I immediately seek (1) solace or (2) reason to panic from the people who have experienced more bounces than I have --- your friendly or not-so friendly flight attendants. If they are remaining cool while hawking their sodas and bags of peanuts, I too remain cool and collected. It is when they can't be found because they are already tucked safely up in the over-head compartments saying their Rosaries, I loosen my tie and begin to sweat profusely while shouting obscenities at no one in particular. (This has not happened to date I am pleased to say.)
In other words, when times get rough, all eyes are on the leaders while taking behavioral cues directly. And so it is with you in times of economic turbulence. Those not as experienced in such things cast their eyes and take their cues form their leaders. With your business, that means YOU.
If you look as if you have the whole thing under control, I remain cool. If the whites of your eyes are overtaking your baby blues, I give myself the authority and green light to begin panicking.
So Mr. and Mrs. Leader, there you have it. What signals are you giving your troops during these days of economic uncertainty? What are you telling your people without having to utter a single word? What is your body language inferring? Are you the type of person I want to hitch my wagon to in times of crisis? I certainly hope so. Not to overly simplify this mess, but it is what it is. The times are what they are. All the whining, and water cooler opinions won't do much to change the situation. You will continue to live until you die and you heard that from me. The question remains: How are you going to choose to live?
No truer words have been spoken when I say, "This too shall pass." If I'm wrong, I've been wrong before.
Have a great week and try to find some fun in the turmoil.
Mike Marchev
PS. As you know, Nolan Burris and I are collaborating with a new radio program. Part of the show deals with answering questions from our listeners. Please take a moment to email us a question or two for the show. Any business-related question is fair play. Thanks for your help.
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Written by Administrator
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Wednesday, 08 October 2008 16:24 |
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 We all start to hum and tap our feet to the Beach Boy’s paean to teenage angst and dreams. But, we in the industry share the same emotions, whether we are in Lodging, Restaurants, Attractions, Recreation or Retail. We aim to meet Guest/Visitor expectations, exceed usual Customer Satisfaction indices, frame an overall Experience which is memorable and make some money while we are at it.
Our landscape has changed dramatically. Consumer demands are volatile, our economy shudders daily, the price of food and energy rockets, our labor force is constricted and dwindling, standards run amok – the cost of doing business becomes a very shaky affair. In Oregon, the Tourism Commission tackled many of these issues head-on; they created the Q Care Program. We run an honest, proud business. Our Brand tells our story. It is an authentic, passionate description of what we are and what we do. We know we operate in the Experience Economy with the Consumer very much in control. The common denominator and differentiator is Service – how we deliver on our promise. We know what we want, but how do you instill and “enculturate” your staff to make this happen consistently, not only in our own business but also in our community. One poor Service Experience by a Visitor or Guest eradicates our best efforts, for, nowadays, bad news travels quickly. Q Care addresses this need for Hospitality Standards, effectively describing the ramifications of poor service and demonstrating how to rectify and improve that Service Delivery. How we struggle, particularly the independents, to staff up for our season or year. Many of us focus on the younger generation, or folks from “away”, or people new to the industry. Many of us are thrilled just with warm bodies. This is a different crowd and manpower source from years ago. They have different needs, different means to communicate and variable levels of learning. The Q Care Program is delivered on-line, interactive, easy to follow, directed by prompts, questions, review and acknowledgement of success. The Program is easy to use, generation friendly and will change behaviors and, therefore, actions and responses from a changing Labor Pool. The last bastion of excuses is typically costs and resources. There is no time for training; we are too busy. I cannot afford workshops and seminars. I do not have the facilities, supplies or personnel to provide the instruction. Well, Q Care is free, and all you need is a computer. Wow, a State sponsored Tourism and Hospitality Program, supported by State Associations such as Lodging, Restaurants and CVB’s, open to all State businesses and their personnel, easily delivered and at no cost. Does it raise the Hospitality Bar? You bet! The State of Oregon Tourism Commission has stepped audaciously to the center of the Hospitality stage, commendably addressing the piece of the Destination Development package that most never connect – understanding that each and every player in their State - in their cities and hamlets, in their hotels, restaurants and attractions, and retail operations - have a role and responsibility in successful Oregon Tourism. Some might call this synergy of the parties; they call it the “Q Care Program”, and it revolves around Service. As CEO Todd Davidson of Travel Oregon notes, “Delivery on the promise is the mantra here.” www.oregonqcare.com Oregon is very fortunate. They do not have to burnish a faded reputation, or build something from scratch or reconstruct from memory. They have known treasures – their seacoast, forests, recreation, lively cities, gracious and accommodating residents. They are already a Destination of Choice! But, along with the laurels comes further accountability and responsibility. Standing still spells gradual demise, for the marketplace dynamic drives continual improvement and excellence. Oregon understands this, and the “Q Care program” delivers on the Visitor Expectation. We look to our Tourism and Hospitality Leaders for the vision, and the Oregon Tourism Commission, through the “Q Care Program”, has determined a manner to “enculturate” all the stakeholders by establishing reasonable standards for all Hospitality sectors, educating the broadest audience through free, Internet connections, and answering the “Whys”, the “Wherefores” and, most importantly, the “What’s in it for ‘me’s’”. Whether you are a proprietor or pot washer, hostess or hot dog vendor, ticket taker or waitress, front desk agent or fishing guide, you are an integral part of that synergy for a successful Oregon Hospitality ethos. Travel Oregon collaborated with Eric Aebi and Peter Starks of the Red Global Group, LLC to create aspirational yet common sense training modules. The behavioral vignettes deal with those everyday “transactions” which either make or break an otherwise memorable Experience. These are situations we all relate to, and one misstep colors our perceptions and ultimately, our opinions and memories. The Producers adroitly explored the simplicity of asking for directions, the rude Front Office Clerk, the inattentive Food Server, and other encounters, which are familiar to anyone who travels. Their narrator describes the reaction of our Guest and then cogently relates how the situation might have been better handled. This is not simply a tell, show, do, review, for the actors skillfully deliver a nuanced performance we all recognize. The modules bring it right home, demonstrating that service, attitude, attention and sincerity make the difference. Travel Oregon is leading the way with the Q Care Program. By investing in this initiative, they have elevated the Hospitality Experience. All State players can participate, skills are enhanced, service distinguished, and memories are made. Well done, and, yes, it is nice! - - - - - - - - - - - - Mr. Hendrie is a keen observer of trends and results in the realm of Travel and Hospitality. He believes that Remarkable Hospitality is the portal to the Memorable Experience. Seek solutions at: www.hospitalityperformance.com
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On behalf of the entire travel community, I extend congratulations to Senator Obama in being elected to serve as the 44th President of the United States. With a new administration and dozens of new Members of Congress, we look forward to working with our policy leaders to address two of the most daunting challenges facing America today: improving the U.S. economy and strengthening America's image around the world.
