Please Feel Free to Come in and Use our Washrooms

I loved this artilce by my freind Kim Ades. Enjoy!

My daughter has a small bladder - that's just the way it is. She is still only 7 years old and invariably, each time we leave the house, we are in search of a washroom (restroom for Americans). I usually factor it in to our journey but sometimes a mother forgets. I forgot the other day. We went shopping at the ROOTS warehouse outlet in a strip mall not far from my office. ROOTS, for those of you who don't know, is a clothing store that sells t-shirts, sweatshirts, hats, and sweat pants symbolizing Canada's national identity in sports and athletics across the world. I was on a mission to buy a few gifts for some of my American friends.

With the assistance of my kids, I scoured the store for close to an hour. I chose a bunch of cool, funky t-shirts for my friends, a series of matching sweat suits for my kids, and even picked out a few things for me. My bill was easily $500. As we approached the cash, I heard the all familiar

Mom, I have to pee."
"Is it urgent?" I asked
"Yes - it's extremely urgent."

I approached the young girl standing at the cash register. "Is there a washroom that we can use?"

"No I'm sorry, we don't have a public washroom in the store."
"But my daughter is desperate."
"I'm sorry, I can't help you, we don't have a washroom in the store."
"Where is the closest washroom?"
"At Tim Hortons, in the next strip mall across the way."
"Are you telling me that when you have to use the washroom, you have to leave the store and go to Tim Horton's?"

She chose not to answer that one. Clearly they had a washroom that was not for public use. Not even in extreme circumstances. I begged, I pleaded, I was incredulous, and slowly my anger grew. I threatened to leave the store without buying a thing - they didn't care. I couldn't believe that they were ready to let a sale go because they didn't want to break the store's washroom policy.

I left the store fuming. Fuming and thinking that if I owned a retail store I would put up a sign that says "Please feel free to come in and use our washrooms." I would use it to drive traffic. In fact, I would be known for that. And as soon as they finished their business, I would offer them a pamphlet showing them the store specials or give them a food sample to keep them in the store longer. I would make them feel good about coming into the store. I would surprise and delight them and they would be happy to buy lots of stuff. And when they approached the cash, they would be greeted by the warmest, friendliest face who would go the extra mile to let them know about something else they might like to buy and call over a sales person to bring it over to them. I would turn it into an experience where they leave with a smile - one that they go home talking about.

What can you do to leave your customers feeling so good that they walk away talking about you? How can you go the extra mile? It's more than just adding value - it's adding delight. And it's training everyone in the organization to deliver delight. Think about what would delight you and factor it in. It doesn't have to be huge or wildly expensive - but it does have to leave people feeling like you truly care about them.


Kim Ades, MBA is founder and President of Opening Doors. She is launching a new coaching program called Frame of Mind, based on the principles of thought management. She is a regular contributor to a series of national real estate publications including Frog Pond Magazine, Real Estate Professional Magazine, and RISMedia's National Real Estate and Relocation Magazine.
If you would like to speak to Kim, she can be reached at kim@openingdoors.tv

A Sales No No!!!

I just hung up the phone from a call I returned to a sales rep. She had left a message on my phone a couple days ago and not knowing if this was going to be a customer or a supplier call I decided to call back. The last thing I want to do is risk losing a potential customer because I don't want to talk to a vendor. Besides really...what's the worst that could happen. I suppose I could have an experience that I need to share! And that's exactly what happened....

I called the company back and immediately received the person who called me. That's a positive thing. I introduced myself and she said, "Oh Colleen Hi!" Like she knew me - that's another good thing because I felt welcomed. Then it all fell apart.

She said....Give me a second......pause...."what is your last name?". Then she spelled it. Then there was a pause...and then.... "oh and you are with Engage Selling right?...."

And finally...."Just gimee a second here, Oh yeah, well the reason I was calling..."

She was unprepared for the call and had to look me up to find out why she called me in the first place. This is a big No No! If your system is not sophisticated enough to immediately bring up the client's file...don't leave a message. You ruin your chances to make the sale when you have to stall, locate the client file and reconfirm who they are all while they are on the phone! You may as well be saying to your prospect "why are you calling me?"

You are better off to just keep calling them back until you reach them so you can be prepared!

Dedicated to increasing your sales
Colleen

Do you have what it takes?

My friend John Dealy runs a very successful advisory council business and I receive his emails regularly. I thought this one was a great discussion of what it takes to be successful

1.They work smart and effectively.
They intention, they plan and they take action. They take time to play. They get up early, rarely complain. While expecting performance from others, they expect extraordinary performance from themselves. Repeated, high-level success starts with recognition that hard work pays off.

2. They are curious and eager to learn.
They study, ask questions, read and learn - constantly! They apply and/or take advantage of what they learn. Repeated success is not about memorizing facts, it's about being able to take information and create, build, or use it in new and resourceful ways. Successful people want to learn everything about everything!

3. They MasterMind.
They know lots of people, and they know lots of different kinds of people. They listen to, ask questions and interact with friends, neighbors, co-workers and taxi-drivers. They don't have to be 'the life of the party.' In fact many are quiet, some are shy. They have a rolodex full of people who value their friendship and return their calls. Successful people value relationships and they take advantage of the power of the MasterMind in both small conversations and larger group situations.

4. They work on themselves.
Socrates said 'Know Thyself.' Really successful people work on their personality, leadership skills, management skills, and every other detail of life. When a relationship or business deal goes sour, they learn from what happened and do better next time. Successful people don't accept flaws; they fix them!

5. They are extraordinarily creative.
Very successful people go around asking, 'Why not?' They see new combinations, possibilities, opportunities and challenges where others see problems or limitations. They ask for advice, try things out, consult experts and amateurs, and look for a better, faster, cheaper solution. Successful people create marvelous new and exciting possibilities.

6. The are self-reliant and take responsibility.
Successful people don't worry about blame. They don't waste time complaining. They make decisions and move on. Extremely successful people take the initiative, take action and accept the responsibilities for their decisions and the results.

7. They respond wisely to change.
Even in times of stress or turmoil, highly successful people keep their balance. They know the value of timing, humor, patience and being prepared. Extraordinarily successful people breathe easily, ask questions, and make quick decisions, even in a crisis.

8. They have a gift for living in the moment.
Extremely successful people know that 'Now' is the only time they can control. They have a 'gift' for looking people in the eye, listening to what is being said, enjoying a meal or fine wine, music or playing with a child. They never seem rushed, and they get a lot done! They take full advantage of every minute of each day. Successful people don't spend time; they invest it!

9. They custom design marvelous futures.
Living in the present gives them a unique ability to 'look over the horizon' and see the future. They observe trends, notice changes, see shifts, and hear the nuances that others miss. Extremely successful people live in the present, with an insightful eye on the future and build with enthusiasm!

10. They take Action!
When an investment isn't working out, they sell. When they see an opportunity, they make the call. If an important relationship is cooling down, they take time to renew it. When technology, a new competitor or a change in the economic situation requires an adjustment, they are the first and quickest to respond.

Dedicated to increasing your sales,

Colleen

Follow up to Social Networking

Interesting to note that I have had 2 previous clients, that I shamefully lost track of, find me on Facebook this week. Maybe it can be a professional and personal networking tool. Anyone ever used face book for professional networking purposes?

I believe that sales people need to be out in their market place constantly making connections who can either buy from them, or help them find new customers. The bigger your network is the more money you will make, and the more money you can help others make. Yes, its true, helping people achieve their dreams is directly tied to you achieving yours.

Any stories, good or bad you have to share about networking sites is greatly appreciated. either post it here or email us.

Dedicated to increasing your sales

Colleen

Something to Think About

According to Dan Kennedy's research we lose customers for the following reasons:

• 1% die
• 3% move
• 14% are influenced by a friend's or relative's advice and switch to their brand
• 9%leave because of a better price or product
• 14% switch du to product or service dissatisfaction
• 68% leave because they felt the sales person and company were indifferent to their needs. They feel taken for granted

Now, there is not a lot you can do about the 4% who move or die but what are you doing about the 14% who are lured away on a freinds advice? What can you do to keep clients? What can you do to get your clients to refer you to their friends and family?

What are you doing to resolve customer service issues quickly. What are you doing to prevent customer service issues from arising in the first place?

Lastly - how can you show your customers everyday that you do not take them for granted and treat them as if they are your most valuable asset (becuase they are).

I suggest you spend the time to figure out the true value of each customer. What do they spend, who do they refer, how long are they on average a client. Likely you will be amazed at how much each client is worth to you over the course of 5-10 years.

Show them you care and they will reward you with more business.

Dedicated to increasing your sales,

Colleen

Sales Success Story

I was coaching a client yesterday who implemented a great campaign based on some advice. I thought I'd share the details because it is a great lesson in how staying in touch in a fun way can yield sales results.

June 1st was Doughnut day. How could you have known? Chases Calander of event is the best source for event marketing..... so my client experimented with 15 of his top prospects. He sent them all a card wishing them a "Happy Doughnut day" and a $5 Dunkin Donuts gift card. All total the campaign cost him less than $150, and in his words, "was far less painful than making cold calls."

NOTE that he did not ask for their business or promote his products at all. In return he received 1 order for $3000 and 3 call in from prospects who would like to schedule meetings and re engage. That's not a bad ROI for a small campaign.

The key lesson here is that people love to feel special. If you can make your clients feel special, and have doing doing it you can make more sales.

- dedicated to increasing your sales
Colleen