Blogs & Tips to Help Your Business.

 This Week's Top Tip
Continuous Improvement is also about people & particularly people in sales & customer services

Continuous improvement is not just about lean manufacturing practices nor is it a goal; As we have said previously it is a methodology to achieve goals by improving processes, products or services to improve cost reductions and add value.

It is also about people and particularly people in sales and customer service roles.

Henry Ford said “Whether you think you can, or you think you can't-you're right.”

Or this could be interpreted as “We limit ourselves by our own preconceptions of what we believe is possible” – this is particularly true in sales. How often have we heard sales people say “I had a fantastic day today” and then, when asked by a colleague or manager “How will you do tomorrow?” respond with “probably not as well as today, because today was really too good”. If you believe that tomorrow can be even better and you believe in yourself and have the ambition, will, knowledge and skills to continue to improve - it will. 

Top Tip 22/4/2014 Introducing price too early into the conversation is fraught with difficulties! 

Introducing price too early into the conversation is fraught with difficulties; it can be an easy way for a buyer to say no when the cost of the product/service is known without the value being understood. It is also setting a maximum price even if words such as “this is only a guide” or “don’t hold me to this” are used to preface the price as only the price and not the words will be remembered by the buyer when you are trying to close the sale at maybe a higher price because of quantities or availability etc. So resist talking price until you are aware of all the factors that could influence and determine your quote or proposal.

Top Tip 15/4/2014 Continuous improvement is not a goal! Continuous improvement is not a goal; it is a methodology to achieve goals by improving processes, people, products or services to improve cost reductions and add value. Businesses and Organisations which embed and practice continuous improvement as an ethos aspire to be the best in their sector, involving all employees, to stand apart from their competitors, not by going the extra mile but by taking many extra steps. It is an ongoing process and it never stops. So start now and keep improving!

Top Tip 9/4/2014 Using Voicemail to Engage with Decision Makers: Love them or hate them. 70% of calls to prospect customers go to voicemail. Don't waste the opportunity. Prepare a series of 4 or 5 separate powerful messages highlighting the benefits of your products or services to leave when your call is diverted to voicemail. These messages should stand alone or build, over time, a compelling reason for the Decision Maker to return your call. You have nothing to lose and everything to gain.

Exhibition Leads - Top Tips to Improve Lead to Sales Conversions June 2013

I was talking with an exhibition stand contractor the other day and I couldn't believe it when he told me that on several occasions over the years, when breaking down.....

Events & Exhibitions - An opportunity to give great Customer Experience! June 2013

This is your chance to showcase your business so communicate your objectives to your team. Brief them at the start of each day about:-
The products/services on display
What information they need to capture from visitors....

Are soft skills really essential to business success? 11 April 2012

Why are ‘soft skills’ – communication, building rapport, questioning & listening skills etc. - seen as nice to have and non essential when they are in fact....

Fuel Shortages Contingency Planning - Part of the Customer Experience  29 March 2012

Do you remember the fuel shortage in 2000 when lorry drivers and farmers blockaded oil facilities and caused widespread disruption? The country almost ground to a halt. Businesses experienced problems of one sort or another including........

Is the data on your company smart phone protected? 12 January 2012

We are all aware of the need to keep data on PC's and laptop computers protected , but are your company smart phones and tablets secure and can you guarantee that if lost or stolen the data cannot fall into the wrong hands?.....

Managing Customer Experience 1 December 2011

Customer Experience Management

The ability to build business by gaining and retaining customers - consumers, end users, retailers, distributors or wholesalers - is often the greatest challenge for both new and established companies. Successful businesses understand that every time there is an opportunity to interact with a customer there is a chance to win new business.......

Winter Contingency Planning - Part of the Customer Experience9 November 2011

Where has 2011 gone? Do you remember December 2010? The country almost ground to a halt with snow covering most of the UK.

A YouGov Omnibus SME survey, which found that 37 per cent of small businesses said they had experienced "weather-related problems of some sort" and that 34 per cent of staff had difficulties getting to work.

Among the recommendations were ensuring......

Telephone Contact - The Real 1st Impression October 2011

Many great articles have appeared over the years dealing with telesales and customer service and we all know that new sales and customer retention is essential for companies to survive and prosper in today’s competitive market.

Today I want to explore the use of the telephone in business and how its use in your business can have a beneficial or negative outcome on your business.......