These three words were used to describe what was missing in a local government decision that was made that made many people very angry. If these three words were/ingrained in how leaders operate, challenges would be discussed openly and solutions found more often. Yet most companies ignore the significance of communication, transparency and accountability. The leaders assume that all is OK and everyone understands how I operate and agree with what I do and say. This is not the case, consequently lots of back stabbing, working in fear, unproductive, wasted time with people talking about the problems and disfunction of an organization. How can this change?
Awareness of the importance of dialog, open communication (transparency) and holding people accountable including the leaders themselves in doing what needs to be done for the good of the company and the clients/customers. Being open to listening to the people to hear new ideas, give their opinions of the impact of a decision, empowering the people to be more engaged in the work process and the culture of the company are key to the success of an organization.
Question to contemplate: "What is your definition of open communication and how important is it in how you conduct your business?"
Sunday, May 30, 2010
Monday, May 24, 2010
Character Strengths
So I took a strengths test last week (I have taken about six different ones). My top strength is "Gratitude" which is what I am going to talk about here. I say an affirmation every morning - " I live in gratitude for the many gifts that come my way as the day unfolds". I then proceed to say with conviction - "thank you" ten times. You would be surprised at the little things that pop up during the day that work in my favor and I always follow them with "thank you". Making it across the bridge before they close it; finding the right parking space; being someplace on time when I was so concerned I was going to be late; traveling on I-95 and not being delayed by stopped traffic. The big ones - appreciating my loving family and friends; my good health, positive outlook on life, where I live, being a US citizen; bringing value to my clients are just some of things I am grateful for.
Oprah got me motivated in 1994 to start writing down five things I am grateful for in a gratitude journal. I have practiced this for 16 years and each day is always different in some way. Doing this exercise has made me very aware of all the gifts around me.
What has happened to you in the past hour that you can say "thank you" for? My wish is that you become more aware of the little things that make life a bit easier in the direction of happiness.
Oprah got me motivated in 1994 to start writing down five things I am grateful for in a gratitude journal. I have practiced this for 16 years and each day is always different in some way. Doing this exercise has made me very aware of all the gifts around me.
What has happened to you in the past hour that you can say "thank you" for? My wish is that you become more aware of the little things that make life a bit easier in the direction of happiness.
Sunday, May 16, 2010
Top 10 Sales Tips
Since my coaching focus is on guiding business owners and sales professionals to increase their revenue and be happy in the process. I thought I would share 10 tips for more improved business development and retention of favorite clients.
1. You have to really believe in what you are selling - be passionate about it but don't be pushy.
2. Selling and Business Development is about Relationships. Got to connect with the other person, build trust, respect and really listen to what is being said.
3. It's all about the client/customer prospect. You have to find out where there is a need and a pain point before you start trying to sell what you offer. Worst mistake a sales person can do is immediately talk about what you offer when you don't know what they need.
4. Ask lots of open ended questions and really listen to what is being said. The art of listening separates good sales people from great sales people.
5. Present the benefits of your service/product to what they need. You will have heard this if you were listening.
6. After you have heard their story and you have presented the benefits of working with you, ask for the business. Many people don't feel comfortable asking for the business before they leave the meeting. You can create simple sentences or questions around this. Needs to be genuine, not pushy and be confident in your ability as you ask this. Doing this critical step will increase your success rate.
7. Follow up, follow up, follow up - always check back in, as soon as you leave the meeting (within 24-hours). And, if you say you will contact the person in the future, give them a date and do it. Never commit to an action and then forget to do it. If you don't get a commitment from them, set up a follow up system (I usually do this 30-45 days). Sometimes commitment won't happen until you have communicated with them seven times. If they really aren't interested, hear this and walk away and be OK with that. Not everyone will want to do business with you.
8. Be comfortable and believe in yourself when you are pricing your service/product. There may be times when you can be creative with packaging pricing, offering discounts, etc. But for the sake of getting the business, don't sell yourself short and feel uncomfortable with offering your services for less than what you are worth as this is not good business. If you are good, there are people out there in the business arena who will pay for it.
8. When the business comes in, be on top of it making sure delivery is exceptional. Having a comfortable, transparent dialog with this new client/customers is important going forward. You want them to feel that they can come to you with questions, concerns and you vice versa.
9. Show appreciation for these new clients, thanking them for doing business with you and check back in periodically to see how they are doing.
10. 80% of your business is going to come from 20% of your clients. New services and products should be offered to existing clients so get creative and be open to change. Fire those clients who are super high-maintenance and taking more of your time for less business. Ask yourself, "is this client a good fit for my business model?"
We are living and working in a world of constant change. Be flexible, transparent and continually educate yourself on what the newest trends are. We are now a world of multi-generations with different drivers on what is needed and wanted. Be aware of this and you will be more successful and less stressed.
1. You have to really believe in what you are selling - be passionate about it but don't be pushy.
2. Selling and Business Development is about Relationships. Got to connect with the other person, build trust, respect and really listen to what is being said.
3. It's all about the client/customer prospect. You have to find out where there is a need and a pain point before you start trying to sell what you offer. Worst mistake a sales person can do is immediately talk about what you offer when you don't know what they need.
4. Ask lots of open ended questions and really listen to what is being said. The art of listening separates good sales people from great sales people.
5. Present the benefits of your service/product to what they need. You will have heard this if you were listening.
6. After you have heard their story and you have presented the benefits of working with you, ask for the business. Many people don't feel comfortable asking for the business before they leave the meeting. You can create simple sentences or questions around this. Needs to be genuine, not pushy and be confident in your ability as you ask this. Doing this critical step will increase your success rate.
7. Follow up, follow up, follow up - always check back in, as soon as you leave the meeting (within 24-hours). And, if you say you will contact the person in the future, give them a date and do it. Never commit to an action and then forget to do it. If you don't get a commitment from them, set up a follow up system (I usually do this 30-45 days). Sometimes commitment won't happen until you have communicated with them seven times. If they really aren't interested, hear this and walk away and be OK with that. Not everyone will want to do business with you.
8. Be comfortable and believe in yourself when you are pricing your service/product. There may be times when you can be creative with packaging pricing, offering discounts, etc. But for the sake of getting the business, don't sell yourself short and feel uncomfortable with offering your services for less than what you are worth as this is not good business. If you are good, there are people out there in the business arena who will pay for it.
8. When the business comes in, be on top of it making sure delivery is exceptional. Having a comfortable, transparent dialog with this new client/customers is important going forward. You want them to feel that they can come to you with questions, concerns and you vice versa.
9. Show appreciation for these new clients, thanking them for doing business with you and check back in periodically to see how they are doing.
10. 80% of your business is going to come from 20% of your clients. New services and products should be offered to existing clients so get creative and be open to change. Fire those clients who are super high-maintenance and taking more of your time for less business. Ask yourself, "is this client a good fit for my business model?"
We are living and working in a world of constant change. Be flexible, transparent and continually educate yourself on what the newest trends are. We are now a world of multi-generations with different drivers on what is needed and wanted. Be aware of this and you will be more successful and less stressed.
Tuesday, May 11, 2010
Dealing with Conflict
Great book - "Crucial Confrontations" by several authors including Kerry Patterson. The focus of the book is on tools for resolving broken promises, violated expectations and bad behavior. I recommend this book for managers to read. Here is what I gleaned from the book to share:
- If there is a confrontation, a face to face meeting/discussion is imperative. When this is handled well, the problem gets resolved and the relationship can get back on track. Most people just don't do this and either walk away and hold the anger and resentment.
- A good practice to step back and think about what you are going to say about anything so you become the master of your stories. Practice working on your conversation/story, your feelings and thoughts.
- When there is enough safety, you can talk to almost anyone about almost anything including unexpected situations that show up. It's that stepping back, breathing and thinking about what you are going to say before you speak.
- If you feel the other person is going to be offended or defensive to what you are going to say, before you say anything else, prepare the conversation by explaining what you don't and do mean" At the end of the conversation, ask a question around what they heard.
- When the other person isn't motivated, it our job to be motivating. Talk about the natural consequences. When someone wants to know, explain what needs to be done and why. Try to find consequences that matter to the other person. Finish the conversation by determining who is going to be doing what and when.
- When there is ability issues, talk about turning around impossible tasks to possible making it easy. Together explore causes of problem and empower others by allowing them to be part of the solution. Ask them for their ideas. If they can't find solutions, work on them together including your view. When you find a solution, ask if they do what's required?
- We must stay focused and flexible. If fear shows up, we have to make a safe space and breaking down
the fear, what it means, what is the worst thing that can happen, etc.
- Once a plan has been created, we have to agree on an action and follow-up. If you don't do this, you have wasted time and plans fall through the cracks. To end well, create a plan that spells out who is doing what and when and making sure everyone is clear on what needs to be done. Ask for any questions. Depending on the skill level of the person you are in dialog with, their history with your company will tell you how often you will need to follow up. And most importantly, FOLLOW UP.
The book talks about 12 "Yeah Buts" scenarios that are a must read.
- If there is a confrontation, a face to face meeting/discussion is imperative. When this is handled well, the problem gets resolved and the relationship can get back on track. Most people just don't do this and either walk away and hold the anger and resentment.
- A good practice to step back and think about what you are going to say about anything so you become the master of your stories. Practice working on your conversation/story, your feelings and thoughts.
- When there is enough safety, you can talk to almost anyone about almost anything including unexpected situations that show up. It's that stepping back, breathing and thinking about what you are going to say before you speak.
- If you feel the other person is going to be offended or defensive to what you are going to say, before you say anything else, prepare the conversation by explaining what you don't and do mean" At the end of the conversation, ask a question around what they heard.
- When the other person isn't motivated, it our job to be motivating. Talk about the natural consequences. When someone wants to know, explain what needs to be done and why. Try to find consequences that matter to the other person. Finish the conversation by determining who is going to be doing what and when.
- When there is ability issues, talk about turning around impossible tasks to possible making it easy. Together explore causes of problem and empower others by allowing them to be part of the solution. Ask them for their ideas. If they can't find solutions, work on them together including your view. When you find a solution, ask if they do what's required?
- We must stay focused and flexible. If fear shows up, we have to make a safe space and breaking down
the fear, what it means, what is the worst thing that can happen, etc.
- Once a plan has been created, we have to agree on an action and follow-up. If you don't do this, you have wasted time and plans fall through the cracks. To end well, create a plan that spells out who is doing what and when and making sure everyone is clear on what needs to be done. Ask for any questions. Depending on the skill level of the person you are in dialog with, their history with your company will tell you how often you will need to follow up. And most importantly, FOLLOW UP.
The book talks about 12 "Yeah Buts" scenarios that are a must read.
Monday, May 3, 2010
Why My Ideal Client Should Choose Me?
This questions was posed to me by my successful coach as homework. I am to list three qualities about myself to answer this question. After doing some reflecting, this is what I know about myself as an engaged coach:
1. I provide a wide, safe space for my clients to be authentic, real and vulnerable. This trusted relationship creates new ideas, stepping out of the box thinking, new discoveries about what they know they can do in their future.
2. Since the agenda is the client's, I am there to be the Guide to greater possibilities - "what if" thinking and then how do you get there. I call my clients forth to be honest with themselves, facing Fear if it shows up and dismantling that fear. Nobody gets to be wrong or is judged on what is said or what shows up, consequently great freedom to be creative.
3. Listening at a very deep level allows for exposing the real reasons things are important. This includes not only the words spoken, unspoken, emotions, body language, sighing, etc. CTI coach training is based on three levels of listening which I practice everyday in whatever I am doing in my life. It's all about the client.
My purpose as a coach is to bring out the very best in my client so as they continue on their journey, they are proud of what they are accomplishing, who and what they are allowing into their lives and Being who they are or are meant to be.
1. I provide a wide, safe space for my clients to be authentic, real and vulnerable. This trusted relationship creates new ideas, stepping out of the box thinking, new discoveries about what they know they can do in their future.
2. Since the agenda is the client's, I am there to be the Guide to greater possibilities - "what if" thinking and then how do you get there. I call my clients forth to be honest with themselves, facing Fear if it shows up and dismantling that fear. Nobody gets to be wrong or is judged on what is said or what shows up, consequently great freedom to be creative.
3. Listening at a very deep level allows for exposing the real reasons things are important. This includes not only the words spoken, unspoken, emotions, body language, sighing, etc. CTI coach training is based on three levels of listening which I practice everyday in whatever I am doing in my life. It's all about the client.
My purpose as a coach is to bring out the very best in my client so as they continue on their journey, they are proud of what they are accomplishing, who and what they are allowing into their lives and Being who they are or are meant to be.
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