Stevens Consulting Group

According to a recent New York Times article, Starbucks seeks to maximize the client experience with a loyalty program. This is a terrific idea and one that is long overdue. As my readers know customer loyalty programs are efficient as long as two points occur 1) clients are compelled to use the service and 2) there is ease of use or ubiquity in the process.

Exemplars of these points raised include a clients desire to frequent an establishment. Many restaurants provide a loyalty program but if a restaurant is not established in your regional area, what is a customer to do. Second, there are numerous instances where franchisees do not accept loyalty cards and certificates. A recent client of mine had won a loyalty card for a coffee house (not Starbucks) and it contained restrictions.

Further, let's face card or no card loyalty begins with the experience. What happens from the moment a client walks into an establishment until the time they leave. The issue is not the card, the coffee or the clients, it is the staff. Yes Talent! In the past when I entered a Starbuck's a smiling barista greeted me with an enthusiastic hello. They were friendly at the cashier and expeditiously got me my beverage and checked me out. If I waited because the coffee was not prepared I received a FREE cup of coffee! My impression was one of concern, commitment and collaboration. Starbuck's was the only place for me.

I do have several locations in my area that treat me as a loyal client, they know me by first name and by the time I hit the counter my drink is waiting. Yet this is not true for every Starbucks. There is little ubiquity. There are times whether a franchise or store owned when employees could care less if I were breathing. While entering one of my frequent locations, I noticed a new employee reading a training manual; she looked once at me at proceeded to ignore me pretending to read the manual. This is not loyalty this is ludicrous.

Loyalty begins with an empathetic smile and a devotion to assist the customer. Starbuck's I love you but you must begin to get talent to love me in return!

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Labels: customer loyalty, Customer Relationship, Customer Relationship Management, customer service, Customer Service Training

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Posted by Drew Stevens at 11:48 AM | Permalink | Comments

Dr. Drew Stevens who understands how to dramatically accelerate your business growth discusses some interesting techniques that assist in gaining revenue, decreasing expenses and retaining clients.

Click Here or copy this Podcast Link into your browser:
http://www.podango.com/podcast_episode/1861/56262/Split_Second_Business_Building/Business_Tips_for_Building_Client_Loyalty

Labels: cus, customer loyalty, Customer Relationship

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Posted by Drew Stevens at 6:48 PM | Permalink | Comments

Drew outlines some of the secrets to long lasting customer service. Perhaps it is not what is in your recipe but perhaps the baggage that consumers bring with them. Read on to understand a contrarian view to good customer service.

Got Customer!
Dr. Drew’s Tips When Good Consumers Do Good Things

While most if not all training organizations spin their wheels trying to identify good and bad clients perhaps it is time for a contrarian approach and depict the illustrations of a good client. In my 27 years of sales and customer service, I am finally discovering the effects of long standing clients and will explain them in the paragraphs to follow.

However, one item that requires clarification is the need for all companies to focus on customer relations. Simply put good clients, lower the cost of market acquisition and provide needed marketing hype. The tangential benefits of client relations reduce capital, improve sales and enable more profitable organizations. If you do not believe the work of this expert review the exemplars, Staples, Starbuck’s Southwest and UPS all believe that consumers are job one. Cherished consumers tell others and provide a gravitational pull to an organizations marketing success.

These are some of the items I have found most effective to good vendor/customer relations:

Recognition. One of my favorite all time mentors Dale Carnegie stated, “Be genuinely interested in other people”. There are many consumers that bring their baggage into retailers, vendors and suppliers. I walked into my physician’s office and by body language alone one can tell how agitated the patient was prior to speaking with the receptionist. Treat your vendor, as you want to be treated.

Stop Negotiating. The best consumers understand the value a vendor provides. I pay 80 dollars for a hair cut because I trust my vendor and do not question fees. The best consumers rely on sound advice, understand value and reduce agitation.

Generosity. During Sunday service my pastor states prior to Communion Service, “It is Right to Give Thanks and Praise”. How true this is. Imagine, consumers giving gratitude for a job well done. Most vendors obtain threats and grievance, however, it is best to turn the other cheek and provide gratitude for a job well done. Grandma always did say, “You get more flies with honey”.

Loyalty. Most vendors and service providers enjoy getting to know their clients. My exterminator constantly questions me about family, illnesses and business. Curt knows more about me then some of my immediate family. Take the time to get to know people. Communities are built around networking and communal knowledge, good consumers treat vendors like extended family.

Communicate, Communicate, Communicate. It is deplorable that many customers do not allow others to get to know them. A beneficial circumstance about sales and marketing is building relationships with others. There exist too many distractions today, between electronic communications and running offspring to their variety of after school events. Stress reduction comes from stopping and smelling the roses. Consumer exemplars are those that can relate and communicate.

About Drew Stevens PhD
Drew Stevens PhD is the Sales Stategist. Drew is a sales expert provides a winning game plan to become more productive with no capital investment. Drew is the author of seven books including Split Second Leadership, Split Second Selling and Split Second Customer Service. Drew is frequently called on the media for his expertise. Sign up for Drew's newsletter at info@gettingtothefinishline.com or order his new book Split Second Selling at www.gettingtothefinishline.com/products.asp


©2007. Drew Stevens PhD. All Rights Reserved.

Labels: account management, Customer Relationship, customer service, Customer Service Training, relationship managment, Sales Management Training, small business

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Posted by Drew Stevens at 3:41 PM | Permalink | Comments

Interesting when the economy does well how customers can be taken for granted with so many customers to choose from, organizations quickly forget those that placed them in their current state- customers. Ironically, the cost of acquisition to keep a client is less costly then trying to find a new one. Recent research stipulates that advertising expenses, web development, television production and other media means are simply too costly to the bottom line. Yet, rather than focus on the core, organizations incessantly seek new clients for business.


Recently, a client recommended a certain vendor to David. In trying to secure a large print order David immediately called the vendor, not once but five times. The call was never returned and the vendor lost a significant six-figure order. The question for you, “Are you losing business before your eyes”? Delivering an experience that is satisfying to customers and differentiated from competitors drives both repeat visits and improved profitability. However, poor experiences such as that above enable clients such as David to test competitors and move freely to others. Further, in today’s competitive and quick paced world, it is not difficult for someone like David to take the remote control and switch quickly to the competition. And if that does not work, they will switch again as loyalty in today’s market runs thin.

Family and Friends Plan
The cost of conducting business is very expensive. Everything from gasoline to telecommunications is on the rise. Ironically, maintaining clients costs less than one third the cost of new client acquisition. Organizations today fail to adopt the “Family and Friends Plan”. One negative interaction between client and vendor will be shared amongst family, friends and neighbors. Recently a real estate professionally securing a million dollar sales agreement was asked by the same client to find a new home. Being distant with the client by focusing on new client acquisition, she not only lost the million- dollar sale but a 1.2 million dollar purchase by the same client! Friends and neighbors discovered the issue and now the agent’s sales are down 37%.

It’s the little things
I do an extensive amount of work with a print and shipping operation not far from my home office. Many vendors have opted for my services but I prefer to go to Frank and Carol. They have a mutual passion for serving the client. My visits are not about business but rather interested friends exchanging pleasantries and getter better acquainted each time. The pair knows the names of my children their respective birthdays and even my wife’s! That is not just interest, not about friendship- it is service differentiation. Further, one Sunday evening I received a telephone call at 9:30 from Frank indicating the completion of a job. He apologized for a two-day delay and wanted me to know that the job was not only ready but was on his tab. That is service with a smile and service that continues to enable me to return time and time again.

Consistency
Effective operations and service experiences yield to the bottom line. Consistent execution leads to repeat business via customer loyalty and lower cost of operation. Interestingly, and based on doctoral research prior to this study happy clients, lead to happy employees and happy employees lead to less attrition on both sides of the operation.

Three businesses exemplify consistency; 1) Starbuck’s always hires excited and passionate baristas. Their energy and consistency help retain customer loyalty. It is no wonder that consumers do not mind paying a premium for coffee. Whether you are in Boise or Baton Rouge, you the consumer will always be served in a similar fashion. 2) Southwest Airlines decreases the fair of flying by offering a uniform fee with a passionate and energized staff. Infrequently does one find a poor experience traveling on this air carrier, that continues through the years to continually post a significant profit. 3) McDonald’s offers fast, reliable and efficient service in any city. Employees are constantly willing and ready for your order. And, while dietary issues have changed during recent times, this fast food icon continually posts profitable results.

Albeit each maintains a different demographic and product/service focus, the differentiation between each and its competitors is consistency in operation and operational design. Customers repeatedly experience consistency each and every time enabling a low cost, high return customer loyalty program.

Standards for Excellence
A program or rather culture to achieve consistent experience is difficult and arduous work. The first phase is to assess critically where you are and where you want to be. It is imperative to take pen to paper and ask both customers and employees about their experience with the organization. Seek trends and spikes in the data. Do not ask for the why, but what and the how. There exist other helpful ideas:

1. Make unannounced site visits if multiple locations or simply watch operations. Use a critical eye here to denote spikes in mission, vision and values of your organization.
2. Do not look for the obvious. Seek the rationale for the little items. Ensure calls are answered in two to three rings. Return calls within an allotted time from, for example I return all client calls within reason within 90 minutes of receipt. Use thank you cards and remember client’s names.
3. Teach and Coach. Your clients as well as your customers need the correct operational tools. If you seek improvements they must be taught, as years of habit do not immediately change.
4. Standards. Simply put, when change is needed set standards and stick to them. These include appearance, dress code, hiring, and client interaction. If the culture does not exemplify the standards how might clients remain loyal?

Clearly, globalization, the proliferation of the Internet and the ease of entrepreneurialism have created a highly competitive environment. Differentiation, loyalty, consistency and execution are paramount for the client experience. It is not conscious effort but the unconscious sutelties that will help separate your organization, make you different, maintain client loyalty and keep your profits.


About Drew Stevens Ph.D.

Drew Stevens is a sales expert who assists your organization to sell and service clients in less time. Drew is the author of six books including Split Second Leadership, Split Second Selling and Split Second Customer Service. Drew has over 150 articles on selling and service and is frequently called on the media for his expertise. For more information, contact Drew at 877-391-6821 or drew@gettingtothefinishline.com.


©2007 All Rights Reserved. Drew Stevens Ph.D.

Labels: Customer Relationship, customer service, Customer Service Training

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Posted by Drew Stevens at 2:14 PM | Permalink | Comments

Follow the thoughts and ideas of Drew Stevens as he discusses mission statements with Coeli Carr. As seen in SmallBusinessReview.com
http://smallbusinessreview.com/management/follow_your_mission_statement/index.html

Labels: Communication Training, Customer Relationship, Customer Service Training, Negotiation Training, Sales Management Training, Sales Training, Strategic Selling

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Posted by Drew Stevens at 2:27 PM | Permalink | Comments

When I conduct my Career Transitions workshops people always ask me how to get started. These people want to know how to get from despair to beginning fresh. This is the topic for this week, beginning fresh or how to get the answer to “What to I want to be when I grow up?”

Do you know what you are really working for? Do you know why you exist? Why are you in your present position? When you retire, what do you want to reflect on and say I enjoyed doing that?

If these are some of the questions that you are asking, then one other question for you is do you have a life plan? Do you have goals and objectives? Do you have a road map for the rest of your life?

You might believe that you do not have time or goals and objectives are hokey. From my experiences, you must have goals. You simply cannot go through life without knowing where you want to go and how will you get there. As humans we tend to drift through life and take paths of least resistance.

If you are looking for new job, a new business or a new career, then you must have goals. To begin, take a sheet of paper and list all of your professional aspirations. Once you have exhausted the list, place a desire time frame next to each desire. Once complete, take out another sheet of paper. Write down your first desire and the time frame. Then on the next line, write down the tasks that you need to do to complete this desire. Write down the people that you need for support or assistance. Do this for each and every one on your list.
Once you are complete you now have a complete list of goals and the associated objectives.
Each of us should have continuous goals to achieve. The attainment of one goal sets the ground work for the achievement of the next goal. Setting one year, three year, five and ten year goals are helpful. When you set goals for yourself it testifies that you are determined to move forward. When you set goals it states that you are taking responsibility for the successes that you want to achieve.
Below are ten very quick steps to assist you in beginning your goal plan.
1. Look at your DATA
In 1997 William Bridge’s wrote a book entitled You and Company. Within the text he describes a wonderful process entitled D.A.T.A. The acronym denotes Desires, Attitude, Temperament and Assets. DATA requires you to look at items that are your strengths. It enables you to review your professional career, and your education so that you bring your best assets forward.
You also must get introspective too. You need to review your attitude and temperament. These qualities allow you to review your loves, your ability to work with people and your passions. For this to work you must be honest.
2. Develop a Mission Statement
Goal setting without knowing your purpose in life is like shooting at a target in the dark. Knowing your purpose gives you direction. A mission statement is a statement of purpose. You must understand why you exist and what values or visions that you are bringing to your life. In a sense a mission statement is asking; 1)Who are you? 2)Where are you going? and 3)How will you get there?
3. See Your Future
The best way to predict your future is to create it.
When you imagine your future, you begin to look at things differently and begin to rewrite it.
Remember the Christmas story of Scrooge? Do you remember the ghosts of Christmas present and future? When Scrooge gazed into the future he abhorred his destiny. Goals enable you to change yours.
Goals simply stated are dreams with a time frame. So if you want to purchase a new home for your spouse and your children and you want each child to have their own room by next September and you will commit money toward making this happen – now you have a goal. Goals are specific and they are measurable.
4. Goals must be SMART
SMART is an acronym for Specific, Measurable, Attainable, and Relevant and have a Time Commitment.
SMART follows the following rules/:
 S = Specific in terms of process
 M = Measurable by objective data
 A = Attainable in that they can be achieved
 R = Relevant to your vision
 T = Time specific with a deadline
5. Develop and Action Plan
You will need a plan of action for achieving your goal. To begin you must conduct a self assessment needs analysis about resources, time commitment and mentors for aid. To develop a thorough action plan you must strategize and determine, when you will begin, how you will begin, who will help you and what type of resources you will require.

6. Be Motivated
When conducting motivational sessions I often use the word moxie to assist my clients to get through difficult situations. I believe that you must have moxie to get you through the trials and tribulations of goals.
You will face challenges, you will encounter hurdles, but you must have faith in you, and faith in your Creator to reach your goals.
To give you motivation on goals watches the movie “Rudy.” Moxie and gumption is threaded throughout this classic tale. Rudy Ruddiger’s dream was to play football at the University of Notre Dame. He was focused, he was determined and he played football because he was motivated to reach his destiny. To can too, just stay on the path!
7. Discipline
Everyone needs to have discipline in their lives. Develop an effective time-management system that you will adhere to. Remember to plan you work and work your plan. If you have a difficult time remaining disciplined, then review step six to stay motivated. Look at your future, get passionate and see yourself with you end result.
8. Flexibility
There are times when the best of plans will need to be modified or changed. Do not be afraid to modify your plans or your goals.
9. Rest
In order to reach your destiny you must also enjoy your time. We are on this earth for a short time, enjoy it. Get out and enjoy time with friends, family and peers. Attend social functions and give yourself time to unwind. The more relaxed that you are the more your spirit will soar to new heights.
10. Go for it.
Taking your first steps toward a new beginning creates anxiety. You are changing and no one enjoys this. Change removes us from the status quo and this creates anxiety. Yet you must be so motivated to change so that you can not only enjoy the beginning but also the end result. See yourself reach your dreams. Picture yourself with the new car, the new job, the new girl/guy or your biggest sale. Let your destiny carry you forward to motivate you to begin.

Summary
The journey for your happiness and your future professional success consists of not going to new areas but examining old ones. When you look at the world through a new set of eyes you see things differently.

Stick to your plan and you are destined to achieve your dreams. Yet you must plan work and work your plan. You cannot change without a plan. For me PLAN means Plan to Live And Never be unhappy.

About the Author
Drew Stevens PhD assists organizations sell more in less time through high level sales and customer service information sessions and consulting. Drew is the author of 4 books including Split Second Selling and Split Second Customer Service. Drew Stevens has been interviewed frequently in the media and his clients include American International Group, AT&T, Hilton Hotels, The Federal Reserve Bank and Reliv International, The New York Times, Mercy Health Plans, Quicken Loans, and over 200 leading organizations. For more information please visit www.gettingtothefinishline.com -- or call 877-391-6821.

Labels: Communication Training, Customer Relationship, Customer Service Training, Negotiation Training, Sales Management Training, Sales Training, Strategic Selling

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Posted by Drew Stevens at 6:41 PM | Permalink | Comments

Sales forces today are too tactical. In the increasing age and rage of globalization and Internet, competition rises. Assisting to thwart competitive forces, organizations typically hire more talent to sell more products or push one brand over another. Present organizations must sell smarter not harder. Enclosed are three immediate areas of focus.

Tactical Selling Teams
Tactical sales forces do not work in today’s complex and connected world. Sales representatives are myopic to the needs of the organization focusing only on the “product/service” of the day. For many firms such as a GE, Ingersoll Rand, or Textron that might service clients multiple ways clients see multiple representatives. his loses your bargaining power, your client value, and positioning.

Solution = First find the driving forces of your organization. Realign sales representatives so that your core values and related benefits are aligned with client solutions.

Alignment with customer values
Most clients comprehend your company information prior to any sales visit. Prospective clients seek to parallel a selling firm’s values with their own. So if a potential client seeks to gain marketshare using productivity efficiency then your offering must focus on the efficiency.

Solution = Sales representatives need to research client and offer value not price. Sales professionals must acknowledge client industry trends; statistical analysis and benchmarking to better align client issues with your firms core competencies.

Customer to Customer Influences are too strong
Truth be told, on exceptional client experience tells another; one poor experience gains a feature story on the front of “The Wall Street Journal”. One strategic driver for all organizations must be uncompromised client service. Southwest Airlines, McDonald’s and most recently Starbuck’s exist to please the customer. Each firm takes pride in the customer experience.

Solution = Review your customer experience and decipher how your clients mesh with your corporate strategy.

Aligning selling practices with the business strategy is not difficult nor art; it is a requirement for the business. Simply put, the lights are inoperable, computer screens are blank and salaries are unpaid unless something is sold. Strategy deploys resources to meet the vision and values for your organizations.

About the Author

Drew Stevens PhD assists organizations sell more in less time through high level sales and customer service information sessions and consulting. Drew is the author of 4 books including Split Second Selling and Split Second Customer Service. Drew Stevens has been interviewed frequently in the media and his clients include American International Group, AT&T, Hilton Hotels, The Federal Reserve Bank and Reliv International, The New York Times, Mercy Health Plans, Quicken Loans, and over 200 leading organizations. For more information please visit www.gettingtothefinishline.com -- or call 877-391-6821.

Labels: Communication Training, Customer Relationship, Customer Service Training, Negotiation Training, Sales Management Training, Sales Training, Strategic Selling

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Posted by Drew Stevens at 6:38 PM | Permalink | Comments

The recent early spring storms find that many entrepreneurs and retail owners are not ready to survive the storm. Early research depicts that many owners fail to store vital data that enables them to return quickly to operations.

There are numerous ideas to clear the clouds and ensure sunshine after the storm. Listed here are several ideas for you to help owners when another storm hits.

Data backups – Owners must conduct a data backs of cash receipts and customer databases daily. This is the only way to remain ahead of the game should a storm shut down operations.
Memory Sticks – Recent technology is wonderful and provides a myriad of devices to store data. Find something convenient but find something. The least expensive and easiest in the event owners need to back up quickly include 4GB SD drives, 120GB portable USB drives and memory sticks.
Paper – In the world of technology, ironically paper still reigns supreme as people are buried with the plethora of electronic information. When possible make prints and place them in a dry, fireproof and secure environment.
Security is key – Making backups requires more than one location for storage. If possible obtain a safe for your location and once per week duplicate a copy of yoru customer and receipt data and place in a bank vault for safety.
Multiplication counts – Based on your day and the volatility of your area, for example southern states where bad weather typically hits, make backups multiple times per day to ensure safety.

Mother Nature is very unpredictable and very volatile. However, nothing is more important than surviving the storm. Attempt these practical and time saving backups and you will seek sunshine in the return of your customers sooner.

About the Expert

Drew Stevens PhD assists organizations sell more in less time through high level sales and customer service consulting and information sessions. Drew is the author of four books including Split Second Selling™, and Split Second Customer Service™. Drew Stevens has been interviewed and quoted frequently in the media and his clients include American International Group, Hilton Hotels, AT&T, The Federal Reserve Bank, Reliv International, The New York Times, Mercy Health Plans Quicken Loans and over 200 other leading organizations. For more information please visit http://www.gettingtothefinishline.com/ or call Drew Stevens at 877-391-6821.

Labels: Communication Training, Customer Relationship, Customer Service Training, Negotiation Training, Sales Management Training, Sales Training, Strategic Selling

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Posted by Drew Stevens at 12:08 PM | Permalink | Comments

Spring Training for Real Estate Agents
Methods to play in the field of dreams

I know, the economy is down, clients are difficult to deal with and your sales manager is asking – What have you done for me lately? So what is a sales professional to do?

Rather than worry about what is going wrong, work on your strengths and eliminate those limitations. Great sales agents are creative and innovative. Since now is the time to think about spring and most specifically Spring Training, it is a perfect time to do what the ball players do- go back to basics.

Three simple techniques that will improve your sales game include:

Running with Referrals
The greatest gift for any selling representative is a satisfied customer. To get you into the field of play, make a list of your 25 or 30 recent clients. Personally contact them. Make conversation and determine if you can assist in a professional or personal matter. Determine future needs and enact as a consultant, making recommendations. Once you have established good rapport, ask this question, “As I seek to grow my business, I am curious if you would not mind sharing the name of someone that might have a need for the value that I provide.” Do not be surprised when you obtain a sizable list of new referrals from one simple question. Simply put, the best way to grow your business and remain in the field of play is to ask for referrals.

Error Free Sales Presentations
Many sales agents focus on homes that people want. They focus on interior, exterior etc. Save time and aggravation- rather than focus on want, become a contrarian. Cast off the “have not’s”. Remember your last sales appointment? Do you remember riding around and reviewing 16 homes only to determine all the things the buyers did not like? Save time upfront and quickly list all the items that buyers do not like/want. This saves time and money and helps to focus on the home the buyer really desires.

Get in the field of play
Recent studies show that the difference between an Olympic athlete and a weekend warrior are not much. The difference between the two is simply a desire for excellence and an ability to believe in their creativity. And one other difference is the ability to practice and work each day in achieving excellence. To refrain from volatile sales dips, good sales agents must constantly be in the field of play, they must be visible. Athletic selling professionals take extra phone shifts; they network within peer groups and within rotaries and other associations for leads. Perhaps athletic agents write articles in local periodicals or teach classes at universities or community colleges. No matter what the athletic agent is one that rises like a phoenix and does the little extras for visibility, for their clients, and more importantly sales.

Sales success does not require home runs. However, consistently keeping your eyes on the ball, being in the field of play and catching errors are the ways to achieve success. Why not use some of these techniques during spring training to help focus your team and create your field of selling dreams.


Drew Stevens PhD assists organizations sell more in less time through high level sales and customer service consulting and information sessions. Drew is the author of four books including Split Second Selling™, and Split Second Customer Service™. Drew Stevens has been interviewed and quoted frequently in the media and his clients include American International Group, Hilton Hotels, AT&T, The Federal Reserve Bank, Reliv International, The New York Times, Mercy Health Plans Quicken Loans and over 200 other leading organizations. For more information please visit www.gettingtothefinishline.com or call Drew Stevens at 877-391-6821.

Labels: Communication Training, Customer Relationship, Customer Service Training, Negotiation Training, Sales Management Training, Sales Training, Strategic Selling

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Posted by Drew Stevens at 9:37 PM | Permalink | Comments

Have you every wondered why you are not making enough money? Have you ever gotten to work and wonder why the sales professional next to you is admired? Do you believe it is fate, dumb luck or fortune?


Are you tired of being second person on the sales team? Do you want to know what the differences are between top sales representatives and you? Are you interested in becoming number one?

If so, I can tell you that in my many years of sales consulting and training I have seen good and I have seen great sales professionals. For me, the differences in the two types of individuals come down to seven very specific, very finite and very important qualities.

For the first time every in public, I will share these seven concepts with you. I promise to give you the keys to these important areas if you promise to use them and tell me that they have made a difference.
1. They are organized

Great sales people are extremely goal oriented and good time managers. Goals are the drivers of effective sales professionals. They assist in providing a road map for guidance as well as success.

Harvey McKay the author of “Swim with the Sharks” once stated that goals are nothing more than dreams with a time frame. Yet for successful sales professionals their dreams become reality.

Sales people know how many people to goal, how many appointments to make and how many items they need to sell in order to exceed not make quota. Believe it or not, money is not the success factor of a great sales professional, it is the achievement of goals.

Sales professionals because of their goal orientation operate in blocks of time. In fact, good sales people spend 65% of their time in front of customers and the remainder of their time on travel, business reports, phone follow up and writing orders. Further sales professionals are not driven by a clock, they keep going to accomplish their mission and stay they plan until they meet their objectives. They believe that sales is a twenty four hour process.

Lastly, sales people do not procrastinate, they are so well organized they understand how much time to devote to an item and how to delegate non sales related and no customer activity.
2. They have a plan
Are you familiar with a business plan? Do you know how to begin one? Do you know its importance? I can tell you successful sales professionals do. And successful sales professionals use business planning for their entire career.

Following upon the goals and objectives, sales professionals plan every call, perform a strategic analysis of their territory and operate their activity like an entrepreneur operates a business.

Planning serves two crucial purposes: It requires you to fully flesh out your strategy for getting from Point A (startup) to Point B (your goals); and it assists you in acquiring the commissions you seek.

Sales business plans vary, but most include at least these major sections: · Introduction and executive summary, and an in-depth description of the territory and the industry you serve. A market analysis, including the estimated market size, trends, and your sales projections.
Further, successful sales professionals develop a marketing plan "If you build it, they will come" makes a catchy bit of movie dialogue-but as a marketing strategy, it's a recipe for disaster. To make your phone ring or those online orders roll in, you need focused marketing tactics to identify your best prospects, reach and intrigue them with messages that cut through the competitive clutter, and educate them about your product or service.
3. They consider time their most valuable resource

Simply put successful and motivated sales professionals do not procrastinate. They use time as the tool to keep them focused and honored to their commitment to meet revenue and customer expectations.

Successes come from not wasting time and from blocking in areas of the day to accomplish tasks aligned with the business mission and revenue goals.

You will not see successful people cajoling at the water cooler, chatting on the telephone with friends nor wasting time with many administrative tasks. These folks plan their work and work their plan. I am not saying that they do not have fun they simply consider time work and a time to play.

Essentially, sales professionals in this category are the CEO’s of their destiny. They operate their desk as an independent business, focused on profit and horrified at loss.
4. They know who their customers are
Know thy customer, is one of the most important rules in the sales game. Good sales professionals not only know where to find new clients but who they are. By this I mean are they of a particular industry, a specific set of companies. Are they of a particular title? Do they have the veto power or do they simply influence a sale.

I will tell you that good sales people speak mostly with decision people. They will not waste time on a influence or a person that recommends. These sales individuals understand how to call high make a presentation and how to get the sale.

By the way the above does not occur by luck, sales professionals create a systematic game plan that identifies customers and how to find them.

One other worthy note sales professionals always read up on their customers to understand competitive, marketplace and industry issues.
5. They know where to find their customers
Successful sales professionals do not make excuses. They do not ask the marketing department to advertise for them and they do not ask someone to make new calls for them. Good sales professionals understand how to be a detective. They know how, where and when to find customers. They do not banter, barter or babble, they remain focused in their mission to achieve success.
So where do successful people go to find new customers, how about their present customers? First you must get a copy of the annual report. Read the information to determine what type of products the client is developing. Understand the competitive landscape and how your product or service can thwart competition. Learn about the competitors for new business opportunities.
When you obtain the report, read the president’s message, the financial information and lines of business, Try to understand where your products fit within the organization’s umbrella. You might discover a new area that can benefit from your service. Second, look at the firm’s WEB site and review it for updates to the annual report, look for business climate changes. And, look for the anomalies in business so that your product or service can resolve the issues. Finally, ask your current contacts. It baffles me that over 92% of average sales people never ask for a referral. However, 98% of successful sales professionals always do.

Read the newspapers and press releases for the most current business information. Determine from your readings how your service or product can assist potential clients during good times and bad.
Further, it is imperative to use the most widely accessible resource at your fingertips-the Internet. There are voluminous resources available such as www.factiva.com, http://interactive.wsj.com/, and www.nytimes.com. And the numerous portals such as Alta Vista and Yahoo are constantly providing real time business content. Review any of these sites to gain quick and up to the moment access on your prospects.
The sales person that does their homework and studies the customer and the changing landscape will learn how to quickly adapt to market conditions by finding solutions to customer issues. By becoming one with the customer and understanding their respective business you become a reliable business partner for today, tomorrow and well into the foreseeable future.
6. They know the sales process
Graduates of Dale Carnegie, Sandler, Wilson Learning or a graduate of my sales course, recognize that a sale is a process. Successful sales professionals understand that you need to know how to conduct the following:
1. Prospect
2. Qualify
3. Provide Interest
4. Gain Conviction
5. Conduct Demonstrations
6. Handle Objection
7. Know how to close
When you understand the process, a sale and a prospect becomes easier to understand. Destination recognition in the process enables successful sales professionals plan better strategy and close more sales. Yes, this step is part of the planning step mentioned earlier in the article. As you go through the sales maze it becomes much easier when you understand the which area you are presently in to assist you in getting closer to the end.
7. They stay motivated
When conducting motivational sessions I often use the word moxie to assist my clients to get through difficult situations. I believe that you must have moxie to get you through the trials and tribulations of sales. Successful sales professionals know how to ride the “roller coaster.”
You will face challenges, you will encounter hurdles, but you must have faith in you, and faith in your Creator to reach your goals.
To give you motivation on sales watche the movie “Rudy.” Moxie and gumption is threaded throughout this classic tale. Rudy Ruddiger’s dream was to play football at the University of Notre Dame. He was focused, he was determined and he played football because he was motivated to reach his destiny. You can too, just stay on the path!
So you want to be Successful
I hope by now you are ready to begin. Commit to your boss, to your job, and to being the best you can be. Identify with the client, determine their wants and needs and then develop a plan to help them. Commit to everlasting improvement for yourself—set goals, think of new ways to deliver better customer service, determine how to plan your next sales call, understand your customer behavior.
Whatever you do, please do not wait. Successful people do not procrastinate and you read this article to improve so begin now! Or call me and I will get you on the plan to success.

Labels: Customer Relationship, Customer Service Training, Sales Management Training, Sales Training, Strategic Selling

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Posted by Drew Stevens at 3:06 PM | Permalink | Comments

Why read another book on selling? Simple. Today’s client is more informed more sophisticated and has more access to information. Selling professionals today need be keener to fulfilling the needs of the client by offering value, and most important trust. More important, the selling process has changed and must now be aligned with the overall business process. Sales forces are much too tactical. In the increasing age and rage of globalization and the internet, competition rises. Assisting to thwart competitive forces, organizations typically hire more talent to sell more products or push one brand over another. Present organizations must sell smarter not harder.

Customers are seeing right through the selling representative and deplore the selling approach. Sales representatives are myopic to the needs of the organization focusing only on the “product/service” of the day. For many firms a client obtains mixed messages and misunderstands the message of your organization. Rather than use your existing lines of business, clients turn to your competitors. This loses your bargaining power, your client value, and positioning. The solution lies in adjusting to your client by offering measurements and value.

Clients need to understand value as it equates to return on investment. As shareholders continually question performance and expenses, calculated returns diminish consternation. Helping clients save time, money, resource focuses on bottom-line performance and instills customer value.

Split Second Selling will show you how to increase your sales and align with customer value. Based on over 26 years of research and experience, Drew Stevens provides a simple and easy to use formula to get you from the starting line to the finish line. Drew has condensed the myriad of selling concepts and ideas into a simple and easy to remember formula known as PRACTICE™.

The PRACTICE formula takes the selling representative from tactician to strategist. Strategy creates value and commissions, tacticians create competition. Athletes practice to strategize their game plan through repetition. The selling profession emulates athletics. Strategies and efficiencies are creating by practicing sales! To get finish line results and higher commissions, you must PRACTICE every day! And similar to the athlete, repetition is the key to individual success.

As Mohammed Ali once said, “It's the repetition of affirmations that leads to belief.”

The seven steps of PRACTICE are:
Planning – The most vital process for any successful sales professional. Sales professionals must plan each call and be prepared to offer prospective clients all the essential information.

Rapport – Building rapport is one of the largest hurdles for any sales representative. You have to get to know strangers. You must always discover new ways to connect to people and help them resolve their issues.

Attention – Buyers today are distracted by email, voicemail, the internet, remote controls, cell phones, etc. Sales professionals must rise above the din to be heard. And, more importantly, you must keep the buyer’s interest in spite of the multiple distractions that are clamoring for their attention.

Conviction – Each call must be customized with the tools and techniques that can truly reach the buyer. Items such as testimonials, statistical studies, charts, graphs, and schematics are just some of the items you will need.

Trial Close –The only way to determine if you are in line with the prospects’ wants and needs is to ask. Many sales professionals don’t.

Interest – If you want someone to buy something from you, it is necessary that you interest them. This means using tools like rapport-building and fact-finding to determine if there is alignment between the prospect’s interest and the perceived value.

Close – Never forget to ask for what you came to obtain. Closing is one of the most vital steps in the sales process. If you do not close, you do not make any money.

Education/Enthusiasm – Selling is a unique business. Your interest or lack thereof will illustrate itself during every presentation. And your enthusiasm must reign, even though you will get much rejection in the sales game. Sales professionals can learn something with every call or presentation. Always have an open mind and be learning, and you will gain much.

Split Second Selling not only includes selling techniques and procedures but also includes ideas and principles that will help you to add to the quality of your life and your career.

Split Second Selling will illustrate how to:

Identify client needs easier
Become more efficient and productive in the selling process
Enhance customer relations
Understand the role of today’s sales professional
Improve your ability to communicate with others

Pick up this book and begin using it now! Let it illustrate how to create confidence, enthusiasm and passion for selling. Let the book become the catalyst that provides a path to finding the decision maker, the ideology to convince your prospective buyer, the mechanism that defies objection barriers and the structure that clearly sends you straight to the finish line! There exist a host of assets in this book long before you finish reading it. These ideas are meant to provide split second results!

Labels: Communication Training, Customer Relationship, Customer Service Training, Negotiation Training, Sales Management Training, Sales Training, Strategic Selling

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Posted by Drew Stevens at 10:34 PM | Permalink | Comments

There is research and some text to illustrate that politicians and selling professionals share similar characteristics. “Research for a forthcoming book on selling illustrates that sales representatives and politicians especially the new congress and incoming presidential candidates can learn something from each other”, states Drew Stevens PhD of Getting to the Finish Line an international management consulting firm with expertise in selling and customer service. “My initial research illustrates that there are seven main factors that assist each with their expertise,” he adds.

Charisma – The best selling professionals and politicians are charismatic. The best selling politicians of all time are Clinton and Kennedy respectively and the best selling representatives are Zig Ziglar and Donald Trump. Charisma attracts buyers and followers.
Relationships – Politicians and selling professionals hold a large base of relationships and contacts. They remain in constant contact with these individuals in good and bad times and whether services are needed.
Passion – Selling professionals and politicians have passion for their work. Voters and buyers disdain apathy. The best speak with conviction, with honor and love of work.
Risk – Each love to take risks albeit when and where appropriate. Each will take a risk to honor and serve their base.
Amiable – The best are good orators as well as easy to speak to. Each is pleasant with a peaceful demeanor and relates well to their respective base.
Language – Admittedly selling professionals by nature have the gift of gab, the lexicon of politicians and sales persons is wonderful. Solutions learn a new word each day!
Knowledge – Interestingly, both conduct incredible research to understand markets, trends, industry, consumers, constituents, etc. The prepared person is always ready to handle change.


Drew Stevens PhD assists organizations sell more in less time through high level sales and customer service consulting and information sessions. Drew is the author of four books including Split Second Selling™, and Split Second Customer Service™. Drew Stevens has been interviewed and quoted frequently in the media and his clients include American International Group, Hilton Hotels, AT&T, The Federal Reserve Bank, Reliv International, The New York Times, Mercy Health Plans Quicken Loans and over 200 other leading organizations. For more information please visit www.gettingtothefinishline.com or call Drew Stevens at 877-391-6821.

Labels: Customer Relationship, Positive Selling, Positive Thinking, Sales Training, Strategic Selling

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Posted by Drew Stevens at 10:04 PM | Permalink | Comments

Many of my clients are either small to medium business owners (5 to 150 million in annual revenue). My focus in working with them is in the areas of profits and productivity. These hard working ladies and gentlemen have may aspirations- one of these is while creating profits for the company is making a high level six and seven figure income. The question then remains, how?

In my many years of sales and entrepreneurship, I have become knowledgeable in the four vial areas of success. These include sales, marketing, financial and personal processes.

My belief is that in order to run a profitable, successful and lucrative business all four processes must share equal time and attention. Business owners must focus on these four aspects to create success and most importantly must have others in the company understand the importance of these as all become completely entrenched in sharing the mission, vision and pragmatism of the company.

To begin, a sale is perhaps the most crucial element of any firm. Without sales nothing happens, the lights do not illuminate, phones do not chime and computers do not buzz with necessary content to create business inventory. An owner must concentrate all outbound efforts on creating the necessary communication to produce the necessary revenue to operate a profitable firm.

The second critical element is marketing. There tends to be confusion between sales and marketing. With sales owners are aligning products and services with the wants and needs of the prospective buyer. Marketing is the essence of the message and how you communicate your services to indicate to potential buyers that your product exists.

The third critical element is financial. Give anyone money and they can easily spend. Business owners can either be too frugal or spendthrift. Successful people understand the importance of balancing this. Great business owners understand money must be invested in sales and in marketing so that the public is aware of your offerings. Business owners must spend money on advertising and promotions or on lunches and presentations so that potential clients understand how your product or service meets the need. Yet while money is invested in these vital elements money coming in from sales must also be invested and most importantly saved for future use. Business like much in life is cyclical and business owners understand the importance of riding the volatility curves of business cycles, economic turbulence and buying trends.

Our last process element is as important as the other three. The personal process is about you. The personal element means creating balance in your life. You must gain time for family, time for your creator, time for education and civic duties or however you want to spend time on you. The hardest part of ownership is breaking away from the conundrum of business and providing necessary “downtime” for you to rejuvenate and recharge, doing so enables you to remain passionate, remain persistent and remain powerful in staying the course for success. Achievement is not only about how much money you bring to your wallet but the passion and commitment you make to you.

While many owners are seeking a magic bullet or a secret to success it will surprise you to learn that it does not exist. Balance, commitment and consistency are the true keys. Committing to equilibrium in sales, marketing, and financial and personal gain you are guaranteed success in your business and perhaps the millions that keep you awake at night!

Labels: Communication Training, Customer Relationship, Customer Service Training, Negotiation Training, Sales Management Training, Sales Training, Strategic Selling

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Posted by Drew Stevens at 3:02 PM | Permalink | Comments