Training Solutions

The school year is winding down and we all start to have the summer mentality.  In September the teacher will ask what everyone did on their summer vacation.  Do they ask what the students learned during the year?  What have you learned? 

I know for me it has been and continues to be years of learning about what kinds of clients I want, what attracts them and how do I grow.  I also need to keep learning how to pick myself up, dust myself off and get back into the game (thank you Frank Sinatra) as well as make sure I have balance

But didn’t we really learn all of this in kindergarten?  Thank you to “ALL I REALLY NEED TO KNOW I LEARNED IN KINDERGARTEN” by Robert Fulghum.  See his web site at http://www.robertfulghum.com/  ]

These are some of the things we learned:  

1. Share everything. Why are we so afraid to share and create more for all of us?
2. Play fair.
3. Put things back where you found them.
4. Clean up your own mess.
5. Don’t take things that aren’t yours.
6. Say you’re sorry when you hurt somebody.
7. Warm cookies and cold milk are good for you.
8. Live a balanced life - learn some and think some and draw and paint and sing and dance and play and work every day some.
9. Take a nap every afternoon.
10. Be aware of wonder. Remember the little seed in the Styrofoam cup: the roots go down and the plant goes up and nobody really knows how or why, but we are all like that.  It is this wonder that leads to innovation
11. And then remember the Dick-and-Jane books and the first word you learned - the biggest word of all - LOOK.  See all that is around you, enjoy and be amazed!

Take any one of those items and extrapolate it into sophisticated adult terms and apply it to your family life or your work or government or your world and it holds true and clear and firm. Think what a better world it would be if we all - the whole world - had cookies and milk at about 3 o’clock in the afternoon and then lay down with our blankies for a nap. Imagine if all governments had as a basic policy to always put things back where they found them and to clean up their own mess.

So I ask you what have you learned so far this year?  And what do you need to learn more of??

Ok so maybe that’s a little too dramatic a headline..  How patient are you? Do you get frustrated when your phone or computer takes several seconds to respond? When was the last time you called someone who didn’t have voicemail?  How willing are you to do the work that needs to be done to achieve your goals. 

I am fortunate to have a range of clients at various stages in their businesses or careers and there seems to be a common thread of speed of success. I worked with a career client last year who was gung ho about the process until he reached the research stage; people weren’t calling back and decisions took “forever”!  He has a new career in sales and loves it. I was flattered when he thanked me for keeping him centered and realistic and not expecting things to happen overnight.

Many in business are similar.. I often hear I went to a networking and I even followed up why haven’t they hired me?  I sent in the proposal yesterday when will they call me?  Let’s get real!!!!  Malcolm Gladwell in his book “Outliers” talks about taking 10,000 hours to be an expert, and sites the Beatles, Bill Gates and Steve Jobs among many others.  Seriously, how long has it taken for you to achieve where you are?  Ask any overnight success how long that “night” was. 

Success takes time and it takes planning!  If you are running all over the place I wonder how many opportunities you have missed.  When you are networking and having conversations do you have a time limit or are you really listening and thinking about opportunities?  There is someone at my chamber who proudly says people have 90 seconds to let him know their value before he walks away.  Yikes! 

Set realistic goals and be rational about how long it will take to achieve them.  If it takes less time, great enjoy the fruits of the labor, but be prepared for longer than expected and see what else you can do in the mean time to grow the business change careers or just seek new opportunities.

I know not a real word but it is curious how we build other people’s businesses at the expense of our own.  I read an article about Starbucks and the National Organization for Marriage starting a boycott.

http://www.wnd.com/2012/05/starbucks-going-gay-is-profitable I am not a fan of Starbucks because I don’t love the coffee.  I do drink it when I meet clients there but I prefer other places.  Have you noticed though that when a group tries to boycott something the opposing side will immediately rally and often increase sales?  Wonder if that will happen here.

I was once told a knock is a boost when talking about the competition.  It means that when you compare others to yourself and you denigrate them, it forces consumers of the other product or service to defend their choice and you may come up short.  Have you ever said to a prospect our product is better than XYZ because…?   Or have you said if you go with our service we are better than …?  There is a Chevy ad knocking Ford; I wonder how many Ford buyers will stick with Ford. 

Are you comparing yourself to others?  When I teach target marketing seminars I tell people to compare themselves with the competition to see how they are similar and how they are different.  I then suggest they focus on the differences without mentioning the opposition.  I also say never change to be like your rivals because they aren’t buying from you.  Yet we do just that don’t we? 

Instead of asking our clients we assume that when they go to others we need to duplicate what others have.  Maybe it has nothing to do with offerings but maybe they like someone else’s attitude or parking or schedule or whatever.  You get the idea.

So the message here is focus on the needs of your customers be aware of what is around you but be true to your values and why you are doing business.  You can’t be all things to all people. Focus on where you excel and if Starbucks loses a few sales because of their values I wonder how many they will gain.

When did we stop focusing on what we need to do and worry about others

Maya Angelou who is among my favorite speakers and writers said we teach people how to treat us so when we complain about it we merely need to look in the mirror.  How many times have you said you are tired of your boss expecting you to pick up the slack for others?  Perhaps you are disappointed at co-workers who aren’t willing to offer to help you.  When was the last time you asked for help or accepted it when offered?  If you keep pushing away assistance people eventually stop offering.

I first learned this lesson as a child.  My mother would complain that I didn’t make my bed or clean my room, but I had been trained that if I didn’t do it she would.  Like clockwork, about once every few months she would realize what she created, and try to change it. I was good or at least tried in the beginning but because all change has to be sustained we soon fell back into old habits.  Good news is that as a mother I did learn not to make the same mistake.

Sometimes it’s just easier to continue to do things the same way rather than “rock the boat” or change but what is the price to you?  Do your clients expect you to drop everything whenever they call yet are late paying?  Do they constantly want you to lower your prices?  Perhaps you have shown them you don’t value what you do so why should they?  How do you present yourself?  Do you dress the part?  Are your prepared or are you seen as providing less than in work and appearance?  I’m certainly not telling you to be a fashion diva or only wear designer duds. I saw someone show up for a job interview for an interview in retail, wearing shorts and a t-shirt.  Are you kidding?  They probably wondered why they were dismissed so easily.

What message are you sending your clients, co-workers, bosses, family and friends?  Don’t just tell people how you want to be treated, show them and expect nothing less.  Don’t you deserve to be treated well?

I don’t know about your Facebook connections but everyday I see more and more signs reminding me to believe in myself and I have the power and I can transform my life.

1^st let me explain I believe in affirmations and the power of thought , thank you Napoleon Hill and Mike Dooley.  Everyday I read Chellie Campbell www.chellie.com  and www.tut.com plus I recommend both to all my clients.  I know first hand how powerful positive thought can be and how damaging negative reflections are.  I also know all the positive, cute, inspiring, and motivating signs in the world will not and can not change your life unless you take the steps.  Or as Mahatma Gandhi said be the change you want to see.

I don’t know who first said this so I apologize for not acknowledging the name.  Thoughts become words, words become actions, actions become habits and habits become character.

The signs may be nice reminders but if as Chellie says we don’t keep sending out ships or as Mike says take action the signs won’t make us change.  Change on any level can be disruptive and hard. But if we take the steps to achieve our goals, move forward one day, one step at a time, while saying our positive beliefs there is little that can deter us.  This isn’t a one time action either; it is ongoing, continuous for as long as you want to achieve current and future goals.  Some days things may not work and it would be easy to give up, so you find new actions, new trails new methods whatever it takes to keep going.  

While the signs may remind us to refocus, it’s the actions we take over and over again that lead us to the goals and dreams we want.  Enjoy the signs and act as if you already have what you want and keep moving forward until it’s reality.

What do they want?

Devon is going to be 12 this Friday and he is asked what he wants to do and what he wants for his birthday.  Everyone gets frustrated when he says he doesn’t know or reverts back to something he already has.  This is no different than your clients; they don’t know what they don’t know.  If they have a problem they don’t know how to fix it to achieve the end results, they just want it fixed.  We keep giving bigger better brighter of what they have.  Why not give something they never thought of or in some cases imagined?

How many of you imagined what life would be like if you had a smart phone?  I mean seriously, weren’t we all content having a smaller cell phone and being able to talk anywhere?  Thanks to Steve Jobs and Apple we now have so much more.  Maybe that’s why he never did focus groups. 

We try to give people what they want based on what they tell us and perhaps that’s the issue; are we asking the right questions?  A musician for the movies made a comment that he and several other musicians bidding for a contract submitted what was asked for but the proposal was won by the person who was different.  He, like the rest, said they could have been different but they followed what the customer requested.   My suggestion was create a portfolio of different music that evokes all sorts of emotions and let the client pick. Show the range.

Ok how many of you have ever tried chocolate covered potato chips?  How about chocolate and bacon?  Would you have requested these?  Lindt chocolate (www.lindtusa.com ) makes chocolate with all sorts of flavors including bacon and it’s good.  Vinegars and oils are in the same category in that all sorts of flavors are added that we never imagined I even found a recipe for making Matzoh taste good.  That’s a wow.  Check out  vomfasswestlakevillage.com or

www.spindelfarms.com

What does all of this mean for you?  When you want to increase sales or upsell clients imagine what they would like or need instead of asking them. Put yourself in their shoes and imagine what would please them.  Oh and one of Devon’s gifts is www.mb2raceway.com  and if you want to wish him a happy birthday on April 27 send it to chisolmfamily4@yahoo.com; that will surprise and delight him.

I have to buy a washing machine; after almost 30 years, my Maytag died.  In doing my shopping research I have learned a lot.. Maytag was bought by Whirlpool and they no longer put the emphasis on the inner workings but on the bells and whistles that they think consumers want.  Plus if it lasts 10 years that’s a miracle.  I also found out the new front loaders are so low you almost have to buy the stands which can add $200 to the price.  For a stand?!? Yikes!

If you do the math $500-$1000 for a washer that lasts 10 years breaks down to $1 or so a load. Not a huge amount, but it leads to a question of planned obsolescence.  Ok so I tend to keep things longer than many and am not the one swayed by the latest gadgets.  My good friend Judy couldn’t believe I had my father’s old Sony Trinitron TV in my office for as long as I did and she generously gave me a new flat screen TV her friend was tossing.  ( He bought a much bigger one)

So if we are buying items more often, which is a business model for the manufacturer, not the public, what does that say about quality?  The Iphone keeps adding new gadgets etc to get people to buy new models.  Are new add-ons just a way to raise prices?   Is the Maytag repair man no longer needed because we have a mindset that it’s better to buy new than to fix current?  Do we expect things to be a poorer quality?  Does this carry over to service not just products? 

It seems we may have created a new model for purchases.  Even though we tout six sigma, lean manufacturing, and ISO 9000 to reduce errors in manufacturing, overall the product itself is not expected to last as long as it’s predecessors.  Where will your product or service fit into the new model?

When we give a lower price to someone or do someone a favor do we give less to them than to full paying customers?

I recently heard a professional tell a client I’m doing this for you because your friend asked me.  That means you are on the bottom of the list and I will get to you when I can.  Wow! Talk about harsh.

Maybe we don’t say the words out loud but do we act that way?  I remember an associate in a government supported program who told a client you are entitled to free service but if you want my full package you have to pay me.  I don’t get paid enough in this program to give you 100%.  I heard that story from the client when I worked with them and who later recommended me to a colleague at my full rate.  Yes, I am grateful for that.

Bottom line is we never know who knows whom.  It’s similar to networking.  People talk.  I know big surprise.  They tell friends and colleagues about programs and support they receive along with resources.  They will talk about you; good or bad.  Don’t you want the positive recommendations to be there?

If you don’t want to help someone say so up front.  Tell them how booked you are and maybe give an hour of time to guide them or refer them to someone who might be able to help them more but never ever give less than your best.  Believe it will come back to haunt you.

It is so effortless to get stuck repeating the same things over and over again.  Yes it’s become painless and if it has proved to be profitable we don’t want to mess with success; plus we know how people feel about change.

You know the old adage if you always do what you always did you will always get what you always got. Be willing to venture out and try something new.  It can be as simple as posting the blog on a different day; supposedly more people read blogs on Wednesday evenings.  Or it can really shake things up, be innovative or dramatic.  Seth Godin is doing that with a free e-book, http://www.squidoo.com/stop-stealing-dreams  to create the discussion about the purpose of schools in today’s world.  Maybe you are using www.squareup.com for credit card sales or creating videos for your website.  Check out www.charismaoncamera.com  for DIY video workshops.

 Whatever you are doing try a new flavor, a new taste, shake things up a bit.  Surprise your audience get them to see you again. Remind them of your value.

One cautionary note; keep your foundation solid.  As I tell my clients a sold business foundation gives you the freedom to experiment.  Think of your homes.  If the foundation is solid you can experiment with color and style; but if you want to remove a wall or add on, you have to think about the foundation and what it can withstand.  In your businesses it’s the same.  Make sure you have the resources (human, technology, capital) and the procedures in place then explore possibilities.  One of my clients www.harperblue.com is staying open later on Thursdays, and if that works might add more. 

Go ahead dip that toe in the water, it’s warmer than you think and who knows what might happen..

I don’t know about you but I am so tired of companies like www.at&t.com   promising great rates for 6 months, that last for 2 months at the most then suddenly creep higher. When you call they tell you that you call every month and complain.  DUH.  If they kept their promise and stuck to the offer I wouldn’t call.

We’re attuned to the ads that promise a low price and the fine print that says there is only one at that price.  Or the ad that lists great deals on what you learn is an inferior product and you need to pay more to get what you really want. 

What is not as obvious is the bait and switch we sometimes do.  Do you promise to call and forget to follow up?  Or how about your call is important to us your wait time is 20 minutes.  This is all bait and switch make promises about customer service etc that are not kept.

We say what we intend sort, kinda, maybe if it will work; we are vague to cover ourselves.  I was raised with under promise and over deliver from the times as a kid working in my father’s hardware business. In today’s world the power of the specific, measurable and useful promise made and kept is difficult to overstate.

When we follow through with our word or promise people remember and notice.  Even more so they tell others about the great service and follow through.  It’s the actions we remember.  Lose the slogans about service excellence and customer service.  Do what you promise!

By the way if you want to see what this looks like in action and if you ever need a locksmith contact Brucar locksmith www.brucarlocksmith.com (805) 241-0777 they have amazing follow through.