Philly Sprints Business Tips

Archive for March, 2011

1. Be assertive – not aggressive or passive. My definition of assertion is simple: “Say what you mean, mean what you say, and don’t be mean when you say it.” Let this rule guide your conversations with all customers and you will always be confident, cool, and in control AND you’ll always be professional.
2. Speak more slowly. You’ll be amazed at how much more clearly you can think and how much control and confidence you experience when you consciously slow down your rate of speech. Speak slowly and methodically when your emotional triggers are launched and you’ll maintain poise during difficult conversations.

3. Wait 1-2 seconds before responding. Responding immediately to difficult or tactical customers could result in you saying something you’ll later regret. Before you respond, take a deep breath, wait at least 2 seconds, and think about the best response and the best approach.

4. Take a time-out. When you sense that your buttons have been pushed, take a break. You can tell the customer you need to put him on hold while you review a file, or whatever excuse sounds good at the time. The point is to get away from the customer for a few seconds so you can re-group.
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You’ve landed what you thought was the job of your dreams. Each stage of the interview went smoothly – you sold them on your skills and expertise, and your prospective boss sold you on the position and benefits of joining the company. He/she seemed excited about extending an offer. And then, with offer in hand, it was thrilling to give your notice (or tell your friends you’re finally employed after a long stint of unemployment!). All seemed right with the world.

You’ve now been on board a few days…  a week… perhaps even a month. Suddenly you’re not so sure you’ve made the right decision. The job that seemed like a dream is starting to feel like a nightmare. Perhaps the position isn’t what you thought it would be; it’s either too narrow, too broad, not challenging enough, or more of a stretch than you imagined. Maybe the company isn’t measuring up. Or, perhaps your boss isn’t the caring, supportive mentor you thought he/she would be.

In a state of confusion, you wonder what you should do. Stick it out? For how long? Leave? Then what? The decision to stay or leave a new job is a personal one, with no right or wrong answer, as everyone’s situation is unique. And most people, at one time or another, have been faced with this dilemma. To help you think through your next move and determine what’s right for you, here are some questions you may want to ask yourself:
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Here are four things you should keep in mind as you build your company’s brand:

1)                  Own the “Significant Thing”:  Dole tried to be all things to all people spend your time focusing on a single clear message.  Mercedes-Benz owns “ Engineering “ in the car industry because it’s focused on that singular message for decades.

2)                  Consistency is key:  consistent presentation will ensure that your customers recognize you. Be consistent in the use of logos, taglines, visual elements, tone, and ad copy.  Coca-Cola it is one of the most recognized brands in the world because they haven’t changed in decades.  Make sure your brochures, website, Direct mail, and all the other advertising have the same feel and message.

3)                  Make your message relevant:  know your audience, know what they care about and how to speak to them.  Make sure what you sell is what they need.  Remember the conversation should always be about your audience, not you.
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We are living in a world of change. Shift happens! Competition comes from all over the world, which means that many American businesses are in trouble.

Many decisions are being made that are contrary to both good business sense and building customer loyalty.

Most organizations’ marketing is usually an exercise in figuring out what to do to get current or potential customers to spend more dollars with them.

I’m suggesting that instead of thinking about what to do, figure out what to stop doing. In other words, stop doing the “stupid stuff.”

Not doing the stupid stuff means finding out what prevents customers from spending money with you and making sure that that action or reaction never happens again.

Here’s an example of what I call “stupid stuff.” Some airlines now want to charge customers who want to speak to a live agent.
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