The not so dreaded CRM...

We use it, too

Inside sales has changed. Even in the last couple of years, it's become a lot more sophisticated. We're using a lot of the same tools and systems as outside sales people. Tools such as the CRM, for instance.

It's not a phone book

Do you know any of the people in your local white pages? Probably very few of them, if any. Why? Because they're not a part of your life. Their names might seem familiar, but there are too many of them to tell one from the other. This is exactly what you don't want with CRM. These are not just names in a phone book. They're your clients. They're part of your community. They matter to you. The worst thing you can do is treat your CRM as a list of names of people you don't really know or care about. Take time to get to know these people. They are in your CRM for a reason. You made them your clients, and they've worked with you for a reason. You've already established a relationship. Make it count!

Ten customers a day

The goal should be to call or send thank you cards to at least ten customers a day. And not just to call them. To really interact with them. To establish a great relationship as a foundation for future business.

Leave it open

My CRM is open throughout the day. I like to toggle back and forth between computer screens, and check several simultaneously. It's easy when you get used to it. Anybody can do it. It just takes practice, and a mindset of making it a priority.

The best time to use it

I've found the best time to take advantage of CRM, and what it has to offer is the very first hour of the work day. You're fresh, and you're just getting started. Do it then. It's the best thing to start off the day, because later it might get hectic. It's great to do at least five thank you notes, along with at least five calls first thing. And work on your customer list for the next day at the same time.

Take notes

This one is huge! I'm a stickler for taking notes. I'm constantly taking notes about each client in my CRM to remember their preferences, and to understand their life style. Yes, I use it every day, all day. And it's worked for me, because there's only so much I can remember on my own. I use it to study my customers, and it really helps when I'm ready to call them so I'll know exactly what to say to them.

During my interactions with a client, I am going back to CRM and taking notes on what they say to me. You'd be amazed how much all of those notes will come in handy when you call a client. Invaluable. It's like an essay about that particular person. They'll be amazed at how well you remember things! This is a major part of CRM that doesn't get enough attention. Note taking in CRM is extremely valuable. Take advantage of it.

Take it for what it's worth

No, CRM isn't going to be your major money maker. It should be used to help exceed expectations. Meeting your sales goals should be done outside of CRM. That's not what it's for. It's for going over expectations that have already been met. You want to be good at what you do, and you probably are. But if you want to be an amazing sales person, you have to use it every day. Even if you don't like it, you still have to learn to like it.

Using the tool

The more you use it, the more it grows on you. And you get used to using it. That's the key to making it work.   It becomes more and more valuable to you the more you store information in it. Then you realize how important it really is. Your CRM is there to help you through every step of the sales cycle, if you'd only use it.

Thanks for stopping by...CC

Customer service "wow" factor...

Turning woes into wows

Sometimes, a customer will have a "bad" experience. In their minds, it's very bad, and they might never want to come back to your company. Wait a minute. But they're telling you this, so think of it as an opportunity to put your company, and your customer's experience in a different light. You might need to apologize for something you didn't even do. Get used to it. You are the front line, first face they'll see. And you are the face of your company. Apologize.

Ask them what you can do to help them right now. How you can make it better for them, as long as their request is reasonable. And why not? They might have decided to never come back had it not been for you putting out that fire, but now they've decided to give your company another shot. And next time, they'll be coming back to see you. Not only that, but they're going to tell their friends about how you helped them when they were upset, and seemed to make everything better for them. Bottom line? You've probably gained at least three to five clients from that one. Because you set yourself apart from those who gave mediocre service. And you showed that you cared about them.


That personal touch

I call it the personality touch. You add your personality, and color the conversation with information the customer can use, that is also entertaining. Nobody wants to buy from someone who is not fun! If you show you're having fun, and actually engage with them, they will tell you everything you need to know to help them. First engage, get to know each other as humans, then work out what they're looking for. In that order. They'll want to stay with you so much longer, because you took the time to care. And they won't want to leave at the end of the sale. That is what sets average salespeople apart from outstanding salespeople.


Artificial doesn't cut it

Have you ever walked up to someone you knew was going to try to sell you right away? And what happened? You wanted to get away from them as quickly as possible, right? They said hello to you with that Cheshire Cat grin, and you knew you'd walked into trouble. Because it wasn't real. Their smile, and their pitch just didn't feel right. Because you can't fake caring. Or an actual smile. It's as simple as that. Even your eyes will give you away when you're forcing a smile, compared with when you're genuinely smiling. The only way to make it look real is make sure it is real. Even if the customer is talking about something you don't really care about. Take the time to think how you would feel if that was you. You'd want you to care. When you shift your mindset this way, it forces you to really listen. And makes you a better person, as well as a better salesperson.

Get to the point please

We all have an agenda. Your customer has an agenda, and that's why they're asking for your help. You are there to assist them in getting their point across. You are there to listen, and assess their needs in a timely and efficient manner. One of the main things customers need from you is not to waste their time. Your friends and colleagues need this from you, too. But especially your clients. So give them what they're paying you for. Do a great job for them, and in a more than reasonable amount of time. It's another sign of caring. And they'll love you for it.


Give them value

Value is about a complete experience. Did you help your client find products or services that met all of their needs, and fell within their price range? Did you provide friendly guidance for them in making their decisions? Did you redirect them when you saw they could possibly be making the wrong choice? All of these factors add up to a whole experience. They create value for the customer. But mainly, it is you that creates value for them. By the service you provide, and by genuinely caring about helping them meet and exceed their needs. You don't want to just be good. You want to go beyond set expectations. To make them value you by showing that you value them. And having them look back fondly on the experience they had with you every time they use your products. That's real value.

Thanks for stopping by...CC

Don't ignore the signs...

Heart disease is the #1 killer of women in America. Be aware. And don't be too nice about it. It's your life that's at stake...

Taking a much needed vacation:)

I'm going to be out and about for the next week or so, but I'm looking forward to coming back at the end of the month with a new blog post I'm working on...

Take care everyone,
CC

Thanks to my readers:)

It's always fun to look on my blog, and see that some of the posts I thought nobody would read are getting attention. Back when I started this blog, it was a much different experience just getting off the ground. Now, it's turned out to be bigger than I expected. It's been great sharing with people from all over the world, and building great relationships with unexpected friends. Here's to 2012, and sharing even more! And thank you again for everything:)! CC

Happy New Year!

Can you believe it's that time again, already? So, what do you plan on accomplishing this year? There are only so many new years until time runs out, so make the most of the coming year. And don't forget to have fun, too! 

Merry Christmas

Wishing you and yours a joyful Christmas, and prosperous new year...

"What you write is who you are." CC

Marginalized

Marginalize: definition~To relegate to the fringes, or out of mainstream society; make seem unimportant.

Recently, I decided to look into a topic that's talked about a lot, especially in the political sector. The marginalization of groups of people in society. This post is dedicated to these groups of people who are struggling to be noticed in society, and what they actually go through. I've heard people say they felt marginalized, so I decided to do some research about what it really meant. It made me realize that some people who say they are, really are not. And it also made me realize who really is. It was a real eye opener, and I'd like to share my findings with you.

Different types of marginalization

There are three major types of marginalization. Individual, community, and professional. An example of individual marginalization would be a disabled person being denied suitable employment because of their disability. Homelessness is an example of community marginalization. An example of professional marginalization would be when a former criminal finds it impossible to find a decent job because of their history, or when a person is stuck with only one type of work because of lack of skills, illiteracy, or a poor economy.

The homeless

As many as 3.5 million people experience homelessness in America alone in a given year. That's about 10% of the poor in America at any given time, according to Wikipedia. In the world, it is estimated that there are approximately 1 billion people world wide who do not have suitable housing. There are approximately 100 million people world wide who have no homes at all. The homeless are by far the most marginalized group in society.

Native or aboriginal peoples

As a result of colonialism, or colonization, many native or aboriginal peoples, such as American Indians, were displaced. Were not allowed to sell or purchase goods, or to own property. This practice of colonization unfortunately still exists in Australia, where the aboriginal people are still cruelly treated as a result of racism.


Single mothers

Before the welfare system was reformed in the early 1900's, single mothers were denied services that married women with children had access to.

Women 


"An environment that maintains world peace and promotes and protects human rights, democracy and the peaceful settlement of disputes...is an important factor in the advancement of women."
~quoted from www.commondreams.org

Poor workers

In America, we are in the midst of an awful recession. It wouldn't be wise of me to downplay it, and try to say things are great with the economy. They aren't. It's been really bad for a lot of people lately. You could say that the recession's caused the marginalization of a lot of workers, who've had a hard time making it, or holding onto their jobs. People that once had a lot of income are finding themselves without work, due to massive downsizing, another form of marginalization.

A lot of workers who've managed to hold onto their jobs are feeling marginalized as well. They're not able to advance to positions they want, because of downsizing of those particular jobs that used to be available, but no longer are. They're stuck in the same circle. And they're tired of it. I've heard this a lot. Americans are tired of the system marginalizing them. But Americans are also a very resilient lot...

The poor in other countries are marginalized in other ways. Illiteracy gets a lot of people stuck in the virtual prison of a job that confines the mind, as well as getting them physically stuck doing work that is menial and demeaning. The tea fields of India are a good example. Seven out of ten of the tea pickers in India's Assam State Plantation can't read or write, thus continuing this circle of marginalization.

The disabled

Disabled people are discriminated against by employers who don't want to give them a chance, due to fear of low productivity, too many sick days, or hurting company image. Disabled people who want to work are sometimes forced to collect disability, even when they want to work.


The elderly

One in four elder persons will go without food at some point in time during the next month. This is due to many factors. Sometimes, they don't have access to transportation, or it is too tiring for them to get to the super market. Sometimes, they don't have money, and don't want to burden anyone, so they wait until they receive their social security or pension checks, and quietly suffer alone. Just knowing this is heartbreaking, and makes communities grateful for Meals on Wheels, which provides hot meals to elderly people in the comfort of their own homes, along with a little extra company and conversation with a person that cares. Sometimes, that is the only interaction with people they will have for days.


Helping people who are marginalized

The question you might be asking is, "What can I do?" Clearly, one person can't save the world. I think the answers will come to each person differently, but if everyone could do something, it could really make a difference in the lives of others. Start in your own community. If you don't have money to give, then give of your time. Whatever you can do to make your community better can really make a difference. The United Way has done a phenomenal job at helping those in American communities to receive so many needed services they otherwise would not have access to. You'd be amazed how far they stretch a few dollars to help our communities. In whatever way you choose to help, I'm sure there is a person out there who will be grateful that you did.

www.liveunited.org
www.meals-on-wheels.org

Thanks for stopping by...CC

My love never breaks...

"My love never changes, even though I might change. The love continues to grow. Even if everything around me breaks, my love will never be broken."

Is it really "just the internet?"

Something just occurred to me. I see folks neglecting their online contacts like they are just "internet connections." But, are they really? I mean, I have never planned on speaking directly with anyone I've networked with on the internet, but I never rule out the possibility. The idea that maybe, that person you connected with on Twitter, or any number of other social media sites, could turn out to be a FRIEND? Your future boss, perhaps? A great collaboration somewhere down the line, or simply someone to get great advice from. Imagine that! Is it really "just the internet?" 

My TSA nomination, and the final results...

I am happy to say I've placed third in the finals of the Top Sales and Marketing Awards for my blog post, Client relationships are like... It has been an amazing experience, especially considering the fact I didn't think a  lot of people would read my blog. I'm glad I decided to continue writing, because it  has led to great things happening in my life, and I am grateful. I would like to thank the judges for their votes. It means a lot to me that I was judged based on my content, and not how many people knew who I was. Thank you so much, and I would also like to thank those who have been so supportive in my efforts to make this website successful. People who have supported me from the beginning, who are the reason for me continuing. Your support means so much... CC