Compassionate detachment...

Appreciating beauty from a distance
(An article I thought you might enjoy)
http://tiny.cc/rlqubw

What I know about cold calling...

I have to admit, on my list of favorite things, cold calling would not be at the top. I am by no means a cold calling queen or guru. However, I make business calls all the time. I am also in charge of cold calling clients to invite them back or tell them about our promotions. Some of these clients are people I have never spoken to, or who haven't been in for quite a while. In other words, they have gone cold. So, I decided to write a post to help those who have a hard time with it, because I've been there. And I've found that it gets much easier with practice, and by following a few simple guidelines...

Tip #1
Preparation

In order to be successful at any type of presentation, you have to prepare. And cold calling is a type of presentation. Just look at it that way. You're doing an introduction at an attempt to establish future business. Prospects don't have time to talk to someone who doesn't have anything to say. They want you to get to the point of what you are looking to achieve for their business. And yes, this puts pressure on you. However, it's part of the process. You're building a relationship with someone who doesn't know you yet, and you have to know what you're talking about, and show that you genuinely want to help them.

Tip#2
Keep it brief

People are busy, and their lives are stressful. They'll usually have a limited amount of time to talk to you. Around five minutes, tops, unless they indicate otherwise. So fit your introduction and key points into your call in that amount of time. Don't be afraid to ask questions about what their needs are, or details of their business operations. And ask from a point of understanding and genuine caring. Be patient and kind. If the prospect wants to keep talking to you, they will. And that's usually a good sign.

Tip #3
Keep it simple and friendly

Unless you're in a board meeting, or talking to a prospect with a business degree, you want to keep your conversation in the simplest terms possible. Explain what you're offering them on a level that anyone who might be listening can understand. Prospects/clients have a tendency not to admit when they don't understand something, so if you go over their head, you could lose them before you start. As I said before, be patient and kind. Be energetic and passionate about what you're offering them. And expect a positive outcome.


Tip #4
Create value

Creating value is all about researching what your particular prospect/client's needs are. In this "getting to know you" stage, think of it as a perfect opportunity to ask questions that indicate your willingness to help your prospect. You need to make your call all about them, and what is best for them. And genuinely care about providing them with the best value for their dollar. Providing helpful tips to your prospect can only build trust and respect, and make them want to do business with you. In other words, genuinely act in a way that is helpful to them. In other words, don't be annoying. Every call you make should add value to their lives, and their business. If you don't think your call could possibly add value, then wait until another time when you have something better to offer them.

Tip #5
Make the call

This seems to be the toughest part for a lot of people. We dread things that we don't practice doing out of fear. Fear of what that person might say to us, or how they might react. Ninety-nine times out of a hundred, that fear is irrational. Yes, there are people who will not want to hear from you. It's happened to me, and it's happened to all of us. But you shouldn't let that stop you from making the next call. Maybe someone was rude when you called them. I've had a client get so upset that I sent her a thank you card, that she complained to my company! If you can believe that. There will always be people who don't appreciate your sincere gestures to reach out to them, which is their loss. Just move on to the next one, and make sure to send Christmas cards to the rude ones. Just kidding.

Thanks for stopping by...CC

"Instead of beating yourself up when you make a mistake, find out what you can learn from it." CC

Dan Waldschmidt's 125 miles for hope...

Please share this video, and let's help Dan to go over his goal of $10,000.

          

Being your own leader...

Leading your own life is as simple as it sounds...
YOU take the lead of YOUR life
Not let someone else lead you to a path you weren't meant to travel
Not let someone else decide your future
You become the leader of yourself
Your own voice of reason
Your own adviser

Not those that say they know better than you
Just because they say it doesn't make it true
You know what's best for you
Because it's your life
Take the lead of yourself

It only takes one time...

To achieve what someone else said you could not do
To get back up and try again
To try, and finally succeed
To make a difference
To leave a great impression
To try something you didn't think you ever would
To make a difference in another person's life
To pick yourself up, and try another way that works
To climb to your destiny
To make it all the way to the top of the mountain


Thanks for stopping by...CC

Who is your real bread and butter?

                                             

I'm talking about the icing on the cake, the sprinkles on the sundae, or the sprig of parsley on your dinner plate. Know what I mean? Okay, it's a metaphor for something else. The customers that make smaller purchases. Oh, Okay:D!

Have you ever stopped to consider how valuable these customers really are? It's important, because these are customers whose importance we sometimes overlook. We sometimes hold more value for the customers we think will provide us with bigger sales, and pay more attention to them. They're the ice cream part of the sundae, metaphorically speaking. But have you ever stopped to think that maybe they are your customers because of those that provided the sprinkles?

Here's an example of an actual customer of mine. Her name is Charlene. Charlene regularly shops with me, and doesn't really spend that much money with me. Usually around $20 each time for a couple of items that are her favored brands. She comes in about twice a month, and we'll chat for a little while. We've established a great relationship, exchanging hair tips, she tells me how to make fabulous recipes, etc. In other words, we're girlfriends.

I didn't expect this to happen, but I'm grateful for at least several of these relationships with my clients that have somehow crossed over into friendship. At least on some level. So here's another area Charlene has been valuable in helping build new business. She brings in her friends. She has another friend, Becky, who has just become a client of mine, and we've also established a great relationship. Becky also knows a lot of people, who I'm sure know more people. These are all possible referrals to be gained from knowing one key person.

Get where I'm going with all of this? What started off as a $20 purchase, has turned into regular visits, and referrals. That could amount to tens of thousands of dollars to my company's and my own benefit. Not to mention Charlene's, and Charlene's friends. Everybody wins. And the reason why this has happened is because I appreciated Charlene's business. And her friendship. I valued her as a person, and that's why she brought her friend in to see me. Because she trusted me. At the same time, I appreciate my clients who come in regularly, and simply because they want to see me. What an honor! And I think they also know how valuable they always are to me.

Thanks for stopping by...CC

Easing the pain: CRM epic part 2

Pain and agony?

It looks like when you say, "CRM", a lot of emotions can come up. I've even heard a couple of salespeople describe it as excruciating. Excruciating? Okay, let's not get overly dramatic here. Excruciating is when someone impales you, rips your skin off, or cuts off your limbs. I don't think we should use that same kind of language to describe using a database.

It could possibly describe the way it makes you feel when you think to use it. As in, the idea of using a CRM system, i.e., beginning to use it, is extremely uncomfortable? Could that be a more realistic way to describe using it? I think so. Yes, it's uncomfortable to use a CRM. Initially. It took me a good two years before I even got used to the idea of using it, or even felt like I really wanted to use it. And that's when I saw its benefit. When I made the decision to be proficient at using my company's CRM system.

Making your own outline

I understand there are some CRM systems that outline the entire sales cycle. Luckily, I don't have that type of CRM. My company's CRM is a simple system. Some of my associates say it's not user friendly, but I don't think that's accurate. I think it's easier to use than other CRM systems, but it just takes practice. And a decision to use it. You can't just stand there and stare at it, expecting to get results. Looking at your CRM is a start, but you need to learn to use the links, schedule appointments, look up your customer's information, etc.

In other words, don't be afraid to push buttons. That's how you learn. An outline of a sales cycle is only an outline. It doesn't mean you have to be exactly on target through every day, every hour, or do everything exactly the way it's outlined for you. It's just a guide. If you don't agree with it, make your own. But don't stop using the CRM because of that. There are other uses you can get out of it if you decide to focus on more positive aspects of CRM.

Appointment scheduling and tracking

It's great for scheduling appointments, and tracking your interactions with a client. And yes, you really want to focus on using it to enhance your interactions with that particular prospect/client. While you're interacting with your client, your time is for them. And that's when you focus on making that customer as delighted as possible. But you'll know so much more about them, and it'll be easier to interact with them because of how you've learned about them through CRM.

Use it for you

One of the reasons I decided to learn how to be proficient at CRM was so that I could teach other people how to use it. I also decided to do that for me. So I could become more valuable to my company. It is definitely a great way to set yourself apart from everyone else. Most salespeople don't want to use it, so when you find a salesperson who is not only willing to use it, but also likes using it, that sets them apart. If you are looking for any type of leadership position, it's a great thing to learn. Your company will rely on you more, because they know you can teach others how to use it. It saves them time and money, and makes you look good at the same time.

Customer satisfaction

The number one reason we use a CRM system is to enhance customer satisfaction. Bottom line. You want your customers to be happy. And happier than they would have been if you had just done things the same way as before. That personal interaction is always most important. There's a difference now, though. It'll be with a little help from something you didn't want to know, but are now glad you did.


Thanks for stopping by...CC

How CC deals with writer's block...

"Treat your clients like honored guests in your home." CC

Cara's list of lists...

12 Reasons to love a hand written note...

1) You can make it like a tweet (140 characters or less)
2) It's charming
3) It reminds people of Grandma
4) It's a bit old-fashioned (yet cool at the same time)
5) It lets the recipient know you cared enough to write (no kidding!)
6) It says something about your personality, i.e., stickers or stamps or other style indicators
7) It makes you stand out (in a good way)
8) People get to see that you can actually write
9) They get to see that you also have messy hand-writing, making you more approachable.
10) It's sappy and sentimental
11) It can't get deleted from their inbox, and they'll feel guilty if they think about throwing it away
12) It helps you keep in touch with prospects, clients, and loved ones:D

Thanks for stopping by...CC

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