Full disclosure here...I didn't attend kindergarten, but I was lucky enough to have parents who taught me these things anyway.
Numerous books and articles highlight the things we learned as children, and how important it is to use them everyday when dealing with your customers. However, spend a day going shopping and out to lunch and you will find that there are a number of people who did not read the books and articles, so let's have a refresher.
In kindergarten, we learned to say please and thank you, say hello and goodbye. We learned proper manners, to smile, and to be nice. The question you need to be asking yourself as a manager or business owner is, “are your people following through with those simple gestures?”
If they are, good for you...if they are not, you have a problem.
I am amazed how many times I go into a store and instead of a warm greeting; I am ignored. One store in particular, I had to wait until the two people behind the counter finished their conversation about the weekend before I was waited on.....I still didn't get a greeting...just a stare and they waited for me to start the conversation.
Don't get me wrong, it's not important that it was me...it is important because I am a customer. Customers spend money….employees will end up with some of that money in their paychecks. The more customers, the better the chance the paycheck has of growing.
Bottom line... how are your customers being treated? Do you only judge your employees performance when you are around? If so, what are the odds that your staff acts differently when you are not around? Do you have a secret shopper (s) set up?
Everything you do for your business comes down to the moment the customer comes into the store...make them feel good and you will be surprised how well your business will do. Treat them as an interruption...you will be saying things such as...my advertising doesn't work or the chamber is not getting the people here or some other excuse.
By the way, if you do have employees that make your customers feel special, you had better take care of them -- they are becoming a minority. Have a great day...it's the best one God will give you today.
LOOKOUT SALES PITCH: I have developed a customer service talk that teaches your employees, in a broad sense, about the history of the area and at the same time talks about better customer service. If you are interested, contact me at passionatelyspeaking@centurytel.net
About Me
- Steve Willoughby
- Branson, Missouri, United States
- A marketing consultant, a radio personality, a proven public speaker. Steve Willoughby is ready to inspire, motivate and entertain your group.
Sunday, May 24, 2009
Wednesday, May 6, 2009
Have you got to the root of the problem?
So this weekend, I was doing some brush clearing. Not manly man brush clearing, where you feel the power and sound of a chainsaw....no this was the smaller stuff.
The kind of stuff that wraps itself around a fence...and instead of a manly chainsaw, you have to hold trimming shears, or clippers, or whatever you might call them....they are not intimidating, but they get the job done. It was the kind of trimming where you might have to work through the limbs and leaves to get to the root of the brush, but once you get to the root, one cut shows a great deal of progress.
As I was working, I realized that clearing this kind of brush and life have a lot in common. Sometimes we have to work out a problem step by step...but if we are consistent and dedicated, we eventually get to the root of the problem and we make big progress with one change.
Whatever the problem, whatever the challenge, small consistent change will eventually help you find the root and once there -- success is sure to follow. Remember, life is full of challenges -- how we handle those challenges will determine what kind of success we can enjoy. Not all problems can be solved with a chain saw -- some need a more delicate tool, dedication, and determination.
Have you seen my speaking video? Go to http://www.bransonbusiness.blogspot.com/
The kind of stuff that wraps itself around a fence...and instead of a manly chainsaw, you have to hold trimming shears, or clippers, or whatever you might call them....they are not intimidating, but they get the job done. It was the kind of trimming where you might have to work through the limbs and leaves to get to the root of the brush, but once you get to the root, one cut shows a great deal of progress.
As I was working, I realized that clearing this kind of brush and life have a lot in common. Sometimes we have to work out a problem step by step...but if we are consistent and dedicated, we eventually get to the root of the problem and we make big progress with one change.
Whatever the problem, whatever the challenge, small consistent change will eventually help you find the root and once there -- success is sure to follow. Remember, life is full of challenges -- how we handle those challenges will determine what kind of success we can enjoy. Not all problems can be solved with a chain saw -- some need a more delicate tool, dedication, and determination.
Have you seen my speaking video? Go to http://www.bransonbusiness.blogspot.com/
Tuesday, April 28, 2009
Advertising made simple
Let's talk about advertising.
One of my favorite definitions of advertising is, "advertising is what you do when you can't go see someone." In other words, advertising is a sales message about your business.
So think about advertising as a paid salesperson. How do you want your staff to talk to your customers? Do you want them jumping up and down? What about speaking in a bunch of cliche's with speech patterns that make people wonder from what planet they were hatched?
Or do you want your sales people to effectively communicate with your customers from the customers perspective. Do you train your sales people to find the customers problems and solve them. As Dan O'Day teaches, don't talk in terms of features. Don't even talk in terms of benefits. Talk in terms of results.
The old example is the person who is looking to buy a drill, really doesn't want a drill -- he needs a hole in the wall. The day our son left for the Navy, I gave my wife a chain. Frankly it is one of the least expensive pieces of jewelry I have purchased for my wife. But that moment when she opened it is one I will remember forever. It was a celebration of the job she did as a mom, it was a reassurance that as we enter a new stage in our life, I will be there for her and her for me. It was nothing about most of the crap that jewelers want to put into their advertising. It was about the moment.
What about your advertising, is it full of features, benefits or results for your customers. If you have a weak sales message, you can put it anywhere -- it still won't work. Have you checked out my speaking demo, go to http://www.bransonbusiness.blogspot.com/ -- Hope you enjoy. Stay Tuned.
One of my favorite definitions of advertising is, "advertising is what you do when you can't go see someone." In other words, advertising is a sales message about your business.
So think about advertising as a paid salesperson. How do you want your staff to talk to your customers? Do you want them jumping up and down? What about speaking in a bunch of cliche's with speech patterns that make people wonder from what planet they were hatched?
Or do you want your sales people to effectively communicate with your customers from the customers perspective. Do you train your sales people to find the customers problems and solve them. As Dan O'Day teaches, don't talk in terms of features. Don't even talk in terms of benefits. Talk in terms of results.
The old example is the person who is looking to buy a drill, really doesn't want a drill -- he needs a hole in the wall. The day our son left for the Navy, I gave my wife a chain. Frankly it is one of the least expensive pieces of jewelry I have purchased for my wife. But that moment when she opened it is one I will remember forever. It was a celebration of the job she did as a mom, it was a reassurance that as we enter a new stage in our life, I will be there for her and her for me. It was nothing about most of the crap that jewelers want to put into their advertising. It was about the moment.
What about your advertising, is it full of features, benefits or results for your customers. If you have a weak sales message, you can put it anywhere -- it still won't work. Have you checked out my speaking demo, go to http://www.bransonbusiness.blogspot.com/ -- Hope you enjoy. Stay Tuned.
Tuesday, April 14, 2009
A hodge Podge
Derinda and I just returned from a cool Easter weekend with our Kids, Tara and Russell, and our daughters boyfriend, Eric. We picked Tara and Eric up in St. Louis and drove to Chicago to see Russell, who serves in The United States Navy and is finishing up "A" school.
Don't worry I am not turning this blog into a personal rundown of what I do (nobody cares) but I do have a variety of observations.
1. Directions in our life. I have admitted on this blog and in speeches that my sense of direction is not bad, it is non existent. Luckily, Derinda, Tara, Russell and Eric (who is a pilot) have a great sense of direction and the patience to read a map or GPS. However, ever time we got in the car to drive around Chicago -- I asked that only one person be the spokesperson to give me the direction.
The question is....who is giving you the direction in your life, your career, your marriage, etc. Like driving, life goes better when you have a plan and there are road marks verifying that you are going in the right "direction." Have you looked at your life's road map in a while?
2. It was a great weekend, it was great being with my family. Today, the first thing I did was to stare outside and see the lack of people...just trees. Being a certified red neck growing up in Southwest Missouri, I need that. I understand the "energy" of the city, the incredible view of a city skyline, the fact that the city never shuts down. I just need to shut down from time to time.
I am not a Bible Scholar, but Christ went to be by Himself several times....I think we all need quiet time to think, relax, and be thankful for what we have been given. I didn't notice a whole lot of thankful people in the city.
3. Chicago used to be one the great radio markets in the country. Legendary talent, Legendary stations like WLS, WGN. WBBO, etc. Even on these lendgendary stations, there were some terrible radio commercials. WLS gave people the opportunity to call in and leave a voice mail about their small business and then the station played it back at 51 past the hour. Cool idea -- the problem, was nobody ever talked about the reason to do business with their company. They talked about hours, what they offered, etc - etc. But they never communicated the results of doing business with them. Remember, nobody wants your products, they want the result that your product will give them.
Are you talking to your customers? Are you communicating not features, not benefits, but results..."if you do business with me, this will happen to you? Try it, it works.
I hope that you have gone to http://www.bransonbusiness.blogspot.com/ to check out my new speaking video. I would enjoy the opportunity to talk to your group. . Remember, this is the best day God is going to give you today, you might as well make it a great one! Stay Tuned.
Don't worry I am not turning this blog into a personal rundown of what I do (nobody cares) but I do have a variety of observations.
1. Directions in our life. I have admitted on this blog and in speeches that my sense of direction is not bad, it is non existent. Luckily, Derinda, Tara, Russell and Eric (who is a pilot) have a great sense of direction and the patience to read a map or GPS. However, ever time we got in the car to drive around Chicago -- I asked that only one person be the spokesperson to give me the direction.
The question is....who is giving you the direction in your life, your career, your marriage, etc. Like driving, life goes better when you have a plan and there are road marks verifying that you are going in the right "direction." Have you looked at your life's road map in a while?
2. It was a great weekend, it was great being with my family. Today, the first thing I did was to stare outside and see the lack of people...just trees. Being a certified red neck growing up in Southwest Missouri, I need that. I understand the "energy" of the city, the incredible view of a city skyline, the fact that the city never shuts down. I just need to shut down from time to time.
I am not a Bible Scholar, but Christ went to be by Himself several times....I think we all need quiet time to think, relax, and be thankful for what we have been given. I didn't notice a whole lot of thankful people in the city.
3. Chicago used to be one the great radio markets in the country. Legendary talent, Legendary stations like WLS, WGN. WBBO, etc. Even on these lendgendary stations, there were some terrible radio commercials. WLS gave people the opportunity to call in and leave a voice mail about their small business and then the station played it back at 51 past the hour. Cool idea -- the problem, was nobody ever talked about the reason to do business with their company. They talked about hours, what they offered, etc - etc. But they never communicated the results of doing business with them. Remember, nobody wants your products, they want the result that your product will give them.
Are you talking to your customers? Are you communicating not features, not benefits, but results..."if you do business with me, this will happen to you? Try it, it works.
I hope that you have gone to http://www.bransonbusiness.blogspot.com/ to check out my new speaking video. I would enjoy the opportunity to talk to your group. . Remember, this is the best day God is going to give you today, you might as well make it a great one! Stay Tuned.
Friday, April 3, 2009
The best things are free!
This was scheduled to post last week...sorry about the mix-up.
A final four team could teach us all a lesson. The best things in life are really free.
But I want to focus on Villanova. Villanova beat Pittsburgh with a last second shot (more of a lay-up) with a half of a second left on the clock. But to me, the real story is how the took advantage of the uncontested free throws. For the game, they were an amazing 22 of 23 from the charity stripe. All tournament long, you could watch amazing athletes who can jump high, shoot far, move quick, but they missed free throw after free throw. Not Villanova.....and they are in the final four to prove it.
Let's relate that to your business. How are you doing with the small stuff, the little things that may not be as "sexy" as the seemingly more important or exciting things. Some things to consider...
You get excited about the new client/customer, while you ignore the ones who have been with you for awhile.
You don't return the phone calls as fast as you should.
The thank you card/email is not sent out like it once was.
You don't keep up with the competition as you once did.
If you are wanting to get to the final four, make sure your free throwing shooting is good. Don't take my word for it, you can ask any Memphis fan from last year. Stay Tuned. See my new speaking demo at http://www.bransonbusiness.blogspot.com/
If you are reading this blog on email, be sure and click on the link below to visit my blog page and see interesting facts such as: Daily Bible Verses, Fitness Tips, Financial Tips and Amazing Fact of The Day. Remember, this is the best day God is going to give you today, you might as well make it a great one!
A final four team could teach us all a lesson. The best things in life are really free.
Villanova is one of the final four teams that will play this weekend. All the teams could teach us about success, they played great team basketball, hit the clutch shots, were prepared, etc.
But I want to focus on Villanova. Villanova beat Pittsburgh with a last second shot (more of a lay-up) with a half of a second left on the clock. But to me, the real story is how the took advantage of the uncontested free throws. For the game, they were an amazing 22 of 23 from the charity stripe. All tournament long, you could watch amazing athletes who can jump high, shoot far, move quick, but they missed free throw after free throw. Not Villanova.....and they are in the final four to prove it.
Let's relate that to your business. How are you doing with the small stuff, the little things that may not be as "sexy" as the seemingly more important or exciting things. Some things to consider...
You get excited about the new client/customer, while you ignore the ones who have been with you for awhile.
You don't return the phone calls as fast as you should.
The thank you card/email is not sent out like it once was.
You don't keep up with the competition as you once did.
If you are wanting to get to the final four, make sure your free throwing shooting is good. Don't take my word for it, you can ask any Memphis fan from last year. Stay Tuned. See my new speaking demo at http://www.bransonbusiness.blogspot.com/
If you are reading this blog on email, be sure and click on the link below to visit my blog page and see interesting facts such as: Daily Bible Verses, Fitness Tips, Financial Tips and Amazing Fact of The Day. Remember, this is the best day God is going to give you today, you might as well make it a great one!
Monday, March 9, 2009
Be willing to fail.
Have you ever thought about the difference between the successful and the not so successful. Why is it that some people who grew up with nothing, became very successful and some people who seemingly had everything going for them, never seemed to be able to "make it"?
I think it is a lot easier than some people try to make it. There are people who are willing to put themselves on the line, try new things, work and stay focused on the end result. They allow themselves to dream, but more importantly they act on that dream. They believe in themselves and they are willing to risk failing to achieve success.
There are a lot of people, who think they are being supportive and loving, who will tell you to grow-up, forget about your dreams, be happy with what you have achieved, just leave well enough alone. Do you really want to listen to them? Do you have a dream that you can't let go of? Take action, take the step, be willing to fail -- so you can succeed. Stay Tuned.
If you are reading this blog on email, be sure and click on the link below to visit my blog page and see interesting facts such as: Daily Bible Verses, Fitness Tips, Financial Tips and Amazing Fact of The Day. Remember, this is the best day God is going to give you today, you might as well make it a great one!
I think it is a lot easier than some people try to make it. There are people who are willing to put themselves on the line, try new things, work and stay focused on the end result. They allow themselves to dream, but more importantly they act on that dream. They believe in themselves and they are willing to risk failing to achieve success.
There are a lot of people, who think they are being supportive and loving, who will tell you to grow-up, forget about your dreams, be happy with what you have achieved, just leave well enough alone. Do you really want to listen to them? Do you have a dream that you can't let go of? Take action, take the step, be willing to fail -- so you can succeed. Stay Tuned.
If you are reading this blog on email, be sure and click on the link below to visit my blog page and see interesting facts such as: Daily Bible Verses, Fitness Tips, Financial Tips and Amazing Fact of The Day. Remember, this is the best day God is going to give you today, you might as well make it a great one!
Monday, February 23, 2009
Respect follows Responsibility
One of the hardest things I ever had to do for my job was to give up David Letterman's Top Ten List. Well...sort of.
When you have to be at work at 6:00 AM and you are supposed to be able to communicate, be somewhat pleasant, and sound like you love life....you need sleep. It took me a long time to realize that I either needed to get a job with a starting time of 9:00 AM or stop staying up late to watch Letterman. I had to grow up and be responsible.
Now on the surface....going to bed earlier because you have to get up early is not a scientific break through. However, I believe that our society could learn from that simple lesson. Everybody wants respect....but some are not willing to take the responsibility to earn the respect. Let me give you three quick examples.
1. The banking and housing crisis to me boils down to the ill fated thought that everybody deserved a house -- regardless of their financial situation. The responsible thing to do is work and wait until they could afford the house.
2. There are TV commercials featuring, supposedly, real people bragging about the fact that they owed the government back taxes so they called a 1-800 number and got those taxes reduced. The responsible thing to do is pay your taxes.
3. The fast food industry is under attack because our society is overweight. Hey I struggle all the time with my weight. I have never been forced to pull through the drive through and eat.
And when I did, I should be held responsible not the fast food owners.
Small consistent changes lead to major success. If we want respect, we need to take the responsibility to make the changes. Do you have any changes you need to make? Stay Tuned.
If you are reading this blog on email, be sure and click on the link below to visit my blog page and see interesting facts such as: Daily Bible Verses, Fitness Tips, Financial Tips and Amazing Fact of The Day. Remember, this is the best day God is going to give you today, you might as well make it a great one!
When you have to be at work at 6:00 AM and you are supposed to be able to communicate, be somewhat pleasant, and sound like you love life....you need sleep. It took me a long time to realize that I either needed to get a job with a starting time of 9:00 AM or stop staying up late to watch Letterman. I had to grow up and be responsible.
Now on the surface....going to bed earlier because you have to get up early is not a scientific break through. However, I believe that our society could learn from that simple lesson. Everybody wants respect....but some are not willing to take the responsibility to earn the respect. Let me give you three quick examples.
1. The banking and housing crisis to me boils down to the ill fated thought that everybody deserved a house -- regardless of their financial situation. The responsible thing to do is work and wait until they could afford the house.
2. There are TV commercials featuring, supposedly, real people bragging about the fact that they owed the government back taxes so they called a 1-800 number and got those taxes reduced. The responsible thing to do is pay your taxes.
3. The fast food industry is under attack because our society is overweight. Hey I struggle all the time with my weight. I have never been forced to pull through the drive through and eat.
And when I did, I should be held responsible not the fast food owners.
Small consistent changes lead to major success. If we want respect, we need to take the responsibility to make the changes. Do you have any changes you need to make? Stay Tuned.
If you are reading this blog on email, be sure and click on the link below to visit my blog page and see interesting facts such as: Daily Bible Verses, Fitness Tips, Financial Tips and Amazing Fact of The Day. Remember, this is the best day God is going to give you today, you might as well make it a great one!
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