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Archive for June, 2009

How to Identify Bad Customers

Monday, June 29th, 2009

Bad customers cause major headaches and can cost your company money. Here’s how to discover who the bad customers are for your organization.

Bad Customer

After the sixth phone call my friend Todd reached a conclusion.  “There was NOTHING I could do that was going to make the customer happy,” said Todd, a national sales director of a major US manufacturer.  “He had no intention of being satisfied.”

Todd dropped the client.

Now you may have heard the old saying that the customer is always right.  That however doesn’t mean there aren’t bad customers.  They are the customers that drain resources and opportunities, robbing you of time to focus on your top customers.  They’re the ones with excessive demands and complaints and your employees hate them.  Finally, they’re most often the source of negative word-of-mouth about your company.

How do you identify a bad customer?  Here are some tips:

  • The customer has high service costs and contacts you above average


  • The customer exhibits a consistent behavior of switching vendors within your sector and others


  • You acquired the customer through a high promotional inducement, which creates an expectation of price discounts or incentives, neither of which is good for margins or long-term loyalty


  • Your staff consistently complains about the customer


  • They threaten to drop you or sue you any time they are unhappy


  • The customer is outside of your ideal target market

Remember, the quality of your relationship with the customer determines your profitability with the account.

In upcoming writings we’ll talk about how to deal with the bad customer (firing them works but is a last resort option).  Right now though I’d like to know how you identify a bad customer.  Leave me your indicators by commenting on this posting.

Creating a Winning Workforce

Friday, June 26th, 2009

Want to get more out of your workforce?  Here are 10 tips on creating a profitable partnership between you and your employees.

A Winning Workforce

#1 – Pay attention to the front line.

Listen to your front line as most of your best ideas come from workers closest to production or closest to the customer.  Solicit their input for improvement opportunities and cross-train to allow employees to learn from each other.

#2 – Use worker input.

It’s not just enough to ask for worker input…you have to use it.  And make sure the rest of the team knows when you did.

#3 – Pay for performance.

You simply must find a way to tie worker pay into performance at all levels within your organization.  For employees that are part of work groups, consider offering production incentives or profit-sharing.

#4 – Minimize layers of management.

Push down authority to the lowest possible level within the organization.  Teach your team to think and act like “mini CEOs.”

#5 – Tell your people you care about them (and mean it).

How people are treated goes a long way in determining how they’ll perform, especially in the long term.  What people really want to know is what they do matters.

#6 – Focus on development.

Show employees what they are learning and how it will help them advance their skills and career.  Explain how assignments help an employee reach a development goal.  Learning and development are high priorities to strong employees.

#7 – Guard your culture.

Your philosophy and heritage are important and cultural compatibility should be a big focus of your hiring and policy efforts.

#8 – Set clear goals.

Everyone must clearly understand their role on the team and have a performance goal.  Make them specific, measureable, attainable, realistic and timely (have a time frame associated with the goal).

#9 – Celebrate accomplishments and support people when they make mistakes.

Money isn’t the only way to inspire people.  Recognition is often a great motivator.  Recognize accomplishments and you’ll see people striving to do more.  When workers make mistakes, correct the mistake and focus on the behavior.  Treat people with respect and dignity.  You’ll have less repeat mistakes and a better attitude in your workforce.

#10 – Take some calculated chances.

Every strong business realizes the importance of taking risks.  Your workforce appreciates a progressive company that’s striving to grow and improve, especially in this economic climate.  Embrace new technologies, new marketing approaches and new processes for it is those things that ensure your survival.

Double Your Productivity for Under $3

Wednesday, June 24th, 2009

How buying a simple kitchen timer can significantly increase your productivity.

Kitchen Timer

What would it mean to you if you were TWICE as productive as you are now?

Would you open that new business? Earn more? Take more time off?

There’s a simple $3 kitchen device that can DOUBLE your productivity the very first time you use it. That’s like having an extra 8 hours a day!

It’s called a kitchen timer and you may remember it as the white thing that chimed when your mom was cooking dinner. Trust me though when I tell you this simple device can double the quality time you spend doing productive things.

Most business owners have difficulty being personally productive. The day-to-day demands of running the business, coupled with interruptions from others, make personal productivity one more mountain for the business owner to climb in an already demanding workday.

When was the last time you put a consistent effort into planning, strategy and evaluation of your business without sacrificing your personal time?

The big problem is staying focused on the tasks at hand. Your mind wanders to other things and handling interruptions and, before you know it, you haven’t gotten anything done that you planned.

The kitchen timer helps you solve this problem in a highly effective way.

Take the kitchen timer and set it for a time that you will do NOTHING but work on the task at hand. For the period of time you set, commit your full attention to the task at hand and let it be your sole purpose on the planet for that period of time.

Simply going through the process of setting the timer signals to you and others that you will do nothing but work on the task at hand for the time you have allocated to it.

If you find your mind wandering, look at the timer to bring you back in focus. You’ll also find it very easy to avoid outside distractions. A big reason is that your mind already knows when the task we’ll end, making it much easier to focus.

Try it out and watch your productivity soar.

8 Steps to Better Marketing

Monday, June 22nd, 2009

Here are 8 easy steps to better marketing results.

Steps to Marketing Success

#1: Have a realistic goal.

Define what you want to achieve and why.  Be specific and realistic.  A big part of the process is to define what you are willing to do to accomplish the goal – you may need to change some behaviors.

#2: Get a support system.

It’s important to include co-workers and possibly vendors who can help you achieve your marketing goals, as well as like minded business people with whom you can swap ideas.

#3: Think positively.

Put your energies towards proactive steps that will take you towards your goals.  Focus on your positives and tone down destructive thinking.

#4: Learn about internet marketing.

Educate yourself about internet marketing.  No matter how good you are at what you’ll do, you’ll struggle and maybe even fail without strong internet marketing.  A great place to learn more about internet marketing is http://righton-nobull.com/internet-marketing-webinars/.

#5: Focus on marketing each business day.

Make marketing an every day process in your business, not an event getting attention only every once in a while.  Steady, consistent effort is what produces the greatest results.

#6: Watch for positive change.

Don’t get IMMEDIATELY hung up on sales.  Look at other key performance indicators (KPI) concerning traffic, time spent on site, conversions, etc. as well.

#7: Don’t expect miracles.

Sustainable and healthy sales growth isn’t a quick fix process.  It’s a process shift, one that offers tremendous rewards beyond sales increases.  As you refine your process, you’ll keep customers longer and understand them better.  Sales will increase and your marketing will start to feel automatic.

#8: Get help when you need it.

If you aren’t making progress, get our help.  You may unaddressed obstacles or need specialized expertise.  We are here to help you.

How Online Testing Can Make Your Company Earn Like Google

Friday, June 19th, 2009

How you can follow Google’s testing strategy to make your company prosper.

Key to success

Wouldn’t it stink to be in the home sales business right now?

A friend of mine used to drive by a billboard every day that said “New Home FINANCE Center.”

Not a good thing in this down cycle but with the change of just a few letters this company ensured their survival in a down economy.

The billboard now says “New Home RELIEF Center.”

This is smart marketing and smart marketing always stems from a complete reality check.

That’s why Google is so dominant.

By adopting a “we don’t know it all, let’s test it attitude,” Google did the near impossible.

In less than 8 years they grew from nothing to the world’s most valued company.  They became more important than IBM…a bigger media player than all the TV networks COMBINED and put Microsoft back on its heels so far Bill Gates devoted his life to charity.

Through it all Google stays REALITY based.

They test every new business idea.  They test and re-test all aspects of their marketing to make sure they get maximum impact from all of their sales and marketing processes.

The first thing most small and mid-size service and retail companies should do is correctly set up an online advertising campaign on Yahoo or Google and then test it with your website (or special landing pages) to find out what converts traffic to sales in profitable fashions.

Take your time when doing this and do it correctly.  Every part of the process teaches you what works and what doesn’t and it’s this trial and error that will ultimately lead you to marketing success.

Why should you use search engines for this testing rather than other media?  There are lots of reasons but my favorites are as follows:

 

  1. Search engines deliver a consistent, somewhat predictable flow of traffic

 

  1. We can totally control how much we spend

 

  1. We get more marketing and customer data from this source than any other option

 

  1. We have more control of the testing process

 

THEN and only when it is working on our Google or Yahoo test do we break it out to our other marketing channels, in this preferred order:

 

  1. Search Engine Test (Google or Yahoo)

 

  1. Search Engine Optimization of Website

 

  1. Other Search Engine Advertising

 

  1. Email Promotions and Newsletters

 

  1. Blog tagging, podcasting, videocasting and other online channels

 

  1. Affiliates

 

  1. Press Releases

 

  1. Direct Mail

 

  1. Print Advertising

 

  1.  Other Media, if used

 

We test on search engines first because we can best control the conditions of our efforts while minimizing the expense.  Get it right there FIRST and then carry the messages forward to other lead generation channels.  Don’t let other more expensive channels offering less information be your test dummy.  If it works on the search engine, it most likely will work everywhere else.

Using this technique has the same effect water has in growing grass.  For a very small percentage of your ad budget you are getting valuable information from people that are your potential customers.  When you are ready to move to items 2-10, you’re doing so with valuable information that will explode your revenues, oftentimes 5-40 times as much as those not using such practices.

I want you to have a consistent recipe for generating traffic that converts into your desired business actions.  I want you to be able to use this recipe at will and have it do what you want at very minimal risk.  All the time, every time.

Test and make great things happen.

Trying to Reach a Prospect? Use the Rules of Dating

Wednesday, June 17th, 2009

How to use the rules of dating to increase your sales success.

Sales Call

Sales organizations try to “pick up” new prospects all the time. When you think about the process you’ll see it’s a lot like dating. Here’s how:

  • The phone call – you must have something interesting and relevant to say. Make sure you know about the person and the company you are calling.
  • Avoid the cheesy pick up lines – have a point and state it. Save the clever lines for Larry the Cable Guy.
  • Don’t make it about you – no one cares what you want to do, they care about what they need or the problems they need solved. Focus your conversations in those directions.
  • Be considerate – never call during rush hours, at 5 p.m. on Friday or in the middle of the night (what date likes a call at closing time?).
  • Don’t compromise your integrity – no matter how pretty your date may be, don’t lie or mislead. If the situation is not right based upon truth and reality, walk away and look for a better fit.
  • Don’t go on and on – we’ve all talked to someone that didn’t know when to shut up. Deliver your message. Illustrate it and then move on to the next action.
  • Don’t beg and act like an idiot – state your case, answer the objection and make it happen…begging is unbecoming and does not position you well with the prospect.

How to Have Huge Success With Business Blogging

Monday, June 15th, 2009

Learn all about Business Blogging on Company Founder’s radio show “Online Marketing with RSS Ray.”

RSS Ray Logo

If you want to have success with business blogging then you can’t afford to miss Right On – No Bull Marketing’s Founder, Brian Offenberger’s  radio show “Online Marketing with RSS Ray” (he goes by RSS Ray on air).

The show has just moved to a 1:00 pm Eastern, 10:00 am Pacific time slot and is bringing you two of the best guys in the world to talk to if you’re interested in corporate blogging.

Chris Baggot, the Co-Founder and CEO of Compendium Blogware, has helped over 400 companies integrate business blogging into their campaigns for incredible results. During the interview Chris will explain the strategies he uses to make blogging incredibly profitable for businesses of all sizes.

The second guest, Len Gutman, is responsible for creating the Valley PR Blog, a popular public relations blog based in Phoenix, Arizona. His insights into the field of public relations are vital for any business looking to gain media attention using blogging and other social media resources.

Tune in live on wsRadio this Wednesday at 1:00 pm Eastern, 10:00 am Pacific, or download the podcast via iTunes or RSS Feed.

6 Easy Steps to Proofreading Your Work

Monday, June 15th, 2009

Six essential tips for avoiding writing mistakes.

Proofreading

Nothing looks worse than mistakes in your written material.  Mistakes and typos can make you look dumb and cost you money.

Here are my 6 tips to help you proofread to catch errors in your writing:

  1. Print out your work – studies show time after time that the human eye catches more errors in text that is printed out, than on screen.
  1. Increase the point size of your font – most of us write using a 10 pt. or 12 pt. font size…jump it up to 24 pt. to make it much easier to catch errors.
  1. Be careful with the obvious stuff – most of us are good at proofreading text and yet lots of errors occur in the header, footer and logos…check them to be safe.
  1. Read your work out loud – you’ll write better and catch more mistakes.
  1. Read slowly – take your time and have a healthy sense of doubt about every word…this will give you the distance to catch common mistakes like now for know or would for wood.
  1. Proofread more than once – work through it again line by line, word by word or ask a colleague to check it out as well.

Risk Avoidance Major B2B Buyer Concern

Friday, June 12th, 2009

The most important attribute for B2B sales might not be what you think.Geoffrey James

If you have an outside sales force, they simply must start reading the thoughts of Geoffrey James. 

Geoffrey writes a blog called “Sales Machine” and its jammed packed almost every day with practical sales tips that make people money.

Geoffrey recently wrote that most sales reps don’t understand why a B2B customer works with them.  He asked sales reps to rate the importance of 5 attributes they can bring to the table when speaking with a prospect.  Here’s how they voted:

  • PRICE: Your ability to offer the most for the money. (41%)

  • DIFFERENTIATION:  Your uniqueness compared to others. (29%)

  • TRUST:  Your ability to be a good partner. (20%)

  • INSIGHT:  Your ability to see beyond the obvious. (10%)

  • LEGITIMACY:  Your knowledge of your strengths and limitations. (0%)

Although no one disputes price being an important consideration, B2B buyers are obsessed with something even more important, according to Geoffrey.  They are fixated with RISK AVOIDANCE. 

Geoffrey points out that when buyers focus on price, it’s really because they want to avoid the risk of appearing stupid for having paid too much.  Most B2B buyers will pay a little more as long as the sales rep can lower the overall risk of the deal. The other 4 attributes potentially offer better risk avoidance than only the price.

Geoffrey concludes with a simple truth that all sales reps should clearly understand.  If a prospect respects and trusts you, feels that your offering is unique and sees you as their business partner, price won’t be an overriding issue.

Corporate Speak That Stinks

Wednesday, June 10th, 2009

Are you guilty of using too much corporate jargon? Find out with our list of the most annoying business phrases.

Business Jargon

In the era of “solutions” and “networking,” business world jargon terms are used that make most of us sick.  A few weeks ago I read an article about common terms and felt compelled upon reading the term to write down immediately what came to mind.  Be ware…this tongue-in-cheek essay is not for those in love with corporate speak.

Think outside the box

Take advantage of all that’s inside the box before moving outside it you moron.

“Win-win” situation

Have you ever noticed the person saying this is the one trying to convince you what a great deal they’re shoving down your throat?

Robust

How I want my bank account.  A ‘robust feature set’ usually means you have lots of junk I really don’t need.

Skill set

A skill set is what I want in someone I’m dating.  As for your company, I’d be happy if you just did what you said you would.

No worries

This means you won’t give a damn once you screw up my order…peace, love, happiness and pass the Kool-Aid.

Too much on my plate

Who cares?  Deal with it.  Don’t you know there are brokers starving on Wall Street?

Accountable

OK.  So everyone is accountable.  Now who on your team is in charge?

Engaged

Most engagements end in divorce.  Leave me alone and go be passionate about something.

Passionate

Save your passion for your lover.  I just want you to care.

Work smarter

Generally a phrase a dumb ass manager utters to a totally dumb ass “team member”.

Team Member

The ‘other’ person blamed when your project gets screwed up.

In the loop

Generally used to mean, “Let me expand the size of the noose so you hang along with the rest of us.”

Going forward

We screwed that one up so let’s try something else.

Synergy

This is a mystical term with many applications.  It is most often applied to situations which will soon be defined by missed sales projections and lower cost savings than forecasted.

We need 110%

And by the way we’re controlling costs and need you to take 10 days unpaid leave.

Scenario

What no one is the room believes will actually happen.

At the end of the day

Wait a minute…with downsizing, cell, PDA, Twitter and the rest you actually see the end of the day?

Solution Provider

Something a mother is to her baby.  As for your industry, how can you all be solution providers when you all do the same things and don’t understand my problems?

Touch base

Touching things in the workplace = lawsuit and H.R. hassles to come.

 
  
 

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