February 2012
Strategies for Success Newsletter February 2012 Issue 74
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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2012 Emily Huling. All rights reserved.
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In this February 2012 issue:
Thoughts from the road
Did you know…?
Welcome to Josmo’s Café
On the road
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1. Thoughts from the road
Diffusing anger – what not to do
Charlotte, NC, my hometown airport, is a very busy hub of USAirways. I get to the airport early enough to visit with my airport staff friends, have coffee, and leisurely board the flight. Not so with the majority of my fellow passengers who are making mad dashes to make connections.
On a recent flight to San Diego, I was lucky enough to get a complimentary upgrade to the first row in first class. It was impossible not to watch the boarding process. A business man entered the plane and was pleasantly greeted by the flight attendant. The man screamed, “I can’t believe the incompetence of this airline!” The flight attendant looked directly at the man and firmly said, “Calm down.” The passenger glared at the flight attendant and yelled, “Don’t tell me to calm down. You haven’t been sitting on the tarmac for an hour almost missing this flight!”
I was astonished at what I had witnessed, but not because of the man’s fury at the airline. The flight attendant’s response to this angry passenger demonstrated exactly what not to do. It added fuel to the fire. Instead, his response should have shown empathy. He should have smiled and said, “It sounds like you’ve had a bad experience but I’m glad you’re here. Where are you sitting?” That response would have indicated to the passenger that he had been heard and then shifted the man’s attention to the present.
Communication reminder. The most effective strategy to move a person through anger is to listen, empathize, and shift the conversation to the present.
More examples of “What to Say” instead of “What Not to Say” are found in Great Service Sells Chapter 10.
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February’s Energizer Minute
Tune in to hear Put the Jam on First. Go to the www.sellingstrategies.com home page and click on the Energizer Minute.
The 2011 Energizer Minute Collection CD is now available! This CD also includes a bonus track The Lost Art of Personal Networking. Get your free copy with any product order over $50.00.
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2. Did you know…?
What’s in a name?
The How Stuff Works founder really is a brain!
Marshall Brain is the founder and brains behind HowStuffWorks.com and the Discovery Communications show so many of us love to watch. This smart and creative 50-year old received a B.S. in electrical engineering from Rensselear Polytechnic Institute in Troy, NY and a M.S. in computer science from North Carolina State University in Raleigh, NC. He went on to become an award-winning teacher at NC State. In 1998, he founded HowStuffWorks.com as a hobby. In 2007, Discovery Communications bought it for $250 million. With the gift of making the complex understandable, Mr. Brain now works as a consultant, author, and speaker.
If you’re interested in learning the not-so-obvious meanings of names, there are lots of Internet sources available. www.babynames.com and www.babynameworld.com are two easy-to-use sites I found. Have fun!
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DIY Group Learning Programs for Producers and CSRs
Two Hours to a Winning Sales Plan This step-by-step program helps agents create a personal one-page sales plan. The process includes a 10-point self-assessment, situation analysis, mission statement, creation of strategies, goals, and activities. A sample plan, prospect and client tracking charts, and a sales activity form are included.
Great Service Sells Presented in 21 five-minute chapters, agencies can use the text with the audio CDs for a year’s worth of group training sessions. CSRs will acquire a dynamic service-oriented mindset and learn tips and techniques to retain business, increase sales, and earn referrals.
Visit www.sellingstrategies.com for more information and to order online.
Order either of these products and receive a complimentary copy of the 2011 The Energizer Minute Collection (audio) which includes the bonus track The Lost Art of Personal Networking.
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3. Welcome to Josmo’s Café
In 2004, John started making a sensational cocktail that was a variation on the traditional Cosmopolitan. Our dear friends, Lisa and Bill, started calling this tasty drink Josmo’s Cosmo, a shortened version of John’s Cosmo. John and I entertain a lot, and before we knew it, our friends were calling our hospitable home Josmo’s Café. We created a logo, a slogan, a wall sign, and a menu format. Over the past seven years, we’ve accumulated a collection of house specialties. At the urging of friends, we’ve decided to compile a cookbook. Just for fun, I thought I’d occasionally share some our favorite recipes in the new Josmo’s Café section of the Selling Strategies website.
This month, we’ll start with our signature house drink, Josmo’s Cosmo, and one of our favorite main dishes, Grilled Garlic Lime Pork Tenderloin.
Enjoy!
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Family and friends that cook together make great food — and even better memories! EH
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5. On the road
Business travel is taking me to these places. Please give me a call if you’d like to connect when I’m in your area.
Private client – New Orleans, LA – February 9-10, 2012
Private client – Alton, IL – February 20-21, 2012
NAMIC Commercial Lines Seminar – Chicago, IL – March 1, 2012
Agency Management CIC – Louisville, KY – March 8, 2012
Agency Management CIC – Tulsa, OK – March 15, 2012
NetVU Annual Conference – Anaheim, CA – April 26-28, 2012
AAMGA Annual Conference – San Antonio – May 6-9, 2012
Private client – Appleton, WI – May 23, 2012
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For Free Stuff, articles, books, and audios to build individual and organizational top performance, visit www.sellingstrategies.com .
Share any of my free stuff, articles, or newsletter content as long as proper credit is included.
Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.
© 2012 Emily Huling. All rights reserved. Newsletter may be shared as long as proper credit is included.