Category: <span>Archives</span>

Strategies for Success Newsletter December 2012 Issue 84

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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 December 2012 issue:

Thoughts from my heart
Thoughts from home
Josmo’s Cafe
Stay Energized!
Emily Live

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1. Thoughts from my heart
Every month for seven years I have set aside several hours to write my newsletter. I love doing this! What I Iove even more is hearing from so many of you who write to thank me for passing along good information (the shingles vaccine update and using Milk of Magnesia as a non-irritating deodorant were two popular tips) or letting me know that a story sparked inspiration and motivation.

So now it’s my turn to thank all 4422 of you for your feedback and ongoing support! I wish you the happiest holiday season and a new year of joy and laughter!

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2. Thoughts from home
On Thanksgiving day, John and I went to see the movie Lincoln. A brilliant film on every level – screenplay by Tony Kushner, Steven Spielberg director, and the finest acting by Daniel Day Lewis, Sally Field, David Straitharn, and Tommy Lee Jones. The movie focuses on the one month that Lincoln and his team worked to pass the 13th constitutional amendment outlawing slavery forever. A pivotal moment is when Lincoln presents a visionary point to government leaders who are eager for him to end the war to save lives rather than delaying for the purpose of finding enough votes to pass the amendment in a sharply divided Congress. Lincoln knew that if the war ended first, the amendment would never be passed.

To paraphase, Lincoln conveys this: A compass will you point you true north, but it won’t show you the obstacles (swamps) along the way. If you don’t confront the obstacles, what’s the use of knowing true north?

While we don’t have an entire country’s future at risk in our day-to-day lives, we do find difficulties that get in the way of reaching our greater goals. A friend of mine fought tirelessly against educators who inaccurately labeled her son and wanted to deny him public education resources. She succeeded in her quest and her son is thriving. My husband, John, joined the military after high school instead of going to college. Intent on getting a degree to achieve his career goal, John was graduated from college at the age of 47 enabling him to fulfill his dream. I’m sure you know a person, or are one, who has reached a mountain top overcoming challenges along the way.

As you look ahead to your 2013 life goals, consider the roadblocks on your path. Incorporate how you’ll deal with the complications and barriers as part of your strategy. Don’t let those swamps deter you from accomplishing your dreams!

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Belief, strategy, and action are all needed to accomplish whatever you choose. EH

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A Happy Holiday Gift! 20% Discount on all Audios and Books through December 31, 2012

Speaking of belief, strategy, and action… January is a perfect time to begin a career and business development program in your organization! All of our learning tools are perfect for group learning and discussion. Apply coupon code HAPPY at checkout to receive your savings. Both Energizer Minute Collection CDs will be included with all orders. Visit the store on our website.

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3. Josmo’s Café

Apples that are still plentiful in NC this time of year and we really enjoy them! A close friend passed along this recipe for Apple Cake with Caramel Sauce a few years ago and I make it at least once during the holiday season. We’ve added it to our Josmo’s Café website recipe list.

To access all the recipes, visit Josmo’s Café! Enjoy!

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4. Stay Energized!

December Energizer Minute

Get supercharged with Energizer Minutes – one to two minute audio stories told by yours truly to energize, invigorate, and inspire! Click to hear Giving from the Heart.

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

Fast Forward Your Success – Selling Strategies offers strategic planning, workshops, coaching, books and audio learning materials to build top-performing sales and customer service organizations. To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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Coming in 2013 – New DIY Audio Learning Programs to Advance Workplace Success

Touchpoints for Managers: Improve Employee Satisfaction and Productivity
Touchpoints for Producers: Savvy Selling Strategies
Touchpoints for CSRs: Creating Client Connections

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or if you’re interested in a similar program for your organization.

Agency Management CIC – Chicago, IL – January 24, 2013
Agency Management CIC – Little Rock, AR – February 7, 2013
Private client – Shreveport, LA – February 12-13, 2013
Independent Insurance Agents of North Carolina – Spring Conference – Deliver Service that Sells and Protects – February 20, 2013
NAMIC Commercial Lines Conference – Chicago, IL – February 27-March 1, 2013
NetVu Conference – Grapevine, TX – Proven Producer Strategies to Earn More Money and How to Change – Where to Start – March 14-16, 2013
Independent Insurance Agents of Illinois – Management Conference – Chicago, IL – April 17, 2013

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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.

Strategies for Success Newsletter November 2012 Issue 83

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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 November 2012 issue:

Thoughts from home
Josmo’s Cafe
Stay Energized!
Check it out
Emily Live

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Just Released!! Selling in a Hard Market Interview

Most of you know I wrote Selling in a Hard Market ten years ago. Earlier this month, I was interviewed by Insurance Journal TV who asked me to update the fundamental strategies I wrote about. Here’s my six-minute interview. Enjoy! http://www.insurancejournal.tv/videos/8176/

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1. Thoughts from home
Ted and Rachel – A Love Story

Ted is my long-time, much-admired, insurance agent friend and client. I know his wife, Rachel, and children, not just from industry events over the years, but from following their family adventures on Facebook. I always knew Ted and Rachel had a very strong marriage weathering through the challenges of work and family that are the part and parcel of life. Many couples are lucky enough to have that, but I don’t know many that have the extra ingredients of devotion, discipline, and joy that separate them from the rest.

Ted is celebrating 50 years on this planet in 2013. He figured he and Rachel would do something special to celebrate, but never imagined that his wife had been planning this occasion for 20 years. She had to tell him early to be certain he had time to prepare. So what has she been plotting for 20 years?

After Ted turned 30, she opened a secret savings account. She’s been depositing $100.00 a month for twenty years. It doesn’t take long to do the math. Ted’s present is $24,000 to fulfill a dream. More specifically, a dream car or dream vacation. Is that cool or what?

There’s so much that touches me about Rachel’s gift. That she pictured in twenty years that she and Ted would be celebrating together, a testament of her love. That she consciously and conscientiously put aside the money which probably could have gone elsewhere with three children and some lean financial years. And that she kept it a secret all this time. That would be impossible for me!

I’m not sure how Rachel thought up this great gift, but I know creative, romantic gift giving is not a talent I have. Luckily, there is a resource for those of us who need some help! Check out Greg Godek’s (America’s Romance Coach) classic book 10,000 Ways to Say I Love You: 10th Anniversary Edition.

So what did Ted choose? They are going on an African safari! Lucky for them, the children aren’t interested in going, but good friends will be joining them. I’m already looking forward to seeing the pictures!
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Doing something thoughtful, unexpected and special for another truly demonstrates love. EH

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2. Josmo’s Café

This month we’re serving our Josmo’s Café guests dishes native to our home bases – Pennsylvania and North Carolina. At family dinners in Beaver Falls (any Joe Namath fans out there?), Aunt Sally contributed her special Hot Crab Spread appetizer. John and I wouldn’t be legitimate Tar Heels if we didn’t love Tar Heel Pie, a chocolate pecan pie perfect for holiday celebrations. We’ve added both to our Josmo’s Café recipe list.

To access all the recipes, visit Josmo’s Café! Enjoy!

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3. Stay Energized!

November Energizer Minute

Get supercharged with Energizer Minutes – one to two minute audio stories told by yours truly to energize, invigorate, and inspire! Click to hear Be Awake.

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

Take Charge of Your Career. Rough Notes – August 2012 issue – My article outlines a plan to assess capabilities and implement a measurable plan to achieve career goals. To read the article, click here.

Fast Forward Your Success – Selling Strategies offers strategic planning, workshops, coaching, books and audio learning materials to build top-performing sales and customer service organizations. To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.
Get your complimentary Energizer Minute Collection CDs with any product purchase over $75. The first collection includes all 24 Energizer Minutes from 2009 and 2010. The 2011 collection CD includes a bonus track The Lost Art of Personal Networking. Many clients use these motivational minutes as discussion topics in staff meetings.

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4. Check it out

Like all of you, I’m inundated and overwhelmed with the amount of online content. What’s worth my time? Who continually offers material and commentary that educates and challenges my thinking and position? (Thank you, readers, who endorse my newsletter for those qualities!) Well, here are my top picks for relevant, thought-provoking, and original business ideas.

Roxanne Emmerich – www.roxanneemmerich.com – Tips for Building a Motivating Workplace – Subscribe to her Thank God It’s Monday E-Zine – I look forward to reading it every Monday!
Brad Ruben – www.myarchway.com – How many people can offer technology advice and make it fun and entertaining? Brad’s the master! Check out Brad’s Blog archive on the website. I subscribe to the Monday newsletter because I don’t want to miss a thing!
Jeffrey Gitomer – www.gitomer.com – When I met Jeffrey 20 years ago, he was just starting his sales training business. What an empire he’s built! He irreverently tells it just the way it is and his fans benefit.
Jill Konrath – www.jillkonrath.com – Jill’s sales materials and advice provide a solid foundation for sales success. She continually provides free information which keeps me opening her e-mails to see what fresh ideas I can discover.

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or you’re interested in a similar program for your organization.

NAPSLO Committee Day – Dallas, TX – November 12-13, 2012
Private client – Great Service Sells – Appleton, WI – November 14, 2012
Private client – Providence, RI – November 27-29, 2012
Agency Management CIC – Chicago, IL – January 24, 2013
Agency Management CIC – Little Rock, AR – February 7, 2013
Independent Insurance Agents of North Carolina – Spring Conference – Deliver Service that Sells and Protects – February 20, 2013
NAMIC Commercial Lines Conference – Chicago, IL – February 27-March 1, 2013
NetVu Conference – Grapevine, TX – Proven Producer Strategies to Earn More Money and How to Change – Where to Start – March 14-16, 2013

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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.

Strategies for Success Newsletter October 2012 Issue 82

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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 October 2012 issue:

Emily’s Mailbag
Josmo’s Cafe
Stay Energized!
Did you know…?
Emily Live

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1. Emily’s Mailbag
Dear Emily,

We’ve implemented one of your recurring recommendations to enhance communication and teamwork – to have everyone in the office read an inspiring and relevant business book and hold group discussions. We have already read Now, Discover Your Strengths by Marcus Buckingham. I was thinking our next book should be How to Win Friends & Influence People by Dale Carnegie just because of its good solid advice and life skill messages. What are your recommendations for group reading material?

Sincerely,

Getting Everyone on the Same Page

Dear Same Page,

Applause, applause! Office book clubs are great ways to encourage open conversation and new ideas. For an entire office, I like parables – short stories based on life lessons featuring memorable characters. Readers can easily relate making group discussions on the topic, tale, and characters more meaningful.

Here are my business parable recommendations. Click the book titles to go to the amazon.com descriptions.

Fish! A Proven Way to Boost Morale and Improve Results by Lundin, Paul, Christensen
The Go-Giver: A Little Story About a Powerful Business Idea by Burg and Mann
Ubuntu! An Inspiring Story About an African Tradition of Teamwork and Collaboration by Nelson and Lundin
Raving Fans: A Revolutionary Approach to Customer Service by Blanchard, Bowles, Mackay

I recommend a few chapters be discussed during a meeting. On a rotating basis, have one person be in charge of facilitating the conversation. Continued success with this great initiative!

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“Today a reader, tomorrow a leader.” Margaret Fuller, American journalist and women’s rights advocate (1810-1850)

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2. Josmo’s Café

Ahhhhhh autumn – my favorite season for cooking and baking! Maybe it’s because my birthday is this month – October 27 it is, same as Teddy Roosevelt and Kelly Osbourne – go figure! My kitchen is constantly full of the warm and homey aromas of apples, cinnamon, pumpkin, and nutmeg. This month, I’ve posted three of my favorite fall recipes: Frosted Pumpkin Cake Squares, Crock Pot Applesauce, and The Silver Palate’s signature dish Chicken Marbella.

To access all the recipes, visit Josmo’s Café!

Enjoy!

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3. Stay Energized!

October Energizer Minute

Get supercharged with Energizer Minutes – one to two minute audio stories told by yours truly to energize, invigorate, and inspire! Click to hear The Secret of Good Health.

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

Take Charge of Your Career. Rough Notes – August 2012 issue – My article outlines a plan to assess capabilities and implement a measurable plan to achieve career goals. To read the article, click here.

Fast Forward Your Success – Selling Strategies offers strategic planning, workshops, coaching, books and audio learning materials to build top-performing sales and customer service organizations. To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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4. Did you know…?

The shingles vaccine is now recommended for people over 50, not 60.

I learned this bit of preventive knowledge last month when Lynn, a 55-year-old friend, recently came down with a severe and excruciating case of shingles. Shingles is a skin rash that causes painful blisters and can last two to four weeks. It’s also called Herpes Zoster. Only someone who has had chickenpox can get shingles because the virus stays in the body. It’s estimated over 1 million people in the US get shingles every year.

A vaccine for shingles was licensed in 2006. At that time, the vaccine was recommended for people over 60. In clinical trials, the vaccine only reduced the risk of shingles by 50%; however, it can also reduce the pain if a person gets the disease after being vaccinated. The vaccine requires a doctor’s prescription. I received my vaccine from a Walgreen’s certified immunizing pharmacist. The $219.00 cost was fully covered by my Blue Cross Blue Shield policy.

For more information about shingles and who should and should not get the vaccine, visit the Center for Disease Control (CDC) website. www.cdc.gov/vaccines.

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or you’re interested in a similar program for your organization.

Independent Insurance Agents of Illinois Annual Conference – Springfield, IL – October 2-4, 2012 – Three programs – Be a Better Boss, Marketing Plan Road Map, Kick Your “But”
NAPSLO Annual Conference – Atlanta, GA – October 8-10, 2012
Private client – Atlanta, GA October 10, 2012
Private client webinar – Polishing the Message and Messenger – October 17, 2012
NAPSLO Committee Day – Dallas, TX – November 12-13, 2012
Private client – Great Service Sells – Appleton, WI – November 14, 2012
Private client – Providence, RI – November 27-29, 2012

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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.

Strategies for Success Newsletter September 2012 Issue 81

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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 September 2012 issue:

Thoughts from the office
Josmo’s Cafe
Stay energized!
Thoughts from home
Emily Live
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1. Thoughts from the office

Customer Service – Process or Purpose?

Walking through the floral craft aisle at Michael’s last week, I was thrilled to see Sue Frye, the long-retired postmaster of my local post office in Terrell, NC, population 860. In a town this size, the postmaster knows everybody. Sue hadn’t changed much in the years since I’d seen her. Her big smile radiated good health and happiness. We greeted each other warmly. For the umpteenth time in the 24 years I’ve known her, I thanked her for saving me from embarrassment and providing outstanding customer service. Here’s what happened.

I was mailing invitations for a family reunion. My handmade invitations fit into an oversized envelope. I had gone to the Charlotte post office near work with just one invitation to buy correct postage for the twenty invitations I was sending out. I wanted to mail them from home because in 1990 the postmark from Terrell was hand stamped! A few days later I mailed the letters from my home mailbox and didn’t think another thing about it.

The next day when I got my mail, I found a hand-written note from Sue. “Emily, your invitations required 20 cents additional postage. I added it. It came to $4.00.”

What thoughtful service Sue delivered! Instead of simply processing the mail, she viewed her job with a sense of purpose – to be sure my mail was delivered without postage due or being returned to me.

Thoughts to ponder: What kind of service do you provide – process or purpose? Do you have your clients’ best interests in mind by advising them or helping them rather than just processing their requests?

Reminder: October 1-5 is Customer Service Week. If you missed my August newsletter that listed resources and ideas to celebrate it, click here to read.

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We are all able to make a difference in the lives of the people we serve. EH

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2. Josmo’s Café

First, a correction was needed on Zucchini Coconut Muffins which was posted last month. The correct recipe is now on the website. I apologize for any scorched muffins!

September is always a hectic month as we get back into a regular work and school routine. Easy Baked Tilapia, which takes only 20 minutes from start to finish, is a perfect weeknight meal.

Thanks for all your positive feedback on Josmo’s Café recipes! If you missed the story behind how the café was started, Click Here.

Enjoy!

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3. Stay Energized!

September Energizer Minute

Get supercharged with Energizer Minutes – one-two minute audio stories told by yours truly to energize, invigorate, and inspire! Click to hear Let Others Be of Service.

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

Take Charge of Your Career. Rough Notes – August 2012 issue – My article outlines a plan to assess capabilities and implement a measurable plan to achieve career goals. To read the article, click here.

Fast Forward Your Success – Selling Strategies offers strategic planning, workshops, coaching, books and audio learning materials to build top-performing sales and customer service organizations. To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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4. Thoughts from home

Accentuate the Positive

It was a sunny Sunday afternoon. John and I were watching Nathan, my cousin Lisa’s son, play soccer. Well, the six-year-old version of soccer. “No, no, not that way. The goal is the other way!” The families watching the game are always equally entertaining. That day, it was a player’s mother and teenage sister beside us that captured my attention.

Out of the blue, we were being serenaded by Ella Fitzgerald. I looked over to see the mother handing her iPhone to her daughter saying, “Listen to this.” The pained, pouting teenager grunted and took the phone. Her expression did not change. The mother, feeling my gaze, looked up and gave me a slight nod and smile. Ella belted it out.

You’ve got to Ac-Cent-Tchu-Ate the positive
Eliminate the negative
Latch on to the affirmative
Don’t mess with mister in between.*

The teenager grunted again and handed the phone back to her mom. I smiled at the mom and gave her a subtle thumbs up. What a timeless message for all ages!

Listen to Ella belt it out on YouTube.

*Ac-Cent-tchu-Ate the Positive was published in 1944. Music by Harold Arlen and lyrics by Johnny Mercer. Harold Arlen also wrote the music for “Over the Rainbow” in 1938. Click here to learn more about Harold Arlen and Johnny Mercer collaborations in Wikipedia.

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or you’re interested in a similar program for your organization.

Agency Management CIC – Topeka, KS – September 12, 2012
NAMIC Annual Conference – Grapevine, TX – September 16-19, 2012
Independent Insurance Agents of Illinois Annual Conference – Springfield, IL – October 2-4, 2012 – Three programs – Be a Better Boss, Marketing Plan Road Map, Kick Your “But”
NAPSLO Annual Conference – Atlanta, GA – October 8-11, 2012
Private client webinar – Polishing the Message and Messenger – October 17, 2012
Private client – Great Service Sells – Appleton, WI – November 14, 2012

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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.

Strategies for Success Newsletter August 2012 Issue 80

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2012 Emily Huling. All rights reserved.
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Dear Newsletter Readers,

Welcome to our new delivery method, Constant Contact! We’ve combined several databases and done our best to eliminate prior opt-outs and duplicate addresses. We apologize if errors have slipped through. If you’d like to opt-out, please click the unsubscribe link at the end of the newsletter. Thank you for your understanding! Emily

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In this August 2012 issue:

Did you know…?
Thoughts from the office
Josmo’s Cafe
August Energizer Minute
NEW! Energizer Moments
On the road

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1. Did you know…?

July’s issue of North Carolina Our State magazine featured James Taylor as one of our state icons. Did you know the first recording of Carolina in my Mind by James Taylor was on Apple Records with The Beatles as back up? It certainly surprised me! Click here to listen to the 1968 version. Then listen to the 2008 version we’re all familiar with. It’s right below it. Enjoy!
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Celebrate Customer Service Week this October

Looking to rev up focus and commitment for the importance of customer service in your company? October 1-5, 2012, the official customer service week, is a great time to kick it off. Here are some ideas and resources for hosting a week-long event and building a long-term strategy. Lots to do, so plan ahead!!

Great websites for themes, activities, promotional items:
http://www.csweek.com/customer_service_week.php
http://www.promosontime.com/d/201/customer-service-week.htm

Publish an agenda of activities for the week. With fun and creativity, promote the events on the Intranet, in the break room, and with promotional banners, posters, and e-mails.
Have everyone in your organization watch the inspiring and heart-warming story of Johnny the Bagger by Barbara Glanz. The three-minute version from Simple Truths is on YouTube. http://www.stservicemovie.com/
Have a job swap. People in management and production jobs work front-line service roles for a day. Too tough? Go with a half a day!
Start a Kudos Wall of Outstanding Customer Service. Post positive customer service comments submitted by clients, coworkers, vendors and business colleagues for good work, helping out, going the extra mile and so on. Consider using a form to create consistency in describing who, what, when, why, and how.
Host Customer Service Coffee Chats covering customer service skills such as dealing with difficult customers, questioning skills, problem solving, voice mail tips, and e-mail writing tips.
Successful businesses make delivering consistent, outstanding customer service a central part of their day-to-day culture. Is it at the heart of yours?

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Do you know what your customers think about your service, your company? Better ask. EH

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3. Josmo’s Café

Tomatoes, zucchini, cucumbers, and more tomatoes…

Thanks for all your positive feedback on Josmo’s Café recipes! If you missed the story behind it, Click Here. Happy to hear that many readers loved the Salmon Pesto Packets from last month!

We’ve had wet and hot weather here in North Carolina! Perfect conditions for bountiful gardens. Josmo’s Café kitchen has been really busy! We have four recipes to share with you this month!! Zucchini Coconut Muffins. Gazpacho. Marinated Cucumbers, Onions, and Tomatoes. Tomato Zucchini Tart. Click here for all recipes.

Enjoy!

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4. August Energizer Minute

Get supercharged with Energizer Minutes – one-two minute stories told by yours truly to energize, invigorate, and inspire! Click to hear Make Time to Explore and Experience.

For the months of August and September, get your complimentary Energizer Minute Collection CDs with any product purchase over $50. The first collection includes all 24 Energizer Minutes from 2009 and 2010. The 2011 collection CD includes a bonus track The Lost Art of Personal Networking. Many clients use these motivational minutes as discussion topics in staff meetings.

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5. NEW! Energizer Moments

Better late than never… I finally have my Twitter account up and running. Each weekday, I’m tweeting Energizer Moments. Yes, it’s just what it sounds like! @emilyhuling
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6. On the road

Business travel is taking me to these places. Please call me if you’d like to connect when I’m in your area.

Private client – Oklahoma City, OK – August 27-30, 2012
Agency Management CIC – Topeka, KS – September 11, 2012
NAMIC Annual Conference – Grapevine, TX – September 16-19, 2012
Independent Insurance Agents of Illinois Annual Conference – Springfield, IL – October 2-4, 2012
NAPSLO Annual Conference – Atlanta, GA – October 8-11, 2012
Private client – Appleton, WI – November 14, 2012

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For Free Stuff, articles, books, and audios to build individual and organization 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.

Strategies for Success Newsletter July 2012 Issue 79

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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 July 2012 issue:

Thoughts from the office
Josmo’s Café
July’s Energizer Minute
Stress-free vacations are possible!
On the road

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1. Thoughts from the office

A Day in the Life*

To increase cross-department understanding, I’ve always advocated that employers host Lunch and Learn sessions. These informal meetings allow employees to share, on a rotating basis, the ins and outs of what they do in their jobs. I just learned of a novel way to implement this process called A Day in the Life.

Author Daniel Pink, in his book A Whole New Mind, suggests this method to increase awareness among coworkers.

Have each participant write his or her name on a piece of flipchart paper and then list four categories; my highs, my lows, my frustrations, my rewards. Post all the sheets on the walls.
Ask each person to walk around the room and write what they think their colleagues will answer. What’s the biggest frustration for the president? What’s the greatest reward for the fellow in the mailroom? What gets a salesperson down?
Once people write what they think, each person reclaims his own sheet.
Everyone takes a turn responding to his colleagues’ guesses and explains what a workday is really like.

Breaking down barriers and increasing understanding among colleagues improves teamwork and solidarity.

*Reprinted from the August 2008 newsletter

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2. Welcome to Josmo’s Café

Thanks for all your positive feedback on Josmo’s Café recipes! If you missed the story behind it, Click Here. Josmo’s Cosmos continue to get rave reviews as does the Grilled Garlic Lime Pork Tenderloin with Onion Marmalade.

This month’s featured recipe is Salmon Pesto Packets. If you’re looking for an easy, elegant and impressive summertime meal, give this a go. It’s a frequent request by our guests at Josmo’s Café.

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3. July’s Energizer Minute

Get supercharged with Energizer Minutes – one-two minute stories told by yours truly to energize, invigorate, and inspire! Click to hear I’ll See It When I Believe It.

Get your complimentary Energizer Minute Collection CDs with any product purchase over $50. The first collection includes all 24 Energizer Minutes from 2009 and 2010. The 2011 collection CD includes a bonus track The Lost Art of Personal Networking. Many clients use these motivational minutes as discussion topics in staff meetings.

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Speaking of business development tools, if you haven’t ordered your CDs of Be a Better Boss, Be a Better Producer, and Be a Better CSR, we are still selling and shipping! For detailed program information, visit our Be a Better Series info page. Save 15% on the complete set by using Coupon Code BETTER at checkout.

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4. Stress-Free Vacations Are Possible is the featured website article this month. Please feel free to use any of the Articles or Free Stuff items found at www.sellingstrategies.com in your internal and external publications. Please give me and my website proper attribution.

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“Do not dwell in the past, do not dream of the future, concentrate the mind on the present moment.”
Buddha
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5. On the road

Business travel is taking me to these places. Please call me if you’d like to connect when I’m in your area.

Private client – Atlanta, GA – July 10-12, 2012
Private client – Oklahoma City, OK – August 27-30, 2012
Agency Management CIC – Topeka, KS – September 11, 2012
NAMIC Annual Conference – Grapevine, TX – September 16-19, 2012
Independent Insurance Agents of Illinois Annual Conference – Springfield, IL – October 2-4, 2012
NAPSLO Annual Conference – Atlanta, GA – October 8-11, 2012
Private client – Appleton, WI – November 14, 2012

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For Free Stuff, articles, books, and audios to build individual and organization 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.

Strategies for Success Newsletter June 2012 Issue 78

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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 June 2012 issue:

Emily’s mailbag
Thoughts from others
Thoughts from the road
On the road

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1. Emily’s Mailbag

Clarify Your Dress Code Policy

Dear Emily,

I’m an agency owner and hope that you can help me with a dilemma I have regarding appropriate business attire. Our office guidelines call for professional dress Monday through Thursday. Friday is casual day. You’d think casual day would be the problem, but it’s not. It’s the professional attire Monday through Thursday. Some female employees wear Capri pants and either flip flops or Birkenstock sandals. Our office manual doesn’t spell out what’s considered proper business dress. Should it? If so, how do we do it? How do we implement it?

Sincerely,

Tired of Unprofessional Attire

Dear Tired,

Summertime is here, making it a good time to update and properly communicate your expectations for a professionally dressed staff. Yes, your office manual should clearly describe professional attire. I recommend setting up the dress code policy in three sections: General Guidelines, Compliance, and Specifics. Following are some suggestions and wording to use to revise your guidelines.

General Guidelines for Everyone
ABC Agency wishes to provide a work environment that is free of safety hazards, offensive behavior and harassment of any kind. Therefore, the following clothing is not acceptable: spandex; bare feet; flip flops; pants, shorts, or skirts worn below the waistline; sexually provocative clothing; hats in the office environment; clothing with profanity or sexually suggestive images or slogans; exposed midriff; observable lack of undergarments and exposed undergarments.

Compliance
Managers and supervisors are responsible for ensuring their departmental personnel are in compliance and are given the authority to send any person home to change clothes who violates any part of the dress code policy. The time spent away from work for this reason will follow attendance policy guidelines. If you wish to report a non-compliance issue, please report it to your supervisor.

Specifics for Men
Acceptable: Dress shirts, collared shirts, turtleneck shirts, pullover shirts. Dress pants, docker-style pants, corduroy pants. Dress shoes, loafers, boat or deck shoes. Not acceptable: Sweatshirts, T-shirts, sleeveless shirts. Jeans that are ripped, frayed, or have holes. Shorts, sweatpants, athletic attire. Athletic shoes, work boots, sandals, flip flops.

Specifics for Women
Acceptable: Blouses, sweaters, polo shirts, dress jackets. Dress pants, Docker-style pants, corduroy pants. Skirts, dresses, dress skorts, dress jeans. Dress shoes with or without heels, loafers, slides, open-toed shoes, boots, dress sandals. Not acceptable: Tank tops, sweatshirts, T-shirts, halter tops, spaghetti straps. Jeans that are ripped, frayed, or have holes. Shorts, capris, sweatpants, athletic attire, stretch pants, leggings, stirrups. Flip flops, hiking boots, athletic shoes.
Since some offices have a challenge with casual Friday dress, here’s an idea. Allow your staff to select company logo shirts to be worn on casual days to eliminate any potential problems.
With regard to policy implementation, present and discuss it at an office meeting where everyone is present. Most important – remember to enforce it!
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A professional appearance supports professional behavior. EH

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Join the Hundreds of Agents Who are
Improving Personal Success by Listening to Emily’s Three New Audio Programs

Be a Better Boss: 10 Strategies to Develop Top Performers
Be a Better Producer: 10 Strategies to Earn More Money
Be a Better CSR: 10 Strategies to Differentiate Yourself and Delight Customers

Go to www.sellingstrategies.com/beabetter.html for detailed program content and to order.

Who will benefit: Everyone in your agency – Owners, Managers, Personal Lines, Commercial Lines, and Life and Health Producers and CSRs.

How to use: As a group or individually, participants will listen and learn from the audio program. At the close of each strategy described, Emily provides a how-to strategy challenge as a call to action.

What’s in the programs: Each high-content program contains real-world stories and practical, easy-to-implement ideas.

Cost: Each one-hour program costs $59 plus S&H. Save 15% on the complete set by using Coupon Code BETTER at checkout.

Go to www.sellingstrategies.com/beabetter.html for detailed program content and to order.

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3. Thoughts from others

“I believe fully in the power of technology to change the world for the better. And I believe even more fully in the ability of your generation to use that power to great effect — to rule technology. But you can’t let technology rule you. … Take your eyes off the screen, and look into the eyes of the person you love. Have a conversation — a real conversation — with the friends who make you think, with the family who makes you laugh. … Life is not lived in the glow of a monitor. Life is not a series of status updates. Life is not about your friend count. It’s about the friends you can count on. Life is about who you love, how you live. It’s about who you travel through the world with. Your family, your collaborators, your friends.”

Eric Schmidt, Google chairman, commencement address at Boston University

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June’s Energizer Minute

Tune in to hear Leave Behind a Positive Impression. 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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3. Thoughts from the road

Disney Excellence

This year’s NetVU Conference, once again, hit a home run on the general session program topics and speakers. Capitalizing on being in Anaheim, California, hometown to Disneyland, the conference invited Bruce Kimbrell, site leader for the Disney Institute West Coast operations to speak on a topic second nature to all Disney personifies – business excellence. Through Walt Disney video clips and true cast and customer service stories, Bruce effectively communicated the core principles of why Disney excels. Here are four thoughts I took away from his engaging and inspiring message.

–It’s the behaviors of an organization’s leaders, not words, that convey the message and build the business culture. A leader’s conduct, manners, and looking out for others must be demonstrated 100% of the time.
–Leaders are listeners. Disney employees (cast members as they are called) grasp the pulse of what goes on with their guests because they continually interact with them. Effective leaders know that, so they ask for, listen to, and respond to input from employees. This is the basis of deciding what changes need to occur to exceed both employee and guest expectations.
–Ensure that all new employees are successful. Street sweepers, Disney characters, performers, in fact all employees, go through the same thorough orientation. To understand what working for Disney is about, it’s critical to have emotional buy-in. Everything centers on a positive guest experience. Cast members learn about positive performance expectations as well as non-negotiable behaviors and actions.
— Create guest relationships for life. Each guest is a VIP. Referrals, repeat business, and loyal customers generate long-term success. I remember reading in Randy Pausch’s book, The Last Lecture, his true story about $100,000 salt and pepper shakers. As young children visiting Disney World, he and his sister dropped the ceramic salt and pepper shakers they had just purchased at the gift shop to thank their parents for their trip. Someone saw this incident and suggested that he take them back to the store and ask for a replacement. Randy said he couldn’t imagine they would replace them. He broke them. It was his fault. Nevertheless, he went back to the store and explained what happened. To Randy and his sister’s surprise, the Disney store manager not only replaced the salt & pepper shakers free of charge, he apologized for not wrapping them up well enough! Thus began Randy’s love affair with Disney. So what’s with the $100,000? It’s the total value he calculated from his lifetime supporting Disney in tickets, food, and souvenirs.

A business challenge: Review these points with others in your organization. How do you measure up to Disney’s standards?

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4. On the road

Business travel is taking me to these places. Please call me if you’d like to connect when I’m in your area.

Private client – Providence, RI – June 1, 2012
Agency Management CIC – Lansing, MI – June 21, 2012
Private client – Atlanta, GA – July 10-12, 2012
Private client – Oklahoma City, OK – August 27-30, 2012
Agency Management CIC – Topeka, KS – September 11, 2012
NAMIC Annual Conference – Grapevine, TX – September 16-19, 2012
Independent Insurance Agents of Illinois Annual Conference – Springfield, IL – October 2-4, 2012
NAPSLO Annual Conference – Atlanta, GA – October 8-11, 2012
Private client – Appleton, WI – November 14, 2012

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For Free Stuff, articles, books, and audios to build individual and organization 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.

Strategies for Success Newsletter May 2012 Issue 77

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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 May 2012 issue:

Thoughts from the road
Thoughts to ponder
What’s new on the website?
Thoughts from others
On the road

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1. Thoughts from the road

Misfortune to good fortune

Each spring, I remember my good fortune when a family vacation was canceled.

For many years, John and I vacationed in March in beautiful Colorado with his brother’s family. The dates of the trip were set by their son’s spring break. Several years ago, two months before the annual trip, we received a call from his brother telling us that his son’s spring break was being used to take a driver’s education course to avoid penalties on his license. We didn’t ask too many questions, but figured the kid was lucky to have that option at all! Selfishly, we were really disappointed that our trip was being canceled because of teenage trouble.

The next morning, I updated my calendar to reflect my open week. Two days later, I received a message from one of the insurance associations for which I do a lot of speaking. I was being invited to present at a conference that just happened to be during my newly available week. Lucky me! I was thrilled to have an engagement since I couldn’t be on vacation.

Fast forward two months to the conference. Immediate feedback confirmed my program went well. That’s always good. This was reinforced the following Monday when I got a call from one of the participants. He and his colleague were thrilled to have heard my presentation. Their company had been looking for an insurance industry expert to help them with their sales and service culture change. Discussions followed and we worked together for several years.

Moral of the story. It’s tempting to wallow in disappointment when the unexpected occurs, but the faster a person hits reset, the sooner good fortune follows.
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Be alert! Good fortune is often disguised. EH
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Newly Released Audio Programs to Build Workplace Success

Be a Better Boss: 10 Strategies to Develop Top Performers
Be a Better Producer: 10 Strategies to Earn More Money
Be a Better CSR: 10 Strategies to Differentiate Yourself and Delight Customers

Who will benefit: Everyone in your agency – Owners, Managers, Personal Lines, Commercial Lines, and Life and Health Producers and CSRs.

How to use: As a group or individually, participants will listen and learn from the audio program. At the close of each strategy described, Emily provides a how-to strategy challenge as a call to action.

What’s in the programs: Each high-content program contains real-world stories and practical, easy-to-implement ideas.

Cost: Each one-hour program costs $59 plus S&H. Save 15% on the complete set by using Coupon Code BETTER at checkout.

Go to www.sellingstrategies.com/beabetter.html for detailed program content and to order.

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2. Thoughts to ponder

What would you have done?

I was teaching a CIC in Tulsa. It was the mid-afternoon break. As I’m walking back into the room towards the refreshment table, I run straight into a teenage boy walking out of the room with two cans of Coke in his hand. I caught his attention and said, “Excuse me. Are you in this class?” “No,” he sheepishly replied. I said, “These refreshments are for the people attending this class.” He shrugged, apologized, put them back and left.

I headed to the table to get my drink. One of the participants approached me and said that he had seen the young man take the soda but decided not to say anything. What I gathered from his comment was this – what harm does it do if someone helps himself to a coke or two? I smiled and said that I see a lot of people pilfering refreshments from meetings, but when I can safely remind them that what they are taking it not theirs to take, I do. Of course, I realize was in a position of authority at this meeting and this man wasn’t, so maybe that made the difference in his deciding not to say anything. I’m sorry I didn’t ask him.

If you were that participant, would you have reacted differently?

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May’s Energizer Minute

Tune in to hear Recording Memories. 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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3. What’s new on www.sellingstrategies.com

· May’s featured recipe from Josmo’s Café is Dill Marinated Shrimp. Read the story behind the name of our home-based eatery is on the website page. For this recipe and more, click on the Josmo’s Café icon on the website menu bar on the left. Enjoy!

· John had a busy winter in his man cave building another remote-controlled boat model! See a slide show of making of the USS Crockett and its water launch. Go to About Emily on the website and you’ll see the link.

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4. Thoughts from others

Rejoice/Sorrow by Mike Magee, MD

Sorrow is a special form of vulnerability, temporarily rendering a person childlike without defense. It is isolating, but less so as we learn how common is this experience shared. Nature teaches loss and recovery, suffering survived. How good to be alive. Lose a little, learn a lot – that’s the way upward. Joy will come for those willing to wait. For we were not born to get through free of pain. The things for which there is no control, what choice is left but acceptance? Luckily for us, the human spirit is remarkably sturdy and resilient, allowing most hardship to be bearable as long as we can tell little from the big and find a way to smile through.

In loving memory of my beloved friend Renee Slonim

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5. On the road

Business travel is taking me to these places. Please call me if you’d like to connect when I’m in your area.

Private client – Neenah, WI – May 8-9, 2012
Agency Management CIC – Charlotte, NC – May 10-11, 2012
Private client – Appleton, WI – May 23, 2012
Private client – Providence, RI – June 1, 2012
Agency Management CIC – Lansing, MI – June 21, 2012
Private client – Atlanta, GA – July 10-12, 2012
Private client – Oklahoma City, OK – August 27-30, 2012
Agency Management CIC – Topeka, KS – September 11, 2012
NAMIC Annual Conference – Grapevine, TX – September 16-19, 2012
Independent Insurance Agents of Illinois Annual Conference – Springfield, IL – October 2-4, 2012

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For Free Stuff, articles, books, and audios to build individual and organization 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.

Strategies for Success Newsletter April 2012 Issue 76

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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 April 2012 issue:

Thoughts from home
Check it out
Have you read…?
What’s new on the website?
On the road

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1. Thoughts from home

Customer service versus customer relations

John and I have had an unbelievable amount of trouble with our GE Profile refrigerator. In six years time, we’ve had the icemaker replaced twice, a door gasket replaced, the motherboard replaced, and most recently the thermistor was replaced. Luckily, we bought the extended warranty, so we’ve had a good attitude about all these problems.

The most repair required that the unit be shut down for 48 hours prior to the repair and, of course, that much time for the unit to cool down again. We don’t have a second fridge, so I asked our friendly repairman Greg how I could get a loaner for the days the fridge would be out of commission. Greg suggested we call the warranty service department. I immediately called and got Ray. I pleasantly told him the history of the unit and then made my request. Sounding impersonal and conveying absolutely no empathy, he told me he was sorry about the inconvenience, but there was nothing he could do. I think it was because of his attitude that I immediately asked to speak to his superior. “No problem,” he quickly said, “I’ll transfer you to customer relations.” “Well who are you?” I asked Ray. “Oh, I’m customer service.” Interesting distinction, I thought.

Ray put me on hold while getting Tiffany in customer relations on the line. To his credit, he properly explained my plight and request because Tiffany immediately granted my wish and authorized $100 reimbursement when we purchased a small dorm fridge. I knew we could find a neighbor to help out with the rest of the food storage so I was happy with the arrangement.

This experience made me wonder about Ray’s job vs. Tiffany’s job – customer service versus customer relations. Ray had no authority. He was eager to pass the buck. He was physically on the job, but conveyed no interest or ownership. I can’t imagine that this organizational structure is cost effective or fulfilling to the employee.

Moral of the story. Give as much responsibility and authority as possible to the front-line staff. Hold them accountable in using their authority. Your customers’ experience will improve and employees will feel useful and responsible.
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Just Released! Audio Programs to Build Workplace Success

Be a Better Boss: 10 Strategies to Develop Top Performers
Be a Better Producer: 10 Strategies to Earn More Money
Be a Better CSR: 10 Strategies to Differentiate Yourself and Delight Customers

Who will benefit: Everyone in your agency – Owners, Managers, Personal Lines, Commercial Lines, and Life and Health Producers and CSRs.

How to use: As a group or individually, participants will listen and learn from the audio program. At the close of each strategy described, Emily provides a how-to strategy challenge as a call to action.

What’s in the programs: Each high-content program contains real-world stories and practical, easy-to-implement ideas.

Each one-hour program costs $59 plus S&H. Save 15% by ordering the complete set and using Coupon Code BETTER at checkout.

Go to www.sellingstrategies.com/beabetter.html for detailed program content and to order.
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Are you aging or advancing? EH
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2. Check it out

The Virtual Insurance Marketplace

What a discovery! What a concept! I learned about The Virtual Insurance Marketplace, a virtual trade show, from Audio Insurance Outlook, a monthly audio program produced by Jack Burke of Sound Marketing, my long-time friend and audio man.

Insurance personnel (in the USA) register and attend The Virtual Insurance Marketplace for free at their convenience from their computer. Meet with standard and wholesale markets and industry vendors to chat live or learn the latest from a great lecture selection or chat with other attendees.

The Virtual Insurance Marketplace made its debut in October 2010 and ran again February 2012. The February show is archived through May 5 so you can check out the concept, format, exhibitors and speakers. Please note, the chat function is not available in archive mode.

This link will take you there:

http://virtual-insurance-marketplace.webdcmarketing.com

You will click “Launch Event” in the upper right corner and once you choose where you want to go, there will be a prompt to “Sign In to Expo”. Click Sign Up and enter your info…it only takes a couple of minutes and you may visit as many times as you wish!

Please contact Anita Nevins, the brains behind this, at (707) 429-0877 or anita@webdcmarketing.com for more information on how to exhibit or attend the next Virtual Insurance Marketplace!
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April’s Energizer Minute

Tune in to hear Ripening Bananas. 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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3. Have you read…?

Stop Workplace Drama: Train Your Team to have No Complaints, No Excuses, and No Regrets by Marlene Chism

Drama in the workplace – gossip, power struggles, resistance to change – can sap your company of energy, productivity, and profit. This no-nonsense book offers a clear method to get the culture and the people on solid ground. Her eight-step methodology includes finding common purpose, identifying gaps that get in the way of achievement, and how to implement changes and guide people without drama.

If you’re familiar with Eckhart Tolle, the author of The Power of Now, and the book The Power of Full Engagement by Jim Loehr and Tony Schwartz, you’ll see a similar approach used in this book. By being in charge of our purpose and our choices, we can focus our energy to accomplish great things.

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4. What’s new on www.sellingstrategies.com

· Another new recipe from Josmo’s Café! The story behind the name of our home-based eatery is on the website page. This month’s featured recipe is Grilled Romaine Lettuce. Our friends, Catherine and Ken, turned us on to this easy, healthy, and delicious side dish. John grills it on a vegetable grilling rack. We make it often when grilling chicken, steaks, or fish. For this recipe and more, click on the Josmo’s Café icon on the website. Enjoy!

· John had a busy winter in his man cave building another remote-controlled boat model! See a slide show of making of the USS Crockett and its water launch. Go to About Emily on the website and you’ll see the link.

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5. On the road

Business travel is taking me to these places. Please call me if you’d like to connect when I’m in your area.

Private client – Alton, IL – April 17-18, 2012
NetVU Annual Conference – Anaheim, CA – April 26-28, 2012
Private client – Neenah, WI – May 8-9, 2012
Agency Management CIC – Charlotte, NC – May 10-11, 2012
Private client – Appleton, WI – May 23, 2012
Private client – Providence, RI – June 1, 2012
Agency Management CIC – Lansing, MI – June 21, 2012

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For Free Stuff, articles, books, and audios to build individual and organization 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.