October 2011
Strategies for Success Newsletter October 2011 Issue 70
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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2011 Emily Huling. All rights reserved.
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In this October 2011 issue:
Thoughts from the office
Thoughts from others
Thoughts from the road
On the road in 2011
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1. Thoughts from the office
Isn’t yoga supposed to reduce stress?
I fell in love with Vinyasa yoga on a cruise. When I asked Erica, the instructor, how I could take the practice home with me, she recommended Baron Baptiste’s DVD series. I ordered a DVD directly from his website and all went according to protocol – an automated response, a confirming e-mail, and the product delivered to my mailbox in five days. One small problem though. The DVD came crushed and unplayable. I e-mailed customer service describing the problem and received an automated response that my issue would be addressed within three days. Three days went by, then five, then seven and I heard nothing. I was getting frustrated. Why hadn’t I heard from them? I called and asked if my DVD was being replaced or did I need to send it back or what? The friendly and helpful receptionist said she’d get back to me after she checked with the product manager. She called back later in the day and said the product replacement had been mailed. A few days later I did receive the DVD.
It’s great that the DVD was replaced with no questions. I do the same in my business. One thing could have been improved and I’m sure you all know what it is. I should have gotten a simple follow-up message letting me know how the problem was being remedied. I wouldn’t have had to initiate a follow-up call or spend a minute questioning their customer service standards.
Moral to the story: Don’t keep customers guessing. Let customers know you value their business by keeping them apprised of the situation.
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What one thing can you do to improve your customer’s experience?
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2. Thoughts from others
“Happiness cannot be traveled to, owned, earned, worn or consumed. Happiness is the spiritual experience of living every minute with love, grace and gratitude.”
Denis Waitley, motivational speaker and author
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Are you positioned for growth in 2012?
Assess your business growth potential by answering these questions:
Do you have a business plan to communicate to employees the specific action steps for growth?
Do employees develop personal relationships with customers to write additional business and generate referrals?
Does every employee communicate professionally, knowledgeably, and confidently?
Are customer-centric practices consistent both internally and externally?
How did you do?
Emily Huling Selling Strategies provides solutions for workplace success. If your company team is not where it needs to be to reach your 2012 growth and profit goals, we will help you get there.
Business planning facilitation that generates new growth ideas and detailed action plans
Interactive workshops to further understanding of customer needs; how to exceed expectations; how to communicate your unique competitive advantage
Coaching to develop individuals to be their personal best
Please get in touch with me at emily@sellingstrategies.com or 888-309-8802 to discuss how we can work together to achieve your goals.
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October’s Energizer Minute
Tune in to hear Poor Choice. Go to the www.sellingstrategies.com home page and click on the Energizer Minute.
Get your copy of The Energizer Minute Collection CD. The first 24 Energizer Minutes on CD recorded from January 2009 through December 2010. Receive a complimentary copy on product orders over $50.
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3. Thoughts from the road
Reliving a painful learning experience
The memory – no, the nightmare – washed over me as soon as I saw the sign. Walking by the Royal Sonesta hotel in Boston this summer transported me back to New Orleans when I was 25 years old. My ex-husband, Chris, and I were sitting in the lobby of the French Quarter Royal Sonesta people watching while waiting to take a Gray Line bus tour of the area. A woman who appeared to be about 40 years old and a much, much older man were walking toward me. By their body language I could tell they were married. I leaned over to Chris and whispered, “She must have married him for his money.” She walked by, looked me straight in the eye, and said, “No, I didn’t.”
Dumbfounded and embarrassed, my jaw dropped. I didn’t know what to say. Luckily, they kept walking. But that’s not the end of it. They were on our bus tour!
They boarded the bus first. Before I took my seat, I took a deep, deep breath and ventured over to them. I looked her square in the eye and apologized for my unkind remark. She was so gracious. She smiled and told me she hadn’t heard exactly what I said, but that she knows that strangers think mean and insensitive thoughts about her and her husband.
Lessoned learned: It’s bad enough we think mean thoughts, but allowing them come out of our mouths is unforgivable.
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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.
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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.
NAPSLO Annual Convention – San Diego, CA October 9-12, 2011
Next Generation Leadership Workshop – San Diego, CA October 10, 2011
Private client – New York City, NY October 27-29, 2011
NAPSLO Committee Day – Dallas, TX November 14-15, 2011
Private client – Lansing, MI November 17, 2011
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Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.
© 2011 Emily Huling. All rights reserved. Newsletter may be shared as long as proper credit is included.