You Are What You Sell - Issue #365
April 8, 2011
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Building Customer Loyalty from the Inside Out
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You Are What You Sell
In my continuing quest to get in shape, or as my nephew says, "Get buff," I've taken up weight training--again. I was concerned about getting mangled because it's been awhile since I last used the equipment. So I signed up for a one-hour orientation with the "fitness adviser."
I nearly popped a deltoid when she lumbered (not walked) in. She was at least fifty pounds overweight and looked like she had just rolled out of bed. I swear she was moving in slow motion. My trainer certainly wasn't the picture of fitness and my confidence in her credibility plummeted. Although she seemed to know what she was doing, it was hard for me to get motivated about training if she represented the final results.
Ironically, later that day I overheard a conversation between two people who were discussing the fact that they were looking for a new cardiologist. They didn't trust the advice of their current cardiologist because he was a chain-smoker who weighed in at about three hundred pounds.
You are what you sell. I know a general manager in the broadcasting industry who never buys from vendors who drive messy cars. The visitor parking lot is right outside his office window. When a sales rep is calling on him, this manager checks to see if the rep's car is clean. After the meeting, he will even walk the rep out to his car so he can check the interior. If it's dirty and full of fast-food wrappers, he will not do business with that individual. He believes that if a sales rep doesn't care enough to maintain a professional image, he will be sloppy in his service delivery.
People who sell financial products are selling "hope." Their customers are hoping for a lucrative financial future. This means that the person who calls on them needs to present a picture of success. He or she must be well-dressed in tailored clothing, drive nice cars and carry a classy-looking briefcase. Who do you think prospective customers are more likely to trust with their money--a sales rep who shows up in an old VW Beetle or a a rep who arrives in a Lexus?
Regardless of what products or services you sell, your personal image is the first thing your prospective customers will judge you on. You must convey enthusiasm, professionalism and clearly support your products through your actions. If you don't--you will not win your customer's trust or their continued business.
Loyalty Challenge of the Week
If you are sitting at your desk, stand up to greet your cusomers when they approach you. Shake their hand and offer them a seat when possible.
Quote of the Day
"Do more than is required. What is the distance between someone who achieves their goals consistently and those who spend their lives and careers merely following? The extra mile.
~Gary Ryan Blair
Check out my new blog for more tips!
Please visit my new blog any time you are looking for more tips and articles. I will be adding new content daily so please visit often!
The Power of Possibility Thinking
Thursday, April 28, 2011
Noon - 1:00 p.m. EASTERN
Presented by Debra Schmidt
Success is not just a matter of luck; it's dependent upon a professional image and a positive attitude. More often than not, it's little things that count toward getting you noticed among your superiors and co-workers.
Possibility thinkers know how to present a confident image that supports the goals of the organization and they listen to new ideas with an open mind. They view changes as opportunities and seize them with courage. Possibility thinkers welcome challenging problems and solve them creatively. This webinar will provide you with the tools and insights you need to help you achieve a competitive edge.
Debra J. Schmidt will teach you how to build your professional credibility and create a solution-oriented team through possibility thinking. Don't miss this program if you want to improve your outlook and learn how to reach greater success by becoming an enthusiasm generator and optimism spreader. Complaint-oriented teams move backwards, solution-oriented teams move forward. This creates energy that generates progress rather than frustration.
During this Webinar, you will learn
This Webinar can benefit the whole team! Your registration entitles you to one registration per site and you may gather as many people as you want to listen in using a computer or speakerphone. This provides your whole team with cost-effective, high impact training that includes tips they can start using immediately after participating in the Webinar.
- 6 ways to embrace the benefits of change
- How to project a professional image that will help you achieve greater success
- How to become a coach rather than a critic
- How to use "I" language to confirm understanding
- 8 ways to turn workplace complaints into solutions
- How to master the skills you need to become a possibility thinker
- 7 steps to creating solution-oriented meetings
- How to become a solution-oriented team player
- 5 easy rules to follow to create a whole team of possibility thinkers
- How generosity can change your future
- Create a whole team of possibility thinkers
- 7 tips to help you to look on the bright side
Meet the Loyalty Leader
April 12: Full-day Seminar
How to Manage Your Customers' Moments of Truth
City of Jacksonville Beach
April 14: Full-day Seminar
Customer Service: Tools, Techniques & Applications
*April 28: Webinar
The Power of Possibility Thinking
Web-based training. You can participate from your home or office.
Article Reprint Guidelines
You will need to contact Debra J. Schmidt directly in order to receive permission to reprint any of her articles in any print or electronic format.
Once you have obtained permission, you must use the entire original article, list Debra's byline under the title and include this identifier paragraph:
Debra J. Schmidt is known as the Loyalty Leader® and is the author of Building Customer Loyalty from the Inside Out. As a consultant, trainer and professional speaker, Debra helps companies boost profits by leading the way to greater customer loyalty. Visit www.LoyaltyLeader.com to subscribe to Debra's free online newsletter or learn how you can hire her to deliver on-site training in your organization.
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