How’s your baby sleeping?

Posted by on Aug 2, 2012 in General, It's Not About You, The Go-Giver, Uncategorized | 6 comments

Last Saturday morning while watching my 18 month old son sleeping soundly, I thought about the common saying “Sleeping Like A Baby.”  It’s interesting to me that people, more often than not, view these words in a positive connotation.  However if you have children you may remember times in which hearing “Sleeping Like A Baby” wasn’t very appealing.  For those who haven’t had the “privilege” of experiencing this or just don’t remember, I will explain. When you bring a newborn baby home from the hospital (where everything seems to work out and you have people nearby to support you when you need a break) life can become “interesting.” For example, you may find that you have inconsistent sleep patterns. You eat at different times and don’t go the places you used to go due to the new love in your life. You can become ill and ??? when you hear other people talk about how well their baby eats and sleeps until you realize that the “bags under their eyes” tell a different story. In summary, your life can easily become all about the baby and their whims and desires. Depending on your level of experience, knowledge (the books you read and the preparation and after-the-fact workshops you attend) and the baby, it can take a few weeks or even months for things to work out to a consistent schedule. I even know people that it seemed to take years to get this down pat. This relates to the business world very well when you think about times you started a new job or your own business. It’s like bringing the newborn baby home. The same experiences can occur. I find that the only way you can get it “down pat” is to have a solid action plan and consistent activity. Read books, listen to training programs and ask others for advice who have both accomplished their goals (do what they say) and haven’t (do the opposite of what they say). While there may not be a “magic” time frame for your new baby to start sleeping through the night, you can definitely accelerate it by becoming a better YOU. So how’s your baby sleeping?……………. Make it a blessed...

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Have You Ever Seen Customer Service Like This Before?

Posted by on Feb 9, 2012 in General, It's Not About You, The Go-Giver, Uncategorized | 0 comments

How do you feel about your mobile phone provider?  This type of company is often easy prey for criticism and negativity.  I won’t go into examples of this in order to keep this post positive. I had an experience with my mobile phone provider the other day that practically blew me away.  To the point that I want to share it with you as an example of providing Go-Giver customer service.   Here’s my story: Late last week, unfortunately, my cell phone hit the ground and the screen shattered when accidentally unlatching from the belt clip.  Fortunately I have the insurance (another story) so I contacted them on Saturday evening via their website around 7 pm to register a claim. Awesome Customer Service Experience #1:  The replacement phone was delivered to my house early Monday afternoon.  How they were able to do this between Saturday night and Monday morning is beyond me. Awesome Customer Service Experience #2:  I took both phones to my local T-Mobile Store (Ardrey Kelly and Hwy 521 in Ballantyne:  16615 Lancaster Hwy) to have my existing information transferred for free.  JoShawna McBee and Tamula Hook were the 2 Ladies working in the store at the time.  It was shortly after 5 pm. They proceeded to help me with the information transfer.  What we didn’t realize is the amount of information on my phone:  Approximately 2,800 contacts, 3,000 text messages and 800 photos/videos. Bottom line is that the store closed at 7 pm.  The transfer was complete a little after 10.  The transfer machine worked slow. Both JoShawna and Tamula stayed the entire time and, not once, did they complain or ask me why I had so much info on my phone.  They were both very friendly and helpful.  I was amazed that they stayed over 3 hours after closing without complaining to help me.  If you are considering your options for mobile phones at this time, I would highly recommend that you contact these 2 Ladies directly.  They can be reached at 704-540-1280 or joshawna.mcbee@t-mobile.com or thook1@t-mobile.com They should both be working at the store this Saturday 2/11/12 since there is a special promotion that you may be interested in.  This Saturday I believe All Phones Are Free as a special incentive.  Please contact one of these ladies for more details. For tracking purposes to see how many of you contact them since their customer service was so awesome, please give them my name/number (Steve Eanes // 704-491-3939) should you stop by. P.S.  I also sent a Thank You card and box of delicious gourmet brownies to JoShawna and Tamula to let them know how much I appreciated their level of service.  Click Here to see how I did this.   THANK YOU JoShawna and Tamula!!   Make it a blessed day! Steve      ...

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Some Things Aren’t Negotiable

Posted by on Nov 4, 2011 in General, Uncategorized | 0 comments

A few years ago I had the opportunity to hear Steve Luquire with Charlotte, NC based advertising agency Luquire, George, Andrews speak at a business networking lunch. While his topic was “Advertising in a challenging economy,” the focus of his speech was to encourage us to remain dedicated to being truthful and ethical in challenging times. What are you willing to negotiate in today’s business environment to make the sale? How willing are you to do whatever it takes, regardless of the long term effect, to close business? You may be thinking “Steve, I would never do anything unethical to close business.” While this may be your intent, there are 3 unethical techniques that you can easily fall prey to participating in if you are not “on your game” at all times. 1. Hard sell tactics: This is an attempt to pressure someone into taking an action they might not otherwise have taken. How many of us have been a victim of a hard sell tactic? What were the feelings you experienced after suffering through this? Would you avoid doing business with that person or company again if possible? 2. Mystical manipulation: This is a subconscious technique designed to transfer positive responses to an unrelated product or idea. For example, if you tell someone that their children will love them more if they do business with you and your product has nothing to do with their children, you may have fallen prey to this unethical tactic. Have you ever been told that you would receive a positive response in a totally unrelated area if you purchased a particular product or service? 3. Artificial resource limitation: This is the intentional misrepresentation of the availability of the product or idea being offered. An example would be the end of the month sale that is always extended into the next month. Another example could be telling someone that you only have 20 for sale when you have 2,000 in the warehouse. All 3 of these unethical tactics are forms of manipulation in which the attempt is being made to “create tension” or a “sense of urgency” to take action. There is only 1 ethical technique that should be used in all interactions with your prospects and clients. You may want to “hold onto your chair” since this is pretty revolutionary. ((drum roll please)) TRUTH – the complete and accurate representation of a product or idea through fully integrated honesty. Everything that we do or say should be based on truth. While this may seem obvious, how often do we find ourselves inadvertently participating in one of the 3 unethical tactics mentioned above? With so many people seemingly basing their actions on everything but truth, this may seem difficult. However this is not negotiable. In order to achieve lasting long term success, you must be truthful and ethical in everything you do. Challenging times reveal your true character and ethics. Will you negotiate truth and ethics for “very short term success? Or will you stand with me and say “Some things aren’t negotiable?” Make it a great...

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Go-Giver Authenticity – Listen

Posted by on Mar 18, 2011 in Uncategorized | 0 comments

When people use the term communication skills, they’re often thinking about the ability to express ourselves well through what we say, which might more accurately be called expression skills.  But expressing yourself is only one half of the communication process — one half at best.  The real secret of great communicators is not their talk but their empathy:  before they open their mouths, they have a clear grasp of their audience’s experience. And there is only one sure way to arrive at that clear grasp:  listening The greater half of communication skills lies not in what you say or even how you say it, but in how well you hear what the other person says. In our busy, fast-paced world, genuine listening is rare.  Most of the time we listen in a way you could describe as listening in order to…in order to what?  In order to get to the end of their sentence so I can make my point.  In order to get information that will help me make the sale.  In order to find an opening where I can jump in and say, “Ah, yes, I know exactly what you mean!  and you know, my product would be the perfect solution to that dilemma!” Great salespeople don’t listen in order to anything.  They simply listen.  They listen because they are interested in the other person; they are curious.  they want to know the person.  They listen to learn. There is a technique sometimes taught in sales called “active listening,” the idea being that you make the other person feel more heard if you engage more actively in the process, giving them regular feedback – nodding, saying “uh-huh,” and so forth — and when they’re finished, repeating back what you think the person just said to make sure you heard it right. There’s value in the idea, and it’s certainly well intended.  But in practice it too often misses the mark.  Like the teaching that tells us to use the other person’s name often, this can become irritatingly artificial.  “Uh-huh, right, yes, I know whatcha mean, yes, uh-huh, yeah, uh’huh” — stop please. All that “feedback” gets in the way of listening. The most sincere and respectful way to listen is to simply listen. Listen from the context that simply says, “What exactly is this person saying?” The ultimate benefit of genuine listening is that you honor the other person.  You let them know that they are important and that you value them.  And that is the bedrock of a great relationship. In fact, chances are very good that the person you’re listening to has nobody else in their life who listens to them the way you are doing. This information is an excerpt from the book “Go-Givers Sell More” and the philosophy we share through speaking, training and coaching with our clients at Changing...

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Go-Giver Authenticity – Undersell

Posted by on Mar 9, 2011 in Uncategorized | 0 comments

People often think of sales as a business of convincing other people to do what you want them to do.  Great salespeople never try to convince anyone of anything. The effort to convince contains within itself the seeds of its own undoing.  The word convince derives from the Latin vincere, meaning “to conquer.”  To convince means “to overcome in an argument.”  “A man convinced against his will,” said Dale Carnegie, “is of the same opinion still.”  And really, is there any other way to be convinced than against your will? “Believe me…Trust me…Take it from me…If you want my opinion…”  If you notice these phrases appearing in your language, we recommend you ferret them out and eliminate them.  None of them is efffective at conveying genuine value.  First off, they are all me-focused.  More important, they are the kind of forceful assertions that cast long shadows of doubt in the mind of the listener.  If the speaker is genuinely trustworthy, does he need to tell us that? What about this one: This product is incredible.  It’s unbelievable — I’m telling you, it’s the best product ever made!  You are going to love it — in fact, once you have one, you’ll say you don’t know how you ever got along without it! It’s almost hard to count the number of ways this paragraph offends the listener and puts up barriers instead of making connections.  (And by the way, the words incredible and unbelievable both literally mean “don’t believe what I’m saying” — not the most effective way to build trust.) What all these expressions have in commmon is that they oversell. There is a wonderful expression in sales:  It’s better to underpromise and overdeliver than the other way around.  This is an excellent way of stating the Law of Value, and it’s the core philosophy of great salesmanship:  Follow through on your promises — every one of them.  It applies to everything, from always being on time for appointments (whether in person or on the phone), to sending that bit of information or link or reference that you said you’d send, to delivering every-time, never-miss customer service. Hype is the untimate oversell.  The worst thing about hype is that by definition it is impossible to fulfill its promise. Hype and overselling almost invariably achieve the opposite of their intended goal.  They make people want to back away, turn around, and run. Of course, most salespeople do not resort to hype on purpose.  They have been taught to display enthusiasm, and they truly do believe in their product’s benefits.  But forced or rampant enthusiasm often ends up looking and sounding like hype, or its cousin, bravado. Beneath bravado there often lurks a hidden core of ambivalence, doubt, and insecurity, and even though it’s hidden, people sense it clearly.  After all, if you were genuinely sure of yourself and your product, you wouldn’t have to resort to all this bluster. We’re not suggesting that you tamp down your enthusiasm, hide your genuine excitement for your products, or keep your passion under a bushel.  Not at all.  But there are two classes or positive declaration.  There is the forceful assertion, and then there is the simple statement of fact that springs from the quiet stillness of authenticity.  The first is born from bravado, the effort to appear confident; the second, from the realm of simply knowing. Underpromise.  Overdeliver. This information is an excerpt from the book “Go-Givers Sell More” and the philosophy we share through speaking, training and coaching with our clients at Changing...

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Go-Giver Authenticity – Present

Posted by on Mar 1, 2011 in Uncategorized | 0 comments

The word present can be read in several ways.  You can read it as a verb:  to present, to tell your story, explain your offer and all the marvelous things it can do for people.  Or you can read it as an adjective, meaning “existing right now… having influence and being in the time and place at hand.” Which word do we mean here?  Both.  The secret to being effective when you present is to stay present. In the old days, salespeople were trained to memorize facts, figures, and other information — to be a walking talking brochure.  Giving information used to be a way of creating value.  Not anymore.  Today information is freely available.  Giving people information doesn’t give people value, it simply steals their time.  Because of this, presenting is no longer about giving information (if it ever really was).  It about giving meaning. The idea of becoming good at sales means learning how to be skilled at making a presentation is still the number one misconception about this business.  The critical skill in your business is not your capacity to reel off facts and figures about your product or service.  It is your capacity to be authentic — to make a connection. There is a saying in sales:  Facts tell, but stories sell. This is easy to remember because it rhymes, but it’s not entirely true.  Stories don’t necessarily sell.  What they do is connect. Depending on what kind of selling you do, you may give formal presentations to groups large or small; or your presentations may happen on the phone, over coffee, or face-to-face in an office, or in living rooms.  But it doesn’t matter where or in what context; the same principles apply. And remind yourself:  it’s not about you, it’s about them. “What about scripts?” we are often asked.  “Is it inauthentic to have words and phrases memorized?” We don’t know anyone who is moved to tears or touched deeply by a canned pitch read word for word over the phone by a telemarketer.  But that doesn’t mean scripts and memorized phrases cannot be expressions of authenticity, whether they come from company materials or you write them yourself. Think for a moment of your favorite musician, popular or classical.  Picture them performing that Bach solo or singing that song onstage with their band.  Do you suppose they’ve memorized that music ahead of time?  Of course they have — every note and every word.  Is it authentic?  Some would say listening to a great musician perform is just about the most authentic experience there is. Authenticity doesn’t mean you can’t use preplanned words.  It just means that when you do, you have to make them your own, in both your head and your heart. This information is an excerpt from the book “Go-Givers Sell More” and the philosophy we share through speaking, training and coaching with our clients at Changing...

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