Friday, 01 March 2013 Written by John Lees
#1. The most successful people in business, no matter what their position or title may be, use only one very high standard when it comes to how they treat people, and it applies to everyone they come into contact with... and the standard gets higher, year after year.
Friday, 01 February 2013 Written by John Lees
#1. The primary role of management is not to motivate staff... it is to hire motivated staff.
Friday, 04 January 2013 Written by John Lees
#1. If you are sure that your selling or service role will help customers, then never ask permission to do your work.
Friday, 12 October 2012 Written by John Lees
Picture the scene: a sales person manages to win an appointment with a prime prospect... so as to present his company's product or service. He then tells his story, and while doing so the prospect is thinking 'I already have what he is offering.' At the end of the meeting the sales person says, 'so, what do you think?', and the prospect says, 'yes, sounds good, thank you... leave me your card please and a brochure and I will talk it over with my colleagues.' The sales person does this and feels 'quite good', noting in his CRM report that the call went very well. It didn't, and no sale will be made... and follow up calls and emails will not be returned. The mistake of course is that we cannot go to market with ingredients that are merely good or a little better than other offerings. The real challenge, beyond having good and better elements... is to provide a factor that is unquestionably 'best'. Here is a run down on the good, better and best constituents...
Wednesday, 10 October 2012 Written by John Lees
Most 'prospects' perceive first time sales calls to be negative raids, however they easily repel such attacks... sending sales people away empty handed and more depressed than ever. However, it is possible to make a positive raid on a prospect, using this simple, professional formula...
Wednesday, 15 August 2012 Written by John Lees
Since all of us will be in business for the whole of our lives, I think it pays to come to terms with what business is all about... using a simple and direct explanation. When making this statement at the start of meetings, I can immediately see that many people are at odds with this view, and so I elaborate in this way: 'You are in business now and even if and when you choose to retire, you will remain a customer of various businesses, plus your children and grandchildren will go into the world of business... and so we should help them to develop a good attitude about their role in business.' People nod and so the first stage of complication is addressed, and then I offer the following comment:'My belief is that your business is supposed to help me, and that my business is supposed to help you... and if we both perform this task well, then we will make a good income, enjoy ourselves and know the feeling of independence.'I then ask what the audience thinks I mean by this assertion, and the usual responses add up to a common belief that I am referring to 'good customer service'. However, this is not correct, and so it becomes important to reveal where service sits in the scheme of things, prior to explaining how we can best help each other in a meaningful way.
Wednesday, 01 August 2012 Written by John Lees
To be first in sales it is critical to take 'the second service stance'
Wednesday, 16 May 2012 Written by John Lees
Have you ever heard someone annoyingly whistle a non-existent tune, or a known melody that they then deform until it makes you wish that you were deaf? This is the kind of awful experience that customers and prospects go through when they listen to sales people who have become the message that their companies deliver to market. It is very important then to get straight the critical difference between ‘the message’ and ‘the messenger’, and the importance of combining the two related factors to achieve one positive result. Here are the choices available to companies...
Tuesday, 15 November 2011 Written by John Lees
Memo to Managers: "You can have your backside in the office now and then, but your mind and heart must always be in the market!"
In 1975, the city of New York was on the verge of bankruptcy, and due to this precarious position the main bank partner was in danger of going under too. In an effort to correct the situation, the president of the bank left the bank to join a group of financial experts, whose joint task was to steer the city out of trouble... which they eventually did. This is just about the most extreme case imaginable when it comes to defining the role of management: the president had to leave the bank to save the bank!
Tuesday, 15 November 2011 Written by John Lees
Imagine that a general gives the following speech to his troops as they prepare to do battle with the enemy: "Men, I want you all to give your best in this encounter; to fight with a do or die attitude and a fervour that would make your loved ones proud. Now, as you prepare to put your lives on the line to ensure victory, are there any questions?" At that moment a solider puts his hand up and says: "Yes, just one quick question sir. Is it possible to have some weapons please?" Such a situation would be farcical in a war, but in business the fact is that most sales people are not armed to do serious battle and to be triumphant.
"From the beginning of the process through to the end, the customer service has been of a high standard and both Tamie and Nina were great to deal with."
SA Power Networks
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