Categories
Success Attitude

Honesty Speaks Loudly in Many Languages

Lately I’ve been thinking about the leadership characteristic of integrity. Several years ago, I worked for a leader who lived out that quality. In fact, if you looked up the word “integrity” in the dictionary, I think you’ll see his face posted next to the word. It was great working with a person I could trust – knowing I could believe what he said and that his motives were true.

I recently traveled to China with four businessmen to participate in an ethics and management forum for Global Partners in Hope (GPiH).  During one of our luncheons, two of the men had a very lively discussion about honesty in the workplace, with both agreeing it was extremely important.

As I watched their animated conversation in which they talked excitedly and nodded their heads in agreement, I was blown away by how strongly they felt about this issue.  One of the men said, “Hey, if an employee will lie about a small thing, then count on them lying about the big stuff, and I can’t afford to have employees who are dishonest.”   The book of Proverbs in the Bible states, “It’s better to be poor than a liar.”  I think we underestimate the impact of a lie and how it affects relationships.

During the forum in Beijing, one man told of how dishonesty had affected both himself and his family.  He spoke with tears and it was clear he was wrestling with how to function with real integrity in his business.

Honesty is important in most cultures, but how we define honesty can be confusing. What one might call “negotiations” another culture might call a “bribe.”  In certain cultures, negotiations are expected as a rule in business. For example, at the Silk Market in Beijing, a person is expected to barter for a certain product. If you don’t, it’s not “sporting” or much fun.  Most of the fun is in the bartering, right? There seems to be a clear definition between a negotiation and a bribe.  The merchant would not consider this process as being dishonest.

How about in the workplace when an employee who calls in “sick,” but he or she actually is just fine and simply took the “sick” day to play tennis. Is this acceptable? Should we just accept this in the workplace? Should an employee lose their job over a “little lie”?

A line should be made clear in the workplace about honesty and what is acceptable. The leader has the responsibility to model this for those they lead. Why?  Because it builds trust, and trust is the foundation for healthy relationships. If trust breaks down, then relationship will break down. Employees want a leader they can trust and employers want employees they can trust.

Regardless of the responsibilities of a leader, some leadership characteristics have universal value. Honesty is a key component of integrity, and any leader looking to lead effectively will not overlook its significance.

About the Author:

Ian Vickers is chief executive officer of Global Partners in Hope (GPiH). The organization aims to bring hope to communities around the world through partnerships between people who can help and people who need hope. To read more about the difference GPiH is making in communities internationally, visit http://www.globalpartnersinhope.com

Categories
Sales & Marketing

3 Steps to Filling Your Pipeline with Eager Clients and Customers

If your primary source of business revenue is selling services, there is no worse feeling than having an empty pipeline (especially when you’re completing projects with your current clients).

So how do you keep a full pipeline with eager clients and customers? Let me share 3 steps to get you started:

Step 1 — Know who your ideal client is. If you don’t know who you’re trying to put into your pipeline it’s going to be pretty hard to get them in there.

But this is deeper than just taking on anyone who waves a check in front of your face. If you want to fill your pipeline with clients who are EAGER to do business with you, you want to attract your IDEAL clients.

So what is your ideal client? Your ideal clients are the ones who you love to work with. They’re the ones who are a perfect fit for what you offer. They are NOT “women between the ages of 20 and 50 who are married with 2 children and trying to start a home-based business.” That’s a target market and that’s different from ideal client. Ideal clients are about an attitude, a shared vision or goal. An ideal client description would look more like this: “mothers who have been stay-at-home mothers but their children are now starting school and they’re ready to start working. But they don’t want a job, they want something they can do at home and have flexible hours so they can still put their kids first.”

See the difference in the description?

Now, you might be someone whose pipeline is empty and you REALLY need the cash flow, so while an ideal client is nice, you’d be happy with anyone who waves a check in front of your face.

First off, I get it. I’ve been there myself. However, as I know you know, taking on those less-than-ideal-clients while might be necessary for financial reasons, usually turn into a bigger headache than what you signed up for. I know you sometimes have to do this, but wouldn’t it be better to NOT have to? Start now focusing on attracting your ideal clients into your pipeline. Will a non-ideal client slip in from time to time? Of course. And if you so choose, you can take the on as a client. But start it off right by building that solid foundation first.

Step 2 — go where your ideal clients are. Now that you know who they are, it’s time to hang out where they’re hanging out. Don’t know where they are? Then go back to step 1 and do more digging. If you really know your ideal clients, you’ll know where to find them. Then you can focus your lead generating activities in the places where they are.

Step 3 — nurture your leads. Once you have your leads in the door, now it’s time to build a relationship with them. The best way to do this is through a consistent follow-up system, such as an ezine and/or direct mail piece. If you have a weekly ezine or something that goes out regularly to your leads, you don’t have to worry about remembering to contact them.

It takes AT LEAST 7-13 touches to turn a prospect into a client. In this “new economy” this number is even higher (I’ve found you need to be a little more aggressive to get the same level of sales as you would have a few years ago.) So if you have an easy and automatic way to stay in touch with your prospects, you’ll find building that relationship with your prospects that much simpler.

Categories
Customer Service

The Importance of Customer Service During a Recession

Have you noticed the customer service in small businesses in your area has improved? During a recession small business sales slump, and every company is fighting for customers. This is when excellent customer service becomes important.

Many small business owners are realizing the important role that customer service plays in their businesses during a recession. Strategy is key, however, and many small businesses are failing to think strategically in analyzing their customer service needs. A recent article in Forbes.com found that 55% of the women-owned small businesses surveyed address customer service on a case-by-case basis and 27% don’t have any strategy at all. Only 18% have a comprehensive plan for addressing the issue.”

During the tough times it is important for a company to focus on building long-lasting relationships with its current customers while also prioritizing the existing customers. Building relationships is also cost effective because the only thing needed is your time.

Here are a few customer service techniques to help establish these relationships:

1. Touch base often – Show you care about their satisfaction through feedback and regular contact. Businesses are also keeping in contact with customers by looking to telephone answering services so that they can focus on their business and take customer calls when they are free.

2. Be proactive – Adopting a proactive strategy to customer service can help an organization reach out to customers and increase sales. Using appointment setting as well as other call center techniques can help achieve this.

3. Always listen – Listen to what your customer is saying. If they talk about an upcoming birthday or something of importance to them jot it down and remember them later. This is a great personal touch for building lasting relationships.

4. Have a communication plan – Once you establish a customer relationship keep in touch by getting their e-mail address and sending them periodic updates, resources and tips.

Customer service is an essential part of your business. But during tough times it is even more important. During a recession it does not matter who your customers are, if you do not service them with excellent customer service your competition will. Building these long-lasting relationships with customers takes time, but in the long run it becomes very invaluable. Take note of these and other customer service techniques so that during down times your customers will keep you in mind.

About the Author
Jessica Gombes is an expert writer on appointment setting and is based in San Diego, California. She writes extensively for an online resource that provides expert advice on purchasing and outsourcing decisions for small business owners and entrepreneurs such as telephone answering services at Resource Nation.

Categories
How-To Guides

How to Target Your Marketing Efforts and Master Your Business Niche

If you want to make more money in today’s competitive environment, then you need to master your business niche. Let me show you a perfect, prime example of niche marketing at its best:

The AARP card appeared in the mail again. This time I actually opened the envelope and reviewed the material included with the invitation to join. Offers of insurance, magazines, on-line registrations and general information related to aging spilled out across the table. Everything in the packet maintained the specific intent of enticing a middle age person to join the group dedicated to senior citizens.

A scant five years ago, I wouldn’t have acknowledged the promotional material. It would have been swept into the nearest garbage can as I briefly wondered why this organization wasted its marketing dollars on me. Now, as I scan the introductory letter, the supporting messages delivered in the envelope are beginning to make sense. I’ve discovered that the magazine is dedicated to providing me with information on medical advancements for cholesterol control, suggestions to slim the middle age bulge and tips to improve my memory. That last one caught my attention.

Startled, I realized that I aged into the targeted demographic of The American Association of Retired Persons (AARP) and didn’t feel it coming on. When, for god’s sake, did I stop being 35? AARP knew it would happen and patiently primed the pump for several years as it waited for me to emotionally recognize that my body and brain would change. My perspective would alter and this organization graciously waited until it was needed.

Now, that’s niche marketing!

When is Niche Marketing Most Effective?

Niche marketing is most effective when you immerse yourself in a specific topic area and then start building your reputation for being a thought leader on that specific topic. It may sound intimidating, but in reality, all it demands is focus.

Nido Qubein, a recognized business strategist and forward thinker coined the term “Intentional Congruence”. He stresses that everything you do in your business must tie into everything else you do. It’s about having intent and purpose to intimately understand what you are doing and why.. Without understanding who you help and why you are doing what you do, how can you expect anyone else to know?

5 Elements to Identifying and Building Your Business Niche:

1. Create an inventory of your strengths. Identify how you relate to people and get specific in your values. List what you already know and what you need to learn to position yourself as an expert in your field. Describe the specific abilities you possess that are unique to you. Determine where you stand in terms of current finances. And, estimate what financial requirements will be necessary to build your niche with your target market.

2. Select the top two areas you have a passion for pursuing. Without passion or emotional engagement for the subject area, long-term success is unlikely. The ultimate goal is to do what you love, love what you do and make an acceptable living as you do it!

3. Research the two niche areas you’ve identified. Determine: who are the top three businesses or individuals already doing what you want to do? Review their websites and gain a sense of how connected and informed your future competition is. Research the internet fully to gain a sense of topic areas, product offerings and customer/client “reach out” efforts. Identify what is already in place and focus on those areas you feel are underserved.

4. Build a resource inventory. Contact business professionals as needed to build alliances. Create opportunities to interview people or hire whoever might be necessary to fine tune your business plan or fill in the gaps of knowledge on areas that are critical in establishing you as an expert. Offer your services to other business professionals as well. Just because you are new to a niche, doesn’t mean you are lacking expertise. They simply don’t know about you yet! Building relational capital with others who thrive in the market you wish to enter is always beneficial to everyone who participates.

5. Put your stake in the ground and claim your position within your targeted niche. Here’s how…

o Start offering your knowledge to the masses by using social media liberally.
o Become a fan of expert pages and register to participate in other List Serves that focus on your area of expertise.
o Read and post to other expert blogs on your topic.
o Write articles focusing on your area of expertise and submit them for online publication. You can go to www.TryMyFreeArticleTemplates.com/karel for 3 free article templates.
o Make every opportunity to interview other industry experts by teleseminar and provide those to your clients as additional resource material.
o Build an accessible on-line library that is exploding with information for your customers and clients.
o Create surveys for completion by your target market to gain knowledge through research and insight that is unique to you. Publish a white paper or report annually that includes this research.

Now, you have the keys to dominating your business niche. Nothing is holding you back from being the expert, knowing your target market and maintaining a gentle helping hand. You are in charge of designing and maintaining a world of comfort for your customers and customers. You can make their lives easy because they now have you – the expert to rely on.

About the Author:

Karel Murray is a Certified Speaking Professional, author of “Hitting Our Stride: Women, Work and What Matters” and business trainer who helps women entrepreneurs and executives improve their overall business effectiveness and productivity. Now, you can listen to her exciting, free interviews at http://www.JustiForaMoment.com. Each podcast interview gives you 3 takeaway ideas or concepts that you’ll be able to implement right away

Categories
Newsletter

BIZNESS! Newsletter Issue 102

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