Customer service excellence is a hall mark of all the best and most successful businesses, but it’s not a “one size fits all” solution.
We all know that our customers are unique individuals, but when we deal with them do we really treat them like that? Do you see customer service as a slick and proven approach that is successful because it treats everyone the same? I would like to introduce you to 4 of our customers:
You may recognise some of these people amongst your customers. They all seek excellent service, but the way that you deliver it to them needs to be subtly different. If people buy from people they like, then it is certainly true that people stop buying from people that they don’t like – or who they perceive as having a different set of priorities to them when it comes to customer service.
If you and your team members could understand your customers’ differences and take account of them when delivering your products or services to them, just think how much more positively your business would be perceived!
The Service Profit Chain
There is no doubt that excellence in service is directly linked to profitability – the most profitable businesses invariably deliver the best customer service. You can improve your customer experience by understanding their needs and expectations better. You can achieve this by introducing DiSC to your customer service team. Let DISC UK show you how.
DiSC is the most trusted behavioural communication and learning instrument in the world. DiSC is based on more than 80 years of research and development and is used across the globe in hundreds of training and coaching applications, with around 70% of FTSE 500 companies either using or having used the system.
For further information about the unique Everything DiSC products, or to arrange to have your own profiles produced, contact us via email email@example.com or telephone on 01209 613 060 today.
Archive for Business Advice
Hello again everyone, and welcome to the 9th instalment in my series “Business Growth Masterclass”. The subject of this Masterclass is How to Generate More Leads with Less Effort.
As ever, before we begin, lets recap on the main points fromthe last Masterclass.
- You have created three marketing messages using the step-by-step process
- You have tested your marketing messages internally – with your staff, management and colleagues
- You have started or are about to start testing your message externally – using advertising, direct mail or another lead generation strategy.
Has everybody done all that? Good. Ok, lets get started with this month’s masterclass.
What is the current picture of lead generation and management in your business?
Here’s the deal: in order to start generating more leads with less time and financial investment, you first have to spend time setting up systems and making some changes. Your goal after this Masterclass is to establish a solid lead tracking and lead management system, and make small tweaks to your existing lead generation strategies based on the work you completed in the target market and marketing message Masterclass. We’re going to look at many different lead generation strategies in upcoming MAsterclasses, but I want you to see the impact that the work you have already done will have on your existing strategies. I want you to start seeing results more or less straight away.
In this Masterclass we will cover:
- The current status of lead generation in your company
- The purpose of lead tracking and management systems
- Types of lead tracking and lead management systems
- How to set up a lead tracking and or management system
- Qualified lead generation
- How to get more results from your existing strategies
Do you know where your current leads are coming from, or how many you get on a daily, weekly, or by-campaign basis?
If I asked you to tell me right now what your top lead generation strategies are, what would you say? A big part of step-one is gaining a solid understanding of where your business stands right now in terms of lead generation. Otherwise, how are you going to know when your lead generation strategies are working? Or which strategies are working? In a few minutes, I’m going to show you how to set up a lead tracking and lead management system that works with your business. But first, I’d like you to write down what you think your top three lead generation strategies are right now.
Every business needs a lead tracking and management system. Do you have one in place?
A lead tracking and management system is absolutely essential to your business for a number of reasons. One, it is the only way to know which marketing strategies are working, and which ones aren’t. The information your system gathers will allow you to make educated decisions about marketing campaigns and investments. Two, it organises your sales and marketing efforts and manages contact information in a user-friendly way. It’s clear who you called, when, what you said, and when you said you’d follow up. Three, it enables you to manage your sales staff by tracking their progress on several leads at once. You’ll have access to an at-a-glance picture of their sales figures and productivity.
Your lead tracking system needs to:
- record the leads that arrive by phone, in-store visit, and website visit
- track the source of each lead over specific time periods
- record pertinent customer information
- be simple enough to be used by all staff members
Your lead management system needs to:
- track your leads through the sales plan or process
- increase customer communications or contact
- keep track of correspondences and follow-up requirements
- make it easier for you and your staff to close more sales
Here is a list of information you will want to gather from your leads.
Depending on the needs of your business and the lead tracking and management system you choose (i.e., do you need a mailing address, or just email address?) some of these items may be optional fields.
- Company Name
- Name of Contact
- Alternate Contact Person
- Mailing Address
- Phone Number
- Fax Number
- Cell Phone
- Email Address
- Website Address
- Product of Interest
- Source of Lead (i.e., How did you hear from us?)
- Reason for Enquiry
If it is appropriate for your business, you also may wish to gather demographic information from your leads – but keep this voluntary. This information would be ideally used in your market research analysis.
Keep in mind that your lead tracking and management systems need to be simple enough for everyone in your company to use.
Unless you are the only person in your company who manages incoming phone calls, greets customers and chases down leads, the systems you implement will need to be used consistently by everyone in your organization. Once you have decided on a system, schedule enough time to train your staff thoroughly and be open to feedback. Since you’re not the sole user, you’ll need to consider their thoughts on the usability of the systems.
Pick a lead tracking and management system that suits your budget, and offers the features your business needs.
Each business will have different requirements when it comes to lead tracking and management. A retail store will have different needs than an estate agents office, for example. The retail store may only need to record leads based on lead generation strategies, and keep lead information for their direct mail or newsletter databases. On the other hand, the estate agent will need to make contact with their leads on several occasions, and need a system that will record and remind them of those correspondences. Software for lead management ranges from simple to highly sophisticated, and can be a great investment depending on the needs of your business. Some CRM (Customer Relationship Management) tools are available online as a web-based system you can subscribe to and have access to on the road. I’ve listed the features and advantages to a number of different systems below – ranging from low-tech to high-tech, paper-based to web-savvy.
|Index Cards Variety of sizes: 3×5, 4X6 or 5X8. Basic contact information on one side, notes on the other Easy to organise and sort||This is a basic system used to manage leads by those who may be less comfortable with computers. This system will be effective at tracking low volumes of leads.|
|Rolodex More contacts than index card system Easily organised and compact Basic contact information on one side, notes on the other side||Another basic system that will effectively manage leads without the use of a computer. While this system can store a higher number of cards, it is also only effective for tracking low volumes of leads.|
|Excel Spreadsheets Electronic system that is highly customizable by date, name, source or other variables Easily organised and analyzed Several worksheets in a single file allow leads to be tracked and contact managed Accessible for those with basic computer skills||This is a slightly more sophisticated system that will allow you to track higher volumes of leads, and effectively organise the information that you collect into charts that can be analyzed. In Excel, you are able to work with a number of tracking sheets in a single file, and create hard copy tracking sheets for staff to use at point of sale and reception. Excel also has the capability of importing data from Outlook and Maximiser.|
|Database Management Programs High level of organization Unlimited space for notes and record-keeping Data-entry required Examples include: MS Outlook, MS Excel, Maximiser||A more sophisticated system that will interface with Excel and manage high volumes of leads and customer details. Manages distribution lists for newsletters and direct mail campaigns. Primarily manages contact information, and provides space for notes, follow-ups and reminders. Tracking high volumes of leads without recording and inputting customer information is best done in Excel.|
|Customer Relationship Management (CRM) Software Web-based, and accessible from anywhere with internet access Organises leads and customers by name, company, date, or status Ability to attach documents (like proposals and contracts) to leads Ability to write notes and log correspondence by date View contact history and status Interfaces with e-mail marketing programs Example is SalesForce||A highly sophisticated system with advanced features. Tracks a high volume of relationship-based leads, and provides a detailed, feature-heavy system for lead management. Not ideal for retail businesses, or businesses that need to track a high volume of leads with minimal customer information attached.|
|Website Analytics Monitors and analyzes website traffic and online advertising Tracks number of people who visit your site, where they came from (search engines, online advertisement, website link etc.), how long they stayed, the pages they visited, and which page they left the site from. Google Analytics is an easy-to-use example||An ideal way to track and analyze website traffic to complement your overall lead tracking system. This is not a complete system on its own. Requires the insertion of a specific code into each of your webpages, or each of your online advertisements. Monitors usage statistics, and generates reports, charts, graphs, etc.|
Bringing qualified leads into your business will save you and your sales team time, and result in higher revenues.
Qualified leads are simply the potential customers who are the most likely to buy your your product or service. They’re not just in your store taking at look at the latest features in refrigerators, they’re in the market to purchase a refrigerator. They’re not wandering in to see what a £500 handbag looks like, they are the kind of person who can actually spend £500 on a handbag. Some of the people who will call you or visit your business will never buy from you no matter how good your sales scripts are or how much time you spend overcoming their objectives. There are a variety of reasons for this – and you’ll never eliminate all of these people – but you will need to focus on bringing in more of the people who are ready to buy. The good news is you have spent so much time and energy cultivating a comprehensive knowledge of your target market, that you’re in a great position to increase the number of qualified leads you bring into your business.
How do You Get Qualified Leads?
The crux of qualified lead generation is making decisions based on the market research you completed on your target market. You basically need to know where to reach your market, and how to speak to them. When you are designing, executing and making choices about your lead generation strategies, always consider these questions.
|Who is my target market?||Write down your target market description to keep you focused on the specifics of this group of people.|
|DISTRIBUTION IS EVERYTHING: How does my target market like to receive information?||Do they read the newspaper? Pick up the family mail? Spend hours on Facebook? Subscribe to Reader’s Digest? Listen to newsradio on long commutes to work?|
|What motivates my target market to take action, and how can I tap into that motivation?||How will you tap into your target market’s emotional response? What issues or needs will mean something to them, and drive them to your business to solve them.|
|Where can I place my marketing message so my target market will see it?||Look at what you found out in your market research about your target market’s hobbies, activities and interests. How can you place your message or your product or service in their path?|
|What can I offer my target market to entice them to purchase from me?||Can you offer your target market something special, rare, or time specific that will appeal only to them?|
I’m going to show you how some little changes will generate big results for your company in short order.
Once you’re set up with a testing and measuring system (your lead tracking and management systems) to evaluate the success of your lead generation strategies, you need to start by looking for opportunities to beef up the strategies you’re currently working with.
|Use your new marketing message.||Make sure that you have put your new marketing message on all of your marketing materials, where new and existing customers can see it. Revise your standard advertisements to feature the strengthened copy.|
|Strengthen your offer.||Create an offer that’s too good to refuse – not for your entire target market, but for your ideal customer. How can you cater to their unique needs and wants? What will be irresistible for them?|
|Refocus your direct mail campaign.||If you’re sending your direct mail to entire postal code areas, stop and refocus. If your distribution area is that broad, chances are the copy on your postcard or letter is too broad as well. Brainstorm ways to narrow your distribution and only hit your target audience. Purchase consumer lists based on demographics, not just location, or limit distribution to specific housing types. Of course, make sure you rework the direct mail piece to feature your marketing message.|
|Let your target market’s behaviours dictate your distribution plans.||As I discussed above, the more you can tailor your strategy to the needs and habits of your target market, the strong your results will be. Look for opportunities in your existing direct mail, advertising, flyer drop and other strategies to get specific. Narrow the demographics of your list, or place an ad in a niche publication. Brainstorm new ways to target your market’s emotional reactions.|
|Tap into low-cost advertising.||Advertising in places like the YellowPages, classifieds sections, e-mail newsletters and Google Adwords can be a great place to test your marketing message for minimal investment. In an upcoming Masterclass you’ll learn how to place ads in the YellowPages and other listings that stand out from the competition.|
|Look for some referral business.||Referral business is desirable because it usually brings qualified leads into your business. Someone has referred them to you based on a current need or desire. > Provide your customers with an incentive to bring business to you. Reward successful referrals with discounts or gifts. > Create a referral chain by giving each new customer three free coupons for products or services that they can give to their friends. When their friends come into your business, do the same. > Create complementary alliances with non-competitor businesses with the same target market. Cross-promotion or cross-referral strategies will benefit both businesses.|
|Website sign-up||Add a feature on your website that encourages visitors to sign-up for newsletters or other communications. You can also set up your website so that potential customers need to fill out a simple form before they have access to “free” information.|
|How to Create Marketing Materials That Work||The next Business Growth Masterlass will walk you through some tips and helpful suggestions for improving your marketing materials. Revise your existing materials based on these suggestions, and watch your leads multiply.|
Stop using strategies that don’t work.
Now that you have a comprehensive lead tracking system in place, you’ll be able to track the leads that each strategy is responsible for generating. When you complete your first few campaigns with the lead tracking system and analyse the numbers, compare the results to the initial predictions you made. Were you correct in your assumptions, or were you surprised by how things shook out. The purpose of testing and measuring using a lead tracking system is to figure out which strategies work, and which don’t, as well as which strategies work best, and which generate mediocre results. This not only will save you money but is incredibly useful information to have when developing marketing budgets and, of course, trying to drive sales.
READ THIS: A quick cautionary note on conversions.
While the focus of recent Masterclasses has been lead generation, remember the first part of the formula: No. of leads x %age conversion rate = No. of customers. You’ll be working on conversion rates in just a few Masterclasses from now, but my point is don’t lose sight of the relationship between leads and conversions in the overall formula. Remember that when more leads start flowing through your door, you’ll need to have the resources and systems in place to give a high level of customer service and to convert them into loyal customers. You’ve put effort into generating these qualified leads, but if you don’t have the resources in place to give them the attention required, you’ll lose them.
Once established, your lead tracking and lead management system should require minimal time investment…if you keep it up to date.
One last reminder before I sign-off – keep your systems up to date. The biggest pain (and drain on time) is having to go back and enter heaps of data into your database or management system because someone has let it pile up. It’s also a huge missed opportunity! If you fall behind on your lead tracking system, because you won’t be able to effectively evaluate your campaign or strategy. Or, you may have missed a lead because you didn’t follow-up soon enough. Be diligent, and set a strong example for your staff members. Good luck!
Research suggests it may decide how much we achieve in life
Have you got what it takes to succeed (True Grit) and realise your dreams?
Do you have to be born with it, or can it be bred into you?
When the going gets tough, do you get going?
Why is having “true grit” important and what can you do if you don’t think you’ve got it?
- Having true grit is a trait among high-achievers, scientists claim
- ‘True gritters’ show perseverance, tenacity and think success is important
John Wayne had it too – more than Jeff Bridges Some will say. But far from being an intangible quality – scientists claim ‘true grit’ can be measured.
They say those with the trait show a ‘perseverance and passion for long-term goals’, and are tenacious, not easily distracted and not discouraged by setbacks.
And the scientists claim a simple test is enough to see whether a person possesses the dogged determination exhibited by Marshal Rooster Cogburn in the Hollywood Western True Grit.
Those who take it have to rate how closely eight statements apply to them. These include ‘I finish whatever I begin’ and ‘Setbacks don’t discourage me’.
Wayne received an Oscar for his 1969 portrayal of the fearless American civil war veteran who helps a 14-year-old girl track down the man who had killed her father.
Bridges showed a similar single-mindedness in a recent remake.
And scientists say that if you too have true grit, you may do better in life.
Those with true grit show a ‘perseverance and passion for long-term goals’.
They are tenacious, not easily distracted and not discouraged by set-backs. Theyalso place importance in success.
Put simply, grit could explain why some people try harder than others. To work out who has true grit, scientists have devised a test designed to measure focus and perseverance.
Those who score highly aren’t distracted from the task in hand by new opportunities, nor are they discouraged by setbacks. They are hard-workers and find it easy to spend months focusing on a single project. And, as diligent types, they like to finish what they begin.
Long-term, this may lead to them achieving their goals. But in the very short-term, the effects can be seen on the body.
When psychologists who wanted to test their grit got men and women to do tricky mental manipulations, they saw differences in the activity of the heart between tenacious types and those who give up easily.
Researchers said: ‘Grit, a recently proposed personality trait associated with persistence for long-term goals, predicts success in part in promoting self-control, thus allowing people to persist in repetitive, tedious or frustrating behaviours that are necessary for success.
‘People high in grit are more passionate about their goals and more dedicated to accomplishing them.’
True Gritters would align very nicely with the high D behavioural style within the DiSC behavioural profiling approach – a tool we use extensively here at Wallshire Management.
If you want to find out whether you’ve got “True Grit”, we can help you find out.
Hello, again, and welcome to the 8th instalment in my series “Business Growth Masterclass”
As ever, before we begin, lets recap on the main points from last months discussion. You should by now,
- know who your target market is, what their needs are, what their purchase behaviours are and how to reach them.
- know how to use market research to find out more information about your market on a regular basis.
This month’s masterclass is about writing killer marketing messages for your target market.
In the last masterclass, I shared with you how to identify your target market, and then how to use market research to gather information about that group of people to use in your marketing strategies.
Today we’re going to take your market research and use it to create a powerful marketing message. The strength of your marketing message lies in its ability to speak to the specific wants and desires of your target market, and tap into their emotional reactions, or hot buttons.
When you push those hot buttons, you motivate your audience to take action. The more people you can motivate to take action, the more leads you’ll have in store and on the other end of the phone line.
In this Business Growth Masterclass we will cover:
- How a strong marketing message will supercharge your lead generation
- Examples of strong marketing messages
- A step-by-step process for developing your unique marketing message
- Strategies that will strengthen your existing marketing message
- How to test and measure the strength of your message.
- How to be consistent with your strong marketing message
- A strong marketing message will make a huge difference in your lead generation strategies.
A marketing message is simply a statement or phrase that you use to communicate information about your business to others. A strong marketing message will do four things:
- Speak to the reader’s needs, wants or problems (hot buttons)
- Offer a solution, advantage or benefit
- Describe a point of difference
- Motivate the reader to take action
As I said earlier, the key here is to motivate your target audience to do something after they read or hear the message. It needs to be strong enough to entice the audience to ask for more information, visit the website, pick up the phone or walk in the store.
You will put your marketing message on every piece of marketing material your business uses for lead generation, so it has to be powerful and consistent and speak to the group of people that you have identified as your ideal customers. Strengthening your marketing message has the potential to dramatically increase your lead generation before you even change your existing strategies.
Here are some examples of strong marketing messages that are used by successful businesses today.
|Domino’s Pizza||You get fresh, hot pizza delivered to your door in 30 minutes or less — or it’s free!|
|M&Ms||The milk chocolate melts in your mouth, not in your hand.|
|Enterprise Rent-A-Car||We’ll pick you up.|
|FedEx||When it absolutely, positively has to be there overnight.|
|Dentist||We guarantee that you will have a comfortable experience and never have to wait more than 15 minutes or you will receive a free exam.|
|Estate Agent||Our 20 Step Marketing System Will Sell Your House In Less Than 45 Days At Full Market Value.|
Let’s get started with the process you can use to create a new marketing message for your business, or refine the marketing message you already have.
Work through the following questions to brainstorm and record the aspects of your business that you will communicate in your marketing message. Take your time, and be as detailed as possible.
1. Use all the information you gathered about your target market to figure out what your customer’s hot buttons are.
Write down who your customers are, and what their problems, desires and needs are.
Take some time to revisit the behavioural and psychographic information you gathered when researching your target market. This will give you an idea of what kind of emotional hot buttons you should focus on when creating your marketing message.
Hot buttons are emotional triggers that motivate your potential customers to take action. Some common hot buttons are: price, location, exclusivity, results, safety, timeliness, convenience and atmosphere.
2. Describe the value or benefit that your product or service offers your customers.
This is what your customers get when they spend money at your business – the answer to “what’s in it for me?” How do you solve their problems? How do you meet their needs, or fulfill their desires?
For example, maybe you’re a grocery store in the neighbourhood, and you offer the convenience of being just a short stroll away instead of a car ride.
When you’re thinking about this question, think about your product or service in the context of the benefits, results, or advantages customers receive, instead of the features you offer.
3. Think about the outcome of the value or solution that you provide.
Brainstorm what happens when your customers receive the value or benefit from your product or service, what happens? Are they thrilled? Relieved of worry? Do they have more time to spend with their families, or do they put dinner on the table faster?
This is kind of like the storytelling aspect of creating your marketing message. Paint a picture of how you will improve the lives of your customers, in one way or another.
4. What is your company’s point of difference? What makes you stand out from the competition?
Your point of difference – or uniqueness – is something you will want to strongly feature in your marketing message. It is the reason that the reader should choose your business instead of your competition.
For this step, do some research on your competition and see what kinds of marketing messages they are using. How strong are those messages? What benefits and results do they promise?
If you are having trouble figuring out what sets you apart from your competition, think about including an irresistible offer, or a strong guarantee to give yourself an edge. (We’ll spend some time on powerful offers and risk reversal strategies like guarantees later on in the Masterclass series.)
5. What is the perception you would like others to have about your business?
How you wish your customers to perceive you will impact how you describe your offering in your marketing message, and the kind of language you will use. Revisit the vision you created, and write down some ideas about the image you want your business to project to the outside world.
For example, if your business is completely transforming its operations to become more environmentally sustainable, you will need to use different language and emphasise different features and benefits than you did before.
6. Based on the notes you wrote in response to the above questions, summarise the information into a paragraph of 4 to 5 sentences.
If you’ve got pages of notes, this may be a challenging part of the process, but that’s okay because it means you have a lot to work with. Take your time, and wade through your notes bit by bit.
You may want to start by writing 10 to 15 sentences, and then narrow those down to 4 to 5 sentences when you have a better idea of what specifically you want to focus on. Or, you could try writing three sentences for each question, and then working to consolidate from that point.
Keep in mind that the most effective marketing messages use strong, descriptive language that triggers emotional responses. Think about how you would describe your point of difference, or value-added service to a close friend, and write with that in mind.
7. Using descriptive language, consolidate your paragraph into a single sentence of 15 words or less.
This sentence will become your unique marketing message!
I know how challenging this part of the process can be, so to make it easier, I usually write a few different sentences that emphasise different things to give myself choices. For example, if you don’t know whether to feature your company’s commitment to unbelievable prices, or its guarantee of customer satisfaction, write one sentence each and compare which is stronger.
Aim to have two or three sentences that you’re happy with, and then test them out to see which is the most effective.
The only way to find out the strength of your marketing message is to test it. Don’t be afraid of making some mistakes – you need to get feedback!
Test your three draft marketing messages internally first.
Before you go out to the public with your drafts, test them on your friends, family, staff and colleagues first. Use their feedback constructively, but don’t be afraid to stand up for elements that you believe are effective or important.
Once you have gathered enough feedback, rework your draft messages and incorporate the suggestions you believe are valuable.
Incorporate feedback, and then test a few draft messages externally.
When you have refined your draft messages and incorporated staff and colleague feedback, you can start to test the messages out on your audience.
This doesn’t have to be complicated, or cost a lot of money. Simple tests using small-scale distributions will give you the information you need to choose which message is the most effective.
For example, place two or three ads in the local newspaper or on your social media accounts – one a week with a different message each time – and compare the number of leads each ad generates. Or, send out a small direct mail campaign, with the materials split into three groups – one for each message.
The message that generates the most leads is the strongest, and will be the one you choose to be your business’ unique marketing message.
Now that you’ve got a killer message, use it consistently on all of your marketing materials and in all of your campaigns.
Consistency and repetition are powerful persuasive tools to use to reinforce your message over time. Ensuring your marketing message appears on all documents related to your business will build your brand image and your company’s reputation.
Make a list of all marketing materials, stationery, signage and internal and external documentation that your customers and clients come in contact with. Then, incorporate your marketing message onto each of them.
Here’s a suggested list of materials to include:
- Direct Mail
- Phone Messages
- Email Signature
- Business Cards
Now that you know what you’re going to say, and who you’re going to say it to, let’s dive into some lead generation strategies.
The next Business Growth Masterclass focuses on advanced strategies for lead generation that you can start implementing into your business right away. Our focus is to set up lead generation strategies that either immediately or over time will run themselves, so you can generate more leads with less time investment.
Leaders have a tremendous impact on their organization, because the phrases they share with their teams can either produce distrust and apathy or ignite passion and commitment. Everyone is a leader. And what you say to the people that you work with will influence their work ethic and attitude. A strong leader will recognize this, and take advantage of every opportunity to be an encouraging and inspiring flame that his people want to be near and benefit from. Yes, HOW you deliver the words are a very important part of your communication… but these are likely the 12 most inspiring things you can share with your team to ensure that they are fully invested and feel themselves to be a valued and contributing part of something larger and more significant than themselves.
1. You were right about…
Great leaders are quick to praise productive decisions or ideas. It isn’t about who is right, leadership is about deciding what is right. Instead of having to be the fountain of knowledge and wisdom for their organization, strong leadership acknowledges the contributions and comments that the people around them offer — and by doing so, you encourage future innovation and give other the gift of recognition.
2. I’m glad you are here
People don’t want to be appreciated… they NEED it. Money may be the reason they took a job, but they will leave that job when they see a chance to get more recognition and feel more valued by their superiors and peers. The simple but powerful (and FREE) action of telling your people that you are glad that they are on YOUR team can be a much more impactful phrase than you might first assume. We all want to belong, and telling your team that you are proud to have them as part of the crew can work wonders.
3. I trust you
Some people want to lead by doing everything themselves. But the more you do, the less your people feel needed or competent to manage. Part of your job as leader is to delegate and give up responsibility to those who surround you. People usually live up to (or down to) the expectations we set for them. When you trust them with something important, instead of treating them like children, you insire their loyalty and best efforts.
4. You earned it
Rewards are nice. Despite Daniel Pink’s conclusions about the ineffectiveness of carrot and stick motivation, people do want to be rewarded occasionally for their efforts. The team you lead wants recognition — but only if it is sincere and valid. Saying this with only a weak reason to may undermine it’s intended effect… but sharing a nice unexpected gift after a truly deserving performance can be incredibly powerful. What gets rewarded often gets repeated.
5. Let’s have some fun
All work and no play makes jack a dull boy — and makes your workplace a dull environment. While productivity is important, it is the job of leadership to build a culture of smiles, laughter, enjoyment, and lighthearted fun. A day away from the office together, or a fun business teambuilding event can do wonders for morale. You may be surprised to see how much that productivity improves when you encourage your people to do what they do and have a little fun along the way.
6. I believe in you
People are like certain species of fish. Their growth is determined by the tank that you place them in. If you encourage them and consistently remind them of your faith in their judgment and abilities, they will grow into the person that you want them to be. Don’t treat them as they are — help them to see the person that you see them becoming, and let your words paint a picture of the skills and traits that you know they can demonstrate.
7. That is interesting
No matter how strong or impressive the employee, athlete, or coworker — at times he or she will say something that you either don’t agree with of think is completely ridiculous. It is at times like those that you need this line. Let them know they have been heard. Let them feel that you are weighing their suggestion or comment. And let them feel comfortable and safe in offering ideas in the future by not criticizing them and killing the instinct to contribute.
8. How can I help?
The single most significant role of a leader is to give your people a job and then be a resource that is available, not hovering. If you do a good enough job of removing obstacle and allowing your people the time to work on what you have given them as a project or activity, you have been a good leader. Tell them what you want and then get out of the way — but use this phrase to let them know you are there as a supportive and helpful resource for them.
9. What do you think?
Asking for opinions is one of the wisest things a leader can do. Nobody is wise enough by themselves, and the message you send by asking for the input of your team is that they are intelligent and creative and valuable members of the project instead of just hourly employees and mindless drones. You don’t have to take their advice most of the time — the simple act of asking them about their perspective, though, communicates your interest in getting other ideas and may even provide a surprising and valuable insight.
10. Come on in
Everyone has an opinion on open-door policies. Just because you leave your door open does not mean that your team feels comfortable entering the room and sitting down to discuss things with you. A great leader connects enough with his team that people feel safe sharing their situation and ideas and challenges. When you share this phrase with sincerity, and are truly interested in having a conversation and building relationships and understanding, the loyalty and commitment your people feel toward you grow exponentially.
11. Thank you for…
If you are a leader, people are going to work seeking to please you. Your team wants to feel validated and appreciated for their efforts — especially when things are tough. Sharing a short thank you can be powerful — but I would encourage you to NEVER share a simple thank you. Always share a SPECIFIC thank you. Let them know exactly what it is they did that you appreciate, and the more detailed your thanks, the more likely it s they will really feel like you noticed their efforts.
12. Have a great day!
Attitude reflects leadership. Strong leaders accept that their people often take a cue from and are at the very least influenced by the team leader’s attitude each day .Greet your team every opportunity you have, and share a smile and a positive comment to remind them that things are good. Encourage a positive attitude and perception of things by being an example of positivity and optimism. If you are determined to make it a great day, that attitude will filter down to every one in the organization. Your team wants to be inspired. No matter how gruff or self-sufficient they may seem, every one of the people on your team remember moments in their lives when someone said something to them that mattered. You can add another moment to that list of memories if you make it a point to take advantage of opportunities to share these 12 phrases with your team. They don’t cost you anything extra, other than a bit of thoughtful consideration for those that surround you — but their impact can be tremendous. And once is never enough. Motivation doesn’t last forever. Zig Ziglar says it’s a lot like showering in that respect — that’s why he recommends it often. Remember that you do well what you do often. Looking for ways to share these 12 most inspiring phrases with your team may be challenging at first, but the impact it will have on your team culture when you start incorporating them into your conversations may amaze you.
When you build a home, you follow the specific steps outlined in the blueprint. And when you do, you build the home of your dreams. This applies to your business as well. In order to build a highly successful and profitable business, you need to develop a business blueprint.
As with most home blueprints, there are 3 major considerations that must be addressed to create that dream home. There’s the foundation upon which the home will be built… there’s the overall structure such as the walls and roof that creates and defines the interior living space… and finally there’s the basic components that complete the structure such as plumbing, wiring and so on.
Here’s what you need to know…
The main reason prospects buys what you sell is that they “want” it. Prospects want to feel special, so they will buy a product or service that meets their “unique wants.” Then they will buy it from you, but only IF you offer them the most value. If you aren’t unique, and you don’t offer extraordinary value, then you’re forced to compete solely on price. A business simply won’t thrive unless it’s unique, offers exceptional value and communicates both to prospects and clients. Your business is no different. There are 3 structural components that every business must have to attain success. The business must be unique (foundation)… it must offer value (structure) to prospects and clients… and it must be able to communicate (components) that it’s unique and offers value.
Why you need to know this…
Highly successful businesses find ways to separate their business from their competition. They find ways that enable them to literally dominate their market. They learn the process that can make them unique; help them create extraordinary value and be able to communicate both of those in every marketing message they create.
Building a highly successful business is simple. In fact, it’s nothing more than a step-by-step process. However, it does take some effort on the part of the business owner. Unfortunately, they don’t know what they don’t know, so they must find a way to gain the specific knowledge, skills and support they need to be successful. The Wallshire Management Services Marketing System™ does just that.
The cost to you if you fail to act…
Do you want to spend the rest of your life competing on price?
Do you know specifically what your prospects “want” from your business?
Do you know how to properly innovate your business?
Do you have any idea how to tell if your proposed innovations will produce a positive Return On Investment (ROI)?
If you don’t innovate, and are forced to forever compete on price, what will be the future costs to your business if that happens?
How would you like to learn how you can develop these critical skills?
The process to learn these skills is actually quick and easy and could be the best thing you do throughout the whole history of your business.
The problem that most small business owners have is they don’t understand how to make their business unique… create extraordinary value… or properly communicate their message to their prospects.
If you want access to our revolutionary new marketing system, drop me a line via the website (www.wallshiremanagement.co.uk)
To your success,