Want to be invaluable to your customers?  Decrease their dependency on you by providing helpful information.

This idea is really not as ‘duh’ as you might think! In fact it could be a brilliant strategy depending on the type of business you are in.

An example for you to consider:  This morning I was having yet another computer issue and my IT Tech guy – Tom Karakis of Alpha Geeks - once again fixed it -but also helped me understand what happened and what I could do to resolve it next time or prevent it. As I was explaining the information Tom shared,  I mentioned this to my team and then had the AHA!  He always does that.

As he helps me understand something of how he fixed something, he isn’t decreasing my dependency on him. He is saving himself redundant service time AND keeping me loyal and coming back for more.

How can you do that in your business? How can you educate your buyers/customers so that there is even more value to the product, service or solution that you offer?  A few tips:

• Track the questions that you are asked by your customers and your prospects during the sales process
• Reviewing the information you track, look for similarities
• Identify how you can share that information proactively or just-in-time – this is when social media and the drip marketing approach is effective. You stay in touch as you share useful information!
• Track the reactions and information that seems most valuable to allow you to know what information to keep sharing

It may seem a little ‘fussy’ for many sales professionals…but think of the pay offs!  More referrals, expanded sales with your existing customers and a reason to stay in touch with prospects!  You become invaluable as you provide value-filled information.

What other ideas do you have for making yourself invaluable with information?

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This past weekend I worked ‘concessions’ for several hours at a school event. We had many items to sell -sandwiches, chips, candy, drinks and ice cream. I enjoyed the sales process outside of my normal business setting and decided to have some fun with up-sell and cross-sell opportunities.

I observed my prospects as they approached the ‘window’ for:

• Body language  – were they open and seemingly hungry or thirsty? 
• Did they have cash in their hands? 
• Who was with them.

Then when they placed they order, I really listed and continued to observe. Based on what they ordered, I offered ‘more’ – a drink, something crunchy, or the ‘meal’ versus just the sandwich and drink.  But I didn’t just stop with the offer,  I explained the ‘why’ and value associated with it.

• Would you like something to drink with those nachos because the salt will make you thirsty and you won’t have to come back through the line again.
• Ever try Fritos with a sloppy joe? It’s a great combination and more filling.
• Did you know you save 25 cents when you order the meal instead of just a drink and sandwich making the chips only 25 cents?

The results? (Yes I did keep track the first hour  before it got so busy then my brain was mushy to keep the percentages.)  The result was at least a 50% close rate.  Yes 50% – and for some that said no, they came back later to order the recommended item and said I was ‘right’ the first time.

Yesterday, Kayla, my awesome intern, worked the concessions during a track meet – we talked about my experience and up-selling – she reports a 50-60% success rate!

The tips? 

1. Identify the natural add-ons for what you offer.
2. Give extra value by paying attention to your customer’s situation and offering recommendations that will give them more with what they are purchasing.
3. Tie the recommendaiton specifically into the value they receive.
4. Show confidence in your recommendation.

It really is THAT easy…and fun!  I can’t wait to work concessions again and perfect the process even further.  And to let others in on the ‘secret’ that will net the group even greater profits.  You can do the same for your company!

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Confucius said: 

Choose a job you love, and you will never have to work a day in your life.

I was wide awake at 2 a.m. this morning.  By 3 a.m. I hit my home office.  Feeling sorry for me?  Don’t!  As I return from a week in the north woods of Wisconsin and time away from all electronics, I was excited to get back to work!  Not because I spent a whole week with my teenagers, because I am thrilled with the projects and clients we are working on right now. 

I realize  how fortunate I am…so many of the professionals I work with are not excited to start their work week or their work day.  They dread it.  And that is why a focus in our training and assessment work is to increase confidence and competence in skills AND help sales and service professionals fall in love with what they do (and the value they bring)! 

When we love what we do, we:

1. Have more energy. We all have 24 hours in a day. Within those hours, each of us has a finite amount of energy to expend.  When we love what we do, our energy expands!
2. Are more successful.
3. Have higher levels of happiness.
4. Do not dread our “work”.

So, what if you aren’t loving what you do today?  What can you do about it?  This isn’t about finding another job – though you may decide that in the long run.  Sometimes we might not love what we are doing today.  And that is okay.  But if you have a larger need to increase your love of your job/career:

1. Consider why you are doing the work you are doing.  Is it a need to?  Or want to?  Or a dreaded-to?  Sometimes moving through the dreaded duties, allows you more energy to focus on the want tos.  A couple of weeks ago I had a “To Do” Item that I put off the entire week.  As Thursday rolled around, it was still staring at me.  At 5 p.m. on Thursday it was still there.  I had to get it done because I was delivering a workshop the next day. I took the 20 minutes (kind of embarrassing that’s all it took me, I probably spent 3x that avoiding it for 4 days) and finished that task.  I then had so much energy I spent several more hours on things I wanted to!   It was energizing to know that obstacle was out of the way.
2. Spend time defining the value of what you do or what you offer. Refocusing on the bigger picture can be helpful!  Most anything worthwhile has some drudgery to get there.  Drudgery isn’t as bad when it gets you where you want.  My home has a lot of painting details and plaster work.  I have done it all myself and am often asked if I will hire myself out.  They assume I must love painting and plastering.  The truth is…I don’t!  I love the outcome and am willing to do the work that gets me there. 
3. Reflect on why you are in the job you are in.  A question I ask sales groups “Who chose a sales career?” 50% or more do not raise their hands.  Wow that is a lot of people on a path not of their choosing.  But you can choose to stay on it … or not! 
4. Spend time with people who enjoy their work.  Ever notice the company you keep affects your feelings?  Spend time with complainers and someone who hates what they do and it starts to rub off.  Spend time with successful, productive people and it helps!

These actions just scratch the surface of things you can do to find the benefits of loving your work.  What else have you done to fall in love with what you do?

P.S.  No the blonde in the photo is not me

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Expanding your network and referral base is smart business these days. But so many professionals miss the boat on how to network effectively! As you link with other people, keeping your old connections is as important as making new ones.

Yesterday I met with someone starting her own business. As we discussed how to build a network, I was reminded of the important nuances of building the network lifeline.

In my 11 years of providing sales training courses and tools for successful sales and service, I have been on the receiving end of a LOT of bad attempts to network. Most – and I mean 95% – of people that contact me to network really just want to know who I can introduce THEM to. I learned the hard way how important finding out what value they bring to others is before making these connections.

As a rookie, I was giving out names to new contacts very easily – after all wasn’t that what I was supposed to do? Until…

I realized that I was potentially damaging some VALUABLE existing relationships by not ensuring they would be a GOOD connection. I was wasting my existing connections’ time with people that they didn’t need (or want) to talk to.

Not anymore. I am more careful before making a connection. To value my existing relationships, I have work to do before I link them with a new connection.

Additional specific tips to network effectively:

1. Before you ask to meet with someone to network OR go to a network event, consider what you can offer to the other person(s). Is it expertise? Other contacts? Assistance with something they are working on?
2. Know your value proposition to potential clients. If you can’t explain your value, how will your networkers know who might need what you offer?
3. Do your homework! Know as much about the person or the people in the group as you can prior to connecting.
4. In a “live” setting ask people for THEIR business card first. Look at the card and see what it says – use that as a conversation starter.
5. For live events, always have the following items with you:
   • Your business cards
   • A pen to take notes on their business card
   • A smile on your face
   • Some type of paper to write on
6. Tap into social networking. Twitter, Facebook, LinkedIn. All great potential tools…if you use them correctly and keep the first 3 tips in mind.
7. Ask questions about the motivation and reputation of a new connection BEFORE giving out the names and phone numbers of your valuable existing relationships
8. And with his efforts, I’m pleased to introduce Jim and what he does to you! His blog and newsletter have great marketing information. See how the value exchange pays off?

And a foundation element to all of these networking tips: Networkers that GIVE something to others before asking for something are much more successful in the long run. A great example: Jim Connolly’s blog post shows how a seemingly little effort of giving in networking can pay off big – not only for himself but for everyone else!

Networking with others will be even more important as the world we operate in shrinks with technology. As you consider how you will expand your network, focus on the song I learned in Girl Scouts, “Make new friends, but keep the old…one is silver and the other gold!”

Newsflash! In the next six weeks, the SalesProInsider will be offering more free resources for you! Two eBooks, a free webinar and more! Stay tuned…

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“Our value proposition” is becoming the phrase in sales these days. But what is it? And how do you maximize and use it to increase productivity? A value proposition is the end-result benefit statement of what you offer. Though this seems straightforward, how you have described your value in the past needs to be overhauled to better fit what is happening today.

In an unpredictable economy, more concrete specifics around decreased costs, increasing productivity, and reducing risks and unpredictability are necessary to get attention. You will need to adjust your value proposition statement to make your point most POWERful

POWER up your value proposition by:

Preparing a value proposition that is directly linked to the situation. Generic propositions such as “We save our clients money” can be so much better when it is relevant to them! Take time to research something about this person or company and find a specific value or benefit that will fit them.

Observing how the statement sounds and looks as you practice it on paper and out loud. The word choices and length of what you include may be very different if it is stated verbally or in writing.

Working specific metrics into the value statements whenever possible. Numbers speak!

Explaining the What this means for YOU  is… Spell it out – don’t make them work to make the connections between what you provide and what it will mean to them.

Restating the value throughout your discussion. Don’t dump all the benefits on them in one statement. Sprinkle them in when appropriate – during your introduction, prefacing some of the questions you ask, during your presentation and especially before asking for a decision.

A value proposition is not a one-size-fits-all statement. And overhauling yours to best fit the realities of your customers and prospects within today’s economy will help you continue to move sales through your funnel.

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