For the holidays:
Enjoy the chaos of visiting with friends and family.
Embrace the madness of holiday traffic as a time to plan your conversations with friends and family.
Feel the energy from your efforts at work – plan your next accomplishment.
Multiply that energy to colleagues and set the vision of your next accomplishment.
Smile at people – it feels good bilaterally.
All the best to you and yours!
My initial week at the CARES Institute at the University of Medicine & Dentistry of New Jersey as administrator proves to me the astounding level of professionalism that is still in the medical world. This program does for children what one would think is impossible. Look at www.caresinstitute.net for for details. Feel free to reach out at (856) 566-2707 or at szklarpj@umdnj.edu
The concept and reality of great customer service seems lost today. Your customers have problems – money is tight, jobs are scarce, there may be problems….yet they have come to you to fill a need. Two current stories exemplify both ends of the spectrum. Which one is your company? (Note: both are true)
1. Monday morning I arrive at a local hospital for a minor diagnostic x-ray. I waited in registration and the very cordial clerk told me to just proceed to radiology. In radiology the very cordial clerk sent me back to registration. In registration the very nice clerk rolled her eyes and said she did not know what was going on – but she would register me. I arrived back at radiology and the clerk was appeased that I registered. I asked if my insurance was sufficient and would they make sure my family doctor gets the report. The clerks very nicely said they weren’t sure. The technicians that took the x-ray were professional and nice to all patients. The technicians still asked me what I was there for – not reading the registration paperwork. All these people were professionally trained to be nice – maybe even hired for their niceness – but did not instill the confidence that things were getting done correctly.
You customer wants competent, straight answers with some nurturing.
2. Of all places – I found excellent customer service at a car dealership! The sales person tolerated all my negotiating – gave me a great deal – then followed through on everything he promised. My new tags came in under a week, floor mats and extra key fob there when promised. Brought my wife’s car in for detailing – the salesman found me and arranged for the shuttle to take me home and he called me when her car was done. Was it just him? Not sure, but the showroom seemed different from other car dealers. Not overly nice – but with an air of competence that brings anxiety to a halt. What will I do now? If anyone wants a great car – call Brad at 609 428 4466. It is ok to say I said to call.
The difference is what we think the customer wants VS what the customer wants. If I am buying a medical procedure – I want to feel that everyone knows what to do, that the billing and reporting will be done correctly, reaffirming my belief that the professionals know what they are doing. Concentrating on smiles and remembering the customer’s name is good, but competently over-delivering is what causes your customers to come back.
You probably have great customer service – but many call us for our Customer Care training – call us.
Feel free to disagree with me at (646) 456-0004.
Have a great week!
Paul Szklarski, MBA, FACHE
November, 2011 and people are still surfing in Ocean City, NJ! Makes you think – how often we put things off – waiting for perfect weather, perfect finances, perfect timing, etc. Think about business – we wait for the perfect client or customer, the perfect staff, the perfect vendor, the perfect prospect – it does not work! Let’s stop waiting and start doing – pay attention to the world around you and seize the day!
co·nun·drum/kəˈnəndrəm/
Noun:
A confusing and difficult problem or question.
A question asked for amusement, typically one with a pun in its answer; a riddle.
What exactly is prospecting? Precisely – there are 7 BILLION people in the world today and if 10,000 of these people buy from you – you can retire in style!
BUT YOU HAVE TO SORT THROUGH ALL 7 BILLION to get to them. Let’s see, 7 BILLION time three phone calls with two in person sales calls……nope – it doesn’t work!
Make it easy on yourself – within your territory – who do you want to sell to? Base your decision on size of company (not too big / too small, but just right); the type of company; number of employees; and any other criteria you want. Target 50 of these companies. Then:
1. Make sure the list is logical and reasonable
2. Tell everyone about your list
3. Concentrate on the top 20 of the top 50. Replace as you need when you get a firm no or a yes.
4. Have a call system and always obtain information with each call (Table of Organization, names & extensions, referrals, parent company info)
5. Call your current customers and former customers and ask for introductions
6. Look up your targets on the internet for charity work, hobbies, picture
7. Consult LinkedIn for possible contacts (hint – look at second level contacts)
8. Get them a good referral and call the CEO at the target company with it
9. Ask the gatekeeper how to get through
10. Have a follow up system that will not fail.
“This is the kid, calls me 59 days in a row, wants to be a player. There ought to be a picture of you in the dictionary under persistence kid.” Gorden Gekko: Wall Street
Know your targets – but never waste time researching till you need to. Call the main number for the company and ask for the boss – you may reach her! Leave a “Call me back” voice mail if necessary. Co-opt the gatekeeper to clear a path for you. Call at 6:30am (the boss may be there – but B to B only for this!) and call at 6:30pm.
Know what you will say when the target talks to you.
Be firm on this and plant your feet. Your top fifty will be your best asset. Move the top 20 forward every day (even 59 days in a row).
Feel free to disagree with me at (646) 456-0004 weekdays between 7am and 8am.
Paul Szklarski, MBA, FACHE
Shulman & Assoc
Sandler Training
co·nun·drum/kəˈnəndrəm/
Noun:
A confusing and difficult problem or question.
A question asked for amusement, typically one with a pun in its answer; a riddle.
What did you do today that was worthwhile?
“The world ain’t all sunshine and rainbows. It’s a very mean and nasty place and I don’t care how tough you are it will beat you to your knees and keep you there permanently if you let it. You, me, or nobody is gonna hit as hard as life. But it ain’t about how hard ya hit. It’s about how hard you can get it and keep moving forward. How much you can take and keep moving forward. That’s how winning is done!” (Rocky Balboa movie quote)
Do something everyday that looks good on your resume and you will always be in demand!.
Disagree with me at (646) 456-0004 any weekday between 7am and 8am.
Have a great week!
Paul Szklarski, MBA, FACHE
Too often the news tells us that corporate greed is bad, banking greed is bad, our employer’s greed is bad, our neighbor’s greed is bad. But let’s take a closer look: Corporate greed creates new markets and creates jobs; banks support companies, townships, charities; our employer does provide us with a paycheck; and our neighbors might make our neighborhood a better place. Making money helps us support the charities and programs we choose to support.
Unethical greed – the Ponzi scheme is bad; but being greedy about your own personal goals – never bad.
“Greed, for lack of a better word, is good. Greed is right. Greed works. Greed clarifies, cuts through, and captures, the essence of the evolutionary spirit. Greed, in all of its forms; greed for life, for money, for love, knowledge, has marked the upward surge of mankind and greed, you mark my words, will not only save Teldar Paper, but that other malfunctioning corporation called the U.S.A.” Wall Street movie (1987)
Ethics call for us to contribute, to help the less fortunate, to help others share in good fortune. Make an effort to help children or the elderly; to help starving peoples around the world; or to hire that young college grad into their first real job – we can make a difference.
Disagree with me at (646) 456-0004.
Have a great week!
Paul Szklarski
Weight of the world is an opportunity !
Once again the financial news is dismal. Now older TV stars are telling us we can no longer have money. How much do you want? I want it all and more.
If we look at our markets as a zero sum game, we win. Players in our markets are dropping out – because of fewer buyers. This provides a unique situation – fewer sellers for the market. You only need to stay in the game one day longer than your competitors to take over the market.
Diversify your target market. Health care is still healthy, financial services are still functioning, and home improvement is still hopping.
Develop new contacts (talk to strangers) – at least 20 per week. Your next big client is in this group.
If you have a good product that solves problems – never lower your price. Most times, it is not necessary.
Set the expectations for your business relationships – if you want referrals, ask; if you want a long term contract, ask; if you want to change the relationship, ask —-but do it nurturingly.
Keep your journal to track if you really are working all day. Developing new business in this market is a lot of work – but it comes with a lot of rewards. Have an idea what additional money will buy you. Know what you would spend that extra $200k on.
Is this wrong? Of course not. All the titans of industry followed this path. You want the corner office – go get it. You want the big home and nice cars – go get them. Want to succeed – go grab success!
Disagree with me at Paul@cotactix.com or call me between 7am and 8am at (800) 480-7292.
