Aug 22, 2008

My new book: *The Success Thinking Mastery*

Stop the presses!

Extra!, extra!

Jorge Pinkus has a new book available!

...

...

... Now, with a smile on my face and a very proud smirk I present to you, my new book:

The Success Thinking Mastery
(download it here...)

If you are looking for the clues of success, if you are embarking into the “SuccessShip” for your Success Voyage, then you are in the right place at the right time!

In my The Success Thinking Mastery book, you will encounter the essential factors that always separate the “wanna-be’s” from the accomplished when it comes to sales and marketing, business and success and, ultimately, life itself.
It is astonishing–rather sad, also–to realize that the great majority of people with their own businesses, as much online as off-line, are not making money. Most of them are probably not even recovering a fraction of their investment! (Not to mention a worthy take-home-earning.)

Excuse me for my candid and direct honesty here, but the reason why the majority of them fail is because they do not have in them the very foundation and requisite: desiring success badly enough! Most of them who do succeed is because when they really want something, they find the means to obtain it successfully no matter what!
In this book, you will learn the few essential factors that will turn you and anyone (even total beginners) from small time marketers and/or salespersons into massive Success Voyagers!
.

What You Will be Able to Make Yours and Apply:

  • The importance of having the right mentality (of course, the Success Thinking and Winning Mindset) as well as choosing the right vehicle to accomplish what you set to get.
  • How do thriving entrepreneurs and success masters think and how you too can apply their methods to your own business and life.
  • What the Success Blueprint is all about by choosing and modeling the right businesses that are actually working.
  • The Roadmap to Success that you can simply use to achieve online and off-line marketing riches by applying a proven 4-step system.
  • The many pitfalls and obstacles that people commit all the time, so you can avoid them in your Success Voyage.
  • What it's all really about and how your belief can make or break you.

To know more about its contents and to download your own copy, may I suggest you go here now?

Your Maximum Success Coach,

Jorge Pinkus

Apr 11, 2008

Answer to 4 Most Common Objections in the Selling Process

Charlie Cook sent me this article by email. I think his approach is a valid and very concise way to respond to four of the most common objections you can find in your selling process. Enjoy!
Jorge Pinkus
Your Maximum Success Coach
http://www.JorgePinkus.com

================

You want to increase the flow of sales revenue, but you are stymied by prospects' seemingly endless objections. Prospects say they're not interested. They tell you your price is too high, or this isn't the right time. You've heard all the objections. What can you do to simplify selling sales and get rid of these once and for all?

Plan your marketing and lead prospects to your products and services by making clear paths and removing obstacles. Channel your prospects' attention and interests and you'll eliminate their objections.

Below are the four most common objections and ways to eliminate them.

Lack of Interest
Prospects need to understand what you do before they can become interested in what you have to offer. It is that simple. If you're marketing yourself as a lawyer, coach, accountant or fitness center, you're not telling people why they should be interested. To capture their interest, explain the problems you solve from their perspective.

Lack of Leads
You want people to email you, call you or go to your web site to buy your products and services. But first you have to motivate them to contact you so you can market to them. Once you have their attention, use your conversation, your emails and your web site to ask them what they want and need.

Lack of Credibility
You want prospects to see you as the expert; the person and the firm that has the products and services they can rely on. One of the biggest challenges to attracting new clients is gaining their trust and being seen as the essential expert. Use your articles, ezine, and web site to demonstrate your expertise. Use testimonials from clients to tell prospects about the results you and your products have achieved.

Pricing Objections
Whether it is a $25 subscription or a $50,000 consulting fee, prospects object to price when they don't understand the value of the purchase. Establish a set of questions you can use to help prospects define what they want and what you are providing. When price is put in context, it becomes much less of an obstacle.

Still not converting as many prospects to clients as you'd like? Use questions to find out more about what they want, and what their concerns are. Then address each of these objections up front and remove them as potential sales killers.

Think of your target market as a reservoir of water waiting to be tapped. If you eliminate the barriers between them and you, you could send a steady stream of new clients and customers your way. Now, don't just imagine it, do it.

Start eliminating your prospects' objections and create a clear path for them to become clients and customers. Help your prospects get what they want and you'll be selling more products and services to more clients.

=============
If you liked this article by Charlie Cook, you'll love
each of the 'Insider Secrets' tools in the series,
guaranteed to be the most effective marketing
tools you'll own and to help you grow your business
giving you more time and income to do what you love.

Apr 3, 2008

Abraham through Esther Hicks on the Law of Attraction

Here's a video from a recent Law of Attraction Workshop with Esther Hicks, who "translates blocks of thought from non-physical source energy using the name of Abraham".

This is the first of a 5-part series. When you are done watching and pondering about this first part, simply click on the menu button and then select the next part.



Tashi deley,

Jorge Pinkus
Your Maximum Success Coach
http://www.123-sites.com

Mar 18, 2008

Does your prospect see the value of your proposition?

I read this article by Alen Majer, where he explains why it's not sufficient that you have a product or service that is of value to your prospect, but you must make a special effort to guarantee that they see it and how they will benefit from it.

Enjoy,

Jorge Pinkus
Your Maximum Success Coach


P.S. Do you have your own domain? Get yours with unlimited email addresses, unlimited email lists, unlimited autoresponders, and much more, at http://www.123-sites.com

=======================

If your prospect does not see the value in your product or service, and if the only difference between you and the competitors is in pricing, you didn't do a good job as a sales person. The main description of your position inside the company is to create the value, not just to show your price list.

Teaching and educating customers is no longer enough, giving them information about your products or services is no longer necessary. They can get them by themselves, without ever talking to you or your company, and know more about your product and positioning on the market then you.

If they know so much about you, how can you try to sell them the same product without knowing their business situation or their needs?

Remember that customers are sophisticated; they either have or believe they can get product information more reliably on their own. Information is readily available through many different sources, 24 hours a day, 7 days a week. Internet is full of different forums, blogs, and review or research websites where they can get information about your product easily.

Customers don't just want a specific product; most of the times they want to solve their pain point or business issues. A customer in today's competitive sales environment does not expect to educate the sales professional about their business. Therefore, you must already possess a solid understanding of the customer's industry, competitors, and business direction.

Developing such a comprehensive view of the customer is a task that requires extensive researching and education to get an overall picture of the customer's business industry. The modern sales person needs to focus on understanding the customer's business initiatives, strategic plans, IT environment, and key customer preferences.

If you are still seeing yourself as someone who is there to educate customers, you are living in the past. The time of product-centric sales is gone. Welcome to customer-centric approach in sales.

You need to move away from the focus on presenting your products. Instead a customer-centric approach shows that you recognize and understand your customers' needs, which is necessary if you want to survive in a 21st Century sales environment.

Your customers are tired of salespeople who come in and are unable to address real business needs, but talk about their company and the hottest feature, or unique one that nobody else has. There are many dimensions that you are selling, and price is only one of them.

How to win the deal and not even touch the topic of discounting of your product or service?

If you base your offer on your price only, there is a good chance that someone will have lower price than you, or you can end up in the bidding war that distracts from solutions. To avoid that, base your proposal in achieving more goals for your prospects, not just to save money, because every other salesperson will say exactly the same.

Customer wants to see the value not in your product; he wants to get the value from your solution to their business problem. They must perceive unique value from you. If they cannot differentiate you from the competition, there is no reason to buy from you.

Probably you can't differentiate much with your product, I am sure you have some unique features, but your competition has them too. Customers today can easily substitute your product with the one from your competition and still be satisfied.

So how can you differentiate?
That's where trigger events are coming to the game.

Trigger events can help you with recognizing needs and opening the door to have a meaningful conversation with customers who have events happening. Just to be different from the competition is not really important to your customers. What they would like to see is added value.

What creates customer value?
- Skilled sales force
- Sales process itself
- Understanding their business situation today and adapting to their particular wants and needs

If you recognize customers' needs and create the value for them, customers will move from initial meeting to a decision much easier. Communicating the value is a traditional view of selling, but in today's world you can't survive if you are not creating the value for the customer. And make customer realize that they are on the market.

Sales person needs to play a leading role to create the value for his customers. In each step of sales process sales person can create the value, but the most value can be created early in the process by helping customers to define their needs.

This is true especially in consultative sales where sales person can create the value recognizing customer needs with trigger events and helping them to define them better and deeper. Sales professional needs to create the specialized situation and put them on the market even they didn't felt like that before he entered the picture.

If you are just selling your product you are missing the point and you will die by price, as you lived by price. Customers are looking beyond the product; they are looking for the solution to their needs and your understanding of their business situation. Many times that should include help and advice too.

Different customers must be treated differently, what works for one customer may not work at all for another. Knowing about trigger events happening to your targeted prospect (and more different events is always better) you will have a very powerful tool to adjust your sales presentation to their needs, recovered with trigger events.

Concentrate on understanding your customers' business issues, and show them how to solve more than one goal with your product, create a value for them and you will go home with the contract in your pocket, whatever the price is.

Let me repeat it here once more - if you don't show the value you will definitely not win whatever your price is. Even if you have a lowest price on the market, it does not mean much to the prospect, because they don't see the difference between your product and ones from the competition. And many buyers are buying from someone who had crafted a compelling solution to their needs, then comes understanding of their needs, and after that the financial part of the deal.

Your goal as sales professional is to create value through how you're selling, not just through what you're selling. To be a real sales professional ready for 21st century customers, here is no question you need to change your approach, but when and how?

======================
ABOUT THE AUTHOR
Alen Majer, author of the book "How to sell to Americans"
has written a new book for everyone who is in sales and
struggling with the finding new customers: "Trigger Events
or how to find your next customer.
Alen consults businesses on different topics, from improving
sales processes, developing better relationship with the
customers, to improving internal sales forces skills. He
knows the secret of sales and he is sharing it, and after
15+ years in sales he still believes this is the most exiting,
best payable and most secure job position in the world!
http://www.salestriggerevents.com
http://www.alenmajer.com

Mar 15, 2008

The Value Revolution, by Marlon Sanders

Marlon Sanders sent me this long article... He mades a pretty good point on developing value to you (readers, clients, customers, prospects...). So, I invite you to grab a good cup of java, green tea or your favorite beverage and spend the next 5-10 minutes reading and pondering on the following content... It's that important!

Your Maximum Success Coach,

Jorge Pinkus
http://www.123-Sites.com

=======================================================
Internet Marketing Made Simple -- The ONLY 3 Steps You
Need To Know To Promote Anything To Anyone Online
=======================================================

In this article:

==> The only 3 steps you need to know
==> What web 2.0 REALLY is about
==> The dumbing down of the Internet
==> Should you hire out article writing to 3rd world countries?
==> What happened to all the ezines?
==> Is web 2.0 a barrier to entry?
==> What's the future of Internet marketing?
==> Do you have an advantage over big companies?
==> How do you know which products to buy and which to skip?
==> What's social bookmarking about? Do you need it?
==> Is user generated content an opportunity for you?
==> What's all this talk about interactive web sites?
==> Whatever happened to viral ebooks?
==> How big companies are trying to put the squeeze play on

This is a long article. I have a lot to say. But there is
a big payoff if you take your time to read it. You may wanna
print it out.

Let's see if I have this straight.

You wanna make a few bucks online. You got retirement staring
at you. Or a stack of medical bills to pay off. Or a job that
any mindless idiot could do.

Most of all, you wanna call your own shots. You want freedom.
You want independence. And you hope online marketing is your
ticket to that new world.

And you have your choice among:

* Butterfly marketing
* Web 2.0
* Social bookmarking
* Bogging
* Bum marketing
* Article writing and promotion
* Organic seo
* Google cash
* Google ppc
* Video marketing
* Link exchanging
* afffiliate programs
* plr
* Creating your own product
* Mass site control
* Adsense
* Reprint rights
* The list goes on and on
* Flipping web sites
* Flipping Squidoo lenses
* Hub pages, Propeller, and Connotea
* Click flipping
* Domain name portfolios

Whew! That's a LOT of things to do to make money. I thought
the idea was to work LESS, not more!

All of the above things are good. They all work if you work
them right. Which IS the fly in the ointment, isn't it?

When do you have to even figure out all the above, not to
mention DO some or all of 'em.

I mean, I don't have a job. I read a good chunk of most
days. And I STILL can't keep up with all the new developments
in all the areas.

Let me put the above in the context of a very simple formula
anyone can understand and follow. Then, it'll help you
zoom in a little more on which of the above you wanna spend
time on and which you don't.

There are three basic steps in this game, in spite of all the
hoopla over different methods.

Here is the short form:

1. Get traffic

2. Get emails

3. Send emails

Here is the same formula in a more elongated method.

Step one: Get people to your web site or name squeeze page

Step two: Collect email addresses

Step three: Send out emails

In case that looks a little familiar, it IS the same exact
formula I presented in the Amazing Formula years ago. The
same thing STILL works, which is more than I can say for a LOT
of methods that people have sunk money on over the years.

I could add a fourth step onto there called the KSL. In other
words, when you send out those emails, you're usually sending
people BACK to a web page that has a sales letter on it.

Or, if you're following trendier models, you parse out your
sales letter over time on your blog. It's STILL a sales letter.
It's just delivered in CHUNKS.

Back when I got in this game years ago, you only had THREE
steps to make money online:

Step 1: Click button one on Net Contact -- that was the one
that stripped email addresses.

Step 2: Write your email

Step 3: Click send.

Well, a lot of thing have changed since those days. But the
main difference is simply in step one. Instead of stripping
email addresses off of web sites, you have to collect them
by enticing people with free offers.

Oh, and now, you don't just send out offers. You send out
content too. That's why I'm taking my time to write you this
ezine each week. So you have an reason to stay on my list and
read my offers.

Now, most of the methods in the list above are different ways
to get people to your web site. Social bookmarking, Squidoo
lenses, inbound links, link exchanges, bum marketing, blogging,
article marketing -- all those are ways to accomplish step
one via organic traffic.

Organic traffic is the LEFT SIDE of the search results. The
non-paid results. The lure of free organic traffic is great.
And the methods that it takes to get it are a lot of work and
never stop!

Here are my guidelines to help you get on a path that actually
works for you and gets you somewhere:

1. Pick one method of getting traffic to your site and develop
expertise at it.

Buy all the reports and ebooks on THAT method, instead of buying
a little about a lot of methods.

If you wanna do article marketing, then FOCUS just on that until
you get great at it.

Ditto for organic seo or affiliate marketing or whatever you choose.

My friend Kirt Christensen is a great example of this. He is an
expert at pay-per-click marketing and puts all his effort into
that.

2. Evaluate the high end product launches in terms of your chosen
model.

So if your method is ppc marketing and the next big product launch
everyone promotes is about article marketing, you might wanna think
twice about dropping your grand on it.

On the other hand, if your chosen method is PPC, I think your
investments in the latest products on that topic that are within
your budget are very wise expenditures.

3. Remember that organic traffic is a fast moving game. If you
play the game, Google keeps changing the rules.

But Google does the same on ppc marketing (pay-per-click). Just not
as quickly.

4. Affiliate marketing is built on relationships, and thus is less
high tech. It's great if you're a networker. Not so good if you have
no people skills or charm.

5. Like it or not, the game is STILL an email game.

Yes, I do know of people who make more money by going for the immediate
sale than the email address. But for the most part, email still rules.

When CanSpam came along, everyone moved to doing Google Adsense. It
seemed less risky. The idea was to monetize clicks and sell them to
Google. Which was OK as long as Google let you build thousands of
crappy pages disguised as content and would spider them.

But Matt Cutts ain't that dumb. Anyone who thinks they're smarter
than Google over the long haul needs a serious dose of brain
enhancing vitamins.

In any event, things have settled now. Adsense still works if you
play the Game at a higher level. And email is still the killer app
-- in spite of the hassles of email deliverability and
such.

I'm shocked to see the move away from ezines. In the old days, there
were tons of them. A lot of them crappy, just like "made for adsense"
web sites. I don't really miss the crappy ezines.

I miss some of the good ones.

It seems to me that the long shadow of CanSpam still scares people
away from email.

What I HATE about Internet marketing is that at the end of the day
it gets boiled down to what the least talented, laziest people in
the entire world wanna do.

So instead of quality ezines, we had people sending out crap.
I mean, brainless articles and tons of ads.

Nothing morally wrong with it. I'm just talking marketing here.
What are the odds that something like that is gonna be evergreen?

OK, so you'll make some coin in 6 months before Google zaps it
again for the umpteenth thousand time. Now where are you?

Now, we have people churning out articles in 20 seconds using
software and flooding article directories with 'em. (Is there
really longevity in that model?)

Where is the art in it? Where is the craftsmanship? Where is
the love for the topic and the customer? Where is the soul?
The passion?

In the viral ebook heydays, we had people writing the worst
possible content in an ebook, giving it away for free then bitching
and moaning on the forums that it didn't go viral.

Your brightest, most talented or hardest working people offered
catchy viral ebooks that contained true value. And oddly enough,
the ebooks did well.

Others tried to remove their brain from the equation, offered pure
junk then were shocked at the lack of results.

There is NO LIMIT to which people won't go to take a great method
and dilute it down to the lowest common denominator then dilute it
even more into pure JUNK.

It's the dumbing down of the Internet.

Thus, big companies try to look for any edge and a way to rise
above the noise.

Which leads me to a discussion of web 2.0.

6. Web 2.0 is about interactive web sites that make it easy
for people to create and upload user generated content.

Web 2.0 is the answer of big business to the dumbing down of the
Internet by people who wanna make the quick buck without regard
the eco-system they're participating in.

Listen -- creating, building and managing interactive web sites is
not a piece of cake. The people who do it effectively have FULL TIME
programmers on staff.

I laugh when I see web 2.0 programs that in the end teach social
bookmarking and putting a forum on your web site. It's a joke.

Make no mistake -- web 2.0 is about BIG companies trying to create
high end interactive solutions that become a "barrier to entry" for
the smaller guy and gal.

Having said that, I'm sure that over the next year or two people
will create software that makes creating interactive web sites
easier.

I think the DREAM of user generated content sites is amazing.
Maybe it'll come into fruition where smaller entrepreneurs can
pull it off.

Still, I believe the stuff that really kills it will involve
custom programming and a team of programmers.

I know from personal experience it's a heck a lot harder to get
people to create and submit user generated content than you'd
think.

And even then, someone has to review the user generated content,
police it, etc. But user generated content is a cool idea.
if the killer app comes along and it helps you build your list,
foster relationships and, in the end, sell stuff, I'm all for
it.

Where does this leave YOU?

1. Don't be part of the dumbing down of the Internet

Yes, you can make money by having articles of no value to
anyone written by someone in a country most people never heard
of for $1.00 each.

The lure of easy money beckons all of us. Even the smartest
and most talented, who coincidentally, are usually the only
ones swift enough to make these strategies pay out.

Are you building something that lasts? Or building on quicksand?
I hope you're going evergreen. Or as I'm fond of saying EverRed.

2. Take pride in your content and craft

If you hire out articles, see if you can get articles created
that actually offer VALUE.

3. THINK about the model you're following.

I say that Internet marketing is STILL about getting traffic,
building your list, and sending out email.

Hopefully, done with more skill than in the past. Hopefully
those emails aren't just pure, unadulterated JUNK purchased
from the lowest cost PLR site a human being can find with
articles written by people in third world countries with
no passion or interest in the topic.

Now, you have the new web 2.0 interactive web sites. Where
it can be argued that people participating in the communities
will take the place of outbound email.

Still, the FIRST thing those communities do is try to GRAB
your entire freaking address book from hotmail, yahoo or gmail
and send out what?

EMAIL trying to suck your buddies into the community.

So tell me that email doesn't still rule.

Oh, and if you think it's gonna be cheap and easy to build a
community people love and participate in without a programmer,
I wonder what you're smoking.

People who think that REALLY and TRULY don't get it.

Web 2.0 is about BIG COMPANIES trying to squeeze out the little
guy by creating complex interactive web sites that are a barrier
to entry for anyone who can't afford pricey programmers.

4. There is STILL one edge. One advantage.

Creativity.

Craft.

Love of people.

Love of work and information.

Meaningful work.

There's no big business that can replace the SOUL of the
Internet with interactive programmers.

That SOUL is people who LOVE a TOPIC. Who LOVE the people
involved.

And who CREATE value that is highly desired by those participating
in that community.

Web 2.0 is about creating a platform for users to generate and
contribute content. Cool stuff. But high end programming. And
the monetization for entreprenuers who aren't "going public" is
up in the air in my mind.

I think the verdict is still out on whether or not small,
undercapitalized entreprenuers can play that game.

In my mind, if you play a Game, you gotta have an ADVANTAGE to
win. Does the smaller guy or gal have an advantage over the big
guns in the web 2.0 world?

I'm not so sure. But I'm NOT against it. If someone comes out
with the killer app that faciliates user generated content --
and if there is a way to MONETIZE that model for a 1 to 10 person
business, then I'll jump on the bandwagon.

To me, web 2.0 is like insurance against the collapse of email.
If stupidity reigns and email dies (highly doubtful) as a medium,
interactive web sites would still provide a PULL to gather an
audience.

Where the mom and pop infopreneur has an advantage is in CREATING
know how that fills the wants and needs of a tightly defined
audience or audience.

And in building a relationship with 'em via email.

Let's talk about relationships.

There, you have an advantage over the big, impersonal company
where employees come and go with rapidity.

You have an edge. An advantage. That's the Red Factor.

Now, to bring this article full circle, how is it you're gonna
turn that coin online so you can make what you wanna make, have
the freedom you want, sock away a little dough for retirement
or pay off those nasty bills?

Step one: Find that market and get those eyeballs to your
web site or blog or interactive community.

Step two: Get their name and email by offering something
enticing.

Step three: Follow up with emails that offer value and
build trust and relationships. Somewhere in there you need
to sell something in the process of that conversation.

When that new email with the new magical product hits your
email box, you can ask where it fits in these 3 steps.

And you can choose one traffic method in step one to start
with and become an expert in. After you master that, you can
layer on another.

Start with one.

OK. For a long email, in the end, it's still simple.
Find that group of people. Find out what they want and desire.
Where they hurt.

Give 'em a reason to get on your email list.

Send 'em emails that create value and sell stuff.

Everybody stands for something.

I stand against:

-- Brain dead junk
-- The dumbing down of the Internet
-- Marketing models that aren't evergreen
-- Taking the easy buck regardless of the eco-impact
-- Methods that spread brainless junk all over the Internet to turn
some coin

I stand for:

-- Soul and spirit in marketing
-- Creating value
-- Building relationships
-- Selling stuff in the context of creating value
-- Simple models you can understand and actually succeed with
-- Email marketing

It's a revolution.

I call it the value revolution.

===========================================
If you benefited from this article and would like to join the
value revolution, visit Marlon's blog at: http://www.marlonsnews.com

You can visit Marlon's Squidoo lens here:
http://www.squidoo.com/salesletter

Feb 19, 2008

Flexibility: The Tale of Two Pizzas

The Zig Ziglar Newsletter carries this article and I just had to publish it here, since it proclaims one universal truth about servicing customers: give them what they want and they will always come back and recommend you! -- Jorge Pinkus

=========================

Flexibility! A key to developing customers who return!

Recently, I had a pair of experiences that are a perfect illustration of this customer service secret.

My family and I were looking for an early dinner before returning to our church for normal Wednesday activities. There is a family owned pizza restaurant near our house in Frisco. We had been there before and really enjoyed their pizza. It was early, so we were just about the only patrons there.

My son happens to be a fan of cheese pizza and does not care for all of the other toppings. My wife and I prefer a good pepperoni pizza. We approached the counter to place our order. The cook took his place just behind the counter and started flipping the dough, trying to convince us of their Italian authenticity. Politely, I told the young lady working the register (I’ll call her Rose), that I wanted one large pizza. I asked if I could have three fourths of the pizza with pepperoni and one fourth with extra cheese. (I also let her know that I was fine paying for an entire one ingredient pizza.)

Rose looked at me and said that they could only split the ingredients on a half pizza. (The cook was listening to the conversation and was anxious to start building our order.) I restated that I really wanted only a couple of the slices to be extra cheese for my son. I asked, “Can’t you just tell the cook (who was listening to the whole conversation), to leave off the pepperoni on a couple of slices?” Her response was: “No. Our system won’t allow us to do that and it will confuse the cook.”

After an additional unpleasant exchange of comments, we cancelled our order and left the restaurant.

I have spoken to several groups since that day and have used this establishment as the negative example of flexibility. Without naming the restaurant, one person in the audience guessed the location! She had experienced the same poor service and also vowed to never return.

Several weeks later, we were in the same position on a Wednesday night and my wife was hungry for a good pizza. She had seen another local pizza restaurant called “Sal’s” in Plano and we decided to give it a try.

We walked in and were greeted by a friendly young man. (Let’s call him Tony.) It was early and we were again the only people in the place. Tony escorted us to our table and gave us the menu. He took our drink order and then the moment of truth happened…

I asked Tony if it would be possible to get a large pizza with three fourths pepperoni and one fourth just extra cheese. (My wife kicked me under the table, not wanting to go through another unpleasant experience.) Tony smiled and said, “Sure, I don’t see why not.” (My wife breathed a sigh of relief and smiled.)

The experience and pizza were both great and we have recommended Sal’s many times. We would choose their pizza whenever we are hungry for that type of food.

What is the difference between these two experiences?

It is their flexibility and willingness to give the customer what they want.

Organizations need standards, policies, and rules to operate efficiently, but it is critical that all employees utilize some basic common sense when dealing with customer requests.

Your goal should be to satisfy 100% of needs for each customer, within reason.

Also, don’t let your computer system (or whatever other system) dictate what you can deliver to your customer. Learn to deal with exceptions!

Here is another example of this point. There is a phrase that appears on the bottom of many menus that drives me crazy! You can probably guess it. “No Substitutions Please.”

When I see that, I read “Mr Customer, we are not interested in truly meeting your need. Please go elsewhere.” (I’m not talking about asking to substitute a skewer of shrimp for my fries, but for only some comparably priced item on the menu.)

Contrast that with another line at the bottom of a menu I saw just this week: “Anything is possible. Please ask.”

This demonstrates a true desire to give a customer what they want and dramatically increases the chance that your customer will return.

This same concept applies to businesses outside of the hospitality industry. Employees should be trained to ask the question: “How can I satisfy this request?” instead of simply answering, “No, we do not do that.”

Many new product and service ideas come from organizations that listen to their customers and make every attempt to tailor their offering to the specific need. Chances are there are other customers who want the same thing, but have been conditioned not to ask.

Flexibility! Giving your customers exactly what they want will eliminate their desire to go to your competitor!

Take a few minutes and review your systems and policies and ask yourself, “How would I or my employees deal with a request that is slightly different than what we are used to hearing?”

Develop a culture of flexibility and your organization will be one step closer to delivering world class customer service.

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Customer Centered Consulting Group works with organizations of all sizes to improve their effectiveness through enhanced customer service, strong leadership, and simplified processes. For more information, visit: www.cccginc.com.

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Your Maximum Success Coach,

Jorge Pinkus
http://www.123-sites.com

P.D. Get your own webdomain registered, annual hosting, unlimited email accounts, 999 autoresponders, 999 maillists, dozens of scripts installables with one click, and much more for only $99/year. Go here: http://www.123-sites.com

Jan 21, 2008

Be a Better Presenter, by Kevin Eikenberry

I'd like to share this article, from Kevin Eikenberry, which I think it's long due... Almost every presentation I've witnessed (as a Coach, as audience member or as a client) it's guilty of at least two of the following errors. Here are eight uncommon approaches (they may be uncommon, but I wholeheartedly recommend them!) to presentations. Read them, and apply all eight of them:

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Rather than sharing the common wisdom with you – which must not be working very well if so many presentations are still so poor – I will share some uncommon advice. Think about it this way – if you try some uncommon advice, you might get uncommon results. Given the overall record of the common presentation, that will likely be very good!

1. More visuals, less words. Your PowerPoint presentation has too many words, on every slide (and there are probably way too many slides too – but that’s another article). Visual aids should be visual. Start replacing the words on your slides with images. And not just pie charts and line graphs, but pictures and images that help tell your story.

2. More emotion, less logic. It takes more than logic to move people. Give your audience the facts they need, but don’t overload them. Make sure you speak to the emotional part of people as well. Talk about why, and not just how.

3. More stories, less “facts”. We read books, watch TV and buy movie tickets because we love stories. When you create stories around your presentation or include relevant and passionate stories as a part of your presentation, you will be more successful.

4. More focus, less scatter. If you can’t put the key concepts and ideas of your talk on the back of an envelope or on one side of a 3x5 card, your message is too scattered. Hone in on your key message; know exactly what it is. If you don’t know it, how can you expect your audience to know (or remember) it?

5. More preparation, less “I’ll wing it”. Giving an effective presentation takes preparation and planning time. Too many people give poor presentations because they simply rely on their slides and muddle through. If you want to be a more powerful presenter, you must be prepared.

6. More belief, less bluster. Let your passion for your topic, your message and your recommendations show! If you believe in your message, let people know that through your words, actions, body language, energy and more.

7. More audience, less you. Hopefully you aren’t giving your presentation for your benefit, but for your audience’s. So, focus more on them. Worry less about how you look or sound and more about helping them understand your message. If your focus is all about you, stop reading – none of these points will help you. A presentation should always be about the audience.

8. More you, less façade. No, this isn’t in conflict with the last point; you will be a more effective presenter when you are real, genuine and sincere. Drop the posturing and be real. Your audience will appreciate it, and they will listen and trust you more.

You’ve just read eight pieces of uncommon advice. But reading them isn’t enough. You need to apply at least one of them to your next presentation. When you do, you will be more confident and will achieve more of the results you desire. You will have an audience that has heard and understood your words and takes action because of the presentation.

Potential Pointer: If we want to better at anything – including presentations – sometimes we need to do things differently than everyone else. Following the crowd will, at the very best, allow you to only be incrementally better. Taking a different approach can lead to breakthrough success.

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About The Kevin Eikenberry Group
They help organizations, teams and individuals reach their potential through a variety of products and services including:
-
Consulting / Coaching
- Speaking
- Training
- Products
to support the development of your potential.

To learn more click on the links above or call 888.LEARNER or 317.387.1424
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Have you already made a plan to apply some or all of the above ideas to your presentations? If you have, then great! If you haven't, stop right now and do it!

Your Maximum Success Coach,

Jorge Pinkus

P.S. Get your own domain name registered for one year, hosting for 12 months, unlimited email accounts, 999 autoresponders, 999 email lists, scripts and lot more for only $99/year. Go here:
http://www.123-sites.com

Jan 15, 2008

A Marketing List of Purposes for the New Year

I read this article at the Marketing Blog of Vertical Response, and considered it worthy of publishing it here for you :-)

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It's that time of year again when we all list our New Years resolutions. Lose 10 lbs, get to work early, call your Mom every week, we know, we all have them. Well we hope this one actually sticks since so many of them don't. It's a list of resolutions all businesses should focus on in the New Year if you're not already ahead of the game. If you are, consider yourself a pro and do everything 20% better!

1. Use a Calendar - iGoogle has a great one where you can use alerts to remind you to write your copy and send your communications. Bonus? You can also share it with others so that they know exactly when you're planning to launch.

2. Publish a Blog - Yes, even if you already have a website you should also host a blog. It's another way the search engines can pick you up, you establish yourself as an expert in your industry, you give a "voice" to your business and you can get your reader's insight into how they feel about you or your company through comments they make. It's not an overnight success, however when it starts to take off it can be incredibly beneficial. Make sure you flag categories on your posts or tag them for the search engines. Make sure you backlink to your own site from your most popular keywords in your posts. Check out TypePad or WordPress, two great blogging platforms that are very cost-effective and easy to set up. 123-Sites.com offers you, as part of their package of hosting your website, WordPress and other programs to publish your blog.

3. Get 5 Testimonials - Get your best customers to give you quotes and use them everywhere you can. Include them on any outbound communications, in your email newsletters, on your site and in your store. Used often, they can be one of the most powerful forms of marketing you have. We have a store near us that prints off huge posters of their customers wearing their clothing and hangs them in the window along with their history of being a customer. Benefit? The customers tell all their friends to go check out their big picture and shop at the store. These people are your influencers, use them wisely.

4. Get People Talking - Have a "wow" factor. Give free samples, throw a free gift into the
customer shipment, call your customers to see how they liked their service, send a birthday greeting. Whatever it is, get your word of mouth campaign going!

• Doctors call the night after a procedure to see how things are going.
• Retailers throw something fun into your online shipment orders or shopping bags.
• Restaurants give a few cookies at the end of the meal.
• Coffee houses announce a free 5 minutes off coffee every day at a different time.
• Consultants give your first 2 hours of time free.
• Offer coffee at your offline location

5. Shake it Up - Pick one customer-facing thing you do and change it drastically. Change your entire look of your website, repaint your store, start a monthly club, change your advertising message, change your uniforms, heck even change your "hold" music. Just do something different in the coming year that you've always wanted to do. 2008 is your year.

6. Host an Event - If you've got a retail location host an after-hours sale or an event to celebrate your best customers, the new year or your anniversary party. Make sure you do enough marketing in store and outside your location to get the number of people you want there.

If you are an expert in your field host a "lunch and learn" or a networking event. Again, make sure you do marketing to your own list as well as potentially renting a list for a postal mailing in the area to get people there. If you're work is online, host a webinar. Note: most of these have a 40-50% attendee rate.

7. Advertise - Make a list of 5 of your competitors OR 5 other businesses in your local area and look at where they advertise. Then finally answer that pesky ad sales person and choose somewhere you've never advertised before. Then roll the dice! Caveat: don't only do it once and make the call that it doesn't work work, if it's in your budget, advertise 4-6 times before you decide to stop it or better yet, continue it.

8. Do a Customer Survey - Send an email and ask 10 questions about your customer's experience with you with a 5 point rating: Excellent, Good, Neutral, Poor, Very Bad. Be ready for the good, bad and the ugly, you'll learn what your customers like and what they don't, then you can make changes. Make sure you send a statistically valid sample and get a good sampling back. You don't want to make changes based on just 1-2 remarks. Make sure you announce your changes to all of your customers in an email campaign. Everyone wins!

9. Collect Email Addresses - Put an opt-in form on every page of your site or blog or link to it on every page with a link "Newsletter Sign Up". Put an exit pop-up window with the opt in form when someone leaves your domain. Put a sign up form on your blog. Ask for your customer's information at your counter, input it daily into a spreadsheet or better yet a contact management system. However you collect email addresses send a welcome email to them with a thank-you offer. Use VerticalResponse to collect email addresses for free!

10. Analyze - Use Google Analytics to track your website visits. Get to know where your traffic is coming from and how good it is. Then make changes to your site, or your marketing materials.

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Hopefully you're doing some of these already. It's tough to run a business and constantly come up with new ideas to market. Hopefully this list sparks some new ideas. Happy and productive 2008!

Jan 11, 2008

Pondering on Web 2.0, Marketing & Communications

I found and watched this video many times and still learning from it…

It describes the future of marketing, communications, relationships... and how that will be.

Or maybe it will just allows you to shape your own future based on some actual trends.

Surely, in 2008 we will see a lot on this topic (”we all are the web”) so it’s good to spend some time and study it: