Business entrepreneur6
Thursday, 16 September 2010 05:56 | 
Author: amjath | 
Entrepreneurial Business
America…Our Entrepreneurial Spirit
by "Coach Bud"
As a lad of five years, the first life-changing event I faced was December 7, 1941 when President Franklin Delano Roosevelt announced to the Nation on radio (no TV then) that the Japanese Empire had staged an unprovoked air attack on our naval base Pearl Harbor in the Hawaiian Islands. Many American military lives were lost and our entry into WWII was declared. Growing up in wartime, I learned very early in life what the “American Spirit” was all about. At my young age, it was difficult to understand why our young men and women had to die in a distant land. I eventually came to understand that they were sacrificing their lives so that I could grow up safe and secure in a country that values freedom, independence and the opportunity to make choices.
History will record, as it has throughout my life, that as tragic and despicable the events of September 11, 2001 were, the determination, will and resolve of the American people will prevail. We will always remember the heroes who inspired us to move on with a renewed sense of importance in our personal and professional lives. The accounts of unselfish heroism will require a separate book from the collection of history books.
The same characteristics that define our American spirit also define our entrepreneurial spirit.
While the magnitude pales in comparison to terrorism, we entrepreneurs face daily challenges that test our will and resolve; yet, we overcome, learn and grow as we continue our “journey of success.” The entrepreneurial spirit of our country continues to make us the greatest nation on earth and provides us the freedom to pursue our passion for independence and make a difference in the lives of others.
According to Webster’s Dictionary the definition of entrepreneur is [a person who organizes and manages any enterprise, especially a business, usually with considerable initiative and risk.] Christopher Columbus set the foundation for entreprenuerism, at great risk, by pursuing his vision of a different world. Much later, the Pilgrims risked their lives to create a society free to worship and free of oppression.
Often times, we forget the so-called “giants” of industry also began as entrepreneurial ventures fueled by a vision to create a better world. Our history books portray the likes of Thomas Edison, Henry Ford, Andrew Carnegie, the Vanderbilt's, and many others.
With the combination of a cooling economy and the world-changing events of September 11th, this is an important time to pause, reflect and review the current status of your business. Although many uncertainties lie ahead, we must adjust our thinking and plan various scenarios to cope with and survive this new world we now live in.
One attitude adjustment many companies need to make is how they view their customers (internal and external). When you demonstrate to your customers that you value their business in good times, they are more likely to stay with you in bad times. Everyone wins in customer-focused environment.
Depending upon the markets served, some organizations will have to slightly alter the way business is conducted, others may need to make radical changes. Either way, every ounce of creativity and innovative thinking we can muster is required. Huge egos and attitudes of self interest can not continue. Leadership is paramount to success. President George W. Bush and New York Mayor Rudy Giuliani have demonstrated exceptional leadership in their respective positions.
Like many times before, I am uncertain about the immediate future but I have NO doubts that the entrepreneurial spirit that exists in America will prevail. Entrepreneurs have many new challenges to face, yet if we open our heart, eyes, ears, mind; renew our passion and determination that got us here; and make the necessary adjustments to attain the success we strive for…just like America, we will continue to live, work and thrive in “the land of the free and home of the brave.”
"Coach Bud" shares 40+ years experience to help his clients Create, Develop and Grow a Successful Entrepreneurial Business. Please visit www.cogginsmarketing.com.
Articles Customer Service wcCustomer Service Perpetuating World-Class Customer Service In our previous two articles, we have discussed how a company, like yours, can establish a superior customer service culture. This culture begins with a commitment from management that customers truly are the company's most valuable assets. Secondly, a company must realize that its employees are its best customers. The employees must be trained, empowered and rewarded for superior customer service. And finally, consistent service provided by all employees is essential to retaining and obtaining external customers for your company. This article will focus on ten actions that you can take immediately to perpetuate your company's world-class customer service. We often think that business and personal actions that are supposed to yield large or profitable results have to necessarily be complex or expensive. Not true! In customer service, it is the simple and inexpensive actions that yield the most results. So, what do you have to do? 1) Start with a Customer Service Plan! Just like any other aspect of business, success is governed by the quality of your planning. What is your company mission? Does it value the customer as #1? Who are the key players on your customer service team? How will they be trained? What is management's responsibility? Employees? How will you fund it? What are your standards for superior customer service? How will you measure it? How will you promote your successes? As you can see, there are many aspects to a superior customer service action plan; 2) Remember that Your EMPLOYEES Are Your Best Customers. These are the people who are your direct representatives to your external customers. They need to understand management's philosophy of customer service. Employees need to be well trained and have incentives and recognition when they provide the superior service that is required. Remember these are the persons who provide the consistent service that retains and obtains your valuable external customers; 3) Consistently Treat Your Customers as the Most Important Aspect of Your Job! It doesn't matter whether you are management or an employee in any department; the customer is job one! They have to come before the administration, the paperwork, the personal chore, the next phone call - whatever it is that is distracting you from providing that specific customer the service they require. Part of this is obtained through the company culture, but mostly it is taking personal responsibility for taking care of the customer. 4) LISTEN! Listen to your customers and your employees. They will tell you what they need. Don't be so busy trying to steer them or "help" them, that you forget to listen. Listening requires no talking. And always listen to what your customer is "not saying". Listen "between" the lines. That could be more important than what they are saying. Effective listening pays big dividends; 5) Be Timely and Follow Up! When you tell someone you will be there at a certain time, make sure that you are or call in advance. When you promise deadlines, make sure that you deliver on-time or if situations prevent that, let the customer know well in advance of the deadline. Don't wait to the last minute and hope that everything works out! Have you ever had someone from a service firm tell you that they would call you when your purchase or service was ready? How did you feel when they actually did call? Great, I'm sure. Customers are so unaccustomed to good follow through that making it a habit will guarantee you customer service points; 6) Under Promise and Over Deliver! Never promise what you HOPE you can deliver. Promise only that which you are SURE you can deliver. In making a promise, you automatically set the expectation for your customer. And the perceptions created about your customer service are based on these customer expectations. So work diligently toward what you hope. Then if you can deliver early, imagine the delight the customer feels rather than disappointment! 7) Be Option Oriented! Sometimes you can not provide a customer what they want or in the time period they require. Be sure to provide them options. "I can't deliver your order today at noon, but I could have it there at 4pm or first thing in the morning. Will that be okay?" Having options softens the customers' disappointment. However, be sure not to offer too many options. That often confuses or overwhelms the customer. Keep your options down to one or two. 8) Mind Your Body Language & Tone of Voice! We will either meet a customer in person or talk to them over the phone. Either way, our body and voice make a difference in how that customer perceives us. Smiling in person or on the phone ensures that your customers will get a positive image. Hint: look into a small mirror just as you begin your conversation. This is an area where training will help you hone your telephone and interpersonal skills. Plan to take some training! It really helps and builds confidence- not to mention customers! 9) Be Empathetic - Not Sympathetic! No matter how good you become at customer service, there will always be one difficult customer that is not pleased with your performance. At times like this, your best strategy is to listen and be empathetic. Empathy means understanding your customer's point of view, regardless of whether or not you agree. Being sympathetic requires you to first agree with them and often comes across as being condescending. Be sure to employ phrases like, " I understand how you can feel that way." "I see your point of view." "I hear what you are saying." 10) Measure Constantly to Maintain Consistency! Just as we started these suggestions with good business practice, we will end with the same. No program of customer service will be consistent without an occasional adjustment. The correct adjustment in strategy or practice can only be determined from measuring the effectiveness of your standards. You can measure as management, and you can let the customer have input to the process. The important thing to remember - measurement ensures continued quality of service and after all, isn't that our goal? Consider and implement these simple and inexpensive actions and your company's customer service will be the envy of your competition and the pride of your customers. Be sure to send us examples of companies that you think provide superior customer service! "Coach Bud" shares 40+ years experience to help his clients Create, Develop and Grow a Successful Entrepreneurial Business. Please visit www.cogginsmarketing.com. Customer Service Sales Business seminars workshopsWorkshops/Seminars "Creating, Developing and Growing "Coach Bud" shares 40+ years experience in marketing, sales and entrepreneurial businesses to help you achieve the two goals of marketing: Retain and Obtain Customers. He provides proven strategies, innovative ideas, tips and resources to enhance your success. The Four (4) Characteristics of a successful entrepreneur The Twelve (12) Traits of a successful entrepreneurial business How to define and create your "purpose" statement Developing your "Game Plan" A proven sales process for the non-salesperson Building effective alliances The power of effective communication Skills you must posses, acquire or hire The essential support group Low cost, no-cost marketing activities The 10 fundamental questions every successful business must answer This workshop can be presented in a keynote speech or a one, two or three hour format. For one-on-one and group interaction, the 3-hour format is recommended. NOTE: If you are involved in a group or organization comprised of entrepreneurs, you can earn a 15% referral fee by "paving the way" to a booking of this workshop. Contact Coach Bud at 1-800-394-9299 begin_of_the_skype_highlighting 1-800-394-9299 end_of_the_skype_highlighting for details. ATTENTION MEETING PLANNERS! If your meeting attendees are business owners, this workshop will help make your meeting successful. To hear about an innovative, value-added approach, listen to an audio message from "Coach Bud" that outlines benefits for your organization. Click Here Selling is all About… A sales development program will NOT work as a one-time event. To develop an effective, productive sales team, a program MUST include much more than a half or full-day seminar. Coach Bud utilizes his 40+ years experience in sales to "customize" a program that provides all the tools to insure your sales team's success. The essence of this program is a combination of sharing 40+ years of successful selling experience; timeless fundamental principles of selling; innovative strategies; and a research-based, proven selling process…adapted to your specific needs. "Selling is all About…" is effective for: One-on-one coaching Call Coach Bud at 1-800-394-9299 begin_of_the_skype_highlighting 1-800-394-9299 end_of_the_skype_highlighting TODAY to find out how "Selling is all About…" will work for you. Successful Selling for the Entrepreneur Do any, or all, of these FACTS apply to you? Call Coach Bud at 1-800-394-9299 begin_of_the_skype_highlighting 1-800-394-9299 end_of_the_skype_highlighting TODAY to find out how "Successful Selling for the Entrepreneur" will work for you. NOTE: Revenue Opportunity for You! (I thought that would get your attention). Ask Coach Bud how you can benefit from our "Using my contacts, I will organize and coordinate a "Successful Selling for the Entrepreneur" program in my area and make money doing it" plan. |
Business marketing2Marketing The 4 P's of Successful Showcasing The January 2002 Where Eagles Flock column titled "Fill The Pipeline…24/7" focused on how essential it is to keep your "pipeline" filled with qualified prospects. One extremely efficient and effective way to solidify your relationship with current clients (retain), and build new relationships with prospective clients (obtain), is trade show and showcase exhibitions. Whereas, a trade show is usually industry specific and most exhibitors are competitors; a showcase is an event that hosts cross-industry participants. Within certain industries, substantial transactions occur during a trade show. Yet, a showcase, as its name implies, is designed to provide exhibitors an opportunity to showcase their products, services and personnel in a positive light…and make four to five personal contacts per hour (according to national statistics). A good example of a showcase is the annual Business Expo presented by The Greater Raleigh Chamber of Commerce. (Business Expo 2002 is planned for April 11th at the Raleigh Convention and Conference Center from 9:30am - 5pm.) Each year, this event attracts about 5,000 attendees and over 320 different exhibitors. Decision makers come to look and learn about the latest products and services. They don't usually come with pockets full of money or plastic to make purchases on the spot. Rather, they roam from booth to booth talking with exhibitors to assess whether certain products or services can help them be more efficient, effective and profitable. The purpose, as an exhibitor, is to: create a positive identity; meet face-to-face with current customers/qualified prospects; gather information to add to your database; and listen…not sell. 1. Plan The first priority of the planning stage is to consider whether a particular showcase is the right match for your business. What is the expected attendance? What market is the show producer targeting? Does this profile match your target prospect? What is the scope of necessary resources (time, money and people)? Make it a point to know all of these answers prior to making a commitment Business Expo 2002 is a business-to-business showcase. Thus, if your clients and target prospects are looking for business products, services and possible new suppliers, this is probably a good match. By exhibiting, you not only "fill your pipeline" with qualified prospects, you can enhance your credibility and create a greater awareness of your company, its products and services. 2. Pre-Show Okay, you've done your homework on the showcase and decided it is the right match. Now what? It's time to create a checklist, with a specific timeline, of the activities you will need conduct in the pre-show phase to ensure you fully leverage your involvement. Statistics indicate that show success will be 50% greater when you conduct pre-show promotion. Here are two key actions to consider: - Invite your current customers and prospects to attend the show and stop by your booth for a visit. (The Business Expo provides tickets for exhibitors to distribute to clients and prospects.) 3. Presentation On show day, be at your booth at least one-half hour before show opens. The personnel staffing the booth must be thoroughly knowledgeable about the company and its products/services. Booth visitors need to observe that your people are highly competent, reliable, responsive, and empathic to their needs. There is a window of 3-5 seconds to capture the attention of the attendee as they pass by your booth. The more compelling and inviting your booth is, the better chance of attracting visitors. With a long day on a hard floor, you will want to work in two-to-three hour shifts, two representatives at a time. Keeping a positive attitude is paramount to success. Conducting a prize(s) drawing at your booth is always good way to collect contact information to add to your database. Invite visitors to drop their business card in your receptacle for a chance to win. This is also a good way to "break the ice" and engage the visitor in conversation. Caution! A big mistake people make is judging too quickly that the visitor is not a qualified prospect. They may not be a prospect, but you don't know who they know that might be. Be sure your prize has value and appropriately represents your business. 4. Post-Show Follow-up, Follow-up, Follow-up (get it?) is essential to your success. Send out a hand addressed "thank you for visiting our booth" letter immediately. Include the name(s) of prize winner(s). This enhances credibility. You may want to include a brochure. Review all of the contacts you personally made and decide the appropriate follow-up (i.e. phone call for appointment, regular mailings, etc..,). Have a meeting with all personnel who worked the booth as soon as possible to evaluate your results. Track the business ultimately obtained from contacts made at the show. Be careful in making a snap judgment. Allow 30 days to pass. Attendees who weren't ready for your product or service immediately may contact you later. In summary, if you follow the 4 P's and maintain a positive attitude you will probably realize the best return on any investment made this year. "Coach Bud" shares 40+ years experience to help his clients Create, Develop and Grow a Successful Entrepreneurial Business. Please visit www.cogginsmarketing.com.
Business communication3e3m Thursday, 16 September 2010 06:13 | Author: amjath |
Communication 3C's + 3M's = Effective Communication When we pause and reflect on the significance of communication, we realize that effective communication impacts our business and personal success more than any other factor. Communication, in one form or another, permeates all that we do. Whether it's internal to employees or external to customers/prospects, our ability to communicate effectively determines the results. Words, actions and body language have a powerful impact, good or bad, on those with whom we communicate. If we look back in history and examine the characteristics of great world leaders, we find one common trait among all…effective communicators. You may not want to be among the world's great leaders but you can greatly enhance your success by becoming an effective communicator. All it takes is a focus on honing your communication skills. With the right mindset you can acquire the skills by a commitment to working on developing the necessary skills. As a beginning, let's explore the foundational elements that will have an immediate impact on your success. The 3C's of Effective Communication Clear - Insure that what you are saying or writing is clear to the intended listener/reader by thinking through the message and the response you expect to evoke. Clarity is essential to effective communication, especially in your written communication. The reader will not have the option to question your meaning or ask for clarity. If your message is unclear it leaves the interpretation solely in their mind which may not be the message you intended to communicate. Are we clear on this? Concise - In this fast-paced world we live in today, brevity is cherished. Quality time is a scarce commodity. Think about what you are saying or writing in the context of fewer words while retaining clarity of message. Email has opened up a whole new world of communication. It is the extreme example of being concise. I'm sure English teachers are going ballistic over the sentence structure (or lack thereof) in most email messages. The balance for effective communication lies somewhere between voluminous, unnecessary words and the choppy words and incomplete sentences of the email world. Consistent - Once you have developed a clear and concise message that you are satisfied conveys the reasons people will want to do business with you and your company, consistency is essential. We are constantly bombarded with a deluge of information. It takes time for any message to get through. When you have lived with your message day in and day out and are tiring of it your target listeners are probably beginning to "get it". The 3M's of Effective Communication Message - Using the 3C's above, carefully craft your message incorporating the reasons why a customer or prospect should consider, from their perspective, doing business with you and your company. Develop an honest and credible message that may, depending on your type of product or service, involve features, general benefits, company principles and values, innovative ideas, user testimonials or other factors pertinent to your product or service. The challenge is to make your message inspiring or motivational enough to evoke a response without exaggerated and unbelievable claims. Be sure you communicate the true differentiation between what you are offering and the offers of your competitors. Remember most purchasers see your product or service as a commodity. In other words, from their perspective, they can get the same product or service from your competitors for less money. For most of us offering the lowest price is not going to create a successful business. It is essential to your success that you clearly differentiate your offering from the field of price cutters. You can't win that battle. Messagee - I know. This is not in the dictionary and it drives spell check crazy. However, it aptly describes the person to whom you are targeting your message. You must first know who the decision-maker is for your specific product or service. Next, you decide what response you want to evoke. Are you looking for an immediate purchase? Are you seeking an in-person appointment to determine their needs and explore ways you may be able to meet their needs? Then, knowing their responsibilities within their company, you must determine what message is going to motivate them to respond favorably to your request. Example, if the Chief Financial Officer is the decision maker for your product or service, your offering better save or make their company money. Messenger - The messenger is the medium you select to deliver your carefully crafted message to the appropriate messengee. When you have a clear profile of your best customer/prospect, selection of the targeted medium is much easier. Each media has its targeted reader, listener, viewer, etc. Independent research data is available that will help you match your customer's profile to that specific medium's targeted profile. Over my forty years in media advertising and consulting I have seen many misdirected dollars wasted on ineffective advertising. Your precious resources of time and money need to be targeted, focused, efficient and effective Be sure you incorporate the 3C's and 3M's into your communication. We would be committing a felonious crime, punishable by hanging, if we failed to mention one of the most significant elements of effective communication…effective listening. We all could fill the remaining pages of this publication with examples of horror stories created by others and us when they or we fail to listen carefully to the other person. Our tendency is to jump in, make snap judgment, provide solutions, make incorrect assumptions and fast forward the other's story without focusing on what they are saying and then responding appropriately. Silence can be golden. I hope this article has been clear, concise and consistent enough to inspire you to work on your communication skills. There are many resources of books, tapes and seminars available to help you become an effective communicator. Just do it. May you attain the success you earn. "Coach Bud" shares 40+ years experience to help his clients Create, Develop and Grow a Successful Entrepreneurial Business. Please visit www.cogginsmarketing.com.
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