The "MOT" you MUST pass!

How good is your company when it comes down to passing your MOT tests?  

 

MOT? Moment...Of...Truth.

 

Those occasions when you come into direct contact with your customers and potential customers. Those moments which, ultimately, determine what your customers think of you.

It might be an incoming phone call. It might be a chat on an exhibition stand. It might be at the very point you deliver your product. It could be when your products are returned to you, deemed unsuitable by your customer. 

These are the key moments when your customer or potential customer decides...are you any good at what you do?

You’ll know your MOT’s – and you’ll know that you should be wowing the customer at each and every MOT.

 

The ultimate MOT

 

And then there’s that ultimate Moment Of Truth for the customer...when they complain to you. Your company’s future could depend on how well you deal with those complaints. And with the onset of social media, whether you work for a multi-national brand or own the local cafe, if you don’t handle customer complaints and comments in the right way, you could be in trouble.
 

My thoughts about turning complaints into opportunities are not new, you’ll see them in many ‘how to’ guides. But, as we head towards the busiest time of the year for many companies, we’re heading for the busiest time of the year for complaints too.
 

So it's worth checking in...how good are you at dealing with complaints? Here are my thoughts... 

• Welcome complaints. What fantastic feedback they are. If something’s not right, surely you want to know about it? When you get a complaint it's not time to hide - it's time to spring into action! Treat it as valuable feedback on your product or service. Receiving complaints in the short run might save your company in the long run. It’s those that don’t complain and quietly ditch you that are the concern!  So...when clients complain, it’s not a nuisance; it’s an opportunity.

• Make it quick and easy to complain. Make sure that if ever your customers have need to complain – that they are QUICKLY able to speak to the correct person to complain to.  There’s nothing worse than being passed around the houses before getting through to the right person.

• Recognise a complaint when it arrives. A complaint can be subtle - they may tell you very calmly, rather than shown in anger, but they are giving you an important message all the same. They may not tell you anything at all - but their actions make it clear something’s not right. Better to find out there and then.

• Empathise. Think about the complaint from the customer's point of view - we've all complained at some point, or should have!

• Treat it as an opportunity. Individual complaints give you the chance to demonstrate your value the customer. See complaints as your chance to shine. Respond proactively and these customers will become your biggest fans. Make sure you get on the case quickly – and turn the whole thing around in a way that befits the image you want to create.

• Spot the trends. A complaint may well be a one-off. Maybe not! Record all of your incoming complaints even if seems like a one-off, you never know, a trend might be emerging which you’ll want to nip in the bud. 

And of course make sure you’ve developed a mindset which embraces complaints - you might have the best sales operations in the world, but much of that can be in vain if you don’t handle complaints properly.

It’s all about sales psychology.

 

Until next time  

Leigh

 

 Sales Mistakes you MUST avoid!

 

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results@sales-consultancy.com

020 7903 5426

www.sales-consultancy.com  

Forprevious 'Tricks of the Trade' go here

If you don't know where you're going, how will you know when you've got there?‏

When you arrived at your workplace this morning, did you know exactly what you wanted to achieve today?

Did you know what key outcomes you needed to accomplish before leaving this evening in order for you to congratulate yourself and say “that was a great day”?

Go on...be honest
At my trainings, when I ask the question “when you arrive at work each morning what are your objectives for the day ahead, some people immediately say things like “to sell 10 xxx’s”, or quote other specific firm objectives.

Yet, as often, I hear things like “just to get through the day really”. Honest - but not ever so helpful!

Who do you think has the more productive day? Who gets more done? And who goes home knowing exactly what they’ve achieved – and feeling better for it? Of course, the ones who've thought through their outcomes for the day beforehand.

 

And it’s not even close...

...there’s always quite a gap between those who set up their outcomes for the day...and those that just drift into each day.

So I urge you, to take a few moments, every day when you start work, to think about your outcomes for that day. Focus on what you want to achieve by the end of the day - and be specific. How many calls do you plan to make? How many meetings to you plan to book? How many sales do you plan to close? Whatever they are for you personally, do what you need to do.

 

The Psychology?
The psychology of doing this on a daily basis is that it sends a definitive intention to the brain, which then unconsciously helps to make these things happen. You’re more likely to take those actions that build the momentum to bring your specified actions to fruition.

 

Better still; work out your daily outcomes the night before just as you leave work – this will send an early instruction to your unconscious mind so it can be working on them overnight. All you have to do then is bring your outcomes back into focus as you start work – and hit the ground running. 

 

Avoid days where you have no goals

If you haven't thought about targets beforehand, how can they happen? As they say - "if you don't know where you're going, how will you know when you've got there?" Without an end goal you'll drift. Control the day, don’t let it control you. You need to know what the ultimate aim is, otherwise how will you know if you've succeeded?

If your glass is half full...
If you tend to be a positive, ‘towards’ person in the work environment, check in with the bigger strategic goals you have (you do have those don’t you?) – and home in on what you need to do today to move you towards those long term goals. Clarify the big stuff you need to do – and the smaller but necessary stuff too.

 

If your glass is half empty...
If at work you tend to be more ‘away from’ in your outlook, a good way of setting your goals is to quickly imagine it’s already the end of the day – and home in on how frustrated, disappointed and stressed you are that you didn’t complete projects xxx and tasks yyy. Really home in on your pain. Whichever unfinished projects and tasks give you the most frustration, they are the ones you need to work on that day - to prevent those feelings from coming to pass.

Sometimes some of the most powerful results generators are the most simplest – so never underestimate the power of setting yourself some daily outcomes.

Know exactly what your outcomes are for the day, before the day starts. It’s all about sales psychology.

Until next time.

 

Leigh

 results@sales-consultancy.com

020 7903 5426  

www.sales-consultancy.com

For previous 'Tricks of the Trade' go here

Y + M = Success‏

I've just got back from meeting with my business mentor - and just had to share my enthusiasm for the brilliant support a fabulous mentor can provide!

 

I'm fully confident that, through my mentor, I’m getting the advice, insight and unbiased support I need to realise the business goals we've set.

 

How much help do you get in your business?

We all need help now and again. Those who say they don't need it probably need it the most!!

Who have you got to bounce ideas off that doesn't bring their own baggage into the equation? And do you seriously believe that someone, somewhere hasn't had the same challenges you're experiencing right now? 

 

If you listed your top three current challenges, I would bet that these are issues that most business owners, business leaders, sales professionals have experienced in the past. Whether you're running a small business, managing within a larger organisation or intending to do any of these in the future, seriously consider getting yourself a mentor. It could mean the result of reaching another level of your sales success. 

What's a Mentor?

• Someone who you feel can help you in your pursuit of your career objectives, whatever they are more sales, a promotion, improved leadership skills, more self control, better networking techniques etc.

• Someone who can give you a neutral take on your latest challenges - they should have no axe to grind.

• Someone with a vast bank of knowledge that you can tap into - who's been there, done that...and collected a few T shirts along the way.

• Someone you check in with now and again to bounce your latest ideas.

• Someone you trust to challenge you, to prod you, to ask you searching questions.

 

A good mentor...

...will use a variety of different approaches and move seamlessly between them - coaching, counselling, mentoring, advising, training, guiding, whatever you need. Critically, you can learn from their mistakes! Get to know the pitfalls and how to avoid them. Getting yourself a mentor isn't a sign of weakness. On the contrary it's a sign of strength, a sign that you are willing to garner all the resources you can in your pursuit of your goals. It's not about copying them, it's about using their experience and advice and adopting it in a way that works for you.  

How does mentoring work?

Any way you want it to! You can go the formal route - regular scheduled sessions with a paid professional coach or mentor who can offer you the level and breadth of experience you need to tap into. More informally you might find someone in your organisation that can help (bear in mind it can't be someone you report to). Ask them if they would be available as a mentor and offer to take them for lunch now and again in return for picking their brains. 

You'd be surprised...

...how experienced achievers like to be asked about how they have achieved success - they will be impressed by your drive and initiative! You and your mentor need to get on well. Choose someone you have good rapport with. Get away from your normal place of work. No phones, no interruptions, it all helps. Look upon it as an investment of time and money in YOU.  

 

How long should you and your mentor spend together?

Anything from an hour a month upwards. You may need more time at first then top up mentoring sessions further down the line.  

So - don't plough that lone furrow. And let me know how you get on. 

Until next time.

 

Leigh   

 PS: Your Sales Accelerator Programme - details here

“I have learnt far more in these three sessions than any other training course I’ve been on (and I’ve been on many!)

Leanne Regan, Holiday Extras

   

results@sales-consultancy.com

020 7903 5426  

www.sales-consultancy.com   

For previous 'Tricks of the Trade' go here

Visualisation, Premiership footballers...and your team‏

I don’t normally watch ‘Match of the Day’ on TV but it was on over the weekend and I overheard a premiership football player talk glowingly about his “visualisation coach” (he’d just scored the winning goal!) and how they work together as part of his match preparation.

Back in the studio, ex players from a previous era were quite quick to ridicule the concept...”we didn’t need those in my day” etc etc.

Yet visualisation as a tool for improving performance is growing fast. Sports stars have used visualisation techniques for years. One rowing gold medallist I spoke to confirmed that, having won a silver medal at one Olympic Games, they reduced their physical training and upped their psychological training - and won the gold medal four years later.

Not just sport. Visualisation is used more and more in business. It's a great tool for helping your sales people increase their sales success.

What should I visualise?
You can use visualisation techniques for anything from an upcoming chat with the boss though to next year’s sales strategy. From 1-2-1’s, customer pitches and presentations, upcoming internal presentations – and importantly you can also visualise that winning feeling, ie how you feel AFTER you’ve achieved your goals.

For example Nick Faldo speaks of how he visualised himself coming down to breakfast the day after winning golf’s major tournaments, rather than visualising the winning of the championship the day before. What would work for you? 

When?
The best times to visualise are immediately on waking and just before you go to sleep. Tonight - what fabulous goal can you visualise?

Am I watching my movie or in it?
Either, try both. You can be ‘associated’, which means you’re watching through your own eyes, a full-on mental rehearsal of what you’ve chosen to visualise. In football terms you’re on the pitch, looking at the action through your eyes.

Or you can be ‘dissociated’ – meaning you’re watching yourself, perhaps on a massive movie screen, achieving your success. Personally I believe it’s more powerful to be associated, to be in there watching the action through my own eyes.

Preparation
Make sure you’re relaxed first. Go somewhere quiet and get into a physically comfortable chair or couch. Generate three to five deep breaths to release as much tension as you can. The more time you can spend on this the better but if you need to act quickly just stop for a few seconds, breathe and start the visualising – it’s better than doing nothing to prepare.

Run the movie
Once you’re relaxed, close your eyes and use your imagination to run a mental movie of yourself being brilliant at whatever it is you want to achieve. Turn up the colour, the sounds, the happiness levels, the feelings, the tastes, everything. Really live that moment in all its glory. Get your juices flowing!

What’s the logic?
Why does such a simple tip work? Because planting these positive images in your subconscious will switch your brain into the mode whereby it will automatically generate the endorphins that will give you the natural ‘high’ you need to succeed.

If you mentally rehearse those key moments, when those situations come around for real, you’ve already been there, practiced them, succeeded. Your brain’s already done it.

When the sporting heroes do those brilliant moves to win trophies, they do those moves naturally because, as well as the physical practice, they’ve done those same moves thousands of times in their mind beforehand.

It won’t happen by itself
It doesn’t matter how much you want something or how much you visualise a successful outcome...if you don't take any action it won't happen. So make sure you’ve got a plan of action to bring some further momentum towards achieving your goals.

Visualisation – another reason to embrace The Psychology of Selling.

I’d love to hear your thoughts.

Until next time.

 

Leigh

results@sales-consultancy.com

020 7903 5426  

www.sales-consultancy.com

For previous 'Tricks of the Trade' go here