Archive for the 'Uncategorized' Category
“I’ve heard the “Ace is the Place…” jingle so many times that when I spotted the Ace Hardware Store while driving to Home Depot today it ran through my mind, and I decided to give them a shot.
I was greeted immediately. Not wanting to “hunt” through the store I asked her where the two things I needed are located. She smiled and said that they are both on aisle 14. I went to that aisle and began my hunt. In less than an minute a man walked up and asked me what I was looking for. He walked me right to both items, which I had already walked past. I thanked him, picked them up and headed to the register.
There was one woman being processed there, so I stood behind her. In no more than a few seconds, another “salesperson” appeared, opened the other register and rang me up.
I was in and out of the store in less than 10 minutes. Walking to my car I thought, “I guess I won’t be back to Home Depot.” This is how you win return business.
Little common mistakes people make when writing become a part of their image.
For more help on looking smart when sending e-mails, CLICK HERE:
|anecdote||A quick story of something that happened, often used as an illustration of a point.|
|antidote||A drug that counteracts a poison.|
|“He told an anecdote about how they discovered which antidote the patient needed.”|
|complimentary||Free; or saying nice things.|
|complementary||Related to going well with something else.|
|“She was very complimentary about the main course and the complementary side dishes.”|
|everyday||Commonplace, not remarkable.|
|every day||Two words meaning… well… every 24-hour period.|
|“I call it my everyday china, but I eat out so much I don’t use it every day.”|
|farther||Describes physical distance.|
|further||Anything other than physical distance.|
|“The farther I traveled from home, the further I came to understand how others live.”|
|home in||To get closer and closer to a target, as in radar.|
|hone||To polish or perfect.|
|“I’m honing my skills at homing in on a niche market.”|
|i.e.,||That is… in other words… what I really mean is…|
|X and I||Use “I” when you’re performing an action.|
|X and me||Use “me” when you’re the object of the action.|
|X and myself||Wrong in all circumstances.|
|Simple rule: if you eliminated the “X and” part of the sentence; which word would you use?“The tickets were given to [Jarrod and] me, but [Lisa and] I went to the show.”|
|its||Belonging to it. Possessive, but there’s no apostrophe.|
|it’s||It is. This a contraction, so the apostrophe takes the place of the missing letters and sticks the two words together.|
|“It’s rumored that the company will lay off half its workforce.”|
|lay, laying, laid||You lay something down, you were laying something down, you did or have laid something down.|
|lie, lying, lay, lain||You lie down, you were lying down, you lay down in the past, you have lain down.|
|“I always have to lie down after I lay tile.”
“He was just lying around when he was supposed to be laying down the rhythm tracks.”
“After the paramedics laid him on the stretcher, he lay there, terrified.”
|peak||The highest point, the ultimate.|
|peek||A quick look at something. (So you want to invite people to take a sneak peek, not a sneak peak.)|
|pique||Annoyance (noun); to provoke, invite, or arouse (verb)|
|“She took the tram to the peak of the mountain, but due to her fear of heights, was afraid to even peek.”|
|their||Belonging to them.|
|there||Over there, there is.|
|“There’s a spot over there where they keep their tools.”|
|whose||Who owns it.|
|who’s||Who is. That contraction thing again.|
|Abbott and Costello are the act whose classic bit was “Who’s on First.”|
|your||Belonging to you. But almost universally misused in Internet communications to mean…|
|you’re||You are. Again, it’s a contraction so it gets an apostrophe.|
|“You’re about to get a big credibility boost to your site if you fix this one mistake.”|
One of the most important things salespeople must do is overcome their fear of rejection. Nobody likes to be rejected and the surest way to avoid it is doing nothing. When you hear “No” think of it as, “No not yet,” back off and stay in the game.
Selling is a lot like slow dancing with a stranger. One of the two people might like the relationship to go farther than the other.
You discover how close you can get by observing and respecting the subtle body language of the other person.
It’s much easier to sell what the customer wants to buy than what you want to sell.
Sympathy, Empathy and Compassion are three words which are often misunderstood or misinterpreted.
There’s a time and place when each of them is appropriate.
You should have sympathy for a person (or animal) that is in a painful condition through no fault of his or her own, and not in a position to alleviate the pain without help.
Sympathy is a feeling of care and concern for someone, often someone close, accompanied by a wish to see him better off or happier. It is not the same as pity.
Empathy is often confused with pity, sympathy, and compassion, which are each reactions to the plight of others.
Empathy is knowing that some momentary pain will result in a long time benefit. Doctors for example, must have empathy, not sympathy for their patients.
Compassion is like empathy on steroids. Compassion is putting yourself into the shoes of an innocent person that is suffering from an inescapable situation that nobody can do anything about at the moment, such as a child living in a war zone.
When you exude the appropriate feelings for others, you help them even when you can’t directly. I once heard my good friend Wally (famous) Amos describe his feelings when a loud siren in Waikiki interrupts the solitude he is enjoying. He say’s to himself, “Somebody is in distress and help is on the way.” That has stuck with me for many years.
The first step to becoming more successful is imagining yourself already there. Get a picture in your mind’s eye of the person you wish to be, and then hold on to that image.
Discovering success is like opening a safe. Once you know the combination it’s easy, without it frustrating.
Everyone can have success. Success is more than money. Success is happiness, satisfaction, health AND wealth. Success is getting what you want out of life no mater what that is.
Think and Grow Rich author Napoleon Hill said, “Whatever the mind can conceive and believe, it can achieve.”
W. Clement Stone was a successful businessman, philanthropist and author. He said that human beings have a brain and nervous system unequaled by any computer. This is where are all human beings are equal. They all have a brain and nervous system that allows them to think, plan and feel their way to success. The other “equality” is 24 hours every day to pursue their ambitions. To some success may be sleeping on the beach, to others its climbing high up on the corporate ladder. Both are successful if they reach that goal.
“There’s nothing capricious in nature, and the implanting of a desire indicates that its gratification is within the constitution of the creature that feels it.”
-Ralph Waldo Emerson
Simply stated, you wouldn’t want it if you were incapable of having it.
BEWARE - TIAD
There are many reasons that more people going into business fail than succeed. At the top of the list is a disease I affectionately call “TIAD” which stands for “Thumbs In Armpit Disease.” People become vulnerable to this disease when they are successful. There’s a temptation to let up right after making a big sale, or having a great month. The vast majority of people need a “Boss” to succeed, and when becoming their own boss, become that boss they wish they had when they were on somebody’s payroll. Managing oneself is a real challenge, yet crucial to the success of the business.
It’s the Law!
People have the right to get paid for what they do. Minimum wage laws in most states say that anyone working for a company must be paid. The exception to that rule is the owner. Owners have the opportunity to “work for free” and in some cases even pay for that privilege. People go into business to make a profit and when expenses outweigh income, failure looms. The best thing that “paid employees” can do to enhance their opportunities is to make the business successful.
When a customer meets a salesperson who is excited about his or her product, it communicates trust. Most customers do not walk into the store pre-sold on the merchandise and they do not have an inherent trust of salespeople. This means that you are starting off with your foot in a bucket; you need to establish trust in yourself. Salespeople know more about what they sell than their customers do. If you knew for a fact that your product is over-priced or made poorly you wouldn’t be naturally excited about it. When you are genuinely excited, you communicate that you believe in your product, thus trust is established. I like the term, “Bridled Enthusiasm” where you are so excited that you must hold yourself back.
Once there’s some trust established on a personal level, the product selling can begin. In Retail Selling Made Easy ”selling” is defined as, “Giving the customer sufficient information to make an intelligent buying decision.” Factual information given enthusiastically sells more than prices and sales. Salespeople who attempt to sell prices and personal claims of quality will hear, “I need to think about it” and “I’ll be back” more than thing from their customers.
So Much to Do
Some people have so many things to do that they don’t do any of them. Of all the excuses I hear when asking, “Why didn’t you do this? is, “I was busy.” The hair goes up on the back of my neck when I hear that. Everyone is busy, and the people that get the most done are the ones with the most to do. Retail salespeople are asked to do many things other than sell, but all of those things are done to make selling easier and more successful.
You dust the floors and clean the windows in order to make a good first impression when the customer looks or walks into the store. Customers see more than you might think they do. They notice accumulated dust on the floors and showcases. They see fingerprints and smudges on glass counter tops. These and many other “little things” like doing inventory, straightening up merchandise, putting out new merchandise and tagging merchandise can easily pile up if not done on a consistent basis. Salespeople are expected to do these things as well as greet customers, give information, overcome obstacles, process sales orders and send “Thank You” notes.
As important as all of these little things are, none of them is more important than the customer in the store, and the best way to attract more customers is to be too busy to talk to them, but do anyway. It’s that time between customers that’s lost if not disciplined. Little moments add up to wasted hours if not taken advantage of.
“To Get Busy; Get Busy!”
RETAIL SELLING MADE EASY
“The Whole Wide World”
The words to this gospel tune were first published in 1927. Thanks to e-mail they were never more true than they are today.
Businesses have the opportunity to remain in constant contact with their customers to drive more business. It’s been estimated that there are about 2.5 billion email users worldwide.
10 short years ago when I would ask for a show of hands as to who uses e-mail, it was less than 25% of my audience. The same question asked today yields closer to 100%. I would imagine that the same is true with your customer base. E-mail has evolved into formal business communication, yet as with anything else some people are using it more effectively than others.
In Your Store
Salespeople would like to know how to spot the good customers. The answer is EASY; the best customers are the ones that walk into your store. Properly treated you can move them from “Customers for now” into “Customers for life.” It starts in the store. Ideal customer service there is your first step. People do not go into stores to “just look” at things they have no need or interest in. The mere fact that the customer is in your store is reason enough to provide the best possible treatment. Doing so sets you up for the next step in creating a new “Customer for life.”
Be sure that you gather every customer’s email address, not only those who make a purchase. There are numerous ways to do this. One is simply asking for it. When doing so you must give your customers a reason to give it to you, and that reason must be something beneficial to them. People process any and all requests through WIIFM, That’s “What’s In It For Me? Some effective ways of e-mail address gathering include receiving notification of any new product or special promotion. Another great way is to provide a drawing of some sort with the names limited to those with e-mail addresses on file. People like to win, and they don’t mind the “chance factor” if it’s free to enter.
When creating the entry form, remember the KISS formula; “Keep it Simple ……” Don’t ask for a lot of information. Name and e-mail address are all you need to move on to the next step.
Less is More
As soon as possible send a simple “Thank You” to this customer. Avoid the temptation to sell at this point. You will have ample opportunities to do that in the future. Your first three or five e-mails should be informational about something of possible interest to the customer; not about you. Your time will come.