Ins!ghts

The difference between a great team and an ordinary team is the EAGERNESS to help and support each other.

What is the difference between willing and eager? Willing is when you asked your son (take for example) to clean up the room or else no dinner. He will be willing to do the task because he wanted to eat. Of course there will be no eagerness there. Eagerness is the passion, the energy, the enthusiastic and the persistence to carry out the task.

The role of a coach, manager or leader is to get all team members to move from the average willing to the champion eager on the eager meter. The moment you hit the champion eager, you will see your team in PASSION, PERSISTENCE & PERFORMANCE.

We all deal with whiners and complainers, they seem to be everywhere these days.  What do we do with them and how do we prevent them from sucking out energy and killing our business?  In every situation we can choose what Marsha Petrie Sue calls T.L.C .in her “Choices TLC” video.  This stands for Take it, Leave it, Change it.  Every situation seems to include people that will whine moan and complain about it, and yet there are others who simply get out there and DO IT!  This business is built by people who choose T.L.C.  When asked, what do I do to build my business?  The answer is emphatically, GO BUILD!

Today’s insight is coming form Tony Alexandra. A customer service expert.

According to Tony, there is a stair we need to climb in order to achieve customer loyalty. The first step is PROSPECT. Prospects are our potential customers who we are trying to convert to become customers. At this stage, a thorough needs analysis need to be executed with the prospect in order to find out the actual need before proposing the right solution.

The next step is SALE. This is the stage where the prospect is willing to take your proposal for good and it involves the selling process. It usually start with a sales pitch and end with a closing call. Today, the sales pitch has changed from hard sell to a more subtle question asking style in order to get the customer to see the need themselves.

Once a sale is done, the next step is REPEAT CUSTOMER. This is the stage where you need to get the customer to purchase again, of course, after they have used your solution happily. This is more relax process where not much selling is required but rather more on relationship building, taking feedback and possibly come up with excellent offer for customer to buy in bulks

Last stage is the most dfificult to achieve and it’s call APOSTLE or raving fans. The customers will go around shouting your brand and recommend it to other prospects. The best way to gauge the level of willingness your customer is willing to play apostle is to ask them this question, “In the scale of ten, one being the lowest, ten being the highest, what level would recommend our product or services to others.”