BEING DIFFERENT- chasing success, not money

You only get one chance to make a first impression.

These ideas are some of those I’ve accumulated over years of experience in building businesses and are offered in a spirit of fellowship in these trying times.

N o-one has a monopoly on ideas and being different is a state of mind affecting everything you do.

 EVERYONE, SOMEWHERE, IS SELLING SOMETHING TO SOMEONE, EVERY SECOND, EVERY DAY.

•  THE PERSON WHO DOES THE MOST TALKING IS THE BUYER.
• TREAT EVERYONE AS YOU WOULD YOUR BROTHER OR SISTER.
• HOW CAN I BE DIFFERENT?

FACE TO FACE

(they see and hear you and vice versa).

·         Don’t ‘glad-hand’ customers. It’s expected and so should be avoided

·         (Wait for them to shake your hand.

Be different.

• Be seen to turn off your phone (‘I want you to have my undivided attention!’ This demonstrates they are important to you)
• Seek a reason to compliment (and mean it!)
• Ask their opinions/advice (you like being asked, don’t you?)

PHONE CALLS

(they hear you in one ear).

·         Speak slowly

MAKING A CALL

• Always ask if it’s convenient for them to talk (they’ll appreciate your courtesy- they may be driving or holding a chip pan in one hand and a baby in the other).
• If the person you want to speak to is unavailable, ensure you get the full name of the message-taker (they are more likely to take responsibility and won’t forget).
• Never answer a phone call during a business conversation (it is bad manners and anyway, your phone should be turned off).
•  Be different. 

RECEIVING A CALL

Introduce yourself with a big smile and enthusiasm (It can be ‘heard’ and it’s catching!)

• Thank them for calling you.
• If you are an employer, train your receptionist to ‘follow’ a call diverted to an extension. Don’t leave the caller in the air if there is no answer - ask to take a message.

• Make sure the person taking calls at your reception desk creates the best first impression of your business
• If you run a large a business, do not install a robot phone system. (People no longer expect to be processed .They expect to be served).
• Be different.
• Always return missed calls.

MAKING A CALL

• If the purpose of the call is simply to make an appointment, don’t get distracted on the phone - explain you’ll answer all their questions when you meet.
• Do not allow yourself to be led into an irrelevant conversation.

• Always smile, no matter how you feel – it shows in your voice on the phone, as well.
• Don’t say ‘Have a nice day!’ (it’s a tired cliché and thus meaningless)
• When finished, let them end the call. (It’s polite).

EMAILS/TEXT MESSAGES

 (they see only words and vice versa).

• Use them sparingly, only to confirm phone calls/conversations (you can't read their body language and written words can be misunderstood).
• Always acknowledge an email (even if no answer is required)
• Never send emails with multiple recipients in the CC bar.

(you are exposing them to potential computer virus problems/ identity thieves/finding themselves on junk mail lists. It’s also impolite).

Use the BCC (Blind Carbon Copy) bar so each recipient does not see the other addresses.

• Also list all recipients in the BCC bar for bulk emails and put your own details in your computer address book with ‘you’ in the display box. This creates a warmer impression to the recipient (see robot phone system above) 

HOTELS/RESTAURANTS

• There’s no such person as a VIP – ANY customer is very important!
• Make time to talk to them so they remember you.
• Turn guests into friends
• Steer the conversation into special occasions (birthdays? Wedding anniversaries? etc and ask them if they’d like you to remember them with special offers on these occasions. Then one week before their special day
• call and invite them to a unique meal/function with a price discount to return with at least double /treble their number in extra guests. 
• Build a database reminder of who to call and when.
• (When you call them, they’ll be amazed you remembered!)
• Tell them how long it will take to prepare their meal.
• Make sure the chef meets the diners.
• When they leave, make sure they have your card and you have their contact details.

 People buy people, not products.

• How can I be different to my competitors?
• Guests love to feel special.
• Good news spreads slowly – bad news spreads like wildfire!
• SMILE–APPRECIATE-COMPLIMENT-ASK THEIR OPINIONS.
• SELLING IS ENTIRELY ABOUT LISTENING.
• SAY WHAT YOU MEAN AND MEAN WHAT YOU SAY
• IT TAKES A LONG TIME TO BUILD A  GOOD REPUTATION
• AND SCONDS TO LOSE IT!

BE DIFFERENT

General tips:

Avoid words like cost/ pay/

Use fee/subscription/subscribe/