During our order I desired one of two choices: fish or steak. Naturally I asked Oscar which he believed best. His glib reply, “Well this is a steakhouse”. My friend and I were aghast but continued our meal.

No one needs to be treated disrespectfully whether eating a meal or simply sitting in the waiting room of a physician’s office. The fact is that customer service is a vital aspect for each business; product or service.

Here are some thoughts for sales professionals, managers, and business owners.

1.    Smile – The first thing consumers see when they are getting serviced. Ensure there is a smile on every agents face. When was the last purchase you made from David the Depressed?
2.    Enthusiasm – Smart people like, smart-ass people can live without. If your people do not like what they do, ask them to leave.
3.    Engaging – Service does not have to look similar to Thanksgiving Dinner with the family but it does require being genuinely interested in others. Ensure conversations occur.
4.    People Make a Difference – Hire the right people for the right job. Clearly Oscar had no business waiting tables on a busy Saturday evening.
5.    Check your Baggage – Like you there are good days and bad days, everyone has them, however consumers do not care. Leave the misery and angst at the door; service everyone equally and respectfully.

2009. Drew Stevens PhD. All rights reserved.

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(St. Louis, MO)  Business expert, Dr. Drew Stevens provides cures for new chiropractors just starting a new practice. One of the most important concepts for entrepreneur business survival is having an articulate strategy that provides the vision and mission for organizational success.  Tuesday June 23^rd, Dr. Stevens will be visiting Logan College to give a seminar to upcoming chiropractors to present them with successful practice management strategies.

Dr. Drew will be speaking about the three strategic pillars for any successful chiropractor.  According to Dr. Stevens, the most important of these pillars is customer service, because in an age when competitive differentiation is required; customer service is vital to organizational success.

“I am honored to be asked by Logan College to come and speak to their future generation.  A point of expression is that chiropractors, like many other business owners need to be marketers.”  Dr. Drew states, “My emphasis will be on the three pillars of success; sales, marketing and customer service.”

Stevens Consulting Group is an international consulting organization specializing in business growth.  Dr. Stevens is a business growth and selling specialist having served over 60,000 professionals around the globe.

For more information on Stevens Consulting Group, visit www.stevensconsutinggroup.com or call Saisha Judd at 281-546-5094/877-391-6821.

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I work with numerous non-profits and entrepreneurs that desire more recognition for their business. When I ask to see their collateral materials or for that matter any marketing materials I notice several fascinating issues. According to the American Marketing Association, marketing is the organizational function and set of processes for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders. However, my observation is that many fail to illustrate value, engage in a meaningful customer relationship and illustrate benefit to the stakeholder.

Here are several issues that require immediate attention for client acquisition:

1.    No value, no client. It is imperative that all collateral materials and messages illustrate client value. Materials must have meaningful benefits the client receives.
2.    Ignore the competition. When your marketing speaks about competitive services and issues, you demerit your firm. Focus on the highlights and the value, stop keeping up with the Jones’.
3.    Poor copy. Nothing is worse then placing an advertisement with poor spelling and grammar. Use a grammarian and editor to professional check and repair issues. Illustrate your best!
4.    Lengthy copy. We live in a world that desires to tell, tell, tell. Emotion is what moves consumer’s not lengthy diatribe. Follow the KISS method.
5.    Incomprehensible messages. Refrain from schmaltzy messages that you enjoy and understand. The question is does the client? Ensure your copy and illustrations are understood.
6.    Lack of action. With over 8000 messages per day, it is vital for clients to notice your message. Ensure success with an action step for example, call now, register etc.
7.    Lack of brand. If brand is what you desire then ensure it is seen. Enlarge logos or other illustrations that depict and help to establish your brand.

Copyright 2009. Drew Stevens PhD. All rights reserved.

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Here are some suggestions to aid your woes:

1.    My former track coach used to ask me “Are you sitting on your past”? Both entrepreneurs and selling professionals appear bewildered by the recession. Some are so stumped they are unclear how to develop and acquire business. Simple…sell. Nothing happens without making a sale. With that in mind, we are beginning to come out of this economic panacea but if you are hungry then go seek your prey.
2.    Selling is a critical factor for any business but so is marketing. It is imperative that selling professionals and entrepreneurs market daily. The avatars are networking, conducting seminars, meeting with clients, anything to build recognition.
3.    Seek out referrals; they are simply the best tool for business development. Referrals assist brand and they are much better than making 50 cold calls. When you need a repairman or physician do you look in the white pages?
4.    Stop feature selling. Engage in terrific dialogue that produces value for the client. The client is concerned with, “How will it assist me” not the color blue.
5.    Stop speaking and start listening! Two ears one mouth. You discover more when you ask questions and listen for information.
6.    My mentor states “seek success not perfection”. Not every conversation will result in a sale, win some lose some, however learn from it. Edison failed 1000 before he invented the lightbulb.
7.    If you have extra time seek out development. Selling is a profession and I tire of those that do not engage in professional development. If you had a issue with a debilitating ailment for example diabetes or heart, would you seek the professional that is constantly learning or the physician that graduated 22 years prior and never went back to school?
Copyright 2009. Drew Stevens PhD. All rights reserved.

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A crisp new dress shirt is not going to make you stand out on a busy intersection in Manhattan — you’re just another face in the crowd. The same can be said for a growing business as competition stiffens and consumers’ belts tighten in these turbulent economic times. An image enhancement alone won’t make an impact; you need to truly engage people in a meaningful way. Here are some tips for building brand equity with customers and prospects:  

Read More:  http://tiny.cc/YJiiD 

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By Drew Stevens PhD

Whether you own a business or simply sell for a living, it is imperative to be known. Name recognition is the method in which brands are built. The notion of brand building begins with the knowledge that everything in business starts and stops with selling. Selling is the backbone of every organization- profit and non-profit. All focus and energy must be granted to this vital organizational function.

The largest issue today is being heard above the din. Competition and clutter have obscured messages to the client. There are more than 8000 marketing messages per day, in excess of 250 million websites, 100 million blogs. Getting customers to hear you is more difficult then ever. You need to create a gravitational pull to you so that you spend less time calling and handing out brochures. You need to invent magnetism so that clients gravitate to you. My program “Split Second Marketing™ Building a Message that Clients Hear” contains over 25 different marketing attraction techniques.

However there are certain things one can do to amplify your brand and be heard.

Recession Roundabout – The current recession is expected to end in the third quarter of 2009, yet many organizations continue to decrease marketing and sales spending to save money. Recessions are times to spend money. When the competition decides to decrease expenses is the precise time to overtake them. Spend now to build brand and surpass the competition.

Blogs – Professional blogs are a tremendous method to help build brand. Client case studies and analysis can be immediately posted. Prospective clients admire winning solutions for existing customers.

Website - No one in business today functions without a website. The sheer presence alone provides credibility and attention.

Email – Stop using ridiculous emoticons, quotes and jokes in your signature. Provide a framework of your professionalism and contact information so that others can reach you.

Speaking. One of the best methods to introduce your expertise is to tell others about what you do. Rotary’s, Kiwanis, Chambers of Commerce are constantly in need of experts. Contact these organizations or others to discuss content to enlighten their members. Participants are attracted by new and interesting content.

Writing Articles. There are more newspapers in circulation today then ever before. There are  a multitude of newsletters, web sites, regional business magazines, and local newspapers starving for decent material. Articles need not be more than 500 to 1000 words. With good content and a solid byline your message can be in the hands of hundreds or thousands.

Lunch and Learns. These concise information sessions last no longer than 30 minutes during a corporate luncheon and feature your content. Benefits are a live audience, interested attendees and low cost of acquisition.

Products. When clients become enamored with your content your style and most importantly your results, they want you!!! Products such as CD’s, DVD’s, books, booklets, hooded sweatshirts, etc. make great passive income.

Copyright 2009. Drew Stevens PhD. All rights reserved.

How can you increase your earnings with less labor? You can discover the Secrets of the Pro’s when you subscribe to international sales expert Drew Stevens’ “Fast Track Selling Toolkit”. Visit http://www.drewstevensconsulting.com/freestuff and get hundreds of dollars in FREE selling tips. This information is guaranteed to provide you with the new sales and higher commissions! 

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Drew Stevens PhD

My wife and I have been fortunate to purchase three new homes in our lives. With each experience we bought larger and more lavishly and have learned from each experience.

Our purchases enabled us to meet and speak with many interesting people as well as those who should be forgotten. Those unremembered include the useless real estate agents on both ends of the transaction. During the boom era of the 1980’s and 1990’s those involved in real estate enjoyed very nice commissions. However these professionals were merely order takers and not selling professionals. Good times disavow the need to follow selling methods. In many cases some agents were simply picking up the telephone and writing contracts.

In my transactions, all three of my representatives never followed up post transaction and coincidentally never rang to seek referrals. I guess the pipeline was full with other anticipatory prospects.

However, the profession of selling requires a different skill set, one based on both value and relationship. People buy from those they trust and those they respect. Selling is not about order taking it is about building a relationship.

Selling requires proactively covering all bases. Some of the requirements include:

·      Be punctual. No client should ever wait for a sales professional. Leave earlier and arrive before the appointment not just prior.

·      Return all calls in a timely manner. I have a rule where all calls are returned in 90 minutes.

·      Be gracious. Use please and thank you. Commissions are gleaned from value provided they are not a right of the profession.

·      Remain with the client before, during and after the sale. Even a physician follows up with his patients post surgery.

·      Conduct a 30, 60 and 90 day follow up to determine any dissonance.

·      Remain in contact with the client. Constant contact might help with future referrals.

Refrain from becoming an order taker and be proud of the profession you are involved with. Remember that nothing, and I mean nothing happens unless something is sold. No company functions without a sale. Do not demean your craft and yourself with ludicrous principles shared by lackadaisical individuals.

Copyright 2009. Drew Stevens PhD. All rights reserved.

How can you increase your earnings with less labor? You can discover the Secrets of the Pro’s when you subscribe to international sales expert Drew Stevens’ “Fast Track Selling Toolkit”. Visit http://www.drewstevensconsulting.com/freestuff and get hundreds of dollars in FREE selling tips. This information is guaranteed to provide you with the new sales and higher commissions!

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Sales Managers have a myriad of issues to deal with. From generational issues to increased pressure to generate revenue, sales leaders feel constantly under attack. Sales leaders need to produce more than ever, while increasing margins. In addition, the current economic issues challenge leaders with cost containment, talent retention and profitability gains.

Today’s leaders are feeling the pressure. Following are the top 10 things to consider to simplify the leadership role. 
1. Leaders must be examples. Leaders need to act in harmony with employees and ensure equal treatment of all.  
Employees and managers need to operate simultaneously without lines of bureaucracy. Culture within the   
organization must ensure equality of all and consistent focus on the customer.

2. Bureaucracy. Sales leaders are best served by eliminating unneeded bureaucracy. Unnecessary policies, processes and procedures frustrate staff, create delays and forces companies to lose focus on customer needs.

3. Too many silos. Companies are in business for one reason  -  to create clients. End the infighting and focus on the most vital asset! When the fighting ends (and everybody understands their reason for being employed) the business can become profitable.

4. Lack of cooperation with marketing.  Sales and marketing often exist in silos and in many instances operate as separate organizations. Selling professionals believe marketing develops pretty brochures and marketing alternatively believes sales people simply make too much money. When these organizations operate synergistically to assist the customer everyone wins.

5. Accountability. It takes time and effort, but it is absolutely vital to the success of the sales organization. Sales professionals must adapt and become productive or face termination. Nothing happens without a sale and everyone needs to operate at maximum efficiency.

6. Talent retention strategies. On boarding requires a coordinated organizational effort to guide and mentor new and existing employees to huge gains in productivity. Research illustrates that 69% of organizations with a structured program have a higher success factor of maintaining employees beyond three years.

7. Lack of cooperation with Customer Service. Similar to working with the Marketing Department, sales leaders must also understand customer issues and customer value. The information gained from shopping the business helps to be tuned in to customer issues and their quick resolution.

8. Human Capital Development. Of the 120 billion dollars per year invested in human capital development only a small percentage focuses on sales training. There are three prevalent issues:

 1) Sales Managers typically state a lack of time for training. Nothing is more imperative than an investment in your human capital.

2) Sales Managers typically hold short-term event-based training. Development is a process not an event! Beliefs, habits and values will not alter in a seven-hour program.

3) No accountability. A travesty of development is the lack of accountability following a development program.

9. Selling Methodology. A report from CSO Insights suggests that over 90% of most selling professionals and their organizations lack a selling methodology. It is imperative for a leader to institute an organizational methodology that establishes client value, creates interest and closes sales.

10. Business Analysis. The best sales leaders take the time to shop the business, the competition and the customers. Acknowledging and leveraging the best industry and competitive practices provides foundations for future success.

Copywrite 2009. Drew J. Stevens Ph.D. All Rights Reserved.

How can you increase your earnings with less labor? You can discover the Secrets of the Pro’s when you subscribe to international sales expert Drew Stevens’ “Fast Track Selling Toolkit”. Visit http://www.drewstevensconsulting.com/freestuff and get hundreds of dollars in FREE selling tips. This information is guaranteed to provide you with the new sales and higher commissions!

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One of the most important concepts for entrepreneur business survival is having an articulate strategy that provides the vision and mission for organizational success. For many firms, strategy fails in implementation because it 1) reaches too far into the future or 2) is not understood by management and staff and 3) lacks accountability. Organizations will fail in the latter two areas when there is little incentive for following procedures and processes. 

The core tactics directly support the major pillars of professional success for any and every organization including chiropractics. In fact, many chiropractic firms are lacking in two areas or more. The turbulent economy requires new methods of reaching patients and retaining those that sit on the fence. Chiropractic like any successful business requires the 3 Strategic Pillars: Sales, Marketing and Customer Service.

1.     Customer Service.  Peter Drucker once stated that every organization exists for one reason- the customer. Yet survey research proves that asking chiropractors why they are in business, over 87% state the reason as money. Untrue. This is absolutely the wrong way to think about a business. The business of chiropractics requires an inexplicable amount of foot-traffic dependent demographics and location. In an age when competitive differentiation is required; customer service is vital to organizational success.

Customer Service is not simply a notion or experiment; it must be the organizational culture. This begins with the front desk and the manner in which each patient is greeted. It extends to the treatment room and how Physician Assistants and other staff engage and interact with patients and finally it is the mannerism of the doctor. There is an ever present need to provide an experience that keeps patients returning and creates a buzz for the firm.

2.     Marketing. Chiropractors are not in the back treatment business, they are in the marketing business. According to the American Marketing Association, marketing is the organizational function and set of processes for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders. This denotes that chiropractors must conduct business activities that provide value, increase buzz, and engage prospective patients while finally converting them into frequent clients.

Recent research illustrates an interesting perspective; chiropractors not working the business. Ironically nothing happens without a client. However, rather than use integrated marketing concepts, doctors hang shingles, place ads and build buildings without return on investments. Today, patients are receiving more than 8000 marketing messages per day. This equates to a myriad of messages from competitors and non-holistic advocates that deter messages from your organization. To be successful, a business must create a series of integrated messages that produce brand appeal and client allure. Nameplates on buildings do not equate to client value. 

3.     Sales. Without something being sold nothing happens. If one wants business they must seek it. The practice of chiropractic requires a doctor and all the staff to be ready to make a sale. Simply put this requires a cultural mindset. Selling is simply moving the patient relationship forward so that there is trust and value. Patients conduct business with whom they know and trust. This is a competitive differentiator. All staff needs to engage patients and create trusting and rewarding relationships.

Chiropractors must be very active and educated entrepreneurs. The business requires strategies and techniques that move patients from the stands into the field of play.  It is not about treating body issues and ailments but how effective the physician and staff is at getting out the message, creating a buzz and increasing foot traffic in the waiting room.

Copywrite 2009. Drew J. Stevens Ph.D. All Rights Reserved.

Patient Room Empty?  Seeing better methods to expand business with less labor?  You must gain free sales and marketing strategies from Dr. Drew.  Visit http://DrewStevensConsulting.com/freestuff 

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I recently became involved with several ventures that have allowed for business expansion and revenue gain. Through each of these ventures I have become involved with a myriad of selling professionals and their attributes  - or perhaps lack thereof.

I recently returned the call of a selling professional who had called me. Not only did he not recall my name, but left his cell phone as his call back number and he answered on speakerphone. What if I were a client? How unprofessional!

I am continually surprised by the lack of discipline and professionalism in the profession of selling. My recent observations illustrate an increased degradation in the spirit, behavior, ethics and actions of many so called professionals. There are times I think I am in the real time version of Boiler Room!

Items that require immediate change:

1.     Dress the part. I tire of the bromide of business casual. If you want to be in business you need to look the part. Stop dressing like you are working on an automobile, dress better than your clients.

2.     Answering Calls. As I mentioned above, I recently returned a sales call to the number given- their cell phone! Worse yet they answered with the speakerphone! Ghastly. This is a distinction certain to cancel many contracts. Calls must be returned to hard line phones and with the headset. The example implies “I am too busy for any more sales revenue”.

3.     Voice Mail. Simply leave a name, number and best time to reach you. Why deliver a Shakespearean monologue, no one has the time to listen.

4.     Voice Mail Part Deux. Leave a professional voice mail. Be professional, not casual.

5.     Voice Mail Three. Provide accurate data as to your availability.

6.     Customer Service. According to Challey Research 40% of client interaction involves customer service. All calls, and I do mean all calls, require a reply during the business day. Stop procrastinating.

7.     Customer Service Part Deux. The proliferation of caller ID has enabled many professionals to avoid calls they would rather not take. Selling is a profession not an entitlement, every call from a client is an opportunity to provide value and obtain revenue. With increasing competition, clients can quickly become antagonists. Caller ID works both ways.

8.     Email Apathy. Many representatives use email because it is easy. Selling is a relationship business and requires client interaction. Email is vexatious and illustrates your apathy. If you want to engage, pick up the telephone or visit. Why do exactly as your competitor?

9.     Email Part Deux. Read your email prior to sending. Do not send what you did not mean.

10. Language. Increase your vocabulary and literary skills. There has been a degradation of language in both secondary schools and university. Proper language engages clients and instills confidence.

Ó2009. Drew J. Stevens Ph.D. All Rights Reserved.

How can you increase your earnings with less labor? You can discover the Secrets of the Pro’s when you subscribe to international sales expert Drew Stevens’ “Fast Track Selling Toolkit”. Visit http://www.drewstevensconsulting.com/freestuff and get hundreds of dollars in FREE selling tips. This information is guaranteed to provide you with the new sales and higher commissions!

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However, of the 100 students receiving awards, more than 70 percent gained accolades for perfect attendance. I was baffled. Since when do we award children or anyone for simply gaining an education? Aren’t they supposed to be present? My mentor and a fantastic educator Alan Weiss often states, “…there is a Dumbing Down” in education. I concur. While perfect attendance is admirable, what standards are we illustrating to children? In addition, what standards do we set for future business leaders?

Organizations today act in a similar manner. Individuals are paid exceedingly hefty salaries to “show up”. There is little accountability or a sustainable push to get individuals to perform. Individuals simply show up!

Peter Drucker said “The purpose of a business is to create a customer.” How can a  business create clients if employees simply show up? The world of selling requires interaction with others, engagement with the client and accountability in the territory. Selling professionals simply cannot show up, they must do.

Sales professionals - to avoid complacency you must:
1.    Prepare for every client call with proper research and understanding of client issues.
2.    Conduct market research to comprehend industry, competitive and client trends.
3.    Produce provocative questions that engage the client, and help you understand need.
4.    Engage in education. Attorneys, physicians, athletes and consultants attend self-improvement seminars.
5.    Read voraciously. The more worldly you become, the better the conversations with clients and the more differentiation you provide.
6.    When bored, re-engage clients. Database management systems are available for your use. No selling professional should say they have too much or too little time to speak with a client  - that is your priority!
7.    Stop the excuses. It is easy to blame the organization, the management, the environment, the economy, but at the end of the day, the face you see staring at you in the mirror is who makes you accountable.

So the question is: Are you like the middle school students seeking accolades for showing up? Are you sitting on your past? Or are you actively in the field of play?

©2009. Drew J. Stevens Ph.D. All rights reserved.

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Media is bombarding us with stories of economic doom and gloom, but everywhere you look there is proof that people are spending money! From restaurants to ball games, food and clothing is continually purchased. So what then is the issue? The issue is simply a fear of the unknown. Epitomizing the most famous quote on fear President Franklin Delano Roosevelt stated, “The only thing we have to fear is fear it’self - nameless, unreasoning, unjustified, terror which paralyzes needed efforts to convert retreat into advance.” Americans are paralyzed over the uncertainty, unknown and unfamiliarity.

Here are facts that can dispel the uncertainty:

1.    The current unemployment rate is 8.5 percent. Flipping the figure this denotes that over 92 percent of Americans in the United States work. Not taking into consideration passion for their jobs and other financial reasons, the majority of this country is employable.
2.    The insidious banking system even with the financial issues still extends credit to many Americans. Each day new cards and accounts are opening and borrowing is still possible.
3.    Individuals and families are still spending money. The current Elton John and Billy Joel tour is sold out. Baseball stadiums are doing considerably well and the movie industry continues to set records at the box office and have a banner year for attendance.
4.    People are more prudent with their finances but they are spending.
5.    There is less time waiting in line. There is a sheer pleasure in not having to wait in long lines at my favorite restaurants and shopping centers. Employees are generally nicer and customer service improves.
6.    Recent purchases for concerts, the symphony and other family outings have allowed for better seating and availability. A recent attendance at a play enabled me to sit front row, center!
7.    Time with family is more prevalent. Nothing is better than renting a movie or cooking a nice meal for all family members without a desire to go out. With my fiscal responsibility, more time with family is available.
8.    Relationships. With more time and a bit less stress people are more willing to stay and chat. The subtle return to conversation and socialization is a blessing.
9.    Customer needs do not disappear during a recession. Recessions provide the opportunity to strengthen relationships with clients. Now is the time to get closer to clients. As others compress, now is the time for expansion.
10.    The best times for innovation are during the worst economic times. Uncertainty creates fear and panic. While competition becomes worrisome now is the time to overtake them. The best of times come when others believe it is the worst.

©2009. Drew J. Stevens Ph.D. All rights reserved.

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The driving force behind the show is international speaker and radio host Dr. Drew Stevens. Drew is an accomplished international speaker and radio host and brings 20 years of experience to Sales Gravy.
Dr. Drew Stevens, said, “I am honored to be a part of the Sales Gravy team. Simply put Sales Gravy enables great content, on a great engine to a very passionate and desirous community.”

The show launches in May 2009.

About Sales Gravy
SalesGravy.com is the most visited Sales Content website in the world (verified by Quantcast). Often called the “Facebook of the sales profession” SalesGravy.com offers Sales Professionals thousands of articles, blogs, videos, audio programs, and sales training materials.. For more information, visit Sales Gravy.

About Stevens Consulting Group
Drew Stevens PhD, President of Stevens Consulting Group and renowned author, consultant and sales expert literally wrote the book on improving sales skills. Dr. Drew is the author of the best seller Split Second Selling and Ultimate Business Bible that have helped thousands of frustrated sales managers, selling professionals and entrepreneurs improve their skills and gain dramatic results. For more information visit Drew Stevens Website http:www.stevensconsultinggroup.com
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The best level of avoidance begins with your job, your product and the interaction between you and your manager. We all have one life and it is not a lengthy one. We must make our time on earth abundant. This begins with passion. It is imperative that you love what you do and the individuals and customers you service. If boredom, apathy and negativity exist, then switch. There is no reason awake every morning to work you hate.

You must sell yourself on the product or service. Your work centers around providing solutions to client needs. If you are not convinced of the benefits how might your customers? Selling begins with you, after all your clients do not invest in products and services but rather a future relationship with you.

As recent as 2006 the Gallup Organization estimated there were 32 million actively disengaged employees costing the American economy up to $350 billion per year in lost productivity. Such loss includes absenteeism, tardiness, and poor work. Research supports that productivity stems from the interaction between manager and employee.  In fact, 70% of productivity is based on the interactive relationships of client and manager. If your manager and you cannot reach consensus, if goals and circumstances too demanding then it is time to leave. Work relationships emulate family relations; dysfunctional families separate or divorce. Similar is offered with work relations. If your manager and you are not on the same page and if values differ then it is time for departure.

Selling requires positive energy and focus. Pollyanna is never possible however life is too short to worry about trivialities. Life is too short to live with negativity. Moreover, selling cycles and relationships are too important to work in disgust.

© 2009. Drew J. Stevens Ph.D. All rights reserved.

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Since the days when Dale Carnegie and Zig Ziglar revolutionized the sales industry both articulated the need to remain in constant client communication. As Peter Drucker stated the importance of any business is the client. Yet, with the proliferation of online access, many selling professionals have lessened time with clients.

To exemplify, an associate recently requested I participate in a myriad of groups for an online service. The notion was for me to share my selling advice and perhaps gain future client opportunities. I gracefully accepted and within moments my inbox was ablaze with numerous emails informing me of updates to these groups. After several moments of review I was aghast at some of the messages. Most notable were two things; 1) numerous individuals bantering about personal bias and 2) the labels that many obtained due to their plethora of connections. To my chagrin these individuals were involved online to promote their egos not services. Such wasted time is garnish on a food plate; it serves no purpose.

The current recession is a time to build business. Any time is a good time to develop, acquire and retain client relationships. With a myriad of competitors and even more methodologies to communicate to individuals, there is a growing need to differentiate from competitive threats. Community must be built by doing things competitors are not doing. Engage present and potential clients by meeting directly with them. Examples include client luncheons, lunch and learns or athletic events. In addition, when meetings are not possible, hand write a thank you card, or send them a birthday or anniversary card for some special event. I also read the news for information about clients and I send a handwritten note to offer kudos for special events.

The Lone Ranger is an oftentimes forgotten hero known for his “silver bullet” to abet crime. The silver bullet has thus become legend to save those from pitfalls. In business today, the metaphor encompasses tricks for success. There are no tricks in business. Selling requires commitment, passion and droves of energy. More importantly selling requires focus. Maintain your focus on the field of play not with spectators. Selling is a contact sport and requires interaction and constant customer contact.

© 2009. Drew J. Stevens Ph.D. All rights reserved.

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There is a viral video on You Tube featuring a woman that desires to be a professional singer. Susan Boyles is a plain woman with simple features, not your true professional bar lounge stereotype. Recently she decided to audition for the British version of American Idol. From the moment she walked onstage, both the audience and the judges surmised Susan was not a winner nor singer. However, after just a few seconds on stage, the world recognized that God’s gift to Susan was internal beauty- the voice of an Angel.

Think of those that you have condemned and criticized based on prejudging. Realize beauty comes from within, from the heart and soul created by the Lord who has cast us in his image. Beauty is about what we don’t get to immediately see.

Susan Boyles on British Television

2009. All rights Reserved. Drew Stevens.

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While a conundrum of evidence exists for selling, a multitude of customers, suppliers and vendors agree that myths abound. Such thought stems from years of speculation, others tribulation. Examples include the notion that selling is professional manipulation. Worse yet, there is research to suspect that many believe selling is only concerned with closing sales. With over 27 years in the field of selling, Stevens Consulting Group has encountered numerous selling myths. Ironically while many are discussed, there is little written research. Training is suspended during economic strife increasing poor execution. Selling effectiveness rises as doltishness decreases. Avoid the ludicrous to reach the sublime.

1.    Price
The oldest profession is selling. Out ancestors began the process in biblical times to assist in gaining access to unavailable products such as spices and herbs. As trade became formal, the idea of negotiating prices became common. However, during our reach into the Millennium, advantages to selling decrease as consumers use the Internet to gain accessibility to competitors, inventory and other vital tools. The information endows the client to strengthen their negotiable position. Price negotiation now succumbs to value.

Customers today desire value. Value is the benefit the client receives from a selling professionals business. Value is a competitive differentiator as clients discern the answer to the vital question, “What’s in it for me?” Clients only do business with those they trust. Forget the price equation and only sell on value.

2.    Anyone can do it
Sales professionals are much like a general on the battlefield, an athletic coach at a game, or a chess player at a tournament: they are always thinking ahead, strategizing to determine their next move. Selling requires a desire to create relationships and a willingness to absorb useful research and articulate the results to a client. Not many have the patience and persistence that selling requires. The skills needed for selling (especially technical sales) are not found in many. Talent is innate and cannot be taught.

3.    Sales people make good managers
There is a ridiculous notion that since selling professionals manage territories and relationships the transfer of skills rationalizes promotion to staff. Not true. Research illustrates that selling professionals desire individual achievement. They enjoy the entrepreneurial ability to call upon clients, meander in their territory and create their own luck. Managing staff requires oversight, reports, and motivation and oftentimes reprimands, shunning results. Simply put, the best selling professionals desire independence.

4.    High Motivation is Required
Many aspects of selling require technical conversations. Engineering sales professionals require a pragmatic approach meshed with analytical presentations. Every organization from non-profit to government requires selling to offset expenses. Each firm maintains a variety of cultural standards, some aggressive and loud while others peaceful and cautious. The talent of the professional emulates the organizational culture. High motivation is applicable dependent on the organization.

5.    CRM Rules
Technology for technology sake is ridiculous. Numerous software and Internet applications assist speed and workplace efficiency. However, many individuals tend to use technology to augment human interaction. Relationships control selling situations. CRM or Customer Relationship Management assists documentation. Sellers control relationships with dialogue, language, and discussion not electronic software. Applications must be used to help the relationship not substitute.

6.    Internet increases selling effectiveness
The most important part of any business owner is to prepare for each and appointment. The successful professional will always know the client or even the prospect. The Internet is most accessible and enables spontaneous information. Selling professionals might discover useful competitive and industry information that aids the client. However the Internet, like CRM, is not meant to augment the business relationship. According to ComScore Media Metrix figures for February 2008 there are approximately 270 million email users. Moreover, with the proliferation of electronic mail, more selling professionals are using this medium to remain in customer contact. My mentor Alan Weiss states, “Language controls discussion, discussion controls the relationship and relationship controls the business”. Electronic mail and the Internet will aid immediacy of required customer content but it will never substitute for positive relationship building.

In addition, there are many selling professionals today using a myriad of social media to aid in new sales. Prospective clients desire to conduct business with those they know and trust. Social media can never and will never provide the level of intimacy required for a professional and sustainable relationship. Introductions are fine but avoid the drawbacks of social media.

7.    One must always be closing
Building business is about relationships. The discussion with prospects should always be about value, not about fees, or prescriptive programs. If the discussion is not about value, then you or your people have surrendered control of the discussion, and the result will never be on the terms you would prefer. When the discussion is on value and the prospect is convinced of the wisdom of a relationship with you, fees are academic. Refrain from closing each time you are with a client, rather focus on bringing the relationship closer in order to sustain competitive pressures, provide differentiation and focus on result for the client.

2009. All Rights Reserved. Drew J. Stevens Ph.D.

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People continue to request where my success stems. It is simple, focus. My business strategy is simple; I exist for the customer. Although many disagree and believe selling to be a game of numbers and statistics, nothing is further from the truth. Selling is simply about client acquisition and maintenance. Selling requires relationships, so perish your thoughts of closing, appointments and body language. These are nonfunctional tools. Exemplars include Dale Carnegie and Willie Loman amongst many others. Today’s selling professional (while having a cadre) of electronic resources still requires similar foundational elements of our forefathers. The end game is contingent on the number of relationships built and move with you. If you do not obtain referrals then no relationships exist.

Coincidentally, selling unlike many other professions enables an exceedingly low barrier of entry. Selling requires little experience, minor education and is thankfully void of foppish certification. There is good and bad in this. I do not shun opportunity, however, I disdain the insincere and lethargic. Some entrants crave the notion of instant success and focus solely on income. Not surprising the notion stems from the ludicrous television advertisements announcing instant income. More importantly many forget two things, 1) clients desire value and 2) they have more information at their disposal, some know more than you!

Selling requires skill, patience and an indispensable degree of research. Successful selling professionals create dialogue with content; they understand that information is king. Yet, many current selling professionals believe success is based on numbers or luck. Not true! Selling requires an immeasurable amount of education of company, industry and competitive intelligence. Clients receive immense value in the knowledge provided by the selling professional. In a time pressured world, clients are concerned about value not price.

Classroom or experiential learning is also required. It is irksome that so many individuals today seek “free” information from blogs, social networks and “inexpensive books”. I recently read of one selling representative that acquired his knowledge on selling from a $25.00 book. In another example a company of 50 sales employees used a $20.00 assessment to define sales behavior for a staff that required $65 million in selling revenue. Heart and legal specialists constantly engage in annual learning. In fact, life long learning is a professional requirement. How do you base you medical opinions? Selling is similar, why should a customer trust your professional opinion if there is little investment. Education becomes knowledge which eventually assists and provides customer value.

An additional driving force for my customer strategy includes marketing. Unfortunately many selling professionals are tacticians and spend interminable hours cold calling. I recently debated on a Linkedin group over the disadvantages of cold calling. I was interested to find numerous self-proclaimed experts defining their glory in leaving voice mail. Do you know any cold calling millionaires? More importantly, numerous strategies are required to reach the client. Successful strategies are based on an integrated marketing communications that include advertising, networking, article writing, etc. Selling does not exist in a vacuum nor do clients. Research states the average client receives over 7000 messages daily, therefore it requires differentiation in communication. Cold calling is vertical and does little to promote the business, and establish a relationship.

Finally success is in the mix, yet is requires action. Selling is not a spectator sport; full integration with the client is required. All activities, strategies and communication need focus on the most important asset- the client. Stop blaming others for the lack of business, the lack of activity and the lack of revenue. The first step towards success is looking in the mirror and defining what stares back. The second step requires a plan and the third, removing yourself from the stands and into the field of play. The question is what does the mirror show?

©2009. All rights reserved. Drew J. Stevens Ph.D.

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There are things that a selling professional can do to reverse the idleness of economic instability.

1.    End the Self Doubt – Negativity manifests with more negativity. Avoid the ridiculousness of the media and the negative press by avoiding it. The mind is better served when it is active and is busy. Stay away from negative people, thoughts, shows, concepts etc.
2.    Lead Generation – There are still plenty of organizations buying services. During this post I captured two new opportunities. My mentor Box James used to ask, “Are you sitting on your past?” Stop lamenting and conduct activities that gain new leads.
3.    Referrals – Which is easier making 50 new calls to strangers and getting rejection or getting five leads that come from others that value your work. Completely unsolicited I received a testimonial from a recent client that closed new business. Are you asking those in your network for referrals to assist you in growing your business?
4.    Amplify your message – Competitors in difficult times tend to implode. Now is the time to grow your business and amplify your message. Ensure your clients, peers and friends can articulate your value proposition. Use numerous “free” marketing tools to integrate your message and be heard amongst the clutter.
5.    Education – It is bewildering to find that during economic strife people stop training. In fact the first line item cut from corporate budgets is training. Development is not incumbent upon your organization. Training is an investment in YOUR future. You must invest in you. Use the time to find programs and resources that enhance your knowledge. Would you be frugal with a heart surgeon if you needed surgery?
6.    Network – Too many people discuss their lack of time with many items. During the slower time, take the time to network with new individuals that can discover the value you provide.
7.    Mastermind – If you seek new ideas and new methods for business growth then terminate your comfort zone and seek assistance. Register to get a coach or develop a mastermind group. Harness new thoughts and methods that empower you, help you grow and enable you to master the universe.

©2009. Drew J. Stevens Ph.D. All rights reserved.

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There is a famous quote by the management guru Peter Drucker that states, “The purpose of business is to create and keep a customer”. Such merit begins with the relationship. Individuals desire to conduct business with those they know and those they trust. Sales professionals cannot expect to close business if they do not have a relationship. People do not buy products and services from customers they buy from articulate individuals.

To build a good relationship requires several pertinent factors:
1) Communication – Sales representatives need to communication effectively. Communication is the heart of every relationship.
2) Language – Articulate selling professionals require outstanding vocabulary. Great language assists with articulate conversation.
3) Discussion – Major qualities behind relationship building include the ability to communicate with anyone. Selling requires a good vocabulary, provocative questions and listening astuteness.
4) Stop Selling – Relationships fail when individuals constantly strive to sell products and services. Stop selling products and sell yourself.

Selling is a profession that requires time and patience. The chronology of introduction, acquaintance and friendship requires time. Relationships build over months, not seconds. If there is a commitment to your profession, then spend less time closing and more time on your friendships. Your diligence will be rewarded with not only more business, but also higher margins and more frequency. Remember consumers buy from selling professionals, not companies.

© 2009. Drew J. Stevens. All rights reserved.

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Some of the conversation appears to be from fear of the current economy. While I do understand there is much fear and trepidation, some of the rationale for market volatility is based on speculators and not predictors. Some of the fear experienced by many stems from financial mavens making money in these worrisome markets.

Fact
All must understand that the United States economy is still ranked number one in the world. With recent stock market and currency erosion we are the largest, and we are not bankrupt. The concentrated fear by many must be reversed by economic and historical facts. Stop wasting your time with mediocre and biased news and concentrate on relevant data.

Frantic
There has been a rise in contractors, entrepreneurs and selling professionals seeking work. Many are concerned that prior clients terminated contracts and many pipelines are closed. This panacea is the result of two major issues: 1) a lack of future trends and 2) placing all efforts in one client. Diversity is the key to success, the first rule for any organizational success is to have a pipeline that continually brings consumers into your funnel and moves them through. The panacea over lost business is a failure to work the proper channels and maintain contact with clients.

Foolish
There are repeated concerns of selling professionals such as how to close, cold call etiquette and lead generation. 90% of selling professionals and 92% of entrepreneurs lack a methodology and a strategy. Much of this is attributed to a lack of knowledge. That said, during these turbulent times, over 87% of organizations and 95% of individuals refrain from training! This is astonishing. If business has slowed, results lethargic and labor increased, why is there a lack of education! First, education is an investment in your financial and professional future. Second, since time is always a factor, now is the time to gain a competitive advantage. Third, while competition decreases now is a unique time to build for the future. Stop the insanity, stop the excuses, stop the excuses, and get educated.

One final thought here- many believe that social networking will help close new business. Business is garnered from one thing- relationship. No selling professional or entrepreneur will close business without a relationship. Rather than seek assistance from strangers, go back to your pipeline and seek referrals from your valued and most trusted source, your customers!

© 2009. Drew J. Stevens. All rights reserved.

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For those of you that every watched the play or movie “Phantom of the Opera” there is a beautiful scene when Christine Daae looks in the mirror located in her dressing room and is introduced to the Phantom. During this scene the Phantom sings the words, “Look at your face in the mirror I am there inside…” Christine sees the Phantom- not herself. The metaphor between the Phantom and the ridiculous commercial is this, how often do selling professionals make presentations where focus is on the sales person. Who cares?

There is only one item that a selling professional must focus-the customer. One does not do so by allowing focus on them. Too many professionals spend too much time worried about their compensation, and their territory, they lose focus on the most important asset- the client. It is disheartening that professionals have become egocentric. Selling professionals must direct conversation to the client. Sales professionals can create better music with few alterations.

Preparation
One of the most daunting items I experience when coaching sales managers are the numbers of selling professionals unfit to speak to clients. Some, not all, have little knowledge of the client, the industry, the competition and the issues. Selling professionals simply cannot engage in meaningful value driven dialogue if there is no understanding of the client’s issues. It is imperative to read the press, conduct some research, view the website, anything possible to better understand whom you are speaking with.

Stop Feature Selling
Prospective customers are only concerned about what the product or service will do for them. Focus on value not on features. No one buys features.

Emotion makes the sale
Customers make a purchase because of the emotion evoked with the use of the product. Marketers are masters at creating sensory awareness and this is a useful tool for selling professionals. Consumers never make rational decisions. In fact logic makes people think, however if you want them to purchase then you want them to act. Enlighten emotion by engaging the five senses with benefits and value.

Conversation
The best selling professionals understand how to engage in conversation. Yet all questions and comments focus on the value to the prospective client. Good selling professionals provoke questions that engage the customers pride, passion, purpose and painlessness. In fact, the better the questions the more engaged the customer creating more listening for the selling professional.

Focus
Some selling professionals are anxious to make a sale. In doing so, they are focused on the future and not the present. Professionals must avoid distractions such as cellular phones, email etc and live in the moment to maintain energy, direction and speed on the client issues.

Stop Closing
Too many selling professionals spend more time attempting to close business rather than create relationships. People buy from those they know and those they trust. Closing techniques only annoy and frustrate, if you want business, make friends first.

The best plays like Phantom harmonize perfectly because of the outward focus of both actors and musicians. All the comprehensive pieces perform melodically to engage and entertain the participant. Selling requires a similar methodology. The core of selling harmoniously requires professionals to be outwardly focused and intently maintaining the moment. Orchestrate your next appointment with proper questions, enough homework and the desire to create relationships.

©2009. Drew J. Stevens Ph.D. All rights reserved.

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With careful analysis of both value and outcome organizational development is heading in the wrong direction. Developing staff during an economic quagmire sends both the improper message and focus.

Here is the rationale why training fails in organization:
1.    The first area of focus during economic turmoil is sales. Nothing happens without something in the organization getting sold. There must be a solid focus on selling methodology, value orientation and relationship building. Energies must be applied to building sales adjuncts and not leadership.
2.    Every organization exists for one purpose- the customer. Attempting to build narcissistic programs without focus on client retention is wasteful.
3.    Leadership Development is a waste. If the organizational culture does not exemplify empowerment, strategy and client focus I good or bad times, the training is wasteful.
4.    There is a current fear that training aids employee retention. This is farthest from the truth; people leave bad managers not bad companies. Seek to retain talent by ending the infighting, the silos and the bad management.
5.    For years I have watched organizations attempt team building. I enjoy seeking an organization try to mend conversation between Bob and Ted. They take the two on a whitewater rafting trip with a case of beer hoping for cajoling. Believe me if Ted and Bob do not like each other, one is not returning. All of our clients believe that greater teamwork is essential to their efficiency and effectiveness. However clients actually have groups rather than teams. There are those in the group that win while others lose. In addition, there is too much focus on the individual accountable versus what the team can provide.
6.    The training and development industry is self-serving. Over $60 billion is spent on training every year with very little focus on return on investment. It is wasteful to conduct training without any sustainable result. Training is an event that does not change behavior in a six-hour period. In addition, training is a reaction to something gone awry.
7.     Training attempts to throw independent consultants and money at an issue to be resolved. What is required are metrics of accountability both before and after. Managers must hold themselves and employees accountable after an event.
8.    Training must be part of an ongoing process, such as coaching, mentoring and counseling. These techniques not only think through what is before but what goes after. Using these techniques, managers can review the obstacles seeking application on the job.
©2009 Drew J. Stevens Ph.D. All rights reserved.

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1. Develop how to work smarter and not harder - it does not require many cold calls!
2. Learn strategies for self-mastery for developing a positive attitude
3. Understand differentiation tactics that develop your expertise
4. Create the SAM triad for better business balance
5. Understand the importance of market attraction and allure
6. Identify the importance of being 3 Dimensional

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