Strategies for Success Newsletter February 2010 Issue 50
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Published by Emily Huling Selling Strategies
Copyright 2010 Emily Huling. All rights reserved.
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To view this newsletter in html format, please click this link:
www.sellingstrategies.com/Newsletters/newsletter_49.html
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In this February 2010 issue:
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NOW AVAILABLE!
Great
Service Sells
CSR Development Program is ready to use in your agency staff meetings!
Great Service Sells – How Great CSRs Turn Service into Sales – book and audio
CDs
Designed for CSR group learning in staff meetings using both the print book and
accompanying audio CDs. Presented in 21, five-minute chapters, the tips,
techniques, real-life stories and personal challenges offer a year’s worth of
training sessions. For a complete list of chapters and facilitation tips, go to
www.sellingstrategies.com. Newsletter readers receive a 20% discount by using
coupon code NEWS11 at checkout.
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1.
Thoughts from the road
Looking for change of heart? Just
keep going.
Visiting my mom has spoiled me. Not because she has all of my favorite foods
(which she does) or our conversations stimulate my mind (which they do), but
because she in lives Sun City, Arizona, where it’s always warm and sunny. Well
almost always. I awoke to an uncharacteristically cold and rainy morning. I was
tempted to roll over and stay snug and warm, but knew I needed to take my
morning walk. So I dragged myself out of bed to walk my regular three mile loop
which heads south from my mom’s door, then east, north, west and back south.
.
The air was damp and drizzly, but the wind made the temperature even colder. OK,
not really cold, but Arizona cold. I headed south feeling gloomy like the day. I
passed a few dogs, owners attached, both dressed in comical-looking rain gear.
My frown started an upturn. By the time I reached the eight-minute point of my
walk when I turn to head east, the sun was just starting to appear. The
raindrops were resting in the crevices of the cactus plants that adorn almost
all the yards. My smile grew. Making the turn to head north, optimistic golfers
were driving their golf cars for their early morning tee time, each one waving
to me as they passed. My dad always said, “It never rains on a golf course.” Now
I had a spring in my step. As I made the last turn to get back on my mom’s
street with only ten minutes left on my journey, I didn’t want it to end. What
started as a half-hearted effort changed with every step, every waving person
and dog, and every touch of nature.
Moral to the story: We all have things in life we resist. If we press ourselves
to take the first step, then another step, amazing things can happen.
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Engagement enables enjoyment. EH
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2. Thoughts from others
Harvey Mackay is the author of the New York Times’ No. 1 best seller “Swim with
the Sharks Without Being Eaten Alive.” Here are some pithy and meaningful
thoughts from his syndicated column that are worth sharing.
“Control yourself: Remember anger is just one letter short of danger.”
“What we have done for ourselves alone dies with us. What we have done for
others lasts forever.”
“How people play the game shows something of their character. How they lose
shows all of it.”
“Love your competitors. They are the only ones who make you as good as you can
be.”
“A person without a sense of humor is like a car without shock absorbers –
jolted by every pothole in the road.”
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The Energizer Minute
This month, in honor of Groundhog’s Day, tune in to hear
Until we get it right… Go to the
www.sellingstrategies.com
home page and click on the Energizer Minute.
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3. Thoughts from the office
How important is this call?
It was Sunday morning at 10:00 AM and John was calling a technical help desk at
the suggestion of an auto-reply e-mail response to a customer service issue.
This is what he heard. “Thank you for calling Dell customer support. Our office
hours are 7:00 AM to 7:00 PM Central Time, seven days a week. Thank you for your
call. Goodbye.” Click.
The only thing you can do to keep your sanity with a message like that is to
laugh. And we did. We also wondered what we should do next since customer
service was void of service.
Most people prefer a live person answering a business phone. If possible, ditch
the automated system. If that’s not possible, here are some questions to ponder
about your company’s phone answering system:
Have your office staff and customers weigh-in on the reception your callers
hear. What, if any, changes should be made?
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Consulting, coaching, and workshops to stay up to date with current business
trends and approaches
In-house workshops for agency sales and service staff. These sessions fast
forward individual skill building resulting in improved customer retention and
new business growth.
For more information,
www.sellingstrategies.com or
emily@sellingstrategies.com or 888-309-8802.
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On the road
Early 2010 business travel is taking to me these places. Please give me a call
if you’d like to connect when I’m in your area.
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Selling Strategies: Strategies for Success Newsletter is published by Emily
Huling Selling Strategies. For further information contact
emily@sellingstrategies.com.
© 2010 Emily Huling. All rights reserved. Feel free to share our newsletter if
copyright and credit are always included.