09_07_newsletter

Selling Strategies: Strategies for Success Newsletter September 2007 No. 21

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Published by Emily Huling Selling Strategies

www.sellingstrategies.com

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In this September 2007 issue:

Thoughts from the office
Thoughts from the road
Have you read…
Upcoming public speaking engagements

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Thoughts from the office

Business conferences kept me very busy this summer. In addition to great networking, informational programs, and fun leisure activities a lot of meals are eaten with business associates. I was constantly amazed by poor table etiquette. Presenting yourself positively, which includes proper table etiquette, is as important to professionalism as competency and knowledge. Here are some helpful table etiquette hints.

Place your napkin on your lap immediately upon being seated, whether it’s on the plate, in place of plate for a buffet, or to your right in a coffee cup or glass. If the silverware is wrapped in the napkin, place the silverware in its traditional position in front of you after you’ve unwrapped it.
Your bread plate is on the left, glassware on the right. Here’s an easy way to remember that. Put your hands in front of you with the back of your hands facing up. Make an O with your thumb and index finger on each hand. Your left hand shapes a B for bread and your right hand shapes a D for drink. (That tip is from a client’s six-year-old daughter!)
Eating bread has its own etiquette. Bread should be placed on the bread plate not on the dinner plate. Butter served from a serving dish should be placed on the bread plate, not directly on the bread. Bread should be torn and not cut with a knife. Using your own knife, spread the butter from your bread plate onto the bread.
Most of us eat in the traditional American style. We cut a piece of food using a knife and fork, then lay down the knife, place the fork in our dominant hand, and take a bite. Do not cut your all of your food; cut it one bite at a time. It may not seem efficient, but that’s proper etiquette. Do not hold your fork as if you’re stabbing your food.
When you have finished eating, do not push your plate away from you or stack your plates. Leave your plate where it is in the place setting. The common way to show the server that you have finished your meal is to lay your fork and knife diagonally across your plate. Place your knife and fork side by side, with the sharp side of the knife blade facing toward you and the fork, tines down, to the left of the knife. The knife and fork should be placed as if they are pointing to the numbers 10 and 4 on a clock face.
Once you have used a piece of silverware, do not place it back on the table. Do not leave a used spoon in a cup either; place it on the saucer.

Impressions are made in a matter of seconds. Take the time and effort to present yourself at your best to those you do business with outside the office.

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Thoughts from the road

It was a very hot August morning in Charlotte. My plane was sitting on an airport runway ready for takeoff to Cincinnati. I overheard four young business travelers, two men and two women, say they were traveling to their home office for training. One of the young women looks over to her female counterpart and says, “I’m glad you’re wearing your business flip-flops, too!”

Business flip-flops? That’s an oxymoron if I’ve ever heard one. Flip-flops are not professional attire. I’ve shouted it from roof tops, but apparently these women didn’t hear.

As soon as I could, I stood up on the plane to take a look at what business flip-flops look like. Hers were black suede with a lime green pencil thin accent line around the black sole. Her toe nails were painted the same color green.

Thank goodness summer is almost over.

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Don’t take anything personally. EH

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Sustain top-performance by offering in-house development programs.

Go to www.sellingstrategies.com to view a wide variety of my books and audio programs. If you need assistance in deciding which materials are right for you, please get in touch.

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Have you read…

Exceeding Customer Expectations by Kirk Kazanjian

I know what you’re thinking. Not another book on this subject! Yes, it is. But this one is about Enterprise Rent-A-Car, an amazing success story. Founder Jack Taylor and his son Andy, who is chairman and CEO, have grown this company from a small Missouri leasing operation into a $9 billion global enterprise in 50 years. Their mantra is “Take care of your customer and employees first, and the profits will follow.” And it has worked. Here’s a choice nugget from the book that will help anyone who deals with the public.

Eight Steps to Turn an Angry Customer Around

Actively listen with an understanding attitude.
Record what the customer tells you.
Apologize.
Find out what the customer wants.
Propose a solution and attempt to get the customer’s buy-in.
If the customer doesn’t like your solution, ask him or her what a fair resolution would be.
Follow up by calling your customer to ensure his or her satisfaction.
Never let the customer lose face.

Great tips to use in dealing with dissatisfied customers.

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On the road

Here are my upcoming scheduled public speaking engagements:

September 27, 2007 Agency Management CIC, Topeka, KS

October 11-12, 2007 Young Agents Conference - Independent Agents of Virginia, Richmond, VA

October 17, 2007 Agency Management CIC, Reno, NV

October 19, 2007 ASCnet Conference, Orlando, FL

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Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.