Strategies for Success Newsletter November 2009 Issue 47
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Published by Emily Huling Selling Strategies
Copyright 2009 Emily Huling. All rights reserved.
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To view this newsletter in a html format, please click this link:
www.sellingstrategies.com/Newsletters/newsletter_test2.html
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In this November 2009 issue:
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Coming in December! My new book and
audio - Great Service Sells – How Great CSRs Turn Service into Sales.
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1. Thoughts from home
Let things go their way
When I answered the phone I could hear the happy excitement in my Aunt Judy’s
voice. “What’s up?” I eagerly asked. “Great news. My car was hit in a parking
lot. Since it’s so old, it doesn’t pay to repair it. I’ve been hoping something
would happen to that car so I’d be forced into getting a new car. And it did!”
My neighbor Jim has his own contracting business. This year has been brutal.
He’s gone through cutbacks, refinancing, and reassessing business strategy.
Things have now settled into a new scaled-back norm. When I recently saw
him walking his dog, he said, “I’ve actually had a really nice year. I’ve been
spending more time with family and was able to take everyone to the beach for a
week. With my business so busy in past, I hadn’t been able to do that.”
Peter, a producer, lost a long-time renewal. He was disappointed but knew he had
done everything possible to retain the account. Within a month, the account
filed for bankruptcy protection.
When Peter heard the news, he felt really bad. Then he breathed a sigh of
relief.
Moral to the story: Having an attitude that things happen for a reason helps to
better handle the rollercoaster of life.
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All of our prayers are answered. The secret is to recognize it. EH
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2. Thoughts from the office
It’s all in the family
I’m thrilled with the number of family members, including children of owners,
coming into the agency business. However, it concerns me that family operations
may inadvertently fall into bad practices that harm the business in the long
term. Here are a few thoughts to avoid the pitfalls of a family business.
Apply consistent employment practices.
Job descriptions and personnel manuals apply to family members, too. Set
up a job training schedule employing the assistance of coworkers and carriers
rather than a relative. Utilize personality and skill assessments to uncover
issues that may affect job effectiveness. Not only are these resources great
management and development tools, having an objective third party perspective
can help handle or avoid uncomfortable situations.
Office rules apply to everyone.
Generally, family businesses are family friendly. Be careful that the children
of family members don’t take liberties that non-family children don’t have.
Disrupting workers, playing on the computers, and making a mess in the break
room are behaviors that may be tolerated, but compromise business
professionalism. Non-family
employees rarely say anything to the owners about this. Instead, they silently
fume.
Recognize the perspective of non-family members.
Right or wrong, non-family employees believe that family members share
information with the owner. Employees may see a family employee as
unapproachable on certain subjects, wondering if a conversation will be kept
confidential or what impact certain private information will have on his or her
job. Be sensitive to the situation employees are in when dealing with family
members.
Don’t allow employees to play one family member off another. “But I talked to
your wife (or son, daughter, father) about ...” can be used by employees to get
what they want in a situation. All family members need to understand the limits
and boundaries that exist in their job position.
When a family member is approached about a matter that falls outside his
or her responsibilities, he or she must refer the employee to the appropriate
person.
Recognizing, acknowledging and addressing these issues up front with all the
parties involved will support an emotionally healthy and professional business
environment.
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The Energizer Minute
This month, tune in to hear Engage with
Others to learn how others’ stories offer inspiration and perspective. Go to
the www.sellingstrategies.com
home page and click on the Energizer Minute.
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3. Emily’s mailbag
Dear Emily,
I have a coworker who does not do her job.
She’s never at her desk so I’m picking up her calls and doing her work.
My supervisor doesn’t seem to notice and that upsets me. What should I
do?
Employed Twice, Paid Once
Dear ET, PO,
Well, I’m PO’d, too, but not the same PO’d you are!
I think you’re giving your supervisor too much credit for saying something to
you for picking up the slack of your coworker. From your boss’s standpoint, the
work is getting done. Consider this:
How busy can you be that you have time to do someone else’s work?
If you do have free time, ask your boss if you can help on a project,
train a coworker, or pick up another responsibility that stretches you and helps
your career. In other words, make
use of your time for you. Once you
approach your boss and take on additional responsibility, approach your
coworker. Say, “I know I’ve been helping you out on your work. I’m now working
on this project and won’t be able to do that anymore. I’m sure you understand.”
Three wins here. If your coworker still doesn’t do her work, the boss will
notice because you’re not doing it. In addition, your boss will see you step up
to contribute more to the agency. And the best part for you is that you’ll be
working on things that will help you develop additional skills and advance your
career.
The shift may be hard for you, but the benefit will be worth it. Good luck!
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What people are buying from Selling Strategies to help their people and grow
their business:
Soft Market Selling
– a CSR and producer audio seminar
Handle Sales Objections
– a CSR and producer audio seminar
How to Compete with Direct Writers
– a Personal Lines agent seminar
How to Create a Sales and Marketing Plan
– a producer self-guided program with workbook
Go to www.sellingstrategies.com
for information and to purchase.
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On the road in 2009
Here’s where my upcoming schedule will take me:
Please get in touch 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.
© 2009 Emily Huling. All rights reserved. Feel free to share our newsletter if
copyright and credit are always included.