Thoughts from the Road

Working with aliens

Robert, working at the ticket desk at the Roswell NM UFO Alien Museum, greeted John and me as if we were long-lost friends. His smile and warmth radiated his joy of life, people and his job. His expression begged us to ask, “How did you come to work here?”  Robert told us he’d been working at the museum for two years. He had visited the museum from his home in upstate New York several years prior as a tourist and fell in love with the area and the museum. He returned home committed to finding a way to move to Roswell and work at the museum. “It was my dream and it’s now fulfilled. I’m living my dream life and my dream job.”

Our general ticket purchase turned into a private tour of this icon of American culture. During Robert’s lively and passionate tour, it became obvious as to what happens when you truly love what you do. Because Robert was interested in his job, he learned everything he could about the subject. Because he cared about his customers having a good experience, he shared his enthusiasm and his knowledge. Because he was committed to both the business success of the museum and the community, he was expert about things beyond his four walls.

Moral to the story: We all have a choice as to how we do our jobs. Some simply show up. Others have something to show for it.

Thoughts from the Office

Developing employees is easier than you think

My new workshop, “Grow Your Own Talent,” brings together managers from all experience levels. The course purpose is for participants to learn strategies that cultivate employee strengths and develop skills.  I’ve found that a common misconception, and in fact a huge barrier to employee success, is when bosses believe that it takes extra work for them to develop their staff.  Not true. Here are simple boss behaviors that support staff growth.

Challenge your staff to think.  Boss questions include: “What do you think?” “Why do you think (or say) that?” “What would be the result if we follow your suggestion?”  “What’s the benefit?” “What’s the downside?”

Model the behavior your staff should follow. Be certain your attire appropriately conveys your position and age. Listen well. Give your people your undivided attention when interacting – whether in person or on the phone. Ask questions before responding. Practice proper meeting etiquette. Arrive for meetings five to ten minutes early to greet each person as they get seated. Follow the agenda you have sent out prior to the meeting and adhere to the time schedule.

Create opportunities for your staff to engage with others. “Can you help me?” are four magic words bosses can use to demonstrate confidence in your staff.  Ask for help to train a new employee, introduce a new product or process at a staff meeting, attend a higher-level meeting on your behalf, or host a customer or vendor meeting.

Let others do more. It helps people feel good about themselves, builds confidence, and expands skills.  Not to mention that it makes your job easier!

Coming Soon! 

My new book and audio - Great Service Sells – How CSRs Turn Service into Sales.

What people are buying from Selling Strategies to help their people and grow their business:

Success Strategies for Women – a CSR 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.

On the road in 2009

Here’s where my upcoming schedule will take me:

·         Speaking engagements in Florida – private client – week of October 5, 2009

·         Speaking engagement in Wisconsin – private client – October 13-14, 2009

·         Speaking engagements in Michigan – private client – week of October 19, 2009

·         Speaking engagement in New Jersey – private client – October 23-24, 2009

·         Agency Management CIC, Omaha, NE November 4, 2009

·         Underwriting Executive Council, Las Vegas, NV  November 5, 2009

Please get in touch if you’d like to connect when I’m in your area.

Strategies for Success Newsletter is published by Emily Huling Selling Strategies. www.sellingstrategies.com

For further information E-mail: emily@sellingstrategies.com