February 2011
Strategies for Success Newsletter February 2011 Issue 62
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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2011 Emily Huling. All rights reserved.
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In this February 2011 issue:
Emily’s mailbag
Thoughts from the road
Have you read…
On the road in 2011
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1. Emily’s mailbag
Dear Emily,
We have implemented many of your tips, practices and suggestions from your website and CDs and have been using them for many years now. We also enjoy getting your newsletter. We were wondering if you could help us with a situation we are confronting.
We are 99% positive that we are being maligned by another in-town agency. We have no substantiated proof, but have received information from customers who are leaving our agency that leads us to believe such is the case. In addition, we’ve had previous issues of the same nature with this agency.
We work really hard to foster good relationships with our customers and are at a loss as to what is happening and what to do. Any suggestions would be greatly appreciated.
Sincerely,
Criticized and Confused CSR
Dear C and C,
Ugh! What an unpleasant and damaging situation! Three ideas:
The owner of your agency should consider calling the owner of the other agency to set up a face-to-face meeting. Specific issues should be cited that have led you and your associates to believe the competitor’s agency is acting unscrupulously. See what the owner has to say. He or she may not know this is occurring. If these unprincipled business practices are taking place at the production and service ranks, the agency owner should appreciate having this knowledge.
Examine your agency’s internal service practices and procedures. Be exceedingly proactive with your customers to prevent customer dissatisfaction and prevent the competition from getting in the door.
With your staff, create a script of responses to use when faced with the negative customer comments and customers who are calling to move their business.
Bottom line, be proactive rather than reactive. I hope this situation resolves quickly for you.
Best regards, Emily
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Make service a selling strategy in your agency….DIY Program
Great Service Sells: How Great CSRs Turn Service into Sales is a book and audio CD do-it-yourself customer service training program.
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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February’s Energizer Minute
Tune in to hear Lessons from a Two-Year Old. Go to the www.sellingstrategies.com home page and click on the Energizer Minute.
Now available! The Energizer Minute Collection CD. The first 24 Energizer Minutes on CD recorded from January 2009 through December 2010. Receive a complimentary copy on product orders over $75.
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Thoughts from road
You’re never too young to be green
The setting was a crowded Baltimore airport ladies restroom. Business and leisure travelers, students, mothers, and children were dodging each other to use the facilities, wash and dry their hands and get on with their day.
A little girl about four years old, standing all by herself, was in front of me in line for paper towels to dry her tiny hands. She pulled down one towel, two towels, three towels, then four. She looked like she was going for five when I said, “Whoa, that’s enough. You have plenty to dry your hands.” I quickly realized that I set myself up for a rap on the head from a purse by speaking to someone else’s child, but fortunately it didn’t happen. The little girl just looked at me and shrugged.
Now I admit some paper towels are thin and don’t effectively dry your hands. On occasion, even I, who prides myself on being green by limiting my use of all paper products, will take two on occasion. But three or four? Unnecessary.
Moral to the story: Let’s teach our children both by example and words that waste is not good.
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Speak up for what you believe. EH
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3. Have you read…
Chasing Daylight by Eugene O’Kelly
“Commitment is best measured not by the time one is willing to give up, but more accurately by the energy one wants to put in, by how present one is.” Eugene O’Kelly (1952-2005) former CEO of KPMG
In May 2005, Gene O’Kelly was given a death sentence – inoperable brain cancer with three to six months to live. Up until that time, he was a hard-charging man who climbed to the top of the ladder at KPMG. He sacrificed a great deal of his personal life for this success. This is his account of his last days with the last chapter written by his wife. He spent his last precious days tying up loose ends, “rewinding” with significant people in his life, and spiritually preparing for death. His message is not morbid or bitter. It is what he believes we all should do to create and embrace joyful and present moments each day.
How lucky I feel to have discovered this well-worn book in the cruise ship library. Vacations are a good time to reflect and Chasing Daylight helped me do just that.
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Updated information on the website: Free Stuff: Zero and Low Budget Marketing Ideas and 2011 Speaking Topics.
For dozens of resources to build individual and organizational top performance, visit www.sellingstrategies.com or get in touch with me at emily@sellingstrategies.com or 888-309-8802.
Apply Coupon Code NEWS11 to receive a 20% discount on all online product orders.
Receive a complimentary copy of The Energizer Minute Collection CD on products orders over $75.
Feel free to share any of my free stuff, articles, or newsletter content as long as proper credit included.
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On the road
Business travel is taking me to these places. Please give me a call if you’d like to connect when I’m in your area.
Agency Management CIC, Birmingham, AL February 2, 2011
Private client – Phoenix, AZ February 7-9, 2011
NAPSLO Mid-Year Conference, Naples, FL February 23-26, 2011
NAMIC Commercial Lines Underwriting Conference, Chicago, IL March 3, 2011
Private client – Minneapolis, MN March 10, 2011
Independent Insurance Agents of Arkansas, Young Agents Conference, Hot Springs, AR March 25, 2011
Private client – Louisville, KY April 27. 2011
NetVU Conference – Kissimmee, FL April 28-30, 2011
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Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.
© 2011 Emily Huling. All rights reserved. Feel free to share our newsletter if copyright and credit are always included.