Category: <span>Newsletter</span>

March 2010

Strategies for Success Newsletter March 2010 Issue 51

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2010 Emily Huling. All rights reserved.
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In this March 2010 issue:

Thoughts from road
Thoughts from home
Did you know…?
On the road in 2010

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Great Service Sells: How Great CSRs Turn Service into Sales – book and audio CDs

CSR Development Program is ready to use in your agency staff meetings!

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

I was waiting in line at an airport coffee kiosk. I finished drooling over the pastry selection and I looked behind me. Standing confidently were two very little people, a boy and a girl. They were all alone. The little girl was holding a ten dollar bill. They were so small they barely reached the counter. I looked for their parents, but no one else was with them. Then I looked around. Standing about 20 feet away were a mother and father, eyes glued to the children, faces smiling.

After I ordered my coffee (yes, only coffee), the server, who didn’t see the children, asked the next adult in line for his order. “Wait,” I said. “Don’t forget these customers.” The children self-assuredly placed their order, handed the server their money and got change. I stole a look at their parents who were nodding and giving them the thumbs up. The children beamed as their parents approached to help them carry their food.

I thought of all the times that I’ve done things for others, children and adults, that I should have let them do themselves to boost their confidence and build trust. How about you?

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Encourage others’ potential through kind words and supportive actions. EH

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2. Thoughts from home

What our bodies tell us

I woke up and my jaw really hurt. I thought I slept wrong or had been grinding my teeth, which I don’t normally do. By 10:00, I was really hurting. What was an ache, turned into a throb. “I have a toothache!” I announced to no one since I was traveling alone.

By the time I got home and in to see my dentist, I was really in pain. A root canal and antibiotics were prescribed to put me out of my misery. I welcomed both.

I couldn’t imagine how I got an abscessed tooth. Then it hit me like a bolt. For the past few months, I had been obsessing about my new book. I was stressing big time to meet my high standards and now that I look back, some unrealistic expectations. I had created an “emotional obsession” that literally manifested into a tooth abscess. Abscess caused by obsess.

Moral to the story: Next time ideas in your mind get out of control, remember the powerful mind-body connection. Take steps to lower emotional stress and avoid physical issues. Figure out what works for you.

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The Energizer Minute

This month, in honor of spring, tune in to hear Lighten Your Load of both material and emotional stuff. Go to the www.sellingstrategies.com home page and click on the Energizer Minute.

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3. Did you know…?

Solution to stinky and sticky

My husband is going to be embarrassed again. But when something has been irritating a person his whole life and an amazing remedy is found, I can’t help but think someone else may be able to benefit from this knowledge.

John is allergic to traditional underarm deodorant. He’s tried countless traditional products and homeopathic remedies, but nothing has been able to eliminate the rash and itching that he experiences – until now!

Joe and Terry Graedon, the hosts and authors of People’s Pharmacy, recommend applying milk of magnesia with a cotton ball instead of deodorant when a person can’t tolerate aluminum-based antiperspirants. John was skeptical, but it worked!

Please let me know if this information helps you or someone you know so John knows his embarrassment was worth it!

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Consulting, coaching, and workshops to stay up to date with current business trends and approaches

Phone consulting to Create an Effective Marketing, Sales, and Service Plan for agencies with fewer than eight people. Learn more on the website consulting information page.

Strategy planning consulting and facilitation Professional facilitation and guidance enable owners and managers to agree on goals, strategy, and implementation. Establishing priorities, creating action plans, timelines, accountability and follow through generate results.

New producer development and sales coaching Customized personal guidance for new producers. Includes sales plan creation, structured curriculum and phone coaching,

Workshops – Turning Service to Sales for CSRs and Client Based Selling for producers
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.

Presentations Speaking topics include Lean and Mean Management, Selling from the Inside, and Kick Your “But” to name a few. Additional topics on the website information page.

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.

NAPSLO Mid-Year Conference, Scottsdale, AZ March 3-6, 2010 (attending)
Independent Agents and Brokers of SC spring conference, Columbia, SC March 17, 2010
Agency Management CIC, Louisville, KY March 18-19, 2010
AMS Users’ Group Annual Conference, Nashville, TN March 25-27, 2010
Consulting engagement in Charlotte, NC – private client – April 7-8, 2010
Speaking engagement in Des Moines, IA – private client – April 11-13, 2010
Speaking engagement in Appleton, WI – private client – April 14, 2010
Agency Management CIC, Edison, NJ May 14, 2010
Consulting engagement in Charlotte, NC – private client – May 18-19, 2010

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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.

February 2010

Strategies for Success Newsletter February 2010 Issue 50

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2010 Emily Huling. All rights reserved.
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In this February 2010 issue:

Thoughts from road
Thoughts from others
Thoughts from the office
On the road in 2010

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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.
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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:

Is the automated reception they receive consistent with your brand of service?
What do your customers hear when they call you?
Does the system make it easy to connect with a live person (who is friendly) at any time?
Is the customer being served? Are options available after hours?

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

Phone consulting to Create an Effective Marketing, Sales, and Service Plan for agencies with fewer than eight people. Learn more on the website consulting information page.

Strategy planning consulting and facilitation Professional facilitation and guidance enable owners and managers to agree on goals, strategy, and implementation. Establishing priorities, creating action plans, timelines, accountability and follow through generate results.

New producer development and sales coaching Customized personal guidance for new producers. Includes sales plan creation, structured curriculum and phone coaching,

Workshops – Turning Service to Sales for CSRs and Client Based Selling for Producers
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.

Presentations Speaking topics include Lean and Mean Management, Selling from the Inside, and Kick Your “But” to name a few. Additional topics on the website information page.

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.

Speaking engagement in Albuquerque, NM – private client – February 19, 2010
Speaking engagement in Scottsdale, AZ – private client – February 23-24, 2010
Speaking engagement in Denver, CO – private client – February 25, 2010
NAPSLO Mid-Year Conference, Scottsdale, AZ March 3-6, 2010 (attending)
Independent Agents and Brokers of SC spring conference, Columbia, SC March 17, 2010
Agency Management CIC, Louisville, KY March 18-19, 2010
AMS Users’ Group Annual Conference, Nashville, TN March 25-27, 2010
Consulting engagement in Charlotte, NC – private client – April 7-8, 2010
Speaking engagement in Des Moines, IA – private client – April 11-13, 2010
Speaking engagement in Appleton, WI – private client – April 14, 2010
Agency Management CIC, Edison, NJ May 14, 2010
Consulting engagement in Charlotte, NC – private client – May 18-19, 2010

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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.

January 2010

Strategies for Success Newsletter January 2010 Issue 49

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2010 Emily Huling. All rights reserved.
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Happy New Year! Wishing you the best and brightest year ahead!

In this January 2010 issue:

Thoughts from road
Thoughts from home
Have you read…?
On the road in 2010

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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

The gift of touching others

I rediscovered the small painted stone in my kitchen catch-all drawer. I hadn’t looked at it in a few years, but it looked as fresh as the day I received it.

It was the summer of 1998. I was making the three-hour car ride home after a client visit in Raleigh. I was still single after my marriage had ended the year before so heading home to an empty house always made me feel adrift.

For some reason, I stopped at a Food Lion grocery store, where I had never stopped before, to pick up something for dinner. I was standing in the checkout lane when I felt a tap on the shoulder. An older man in back of me said, “I believe you dropped this” and placed in my hand a one-inch square pebble. I was holding an intricately painted stone with a picture of an old-fashioned mast and sails ship sitting on a turbulent ocean. It was beautiful. “No, it’s not mine,” I said, and handed it back to him. “Well, it is now. I want you to have it.” I gave him a questioning look and he told me that his hobby is painting stones and giving them to others. I smiled and thanked him.

Holding that stone eleven years later, I once again sensed that warm feeling of having a random act of kindness bestowed on me. It makes me wonder why I ever hesitate to do something kind. We never know how someone may need that touch and we may just be the person to help.

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Be generous in kindness and friendship. EH

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2. Thoughts from home

If it’s a secret, please don’t tell me!

“Emily, I’m going to tell you something, but it’s a secret. Be careful not to tell your mom, your brother, or your cousin. It’s OK to tell John but be sure he knows it’s a secret, too.”

Whoa! This conversation with my aunt was entering very dangerous territory. Sharing confidential information puts both the speaker and the receiver in a bad place. Why? Because the mind hears the thought and enters it into the brain. Unfortunately, the “don’t tell” isn’t usually part of the memory. So we have information, but we don’t remember its status. In addition, once information is retold, it’s too easy to repeat it again. After it crosses our lips, we have a permanent record in our brain of having told it. We totally forget that it is a secret. And who really believes that it’s a secret since it’s been shared?

Thank goodness I was paying close attention to the conversation. I quickly said, “Aunt Judy, please don’t tell me this if it’s something I’m not supposed to know.” “Oh,” she said sounding disappointed, “you’re right.”

Moral to the story: Don’t share information that’s not yours to tell.

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The Energizer Minute

This month, tune in to hear New Year, New Intentions and hear my long-time technique to stay focused on self improvement. Go to the www.sellingstrategies.com home page and click on the Energizer Minute.

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3. Have you read…

It’s always gratifying to read business books that challenge my mind and broaden my thinking. I have two recommendations that meet that criterion.

How: Why HOW We Do Anything Means Everything…in Business (and in Life) by Dov Siedman, 2007, John Wiley & Sons, Inc.

If you’ve doubted that attitude, behavior, and principles are the foundation for personal and organizational success, you won’t have any skepticism after reading this book. Using a diverse spectrum of examples, the author firmly states his case that the soft skills of trust, integrity, and values trump product, price, bells and whistles.

Be Unreasonable: The Unconventional Way to Extraordinary Business Results by Paul Lemberg, 2007, McGraw-Hill.

Backward thinking, inside out strategy, the opposite of truth, know what you don’t know – these are just a few of the brain challenging phrases that make this book so much fun. This is not a conventional business read. Paul Leming forces the reader out of his or her comfort zone which is the only way to consider new possibilities and new ways to do things.

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Consulting, coaching, and workshops to stay up to date with current business trends and approaches

Phone consulting to Create an Effective Marketing, Sales, and Service Plan for agencies with fewer than eight people. Learn more on the website consulting information page.

Strategy planning consulting and facilitation Professional facilitation and guidance enable owners and managers to agree on goals, strategy, and implementation. Establishing priorities, creating action plans, timelines, accountability and follow through generate results.

New producer development and sales coaching Customized personal guidance for new producers. Includes sales plan creation, structured curriculum and phone coaching,

Workshops – Turning Service to Sales for CSRs and Client Based Selling for producers
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.

Presentations Speaking topics include Lean and Mean Management, Selling from the Inside, and Kick Your “But” to name a few. Additional topics on the website information page.

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.

James K. Ruble Graduate Seminar, Concord, NC January 13-15, 2010 (attending)
Speaking engagement in Albuquerque, NM – private client – February 19, 2010
Speaking engagement in Scottsdale, AZ – private client – February 23-24, 2010
Speaking engagement in Denver, CO – private client – February 25, 2010
NAPSLO Mid-Year Conference, Scottsdale, AZ March 3-6, 2010 (attending)
Independent Agents and Brokers of SC spring conference, Columbia, SC March 17, 2010
Agency Management CIC, Louisville, KY March 18-19, 2010
AMS Users’ Group Annual Conference, Nashville, TN March 25-27, 2010
Speaking engagement in Des Moines, IA – private client – April 11-13, 2010
Speaking engagement in Appleton, WI – private client – April 14, 2010

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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.