Archive for Customer Service

Promoting Your Services or What to Do When You Don’t Know What to Say

If you’re an entrepreneur, coach, consultant, healing professional or service provider who wants to market your services but you’re still stumped at what to say to promote your services (expo or otherwise) then read on.

So here’s what I learned about promoting your services after exhibiting at a recent expo that I would like to pass along to you:

1. Get the best table you can you get. I knew exactly where wanted to be and why. The key to getting what you want is to ask and then shut-up.  So why did I want this particular table?

              a . When you walk into the room and looked straight ahead you can’t miss my banner.

              b.  It had an electrical outlet close by. I always bring a light to shine up at my banner and I have videos (of me) running to demonstrate what I do for prospective clients.

              c. I could hang my banner with ticky tack and still be trade-show compliant.

              d. It was in a corner – giving me a bit more real estate.

              e. Bonus – there was a tall (albeit artificial) tree in that corner that enhanced my display and was a perfect backdrop for my easel.

2. Get out from behind your table and start talking (and listening) to people.

Don’t attack, don’t make an immediate offer, just ask a friendly non-salesy question, listen and engage.

I met a home inspector who clearly knew his business and after some dialogue  he asked me why he would need my program. I told him he wouldn’t need it…but that maybe someone he knew did. He nodded his head and acknowledged that he hadn’t considered that. We were simply engaged in meaningful and fun conversation.

3. If you have something to demonstrate–then demonstrate it. I can’t tell you how many tables I went to where demonstrative products sat flat on a table with no engagement at all.

Here’s what I mean:

 a. If you sell jewelry have a mannequin or better a live model actually wearing different pieces with different outfits. It’s one thing if you are wearing the pieces but imagine a live model moving through the crowd putting on and taking off pieces to show the versatility of mixing pieces, colors and styles together. I don’t know about you but that would catch my eye.

b. If you are promoting a dance studio then…do I have to say it…dance. Dump the table and just show me what you do!

c. If you sell an MLM online service then highlight the key result with an oversize graph, or provocative question.

4. Make sure that what you are promoting is understandable to anyone walking by your table should you be away from your table for a few minutes or engaged with someone else. I admit I had a bit of challenge with this at my first show.

In the past I confused people by putting more emphasis on my books rather than on the seminar (the real service I was promoting.) This time the book was credibility support only.

I passed some tables a few times just to see if I could figure out what they were selling without asking questions…honestly, I still don’t know what a few of them were offering.

5. Do something fun.

I wrote about this in a previous article. I have a big white board on an easel and hand write in large letters, FREE KISSES!

You can bet that gets attention. The women go directly to the big bowl of kisses and the men stop, look around with an uncertain look wondering if I’m promoting the real deal. Either way I win. What’s a few kisses among friends!

6. Understand that your energy and your engaging conversation opener is more important than anything else.

You can ask if they are also promoting a business or just networking. Either way it’s an opportunity to learn about them. Contrary to popular belief not everyone is your client but everyone has a story.

Just have fun and be of service!

Want to learn more? Get your FREE Elevator Pitch Kit and check out Speak Serve Prosper.

Communicating at Work –Would You Do Business with You?

If you are not regularly playing “mystery shopper” in your own business it just might be time to put on the dark glasses and experience your business from your consumer’s point-of-view.

Ask yourself the following questions before and during your evaluation:

1.  What is your first impression–not just from a personal encounter but from all communication touch points online and offline? How does this first encounter make me feel? Was I uplifted, frustrated, neutral or apathetic?

2. If you receive your product in the mail or delivery service ask yourself if the delivery was prompt. Did the packaging hold up? Was it too easy or too difficult to open? Was  there anything special about the packaging that caught my attention? Was the packaging excessive or lacking in protection?

3. What feelings came up when I open the product? Was it easy to use or complicated? Did the  marketing/sales materials match the product and my expectations? How do I feel about the company as a result of this experience? Continuously rate your “feelings and perceptions” on a scale of 1-10. Is your rating continuously high Read more

Quick Method to Connect, Promote and Sell More to Your Customers and Prospects

Do you know who you’re talking to?

I mean can you determine who your customer or prospective customer is in the first 15-30 seconds?

Well, you can if you observe and listen carefully and understand a few key elements of each style.  Determining the “buying style” can help you connect quickly and open a conversation that relates to the way your customer likes to buy. Knowing this information will save you time, keep you from “annoying” your customer and help you promote and sell more.

I refer to this system as the M.E.G.A Method and call the four styles, Methodicals, Expansives, Governors, Agreeables.

Here’s 5ways to figure out the “buying style” and quickly shift the way you respond for maximum connection:

1.      Respect the Driving Principle

a.      Methodicals : Be Accurate at All Costs

b.      Expansives :  Get It Done and Have Fun

c.      Governors :  Do It My Way and Fast

d.      Agreeables : Consensus Before Action

2.      Know How They Make Decisions

a.      Methodicals:  All the Information, Deliberate

b.      Expansives: Enough Info  in an Entertaining  Way, Spontaneous

c.      Governors:  Bottom Line, Fast

d.      Agreeables: Relationship First, No Decision Until Agreement

3.      Observe to Connect  – Pace, Posture, Energy, Eye Contact

a.      Methodicals: Measured, Contained, Low, Little or None

b.      Expansives: Swift, Relaxed Confidence, Kinetic Energy, Direct

c.      Governors: Quick, Confident, Controlled High Energy

d.      Agreeables: Moderate, Relaxed, Medium, Polite

4.      Listen to Connect:  Rate, Tone, Pitch

a.      Methodicals: Slow, Monotone, Low

b.      Expansives: Very Quick, Friendly, Moderately Loud to Loud

c.      Governors: Fast, Demanding, Booming

d.      Agreeables: Moderate, Thin to Mid-Tone

5.      Know What’s Important for Them

a.      Methodicals: Best Value

b.      Expansives: Visibility

c.      Governors: Status

d.     Agreeables: Friends & Family

Put this into practice and watch how quickly your sales will grow.

Want to use this article on your website or your own ezine? Share the knowledge but you MUST include the following: Allie Casey , Reinvention Specialist, can help you and your team ramp up your communication for more productivity  and profits and fewer misunderstandings and headaches. To get your F.R.E.E. audio course, more communication articles and information visit www.alliecasey.com.

Find more tips on workplace communication in Misunderstood! The Fast Guide to Communicating at Work– What to Say, How to Say It and When to Shut Up!

Business Communication – Customer Service – Intuition – What Counts?

I need to immediately replace my air conditioning unit–yes, the whole shebang. Why the urgency? I’m in Orlando–can you say 85 degrees plus humidity. Lucky for me I’m a warm weather gal but even I have my limits.

So I’m waiting for the second of the 3 AC services I’ve been in contact with to show up and give me a quote. Which, of course, got me thinking about how businesses communicate…you knew I was going there right?

The first contender, whom I called directly, shows up a few minutes late but he did call a few minutes prior to our appointment time to let me know he was running behind. No points off…he called promptly and I know how things go in labor service.

He explains everything and calls me to come downstairs Read more

Communication and Your Customers – 5 Tip-Top Tips

Short and sweet communication nuggets. Get into the customer communication game with these tips:

  • Business etiquette plus positive personality equals excellent customer service. Think Zappos!
  • Would you do business with you? Spend time being your customer, evaluate everything from reputation to referrals.
  • Make these ABCs essential to your business–Articulate what you do clearly and concisely, Build Rapport first, Confidence is what people notice first–own it!
  • Make listening easy for your customers–eliminate communication barriers. Take a moment to find out what might be in the way–an accent, speech pattern, distracting gestures…etc. and vow to banish it so you can be heard.
  • No matter what you are selling–ask for the sale. It’s a disservice to your customer if you don’t.

That’s today’s quick tips–add one of your own in the comments.

These tips and more like them can be found in my book, Misunderstood! The Fast Guide to Communicating at Work–What to Say, How to Say It and When to Shut Up. Pick up a copy today–you owe it to yourself. Click the book image on the right or go to Amazon.com. Don’t forget to pick up your 6 Part Audio Series, “The Power of Effective Communication” it’s FREE.

Serve Customers the Way they want to be Served

From Misunderstood! The Fast Guide to Communicating at Work–What to Say, How to Say It and When to Shut Up

Customer Service – Policy Plus Personality

From Misunderstood! The Fast Guide to Communicating at Work–What to Say, How to Say It and When to Shut Up