September 6, 2008
I just got a lead from someone who left a message saying he wants to have appointments set on his behalf.
I used to consider these inquiries a nuisance, because it would bother me to ignore them, and I didn’t feel I could benefit from them, directly.
But now, I take a different tack.
For example, at present, my firm doesn’t do appointment-setting, but we know others who do.
So, without hesitation, I didn’t call him to say no; I passed along his inquiry to someone who can say yes.
I won’t earn a spiff, a commission, or a referral fee of any kind.
But it’s in everybody’s interest to make the economy more efficient, so instead of sitting on this lead, I sent it out as soon as I could, which happened to be within five minutes of receiving it.
This is the second time this week that I’ve done it, and I know, somewhere in the ether, someone, the great Overseer of All Business, is keeping track, and my very minor generosity will come back to me.
Perhaps multiplied, as some folks believe.
No matter, we should develop a small but responsive network of people to whom we can distribute excess or not quite relevant leads, if for no other reason, than it feel so good, and makes us feel we’re making a contribution.
Dr. Gary S. Goodman, President of Customersatisfaction.com, is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Reach Out & Sell Someone® and Monitoring, Measuring & Managing Customer Service, and the audio program, “The Law of Large Numbers: How To Make Success Inevitable,” published by Nightingale-Conant. He is a frequent guest on radio and television, worldwide. A Ph.D. from USC’s Annenberg School, a Loyola lawyer, and an MBA from the Peter F. Drucker School at Claremont Graduate University, Gary offers programs through UCLA Extension and numerous universities, trade associations, and other organizations in the United States and abroad. He holds the rank of Shodan, 1st Degree Black Belt in Kenpo Karate. He is headquartered in Glendale, California, and he can be reached at (818) 243-7338 or at: gary@customersatisfaction.com.
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September 4, 2008
Most small business people do not take advantage of human relationship issues. They do not understand that being nice and friendly, out going and enthusiastic pays high dividends. When you are out and about in public you should always wear a smile, wave, honk and have a positive displacement. Such a public image makes people wish to do business with you, it is a good thing.
Waving
When you’re driving around town, remember to wave to your regular customers, your corporate customers and even non-customers. Soon you’ll notice everyone is waving in your direction, honking their horn and some may follow you to your next stop for service just to get a business card. When you are driving a company vehicle with a magnetic sign on it, you are advertising, if you follow that up with a high-energy attitude you will attract new customers and enhance referrals from your previous golden customers. Sometimes you’ll need two hands to wave to everyone and won’t be able to shift the standard transmission in your car or truck. Encourage your crews to show the same friendliness and enthusiasm when driving any of your company vehicles.
Honking
If you drive by a business where you know a lot of people and customers, announce yourself by honking. Catering trucks do it all the time. Honk and wave when you go by a gas station even if you don’t know anyone there, because someone will think your friendliness was directed at them and will wave back. Others will assume you were waving at someone else and that you must have lots of friends around town.
Thumbs Up
Give the thumbs up sign to police and fire vehicles. Give a thumbs up especially to the police. Due to the nature of their job, they believe that no one likes them and the fact is that many people don’t. After all, no one likes to get a ticket. A lot of people do like police officers and if you let them know you’re on their team and appreciate their efforts to keep crime under control, you create instant good will with the police department. If the police wave back to you at a crowded intersection, this increases the public’s recognition of your role as a positive, contributing member of the community and makes people feel safe and happy about your service as well.
Grocery Stores
When you’re in a grocery store and you are wearing your company logo on your shirt it helps to smile at people and make positive eye contact. Be friendly at all times, especially in line where you are most able to make personal contact with others. It makes people happy even though you both have to wait in line. Make sure you always carry business cards with you.
Be proactive when you are not a work too and any time you are in public, it is best way to win friends and influence people. It is a good idea and it adds positive vibes for the entire community. Think about it.
“Lance Winslow” - Online Think Tank forum board. If you have innovative thoughts and unique perspectives, come think with Lance; www.WorldThinkTank.net/wttbbs/
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