Tip of the Month
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Tip of the Month
Copyright 2001 Tom Marcoux
May 2001 Tip of the Month
"Give Wings to the Turtles on Your Sales Team"
Stop Wasting Your Time Trying to Convert Them to Racehorses -
Use Individual Strategies to Help Turtles Skyrocket Their Sales
by Tom Marcoux, America's Communication Coach, national speaker-author and business coach
"What can I do about slow people on my sales team?" a sales manager remarked. These slow people, or "turtles," don't make many phone calls or in-person presentations. The effective manager can help these reps increase their productivity. Too many novice sales managers waste time trying to change turtles into racehorses. Instead, we can work with turtles, fine-tune their turtle-tendencies, and give them wings! According to experts, the sales manager has many tools to lead the team members to new and more rewarding behaviors.
Where Sales Training Often Fails
A lot of sales training attempts to strip the turtle of its shell and replace it with another's. Let's visualize the shell or turtle's home as being made of two things: a) the rep's comfort zone and b) the rep's personality style. "The self-image controls what you can and cannot do in selling," says Phoenix-based Dan Kennedy, a consultant who has written about Zero Resistance Selling (Zero Resistance Selling, Dan Kennedy, Maxwell Maltz, et. al., Prentice Hall, 1998). Traditional sales training attempts to get sales reps to make big changes: go from introvert to extrovert in two steps or go from disorganized to anal retentive in one hop. Instead, we can work with your turtle's self-image where it is today. Then, as you develop the turtle's trust, add wings - customized strategies.
It Takes A Lifetime to Perfect One's Shell
As we mentioned the slow rep's shell is a) a comfort zone and b) a personality style. Just like a turtle, the slow rep retreats or pulls the head back into the shell. A lot of sales training is short-lived for turtles because they retreat to their shell. The turtles have taken a lifetime to perfect their personal coping behaviors. The effective sales manager works with the slow rep's self-image where it is today, and then helps the slow rep 'ratchet-up' to certain behaviors.
Take a Few Moments to Leverage Your Turtle's Individual Characteristics.
It just takes a few moments to work individually with your slow rep or turtle. A sales manager reported, "One of my reps said, 'When I reach the next level high wire, I have further to fall.'" The sales manager replied, "Let's bring your safety net up with you." Just like you work with a customer and gently probe for needs, you can work with your slow rep and discover insecurities. For example, a slow rep tells you, "Now, the prospect says I need to present to six top people at Big Company, Inc." You ask, "You do feel comfortable talking one-on-one, right?" The slow rep agrees. You continue, "Did you know there are ways for you to make talking to a group into a series of one-on-one conversations?" You then show the rep how to connect with people before the presentation, so the slow rep has friendly eyes to address during the presentation. You see the strategy here: you work with the slow rep's shell.
Give Wings to Your Turtle
After you have created trust with your slow rep, you can introduce specific methods that the slow rep can use. "It's not the facts that create people's viewpoints, but rather the way they are presented," says legendary spin doctor Michael S. Sitrick (Spin: How to Turn the Power of the Press to Your Advantage, Regnery Publishing Inc., 1998). The effective sales manager uses a special "spin" for giving the slow rep new methods. This strategic spin is to say, "See this is what you're already doing, and with this detail you can…" Downplay the newness or the change. Turtles don't want change; they want safety. Why else would they carry their house wherever they go?
Customize the Wings for Your Turtle
Use these three custom sets of wings to help your turtles fly to new levels of productivity.
1. Individualized Time Management Systems
2. One-on-One Coaching
3. Access Experts for Real-time Coaching from the Platform
Individualized Time Management Systems
Systems are what make top sales producers. The trick is to get a disorganized turtle to incorporate a new system. Here's how: have the slow rep integrate effective methods. You notice that the slow rep has yellow Post-it notes everywhere around the office. You ask, "Have you considered putting those Post-it notes in your day planner so you can bring them with you? You can add a bit of scotch tape on the note so it won't fall out of your day planner..." Thus, you are helping the turtle poke its head out of the shell.
"Systems can set you free," says Ralph Roberts, known as America's best-selling real estate agent (Walk Like a Giant, Sell Like a Madman, HarperCollins, 1998). Roberts breaks things down as far as possible: from the goal of selling 240 cars a year, to 20 per month, to eighteen presentations a day to sell one car. Roberts says, "That means you have to meet with just two prospects each hour of each day you work." The effective sales manager helps the slow rep break his/her tasks down.
Effective time management is based on two principles (reported by Tom Marcoux, Communicate to Win, Marcoux Media, 2000) of Emotional Self-Leverage(tm). Different turtles respond better to a) the pull of pleasure or b) the push to avoid pain. The effective sales manager works with the turtle in a one-on-one coaching pattern.
One-on-One Coaching
"It doesn't take a lot of time, it just takes a small amount of time each week," said one sales manager. It is crucial that you coach your slow rep one-on-one. Place it on your to-do list for the week. Also, notice that some of your best coaching will happen in the car on the way back from a presentation in the field or over a cup of coffee at a fast food restaurant. Look for "teaching moments" - which occur when the slow rep asks YOU a question. When that happens, try to drop everything because that's when a turtle is most receptive. Try new ways to reach the person. "Don't be afraid to make mistakes. Things are bumpy along the road, but you need those bumps in order to learn," says Felicia Lindau, founder of Sparks.com (as reported by Elizabeth Carlassare, DotCom Divas, McGraw-Hill 2001).
Let's say, you want to assist a turtle to improve in asking for referrals. You begin with something the turtle is already doing well. You say, "Sam, you know how you've mastered asking, "Who in addition to yourself is involved with making decisions like this?" Sam nods. You continue, "Let's use the same pattern for the end of your sale. How about saying, 'Who do you know who has a similar position to yours - perhaps a vice-president of marketing in a different company - who might be able to beneft from my products...?" This 'who do you know' pattern comes from Connecticut-based sales coach Joy J.D. Baldridge (The Fast Forward MBA in Selling, John Wiley & Sons, 2000). You, as a effective sales manager, avoid presenting the 'who do you know' pattern as something new. Instead, you said, "Let's use the same pattern..." That is effective one-on-one coaching for turtles!
Access Experts for Real-time Coaching from the Platform
Turtles need to ask their questions and get answers. When bringing in an outside speaker to train your sales team, emphasize that you want specific portions of the presentation to focus on your sales team's questions. Also, you want a trainer that will customize his or her answers to the turtle's individual style. Notice if the trainer is known for glib answers. Turtles respond better to real answers to their real problems. Real-time Coaching from the platform is a special benefit because the speaker already has credibility, and the turtle can take the individual attention to heart.
Conclusion
The turtles on your sales team can fly to new levels of closed sales. As an effective sales manager, you now have the power of two strategic methods: meet and guide the slow rep via his/her Shell (comfort zone and personality style) and help the slow rep add Customized Wings to the Shell. Save your time. Stop trying to convert turtles to racehorses. Help them be the best turtles possible, and with new wings they can skyrocket your sales.
Tom Marcoux, America's Communication CoachTM and author of Communicate to Win: Influence Your Way to Success and Happiness is a national speaker-author, motion picture director, sales coach, and personal/professional coach and founder of eTimePulse.com. As a professional speaker, he is a member of the National Speakers Association. Tom is the author of Give Wings to the Turtles on Your Sales Team and is known for his Real-Time Coaching from the platform. www.TomMarcoux.com email him at tom_marcoux@hotmail.com or call 415-643-0763.
Copyright 2001 Tom Marcoux
Tip of the Month
Copyright 2001 Tom Marcoux
Jan 2001 Tip of the Month
"Communicate to Win"
by Tom Marcoux, America's Communication Coach, national speaker-author and business coach
We seek to make people feel comfortable with us so they flow in the direction we are targeting whether we want to close a sale, support a friend or get a teenager to empty the garbage.
Make More Money
The question for many career-oriented people is "How can I make more money and feel good about how I work with and serve my clients?" Feeling good is crucial so that we have the personal energy to push ourselves to make more calls and see more people. Effective communication helps you attain these goals. The process is to become an A.C.E. of communications. Here is the acronym that we use:
A - Activate with questions
C - Create common concerns, traits and feelings
E - Energize as their trusted advisor
Activate with questions
You are creating rapport when you're listening. The fastest way to start listening is to ask a comfort-creating question. Discover your client's values with: "What is most important to you in _____?" Uncover how the client wants it with: "In order for you to feel ______, what has to happen?"
Create common concerns, traits and feelings
A powerful idea is: "They're not concerned with how much you know, but how much you care." Many novice salespeople use the erroneous spray and pray method. They spout benefits without asking questions. As a faculty instructor of technical communications at Cogswell Polytechnical College in Silicon Valley, I guide my students to create a human connection through every mode including e-mail messages. People tend to like people they feel are similar to them. Discover what is important to people and only speak in line with those topics.
Energize as their trusted advisor
Prospects are extremely sophisticated today. People are more inclined to work with people they trust. You have already demonstrated your care by leading with comfort-creating questions. Other elements include body language, voice tone, and wardrobe. One author pointed out, "Don't try to sell tractor equipment in a tuxedo." Make sure that everything about you, including your word choice, your printed materials, your smile - all help your client feel: here is an expert I can trust.
Working with people in the respectful manner of an A.C.E., we feel good about our work and our lives - and a byproduct is that our business transactions turn out well.
Tom Marcoux, America's Communication Coach and author of Communicate to Win: Influence Your Way to Success and Happiness is a national speaker-author, motion picture director-actor, sales coach and personal/professional coach. His private workshops have benefited professionals from numerous top corporations. He is a faculty instructor at Cogswell Polytechnical College in Silicon Valley, California.
Tip of the Month
Copyright 1999 Tom Marcoux
August 1999 Tip of the Month
"Enjoy, Succeed, Relax"
by Tom Marcoux, national speaker-author and business coach
Winston Churchill was called upon to make a profound speech to a graduating class of college seniors who really were the future of his country. He stood up, paused, and said, "Never ever, ever, ever, ever give up." And he sat immediately down. The listeners were stunned.
In a similar style, here's this month's tip:
"Enjoy, Succeed, Relax."
When you enjoy the process, you are likely to do more of the tasks. History reveals that people who enjoy great success, find something they do enjoy.
Relaxing is a crucial part of your journey. Top achievers alternate their active times with recovery times.
Happy times,
Tom Marcoux
* When you want to leap to the next level of success, call (415) 826-1409, to engage Tom Marcoux as your personal and professional coach.
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"Aligning Marketing with the Spirit"
by Tom Marcoux, national speaker-author and business coach
In my new audioprogram: "Who Says Marketing Can't Be Spiritual: Feel Good About Marketing and Get Results," I cover a number of ways so that we can align marketing with our life purpose and personal spirituality.
TIP #1: Be Truly Helpful - A spiritual phrase I have heard is: "I am here only to be truly helpful.' The basis of spiritual marketing is 'helping them to know how you can help them.' Focus on how you can serve people. Put the relationship first. People are more likely to purchase items from a friend than a stranger. It often helps to start with the idea: how can I be more helpful? For example, in writing this paragraph, an idea flashed in my mind on how I can be more helpful. [Call 415-826-1409 about how to get a FREE copy of the "Who Says Marketing Can't Be Spiritual" audioprogram]
TIP #2: Start Helping Them Already - Begin your relationship with someone who can become a client by helping the person get something she wants. For example, many people order my free special report 'Power Time Management: Gain 2 Hours of Productivity Each Day.' Recently, one person said, "I have your mini-poster next to my computer for easy reference." Immediately, she felt the benefit of information to help her be more productive. She then engaged me for two hours for a special consultation. My poster conveyed my expertise; and the poster planted the idea that I could help her business in other ways.
When you begin any marketing task by reminding yourself 'all of this is about being helpful'; you feel better!
Tom Marcoux
(July 1999)
* When you want to leap to the next level of success, call (415) 826-1409, to engage Tom Marcoux as your personal and professional coach.
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"Crucial Process: Link an Empowering Emotion to your Objective"
by Tom Marcoux, national speaker-author and business coach
In my new book Get the Part: A Director's Secrets for Your Successful Auditions, I refer to the power of having an objective. The actor performs well when she uses a clear objective like: "I want to ENCOURAGE Janet so she enters the song contest."
We focus on a verb, a person receiving the action, and a desired response.
Here is the crucial distinction:
To consistently create the life of your dreams, you need to LINK an empowering feeling to your objective. Here are examples:
"I want to CLOSE ten sales in two weeks so I earn a promotion AND I FEEL proud of myself."
"I want to COMPLETE my motion picture so I am a full-time motion picture director AND I FEEL the thrill and pleasure of leading a team and creating worthwhile projects."
"I want to COMPLETE my degree so I can change jobs to one that uses my joyful talents AND I FEEL happy getting up in the morning."
Write down three objectives, ADD an empowering feeling, and place your notes in your day planner as a bookmark.
Let's remember that feelings move us to take action.
Tom Marcoux
(June 1999)
* When you want to leap to the next level of success, call (415) 826-1409, to engage Tom Marcoux as your personal and professional coach.
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"Clearly Focus on Your 'Objective'
and Make Your Life Fulfilling'"
by Tom Marcoux, national speaker-author and business coach
This month, my new book Get the Part: A Director's Secrets for Your Successful Auditions , debuts. Here is a concept from this book. In order for an actor to perform well, she needs to use a clear objective like: "I want to ENCOURAGE Janet so she enters the song contest."
We focus on a verb, a person receiving the action, and a desired response.
To make your life fulfilling, choose your objectives.
Here are examples:
"I want to CLOSE ten sales in two weeks so I earn a promotion."
"I want to COMPLETE my motion picture so I am a full-time motion picture director."
"I want to COMPLETE my degree so I can change jobs to one that uses my joyful talents."
Write down three objectives, place your notes in your day planner as a bookmark, and view them daily. You'll enjoy more progress.
The best to you,
Tom Marcoux
(May 1999)
* When you want to leap to the next level of success, call (415) 826-1409, to engage Tom Marcoux as your personal and professional coach.
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"Transform Your Life and Become a Hero'"
by Tom Marcoux, national speaker-author and business coach
This month, my new book New Millennium - New You debuts.
Here are some insights included in the book.
You can consciously choose how you will transform yourself in the New Millennium. We will use 'the Hero's Journey' as a pattern for this process. With this process, we will define a 'hero' as a "Transformed Person" who has grown to the next level of their personal development.
As a film director and screenwriter, I have studied the common elements that form much of the world's powerful storytelling.
The crucial distinction is that you can become the hero in your own life story -- in the New Millennium.
Joseph Campbell, the author of The Hero with A Thousand Faces, researched the common elements of the world's literature and discovered 'the Hero's Journey.' Then Christopher Vogler, author of The Writer's Journey, adapted Joseph's model for the screenwriting process.
A hero is introduced in THE ORDINARY WORLD. Next, the hero is presented with a CALL TO ADVENTURE. The hero often REFUSES THE CALL.
In our daily lives, we live in a hectic, busy ordinary world full of routines. But we are often presented with Calls to Adventure: a flyer about a class that looks interesting or 'by chance' we hear a remark that sparks our imagination. Many of us Refuse the Call by responding in a reflex manner: "I'm too busy. I'm too tired after work..."
Right now, write down three possible Calls to Adventure that have appeared for you in the last month. Note how you may have Refused the Calls. Finally, note how your life might improve if you did answer a Call to Adventure.
Happy times on your adventure,
Tom Marcoux
(April 1999)
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* When you want to leap to the next level of success, call (415) 826-1409, to engage Tom Marcoux as your personal and professional coach.
"Get Support and 'Touch Your Heart's Desire'"
by Tom Marcoux, national speaker-author and business coach
As a professional and personal coach, I help my clients develop plans and take action consistently to make big dreams come true. This month I'll share the following excerpt from my book, Touch Your Heart's Desire, 2nd Edition:
The Legend of Supporting Branches
A young woman was a successful doctor in the village. She was known as a compassionate and sensitive healer. People felt better simply when she entered a room. Then day by day she built a wall around her heart.
The patients just kept coming and coming -- all needy. The doctor found herself eating lunch on the run and working more and more hours. Finally, she was walking in a bit of a daze. One day, on her lunch break, she walked briskly to get some medical supplies form a nearby village. She was so tired and distracted she did not watch her step. She slipped and tumbled over the edge of a cliff!
Her hands frantically reaches out...-...and barely caught on tiny ridges of the shear face of the cliff. Her feet dangle over space one thousand feet up.
"...help," she called. Just then, the Wise One of the village mysteriously appeared. "Help me," said the woman. "Let go," Wise One replied. "Let go?!" the woman thought, "I'll be torn to shred on the rocks below!" Wise One said again firmly, "Let go." The woman was tempted because she had heard that Wise One's strange advice tended to work.
Yet the woman held on. Soon her hands gave out and she fell... -...and was caught by three branches jutting out of the cliff. "To your left, there is a path," said Wise One. The woman went from the branches and up the path to where the Wise One stood. Wise One began, "You were caught by supporting branches. I planted those.
Perhaps, you need supporting branches elsewhere in your life..."The woman began visiting Wise One, and she began planting her own supporting branches: -- she went to a neighboring village and introduced herself to a doctor there. They became friends, sharing their challenges and feelings. -- she exercised, doing flowing martial arts movements with Wise One. -- she changed her approach to her work...
Weeks later, the woman walked with a smile and came upon the cliff where she nearly lost everything but gain balance, instead. Wise One mysteriously appeared and said, "Plant your supporting branches and tend your garden."
(14 legends are included in Touch Your Heart's Desire - book or audio program)You'll find it in our bookstore
Method #1: Use Forms of "Support" that you can reach for anytime you need to. Daily, I read books that inspire me and that provide me with effective methods to help me create more inner peace and success. I listen to audiobooks while exercising.
Method #2: "Gather in Peace" * 'Gather in Peace' is a phrase I use to refer to the support of a group or class that brings you comfort and/or insight.
Method #3: Support Your Body so that it can support you. Everyday, I exercise. I have created a Self-Leadership Chart (described in my book, Communicate for Results) so that I can log my daily efforts and progress. Each time I note my exercise activity for the day I feel great. Stephen Covey says that everyday, people need a personal victory -- and exercising is one of my victories.
Method #4: Get Expert Assistance - Wise One, in the legend, emphasizes the need to 'let go.' Albert Einstein mentioned that we will not get different results if we use the same kind of thinking that put us into the mess in the first place. When you want to make a career change, it helps to get expert assistance. A personal and professional coach can help you make a plan and stick to your plan. Your coach will help you push through your 'blocks' and take consistent action. None of us has time to reinvent the wheel, and that's why it pays to invest in yourself and your growth -- by engaging expert assistance. I know someone who tried for three years to learn how to ride a unicycle. He gave up -- when in just a half-hour with an expert, he would have learned the skills to greatly improve his performance. Even athletes on the level of Michael Jordan have a coach. Remember, you are worth it! -- to have the support you need.
When you're interested in leaping forward, contact West Coast Business Academy (415-826-1409) to engage Tom Marcoux as your professional and personal coach.
Make today your first step on your next adventure,
T om Marcoux
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"Increase Your Stamina: Seize 'Recovery' Opportunities"
by Tom Marcoux, national speaker-author and business coach
Researchers have discovered that when a top tennis athlete is playing a 2-hour match, she is only straining for 25 minutes of those two hours. The most effective athletes use the other time for "recovery."
Business professionals can use this "alternate action with recovery" principle to increase concentration and productivity.
Seize Your 'Recovery Opportunities'
Tip #1: Work 50 minutes; Rest 10 minutes - Years ago, I discovered that I could study for twelve hours by giving myself ten-minute breaks after each 50-minute session. This process enhanced my concentration.
Tip #2: Take a Power-Nap - Researchers are finding that between 2 pm and 4 pm, many people experience an energy-decrease. Closing your door and taking a ten-minute nap can give you an energy 'booster shot' that will give enhanced productivity for one hour and ten minutes.
Use Exercise as 'Recovery Time' - Taking a walk around the block can give you the energy boost you need. Burnout comes from not alternating energy-output time and recovery time. Make it part of your daily strategy to schedule in 'recovery times.'
The best to you,
Tom Marcoux
(For more information including details about motivational and tracking systems, see Double Your Sales through Customer Delight)
To schedule Tom Marcoux for a keynote presentation, a sales meeting presentation, or half- and full-day program, call (415) 826-1409 See our Delighted Seminar Attendees Comments
(February 1999)
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"Take One More Step; Take a Different Step"
by Tom Marcoux, national speaker-author and business coach
This month, I am giving a sample of techniques from one of my seminars for corporations and associations.
Seminar Topic: "Mighty Marketing"
Tip #1: Take One More Step - One of my colleagues was using an E-zine (an 'electronic magazine' which is a newsletter sent out as an e-mail message). She was discouraged that she hadn't seen "that much more business" from her efforts. She was considering the idea of dropping this form of marketing. I mentioned that she is planting seeds, and no one knows exactly when a "seed will blossom." It helps when we focus on taking one more step -- instead of lamenting "I'm going to do these newsletters the rest of my life?!" Presently, she is still sending out her monthly E-zine, and taking it one month at a time. Also, writing a monthly article still benefits her in that she is consistently creating material for speeches, books, and periodicals.
Tip #2: Take a Different Step - On the other hand, I noted a celebrated author's comment about "quitting some things in favor of doing something different." He mentioned that Thomas Edison tried 5,000 different experiments and different materials in his quest for perfecting the lightbulb. Let's notice that "practice does not make perfect" when we're "swinging the golf club incorrectly." We just deeply ingrain a bad swing. Our solution is to monitor our results and to try various methods. And to seek coaching.
(call 415- 826-1409 to engage Tom Marcoux as your coach when you're interested in reaching your next level of success.)
The best to you and your loved ones this new year.
Tom Marcoux
(For more information including details about motivational and tracking systems, see Double Your Sales through Customer Delight)
To schedule Tom Marcoux for a keynote presentation, a sales meeting presentation, or half- and full-day program, call (415) 826-1409. See our Delighted Seminar Attendees Comments
(January 1999)
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"Keep High Touch in High Tech -- and Develop Leads-Power"
by Tom Marcoux, national speaker-author and business coach
This month, I am giving a sample of techniques from two of my seminars for corporations and associations.
Seminar Topic: "Keep High Touch in High Tech - for better results"
Tip #1: Use your voice instead of e-mail for negative information - E-mail is great for quickly distributing non-threatening general information. However, if you have to give feedback that may feel painful to the recipient, then 1) try to give the feedback face-to-face or, if necessary, 2) call the person on the telephone. Researchers emphasize that your vocal tone provides approximately 35% of the impact of your message. Therefore, you can soften a message by 35% when you talk with someone.
Tip #2: Use a "straw-man" and the word "we" when pointing out flaws - Let's say you notice a design flaw in the software program your team is producing. Here is an effective way to point it out: "Joe, if the user said that pop-up window A was confusing, how would we handle that?" In this example, we're using a fictional user (a "straw-man"), and we're saying that "we will handle it." This example emphasizes that "we're on the same side."
Seminar Topic: "Leads Power: Create Power Referrals and Consistently Follow-Up"
Tip #1: Offer something - When you meet someone for the first time, you can immediately offer a "listening ear." You get into 'listening mode' by asking appropriate questions. In order to help members of my network, I often ask, "How can I be supportive of what you're doing." Recently, a new contact responded that she was looking for HR professionals to participate in a video program. Asking a question was my only way to know what to offer that could help her. I connected her with HR professionals and, in return, she connected me with associations that eventually benefited from my presentations.
Tip #2: Use a Self-Leadership Chart to consistently follow-up - On the Chart, I identify various daily tasks like follow-up calls, sending articles of interest, sending thank you notes, and others. It is important to use a "checkmark" for checking the chart. This keeps the major tasks in mind so that you won't let two days go by without doing something positive. Also, give yourself a reward for each time you follow through. A reward could be simply taking a ten minute break for a walk or to read a favorite book.
The best to you and your loved ones this holiday season.
Tom Marcoux
(For more information including details about motivational and tracking systems, see Double Your Sales through Customer Delight)
To schedule Tom Marcoux for a keynote presentation, a sales meeting presentation, or half- and full-day program, call (415) 826-1409
See our Delighted Seminar Attendees Comments
(December 1998)
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"Creating Rapport"
by Tom Marcoux
In my seminars and presentations for firms and associations,
* Double Your Sales through Customer Delight
* Communicate for Results
* First Impressions: Breaking the 4-second Barrier,
...I emphasize the process of creating rapport. I use an acronym "D.E.L.I.G.H.T." The "L" represents "listening."
It is crucial to get into "listening mode" as soon as possible. I emphasize that it's best when we offer something to the new person. We can offer our "friendly, listening ear."
We get into listening mode by asking appropriate questions like:
- Who is your ideal client?
- What are you looking forward to?
- What are your hobbies?
- How can I be supportive of what you're doing?
Often, my clients practice conversation skills with me. Today, you can practice these questions with a friend, tape recorder, or video camcorder.
The successful path during our journey of life is paved with our service to others. When we ask appropriate questions, then we discover what other people need...and then we can help them.
(For more information including details about motivational and tracking systems, see Double Your Sales through Customer Delight)
To schedule Tom Marcoux for a keynote presentation, a sales meeting presentation, or half- and full-day program, call (415) 826-1409. See our Delighted Seminar Attendees Comments
(November 1998)
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"Power-15"
by Tom Marcoux
"I don't have time for another project!" many of my workshop participants exclaim. In creating a great job performance evaluation, we do have a new project: "making improvements and being recognized as a top performer."
I have discovered a method to create continual progress. I use a Power-15, that is, I devote fifteen minutes a day to the "critical inch" for improving my job performance. For example, I felt that a book, Chocolate Chips Make Anything Better would become popular and serve many people. My first thought was that I did not have time to add cartoons to it. However, I realized that an excellent product could help my career leap forward to the next level of success. So I committed to devoting only 15 minutes each morning to the project and drawing eight cartoons. With a total of 148, I pulled the 10 best and put them into the book. Yes, we can get a lot done in 15 minutes a day. Let's remember that 15 minutes a day over five days equals one hour and 15 minutes. 15 minutes over 50 work weeks equals 62.5 hours. just imagine if you devote over one work-week to improving your job performance!
* For further details about working effectively for recognition and rewards see Tom's book, How to Earn Outstanding Performance Evaluations
(October 1998)
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"Stand out as an Effective Team Member -- at meetings"
by Tom Marcoux
Often, supervisors are not fully aware of what team members are doing on a day-to-day basis. So it's crucial for us to shine during meetings:
- Come across as "for" something. You will be seen as effective and constructive.
- After the decision has been made, "pitch in." You can say, "Well, I was uncomfortable with this idea at first. But now that the team is going forward, you can count on my full support."
- Deliver your message to the styles of the attendees. Deliver your message in the modalities: visual, auditory, and kinesthetic. During a meeting, Linda Chappo said, "Take a LOOK at our new book Chocolate Chips Make Anything Better....HEAR a bit of our audio business card....here's a calculator, you can TYPE IN this number..."
Prepare before the meeting. To ensure that you do your "homework," link empowering emotions*. Identify a self-reward.
* For further details about working effectively for recognition and rewards see Tom's book, How to Earn Outstanding Performance Evaluations
* For further details about breaking through procrastination and making sure yhou do your "homework," learn about Emotional Self-leverage in Tom's book, Wake Up and Smell the Money (4th Edition, on time management)
(September 1998)
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"Leap Forward through Positive Measurement"
by Tom Marcoux
When you want to improve it, measure it. Also, make measurements positive so they protect your feelings. Much of my work is based on my focus on "emotional self-leverage." For my professional and personal coaching clients, I often help them create empowering habits of measurement. We use the acrostic "I CAN":
I- Immediate Feedback-Note your progress immediately -- and enjoy a burst of energy.
C - Control behaviors-Let's measure what we can control. For example, we can't control how many sales are made on a particular day. However, 25 extra marketing calls per week must yield more closed sales, ultimately.
A - Award improvements-Don't wait for company incentives like a paid vacation. Track improvements and reward yourself daily.
N - Notice a key detail (on a line graph)-I've advised clients to use a chart for noting daily marketing calls and follow-up faxes they send per day. It's amazing how looking at a chart will give you the extra push to keep your score up and to beat your old score.
You deserve the best. Help yourself rise to the next level of success -- through positive measurement.
(August 1998) * further details found in Tom's book, How to Earn Outstanding Performance Evaluations
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"Double Your Sales through Customer Delight"
by Tom Marcoux
The top principle of "Double Your Sales through Customer Delight" is "to provide something extra and surprising." Anyone can create a satisfied customer. But delighted customers give you referrals that lead to more closed sales!
Ms. Marty Rodriguez (top real estate agent
in the world for Century 21) uses strategy to convert prospects to clients. She says, "We offer a process for people trying to reduce their taxes. It's a free service that some people don't bother with."
Joe Girard (the World's Greatest Salesman, noted in the
Guinness Book of World Records) would personally ensure that this customers would well-treated in his firm's repair department.
Anita Roddick (founder of The Body Shop) guides her business on "qualities like love and care and intuition." We learn from these highly effective people that extra care and service create prosperous results.
Recently, when I spoke with Myriam Chen (CEO of Chen & McGinley Inc., the 18th largest woman-owned business in the San Francisco Bay Area), she emphasized, "Our job is to facilitate the convenience of the client. Delighted customers are more than just happy, they are trusting you. A delighted customer has no hesitation to pick up the phone and say, 'Myriam, please help me with this.'"
As I train salespeople across the nation, workshop participants mention how the acronym "D.E.L.I.G.H.T." helps them to internalize the training. We need a desire to serve, and to connect with our personal enthusiasm. We focus on providing extras. We practice powerful listening. We help the prospect feel her importance as a person. We meet our goals. We help people constantly. Finally, we use tracking systems for our "customer delight" efforts.
(For more about motivational and tracking systems, see Double Your Sales through Customer Delight)
(July 1998)
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"When the downside is small, decide quickly and take action."
by Tom Marcoux
Workshop participants frequently ask me to help them break through procrastination. One of many methods I share is to use the principle: "When the downside is small, decide quickly and take action....the technique is to make the downside small." For example, many people hesitate to make an audio business card or speaker product (see Mighty Marketing) because they're focusing on printers' advice: " to make duplication cost effective, make many copies." However, making 1,000 copies or 5,000 copies is still a sizable investment of capital.
My solution is to do "short runs" (small quantities) and let the market tell me which program needs a larger run (our book Wake Up and Smell the Money is in its 4th Edition). In this way, I do not hesitate to create a new product. And I eliminate hesitation or procrastination.
So take a look at what you're procrastinating on. Is there some element of fear? Can you reduce the downside? The most effective people in the world are not perfectionists -- they are people who get things done after consciously deciding what would make a project stand out as excellent.
(June 1998)
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"Keep Score and Achieve More"
by Tom Marcoux
When I speak throughout the United States, workshop participants frequently tell me that the idea "keep score and achieve more" is very helpful to them. The distinction I provide is for us to separate "efforts" and "results." With motivational and tracking systems (see Double Your Sales through Customer Delight), I help workshop participants preset their "self-rewards" for efforts (like 30 phone dials) and results (like 4 appointments set). In order to set 4 appointments, we often find that we need to dial 30 phone numbers. By the way, when I dial 30 phone numbers, I often get 20 voice mail systems. Before I began using my Daily Score Tracking Plan (see Wake Up and Smell the Money), that would be discouraging. Now that I systematically "keep score and achieve more" I keep up my own morale.
Finally, I want to emphasize that we need to "keep score" of our efforts because most of the time we find ourselves in the middle of "the process." The "big experiences" (like when I completed my motion picture that went to the Cannes Film Festival) happen for relatively short times. Let's enjoy the process as we consciously "keep score and achieve more" and reward ourselves throughout each day.
(May 1998)
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