2 Ways to Sell.

I was reading a lot on the subject of sales recently. I had to travel and came across a book on sales. We are all sales people. We have to pitch ourselves to clients or to the HR department for the job, etc. But what happens when you are the actual sales person who has to bring in clients? Are you stuck in a rut and using the same hum-drum tactics.

After much reading, I have discovered the following best sales tactics.

1. Ask for the business directly. This simply is presenting, asking and answering questions, and then stating that you have answered all the questions and it sounds like they (your audience) are ready to move forward. Then, boldly, present the contact and take care of the business now- or as quickly as possible. Being blunt and to the point, yet polite, does work and works often.

2. Time sensitive matters. If a potential client has been on the fence about moving forward, then give them a deadline as to when pricing will expire or go up. Either you have their business or you don’t. The time sensitive issue will clarify this immediately.

There are, of course, other tactics that do work. You want to use something that is ethical and comfortable for you.

Until Monday,

Twyla N. Garrett

Customer Service 101

I wanted to talk a bit today about customer service. It is a vital component of running any business. So, how do you know if your customers are running into excellent service if you are not busy on the front lines?

1. Call your main phone number (disguising your voice if you have to.) Are you happy with what you hear (and how long it takes to get someone to pick the phone?) Would you describe what happens as "welcoming?"

2. Log on to your website. Is it engaging? Friendly. Easy to navigate? Sending the message you want?

3. Eavesdrop on a conversation one of your employees is having with a customer, or potential customer. Are you happy with the way it went?

As a business owner, it is important to mark these three steps on your calendar at least every other month. If you feel your company’s customer service failed in response to questions 1 – 3, then you need to address why and then what the recovery plan is going forward.

I hope this information helps you mold your continued customer service plans and prevent issues for arising.

I will be off of the blog until Monday, July 7th. Happy 4th of July everyone!

Twyla N. Garrett

How to handle a natural disaster or act of violence at work.

I help businesses and government agencies prepare for and prevent disasters of all types. But, for those of you who can't hire IME's services, here are some basic steps to handling a disaster event at work.

Start with signing up for the American Red Cross' First Aid|CPR |AED classes. The website reads, "Would you know what to do in a cardiac, breathing or first aid emergency? The right answer could help you save a life. With an emphasis on hands-on learning, our First Aid/CPR/AED courses give you the skills to save a life. All course options align with OSHA’s Best Practices for Workplace First Aid Training Programs and are available in classroom and blended learning formats. Certification is issued upon successful completion. Free online refreshers are available with all course options."

2. After attending to any urgent medical needs, revert into your company's Emergency Protocol. If you haven't developed one yet- do so. Not only does this act help you save money on company insurance, it saves lives!

3. If the incident is a violent one, or a verbal bullying issues, report it to law enforcement. You may have survived the incident (or witnessing it), but the same person can commit the act again- or escalate it by returning with weapons hours later. Take notice and report all minor acts of violent of verbal abuse to law enforcement and have the employee removed from the building.

4. Know key state and national resource numbers. During a violent or natural disaster it is possible for communication lines to go down. Don't be lost without resources. Physically write down key numbers to employees and resources and keep them in your purse or wallet.

5. Have guiding principals in place to address disasters at work after the fact. These should include, but not be limited to;
- Treat all matters seriously.
- Don’t victimize anyone who was a witness to a violent act or the victim of a natural disaster by improperly question them.
- Act with impartiality towards all parties, avoiding any personal or professional bias.
- Consult with health and safety representatives.
- Document the process, recording all meetings and interviews with details of who was present and agreed outcomes.

Until next time,
Twyla