relationships Archives - Page 2 of 2

14
Feb 17
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Build Customer Relationships and Long-Term Wins

Tags : customer service long-term relationships win

Sometimes the problem with, “Get the deal now!” is that it doesn’t build anything. When you’re trying to build customer relationships are you focused on a short-term fix or long-term gain?

Get the dime in your pocket now and worry about tomorrow later might sometimes seem like the best tactic. After all, you’ve achieved a win. Leading early is often good, but it doesn’t guarantee you’ll finish the race or win the game.

Short-Term Fix

Sometimes the short-term strategy creates a long-term loss.

You might push to close a sale even when it doesn’t align with the customer need. Perhaps you’ll persuade your way with a suggestion of scarcity.

Alternatively you might try to shove your way around with fear by pushing hard for the extended warranty. As a final stand, you might jump up and down, pitch a fit, or hold your breath until you get a yes.

When your short-term strategy is over will you still have any long-term customers?

Build Customer Relationships

There are a lot of businesses that don’t have continuous daily transactions with the same customer.

The realtor, the plumber, and the consultant, when they’re doing their job right it isn’t about a one and many, it is more about a one and done. With a job well done their customers might not come back around for many months or even years.

When you’re considering the customer experience, their satisfaction, and relationship longevity, it has to be built on long-term values, not on short-term wins.

Your culture and brand aren’t built overnight and neither is your reputation.

When you’re building a lasting impression, creating long-term value, and doing it with customers who trust you, you’ll create the kind of win you need. You’ll create a customer experience where the story of your quality and commitment are told, over and over again across time.

The thing of it all is people still talk, and more importantly, they get social, on-line. Some proclaim that word-of-mouth is now world-of-mouth. I think they’re right. What talk will you create?

Long-Term Win

A quick fix or short-term win to put a dime in your pocket today might not be a long-term win. In fact, it could have the biggest cost of all.

Build customer relationships and go for the long-term win.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

22
Dec 16
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When Your Boss is the Problem

Tags : boss problems relationships supervisory

You’ve probably already heard a version of this, but there is a popular phrase that has been around for years. It goes something like this, “People don’t quit companies, they quit their boss.”

I’m not sure who deserves credit for those words but many times this is an absolute truth. What you’re about to read isn’t going to take a shot at your boss or support destructive behaviors to teach your boss a lesson. There is already too much of that in our workplaces and society.

What is most important is how you will navigate challenges related to working with your boss, and do it with poise, confidence, and (hopefully) with mutual respect.

The best boss on the planet isn’t necessarily the quietest, the loudest, the sharpest, the funniest, or the most serious. A relationship that you share with your boss really depends on both of you.

If you’re reading this you probably have self-identified that there are some challenges in your relationship with your boss, so let’s look at a few common possibilities to improve your interactions.

Mutual Respect. Chances are probably good that you feel you could benefit from receiving a little more respect from your boss. Giving first in order to receive is always a popular resolution gesture. While it may seem challenging at times, try to consider ways that you can show more respect to your boss, perhaps it will then come back to you. In fact, the root of your disconnect might originate with either or both of you feeling a lack of respect.
Trust. Both trust and respect are critical. Do you trust your boss, or vice versa? Be forthcoming with trust. Does your boss trust you with assignments or do you feel micromanaged? Trust must often be built, if you feel somewhat micromanaged consider how you can increase your bosses comfort level (tips) with your work. If trust concerns are rooted in confidentiality then consider what has weakened this, often it is connected to behaviors or misunderstandings like gossip or body language.
Listening. You might feel like your boss doesn’t listen to your contributions. You most likely won’t change the behavior of your boss so you’ll need to think about how you can adapt. Have you considered your approach? Do you email, do you make your approach in the hallway, or schedule a meeting? Change or adapt your approach to get more focus and undivided attention during your discussions.
Rejection. Have you felt rejected? Most feelings of rejection associated with your job are likely more of a refusal rather than a rejection. Your boss might refuse your idea or refuse to accept some of your work but that doesn’t mean it is rejected. Any time you feel rejected consider viewing it as a right of refusal, do some re-work and try again.
Mind-set. You might have a past with your boss that has led your relationship to this place. Keep in mind that your approach to all of your interactions will have a lot to do with your confidence. The more confident you are the more compelling your message will be. Consider how you might flex your style to adapt because your boss isn’t likely to change to fit your needs.

Relationships are often hard work. In other cases they might feel natural and free flowing, so much so that you can become invisible with your boss or co-workers. If you feel some discomfort in your relationship with your boss chances are good that feeling is mutual.

So the positive part of this situation is that you are likely on the radar scope, you are noticed.

Make the best use of your visibility.

– DEG

Dennis Gilbert on Google+

09
Feb 16
2

Leading Sales Across Generations – Boomers to Millennials to Gen Z and Back.

Tags : customer millennials relationships selling touch points

Are you responsible to sell across the five generations active in our workforce today? Surprising to some, nearly every professional has some sales responsibility, from selling themselves, to selling project ideas, and of course to include those who occupy full time sales positions. It is important to keep in mind that a one size fits all model created by a boomer without consideration for gen Z buyers will struggle just like a smartphone app developed by gen Z may not be ever be downloaded by a traditional.

I don’t want to confuse medium with message, brand promise with value proposition, or the nature of transactional sales as compared to consultative sales. What I am offering are three general characteristics to keep in mind when reaching across any of the five active workforce generations.

Anticipate conditions of satisfaction: To suggest you “put yourself in their shoes” may seem to be over simplifying things, but that should probably be one of your first objectives. Assuming what you are selling reaches across all generations, consider what differences will exist and what will reduce concerns or refusals. Make every attempt to view your product or service through their lens. Think gen Z selling a tablet computer to a just retired traditional.

Understand relationship parameters: Connecting with the customer and building relationships will vary. Gen Z may be thrilled to explore communicating through a follow-up text message while earlier generations may believe in eye-to-eye, face-to-face, handshakes and hard copy signatures. Always consider every customer touch point from brick and mortar buildings, to websites, to personal interactions. The value of touch points are critical, a gen Z will expect to see your website on mobile, while a traditional may expect a personal visit. Build the relationship their way, not yours.

Never waste their time: What constitutes a waste of time? It may depend on the generation. A meeting with a traditional that incorporates background and theory of the goods and services (which takes more time) may feel like a very appropriate and well invested use of time. On the other hand a 30 second elevator pitch may be all a millennial or gen Z needs to hear. This doesn’t suggest who is correct or who makes better decisions but it does suggest there are differences. Seek commonalities by considering how time is valued across the generational continuum.

A boomers satisfaction in an automobile purchase may be very different from gen Z. A real estate (home) purchase by traditionals may be very different as compared to millennials. Methods for consultative sales versus transactional sales should be carefully considered and will definitely impact your approach. Mediums, branding, and value propositions also need careful consideration and if you’re spanning all generations be sure to seek commonalities not just develop a focus on differences.

As with everything related to selling, communicating, or working across the generations there are variances in personal style regardless of the generation and in many cases there are variances from day-to-day, or even across weeks or months since schedules, job pressures, and even amounts of sleep may condition both personal and professional interactions.

– DEG

Dennis E. Gilbert is a business consultant, speaker, and coach that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is the author of the newly released book, Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at DennisEGilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

11
Feb 14
-

Spending Smart

Tags : advertising marketing money relationships spending

It seems reasonable that all businesses spend money on marketing and advertising efforts. People too, they spend their energy and resources on networking, relationship building, and future positioning.

Some businesses will just throw money at a problem; throw money at building their brand, or at marketing and advertising efforts. It doesn’t mean they are any smarter or better than businesses who spend less, it means that they earn enough through their endeavors or through investment to spend like crazy trying to make up for other shortcomings. Many believe the old idiom, “You’ve got to spend money, to make money.” Perhaps there is some truth to that statement.

People sometimes follow a similar pattern. Sometimes they spend with money, sometimes with only resources or their individual energy. People may pursue building relationships, monitoring who they hang out with, and even how they spend their leisure time. All in an effort to build relationships or an image that they believe will get results. Many believe the old idiom, “It’s not what you do, it’s who you know.” Is that the truth? Perhaps but is it smart spending?

Both businesses and people spend. It’s not about how much they spend. They don’t necessarily need to spend big—they need to spend smart!

– DEG

Photo Credit: Nick Ares and aresauburn^TM

Dennis Gilbert on Google+

Newer posts→

Tag Archives: relationships

Feb 17

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Build Customer Relationships and Long-Term Wins

Short-Term Fix

Build Customer Relationships

Long-Term Win

Dec 16

-

When Your Boss is the Problem

Feb 16

2

Leading Sales Across Generations – Boomers to Millennials to Gen Z and Back.

Feb 14

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Spending Smart

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