Tag Archives: sales

  • 18
    Aug 17
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customer service network dennis gilbert

Your Customer Service Network and World of Mouth

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Word of mouth has often been connected with sales, marketing, and reputation. Driven by technology today many consider word of mouth to have become world of mouth. Have you considered the impact to your customer service network?

We have a powerful force among us. Everyone who has a computer, a smartphone, and who engages with others using these tools has the potential to influence more people faster than ever before. Sometimes misunderstood, sometimes taken for granted, world of mouth can change everything.

World of Mouth

Like many things responsible for business success, the concept sounds easy and inviting, in practice it takes effort, patience, and persistence.

What is the most powerful force working for or against your business or organization today? It might be world of mouth. Many successful businesses recognize that today a component of what builds their business is media.

Like it, love it, or make a choice to leave it, the network you’re building will have a lot to do with results. The face of retail is changing, the manufacturers are more engaged than ever, and distribution is faster and now more personal. It is all happening very fast, or not.

Customer Service Network

Your customer service network, the people who interact with you, use your products and services, can make a significant difference. They create a culture based on values, beliefs, all of which are built to become a tradition.

In most cases, participation in the network is voluntary. People sign up because they want to. It makes it that much more powerful.

Culture is how we live. It is what a group of likeminded people create. It consists of values and beliefs. Even within the group sometimes, conflict sparks additional innovation to shape and guide the collective culture. How we network and with whom drive all of this. It is a voluntary cultural movement.

Changing Lives

Networking changes lives, shifts opinions, and sells more product and services than perhaps ever before. This benefits the savvy, the tech, and the early adopters.

This network drives nearly every successful endeavor today. It is how things sell and guides what becomes popular.

The service you deliver will spread through the network. It will spark growth, create followers, and build more traditions. Ignored or unmanaged it could leave you with smoldering ashes.

Either way your customer service network is a world of mouth. It is both opportunity and advantage, unless it works against you.

It’s all up to you.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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  • 16
    Aug 17
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judging customer service

Judging Customer Service: How Was It?

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There are plenty of judgments going around. People often decide what they will like or what the reaction will be before it even happens. Are people judging customer service?

It might start with the advertisement, the packaging, and the photograph. What is the presentation, does it make sense and will it work? Is it the right fit and does it capture all of the customer needs?

Good Intentions

A funny thing happens with product and services marketing, sometimes customers have a different impression from the intent. In other cases, they become attracted and mistakenly buy a competitors product. It might be ordering a Whopper at McDonald’s, right time, wrong place.

Fresh water anglers might know the elusive muskellunge as the fish of a thousand casts. One angler casts for hours with no fish. The next boat that passes might make it happen in just one throw. Right time, luck, chance, or experience, perhaps more than one applies.

Sometimes all of our intentions are right, but the outcome still might go wrong. People like to be right.

Emotionally Connected

Your packaging, your website, and your social proof might all be part of what generates sales today. The product or service you provide might be judged by thousands of people before a purchase is made. Yelp reviews and Angie’s List, they all matter.

The truth is that in many cases the customer decides right before they click the button, pull out their wallet, or slide their credit card. Most buying decisions involve emotions. Who really needs an expensive car, a Harley Davidson motorcycle, or shoes with red soles? Emotionally connected people, they believe that they do.

Judging Customer Service

Many people live by a self-fulfilling prophecy. Once the judgment has happened and the purchase has been made, the customer doesn’t want to be wrong. The truth is they always want to be right.

Their interests are to experience the expensive car, ride the Harley Davidson, or wear the red-soled shoes. They are connected.

Quality, expectations, and delivery, they all matter. Life doesn’t always feel fair, like it or not your customer service has already been judged.

Accurately or not, on purpose or by mistake, it often takes place right before the decision to buy is made.

Are people judging customer service?

Will you live up to their expectations—should you?

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), 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.

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  • 09
    Aug 17
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personal brand

Why Responding Is Important For Your Personal Brand

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Giving an excuse often feels like a good escape. In business, it may mean you won’t get the big contract, you may damage your reputation, and it can easily hurt sales efforts. Being responsive is important for your personal brand. More than that, not being responsive is just wrong.

It seems almost popular or trendy today. Business to business or even friend-to-friend, people often just don’t call back. Today’s business environment might leave the impression that being too busy to call is a signal of success, for many it is just an excuse.

Excuses Are Useless

You get many excuses. Here are a few popular ones:

“Sorry I didn’t get back to you. I’m really bad at that.”

“Things got crazy and no one could make a decision. It just fell off the plate.”

“Don’t take it personal. It isn’t about you, it is about me. I’ve been on overload.”

Always About Relationships

If you’re in business, or even expect to maintain healthy personal relationships you might want to think differently. It may seem surprising, but when I speak with business executives about customer service or sales, the no return email, telephone call, or ball drops are common discussion points.

Here are three things that might help you or someone you know improve:

  1. Find value. Sometimes we feel like interaction is painful. Actually, it is something to be valued. When people respect you enough to attempt to engage, tap into your wisdom, or even sell you something consider the alternative of no communication or contact. The question then might become, “Why are you needed?”
  2. Schedule. If you have to find the time, try planning for it. Return calls at the end of every day or choose to arrive at work a half hour early to catch up on return email messages. In a world of poor response and follow-up, you’ll be a hero. This is always better than the alternative, a zero.
  3. Commit. It is easy to adopt an attitude of skip it everyone does it to me. Don’t allow that to become your excuse. Make a commitment that you will stand above the rest. Plan to return calls or emails within 24 hours or less. Commit to doing it.

Personal Brand

When you consider your personal brand, you’ll never stand out being like all of the rest. You’ll stand out when you are different. Don’t be lazy about delivering exceptional levels of personal customer service. Be the one who returns the call, follows up promptly, and keeps commitments.

Doing nothing or following a poor performance trend may feel accepted or even trendy.

Start a new trend. Stand out. Brand well.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), 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.

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  • 28
    Jul 17
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right group appreciative strategies

Join the Right Group, You’re The Product of Your Crowd

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Many people are interested to make some positive changes. Advance their career, learn more, and even earn more. If we are the product of the people we hang around, joining the right group might be important.

There are plenty of snake oil salespeople out there. There are thousands and thousands of people pushing a theory about how to get rich quick, what to say to your boss, or how to develop your career. You might be connected to some of them.

Some of them provide opportunities. Join their group, get involved, and grow. The best of the groups offer positive impact, promote positive actions, and are well founded by people who have the background and experience to create real impact. They walk their talk.

Others might be pushing snake oil, the quick fix, the how to tell off your boss, and how to quit your job today and become rich. They might suggest those who don’t succeed don’t take enough risk, don’t work hard enough, and give up too easily.

There might be some truth in both groups and both crowds. It is tempting to follow our emotions and sometimes those choices are okay, other times a disaster. The hardest part is making the right choice on which group you’ll join.

Groups In Action

I recently attended a networking event. My standard practice is to be sure to meet some new people. It’s a networking event, not a reunion. So I networked and met a few people, most of them great.

I met some others too, watched them work the room, tell their stories, and attempt to sell their oil.

Figuratively speaking, I’m not sure if anyone made a purchase, but certainly, some listened intently. The artisans dropped names, dropped buzzwords, and smiled a lot.

Two people in particular caught my eye. We met. Both told stories. They spoke of high impact success; name dropped, and provided some of their oily theories.

Our conversation was effective for them until I asked a few questions. Then the mood changed, the posture shifted and they made a fast exit.

Right Group

There are plenty of people selling anyone something. Be cautious of the quick fix, the attraction to the fast track and easy street. Telling off the boss and walking off the job is probably never a good idea.

Ask questions and keep this in mind, sometimes it is the answers to the questions that should be questioned.

Join the right group.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), 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.

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  • 21
    Jul 17
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all in sales appreciative strategies

This Is Why We Are All In Sales

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Professionally holding a position in sales is an admirable career. However, many people suggest that the sales role is not for them. They might scoff at the idea of a position in sales, yet they are often envious of the paycheck. Are we all in sales?

Nearly thirty years ago, I held a position in information technology. I wrote code, fixed program bugs, and served as an expert with voice and data communications. That was a long time ago. Although it might not seem apparent, I was also in sales.

Not formally perhaps, but I had to sell my ideas, sell software enhancements and sell hardware upgrades. The type of business I worked for was known as a mail order company. Today it might be a dot com and as such, selling was important.

Commission, not salary, compensated formal sales positions and it was challenging but often rewarding work.

Perceptions of Job Roles

I can still recall a conversation with one of the top salespersons who challenged me one day in the hallway. He approached me about some problem or difficulty he was having and we had a very mild difference of opinion. As our short conversation was winding down he said, “Why am I asking you. You don’t know anything about sales.”

It wasn’t intended to be polite. The intention was a direct hit. The concept was to knock me down, push me back, and insult me professionally. It didn’t work.

My simple response was, “I sell every day.”  He came back with, “Yeah, how?”

We Are All In Sales

Recently I had convinced the board of investors to make this business unit the data center for the six other business units they operated. Just a few days earlier, they had announced this change at an all company meeting.

The investment in computer hardware upgrades exceeded $400k and the opportunity that this brought to our location was huge.

Therefore, my response was, “Well, I just sold a $400,000 computer system to our investors.”

Unsure of what to say next, my assailant just huffed and walked away.

Most of us are in sales, not always formally, often informally. We still sell ourselves, sell our ideas, and sometimes actually sell products or services.

Do you think we’re all in sales?

What are you selling?

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), 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+

  • 18
    Jul 17
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online is winning

15 Reasons Why Online is Winning the War

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There are movements about buy local. It works for the Farmer’s market, the coffee shop, and the well-managed mom and pop restaurant. In so many other consumer markets online is winning the war.

Many people love brick and mortar businesses and they’ll tell you that they are committed to them. Unfortunately, in many areas the brick and mortar businesses are losing ground and turning into rubble and fail.

There are so many reasons, but many of them circle back to the basics of customer service and the customer experience. What is easy, fast, and reliable? As it turns out, online is stealing the market.

Online is Winning

Here are 15 of many reasons why:

  1. Fast is best. People want it now, or the fastest way possible. Out-of-stock at the brick and mortar storefront is a lost sale.
  2. Accuracy matters. Often the consumer is more knowledgeable (or researches online) and finds dealing with inexperienced counter sales staff a waste of time.
  3. Easy to find. When you know what you want but you don’t know where to buy it. Search, find, buy, it is all online.
  4. Explained well. When you are unsure how to use it, you search online. There is a tendency to buy where you find the help and support you need.
  5. Good pictures. What does it look like? You’ll find good pictures, schematics, part numbers, and price, all online. It works for dresses and cosmetics too.
  6. Confidence in purchase. Security is a concern of many. Online is starting to feel safer than a trip downtown.
  7. One stop. Everything I need right at my fingertips. Going store to store has many people believing that is a bore.
  8. Free shipping. I don’t pay more to buy it online. Hit the button now and it’s on the way.
  9. No tax. This varies of course, but often you can escape sales tax.
  10. Arrives at door. Push the button and forget it. Better yet you can track your own package to see exactly where it is.
  11. No hassle. Explaining what you need, educating the sales person, and then fewer options. All of this is a hassle and people want easy.
  12. No lines. A line means your waiting. Waiting seems like a waste. A few clicks and you’re done.
  13. Better timing. Everyone wants to do the things they want to do, or feel they have to do, or sometimes more importantly when they can.
  14. Control. When you can quickly understand your options and make no hassle choices, you’re in control. Control of your transaction feels good. Feels good means you’ll be back.
  15. No return trip. You don’t have to drive back, go again, call to check. Everything is at your fingertips and on your doorstep.

Shop Your Way

Do you believe online is winning the war?

Certainly, some people like to shop. They enjoy the experience and like the idea of brick and mortar. Supporting local matters to them, brick and mortar feels good.

Brick and mortar still has a chance, maybe, but they are going to have to choose their battles.

Winners are ease of use, economical, and the best experience.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), 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+

  • 27
    Jun 17
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confused about the customer Dennis Gilbert

Confused About The Customer And Surviving The Storm

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Know your customers. That is just one phrase of many that might relate to the worth of understanding more about your customers. Have you ever been confused about the customer?

Blockbuster might have been confused because if they really knew and wanted to be a top player they might have looked closer at streaming video before they lost so much of their market share. I’m not sure they will survive the storm.

Educational systems, whether it is public schools or colleges and universities, they might want to work hard on understanding the customer and their products. Otherwise, their customers might continue to move away from what has been a long-standing tradition. Storms sometimes change traditions.

Brick and mortar retailers, luxury goods, and traditional advertising agencies are also among those who have a lot to consider. The storm is hitting them too. It’s likely that only a few are exempt and that exemption is temporary.

Reality Is Tough

One thing is certain. Most things aren’t staying the same. For good or for bad, things are constantly changing. Name an industry, name the traditional giants of that industry and if they haven’t substantially changed they are probably diminishing in size.

Many industry leaders claim allegiance to doing everything possible to better serve their customers, few of them get it right. Sometimes they get it right in the C-Suite but they fail to create the right culture. The opposite is true too, sometimes businesses get it right in the trenches only to hit roadblocks in the C-Suite.

Confused About The Customer

Here are a few questions to ask yourself to avoid being confused about the customer:

  • What are we doing that punishes the customer?
  • Who is defining our product and what is it?
  • What makes our product valuable?
  • Are we listening to the customer and how?
  • How are we measuring customer satisfaction?

Perhaps there isn’t a perfect answer to any of those, but honest assessment of these and many more are critical for success. I promise you that most who read those five questions believe they are already beyond them. I wonder what their customers would say.

Surviving The Storm

Customer service isn’t just a department, and neither is sales. Businesses that lack an understanding of a customer service and sales culture are businesses who won’t survive the storm.

Those who understand, well, they are the storm.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), 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+

  • 05
    Jun 17
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customer ranking appreciative strategies

Customer Ranking: How Do You Rank Your Customers?

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We often pay attention to one of our best customers, or we sometimes take them for granted. Have you considered the impacts of customer ranking?

Ranking (see 5 KPI’s) seems like a great idea. It may cause us to pay attention to those transactions that seem more volatile. The customers with the highest ranks may be important, but are they more important than others?

Do You Know Your High Value Customers?

Ranking our customers does seem to have some value. Certainly, telling someone, “You’re our number-one customer” may have some value.

It may also cause him or her to ask for that special favor. Special favors aren’t really the challenge though.

The challenge with ranking our customers may come from the simple mistake of prioritizing how we view our level of service. The most basic value in determining the success of customer service is that the provider shouldn’t be the judge and the jury. Truly, the customer is the judge and jury.

Customer Ranking

Does the one-time small-purchase customer turn into your largest account? It may; it is certainly possible.

Have you considered the power of word of mouth? Do the customers who only purchase once in a while have larger connections socially? They may.

On the other hand, do the customers who buy less, say little, and seem to do nothing matter less? It is doubtful, and this might prove to be the slipperiest of all slopes.

Customer ranking appreciative strategies

Every customer counts; every customer matters. Some do more business, and some do less. If you make the decision to play only with your favorites, you may be missing out.

Do You Offload Problems to Your Customers?

Your best customers may be the ones who say less to you but tell everyone of their happiness in your business transactions. They may not throw their weight around by asking for special deals or expecting big bonus programs. Most importantly, they may not ask you to bend the rules because they are the best.

Rank Matters

How do you manage customer ranking? Are those with the largest sales, the ones who are the most profitable or have the most transactions, the best? They are all important, but being popular may not mean they are the best.

Remember that the most important rank may be the rank that the customers give to their vendor.

Be very careful how you rank.

– DEG

Understanding more about how we measure, engage, and transform the customer experience is exactly why I wrote this book:

Buy Now on Amazon

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

This article was originally published on June 5, 2017, last updated on December 10, 2019.

  • 16
    Feb 17
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Start Listening For Facts, It Might Change Your Career

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People talk, and sometimes people listen. Have you ever truly considered what you are hearing? Are you listening for facts?

Listening for facts

One of the biggest struggle spots with our communication, or perhaps miscommunication comes from our listening skills. Of course this is not a surprise but have you ever stopped to consider how you are speaking or what you are hearing?

Listening is not the same as hearing. We hear sounds, noises, and even voices. Hearing is instinctual, it comes naturally. Listening is a developed skill.

Speaking With Opinions

Many people speak with opinions. They offer their beliefs, values, or understandings as being factual even though they might be nothing more than their opinion.

  1. We went to the movies last night and saw the best movie ever!
  2. Try the peanut butter pie at Frank’s Restaurant on the corner of 4th and Elm. They have the best peanut butter pie.
  3. Sally is such a morning person.
  4. I’ve known Jack for years. He is a really nice guy.
  5. Please email me the report when you are finished. I need it sooner rather than later.

While we are navigating our life or our workplace, we often accept what we hear as being completely factual. In addition, misunderstandings often happen when our message is not clear.

Listening For Facts

Let’s consider the statements just presented, only this time, let’s look for them to be more factual.

  1. We saw a great movie last night. I thought it was the better than most because in the end the underdog came out on top.
  2. I’ve had peanut butter pie at many restaurants, the one I like the best is at Frank’s Restaurant on the corner of 4th and Elm.
  3. Sally always gets to work in the morning before I do.
  4. Whenever I see Jack he smiles and shakes my hand.
  5. When you finish with the report please email it to me. I need it before my 9:00 AM meeting tomorrow.

Clearer, more precise, perhaps a little longer sometimes, but speaking with facts helps everyone develop a better understanding. One problem is that many of us not only speak with our opinions, but we try to make it very compelling so the listener is accepting it as being factual.

Career Changer

There is great value in understanding more about facts and opinions, especially when buying or selling. When you are selling, you’ll want to be very compelling. Even when it is just your ideas being sold to your boss or the board of directors.

Listen to yourself, be aware of the messages you are sending. We might have strong feelings about many things in life, but if we want accuracy we should be more careful about how we communicate.

Consequences for not understanding the difference between a fact and an opinion can be big. Miscommunication and misunderstandings are costly for businesses and perhaps costly for your career.

When we are hurried or trying to do two things at once, we often don’t listen well. That is a fact.

Take the time, or make the time. Start listening for facts.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), 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.

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  • 18
    Jan 17
  • 2

Build Better Business Relationships By Going First

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If you’re in business, relationships matter. How do you build better business relationships? Some might believe that good relationships just happen, and yes, sometimes they do, but a conscious effort to get things started will likely yield better results.

Better Business Relationships

Once upon a time people talked about the power of the word-of-mouth. The concept is (or was) that people talk, they mostly talk to other people, and they’ll often tell people about other people. We still have this blessing (or curse) only it has greatly extended its reach through social media channels.

Today we have what might be called world-of-mouth. Most of the concepts are very similar or perhaps still the same, the big difference is the size of the audience, the reach of everything that is posted, shared, clicked, liked, loved, or hated. It’s all out there, it’s everywhere.

Building positive relationships by word-of-mouth or world-of-mouth can be complex, but how these relationships develop often circles back to some of the basics.

We’re in a fast paced society and one of the best ways to improve your results is by stepping up and going first.

Going First

This concept is so important that I thought it would be best present some of these ideas through some very relevant examples. Here are a few:

  1. Extend a hand. True for live face-to-face greetings or even metaphorically for someone who needs help. When you are greeting someone for the first time, or the hundredth time, reach out shake hands, smile, and give a warm friendly greeting.
  2. Speak up. The elephant in the room will sabotage your relationships and business deals faster than a teenager can send a tweet. Be eloquent, be graceful, and be respectful but don’t be too shy about bringing forward issues or concerns.
  3. Call first. In some ways it might be like dating. You wait to see who calls who first, let it be you. It doesn’t matter if this is a telephone call, an email, or even a text message. Keep the lines of communication open and don’t be shy about being the first to act.
  4. Recommend. We are talking about business right? Recommend your business colleagues, associates, vendors, and clients. Regardless of your role, business means business, be the first to recommend someone else.
  5. Congratulate. Everyone is working hard. Today very few in any business climate are hardly working. Be respectful and congratulate the positive results of others, always work to build everyone up not tear others down.

Better Business Relationships

Do you wish you had better business relationships?

There is an old meme, “You don’t have to be great to get started, but you have to get started to become great.”

Building any relationship takes time. You won’t do it over night. Social media relationships matter too, but your number of friends, followers, or connections are only as relevant as the quality and the integrity of what you build.

If you truly want to build better relationships, start early, go first.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), 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+

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