receptionist too busy

Express Yourself!

Madonna sang about expressing yourself in 1989 as did NWA and Labyrinth. It’s a popular theme.

But what happens if some else is expressing you, your business? When and how you want to be portrayed, viewed and recalled is being expressed by someone else?

In business, creating the first impression in just three seconds virtually or seven seconds face to face is critical. But who is creating that first impression of your business?

If it is you, then good job! But if it is not you, there is the potential for missed opportunity.

Take the established law firm investing in SEO with a new website and proud of their LinkedIn posts, created by a very exclusive marketing firm. The combined posts, blog and searches had seen increased web traffic, and higher click throughs but to date, little conversion. Today a new prospect, Mr Adams is about to call. He has viewed the site and seen the LinkedIn posts and is interested in having them in his corner.

A frazzled, breathless receptionist interrupts the answer phone and answers eventually, “Hello, Bill, Bull and Blythe, thank you for calling Bill Bull and Blythe, how may I help you?”

The prospect asks to speak with Mr Bill, creator of the LinkedIn post.

“Mr Bull,” replies the frazzled receptionist, “Mr Bull is in meetings all day, he is very busy, he has a twenty minute gap at 2pm if would you like to call back then? Thank you, bye!”

The call ends. No name, number or reason for call noted. Nothing!

The prospect does not call back. The opportunity has gone, vanished, flown. In fact Mr Adams is on google, looking for another number, ready to phone a direct competitor of Bill, Bull and Blythe.

When the prospect contacts your firm they are almost ready to commit. At 60% through the buying cycle, they have done their homework, checked you and the company out and have a feel for what you offer.

When they contact you, the response needs to be extraordinary, outstanding and delight your future clients.

The prospect called Sid, Slaw and Slack. The call answered in two rings, “Good morning! Thank you for calling Sid, Slaw and Slack, Sophie here, how may I help you today?” Sophie listened to the request to speak with a senior partner. The reply, “Absolutely, Mr Adams! Would it be ok if I took your contact details, email a test message whilst you are on the line and then ask a senior partner to call you straight back, certainly within the next ten minutes?”

This receptionist was noting the prospect’s details, striking up a conversation about their location, building a little rapport, thanking him for calling Sid, Slaw and Slack then asking “What else can I do for you, Mr Adams?”

Mr Adams received a call with ten minutes, a Zoom was scheduled for later that week and Mr Adams became a life-long client. Most calls to this firm result in business.

However slick your CRM, sales process and marketing may be. However on point your content, powerful your testimonials or great your offering, even with the slickest sales team, if all your people are not reflecting your business as you would like it expressed, opportunity is being missed.

When working with organisations to increase sales and create happier customers, the first thing is to note its service. Delivering sales opportunity to a company unable to serve will not deliver a long-term return on investment. Service first, every single person in your organisation expressing how proud they are to be a part of the company and how excited they are to nurture relationships with new people.

Sell more, put service first!

Inspire change for 2021

Begin Day 1!

There’s something special about the week between Christmas and New Year. Some businesses stop, some opening hours are reduced, there’s a real slow down, time to reflect.

Reflecting on Fun Training For Results created a chuckle for me, some disbelief and a sigh. I looked back at Day 1 and recalled a logo that was certainly striking, a colorful website that flashed and training delivered by the day. Absolutely no regrets but four years on, with the knowledge and experience I’ve gained, it could have been better on Day 1. That really doesn’t matter. What matters is that Fun Training For Results began!

Day 1 is key, the first step, the beginning. It’s when you commit to an idea, a dream or ambition and you begin to achieve. Day 1 is rarely perfect but the very act of beginning is what sets people apart. I have met some incredibly successful entrepreneurs and read about others who have created something extraordinary and what matters is that they all began. They all had a Day 1.

A unifying driver in creating success, achieving dreams and making it happen is commitment. It means committing with action, effort, determination and more action. It means walking the walk, doing the hours, taking the risks and being right at the heart of the activity.

Like the winning lottery ticket, success rarely just lands. You need passion, a firm belief in yourself and your plan, a love of achieving and a sprinkle of luck. Planning to win, writing the plan down, sharing your plan and looking at it daily are all ways of reinforcing the dream. You have to create the steps and put in attainable measures to ensure that your bite size success steps lead to the goal.

This year has re-enforced the importance of ongoing reviews. Could what I do be improved or require change? Am I still bringing what the market wants? Pivot was the buzz word mid 2020. It saw some businesses switch from manufacturing doors to turning out medical supplies, from distilling gin to producing hand sanitizer as inspiring leaders saw the need to rethink their strategy and change their modus operandi. Then they led their teams with confidence and positivity through very unpredictable times.

Being around and trusting those in your network is also key as is sharing opportunity, paying it forward and recognising the ones who just want to take.

Always be the best version of you every day, investing in yourself and your health and wellbeing, learning and recognising that only today is assured – so make it count.

2020 has been an incredible year! Fun Training For Results has changed for the better on methods, delivery, results and relationships. Day training in hotels has been replaced with modules delivered online. On-site coaching has become an integral part of the offering. Weekly set tasks and accountability are now a feature that delivers achievement. Working alongside teams for months at a time, learning about a company’s processes and people, challenging and together creating extraordinary results has become the path to success. Zoom is now just what we all do, a platform for workshops, meetings and networking.

As January 2021 waits, be sure to begin! Take the first step, remember life is not fair or perfect but you can determine where you are walking and the direction you choose.

This year as a nation we have survived and traded throughout a pandemic. In business as in life, we have trusted more, been kinder and created opportunity unthought of this time last year.

Be confident in you – and begin!

Pivot

Pivot, the new business buzz word mid Covid-19.

As a verb it means to turn on a point, think ballet dancer, or as a noun, the central point on which a business turns. It facilitates a change of direction. Yes, it baffled me too.

You started your business with a product, a service and a plan. You created every detail, plotted the timeline and visualised the success.

Just now, many businesses are experiencing an unexpected pivot, still going, just, turning on a point, a tiny point.

This was not in the plan. The choice is whether to stay turning or to stop for a while, take a fresh look at the changing market place, listen to or anticipate what your customers will be asking for.

Can you see a new way of working, a new way of being in business and providing the same or maybe a different product or service, maybe in a different way?

The willingness on your part to acknowledge this moment, to respond to this unexpected pivot, to be brave and different is where your growth will come from.

According to Steve Rogers’ Tedx, 93% of successful entrepreneurial companies have pivoted.

Pivot, be brave and you will grow.

Fun Training’s pivot, we are going Virtual!

#pivot #sallyfact #business

Stop Selling

Stop Selling!

Stop selling, timing is everything.

Speaking with clients, prospects, businesses in my network all week and there is a recurring theme,

“ Why are people trying to sell to me? “

An online course, a webinar this, or online video conference that,

Heavily discounted, half price, reduced fee…

STOP!

Time for an ear, some empathy, to share the moment.

For some, business is buoyant but for many it’s gone, off a cliff, rug pulled – nothing, nada, nil.

Special offers, fancy discounts and once in a lifetime opportunities are for another day.

Today is about people. So, build and nurture relationships, lend an ear, be there.

Stop selling today, now, if you want to sell more in the future.

Wallaby

The Wallaby sealed the deal.

Really it was all about the wallaby, the boing, boing, boing….

Hearing the said boing on repeat across the airwaves. Imagining excited children boinging their way into the newest farm attraction.

The story about how the commercials would sound, painted with pictures of happy families, full car parks, Granny holding an ice cream and donkeys being ridden. Really though the clincher was the wallaby.

The average order for the ad agency was at the time 5k. The Wallaby deal 45K. Wow! The celebrations were fab, loud cheers and applause and to be truthful, shock.

How had one order been notably higher than any before? Why on this occasion had they increased the avo by over 400%?

The pitch, story or presentation had been carried out by a rookie, the new girl so it made no sense.

Actually, it made total sense. The new girl had no blockers, no clue about the avo, what most companies spent or how they carried out their marketing strategy. She had no pre- conceptions of good, bad or indifferent.

She excitedly shared how her visions for the client looked, understood his “why” and creatively went wild, using pictures, sounds and imagination. She was flipping what had been done before, blissfully unaware of any precedents, and creating new. When the wallaby boinged – the buy in was there, signed sealed and delivered.

There are two huge lessons if wanting to sell more.

Park the blockers! Life is not perfect and if you have been in a company for a while you will know what can go wrong, the average order and the delivery schedule.  If you want to inspire your client, and you should, then park the blockers, see no obstacles and go all out to grab the moon.

Be inspirational. Be creative, excited and passionate about your ideas. Forget thinking outside the box – reinvent it. Go wild, crazy and display enthusiasm. Create concepts unheard of ideas that are mind-blowing. Be remembered for wowing the room not just having a chat or a thought.

#sellmore #sallyfact #parkblockers #inspire #beawallaby

What is a review meeting?

Standard reply is, when we review our services with a client.

Oh dear, at this point head in hands I want to cry. No, really no!

A review meeting should not be about your services or product.

An effective review meeting remains firmly about your customer’s business.

Yes, but Sally, we want to share how much we are doing for them, how brilliant we are, the results we bring them.

A review meeting, six months or annual is time to check in with your customer’s most important reason for being – their business.

It’s time to go back to when they were a prospect. When you asked about their future plans, ambitions and goals. When you placed yourself in their future and received a “Yes”. In the beginning it was about winning their business by knowing them and creating inspiring solutions to deliver their goal.

Guess what? A review is just the same. Business does not stand still, people, goals and vision can change. Scheduling in reviews that are about your customer keep you in the mix and a part of their future.

There are many companies who omit reviews because they are too busy or make the mistake of simply sharing how great they have been. Well, standby because there is a new salesperson around the corner, treating your customer like their prospect. They are learning their goals for future growth and placing themselves in your shoes, so easily taking your perceived business.

Sensational reviews, listen, applaud and if you see a gap then create an opportunity for inspired creative solutions. Winning business is no guarantee it will stay with you. However, quality reviews can increase your chance of owning it.

Next time you’re booking a review meeting, question who should this be about?

#reviewfrequently #reviewyourcustomer #sellmore #sallyfact