Monday, July 17, 2017

To Really Disconnect You Only Need Will Power... and a Strong Motivation!

Happy Summer Break!
One of the things that I am a fervent defender of is the need we all entrepreneurs have to cultivate all areas of our lives, not only those related to our respective businesses, but also those that are much more important and that sustain everything else and make it all work out: Our intimate, personal and family life.


Not only of bread the man lives, but also from spending a few days disconnected, in the company of his loved ones.

So I will take advantage of this post to let you know I will be offline for a few weeks, until the first days of September, because it is my time to dedicate myself in body and soul to the most beloved and precious things that exist in my life: my wife and two children.

It is they who give meaning to everything else, they are the greatest reasons I have to continue this journey and always moving forward.

As always, even though  those will be days of resting and disconnecting, I will use them to continue working on my things at a slower pace, to continue developing the new projects I have and which I will share with you when the next course begins.

If you have a specific topic you want us to review, remember that you can always contact me through the form located on the "Let's get to know" page of this blog or my email joel at joelpintoromero dot com

Yes, unfortunately, one has to write it that way so the robots that steal e-mails do not capture it and start sending me junk mail to my inbox.

With all this said then, we will see each other again the first week of September, with the same enthusiasm and energy as always, and with more new topics to share with you.

May you also have the opportunity to disconnect a little and enjoy some days in the company of those people who you love the most.

Keep in mind the title of this post: To really disconnect, you only need will power ... and a strong motivation :-D

And if you can not get disconnected, have a great and productive summer then!

Happy summer break!



Photo credit: The picture is mine. Taken from a lounger on the beaches of El Altet, the city we live on.



Tuesday, July 11, 2017

Where Did Your Digital Manners Go?

Where did your digital manners go?
People say "common sense is the least common of all senses" and not in vain because it seems that, despite the tremendous advances in technology, we - the users of such technologies - have begun to fall behind and are not moving forward at the same pace.

There are things that should be, as we said in Venezuela, "square", that meaning obvious, do not requiring further explanation, that everyone understands and agrees upon, and that most people take them into consideration.

But the reality is, unfortunately, a different one.

And as always, examples, that I have plenty for such situations: Three weeks ago (maybe more) I sent an email to the programmer of a company with which I was starting a business relationship, to clarify some doubts I had regarding their product catalogue.

Once again I do repeat: I was starting a business relationship with them, that is, I was their customer and they were the vendor. Guess what happened? Days and weeks have gone by and I still do not receive response from the programmer.


Do you want a golden rule? Treat your customers the same way you want them to treat you.


Consequences? I have already made the decision to do business with another company because if this is the way they treat their customers, I cannot imagine how it is going to be down the road of our relationship.

The same thing happens to me on whatsapp: I send messages to people I am doing business with, the time goes by and I do not receive a response. And you know that in whatsapp it is easy to know if the person has read or not your message, because you get the two little blue check marks to confirm it.

Have not you had one of those telephone conversations with sales representatives of any company, in which you feel simply overwhelmed, run over, not even been able to articulate a single word to explain you are not interested in what they offer?

That’s the reason behind today’s post title: Where did your digital manners go? Who told us it was okay to be a rude dude now?

Regardless of the tool, the communication process remains the same and the same rules continue to apply.


Do you remember the”good speaker and good listener’s rules”? Those which stated that we had to listen carefully, not to interrupt the person who was speaking, wait for our turn to talk and use an appropriate tone of voice?

It turns out that now it is normal to skip all those good manners rules.

Now, as we are in a digital environment where we are basically anonymous - people hidden behind the screen of a computer or a mobile phone - then it is valid to skip these rules, be disrespectful, raise the tone of our voices, not to respond to the person who is directly talking to us, and so on. You get the idea.


And as always, I ask myself: Since when is being educated optional?


Especially when we talk about professional relationships. Maybe on a personal level you can do whatever you want, because everyone is free to decide the image they want to transmit to the world, and that's okay. It is your decision, you are free to do it and it is you who will be responsible for the consequences.

But in a professional environment?

Some time ago I was talking on LinkedIn with a colleague who claimed to specialize in "ethical marketing" and when he invited me to his group, I could not keep myself from asking him anything other than: What is it with "ethical" marketing? Is it possible to do "unethical" marketing?

That is, do I have the option to choose whether or not I am an ethical person? ... then, do I have the same option of being an honest or dishonest person, a liar or a sincere person? Are these values ​​really optional?

At this point in my life, I firmly believe those values are not optional and should never be. This kind of behaviour is not acceptable in a professional setting and even less in our relationships with the people we call, or who we should call, "customers".

A battered customer is not only a lost customer but also money you stop receiving.


And again I could accept if you were to tell me that in your personal environment you can do whatever you want, because it's true. I take it. But not in a professional environment and, even less, when you are referring to your customers.

Here is an example to illustrate the point: I had the opportunity to work for a major international corporation which had a "Customer Recovery Department" whose job was to visit each of the customers who had decided to cancel their contracts and do business with another company.

The approaching strategy was very simple: To these customers the company will be  offering their very best prices and additional benefits so that they sign back in, even making better offers than those that were made to get brand new customers.

Does it make sense? I do not think so, and if it does, it does very little sense. Why?

Because a customer who has withdrawn has already made the decision to leave your company and do business with your competition. That is to say he has already gone through all the stages of discontent: he already got upset with your company, and perhaps wanted to give you a second chance, he got annoyed again, then thought about signing with another company and then didn’t, he gave it a try with you again, then became disenchanted of your service one more time and finally decided to leave.


Already the divorce is signed. Your customer signed with another company. What are you going to do now?


It is proven by many formal studies that the cost of recovering this gone customer is much higher than the cost of getting a brand new one, and even higher than the cost of keeping your customers happy.

Is it worth it to treat your customers badly? Treat them in a disrespectful, arrogant, insensitive way?

Do not you realize that by doing so, even by simply allowing your employees to do so, you're doing a very deep damage to your business?

Just think for a moment that a client who has already decided to sign off is a client that hardly returns, so the money you were going to be receiving from him is lost, and almost forever.

I believe a golden rule you should always keep as a north in your business is to always "treat others in the same way you want them to treat you", and I would just add that "if they are your customers, even more so".

Being polite is not optional, nor should it be. It is something that you must take into account in your professional and business relationships.

Being educated is on the core of being professionals, is of good and correct people, of human beings, and an educated and courteous treatment is the minimum one any human being deserves.



Photo credit: Thomas Teufel - View portfolio



Post you will like to read in this blog, related to this topic:
Loyalty and CKCH: When is it that you really lose a customer?
All it took was a bad experience one day with one employee
I already bought your product. Now what?



Tuesday, July 4, 2017

Do You Know Which Is The Key To An Efficient Sales Process?

The Key To An Efficient Sales Process
Whenever I make a statement like this, I like to use an example to illustrate it.

In this case I would like to tell you about the phone conversation my youngest kid had with the sales representative of a company a couple of weeks ago.

I was working at my desk, when the phone rings and my youngest one, Gabriel David, picks it up.

Suddenly, I began to listen to my son in an anguished tone, because he didn’t know how to get rid of the person who was on the other side of the phone.

From the things my son said, I assumed that the person would be the representative of a telephone company, whom have us all accustomed to those sales-driven, pushy phone calls, in which the seller does not even pay attention to a single word we say.

When I heard my son was already having a bad time, I said, "Gabriel David, tell him you're only a 12-year-old boy and ask him to leave you alone," and so my son did. It was only at that moment that the person on the phone decided to hang up.

And I asked myself after thinking about the whole situation: Did not that person realize that he was talking to a child? Did not that sales representative realize that he was not going to close the sale as long as we kept on talking to a child?


We all want to sell the most. It doesn't mean though we can sell to everybody.

Obviously we all know we want to sell our products and services.

In fact you have a business because you want to sell the products and services you offer. However, to have a really efficient sales process there is something you definitely have to take into account.

Have you noticed how the bigger buildings have to have strong, solid foundations? The same things goes for your sales process: to be truly efficient, solid, it must have a solid foundation.

Which are these foundations?

The key is to know who you are targeting to.


It's obvious we all want to sell. The purpose of running a business is to sell the products and services you have to offer. Only by selling, and as much as possible, your business will move forward and grow.

However, taking into consideration time is really the most valuable and limited resource we have to manage our business, we must necessarily ensure that time is used in the most efficient manner, at all times and in all areas. And sales is no exception.


All the time you spend in a non-buying prospect is more useful when used to approaching one more likely to buy.

That is why the key to having a really efficient sales process is based on the selection of individuals who will be the center of all your attention and efforts.

Furthermore, while it is true we all want to sell as much as we can, it is also true we can’t sell our products to everyone.

There is no product so generic that everyone is going to buy it. Such product doesn’t exist. That is why you must make a very careful and serious selection of the people to whom you are going to direct all your sales, marketing and communication efforts.

In short, you have to define very clearly who is your target market, which is the market you will be approaching to and will spend most of your time and energy on.

Why?

It’s natural for most business owner to have the desire of selling their products to the largest market possible no matter what, without any kind of distinction or segmentation.

However, in this post we are not talking about whether or not you can sell to everyone but about the key to having the most efficient sales process.

And it is at this point, when we talk about efficiency, that it becomes evident your need to be very selective when choosing a person or company as a possible sales opportunity (or sales prospect) for your products and services.

You must always start by defining your product’s natural target market.


All the products that exist in the market have a natural audience. In fact when any entrepreneur decides to develop a product, they do it based on the results of a analysis (sometimes more serious than others, according to each person or company) of the existing market conditions at the time.

Based on this analysis the entrepreneur considers there is a clear and feasible opportunity, that there is a need that is not properly covered, or even not covered at all, and therefore there is the opportunity to create a product to fill in that gap.


Your initial target market must always be people who need, or might need, your products or services.

And behind every need, there is a person, a community or a company. And that's where you find your natural market, the main one.

Your natural market is the audience you should focus your attention on, because they are the people who truly need, or will need the products or services you offer at some point or time.

Again let's look at an example: You sell acne creams. Who will be your first customers? Which will be your natural market?

The answer is obvious: your natural clients, your target market gathers all the people who have an acne problem. And the same criterion applies to all products and services.

If we make an honest and adequate analysis of the product we have, we can certain and easily find out which the natural market is, most often called the "target market", that is, the audience you will have to be approaching to from the very first moment.

Yes, it is clear that you can end up selling your products and services to many people, not only those within your natural market, your target market. That's true.

But as I told you at the beginning of this post, we are talking about an efficient sales process.

And it is at this point in the sales process, when it comes to identifying your market for potential customers, that the more specific and thorough your selection of those people you are going to approach, will be key on achieving your best performance therefore the best results of your efforts.

If the quality of your "potential customers" is very low, your salespeople will find it much more difficult to close the sale, so the process will cease to be efficient.

And the opposite is also true: the higher the quality of those prospects, the easier it will be for your sales team to close the sale, so they will sell more in less time. A much more efficient sales process.

Now do you see why choosing the right target will be key to developing an efficient sales process?



Photo credit: Kardd - View portfolio



Other articles in this blog that are related and you will like to read
How can you professionalize your sales team? Why do you need to do it?
How Can You Recognize When A Prospect Is Really Good And Not Just A Waste Of Time?
How Can You Be More Effective When Making Sales Calls?
Are You Aware Of The Tricks Your Salespeople Use To Close More Deals?