Fired Up

Good morning,

Hurray for Friday! This week I managed to get in a little shopping and I was struck by how unenthusiastic some people are about the products they’re selling. I found myself thinking, if you don’t care about this product, why should I? It was a good reminder that when we’re selling something it’s very important to…

Show enthusiasm!

At a recent Yes! Network seminar titled “Moments of Magic: Ten Strategies to Create an Awesome Customer Experience” Shep Hyken put it this way. “To create an awesome customer experience, you have to be excited about what you do. Believe it or not, enthusiasm is contagious.”

Smile (it’s contagious too) - and have a sunny day!

Clarity

P.S. “Enthusiasm is the yeast that makes your hopes shine to the stars. Enthusiasm is the sparkle in your eyes, the swing in your gait. The grip of your hand, the irresistible surge of will and energy to execute your ideas.” Henry Ford

Or how about this one! “If you aren't fired with enthusiasm, you will be fired with enthusiasm.” Vince Lombardi

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Clarity Patton Newhouse
Sunny Media Group, Inc.
313-268-6810
SunnyMediaGroup.com

Good Fun

Good morning,

When was the last time you had fun conducting business somewhere or with someone? Hopefully it was quite recently! And chances are you're more likely to do business again with the organization or individual who provided the positive experience. That's according to the Retail Marketing Institute, whose study of customer retention reports that 70% of customers would go someplace else if it were "more fun" to do business elsewhere.

Fun is good - and good for business.

More specifically, fun is one of the keys to retaining customers. Sales and service expert Scott McKain addressed this topic in his recent Yes! Network seminar titled "All Business is Show Business: How to Consistently Create Outstanding Customer Experiences." Scott said, "The 'fun' statistic doesn’t mean people want a standup comedian; it means they’re looking for something different, something exciting or enjoyable. In other words, customers want an experience."

If instead of providing the experience customers want we just "satisfy" them, we risk a staggering loss of customer retention. According to a Xerox survey of repeat business, only 6% of "satisfied" customers returned. On the other hand, 66% of “highly” or “extremely” satisfied customers returned.

"What these stats show," said Scott McCain, "is that trying to ‘satisfy’ customers is not setting the bar high enough. We have to raise the bar if we are going to get the repeat business that every company is after."

Let's have some fun – and a sunny day!

Clarity

P.S. "People rarely succeed unless they have fun in what they are doing."
Dale Carnegie

P.P.S. Thank you for sharing Sunny Notes with others. New readers can Visit This Link to add an email address to receive Sunny Notes directly from me by email each Friday.

Clarity Patton Newhouse
Metropolitan Lincoln
32000 Ford Road
Garden City, MI 48135
313-670-7505
MetroMichigan.com

Tell or Sell

Good morning,

It's Friday and that's grand! Today's sunny subject pertains to sales. Of course we're all selling something, whether we call ourselves salespeople or not. I was reminded of this at a recent Livonia Chamber of Commerce meeting featuring Kirk Armstrong from Gerry Weinberg & Associates. Kirk pointed out that a leading cause of failure during the sales process is...(after making us guess)..."talking too much."

Talk less; listen more.

Many of us have been told this since childhood and - at least in one regard - there's something to it, namely that being a good listener is a valuable asset. Listening also involves asking relevant questions and follow-up questions, showing genuine interest in the other person and learning what's important to them.

This advice pertains just as well to personal relationships, where listening is also critical to success. (At least that's what all the love gurus seem to say!)

With clients, when we find ourselves doing a lot of talking, Kirk Armstrong warns us to ask ourselves, "Am I selling or telling?" If you're doing a lot of "telling" then you're probably not "selling."

Happy selling and have a sunny day!

Clarity


P.S. "To listen closely and reply well is the highest perfection we are able to attain in the art of conversation."
Francois de La Rochefoucauld, French Author & Moralist (1613 - 1680)


P.P.S. Thank you for visiting ASunnyNote.com. If you’re new to Sunny Notes and would like to receive my sunny email each Friday, visit JoinSunnyNotes.com.

Clarity Patton Newhouse
Metropolitan Lincoln Mercury
32000 Ford Road
Garden City, MI 48135
313-670-7505
MetroMichigan.com