They Won’t Call Me Back

If your prospects won’t return your calls, it’s because we aren’t giving them a sufficient reason to do so. People always do what they think is most important. If they don’t call us, it’s because we aren’t registering on their priority list. So ask yourself: if it were me on the other end, what would compel me to call me? If you can’t answer that, go ask some of your clients (after all they did call you back); maybe they can give you some ideas.

Hurling on Your Client’s Desk

Don’t throw up on your client’s desk! Obvious? Not really. It’s very tempting to lay out a laundry list of what we could do for them to retain them or to capture all their business. That’s like tossing your cookies on them.

What they are interested in and what they want is what they need now…NOW. The odds of hitting the right button by random vomiting on them are pretty slim. That’s what we do when we tell them a bunch of cool stuff they don’t need currently.

There’s only one way to discover current need. Ask lots of questions. And then ask more. Understand their need by gentle, professional interrogation. Then, only address the need they tell you about today. Save the rest for later.

I know the imagery is gross but I bet you remember it. Gag.

Token Restitution—Special Recognition

After one of those “days from hell” in traveling (delayed for hours, losing a free first class upgrade because I missed a connection by 2 minutes and ending up in a middle seat between two very uncomfortable people (large and smelly), I got this email from Delta.

MORE FOR THE MIDDLE SEAT
500 bonus miles as a thanks for your flexibility.

Dear Mr. Baer,

Monday's are tough, and we're sorry yours may have been less comfortable when you ended up stuck in the middle seat.
While we strive to give our most loyal customers our best seats, unfortunately that's not always possible. To thank you for your flexibility and understanding, we've credited 500 miles to your SkyMiles® account.
It's just one of the ways we're expressing our appreciation for your loyalty to the SkyMiles program. And we'll continue to take care of you—from booking to baggage claim and everywhere in between.
So thanks again. Next time, we hope to see you in First.

The New Normal

We’ve been conditioned for decades that growth (fast) is the norm of healthy business. Not today. With statements like “flat is the new up” and “job is the new bonus,” people are beginning to face an important truth. The road ahead is going to be a long, hard, and resistant one. Growth can and will come but it will not come by the old means, messages, or mantras. Character and perseverance and creativity will trump brands, strategies, and cost-cutting. Commit to the long haul…because that’s what it’s going to be.