reveals how your mind feels. If your physiology doesn’t match your psychology, your brain might not believe what you’re telling it. For example, if you hit your golf ball into a sand trap, then tell yourself how much you love hitting out of the sand – but walk toward the ball with your head down and your fists clenched – your brain will believe your body language. By acting energetic, motivated, and cheerful you might find yourself actually feeling more energetic, motivated, and cheerful. Pick up the pace and hold your head up when you walk. Offer a smile and a cheerful greeting to your co-workers, and sit up straight in your chair instead of slumping. Organizational physiology: A company might not be able to hold its head up and put a spring in its step, but its physiology is still apparent in its policies and procedures. Because those policies reflect how company leaders want their employees to act, they are the closest thing to a physical embodiment of the company. For that reason, they should always walk the company’s talk. Take a look at your current sales and service policies and ask yourself how well they will help the company achieve its objec- tives. Actions speak louder than words – when customers notice a conflict between what your company’s people say is important and what its policies say is important, they are more likely to believe the policies.
ROUTINE Individual routine: Even when your focus and physiology are on target, poor planning and inefficient work habits can still make you fall short of your mark. You can start the day, for example, with the right attitude and energy, but – if you make too many transitions between different tasks or spend too much time on unimportant jobs – your day isn’t going to be as productive as it could be. If you never feel as though your work output reflects the hours and ef- fort you put into it, take a closer look at how you’re spend-
SELLING TIP Now You’ve Blown It
It happens to everyone: We make mistakes. You might have overpromised and underdelivered or you may have forgotten an appointment. Whatever hap- pened, you need to make it right with your customer by following these simple guidelines. 1. Apologize. It’s easy; customers like it; but almost no one ever says they’re sorry. This problem should be fixed immediately.
2. Make it easy for them to complain. Give yourself the opportunity to set it right. One of the worst things is to make your customers even more
Positive Point Make
good habits a habit.
ing your time. Get in the habit of making a prioritized “to do” list for the next day before you leave work, and try to finish non-selling-related tasks before or after prime calling hours. Think about the tasks that take up most of your time each day, and how you can get a better return on your investment of time and energy. Organizational routine: An organization’s routines say a lot about it. Policies and procedures that reflect a com- pany’s goals and values do the most good when they’re put into practice every day. Your salespeople may under- stand that it’s their company’s policy to put the customer first, but do they act on it? How do they incorporate that policy into their routine? Do they regularly strive not just to meet their customers’ expectations, but to exceed them? Whether your customers get courteous treatment and prompt service shouldn’t depend on who’s answer- ing the phones that day. Show your salespeople that you expect them to follow company policies by monitoring your team’s activities and rewarding the behavior you say is important.
Just as giving a person all the right tools and parts
doesn’t necessarily mean he can build an engine, having the knowledge and ability to sell doesn’t mean you’ll real- ize your selling potential. To be as productive and profit- able as possible, your team and your organization need to know how to use their assets to their fullest advantage. With the right focus, physiology, and routines, your com- pany and your team can capitalize on their capabilities.
irritated if they have to go through a lengthy process to be heard.
3. Set high standards. Customers who seek out every potential flaw will give you a reason to eliminate those flaws. Remember, everyone has a bad day. If customers lose their tempers, forgive them. Make them com- fortable about coming back, because they might be a little embarrassed.
As much as anyone hates to hear criticism, it’s how we learn and grow. Try this strategy: Thank your customers for complaining – they just saved you from the next mistake.
– RENEE HOUSTON ZEMANSKI
SELLING POWER OCTOBER 2015 | 23 © 2015 SELLING POWER. CALL 1-800-752-7355 FOR REPRINT PERMISSION.
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