Author Archives: PTW Lifestyle

Goals – 5 tips to keep your goals moving for 2016!

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I read that some people already have stopped working on their Goals for year 2016.  Hopefully you have made it easy to see your goals and review them for progress frequently.

Here are 5 tips to keep your goals moving for 2016:

Make sure you have goals written down and easy to find.

  1. Look at your goals daily.
  2. Make time to work on your goals daily, even if you spend a few minutes.
  3. If a goal seems to hard, revise it.  Look at smaller parts of each goal to work on.
  4. Never give up — Make 2016 your best year yet!

 

95%??

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After much reading, discussing and watching I am convinced that over 95% of people going into a new year don't have written measurable goals for the year.  Many of you have heard this bit of goal setting “Wisdom” and still don't have written goals.

If you are a sales person and say “Wow! I need more sales to make my year!” — you may be out of luck.  If your sales cycle takes longer than 9 weeks from start to close to shipment, you are out of time.

Now is the time to begin looking toward the New Year 2016.  Begin by setting an appointment with yourself for 30 – 60 minutes.  Get blank paper or a blank computer screen and begin writing your thoughts and ideas for accomplishment next year.  This first cut at goal setting doesn't have to be neat — just take time to think about and write your ideas and thoughts down.  My beginning session is usually quite messy and unorganized.

Put this information away in a place you absolutely won't forget where it is so that you can retrieve it next month early December.   Then set an appointment with yourself for 30 – 60 minutes early December and get your list out.

In December you will be amazed at the progress you will have already made toward thinking about and planning your goals for next year.  Your fist list may be messy, but you will be ready to define and refine the list.  You will be subtracting, adding and modifying the original set of goals.  Make the list a little neater and resolve to begin your goals and measure your goals.

Why do I believe in doing this?  It's because I use this method every year and then I set a tracking system and measure progress.  This works!

Try for yourself and get into the 5% group of people who actually write and strive to achieve their goals.  Remember a lot of “Luck” goes along with a lot of preparation.  Look out 2016 here we come! 

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Do customers come back?

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When I bought my first company in 1997, I had a 30+ year old going concern, manufacturing in the aerospace arena.  Sales were made in spite of themselves.  Sales were made if the phone rang and someone actually answered it.  In reality the customer had to convince them to take the order and deliver product somewhat close to their needs.

Sounds absurd and contrary to what we all think about today when talking about good and exceptional customer service.

Today I am involved with another business, working in the aerospace arena.  We manufacture needed precision and sheet metal parts, and can provide engineered fabrication and assembly.  The company has been around for over 25+ years.  I don’t see much difference than when I bought my first company.

Today management talks about exceptional customer service, but I find little evidence of actually doing customer service.  During my career I have had opportunity to view and review many companies from supply and supplier side of manufacturing and in many cases I have observed only rhetoric and published mission statements of concern for customers and many times have not seen “Customer Service” in practice.

Rules of engagement say we should have only the customer and customer’s satisfaction in mind.

Reading about and visiting companies I seldom find someone saying “Wow – I can’t wait to give this company my next order!”  Don’t get me wrong — there are companies out there that are concerned about customers and making the buying experience good and/or great!

So, think about your customers and how they view your company.  Here is the process I am undertaking to get more customers and create an atmosphere in the company to keep the customers coming back.

Ask the following and then act on what you find:

  1. Do customers believe it is easy to do business with us?
  2. Do we provide fast accurate quotes or response to pricing requests?
  3. Do we have reasonable delivery times?
  4. Do we work on reasons why if our pricing is out of line?
  5. Do we respond quickly to RMA’s/customer returns?
  6. Do we really care about customers and their experience doing business with us?

Certainly not an exhaustive list of questions.  However, if you are in business and sell to others these questions need be reviewed and acted upon.

I want customers to come back!

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Good Selling or Bad Selling?

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This week I had a scripted telephone sales call come through.  It was a service I am interested in and I listened.

The caller was a lady obviously not used to making telephone sales calls.  She was very nervous and would not deviate from her script.  This could have been mandated, but there was no friendliness or emotion — only monotone, nervous reading.  The script was written to have the caller periodically ask if there were any questions on the material just covered.  I could only imagine her relief when I answered “No questions at this time”.

After about 1-1/2 minutes she concluded with a final — Do you have any questions?  I had none.  However, had I not been taking notes as she quickly delivered the presentation I would not have had any data as to what she was telling and selling.  I may continue and purchase this service.  However, I will go on-line and do my research.

I listened to this particular presentation because I am interested in the service, and I am very interested in how people are taught and trained in selling.  This instance was not a good showing for the company trying to get me to buy.

I'll bet she was relived that I had no questions  and I also believe she will not be in the selling game long, or worse she will get fired.Many companies don't train or send sales people to sales training.  Most get the same training I had —  Here are your business cards, here are the brochures, there is the door — Go forth and sell!

When I was thrust into sales many years ago, I was so nervous I had to have my opening script with my name included so I would remember who I am.  I learned very quickly that a perfectly written presentation given in a monotone rote delivery was ineffective.

— But —

We all say “That is an absurd obvious statement!”.  We all know that you can't sell that way.  Listen next time a telephone sales person calls — The calls are the same and generally you can pick out the sales “Pitch” and decide to get off the call.

Is this how you sell?  Many good potential sales and/or referrals are lost, just because the basics are not provided and utilized for sales success.

Good Selling or Bad selling! — You decide.

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Warranty/RMA’s (Return Material Authorization). Necessary – But – Really Bad!

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Sometimes we make customers mad and don't even know how bad we have treated them!

Causing and/or allowing defective material to leave your facility can and usually does require Warranty/RMA – Return material authorization.  To me RMA is the black mark of black marks when viewing total customer service and satisfaction.

I started my career in the world of customer service, dealing with Warranty/RMA – return material authorization processes.  After several years of building and working in warranty and RMA departments I found myself being very good at dealing with mad upset customers.  After many years, I have decided that returns are the worst form of customer service possible.

Customers buy with trust that the product purchased was useable, not to be returned.  A perception of a companies on-time delivery, reasonable pricing, great reliable products and great supplier company — “Can be gone or at least damaged”.

As I grew through the Warranty/RMA system, I wrote procedures, built departmental space, created budgets and hired personnel.  Years ago as is today this is a necessary evil.  However, after much thought and reflection I have concluded that this department and procedure should be continuously monitored and reviewed by top management.

After buying and operating my own company in 1997 I decided that even though I needed a Warranty/RMA department and system, it should be diligently watched and monitored.  I set up metrics to watch and be notified of any returns on a daily basis.

Many companies know the reality of having the Warranty/RMA service.  Many, especially larger companies I have worked for never really monitored the process – they set up the department and took it as a fact-of life, put it in the back room and ignore.

I believe this was part of the nucleus for my start on the “LEAN JOURNEY”.  I now own another company and we have begun lean thinking — I am definitely watching and doing all that I can to stop and/or keep returns as close to zero as possible.

Remember, Warranty/RMA's (Return Material Authorization), Necessary – but – Really Bad!

 

Sales, Selling — Follow-up?

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Ask a sales person –

“When is the best time to follow-up with XYZ customer?”

“When is the best time to follow-up on a recent quote?

“When is the best time to follow-up on “Blah, Blah, Blah?”

 

All too often we hear, It’s too early, or I am not sure now is the right time, or I don’t want to bug the Buyer/Customer/Etc.

 

Have you ever taken the time to think about “Follow-Up” in selling?

Some sales people follow-up too often and disturb/disrupt the potential customer.  It is estimated that you need 7 contacts with potential clients/customers before a transaction happens.

I am self-taught in selling and when I found a really good system I latched on to it.  I have been using the Sandler Selling system for over ten years. (I would be happy to provide my contacts to anyone interested.)

A great technique that I learned and use is the Sandler Technique of using an Up-Front Contract with potential customers.

 

Simply ask the prospect/Client for the next time contact would be appropriate.  Set an exact date and time if possible or get at least a time frame for contact — Then do what was agreed upon!

Too many times I have had sales people working for me or trying to sell to me stop — after the very first call.

 

Never get caught in this trap —

It’s too soon to call — Now it’s too late the order was let to someone else.

Good Selling / Bad Selling!

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Some years ago, I had possibly the best Receptionist/Gatekeeper in business, she understood and could stop none essential sales people from getting through. One day our Receptionist/Gatekeeper brought me a package. It had been hand delivered.
In the package was a T Shirt from my alma mater — Indiana Institute of Technology, and a note from the salesman requesting an appointment, and comment that he hoped I appreciated his effort to get my school T shirt. He said he would call in a few days.
I graduated from IIT in 1973 with a Bachelor of Science in Mechanical Engineering, the idea that this salesman had gone to the trouble to get me the shirt was unique and I liked his style.
At that time I instructed our receptionist/gatekeeper that I was impressed by this salesperson and that when he calls I will take the call. After a little research on his company, I was pretty sure I would not need his services. However, I would listen to him and then if possible direct him to a referral.
He never called!

How many times have you had seemingly good salespeople just not follow through?

Good selling or bad selling?

Goal Setting – As reported in “Think & Grow Rich”!

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Take a thorough self-inventory!
It is a proven fact that there is great value in solving problems or developing desirable habits by asking yourself the right questions. “Know thyself” and you have taken an important step to happiness and success.

Engage in thinking, study and planning time to set and achieve desirable goals. Learn how to recognize, relate to, assimilate and apply universal principles that, once applied, will help you achieve any objective you desire.