This should not be an interrogation but a conversation. You ask a question and allow the potential buyer to explain what they think they want or need. Often what they think they want or need is not the solution to their issue or problem. So, you need to ask them simple probing questions that allows them to explain the situation that they are facing so that you can eventually offer the right solution. You are not selling at this point. You are discovering how they view the situation and what they want to improve. Often the solution is something completely different than what they originally thought.

Your task is to accumulate as much data as possible. You are listening and seeing the issue with a detached view. The buyer wants a solution so that they can move on to greater success or to deal with other issues. If you do not discover the complete want or need then you may not eventually offer the correct solution.

Sales people who are good at discovering wants and needs are viewed correctly by the buyer as a good listener who is focused on the buyer’s needs not what you have to sell.

Being successful in business relies almost completely on obtaining and retaining a steady customer base. Successful companies usually have 80% of their business dealings through approximately 20% of their customers. 

In all actuality, too many businesses are neglecting this pursuit of customer loyalty in order to obtain new customers. Any effort to obtain customer loyalty is worth it in the long-run and will pay off substantially down the road.

The best ways to build customer loyalty include:

    Communicate: Reach out to reoccurring customers through such things as e-mail newsletters, a holiday greeting card, monthly fliers, etc.

  Customer Service: Go the extra distance to meet customer needs. Even though the saying “The Customer is Always Right” doesn’t really apply anymore, a good solid customer relations process is highly important.

    Employee Loyalty: In effect, loyalty works from the top down. This means that loyalty shown to employees makes for happier employees and they will pass that happiness and loyalty onto customers.

    Customer Incentives: Customers need reasons to return to a company for repeat business. 

    Reliability: Be reliable and do what you say you’re going to do. If problems arise, though, be up front with customers immediately.

      People over Technology: Customers are not fond of machines and, therefore, the more difficult it is to speak with a human when it is necessary will end up making the customer shy away from doing further business.

Obtaining new customers is the first step to a successful business. Retaining those customers by following some of the tips above will allow a business to remain successful for the long term. t

born with the skills to make them successful.   Obviously in order to be successful in sales you must have the personality to engage people. However, just an engaging personality will not insure success. There are 6 six very important steps for a sale to be made. These steps happen in sequence but not always with the same amount of time. Failure to follow these steps will almost certainly result in failure.

Sales Success Steps:

1. The Introduction – you need to make a favorable first impression
2. Gain Favorable Attention- Engage the prospect and sell them on you as a solution provider
3. Discovering Wants and Needs- Uncover the prospects wants and needs
4. Presenting Benefits and Consequences- Present your product or service as a solution to the prospects wants and needs
5. Closing- Get the order
6. Follow-up-  Do more than the customer expects and you will get more than you anticipate

So if you follow this process, you will improve your sales results.

If you want more information about this sales process contact Hank Sullivan at hsullivan@stratsolutions.net or call 510-432-7596

ne of the aspects of the hiring process that’s often overlooked by companies is that of cultural fit.  In other words, how well a candidate fits into the overall culture of the organization. While at first glance, that consideration might not seem too important, it’s actually crucial for ensuring a good hire with a high probability of retention.

There are two measures by which you can assess a candidate’s potential for fitting into the company’s culture. Those two are as follows:

·         The candidate’s values or the things that they hold in most esteem.  One way in which to ensure that the candidates you hire share the same values as your company is to pro-actively promote the company’s values. This can be done by posting them on its website, as well as someplace within the building, such as in the lobby. (The statement of values can also include the company’s mission statement.)

·         The manner in which the candidate likes to work.  This pertains to their “preference for production” and how it stacks up against the company’s standard operating procedures. Do they prefer to work alone? Or do they thrive in a more cooperative atmosphere? If there isn’t a match between the candidates’ most efficient mode of operation and the company’s, problems could arise.

Making a good hire a bad one

There’s no doubt that talent and skill set are important components in determining who to hire. In fact, it could even be said that those are the main factors in the decision-making and hiring process. However, it would be a critical mistake to not take into consideration the importance of a good cultural fit.

Without such a fit, a potentially good hire can sour over time. The employee will gradually become less productive, less motivated, and less likely to remain engaged in their position. All that means, of course, that they’re a prime candidate to leave, which is exactly what you don’t want.

If you have any questions about how we can help you with your hiring needs, contact us at 510-432-7596 or E-mail hsullivan@stratsolutions.net.

Many managers (owners) have the authority to make decisions and manage their business. They also believe that they have the power. Unfortunately, they are working under a misconception. There is a vast difference between having the authority to manage and having the power to manage.

Authority according to the dictionary is the ability to exercise (administrative) control over others. It is granted to a manager by the company or organization in keeping with the position that position holds.

It is a right to settle disputes, to control operations, to make and implement decisions and to administer or manage.

Power is the measure of your personal effectiveness. It is a skill that you develop in the everyday use of your authority. You earn your power; it is granted to you by those over whom you have exercised your personal ability and capacity to influence their behavior. Power places few limits on your available lines of action and implies a flexibility of behavior suitable to a variety of situations. It is a form of individual freedom to be creative, innovative, and responsive to the needs of others who will assist you in reaching your goals.

Authority, on the other hand, defines limits and action that you have the contractual right to take or use. It is granted to you by the organization as part of the organization’s attempt to control.

Managers who frequently have to resort to using authority diminish their personal power and ultimately their ability to influence and lead others.

They often find themselves having to use coercion to get things done. As a manager, if you possess power, you need only use authority as a last resort to accomplish your ends.

Managers, who create a climate of trust and cooperation, help their subordinates maintain their dignity, pride, and autonomy. Employees working under such conditions have been found to be happier, highly productive, and personally motivated.

Therefore, it should be the goal of an effective manager, to create conditions wherein individuals can set and achieve personal goals while achieving the goals of the organization.

In the words of Dwight David Eisenhower: “Motivation is the art of getting people to do what you want them to do because they want to do it.”

For more information on this and other leadership issues contact Hank Sullivan at Strategic Solutions 510-432-7596 or email:hsullivan@stratsolutions.net

Is your business plan in place as you begin this New Year? If not, it is not too late to begin. Every successful business has a plan and updates it annually. However, it is not the planning that will guarantee your success. Success is dependent on the execution of the plan and doing it right.

Successful business leaders do the right things in the right way, the first time and all the time. They are able to do accomplish success because they follow the dictum, “Implementation of Proper Planning Prevents Poor Performance.” Just because something worked before does not mean it will work for you in 2008. In fact, much of technology, information and knowledge that we possess today, did not exist only a few short years ago.  We need to respond to the changes around us and plan accordingly.

In today’s world you must plan and execute. There is an old saying  “He who hesitates is lost.”  Successful business people know that they must do the right things correctly the first time. Mistakes mean rework and haste makes waste. Rework means more time and additional costs, both of which result in lower profits and the possible loss of customers. Speed is important in succeeding but taking the time to do things right the first time will be appreciated by your customers and clients.

Successful business people are the ones who have formed the habit of “Doing it now!” They frequently do the things that unsuccessful people do not like to do! When faced with difficult challenges or unpleasant tasks, they do them immediately.

You will achieve more success by getting the difficult things done first and then go on to the things they enjoy and that they do with ease. Procrastination does more than any other habit to rob us of satisfaction, success, happiness and most of all Time. More than 2 centuries ago, Edward Young wrote, “Procrastination is the thief of time.” A well –organized life and business leave time for planning, leading and follow through. To the procrastinator, time is like a task master with a whip. To the organized, action oriented person that same amount of time is like a savings account that keeps growing. Are you going to be a procrastinator in 2009 or the action oriented person? The decision is all yours.

Authority according to the dictionary is the ability to exercise (administrative) control over others. It is granted to a manager by the company or organization in keeping with the position that position holds.

It is a right to settle disputes, to control operations, to make and implement decisions and to administer or manage.

Power is the measure of your personal effectiveness. It is a skill that you develop in the everyday use of your authority. You earn your power; it is granted to you by those over whom you have exercised your personal ability and capacity to influence their behavior. Power places few limits on your available lines of action and implies a flexibility of behavior suitable to a variety of situations. It is a form of individual freedom to be creative, innovative, and responsive to the needs of others who will assist you in reaching your goals.

Authority, on the other hand, defines limits and action that you have the contractual right to take or use. It is granted to you by the organization as part of the organization’s attempt to control.

Managers who frequently have to resort to using authority diminish their personal power and ultimately their ability to influence and lead others.

They often find themselves having to use coercion to get things done. As a manager, if you possess power, you need only use authority as a last resort to accomplish your ends.

Managers, who create a climate of trust and cooperation, help their subordinates maintain their dignity, pride, and autonomy. Employees working under such conditions have been found to be happier, highly productive, and personally motivated.

Therefore, it should be the goal of an effective manager, to create conditions wherein individuals can set and achieve personal goals while achieving the goals of the organization.

In the words of Dwight David Eisenhower: “Motivation is the art of getting people to do what you want them to do because they want to do it.”

For more information on this and other leadership issues contact Hank Sullivan at Strategic Solutions 510-432-7596 or email:hsullivan@stratsolutions.net