Newsletter archives:
The Sales Connection, Volume 3, Issue 2
February 2006
What you will find in this issue:
The Sales Connection is a newsletter designed for you to gain insight and practical tips for your sales career. My name is Kathy Garland and I work with my clients to help them develop the tools and strategies they need to live an extraordinary professional and personal life. I welcome your comments and questions.
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SALES TIP OF THE MONTH: SURPRISE AND DELIGHT YOUR CUSTOMERS
Recently I was in between appointments and needed to grab a bite to eat. So I stopped in a familiar Chipotle's close to a college campus. I had been in there several times with my daughter, who lives in the area. When it was my time to order, the manager was helping out and greeted me with "Hi! You've been here before haven't you?" Well I suppose that could sound like some sort of cheesy customer service, but I could tell he was sincere. Plus I probably stood out from the usual college and single crowd that typically stop in. So we had a nice conversation while my order was being filled.
When I reached the cash register, he said, "Kathy — it's on us today." I was so surprised I almost forgot to thank him. But I did and went back later to thank him again after I finished eating.
Service like that doesn't happen too often. He totally surprised and delighted me. I did not walk in expecting a free lunch. I did expect good food and good service and Chipotle's went beyond that.
Another time I was getting my oil changed at Goodyear and the man who was checking me out made some suggestions about what maintenance I needed next. They had even gone to the trouble of prioritizing what needed to be done and by when. That's service I don't normally expect and I have a very favorable attitude toward this business.
There's one more story I'd like to tell you about. My domain names are registered with Domain Direct and I had some technical questions about my email accounts associated with my business domain registration. The customer service representative looked into it and told me that I had purchased a package with capabilities I didn't need. He then refunded me the difference immediately. Do you think I'll ever go anywhere else to register my domain names?
What can you do to surprise and delight your customers? A company I used to work for always sent out fun Halloween gifts to our clients. Totally unexpected. We filled piñatas and crazy baskets with candy and fun gifts and decorated them with scary ghouls and witches. We had a lot of fun doing it and our clients were always surprised and delighted.
Anything you can do with a personal touch helps your clients remember you. As you know we all receive thousands of messages and communications each day, so we need to make sure we stand out. Consider these ideas:
- call your customers when your only agenda is to say hello and see how they are doing
- send gifts and cards at unexpected times
- send them newspaper clippings when they, their company or family are featured
- send them web links and other resources that will help them with their career or their business
- add something of value to your regular services once in awhile
Find ways to surprise and delight your customer and you will be delighted with the returns you get.
In my next newsletter, I'd love to publish your best story about either being surprised and delighted or how you surprised and delighted a customer or prospect. Send your story to me at kgarland@quantapartners.com or call me at 972.529.6744.
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TRAINING OFFERED BY QUANTA PARTNERS LLC
Self-Driven Success™ Retreat April 21-23
The next Self-Driven Success™ retreat will be offered April 21-23, 2006 at the fabulous Gaylord Texan Resort in Grapevine, Texas. This retreat is designed for women to take time to plan accomplishments for 2006. Participants will leave the weekend focused on what they want to achieve and with a comprehensive planning process to make it happen. To learn more, visit www.quantapartners.com or contact Kathy Garland at 972.529.6744 or kgarland@quantapartners.com.
Positive Writing Class begins February 28 and March 3
"I had a goal to become self-employed and earn at least $7400 gross per month. Well, I started officially on Nov. 1. And I've earned $27,500 in those 2 months. Can you believe it!!!"
"Yes, I saw an increase in my income, but maybe more importantly, in my focus."
If you want to get focused and keep focused on your goals, then I encourage you to join my Positive Writing Program.
The purpose of this program is to help you reach your goals by staying focused on them. It is not a creative writing program, rather it is a program of Teleclasses, weekly inspirational emails and a short daily writing practice that keeps you focused on your goals. I will lead you through the steps to develop your writing practice. Enjoy these benefits from the program:
Reach new heights of confidence and clarity.
Develop intense focus on your desires.
Blast through that wall that holds you back from being your best.
Accomplish previously unattainable goals.
On Tuesday, February 28 at 7 p.m. CST, and on Friday, March 3 at noon CST, I will be leading a kick-off call to explain this powerful program and how to get started.
Here are the details:
Positive Writing Program
What: Three month program with 7 Teleclasses and class summaries sent via email, weekly inspirational emails and a personal call with me to clarify your goals.
Dates: Kickoff calls either Tuesday, February 28 from 7 - 8 p.m. CST or Friday, March 3 from noon - 1 p.m. CST. Phone number for calls and further dates will be provided at registration.
Cost: $169
To register: Call Kathy Garland at 972.529.6744 or email kgarland@quantapartners.com.
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QUOTES OF THE MONTH:
"The chief cause of failure and unhappiness is trading what we want most for what we want at the moment." — Unknown
"You never find yourself until you face the truth." — Pearl Bailey
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RESOURCE REVIEW: FOCUS
Focus, a marketing book by Al Ries, is a great book on understanding the power of focus. He discusses this in terms of today's business and how far off track businesses can stray from their core business. Once a business adds too many different products and services, the business becomes too fragmented and usually losses follow. He gives a lot of scenarios from current and past business successes and failures to demonstrate his point.
What we can learn, especially if you are a business owner or responsible for marketing or sales in your company, is that we need to focus our efforts for success. He says that the number one reason a small company fails is because they are trying to do too many things at once. We can take a lesson from that and apply to our own careers.
The book is lively and well-written. If I have any criticism for the book it is that he uses story after story to drive home his point, when, in my opinion, fewer would do. The book is successful because of the examples he uses and he gives us ideas for keeping our own business on track.
Ries, Al. Focus. New York: Harper Collins, 2005
© Kathy Garland, 2006
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