Engaging our Customers

I was reading the book, Strength Based Selling, and I came across this particular chapter on Engaging your customers.

We know how important customers are for business. Some says customers are "King" while others say they are the real boss of the business. There is no right or wrong to this but more importantly is the organisation end to end process align with what they see their customer as?

The key message for this chapter falls on 2 groups of customer.

1. Emotionally Satisfied Customers
2. Rational Satisfied Customers

Emotionally satisfied customers usually have strong connection to the company. They are the number 1 die hard fan and believe in the company. They are also the key reason for the growth of the company.

Rationally satisfied customers on the contrary usually behave almost the same way as customers who are dissatisfied.

How many of you knows what I talking about? 


It further note customer engagement are build on 4 emotional needs:

1. Confidence - the company can be trusted to deliver on their promises


2. Integrity - Customers trust that you treat them fairly and resolve their problem


3. Pride - Proud to be associated with this company. Customer like to feel good about the decision they made and see themselves as capable and competent.


4. Passion - Customers who are passionate about your company offering. Their describe their relationship as irreplaceable and perfect fits for their needs.

When customers feels their emotional needs are met everytime they are more likely to become emotionally engaged with you.

So, how do we know where we are? 

We all gonna start somewhere right? There are a set of questions which we can engaged our customers for status check and us to work on the shortfall.

1. Overall what things are working well as a result of our partnership


2. What elements of this relationship are helping us build solid results together


3. Is there anything that is not going well as it should be?


4. What could we change to correct this?


5. Are you dealing with any issues right now that I could help you work through to improve the business?


6. Is there any information or education you need that you are not able to get?


7. If you could change one thing about how we are working together, what would it be?


8. What would you never change about the way we work together?


9. Is there anything else that would help us build an even stronger working relationship?

The above questions I find them to be useful as a customer relationship status check amidst our hectic schedule. Try them out next time and let me know how well it works for you!


Side notes: Some of the information were extract from the chapter from the book of Strength Based Selling.

Your Customers Buy with Their Heart

Everytime I walk pass Starbucks, I can't help but always people reading, relaxing, chit chatting. The vibe is always good, no wonder people enjoy hanging around there. I feel happy when I am there too.

If you are in business, many will agree one of the most important things is people don't just buy with their head, they buy most of the time with their heart. The competition in today's marketplace is not for customer's money but for their emotion.Touch the people you serve and they will be back for more. Engage their emotions and they will become your most die hard fans.

Quoting from neurologist Donald Calne "The essential difference between emotion and reason is that emotion leads to action while reason leads to conclusions." 1 key take away I would believe is Human beings moved when their emotions are moved.

How does having the latest Iphone make you feel? How does having a branded Chanel Bag make you feel? You get the point?People go where they are cared for, special and good, People buy from a place of emotional engagement. Seems obvious? Not many put it in good use.

True Innovator.

True Innovator has a mantra they belief in...The enemy of best is good. They are constantly getting to make things better. What others call impossible they see as probable. They live out of their imaginations. They live to challenge the commonly accepted. They assume nothing. They see no limits. To them, everything is possible.

If you want to be a leader, I have a simple suggestion: Just keep innovating. Innovate at work. Innovate at home. Innovate in your relationships. Innovate in the way you see your life and innovate the way you see the world. To become stagnant is the beginning of death. Growth, Evolution and Reinvention sustain life. Sure it can be scary. But wouldn't you rather feel your fear than play small in life?

Of course, while you innovate and refuse to be bound by the chains of complacency, there will have chances that we will still fail. Not every risk we take and not everything will work out as planned. I mean that's just life. Failure is the essential to success and the more we stretch, the further we will growth. Failure is a gift. It has been so helpful to me. It took me closer to my dreams, equipped me with more knowledge and toughened me so much that i will be prepared. Success and Failure go hand in hand, like a business partner.

Companies that don't innovate wont survive, so the key is driving this innovation. The lesson is especially important when things are going well. Though it doesn't make sense but successfully company needs to me twice as innovative as their competitors to ensure they stays at the top. Leaders that don't innovate are displaced by those willing to take risks.

So go to work each day and refuse to do the same thing you did yesterday. Keep challenging yourself to think better, do better and be better. Shake things up a bit and confront your limitations. Refuse to in mediocre, stand up for whats best and commit to being great in all you do. And then you will realise how great you have become!  

Stay Productive. Are you?

The New York Times recently ran an article about how email can make people less productive. However, misuse of email is only the tip of the proverbial iceberg. Here are 10 actions that you can take today that can make you at least twice as productive as your colleagues.

1. Avoid meetings that lack an agenda.

Meetings can only be productive if people know why they're meeting in the first place. An agenda provides focus and purpose. The lack of an agenda guarantees meandering conversations that dive into rat holes. They're a waste of your (and everyone else's) time.

2. Never pick up on an unknown caller.

Unless you're working in telesales or product support, there's no reason why you should ever take a call from somebody you don't know. After all, when was the last time you took an unexpected call that was truly important? Days? Weeks? Months?

3. Permanently turn off your voice mail.

A voice-mail message consumes minutes of your time (more if you have to replay) to communicate information you could absorb from an email in seconds. Explain in your outgoing message that you don't use voice mail, and instead provide your email address.

4. Hone your email program's sorting rules.

It takes time and energy to change gear to sort through (and respond to) a long list of disconnected messages. Most email programs allow you to route different types of messages into folders, where you can review and respond en masse rather than piecemeal.

5. Periodically disable email and texting.

When you must do creative work or absorb complex information, the last thing you need is your computer and phone chirping and beeping for your attention. Whatever it is, it can wait until you've finished the task at hand. Trust me.

6. Give social butterflies short shrift.

For some people, a day at work means an endless coffee klatch. They wander the halls searching for somebody, ostensibly to discuss business but really just to chat. Don't let these time leeches hobble your success. Just say no. If necessary, get rude.

7. Reward your body with high-quality fuel.

What you eat determines your energy level, and your energy level determines how much you can get accomplished. Sugary treats provide a quick energy boost but then create an even deeper dip. Heavy foods take energy to digest, leaving you with less to use.

8. Take a five-minute walking break every hour.

The human body is not designed to sit for hours at a stretch. Attempting to do so inevitably creates aches and pains that leech your energy as your body tries to compensate and heal them. So get up and move! Use a timer if you have to.

9. Make your decisions more quickly.

Most people waste an extraordinary amount of time obsessing about (and second-guessing) their decision making. However, you're always better off making a good-enough decision quickly than waiting for an imaginary best decision.

10. Completely disconnect for 12 hours every day.

If you stop pretending to be productive when you're eating and sleeping, you'll be far more productive when you're actually working. Being always available is an unfailing recipe for stress, illness, and bad decision making. Give it rest.

I Want The Best, How About You?

One of the habits I consistently observed within those star performers and extraordinary leaders are their commitment to world class. They drive the highest quality class, live in the best house and wear the finest clothes. Their philosophy generally seems to be " I stand for being the best so it only make sense that I should invest in the best." And they held the belief even before they are successful.

Greatness is a state of mind. You need to believe in your potential and power before you can bring them to life. You need to feel like you are extraordinary before you can become extraordinary. I call this "emotional blueprinting" To see spectacular results in your external life, you have to emotionally create a blueprint of your vision within your inner life.

One of the best way I have discovered to achieve this feeling is to ensure that you surround yourself with the highest level. I remember reading a book years ago, written by Al Koran, called Bring out the magic in your mind. One of the ideas that stayed with me is : In order to be successful, it's important to go where the successful people are. Even if you have on $10, go have a coffee at the best restaurant in your city. His point? Your surrounding shape the way you feel. And the way you feel drives what you do. Feel world class and you behave world class.

Invest in the best. Buy the highest quality goods you can possibly afford. Better to buy one superb pair of shoe than three cheap ones. "Quality is remembered long after price is forgotten." When I just started out, I took part of my first pay check and invest in a great watch. It wasn't a rolex or cartier but it was a good one. My thinking was that it would last for years, make me feel successful while I wore it and actually end up saving me money because it would rarely need repairs. One of my friends who always looked for the cheapest deal laughed at me. But I turned out to be right. He changed 6 watches along the way, and mine is still working great!

I am in no way encouraging a senseless addiction to material things. All I am saying is that if you are serious about standing for the best. Rewarding yourself with the good things sends a message to the deepest and highest part of you. One that say I am worth it and I deserve it. It will inspire you to reach even higher, work even harder and be even better. To anyone who says that our self worth should be so strong that high quality goods won't affect how we feel, I respectfully suggest that such a statement misses the reality of human nature. Every one of us like nice things, they appeal to our senses just like a beautiful sunset, magnificent mountain.

The best investment we can have is to be the best. You might not agree but I owe you the truth. My tastes are simple, I just want the best, how about you?

The Wow Factor.

I like staying into hotels when I travel. They may be a bit over my budget, but there is still some lessons I can learn within it. That is customer service or known as The Wow Factor! I check out the cool design and observe whether the hotel pamper their customer to take them on a journey from start to finish that makes them go WOW!

Most of the hotels i stayed are amazing regardless of the amount paid. Simple gestures like having a big smile with a warm greeting when I entered. Some budget one have ultra cool design that goes in sync with the country theme. While some likes to have lots of green and fresh colours.

Once in a while, I would meet super nice front desk staff - the warm greeting with a wonderful offer of  hot beverage while I checked in. Some would ask on my itinerary and refine with me on the expectation and experience. Its like a community of its own!

Sometimes, I do hope some of the places would be less of a robot and more of a human. What do I mean? Have you ever encounter someone who talk in a fast pace monotone voice. The best part, they complete everything before you understand. Its amazing how you manage to get through everything eventually.

Overall, most of the places I stayed in under promised and then over delivered. If given me a chance, I would stay back again! They have well trained staff who understands travellers issues and proactive enough to make us feel at home. That's most important and it's what we need - The Wow Factor

Leadership

There is a statement which I think everyone should know. "Everyone needs to be a leader." I believe for a company to move into greatness, every person on the team needs to see himself or herself as a leader. The best companies on the planet grow leaders and develop leadership potential throughout the organisation faster than their competition. Making that happen is their number one focus. And they do it quickly.

But I am not saying everyone should run the company. That makes no sense. Everyone is a leader, but not everyone does the same thing. Imagine in a resturant, the chef role is to ensure the dishes are cook, the waiter to ensure the diners ordered are placed correctly and follow up with them. The cashier, to collect money. What if the chef takes on the role of the waiter, while the waiter become the cashier and the cashier become the chef. It would be chaotic!

Know your role. Everyone needs to behave like a leader-no matter what they do. Everyone needs to demonstrate leadership traits- regardless of their position. That means everyone needs to take responsibility for getting the results that they generate. Everyone needs to do their part to shape culture. Everyone needs to be positive and inspirational. Everyone needs to keep a customer happy and protect the  brand.

Everyone is a leader, but not everyone is the same. If you are appointed as leader in your life, see how you can make everyone a leader here.

People and Relationship

The best performers in business don't hide behind their desks. They know that business is about connecting to people. When people like you and know you and trust you, they will help you. Just the way it is. Human nature at play.

The best managers get out from behind their desks and have rich and meaningful conversations with their team. They get that passion is contagious and, before someone will lend you their hand, you need to touch their heart. The best salespeople get out from behind their desks and break bread with their customers. They understand the power of relationship selling.

People don't buy products and services - they buy people and relationship.

The best employees get out from behind their desks to collaborate with their teammates, support their colleague and to spread enthusiasm.

More than ever in my own life, I try to get out of the office. I love my team but they know what they are doing. They lead without title and are empowered. I'll just get in their way if I am around too much. I need to be out meeting, serving my beloved clients and helping build world class organisations. I need to be out learning new ideas and interesting insights that will find their way onto my blog or into my next speech or book.

Hiding behind my desk is the worst place I could be. It will never happen in my lifetime!

Always be Better and Doing Better!

I always have a keen interest in business; business that is accomplished and successfully run. For all the business, they seems to have a common secret. I mean, they must all be doing the same things, that why they can be so successful.

I was seating in a coffeeshop having my prawn noodle one day. Seating with me was a coffeeshop uncle enjoying his Kopi - O. For those who don't know what is Kopi - O, its Black coffee. No sugar nor Creamer.

Back to the topic, he looked at me and say "Son, you know why wealth can never last 3 generations?" Confused by his sudden question, I replied, No. Why? He say "Because the second and third generation can never go through what the first generation does. This motivation, determination, courage and all the trial and testing to ensure that this business system will work.

I nod with agreement, he continued " I always believe in getting better and doing better. I will never accept myself to settle in mediocrity."

Ok, I replied giving him the blurred look wondering why is he telling me all these and thinking who is he. Some big boss in some company or what?

He carried on, " There is 4 principles I always held true to me. They served me well my whole life. I learned it from my mother, she was the most amazing people i ever known. And I miss her a lot!"

"Sorry to hear about it, drink some coffee, you feel better" feeling lost now. "it's ok. I need to go back office soon. But before i do, I would like to share with you my 4 principles."

Improve - Always be getting and doing better. Never Settle for mediocrity.

Observe - Talk to the people you work with. Really listen to them. And keep your eyes on the business. Because you can expect only that which you inspect.

Connect - Be really good to people. Treat your customers with respect. Give them good value. Be caring and deal with any complaints fast.

Adapt - Conditions change. Competition grows. Uncertainty is the new normal. Stay fast. stay flexible. Stay Nimble.

Like a student listening attentively to the master,