You got into your business because you wanted to help people. But the people you help want to do the same! Change your mindset to give CLIENTS the opportunity to serve those they love by referring them…to you.
Take advantage of my 17 years of experience working with financial and insurance advisors at all levels by attending my webinar:
If you want more clients with less stress and without spending a lot of money, you’ll want to tune in NOW!
And don’t forget to join us for our PowerMinutes Coffee Break!
TOMORROW, September 13th
And every Tuesday at 10 AM Eastern.
Get answers to your questions about prospecting, sales, marketing, time management, practice management and more.
Just grab your brew and come to http://sandyschussel.com/conference
or join us by Phone: (646) 558-8656 or (408) 638-0968, Meeting ID: 712-034-6888
Want more info? Email issues? Please, contact me here!
In 1973, at the age of 46, Bob Farrell sold his 55-store ice cream business, Farrell’s Ice Cream Parlors, and became a motivational speaker. Some time before that date, he had received a letter from a customer who was very disappointed. She had asked for an extra pickle with her meal at one of his stores, and had been charged for it.
Farrell promptly sent the woman an apology and began teaching his staff to “Give ‘em the pickle!” Bob died last year at the age of 87–but to the very last, the former ice cream king was talking about this principle.
Farrell defined “pickles” as those extra-special things you can do to make customers happy. In one business, it may be walking a customer over to an item she’s looking for rather than just pointing. In another, it may be a handwritten “thank you” note in every order shipped. The trick in any practice or service business is figuring out what the particular pickle is for your particular clients, and then to make sure they each get one as often as possible.
Farrell’s Pickle Principle contains four main concepts:
- Service: Farrell said serving others must be your number one priority. You work in a noble profession–whatever profession it is–so be proud of what you do and where you work.
- Attitude: Every day you get to choose your attitude. How you think about your clients is how you will treat them. “In a way, you’re in show business,” Farrell told his audience, “so play the part!”
- Consistency: Clients return because they like what happened the last time. Set high service standards and live them every day. Tea on a silver platter twice–but not the third time–can rattle a client.
- Teamwork: If you’re working with a team, commit to providing service through together. Look for ways to make each other look good while you’re serving your clients.
Always give your clients or customers a pickle, and keep REACHING…
MARK YOUR CALENDARS: Back next Tuesday, June 21st—
PowerMinutes Coffee Break is up and running!
Every Tuesday morning at 10 AM Eastern
I’m hosting live, 15-minute *cups of coaching*…
Get answers to your questions about prospecting, sales, marketing, time management, practice management and more. Nothing is off limits!
No registration required!
Just grab your brew and come to https://zoom.us/j/7120346888
or join us by Phone: (646) 558-8656 or (408) 638-0968, Meeting ID: 712-034-6888
or by iPhone One-Tap: 16465588656,7120346888# or 14086380968,7120346888#
One of my coaching colleagues, James G. Butler, shared a story a short time ago about how much fear can cost you:
At the Seattle airport, James was in the security checkpoint lineup, where the wait was likely to be over 2 hours long. James had showed up with plenty of time.
Another man, however, was booked on an international flight to Germany and had showed up with only 45 minutes to get to the gate.
After a failed attempt to sweet-talk the security guard in the first class line, that man found himself behind James on the regular people’s line. As James saw it, the man’s only option was to ask everyone in the normal line if he could to go in front of them.
But he wasn’t doing it.
Even though over $1000—the cost of having to rebook—was on the line, the man told James that he would not ask 300 people if he could advance ahead. It was clear that he was afraid to ask so many people for their help; afraid of putting himself in the vulnerable place of possible rejection, over and over and over. In that moment, he was paralyzed by his fear.
James suggested that he did not have to ask 300 people for anything. He just needed to ask one person at a time. He was letting the enormity of the entire journey cripple him from starting with just one step.
James asked him if he was willing to just ask one person at a time, and the man acknowledged that doing it that way sounded much easier. He asked the person in front of James if he could move ahead, so that he could make his plane. And then he asked the next person, and the next…
James watched the man as he made it to the front of the line in 10 minutes flat, now certain to make the flight.
The lesson here is simple: REMEMBER THE POWER OF “1”. When you’re overwhelmed, or fearful about the enormity of a goal or project, focus on one tiny part of it. Do one thing. And then do one more.
Instead of compiling a list of 50 people to reach out to, think of one person and reach out to him or her. Then another. Then another. Before you know it, you’ll have contacted 50 people.
Use The Power of “1” to change your view of the tasks that overwhelm you, and little by little, keep REACHING…
COMING SOON: Sandy’s PowerMinutes Coffee Break!
Starting June 14th, join Sandy live for a 15-minute *cup of coaching* every Tuesday morning at 10 AM Eastern. Get answers to your questions about prospecting, sales, marketing, time management, practice management and more. Nothing is off limits! https://zoom.us/j/7120346888.
How you view your success is a matter of choosing your focus. Do you believe the thoughts of the jealous people in your life? Or, can you focus on your own thoughts of deserving success, so that you don’t sabotage it?
“I most certainly did not need a lecture!” Marie, an internet consultant, wrote me this week.
Last week, I had asked for proposals for help with an internet project I’m working on, and Marie had been the first to respond. Her email had specifically addressed my request and was filled with enthusiasm, and she appeared to have experience in both of the areas in which I needed help. Each of the other consultants who responded only had skills in one area or the other.
When I spoke to Marie a few days ago, we got a little more into the details of the project, and I told her that I still wanted to talk with the three other experts who responded, but that I would get back to her after my conversations and after reviewing her detailed proposal.
Marie then called me on Monday to make sure I had received the proposal, and to find out if I had reviewed it.
Yesterday, just one week after our initial contact and two days after her follow-up call, she wrote:
I’ve yet to hear back from you, so I guess it’s safe to assume you’ve decided on hiring someone else.
Regardless of your intention, a note like this conveys a neediness and negativity that can make a prospective buyer of your services run for cover. There were several good reasons why Marie didn’t hear back from me this week. What basis did she have to assume I had gone elsewhere? Was her intention to “guilt” me into reassuring her that I hadn’t made a decision yet, or to decide to use her?
Upon receipt of Marie’s note, I could have: (a) decided that the negative, needy tone was a turnoff and simply made Marie’s message a self-fulfilling prophecy, or (b) ignored the negative and needy tone. But because my work is helping professionals get more clients (something about me Marie needed to know), I chose option (c), to tell her how her letter might appear to a prospective client:
…It’s a giant and negative leap to assume that because a week has gone by, I’ve decided to work with someone else. A better approach might be to ask if there’s any way you can help a client decide.
I haven’t made my decision yet–let’s talk again next week!
Marie’s response is above. She also said,
Perhaps we would not be a good fit after all.
When you’re trying to attract clients, your need for their business is the ugliest thing you can show them. Perhaps I shouldn’t give my advice where it hasn’t been requested–a good lesson for me! But perhaps the reason “we’re not a good fit after all” is that I was right about my sense that Marie had shown me that her need to have another client was more important than my need as a prospective client.
By the way, had Marie understood why I was giving her advice on dealing with prospective clients, it would have shown me she completely understands the work I do, and she would have surely had the job. She could have disagreed with my interpretation of her email, or on my tone, and we might have discussed it–but none of that can happen now.
Marie wanted more clients…but she didn’t want help. If you do want to attract clients to your practice or service business, welcome help, be gentle, assume the best, and keep REACHING…
There’s a more effective way to deal with clients than to simply try and get them from how they feel straight to your proposed solution. Here, Sandy explains how to find out WHY they feel the way they feel by reframing the WAY in which you go about helping them—by knowing which questions to ask, and when not to ask anything at all.
Almost everyone knows that to succeed at anything, you need:
- A clear, specific goal
- A step-by-step plan to reach that goal
- Immediate and massive action on the steps of that plan
- A willingness to persist until you reach the goal.
If you’ve read Napoleon Hill’s Think and Grow Rich or are familiar with Rhonda Byrne’s The Secret, you know that you need to put out into the universe your desire to make your goal a reality. But you also know that you can’t just wish your way to what you want; you need to be taking action, too.
In the course of my coaching and training work, I’m asked a lot of questions about the basic principles above. For instance:
If we’ve all heard these things before and we “know” them, why are so many of us no closer to where we want to be this year than we were last year? Why are some of us actually further behind? Is it because this stuff only works for a few people? Are we not doing it right? Is luck an essential element that some of us just don’t have?
For a long time, I believed that people didn’t get what they wanted–and professionals didn’t have the practices they wanted–either because
(1) they didn’t know what to do or how to do it, or
(2) they knew how, but were afraid to do it.
My friend and mentor, Steve Chandler, started our relationship by sharing an even more fundamental reason with me: they haven’t decided to pursue it. Whether or not they know what to do or have fears about it, they simply haven’t chosen it. They haven’t made the commitment to get past their fears or to learn what they need to learn.
Of course, the hesitation to make that commitment might itself be caused by fear, but then, they haven’t made the commitment to take steps to overcome that fear. So, while most people know how to be successful (however they define success), they are, in essence, choosing not to be it.
Advisors and other salespeople often mistake “selling” for the art of persuasion. But really, it’s about making meaningful (sometimes emotional) inquiries into your prospects’ lives, so that they can determine for themselves that you have what they need.