Tis the season alright!

That time of year when everyone temporarily puts aside their faculties of logic to indulge in mindless spending. We even spend money we don’t have, but hey, that’s ok, it’s all in the name of … hmmm … I’m not quite sure what it really means anymore.

Whatever the case may be, Christmas is a time for sharing and a time to spend with family. It’s also a period that retailers should be cashing in with a beaming grin.

However, and to my surprise, experiencing jolly sales staff is not easy to find. This week I’ve made many purchases and nearly every person who expediently swiped my card ―failed to offer even the slightest of festive cheer. Not even a, “goodbye and have a Merry Christmas!”

Seriously retailers, is it any wonder online dominates now?  You only have yourselves to blame really. So dont complain about dismal retail figures once the rush is over, I’d be looking more closely at management and their strategy for hiring and motivating the right floor staff. This stuff is not hard. In fact its common sense and common courtesy, though, as it appears, thoughtful floor staff have fast become a declining commodity.

There are staff out there who really embrace the Christmas spirit, and good on you!  But I say, why wouldn’t you? It’s a sublime time of year that we all look forward to. As for our kids, well they struggle to contain themselves at the remotest thought of tearing into their pressies.Oh to be a child again on Christmas morn. Such joy and magic!

Try giving a little bit of magic to your customers this Christmas. Give them a big smile and maybe a gentle touch on the shoulder, but at the very least a big warm…

“MERRY CHRISTMAS!!

Let your customers know how much you appreciate them and their business. Many are doing it tough, so to spend is a big deal. Understanding this will go a long way to giving your customers something special that cost you nothing other than a little bit of effort, but it will come back to you I promise in more ways than one.

Merry Christmas everyone, enjoy this special time with your loved ones. Have a booming new year! I’ll see you again late Jan 2012.

Inspire,

Trent Leyshan

Customer Service  Training

In 1988 I watched in horror as my childhood hero Carl Lewis was blown away by Ben Johnson in the men’s 100m final at the Seoul Olympic Games.

The ripped and bulging Canadian sprinter launched out of the blocks to blaze to a new world record time of 9.79 seconds. To my relief, three days later, Johnson was stripped of his gold medal and banned for testing positive to steroids. Lewis was then unceremoniously anointed as the Olympic champion, and faith was restored to my little world.

Not many records can endure the vacillation of time. Johnson’s drug assisted time was considered only possible because he used a banned substance. His time has since been broken on several occasions. Usain Bolt is the reigning Olympic champion and world recorder holder, clocking in a 9.58 seconds. May I be so bold as to suggest that one day a man of freakish ability will run it in eight seconds?

Each generation strives to be more than their ancestors. More opulent, more enlightened, more successful. Smarter, faster! To achieve this we must overcome ignorance, abolish inhibiting beliefs, and embrace change. This path is risky, but ultimately, it serves by moving us all forward. To evolve, records need to be broken and new rules set. We live in a world of flux and ceaseless movement. If you’re standing still, in reality, you are moving backwards.

Genuine innovation is challenging to achieve, because initially only you trust it. And without others buying-in to your vision, who will fund it and run with it?  Not many, which usually spells the death of a great idea. True innovators live on the edge, blazing away with new ideas and brazen beliefs. To break a long held record or tradition set by others, you’ll need a stomach full of courage, thick skin and unyielding commitment to the cause.

Never be the one to succumb to other people’s ignorance or take unconstructive feedback as a reason to give up your dream. You are unstoppable when your vision sings to your determination and inspires you to work through adversity. Sticking your neck out is never easy, especially if what you believe in runs contrary to the majority.

Ben Johnson broke both the rules and world record in Seoul, however, in an unethical way, and that will always meet with penalty. At some point, much of what you believe in today will evolve or change, so be open to it. What shouldn’t change are your self-belief and desire to be better. Keep on striving. And if you genuinely believe a rule should be broken… smash it!

Inspire,

Trent Leyshan

Sales Training

There I stood three deep in a queue that seemed to be moving backwards compared to the other isles.

At the head of the line was an elderly woman laughing and conversing with the checkout chick. They appeared to be having a gay old time. I on the other hand was decomposing in my own anxiety, hot and noticeably bothered. Just let me pay for my stuff and get out of here, I scoffed under my breath.

The ash haired lady eventually paid for her groceries. She waved goodbye and then gleefully snatched her bags and wandered off. Finally we were moving. I quickly twitched my toes to make sure they were still there. I then skimmed through my iPhone, something I tend to do neurotically when I’m bored. With nowhere else to look, I slowly peered up… oh great…

The checkout chick was now chewing the ears off the forty something man just ahead of me. Chatting and giggling, never losing eye contact while she nodded with an empathic rhythm and leisurely scanned his groceries one at a time. What is this, happy hour? I pursed my lips and shook my head in distress. Their conversation dragged on, until the man paid and then scooted off with a smile.

Finally, I was next, and it’s about bloody time, I thought. “Hi there, how’s your day going?” blurted the checkout chick. “Fine thanks.” I responded with a sigh. In a bubbly tone she then asked what I was doing on such a sunny Sunday. I told her I was on a business trip. With a raised eyebrow she then asked what I did for work. She probed deeper wanting to know the name of my company and what sort of clients I worked with. Taken aback and amused by this, I proceeded to respond to all her quizzes.

All the while I couldn’t help but gawk at the three small yellow flowers she had carefully intertwined into the side of her auburn locks. Before I knew it, I was immersed in a conversation. My agitation caused by a flight delay and a long hire car journey had vaporised.

I was so entertained by the flower lady’s demeanour and interest in me that I didn’t see her swipe my groceries, but they magically appeared in my shopping bag with a receipt. I had paid and now it was time to move on. With a smile now stretched across my face I thanked the flower lady, said goodbye and skipped out of the Woolworths store in Wollongong.

Truly exceptional service is very hard to find, but when you find it, you will know about it! So much so you’ll be inspired to tell others about your experience. When someone goes out of their way to recognize us and help us, it lights us up. All it takes is a keen ear and intent to learn about people and acknowledge who they really are. This is so simple to do that it’s often overlooked. To blossom in a competitive market, take a leaf from the flower lady. You won’t just illuminate your customer’s day ― it will light up yours also.

Inspire,

Trent Leyshan

Sales Training

Last week I made a reservation to stay at the Novotel hotel in Darling Harbour, Sydney.

The booking was for this coming Friday. However, to my surprise last Sunday morning I received a survey email from the hotel’s parent company Accor asking to rate my stay. Perplexed by this, I rang Accor and quoted my membership number. I proceeded to query why this email had been sent given I was due to stay the following week? The response stunned me.

The customer support person told me the booking was complete. I explained the booking was for the following Friday. He disagreed. The customer support person then put me on hold and came back a minute or so later. He scoffed, ‘the booking was for the previous day and that had now passed, I’m sorry but there is nothing we can do as your credit card has been processed. He then suggested I call the hotel directly to see if they could resolve the matter.

I rang the Novotel hotel only to receive the same robotic and emotionless response from their manager. I quizzed the manager; did he sincerely believe it was ok to take my money with no exchange of services? His response was a slight pause… followed by a shallow, ‘I’m sorry, but there is nothing we can do but offer you a small discount on a future stay.’ This irritated me particularly given I’m a loyalty club member and frequent visitor to their hotels.

What’s the moral of the story? Choose whom you give your loyalty to wisely and always look for evidence you’re truly valued as a member. I was loyal and demonstrated it by staying in their hotels regularly. Yet my commitment wasn’t honoured by them when it mattered most to me. Am I disappointed? Well, I may have parted with $200 on little more than an ear full of insincerity, but I’ve moved on and know someone else will appreciate my business.

Some words of warning to companies with loyalty programs ― if you print the word ‘loyalty’ on your membership cards, at the very least understand what the concept of developing and honouring a relationships means. Loyalty is a two way street. If you want your customers to be loyal to you ― give them a damn good reason to be.

Inspire,

Trent Leyshan

Sales Training

The retail industry in Australia is in disarray.

Sales are down across the board. However, the online space is growing rapidly, and for a good reason. Not only is shopping on the internet convenient, but we dont have to suffer the experience of front line staff who couldn’t care less about us.

Let’s resist the urge to blame the internet for the decline in retail sales. More sinister is the blatant lack of care and duty to customers from retail staff. Think about it, what customer in their right mind would willingly re-frequent a store that made them feel like a burden? Many of us have experienced standing at a counter for a long period waiting, only to be met by a sales person that appears as if they are doing us a favour by serving us.

Retailers take note: Every customer that enters your retail environment has three words blazoned on their forehead: ‘I Am Important’. Why, you ask?  Because they are not only paying for the product, they are paying for the experience, the ‘customer experience’.

These three words are powerful. Fail to acknowledge them and you may as well shut-up shop with a big flashing neon sign on the front door that reads, “Gone online”. Customers are prepared to embrace the age old adage, ‘if you want something done right, do it yourself.’ …Click!

Only a few years ago banks successfully pushed customers online by reducing their number of branches and staff―thereby forcing customers to endure long lines and waits. Now they’re scrambling to herd customers back to the branch and “retail environments” having learned just how impactful intimacy and personal interactions are for the success of any brand.

Apple gets it. Customers camp overnight outside a new “experience” store to buy the latest products. Madness really! Or is there more to it? We all search for positive experiences and meaning every day. One of the best ways to help your customers find this is through―good old fashioned service. We all crave it. It’s not expensive to deliver either. In fact it’s the most cost effective strategy I know to build brand loyalty.

The internet is an awesome tool on many levels. Harness it. But also make sure every touch point promotes your product or service in a compelling and meaningful way. And for goodness sakes educate, invest in and train your retail staff on the nuances of meaningful service. At the very least make sure they understand the three words that matter most to every customer: I Am Important.

Inspire,
Trent Leyshan

Sales Training

Strolling through a market one Sunday afternoon, I was approached by a short, podgy, shiny-headed man

He stopped me with a gentle tug on my shirt and a big warm smile. He had large glowing white teeth — which had to be false — and he beamed infectiously with enthusiasm.

He asked me how my day was, I responded, “Fine, thanks. Yours?” With a thick accent he responded, “Always a good, my young friend, always a good!” He guided me back to his tiny stall which consisted of a small table covered in punnets of baked beans.

He then proudly revealed the story behind his baked beans, how much he loved baking, why he prepared them a certain way and how he hadn’t missed a Sunday market in over ten years. His passion was intoxicating and you could almost see it steaming up into the air after every word.

Now, I’m no connoisseur of baked beans, nor do I eat them very often, but guess what I did? I happily handed over my hard-earned cash for his beans. Such is the power of passion and conviction! What’s more, I’ve told a lot of people about the bean man, including my friends. I’ve gone bean mad and viral, and I enjoy doing it, because this story and what ‘the bean man’ represents is meaningful and memorable to me.

This is how game changing companies are born. The Virgins, Nikes and Amazons of this world ― all have to start somewhere. They begin in Sunday markets, lounge rooms or garages. It doesn’t really matter where. What does ―is that from the beginning the business is uncompromisingly about doing what you love and captivating and serving your customers.   Not huge profits, accolades, or what you think success may bring you.

Does buying or selling baked beans validate who someone is and provide them with a profound sense of meaning?  Not in itself, no. But if you plan to setup a company that’s going up against my bald headed friend ― you sure as heck better have meaning and passion!  Otherwise, you’re dead in the water. The mad bean man will outsell you 10 to 1.

Whether home-grown, Grandma’s secret sauce, or hand-baked fresh every weekend ― take pride in what you do and make sure your beans are unique and better than everyone else’s. Even the smallest and simplest business idea can grow into an unfathomable success story, but it takes thinking and selling it differently, lots of passion and knowing what you stand for.

When you get this right, your customers will not only make efforts to seek you out― they will move from being mere customers to mad and loyal salespeople.

Inspire,

Trent Leyshan

Sales Training

In a panicked state, I exited the terminal three hours late after my flight was delayed due to fog and inclement weather

I rushed to pick up my hire car while apologising over the phone to my client and assuring her I wasn’t far away.

Bleeding beads of frustration I anxiously took the sixty minute trek to my new business pitch.  Being late to a key presentation seldom sets a positive tone and negative first impressions are always challenging to overcome. Driving with a sense of defeat, I questioned whether my many hours of preparation, flight and now pained efforts would be all in vein.

My sat-nav directed me safely through fog to my destination. I pulled-up, checked in with reception and after a quick set-up ― launched into my presentation!

It’s easy to blame factors beyond your control for letting people down. In this instance, I could have confidently blamed the airline, but I didn’t. Interestingly, Qantas failed to offer even a token gesture for inconveniencing their passengers. In particular, those who delayed others or missed meetings altogether and some no doubt lost money or goodwill as a result.

In my introduction, I not only apologised to the ten stakeholders who came in especially and rearranged their schedules to meet with me ― I offered a gesture of goodwill to demonstrate my regret. They all accepted and appeared comfortable with my barter. This gesture will cost me, though the price is insignificant for their trust and tenure.

It is one thing to make an apology ― quite another to do something about it. If you let a prospect or client down, even when circumstances are out of your control, do your best to demonstrate your disappointed. Offer a discount, something low cost but of high perceived value or something small yet meaningful.

Often a sorry just won’t cut it so make your apology real and tangible. This helps to rebuild goodwill and you may just turn your negative into a positive. Correcting an error in a thoughtful way can and usually does galvanize your relationship and makes it even stronger.

You will be pleased to know a few days later this client gave me the go ahead.

Just shut up! You had me at hello.

Inspire,

Trent Leyshan                                 Sales Training

The courting process is an important aspect to most living things.

Therefore, it should be no surprise that the same engagement principles apply to customers. The thrill of being pursued by a would-be suitor and the emotions associated with hope of finding true meaning in a relationship is to no exaggeration, exhilarating.

In the animal kingdom it’s not unusual for some species to go to extreme lengths to attract and seduce a mate. Most fascinating, to me, are the peculiar and often spectacular rituals conducted by birds.

Many different species of birds display a complex set of rituals that precede the mating process. The courtship behaviours of birds are naturally instinctive. Some rituals are elaborate and serve to form a bond between the potential mates.

The male hummingbird lifts his feathers and moves from side to side making a shrill sound. He moves rapidly in front of his potential mate and makes aerial dives.

Flamingos mate with more than one partner and call to potential mates to let them know of their interest. Depending upon how many mates a flamingo is interested in he could end up with his own harem. And will no doubt have his wings full!

Bowerbirds have one of the most elaborate courtship rituals of all species. They go to extraordinary lengths to build structures that they use to try and attract females. They even decorate the structures with flowers, pebbles and other items they find.

Each species of bird has a unique courtship ritual which may consist of dancing, singing, building, flying and even feeding a potential mate. Birds are also known to give gifts to win over a potential partner, such as food or trinkets they’ve rummaged to find.

How many of your clients can sincerely testify you went to creative and thoughtful lengths to court them to win their hearts and minds?

In my own business, I send client’s chocolates and flowers to show my appreciation for their business. I regularly take them out to lunch and sporting events. I’ve been known on occasion to drop in unannounced on their birthday armed with mud-cake. I enjoy doing it, so its win-win, not at all hard either.

Charming customers, much like a bird’s success in seducing a mate is vital to your survival. Spend time periodically thinking about and then implementing new ways of engaging and then asserting more meaning in your relationships with them.

Take a leaf from the Bowerbirds book and I guarantee your customers will dig it, and they may even find you irresistible.

Excerpts from: About Bird Courtship, eHow.com, Darlene Zagata

Inspire,
Trent Leyshan           Sales Training Sales Book

One happy customer plus another should equal three.

For every two customers you win at least one should buy again or refer you to a friend. We all exist in a hyper-connected and transparent business world. If people aren’t sharing their positive experiences about you with others, something about what you do needs to change.

Although competition is vicious and margins in most markets are being eroded, customers still and always will pay for value and quality service. In fact, we crave it. Deep in our psyche we all have an innate need to be loved and included. Moreover, to be valued, appreciated and remembered. This is the essence of what I refer to as, RetroService.

The most ineffective businesses commonly lack repeat customers. These cultures are unaccommodating and the engagement processes are transactional at best. Conversely, those companies more successful than most employ methods to ensure they not only obtain customer’s trust, but the commitment transcends to loyalty and perpetual value.

Despite what many think, “standing out” in today’s market isn’t all that hard, given the bar is set so low! Meaningful interactions are painstakingly too hard to find, so too are people willing to provide genuine service.  In short, today, there’s a very real opportunity to get back to basics and move to the head of the game.

You can effectively differentiate by doing the simple things that matter most, not at all hard or expensive. Care about what you do and how you impact others. When you start caring and sharing value with customers you’ll find the market a lot more sympathetic to your demands.

Gross sales are often influenced by a spooked market or other external forces, catastrophes such as the GFC and natural disasters dont help either. But, who can predict these events with any accuracy?  Dont trust a three year plan, thinking that far ahead is speculative. Twelve months is long enough, just work to a plan and make the most of what is right in front of you. 

When you stop seeing customers as faceless numbers and start treating them as valuable over an extended period, they will see value in you.

Inspire,

Trent Leyshan                    Sales Training        Sales Books

This week Aussie model and aspiring social worker, Jesinta Campbell was decorated with the second runners-up sash in the prestigious Miss Universe pageant.

She also won the award for ‘Miss Congeniality’ for her sense of humour and warm personality. Good on her! I’ll admit, when I heard Jesinta had been recognised for her personality; I was more impressed by that, than her third place in the pageant. The fact her personality shone so brightly, in my mind, makes her more attractive and more interesting.

In “sales”, all things being equal—personality wins! To stand out in a cold, crowded and competitive market you can differentiate by showing your personality and inviting your customers in, rather than telling them what door they should walk through. In the process you offer contrast that gives them choice—either the same or you?

When you play the ‘same game’, you become boring and mundane and your customers will walk straight past. Moreover, if they stop, you dont have a way of proving you’re any different to anyone else, so the relationship defaults to price. Enter price comparison at your own risk.

Granted, you may very well be boring; that’s always relative. Be that as it may, you still need to bring more of yourself to what you do. You dont have to be overtly gregarious to be personable, you can bring more personality to the way you do things or come up with unique and interesting ways to present ideas and encapsulate your value in different ways.

If you choose to dilute your personality in a blatant attempt to be all things to all people— you start playing the ‘same game’. This game becomes the graveyard for inauthentic people, who choose the road most travelled, rather than ‘baring all’ and showing the world who they really are and what’s truly important to them.

Actions to bring more personality to the ‘same game’:

• Never underestimate the power of humour – laughing is living!
• Share things about you that give people a real sense of who you are
• Be vulnerable by showing your scars and being real
• Stop selling and start listening and engaging people in a meaningful way
• People are drawn to positive energy, so be positive!
• Be conscious of your energy and how it impacts others
• Be genuinely interested in the best interests of others
• Follow a career that allows you to be yourself and stay true, always.

Most salespeople get the cold shoulder from customers everyday in different ways. “Brrrrrrrrrrrrr… It’s bloody cold in here!” When you ‘bare all’ for your customers, you may get cold sometimes, but it sure beats the heck out of freezing all the time! 

Inspire,

Trent Leyshan, Founder of BOOM! Sales