Your Business Wisdom

I Can't Get No Satisfaction

Those of you who regularly read this blog, or my other blog "Brain Droppings" know I grew up in the 60's. Growing up  in the 60's, every young person knew every word to the Rolling Stones first big hit- "Satisfaction", just in case allow me to jog your memory....

I can't get no satisfaction 
I can't get no satisfaction 
'Cause I try and I try and I try and I try 
I can't get no, I can't get no
SATISFACTION

I know what you are thinking - what does that have to do with sales and marketing or running a business? Other than it allowing me to remember some great years, this song entered my mind during a recent prospective client meeting. Here's what happened:

A prospective client group asked me yesterday, "what are our keys to customer satisfaction? Many times we cannot seem to achieve it, or know what we need to do. " 

I advised them, " it is very simple.

Determine your customers needs, Understand their wants, then Formulate mutual expectations.

Then, simply exceed all.  Result- not only will you have a satisfied customer, you will have a customer for life."

Their response "that sounds really easy ! "   I looked at them, I intentionally created a loooong silent pause ( you know that pause in a meeting where every one feels someone should speak and nobody does) , and then I very innocently asked,  "If it is that simple, then why aren't you doing it ?" The room grew very silent when 5 people in the room turned to EACH OTHER with "that I don't know look"!  

Needless to say, we have a follow up meeting. 

Now Can YOU Get Client's Satisfaction?

Do you and your team understand how to determine a customers needs? Do you understand their wants? Can you work with them to formulate expectations? If not (((((((((((( long silent pause))))))) we need to talk. Here's How to Contact Me

By the way here are another few great lines from that great song:

When I'm drivin' in my car 
And that man comes on the radio
He's tellin' me more and more 
About some useless information 
Supposed to fire my imagination 
I can't get no,
No No No  

Hey Hey hey, that's what I say 
I can't get no satisfaction 
I can't get no satisfaction 
'Cause I try and I try and I try and I try 

Authors note: Funny, when I listen to that song, I get satisfaction, kinda ironic don't you think!  

Good Luck and Happy Marketing

LESSONS FROM A 9 YEAR OLD And THE WHITE LIE!

My White Lie

Yesterday, I was talking with my 9-year old granddaughter. We were discussing her third grade class and her teacher. She mentioned the teacher always gives them Lessons, and always talks about Following the Rules.

She asked"Poppi (affection term for me, blushing, you do realize it would not be so sweet to have her call me Ad Marketing Guy, so Poppi it is) "What is the difference between Rules and Lessons?" 

I explained Lessons are for learning and Rules are for Application. Lessons teach us things, and we are given Rules to follow for things we do. If we learn from our lessons we can expand our ability to correctly do things; and, if we follow the rules that are in place for our own good, we can expect to be successful.

 

She then asked, "Popi,in your business do people always follow the Rules and do they learn from their Lessons" ? I thought to myself now here is one of those "life's learning moments",  for me now her!!

I told her she just gave me an idea, I will make it a Rule for all my clients to learn from their Lessons and follow the Rules. She then got a very concerned look and asked " will they " . . .I thought to myself now is a good time for one of those little white GrandPa lies. I chuckled and said to her "Of course they will, they always do ", her smile said it all.

One thing I did not mention to her, the Lessons I learned in my lifetime taught me that grownups do not always follow the Rules, and worse, many times they never learn from their Lessons.

UNFORTUNATELY, someday she will discover that on her own! But for now it is important she learn her lessons on her own and follow the rules. 

Are you learning the lessons in your business, market and from employees? Are your clients following your rules? Need a hand? Contact us today to learn the secrets to "Managing Clients and Your Market. 

 

Yesterday, I was talking with my 9-year old granddaughter. We were discussing her third grade class and her teacher. She mentioned the teacher always gives them Lessons, and always talks about Following the Rules.

She asked"Poppi (affection term for me, blushing, you do realize it would not be so sweet to have her call me Ad Marketing Guy, so Poppi it is) "What is the difference between Rules and Lessons?" 

I explained Lessons are for learning and Rules are for Application. Lessons teach us things, and we are given Rules to follow for things we do. If we learn from our lessons we can expand our ability to correctly do things; and, if we follow the rules that are in place for our own good, we can expect to be successful.

 

She then asked, "Popi,in your business do people always follow the Rules and do they learn from their Lessons" ? I thought to myself now here is one of those "life's learning moments",  for me now her!!

I told her she just gave me an idea, I will make it a Rule for all my clients to learn from their Lessons and follow the Rules. She then got a very concerned look and asked " will they " . . .I thought to myself now is a good time for one of those little white GrandPa lies. I chuckled and said to her "Of course they will, they always do ", her smile said it all.

One thing I did not mention to her, the Lessons I learned in my lifetime taught me that grownups do not always follow the Rules, and worse, many times they never learn from their Lessons.

UNFORTUNATELY, someday she will discover that on her own! But for now it is important she learn her lessons on her own and follow the rules. 

Are you learning the lessons in your business, market and from employees? Are your clients following your rules? Need a hand? Contact us today to learn the secrets to "Managing Clients and Your Market. 

 

The World Runs Very Slow On Dunkin Donuts

File this one under, “I’m really not making this up.”

I went into Dunkin’ Donuts the other day and ordered a # 6 — an egg and cheese sandwich and a medium coffee for a special combo price of $3.99.

But I didn’t want that much coffee (I knew I’d drink whatever was in the cup and this was after all my 9th cup of the morning), so I asked the young man to just give me a small cup. He said ok, but when he rung it up, it came to $5.85. Now, I’m no mathematician, but even in New Jersey that sounds like a lot of tax on a $3.99 order.

Turns out the small coffee wasn’t part of the combo package so the computer rang them up separately. “No problem,” I said, “go ahead and ring it up as a medium, just give me a small coffee.”

"No can do", the young man behind the counter — very friendly and seemingly quite sharp — told me that he had to give me a medium coffee in order to give me the $3.99 price. He said this was “their” rules! Now, he seemed like a very nice young man and I did not want him to listen to my rant on who are “they”? So I agreed to the medium size cup, but now get this...

Eventually I got my way, as he was filling the medium cup, I whispered to him over the counter, “Psst… just fill it halfway, and winked!” He smiled, gave me a knowing nod, (you know “that nod”, young people give when they beat the system) and that’s what he did, then he did something that almost floored me, he flashed the 60′s solidarity fist, almost to scream out “we did it”, the only thing missing were the words “right on”. I am thinking this young kid was raised by parents who told him about the 60's ! 

I got a small coffee disguised inside a medium cup. The kid handed me the cup and seemed quite pleased we (he and I became radicals for that single moment), WE found a way to shakeup and move the “establishment”, WE were united to change the world. 

What’s it all mean? The 60′s are over and rebellion against the establishment has taken a new tone and new form!

 

Besides my view on protests, the business thought here is- flexibility and training.

Make certain your business remains flexibile to accomodate your customers' needs. And by all means, make certain you properly train your staff, not only to perform their daily tasks, but more importantly,that they use common sense. 

Author's Note: Anyone who grew up in the 60's will understand my "protest" reference, and to others who have heard my sales training sessions and my formative years in the 60's- you will understand even more! I viewed three types of people in the 60's - those that made IT happen, those that watched IT happened, and those that walked around all day asking "what's happening". I find those same "type" of people exist in most organizations today. My sales training programs and empowerment sessions attempts to make participants part of the make it happen crowd. (I know a shameless plug for business)

Thanks, for letting me get this off my chest. 

Considering a Partnership?Consider This

DEFINITION OF A PARTNERSHIP

The state or condition of being a partner; as, to be in partnership with another; to have partnership in the fortunes of a family or a state. 

 

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A division or sharing among partners; joint possession or interest. 

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An alliance or association of persons for the prosecution of an undertaking or a business on joint account; a company; a firm; a house; as, to form a partnership. 

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A contract between two or more competent persons for joining together their money, goods, labor, and skill, or any or all of them, under an understanding that there shall be a communion of profit between them, and for the purpose of carrying on a legal trade, business, or adventure. 

“In the modern world of business, it is useless to be a creative, original thinker unless you can also sell what you create.” – David Ogilvy , considered the father of modern advertising.

Of course it makes things a whole lot easier if a person can successfully market and sell their genius idea or product. However, it shouldn’t be discouraging if you’re an idea person without a lot of strength in sales-related areas. Finding a partner can be extremely difficult because people tend to be invested in themselves more than any business venture, and trusting as well as depending on another person to pull their weight can be a scary and sometimes disastrous thing. Consider all aspects of a person's character including work habits, family status, their personal goals and objectives before feeling you found a match. Finding a partner in business is similar to finding a spouse. Both are for life and both require a good deal of trust. I have found with any partnership being too similar in skill sets can be a recipe for failure. Likewise, being similar in goals and objectives can be a foundation for success. Be very open and candid in your discussions. Leave few stones unturned, you both should be very interested in not only full disclosure of your lives, but full disclosure of your dreams. 

Discuss openly and honestly what you both want today and tomorrow from the business. What are each of your exit strategies and are the compatible to your business model. Exit strategies are necessary for any business startup, just make certain you both know what you want, what you need and what you will do when "opportunities" to exit present themselves. 

But once a reliable partner is found, it can be the most valuable relationship those two people may ever discover. If the two hands can create a machine in which they work simultaneously, one supporting the other, both depending on one another to move smoothly and successfully, the business can be unstoppable.

I strongly recommend that it is IMPERATIVE and it must be understood both explicitly (see below) and implicitly that one of you is the boss. Someone must be in charge of the company. You can both fly the plane, but one of you must be the captain and the other the co-pilot. Without this understanding in place, you will crash.

Should You Be Considering a Partnership - Here are a Few Other Prime Considerations: 

• Have The Same Vision: For a partnership to be successful, all parties involved must agree on the same strategic direction of the company. If one partner wants to build a national chain of retail outlets and the other would just like to earn a decent living, the business will fail in no time. Set a clear agreed course for the business that meets the needs of both partners.

• Define Business Roles: A winning business partnership capitalizes on the strengths and skills of each partner. Divide business roles according to each individuals strengths. E.g. one partner may be strong in marketing, operations and finance, the other sales, human resources and leadership.

• Avoid the 50-50 Split: It may seem logical and fair to split the share of ownership into an equal 50%. However, this ownership structure can impair decision making in the future. Instead of having decisions stalemated, consider a 49% to 51% split. If this is not possible, an outside board for bigger issue disagreements can help your company from being deadlocked on decisions.

• Hold A Monthly Partner Meeting: A strong business partnership is built on an open communicating relationship. Meet on a monthly basis to share grievances, review roles and provide constructive criticism. 

• Create A Partnership Agreement: It is simple to set up a partnership because no legal documents are needed. Partnerships are often an oral agreement between two or more parties. Potential problems can be averted down the road by drawing up a legal partnership agreement. Similar to a Pre-Nupital Agreement- "We love each other today, BUT". . . get it in writing before you get into "bed". Also note, this does not have to be simply we fall out of love agreement. Life Happens! And life sometimes gets in the way of good business - family, health, economics, and of course, age. One fact you will age and so will your partner, what happens?

I started this post with a quote let me end it with another one, 

A friendship founded on a business is a great deal better than, a business founded on friendship. - John D. Rockefellar

 

Good Luck.