The Basics of Effective Telemarketing

Why are some telemarketers so much more effective than others? What do they do differently, and how do they do it? Some people who telemarket are extensively trained, while others receive very little training. Even those who are trained may or may not be effective, depending on how well trained they are, and whether they follow some basic telemarketing techniques. Certain individuals also possess a more "telemarketing friendly" personality. Factors such as friendliness, tone of voice, clarity, listening skills, patience, and the ability to persevere are essential skills for the effective telemarketer. Effectiveness requires the "never give up" mindset, and an understanding that every "no" brings you closer to a "yes." Telemarketing is truly a numbers game, and each caller develops a closing ratio, which is how many calls he needs to make to close a sale.

Have you ever gotten a telemarketing call when you thought that telemarketer was good, professional and skilled, while the usual telemarketer shows little or none of that skill and ability? Having developed telemarketing programs for several companies and several products and/ or services, I have developed a keen sense of what is and what is not effective. The following are some of the basics of telemarketing that should be followed if one wants to optimize results:

(1) Extensively train telemarketers. Provide the telemarketer with all tools necessary to do his job! Telemarketers need to be constantly encouraged. Emphasize it's a numbers game, and to remain positive!

(2) Provide telemarketers with well designed, well worded, well thought - out scripts.

(3) Prepare a telemarketer to answer any and all objections.

(4) Teach/ learn the telemarketer how to effectively use the "Five Steps" approach to answering objections that I have written about in a previous article

(5) Anticipate the objections and questions most likely to get. Provide scripts for each objection. Remember the person on the other side of the phone does not see you, and if you make the script sound matter - of - fact, and yours, it will come across that way! But be prepared!

(6) Teach/ learn a telemarketer how to use "May I make a suggestion?"

(7) Play act and role play prior to the first call being made. Repeat this role playing on a regular basis. Don't let any calls be made until a telemarketing professional listens to the new telemarketer, and is satisfied.

(8) Provide a mirror to put in front of each phone station, to demonstrate the importance of smiling.

(9) Make sure the telemarketer knows whatever technical knowledge is necessary to be familiar and comfortable explain the product/ service.

(10) Teach/ learn how to close a sale. This also means knowing what the objective of the call is: making an appointment; introducing yourself; or selling, etc.

(11) Teach/ learn the concept of "ztl" (zip the lip).

Telemarketing does not have to be difficult or unpleasant if a telemarketer is properly prepared and trained. A skilled telemarketer often finds telemarketing fun and exciting. Since telemarketers are generally paid based on their results, it is in their best interest to be the best they can be. For a company using telemarketing, there is little point if the telemarketers do not optimize results.

Therefore, it is a "win-win" situation for telemarketers to be as skilled and professional as possible. Following these simple guidelines is an effective and productive first step.

How We Interpret Economic Conditions/ Data: Very Confusing!

Economic data and financial news might be the most analyzed and, at the same time, the least truly understood information in the news today. For example, is the fact that China's economy continues to grow good or bad news, and why? One analyst might report that China's continued growth is indicative that there is still growing worldwide demand, which should be good for the world's economies. At the same time, other analysts will see this growth as occurring as a result of the Chinese government pumping large infusions of monies into their economy, and at the same time, artificially keeping the value of the Chinese currency "cheaper" than it would be if it were permitted to be freely traded on world markets. Still another economic analyst states that this growth is causing runaway inflation and an overheated economy, that the analyst then refers to as "The flip side of the American economic problems." In recent times, when it appears the Chinese economy faces challenges, etc, some claim it is positive for America, while others focus on something similar to a trickle - down effect. The falling price of oil is proclaimed by some as bad for the economy, while nearly all consumers have benefited from lower gas prices at the tank, and oil prices to heat homes!

The economic analysts breathtakingly await the various weekly "reports," including the jobs reports (which should actually be referred to as the 1) Those submitting new preliminary unemployment applications; and 2) The official unemployment rate. Then, they argue about the numbers, which are invariably either better or worse than "expectations." Whose expectations, and why do we continue to refer to them if the actual numbers are almost either better or worse than anticipated? The official unemployment or joblessness rate is another curious number because it only includes those that are still actively searching for employment- that is, are presently collecting unemployment benefits. Therefore, this does not refer our count the under-employed, the consultants whose income have dwindled, commissioned salespersons incomes, or small business owners (who are ineligible for unemployment benefits). Many believe that the approximately 5% official rate becomes closer to 9 or 10%, when these situations are also included. While one side of the issue says fairness demands a higher minimum wage, the flip side of issue, is the possible impact on consumer prices, employment habits (will businesses employ fewer people, or give them fewer hours?), or replacing employees with computerization, etc. Fast - food businesses in Europe have used digital ordering kiosks for years, which reduces the number of employees being paid, and certain American banks, are already testing ATM-type teller stations, within their branches!

The inflation rate, or the manner in which the Cost of Living rate are calculated is another controversial situation. When gas at the fuel pump, and home heating oil have risen dramatically, and airfares are significantly higher, and tolls and train fares have jumped, and food per ounce is significantly more money, am I the only one that wonders how the official inflation rate is stated as being very, very low. Terms like seasonally adjusted, commonly used, essentials, non essentials, etc., further confuse the issue. Suffice it to say that I doubt there are too many people who believe that inflation number. Of course, for we conspiracy theorists, we might find it curious that the same government who has a vested interested in keeping the official numbers low (political, Social Security Indexing, government union contracts, etc), are also the ones that calculate this index.
One month we show improvement in housing starts or housing sold. Another month a drop. However, is this an increase or drop from what levels, and how long does a homeowner have to wait to have his home sold today versus a few years ago, and at what price point.

The point of this discussion is simply that we should all be cautious and beware when we see these financial and economic indexes and numbers. While they no doubt, may have some limited value, I question whether that value makes up for all the 'spin," confusion, and misinformation that we receive whenever any of this data is released.

If All Else Fails, Remember to MAKE A SUGGESTION!

You've attempted everything you know to convince someone. You have utilized and employed every technique and methodology to try to make your point in a convincing, winning way. You have used the "Five Steps" method of answering objections, and been effectively listening to the other party. Yet, you still are unable to "close the deal." What should you do next?

The typical reaction is that most individuals simply give up their efforts, figuring that they have done everything they could, and still not succeeded. However, in most cases, they probably have not. When you've tried everything you know, and retried in the proper manner, and still do not get the reaction you are looking for, and desire, yet you are convinced that your point is well considered, thought out, and the correct approach, there still is one additional technique to employ. At this stage, you should simply say, "May I make a suggestion?" Once you say that, it is essential that you stop speaking.

While many individuals find it relatively simple to decline an offer, or at the very least, either procrastinate, delay, or stall, almost no one will respond negatively when you ask that question. However, this technique will only be effective if you steadfastly obey the "ZTL" method. "ZTL," or "zip the lip" means that you say nothing until the other individual responds. The basic rule of this philosophy is that whoever speaks first after a question, loses this part of the "game."

Once you get an affirmative response to, "May I make a suggestion?" which you will, even if the other party doesn't want you to, is that you must take advantage of the opportunity. The best method is to begin to ask probing questions, like, "I am a little confused because most people I've explained this to decide to pursue it further. What exactly is it about this idea that keeps you from acting?"

Once you say that, once again employ "ZTL" and wait for an answer. Listen intently, and respond to the individuals concerns. Often a stumbling block is that people tell you that "I want to think about it," which really, in most cases, is little more than either a delaying tactic, or a pleasant way to say no. Answer each and every question and concern concisely and precisely, in a calm and patient manner. It is important to eventually re-close on an action regarding the concept or idea.

In my three decades of training, I have witnessed some fabulous presentations that did not achieve the desired result simply because the presenter did not close and re-close. Your final suggestion is the "sample order" approach, recommending an individual try something in a very limited manner for a specific period, and if it is not everything you say, then terminating the relationship. You must, however, always be open and honest in your presentation, or you will never have a satisfactory relationship in this situation.

Customers vs Clients

Many people commonly interchange the words "customer" and "client" in their everyday conversational usage. While there are, in fact, a number of similarities, there are also quite a few differences. These differentiations come much more often in service industries than in those where a product is sold retail, because, in retail sales, nearly everyone, with only a very few exceptions, are customers.

A customer is someone who either buys a product from you, or uses your services, without specifically contracting in any type of exclusive way. On the other hand, when one enters into a client relationship, there is far more of an obligation on both parties part.

This differentiation is most evident when it comes to the real estate process. A homeowner, who lists his house for sale with a real estate broker, enters into a client relationship. The homeowner, for a specific period of time, is contractually bound to that broker, in terms of all aspects of the sales procedure, except of course, the final decision whether to accept an offer, which always remains the homeowners option. The broker is obliged in a number of specific ways, as specified by that state's specific real estate laws and regulations. In most cases, a broker and his agents, owe the client a fiduciary responsibility, which includes confidentiality (except in the case of any material misstatement or other illegal or immoral situation), making best efforts on the client's behalf, and doing the best to secure the best possible offer and negotiating on the owner's behalf. The broker owes his entire loyalty to the owner during this entire procedure, and is forbidden to do anything which is not in his client's best interests.

When someone uses the services of a Realtor in the real estate buying process, most states require some specific type of Agency Agreement. A buyer or potential buyer can have the agent serve either in a customer or client relationship. First, a buyer can decide if he wishes to use an agent as a Seller's or Buyer's Agent. A seller's agent owes his responsibility to the seller of the house, while a buyer's agent negotiates on behalf of the buyer. Obviously, in this latter scenario, the broker owes his allegiance to the buyer, and is expected to due necessary due diligence, as well as supply the potential buyer with all pertinent information that he may attain. This includes information about length on market, how negotiable the seller might be (while a seller's agent should be trying to maximize price received by homeowner, the buyer's agent tries to obtain the best possible "deal" for the buyer.), and other important factors that might impact the buyer. A person desiring this arrangement can still be a customer, but generally will enter into a client relationship, so that the broker puts forth maximum effort on his behalf.

While in both scenarios, there should be no material misstatements ever made, obviously the degree and type of effort put forth will differ. It is important for the public to understand the distinction.

What Is The Best Negotiations Process?

Although nearly everything in life is negotiable, few people either understand the nuances of the art and science of negotiating, or adequately prepare themselves for negotiations. However, in one of life's ironies, it appears that negotiating is often considered easy and many people believe that anyone can negotiate. There are many simple and basic examples from everyday life that clearly demonstrate the need to be a better negotiator, from the car buying and home buying processes, to wage negotiations, etc. While these circumstances certainly put some individuals at a competitive disadvantage, the results are generally personal, and thus not that impacting on larger groups or society. When organizations are in negotiating situations, how well they handle these circumstances often dictates their eventual success or failure.

In my more than thirty years as a professional negotiator, I have learned how essential negotiations are. Many inexperienced, or less - than - effective negotiators falsely believe that negotiations is a contest, where one party needs to best the other. In fact, the best possible scenario is invariably when the negotiations end up being win- win (meaning both sides are content with the result). In many cases, the victories are far more subtle, and while one side gets what it wants and feels it needs, the other side is also satisfied.

1. One of the best examples comes from the event planning world, where an event/ conference organizer is dealing with a hotel. In order to get the best result, the organizer must first do his homework, and understand the needs of the hotel, and what it seeks and needs. Some inexperienced negotiators push too hard for certain concessions that may be harmful to the hotel. What invariably occurs is either the hotel terminates the discussions, resolutely refuses, or in a weakened state, agrees because they desperately need the business. When the last scenario occurs, the hotel will often adopt an inflexible attitude after the contract is signed, and thus the group generally loses in other areas. When there are open and honest discussions, and the group explains its budget, what it needs, etc., and permits the hotel to suggest alternatives (for example, serving in specific rooms, tweaking menus, piggybacking other groups menus to create economies of scale for the hotel, etc.), the optimum resolution to the negotiations often results. For this to occur, however, the group's negotiator must be totally prepared and know the group's needs in advance, such as audio- visual requirements, special dietary needs, guest room needs, etc. When the two negotiators build their relationship based on mutual trust and respect, negotiations have the best chance of being resolved to both sides satisfaction.

2. Many groups falsely believe that they save monies by doing their own negotiating rather than hiring a professional negotiator. While occasionally that is the case (for example, if the group happens to have in- house a qualified and experienced negotiator), in most cases, a professional negotiator will attain results which will end up best serving the group's needs. One caveat, however, is that the group or organization must carefully interview the professional negotiator, and clearly make sure he understands the needs and the group's philosophy. Like in most consulting situations, many claim to be experts, but few can and do actually deliver. For example, in my years of negotiating professionally, I have found that I will generally save a group at least 30%, which is often the difference between the event being a rousing success or a dismal failure.

When most homeowners or buyers select their real estate professional, they do not spend enough time discussing the extremely relevant significance of quality negotiating skills and abilities. It is important to understand that great negotiations, and best results, come from possessing and maintaining an attitude, based directly on service, win - win, and mutual understanding!
 
Negotiations are essential, and the most groups(and individuals) that utilize proficient, skilled and expert negotiators generally save time, money, aggravation, as well as ending up with a far better overall situation.

Interpretations & Evaluations: Fact - Based vs Emotional?

Every day, we all need to make certain judgments or take certain actions, based on our personal interpretation of certain facts. While ideally that interpretation should be open-minded and based on facts, often it is simply an emotional reaction, based on little more than our own personal bias or point of view. Whether you are planning an event, performing strategic planning, developing an action plan (for any eventuality), or selecting the right individual to represent you, in a service - oriented scenario, such as selecting the best real estate professional (for your needs), it is important to differentiate between mere perceptions (or emotional reaction), as opposed to making determinations and evaluations, based on more logic and understanding!

The ideal way to interpret any information is by carefully reviewing all the facts given, and then reviewing them for factual accuracy. The next thing to do is review the raw data, rather than someone else's interpretation of that data. Of course, this takes developing an expert skill-set whereby one becomes capable of interpreting raw data. Interpreting data means first understanding where the actual data comes from, how it was supplied, and what methodology was used. If it is some sort of "sampling," it is important to know the size of the sampling, who gathered the data, how it was collected and collated, and what the "statistical error" is for that particular sampling (that is usually stated as being plus or minus a specific percentage). The next thing to do is to look at the actual questions or categories examined, and whether the way the question may have been worded could have been a possible factor in the skewing of the data. Then, one must analyze what the significance of this data is, or if it is relevant to what you are examining at all.

In examining the dynamics of not-for-profit organizations for several decades, I have observed that after a meeting, seminar, etc., many organizations feel the necessity to use some sort of questionnaire. It seems that these organizations feel that the feedback received via these questionnaires will be valuable in understanding the success or failure of the meeting. However, it has been found repeatedly that the wording of the questionnaire, the excitement of the group dynamics (especially right after a meeting), etc. unduly influence responses to these forms. In addition, many attendees cannot adequately identify the true needs that needed to be addressed by this seminar, so they are really simply stating whether they liked or disliked the meeting. If a meeting or seminar was goal-oriented and action-directed, the responses to these questionnaires are even less valuable, because how can an attendee who is not an expert on a particular subject, evaluate how well that topic was discussed.

There is nothing wrong with using questionnaires for obtaining certain types of limited information. Certainly, political organizations and candidates can use polling as a guide toward what their constituents want. However, if the purpose is measure how well someone learned information, most individuals are not the best judges of their own progress, especially when they are not perhaps sure what they needed to know, in the first place.

In selecting the right real estate professional for your needs, weigh your gut feeling, but also carefully interview the individual, to be certain the approach, etc, is one you believe in, and will be on the same page!
 
One must understand that their is a basic difference between something that is data-based, and something that is merely emotional. Unfortunately, most individuals are not equipped adequately to properly understand all the nuances.

What Ever Happened to Customer Service?

In the "old days," when many stores in numerous industries were what we would consider "mom and pop" stores, whenever you entered the store, you were greeted by your name, and often you would enjoy some personal time conversing with the owner. In today's world of few small stores and many large stores, much of that personal touch is ignored, and there seems to have been a departure from the concept of serving the customer and his needs. This fact of life relates and is relevant, whether the business is selling a product or service, or if we are considering the services of an investment adviser, or Real Estate professional. Always ask yourself, if your customer service treats others, the way you want to be served and treated?

In my town, there are a number of cleaners, some large and some much smaller. While the larger ones are often lower priced and have faster turnaround time, I still prefer using a small "Chinese Laundry" that has been in this area since 1947. Every time you go in, they know who you are and they chit-chat just enough (Enough to be friendly and welcoming while not so much as to waste your time). As you enter, even before you hand in your Claim ticket, they are already retrieving your cleaning, and pay particular attention to detail. While I would be very hesitant to bring some of my better custom made shirts to the other cleaners, I don't hesitate to bring my shirts here. They combine superior customer service with quality.

When I go into my favorite cell phone store in town, they fully understand and cater to my needs. They are patient when I don't understand something or one of my kids invariably lose or destroy their phone. They never try to "nickel and dime" me to death, and I never hesitate to refer others to them. Contrast that with the cell phone store nightmare stories that I have heard from others where someone tells me about the great "deal" they were offered, only to vehemently complain shortly thereafter when the inevitable complication or problem occurs. I know that my store, which has been in business far longer than most in its industry, does more business, more repeat business, and is more successful than most of the others. Their commitment to their customers is what sets them out from the rest.

Many of us have heard auto mechanic horror stories, how someone was either lied to, overcharged, charged for something that wasn't needed or done, or given shoddy service. Again, in my town, I have been fortunate enough to have found an honest mechanic who stands behind his work, and goes the extra mile for his customers. While my mechanic may or may not always be the least expensive, to me having the peace of mind and honest service is far more important than shopping around simply for price. Why aren't there more like these?

All of us have gone into stores, offices, department stores, warehouse stores, etc., where we are either unable to find any assistance, or the assistance is rude, pushy or otherwise unpleasant. Smart stores, regardless of their size, understand the importance of customer service, yet few make it the priority it is. Just think about that the next time you are placed on hold with a recording that tells you to type in your account number, etc., only to be asked all that same information once you are "lucky" enough to get a live person on the other end of the line.

Considering who to select to represent you, regarding the sale of your home? There are many factors to consider, but consider carefully, the attitude of the agent, in terms of treating customers and clients. Will he represent you and your interests, or just say what he feels you want to hear, to acquire your listing? My trademarked slogan: I'll tell you what you need to know, NOT just what you want to hear! 

Price is Always Important, But Not The Only Thing!

Especially in challenging economic times, people seriously consider how much things cost and what the price is. When I was the Chief Operating Officer of a natural products manufacturer years ago, I remember that our price point was a serious consideration, in order to best position our products optimally in relation to others.

Those seeking representation by a Real Estate professional, should not over - focus merely on the commissions, and fees, but pay attention to factors, such as service, quality advice, obtaining the best deal, etc! Always think first about what the price, of only looking at perceived costs, rather than the bigger issues!
 
However, while pricing and costs are important factors, when it comes to conferences and conventions, a far more important factor is almost always perceived value. In my three decades of hotel negotiations, event planning, and conference and convention planning and operations, I have witnessed repeatedly, situations where organizations over-emphasized only the price that participants would pay. In doing so, they often neglected creating a program and agenda that would attract attendees. Sometimes even more importantly, these organizations did not sufficiently emphasize the attendee's conference experience, and when that attendee went "back home," rather than being the organization's best ambassador, he reported a less than stellar experience.

The almost laughable, if it were not so incredibly short-sighted, part of this is that the amount of "cost savings" that these organizers implemented, had little impact on attracting significantly more attendance. However, at the same time, this reduction created financial risk for the organization and an inability to provide a superior attendee experience.Organizers must recognize that a small price decrease in the fee for attending a conference often has little real impact on attendance. If it works at all, it only works in local events, where there are few expenses incurred by attendees besides the registration fee. However, many conferences require travel and hotel costs, and those costs often "dwarf" the registration fees.

In addition, if an organization is going to lower its registration fee, by how much will they reduce it? How much is a significant enough reduction to encourage additional attendance? What will be the overall impact on what conference organizers can do, when revenues are reduced? I have heard numerous conference and convention organizers state that the reduced revenues will be offset by increased attendance. However, what these organizers often under-estimate is the true cost to the conference per attendee. If it takes more attendees to generate the same revenue, and registration fees are reduced by, for example ten percent, how much will attendance have to go up to offset the drop in revenue combined by the true cost per attendee? In many cases, a ten percent registration fee reduction will require close to a twenty percent increase in attendance and registrations.
Unfortunately, like many things done by many organizations, their conferences are often run by well-meaning individuals, who are, nevertheless, less than professional conference and convention coordinators. Organizations must analyze both the short term and longer term ramifications of addressing solely the registration fee issue, without, at the same time, analyzing the perceived value aspect. It is essential that organizers fully understand all aspects involved, including, especially, understanding their niche or target market.

Price matters, but it is not the only factor! Quality, service, and the bigger picture, are essential considerations! 

Why Buying & Selling A Home, Is Often Confusing?

Several decades ago, the home buying and selling procedures seemed far less complicated. Nearly everyone bought and so homes through Realtors, who generally all charged the same six percent commission. There was predominantly one type of mortgage (fixed rate), most people put at least twenty percent down, and almost all mortgages charged the same rate (for many years, in many parts of the country, this was 8 1/2%). Houses, in most cases increased in value based on the inflation rate, and whatever improvements were made to the house, as well as its condition and location. Houses were sold with "For Sale" signs, and newspaper ads, as well as through "Open Houses." It seemed like, in most parts of the country, almost all agents were Seller's Agents (meaning they represented the seller in the transaction), even if they were selling the house to their customer. Obviously, houses were far less expensive, but average incomes were also substantially lower in most cases. Home ownership certainly appeared to be part of the "American Dream.

Today the procedure is far different. Houses are predominantly promoted via the internet, with Realtors involved in most sales, but with a far larger number of "For Sale By Owner" (FSBO) transactions taking place. While there are still Open Houses, in many areas even those are by appointment only, because of the increased concern with security in today's world. Before the mortgage fiasco that occurred a few years ago, there were many different types of mortgages, including fixed rate, and a variety of variable rate loans. Until the 2008 mortgage and banking crisis, there was far too much leniency in deciding who to give loans to, and it was not at all uncommon for someone to get a little down payment, or nothing down mortgage. Many home appraisers were appraising homes for far more than they ended up being worth. Which, obviously, when the economy suffered, and the real estate market reacted dramatically negatively, caused many homes to have mortgages larger than their values. This ended up with cash crunches, which led to many people losing their homes to foreclosures or short sales (selling a house for less than the amount remaining on the market). This then led to banks trying to eventually resell many of these properties, which then further exacerbated the drop in prices in those areas.

Since the banking crisis, and the government bailout, it has become far more challenging to get a mortgage. Banks have dramatically reviewed their home appraisal systems, which has led to individuals only qualifying for far less mortgage monies. In addition, banks began nearly arbitrarily reducing credit card credit lines, which because of the way credit scores are calculated, lowered many individuals credit scores, through no action of their own. Then, of course, banks began requiring higher and higher credit scores to qualify for a mortgage, so it is obvious how that further complicated manners. Therefore, even though mortgage rates have remained at or near record lows, for a considerable period of time, the process is often a complex and confusing one, and is another reason, one's selection of a real estate professional, is an even more significant one.

In addition, many sellers still expected to receive the same price people received at the height of the market, while at the same time, many buyers had somewhat unrealistic expectations as to how low they could buy a house for. Although housing prices have rebounded, there seems to be seller's or buyer's market cycles, and the sellers and buyers are often somewhat confused!

My advice is that the first thing is that both buyers and sellers must become more realistic, so that they can come to some fair meeting of the minds. Next, banks should be far more careful than they were, but far more reasonable than they are now. America needs a robust housing market, because the worst possible scenario would be if large numbers of Americans begin to feel that home ownership is no longer part of their version of the American dream.

How To Master Your Presentation?

How often have you been called upon to give, or been in a situation where there has been the need for you to get up in front of a group of people, and give some sort of presentation? Studies show that a large percentage of individuals become nervous, queezy and uneasy when this occurs, often feeling considerably out of their comfort zone. Unfortunately, this form of oral communications has often been largely either ignored or paid little attention to, and because of that, many presentations and presenters present an atmosphere of discomfort, boredom, and somewhat of a feeling of "why did I bother attending this," amongst attendees. Like most acquired skills, learning to, and actually giving a quality presentation requires dedication, commitment and an understanding of the process and the requirements/ needs. Whether this is a presentation before a large, intermediate, or small group, or even a one - on - one presentation, the following are necessities:

1. You'll rarely give a consistently quality presentation until, and unless, you thoroughly are prepared. This presentation means determining the goal of the presentation (i.e. what you want the attendees to walk away with), whether or not there is a need for accompanying visuals, doing your research and homework, understanding the group and its dynamics, etc.

2. Once you've formulated your information and materials, practice your presentation, and rehearse. This rehearsal should enhance your comfort zone, and anticipate questions and concerns that might be asked by the attendees.

3. Just like actors rehearsing for a new show, an effective rehearsal is never a one - shot event. The procedure must be repeated until your level of comfort with, and knowledge of, the materials, is nearly second - nature, and automatic.

4. Review your content in detail. Are you providing too little, too much, or just the right amount of information? Is the group that is attending prepared for the information you are giving? Will they welcome, or close their minds to new information, ideas and alternatives?

5. Are you comfortable going in front of a group? Are you so uncomfortable that your nervousness will create an impediment to a quality presentation? Rehearse in front of a mirror, look at your body language, continuously change the inflection and tone quality of your voice, and remember to speak more slowly than you feel you need to (because invariably nervous speakers rush). One's confidence is an essential of a quality performance!

6. Finally, consider your delivery, your performance, and whether or not you are engaging the group in an interactive manner. When one gets the audience more involved, it enhances the bond and thus the attention that the crowd will give you.

There is no one - step, easy procedure for enhancing your presentation skills. However, paying attention and being consistent, and thus using these basic six steps, helps to put you in the best scenario.

Why Strategic Plans Are Important?

While many organizations have heard of strategic planning, and even claim to strategically plan, few actually do so effectively. Many organizations and their leaders discuss strategic planning as if it is some sort of panacea for "fixing" the organization. That expression is almost as misused as "getting to the next level." It is somewhat amazing that few organizations, and few leaders seem to comprehend that strategic planning must be an ongoing process, if it is to be an effective use of time. Otherwise, what many organizations refer to as strategic planning ends up being little more than an exercise in philosophy and oration.

The first step in effective strategic planning is to properly identify where an organization is at presently, and how it got there. What is the history of the organization, and how does that and the organization's mission impact its planning? How can the organization evolve to improve, while maintaining its reason for being? Strategic planners must carefully understand the ramifications of its actions, or conversely, what the impact of not acting might be.

This process must identify both the strengths and weaknesses of the organization, as well as the reasons and causes for each. All too often, so-called strategic planners inaccurately identify either strengths or weaknesses, or both, and then make decisions or recommendations based on false or faulty premises. This is often seen, especially on the weaknesses sign, when an organization is facing a challenge in a specific area, and often oversimplifies, misinterprets, or misunderstands the reason for the obstactle. When planning begins based on inaccurate premises, the plan is doomed from the onset.

Strategic planners must consider all alternatives in their deliberations. They must consider factors such as short-term, intermediate-term and long-term impacts, ramifications, costs both in terms of financial as well as personnel related. Costs include not only direct costs, but also indirect costs, such as the wastes and excesses. Planners must consider multiple alternatives, and weigh all relevant factors in analyzing ideas.

Strategic planning necessitates entering the process with an open mind, and considering alternatives. Where many organizations drop the ball, however, is that after they expend considerable time, energy and other resources in the process, they do not develop an action plan to assure the timely achievement of the plan. The strategic planning process applies to not - for - profit organizations, for - profit corporations, government entities, civic groups, as well as self - employed business people, such as real estate professionals and investment advisers. Without a strategic plan, your action plan, and inevitable effectiveness, is limited and restricted in scope, and impact!

Customers versus Clients?

Many people commonly interchange the words "customer" and "client" in their every day conversational usage. While there are, in fact, a number of similarities, there are also quite a few differences. These differentiations come much more often in service industries than in those where a product is sold retail, because, in retail sales, nearly everyone, with only a very few exceptions, are customers.

A customer is someone who either buys a product from you, or uses your services, without specifically contracting in any type of exclusive way. On the other hand, when one enters into a client relationship, there is far more of an obligation on both parties part.

This differentiation is most evident when it comes to the real estate process. A homeowner, who lists his house for sale with a real estate broker, enters into a client relationship. The homeowner, for a specific period of time, is contractually bound to that broker, in terms of all aspects of the sales procedure, except of course, the final decision whether to accept an offer, which always remains the homeowners option. The broker is obliged in a number of specific ways, as specified by that state's specific real estate laws and regulations. In most cases, a broker and his agents, owe the client a fiduciary responsibility, which includes confidentiality (except in the case of any material misstatement or other illegal or immoral situation), making best efforts on the client's behalf, and doing the best to secure the best possible offer and negotiating on the owner's behalf. The broker owes his entire loyalty to the owner during this entire procedure, and is forbidden to do anything which is not in his client's best interests.

When someone uses the services of a Realtor in the real estate buying process, most states require some specific type of Agency Agreement. A buyer or potential buyer can have the agent serve either in a customer or client relationship. First, a buyer can decide if he wishes to use an agent as a Seller's or Buyer's Agent. A seller's agent owes his responsibility to the seller of the house, while a buyer's agent negotiates on behalf of the buyer. Obviously, in this latter scenario, the broker owes his allegiance to the buyer, and is expected to due necessary due diligence, as well as supply the potential buyer with all pertinent information that he may attain. This includes information about length on market, how negotiable the seller might be (while a seller's agent should be trying to maximize price received by homeowner, the buyer's agent tries to obtain the best possible "deal" for the buyer.), and other important factors that might impact the buyer. A person desiring this arrangement can still be a customer, but generally will enter into a client relationship, so that the broker puts forth maximum effort on his behalf.

While in both scenarios, there should be no material misstatements ever made, obviously the degree and type of effort put forth will differ. It is important for the public to understand the distinction.

5 Componets of Effective Negotiating

Regardless of which aspects or activities we are involved in, whether it involves our personal, business, or self - confidence impacting scenarios, we often end up in some sort of negotiations or negotiating activity/ aspect. Effective negotiations involve conceptualizing needs and focusing on solutions. In most cases, negotiating is dependent on these five components: 1. Do one's homework carefully and thoroughly; 2. Effectively listen; 3. Absolute integrity and transparency; 4. An ability and willingness to prioritize and inform one's adversary what our needs are; and 5. The inevitable achievement of a significant meeting of the minds. When one approaches negotiating as a cooperative rather than adversarial activity, the ability to negotiate a meaningful agreement is potentiated exponentially.

1. We often hear someone discuss the need to do one's homework, but what does that actually mean? In negotiating, it means coming to the table completely prepared and "armed" with the necessary details and reasons for one's position. However, it also requires studying the needs of the opposite side, and understanding their strengths and weaknesses, financial implications, and needs and potential areas of flexibility.

2. There is a big difference between simply hearing, and effective listening. It is a physical condition to have the ability to hear, but it is a needed (but acquired) skill to become an effective listener. To do so means avoiding the tendency to interrupt and dominate a forum with one's own rhetoric, and focus on listening and posing questions that gather information while positively developing relationships. It also creates an opportunity to further one's understanding of the other side's needs and priorities.

3. A great negotiator must approach this process with absolute integrity, understanding that it is better to develop a relationship based on trust and honor, rather than on mistrust or opposition. Many have attempted to mislead an adversary during a negotiation, and while this at times may seem to have temporary positive results, in the end, it almost always destroys the essential fiber of producing a productive result.

4. Focus on the priorities and needs, and clearly inform the other side of what you are looking for. In many cases, when both sides are willing to look at alternatives, they can come out with a mutually beneficial result.

5. However, the goal of any negotiation, must be to come up with a meeting of the minds, where both sides feel they can walk away from the table, believing they have come up with a fair and equitable solution. This means using a win - win emphasis, and never approaching a negotiation with the objective of defeating an opponent.

Do you want to be an effective negotiator? If so, focus on these five components, work on the necessary skills, and maintain your objectivity and integrity.

How Is Your Judgment?

How do you define judgment, and what factors do you consider most indicative and telling? What have you done to develop your wisdom, ability to analyze and interpret, judge situations, individuals, procedures, techniques and ideas? Do you enjoy being the decision maker, or would you prefer to defer that to others, and simply be a follower? Do you prefer to be a leader, trusting that you are more capable of making the best decisions, or do you doubt your own abilities and judgment? Do you judge situations and understand the possible ramifications and alternatives? Do you prefer to be proactive, or are you merely reactive? Do you plan sufficiently so that you can make decisions based on facts and reasoning, or do you wait, often procrastinating, and putting off making a judgment until you have to?

1. Judgment can either be good, bad, or somewhere in between. However, when someone simply waits and procrastinates, that is almost always an indication of far less than stellar judgment. Procrastination is generally an indication of either insecurity or fear. It takes courage, self confidence, and personal motivation to make a decision, but it also requires a commitment to training, learning, self improvement, and the desire to be the best that you can be, to actually show judgment.

2. Judgment does not mean that you must be the most intellectually gifted, although no doubt a certain level of intellect generally enhances one's judgment. However, often those with the highest IQ, and the most schooling and education, do not exhibit the greatest judgment. Great judgment also requires certain tangible, as well as certain intangible qualities. The tangible assets include learning, experience, focus, desire and motivation, as well as commitment. The intangible characteristics come from one's viable vision, and how that translates to actual goals, as well as the motivation to persist and persevere, and the courage to make well thought out decisions, when others often defer. Judgment is a combination of numerous characteristics, disciplines, beliefs, ideals, etc. However, for a judgment to be pure and positive, it also requires absolute integrity.

There has never been a truly productive individual who did not develop a methodology to enhance his abilities and judgment. It all begins with both knowing, as well as liking ones self. Judgment comes from someone being comfortable with his abilities, confident in his beliefs, and willing to openly examine any and all alternatives that might make him better.

Business Efforts - An Oxymoron??

We often read and hear references to business ethics. Undergraduate and post graduate courses dedicate large amounts of time and resources to the topic. However, if one were to ask the average consumer if he believed that most businesses were conducted in an ethical manner, we would predominately receive negative responses. Simply stated, ethics can be defined as doing the right thing, the moral thing, and treating others with honor and respect. Related to business, this concept would include several items, and when we evaluate how most businesses conducted business, we would often avoid referring to these practices as moral.

1. One of the necessities of being ethical is telling the truth. However, when we look at how businesses, services and products are often promoted, the truth is stretched rather thin. One example, of course is the mobile communications or cell phone industry. Each carrier runs ads trying to convince us how superior they are. However, since there are no legal requirements even for using terminology such as "4G," and each carrier handles their lines differently, there is often quite a bit of variation. For example, going strictly by its ads, one would believe that Verizon cellular service is nearly perfect. Its advertisements makes claims about the clarity of its calls, how few calls are dropped, its speed, etc. While that is the case in some areas, several of my friends on Verizon service experience dropped calls, etc., in various areas, while having excellent service in others. ATT Mobility claims its system is fastest, and in some areas it is. I use the system and have had wonderful experience, yet, I know others who have been extremely disappointed. Sprint customers have similar experiences, and I have had wonderful experience with Sprint's Air Card, which works well nearly everywhere I've used it. However, as good as it is, it is certainly not as quick as wired or WI-FI service. Every other service has its proponents, as well as its attackers. The issue is not which service is the best, but rather how the services promote themselves. While effective advertising is self promotional by definition, misleading ads are certainly not terribly ethical.

2. Have you ever gone into a store and purchased something, and the store quickly asks you if you'd like to purchase an Extended Warranty. While there is nothing wrong with offering this, nor with the stores making additional revenues doing so, have you ever been given a clear cut explanation of what is and is not covered, and the limitations. Remember, we are discussing ethics here!

3. Investment Advisers are another area of ethical concern. Is the individual an unbiased adviser, or is he simply a salesman disguising himself as an adviser? Both duties and functions are acceptable, but which is ethical?

4. In Real Estate, does the average buyer truly understand the difference between being represented by a Buyers Agent, a Brokers Agent, and a Sellers Agent? In New York State, for example, by law, prospective buyers must be given an Agency Agreement that explains each of these. Yet, if the average buyer truly understood the differences, one would think the vast majority would prefer using a Buyers Agent, whose loyalty is directly to the buyer. Is this an ethical dilemma?

There are so many situations in business where there is the opportunity for a business, product, or representative to opt to either prioritize ethical behavior, or to merely do what might be expedient and in the store (or business, product, or reps) best interest, rather than the customer (or buyer).  Many professions, including medicine, dentistry, real estate, investments, etc, have both implied, and written Codes of Ethics. However, the often fine - line between the rhetoric, etc, and the reality, brings us to question and often, wonder, if business ethics is another one of those oxymorons, such as military intelligence, moral politician, etc.

Intelligence is Often Far Different than Smarts!

As a general rule, many people considerate formal education to be evidence of someone being smart. While excelling in school, and successfully completing the prerequisites necessary for advanced degrees generally indicates intelligence, at least in that specific field of endeavor, it often does not correlate directly with someone necessarily being smart. However, unfortunately, many people automatically defer to these exceptionally educated, well achieved individuals, assuming their proficiency, expertise and achievement in their particular field of study translates over to other areas as well. While in some cases, intelligent individuals are also smart, it is not necessarily the case.
It is also true that there are many extremely smart people who lack formal education. To me, smart people are those who demonstrate an intuitive nature, and are perceptive enough to fully understand various sides of issues, and to "cut through" the rhetoric, and appreciate the ramifications of taking actions, or refraining from taking any action.

Some of the most innovative individuals, who have significantly influenced and/ or shaped our lives, do not possess that high a formal education. When Microsoft Founder Bill Gates attended Harvard as a pre - law student, he left after two years, to take a job as a programmer. When he approached the sophisticated, well - educated intellectuals at I.B.M. about purchasing his operating system for personal computers, they felt it was not in their best interests to do so, and rather "leased" his operating system. One can only imagine how the economic fortunes of both I.B.M. and Microsoft would have been drastically different, had I.B.M. made a different decision.

Years ago, one of my best and favorite investment and financial clients was a wonderful man, who lacked any type of formal education. However, he truly had incredible "street smarts," and his "gut" was a better decider than all the degrees available. Few individuals had an eye for investing like this man, and his specific view that he referred to as being a "contrarian," worked so well for him, that his business was a huge success, and his investment portfolio well out-performed most others.

For more than forty years, radio audiences have been listening to J.Donald Imus (known by most of us as Imus), and his former, news sidekick, Charles McCord. What many do not realize, is that neither Imus nor McCord have any type of formal education, yet appear to have both an intuition and an understanding of issues far beyond most of us, including the "intelligencia."

I would urge people not to judge how smart someone is simply by their degrees, or their incomes, or their success in a particular venture. One can be very well - educated, make or have a lot of money, and have a successful business or occupation, without being particularly smart. I would rather listen to someone with common sense, true expertise (which is far different than a string of meaningless, unrelated experiences), and perception, than to someone who may be quite intelligent, yet lacks these important and essential qualities.

Why It's Important to Write Goals Down?

Most of us have repeatedly been instructed that it is necessary to have an essential dream, a personal vision, and create important and relevant goals, if we wish to be successful and to achieve. However, simply having goals is not enough, but rather it is necessary to have a mechanism in place to transform goals into reality, by taking action. Many studies indicate that the vast majority of individuals perform and achieve better when there is a visual aspect to their learning, commitment, habit and behavior. It is for this reason that most great achievers have dreams that they visualize and which motivate them, create goals and an action plan, and don't simply think about or try to memorize what they wish to do and how, but rather, put these goals down in writing and refer to them often and repeatedly. Brian Tracy stated, "Committing your goals to paper increases the likelihood of achieving them one- thousand percent."

1. Even the most important and far- reaching dream fails to yield results unless it motivates the dreamer to commit to specific goals, which he then designs an action plan to achieve. In order to optimize one's results, write the goals down, first in broad thoughts, and then in specifics. Explain in writing your reasons for why these goals are so important. Then put them in a priority order. Then put them down with a time table or timeline for when certain actions need to be taken, and why. Create this action plan in such a way that you think your ideas through thoroughly, and you decide upon a first or preferred course of action, as well as numerous alternative or contingency approaches to achieving your most essential goals. Commit to these thoroughly and review these notes and ideas on a very regular basis. This will both motivate and refresh you on your personal journey.

2. Never forget that you must believe in yourself in order to achieve these goals. In the majority of cases, a most effective tool is the use of affirmations. Affirmations must be personal positive statements regarding matters that are most important to you personally. They must always be stated in both the positive/ affirmative as well as in the present tense. For example, if you feel you need to become a better speaker to achieve your goals, an affirmation might be, "I am an enthusiastic, stimulating speaker that audiences enjoy listening to." Note that the statement is specific, positive and in the present tense. Try this with items that you feel you would like to personally pay more attention to, or get better at.

Most of us find visual learning the most effective. Some use this method in conjunction with others, while many find it to be their preferred methodology. Write down what you want to achieve and what you need to do.

What's Your Elevator Speech?

It is generally believed that the most meaningful single component that determines the potential strength of the American economy is related to the health of small business and small business people. This includes consultants, real estate professionals, accountants and CPA's, physicians and dentists, small law practices, salespersons, commissioned individuals such as stock brokers and insurance agents, etc. These are often highly competitive industries, where there is a need for an individual or small business person to differentiate himself, develop a personal niche, and maintain and develop the ability to effectively and seamlessly communicate why others should utilize his services. In other words, he develops an elevator speech, which in thirty seconds or less, whets the appetite of those around him, motivating them to ask more, and creating a mystique or aura where he sticks out in a positive and productive manner.

1. How do you interest others without appearing to simply trying to sell something? How do you make your message both compelling and interesting, showing a positive message where others not only listen and hear, but pay close attention and retain what the messenger is trying to convey? How is it possible for anyone to have an effective elevator speech unless he maintains a positive mental attitude combined with actual self - confidence? What do you say that differentiates you from the rest of the pack? Do you believe your own words? Are you capable of seamlessly promoting yourself in an impactful and meaningful manner?

2. Why is an elevator speech so important for someone to develop? This thirty second opportunity comes about often, not solely in an elevator, but in brief meetings in the supermarket, at cocktail parties, and in any social or business gathering? What is your brand, and why is your brand one that others should care about? How do you differentiate yourself? One example could relate to, for example, a real estate agent, who might be asked some version of the question relating to why one should use him rather than others. The individual who does not hem or haw, wax philosophical, get hung up on cliches or empty rhetoric, and simply claims he'll do the best job for them, will rarely attract much positive attention. However, on the other hand, the individual who clearly and without hesitation states emphatically that while there are many real estate agents available, and even confidently states that many of them do a decent job, avows confidently that they lack one key ingredient that he possesses. Therefore, each individual must ponder what makes him different, unique and someone others need!

Think about the impact of your elevator speech! Does it motivate others to care more, think more, and understand why you are someone they should seek out and do business with?

The Difference Between Ego & Excellence

One of the least understood behaviors is what most of us refer to as being egotistical. While some individuals voice much bravado and appear to be applauding themselves and patting themselves on the back continuously, someone with a truly healthy self image does not find that type of self praise necessary. The reality is that if someone speaks about achievements in order to demonstrate experience and expertise, and they were real achievements, that is not bragging, but if someone exhibits false bravado and overstates his achievements, then it is simply self promoting. Walt Whitman stated, "If you have done it, it ain't bragging."

1. There is often a huge difference between mere experience and true expertise. Just because someone has had some experience, it does not mean he has learned sufficiently from it, for it to provide some advantage or expertise. I'm sure we have all met people who appear to be egotistical, whose behavior ends up being more based on insecurity and the need for attention, applause, gratitude, etc., than it is related to any type of superior knowledge or expertise. For example, in politics, when a politician points to his record, it can either be a case of bragging, or true excellence. Was he actually the cause of the positive results? Were there actually any positive results at all? Especially as it relates to politics and politicians, there is often a distinct line that gets blurred between true achievement and excellence, versus falsely taking credit or distorting one's achievements. This is caused partly by convincing one's self that they were actually excellent and actually believing it, a desire to win and election, political spin, ego or false ego, or being delusional.

2. I have been involved in the event industry for well over thirty years. During that time, I have come across quite a number of people who thought of themselves as being event planners or event experts, while the reality was that they, at most, chaired a program, event or a committee, and perhaps got involved in certain aspects of the event planning process. Therefore, when it comes to event planners, while I can state that I will guarantee cost savings and superior event planning and superb results, that statement is not bragging but rather the facts based on my years of experience, my gained expertise and knowledge, and the results I have consistently achieved. On the other hand, it is bragging when someone who perhaps was involved in previous events but does not possess the prerequisites to be considered expert, claims to be an event expert.

Bragging is only offensive when it is untrue. Otherwise, it may be merely a recitation of the facts. In either case, however, it should be done with tact and without being offensive.

Why Salespeople are Created, & Not Born?

Becoming a proficient sales professional takes a commitment to excelling at the skills necessary to maximize results. Contrary to what some people say, almost no one is a "born salesperson," and most people need to learn and then hone the necessary skills. While many claim they have the "secret formula," the most effective way to be successful in sales, is to practice proper techniques. Excelling at sales can be compared to excelling at sports - - it requires first learning the proper and best techniques to get the desired results, and then practicing. Either fortunately or unfortunately, there is no short cut.

One cannot learn how to sell, merely by attending classes, reading, or observing others selling. While all of those are important in the orientation and training process, becoming good at sales requires practice and repetition. However, this becomes complicated because if an inexperienced, ill-trained, and unprepared individual attempts to sell before he is ready, often times he "blows" the opportunity with the individual he gave a less than ideal presentation to. For that reason, as well as others, it is essential to develop and use other training and practice methods and techniques.

The best way to be trained and to practice one's sales presentation is by "role playing." Role playing requires the assistance of a trained and proficient sales professional, to oversee the process, and to assure the technique being used is excellent. Just as a tennis player constantly practicing using poor form, or a golfer constantly repeating a less than ideal golf swing, or a baseball player practicing a bad swing, role playing practice is only effective if the technique used is good.

The first step in role playing is that one, first assume the part of the customer or client, and that the experienced, proficient sales professional present to him, while one attempts to make it difficult for the professional. After repetition, discussion, and practice, the roles should be reversed, and the new person should now do the presenting to the seasoned individual. It is essential to realize that this is not a one- time role playing practice session, but must be repeated on an ongoing basis, initially multiple times per day, then daily, then perhaps weekly, etc. Even the most seasoned professional must role play on a regular basis, in order to assure that he has not developed habits that weakens his performance. If one thinks about it, that is why actors use writers and directors - - to guide them to their optimal performance.

The first step is to effectively learn everything necessary to sell either the product or service. That includes necessary technical information, introductions, script, listening skills, consultative selling techniques, etc. I recommend reading my numerous online articles (particularly on Ezinearticles.com)  on these topics to assure success. Then, one must learn how to answer and overcome any possible objections. For a review of that techniques, one can review my previously published article on Ezine articles. An effective salesperson also develops the techniques and skills needed to successfully use the fall-back strategy of knowing how to recreate need and give yourself another opportunity.

After all that is learned, re-learned, practiced and re-practiced using role playing effectively, and one is confident in his abilities and techniques, then "a salesperson is born."

What Can & Should Be Negotiated, & What's The Best Approach?

As a professional negotiator, who for more than three decades has negotiated hundreds of hotel and venue contracts, as well as numerous business contracts of a variety of different types, I have often been asked what can one negotiate, and why is negotiating meaningful. While this would require a far more extensive discussion to fully explore, the simple answer is that almost everything is, in fact negotiable (particularly under the correct set of circumstances and conditions), and that quality negotiations are very often the difference between a successful or less satisfying result. While this is true regarding many different aspects of our lives and activities, it is often most readily obvious when it comes to events and event planning, as well as real estate transactions, and politics! Unless the entire process of planning an event is negotiated properly, the result will generally be less than optimal! Observe whether a real estate professional possesses true negotiating skill, because it may represent thousands of dollars (how well, for example, can he negotiate for his own fee/ commission, because if he can't do that, how will he negotiate for you?), and evaluate the attitude and personality of a politician, especially from the perspective of whether you would consider im trustworthy, upfront, and whether you would want to deal with that individual. 

1. In my experience, I have found that a quality, professional negotiator will save an organization a significant amount of time, aggravation and wasted resources. When negotiations are done correctly, not only should an organization save far more money than what they are paying for the negotiator's services, but they should be able to count on the professional to make a series of meaningful recommendations that should provide more value, enhance marketing efforts, and locate additional areas of significant efficiencies. My personal policy is that I often guarantee my clients a savings that will exceed the fee I charge by a significant percentage.

2. Many individuals negotiate, but only a quality professional negotiator will get an optimum deal made. Great negotiations come from had work and effort, an enormous amount of homework and research, emphasis on developing relationships based on mutual respect and integrity, attention to details, needs analysis, and knowing what can be asked for, and what cannot. I equate it to someone that wants to purchase a home. If someone really wants a house, he must know what other comparable properties go for, and then, whether he wants to be in a position to perhaps receive and entertain a counter - offer. If someone is only willing to pay a particular figure with no flexibility, then little strategy is needed. But, when someone wants the house and is somewhat flexible, he must be certain that his offer balances his ability to get a great deal, with a realistic possibility of at least receiving a counter - offer. If the offer is too little, the seller may merely consider it not to be serious, or even worse, insulting. That's why an essential duty of a professional realtor is to be a quality negotiator. If someone is unrealistic in demands when negotiating with a hotel, the long term result is generally less than optimal.

Not everyone is a great negotiator. Not even every professional negotiator is! Before hiring a negotiator, you must feel confortable and confident in his abilities and performance. Great negotiators ask questions, but spend far more time listening than talking! In essence, the art of the deal, in terms of negotiating, is to not look at the process, from the standpoint of beating an opponent, but rather coming up with a strategy, which makes both sides feel they got what they needed, while getting yourself the best possible deal/ terms possible. That is the true, Art of the Deal, and I refer to it, as win - win negotiating!