5 Components of Marketing Yourself

Most would agree that marketing is perhaps the most, if not one of the most essential ingredients for success in nearly every field of endeavor. Why do you think that the largest and most successful corporations spend so much time, effort and resources on marketing themselves, and attempting to create a specific and unique brand, that creates an attractive niche and compelling story? Since all of us, regardless of what we do, are involved in some sort of selling, it is important to understand what is needed to successfully market ourselves. Whether someone is a doctor, lawyer, salesperson, Real Estate Professional, teacher, or stay - at - home mom, success requires selling every day. We either sell a product, a service, or ourselves, but we do sell! Since the advent and increased popularity of the internet, however, many people have abandoned the previous fundamentals of marketing, and begun to rely exclusively on the Web. However, success means using a broad - based, multi - media campaign, where we maintain a common focus throughout, in order to distinguish ourselves, thus creating a niche that develops our personal, quality, respected brand. While there are many possible components, those who seek to effectively market themselves should both understand and utilize these five components listed below.

1. Don't abandon direct mail and snail mail. There are still many individuals who prefer being contacted that way, and effective mailing pieces that enhance our brand, are key. However, cost containment requires doing this wisely, so make sure that you study the best and most effective way to use this, including your mailing list, types of piece, etc.

2. Use email and texts judicially and wisely. Under - utilization will have no impact, and overuse will strike many as a form of spam. Make sure that you use these forms when appropriate, but don't become overly reliant on them.

3. While a strong Social Media presence is wise and needed, don't fall into the trap of assuming that because you posted something here, there is widespread communication going on. The most effective usage is generally having links to compelling information, so that others will be interested. Don't either over or under - post, and remember that you must use these in coordination with the overall brand you wish to create and develop.

4. What is the feeling someone gets when they look at your Website? How easy is it to locate, and what does it say about you? Does it enhance your brand? Does the message being sent say what you are trying to communicate? Have you looked into SEO (Search Engine Optimization)?

5. Far too many individuals today build artificial walls by relying too heavily on these methods, while ignoring or nearly ignoring the all - essential methods of professionally using the telephone, and getting out and being face - to - face, with your potential constituents, stakeholders or desired audience. Therefore, it is very important to become professional in these methodologies.

Don't use one of these components, while overlooking others. Those that want to market themselves to their fullest potential, and thus get the best results, need to use the discipline to use all of these.

9 Ways to Keep Your Customer or Client SATISFIED

Wouldn't it seem logical that businesses, self - employed professionals (such as Realtors, doctors, etc), and/or organizations would prioritize or pay, at least a far more significant amount of attention, to identifying, serving, enhancing the experience of, and keeping their customers happy? Since few businesses can succeed, sustain themselves, and grow their businesses without maintaining happy customers, wouldn't you think that one of the items they would emphasize would be how best to enhance their customer's experiences? Many companies spend lots of time talking about how wonderful they treat their supporters, far too few actually end up doing so. In order to assist in the effort to better serve their customer base, I have developed these 9 Ways to Keep Your Customer Satisfied.

1. Seek out, proactively, what they want! Focus on their priorities and needs, rather than your own, and make your business a stronger one. Remember that your company is there to serve its customer base, and not vice versa. Lead with a combination of genuine, meaningful, sustainable strength, that makes others want to be associated with your organization.

2. Focus, and pay close attention to the bigger picture, with a focused, clear - cut, positive attitude. What are you doing to get others to want to be associated and aligned with you?

3. Tell them what to expect, and why it is in their best interests! Treat others the way you would want to be treated. Consistently proceed in a transparent manner.

4. Identify with your actual and/ or potential audience/ customer base, and make their priorities those your group emphasizes! Instill a sense of belief and pride in others, to motivate them to want to be associated with you.

5. Strive consistently to please, without compromising your ideals, goals, or focus! Perhaps the simplest way to do so is to always say thanks, even for apparently minor items. Remember that people generally love to be appreciated.

6. Be genuinely friendly, with true feeling, and aim to fulfill well beyond what you are presently doing. When you care more about others, they develop deeper feelings for you.

7. There is never any substitute for absolute integrity. That includes a combination of attitude, behavior and always delivering on your promises.

8. Earn their respect every day! Your goals must focus on giving others a great experience, always exceeding expectations.

9. Do it! Don't just say you will! Remember that your customers are far more concerned with what you are doing and will do for them in the future, rather that what you've done in the past!

If those you serve lose their kinship with you, you will lose your relevance, potential and sustainability. Enhance your possibilities by using these 9 Ways To Keep Your Customer SATISFIED.

The Art & Science of Selling: Proactive, Interactive, Reactive & Inactive

One of the most challenging components of developing effective sales people, is to drum into their head, that selling is not merely either an art or a science, but rather a combination of both. When someone is asked whether he is selling, or, in sales, most respond that they are in sales, perhaps because it makes them feel better, prouder, or more compassionate and empathetic! This tendency generally indicates an inactive seller, rather than one who either takes charge, participates in a discussion, or actually, professionally sells. This article will tend to brush the surface, in order to differentiate between how the art and science of selling differs, depending upon whether one is proactive, interactive, reactive, or inactive.

1. Proactive: Only when one proceeds in a proactive manner, is he professionally selling. This procedure helps someone maintain control of the situation, making suggestions in such a way, that the customer or client, feels like it is his own idea. It is akin to the leader, who has a vibrant, vital vision, and understands he must get others to adopt it as their own, if it is to proceed forward successfully, Proactivity involves bringing up and asking relevant questions, with the intent of creating a meeting of the minds. Doing so properly, the other person genuinely feels a kinship, and truly gets the point, so the conclusion creates what is referred to, in selling, as a successful close (a.k.a. a deal).

2. Interactive: While it is far better to be an interactive salesperson than an inactive one, doing so creates a situation where one loses control and direction of the process, often creating a limited opening for bringing up all the necessary, pertinent, and relevant information, that might bring a sale, to fruition. In this scenario, there is give and take, but neither party is dominant, and while that might be preferable in day - to - day, interpersonal discussions and relationships, is often, far less than ideal, in selling cases.

3. Reactive: When one sells in a reactive way, he permits the other person to control the discussion, which often causes the discussion to veer either off - topic, or at least, not in the most preferred, desirable direction. Rather than controlling the direction and content, this salesperson lets his potential or actual client or customer, control these aspects, and he is left merely reacting and responding, often placing him in a disadvantageous position.

4. Inactive: This is what I call the How may I help you seller. We often witness this in telephone customer service representatives, who merely act courteously (hopefully), and are glorified (or perhaps not so glorified) order takers. They may take orders, but are not truly selling, because they make few suggestions, limit the potential larger order, rather than the more desirable up - selling, etc.

If you sell, do you do so proactively, reactively, interactively, or reactively? Remember that regardless of what you do, everything actually involves selling: either selling a product, service or yourself!

What Do You Do, When You Hear, "I Want to Think About It?" : A Winning Strategy

Many of us have been in a scenario similar to this one. You have just given what you feel is a great presentation, and given numerous compelling reasons why someone should avail themselves of a particular service or product, and the person you are speaking to says to you, "I want to think about it."

One of the biggest errors that most presenters do at that point is "let the person off the hook," by responding that you'd like them to think about it, and you'll get back to them, or they should get back to you. In most sales- type situations, your greatest chance to "close the sale or deal" is when you are giving the presentation, because at that moment, you possess more control over the situation than at nearly any other point. How you react to their "I want to think about it" often makes all the difference.

A time-proven and effective technique is to calmly respond, "I can perfectly understand that, but what exactly is it that concerns you that you need to consider?" The next step, however, is the most crucial. Instead of anxiously continuously and trying to immediately respond, force yourself to "zip the lip" (Z.T.L.) The Z.T.L. method states that the next person to speak is in the weaker situation, and the one that keeps his lips zipped, generally ends up victorious.

Often, after a delay, the other person will respond something indistinct like, "I'm just not sure." If that, in fact, is the response, then your response should be a calm, "What may I clarify for you? What questions do you need answered?" Of course, it is then imperative to resume your Z.T.L. strategy.
Human nature, being what it is, makes this a far more difficult thing to do than it sounds like. We are all tempted to over-explain, and interrupt. Many of us fear questions, because we often lack confidence in our ability to explain an issue in detail.

Regardless of what the objection might be, one should always follow some variation of the following five steps:

(1) Repeat the objection to be sure you understand it. Say something like, "In other words, you're concerned about... "

(2) Then it is essential to empathize. Empathy is putting yourself in the other person's "shoes," as compared to sympathy which is feeling sorry. Never sympathize at this stage, but empathy is essential. The easiest way to do that is by stating, "I can perfectly understand the way you feel. I felt like that and most people I know felt the same way, until they realized a few things."

(3) Many people tend to try to skip this next step. You now must have listened effectively to the other person's concerns, so that you can now able to give the most compelling reasons why it should be the other person's priority.

(4) Once you've given your reasons, you must recreate the need, by stating, "In light of the reasons we've just discussed (and list them),"

(5) Finally, you must re-close the deal, by saying, "Doesn't it make sense to...?"

If all else fails, and you have done all the above steps, there is one additional thing to attempt. Calmly ask, "May I make a suggestion?" Again, Z.T.L., and Make a compelling, yet brief restatement of your case.

These are easy techniques to follow, but like all other things, requires practice and confidence, and then, finally, doing it.

Basic Steps for Successful Negotiating

Effective negotiation is dependent on a number of key factors. One of the least discussed, yet most essential, is mutual trust and understanding. Without these, the probability of successful negotiations is significantly minimized. Too often, negotiators enter into a negotiation with an adversarial relationship, and many negotiators make very little attempt to openly and adequately communicate with their counterpart.

Over the past three plus decades, I have successfully negotiated numerous contracts and agreements in a variety of different industries. Without a doubt, negotiations go best when they begin casually, with the negotiators taking some time to get to know their counterpart. Most professional negotiators understand this reality, but sometimes a negotiator "postures" for either political or other reasons. When that happens, it often creates an aura of frustration, and negotiations often break down into personality conflicts.

The most effective negotiations always begin with negotiators communicating openly. While some negotiators like to "play hardball," it is almost never productive. Open communication requires that negotiations follow certain steps. These include:

(1) Both sides fully explain their needs and requirements. If there are budgetary issues, these should be explained upfront, so that there are no misunderstandings.

(2) Both sides need to be honest with each other. Being honest doesn't mean giving in to everything the other side wants, but understanding fully what is be requested, and why.

(3) If this is either a hotel or food and beverage negotiation, the facility must understand what is being asked for. Are there alternatives that will make it less expensive for the facility, thus permitting it to pass along that savings to the prospective client?

(4) In the hotel/ food and beverage scenario, if a hotel believes it cannot deliver what is being requested, at the quality level and price point requested, it should state that upfront.

(5) In Real Estate, how well one's agent negotiates is a major factor, in how well that real estate professional, will serve his client. It begins with being upfront with the client, so expectations are realistic. Homeowners are often tempted to initially list their homes at some, unrealistically high, pie - in - the - sky price. This is either because the homeowner, himself, is unrealistic, or emotionally attached. Or, often, has met with an agent, who proposes or suggests a higher than realistic Listing Price, in an attempt to obtain the listing. Since the reality is, houses generally get their best offers, with a few weeks of the initial listing, wouldn't it make sense to maximize one's chances? Also, when offers arrive, homeowners should way the Opportunity Cost of money, and that every month, a home goes unsold, mans more expenses, including taxes, maintenance, insurance, and utilities. If one wants the best price, in the shortest period, with the least hassle, carefully select a Realtor, who is a quality negotiator, and listen to him!
 
(5) If either side is negotiating with more than one party simultaneously, that should be fully disclosed. The negotiator should also explain why this is being done.

(6) When one side is unreasonable, negotiations usually fail. Often, the worst case scenario is that the two sides agree, and that the deal is so one-sided that the other side is unable to deliver when and what is needed and was promised.

(7) Negotiators should only promise what they can deliver. 

(8) Negotiators should have sufficient authority to make the necessary agreements and frameworks of the deal. Too many levels of negotiation is generally catastrophic to a good end result.

(9) Negotiators should be direct and to the point. 

(10) Specific needs and/or requirements must be disclosed upfront.

(11) Each side should submit their requests for concessions from the other.

(12) The best result of any negotiation is when it is "win-win." 

(13) The best result of any negotiation, in the long term, results in a deal that is fair to both sides.

Most individuals are not good negotiators. Amateur negotiators often destroy doable deals! Parties to negotiations should both use professional negotiators, who understand what needs to be done to "hammer out a deal." Please read my Ezine Articles on various aspects of negotiating.

Are You, "In Sales," or Do You SELL?

In my four decades of training literally thousands of individuals to become better, more proficient and more effective salespersons, I have come to realize that one of the greatest challenges is often that the person himself merely sees himself as being in sales, rather than someone who is selling. Isn't that somewhat strange since each of us sells regardless of what our field of endeavor or occupation may be? We either SELL a product, a service or ourselves. The key differential in how we perceive this is that being in sales acknowledges that something might be sold but tries to separate ourselves from what we perceive as a somewhat perhaps savory endeavor, which far too many people consider selling. However, the reality has little to do with one's negative perception but rather relates to how professionally we perform our duties and whether our attitude is one of being value oriented, or rather is merely self serving.

1. Are you expressed attitude in sync with your actual behavior? Is your focus about service to your customers and clients, or is all about you and what's in your personal self interest? Do your actions and whatever you sell geared to best satisfy what is best helps others?

2. How empathetic, energetic and enriching are both your proposals and intents? Do you truly believe in whatever you are selling, be it either a product or a service, and do you honestly believe what you are telling others is what you really believe? Are you committed to earning the trust of others over and over again, and will you proactively be involved in enhancing some aspect of other people's lives?

3. Do you just hear, or do you effectively listen to what others are telling you, both with words as well as in non verbal manners? It is far easier to feel good about being in a selling frame of mind when you do all you can to fit their needs to whatever you sell.

4. Learn all you can about all relevant aspects. That includes the product or service you provide, as well as what others want and need. It is somewhat a simple and common sense concept, yet nevertheless an essential and true one, that when you better understand what's going on, you become far more capable of finding the hot button that creates that crucial common ground that is often the inevitable deciding factor.

Those who feel good about selling, for whatever reasons, invariably become the most successful doing it. It is nearly always a red flag warning when someone creates a personal mindset of referring to themselves as being in sales rather than selling

Why Budgets are Only Valuable, When They're Used Properly?

Almost every organization uses some sort of budget at some time or another. Unfortunately, many do so only to give the appearance of completely the financial process properly, while really ignoring many of the important reasons to use an effective budget. This applies whether the organization is a corporation, organization, not - for - profit, sole - proprietorship, or in one's own personal life. We all need something to help guide us to make the best financial decisions and choices, and using a budget correctly, can be an amazing option and benefit!

Obviously, no one can accurately predict the future, especially financially, one hundred percent of the time. What a budget should do however, is be a guide to fiscal responsibility. It should be prepared in a worst case scenario, by underestimating the anticipated revenues, while looking at expenses from a standpoint of the worst that might happen. Organizations should never be satisfied going through the motions, and then just fudging the numbers to come up with whatever picture the want to portray. Doing that is merely an exercise in futility, and a waste of time. Organizations should rarely count on substantial fund raising increases to balance a budget, or make up for a deficit.

In the budget process, formulators should look at all expenses, and evaluate the value received from each, and whether or not there might be a better or more cost- effective method of achieving the goals, while reducing costs. A properly formed budget is a balance between the needs, goals, mission and objectives of an organization, and fiscal responsibility. Budgets must be constantly monitored through their active period, to assure compliance with the budgetary guidelines. I have served on, and observed, far too many organizations Board of Trustees or Board of Directors, where budgets are passed, and then the Board just continues passing addendums to the budget throughout the year, that render the budget useless.

Budgets should always be created using "zero-based" budgeting. This concept means that merely because an organization spent monies previously in a certain manner, that this cost is not merely carried over from cycle to cycle. Each expenditure should be examined and considered based on cost/ value basis, and various methodologies and alternatives should be examined. In my three decades of working on organizational budgeting, one of the thought processes that has disturbed me the most, is when I hear someone say that cutting a "small amount in" a particular area "won't make any difference." That reasoning is what I refer to as partially correct reasoning. If a small cut was made in only one area, it might not "make a dent," but if a series of small savings are discovered in numerous areas, the overall result might be substantial.

Budgets must be considered far more than mere exercises. Used correctly, a budget can be one of the most important documents an organization ever creates. The extra time and effort of using zero-based methods, is well worth it!

How Can Someone, Realistically, Plan For Retirement?

Just the other day, I overheard a very involved conversation between a husband and wife, where they were both afraid that they would never be able to afford to retire. The wife was talking about this man who just passed away, at 89, and she said that she marveled at how someone could live that long, and still be able to maintain the apparently nice life style that this gentleman seemed to live. The longer the conversation continued, the more downbeat and depressed this couple appeared, appearing almost to give up on their own future. What can people do to plan to be able to retire and maintain a fairly reasonable life style?

1. Determine how much it costs you to live today, calculating in housing costs (including utilities, etc.), food, health coverage, reasonable amount of entertainment, a vacation or two per year, etc. For each couple, what is included may vary, because for each, the needs and desires may vary. Will you retire in - place, move to  less expensive area (and sell your house), etc?

2. Now use an actuarial table to determine what a fairly average amount of annual inflation will translate that number to, and instead of basing the need on the dollar amount at age 65, calculate the number of years until you turn 75 instead. As a rule of thumb, remember that at three percent (3%) inflation per year, the amount needed will double in approximately 24 years (the "Rule of 72," divide 72 by 3). Therefore, if you feel you need $50,000 per year in today's currency, it would be equivalent to $100,000 in 24 years.

3. Once you determine how much you'll need to live on, now it is time to start figuring out how to get there. Start with your payment from Social Security. Every year, shortly before your birthday, the Social Security Administration sends you an estimate of what your monthly payment would be based on your contributions to date. If you use that number as your estimate, and multiply it by twelve months, it will give you a conservative way to begin. So, let's assume that the number that you are working with from Social Security is $1,500 per month. Twelve times that is $18,000 per year. Therefore, begin by subtracting this $18,000 figure from the inflation adjusted $100,000, and you begin your planning seeking an additional $82,000 per year (or slightly under $7,000 per month). So, how can you save enough money to give you that $82,000 annual income?

4. Do you have a pension? Is it already vested? What is the conservative estimate of what it might be paying you per year? Let's use an estimate of another $1,500 per month or $18,000 for the sake of this example. Subtract that $18,000 and you arrive at an additional need of $64,000.

5. Do you own any property? What is a conservative estimate of its net worth, and calculate only the net worth? Therefore if your home's lowest market value is $700,000 and you presently have a $300,000 mortgage, the net today is $400,000. When will your mortgage be fully paid up? Would you want to remain in this house, or would you want to downsize or move to an area where housing costs are far less expensive. One of the reasons that many retired people move from the Northeast to the Southeast (Florida, South Carolina, etc.) is that the cost of living in those areas is far less? Is that something you would want to do after retirement? If it is, calculate the difference between your net home value and the lower priced home that you would purchase. For example, assume that your mortgage remaining at retirement is then $100,000 instead of $400,000, and that housing goes up by the same cost of living figure used above (2-3%). Therefore a $700,000 home may be worth $900,000 in fifteen years, while the mortgage is reduced from $400,000 to $100,000 during that period. Your net value of your home would then be approximately $800,000. Let's assume you decide that you will move to Florida where housing costs dramatically less and buy a house or condominium that is then priced at $400,000 (for this example, using a greater increase in value for the house purchased than the house sold, for it is better to err on the side of being conservative, and ending up with more revenue than anticipated. That difference of $400,000, invested at approximately four percent (4%) would add $16,000 per year more to your income stream. Therefore, you have reduced your further need to $46,000.

6. How old are you? What age will you be retiring? Determine the number of years. Have you been saving up to this point? If so, how much have you put away in reserve? Let's assume that you've put away only $100,000 to date. That invested at 4% would fetch $4,000 more and your annual need has now been reduced to only an additional $42,000. What is the value of your investment portfolio? How is it invested? Depending on your age, consider changing the investment vehicles to more conservative investments which emphasize maintaining principle and conservative growth. For most people, that would create an additional safety net. Whether you have or haven't use the PYF Method every month, which means Pay Yourself First. Think of yourself as just another bill you must pay each month, and on the same day each month, transfer the same specific amount, into a dedicated savings/ retirement account. You'll be amazed to see how much this type of Periodic Investment Planning/ Dollar Cost Averaging - approach, will add up to, over time. It's never too late to start, but remember the later you start, the more you should pay yourself monthly!

7. Let's assume you are fifty and want to retire at 67, when your Social Security is scheduled to kick in. That leaves you seventeen years. Would you be willing to plan to secure your Golden Years, by paying yourself first, when you pay the rest of your bills? Each week, make believe you are making ten percent less, so based on the $50,000 per year, that means think $45,000 instead of $50,000. Therefore, commit that ten percent to a payment to a safe, conservative investment vehicle, and place $100 per week ($5,000 per year) away in an account that you will not touch. In those seventeen years between age 50 and age 67, this strategy will accumulate substantially, and when needed will generate that additional income.

Obviously the earlier you begin your planning the easier it will be. I have based these assumptions using conservative growth, and slow appreciation, with average inflation over that time. Those that want to feel secure in their retirement years must plan ahead, and make the necessary commitments to get it done. Don't wait until you are about to retire, and then look back and complain. Plan ahead and you will retire with a decent lifestyle.

Why Buying & Selling A House, Is Often Confusing?

Several decades ago, the home buying and selling procedures seemed far less complicated. Nearly everyone bought and sold 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 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.

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. While there has been considerable price stabilization and improvement in most areas of the country, many people still remember the trials and tribulations of the 2005 - 2007 Housing Market.

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.

Professional Selling is About Listening to Needs

Everything we do in life involves selling. Each of us either sells a product, a service, or ourselves. While many individuals outwardly indicate a disdain of some sort either towards selling or salespeople, the reality is that everyone sells. Therefore, since sales is a reality of our existence, doesn't it make sense to understand more about what it is, and how to use professional sales techniques and concepts to our best advantage? While there are many specific techniques that are often taught or trained, superior selling requires a dedication to effective listening, and an understanding that it's rarely about what you want, but rather what your customer, client, patient, friend or family member wants and/ or needs.

1. It always begins with being an effective and quality listener. This means learning to dedicate far more energy and attention to listening than nurturing your own need to be heard. Many of us think we are good listeners solely because we hear what others are saying, and remember what the gist of the message might be. However, hearing and listening are far different entities, because listening is an interactive and proactive activity, while hearing is far more passive. When another person is speaking, the first step is to be able to wade through some of the minutia and fluff, and separate the useful messages, from the rest. It is essential to avoid reacting to what you might believe or anticipate is being said, but rather one must develop both the skills and the discipline or patience to wait to fully understand what the message actually is. Far too often, in our haste to respond, or in an emotional reaction, we immediately answer a question, while often not truly understanding what the real question or concern might be. The key to effective listening is to first listen carefully and patiently, and to ask questions that better clarify the concern, before responding. Far too often, individuals open up a sort of Pandora's Box, because their hasty answer brings up questions and concerns that often were not originally there.

2. The key to using this listening effectively is to realize that others care about their concerns, and not yours. When explaining something to someone else, it is necessary to empathize and understand what is being said from their perspective, and not yours. Patience and seeing another's perspective are often the greatest challenges to quality selling.

Learn as much as you can about sales, regardless of what you do. Using these techniques invariably improve your abilities to get things done in a positive manner.

Investments Using Real Estate

There is almost no one that does not realize that there are investment possibilities using real estate. Some people will tell you that they invest in real estate because they own a home, and they expect it to increase in value over time. While historically real estate has, in fact, increased in value over time, there have been periods where that has not been the case. When it comes to our homes, we should only look at them secondarily as possible "hedges" against inflation, over the long haul, but primarily we should consider where we live to be our residences, and the places of habitation, where we live. For example, people who have purchased homes three to five years ago, have seen the market value of their houses fall. While most of us believe that will be "corrected" over time, it is important to stress that we should not look at our personal residences as short- term investments.

Others have shied away from real estate investing because they felt they could not afford the amount necessary, while others have often improperly bought investments with the intention of "flipping" them in a relatively short period. There are numerous ways, in fact, that one can invest in real estate:

One of the most obvious methods of investment is to purchase a property or properties, and then rent them. Those considering this option must realize that there are risks involved, as well as positive possibilities. The positive possibilities include certain scenarios. One such scenario is buying a house or condominium at a very reasonable price, and being able to rent it out. In some situations, it is possible to generate a positive cash flow, meaning collecting more rent than the amount expended. One should remember however that there is also something known as the opportunity cost of money, which compares what might have been made if the money used, for example, for a down payment, were able to be invested elsewhere for a greater return. Another consideration should be the very real possibility that a tenant may either be slow in paying rent, or "skip out" completely, that the property go vacant for any period of time thus not bringing any money in while the owner still must pay the carrying charges, etc. In addition, one should figure in the wear and tear, insurance, utility costs, etc. Of course, the owner also gets certain tax advantages including such things as depreciation, cost deductions, and possible profits, as well as the possibility of the property appreciating in value over time. So, as you can see, like in most things, there are pros and cons in that scenario. People using the above scenario should also make the decision whether they will be actively or passively owning this property. I advice speaking to a knowledgeable tax professional so that you fully understand the requirements of each, and the corresponding tax consequences.

Another way to invest in real estate is through a Real Estate Investment Trust (REIT) or as a partner in a Real Estate Limited Partnership. In both these cases, professionals manage the properties, and you are an investor. In most situations, your liability is limited to your initial investment. I recommend doing thorough due diligence on the general partner and/ or manager, as well as discussing all tax ramifications with a knowledgeable tax professional. Potential investors should always be vigilant and remember that there is no such thing as a "sure thing."

One can also invest in Mixed - use buildings, Office Buildings, etc. Discuss in detail the pros and cons of each, with a trusted real estate, and financial professional.

Many people have done very well investing in real estate, while others have suffered financial losses. Real estate, like many other things, can often be a value portion of an overall investment strategy, when used in the right set of circumstances for the right person. Real estate is often not nearly as liquid as other forms of investment, so that should also be kept in mind.

Why Homeowners Should Realistically Price Their Homes, From The Start?

People come up to me all the time and ask, "How's the real estate market doing?" Although I would really enjoy giving a simple answer to this question, the real answer is far more complex. In certain parts of the country, the housing market has been stronger than in many other areas. Some housing markets have fully recovered, and even, exceeded the prices before the housing crisis, earlier this decade, while others have been recovering at a slower rate. However, many homeowners who list their homes have listed them at unrealistically high prices, and then been inflexible in terms of reducing their price. I have observed homeowners list their houses at prices higher than homes sold for at the peak of the market, and then becoming disappointed when their homes don't sell. Some homeowners explain their asking price by explaining how much money they have put into their homes, or how beautiful and exceptional their house is. Often, these same homeowners have owned their houses for many years, and they seem to conveniently forget how little they originally paid for their houses. Yet, the reality is that the price one receives for one's house is not related directly to how much one may have paid, or how much one may have put into the property. In the end, houses generally sell based on what buyers are willing to spend for the house, and that is generally related to the real estate market at that time.

These homeowners are generally hurting their own chances of selling their homes by listing their homes at unrealistically high prices. Houses that are "priced right to sell" from the start have a far better chance of selling than those priced too high. Today's buyers study the internet, and many realize what comparable houses are realistically selling for. A basic reality of real estate is that in most cases, the best offer a homeowner will receive for his house is received in the first few weeks after it goes on the market. New listings are "hot" to potential buyers, while houses that remain unsold often elicit questions from buyers as to what was wrong with the property - why it hasn't sold?

Many owners interested in selling their homes interview several real estate agents and brokers, and ask for recommendations as to pricing, as well as many other questions. Many owners want to believe the agent that tells them their house is worth the highest amount, as if saying it will automatically bring forth a higher price. Instead, owners should demand a professionally prepared Comparative Market Analysis, including pricing and a marketing plan from their realtor. In most cases, a homeowner will do best going with an agent that acts professionally, markets professionally, and justifies both the pricing, and how the marketing plan will work.

In addition, even if a "stranger from another planet" decided to pay an unrealistically high price for a house, most buyers need to get a mortgage to finalize the funding for the purchase. Lending institutions, for a number of reasons including some unwise lending decisions during the height of the real estate "bubble," are doing far more complete and conservative comparative market analysis of their own, and if this comparison (known as "Comps") do not justify the price being offered, the lending institution will deny that amount of funding because it does not "comp out."

Since for most individuals, their home is their most valuable asset, doesn't it make sense to objectively ask the same questions as an owner that potential buyers will ask? The main question should be, "How does this house compare with comparable homes in comparable areas in comparable condition? Owners should also ask, "If I were buying a home, would I pay that much for this house?"

Understanding Mortgages

When someone purchases a home, one of the most confusing and frightening aspects of the experience is getting a mortgage. There are so many different types, and so much confusing terminology.

There are 2 types of mortgages that most home buyers acquire: fixed rate; and variable rate. Historically, variable rate mortgages begin with a lower rate, and that rate is adjusted periodically, pegged to some economic index, such as Treasury bonds, etc., while fixed rate mortgages maintain the same rate throughout the term of the mortgage. However, in periods of very low interest rates, such as have existed for the least few years, there is very little rate difference between fixed and variable mortgages.

You may have read about the rate of a mortgage with points, or without. A point is an amount that one pays to lower the interest rate paid, during the rest of the term of the mortgage. It is a "trade off" of paying more upfront to pay less on a monthly basis. One point equals 1% of the amount of the mortgage, so paying 1 point on a $300,000 mortgage would mean paying $3,000 up front to receive a lower monthly rate. In order to see if paying the "points" is beneficial, one must calculate the amount of savings per month, how much it would save over the term of the mortgage, and the opportunity value of the dollar amounts of the points. It is also important to understand that it might be necessary to pay "points" in order to bring the monthly carrying charge down, in order to qualify for the percentage qualifications that lending institutions use as a factor in determining qualification for the mortgage.

Mortgages also come in a variety of lengths. Most common fixed rate mortgages are: 15 year; 20 year; 25 year; 30 year; and 40 year. The shorter the term, usually the lower the rate paid, but since there is also a shorter repayment period, the monthly carrying charge may be significantly higher. Obviously, the shorter the term, the lower the total amount of payments. Not all individuals will be eligible for some of the shorter terms, because the higher monthly carrying charge would require a higher income for approval. If someone wants to pay off a mortgage in a shorter period of time, most mortgages today have no pre - payment penalty (Years ago, many more did). Adding a small amount to one's monthly payment voluntarily will reduce the term (number of years needed to repay) of the mortgage significantly. Following this approach, also has the advantage that the "required" monthly payment is lower than in the shorter term mortgages.

If one wishes to qualify for a mortgage, it is very important to make sure that one has a fairly pristine credit report, and a relatively high credit scores. In today's economic climate, most lending institutions will normally exclude anyone whose credit score (e.g. FICO) is not around 700, or higher. Before applying for a mortgage, one should request a free copy of their credit report, and if there are any inaccuracies, fix them. If there are any potential problems, it is essential to "fix" your credit before going for a mortgage. Lending institutions today are far more careful and cautious than they have been in the past.

Why You Should Use A Solutions - Oriented, Management Approach?

While there are numerous types of management styles, and some work better for certain individuals, the most effective technique is a solutions-oriented approach. A solution is the process of solving or resolving a problem or challenge, or overcoming an obstacle. All too often, managers or leaders either avoid an issue, or use a crisis management rather than solution-based management. Crisis management simply waits for something to occur, and then often frantically and often haphazardly address this one issue after the fact, and attempt to resolve or ease the issue at hand. Crisis managers do not look at the "big picture," searching for the very important "why's" of an issue. They look at the small picture - the single occurrence - and do not address how to make sure that this and other issues do not occur again. Crisis managers are not proactive but reactive in nature.

It is important to realize this approach is essential in business, organizations, and in effectively performing in fields such as being a Real Estate Professional, because when one seeks solutions, rather harping on perceived problems, he is automatically more effective, prepared, etc. For example, there are nearly always some obstacles that arise during the real estate process, but when one immediately proceeds towards successfully addressing them, rather than getting bogged down in negativity, what - if's, and minutia, challenges are overcome!

Solution-oriented managers always attempt to consider all ramifications of either taking or not taking a particular piece of action. Some of the questions a solution- oriented manager might ask include:
(1) What are the financial considerations of taking action?
(2) What are the financial considerations of not taking action?
(3) What are the potential ramifications- - short-term, intermediate-term and long-term of taking this course of action?
(4) What are the potential ramifications of not taking action?
(5) What are the goals of taking this action?
(6) What obstacle or challenge needs to be resolved?
(7) What are the pros and cons of proceeding this way?
(8) Does this course of action realistically address this issue?
(9) Is this course of action the best way of approaching this issue?
(10) What else might be considered, and why?
(11) How does this course of action relate to the "mission" of the organization?
(12) What would be the "action plan?" 
(13) What would be the time line?
(14) Is this issue a time- sensitive one?
(15) How high a priority is this action?
(16) If this is done, does it mean that another situation or challenge will now be de - emphasized? (17) What is the first step?
(18) Does this meet my concept of the ideal?
(19) Is this a realistic approach?
(20) What is the probable success rate?
(21) What is the next step if this approach is ineffective, or does not achieve the goals set?

No management style works every time. However, when someone takes actions based on an intelligent and thorough analysis of a situation, and is a proactive leader instead of a reactive one, there is generally a far better chance at success! That is probably why there are far more reactive leaders than proactive ones!

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.

Why Selling Is BOTH An Art, & A Science?

When I first started in the investment and financial services field, more than three decades ago, the most productive representative in the company had a poster displayed prominently on the wall to his office that read, "Selling is like shaving. If you don't do it everyday, you're a bum!" The essence of that poster has remained "engraved" in my mind ever since, and that is, that yesterday's conquests are simply old news, and one must successfully do the same thing repeatedly in order to truly be a professional and an expert.

As I have trained many others in a variety of fields, including selling and marketing, training, management, leadership, negotiations, and many other areas since then, I have always incorporated the themes of everything in life being some sort of sales, and that effective selling is both an art and a science.

Why do I call selling both an art and a science? A science is something rather precise, and proper sales technique is extremely regimented. The best salespeople use the same proven technique each and every time they give a presentation. Of course, after a while, it seems like it is second nature to them, but it is still a very exact, precise, thought-out and proven methodology.

On the other hand, two individuals can follow the same basic "scientific" technique, and achieve vastly different results. That is why I am stating that selling is also an art. The most effective salespeople relate well to others, and understand human nature. Many of the top salesmen of all time have stated that selling is only a small percentage technical, while being predominantly understanding human nature.

The most effective salespeople are friendly, without being phony, and professional without being starchy and stuffy. Effective selling requires a sales person to do his homework to understand the needs of the individual he is selling to, and tailoring his presentation to address the other party's "hot button." The "hot button" is that set of circumstances, wording, and motivation that gets the other individual's attention, and motivates them to action.

Few people are actually born salespeople. While some people are more extroverted than others, and some feel more comfortable in a sales situation, these behaviors can be trained and made part of anyone desiring to become a more effective salesperson.

Motivated individuals learn the techniques, practice them, and make them part of their own persona. I have trained individuals who began as the shyest, least articulate and outgoing individuals, and developed them into professional, talented and successful sales professionals.

Once someone learns all the techniques, and then combines those "sciences" with the "art" of understanding human nature, he can and will be an elite sales professional. That is, as long as he does it every day!

Customers vs Clients: An Essential, Important Difference

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 differences 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, and consider them fully, carefully and wisely!

Effective Negotiating Takes Skills, Knowledge, Experience & Expertise

After four decades of professional negotiations, having negotiated everything from labor contracts to hotel contracts, from the terms of employment, to the basis of the sale of one's home (or business), I truly believe that one of the most widely overlooked aspects in negotiating is the necessity for a negotiator to be fair, honest and honorable, and to fully understand not only his own needs but the needs of the opponent. It is important to understand that at the very least, there are always at least two sides to any negotiation, and while one side may at certain points have the "upper hand" over the other, one must always beware that the "tables may turn," and negotiators generally have long memories.

Some individuals who believe they know how to negotiate try to win every aspect of a negotiation, and fail to realize that the only negotiations with long term positive results are those that are "win- win" in nature. While one side may feel they have won a victory, and taken advantage of the other, unless both sides walk away from a negotiation feeling they, at the very least, did alright, somewhere down the line, the negotiating strategy will backfire. A professional negotiator goes into a negotiation fully prepared, having comprehensively and completely done his homework about the other side. An effective negotiator knows that there is generally a delicate balance and a fine line between getting a good deal, and pushing too hard, so that the other side, even if you get the concession, resents you for asking. In the long run, negotiators with reputations for being tough but fair are respected and get the best for their clients, while those who "play games" often lose out over time.
For example, in negotiating with a hotel, a negotiator must understand various aspects from the vendor's standpoint, such as labor costs, union requirements, service charges and fees, taxes, mark-ups, margins, etc. An effective negotiator understands that the most profitable aspect of a hotel is the "bar," followed by the banquet Food and Beverage department. Labor considerations may often afford a hotel very little margin for granting concessions. If there are fees for certain services, a negotiator must understand if these items are being handled internally by the hotel, or if they are sub- contracted out to vendors and/ or suppliers. If, for example, a negotiator wants a concession regarding the parking fee, it is essential to understand if the hotel controls that internally, or are they paying someone else, or is it some sort of cost/ revenue share situation. Similarly, a negotiator must understand if Food and Beverage, and Bar, is handle by one department, or multiple departments, and thus how this may be impacted.

One of the considerations for a real estate professional, is pricing philosophy. The homeowner must beware that while he, of course, wants to achieve the best possible price for his home, pricing that home right, from start, often goes a long way! Don't overprice or under - price, and explain fully to your homeowner - client, how overpricing may potentially hurt them, in the long run! When there is a negotiation, many buyers are tempted to offer an unrealistically low starting price, but fail to realize doing so, might sour the homeowner, and thus, hurt in the long run!
 
As a professional negotiator, I am never pleased when I am instructed to co-negotiate for my client with someone else, without negotiating expertise. Invariably, it negatively impacts the negotiations, adversely. Negotiating should be left to the professionals!

The Facts May Not Be The Whole Truth!

Many people falsely assume that when one gathers the facts, he always finds the truth. While many times that may turn out to be the case, there are many other times when facts don't lead someone automatically to the truth. Pete Townsend wrote, "The facts don't always reveal the truth, but the truth always reveals the facts." Although, at first, this may seem somewhat inconsistent, in far too many instances it is the case. Beware of polls, and how others interpret data. Just as one might observe vastly different interpretations of the same facts, depending on what specific media read or watched, etc, how facts are gathered, considered, and one's objectivity, often skew the supposed, facts!

1. Not all situations are automatically "black and white" matters. In many real life instances, there are often cases where there is far more "gray." Statistics, for example, are often manipulated to offer a certain desired set of facts, but those facts are often not the entire story. How a survey item for a poll, for example, often determines the results that might be gathered. For example, in today's world, most of us have been, at least somewhat, adversely impacted. Therefore, if the question asked, "Are you satisfied with the economy?," nearly everyone would answer no, and the number would show a large dissatisfied situation. However, if questions such as, "Do you agree with the President's approach towards the economy?," the numbers might show different results. But, if the question was, "Do you agree with the President's approach, the opposition party's approach, or neither?," we most probably would get an entirely different set of responses. It then, of course, depends on who is being asked, and how the data is being collected. Another example might be that it might be a fact that membership, for example, diminished during someone's tenure in office, but does that make the truth that it had to do with that person's leadership? Or was the situation inherited? As you can see, there are a number of variables involved. In the real estate business, for example, there is often quite a considerable difference between the listing and selling price. This is based on perception, the market, competition, and reality! See - one must be wary of the facts!

2. On the other hand, when something is the truth, all the facts must align with that truth. Truth is based on legitimate facts, and the legitimate and honorable handling of those facts, as well as the ability to accurately interpret things. So many leaders fail to achieve their objectives because they simply see a set of facts, and those facts end up forming what they perceive as truth. Truth is composed of various and numerous facts, and without the training to interpret them, or the commitment to research the details, or the integrity to utilize those facts in a non- biased, non- prejudicial manner, many individuals in leadership mishandle facts to "prove" their version" of the truth. Honest and real truth cannot and does not have versions - it is simply the truth!

How many times have we heard people use a certain set of facts to justify or prove their point of view?  Just because a particular set of facts might be interpreted in a certain manner, that does not make that the truth.

Effective Communication Is Key to Real Customer Service

Businesses and organizations spend incredible amounts of time, energy and dollars to attract potential customers and supporters, yet often neglect training their front line people sufficiently to have the skills and the abilities to deal effectively with people in often very trying circumstances. In business, we refer to these individuals generally as Customer Service Representatives, while in organizations they are generally paid staff and volunteer leadership. In over thirty years of training people in professional interpersonal business relations, I have come to realize that the best way to effectively deal with upset people is to listen to them, and let them know that someone is listening and someone cares.

Then, if the representative knows the answer, he should calmly and thoroughly explain it so that the other person understands as well. If, on the other hand, the representative is uncertain of the information, the best thing to do is to calmly state that he is uncertain, but will get the information, and get back to the person within a specified period of time. It is then urgent that the customer representative indeed get back to the concerned party, and provide them with the information. It is always better to be open and honest, even if the answer is not what the other person may want to hear, than to fabricate an answer or avoid an answer. In addition, cliches and empty rhetoric must be avoided at all costs!

The basics of customer service apply to individuals who are self employed, or in service - oriented industries or businesses, such as Real Estate professionals. A real estate agent must learn empathy, and fully understand, and appreciate, the stress, tension, and concern, homeowners are often going through. Many have important memories, while others are heavily dependent on the financial ramifications of selling their house. Patience, understanding, responding quickly, and answering fully and honestly, are essential and key skills! One must adopt the mindset that There is no such thing as a stupid question, because, while it may seem obvious to you, it obviously remains, as a concern to the individual asking the question. When answering these type of questions, it might be helpful to conclude saying something like, I hope I've addressed that to your satisfaction, and then waiting for an acknowledgment and positive response.
 
Below I am going to provide a couple of examples that indicate what all too often is done, as well as try to explain what should have been done instead.

1. Several years ago, I was on a Yugoslavian Air (JAT) flight that was scheduled to fly from Athens to New York, with a short stopover in Zagreb. When the plane landed in Zagreb, we were told to deplane while the plane was to be serviced, and we would be informed when to re-board. About an hour later, we were informed that the plane needed a part, and that they were waiting for it to arrive shortly. In this extremely hot crowded terminal, no additional information was provided for hours. We continued to be told, "Soon." Finally, after about three hours (remember our original stopover was supposed to be less than an hour), I went up to a Customer Service counter, and the representative starting giving me the same rhetoric. I interrupted and said we both know that's not true, and finally said, "No more rhetoric and party lines. What's the story?"

Only then did the representative admit that the part and the mechanic both had to be flown in and their flight was not scheduled for hours, and that she did not know how long the repair would take. At that point, I suggested that passengers deserved some sort of consideration, if only a meal voucher, and that they deserved to know the truth. Miraculously, within about fifteen minutes, they came around and distributed meal vouchers (although you don't really want to eat the food at Zagreb airport), and made an announcement explaining the facts, and that they would make hourly announcements. A great start, but then when an hour passed without any further announcement, I reminded the nice customer service people that they needed to make the announcement. The lesson to be learned is that proper and competent customer service would have been to communicate openly and fully from the start, not make any promises that they could not keep, and always keep the promises made.

2. A few years ago, a power outage in my area (now up to 126 1/2 hours) was not only annoying, but was handled so poorly, it was, a customer service fiasco. There was very limited communication of any sort, and most of what was communicated was either contradictory or inaccurate. After all that time, we were still not given a straight answer by the Long Island Power Authority, as to what to expect and when! Is that effective customer service?

Most people get somewhat upset when something goes wrong, but almost all handle it far better when they are provided accurate and caring customer service, than when the service is spotty at best. This is an essential lesson for all businesses, and all organizations to learn from! Never over - promise, but seek to resolve any concerns patiently, professionally, and in a compassionate, caring way! ISN'T THAT THE HEART OF REAL, CUSTOMER SERVICE?

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.

3. Regardless of the industry or endeavor - pay more attention to quality, preparation, planning, and expertise, than what someone claims about themselves! For example, homeowners should interview their prospective Real Estate professional prior to hiring him - and this should be an opportunity to see how well someone answers your questions, needs, concerns and priorities; understand them; and how he will serve you! How do you know how well he negotiates, unless you ask him, for example, to defend his commission? You owe it to yourself to know where ego ends, and excellence/ quality begins!

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.

Achieve, By Working Effectively, With Others!

No matter how talented, intelligent, motivated, or courageous one may be, successful individuals always realize that no one can achieve to his maximum potential unless he is both able and willing to cooperate fully with, and work with others, in a manner where joy is shared. We often hear about it either taking a village, or teamwork not having any "I" in it, but moving forward in a manner that motivates and inspires people, few achievements will ever come to fruition. In the words of Anon, "We are like angels with just one wing. We can only fly by embracing others." Great successes come from true empathy and caring for others, where one dedicates his activities to providing meaning and value to others in every action we pursue.

1. One of the major reasons that leadership experts emphasize the need to delegate is because doing so involves others, and lets them know that the leader both cares and is concerned. Perhaps the greatest leadership strategy, although it is rarely utilized, is disarming one's foes and distractions, by including them more, giving them more involvement and responsibility, and effectively listening to their perspective and concerns. When we take the time to sit back and patiently listen, in an effective, proactive and meaningful manner, we maximize our potential to achieve more. We generally have the choice to either waste our energies and polarize without listening to others, or making a true and concerted effort to really work with others in a proactive, inclusive, non - polarizing manner.

2. Each of us have certain strengths, as well as specific areas of weakness or lesser skills. Our only limitations, if we are willing to pursue all alternatives, is the amount of time in a day, so we multiply our efforts and potential when we inspire others to work with us, and make our efforts stronger and more meaningful. Far too often, individuals automatically resist any points of view that conflict with preconceived notions and attitudes, which invariably is limiting the scope and potential of our achievements. Rather than adopt an attitude that we have not only the best answers but all the answers, we achieve more when we open ourselves up to more possibilities, and thus opportunities. When we cooperate with others, we create a spirit of cooperation in others. The converse is also the case.

Whether you work for someone else, or if you sell a product or a service, or how well you've done, up to this point, when you become better at working with others, seeking common ground, and/ or a meeting of the minds, you'll improve and be more effective! For example, a Real Estate professional must work effectively, not only with his customer and/ or client, but with other agents, brokers, homeowners, etc, so the opportunity to create the meeting of the minds, becomes a far - reaching priority! Selling must be perceived as a cooperative, rather than an adversarial adventure!
 
Let's begin to commit to taking more time trying to work with others than finding reasons why we should not. When we seek out others, we create a far more positive, motivating and helpful attitude and set of behaviors.

Price Is Often Important, But Rarely the Only Issue!

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. 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.

This concept applies, not merely to events, conferences, etc, or the price of a product sold! It also applies to service - oriented industries, and individuals, such as Real Estate Professionals! Someone listing their home, in order to sell it, should be wary of an individual who either over - promises in terms of their proposed listing price, or tries to influence the homeowner by cutting their commission, etc! If an agent can't negotiate well enough to maintain his own payment, how is he going to get the best price for your home? Isn't getting the best price, in the shortest possible time, with a minimal amount of hassles, a better goal?

Yes, price is important. But rarely, in the long - term, nearly as relevant and essential, as quality, consistent, reliable service, etc!