Enriched Communications Newsroom:
Stage 1
"It's all in a Day's Work"
by Jeff Hughes
Seize the day! Now there's a concept that takes on a whole new meaning if you manage your own business. You know what I'm talking about. If you're an entrepreneur or a small business owner, time is money. You've got to make the most of your time if you want to make money . . . right? Those of you who get and stay ahead of your competition use your time wisely. You're spending a good deal of your time and energy on maintaining good relationships with your customers because, at the end of the day, your customers are the ones who keep you in business. But even more than that, they're also responsible for growing your business as we're about to see in the following two case studies.
I bet some of you remember the TV commercial from the early 1980's that showed a man waking up at 3:30 in the morning everyday to make the doughnuts. For those of you who don't remember, let me refresh your memory. Here's "Fred the Baker" in action . . .
http://www.youtube.com/watch_popup?v=gwfrBbNo5Jg&vq=small
Now Fred was the kind of guy who dreaded getting out of bed before the sun rose. Yet Fred knew that if he as the owner of a doughnut shop wanted to keep his customers happy, he needed to find and keep an edge in business. Waking up at 3.30AM to start the day was his way of constantly maintaining that edge. Fred understood what it took to keep his customers coming back for more. His passion for filling an unsatisfied need of a large customer base became the secret to his success. But, an overnight success, he was not. In the early, rough-going start-up years of the business, Fred spent many a day working "behind the scenes" and "in front of the camera". If he was going to succeed in beating back his competition, he needed to be both a director and an actor. So, during the first half of his day, Fred rolled up his sleeves and showed his team how to make a variety of donuts on a daily basis - ones that satisfied the tastes of his target market. And for the remainder of the day, Fred would be on the front lines, meeting and greeting those customers who couldn't wait to sink their teeth into his tasty treats.
You see, Fred was the consummate salesman. He knew that if he made doughnuts that were fresh, unique and tasted great, his target market would turn into repeat customers. And to incent his customers to come back for more, Fred would personally take their order and serve them with a smile. What a winning combination! . . . One that combines fact based sales and research with relationship based selling is a marriage made in heaven. Fred did his homework and learned that his competition was not serving freshly made doughnuts everyday. In fact, his research uncovered a revenue opportunity that was not being fulfilled by the competition. As a result, Fred decided to strike while the iron was hot, knowing that his discovery could lead to a windfall. And it did! Thanks to Fred and people like him, millions of Americans today get to enjoy a fresh doughnut with a really good cup of coffee.
As you can see, succeeding in business today takes passion, perseverance, good research and planning, excellence in execution and outstanding customer service. And by no means is the path to success a smooth one. In fact, it's often a bumpy ride. Stress, poor morale and low self esteem are all obstacles on the road to riches. Whether you're an owner of a mom and pop or flying solo as an entrepreneur, you all know what it feels like to be in a pressure cooker. Fred's day was consumed by a relentless, driving need to please his customers. Whether it was "time to make the doughnuts" or serve them up, he always had to be "on".
If you're in a customer service business (and who isn't?), you've experienced the long hours, frustration and the rewards of working with clients. From the time you "clock in" until the time you call it a day, you'll face a number of different challenges. How you handle them is up to you. Take for example Ben, the owner of a small business that specializes in heating and air conditioning system installations. Ben is the kind of guy who likes to take the bull by the horns, cutting through the red tape to get things done. He's a mover and a shaker and has a keen sense for acquiring new business. Yet, his passion for operating at full speed is often slowed by small fires that he has to put out during the day. Service related issues and equipment breakdowns are just two examples of problems he has to resolve. Fortunately for his customers, he tackles these issues head-on. His ability to identify the root cause of and solution for a problem is second to none, and his take charge, pleasant demeanor helps to keep productivity riding high. He also depends on Joe, his right hand man (a.k.a. - Mr. Fix It), to help extinguish some of these fires. Both Ben and Joe know that good customer service earns repeat business and positive word of mouth, so they go above and beyond the call of duty to keep their current customers happy.
Ben also knows all about the value of attending seminars, networking and making connections in his line of work. After all, knowledge is power. His hunger for learning about the newest innovations in heating and air conditioning systems helps him stay ahead of his competition's product and service offerings. He frequently goes to conferences in his area where he has an opportunity to mix and mingle and talk shop with peers and experts in his field.
Ben also takes time out of his day to attend meetings with the local economic growth and development council, where he can bring a small-business perspective to a group that's dominated by big business representatives. Ben clearly states his case to the council-"If major city government contracts in my line of work are up for grabs, I want to know about them! I want to be in the running!" You have to admire Ben's ambitious attitude. He's a go-getter and a gentleman to boot! Nice guys really can finish first.
As you can see, good customer service is the lifeblood of any business. Those businesses that flourish know that the customer is king. Your objective is to cultivate an intimate relationship with your customers; one that is grounded in concern and care. Towards that end, try putting your customers' needs ahead of your own. If you do, your business will thrive and you'll be the one sitting on the throne someday! And to make sure you don't forget about what I shared with you today, here's a short clip on how not to treat the customer ...
http://www.youtube.com/watch_popup?v=HWTMa76BzH0&vq=medium
"Stop Stress Before it Stops You!"
by Jeff Hughes
February 22, 2011
Stress. Such a small word that consumes such a big part of our lives. We all feel the effects of stress and it affects us in so many different ways. A few of us are actually motivated by its presence, but for most of us, it's draining. It saps our energy, it distracts our thoughts, it clouds our judgment and eventually, it brings us to a grinding halt. Many of us try to manage its debilitating effects on our own and most of us find it difficult to do. So what should we do? Let me first start out by stating what some of the stress warning signs are (If this sounds like you, keep reading). You're irritable, quick to anger, often sad and argumentative. You don't sleep well at night yet you're tired all the time. You have some aches and pains and you can't concentrate no matter how hard you try. Starting to sound a little like you? In fact, millions of Americans seek medical attention for these symptoms everyday. Having the "blues" once in a while is normal. But when stress starts to interfere with your work and personal life, well, that's a completely different story. Training your brain to stop stress in its tracks takes time, patience and some practice. Not allowing stress to get the best of you will free your mind from things like worry and fear. And since habitual worry is often the root cause of stress, worry as a habit can be broken.
Ask yourself, what keeps you up at night? What are you worried about? Perhaps it's that looming presentation you have to make at work every Monday morning. Perhaps it's that make or break meeting with the contract holder of a major account you manage. Perhaps you're overworked and can't keep up with the demands of your job. Or perhaps you're even wondering how secure your job is.
Experiencing the freedom that comes from learning how to take one day at a time is liberating and empowering. Living in and truly relishing the moment naturally releases the pent up stress that's been blocking your peace of mind all this time. In other words, your peace of mind largely depends on your ability to find joy in mostly everything you do. And that my friends is a pursuit and an investment of your time that's definitely worth making. Just remember to keep looking on the bright side!
"Winning Friends and Influencing People"
by Jeff Hughes
February 25, 2011
How cool are you when you're "under fire?" Do you fly off the handle when confronted by a hot-head or heated situation or do you remain calm and collected?
Let's face it. We've all found ourselves in a situation that quickly escalated into a fiery conversation because we let our emotions get the best of us. Instead of stepping back and thinking through a burning issue before reacting to it, we jumped right into the fire without giving it a second thought. And how did we feel after the fire burned out? Pretty lousy. We asked ourselves, "Why did I lose my temper?" "My heart is racing, I'm sweating and I can't stop shaking." "My nerves are shot and my head is about ready to explode."
By contrast, leaders remain cool when they're under fire. Sure, it takes practice to "keep your head" when you're being attacked from all sides. But remaining cool is a sign of strength, not weakness. Remaining cool builds respect, not contempt. Remaining cool invites praise, not criticism. Remaining cool when you're under fire is truly the mark of a good leader.
For just a minute, I want you to think of those people in your office who are good leaders. What sets them apart? What prompts other people to stand up and take notice of them? Why are they at the "top of the heap" and what do they have in common? There are probably many reasons why they've "made it." Here are just a few of the more common traits they share... They're good listeners; they think before they speak. They're level-headed; they think through a problem before they react to it. They're pensive, not impulsive. And yes, they may even "count to 10" before they open their mouth.
Winning friends and influencing people in the workplace ultimately boils down to how you choose to communicate with your colleagues and your clients. Your attitude, your behavior, self-control and interpersonal skills all play a major role in shaping your reputation. What you say is just as important as how you say it. Your success on the job (or lack thereof) is not only in your hands, it's a function of what comes out of your mouth!
"Learn to Listen"
by Jeff Hughes
March 2, 2011
Why do so many of us like to do all the talking? Do we dread uncomfortable silence? Do we like hearing the sound of our own voice? Is there a compelling need to tell others all about ourselves? If you're doing all the talking, guess what you're not doing? You got it! You're not listening! Learning to listen is an art that many of us have yet to master. Undoubtedly, you've all said to yourselves at one time or another, "If only I had listened. I spoke too soon and put my foot in my mouth." In fact, if you spoke less and listened more, you probably would have learned a great deal more.
Listening affords you the opportunity to focus on the business needs of your client. As a result, you naturally appear genuinely interested in what your client has to say. You're maintaining good eye contact, you're sitting up straight and you're taking notes - - all signs that say to your client, "I'm here to help you." Sure, at some point you'll want to come back to the table to engage the client in conversation that outlines how you're going to meet the client's needs. But that can only be accomplished by leveraging the information that the client offers you first. So do yourself a favor and take the client up on his offer! Learn from what the client has to say so that you can leverage it when it comes time for you to lead the conversation with a plan of action that's grounded in the client's needs.
And don't be fooled; your client pays your company big bucks to hire talent that understands the value of collaboration. By definition, collaboration is "the ability to work with another or others on a joint project." In other words, your ability to effectively listen to, communicate with, and lead your client down a path that's lined with solutions is your job. If you do your job well, you'll help drive revenue for both your client and your company. In turn, your client and your company will open up their wallet and reward you time and again!
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Testimonials:
ENRICHED COMMUNICATIONS AND MINDBODY EXCELLENCE HAVE HAD A CLIENT / SUPPLIER BUSINESS RELATIONSHIP FOR ONLY A SHORT TIME. BUT IN THAT SHORT TIME, I CAN SAY THAT OUR RELATIONSHIP IS ONE THAT'S BETTER CHARACTERIZED AS A PARTNERSHIP BASED IN TRUST AND RESPECT FOR EACH OTHER'S TALENTS.
RICH GOLDBERG, PRESIDENT OF ENRICHED COMMUNICATIONS, USES AN UNCONVENTIONAL APPROACH TO HELPING BUSINESSES DRASTICALLY INCREASE SALES THROUGH CLIENT COMMUNICATION THAT'S GROUNDED IN CONSULTATIVE COLLABORATION (AS OPPOSED TO THE MENTALITY OF "WHAT'S IN IT FOR ME".) HIS "COOL, LEVEL-HEADED" RATIONALE APPROACH TO BUSINESS IS AN ASSET THAT WOULD BENEFIT THOSE COMPANIES LOOKING TO INCREASE PRODUCTIVITY WITHOUT THE COSTLY CONSEQUENCES ASSOCIATED WITH INTERNAL AND EXTERNAL STRESS AND ANXIETY. FEEL FREE TO CALL ME DIRECTLY TO LEARN MORE ABOUT MY WORKING RELATIONSHIP WITH ENRICHED COMMUNICATIONS.
JEFF HUGHES
CHIEF MARKETING OFFICER
MINDBODY EXCELLENCE, INC.
MOBILE: 862-684-5020