Posts in "Communication"

Communication Sales

Call to Action

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“Ask yourself, ”If I had only sixty seconds on the stage, what would I absolutely have to say to get my message across.” Jeff Dewar 

A couple of years ago I struggled with my customer presentations. The content was great, I spent a lot of time on the theme and design, yet, I was unable to close the sale. If you have been in this spot, you know how frustrating it can be, specially when it happens repeatedly. I took a presentation to my mentors for feedback, to see if they could spot where I was going wrong. I did a demo presentation, I remember the response, it was “so what?”. Wow. The feedback I got was, I was not being aggressive enough in asking for the sale with my presentation. The end of the presentation was not packing in sufficient build up, to convince the prospect to make a decision about whether or not they would like to sign up for the service. I was going straight to the Q & A section after I spoke about pricing, and I lost customers during that transition.

After that day, I make sure that before I make a presentation, I visualize the desired outcome. This could be many things, ranging from closing a deal, securing funding, or convincing the team to go with a particular marketing strategy. The key is that there must be a call to action, otherwise it is a waste of time for you and the audience. Once I started incorporating this into my presentations, the results were truly astonishing. I started closing more sales and the audience was more involved and pro-active. Initially I thought the audience may find this direct approach too frank or abrasive, however the results were quite the contrary. The audience actually appreciated the upfront attitude, understood the main objective and more importantly, the chances of getting a definitive reply increased sharply.

There are a couple of things to keep in mind when devising your call to action:

1. Subtle Buildup: The last thing your customer wants to see is a slide out of nowhere, asking them to purchase the product/service. Make sure your story is consistent, it should outline the product/service, show its benefits, how it would aid a specific customer and any other data to support your pitch for why they should purchase from you.

2. Specific: There should be no vague statements relating to what you want to achieve at the end of the presentation. Be absolutely clear about what you would like them to do. If necessary, provide them with all necessary details if they have questions relating to the transaction.

3. Closing Tools: If the presentation is geared towards closing the deal with the customer right after the presentation, make sure you have all the necessary items to ensure the sale goes through. This could be contract agreements, a form on your website or even a mobile signing device. Be prepared with all the necessary tools required to ensure a successful outcome.

This has been an invaluable lesson for me and has greatly increased the effectiveness of my presentations. The next time you are giving a presentation, make sure you have a clear call to action which is supported by the rest of the presentation. Remember, if we do not ask for the sale, we are rarely going to be able to close it.

Sample Presentation:

[slideshare id=33834&doc=shift-happens-23665&w=425]

Communication

Navigating your Audience

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“The audience only pays attention as long as you know where you are going.” Philip Crosby 

Steve Jobs usually begins his keynote addresses, by giving his audience a rough outline for his presentation. For example he says, “Today, I am going to be talking about 3 things”. Usually these are three different products or services which he will talk about. What this statement does is, it formulates a path in the mind of the audience about what to expect from the presentation. Much of the time however, we will not be giving keynote addresses, and our presentations will be more intricate, and have a lot of material which we want, and need to cover. However, this should not be an excuse to create huge presentation outlines, and you should not start your presentation with headings such as: About Us, Problems, Solutions, Benefits, Price. The audience usually has this framework in mind already. 

As a presenter, we have to look at each presentation we give from both the macro and micro level. The prior post talked about the macro level, where we established the theme and story to be followed. The outline is supposed to break the story up into manageable parts, so that the audience does not get lost. Research has shown, that focusing on a maximum of 3 main points in your presentation, is an optimal number as far as recall and attention spans are concerned. It is important that when we begin talking about a key point we introduce it, talk about it, and have a conclusion for it before we move on to the next point. Often I notice presentations which talk about product features on one slide and shift to the pricing structure in the next. It is important to make the transition smoothly, to reiterate the point and close the section before moving on to the next.

Without a sequential structure in place we tend to lose audience attention very quickly. Hence, when creating your presentation sequence, remember to keep these key criterions in mind:

1. Sequential: Does your presentation flow smoothly from one section to the next?

2. Opening & Closing: Are each of the sections of your presentation introduced, and concluded clearly?

3. Length: Have you managed to restrict the content to 3 main points?

Developing an interesting presentation which flows well, requires creativity and hard work. The next time you are creating a presentation, do your best to understand the target audience, and decide the best way to communicate your message in a simple, clear and concise manner.

Sample Presentation:

[slideshare id=531205&doc=got-roots-1217263543053192-8&w=425]

Communication

What is the theme of your presentation?

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“A theme is a memory aid, it helps you through the presentation just as it also provides the thread of continuity for your audience.” Dave Carey 

We have all been to presentations where confusion surrounds the first 15 minutes, trying to understand what the presenter is attempting to establish. For example, an entrepreneur goes to pitch to an investor, and spends the first 20 minutes talking about his and his team’s credentials. The investors, who expected to hear a business proposal, are frustrated and confused. In this example, the presenter failed to set a theme for the presentation, and lost the audience’s attention. In another example, an entrepreneur enters a room, and sets the stage by telling the investors “today we will show you a revolutionary product which is going to change the way you read a book”. With a single sentence, the investor knows in essence, what is going to be talked about and what the main objective is.

Once a theme is developed, we need to support it with a story. I believe when both these components are brought together in a logical and sequential manner, great presentations are created. In the second example above, when the presenter sets the theme but follows it through only with a product demo and all its features and functionalities, it fall’s short of the expectations which were created. To support your theme, one needs to weave a sequential story to help bring the investors/customers from where they are, to where you want them to be. The presentation needs to flow naturally to help them understand your concept, how it will change the way to read, what the benefits are, and why they should invest in this opportunity. For a more detailed explanation of the art of story telling please view the video by Ira Glass below.

Master presenters like Steve Jobs begins presentations with statements such as “There is something in the air today”, “Today, we are going to change the way the world views a phone”. His keynote addresses are often launch pads for new product releases and enhancements, and he uses themes to set the tone and expectations right from the word Go. Whenever we have to prepare a presentation, take a step back before you open up powerpoint, and ask yourself, what is the one message I want to communicate to my audience? What is the most effective way of communicating this message? Once we have the answers to these questions, it will be easier to figure out the optimal way of delivering the message. One word of advice, irrespective of how much effort is put into theme and story development, if there is no passion or enthusiasm from the presenter, all is lost. It is your job to get your audience interested, and the only way to do that, is to be interesting yourself. 

Related Video:

[youtube=http://www.youtube.com/watch?v=n7KQ4vkiNUk&hl=en&fs=1]

Sample Presentation: The sound is not synced correctly, however this is a great presentation.

[slideshare id=514481&doc=storytelling-101-1216161371844255-8&w=425]

 

Communication Marketing Sales Uncategorized

Not Another Presentation

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“No one ever complains about a speech being too short!” Ira Hayes 

Presentations are a critical communication medium entrepreneurs need to be adept at. Good presentation techniques make it easier to get your point across to your team, investors and customers. However, to be able to present like Steve Jobs, requires a lot of hard work, creativity and passion. Without these three components, not only will your presentations suffer, lack of these qualities impact the overall quality of life. We have all been at presentations where we have seriously wanted to shoot the presenter, unfortunately sometimes this may have been us. I have a personal example when I was presenting the constitution of our entrepreneurship society to a new chapter we were inaugurating in China. I am pretty sure that within 5 minutes I had everyone in the room asleep. Looking back at that experience, I blamed the material, however, it really was my fault for not putting the material across in a manner that would have engaged the audience more. 

As entrepreneurs most of the time our presentations will revolve around pitching to investors, introducing a new product/service to a customer, or giving a quarterly sales report to the rest of our team. Most of these presentations have huge amounts of data that needs to be presented in graph forms, charts and numbers. What often happens is we tend to get lost in the detail and forget the overall message we want to leave the audience with. Other times, we just read off the slide, word for word, and that can be a most painful experience for the audience. The worst case  scenario is when the presenter is visibly unenthusiastic about what he/she is presenting. Unfortunately, many of us fall into these common pitfalls and that can have a detrimental impact on our ability to convince a team, get funding or close a sale. 

Over the course of the coming week I will talk about some key elements your presentation should comprise of. These should provide your presentations with that extra level of oomph which should excite, motivate or inspire your audience, whichever of these is your objective. However, to begin the process, we first have to break away from traditional “rules” we follow regarding how a presentation is supposed to be structured. We have to begin thinking creatively, with two objectives in mind, these are, what is the audience expecting of us and, what message do we want to leave them with. I hope this series will be of some help, I wish you all the very best in your future presentations.

Sample Presentation:

[slideshare id=85551&doc=death-by-powerpoint4344&w=425]
Advice Communication Inspiration Trust

5 Components to build Trust

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“Self-trust is the first secret of success.” Ralph Waldo Emerson

This series started with a post regarding how the trust I had in PayPal was shaken when my account got compromised. In life, our trust in people and businesses will often be tested. That is life, and we have to accept it. The fact of the matter is, without trust, we would not get far in life. The trust building process comprises of several components. Each of them plays a vital role in the process, and provides us with  benchmarks to help achieve the level of trust required. 

1. Integrity: Integrity is based purely on the actions and decisions we make in life. They reflect who we are and what we stand for. Three measures to use to benchmark our own level of integrity are ; firstly, are we congruent in our thoughts, words and actions? The second one is, do we honor our promises and commitments to ourselves and others? The last one, do we possess the courage to stand up for our values and beliefs in the face of resistance? These questions can serve as a guide to learn more about personal and business integrity levels. To read more about trust and integrity please click here.

2. Competence: Competence is a pre-requisite for the process of trust building. An individual or business is deemed competent in a particular skill set when they have proved themselves adequately. However, for a new startup, without a track record, this is a challenging task. Competence needs to be communicated through actions in a younger team. Using academic credentials, talents and skill sets or references can be used to help prove a younger team’s ability and capability. To read more about trust and competence please click here.

3. Consistent Communication: We have all come across businesses where senior management says one thing, middle management says another and the customer service representative says something completely different. When there is inconsistency in communication, building trust will be an arduous task. As younger startup companies, we have to instill the importance of consistent communication, from the beginning of our operations. This includes the alignment of senior management’s agenda, marketing strategies as well as how customer service representatives are supposed to interact with clients. To read more about the importance of consistent communication and trust please click here.

4. Genuine Concern: An individual or business can have high levels of integrity, be competent and communicate with consistency, yet, a lack of genuine concern for others or your customers, will dramatically slow down the trust building process. I believe a genuine concern for your customer with honest intention is the ‘x-factor’ in the trust building process. It is important that we get a deep understanding of our clients needs and wants and craft our strategies around them. It is only when we are able to communicate the importance of this component to the rest of the team in the form of actions will we actually notice results. To read more about trust and genuine concern please click here.

5. Results: Results and past performance speak louder than any number of words. The world today benchmarks each and everyone of us to what we have achieved. Therefore, as young entrepreneurs, we must pay a great deal of attention to proving ourselves and showing tangible results. These can be in the form of academic achievements, extra curricular achievements or projects where we have documented results. It is important to become result and action oriented. When an individual has a reputation of getting the job done well, the ability to gain the trust and confidence of peers, investors and customers is enhanced. To read more about trust and results please click here.

Building and maintaining trust is a challenging task. It requires constant attention, and the slightest of slips in our behavior has severe negative impact on the level of trust. As we all know, once a vase is broken it can be put back together, but it will never be the same. The components talked about in this post are foundational elements in the trust building process. When we have the trust of a customer or friend it dramatically changes the dynamics of the relationship, to one where a lot more can be achieved. As entrepreneurs, we must strive to develop a reputation of one who can be trusted. This will have a phenomenal positive impact on the level of business as well as your life. 

Advice Communication Customer Service

Consistent Communication

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“To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.” Anthony Robbins

We have all come across businesses where senior management says one thing, middle management says another and the customer service representative says something completely different. Another example, marketing slogans promote 24/7 customer support yet, there is no one to answer the phones at 3 am in the morning. When there is inconsistency in communication, building trust will be an arduous task. As younger startup companies, we have to instill the importance of consistent communication, from the beginning of our operations. Such a culture will act as a catalyst in the development of trust and creating a level of loyalty to your product/service. Failure to do so will have a detrimental impact on your business as a whole, and it will be very difficult to retain and nurture existing customers. 

Several key areas where consistency of communication is of utmost importance are:

1. Senior Management: This group of individuals is responsible for the creation of a culture where candor is promoted through the ranks. They need to lead by example by keeping their word, and being upfront and honest with all employees, vendors and customers. This is manifested in the little things, how many times have you told your secretary or colleague to make up an excuse when you don’t want to speak to someone on the phone? If one promotes honesty and consistency in the organization such actions clearly conflict with the message that you are sending to your employees and colleagues. Inconsistency of communication is usually the result of a breakdown from senior management. This group needs to be extremely vigilant of their actions and words. 

2. Customer Service: How many times have you called a support department and felt like slamming the phone down because of the level of service you received? I know I have wanted to do so many times. This is the result of the gap in communication between middle and senior management. When this level is not clear about the level of communication the organization stands for, what their role is, or why it is important that they act and behave in accordance with the principles of the organization, they will not be able to communicate this messages to the end customer. I understand that in todays world, doing this while outsourcing these activities to third party vendors is going to be a difficult task. However, it is of vital importance that creative solutions to this problem be developed to facilitate the trust building process.

3. Marketing: Seth Godin wrote an interesting book called “All Marketers are Liars”. It uses various examples to drive home the point that the most successful corporations are the ones who have consistent and honest marketing. Today, we are bombarded by millions of advertisements, many of them use deceptive tactics to stir curiosity. I am sure many people click the pop up banner which says you have won a million dollars. Often a company will promise features and capabilities which they may not possess. Most of these companies will never be able to develop any trust with their target customers. As a startup, use marketing as a tool to tell a compelling story, which is rooted in honesty. 

Consistency of communication must be developed through the entire business. When mistakes are made do not attempt to cover them up and embellish the truth. It only takes a single act of inconsistency in your message to destroy any trust which may have been developed between your partners, vendors or customers. 

Communication Leadership

How Participative is Your Team?

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Dilbert.com

I was introduced to the importance of candor in the work place in Jack Welch’s book Winning. Candor is essentially, the ability to express one’s thoughts, opinions and concerns free from discrimination or dishonesty. However, it has been noted by several psychologists, that the reason most of us do not integrate more candor into our daily lives, is because it goes against societal norms. It is essentially because we are constantly protecting our self interest, that we do not share our opinions candidly in sensitive matters, and do our best to ‘stay out of trouble’. We may survive without brutal candor in our normal daily lives, however, the absence of an environment of candor in a startup or business entity, will lead to missing out on many lost opportunities. 

It is the leader’s responsibility to integrate candor into the team. I believe that leading by example is the best way to fast track the integration of candor into a team. I remember the first couple of performance reviews I had with members of a team I had recently begun working with. Initially, when I asked questions relating to productivity levels of other team members or their last quarter’s performance, there was  a palpable  sense of discomfort. When I raised concerns regarding the performance of the business and asked the team to share their concerns, I was initially met with much silence. Eventually however, these psychological barriers will break down with adequate effort put into the process. As a leader, it is vital to help others feel comfortable in expressing their concerns and desist from becoming defensive or abrasive if they do not like what they hear. 

A couple of ways to introduce the concept of candor into your team is by:

1. Rewarding: During discussions and meetings, individuals who bring up viewpoints other’s have ben tip toeing around, should be rewarded through a pre-formulated mechanism. I incorporated this into a team I was working with, we kept a tally of who was adding the most constructive thoughts, ideas and suggestions. Keeping score, is in my experience, a great way to get people to participate.

2. Feedback: Institute monthly or quarterly feedback session among employees and yourself. If possible use a tool such as a 360 degree questionnaire to help get the process started. Everyone should provide their assessor and participant with a score on how helpful the session was. This helps get people talking and brings issues which may be bothering them, to the surface.

A word of caution,  integration of candor into your team environment may be met with initial skepticism. However, if the aim is to remain committed to making this a part of your team’s culture, it will most certainly give rise to more productive meetings, better ideas, faster approvals and eventually, lead to higher overall  productivity. 

Communication Marketing Strategy

How does one build a brand?

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“A brand is a set of differentiating promises that link a product to its customers.” Stuart Agres

I believe a brand is the emotional link we have with a particular product or service. It aims to differentiate a product/service from the rest in the same category, by leveraging on its competitive advantages. Eventually, customers develop mental images and perceptions about the product/service, and this is what helps them during their purchasing decision. Without these associations, all product/services in a particular category seem homogenous and the customer is not able to distinguish one from the other. For example, at the supermarket there is an entire wall dedicated to toothpaste, yet somehow Colgate and Crest seem to stand out from the rest. Both these brands have invested a lot of time and money in positioning their product in a particular way to get our attention.

How would an entrepreneur with a boot strapped budget build one of these world class brands? My answer to this question is, solid foundations, focused strategy, consistency and perseverance. World class brands are not built overnight. Brands such as Starbucks, Apple and BMW has taken each organization many years to earn its right to be perceived in a specific manner by all of us. They have focused on giving their customers a superior product and service. What we take away from these examples is that, to create such a brand we need to begin with a strategy right from the onset of our venture. We need to identify specifically how we want to be perceived, how we plan to stand out and the sort of personality our product/service should have. 

In the end, the goal is to create a strong sense of brand loyalty among customers. This loyalty will convert itself into recurring future streams of income. During the course of the next week I will talk about basic steps to look at when building a brand. I think this is an aspect many younger startups do not pay enough attention to at the beginning. This is a major mistake, as we have to be constantly aware of the image we want to portray. This image is developed through our product/service, customer service, website, packaging and any other interaction with our target segment. I look forward to your feedback and any insights regarding the development of brands. 

Communication Customer Service Sales

Exceeding Expectations

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“There are no traffic jams along the extra mile.” Roger Staubach

My first company had the tag line “Exceeding your every expectation”. It was printed on everyone of our name cards and it pushed us to go the extra mile many a time. It is only after some years that I have realized, it does not take much to exceed customer expectation. They do not need elaborate gestures to make them feel special, all they need is to be treated honestly and fairly, to be provided with significant value for their purchase and to have all this done in a convenient and efficient manner.

From personal experience I know that there are many service providers I go to even though they may not be the cheapest, biggest or more convenient in the market. For example, all my computer needs and requirements are dealt with at a small shop I have been visiting for years. You may well ask why anyone would do this, in this day and  age of online ordering and convenience ? It comes down to the relationship I have with the owners of the store. It is good to walk into a store where everyone knows you by name and where you know you will always get that extra attention and exemplary customer service, whenever you walk in and need it.

As part of a startup , you need to identify areas where you can add greater value to your clients. You need to show them that you care about their success as much as they do. These are some of the ways I have used to go that extra mile :

1. Remember your customer’s birthdays and make sure you send out either an ecard or an actual card to show that they matter to your business.

2. Gather as much personal data regarding the customer as possible, such as hobbies, interests, family and  other information that may help you with future conversations as well as personalizing services.

3. Remember to thank the customer at the point of purchase and to follow it up with a note via email or mail, thanking them for their business.

4. Leave extra room for you to exceed their expectations. If you promised 5 days delivery time and deliver in three days, that goes a long way. Remember to leave yourself some wiggle room.

5. Put yourself in the customers shoes and ask yourself what you can do, to make the entire process more personable and enjoyable? Treat your customers the way you would like to be treated.

Going the extra mile is a defining and differentiating factor between good and great companies. Building such a culture from the start will provide you with clear competitive advantages. 

Do you have a special story of how you were wowed by a particular vendor?

Related Posts:

Sales and Relationships

 

Communication Customer Service Strategy

Learning from Experience

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“Your most unhappy customers are your greatest source of learning.” Bill Gates

We have all been exposed to bad customer experiences. For those of us in the business or corporate world, we have also been on the receiving end when things didn’t work out as expected. That is part of life. Trying to please every customer to their complete satisfaction is a gargantuan and uphill task. However, it is essential to learn deeply from every complaint and put into place systems, which will take care of such incidents in the future. Listed below are a few pointers which should help expedite the learning process:

1. Refrain from pushing the blame onto external circumstances. Sometimes your supply chain gets delayed, it could be a mix up which your delivery system made or bad weather which resulted in your receiving a mouthful from your client. Accept the blame rather than pushing it onto someone else in the organization because that is the last thing an angry customer wants to hear. Once you have accepted the mistake you can go about resolving the issue in a more efficient and effective manner.

2. Extensively document the mistake. This will force you to think and put into a process the actual course of events and why they occurred. I have found the discovery process extremely interesting because you are forced to map out where the entire process started, who was responsible for what, at which stage and most importantly where we need to focus to ensure that the problem doesn’t happen again. It creates ownership in a business and a team constantly striving to deliver their best.

3. Finding the most efficient and effective solution. Once the mistake has been clearly identified the team should reach a collective decision regarding how to avoid a similar issue in the future. Control measures must be put into place and ensuring responsibility for its proper execution is essential. This is a critical step which should be documented and circulated to all team members to show that a decision has been taken.

Such experiences provide a great learning opportunity for the entire team. Once a mistake has been committed there is nothing we can to do to undo it, however , we can set into motion a series of actions which will alter the way we respond to them in the future. With a fanatical focus on ensuring that you cater to your customers every need and make the experience of doing business with you as seamless and comfortable as possible, will garner massive long term benefits.

What was your last customer experience horror story and did your organization do anything about it?