Well, we evidently have a lot of readers out there. The last email I sent had a huge response, and from that I took the first 100 "in the door". My readers and friends sent back their favorite picks from 2009. Enjoy the list below, and if you'd like to add to it, be my guest. Happy reading!
Where the Red Fern Grows Wilson Rawls
The Triumph of Truth: The life of Martin Luther Jean Henri de'Aubigne
Think & Grow Rich Napoleon Hill
All Buts Stink Walter Bond
The Social Media Bible Safko/Brake
The Game of Work Charles A Coonradt
Shameless Self-Promoters Debbie Allen
Outrageous Advertising Bill Glazer
The Secret Rhonda Byrne
The Little Red Book of Selling Jeffrey Gitomer
The Sword of Truth Gilbert Morris
The Millionnaire Mind Thomas Stanley
Rigged Ben Mezrich
Princess Jean Sasson
The Mackade Brothers Nora Roberts
Good Ice Forrest Peterson
Holy Bible
When Angels Speak: Inspirations Martha Williamson
Wishin' and Hopin' - A Christmas Story Wally Lamb
One Second After William Forstchen
Primal Leadership Daniel Goleman
Stumbling on Happiness Daniel Gilbert
Emotional Intelligence Daniel Goleman
Tipping Point Malcolm Gladwell
Oceans apart Karen Kingsbury
James J. Hill and the Opening of the Northwest Albro Martin
A Thousand Splendid Suns Khaled Hosseini
Mind Gone Astray Wayne Kallio
The Creature from Jekyll Island : A Second Look at the Federal Reserve G. Edward Griffin
Even Now Karen Kingsbury
Love and Respect Emerson Eggerichs
Essential Oils Desk Reference
Back on Blossom Street Debbie McComber
All Things Bright and Beautiful James Herriot
Green for Life Victoria Boutenko
The Last Song Nicholas Sparks
Crash Proof 2.0 Peter D. Schiff
Stolen Innocence Elissa Wall
Inside the Kingdom Carmen Bin Ladin
A Place In The Woods Helen Hoover
Gift of the Deer Helen Hoover
Still Alice Lisa Genova
Mercy Jodi Piccoult
Good-bye Boise…Hello Alaska Cora Holmes
Marley and Me John Grogan
The Guernsey Literary and Potato Peel Pie Society Mary Ann Shaffer
The Boy in the Striped Pajamas John Boyne
Remember When Judith McNaught
Perfect Judith McNaught
Paradise Judith McNaught
It Had To Be You Susan E. Phillips
Three Cups of Tea Greg Mortenson
Last Light Terri Blackstock
Who Moved My Cheese? Spencer Johnson, M.D
Wobegon Boy Garrison Keillor
All Creatures Great and Small James Herriot
Power to the People Laura Ingraham
Going Rogue Sarah Palin
Rich Dad, Poor Dad Robert Kiyosaki
Farewell to Arms Ernest Hemingway
Secrets of the Millionaire Mind T. Harv Eker
The Pillars of the Earth Ken Follet
MaryJane's Stitching Room MaryJane Butters
Liberal Fascism Jonah Goldberg
Saddam's Secrets Georges Hormuz Sada
Portrait of a Young Forger Marian M. Pretzel
The Lone Survivor Marcus Luttrell
Flags of Our Fathers James Bradley
Sing a Song to Jennie Next Lawrence Gardella
Denialism: How Irrational Thinking Hinders Scientific Progress, Harms the Planet, and Threatens Our Lives Michael Specter
The Russian Concubine Kate Furnivall
Falling forward John Maxwell
Hannah Grace Sharlene Maclaren
Overheard in a Dream Torey Hayden
Gardening When It Counts Steve Solomon
Extreme Measures Vince Flynn
Happiness Is A Serious Problem Dennis Prager
True Blue David Baldacci
Petey Ben Mikaelsen
Grace Richard Paul Evans
North & South Trilogy John Jakes
The Greatest Story Ever Told Fulton Oursler
In The Time of Butterflies Julia Alvarez
Stone Fox John Reynolds Gardiner
It Doesn't Take a Hero Norman Schwarzkopf
One Man's Full Life Earl E. Bakken
The house That Love Built Bettie B. Youngs
How Good People Make Tough Choices: Resolving the Dilemmas of Ethical Living Rushworth Kidder
Napoleon Hill's Keys to Positive Thinking Napoleon Hill Foundation
Why do I Keep Doing That Dennis Wholey
Tribes Seth Godin
Crush It! Gary Vaynerchuck
Uncensored Strategies Sidney Biddle Barrows
Speak to Win Brian Tracy
Influence Robert Cialdini
The Fountainhead Ayn Rand
Season of Life Jim Rohn
Knockout Entrepreneur George Foreman
Summer of the Monkeys Wilson Rawls
Gulliver's Travels Jonathan Swift
Thursday, December 17, 2009
Tuesday, December 8, 2009
By The Numbers - Tracking Your Marketing WILL Increase Business Revenues
Do you market? If I asked you how much you spent on marketing and advertising this past month, you'd probably be able to tell me, right? How about if I asked what your ROI is on each marketing source, could you tell me that?
In talking with many business owners, it becomes more evident that many understand and realize the need to market, but they have NO idea what the return is. In fact, you may be one of those owners. If I suggested to you that by doing one simple thing, your revenues will increase dramatically, would you sit up and listen?
My hint for you is to get a good tool that includes proper data analysis that will tell you exactly what your ROI is for each individual source of marketing. That way you can double up and optimize on the marketing that works, and eliminate the marketing that doesn't. Simply managing your marketing will most definitely increase revenues. I guarantee it.
Until next time, I wish you success!
Susan
In talking with many business owners, it becomes more evident that many understand and realize the need to market, but they have NO idea what the return is. In fact, you may be one of those owners. If I suggested to you that by doing one simple thing, your revenues will increase dramatically, would you sit up and listen?
My hint for you is to get a good tool that includes proper data analysis that will tell you exactly what your ROI is for each individual source of marketing. That way you can double up and optimize on the marketing that works, and eliminate the marketing that doesn't. Simply managing your marketing will most definitely increase revenues. I guarantee it.
Until next time, I wish you success!
Susan
Friday, October 16, 2009
By The Numbers Received a Letter from a Business Owner
Recently I received a letter from one user of By The Numbers. I had posed a question in regards to marketing and how to convince business owners everywhere that they need to be knocking down our doors for the chance at a dynamite product that can make all the difference in running their businesses. Here's what I received:
By the Numbers Thoughts by One User
"Great points regarding By The Numbers:
The software works absolutely well in these manners for me:
a. I have no doubt what advertising works and what advertising does not work. This motivates me in these weird times with the third driest summer ever recorded for rain to keep trying to come up with a message that gets a response that will pay for itself.
b. It has also has helped me to make decisions regarding sales reps. Not enough leads, who should I keep and who should I let go? Example, the last person I wanted to let go (and would not have without the numbers) was (name withheld). The numbers left me no choice and did not allow me to use my personal prejudices or feelings in making that decision. So, I know that the leads we do have are being utilized the best they possibly can be.
The point I am making in the above statements is that I have absolutely no doubt that something will work and will work well regardless of what the economy is so I am not going to “lay down and die” like so many seem to be doing. I will find a way to thrive regardless of what is going on around us and By The Numbers helps me to be fearless in making the decisions that need to be made because I know when we are starting to “turn the tide” (which we are) By The Numbers will immediately let me know that it is starting to work (and it is letting me know)."
Well, I thought he pointed out some very good points here. Given the circumstances in the natural environment that obviously affect his business, he is still able to adjust his marketing to the times. It appears that he had a sales rep who he really didn't want to let go for whatever reason; however, being his decisions need to be based on what is good for the company instead of what he'd LIKE to do, he is unable to just turn a blind eye because those numbers are staring at him in black and white. Why wouldn't someone want to track? Allergic reaction to new systems? Managers don't want to be held accountable? I think it must be because owners simply don't understand the importance of numbers.
Guess I have to market to that. WINNERS KNOW THEIR NUMBERS!
Until next week, I wish you much success.
Susan
By the Numbers Thoughts by One User
"Great points regarding By The Numbers:
The software works absolutely well in these manners for me:
a. I have no doubt what advertising works and what advertising does not work. This motivates me in these weird times with the third driest summer ever recorded for rain to keep trying to come up with a message that gets a response that will pay for itself.
b. It has also has helped me to make decisions regarding sales reps. Not enough leads, who should I keep and who should I let go? Example, the last person I wanted to let go (and would not have without the numbers) was (name withheld). The numbers left me no choice and did not allow me to use my personal prejudices or feelings in making that decision. So, I know that the leads we do have are being utilized the best they possibly can be.
The point I am making in the above statements is that I have absolutely no doubt that something will work and will work well regardless of what the economy is so I am not going to “lay down and die” like so many seem to be doing. I will find a way to thrive regardless of what is going on around us and By The Numbers helps me to be fearless in making the decisions that need to be made because I know when we are starting to “turn the tide” (which we are) By The Numbers will immediately let me know that it is starting to work (and it is letting me know)."
Well, I thought he pointed out some very good points here. Given the circumstances in the natural environment that obviously affect his business, he is still able to adjust his marketing to the times. It appears that he had a sales rep who he really didn't want to let go for whatever reason; however, being his decisions need to be based on what is good for the company instead of what he'd LIKE to do, he is unable to just turn a blind eye because those numbers are staring at him in black and white. Why wouldn't someone want to track? Allergic reaction to new systems? Managers don't want to be held accountable? I think it must be because owners simply don't understand the importance of numbers.
Guess I have to market to that. WINNERS KNOW THEIR NUMBERS!
Until next week, I wish you much success.
Susan
Tuesday, October 13, 2009
By The Numbers - Measuring Success
"When performance is measured, performance improves. When performance is measured and reported back, the rate of improvement accelerates."
-Thomas S. Monson
The first thing that came to mind when I read this quote was my job at the corn factory years ago as a young college student. During the hot summer months I, along with many others, stood there six days a week, 12 hours a day shoving corn through the cutter!
As monotonous as it sounds, I had about the best job in the place. Know why? They tracked to MOTIVATE! They had a system in place that paid me on performance. Sure, I could make my minimum wage just ambling my way through the night, but I also knew that if I didn't perform I would find myself working in another part of the factory that didn't offer performance pay. In other words, the more cobs of corn I shoved through, the more money I made. The more money I made, the easier my school year would be!
Every hour my co-workers and I went to check our numbers (as well as everyone else's), and we'd come back in with either a big smile and the enthusiasm to continue or a pinched lip of determination to pass up the next guy during the next hour. It goes without saying that their little system of tracking most certainly sped up the bottom line for the company.
Performance was constantly measured, and it was instantly available to us. We lived for those numbers. I'm not sure how motivated we would've been to keep plugging away if we would have only known our numbers at the end of the two-week pay period. Those nights on our feet, sweating away would've become even longer!
This particular canning company that I speak of is worldwide and very successful. The big goals of the company start with the individual goals of the workers at the very bottom level. That's how it needs to be in business: if you take care of the little goals, the big ones will take care of themselves!
How do you give your employees feedback? Is it a big stack of meaningless papers? Is it condensed to one simple chart or graph? How often? Is it hourly, daily, weekly, monthly? You need to figure out the feedback your workers need in order to attain their goals so that you can attain yours!
Winners Know Their Numbers!
Until next week, I wish you continued success!
Susan
-Thomas S. Monson
The first thing that came to mind when I read this quote was my job at the corn factory years ago as a young college student. During the hot summer months I, along with many others, stood there six days a week, 12 hours a day shoving corn through the cutter!
As monotonous as it sounds, I had about the best job in the place. Know why? They tracked to MOTIVATE! They had a system in place that paid me on performance. Sure, I could make my minimum wage just ambling my way through the night, but I also knew that if I didn't perform I would find myself working in another part of the factory that didn't offer performance pay. In other words, the more cobs of corn I shoved through, the more money I made. The more money I made, the easier my school year would be!
Every hour my co-workers and I went to check our numbers (as well as everyone else's), and we'd come back in with either a big smile and the enthusiasm to continue or a pinched lip of determination to pass up the next guy during the next hour. It goes without saying that their little system of tracking most certainly sped up the bottom line for the company.
Performance was constantly measured, and it was instantly available to us. We lived for those numbers. I'm not sure how motivated we would've been to keep plugging away if we would have only known our numbers at the end of the two-week pay period. Those nights on our feet, sweating away would've become even longer!
This particular canning company that I speak of is worldwide and very successful. The big goals of the company start with the individual goals of the workers at the very bottom level. That's how it needs to be in business: if you take care of the little goals, the big ones will take care of themselves!
How do you give your employees feedback? Is it a big stack of meaningless papers? Is it condensed to one simple chart or graph? How often? Is it hourly, daily, weekly, monthly? You need to figure out the feedback your workers need in order to attain their goals so that you can attain yours!
Winners Know Their Numbers!
Until next week, I wish you continued success!
Susan
Wednesday, September 23, 2009
By The Numbers - Social Media/Internet Marketing
Life in a small business is always exciting. Most people nowadays are fully aware that there is a whole new avenue of marketing out there with internet and social marketing. If you are like I am, you have heard from every direction that you have to set this and this up. If you are like I was, you also felt a sense of urgency yet frustration and just wished someone could either just walk you through it or set it up for you.
I pored through books, online programs, classes, seminars, talked with all kinds of people and spent hours trying to figure out what all was needed, and then finally got it all together. It was just something new, and something I was not familiar with and didn't understand fully how to bring it all together. In time, amongst so many other duties that come at us from all directions, I finally got it all together.
A friend of mine from Minneapolis was here recently, and she came for the sole purpose of getting some help with her social and internet marketing. Little did I know that her visit would lead me to more people who have the same need. As a result, I'm doing a seminar in Minneapolis next week for those who want to know the BASICS of internet and social marketing. By the time we walk out of that class, the attendees will have set up their social websites and will know how they need to go about managing these sites on an elementary and get-started level.
If you are one of those who knows you have to get going with internet and social marketing, yet you don't know where to start, click here, and write me a little note. I'll find a way to help you out. (Click here to send note to Susan.)
Until next time, I wish you continued success.
Susan
I pored through books, online programs, classes, seminars, talked with all kinds of people and spent hours trying to figure out what all was needed, and then finally got it all together. It was just something new, and something I was not familiar with and didn't understand fully how to bring it all together. In time, amongst so many other duties that come at us from all directions, I finally got it all together.
A friend of mine from Minneapolis was here recently, and she came for the sole purpose of getting some help with her social and internet marketing. Little did I know that her visit would lead me to more people who have the same need. As a result, I'm doing a seminar in Minneapolis next week for those who want to know the BASICS of internet and social marketing. By the time we walk out of that class, the attendees will have set up their social websites and will know how they need to go about managing these sites on an elementary and get-started level.
If you are one of those who knows you have to get going with internet and social marketing, yet you don't know where to start, click here, and write me a little note. I'll find a way to help you out. (Click here to send note to Susan.)
Until next time, I wish you continued success.
Susan
Thursday, September 10, 2009
By The Numbers - Setting Goals
For those of you who've been following my blog, you know already that I really enjoy Chuck Coonradt's book: The Game of Work. Everything in business is compared to a game. What I've been thinking about this past week are goals. Chuck posed a what if: What if a team of hockey players went out and played a game but didn't keep score? We've all seen games where the score isn't kept. Not too enthusiastic among neither the players nor the audience, is it? What happens when you change that game to a game where the score is kept? Chuck said, and I agree, that it's just inherent that we want to do things better, faster, higher, shorter, longer, and to win. That's just the way it is - we perform to win!
In athletics, there are certain measurements every game. Once you reach 21 points, or 9 innings, or whatever it may be, the game is done. The same holds true in business. Make it a game. Make it so that your "players" are finding it a privilige to work harder to attain those goals.
Napoleon Hill has you stop right in the middle of reading his book to WRITE down your goals. Must be important, eh? Goals must be written. Write it down and post it up so it is first and foremost at all times! Repeat it. Review it! Goals that aren't written down are wishes only. There's a big difference. Goals also have to be measureable. For example, don't just say that I want to have a profitable year this year. Say I want an increased profit of a million dollars this year. Make it clear and measureable. A goal also has to be a person's own, not someone else's goal for them. If you want your sales reps to have a certain goal, you better do a good job of making sure they've bought into the concept and made this their "own" goal. And, of course, goals have to have a deadline. Back to that increased profit: I don't want just an increased profit of a million dollars this year, I want an increased profit of a million dollars by December 31, 2009!
Following these few little steps will most definitely help keep you on the path to achieving your goal.
Until next time, I wish you success.
Susan
In athletics, there are certain measurements every game. Once you reach 21 points, or 9 innings, or whatever it may be, the game is done. The same holds true in business. Make it a game. Make it so that your "players" are finding it a privilige to work harder to attain those goals.
Napoleon Hill has you stop right in the middle of reading his book to WRITE down your goals. Must be important, eh? Goals must be written. Write it down and post it up so it is first and foremost at all times! Repeat it. Review it! Goals that aren't written down are wishes only. There's a big difference. Goals also have to be measureable. For example, don't just say that I want to have a profitable year this year. Say I want an increased profit of a million dollars this year. Make it clear and measureable. A goal also has to be a person's own, not someone else's goal for them. If you want your sales reps to have a certain goal, you better do a good job of making sure they've bought into the concept and made this their "own" goal. And, of course, goals have to have a deadline. Back to that increased profit: I don't want just an increased profit of a million dollars this year, I want an increased profit of a million dollars by December 31, 2009!
Following these few little steps will most definitely help keep you on the path to achieving your goal.
Until next time, I wish you success.
Susan
Thursday, September 3, 2009
By The Numbers - Tracking Your Goals
"If you can't measure it, you can't manage it."
- George Odiorne
Why are numbers important? Interesting question. I just did a Google search with that question and one answer was: "So that you can find the value of something."
One of our key phrases at By The Numbers is "Winners Know Their Numbers". Why? As I mentioned in last week's email, business demands measureable results. How else can you measure effectively except through numbers? Take your days in school as an example. If you were told you did well on a test would that satisfy you, or would you rather know that you got 100% on that test? Which means more to you? As a high achiever of course you want to know that got 100%! "Did well" is not enough and does not satisfy. Measurement without numbers is too abstract and holds no real meaning.
Now carry that concept over into business. If you have a sales rep who is bringing in a nice number of contracts, you might think that you have the best salesperson on Earth. For some reason, though, your profits don't seem to be increasing. How do you find out what's happening? By numbers! Once you start examining closer, you might see a sales rep who is bringing in a bunch of jobs just to close the deal, but the contracts are undersold or minor jobs. In fact, most of these jobs from your "best seller" might be non-profitable or even cost a loss for your business. There is no way you would know that unless you actually track the numbers.
Once you start tracking your numbers you will be able to set clearly defined goals and then measure them accordingly. But you need to know your numbers first!
Charles Coonradt compares numbers in business to scorekeeping in athletics. He says that most people don't realize they cannot win unless they keep score. In his words, "there are three types of players: one who knows he is winning; one who knows he is losing, and one who doesn't know the score." There's value in numbers, and winners know theirs!
Until next week, I wish you continued success!
Susan
- George Odiorne
Why are numbers important? Interesting question. I just did a Google search with that question and one answer was: "So that you can find the value of something."
One of our key phrases at By The Numbers is "Winners Know Their Numbers". Why? As I mentioned in last week's email, business demands measureable results. How else can you measure effectively except through numbers? Take your days in school as an example. If you were told you did well on a test would that satisfy you, or would you rather know that you got 100% on that test? Which means more to you? As a high achiever of course you want to know that got 100%! "Did well" is not enough and does not satisfy. Measurement without numbers is too abstract and holds no real meaning.
Now carry that concept over into business. If you have a sales rep who is bringing in a nice number of contracts, you might think that you have the best salesperson on Earth. For some reason, though, your profits don't seem to be increasing. How do you find out what's happening? By numbers! Once you start examining closer, you might see a sales rep who is bringing in a bunch of jobs just to close the deal, but the contracts are undersold or minor jobs. In fact, most of these jobs from your "best seller" might be non-profitable or even cost a loss for your business. There is no way you would know that unless you actually track the numbers.
Once you start tracking your numbers you will be able to set clearly defined goals and then measure them accordingly. But you need to know your numbers first!
Charles Coonradt compares numbers in business to scorekeeping in athletics. He says that most people don't realize they cannot win unless they keep score. In his words, "there are three types of players: one who knows he is winning; one who knows he is losing, and one who doesn't know the score." There's value in numbers, and winners know theirs!
Until next week, I wish you continued success!
Susan
Monday, August 31, 2009
By The Numbers - ALCA - Arizona Landscapers Trade Show in Phoenix - Sept 16
On Wednesday, September 16, 2009, ALCA (Arizona Landscape Contractors Association) is hosting a landscaping trade show at the Mountain Preserve Reception Center at 1431 E Dunlap Ave in Phoenix from 5:30 - 8:30 p.m. This is something all licensed landscape contractors in the Phoenix valley area should NOT miss. You will have a chance to find out what is going on in the Green Industry. Of course there will be some really fun door prizes and exhibits that may change the entire direction of your businesses. Come keep in touch with what's going on in the landscaping. Welcome!
Friday, August 28, 2009
By The Numbers - Are You Able To Track & Measure Your Business Goals?
With the words on the street about the economy you can't help but sigh at times. Yes, it's not nice when you hear of someone having to shut down business, and even not nicer yet if you're that person who had to shut the doors.
As harsh as it sounds, it's times like these that are often an impetus or a little "kick in the pants" for people to really dig their heels in and see that the practices they have within their own businesses are something that will stand the tougher times. Business demands measureable results, and unless you have something measureable in place, chances are you'll go through even tougher times than others might.
On what basis are you running your business? What goals have you set? How do you set those goals? How do you motivate your employees to take ownership, enthusiasm and personal commitment of those goals? How do you review, evaluate and adjust those goals? How do you measure the achievement of those goals?
My proposal to you for the coming week: Think of these aforementioned questions and then think of what you're doing in your business to create goals, retain ownership & enthusiasm of the employees for these goals, and then think of how you measure the achievement of these goals. Beginning next week is a 10-part series on measuring (tracking) goals within your business.
Until then, I wish you continued success!
As harsh as it sounds, it's times like these that are often an impetus or a little "kick in the pants" for people to really dig their heels in and see that the practices they have within their own businesses are something that will stand the tougher times. Business demands measureable results, and unless you have something measureable in place, chances are you'll go through even tougher times than others might.
On what basis are you running your business? What goals have you set? How do you set those goals? How do you motivate your employees to take ownership, enthusiasm and personal commitment of those goals? How do you review, evaluate and adjust those goals? How do you measure the achievement of those goals?
My proposal to you for the coming week: Think of these aforementioned questions and then think of what you're doing in your business to create goals, retain ownership & enthusiasm of the employees for these goals, and then think of how you measure the achievement of these goals. Beginning next week is a 10-part series on measuring (tracking) goals within your business.
Until then, I wish you continued success!
Wednesday, August 19, 2009
By The Numbers - What Do Customers Want From You?
I attended a luncheon at the North Phoenix Chamber of Commerce and the guest speaker talked about "Captivating Your Customers." She asked the following question which I now pose to you: Which is the most important value a customer looks for, Availability, Knowledge, Friendly Service? It's knowledge. Knowledge about who they are, what they want, what you can do for them, how you can give a solution to their problem.
This was pretty interesting to me because she gave an example almost exactly as I had given in last week's blog. Someone ordered a print job from a printer. She called the next day to see the status of the job. The rep that day couldn't find her information. She called the second day and got another sales rep. That person couldn't find her project either. On the third day, third person, same story!
Do you think this person was a happy camper? No, of course not. I'm sure by this point she was pretty discouraged and wondered why she even hired them in the first place.
Now this particular example isn't even an example of product knowledge or anything like that; it's simply knowing who your customers are! I think product/service knowledge follows right behind!
This is just only one more example of how important it is to have a CRM that works for you to be able to have customer information in front of your face in seconds.
This was pretty interesting to me because she gave an example almost exactly as I had given in last week's blog. Someone ordered a print job from a printer. She called the next day to see the status of the job. The rep that day couldn't find her information. She called the second day and got another sales rep. That person couldn't find her project either. On the third day, third person, same story!
Do you think this person was a happy camper? No, of course not. I'm sure by this point she was pretty discouraged and wondered why she even hired them in the first place.
Now this particular example isn't even an example of product knowledge or anything like that; it's simply knowing who your customers are! I think product/service knowledge follows right behind!
This is just only one more example of how important it is to have a CRM that works for you to be able to have customer information in front of your face in seconds.
Friday, August 14, 2009
By The Numbers - What do I need in a CRM for my company?
CRM! You hear that word a lot now. CRM, CRM, Customer Relationship Management. I need it? Why? How will it benefit my business? I've got Quickbooks, I've got Excel, I've got my Outlook contacts...why would I need more than that?
Customer management and satisfaction is one of the primary reasons we stay in business. If you offer poor customer service, chances are you won't be around too long. On the other hand, if you treat your customers as you would like to be treated, they'll probably be good lifelong customers of yours.
How do you like to be treated? Well, think about it for a moment. Isn't a joy when you call someone who has worked for you previously and they know exactly who you are? Makes you feel pretty good, doesn't it? (Here's a little secret; they probably cannot remember every name throughout the years, but with the proper CRM, they have your record in front of their eyes within seconds of picking up that phone.)
On the other hand, it's rather annoying or disheartening when you call an establishment and, even if they're doing work for you at the present time, it seems as though you're a new customer every time you call. They continuously ask for the reason you're calling, what kind of project you're doing, who you're working with, what kind of help you need and so on. It's as though you had never called before, yet in actuality, it might be that you have recently made a rather large purchase from them, and they still don't know who you are. The purchase that means a lot to you seems to mean nothing to them because they don't even remember your name. This alone is a perfectly good reason to have a CRM that works for you. Customer RELATIONSHIPS begin with knowledge of what's going on with each person with whom you have contact!
When you do a Google search for "CRM" hundreds of them pop up. How do you even begin to choose? First of all, if you're just looking for something to hold your customer names and addresses, get a free one. There are so many free ones available and it would be silly to spend a dime on one that will do just that.
Secondly, there are a lot of CRMs with beautiful dashboards and graphics. If you're looking for pretty pictures that tell you absolutely nothing, go for it! Just keep in mind, however, that those pictures will not help your company business grow one bit!
What you really need to look for in a CRM is an all-encompassing business management tool. If you are spending any money on advertising, you need to track that money to see what kind of return you are getting. If you are assigning leads to sales reps, you need to track exactly what type of lead, where the lead was from, the status of that lead, the pipeline and how the cost of getting that lead or sale plays into the overall advertising costs for your company. If it's ending up costing you more money than you make, obviously your company will not thrive, if even survive.
Many CRMs will claim to have lead management. You'd best check that it doesn't really mean only that the lead is in the system and will be marked when it is dead or sold. Be sure that all of your costs of getting and selling that lead tie in, otherwise it doesn't mean a whole lot to the management of your business.
A company that wants to grow and win will know exactly what it costs for every lead and for every salesperson to acquire a sale. They will track extensively so that they can adjust either the training, lead assignment, marketing venue, or employment.
There is obviously a whole lot more to looking for a CRM. There are a lot of systems out there, but again you need to step back to be sure you have one that works to grow your business. The very first contact with a prospect is the best place to start! And then once you get that customer in the door, have them and their current or previous job status available in front of your faces all day, every day!
Customer management and satisfaction is one of the primary reasons we stay in business. If you offer poor customer service, chances are you won't be around too long. On the other hand, if you treat your customers as you would like to be treated, they'll probably be good lifelong customers of yours.
How do you like to be treated? Well, think about it for a moment. Isn't a joy when you call someone who has worked for you previously and they know exactly who you are? Makes you feel pretty good, doesn't it? (Here's a little secret; they probably cannot remember every name throughout the years, but with the proper CRM, they have your record in front of their eyes within seconds of picking up that phone.)
On the other hand, it's rather annoying or disheartening when you call an establishment and, even if they're doing work for you at the present time, it seems as though you're a new customer every time you call. They continuously ask for the reason you're calling, what kind of project you're doing, who you're working with, what kind of help you need and so on. It's as though you had never called before, yet in actuality, it might be that you have recently made a rather large purchase from them, and they still don't know who you are. The purchase that means a lot to you seems to mean nothing to them because they don't even remember your name. This alone is a perfectly good reason to have a CRM that works for you. Customer RELATIONSHIPS begin with knowledge of what's going on with each person with whom you have contact!
When you do a Google search for "CRM" hundreds of them pop up. How do you even begin to choose? First of all, if you're just looking for something to hold your customer names and addresses, get a free one. There are so many free ones available and it would be silly to spend a dime on one that will do just that.
Secondly, there are a lot of CRMs with beautiful dashboards and graphics. If you're looking for pretty pictures that tell you absolutely nothing, go for it! Just keep in mind, however, that those pictures will not help your company business grow one bit!
What you really need to look for in a CRM is an all-encompassing business management tool. If you are spending any money on advertising, you need to track that money to see what kind of return you are getting. If you are assigning leads to sales reps, you need to track exactly what type of lead, where the lead was from, the status of that lead, the pipeline and how the cost of getting that lead or sale plays into the overall advertising costs for your company. If it's ending up costing you more money than you make, obviously your company will not thrive, if even survive.
Many CRMs will claim to have lead management. You'd best check that it doesn't really mean only that the lead is in the system and will be marked when it is dead or sold. Be sure that all of your costs of getting and selling that lead tie in, otherwise it doesn't mean a whole lot to the management of your business.
A company that wants to grow and win will know exactly what it costs for every lead and for every salesperson to acquire a sale. They will track extensively so that they can adjust either the training, lead assignment, marketing venue, or employment.
There is obviously a whole lot more to looking for a CRM. There are a lot of systems out there, but again you need to step back to be sure you have one that works to grow your business. The very first contact with a prospect is the best place to start! And then once you get that customer in the door, have them and their current or previous job status available in front of your faces all day, every day!
Thursday, August 6, 2009
By The Numbers - Sales Lead Tracking & Management
For you small business owners out there, how do you track your leads? Do you have a sure way of attaching every lead to a lead source as well as the cost of that lead source? Are you tracking how much it costs to get a job? Are you fully aware that for some sales reps it costs you a whole lot more, and for others it costs a whole lot less? Do you have a way to show exactly what your sales representative's strong points are for selling, and conversely, their weak points? Do you have a way to keep track of exactly where are you people are in their sales funnel at any given time?
These are only a few of the important questions that need answers when you're looking for the proper business management tool to run your company. By The Numbers is a software designed by small business owners for small business owners with exactly these questions in mind. Winners know their numbers. Winners also know that what you think about you bring about (WYTAYBA), and so they are determined to know their numbers and focus on and working those numbers to fruition.
Let me tell you again very clearly, WINNERS know their numbers, and if you want to grow your business successfully and effectively, you need to know your numbers as well. I'm happy to show you exactly what numbers are necessary after you have gone to register for a Sales Success Seminar. See you there!
These are only a few of the important questions that need answers when you're looking for the proper business management tool to run your company. By The Numbers is a software designed by small business owners for small business owners with exactly these questions in mind. Winners know their numbers. Winners also know that what you think about you bring about (WYTAYBA), and so they are determined to know their numbers and focus on and working those numbers to fruition.
Let me tell you again very clearly, WINNERS know their numbers, and if you want to grow your business successfully and effectively, you need to know your numbers as well. I'm happy to show you exactly what numbers are necessary after you have gone to register for a Sales Success Seminar. See you there!
Friday, July 24, 2009
By The Numbers - How do YOU Define Abundance?
Abundance is a concept often debated in spiritual and
entrepreneurial circles.
Entrepreneurs commonly use the catch-phrase "thinking
BIG," but they really mean the same thing.
Abundance is tough to define because it's one of those
unique ideas that must be experienced to really be
understood ... it can't just be explained.
Yet the most encouraging part of adopting an abundance
mindset is how it can connect you to people with totally
different set of beliefs and values.
It instantly sustains inclusivity even with people who
are dramatically different.
POP QUIZ: What do Mother Theresa and Donald Trump
have most in common?
The answer is their abundance mind-set.
Donald Trump says, "If you're going to think anyway,
you might as well think big."
Mother Theresa said: "The more we discover the
magnitude and abundance of God's gifts, the more we
will find ourselves."
Again, the abundance mindset creates connections.
Bucky Fuller had this to say about the abundance mindset:
"The condition of planet earth is abundance. Our belief in
either scarcity or abundance determines how our financial,
legal, political and military systems are set up or exist at all.
Scarcity and abundance are foundational and contextual ideas.
They each give rise to a distinct system of thought and a number
of rules, characteristics and measures which only make sense
within their own system."
Above all, the abundance-mindset is a choice. In other
words, you choose to look through the lens of scarcity, or
through the lens of abundance. There is no in-between.
"Do ... or do not. There is no try." ~ Yoda
Because there are are so many differing opinions about
abundance, my colleagues and I have decided to conduct
this worldwide survey get more opinions - your opinion - on
this highly debated topic.
My JV partners, Alex Mandossian and Scott Martineau are
hosting the Virtual Abundance Expo next week, so I figured
this a great opportunity to host a survey and attract the
best single sentence that clearly defines abundance.
What to do now: Please use the comment box to write your
definition of abundance. The survey ends at 5pm PDT on
Monday, July 27th, right before Jack Canfield's keynote
speech for the Virtual Abundance Expo.
All the definitions will be gathered and tallied the next day
and five finalists will be chosen for the final vote.
If you are one of the five finalists, your definition of abundance
will be personally evaluated by our Virtual Abundance Expo faculty.
The top vote-getter with the clearest and most concise definition
of abundance will be personally interviewed by Scott and Alex as
a honorary faculty member for Virtual Abundance Expo.
So what do you say ... are you game?
If you are game, then take a peek at these 9 abundance quotes
to get your heart and mind moving...
"The only factor becoming scarce in a world of abundance is
human attention"
~ Kevin Kelly in Wired
"Nothing amuses me more than the easy manner with which
everybody settles the abundance of those who have a great deal
less than themselves."
~ Jane Austen (1775 - 1817)
"Abundance is, in large part, an attitude" ~ Sue Patton Thoele
"Abundance of knowledge does not teach men to be wise"
~ Heraclitus (540 BC - 480 BC)
"The test of our progress is not whether we add more to the
abundance of those who have much; it is whether we provide
enough for those who have too little"
~ Franklin D. Roosevelt (1882 - 1945)
"Unfortunately, the balance of nature decrees that a super-
abundance of dreams is paid for by a growing potential for
nightmares"
~ Peter Ustinov (1921 - 2004)
"Abundance is not something we acquire. It is something
we tune into"
~ Wayne Dyer
"Expect your every need to be met. Expect the answer to
every problem, expect abundance on every level"
~ Eileen Caddy
"Not what we have, but what we enjoy, constitutes our abundance"
~ Epicurus
Now it's your turn ... type in what you feel abundance means to
you. Go ahead ... the simple act of thinking about it will instantly
improve your day.
entrepreneurial circles.
Entrepreneurs commonly use the catch-phrase "thinking
BIG," but they really mean the same thing.
Abundance is tough to define because it's one of those
unique ideas that must be experienced to really be
understood ... it can't just be explained.
Yet the most encouraging part of adopting an abundance
mindset is how it can connect you to people with totally
different set of beliefs and values.
It instantly sustains inclusivity even with people who
are dramatically different.
POP QUIZ: What do Mother Theresa and Donald Trump
have most in common?
The answer is their abundance mind-set.
Donald Trump says, "If you're going to think anyway,
you might as well think big."
Mother Theresa said: "The more we discover the
magnitude and abundance of God's gifts, the more we
will find ourselves."
Again, the abundance mindset creates connections.
Bucky Fuller had this to say about the abundance mindset:
"The condition of planet earth is abundance. Our belief in
either scarcity or abundance determines how our financial,
legal, political and military systems are set up or exist at all.
Scarcity and abundance are foundational and contextual ideas.
They each give rise to a distinct system of thought and a number
of rules, characteristics and measures which only make sense
within their own system."
Above all, the abundance-mindset is a choice. In other
words, you choose to look through the lens of scarcity, or
through the lens of abundance. There is no in-between.
"Do ... or do not. There is no try." ~ Yoda
Because there are are so many differing opinions about
abundance, my colleagues and I have decided to conduct
this worldwide survey get more opinions - your opinion - on
this highly debated topic.
My JV partners, Alex Mandossian and Scott Martineau are
hosting the Virtual Abundance Expo next week, so I figured
this a great opportunity to host a survey and attract the
best single sentence that clearly defines abundance.
What to do now: Please use the comment box to write your
definition of abundance. The survey ends at 5pm PDT on
Monday, July 27th, right before Jack Canfield's keynote
speech for the Virtual Abundance Expo.
All the definitions will be gathered and tallied the next day
and five finalists will be chosen for the final vote.
If you are one of the five finalists, your definition of abundance
will be personally evaluated by our Virtual Abundance Expo faculty.
The top vote-getter with the clearest and most concise definition
of abundance will be personally interviewed by Scott and Alex as
a honorary faculty member for Virtual Abundance Expo.
So what do you say ... are you game?
If you are game, then take a peek at these 9 abundance quotes
to get your heart and mind moving...
"The only factor becoming scarce in a world of abundance is
human attention"
~ Kevin Kelly in Wired
"Nothing amuses me more than the easy manner with which
everybody settles the abundance of those who have a great deal
less than themselves."
~ Jane Austen (1775 - 1817)
"Abundance is, in large part, an attitude" ~ Sue Patton Thoele
"Abundance of knowledge does not teach men to be wise"
~ Heraclitus (540 BC - 480 BC)
"The test of our progress is not whether we add more to the
abundance of those who have much; it is whether we provide
enough for those who have too little"
~ Franklin D. Roosevelt (1882 - 1945)
"Unfortunately, the balance of nature decrees that a super-
abundance of dreams is paid for by a growing potential for
nightmares"
~ Peter Ustinov (1921 - 2004)
"Abundance is not something we acquire. It is something
we tune into"
~ Wayne Dyer
"Expect your every need to be met. Expect the answer to
every problem, expect abundance on every level"
~ Eileen Caddy
"Not what we have, but what we enjoy, constitutes our abundance"
~ Epicurus
Now it's your turn ... type in what you feel abundance means to
you. Go ahead ... the simple act of thinking about it will instantly
improve your day.
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