Accelerating Business Growth

Monday, September 25, 2006

“Are you catching your team and yourself doing it RIGHT or doing it wrong?”

A thought provoking question isn’t it!

Are you catching your team, yourself and the people close to you doing it right or are you catching them doing it wrong?

When I’m speaking at conferences or running a Pti workshop I use the following example in order to demonstrate this point:

I turn to one of the delegates who I know has a sales team – and say the following:

“Imagine it’s Monday and one of your team phones you up at 4.30 in the afternoon. As you answer the phone you can sense the excitement in their voice – you know the voice – the one which comes out when they have good news for you.

With enthusiasm they launch into telling you how they’ve been to two meetings today and have landed two new customers. A great result – particularly considering they’ve not converted any new clients for over a month!

What do you say?

The delegate looks at me and says, “Well I’d probably congratulate them and say well done, or something to that affect!”

“Ok” is my response. “Now let’s imagine its Thursday that week. The same sales person has been on two new appointments. It’s 5.00 and you’ve not heard from them, so you decide to give them a call. The phone rings a few times – they pick up and you hear their tones – definitely not the same enthusiastic voice as on Monday! You ask how their day has gone.”

“They reply, Well alright I guess”.

“You follow with How were the two appointments today?”

“Well, (it’s a great word well isn’t it!) they weren’t very good.”

“What do you say?”

“Well I would ask them why not?”

“The first one was not interested and the second one only gave me 10 minutes with them”

“What do you say next?”

“I’d ask them why they were not interested.”

“How do they know?”

“How far into the meeting did they detect that?”

“What did they do about it?”

I’m sure you’re picking up the thread of where I’m going with this.

Are you catching your people doing it right or doing it wrong?

On the Monday after converting two new clients they’re given a token well done, and on the Thursday when they’ve not converted any new clients the post mortem begins!

Are you catching your people doing it right or doing it wrong?

Let’s run a different scenario on the Monday call.

The sales person has just told you about their success. You congratulate them, and then start to ask some thought provoking questions:

“So, tell me why do you think it went so well?”

“What can you learn from today which you can build into your personal success formula?”

“How are you going to replicate this next time?”

“Tell me how are you feeling right now?”

All the time praising and giving words of encouragement as they answer your questions – future pacing their success and encouraging them to think what a difference it will would make if they could replicate their successes today - again. Anchoring and wiring their successes so it becomes consistently who they are!

Catch them doing it right!

Perhaps the Thursday call could have ran the course of a coaching session – anchoring back to successes experienced earlier in the week – exploring possibilities of what was different to the positive outcomes achieved on Monday. What could they do next time to make sure their next two appointments are more like the Monday experience than the Thursday?

Catch them doing it right!

And the same principle applies to us. We get so caught up working ‘in’ our busy lives, thinking about all the things we still have to do as opposed to the great things you’ve achieved during the course of the day. Catch yourself doing it right as well!

Sometimes if I catch myself running negative thoughts or programmes at the end of a day, I simply write a heading on the top of the right hand page in my daytimer saying:

“Today’s Achievements”

I then make a list of all the days’ achievements. Somehow my ‘To Do List’ never seems quite so bad once I’ve done this.

Perhaps you can try it some time!

Catch your team and yourself doing it right. Life is so much more fun when we’re in a positive zone and… your people will thank you for it!

Monday, September 11, 2006

“Are Your Customers/Clients Relational or Transactional?”

I was talking with one of my clients last week and they were frustrated having spent the entire day dealing with customer complaints. As we ventured deeper into conversation it lead me down a track of debating his profile of customers.

After 15 minutes of discussion my client said “Royston that’s one of the most insightful discussions we’ve ever had” We then proceeded to create a strategy for what we we’re going to do to make sure he had far more rewarding days in the future.

Why am I telling you this? Well it sparked me into thinking about the content of this week’s post and I new I had to share this information with you.

So the question I posed at the header of the ezine:

“Are Your Customers/Clients Relational or Transactional?”

There are two kinds of customers:

- The Transactional Customer
- The Relational Customer

Now as consumers we can be both of these at different times - we are transactional in some buying situations and relational in others.

For example when I’m buying petrol my buying decision is purely based on when the needle is moving further towards the red! – I’m 100% transactional in my petrol purchase.

Yet when it comes to shopping I always go to Tesco. I just love their business model. So in my shopping habits I’m geared to being a relational customer.

I’m sure you have your favorite restaurant. I bet you go to the same hair salon or have your favorite shop for clothes. Or go to the same gym or are a member of a golf club - you have the point.

So with these two kinds of clients in our minds perhaps it would be worth taking a moment to explore some of the ingredients or traits which make up these different profiles:

A transactional customer is…

+ Thinking short term
+ Focused on getting the most benefit for the least money
+ Enjoys the process of research and negotiating and comparison shopping
+ Not looking for an expert. They plan on being their own expert and they’re enjoying the process.
+ Committed to buying from whoever is willing to accept the lowest profit
+ Doesn’t want to hear about service after the sale or how many years you’ve been in business
+ Wants to know ‘what have you done for me today?’

A relational customer is…

+ Looking for an expert – someone they can trust
+ Someone who will talk straight and just solve the problem
+ Someone who tells us directly what it is they need
+ Someone who considers the time spent shopping to be part of the purchase price… And are willing to spend more money to save time.

Pti as a business specialises in how to attract the relational customer – because that is the customer who will be your customer for life!

Your ‘Ideal’ Client Profile…

So – which type of clients do you currently have in your client portfolio?

+ The transactional
+ The relational or…
+ Perhaps a mix?

Which is it you want to attract – both now and in the future? I’m sure you’re already thinking of other criteria you might want to include in your ‘ideal’ profile of client.

Perhaps take some time to write a focused question – brainstorming further ideas to personalise this idea for your business.

Once you’ve established your ‘ideal’ profile of client – and engaged in a number of client retention strategies to keep them – you can then tailor your sales and marketing efforts to attract quality clients through the front door of your business – the number 1 strategy for this being a Systematised Referral Process.

If you’ve not read my ideas on how to create a Systematised Referral Process for your business you can go to and click through to the ezine. In the archive click on ezine 5 which will give you all the details you need.


There you have it – a fascinating idea which perhaps will make you think about your business and future strategy from a different prospective.

Written by Royston Guest, Sales and Marketing Director of Pti International.


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