Articles
A "Smooth" Start to this Transaction
The McDonald’s by my house has been renovated to reflect the new, softer look for the storied fast food chain. It’s part of their attempt to stay "forever young", according to the company’s vice-president of worldwide architecture. Out with the red roofs and in with clean lines and simplicity. Begs the following question in my mind: Isn’t a simple hello, well, simple?
Treat your Customers with Indifference and they will Shop in a DIFFERENT place
A few weeks back I posted an article about my favorite smoothie place. As you’ll recall, although the smoothies are great, the service leaves a bad taste in my mouth. They constantly miss opportunities to provide great service and if they’re happy that I choose their shop, over others, that’s certainly news to me.
Walmart's New Merchandising Initiative
I read in Beer Business Daily last week that one of Walmart’s new merchandising initiatives is the following: Clean, Fast and Friendly - our commitment to deliver a great customer experience through fast, friendly service in a clean environment. I certainly hope so because my experience at Walmart has been neither clean, nor fast nor friendly - at least the store up by me in suburban Chicago.
A Distributor's Hidden Asset
I saw that you have a section on drivers on your newsletter this morning. I want you to know about my driver Gene.
8 Simple Ways for Drivers to Own Their Accounts
I've been working with many driver groups lately. In these programs we discuss the 6 building blocks of successful service providers. Price, curiosity, honesty, organization, attitude and ownership. I typically ask the group for their ideas before sharing mine. Here's what one group came up with. It's pretty good if you ask me!
"Better than I deserve"
My wife and I went to dinner last Saturday night to celebrate Valentine's Day. "How you doing?" I asked the waiter as we sat down. The waiter, who was crouching uncomfortably close to our table in an effort to get closer to us replied, "Better than I deserve!"
Would you Like Some Fresh Bread with your Dessert?
Should the bread arrive with the dessert? That’s my question to restaurateurs this morning. Should the bread arrive at the same time the dessert comes?
Your Customers don't Buy Everything at Costco
It’s no secret that price is important. But is it the only consideration that people have when they shop? No! If it were, then your customers would buy everything at Costco! And, if they did that—well, they’d need a gigantic warehouse to store everything.
Travel Tip of the Week: Remove Your Baggage Tags
Yep, according to the world wide web (which never gets anything wrong), during 2008 when airlines were developing checked baggage fees and new pricing schemes, more than 3 million bags were mishandled by U.S. airlines. Mishandled baggage – a problem that seems to plague passengers – is categorized as lost, damaged, delayed or pilfered airline baggage. Though I travel a lot, I have been largely unaffected by this phenomenon.
What the Heck is a Chief Honesty Officer?
What the heck is a "Chief Honesty Officer?" That’s what I was wondering as I drove to the airport early one morning last week. I heard a commercial for a mortgage broker, and the speaker identified himself as the company’s "Chief Honesty Officer." Huh? A company needs one of those? He promised that at his company, there would be no surprises – no baloney. Well, that’s a relief!
De-Stressing a Stressful Time of Year
Last Friday I was sitting at my laptop, one eye on my screen and the other on the Today show. The resident physician was talking about stress in the workplace and during the holidays. One thing she said struck me. She recounted her conversations with corporate executives who said, "As a company, we need stress to be successful. That’s what keeps us (as a team) moving towards our goals and objectives." I think I understand that.
Paul Revere, The American Flag and your Sales Team
The American flag in our back yard has seen better days. As I’ve alluded to in the past, with stories about my sorry obsession with the Cubs, my family lives in a suburb located about 20 miles north of Chicago. Chicago, as you know, is called the windy city, and the wind has taken its toll on our American flag. When the wind is calm the flag hangs just as you would imagine - nice and straight; however, when the wind blows, the ripped parts of the flag go in separate directions. The harder the wind blows, the more the tears in the flag show.
Untimely Price Increases
What? The price is going up on November 1st? Last week I was working with a group of salespeople in Ohio. From the back row the following question was hurled in my direction. XYZ wine is going up $2 a bottle on November 1st! How do we sell in that price increase? I remember when products went up in price just prior to the holidays. That logic, raising prices, just before a time of year where millions of consumers see your products, was a move I never quite understood. So much risk at a crucial time of the year. To be sure, price increases so late in the year are confusing for distributors, retailers and consumers alike. Here is how I answered the question.
7 Quick Thoughts on Motivating your Salespeople
Simple strategies and concepts to keep in mind to help your salespeople achieve success
Tales of Persistance
This is a tale of persistence. A tale with a happy ending. Boy, it used to be a lot easier. Some of you may know that I used to own a chain of retail wine stores in Chicago. You know, Chicago, previously the 2nd city, but now, apparently, the 4th city. That’s just a quick editorial on our failed Olympic bid. Don’t we have more important problems in our fair town? Never mind! This is a story of persistence, and success, not failure. During my retail days, customers used to come to me – not the other way around and when I sold my business, I was in for a rude awakening.
Do you Take Complaints Seriously?
Do you take complaints seriously? What is your organization's mindset on complaints. Over the next several weeks and months, I will tackle the subject of complaints and how taking them seriously can tell you a ton about your business. For now, here are some questions you should be asking. I will provide the answers in upcoming columns
The 12 Days of October (Days 7-12)
Part 2: The holidays are right around the corner. You know how they always sneak up out of nowhere and we always say, "I can’t believe the holidays are here, already," even though they happen at the same time every year! The point is it’s time to start preparing. I hope you’ll keep the following 3 thoughts in mind.
The 12 Days of October (Days 1-6)
The holidays are right around the corner. You know how they always sneak up out of nowhere and we always say, "I can’t believe the holidays are here, already," even though they happen at the same time every year! The point is it’s time to start preparing. I hope you’ll keep the following 3 thoughts in mind.
10 Absolute Truths about your Consumer Base
As we head into the holidays, here are 10 things to keep in mind about your consumer base
Selling Specialty Beers
Recently, I had the privilege of sharing my thoughts on selling specialty beers at the retail level. Specialty beers are exciting, let retailers earn profits and create excitement.
Fire!
And then the restaurant caught on fire… Well, not exactly. I’ll explain that in a moment. We had an interesting experience at dinner on Saturday night. Jill and I and 2 other couples had dinner at Wildfire – near our home in suburban Chicago. Wildfire, voted most popular Chicago restaurant in 2009, was certainly popular on Saturday. The place was packed.
Will Bank of America Survive without me?
I tried to wire some money from my Bank of America account the other day. Back in my past life, my business had a big, fancy corporate account at LaSalle, one of the banks that B of A swallowed up. My banking life was so much easier then; I could just pick up the phone and things got done. Now, I walk into the branch and fight the masses.
Why Managers don't Manage
So why don’t managers manage? We’ve spend the first installments of this series talking about how important it is to be a good manager yet so many managers feel that they are too busy with real work. They see managing as a burden. They manage only when it’s absolutely necessary...
Beverage-specific Video Series - Separating Fact from Hype
Part of working well with a know-it-all customer is be prepared, being brief and being confident. Another big part is separating fact from hype.
The Motivating Manager vs The Demoralizing Manager - Part 2 - How does your Salesperson Feel?
How does your salesperson feel? How does he feel about his skills, his company, and its products, etc? How does your salesperson feel about his sales managers? These feelings are essential. Let’s go over a couple of terms that help determine how your salesperson might feel.
The C.O.R.E. Selling Skills
There are certain C.O.R.E. selling skills that are necessary for success in the beverage business and most others. I look for Creativity, organization, relationships and the 4 E's (Energy, Engagement, Empathy and Enthusiasm). Recently I did a program in Western MA and I invite you to follow along as I briefly explain the C.O.R.E. selling skills!
Learning Something From a Sales Call
When the sales call doesn't go quite right, the tendency is to blame the customer. The best salespeople look inward before blaming everyone and anyone.
10 Ways to Respond When a Customer says No - Sample Video
When your customers say NO, it's disappointing, sad, frustrating, scary and disappointing. But it doesn't have to be. The key how you react and whether or not you learn something from the experience. Take something away - a clue as to how you sell or how your customer buys, and you will likely be more successful the next time around...
I'm with the Other Group
I spent the last couple days in Dallas at the Texas Package Sales Association’s annual meeting. The host hotel was the Sheraton Dallas, which was also hosting a huge military convention. Despite the fact that I am follicly challenged (read: BALD), I am not (nor have I ever been) in the military. That didn’t stop numerous people from assuming I was part of the other group!
The Motivating Manager vs The Demoralizing Manager - Part 1
Let’s start with what we know about managing salespeople. Study after study and undoubtedly our own observations show that people quit their managers long before they quit their jobs and their companies. The truth is that the interaction between the sales manager and the sales person either sets the salesperson up for success or for failure
9 Thoughts for Better Sales Calls
What to do when your customer keeps talking, when there are multiple decision makers in the room and other thoughts for better sales calls
What I think I know about the beverage business - based upon your questions
Whenever I work with a sales team I always ask the salespeople to share questions with me. The questions run the gamut from ones like "why don't you have hair?" to the more serious. Good, thought-provoking questions. The following is an article called What I think I know about the Beverage business based upon your questions.
If we Could Only Engineer some Respect
Ever hit send on an email and immediately wish you could climb through the monitor and get it back? Been there and done that….unfortunately! A friend of mine related a story to me recently. She’s an engineer at a big firm that was recently purchased. Lately she has been working on a project with a less-than flexible West Coast compatriot....
Reclaiming the other half of the closet
I used to be in better shape. Back in the day my idea for fun was running a track workout. Used to run round and round and round a ¼ mile track. It was great fun…(NOT!) Anyway, I’m not running as fast anymore nor is my body as svelte but recently I’ve gotten the itch to reclaim the part of my closet that doesn’t fit anymore.
To Blame or not to Blame is the Question
Last Saturday I went to the butcher to get some chicken kabobs and burgers for Father’s Day dinner and I saw both the good and the bad in customer service. Despite my wife’s all too common pleas for me to check the order – I walked out with the wrong bag...
10 Tips for Giving your Associates Effective Feedback
This week's article is designed to help you become a more motivating manager. If you've ever had the pleasure of delivering feedback, then you know that these sessions can often become the stuff of horror films! But all hope is not lost - there are ways to deliver feedback in an educational, forward-looking manner.
26.2 Traits of High-Performing Beverage Companies
Over the last 25 months (and the last 25 years), I have dealt with hundreds of successful, high-performing beverage companies. I have noticed that the salespeople and managers act a certain way at these companies and there seems to be a certain energy about them. These high-performing teams and individuals have many common traits. Since successful sales is all about "winning the customer loyalty marathon" and a marathon has 26.2 miles - I have a new list for you. 26.2 Traits of High-Performing Beverage Companies...
Rant of the Week: Put down the Blackberry
Last week I experienced two situations where service providers were more interested in scrutinizing their mobile devices then they were in paying attention to me: their customer. Here’s what happened...
10 Ways to Show More Respect in the Summer Selling Season
I have to admit - I struggled with how to preface this piece on respect. I knew what I wanted to write about but not how to introduce the topic. Then I watched the Indy 500. What struck me was the interview with the runner-up, Dan Wheldon. Though the interviewer wanted to learn about his race, all he wanted to do was give his crew credit for the superb job they had done getting the car ready for the race. He acted like driving 500 miles at 200 MPH was the easy part. Wow, I thought - now I know how to introduce an article on respect...
What Beverage Salespeople Think or do just Before a Sales Call
What do beverage salespeople think or do just before a sales call? Last week I asked the fine professionals of two Midwestern beer distributors....
What are you doing differently this year to exceed last year's numbers
Last week I worked with the fine professionals at Major Brands in St. Louis. I posed the following questions to everyone in attendance: What are you doing differently this year to exceed last year's numbers.
What are you doing differently this year to exceed last year's numbers?
Last week I worked with a group of Midwestern beverage professionals. I posed the following question to everyone in attendance: What are you doing differently this year to exceed last year's numbers? Here is what they had to say...
Rapid Fire Answers to your Questions
Please enjoy another installment of Rapid Fire Answers to your Questions
Avoiding the Dreaded Dangling Insult
I recently read a piece in Salesforce Magazine about dangling insults and I wanted to bring it to your attention. Dangling insults sabotage your sales efforts – and while no one sets out to insult a customer; this is often what happens. The worst part is that you really don’t know you are doing it. Consider the following:
Making Nice about the Competition
Yesterday, I traveled to the WSWA convention in Orlando. I happened to sit next to the leader of a major wine and spirit distributor. We had a pleasant enough conversation (I think he would agree) and I asked him about many of his competitors. What struck me was the fact that he was very complimentary about his most direct competitors. I was impressed by this display of professionalism.
Have you Become the Manager you Thought you would Never be?
Have you become the boss you swore you’d never be? Have you slipped into a pattern where you exhibit behaviors you once would have resigned your position over?
What is the Spend Rate on a Simple Hello?
Many distributors and suppliers contemplate a measure called spend rate. Specifically, what does it cost to move a case of wine, beer or spirits into the hands of a consumer? While there are many variables that make up this number, there are certain intangibles that fall outside the scope of traditional measurement.
Questions from the Field - What Should I be Looking for to Identify Selling Opportunities
Q: When visiting accounts – what should I be looking for to identify selling opportunities? A: Lots of things! One action I would not recommend is counting your facings the minute you walk through the door. I’ve seen that too many times before and it instantly labels you as interested only in your own success. I suggest identifying some positive changes in your customer’s place of business before doing anything else.....
Handling the "We have no money in this economy" objection
Q: How do you handle the "We have no money because of the economy" objection? A: Answering this objection successfully is much more about how you are conducting yourself these days than what you say when confronted by this (all to common) sentiment....
Rant of the Week: Never Underestimate the Buying Power of a Customer
Last week my family and I traveled to Aspen. The trip started inauspiciously enough with an on-time departure before taking a turn for the worst. To make a long story bearable, after delays, cancellations, a trip from Denver to Aspen where the plane couldn’t land (only to return to Denver) and a night at the Embassy suites (with most of my family in one bed) – we were finally ready to take another flight to Aspen airport…
Motivating Salespeople on Day 1!
I have been traveling the country helping distributors and suppliers achieve sales and service excellence. At each stop I’ve asked an upper level manager, company president or business owner to share the words he or she uses to motivate and inspire his or her team to achieve greatness. I thought it might be a nice change of pace to hear how the leaders of your company and (companies like yours) responded to the following question: What do you say to new salespeople on Day1? What do you tell a new sales person on the first day?
3 Key Principles for Retailers
Retailers: On those slower days, spend some time considering the following.
Being a more caring Manager
What kind of manager are you? Do you want your people to be successful? Are you genuinely happy for your associates when they experience success, or are you always peering around the corner hoping no one is more successful than you? Are you secretly happy when others fail and get egg on their face? Shortsighted managers are the curse of any organization
10 Simple Ways to be (and Appear) more trustrworthy in 2009 and Beyond
Did the government know the full extent of the AIG bonuses? Wow! Who knows. It's hard to know what to believe; whom to listen to, when it concerns our nation's capital. Do you have the same leeway with your customers? Absolutely not! Your customer wants to trust you so he or she can believe what you told him or her is true and because he or she is likely counting on you. Here are 10 simple tips to follow if you want to be (and appear) more trustworthy.
10 Simple Ways to make Shopping with your Company More Enjoyable
Sometimes its hard to see the forest for the trees and retailers become so involved in the details of a what they can't control, that they fail to see what they can control. And that is the experience each and every customer has with their businesses. With this in mind - I give you 10 simple ways to make shopping at your business enjoyable...
Questions for the Motivating Manager
Are you a motivating manager? Do you build your people up or bring them down? How do you handle adversity with your people? As a motivating manager, make sure that you are asking these questions constantly (of yourself and others) to make sure you are keeping your eye on what needs to be done to manage a successful team. Review the list of sample questions...
Anticipating Needs and Making Occassions Special
Saturday night I went to a surprise party. Was the birthday girl surprised? Let’s put it this way – her first comment was, "I would’ve taken a shower had I known!" I was surprised also, but because of a different reason. The service was awesome. My wife and I baked cookies and other goodies for the occasion. Ok, truth be told, I just helped eat the cookies, but I did help bring them to the restaurant.
No Ordinary Tuesday Morning
Every week has a Tuesday morning and a Wednesday morning. No matter what happens on Tuesday, there is always a Wednesday. How’s that for logic? Now why is it that you read these columns? But really, every week, no matter what happens on Tuesday, there is always a Wednesday.
Spotlight on Retail: Articulating a Customer-Focused Vision
Last week I had the opportunity to speak to a group of independent retailers. The jist of the program was customer service in a tough economy. I am continually surprised, in these tough economic times that customers are still taken for granted. I see it all the time as I shop in my community. It’s troubling. I believe that business owners and their employees should worship at the feet of any individual who walks through their doors. Wouldn’t you agree?
5 Tips to be a More Motivating Manager
The following tips will help you be a more motivating manager. As is most often the case with great motivational tactics, these tips have no cost factor. Just a more heightened awareness of how to help people feel good about themselves. Consider the following and try to work into your daily management repertoire.
Questions from the Field - What will get you Kicked out of your Customer's Office?
Q: This week I am at down South at The Beer Summit in Austin, Texas. As part of the event, I am speaking during a panel discussion on the state of retail. A few weeks ago the moderator Bump Williams shared questions for the panel discussion. Specifically, what were some no-no’s during a sales call? What would get a sales person kicked out of a customer’s office?
Rapid Fire Answers to your Questions
Rapid fire to your questions dealing with negativity, selling at a profit and lots of other important, relevant and timely topics...
Mastering Basic Phone Skills
Some time ago I called ahead to order my lunch at the local hot dog stand. As patience isn’t one of my virtues, I thought I’d have my lunch waiting. The conversation went something like this...
Questions from the Field - Motivating Sales people in Tough Times
Q: As a sales manager – what should I be doing in these tough economic times to keep my team motivated? A: What a timely, relevant question. Sure, it is easy to be upbeat and cheerful in good times but the challenge (while the world seems to be crumbling around you) is to remain upbeat, cheerful and encouraging in difficult times. That’s much harder!
10 Simple Organization and Time Management Tips for Managers
Managers, get your time back by following these simple organization and time management tips
Re-inforcing Positive Behavior
When I sold the business that had been my life and livelihood for nearly all my years, I wondered how my associates would react. Would they really care? Did they like working for me? Would I ever know? I was curious to know if they appreciated the job I had done as the company leader. I felt good about the way I conducted myself, but did they agree? I had always tried to run things a certain way -- to create an environment where people would enjoy spending their time.
10 Simple Organization and Time Management Tips for Beverage Professionals
Your customers have less time, attention, patience and energy than every before. The current economic uncertainty certainly doesn't help. Here are 10 simple tips for beverage professionals and professionals of all types.
Questions from the Field - Questions for Before and After the Sales Call
Darryl, before and after a sales call, my mind is a flutter with questions, thoughts and opportunities. What questions should I be asking and contemplating immediately before and after I lay it all on the line?
10 Simple Tips for Having More Productive Meetings
Tired of people falling asleep at your meetings? Do you want to run more productive meetings? Read the list of 10 tips for having more productive meetings
Question from the Field: What to do when a Dog isn’t your Customer’s Best Friend
At every sales meeting we are given the task of selling "dogs" to our good accounts. How do you sell (in this case – a lesser known under performing vodka) to good customers and at the same time build (and maintain) a trusting relationship?
10 simple ways Drivers can be even bigger assets in 2009 and beyond!
Do you think that drivers are an integral part of the selling process? Does it help the company when the driver has proper attitude or disposition – when he or she enters an account with a smile as opposed to a frown? The truth is that drivers can help reinforce an environment where your customers do business with you not because they have to but because they want to!
If you don’t take care of your customers…someone else will
Ever wonder how your competitors make strides in your accounts when you least expect it? The truth is that another sales professional will always be lurking around to become your customer’s preferred provider, and his or her partner. Many industry veterans try to convey the importance of consistently being the customer’s vendor of choice. The goal is to be known as a confidánt, a partner, and an advisor. That goal requires that you are there to take care of problems, not create them.
Being a Good Teammate
And the first pick in the 2008 NBA draft goes to… The Chicago Bulls have a great new point guard. In the summer of 2008, at the NBA draft lottery, the Bulls defied the odds and somehow won the first pick in the upcoming draft. A pretty odd occurrence since the Bulls have lost far more than they have won lately! It was the best thing to happen in the Chicago basketball scene since Michael Jordan was propelling the team to numerous championships in the 1990’s.
10 Suggestions for Better Sales Calls in 2009 and Beyond
Get off to a great start this year with a few simple, common sense reminders about customer interaction
A New Year's resolution you should keep this year!
Hopefully, you're still hanging on to your New Year's resolutions, being that it is the 5th of the year already! There is one business resolution I suggest in these tough times - to win your customer's loyalty. Here are a few things you can do...
Changing Habits
f you read my articles, you may know that nothing I talk about is earth shattering. Much of it is simple, straightforward, and common sense. Yes, loads of common sense, but you know what they say about common sense? There is nothing common about it.
Improving Cross-cultural Communication
Just one generation ago, most retailers looked pretty similar physically, but now they can look very different. According to the U.S. Census Bureau (2000), there were more than 281 million people in the U.S. population at the turn of the century. Of that number, almost 100 million people were either Latino, African American, Asian or a variety of other races and ethnic groups. That diversity has impacted the beverage business. These divergent groups represent many cultures, each with a distinctly different communication style. Unfortunately, despite the fact that the U.S. population has become more and more diverse over the years, the reality is that sales people still have a great degree of difficulty communicating with ethnic groups with different cultures from the one that prevails in the U.S.
Inventory Management in Tough Times (and all other times)
If I close my eyes I can imagine the scene right now. It is a Friday morning nearing 8 a.m. A sales team is sitting around a conference table. While not everyone is indulging in the breakfast fare (doughnuts and coffee), most are eagerly waiting for the morning announcement. Did the team beat the XYZ product goal?
Paging Dr. Phil, Paging Dr. Phil
Last week I had an interesting chat with the President of a Midwest beer distributor. We talked about the state of the economy and what his sales people were doing to help customers through these difficult times. No doubt about it, consumer confidence is low right now; lowest it has been in years. He shared that many of his customers (especially on-premise) were hurting both financially and emotionally. So, while you can’t really affect consumer confidence, you can help your customer’s confidence. Yes, their psyche.
Distilling the Ingredients of Success
Now that the curtain has almost closed on 2008, the beverage industry can look back on one of the craziest years in memory. For starters, the economy slumped tremendously causing pundits to bypass the R word (recession) and head straight for the D word (depression). Consumer confidence fell to bargain basement levels, the financial system almost crashed, and oil prices (and prices at the pump) moved up and down like a yoyo.
Dealing with People that are Different from me
Recently, the following question was posed to me: I get along with most of my customers. Why do I have such trouble seeing eye to eye with customers who are different from me?
First Steps with a New Account
Recently, the following question was posed to me: I just received a list of new accounts – what should I be finding out about these accounts to get the relationship off on the right foot? What questions should I be asking?
10 Reasons to say "Thank you" this Thanksgiving
This is crunch time for all beverage professionals! Don’t be a turkey. Show that you value your customers this time of year and you will knock the stuffing out of last year’s numbers!
10 Tips for Diffusing the Situation and Keeping the Customer
Halloween is this week, which means the holidays aren’t far behind. While the holidays bring in elevated numbers, this time of year also ushers in elevated stress levels. No question – things with customers can get heated in a hurry. To that end, I have 10 Tips for diffusing the situation and keeping the Customer.
Readers Sound Off on Handling Difficult Customers, Situations and Circumstances
2 weeks ago I posed the following question: How do you handle difficult customers? I received many replies from beverage professionals all over the country and you can read their comments by clicking on the link.
Thrifty - wasn't so nifty
I’m not the handiest guy you will ever know. Can I change a light bulb? Yes, of course, but ask me to do much more and I may face a challenge of epic proportions. However, one task I have mastered is hooking a charger to something electronic, like a cell phone or a GPS navigation device – which brings me to a recent experience.....
Adding Value without Asking for Value
Last week I asked readers to submit ideas for adding value in accounts without asking for value. You responded with gusto and I was able to put together an outstanding list of 26.2 Ways to Add Value without Asking for Value. The great part is that this list brings together the thoughts of beverage professionals from North and South, East and West...
26.2 Things your Customers Want you to Know, Understand, Appreciate and Realize
As I travel the country talking to retailers, several themes come up over and over when we talk about building, cultivating and maintaining great relationships between wholesalers and retailers. The themes are nearly the same whether I talk to a store owner, a bar owner or a restaurant operator. The themes are nearly the same on the East coast as the West Coast. The themes are nearly the same for the customers with mature businesses as they are for those with emerging businesses. To that end, and because building great relationships is a marathon not a sprint, I have perhaps one of my most important lists yet: 26.2 Things Your Customers want you to Know, Understand, Realize and Appreciate
Earn Your Customer's Vote
It’s an election year! This November millions of Americans will head to the polls to decide on our next President, either Barack Obama or John McCain. Both candidates have their own individual take (or their party’s take) on the issues - and one thing is for sure. You may not agree with your candidate on all the issues; however, you must like and trust the candidate for him to receive your vote. You must feel comfortable. You must feel that your candidate is sincere, knowledgeable, and committed to receive your vote.
How to Avoid the Perils of Procrastination
You may have noticed that your customers have less disposable time than they used to. You may have noticed that your customer has more on his or her plate these days. You may have noticed that your customers are harder and harder to reach. You may have noticed less patience on the part of your customers.....
Earn Your Customer's Vote - Sincerity
The most successful people in the beverage business understand the trait of sincerity. I’ve had way too many people tell me they were looking out for me only to find out they were taking me for an emotional ride and didn’t care a lick about me. That was the absolute worst! Notice, I’m not calling them liars; instead, I’m saying some people just don’t really mean what they say.
Earn Your Customer's Vote - Empathy
The history of empathy in the workplace is quite interesting. In the old days, we were taught to leave all our heartfelt emotions and spontaneity at the door. There was simply was no room for personal emotions on the job. Today, that dynamic is shifting. It is now understood that friendly service-orientated people often outsell an impersonal-minded sales team
Are your Customers playing Hide and Go Seek?
Recently I was asked the following two questions about my experiences as a wine, beer and spirit retailer: Did you ever hide from a sales person? What made you hide from a sales person? Yes, of course I hid from sales people and I remember exactly where I hid. In the warehouse, most likely, right behind a pallet of vodka or something similar. The why part is a little more complex.
10 Ways to Improve your Retail Business in Tough Times
Yet another sales report – the newest retail sales numbers are due out this morning. Analysts’ estimates are all over the board with many expecting same store sales to be flat. Most of the key independent retailers I speak to say they’re holding their own. With the economy in the tank (at least – that’s what the economists say!) and gas prices still pretty high – retailers must be on the lookout for ways to improve their businesses, without spending a lot of money. For some the goal is improved sales; for others the objective might be simply to keep the doors open. Now more than ever all the little personal touches that identify independent businesses may really go a long way in the battle for survival.
Not Exactly a "Breath of Fresh Air"
All is well in the Rosen household. Josh is back from camp (reunited with his brothers) and the CUBS are 24 games over .500, leading the Milwaukee Brewers by almost 4 games. Speaking of Milwaukee, last Friday my wife and I picked up our son at camp in Southern Wisconsin. On the way home we stopped at a gas station. As we pulled in the parking lot I immediately noticed the big brewer’s beer truck. On the way to the bathroom I encountered the salesman sharing one of the most profanity-laced stories I’ve ever heard and I grew up in a liquor store
Opening the Lines of Communication
My oldest son is away at summer camp. Haven’t seen him in 2 weeks, 1 day and 13 minutes. He’s 13 – and this is our first experience having a child away. Josh (in all his teenage wisdom) has opted for the "very limited" communication package. Let’s just say I can count the letters using just a few fingers. Anyway, I miss the little man terribly.Apparently, Josh enjoys this lack of communication but it begs the question – do you enjoy when your distributor or supplier fails to communicate with you?
When Customers Say "NO!"
When presenting a new product – if he customer says no is it ok to re-present the same product at a later date?
What do we do well as a Company?
"We think we’re providing too much service." I hear that a lot these days. Distributors confide that they want to offer great service but that the cost of certain "perks" has really escalated in this environment. Most notably, they mention things like running out to an account because they forgot to order enough product or because they didn’t place their order in time. The little touches that are harder and harder to provide these days.
A Day at the Apple Store
My son Josh and I are quite impulsive. (That may be putting it mildly) In part because he was leaving for overnight camp but more so because we’re a bit short on patience, he and I headed for the Apple store last Friday morning to buy our new IPhones. We arrived at 6am or so and got in line. At that hour, the line was already pretty long. As you may have heard from various media reports, the day didn’t go so smoothly for Apple, AT&T or their customers for that matter.
Another New Start for Dominick's
Those of you that have heard me speak may remember my Surviving the Middle Miles concept. In a marathon the toughest miles are in the middle of the race – the part of the race where the excitement of the start has faded but you can’t yet imagine the taste of the finish line. This is where the real race begins. This concept occurred to me last year as I shopped at the local grocery store. They were having a grand re-opening.
Sales Question of the Week - Do we Cross over to the Dark Side?
Q: My competitor consistently undercuts me by giving away hats, lights, and glasses not to mention cutting a few pennies off a case here or there. Cases seem to fall off the truck at random and miraculously end up in the customer’s stock room. What do we do? Do we cross over to the dark side? We want to run a legitimate (and lawful) business but find it hard to compete.
How to Manage a Growing Product Portfolio
A few weeks ago, Union Liquor Company closed its doors leaving Chicago with 2 major distributors. It was a momentous day in the landscape of Chicago distributors to say the least. Union had an extensive beer selection and many of those brands have moved to smaller local distributors giving those sales people even more to sell! It doesn’t matter if I’m out East or down South; I always hear a similar refrain from sales people. How do I manage a steadily increasing portfolio with my already voluminous amount of items?
The Good Way to Deliver Bad News
"I’ve got good news and bad news." Ever heard that one before? It doesn’t matter where you sit in the 3-tier system; everybody has to say no, and say it frequently. Maybe you’re contemplating a price increase. Maybe you’re out-of-stock on the hot new beer. Whatever the case, delivering bad news is painful, stressful and lots of other bad things.
Sales Question: How to Stand out among Sales People?
In a recent workshop I shared with my audience the need for sales people to stand out and to be memorable in at least one positive way. After the session a young sales person asked what she could do to stand out?
Are Your Sales People Listening?
Summer is here – full of summer storms and sky-high temperatures. To be sure, it’s a vital time of year for the alcohol beverage business – especially the beer business. Every week or so sales managers bring their teams together for a sales meeting and have to ask and answer the inevitable question - Is anybody listening?
Get the Answers to these 26.2 Questions as Quickly as Possible!
Do you ever wonder what your customers are thinking? In the past I’ve advised sales people to learn what thoughts occupy the minds of their customers (so that they can be more helpful); however, this concentrates largely on what your customers are thinking about their own businesses. This week I am asking you to examine what your customers are thinking about your businesses.
Interview with Binny's Beverage Depots Michael Binstein
For years and years my fiercest (and most despised) competitior for Chicagoland's wine consumers was Binny's Beverage Depot. Binny's has 22 stores and big plans for growth in the Midwest. They recently opened the largest superstore in the State in the growing South Loop area of Chicago. In an event that never would've taken place just a few short years ago (selling makes strange bedfellows), I sat down with Michael Binstein, the owner of Binny's. Michael Binstein, a former Washington political reporter took over the family business in 1995 after the death of his father, Harold. Here is part 1 of our interview.
How to Use Data Effectively
The following question was posed to me recently: I have all this data. What do I do with all of it? Do I show it to my customers? I still believe that when you provide too much information, key data gets lost in the translation. It’s all about how you make your presentation. Here are a few tips.
26.2 Ways to Ruin your Beverage Career (Part 2)
’m happy to present the final 13 miles of this article plus the final straightaway. Beverage Sales People can be easily separated into the winners and losers by the items character traits listed right here...
The Good and Bad in On Premise Sales
Celebrated my 42nd birthday over the weekend and my wife and I had dinner at the new Westin Hotel near our home. While we were dining, the General Manager introduced himself so I took the opportunity to ask him to identify the traits that separate the best and worst beverage sales people. Here is what he said.
Husbandly Duties on Mother's Day
Yesterday I went to the ACE Hardware to buy some light bulbs. It’s one of my husbandly tasks on Mother’s Day! Anyway, the ACE Hardware has been there for many years. I remember going there as a child. A lot has changed since those days, (loss of hair, waist size) and chief among those changes is the emergence of massive hardware stores.
Is it Menial or Major?
My buddy runs a chain of great beverage stores and the other day he witnessed something that really threw him for a loop. A "stock guy" loaded a heavy keg of beer into a customer’s car, smiled warmly and proceeded to stop and pick up a piece of trash before heading back to the store. Here was somebody with tasks most would classify as menial, yet this business owner was truly amazed by what he saw and how he felt. For a moment, the planets were out of alignment.
My customer is very strong-willed. How can I get through to him?
There are commonly thought to be 4 distinct personality types. Your customer sounds like a "driver"…
26.2 Ways to Ruin your Beverage Career (Part 1)
I picked up a great book at the airport in Philadelphia the other day. The book's title (How to be a Complete and Utter Failure in LIfe, Work and Everything) caught my eye and I bought for flight home. As the plane made its way to the runway, I started compiling a list of behaviors that ruin beverage careers.
26.2 Ways to Ruin a Beverage Career (Part 1)
I picked up a great book at the airport in Philadelphia the other day. The book's title (How to be a Complete and Utter Failure in Life, Work and Everything) quickly caught my eye. I made my purchase and no sooner had the plane hit the runway and I was busy compiling a list of behaviors that ruin beverage careers. Do the opposite and things will go MUCH more smoothly for you...
Is it OK if I don't have the answer right on the tip of my tongue?
Absolutely! You will look better with a thoughtful accurate answer than you will with a rushed reply that is wrong.
26.2 Ways to Retain and Motivate your Best People (Part 2)
Continuing with last week's theme, here are the final 13 ways (plus the final straightaway) to help your company keep terrific people right where they belong: On your payroll!
How to Avoid the Curse of Complacency
Have you ever been complacent? Have you ever been very happy with a situation, only to realize later that things weren't really so great? It's been my experience in almost 20 years of business that at one time or another, all businesses fall into the complacency trap and as the song goes, you never realize what you have until it's gone.
26.2 Ways to Retain and Motivate your Best People (Part 1)
Recently, my local wine store lost a terrific wine professional. I bought my wine from him and I know he was salt of the earth. He grew up on a farm, if that tells you anything about his work ethic. Whenever I shopped, he was always very busy, but could stop on a dime to help me find a new syrah or zinfandel when I needed help....
Should do a Power Play (I mean..Power Point)?
Too often sales people mistakenly assume that the customer wants the "dog and pony show!" I think power points should be renamed power plays. Too often I've seen suppliers show up and literally take over the room and dominate the time for their propaganda shows. It’s obnoxious.
The Magnitude of a Simple "Hello"
Many years ago we had a spirit expert that was "top shelf!" He worked for our retail wine and spirit company for several years before we inadvertently gift-wrapped him and handed him over to our closest and fiercest competitor.
Are your Sales Associates like Vending Machines
No doubt about it. These are challenging times. Consumer sentiment is low and fuel prices are high. Conventional wisdom suggests that in times like these, consumers tighten their belts and entertain more at home requiring additional trips to their favorite retailer. The result: retailers have additional opportunities to either shine or push people away forever. The consumer experience is more important than ever!
26.2 Mistakes Beverage Sales People Make and how to Avoid them!
ast week during one of my "Think like a Retailer" workshops a young sales person asked me to speak about some of the most common mistakes I noticed during my 25 years in retail. As you know, one of my most sacred core beliefs is to create an environment where your customers do business with you not because they have to but because they want to. To that end, sales people that act like trusted partners rather than self-serving pretenders stand a much greater chance of becoming their customer’s trusted advisor.
7 Core Beliefs about the Beverage Business
As I travel the country talking to wine, beer and spirit distributors and suppliers, I notice that the most successful companies share the same core beliefs....
26.2 Things your Customers May be Thinking Right Now
I spend a lot of time at Staples these days. Seems like I'm always buying paper and binders for my presentations. Thankfully, there’s a Starbucks conveniently located right next store. Today, the line was out the door. Wow, a long line for a $4 dollar cup of coffee? That shouldn't surprise any of us but I did notice something that got me thinking this morning.......
Things you don't Say to your Customers
While the goal is to build, cultivate and maintain solid, profitable, enjoyable relationships with your customers, there will always be certain topics that are best to avoid; certain places where the prudent don't go. Certain things you just don't say. Here a few situations I remember from all my years as a retailer.
Understanding Empathy
The history of empathy in the workplace: In the old days, we were taught to leave all our heartfelt emotions and spontaneity at the door. There simply was no room for personal emotions on the job. The dynamic is shifting. It is now understood that friendly service-orientated people often outsell the manipulators.
26.2 Ways to Help your Customers be More Successful
How many of you measure your success by the level of your customer’s success? In other words, if we went around the table at your year-end sales meeting and asked each person what he or she achieved, would anybody mention the word customer when laying out his or her achievements? Sales people that win the customer loyalty marathon measure their success by the successes that their customers achieve.
Who Cares? You have to buy from us!
That’s an actual quote! Seems like it was just yesterday. We were talking about a program for a popular domestic beer when the conversation turned sour and he blurted out these unfortunate words. I was stunned! Clearly, I understood that I had to buy the beer from his company (if I wanted to carry it); but his attitude shocked me to the core.
Tequila - Beyond Myths & Legends
Long ago, in earth earliest days, humans found their world bathed in darkness. The evil goddess Tzintzimitl had consumed the sun and all its light. Quetzalcoatl, the god of redemption and giver of life, was angered by Tzintzimitl’s deed and ascended to the heavens to give battle. While pursuing Tzintzimitl he discovered Mayahuel, her beautiful granddaughter who was being held against her will. Quetzalcoatl instantly fell in love with Mayahuel and returned to earth with her at his side......
An ounce of appreciation...
just received a thank-you note from a well-known beer supplier whose name goes back almost as far as the earliest suppliers in the business. It was a handwritten note thanking me for my book, and it took me completely by surprise.
Seeing the Finish line for Retailers
I was at the Beer Summit in San Diego Sunday and Monday. Some of the people there asked me just what does it mean to See the Finish Line so, as I set in for the long flight back, I started to make another list for you. In a nutshell, seeing the finish line is mostly to do with how you treat your customers - whether you're a distributor, supplier, wholesaler or retailer.
Seeing the Finish line for Distributors, Suppliers and Wholesalers
Crossing the Finish Line for the distributor, supplier and wholesaler community. In a nutshell, 26.2 ways to have your customers do business with you, not because they have to but because they want to
Roger......Roger
Are you following the saga with Roger Clemens and Andy Petitte? Both have been accused of putting steroids and other bad things into their bodies......
26.2 Ways to Hire a Winning Workforce - Parts 1 & 2
As promised, here are the last 13 miles in the race to hire a winning workforce. Be sure to download the FREE PDF that can be accessed by clicking on this link
New Product Scenario - Rufenbrau's newest beer "Dos Bananas"
Many readers have asked me to throw together some thoughts on how to approach placing new products into accounts. While not nearly the end all, here are some thoughts on that subject in the form of a situation/analysis/solution format.
Simple Tips for Handling the "Better Price" Objection
"Why do they have a better price than us?" Ever heard that one? Even though price is rarely the ultimate reason for buying anything, every day executives comb the sales ads looking at their competitor's prices. So what do you do when they ask this difficult question? And yes, I've actually heard every response in this article...
Sensational Selling Strategies
I am typing this article on my new Mac Book Pro. That’s right! I took the plunge and listened to my 12-year old. For years he has been trying to convince me to "switch sides" and give up my PC...
Simple Strategies for Turning Unhappy Customers into Happy Customers Part 2.1
Last week we started delving into the subject of unhappy customers. To be sure, we have all had them at one point or another in our business careers. In Part One, I defined some reasons why customers develop an attitude. Today, in Part Two, I will make suggestions about how to change your customer’s attitudes and perceptions for the better. Actually, since this topic is so important, I am breaking Part Two into two parts! Confused? Well, handling difficult customers is so important to your success that we’ll take our time with it.
26.2 Questions to ask while Driving around Today
Your customers and Sales Managers just called. Turn off the radio, put down the Blackberry and finish the mocha frappuccino. Instead, ask yourself these 26.2 questions. Answer honestly and start down the path to greater sales success!
Handling Difficult Customers - Part 1
Has a customer ever yelled at you? Has a customer ever called you a moron, a liar, a cheat? Anybody ever asked to speak to your boss? What about this: has a customer ever hung up the phone on you? Said unimaginable things to you via email? I suspect some or all of these unpleasant things have happened too many of you in your careers. If they haven’t, just wait. They will.
26.2 Tips for Selling at Tantalizing Profit Margins!
Your prospects, customers and clients don’t buy everything at Costco….It’s no secret that price is important. But is it the only thing that people care about? No! If it was, then your prospects, customers and clients would buy everything at Costco! They don’t, and the reason is that many other variables loom equally as important when your customers spend amounts big and small.
How to Make a Positive First Impression
All salespeople should read this article about one of my strangest salesperson memories. I remember the meeting like it was yesterday. A new wine supplier was stopping by the store to show us his line of Australian wines. We were excited! Australian wines were gaining in popularity and we welcomed the opportunity to feature some new varietals; especially a line that had earned good reviews.
26.2 Tips to be a Better Communicator in 2008 (Part 2)
Enough people have asked me to help them communicate more efficiently so here it is! Last week we handled the first 13 miles in Part 1 of 26.2 Tips to be a Better Communicator in 2008. Today, We’ll cover the final 13 miles and the all important last .2! Can't forget the last 385 yards. As usual, feel free to pass these tips along to anyone that might find value.
26.2 Tips to be a Better Communicator in 2008 (Part 1)
Enough people have asked me to help them communicate more efficiently so here it is! Part 1 of 26.2 Tips to be a Better Communicator in 2008. We’ll cover the first 13 miles today, primarily improved phone communication skills (and a few other things), and finish up next week with more about electronic (email) communication. As usual, feel free to pass these tips along to anyone that might find value.
10 Sure Fire Ways to Improve your Customer Relationships
Following these 10 rules will improve your businesses. Remember to make your customers feel comfortable. Always do the right thing by them. Be honest and ethical. Treat the first and last touch points very seriously. They can make or break the entire service encounter. It is just way, way too easy to lose our most precious commodities, our customers. Keep these rules in mind and the end result will be a happy, healthy business. You will cross the finish line with your customers.
6.2 Rules For Creating Comfortable Customers
Learn 6.2 rules for making your customers feel comfortable. Isn’t that the goal in business? Isn’t that the objective in personal relationships? To make other person feel comfortable? We naturally gravitate to people that make us feel good!
26.2 Reasons to Say Thank you this Thanksgiving
Is it important to appreciate our customers and each other? You bet it is! According to William James, appreciation is the most basic, and most important, of all human emotions. In honor of Thanksgiving, I've compiled a list of 26.2 reasons to say "thank you" this holiday. Most of the reasons are serious, some tongue in cheek but the message is clear. Find reasons to say "thank you" every chance you get.
The Name Game
The ability to remember names is essential in both business and social situations. It builds instant rapport and friendship, and it doesn’t cost a penny. With your associates, very few acts convey more respect or are as flattering. Do you have a special memory of someone unexpectedly addressing you with your name? Maybe it was the boss on your first job? How did it feel? Did you have a little more kick in your step the rest of the day? Did it make you smile? Treat your associates to that same feeling.
Confessions of a Middle-aged Office Supply Thief
You may see me on America’s most wanted tonight. You see, I inadvertently stole some batteries from the local office supply store. No, I’m not going as Al Capone this Halloween! I could blame the store (for my petty thievery) but I will take full responsibility. Practice what I preach; isn’t that how the expression goes? Fine! It was my fault. Here is what happened.
A Tribute to Fred Rosen's lifetime in the Wine Business
Douglas McArthur once said that "old soldiers never die; they just fade away." But the general never met my dad, who this week begins his own process of fading away after serving on the front lines of wine and spirits retailing for three generations. As you may know, my family recently gave up control of the business we operated for many years. I started writing and speaking and he stayed to help the business he built.
Appreciate Your Customers and Show it!
We’ve all been in the following situation. You’re carrying a briefcase or bag, yet you gamely hold the door for somebody in the middle of a driving rainstorm and that person fails to appreciate your efforts. No smile, no gesture, no acknowledgment of any kind. How does that feel? Be honest! It aggravates me to no end. I crave appreciation just as much as the next guy.
Phone Skills 101
Equipping your associates with the proper phone skills is paramount to having happy customers and a successful business. When the phone rings, the first (and possibly the most important) customer "touch point" occurs. Of course, there are many individual touch points that make up the overall experience. Are all important; however, getting off on the right foot can effectively lay the groundwork for the whole encounter.
Nurturing Customer Relationships
To be on course with your customers, you must constantly be looking up to see if you are going the right way; if you are doing the right things! I call the act of communicating with your customers nurturing customer relationships. In the retail wine business, we excelled at this. We treated our customers the right way. We got to know them. We forged bonds and relationships. We knew that all things considered, people would rather do business with a friend. We became friends with our customers.
A New Start for Dominicks
At the local Dominick’s, high on the wall up above is the following phrase: "Serving Northbrook since 1974." It’s true! My family moved to Northbrook in 1974 and we were among the first shoppers at the store when it was new. In the 30-plus years that have followed, the store and local grocery industry have changed rapidly. Long ago Jewel and Dominicks were the obvious grocery choices.
Apple Hits Grand Slam!
Those who know me know that I like my cell phones! It should not come as a shock to learn that I finally broke down and purchased the iphone. I resisted as long as I could (and longer than my family imagined), but in the end, the curiosity got the best of me. I have to say, it was a revealing experience. Many news reports detailed long lines and activation hassles; I experienced no such trouble.
Greeting Customers Sincerely
Nothing can start an encounter off on the right foot like a warm greeting. Too often, we make our customers feel unwelcome by greeting them with poker faces. We make them feel like an interruption when we should, in fact, be thrilled that they have chosen to call us instead of our competition.
Meeting Tangible Needs
Delivering unparalleled service means meeting customer needs. It's simple, but not easy. Much of the time, when we lose customers, it is because we fail to address our customer's tangible needs.
Little and Big Commitments
People who do not keep little commitments don’t keep big ones either. Winning, profitable companies constantly inspire customer confidence by their actions, and always conduct business in a trustworthy manner. They keep their word. Commitments that are kept create repeat customers, and repeat customers create profit.
The Power of Delighting a Customer
A thoughtful gesture can delight a customer and result in enormous good will toward your product or service. I witnessed something spectacular that improved my philosophy about caring about customers. With one simple act, a colleague of mine created buzz that money could not buy!
When Customers Don't Speak Up
"Everything is fine, thank you!" Have you ever had an awful, ridiculous experience in a restaurant or store, or on the phone, and when questioned about your experience, answered that way? Responded that everything was great when, in fact, it was quite the opposite. It's happened to me more times than I care to admit.
Business Etiquette 101
Good manners put customers at ease, and comfortable customers come back. One way to genuinely create better results, and the resulting increased profits is to appreciate your customers.
Good Customer Service - Simple, But Not Easy
Perseverance is the key to winning long-term customer support. To ensure customer satisfaction, and to keep them coming back, is simple, but it is not easy. When the right environment is in place, and the right processes are in order, and the environment and processes are predictable and repetitive, customers will return again and again.
The Price Wasn't Right!
Excellent customer service and respect for the customer are the same thing. To deliver excellent customer service, we must respect that our customers have choices and do everything humanly possible to keep them as customers.
Signs for Success
Positive, helpful signs welcome customers and lead them to buy. It's the little things that count and add up to success that make customers happy and keep them coming back. That first customer touch point, your signs, is vitally important.
