Happy St. Patrick’s Day! Lost in the midst of parades, green beer, and Irish music, there is a story of a remarkable leader. That millions of people still celebrate a holiday honoring Patrick, 1500 years after his death, attests to his success as a leader. How does his legacy have anything to do with business leadership today? Leaders are not born into this world; some may arrive with stronger leadership traits or qualities than others, …
When a new prospect asks you to describe your product or service, how do you respond? How do you get the conversation started so that the prospect is incented to ask how you do what you do? Rather than describing your products or services in response to a prospect’s inquiry regarding what you do, ask if the prospect is experiencing a typical problem that is resolved by your offering. Then, explain how your solutions solve …
Is it authenticity? Is it integrity? Is it vision? How about competency? Or, perhaps it’s inspiration? Why does it matter? From numerous studies, conducted over thirty-plus years, we know that this list of qualities – authenticity, integrity, etc. – defines what people want from their leaders. Believing that their leaders will act in accordance with these values is another matter. When assessing believability, leaders who more consistently demonstrate these values are judged to be more …
There are 3 decisive moments when your opportunity to build trust with a customer is peaked. These moments influence how a customer feels about you, and ultimately impact the depth of your relationship with the customer. We are designed to be “feeling beings” who think, not “thinkers” who feel. As a result, most of us realize that decisions are typically made on the basis of how they make us feel, and then they are justified …
Why do people walk or ride for miles to raise money for a worthy cause? Why do they volunteer to help others rebuild after a disaster? Why do some invest hours in support of a political campaign? For a change initiative to succeed, what is the first step? What inspires change? The common answer to all of the first three questions is that these people believe in that cause, that purpose. They want their efforts …
Have you ever been seduced by a zero price offer? Did it cause you to think about the real value of what was being offered for free, or did you just react to the word “free”? Have you considered using the “free” offer tactic to attract new customers? Would doing so entice the right customers – those who might actually invest in your product or service? Most people find “free” offers to be compelling. They …
Every day, there are moments when you can choose to lead. Most of the time, leadership is more about these moments than it is about accomplishing grand initiatives. Making a difference is all about these moments. When I accepted my first management role, my superior and mentor guided me to the realization that most of my time would now be spent working with people rather than with things. He wanted me to appreciate that success, …
The probability that you will earn a customer’s business increases significantly when you’ve discovered why their stated need is important to them. Does your proposal resolve a problem that helps the customer grow sales or reduce cost? These two alternative goals are really the fundamental choices faced by every business. Whether you provide a product or a service, its value to your customer depends on their goals, and their strategies to achieve them. So what …
If you’re an experienced leader, then you’re already aware of this reality. You’ve learned how it feels to be squeezed between grand expectations and constraints you cannot overcome. Sometimes, despite your best intentions and efforts, you don’t succeed. But failure is a better teacher than success, and when you stumble as a leader, there’s one most important lesson to recall. Negative experiences are humbling. Failure resets your attitude, opening your mind to change and to …
Customers care only about the value you offer them. They ask about your products or services because it’s easier for them to evaluate your offering versus others in terms of features, functions and price. But what they’re really assessing is the value your offering could produce for them. How easy you make it for them to discover this value determines your success in earning their business. Before responding in detail to product and service inquiries, …