by Mark Bowser
There is a customer service philosophy known as underpromise; overdeliver. That is a motto of the champion. It is one of the pillars of success. If this philosophy is so important then what does it mean and how do we live it? Well, let’s break it down and take a look at it.
First of all, I believe it means we have to give ourselves a little grace period. Let’s say it normally takes you two days to do something for a friend. What I recommend is telling them that you will have it done for them no later than three days. Why three days? Because there is a little guy named Murphy. Now, from time to time Murphy comes to visit us. He brings with him his own little law known as Murphy’s Law which basically says if something could go wrong it will. If you said you would have it done for them in two days and Murphy comes and messes everything up and you’re late then your friend is upset and your credibility is weakened. On the other hand, if you say you will have it done no later than three days and Murphy shows up and delays the progress, you still have a chance of getting it done on time because you have given yourself a little grace period. You see, by saying no later than three days, you give yourself options anywhere between day one and day three. What if you tell them you will have it done for them no later than three days and Murphy doesn’t show up and you get it done for your friend in two days? Your friend is thrilled. You are terrific. I know there are going to be times where you can’t give yourself a grace period, but when you can underpromise; overdeliver.
The next thing this philosophy says to me is that we have to take responsibility. United States President Harry Truman had a sign on his desk. It read, “The Buck Stops Here!” President Truman made that popular, but do you know the historical heritage of that statement? It goes farther back in history than Truman. Where it comes from is in the old days when they were playing cards. What they did is they would use a buck knife. They would put this knife in front of the next dealer. The buck stops here. The responsibility stops here. Over the years, they quit using the buck knife. They would use a coin instead, like a silver dollar. They still referred to it as a buck. That is why some people say that they have ten bucks in their pocket.
Years later, President Truman put that sign on his desk saying that he was taking responsibility for everything in his administration. If something went wrong, then he would fix it. If he couldn’t fix it then he would take the heat. The buck stopped with him. He was responsible. Where does the buck stop in our lives? Are we always looking for a scapegoat? Do we always have an excuse? Is it always someone else’s fault? The champion has the courage to take responsibility and action to back it up. The buck stops with us!
The third element I believe we can take from this philosophy is that we must “go the extra mile.” You have probably heard that statement all your life but do you know the historical perspective on this one? Let me give you a hint. It is older than the last one. Doesn’t help? Well, why don’t I go ahead and tell you. This saying is around 2,000 years old. It is a Biblical term. It comes from the teachings of Jesus Christ. It has to do with Roman law. In Jesus’ day, Roman law said that if a Roman soldier came up to you and said, “Carry my armor!”, then by law you were required to carry his armor for one mile. If you didn’t comply then he could probably kill you. So, as you can imagine, most people carried the armor but they weren’t too pleased about it. They weren’t too fond of the Roman soldiers. Rome was a conqueror. These soldiers were a representation of their bondage. They despised the soldiers. So, they weren’t too pleased or pleasant as they carried the armor. Well, Jesus turned things upside down. He told the people of Israel to carry the armor not only one mile but two miles. Give them more than they expect. Shock them with kindness. Give that extra effort. The result of this was fantastic. History records that when Christianity was spread to the Roman Empire, it was spread through the Roman soldiers. When we give that little extra effort, spend that extra moment with a friend, or do something that needs to be done even though it is not our job to do it, then wonderful things happen. It changes not only the lives we touch, it changes ours’ as well.
We’ll get it painted for you!
I have a friend who really taught me what it means to “go the extra mile.” His name is C.A. Bridges. At the time of this story, C.A. was the service manager at Tom Wood Lexus in Indianapolis, Indiana. A number of years ago, I was having trouble with my car. The clear coat was pealing off the hood of my Chevrolet Berretta. It’s not supposed to do that. The car looked like it had a sunburn. So, I went to my local dealer and I showed then the paint problem. The body guy said, “That doesn’t fall under our warranty for that kind of paint problem.” In other words, I am out of luck. I will have to pay for it myself. Well, I was sharing this with C.A. and he let me vent then he said, “I think we can help you out at Lexus. Bring the car into me and we will get it painted and you won’t have to pay for it.” C.A. explained to me that the guy who does the body work at Tom Wood Lexus also does overflow body work at Dan Young Chevrolet also in Indianapolis.
I drove my very badly painted Chevy Berretta onto this luxury car lot. I’ll have to admit, it kind of stood out. I don’t think they left it outside very long for obvious reasons. What I think they did behind the scenes was get the car to Dan Young Chevrolet where the car began to be worked on. Even when there was a delay on when the car would be finished, C.A. arranged for me to get a rental car free of charge. When the car was done, I drove off in a very beautifully painted Chevrolet Berretta.
What did I get out of this experience? I got help. I got help in an area I couldn’t help myself in. What did C.A. get out of this? Well, I am sure he got that warm feeling most of us get when we help someone in an area we know they couldn’t help themselves in. How about Tom Wood Lexus? I wasn’t one of his customers. What did he get out of this? For one thing, they get a lot of public relations. I have shared this story with seminar audiences all over the country. But they didn’t do it for that reason. You see, this was years ago, my speaking schedule was not near as full as it is today. There was very little PR to give. Also, I don’t think Tom Wood himself ever knew this took place. He has empowered his team to do the right thing---“to go the extra mile.”
You can have my pants
A few years ago, I had a very strange experience on a speaking engagement in Indianapolis. Since I was still living in Anderson, Indiana at the time, about 40 miles northeast of Indy, I decided I would grab one of my suits and drive down the night before and stay in the hotel where the seminar was going to be held the next day.
I was relaxing in my hotel room and something hit me---you better check your suit. I got up and walked to the closet in my hotel room. At first glance, the suit looked fine. After more detailed scrutiny, I realized I didn’t have any pants. What happened to my pants? I knew I had brought them. Where could they be? I then realized what had happened. I had carried my suit in a hanging bag from the cleaners. The type that has no bottom to it. My pants had fallen off the hanger somewhere from my home and the hotel room.
What am I going to do without any pants? Well, I decided I had better look in the hotel. I went down to the parking garage and retraced my steps---no pants! I then went to the front desk and asked if anyone had found any pants. You can imagine the looks I got.
The hotel was a Hyatt Regency in downtown Indianapolis so it also had shops in it. I asked when the shops opened. Big Problem! Too late the next day to be of help to me. Then something amazing happened. I guy behind the front desk heard what was going on. He said, “I have some pants in the back. You can wear my pants.” TALK ABOUT SERVICE! I wore this guy’s pants all the next day. They were a little big, but at least I had pants.
Underpromise; overdeliver! What a concept. If every individual and every organization would adopt this philosophy then our success would be guaranteed. So, where does the buck stop? It stops with us! Success is our choice. That’s the mark of the customer service champion.
Monday, August 25, 2008
Friday, August 22, 2008
Sales Training: Success & Positive Thinking - A Champion Turns the “IMPOSSIBLE” Into A “POSSIBILITY”
by Mark Bowser
Have you ever felt that something was impossible? Have you ever thought that it couldn’t be done? Have you ever said to someone that they didn’t understand your situation. That it was different and that is why it can’t be fixed? Well, my friend, if you have ever felt that way, then let me ask you a question. Are you sure it is impossible? Or…could it be a POSSIBILITY in the making!
In 721 B.C., King Hezekiah of Jerusalem probably felt he had a mountain that could not be overcome until he was forced into the possibility. Has that ever happened to you? Life throws us a curve where our only option is to choose the possible option. That is what happened to King Hezekiah.
In that year of 721 B.C., King Sennacherib and his mighty Assyrian army began to attack the nation of Israel. His strategy was to conquer the coast and Galilee thereby cutting off Jerusalem’s escape routes. Then he would waltz into the mighty city and crush the opposition. Immediately, King Hezekiah called together his leaders to discuss how to deal with this Assyrian threat. He knew Jerusalem was in danger and that they must come up with a defensive strategy.
The first thing they did was to fortify the city walls and build up their armament of weapons. But would that be enough? King Hezekiah knew their most vulnerable spot would be the water supply. If the Assyrians could cut it off then Jerusalem would fall in short order. The only source of water for the city was a spring found at the bottom of a hill outside the protected city walls. How were they to keep it safe? They would have to dig a tunnel through solid rock starting from inside the city wall to the spring.
Meanwhile, Jerusalem was running out of time. The confident Sennacherib and his Assyrian army were advancing swiftly. There wasn’t time to dig the tunnel. They would never finish on time. That is when King Hezekiah was forced into his “possibility” option. The Israelites needed two work crews to dig the tunnel, one inside the city wall digging toward the spring and one digging from the spring toward the city wall. It was there only choice to finish before the Assyrians arrived. But how would they ever wind their way through the 1,700 foot long jungle of solid rock and meet each other in the middle? It seemed impossible. All the Israelites could do was believe…and dig.
One morning, just before the Assyrians arrived to attack the city, one of the work crews heard something. What was it? Were their ears playing tricks on them? It sounded like pick axes! It couldn’t be…or could it? Amazingly the work crews had dug their tunnels and met in the middle only one foot apart. Because of their protected water supply, Jerusalem withstood the attack and King Sennacherib and the Assyrian army returned home with their tales between their legs.
What have you labeled “impossible” in your life? What have you been negative about? Well, I challenge you to take another look at it with fresh eyes. It may not be as impossible as you think. You might only be one foot away from reaching your dream.
Have you ever felt that something was impossible? Have you ever thought that it couldn’t be done? Have you ever said to someone that they didn’t understand your situation. That it was different and that is why it can’t be fixed? Well, my friend, if you have ever felt that way, then let me ask you a question. Are you sure it is impossible? Or…could it be a POSSIBILITY in the making!
In 721 B.C., King Hezekiah of Jerusalem probably felt he had a mountain that could not be overcome until he was forced into the possibility. Has that ever happened to you? Life throws us a curve where our only option is to choose the possible option. That is what happened to King Hezekiah.
In that year of 721 B.C., King Sennacherib and his mighty Assyrian army began to attack the nation of Israel. His strategy was to conquer the coast and Galilee thereby cutting off Jerusalem’s escape routes. Then he would waltz into the mighty city and crush the opposition. Immediately, King Hezekiah called together his leaders to discuss how to deal with this Assyrian threat. He knew Jerusalem was in danger and that they must come up with a defensive strategy.
The first thing they did was to fortify the city walls and build up their armament of weapons. But would that be enough? King Hezekiah knew their most vulnerable spot would be the water supply. If the Assyrians could cut it off then Jerusalem would fall in short order. The only source of water for the city was a spring found at the bottom of a hill outside the protected city walls. How were they to keep it safe? They would have to dig a tunnel through solid rock starting from inside the city wall to the spring.
Meanwhile, Jerusalem was running out of time. The confident Sennacherib and his Assyrian army were advancing swiftly. There wasn’t time to dig the tunnel. They would never finish on time. That is when King Hezekiah was forced into his “possibility” option. The Israelites needed two work crews to dig the tunnel, one inside the city wall digging toward the spring and one digging from the spring toward the city wall. It was there only choice to finish before the Assyrians arrived. But how would they ever wind their way through the 1,700 foot long jungle of solid rock and meet each other in the middle? It seemed impossible. All the Israelites could do was believe…and dig.
One morning, just before the Assyrians arrived to attack the city, one of the work crews heard something. What was it? Were their ears playing tricks on them? It sounded like pick axes! It couldn’t be…or could it? Amazingly the work crews had dug their tunnels and met in the middle only one foot apart. Because of their protected water supply, Jerusalem withstood the attack and King Sennacherib and the Assyrian army returned home with their tales between their legs.
What have you labeled “impossible” in your life? What have you been negative about? Well, I challenge you to take another look at it with fresh eyes. It may not be as impossible as you think. You might only be one foot away from reaching your dream.
Thursday, August 21, 2008
Sales Training: Silence in Selling
By Mark Bowser
Have you ever met a noisy salesperson? I mean the person that just keeps talking, and talking, and talking. How would you rate their sales presentation? Is it any good? One way of gauging it is do they close a lot of sales? My gut says that they most likely don’t close as many sales as they should and here is why. Sales and success expert Brian Tracy said, “The only pressure that you use in a professional selling presentation is the presence of silence after the closing question.”
Let me put it this way, if you speak before the prospect after you have asked your closing question, you more than likely will sabotage the sale. Why? Because at this point, your entire presentation has driven the prospect to the intersection of your closing question. Your prospect is at the crosswalk waiting to cross the street. If they answer your question in the affirmative, it is as if they have decided to cross the street. If they answer “no” then it is as if they chose not to cross the street.
The key is this, many times when you drive them to this intersection with your presentation, at this point, you don’t know if the crosswalk light says “Walk” or “Don’t Walk.” Your closing question will give you this information if you stay quiet. Let the prospect roll it around in their mind for a couple of minutes. As a sales professional, you have to get comfortable with silence. If you aren’t comfortable with silence then it is as if you barreled through the intersection and ran over your prospect as they were crossing the street. So, have you ran over any prospects lately?
Have you ever met a noisy salesperson? I mean the person that just keeps talking, and talking, and talking. How would you rate their sales presentation? Is it any good? One way of gauging it is do they close a lot of sales? My gut says that they most likely don’t close as many sales as they should and here is why. Sales and success expert Brian Tracy said, “The only pressure that you use in a professional selling presentation is the presence of silence after the closing question.”
Let me put it this way, if you speak before the prospect after you have asked your closing question, you more than likely will sabotage the sale. Why? Because at this point, your entire presentation has driven the prospect to the intersection of your closing question. Your prospect is at the crosswalk waiting to cross the street. If they answer your question in the affirmative, it is as if they have decided to cross the street. If they answer “no” then it is as if they chose not to cross the street.
The key is this, many times when you drive them to this intersection with your presentation, at this point, you don’t know if the crosswalk light says “Walk” or “Don’t Walk.” Your closing question will give you this information if you stay quiet. Let the prospect roll it around in their mind for a couple of minutes. As a sales professional, you have to get comfortable with silence. If you aren’t comfortable with silence then it is as if you barreled through the intersection and ran over your prospect as they were crossing the street. So, have you ran over any prospects lately?
Wednesday, August 13, 2008
Sales Training: Financial Freedom - Commissions Are Better Than Wages and Profits are Better Than Commissions
By Mark Bowser
Commissions are better than wages and profits are better than commissions. Strong statement. But why is this true? Well, with a wage, you make the same no matter how hard your work (at least for the short term and then if you don’t work you get nothing.) With commissions, the harder you work, the more you receive. The better you get and you receive even more.
Profits are better then commissions because this is where the lion’s share is found. There is more risk when you own the potential profits but there is also more reward. You also have more control to change things for the better. Remember, there is no success without risk. Profits are where the fortune is found. I go for the profits and so my fortune is secure. How about you?
So, how can you get started down the road to profits? Here is some great advice from America’s foremost business philosopher Jim Rohn. Take your weekly income and live on only 70% of it. Take the other 30% and break up as so:
10% for church and charity
10% for passive investment such as savings, a Roth IRA, Mutual Funds, etc…
10% for active investment to make a profit.
This is how the last ten percent works. Buy and Sell. Buy something and try to sell it for a profit. Today, we have the advantage of so many places where we can sell products. For example we have eBay, Amazon, your websites, flee markets, just to name a few.
Maybe today, you can’t live on 70% of your income. Maybe you are in a place where your expenses are that high. Maybe you need to start out with 3%, 3%, 3%, and live on 91%. But you have to start somewhere if you truly want to be financially free. My advice is to get up to the 10% for church and charity as soon as possible. When you honor God with your first fruits, then He will honor you with more opportunities and blessings.
Start today for your future. Little by little is all it takes. Commissions are better than wages and profits are better than commissions.
Commissions are better than wages and profits are better than commissions. Strong statement. But why is this true? Well, with a wage, you make the same no matter how hard your work (at least for the short term and then if you don’t work you get nothing.) With commissions, the harder you work, the more you receive. The better you get and you receive even more.
Profits are better then commissions because this is where the lion’s share is found. There is more risk when you own the potential profits but there is also more reward. You also have more control to change things for the better. Remember, there is no success without risk. Profits are where the fortune is found. I go for the profits and so my fortune is secure. How about you?
So, how can you get started down the road to profits? Here is some great advice from America’s foremost business philosopher Jim Rohn. Take your weekly income and live on only 70% of it. Take the other 30% and break up as so:
10% for church and charity
10% for passive investment such as savings, a Roth IRA, Mutual Funds, etc…
10% for active investment to make a profit.
This is how the last ten percent works. Buy and Sell. Buy something and try to sell it for a profit. Today, we have the advantage of so many places where we can sell products. For example we have eBay, Amazon, your websites, flee markets, just to name a few.
Maybe today, you can’t live on 70% of your income. Maybe you are in a place where your expenses are that high. Maybe you need to start out with 3%, 3%, 3%, and live on 91%. But you have to start somewhere if you truly want to be financially free. My advice is to get up to the 10% for church and charity as soon as possible. When you honor God with your first fruits, then He will honor you with more opportunities and blessings.
Start today for your future. Little by little is all it takes. Commissions are better than wages and profits are better than commissions.
Wednesday, August 6, 2008
Sales Training: The Ultimate Sales Secret
Good morning folks!
Today, I have a short little article to warm your heart and to put a spring in your step. Enjoy!
Sales Training: The Ultimate Sales Secret
By Mark Bowser
What is the secret to sales success? When it is all said and done, at the heart of the sales champion is Brotherly Love!
The nine fine-tuned athletes lined up at the starting line. This is what they had trained for. The race was the 100-yard dash. As the gun was raised, tension filled the air. BANG! The gun was fired. The athletes broke out in an awkward trot instead of a graceful gait. You see, this was the Seattle Special Olympics. Special was an understatement for this race of champions.
One of the contestants stumbled and fell to the ground. The young boy began to cry. The other eight athletes heard the cry in pain. They paused, turned around, and went to help their fallen comrade. One girl with Down Syndrome kissed the fallen athlete. She said, "This will make it better." They helped the little boy to his feet and they all joined arms and crossed the finish line together.
That is what being a sales champion is all about. Care for your prospects and you will be more successful. As Zig Ziglar says, “You can have everything in life you want, if you will just help enough other people get what they want.” The true victory in sales and in life is brotherly love.
Today, I have a short little article to warm your heart and to put a spring in your step. Enjoy!
Sales Training: The Ultimate Sales Secret
By Mark Bowser
What is the secret to sales success? When it is all said and done, at the heart of the sales champion is Brotherly Love!
The nine fine-tuned athletes lined up at the starting line. This is what they had trained for. The race was the 100-yard dash. As the gun was raised, tension filled the air. BANG! The gun was fired. The athletes broke out in an awkward trot instead of a graceful gait. You see, this was the Seattle Special Olympics. Special was an understatement for this race of champions.
One of the contestants stumbled and fell to the ground. The young boy began to cry. The other eight athletes heard the cry in pain. They paused, turned around, and went to help their fallen comrade. One girl with Down Syndrome kissed the fallen athlete. She said, "This will make it better." They helped the little boy to his feet and they all joined arms and crossed the finish line together.
That is what being a sales champion is all about. Care for your prospects and you will be more successful. As Zig Ziglar says, “You can have everything in life you want, if you will just help enough other people get what they want.” The true victory in sales and in life is brotherly love.
Tuesday, August 5, 2008
Sales Training: Self-Esteem and Sales Success
Good morning my Sales Friends!
I hope your sales week has started out very, very strong. One of the greatest assets a sales champion can have is a high self-esteem. Enjoy the following article on how self-esteem and your sales success are linked together.
I hope your sales week has started out very, very strong. One of the greatest assets a sales champion can have is a high self-esteem. Enjoy the following article on how self-esteem and your sales success are linked together.
Sales Training: Self-Esteem and Sales Success
By Mark Bowser
In the world of selling (and in every aspect of our lives) Self-dignity and self-esteem are the greatest needs of every individual. Respect and a belief in oneself are vital if you are going to reach the top ten percent of sales professionals.
Gary Smalley and John Trent tell a wonderful story in their book In Search of the Blessing. The story is from the Civil War. One of the greatest heroes for the Union Army was General Chamberlain. He was very brave. He had nine horses shot from under him, was wounded many times, and was awarded the Medal of Honor. President Lincoln and General Grant respected Chamberlain very much so they chose him and his men to be the honor guard for Confederate General Lee’s surrender at Appomattox Courthouse.
When the surrender was complete, General Lee began to ride down the road with Union soldiers standing on either side of him. The Union soldiers began to laugh and make fun of the enemy’s leader. Chamberlain was not going to stand for this. He silenced his men and forced them to stand at attention, present arms, and salute General Lee as he made his way down the road.
Why did General Chamberlain force his men to do this? I believe it is because General Chamberlain understood the power of respect to an individual’s self-esteem. General Lee deserved their respect. General Lee needed their respect. Their show of honor must have put a little joy into what was probably the worst day of General Lee’s life. If we lose our self-respect then we lose who we are and then you will not be successful at selling. General Chamberlain helped General Lee keep his self-respect. My challenge for you and I today is simply this: Let’s go out there and do the same thing for someone in our sales life. It might be a prospect, a customer, or even a fellow sales professional. Who can you build up today?
By Mark Bowser
In the world of selling (and in every aspect of our lives) Self-dignity and self-esteem are the greatest needs of every individual. Respect and a belief in oneself are vital if you are going to reach the top ten percent of sales professionals.
Gary Smalley and John Trent tell a wonderful story in their book In Search of the Blessing. The story is from the Civil War. One of the greatest heroes for the Union Army was General Chamberlain. He was very brave. He had nine horses shot from under him, was wounded many times, and was awarded the Medal of Honor. President Lincoln and General Grant respected Chamberlain very much so they chose him and his men to be the honor guard for Confederate General Lee’s surrender at Appomattox Courthouse.
When the surrender was complete, General Lee began to ride down the road with Union soldiers standing on either side of him. The Union soldiers began to laugh and make fun of the enemy’s leader. Chamberlain was not going to stand for this. He silenced his men and forced them to stand at attention, present arms, and salute General Lee as he made his way down the road.
Why did General Chamberlain force his men to do this? I believe it is because General Chamberlain understood the power of respect to an individual’s self-esteem. General Lee deserved their respect. General Lee needed their respect. Their show of honor must have put a little joy into what was probably the worst day of General Lee’s life. If we lose our self-respect then we lose who we are and then you will not be successful at selling. General Chamberlain helped General Lee keep his self-respect. My challenge for you and I today is simply this: Let’s go out there and do the same thing for someone in our sales life. It might be a prospect, a customer, or even a fellow sales professional. Who can you build up today?
Friday, August 1, 2008
Sales Training: Crawling Your Way to Sales Success
Good morning my Sales Friend,
I hope you have had a great sales week. End it on a high note today. Enjoy this article to help motivate you to more sales success. Have a great weekend. God bless you!
Mark Bowser
Sales Training: Crawling Your Way to Sales Success
By Mark Bowser
Man must learn to crawl in selling before he can walk and one must walk before he can run.
What would happen if a baby attempted to walk before it crawled? Most likely the baby would fall down, right? What would happen if someone attempted to perform brain surgery before he graduated from medical school? The patient would probably die.
Every sales goal has steps to reaching that goal. It is important not to skip too many steps. If you do, you are likely to stumble and fall. There are things we need to learn through the journey. There are things that have to be done before we can move forward. Success in selling is a balance between patience and assertiveness. Find that balance and you will soon find yourself sprinting towards your sales goal.
I hope you have had a great sales week. End it on a high note today. Enjoy this article to help motivate you to more sales success. Have a great weekend. God bless you!
Mark Bowser
Sales Training: Crawling Your Way to Sales Success
By Mark Bowser
Man must learn to crawl in selling before he can walk and one must walk before he can run.
What would happen if a baby attempted to walk before it crawled? Most likely the baby would fall down, right? What would happen if someone attempted to perform brain surgery before he graduated from medical school? The patient would probably die.
Every sales goal has steps to reaching that goal. It is important not to skip too many steps. If you do, you are likely to stumble and fall. There are things we need to learn through the journey. There are things that have to be done before we can move forward. Success in selling is a balance between patience and assertiveness. Find that balance and you will soon find yourself sprinting towards your sales goal.
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