Get Bizucated

Embrace technology, cut down on drive time

At the risk of being redundant with recent reports, gas prices are on the rise.

What does that mean for your customer service? I've been reading where some small businesses, primarily delivery services, have started doing one of two things: including a gas charge in their fees, or simply not servicing areas that are more than 30 miles away.

I just mentioned in last week's post about not cutting your prices, and I'm here to tell you that charging a gas fee isn't the route to take, either. Customer service is the key to ALL business success. If you keep the customers happy, they'll keep coming back for more. Remember this was discussed here. If for a moment you can look past the increased costs of doing business and envision ways to keep up with the demands of the customer and help stabalize cost, embracing technology is the way-to-go.

Maybe now is a good time to evaluate the customers that you serve. This isn't a one size, fits all approach. The project manager at XYZ Accounting may not mind conducting project meetings via video teleconferencing (VTC), whereas the sales manager at XYZ Foods breaks down at the thought of having to appear on camera...

The first step is to realize what technology options such as gotomeeting and web video conferencing are available to you and which would be a good fit for you and that particular customer. Once you understand this, have a conversation with the customer about how much you value their business and how important it is to you to keep costs down and being able to keep the processes moving, then introduce your new meeting and follow-up options.

I know that I may  be making this sound more dramatic than it is, but my motive is to get you to think of what's possible outside of raising your fees or charging extra fees to visit the customer. I'm BIG on customer service and I don't think that the customer should have to pay to receive this feature. Get creative and keep the lines of communication open.  You'll be glad you did.

Keep the learning going...pass it on!

~Peter

Going for the discount during a recession

Are you a bit confronted or tempted to cut your prices during this economic downturn?

If so, you are not alone. Professional services companies are faced with this reality, too. Today, I'm here to spare you the anxiety of possibly cutting prices. Freddy Nager over at
Atomic Tango, a creative strategy agency, gave these reasons why cutting your prices could do more harm than good:

1. It sends the message that you've been ripping your customers off all this time.
2. It means you'll have difficulty increasing your prices to "normal levels" when the economy starts jamming again.
3. It kills your profit margins, so you won't have the cash to do what might really make a difference to do during a recession: better marketing.

Freddy's blog also shares the importance of marketing the value of your services. Which leads me to my next point...

Yes, times are tough in this country, but don't lose sight. Remember who you are, what your product or service brings to the market, and how it's making a difference in the businesses of your current customers. It's time to visit Sales 101. Don't let a prospect pigeonhole you into lowering your prices, instead gently remind them of the customers your product or service has already helped (name-drop) and stick to your story.

Keep the learning going...pass it on!

~Peter

What's a cup of "Joe" worth to you?

Have you ever stopped to wonder about that? When you meet with a prospect at the local coffee shop,
that eventually turns into business...what's the dollar value of that cup of Joe?

Before I go there, I must say that getting to that cup of coffee has a lot to do with what you said yesterday, last week or last month that even got you the meeting. What you used as your pitch plays a HUGE role in how you plan to keep the pipeline full of prospects/business. The key to keeping that script fresh in your mind is to rehearse it as often as possible. Perfect practice makes perfect.

Look beyond the $4.85 Vanilla Latte...how many of those Lattes led to a new account? It's all in how you look at it. In fact, if you stopped reading this blog and went to your local coffee shop right now, you'll most likely see business happening all over the place. Those conversations you'll witness are far more than coffee.

Having a perfect elevator pitch isn't about big words and confusing jargon, it's about truly understanding your target market and having the ability to tug at their core emotions in 30 seconds or less whenever you're asked the coveted, sometimes dreadful, "What do you do?"

I found a useful tool to help hone in on my elevator pitch.  Practicing what you're going to say allows you to break away from the unneccesary information and get to the point of the message.       

If your coffee talks are down, maybe it's time to take a look and a listen. Grab a buddy, pitch and ask for feedback. Your pitch is your ticket to getting more time over coffee and in turn, greatly affecting your sales goal.

Keep the learning going...pass it on!

~Peter                                                                                                   

Catching up and choosing content

It has been a while. What has everyone been up to? For me, work, consulting, creating rich content for training sessions and meeting inspiring professionals.

Now, it's time to get my newsletter, a project that I've been talking about for quite some time, off the ground. My team and I have been tossing ideas back and forth: What will it include? When will we get it out? What should it look like? How often do we publish it?

I want to know what you think. Any ideas on what should be included in this newsletter?

I'm looking forward to your feedback. Don't be shy. Please send me topics you would like discussed.

Keep the learning going...pass it on!

~Peter

Going Global Part II

Gaining an international presence in your industry is a process that doesn't have to be long and drawn out. It just takes some proper planning and stamina. I'm hoping that my thoughts will give your company the boost it needs to get out there...in a major way.

Here's a picture of me [BELOW] presenting to a team in

Hungary

.

In this game, there really are no rules, you make the rules. The tips that I'm sharing with you are the rules that we've [Bizucate] established to help us win this game of playing in international markets. Here are my other tips:

1.GET OUT...visit your chosen country and see what it's about

2. Make yourself aware of the economic markets and conditions of that country as part of your Going Global research

3. Decide why you want to go global (as part of your number 3 below). Is it to see something in another country, have something produced/developed there) or both? It will drive your research efforts

These tips are a great way to realize the culture and really measure whether your selected country would benefit from doing business with you. This gives your company an edge and a true understanding of what you're getting into. Again, you want your motives for doing business in the selected country to be crystal clear so when asked, you will be able to communicate the company's objective(s).

The next BIG question is how long should it take before your company is actually delivering its product or service? That time is up to you and your team. Like anything, you want to craft your plan, talk to as many companies or contacts who are already global, and take measurable action. To keep the idea of going global exciting, check out the blogosphere. I've recently discovered this blog doingbizabroad and international business is the primary topic.

Do you have any ideas about going global or other great blogs focusing on this topic?
Leave me a comment.

Until then, create your plan and stay focused on the vision.

Keep the learning going...pass it on!

~Peter

Trends Discussion 2008: Going Global

This is a topic that’s been on my mind for quite some time. In fact, I’m going to make this a two part series because I have some things to share with you about the benefits and some down sides, but mostly benefits, of doing business abroad…

Did you know that taking your business global could be the largest driving force in your revenues? If you’re properly positioned before take-off, I can almost guarantee it will be a ride worth taking. Other countries are dying to buy our services and/or products. Bizucate billed six countries last year and that experience exceeded my vision for where I’d plan to take my business in 2007, not to mention getting the visas, racking up on frequent flyer miles and operating on completely different time zones. Now that I think about it, things were pretty busy for us on the international front last year.

We buy services abroad, we sell services abroad and we travel abroad so why not do business abroad? Dell and IBM weren't afraid to do it and look where it has gotten them. I know the first thing that usually comes to mind when I talk about crossing the seas is HOW?

At Bizucate, the bulk of our international alliances were formed through larger corporations that contracted us to train their team.  I have to say that had it not been for these major powerhouses, I’m not sure if we would have been able to hit the international markets as strongly as we did. Crossing international markets is doable if you have a systematic approach. In case I've sparked some interest of new possiblities in the way you do business, I want to share four tips to encourage you to get started:

1. Know what your company has to offer

2. Strategically choose partnerships with a major firm, organization or business who has international offices and who could benefit from your service

3. Define your international strategy and make them known to your partners, when the time is right

4. Know your price points, is your company willing to shell out eight grand for an airline ticket to present a one hour speech?

More tips to come in my next post. In the meantime, I hope this really gets you thinking about international companies who could benefit from the service you provide.

Tell me, why aren't you doing business abroad? If you are, what are your thoughts about it? 

Keep the learning going...pass it on!

~Peter 

Trends Discussion 2008

Now that we are making our way out of the “New Year” I think it’s safe to say that 2008 has hit the ground running. Have you made a difference in the lives of your customers’ businesses yet? What’s stopping you? Who’s stopping you?

Time is ticking so I want to challenge you to be forward thinking in your approach as we are just four weeks away from the closing bell of the first quarter.

At Bizucate, I'm finding that in order to add value, it's essential for me to sell and deliver for at least two hours out of my day. What does that mean for my business and my customers' businesses? It means that all this talk about a recession show us that we should take the time to add to our pool customers by making those follow-up calls and carving out new business opportunities, while delivering what we promised to our current customer base. In no way should hard times be an indicator to pay special attention to your current or potential customer base. Be proactive.

The trend for 2008 is to keep the current customer happy and constantly adding new customers to the mix.

I’d compare the selling and delivering component to the likes of a mother loving four children all the same? Surely, doesn’t she love one more than the other? Selling and delivering operate in this way, when you’re out doing the presentations, or trying to make a sell all while giving your current customers what they deserve, it makes it impossible to love one more than the other, well, almost.

Let’s start with what’s necessary and add value in the way we do business.

Keep the learning going…pass it on!

~Peter

Consulting 101

Have you ever stopped to think… what is a consultant?

I’ve been pondering the true definition of this profession myself and according to the dictionary, it is defined as a person who gives professional or expert advice. In fact, there are a ton of how-to websites for one who might consider this practice. For me, a consultant is someone who gives perspective.

People pay therapists to provide perspective about a current or past situation in their lives.

And in looking at it this way, I started thinking about the independent contractors that I hire to help keep my company going, and the truth of the matter is I can do everything that I pay them to do. All I’m doing is seeking perspective. Gaining perspective gives you a choice.  Having a choice gives you the freedom to reach your full potential.

Is that what being a consultant entails? 

I think it pays to have perspective or receive a different point of view.  When you really look at it, all of you are my consultants or anyone who comments on a blog can act as a consultant.  You’re comment simply validates that particular thought or challenges the blogger to see the topic in a different light. The spring of technology and its access has put all of us in the driver’s seat, and that’s something to be excited about. 

Keep the learning going...pass it on!

~Peter

Passing on the Knowledge

I wanted to share and recommend my current reading list to you and your customers. Check out the new Bizucate Recommends in the left margin, the links will take you straight to Amazon.com so you can browse the reviews and get your own POV.

I have yet to get my hands on the recently released, Godin Book, which is next in the series from the Marketing Maven.

When was the last time you kicked your presentations up a notch? Have you ever spent any time "thinking" about how to present? I thought so. Be sure to check out my latest find, The Exceptional Presenter: A Proven Formula to Open Up! And Own the Room by Timothy Koegel. Get it, read it and share the lessons in it by making exceptional presentations!

Lastly, I'm working on a new executive presentation called Living at the Speed of Business and Vince Poscente's The Age of Speed: Learning to Thrive in a More-Faster-Now-World nails a great approach to it.

If you read any of these and have an opinion, leave me a comment, I want to know.

Keep the learning going...pass it on!

~Peter

What's the "Cost" of Good Customer Service?

A huge part of business is about relationship so why not invest in the relationship approach with our customers? I usually measure my customer relations factor with a simple scenario: Following up well after the sale has been completed, and the invoice submitted and paid. That takes some dedication and it’s not easy. Staying in touch takes time and commitment and it‘s easy to get bogged down in getting new business and being most concerned about the next
“big deal”.

There’s no escaping the fact that we must have a plan in place to touch our customer base. Coffee once a week, picking up the phone and calling from time-to-time, an eNewsletter or mailing out a holiday card every year, something must be done and it has to be planned or it just won’t happen.

When the economy is at its peak, many companies take a slash and burn approach to customer service because it seems that under every rock there are new business prospects just waiting in the wings. With the state of the nation slowing down, a slash and burn approach can upset end of year projections.

What is the cost of good customer service? Dollars aside, I think it’s about understanding what your customers value – it’s about sticking your neck out to give them what they want. Many things in life are measured by time or money. Most of us are more willing to give of our time than we are money and in the case of offering good customer service, I think it requires a little of both. It takes time to plan what you’re going to do and actually implementing the plan. The money part is usually consumed by the actual plan or by you taking the time to put the plan into action.

Whatever you decide, don’t let the cost of good customer service discourage you, get creative. There’s an abundance of options and ideas out there that have been created with people like us in mind who are out to take things to a different level when it comes to how we run our business. See what you can find.

Keep the learning going…pass it on.

~Peter