“Are you really listening to me?”

This is what everyone is thinking when they are talking to you.

So how do you show that you are really listening? Do you just sit there expressionless? Or do you use active listening skills?

Active listening skills are the fundamental interpersonal skills any person can use. Without these skills you would not be effective in any relationship. There are two areas of active listening skills. The first one is probing skills, they are used to investigate and expand what the speaker has said. The second area is supporting skills; they are techniques that acknowledge what has been said.

Probing skills demonstrate your willingness to listen and shows your interest in what the person is saying. You can use open-ended questions like ‘why’, ‘when’ and ‘how’. Supporting skills reward the person meaningfully for continuing the discussion. You can use statements like; ‘I agree with you.” or ‘I can feel your pain.’

When you start using these techniques you will begin to see the positive impact it will have on those you are speaking with.

When can you begin to improve your active listening skills?

What is the difference between your business and the fire department?

I hope nothing, but I could be wrong.

The fire department gets the little things done in spite of all of their interruptions. When that alarm rings they have to get moving. Is your business constantly putting out the fires of unexpected circumstances?  If you answered ‘yes’, my next question is; why is it that you have so much trouble?

I believe there is one reason that differentiates your business from your local fire department. They (the fire department) are organized. They have developed procedures for all aspects of their operations.

The lesson for you is that you need to build your business around procedures and plans. I say that because it is the only thing that will bring sanity to your business.

Can you see how it makes sense to be proactive by putting together procedures to deal with any unexpected circumstances?

Wouldn’t your business look and act more professional?

Do you feel that you play a vital role when it comes to marketing your business?

The answer is yes. Every action that every staff member takes in any business is all about marketing.

If you play a lead role in your business you had better maker sure that every one of your staff members know how important every action is that they take.

Let me give you an example. A business has a number of trucks with the company name inscribed on them. You are driving down the road and one of their truck cuts you off, do you think highly of the business? Of course not!  The driver of the truck has forgotten that he is marketing the business as he drives down the street.

Can you think of other examples where an ordinary circumstance can turn into a marketing disaster?

How can you play a role in making sure that those circumstances don’t occur?

Have you started something that matters?

Are you working for the money or are you working to make a difference in the world?

Recently a book was published called ‘Start Something That Matters’. The basis of the book is a collection of favorite stories that led to the success of TOMS shoes. TOMS Shoes was started by Blake Mycoskie in 2006. It is a for-profit company based in California. It also operates a non-profit subsidiary called Friends of TOMS. The company designs and sells lightweight shoes and with every product sold, the company will donate a pair to a person in need.

You might be thinking ‘my business won’t allow me to take that type of action’. It doesn’t have to be that type of action. What it needs to be is some action, any action that will make a difference for others that are less fortunate than you.

You may be wondering what has this to do with marketing. It is a proven fact that if you want to live a fulfilled and motivated business life it is done by making a contribution to others without expecting anything in return. In fact by focusing on what you can do for others is far more motivating than some unexciting Mission Statement.

What can you do today in your business that will make a difference in the world?

Does your marketing include customer service?

Over the years I’ve noticed that many companies spend a lot of money promoting their company, product or service.

The wonderful thing is that they are well known in their service area. The saddest thing is that their customer service is atrocious. Let me give you a couple of examples;

• You make a promise to your customer, and don’t keep that promise.
• You promote yourself as the ‘best’ at what you do, then you deliver second rate products or service.

Can you see the challenge with this?

Did you know that according to the BIGresearch survey, 17 percent of customers will leave after a single service blunder? Another 40 percent will leave after two instances of poor service, and 28 percent more are out the door after three. So for 85 percent of your customers, it is three strikes and you’re out.

So what are you doing to improve your customer service - today?