Excerpt from Ethical Intelligence with Bruce Weinstein
We are delighted to share with you this transcribed excerpt from Ethical Intelligence with Bruce Weinstein. This lively and fun seminar will help you learn to increase your ethics IQ not only in business, but in every aspect of your life.
What would you do in the following situations?
Number one: You wake up one morning with the flu. Would you stay home and rest? All right, why would you stay home and rest when you have the flu? Because you don’t want to get everybody else sick. Who would stay home and work? All right. Why would you do that? Because you like to accomplish things, right? So the next question is, who would go to work but avoid socializing with people? And why would you do that? Because of the demand at work? And who would go to work but socialize only with the people you do not like? Well, some people would do that too!
Situation number two: If this is your friend Tommy, and this is Tommy’s new Facebook profile photo…… (laughter). In his profile, he mentions where he works, he mentions the company by name. Would you tell Tommy “I think you should take that photo down”? Why would you suggest to Tommy that he take this photo down? Because he could be risking his job? Who would not say anything to Tommy? Why would you not say anything? Probably because you don’t care what he has on his Facebook profile. And who would press the “Like” button next to the photo? And why would you press the “Like” button? Because that might be you. OK. Thank you for your honesty. Humor is always good in an ethics seminar!
Situation number three: This is one of your employees, her name is Jane, and you can see Jane does not have a particularly strong work ethic.
Excerpt From "Phenomenal Customer Service" by Shep Hyken
We are delighted to share with you this transcribed excerpt from Phenomenal Customer Service by Shep Hyken. This high energy seminar will help you learn how to amaze your clients, make a great first impression, and be a step above the rest when it comes to customer service.
How many of you believe it’s important to satisfy your customers? Raise your hands. Good. Everybody’s hand goes up.
Now let me tell you the reality of the situation: Several years ago, two professors at Vanderbilt University, Anthony J Zahorik, and Roland T Rust, did a study, and what they found was, in certain businesses, not necessarily what all of us do, but in many frontline retail-oriented businesses like a restaurant or a hotel, they say up to 40% of your satisfied customers will not come back even though they’re satisfied. Now that blew my mind. How could that be? I mean, they’re satisfied. Why wouldn’t they want to come back? Bain & Company out of Boston said that number is too low. As a matter of fact, in some businesses, it can be as high as 80%. 80% of satisfied customers won’t come back, even though they’re satisfied. Wow! Now, why is that? Well, it’s simple. Because they’re just satisfied. In other words, it was all right, it was OK, nothing special. To give you an example, Carol, right? It says so on your name badge. Carol, my name is Shep, nice to meet you, I’m going to ask you a question. This is about as hard as it’s going to get. You’re walking into a restaurant, I’m walking out of the restaurant, you say “Shep, how’s the food?”. I say “It’s OK, it’s all right”. In other words, it’s satisfactory if you will. Are you going to be excited to spend your hard-earned money in this restaurant? “Actually no”. Actually no, that is correct, the answer. Thanks for playing the game. Carol said it right. No. Why? Because it’s just OK. If it was great, sure, she’d be happy to, but now she’s going to think twice. She’s gotten this opinion. Yeah, it was OK. It wasn’t bad. It wasn’t great. Let me bring this to a personal level that I think many of us can relate to, who are married especially.
I’m going to talk about my wife, because she’s not in the room to defend herself. This is what happened on our very first date. I was very, very lucky to be able to go out with this beautiful girl, and I went over and I picked her up, and I took her out for a nice dinner. At the end of the evening, I dropped her off at the doorstep, gave her a quick peck on the cheek goodnight, and she walked in and her roommate asked her “How was your date with Shep?”. She could have said “It was OK, it was all right, it was satisfactory if you will”. What are the chances of me having another date with this girl the following Saturday night? I mean, she’s a very popular girl, and the date was just OK. I could see asking her out “Hey, I had a good time, I hope you had a good time too. Would you like to go out next Saturday night?”. And she could say something like “Why don’t you give me a call next Saturday, about five o’clock in the afternoon, and I’ll let you know if I’m free”. Now, the women are all smiling, and some are laughing, and this guy’s going “I don’t get it, what’s so funny about that?”. That’s not what really happened that night. What really happened is when I dropped her off, she walked inside, her roommate asked her “How was your date with Shep?”, she leaned against the dining room table and she sighed. “He’s a dream”.
Excerpt From Networking Skills That Work by Shawna Schuh
We are delighted to share with you this transcribed excerpt from Seminars on Demand - Networking Skills That Work by Shawna Schuh. This fabulous seminar will teach you networking skills that help you win. Maximize the skills and move forward today!
So today we’re going to learn about winning, winning with interactions. Now, there’s one caveat I needed to say. When I’m talking about winning, and we’re going to talk about winning, winning through five different elements, winning all the time.
However, what I truly believe and what I think the philosophy really is, is we cannot win unless the other person also wins. Does that sound like the right thing? I mean, if we’re in here, and we’re going “I’m going to win at all costs”, or “I’m going to win” and we were raised with this “I’m going to win and when we win, someone loses”, we’re in, you’re in a race, a footrace, and other people lose. Is that true?
Well, with interaction, with networking, the only way for us to really, truly win, absolutely win, 150 percent win, is if the other person also what? Wins. Now, I learned this when I was first starting out, and I was SO blessed. So one of the first things that happened to me when I was starting out, I traveled all over the United States, and I learned a lot about different people’s cultures, and I came back to Oregon where I’m from, and somebody said “Well, you know what, there’s this finishing and fashion school, and you should go apply”. Now, I’m young, I’m naïve, a little stupid, and I don’t know any better, so I swung by to see the owner. Didn’t have an appointment, didn’t have a résumé. How good are my chances? “Not great”. Not so good, right? And didn’t have any skills, I didn’t have anybody teaching me this stuff, so, I swung by, and, interestingly enough, the owner actually saw me. She brought me in. Now, I wasn’t even scared. I think there is something about youth, don’t you agree? So I walked in, and I’ll never forget the day that I stepped into the corner office, and this woman, it was a finishing and fashion school, and this woman was in the corner office and this particular building had this gigantic round window which I had never seen before. And I walked in, the woman was completely dressed beautifully, she was a model. She looked great. She was gracious, stood up, and I’m like…(sobbing sounds), I mean I was so out-classed, it wasn’t even funny, and she sat me down and she was very gracious to me. And here’s a couple of things that she said. Now here’s a woman who’s already an owner, she already knows she’s successful, and here comes this little, I don’t know, vivacious, I mean, I was just gutsy, and I walked in, and she said to me: “So, what is it that….tell me about you”. She said: “Tell me what you are about”. And I said “Well I think maybe I could help your business”. And she said: “Well, tell me more. Isn’t that interesting.” And the next thing I know, I’m sharing all these ideas that I had, that I think might help her. She was real smart. And she said “Here’s what I suggest: Why don’t you go put something together, why don’t you create something for us, based on, you know, the conversation we had” and she said “and then make an appointment and we’ll see what you have to say”. Well, immediately, I realized that I had made some errors in that exchange. Have you ever been at an exchange and you know you made the errors? Have you ever been there? And afterwards, on the way home you’re going “OK, I really did that wrong, I did that wrong”. And what are we doing? We’re rating ourselves. But she was smart, see, she was thinking “winning interaction”.
Excerpt from Seminars on Demand - Brain Selling
We are delighted to share with you this transcribed excerpt from Seminars on Demand - Brain Selling by Patrick Schul. This great seminar will teach you how to utilize your brain and give you insight for using other key skills to advance in a business environment.
I got two things, just simply two things I want to do. I want to give you enough information and
insight on the brain of the human, of your buyer, of your boss, of the people that work for you,
that you could be dangerous with that knowledge, and apply it the minute you walk out of here.
And the second thing I want to do, I want to introduce you to a set of levers, and I’m really
focused on increasing sales for people, that’s what I’m all about. I want to teach you how to
increase those sales by understanding your buyer’s brain. Because it is the ultimate, the ultimate
I’ve spent my entire life, since I was 25, either leading salespeople, coaching salespeople,
training salespeople, tens of thousands of them, company after company after company, trying to
teach them how to get different. How to differentiate, because it’s through differentiation that
we win, they would build competitive advantage, and we grow our companies. But in today’s
world, this is getting very difficult. You see, we’ve got a buyer, every day they come in, there’s
at least 15 things waiting on them to look at from one of their vendors. They have lost it. They
can’t stay up with it. You think they’re reading your proposals, don’t you, some of you that are
in sales? Forget about it, they’re not reading anything. But at the end of the day, they’ve given
up. And trying to find a difference in this world, you’re ending up with a broken ass. That’s
what I’m about. I’ve spent my entire life doing that. I have chased that. I’ve gone through
product differentiation, branding, client experience. I’ve tried every way I can to cut an edge,
and I’ve finally found it. I go to the source, the architect. It’s all about the brain. I’ve spent the
last four years studying this little piece of meat, highly efficient meat between your ears. Three
and a half pounds. Weighs less than a dolphin’s brain. Right? The most sophisticated machine
in the world. We’re going to talk about this in a minute, in more detail. I want to give you
enough, I don’t want to turn this into a science convention. I’m here to give you money in your
pocket, that’s all I’m after. Change. I’m going to give you the edge I have. I’ve read, I’ve gone
to the conferences. I’m a salesguy. I am not a scientist. But I can pitch to 400 or 300 year-old
scientists now about how I’ve taken their science and applying it in day-to-day business. We’re
going to learn how to do that tonight.