Business Skills Forum

Adding colour to your message

2009-07-10T00:27:00.001-07:00

I was at a business event yesterday and a gentleman from the venue spoke about what they had to offer (meeting rooms, serviced offices, etc). He was perfectly articulate and had some things of interest to say, but the talk was rather flat. There were at least 3 things he could do to add some spice:

Voice Modulation

His voice was rather flat, with few highs and lows, rather like Andy Murray's. It just gives the impression that you're not particularly excited about what you have to say. Listen to radio presenters - they tend to have nice voices with good dynamics (movement) and expression in their delivery. They sound interested!

Tell a Story

We all have stories to tell, and if you've got instances of clients with unusual problems that you've helped resolve, that works better than a slide showing written testimonials. People like stories, but be careful not to just poach a story off another speaker. It's always better if it's somehow linked to you, making it a more authentic message.

Adding Colour to Facts

I love the way travel writer Bill Bryson writes. His books are brimming with factual information (his research is phenomenal) but it's all delivered in a colourful and amusing way, with metaphors, analogies and personal anecdotes. For example, in A Short History of Nearly Everything, he writes, "Astronomers today believe there are perhaps 140 billion galaxies in the visible universe...If galaxies were frozen peas, it would be enough to fill a large auditorium - the old Boston Garden, say, or the Royal Albert Hall." And on the danger to the earth from passing asteroids..."The arresting analogy that is always made is that the number of people in the world who are actively searching for asteroids is fewer than the staff of a typical McDonald's restaurant."

Wonderful stuff, and if our chap from the office rental company took this on board, maybe he'd portray the size of the firm in a similar way? "We have 176 million square feet of available office space in the North West. That's the equivalent of 348 Old Trafford football grounds."

Don't check my maths - I'm guessing!

If you've got a message to give, put some thought into making it colourful. People will enjoy it and remember it - and that's the point isn't it?

Having something to say

2009-07-06T13:36:00.000-07:00

Once in a while you hear a tannoy announcement that makes you smile, not the normal, droning, couldn’t-care-less variety but something original delivered with genuine feeling. John Palmer works for East Midlands Trains and regularly sprinkles thoughtful ditties among the usual news of arrivals and delays. Commuters in the Leicester Station are treated to the odd philosophical musing or history lesson. “Why is there only one Monopolies Commission?” asks John. According to his bosses the customers love it and it enriches what could otherwise be a forgettable experience.

I also liked the on-board train announcement that went something like: “Ladies and gentlemen, I’m sorry to inform you that both our engines have cut out and we’re unlikely to get them re-started for another hour. However, the good news is you’re not at 30,000 feet!”

I like this Purple Cow approach, something different, something with a heart. Try to find ways to engage with your clients in a way that makes it personal rather than soulless. Check out the Johnny the Bagger story on YouTube.

Upside down management

2009-06-29T04:37:00.000-07:00

For someone who at first sight appears ‘old school’, John Timpson represents a very modern form of management – upside down in his own words.

The man behind the Timpson shoe repair chain gives an extraordinary degree of autonomy to his shop staff, enough shoe lace to hang themselves with, you might say! It’s all part of a philosophy that empowers customer-facing staff to make their own decisions, show initiative and take responsibility for their operation.

Remarkably, staff are allowed to spend up to £500 to resolve a customer complaint, a better scenario says Timpson than a protracted process of passing up the chain of command. He also places great emphasis on recruiting characters, claiming that he can teach anyone how to fix shoes, but can’t implant a personality in a dull person. It’s radical thinking but it seems to work. Too often in business we lack the leadership and vision to do something different, preferring instead to follow the herd.

Take a look at the concept of ‘fishboning’, a brainstorming technique that encourages so-called left brain thinking, the kind of ideas that would get you sacked. It’s often the best approach when you’re stuck in a rut with seemingly intractable problems.

Timpson also challenges us as consumers to visit his stores and haggle for a price. His staff are, he says, empowered to set their own prices – official price lists are only guides and employees are encouraged to use their initiative and do deals. Maybe it’s time to adopt some left-side thinking in your business?

Making it easy to buy

2009-06-28T04:57:00.001-07:00

Last week I attended a fascinating presentation by Jo Leah from Weber Shandwick, one of the the world's foremost PR agencies. She was talking about how to get your press releases used by journalists, and it essentially boils down to what is one of the most fundamental of all business principles - make it easy for the buyer to buy.

And of course that means having a good understanding of how the buyer thinks, what would make him/her choose you over anyone else. Journalists like press releases in just the right form - no more than 250 words in length, e-mail does just fine, and they're looking for quite specific things - are you the first, best, longest, shortest, unique in any way?

If you can think like your target audience, find the things they like to buy and why, and adapt your proposition accordingly, you're well on the way to becoming a successful marketeer.

Open and shut case

2009-06-24T12:54:00.000-07:00

I love the quote by Thomas Dewar of the whisky distilling family, it goes...

"Minds are like parachutes - they only function when open." Shades of the Zen interpretation of learning types (the 4 cups) mentioned in the earlier entry on 25th May 2009. We have a responsibility to teach well, but equally we should all aim to be good learners - cup upright, clean inside and ready to receive the input of wisdom.

Soft skills for hard people

2009-06-21T07:39:00.000-07:00

Interesting article in The Times Careers Section by Mark Hunter (17 June 2009). He talks about a broadening of the criteria required to land a job in IT, which has resulted in an increase in applicants. Traditionally the preserve of the geek, employers are now asking for more rounded skills. He quotes Andy Moverly, UK Graduate Recruitment Manager for IBM, “What we are finding more and more is that the breadth of applications is growing. It’s no longer just those from computer sciences courses but from those with a background in the arts, psychology, history, philosophy, right across the board. We think that is good because they key thing is not the technical skills – we can provide those once you get here – it’s often the softer skills such as adaptability, team working and communication.”

As Anthony Bowden, a support analyst for Cubit Technology puts it, “My job involves meeting clients face to face so I need to be able to communicate well with them. Obviously you need to know what you’re talking about but if you can’t explain it to the person standing next to you, it’s useless.”

Time and again we see companies place great emphasis on ‘hard’ skills while either ignoring or playing lip service to the soft areas of interpersonal skills. As Tom Peters once put it, “Hard is soft, and soft is hard!”

Body language in politicians

2009-06-18T12:04:00.000-07:00

In the Times 'Ideas at Work' section (17/6/09), Carol Lewis interviews best-selling business author James Borg, a communication skills expert. According to Borg, Obama and Clinton beat Gordon Brown 'hands down' on the presentation stakes, a reference to the importance of body language in effective communication. Apparently, Obama speaks in threes, addressing those in front, then those to either side (the human brain likes things in threes, understanding the concept of a beginning, a middle and an end). The President's hand gestures are open, he smiles frequently and the impact is 'charming and powerful'. A master networker, Clinton would make everyone he met feel important, listening intently and, as he walked away, looking back with a wave and a smile.

In Borg's opinion, Brown is 'quite ineffective' with his presentation skills. He appears to have had some coaching, but the way he applies it appears unnatural. He'll often make a chopping action with his hands, symbolising the cutting off of opposing views. Tony Blair used to point a lot, but this conveys a kind of school master-ish telling off. By simply joining his thumb with the pointed finger, he changed that impression to one of emphasising an insightful point.

"Body language is the closest you'll ever get to genuine mind-reading," claims Borg. He warns us not to draw simplistic conclusions from individual gestures - we should instead look for 'clusters' of movements and use body language as just one of the many things that help us form what he describes as 'gut feeling'.

Read Borg on body language and look up Alan Pease too.

Cantona's wisdom

2009-06-08T09:03:00.000-07:00

From footballer-to-philosopher-to-actor...Eric Cantona never fails to impress. This is the man who managed to use the words 'seagulls, trawler and sardines' all in the same sentence, and that was in a football press conference!

I was reading an interview with him in the Manchester Metro today (feature by Ben East), promoting the new Ken Loach film Looking for Eric, and was drawn to comments he made about football mirroring life. "When you pass the ball you have to trust them and it's the same in life. Passing is like communication. But it also gives great confidence to someone else, a pass. We all need this, I think."

It got me thinking about how passing is, in this respect, a form of delegation. To give the ball to someone else means you're trusting them with a job. All teams have to function this way. You can't do it all yourself. The best business managers know this and aren't afraid to trust others with the ball.

We might have been scratching our heads over the fishing metaphor but St Eric's footballing reference in today's press made perfect sense to me!

You can't bore people into buying

2009-06-07T03:57:00.000-07:00

Poor Gordon Brown is plastered over the newspapers again today. A cartoon in the Times shows an aide, holding the phone and saying to a cross-looking PM, "Balls on the line." They are indeed.

What is it about Brown that just doesn't seem to work? Why does he struggle to lead? I think a lot of it stems from his communication style. Thoughtful, fiercely intelligent and committed he may be, but his outwardly dour style simply fails to wow the audience. He says the right words (no doubt prepared for him by skilled speech writers) but they simply don't hear what he says. I'm not sure if I could really tell if he was excited or bored when he talks. It's always dry, monotone and frankly sleep-inducing. Where Obama is dazzling sunshine, Brown is steely grey drizzle.

Speakers have to transfer emotion, to make people feel what they feel. Their words and style of delivery must resonate and demonstrate an empathy for those in the audience. A speech has to move people to a different place, to give them hope, to inspire them to act or to change the way they think. Great speakers are believable and authentic and admired in some way so the audience looks to them for something they themsleves haven't (yet) got.

But that's a tough call if you sound bored when you speak and, crucially, if you don't look as if you want to be there. Brown may have been an iron chancellor but his flawed communication style makes him a paper-thin leader.

Out of the comfort zone

2009-06-06T10:10:00.000-07:00

I enjoyed watching the BBC's Mary Queen of Shops, charting the attempts of retail consultant Mary Portas to revitalise a poorly performing charity shop. The idea was to do for the Save the Children shop in Orpington what she did for Harvey Nicols - and it made fascinating viewing.

The volunteer staff, nearly all elderly ladies with a social conscience, were rather bemused by Mary's attempts to turn them into salespeople. A stint on the market stalls selling cakes revealed how reticent the ladies were to sell - one shrinking violet was a quivering wreck following a flurry of transactions that saw her take more money in an hour than she normally took in a day.

What is it that makes us so fearful of selling? It's a classic case of coming out of our comfort zone, but once there it doesn't seem so bad after all. In fact, it's nothing more than simply having a chat with an outcome in mind. Did the people want cakes? Well, a few of them obviously did. Did they feel better for having eaten one? Very likely - they looked yummy. So if, in the course of a conversation, you can uncover a need and convert it into a want, you've helped someone and won a sale - and that's fun! And if you can't...well what's the worst thing that can happen?

When you settle for the warm waters of your comfort zone you deny yourself so many opportunities. Sometimes you've just got to see what it's like out there - you might surprise yourself.

Lesson from America

2009-06-06T09:46:00.000-07:00

With a nod to the so-called special relationship with our cousins across the pond, it seemed appropriate to invite a Californian to be the guest speaker at our recent Business Skills Forum. Dawn Roberts heads the UK division of First Tee, a charity whose purpose is to teach kids life skills through the medium of golf.

A former diplomat in the US Embassy, Dawn gave us some fascinating insights into relationship building and effective networking. I enjoyed her story (I hope I recall it accurately) about her early days as a diplomat in Romania.

Invited to her first official cocktail party, she got chatting to a charming man and found some common interests, including farming and how to pick out a first rate water melon - turns out he was the Finance Minister! Fast forward a few months and the same minister spotted her across the room at another function, pushing past the American Ambassador to greet her with an enthusiastic, "Dawn, Dawn, so nice to see you again!"

A couple of points here: first, your willingness to chat to strangers (contary to what your mother told you when you were young), your ability to build rapport, tell stories and listen well are all incredibly important business skills. People like doing business with people they like.

Second, the Finance Minister's recognition of Dawn (a junior diplomat encountered months earlier) made her feel special. Great networkers have a 'mental filing system' which enables them to recall names and previous conversations, leaving a favourable impression.

Recognise the importance of these interactions, develop these interpersonal skills and join the ranks of the Master Networkers.

Start a Library

2009-06-01T06:35:00.001-07:00

I’m talking about two types of library here, a real one and a metaphorical one.

Sports writer Simon Barnes (a regular contributor to The Times) is often asked by youngsters what they can do to prepare themselves for a career in journalism – perhaps a media studies course, or a journalism degree. His reply: read, read, read and read some more.

In an age when it’s vital to up-skill and work smarter, it’s a good idea to learn new stuff and indeed shake up your existing opinions by reading the work of others. Writers and speakers like Tom Peters, Seth Godin and Edward de Bono challenge us to question the status quo and their work helps to ward off stagnation. Human beings are instinctively risk-averse and herd-following and, as Godin reminds us, we spend a lot of time in fear of the quick death at the guillotine, opting instead for a long slow demise on the rack!

Build up a personal library of business literature and, to encourage a culture of innovation and self-development, start one up at work.

But what about the metaphorical library? People love stories and it’s a great idea to build up a mental library of anecdotes, things that have happened to you, things you’ve heard. Good stories have a point and it’s a fantastic way to inspire, enlighten or entertain.

Writing for the audience

2009-05-25T03:20:00.000-07:00

In his book The Meaning of Sport, journalist Simon Barnes expresses his admiration for Frank Keating, a master of his art and a former Chief Sports Writer for the Guardian. Most sports journos write from a standpoint of expertise, appearing wiser that the reader. But Keating liked to convey the more human side of competitive sport, describing the weaknesses and foibles of the stars, what they were going through in the pursuit of their goal. He wasn't really writing about pro sport - he was writing about people.

Of course, this gives the reader a glimpse into the psyche of the athlete and allows a more empathic connection between sports fan and sports star. This is a great lesson for any writer. You want to trigger the, "I know exactly what you mean" response in the reader. They'll warm to you and your message.

In Barnes's words, "Sport is played, not by invulnerable superheroes, but fallible humans, battling against fear. Frank saw the Clark Kent beneath the cape."

Are you a good learner?

2009-05-25T03:15:00.000-07:00

In his book Zen Golf: Mastering the Mental Game, Dr Joseph Parent gives us a Buddhist interpretation of student types. There are apparently 4 types of students, each symbolised as 4 types of cups, with water being poured in to represent instruction.

Cup 1
Upside down – the student isn’t really interested and pays no attention. Everything you pour in just spills on the floor.

Cup 2
Right way up but has a hole in the base – the student hears what’s being taught but it doesn’t sink in.

Cup 3
Right way up, no leaks, but dirt in the base of the cup – clear instruction is poured in but it gets cloudy. The student distorts what is heard, using preconceived ideas and prejudices to prevent anything new being learned.

Cup 4
Right way up, no leaks, no dirt. The student is open to new ideas, what goes in is retained and real learning takes place.

What kind of student are you?

Many years ago, a young American footballer complained to one of his team mates that the coach was forever on his back, always giving him a hard time. His colleague replied that the only reason the coach was on the boy’s case was that he thought he had some potential. If he didn’t feel you had something, he’d just ignore you.

The point is that it’s a huge compliment to have a company want to invest in you. They see some potential. You should embrace it. Develop a thirst for learning and a curiosity to learn about yourself and your capabilities.

Why audiences like stories

2009-05-25T02:58:00.000-07:00

“Your purpose is to make the audience see what you saw, hear what you heard, feel what you felt. Relevant details couched in concrete, colourful language is the best way to recreate the incident as it happened and to picture it for the audience.”

Dale Carnegie's words, than man responsible for that most influencial of business books, How to win friends and influence people. Remember that audiences love authenticity, and if they believe this is something you've actually gone through yourself, it feels genuine. Second, human beings find it easier to understand things through storytelling. We've been doing it for years through parables, fables, even cave paintings. Third, it allows a form of emotional connection between you and the audience. They can sense what you felt at the time, because you're relaying it through sensory descriptions. Finally, by using 'concrete and colourful language' you bring the thing to life and make it more accessible, more enjoyable.

Develop the skill of storytelling - it's a fantastic tool for powerful communcation.

A great speech

2009-05-21T08:58:00.000-07:00

If you're feeling a bit flat, or bereft of inspiration, take a few moments to watch this video clip of Sir Ken Robinson speaking at the TED conference (Technology, Education, Design). Sir Ken is described as a 'creativity expert' and has some fascinating comments on how the modern education system is letting us down.

If he ever starts struggling on the creativity front (unlikely) he'd certainly make a great stand-up! Watch, listen and learn how he holds the audience (speaking without notes) and comes across as authoritative, funny, angry, self-deprecating, insightful, inspirational and in awe of others - all in the space of 20 minutes.

Updating the Cow

2009-05-21T08:48:00.001-07:00

Readers of this blog will know how highly I rate Seth Godin, the American marketing guru. I was particularly taken with his Purple Cow book, a plea to companies to strive to be remarkable rather than just good. In today's post Seth informs us he's planning an up-dated version of the book and he's asked for new Purple Cow stories, like the restaurant owner who rides the bus near his place to get the gossip on what people think of his eaterie - then acts upon it.

It got me thinking, "which examples can I think of locally?" And you know what, it's really tough to think of one! I'm sure I'm doing people a disservice here but I'm struggling to think of an example of service that really blew me away. There's plenty of 'good' and an awful lot of 'mediocre' out there, but that's not remarkable - ie 'worth remarking upon'.

We sometimes think that positive word of mouth and referral should come from simply doing a good job, but it's the truly outstanding, the beyond-the-call-of-duty stuff that really gets people talking.

Keep doing the right things

2009-05-19T09:41:00.000-07:00

Einstein once claimed that the defintion of insanity was doing the same thing over and over again and expecting different results. I can see what he's getting at, but sometimes in business you have to keep doing the same things (provided their good things) UNTIL you start getting results.

A good example is in business networking. In times of recession, people tend to think short term because they need some quick wins and an intake of cash. This can lead to more desperate selling in a networking arena - "what can I get out of this room?" The problem with that is that people hate being sold to and although you might get the odd quick win, it's won't create any lasting relationships.

Networking is not a quick win, but a patient process of nurturing. You might not get many fast results, but if you stick to your guns, helping others, taking an interest in them and focusing on how you solve problems for people, the rewards will most certainly follow.

Where sport differs from business

2009-05-13T12:45:00.000-07:00

I spend most of my time these days exploring and extolling the connections between sport and business - what can we learn from sporting success stories like Tiger Woods, Manchester United and the All Blacks?

So it might seem strange that I'm focusing here on two key differences between these two worlds. But I believe these differences teach us profound lessons in business.

Peter Jones, the Dragons Den panellist, serial entrepreneur and ex-tennis coach points out that sport necessarily produces a winner and a loser. It’s the nature of the beast. But in business transactions we should avoid this, we should strive to produce two winners. Each party should benefit from the relationship, as in a sales situation where one person gets a sale and the other gets a solution to their problem.

Second, unlike pro sport there’s plenty of room for creativity in business. Provided what you do is within a broad legal framework, pretty much anything goes. But sport searches for a so-called level playing field, to ensure the best performer comes out on top. And that means a plethora of rules and regulations. It’s rare to see true innovation, but when it comes it makes the headlines – Dick Fosbury’s flop in the high jump, the 180 degree rotational shot put and the side-saddle putting technique pioneered by American golfer Sam Snead. By and large pro sport is constricted.

On the other hand, business positively encourages innovation and creativity and long may it continue. Seth Godin and the like implore us to be different, to create our Purple Cow, to forge our own path instead of following the herd. It's what produced the i-Pod, lastminute.com and sliced bread.

Who's performing for whom?

2009-05-12T01:13:00.000-07:00

I was thrilled yesterday to be asked to coach a group of jazz musicians in their non-musical performance skills. This encompasses both on stage and off stage activities, but it amounts to the same thing - how they interact with their audience.

I happened to be scanning the TV channels the other day and came across 'Britain's Got Talent' (it's hard to miss it's on so much!). There was a singer on the show who talked a good game with Ant and Dec before he went on, lots of confidence - in fact an ego the size of Texas. As he went on stage, he waved to his adoring fans (he'd bussed them in I think), made like he owned the stage, then focused on the panel.

Simon Cowell (or is that scowell?) asked him if he sang professionally and he said yes. Slightly suspicious, Cowell asked him to start and off he went. There was a curious echo behind the singer's voice, as if someone else was singing too - in fact he'd put the wrong CD in the machine, one he'd recorded himself some time ago. There was effectively TWO of him singing.

But the point is that from the moment he came on the stage, he made the wrong impression. In that scenario, the audience like to see someone who's a bit nervous (it really matters to them, life-changing opportunity, etc), talented but anxious, a bit out of their comfort zone but able to pull out a great performance and surprise and delight the crowd. Instead what they saw was an ego who was there for HIM and not the audience.

This is a crucial point about performance. You're there for the audience, not you. They've set aside time, perhaps paid money to be entertained. It's your responsibility not to disappoint them. It's up to you to give them something they didn't have before - an insight, a surprise, a shock, a laugh, a cry. They want to be moved in some way. There has to be an emotional connection and it's up to you to engage with them.

Like in sales or dating, you want your audience to warm to you, to like you. If you're going to succeed, you have to give them something they want. Not something you want to deliver.

Working on the right stuff

2009-05-08T00:27:00.000-07:00

As humans we're always after an easy life! The pursuit of pleasure and the avoidance of pain (our prime motivators) leads us down certain paths, but not always the right ones. Take golf for example. Now golfers share a common desire - to get better - and many devote a great deal of time and resource to lessons and practice. The trouble is, they practise the wrong part of their game!

Statistically, you hit far more short shots (putts, chips, bunker shots) than long ones during a round of golf, and the Short Game as it's called is where the shots are frittered away. Pros will tell you the fastest way to drop your handicap is to practise your short game. But we don't. Why? Because it's a bit boring and we get a thrill from whacking the ball a long way on the practice range.

It's the same in business. We know we should be meeting new people and cold calling and following up on dormant customers - but it's safer and more fun to meet our pals for lunch, to read the paper on the train or put off those calls to make a cup of tea. It's a question of focus and discipline. Decide what's important, draw up a schedule and stick to it. What seems painful usually isn't and often leads us down a pleasurable path.

The Clinton Factor

2009-05-07T23:54:00.000-07:00

If you're serious about improving your communications skills, take a moment to study the masters. Without doubt, Bill Clinton is one of the finest communicators of our age, and actor Dave Gillespie and writer Mark Warren make some interesting observations about how the ex-Pres wows the crowds in their book, The Clinton Factor (communicating with charisma).

They talk about 'circles of concentration' and how the best actors/speakers use these to great effect. In presenting terms, the third circle is the essentially the energy a speaker conveys to the audience. It's a connection with the broad mass, with no one left out, an intangible but powerful aura that illuminates the entire room.

The second circle is when a speaker engages with a single member or section of the audience. It's a connection between two parties, or in filmic terms a 'two-shot' with a pair engaged in dialogue.

The first circle is personal dialogue, more introspective, but of course shared with the audience in a speaking situation - "I thought to myself that I was going crazy, that I must have been here before - but I knew I hadn't". Again, in a movie it might be a scene with no dialogue but you clearly know what the character is thinking and feeling.

Great speakers move effortlessly from one to the other, involving the audience, taking them on a journey, altering pace and tone, moving between light and shade - but always, always telling a story. Read The Clinton Factor and discover some of the secrets of great communicators. Whether you're a natural or not, there's a few tricks we can all learn.

An open playing field

2009-05-05T04:33:00.000-07:00

In sport, if you're really talented and have a little support you can enter the game. There are few barriers to entry if you're the next Tiger Woods or Wayne Rooney. Someone's going to notice you and give you a chance. But traditionally in business, it's been harder to join and compete with the big boys. They've had the advertising muscle, the sales team, the impressive premises and entertainment accounts.

But the internet has changed all that. And as web 2.0 has emerged (self-publishing), the one-man-banders can enter the stage and find an audience. This means the bigger companies can no longer be complacent. Small is beautiful now and in a shifting economy small outfits are faster and nimbler.

The best strategy for established companies (in fact for all companies) is to recognise this shift and start working on relationship building - with clients, with staff, with suppliers. That's the best protection you have in a recession and an increasingly 'open' playing field.

All the world's a stage

2009-05-05T03:45:00.000-07:00

Watch a great performance and you'll marvel at the skills and talent of the 'actor'. But take this concept of performance further and you'll start to see acting everywhere you look. As Shakespeare once said, "All the world's a stage". Sports professionals regularly go on stage and perform under great pressure, often under the gaze of millions of viewers and critics. How do they manage it? Well they practise...a great deal.

Athletes use a three stage process, embodied in the acronym PAR.

P = preparation

A = action

R = review

The A bit is what we're all used to seeing. But rarely do we get an insight into all the work that goes in either side of the performance. The 'before' is all the practice, the skills coaching, the strategy planning and the motivating. The 'after' is the post-match review. "What could we have done differently?"

These less visible activities are the things that make excellence on stage possible. It's a cyclical process that athletes and performers use all the time. What can we learn from this in business?

Well for a start, let's recognise that what we do is a performance. Sometimes it's overt - a speech, a sales pitch, a networking event. More often it's more subtle - when a customer walks into our shop, our restaurant, our office. And once we've accepted that we're actors on stage, let's set about raising our standards. Let's practise our skills and critically (but constructively) review what we do. And let's make this a HABIT. Not something we do once in a while, but something that's part of our daily working routines.

You might not win an Oscar, but you're sure going to have a more appreciative audience!

Rating Obama

2009-05-05T03:24:00.000-07:00

The Independent ran a feature the other day asking selected commentators to rate Obama's first 100 days in office. Appropriately enough, one of those asked was the West Wing's Toby Ziegler (actor Richard Schiff). He recalled a conversation he had recently with a American billionaire, where he asked his wealthy host what he thought of Obama. "Too early to tell", was the gist of the reply. "Let's wait and see how he does".

In typcally feisty Ziegler style, the actor retorted that with that type of attitude the President would surely fail. In his view it was up to all of us to do our bit, to make sacrifices and strive towards a better future.

This has echoes of JFK's famous "ask not what your country can do for you" speech. But for me it also underlines how important it is for us to be pro-active in battling the recession. Too many will default to a 'head-in-the-sand' attitude, waiting for the storm to blow over and the green shoots to appear. But you know what? By the time you stick your head above the surface, you might not have any business left!

There's so much that we can do to increase our chances of survival and perhaps even prosper in the current climate. Work smarter, not harder is the mantra. Invest in yourself, your staff and your customers. And that means talking to them more, listening more and becoming an all-round problem solver.

There's an old Buddhist concept that applies to challenging times. When things get dark, it doesn't mean the sun has gone away. It's just obscured by clouds. Despite the recession, the sun is still there. We just need to work smarter and remove some obstacles!

More than words

2009-04-27T05:46:00.000-07:00

Try this with a bunch of friends...

Have them strike up a conversation in pairs, but there's a rule - they have to speak in gobble-de-gook, not normal language! The results are hilarious, but insightful. You find that it's perfectly possible to convey meaning without using real words. You naturally compensate by using more body movements, facial expressions and vocal dynamics.

There's a lesson to be learned here in business. Firstly, communication is less to do with what you say than HOW you say it. Second, unless you convey enthusiasm for your product or service it's unlikely you'll win a sale. And how do you do that? By the WAY you say it. The important thing is for the words and the STYLE of delivery to be congruent - "we have a great solution to your problem" just won't sound convincing if you deliver it flat. Successful communication is about the all-round package - words + style of delivery.

Plain speaking

2009-04-27T05:25:00.000-07:00

I stayed in New Mills in Derbyshire a couple of weeks back...and discovered it was HQ for the Plain English Campaign! Now there's a cause worth supporting. If you want a powerful take on plain speaking, take a look at Drayton Bird's blog entry today. It's a little bit...irreverent, shall we say, but gets the point across that so much corporate-speak simply makes it harder to understand what's actually being said. What's the point of using words? Surely, to get meaning across? To facilitate understanding?

Here's a lesson for anyone in business who uses words to communicate. KEEP IT SIMPLE STUPID! The KISS principle works. Don't try to impress with complicated language. It just annoys people.

If you're an inventor with a new product to revolutionise the workplace, don't lapse into techno-speak. Use plain English and talk in terms your audience can understand. If they want more technical information, by all means expand on what you mean but initially it pays to keep the message simple. Impress your audience with what you can do for them, not with the complexity of the language you use.

WIIFM

2009-04-27T00:02:00.000-07:00

"What's in it for me?" (WIIFM) is perhaps the most important phrase for the would-be sales professional to have in his/her mind. People are really interested in one thing and one thing only, and that's how your product or service can help THEM. In other talk benefits, not features.

I really like the two key links that sales guru Richard Denny advises us to use. First, 'which means that'... is a great linking phrase that makes us think in terms of benefits. "We specialise in fast, effective teeth whitening which means that you'll soon be feeling more confident about yourself".

Second, try saying "So what?" to yourself after various stages of your 'pitch'. "Our restaurants have highly trained staff." So what? You might then go on to explain that when you ask about various items on the menu, the waiter will be able to give you a full explanation of the dish, which helps you make an informed choice.

People are interested in how you can make life better for them. If you talk to them in those terms, you'll hit all the right buttons.

The Inner Voice

2009-04-23T23:30:00.000-07:00

Watching the Speaker TV series the other day reminded me of a recurrent theme in performance coaching - the 'inner voice'. If you haven't seen the programme, it's a Pop Idol-type format but for kids and it's about developing your public speaking skills.

As one of their challenges, they had to present a 2 minute live broadcast from London Zoo - essentially acting the role of a BBC reporter. But one thing really threw them - the producer's voice in their ear telling them how long they had to go. Broadcasters often claim this was one of the strangest things to get used to when they started out, but we have chatter like this in our heads every day, the so-called 'inner voice'.

It's been described as internalised peer pressure and in performance situations it's usually a major hindrance. We usually tell ourselves what we don't want to do, and guess what? We usually get more of that! Sports stars have to learn to control their inner chatter but it's an issue in everyday life too. For some insights into controlling the inner voice, take a look at the Inner Game series of books from Tim Gallwey and Daniel Goleman's book Emotional Intelligence.

Up-selling

2009-04-19T09:00:00.000-07:00

"Can I interest you in a £1 giant chocolate bar", the check-out clerk asked as I paid for my goods. Did I buy? Did I heck, but I guess a small percentage of the customers will respond positively to such a suggestion.

There's a difference between true salesmanship and going through the motions. You have to sound as if you believe in what you're selling. There has to be some emotional connection between seller and buyer so perhaps we should look at what emotional responses chocolate can inspire? Why do people buy chocolate? How does the prospect of eating it make them feel?

In the Vicar of Dibley, Dawn French reaches for her largest bible during a particularly low moment in her life, presumably in search of some profound wisdom. But wait, there's a cut-out compartment built into the book containing...a large slab of Dairy Milk!

If you're training staff to up-sell, work with them to develop a conversational style that truly engages the prospect and hits their emotional drivers. Maybe it's 500g of 'pure happiness' or 'the perfect pick-me-up' after a hard day? Make it personal ("I find this really works for me...") or funny ("they say chocolate is the ultimate aphrodisiac...").

People are so used to bland attempts to up-sell that such an approach will be a breath of fresh air. Try it...I dare you!

Buying on emotion

2009-04-19T08:45:00.000-07:00

Watching an episode of Dragon's Den today reminded me how much people buy on emotion rather than logic. Two entrepreneurs walked on and gave an impressive summary of their business proposition. Things were going well and the dragons were looking on favourably. Then it all went terribly wrong!

Two things seemed to bug the panel. First, vital information was held back in the initial presentation. They weren't being offered all parts of the business, just the bit that was underperforming. The dragons felt like they'd been had.

Second, presumably in an attempt to impress, one of the entrepreneurs used 'smart language' instead of plain English. It irritated the panel.

At this point the duo was sunk - why? Because they'd caused a negative emotional response in the dragons and there's no way back from there. Trying to be smart and witholding information just makes you look untrustworthy. People respond well to honesty, transparency and plain speaking - never forget that people make buying decisions primarily on emotion rather than pure facts.

Speaker TV series

2009-04-17T08:05:00.000-07:00

If you haven't seen this yet, give it a try while it's still around (BBC i-Player if you've missed some). What a great skill it is for kids to be able to speak in public. This series celebrates that skill and it's a fascinating insight into the art of oratory.

Two things struck me as interesting. Firstly, the best speeches come from the heart. Where it's rehearsed and scripted it all sounds a bit phoney. Audiences want something authentic, so they can see into your soul. Then it's a genuine outpouring of YOU. That's why the best speeches involve no notes and few if any Powerpoint slides. Or if you are going to use Powerpoint, use lots of images and no more than two or three bullet points per slide. Use slides to convey meaning and emotion.

Second, the kids are sometimes asked to make stuff up, to speak off the cuff about a subject they've not prepared. Typically this might involve a prop, randomly allocated. This demonstrates your ability to think on your feet, a key attribute of the best speakers. So how would you talk for five minutes about a tin can, or a pair of sunglasses? The best way is to think metaphorically, not literally about the object. What might the object represent? Maybe the tin can might indicate longevity or homogeniety. Or the sunglasses might be used to talk about image or disguise or protection. It's a damn site easier to talk about these subjects now. You've made the link and off you go!

The beauty of it is you're in charge. You can move that in whatever direction you want. It's just a case of having the imagination and the courage to try.

Goals with a health warning

2009-04-14T04:21:00.000-07:00

We're always taught about the importance of goal setting, and to be honest, most of us would benefit from it. But sometimes the pursuit of a goal becomes so consuming that it blinds us to the bigger picture. We might be harming key relationships with friends, family or colleagues in charging down a particular road. Marshall Goldsmith brings up this point in his excellent book 'What got you here, won't get you there'.

I'm always a sucker for a movie reference and he uses that classic performance by Alec Guinness in Bridge on the River Kwai' to illustrate his point. Sir Alec plays the ultra-obsessed character Col Nicholson, a man driven by honour and professionalism to build a magnificent bridge for the Japanese (a task forced upon them as prisoners of war). When his fellow officers attempt to blow up the bridge to prevent it being used by their captors, Col Nicholson resists until, in a moment of clarity, he utters the immortal line, "What have I done?".

The pursuit of a goal is fine but not if the price is 'losing the war'. That's why it's a great idea to mentally withdraw to a remote place on a regular basis, a point from which the overall picture becomes much clearer.

The power of not speaking

2009-04-13T11:33:00.000-07:00

I've written several times in this blog about the power of oratory and its ability to persuade and inspire. But what about the power of shutting up? If you want one sure-fire way to make friends and have a positive influence on people, it's to develop the power of listening. It's not a passive activity. It's a simple thing to do - ask questions and listen! How difficult can it be? Well quite difficult as it turns out. Trouble is, we have a lot of chatter going on in our heads and we're thinking ahead to what WE'RE going to say next. We just can't wait for our chance to butt in. And besides, it's in our nature to be mostly interested in ourselves.

A rather self-absorbed film actor, reading through the script, once asked his director what he wanted him to do 'in the gaps'. "What gaps?" the director asked. "The bits where other people are talking," came the reply.

But the really great people, the great influencers, are terrific listeners. They have an amazing ability to make the person they're with feel like a million dollars - simply by being totally engaged with them, like they were the only person in the room. Clinton was a master at this.

It's not easy. It takes practice. But it's probably the single most worthwhile habit you could develop to be more successful in life.

Wisdom from Marshall Goldsmith

2009-04-13T11:19:00.000-07:00

As someone who's taught golf for a living, I was surprised and heartened to find this quote in Marshall Goldsmith's bestselling business book, 'What got you here won't get you there'. He writes,"I do not use a golf analogy lightly...I am convinced that in the context of helping successful people get better, nothing is more relevant than golf instruction. Golfers suffer all the symptoms of successful people, perhaps even more acutely".

Goldsmith, one of the world's leading business coaches, specialises in helping already successful people get even better. The problem with most high achievers is actually getting them to admit they have shortcomings, a form of denial and self-delusion mirrored in amateur golf where people invariably assume they can hit the ball further and score better than they can. However, according to Goldsmith, "Golfers, like the leaders I coach, have one singularly noble quality: no matter how good they are, whether they sport a 30 handicap or play to scratch, they all want to get better."

Chopping logs

2009-04-08T03:18:00.000-07:00

I heard Chris Allen, co-founder of Laterooms.com, use this analogy the other day (orginally uttered by Lincoln I think) - "most of the time we're too busy chopping logs when we should be stopping to sharpen the saw!" In a recession it's the ideal time to pause, reflect and work on your skills and attitudes. Smart people do this. Be one of them.

The art of oratory

2009-04-08T03:10:00.000-07:00

If you're in business you have a message to get across. You have to 'sell' an idea to others, to persuade, to influence. Take a look at Alan Yentob's programme on the Lost Art of Oratory via BBC i-Player.

If this is a skill you don't yet possess, there's a serious weakness in your portfolio. Work on it and stand out from the rest.

Making a difference

2009-04-02T14:13:00.000-07:00

I met an interesting lady tonight, an accountant - if that's not a contradiction in terms! Let's call her Sue. She told me that when she was younger she'd been told she'd never amount to anything. Her teachers warned her not to set her expectations too high, that her abilities were limited and that life was often full of disappointments. Despite that, she now runs a successful business, is looking to expand and she's being asked to mentor others too.

She told me that a short while ago she learnt something interesting about her past. To earn some cash she used to do some babysitting and one of her former charges had told a friend about this woman who'd really made a difference to her life when she was growing up. This woman had offered her advice and given her the encouragement to do well at school and it had really helped her. And of course that lady was our accountant friend. When this unexpected feedback reached Sue she was flabbergasted, but elated.

Surely, there can be no greater thing you can do in life?

In pursuit of comfort

2009-04-01T22:50:00.000-07:00

When I'm coaching someone to develop a new habit, whether a soft skill or a better golf swing, I have to start by taking them out of their comfort zone. The continual repetition of their original habit has taken them into a place where they feel 'at home' with that behaviour. In developing a new replacement habit, we'll experience resistance as the client naturally lapses into his/her dominant mode, especially under pressure. But with continual practice and coaching, the new behaviour becomes embedded and we create a new comfort zone - we've effectively 'moved house'.

But beware! What you're really trying to do is make the new behaviour feel 'comfortable' and on the way, you'll occasionally experience some 'nice' feelings that indicate the new behaviour is bedding in. But that could be because you've lapsed back into your old ways. That's where feedback comes in - from friends, family, your coach or perhaps from recording yourself and playing it back.

It's not easy, it requires discipline and lots of support - but it's worth the effort.

Anticipating new needs

2009-04-01T11:49:00.000-07:00

Customers usually have more insight into what they want than you have! Getting closer to them, thinking like them, putting yourself in their shoes is a great habit to get into. But once in a while a visionary comes along and anticipates a need that wasn't previously apparent. Henry Ford once said, "If I'd asked my customers what they wanted, they'd have said a faster horse."

Delivery vs Receipt

2009-04-01T11:26:00.000-07:00

When your job is to deliver something it's easy to lose sight of the true purpose of your role - for someone to receive it! When it's something like FedEx it's fairly easy to judge how well you've performed - speed and efficiency is the prime measure. But if your job is to run a reception desk or coach someone in soft skills, the 'receipt' bit is tougher to analyse. People are really only bothered about one thing - OUTCOMES. Go to great lengths to understand what those desired outcomes are (NHS targets don't necessarily produce better care) and direct your focus on providing true receipt. It doesn't matter what YOU think you've delivered. All that matters is how the intended recipient feels.

Talking to your customers

2009-03-27T14:48:00.000-07:00

Have you ever noticed that people can draw very different conclusions from the same information? Ask ten people to watch a movie and you'll get everything from "what a load of tosh" to "best thing since The Godfather". It's all a question of perspective.

Do you know why your customers like you? Have you ever actually stopped for a minute and asked them? You might be surprised at the responses.

"We have the best products in our price band."
"Our response times for call outs are the best in the industry."
"We run a 24 hour support line."

These are your opinions, not theirs.

Ask your customers and it might be that Bill the delivery man always stops for a chat and a coffee. Or that Sonia who answers the phone is really polite and cheerful. Or that the packages the materials arrive in can be re-cycled or re-used for storing stationery.

Too often we assume we know why people like us but we get the wrong end of the stick. There's a simple answer - ASK!
And of course the clients will love you more for caring.

Test your pitch

2009-03-27T14:28:00.001-07:00

We tried an interesting exercise the other day in the Skills Forum. You'll be familiar with the 'stand up and introduce yourselves' section of a networking meeting. It's often used to sell the value of attending such events - "you get the chance to promote what you do and who you are". We did the same thing the other day - each person on each table of 3 had their 30 seconds of fame. But then we asked each table to agree between themselves what people on another table actually did. They ought to know - after all, they'd just been told!

Of course the trouble is when you're waiting your turn for your 30 second pitch you're mostly thinking about what you're going to say. You don't really hear the other contributions - unless they're really good and truly grab your attention. It was especially revealing when we also asked the OWNER of each business to rate out of 10 how well the others had understood what they actually DID do.

It's effectively a test both of people's listening skills, but also of how well people get across the core elements of what they do. That's what your elevator pitch has to do. Problem is, many business owners haven't actually figured it out themselves yet! And if you don't know, how can you expect others to get it?

Body language rules

2009-03-23T03:10:00.000-07:00

If you're really interested in making a good impression with people, a must-read is 'The Definitive Book of Body Language' by Allan and Barbara Pease. According to the experts, the messages we deliver during face-to-face interactions have much less to do with WHAT is said than HOW it is said, and more particularly what our bodies are doing when we say it!

The truth is, we don't always articulate what we're thinking. If we did - all the time - we'd probably end up with very few friends and very possibly in jail! Remember Jim Carrey in 'Liar, Liar' or Woody Allen and Diane Keaton in their scene on a balcony in 'Annie Hall' (subtitles reveal what each is actually thinking when they speak). To make social interactions work, we learn to mask certain things.

But it's really useful to be able to read the 'sub-text' in situations where we want to get what we want (in a sales situation, or a dating scenario). The Peases reveal the secrets of body language in a fascinating study of non-verbal mannerisms. They point out that the real keys to understanding are the 3 C's:

Clusters
Body movements come in clusters (if you spot just one signal you might mis-judge something, but when it comes with other supporting gestures, you're probably on the right lines).

Congruence
Look for movements that don't match what is being said. If there's a lack of congruence between the words and the body language, they're probably lying!

Context
You must understand the circumstances in which body language is being exhibited. Crossed arms often denote a defensive attitude but if they're shivering at a cold bus stop they're probably just keeping warm!

Most parts of the body (!) are studied in the book, revealing insights like:
audiences don't respond well to speakers who point, but put the thumb and forefinger together and you become insightful.

Those parts of the body that are furthest from the brain are harder for us to control - hence foot tapping!

A false smile only involves the muscles that pull the corners of the mouth up, a real smile ALSO involves the eyes and produces crows feet.

In dating, women initiate flirtation encounters 90% of the time, but do so subtly through eye, body and facial signals to their target. But men are mostly bad at picking them up and believe that THEY are the ones making the first move!

An understanding of body language is crucial in sales. If you're meeting someone at a networking event, putting forward a sales proposition or speaking to an audience, your ability to convey positive body language (and read theirs) is extremely useful.

Take an interest, get curious!

Leave a great legacy every day

2009-03-20T13:14:00.000-07:00

In his influential book 'Seven habits of highly effective people', Stephen Covey talks about the kind of eulogy you'd want to be delivered at your own funeral. What would you want people to say about you? Most of us would want to have achieved something valuable, to have left some legacy or perhaps to have made a positive difference to other people's lives.

But you can use this principle to help steer everyday interactions too. Think of the short term legacies you leave behind every time you interact with people. What sort of impression would you want to leave? How would you want people to think of you?

After an interaction with someone, do you leave them feeling:

deflated, annoyed, irritated, pessimistic, nervous, uncertain, resentful, depressed, heavy?

Maybe we should aim for these instead:

uplifted, inspired, excited, confident, enlightened, curious, intrigued, lighter?

Use this as a measure of how you behave when you communicate with others. Leave behind a short term legacy that makes people glad they'd had that interaction with you and you'll become what sociologists call a 'pull person'. In other words, you become the sort of person people WANT to be around. Now as a manager or a business-owner or a parent, that's worth investing in!

Developing Better Habits

2009-03-19T06:20:00.000-07:00

I came across a piece in the IOD (Institute of Directors) magazine this morning. It concerned the way senior managers were steering their ships through the choppy waters of the current recession. The piece made an interesting point in relation to management style. While the engagement and involvement of staff at ALL levels was essential for riding out the storm, too many managers resort to type under such pressure and lapse back into a 'command and control' mentality.

It reminded me of situations in my sport of golf where players who feel pressure (the classic is 1st tee nerves) revert to their dominant habit, despite weeks of practising a new move! It underlines how much discipline it takes to replace an old habit with a new one. The title of sales guru David Sandler's book 'You can't teach a kid to ride a bike at a seminar' sums it up for me. When you're trying to develop new behaviours, they're only really bedded in when the new one dominates under pressure. And that takes time, motivation, disciplined repetition and a lot of support. But then success becomes, literally, effortless!

Interpreting failure

2009-03-16T12:11:00.000-07:00

The observations of Carol Craig, a child psychologist, were picked up by the media today (Independent 'Opinion & Debate' 16 March 2009) as she warned a headteachers' conference of an alarming outbreak of high self-esteem amongst students! Schools had been "well intentioned" by teaching social and emotional skills, but she was concerned that kids were missing out by not learning from failure. It seems 'the system' is intent on shielding them from failure, lest it damage their fragile psyche. Other educationalists have confirmed the presence of an extraordinary level of over-confidence in some students - in one case, when some mistakes were identified in one student's work, he countered that he, "preferred it my way thanks."

You can draw many things from this - the Independent article itself refers to the trend of viewing students as 'customers' in the educational system, with the obvious nod to the 'customer always being right'. Surely, the writer maintains, the customers are in fact the employers who have to assess the merits of the 'end product?

But it also raises the issue of how we view failure and adversity. Many psychologists point to the fact that human beings are 'hard-wired' for learning. As a child, we learn to walk after persistently falling over. If we're trying to throw a ball into a basket, when we miss with the first one we adjust our aim for the next. The 'failure' gives us a useful reference marker for future success.

Adversity too can be the making of us. It all depends on how we respond to it. Positives will undoubtedly come out of the current economic gloom.

For more on this take a look at Daniel Goleman's work on Emotional Intelligence and dip into the fascinating world of NLP (Neuro Linguistic Programming).

Detachment leads to clarity

2009-03-15T15:08:00.000-07:00

I love this story by Myles Downey from his book 'Effective Coaching'. He describes being on the top deck of a bus travelling through heavy London traffic. As the bus approached a junction he could see from the window that a logjam was forming up ahead. Four cars had got themselves into a tight spot from which none was going anywhere. But Myles could see from his elevated position that if the car at the front just moved a few feet, the car behind could manoeuver...and so forth - the problem would be solved. But of course the driver of the front car couldn't see this from his position and simply got hot under the collar.

It's a nice analogy about the power of stepping out and gaining clarity. The driver had become the problem - but he didn't (couldn't) know it.

The secret of success - wearing the right shoes

2009-03-15T03:12:00.000-07:00

Is there ONE secret to success in business? Well read Dale Carnegie's classic 'How to Win Friends and Influence People. The book did just what it says in the title - it won many admirers and changed the behaviours and attitudes of many managers, trainers and workers.

For me the central theme is this - put yourself in the other person's shoes!

If you can understand (truly understand) the other person's point of view when you're interacting with them in some way, you've got every chance of getting them to do what you want them to do.

Top 10 movies with a business theme

2009-03-14T13:57:00.000-07:00

In no particular order and totally a personal choice. Any other offers?

Wall Street
Glengarry Glen Ross
The Pursuit of Happyness
Jerry MacGuire
Matchstick Men
The Insider
It's a Wonderful Life
Citizen Kane
Trading Places

See also this blog about Teaching and Learning with Films.

And for those looking for some inspiration on presentation skills, take a look at this movie speeches site - in my humble opinion you can't do much better than Jimmy Stewart taking on Lionel Barrymore in It's a Wonderful Life.

Headlines make money

2009-03-14T09:04:00.000-07:00

Headlines sell.

Some of the best copywriters will tell you that at least half of your effort should go into writing your headline. The problem is, as WRITERS we're probably more interested in the content below. But who are we writing for? Us or the reader?

Fact
8 out of 10 people will read the headline copy
only 2 will read the rest

Ideally the headline will make an emotional connection with the reader, suggesting urgency, something fresh, stimulating a desire to read on. Generally speaking, people are more motivated by a desire NOT to LOSE something they already have, as opposed to pursuing something of value which they don't currently have. Therefore a headline like this might get results:

HOW POOR PEOPLE SKILLS COST ONE SALESMAN £2,000 A MONTH - AND HIS JOB

More on headline writing
here and here.

Knowledge is Power

2009-03-14T08:30:00.000-07:00

We're all familiar with the saying, but how can it help you to be more successful in relationship building?

Imagine you're the type of person who keeps up to speed with world affairs, knows 'what's on' in your local area, accumulates plenty of acquiantances (not close friends, just people you know a bit about), reads books and magazines and generally takes an interest in the world around you. Well the good news is you're well placed for making friends in business.

Provided you've really bought into the idea that helping others is the best guarantee of your OWN success (the Law of Reciprocity), and provided your questioning and listening skills are in good shape, you'll be able to spot opportunities to help people. Not necessarily through delivering your own product or service to them, but simply by being helpful. Examples?

"Have you tried the XXX networking group? They meet on the first Tuesday of every month and you'll meet the right kind of people for your service."

"I know a chap who can help you with that. I've used him before when I had a similar problem."

"I came across a web-site/article/blog that's really relevant to what you're saying. It might give you a few ideas."

Result? They'll warm to you and more likely than not reciprocate in some way in the future. But don't ask them to, don't expect it. Just give, give, give and it magically flows back!

Obama - Salesman of the Year 2008

2009-03-11T12:22:00.000-07:00

Was he the 'Salesman of the Year' 2008? Well he didn't do bad did he? In the 'Know, Like, Trust' stakes he's been incredibly successful with parts 1 and 2, and the American public have put their trust in him to deliver.

Obama used innovative techniques to get known - the internet, twitter, etc. He built up momentum. He built up a FOLLOWING.

People liked his message but they also warmed to HIM. After the Bush years it was refreshing to listen to a highly articulate man who made sense and appeared to empathise with his audience.

The trust bit will be tricky. The American people have huge (probably unrealistic expectations) of him, and we have to remember he doesn't have X-ray vision and a big red cape!

But in business, we should always strive to over-deliver rather than fall short of expectations. Good service won't generate referrals - we expect good. It's 'exceptional' that really sells. Look to build solid, long-term relationships. Be a problem solver. Go that extra mile to make your client's life better. It's a great investment and ensures re-election!

The Tom Peters Story - "In Search of Excellence"

2009-03-10T08:26:00.000-07:00

The story of ex-McKinsey consultant Tom Peters and how he came up with Search is a fascinating story, outlined in this excellent interview. It's a series of confessions surrounding the publication of the one of most influential management books of 20th century.

Intruigingly, he now confesses that he's no longer interested in "searching for excellence" - what turns the great man on now? "I'm interested in interesting".

For more on Peters, click here.

Elevator pitch

2009-03-10T08:24:00.000-07:00

During one of the early Business Skills Forums we discussed the importance of the Elevator Pitch, that brief window of opportunity for you to answer the question, "what do you do?". Take a look at this excellent blog entry by Nick Morgan, an expert on successful communication.

He exhorts us to be fun and memorable with our pitch, getting the WIIFM (what's in it for me?) in there early. Do YOU have an elevator pitch? Could you improve it? Remember the first 2 stages of the sales process, AIDA:

Attention
Interest

Invest some time in your pitch - at the very least it's a great way to remind yourself of the essence of what your product or service does for people.

Hidden faces

2009-03-07T06:56:00.000-08:00

Take a look at this picture. A human face? In fact it's a mosaic made up of hundreds of smaller faces.

Think of this as a metaphor for effective business networking. Amateurs try to sell to those in the room. If they don't see a sale looming, they'll lose interest and move on to the next person. Pros always see the 'bigger picture'. Each of us knows a great many people (some 'connectors' have several hundred friends, associates, clients and loose ties). And it's these extended networks you really want to connect with. They're the hidden faces behind the person in front of you. How do you get to them? Through the person in front of you of course!

Use great people skills to develop relationships and those hidden faces will start to appear. If you want to see them, click here.

Stealing attention vs spreading contagion

2009-03-07T02:38:00.000-08:00

There's a concept used by management consultants called 'time theft'. You know how it works - you're in your office and you're on item 2 of your 10-point to-do list when you get interrupted by a phone call/meeting request, etc. It knocks you off course. It's not helping you deal with YOUR issues.

It reminded me of Seth Godin talking about marketeers who try to steal your attention. That's the way traditional marketing has worked - interrupt the movie with an ad, cold call, shove a mailer through the door. His contention is that it doesn't work, it cheeses people off - and it's incredibly wasteful and expensive. Why does this kind of marketing not work? Because in the age of more-choice-less-time we, as sellers, have to work harder and smarter to find people with the right problem. As Godin says, "I'm not interested in e-mail, I'm interested in ME-mail!".

What's the message?
Make your product or service really, truly remarkable ("that which is worthy of being remarked upon").
Work harder and smarter to find people with the right problem (targeting, profiling)
Make them love you.

Then it spreads.

See the Godin clip.

Turn your focus outwards

2009-03-07T01:56:00.001-08:00

Until last Thursday I had no idea that Manchester was HQ of the Mines Advisory Group, an organisation dedicated to the removal of landmines and unexploded ordnance (UXO) in countries around the world. I was a guest of MAG International at an event at Manchester's Town Hall, celebrating 20 years of magnificent work which led to a Nobel Peace Prize, but more importantly a better future for the victims of such war-torn parts of the world.

MAG owes its existence to an ex-British army engineer from North West England. Rae McGrath was so appalled by the pain and suffering of the ordinary people of Afghanistan caused by mines and UXO that he and his brother Lou set about campaigning for their safe removal.

Why do I mention all this? Well, here's the thing:

I recall something I read in Stephen Covey's bestselling book "The 7 Habits of Highly Effective People". He asks you to imagine you're at a funeral and you're listening to the eulogy. But the twist is that it's YOUR funeral. It gets you thinking..."what would I want people to say about me?". How about that I'd made a positive difference to other people's lives? That's why the despairing character Warren Schmidt (Jack Nicholson) cried at the end of the movie About Schmidt.

Now quite apart from making you more fulfilled and a better human being (isn't that enough?), it's actually quite a good idea to adopt this 'focus-on-helping-others' attitude in business. Because what you put out there tends to flow back to you.

When you enter a networking event and you're sizing up the people, remember this: they might not want to place an order with you, but they'd ALL be grateful for your help and encouragement - in whatever form.

NB:
MAG do fantastic work around the world - give THEM your support in whatever way you can.

Great networkers attract

2009-03-07T01:36:00.000-08:00

Who would you want to meet if you were at a business networking event?

someone...
who could help you find business
who showed an interest in what you do
who was pleasant company
who you'd want to meet again for a coffee
who had an interesting story to tell
who did something that really helped people
about whom you'd talk to other people in the days following - "I met this really interesting guy/woman the other day who..."

Guess what - most other networkers have the same list.
Want to be attractive? Want to PULL people towards you?
Be that person.

An inspirational story

2009-03-04T12:50:00.000-08:00

We all have our problems. They often seem overwhelming. But just occasionally, we come across someone who absolutely puts our problems into true perspective. I had the honour of listening to the story of Richard McCann last night - in his own words. Please take the time to explore his story and take something from his remarkable experience.

For me, it was the ultimate example of how we, as human beings, can CHOOSE how we respond to a crisis or trauma. It sounds trite. It's not easy. It doesn't seem that way at the time, but take heart from Richard's story and take control of your destiny.

Does being popular make you rich?

2009-03-01T13:31:00.001-08:00

According to a study by Essex University, for each additional friend a pupil had at school, their income (as shown 35 years later) was 2% higher. Although not as important a factor as education (some research has shown each extra year of education leads to a rise of 5% in earnings), it's a clear indication that social skills are an essential part of our personal tool-kit.

Take a look at the Times article that appeared today, but do take time to study Daniel Goleman's excellent book 'Emotional Intelligence' - a major work in explaining the importance of people skills in personal success.

Connecting with your Audience - learn from the Master

2009-03-01T07:53:00.000-08:00

Mention the 'Master of Suspense' and you think of the great Hitchcock - Psycho, The Birds, Vertigo. Hitch was a wonderful manipulator of audiences but he wasn't always so good. Paul Merton's excellent documentary on the great man (on BBC iPlayer if you're quick enough) recounts his earliest movies, made before his move to Hollywood. There were flashes of brilliance and some highly innovative camera-work, but he hadn't fully developed his skill for playing with the audience.

I often think of his style in terms of the 'less is more' adage. A scene can be incredibly powerful without dialogue or background music. It's what's held back that makes the film work so well. When the director understands the emotional response of the audience to a scene he can play with them, lead them along, control them and release them from the tension when he's ready.

Think of this when you're talking to an audience or trying to sell an idea. Give them only so much at a time. Lead them down a path and maintain control. Get them wanting more, and more. When the pitch finally comes, it's a huge relief.

Always, always seek to understand and control the emotional response of any audience to what you're presenting. It's a sure route to success - hug that Oscar!

Improve your business writing

2009-02-28T08:40:00.001-08:00

Writing business copy should be straightforward - but we often fail to achieve our objective. In fact we often write it before we even have an objective at all!

Take time to read a business writing book (there are oodles of them out there) or surf the web for some on-line tips. In the meantime...

10 great tips:

start with the goal in mind
look at things from the reader's standpoint
write as you would speak
keep it really simple - don't use complex words or jargon where a simple word or phrase would do.
people love bullet points and lists (top 10 tips...)
scan your promotional copy and see how ego-centric is it. Is your text laced with references to 'I', 'we', 'us'? Readers aren't really interested in you - they want to know how YOU can make life better for THEM.
read it out loud to someone after you've written it - then seek their opinion (someone you trust, someone who will tell you straight!)
check it carefully for typos - some of the biggest whoppers appear in the HEADLINES
in sales writing, put 90% of your effort into the headline and the call-to-action.
tap into the emotional motivators of the reader.

Empathise with your customers

2009-02-28T04:00:00.001-08:00

Great story on the news today about a campaign within Nissan to make car designers understand the needs of their customers better. While designers are mostly in their 20's and 30's, a large proportion of the buying audience are ageing baby boomers - there's an empathetic gap!

To bridge that divide, Nissan has introduced a special suit to be worn by their car designers which simulates some of the mobility problems experienced by their target audience. The suits stiffens flexibility, simulates eyesight disorders and even creates uneven leg length!

The car industry may be in crisis but any move to understand the needs of consumers better should be applauded - a classic recession-proofer!

Facts Tell, Stories Sell

2009-02-28T01:09:00.000-08:00

This title is something I picked up from the Andy Bounds book 'The Jelly Effect'. He writes some fantastic stuff about effective communication and the art of persuasion.

Stories are magical when it comes to getting buy in and striking a cord with your audience.

Listen to Ira Glass on story telling. In this sequence he talks about 2 things -

First, the power of anecdotal sequencing (simply one thing in story leading to another and other).
Second, the point of reflection - in other words, what's the POINT of the story?

When you're looking to convey a message and get buy-in, use storytelling as a key tool. If you simply give them facts it's a lecture. But with a great (and relevant) story you grab interest, hold your audience, gain empathy and PERSUADE.

Adapt your business

2009-02-26T15:27:00.000-08:00

Lisa Tse is a highly respected businesswoman and Chief Executive of the Sweet Mandarin restaurant in Manchester's Northern Quarter. I was interested to read in the Crain's business publication that she's looking to launch a full-time cookery school, following the success of some weekend classes.

= new income stream.
= complementary product.
= more customer 'stickiness'.

A fantastic innovation - I wish you every success.

Recession or Recalibration?

2009-02-26T06:59:00.000-08:00

I was interested to hear both Tom Peters and Steve Yastrow refer to the recession as a 'recalibration'. People are still doing business - buying and selling stuff. But while the sales were rolling in perhaps it was just too easy to sell a product that wasn't as good as it could be or as well positioned or as cleverly marketed?

Well now things have changed.

It's a bit like your referrals strategy. In days gone by you might get recommended by your clients just because you were a decent sort who did a solid job. But it's a lot more competitive now. Good is expected and won't get anyone excited. Do 'extraordinary' and you'll get people talking.

The dodo got into trouble when new predators came on the scene. Get smarter, fitter, leaner and faster - or risk extinction.

Adapt and thrive

2009-02-24T09:02:00.000-08:00

I bumped into a friend of mine yesterday, someone who epitomises all that's best about adaptability and niche marketing. David Edwards is a former PGA European Tour golf pro who's developed a fantastic trick shot show. He entertains people the world over with an extraordinary array of amazing shots - using some unlikely equipment! And when his own brand of 'golf commentary' is laid over the video footage of your corporate golf day, the results are hilarious.

Pro sport is an interesting field, forcing most participants to give up when they lose their edge and pursue other work. Some really struggle but the more enterprising develop some new concept and find a niche. In some respects the smaller the niche the better - something that's tough to copy but brings high value. Take a look at one of Seth Godin's blog items on this very subject - Make the World Smaller.

How to get people to buy - but not on price

2009-02-24T06:53:00.001-08:00

It's interesting watching how businesses respond to this recession. Most are cutting prices. Nearly all are looking to reduce costs. Many are cutting back on their marketing and advertising spend. But they all want the same thing - people willing to spend money on them.

Marketing guru Steve Yastrow poses an interesting question in his blog today - "How can we motivate people to buy for a reason other than price?" We really don't want to slash prices - it's a hard road to get them back up to 'normal' levels. And it's a tough call to throw money at marketing and advertising right now. Yastrow implores us to focus on our customer relationships - and refers to his 'differentiation ladder'. How can you get your customers to think of you as indispensible, even at (especially at) times of recession? He suggests we focus on getting our customers to think of us in terms of a 'we' relationship - and that's a lot easier if they view us as problem-solvers. Clients have all sorts of problems, some of which lie directly within our remit, some don't. But with a customer-focused mind set we can come across as more holistic problem solvers - "I can't directly help you with that but I know someone who can!"

In truth, we don't really sell things - we solve problems. Become your clients' no.1 problem solver and you'll stand out from the rest and become part of a 'we' relationship that sticks.

Too slow for some

2009-02-23T12:03:00.000-08:00

Those of you who play golf will be aware of the scourge of slow play. Amateurs copy what they see on the TV and when the pros take 5 hours + for a long walk in a field..well they follow suit. It's strangling the game and very frustrating.

Good news then that one of the UK golfing bodies has scheduled a seminar on tackling slow play and one of my clients was invited to attend. She's slightly concerned though...the session lasts THREE HOURS!

Priceless.

Sell benefits not features

2009-02-22T11:51:00.000-08:00

It's a well known maxim in sales training that you sell benefits, not features. Andy Bounds puts it well in his marvellous book 'The Jelly Effect' when he talks about focusing on the 'afters'. Customers aren't interested in how your product works, how long you've been in business for, how many testimonials you have on your web site. They're really interested in how much better life will be AFTER they've used you.

Bounds quotes Thoedore Levitt, an American business professor who pointed out, "People don't want 1/4 inch drill bits, they want 1/4 inch HOLES!"

Hubris Sucks

2009-02-22T08:01:00.001-08:00

Take a look at the free pdf by Tom Peters "111 Ridiculously Obvious Thoughts on Selling" (see posting on 31st March 2006). I like the 'Hubris Sucks' pointer.

Definition of 'Hubris' in OED
Noun - excessive pride or self-confidence
Greek derivative (in Greek tragedy - excessive pride towards or defiance of the gods, leading to nemesis).

According to Peters, the godfather of management guruism, successful salespeople are:

always asking questions
always looking to learn
insanely curious
obsessively interested in people

When you walk out the front door, leave hubris at home.

Answers or Questions

2009-02-22T07:40:00.000-08:00

Does this sound familiar...

"I'm so busy at the moment. I'm working all the hours under the sun and I'm just managing to pay the bills. I don't sleep too well and my wife and kids tell me I'm no fun to be around anymore. I've just got no time for anything, and sometimes feel like I'm paddling furiously just to stay afloat".

It's a common story amongst business owners. They know things aren't good but they're clinging on to the hope that things will turn around. Perhaps there's some magic answer out there? But maybe they're barking up the wrong tree? Maybe it's not about finding the right answers but ASKING THE RIGHT QUESTIONS?

Is what I'm doing moving me towards my goals?

Do I actually have any goals?

Am I enjoying what I'm doing?

Could someone else do what I'm doing now?

How is what I'm doing affecting my relationships with people close to me?

What would happen if I threw out the rule book and started with a blank page?

How often do I take time to pause and ponder issues like these?

The problem is we're so busy doing the doing that we don't take time out to ask the right questions. Don't wait until a major trauma like a heart attack, divorce or job loss forces you to re-evaluate your work/life balance.

STOP, GET OUT OF YOUR ENVIRONMENT, SPEAK TO PEOPLE, ASK LOTS OF 'WHY' AND 'WHAT IF' QUESTIONS - AND RE-EVALUATE.

It could be the best couple of hours you've ever spent.

Getting noticed in business

2009-02-20T00:56:00.001-08:00

I've read many business books in my time but one which has really influenced me is Seth Godin's 'Purple Cow'. Its central theme is that if your business is to survive in a crowded marketplace, you should stop pushing your message with heavier promotion and concentrate on making your product or service more remarkable. Less advertising, more innovation.

It reminded me of something I'd seen on the web about a supermarket in the USA who employed a gentleman with Down's Syndrome. His job was to bag the goods at the checkout, hence the nickname - Johnny the Bagger. Now Johnny did something special for his customers which resulted in everyone wanting to visit HIS checkout! To find out more, listen to this story.

Now you may think "Oh, we couldn't possibly do that - it's too 'American', we're just too cynical in this country". Well, think of it simply as an example of differentiation in the marketplace. Those customers DID like what Johnny did and they DID come to him in droves - because it was different and it added value and enhanced their shopping experience.

I was in Sainsbury's the other day and over the tannoy a gent (a real character by the sound of him) read a script which pointed out the 'shame' we should feel if we'd forgotten to buy something for Valentine's Day for our partner. It was all very lighthearted and amusingly delivered and it made all the shoppers giggle and remark to one another.

So take on board Godin's message about remarkable-ness - be a 'Purple Cow' and stand out from the crowd.

Win, win in sales

2009-02-19T05:06:00.001-08:00

I was chatting to my niece yesterday and we talked about salespeople. They are, it seems, right up there with estate agents and bankers in the popularity stakes! But that perception is based on the premise that salespeople flog you stuff that you're not really interested in, stuff you don't need.

But as a salesperson you're in the problem-solving business. A sale obviously helps you but it should also be terribly useful for the buyer. It's a win, win on BOTH sides. Being of a sporting persuasion I sometimes talk of the winning mentality in pro sport, and how it can cross over into business. But as Peter Jones of Dragon's Den fame points out, although there are many parallels between sport and business, one key difference is that in sport there's always a winner and a loser. That's the nature of the game. Not so in business - there needs to be an up-side for both parties. That makes for a long lasting and profitable relationship.

Focus and persistence in sales

2009-02-19T05:00:00.001-08:00

I came across Geoff Burch's book 'The Way of the Dog'. Burch is a well known business speaker, slightly off the wall but very entertaining - he's done turn-around stuff on the TV for small businesses. I liked his analogy of a sales person as a sheepdog. These animals are surely the most persistent of creatures, selling the proposition to the sheep that it's a really good idea to move over into the pen! Their energy is unbounded, their purpose clear and they get on with the task. Be careful of the failed sheepdog mentality in sales - "I worked really hard on those sheep and almost got them in the pen - honest, they were that close."

From the boardroom to the bedroom!

2009-02-18T02:07:00.000-08:00

If you're interested in surviving this recession (and I'm guessing you are) you should certainly read 'The Big Moo', edited by Seth Godin and containing contributions from 33 of the world's leading business thinkers. I loved the section 'Great Ideas in Bed' - a gem for anyone looking to improve levels of customer service, sales, etc...

First, ask your partner what they like.
Then you give it to them.
Then you ask them if they liked it.
If they say yes, do it again....

Wonderful.

Communication in Business

2009-02-18T01:03:00.001-08:00

I was chatting yesterday to a gentleman about lines of communication within companies, especially larger ones. He has a lot of experience in this field. We talked about decision-making, how it's not uncommon for CEO's and Chief Execs to be strong characters with egos to match. They'll rule the board room with an iron rod, have a clear idea of where they want the company to go and won't suffer fools gladly. They'll chew someone up who suggests something stupid (their view) and woe betide anyone who has to report bad news. The result? Closed lines of communication and a culture of fear. "Best not tell the boss, just keep your head down".

It reminded me of something I read in Daniel Goleman's book 'Emotional Intelligence' (Bloomsbury), a future subject area for the Skills Forum. He recalls the case of Melburn McBroom, a domineering boss who intimidated his colleagues and constricted the free flow of dialogue. In 1978, his colleagues noticed a problem in the workplace but didn't bring it to his attention for fear of incurring a backlash. Tragically, this had consequences because McBroom was an airline pilot. While coming in to land in Portland, Oregon, the boss struggled with a sluggish landing gear and adopted a holding pattern. Meanwhile, his copilots noticed the fuel gauges were dangerously low but failed to alert him, assuming he already knew. The plane crashed killing 10 people.

Apparently, in 80% of airline crashes pilot error could have been avoided had the crew worked more closely together. Strong companies have open lines of communication, champion innovation and encourage employees to challenge traditional ways of thinking. The leader leads by listening.

Masterful oratory

2009-02-17T15:14:00.000-08:00

Who was Salesperson of the Year for 2008? To my mind, Barack Obama wins the title hands down. He has many qualities but I believe his powerful oratory is at the core of his success as a politician. He's a FANTASTIC communicator, following in the footsteps of other great speakers like Clinton, Blair, even Martin Luther King.

We'll be covering presentation skills in our Forums at a future date, studying things like body language (the vast majority of communication is non-verbal), the use of dynamics in the voice (Andy Murray has some work to do here) and the ability to engage with an audience.

The one thing I'd highlight here is the ability of these speakers to empathise with their audience. They say that Clinton, along with other successful speakers, was able to 'feel the pain' of those he addressed. If the audience believes you understand them, really understand them, they'll warm to you and take on board your message.

Remember this when you're selling your message. Make sure you feel the pain of your customers and prospects (make sure THEY know this too) and then tell them how you're going to take it away. Then they'll vote for you!

For some speaking clips of masterful orators, take a look at Obama and Martin Luther King and the best fictional one of them all, Martin Sheen in the West Wing.

Cuddle up to your customers

2009-02-17T07:54:00.000-08:00

Now is the time to get close to your customers - really close. Get to know them, understand their world, their issues and their decision-making processes. Add value wherever possible - and broaden that definition of 'possible'. Become viewed as a bringer of solutions, all sorts of solutions. Become indispensible, part of their team.

How? Well we've all got to figure that out for ourselves, but as always you start with some research - that means finding stuff out about THEM. Invert your focus away from your own little world - you're familiar enough with that anyway!

Soft and Hard stuff

2009-02-14T08:15:00.000-08:00

Business is about people. Tom Peters reminds us of the importance of people skills over technical competence - passion and attitude over knowledge. I love his saying, "Hard is soft and soft is hard". People with technical skills and knowledge are relatively commonplace. But find someone who lights up a room - that's something worth paying for!

Bold, different and still in business

2009-02-14T06:16:00.000-08:00

Interesting piece by Jon Henley in the Guardian today about the Little Bay Restaurant in Faringdon. Properietor Peter Ilic has taken the bold step of removing the charge for food on his customers' bills! You still get charged for drinks but the Serbian restaurateur simply asks his clients to pay what they throught the meal was worth. The 130 seat establishment was serving around 1,100 customers a week before he made the move - now he's up to 2,000 a week and turning people away. He reckons he's done well out of the deal, with some clients leaving £35 for good grub and outstanding service.

In these difficult times, you have to show some courage and differentiate your product. Doing something that's difficult to copy and doing it really well is a great survival tactic in the current climate.

GTY

2009-02-14T04:09:00.000-08:00

Steve Farber makes a great point about something that's very close to my heart - coaching people to fulfil their potential. He talks about a concept called 'Greater than Yourself' (GYT), the principle being that your aim as a coach or mentor should be to allow your 'student' to become greater than yourself. This could apply to your role as a parent or a manager or a salesperson.

The problem, he observes, is that this concept gets lost in the workplace. We're so intent on our own agenda and advancing our own interests. But great leaders and the most successful and influential people have always sought to help others reach beyond themselves. It's a paradox - those who focus on helping others become more successful in their own right. Why? You build up good will. You get people on your side. You become a 'pull person', someone to whom people, opportunity and resources naturally gravitate.

So if you're intent on influencing others, focus on helping them solve their problems, achieve their potential and go beyond yourself.

Everyone has to Sell

2009-02-14T01:57:00.000-08:00

Selling is everywhere and you can't get away from it. How do you get your teenage son to tidy his room? There's a selling job if ever there was one! Take a look at this short video from the great Tom Peters. If you can sell a message like he does...well the sky's the limit.

Monologue vs Dialogue

2009-02-14T01:46:00.000-08:00

I really like the piece by Steve Yastrow on story telling in marketing. He talks about the difference between monologue and dialogue. Too much marketing is monologue - a one-sided story, me telling you about me, my point of view, my agenda. Real marketing is about relationship building and that means starting some dialogue with your target audience. Dialogue is an exploration and you don't know where that conversation will take you. That's what makes it exciting. Observe the people at networking events who attempt to impose their views on you, who talk AT you instead of with you. That's not building a relationship, that's not courtship. It's an irritation.

It ain't what you know, it's the way that you use it

2009-02-12T09:38:00.000-08:00

In an earlier Blog I referred one of Seth's truisms that 'domain' is cheap and the real value is in 'process'. In simple terms, knowledge is easy to come by - the web has revolutionised that - but the real deal is what you do with that knowledge.

This sprung to mind today when his latest gem came through about 999 great business ideas. The idea may be fab - but until you nurture it and make it work, it's just an idea.

Answers close to home

2009-02-12T04:39:00.000-08:00

We were talking yesterday at the Forum meeting about developing networks and sourcing contacts. It reminded me of something I'd read - in 'The Jelly Effect' by Andy Bounds I think. He was trying for weeks to get hold of a senior decision maker in a company with whom he wanted to work. He'd struggled to get through her gatekeeper at work and really wanted her mobile number to get things moving. At dinner with his parents, he mentioned this problem he was having. "Why didn't you say," his mother exclaimed. "She's in my bridge club!".

It's always tempting to look far afield when many of the answers lie on our doorstep.

Where is your focus?

2009-02-10T10:21:00.001-08:00

Someone reminded me today about the power of focus. "You tend to get what you focus on," he said. How true. Imagine getting the instruction, "Don't think of pink elephants!". You'd immediately see the critters floating around in your imagination. NLP practitioners encourage coaches to tell people what they WANT them to do rather than what they shouldn't be doing. 'Don't' instructions often have the opposite effect from what's desired.

But as Anthony Robbins reminds us, by setting clear goals for ourselves we can switch our focus and channel our energies. And what's more, things that complement the achievement of our goals seem to magically gravitate towards us. You start noticing stuff that helps you move towards your objective - but it's almost a subconscious process. It becomes a HABIT.

The wonderful thing about goal setting is that it works, and we hardly even notice it. The problem is, most people don't do it in the first place.

Good reading

2009-02-08T04:40:00.001-08:00

If you like reading stuff about business, take a look at the Top 100 Business Books.

Is the customer always right?

2009-02-08T04:21:00.000-08:00

Seth Godin puts an interesting slant on the concept of the customer always being WRONG in his blog. The point I'd make here is that it's a really bad idea to expect to help everyone out there with your product or service. Much better to have the confidence to know exactly who it is you help and how...and don't worry about the rest. In fact, pay more attention to those you do currently help and add more value. Be wary of diluting what you do to reach all the others. You lose your identity with an 'appeal-to-all' approach. Remember Woolworths?

It's also easier for people to recommend your business to others when they understand precisely what it is you do. The narrower the niche the better as far as referrals is concerned. Be the best in your field - but make it a back yard rather than a Wembley!

When Less is More

2009-02-07T01:33:00.000-08:00

If you've played golf with decent amateur players, you've probably come across the guy who fancies himself as a coach and offers to help you with your game. As a keen student of the game, he probably knows lots of stuff about the golf swing. But the difference between a keen amateur coach and a pro is knowing what NOT to say. Most enthusuastic amateurs off-load all their accumulated knowledge of the game in one go, leaving the recipient confused.

You see the same thing sometimes in business encounters. If you're explaining something about your product or service, don't tell them everything in one go. Less is more. Your objective is to get them to warm to the idea of working with you, make them believe that you've got some answers to their problems, that you understand their situation, that they're likely to benefit using your product or service.

Initially the tease is enough. Keep it really simple then get into the nitty gritty when you meet formally.

Follow or Lead?

2009-02-07T01:26:00.001-08:00

I went to a business networking event last week, signed in at main reception and noticed something odd. An earlier visitor had signed in and put 7th Feb when it was actually 5th Feb and the next 4 people had put 7th Feb down too!

Why does it matter? Maybe it doesn't but it got me thinking how some people just follow the crowd and lose the capacity for independent thought. Are you a sheep in the workplace? Do you offer a product or service that's very similar to what your competitors do? If so, you could be in trouble.

Whether you're an employee or a business owner, make yourself indispensible to those that pay you. Stand out from the crowd, do something really special, add tremendous value to your company or your customers and you'll be the last to be dropped when budgets get cut.

Between the Ears

2009-02-01T04:32:00.000-08:00

Watching the marvellous Aussie Open tennis final between Nadal and Federer, it struck me what an inspiration these guys are in terms of mental strength. Never giving up, never showing weakness, having the ability to switch tactics when necessary, never doubting their own ability, always looking forward instead of dwelling on mistakes, able to respond to the pressure and raise their game when needed.

What terrific lessons for us all. How do we respond to pressure, to times when things go wrong, when we get rejected, when a plan goes awry, when the unexpected occurs, when things outside our control seem to conspire against us?

If you ever face such situations - and we all do - try this line of thinking...how would a Federer or a Woods or a Redgrave or an Ali respond?

Find inspiration from the sporting greats - when the going gets tough, the tough get going!

Too much choice?

2009-01-31T07:49:00.000-08:00

I counted 34 varieties of different washing up liquids today in Sainsbury's. One was labelled 'rose petal' flavour. Do we really need that many? Does such an abundance of choice liberate us or make life harder? Should we be turning our energies to more meaningful endeavours than agonising over multiple varieties of washing up liquid?

Some sociologists refer to the 'tyranny of choice' and others write about 'consumer vertigo'. Is it just me or are other people oddly dissatisfied by having 100 channels to hand when we watch TV? You tussle with the many choices available and there's always that nagging concern that you've made the wrong decision. There "might be something better out there".

I also think this relates to the principle of 'less is more'. Knowing your niche is important in business and it's also worth looking at those products or services that do what they do with supreme confidence - but succeed by keeping it narrow.

Training vs Coaching

2009-01-31T03:16:00.001-08:00

What's the difference between the two? Imagine a golf pro showing a bunch of weekend hackers how to hit the ball properly. They're looking on admiringly and attentively. "Look," says the pro, "just do it like this!" The ball sails through the air and the audience gawps. "OK guys, off you go," says the pro, packing his bags.

Can the hackers hit the ball properly? Of course not, but they've attended the 'training course'. They might even have a certificate to prove it. Tick the box. Another line on my training resume.

This is the problem with most training. It doesn't actually result in a significant change in behaviour. Surely the point of training is to IMPROVE SKILLS?

Training improves knowledge and understanding, but we want to improve the person's PERFORMANCE. That's where coaching comes in. That's why sports teams and athletes hire coaches - to see them through the process of skill development. Skills take time to develop. Bad habits need to be replaced by better ones. Again, an investment in time and practice is required.

Coaches can advise, encourage, motivate, pace change, suggest drills and help interpret feedback. They help someone achieve their goals. Isn't that the point after all? Without coaching we get a lot of highly trained people with no skills!

Know who you are

2009-01-30T15:19:00.000-08:00

My pal Rob notices stuff. He's a stickler for customer service - and rightly so. He visited Selfridges and Next and the difference in customer experience was stark. At Selfridges the staff were helpful, knowledgeable and made you feel special. They were confident. At Next...well it was all a bit too much trouble. You felt a bit in the way.

But what do we mean by 'confident'? Well there's a saying that there are certain things in life you can't control (the global recession) but you CAN control how you respond to things (behaving confidently). Selfridges know who they are, their values, standards and style. They do it consistently and with confidence. In others, the staff are consumed by what they read in the papers. They've been absorbed by the collective mind-set of the global meltdown and...well, what's the point anymore?

A lot of people will go that way. It's safer to follow the herd. But it's smarter to keep (no, raise) your standards and go about your business with confidence. You may have to adapt, but that doesn't mean compromising your standards and core values.

Fill the void that's left by those that follow the herd. It's a much nicer space to occupy.

Inaugural Skills Forum

2009-01-30T15:06:00.000-08:00

Just a quick thank you to those who contributed to the very first Business Skills Forum last Wednesday. It was a great session, very lively with lots of wonderful insights from different business sectors. We talked a bit about the importance of the Elevator Pitch, how it should capture the essence of what you and your business does. It should be short (no skyscrapers here!), punchy, focus on the pain you're looking to relieve and how you'll do it uniquely well. It should be simply expressed (could a 12 year-old understand it?) and be something you passionately believe in.

We mentioned the benefit of straplines as a great way to describe what you are and do as a business. Seth Godin highlights the word 'the' as in Atilla the Hun, as a link word in concise descriptions. Bob the Builder...yes he can!

I loved the strapline mentioned by Mike Upton - 'Aspire to Inspire before you Expire'. And Paul Owen won't mind my mentioning his contribution from a recent river boat trip along the Thames. As the tour guide passed the Births, Marriages and Deaths building, he pointed to the 'Hatch, Match and Despatch' centre!

I look forward to the next instalment.

Getting liked

2009-01-23T14:51:00.000-08:00

They say that people like doing business with people they like. But how to be liked? Well I'm not saying I maintain all these habits but they seem like good advice to me:

take an interest in people - other people that is, not you.
smile, but not like some crazed zealot.
remember that emotions are contagious - infect people with your enthusiasm.
learn to listen properly - that means hearing too.
ask great questions.
remember Stephen Covey's (7 Habits....) maxim: 1st understand, then seek to be understood.
find out how you can help them.
work on the principle that wherever you engage with someone they'll be a little happier for having met you.
remember that people love praise and recognition.
make people feel important and apreciated.

Fitter, faster, smarter - who tends to survive in a recession

2009-01-23T10:31:00.000-08:00

Just a few ideas...

Niche products and services often do well in recessionary times, but people often play it safe with an okay product aimed at a broad audience. It takes courage to develop a truly outstanding niche product and direct it to a narrow section of the population. Know who your audience is, differentiate your product and dominate your space.

Get closer to your customers, particularly the best ones. Over-deliver on your promises, add value wherever possible and get them to stick to you like glue. Know what their issues and objectives are and help them in any way you can.

Keep abreast of things. Know what's happening in the market, not just yours but others too. Find out who's spending - you may be able to adapt your product and 'follow the money'.

Look outside your own bubble - there may be some potential alliances with third parties. You may have non-competing but complementary products and a tie-up could be useful.

Keep active, stay visible and network - but in an intelligent way. Don't just go to everything - it's too time consuming. Choose your target groups and look to form a small number of useful relationships from each event. Focus on their business and what they're looking for. Develop a habit of helping others - even if it's just encouragement and advice. It's tough to invert your focus away from your own little world but it will help you develop an unpaid salesforce.

Thoughts on Obama

2009-01-22T15:31:00.000-08:00

Where were you on the afternoon of 20th January 2009? Or indeed on the morning of 5th November 2008? Both significant dates - I like to buy a newspaper as a memento of days like these - the inauguration, following the election, of the first black president of the United States.

For me, Barack Obama hit the right tone in his inauguration speech He was right to recognise the tremendous challenges that face us in the world today. A global economy in crisis, conflicts throughout the world, a warming planet and millions upon millions denied the most basic human needs.

But he gave us something else in his speech. He gave us hope - and with good reason.

I don't believe in being positive for its own sake. I believe in hope and optimism because to do otherwise leads us nowhere. You can criticise and focus on how bad things are but this road is a dead end. There are always options. Let's focus on the solutions.

You could reasonably put a Darwinian slant on the current global economic crisis. The landscape has changed. The climate is more hostile. The rule book has been thrown out. What now then? The answer...ADAPT.

I remember a quote from Jeff Goldblum in the first Jurassic Park movie - "Life will find a way". The new president was right to recognise the scale of the problems facing us. But he also made a good job of 'bigging up' the human race - its capacity to change, to adapt, to innovate, to build and to work to a common purpose.

Maybe that's what we have to do now. Rise to the challenge. Yes, recognise that there are problems, but remember that for every problem there's a solution. As a species we're pretty good at figuring this stuff out - we 'find a way'.

I'm extremely hopeful and optimistic - and you should be too. People don't erect statues to critics and naysayers - innovate, collaborate, lead and inspire...you'll have pigeons flocking to you for years to come!