I admire business people and salespeople who have the ability to be routine in their follow up with making phone calls.  They build trust, they build confidence and ultimately they bond the relationship.  So why do so many sales orientated people not follow up?  It is linked to perceived failure and also involves self talk regarding the call before the call is made.  The best way to get around call reluctance is to either have a set script or to have three set questions.  When you go to a call centre there is no call reluctance.  Why?  Because the caller has a set script to work from and the call becomes routine.  It is easy to do, you know what direction you are heading and you know how the call is to be finished.  Most of us are not call centres, most of us are people in business trying to generate more business. 

When we establish a routine in making phonecalls then we are guaranteed that business will be generated.  In the cycle of the sales process there are two parts to making telephone contact.  The first is where you are calling a client to either establish a relationship or to sell a product.  The second part is the follow up call to either ascertain where the business is up to or to close the business.  Making telephone calls is the fastest way to generate new business and to make appointments.  Going from part contact to full contact is the reason why we make phonecalls.

Three things to remember to avoid call reluctance: 

1. Set a routine time every week to make your calls.
2. Know who you are going to call and what you are going to call about.
3. Promise that you will be making a follow up call.

With these three components making phone calls will be successful. 

PERSONAL TIP : If you are serious about phone contact get yourself a headset you will find they have many benefits for you.

When you are in someone else’s country you are effectively in someone else’s culture.  We got to talking about languages and the traditions that surround the use of language.  Over the past 10 years English has become a preferred teaching language in India, to the stage where many parents who can afford it send their children to international schools to ensure their children have exposure to English. 

The interesting point about this is that when a generation is being taught a new language then the gap between the generations becomes wider.  But from talking with my hosts, there is an upside and that is the desire to understand culture has never been greater.  His children want to know and ask a lot of questions about Hindu traditions and they want to learn more about what their parents and grandparents have done in the past.  Is the past considered important enough to the future? 

So while learning a new language can be of benefit, retaining culture through the generations is what connects our families and our people.  The language of culture is stronger than any spoken language.

There are four key areas for employers who are looking to get the best people on their team in 2010: 

1.  The need for a direct approach at a targeted candidate list whether you do this directly as the employer or whether you outsource this, making that first contact will give a much better result than potentially a response from an advertisement.

2.  Be prepared to know that you are talking with someone who you will be potentially trying to have switch their seat.  It will be known that they will be coming from another company.  Getting to know your candidate will assist in matching the position for the best potential outcome.

3.  Use social media to broaden your position’s audience to previous unknown people.  Facebook, Twitter and Linked In are all becoming key referral sites for the potential blogging introduction of the position and your company.

4.  If they are going to work for you try and make the call yourself.  This positions you and your company to be one that is showing interest. 

The perception is that when the called is placed correctly it will say your company is seeking the best people to work for them.

If it is going to be a year of movement in the employment market there are clear advantages for those employers who are seeking to have the best people.  Next year will begin a new surge of job creation.  We all need a plan for our businesses going forward and having the best people is the best way to future proof your business and leadership.

Just  a note I am preparing for a person to be part of our team in the area of Growth. I will let you know how I go with the calls I make.

The first experience was of a friend who was looking at a franchised business opportunity that involved a significant financial committment but was a relatively new business model into the marketplace.  He met with the franchisor and was impressed with their desire and committment to the direction of the proposed business.  He took the step of a handshake to further his potential relationship with this opportunity.  From there he received a franchise contract which was then followed by an enlongated dialogue regarding various points within the agreement.  We spoke about this and how the franchisor seemingly would not give up any ground within their agreement.  The discussion continued to go back and forth to a point where he became quite disillusioned with his inability to express his insights into the future of his business plan.  When we discussed this together, what came to light was that I knew of a person who knew the franchisor.  I made contact with this person who said that it was a great business model and the guys who ran it were totally committed and very enthusiastic to have a successful business model.  I told my friend about this and consequently he has gone on to agree with the contract but more importantly to accept a handshake on the strength of their personalitites and trust that their direction is his direction. 

Where does the value lie… in the contract or in the handshake?

The second experience was one that I had with an existing business owner of our company.  He is due to re-sign his franchise agreement for a further 5 years.  I asked him if he had any particular questions or comments on the agreement, or the franchise partnership that we were offering and his response was one that didnt surprise me but one that got me thinking about the value of a contract.   He said, “Carey, when I sign this contract, I do so because of our relationship.  The contract goes in the filing cabinet and I have never had cause to look at it until the new one comes up again.  If I ever have to look at the contract I would suggest that our relationship is over, because when I sign up with you I sign up on the stength of the handshake, not of the agreement”. 

 The strongest contracts are not on paper, they are in handshakes.

What symbolises your business?  Is it  a contract or a handshake? 

How do they do at it? Should more of us being looking into this growth area rather than leaving markets unexplored?

The airline industry has been able to achieve this thinking and in most instances been a regular part of their long haul services.  Everyone gets onto the same plane, the branding is consistent for each customer yet the experience of travelling economy to travelling first class is distinctly different and the value to the airline also is based on a per customer spend.  The level of loyalty between customers in different classes is known to be much more successful when better levels of service are offered.  Clearly the price you pay with an airline can determine the service that you get. 

What about the credit card industry?  American Express is a prime example of how they can differentiate their brand by simply understanding the wealth distribution throughout the community.  They go from a standard corporate card and then begin to spread their influence in different ranges of services to those people. There is American Express Blue, Silver, Gold, Platinum and American Express  Black.  The Black card is actually made of titanium.  The black card cannot be applied for it is by invitation only and has no pre-set limits.  One commonly known story is about Britney Spears using her American Express Black card to bail her husband at the level of $1m.  How do American Express achieve such a distinct level of branding within a brand? 

Toyota, close to 15 years ago, set themselves apart by establishing a second brand called Lexus.  Well known through its different points of service, Lexus has become a market leader in that field and Toyota have continued to gain marketshare across the world for their base product.  Did Toyota believe that there branding was locked in to a certain market without any ability to grow without introducing a completely different brand, Lexus? The different model choice within Toyota stops 10% under the model choice of Lexus. 

So, is placing a brand within a brand more about differentiation than it is about the core product?  How can we as service providers in the sales industry find a point of difference and is it possible for individuals to create and benefit from two brands?  I wonder whether there will be more thinking put into the service they could potentially be provided by an individual within the real estate industry.  Could we provide two different levels of service under one brand with a derivative formula?  The banking industry achieved this behind closed doors where we see tagging such private banking, distinguished customers and personal services.  Is it time for individuals to take a number of levels of branding and respond to the community with choice similar to the way Qantas, American Express, Toyota do their branding today?  They have moved and understood that there are two customers that ensure the success of a business a CIP (Commercially Important Customer) and a VIC (Very Important Customer). 

The CIP makes up 90% of revenue, the VIC makes up 10% of revenue and 90% of your referral base.

Which one is more important? more leadership articles click here www.careysmith.com