The level playing field in business is dead...in fact, it probably never existed. It was a myth perpetrated by those who wanted to blind-side their competition with artificial 'rules'. There are no rules in the game of business...only what's legal and ethical and what's not. The reality is, if you're cleverer than your opposition they will always feel like you 'cheated' to win the deal; because you thought of an angle, a twist, an interpretation that never even occurred to them.
This why they are always screaming, "It's not fair!" Of course it isn't! Who said business was meant to be fair? The winners in life are always one step ahead. Sure, occassionally they over-step the mark of ethical practice and the legal system has to adjust - seems the laws and rules are always playing 'catch-up'. However, within the bounds of what's ethical, there is always scope for innovative methods of giving yourself the edge. And, your competition will always cry 'foul'. Ignore them...they just wish they'd thought of it first!
If you want to see some hints about how you can tip the 'level' playing field your way, go to www.tiltsell.com.
Monday, November 30, 2009
Wednesday, November 25, 2009
The Seductiveness of Simplicity
One of the consumer trends identified recently in a survey by the Harvard Business Review is a demand for simplicity. This is a challenge for salespeople who were taught the skill of 'muddying the waters' to make it harder for customers to make 'simplistic' A-B comparisons. This, inevitably, lead to unnecessary complications...differences just for the sake of differences.
Earlier this year, at the height of the Global Financial Crisis, a quote was made that "unnecessary complication is fraud!" (I apologise that I can't remember who said it).
Customers want the 'muddied waters' clear - so they can see the bottom (line). The one who will get the sale is the one who can make their choices clear...not complicated. Of course, it is possible to 'oversimplify' which will probably result in the customer choosing the lowest common denominator (generally, the cheapest); but allowing a customer to make clear comparisons of competitive strengths and weaknesses is what will win the business. This way, you are not so much selling as acting as a buying advisor. You are seen as an industry expert (because you know not just your own products but also your copmpetitors' well enough to create those clear comparisons). This will build credibility, trust and loyalty.
Earlier this year, at the height of the Global Financial Crisis, a quote was made that "unnecessary complication is fraud!" (I apologise that I can't remember who said it).
Customers want the 'muddied waters' clear - so they can see the bottom (line). The one who will get the sale is the one who can make their choices clear...not complicated. Of course, it is possible to 'oversimplify' which will probably result in the customer choosing the lowest common denominator (generally, the cheapest); but allowing a customer to make clear comparisons of competitive strengths and weaknesses is what will win the business. This way, you are not so much selling as acting as a buying advisor. You are seen as an industry expert (because you know not just your own products but also your copmpetitors' well enough to create those clear comparisons). This will build credibility, trust and loyalty.
Thursday, November 12, 2009
Our Ambulance Service - a Measure of Our Society
Last night I was priveleged to attend the annual gala dinner for the ambulance service and it struck me what an important gauge of our society it is. Surely, one of the measures of our level of civilisation is how quickly and well we respond when someone is in trauma...and the emergencies that our ambulance service deal with are the most obvious examples of this.
It's amazing when you think how the 'stretcher bearer' transportation service of yesteryear has been transformed into the modern paramedic who, often, can have a trauma victim stabilised and pain-free before they arrive at hospital.
The danger these professionals deal with was highlighted by two factors. Firstly, the event last night was run by a foundation named after the late Kenneth James McPherson, a paramedic who died in the course of his duty. Secondly, that the Commissioner was unable to be present because he was visiting the base where another paramedic had, two days earlier, suffered severe injuries in a 16M fall during a rescue. On top of the natural hazards, they have to increasingly deal with violent, injured people and other aggression.
Okay, we hear occasionally in the news of the times when an ambulance was late to an emergency; but this only makes the news because it's unusual. In general, we can rely on a speedy, professional response should we be unfortunate enough to need emergency medical aid. A measure of our civilisation...let's not take it for granted.
It's amazing when you think how the 'stretcher bearer' transportation service of yesteryear has been transformed into the modern paramedic who, often, can have a trauma victim stabilised and pain-free before they arrive at hospital.
The danger these professionals deal with was highlighted by two factors. Firstly, the event last night was run by a foundation named after the late Kenneth James McPherson, a paramedic who died in the course of his duty. Secondly, that the Commissioner was unable to be present because he was visiting the base where another paramedic had, two days earlier, suffered severe injuries in a 16M fall during a rescue. On top of the natural hazards, they have to increasingly deal with violent, injured people and other aggression.
Okay, we hear occasionally in the news of the times when an ambulance was late to an emergency; but this only makes the news because it's unusual. In general, we can rely on a speedy, professional response should we be unfortunate enough to need emergency medical aid. A measure of our civilisation...let's not take it for granted.
Sunday, November 8, 2009
Bad Customer Service Example
I just had a letter from Amex telling me they've cancelled my account because I hadn't used it recently. Okay, they were right. I kept the Amex as a second back-up credit card and luckily, didn't have to use it. It was always my third option because most retailers seemed to have bias against Amex reflected in higher surcharges.
Nevertheless, I would have liked to have kept it. If they had sent me a letter suggesting that if I didn't use the card in, say, two months, they would have taken this action, I would have had no problem with that. In fact, I probably would have used the thing a few times just to keep it going. If they'd sent some details of loyalty programs they had on offer, I might have used it more.
Instead, they've created an enemy who tells everyone who'll listen how shabbily I've been treated. How to turn an opportunity into a brickbat...dumb!
Nevertheless, I would have liked to have kept it. If they had sent me a letter suggesting that if I didn't use the card in, say, two months, they would have taken this action, I would have had no problem with that. In fact, I probably would have used the thing a few times just to keep it going. If they'd sent some details of loyalty programs they had on offer, I might have used it more.
Instead, they've created an enemy who tells everyone who'll listen how shabbily I've been treated. How to turn an opportunity into a brickbat...dumb!
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