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Today’s global society provides many business opportunities that were not available just a few short years ago. These opportunities are inspiring entrepreneur’s to take their talents, skill and abilities and develop their own business.There are also many people who are discontent with their current vocation and are intrigued by the versatility and income possibilities in sales.

I can tell you with confidence that selling is one of the best ways to create income and when mastered can be the most transferable skill-set of any occupation. However, you must choose the correct sales environment if you want to maximize your success.

To be specific, if you are an introverted, detail oriented person, face to face sales may be difficult and a more passive sales approach may fit your style. What if you have this personality but want to own your own accounting or financial coaching business? You are very competent in financial matters and have the knowledge and passion to help someone through a financial crisis but how will you persuade them to do business with you?

The relationship sales process I follow has four steps that must be completed in order.

When I hear of a financial coach who is struggling gaining commitment from a prospect, many times it is because they have slipped past step one and sometimes step two to get to the part they enjoy the most, providing a compelling solution. It is difficult to succeed in this manner especially in an emotional environment such as someone’s personal finances.

When you examine this sales process and apply them to your own personality, you will find that some of them come more easily than others. To be a well rounded salesperson, you have to develop skills in all four areas.

That is why there is no such thing as a born salesperson. You may be a naturally gregarious people person but you still have to develop product knowledge to provide compelling solutions. You may be a terrible listener and need to practice asking good questions and listening intently.

The world is much smaller than it used to be and there are many ways to be involved in selling and business that can adapt to your personality style.

Share with us how you have adapted to your environment to succeed in business and selling?

Have a great week!

Pierce

Pierce Marrs and Steve Hayes recap the episode that aired April 12th, 2012. Guest Shark, Lori Grenier from QVC joins Kevin, Damon, Mark and Robert where they review the “Duality Cosmetics Nailpak”, “Debbie Brooks Handbags”, “TriMi Tank”, “Lollacup”and an Update on “Talbott Teas”.

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

If you have a business you would like to pitch to the sharks, ABC is casting for Season 4. Click here to see the details.

Click here to listen to this episode:

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

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You do not have to be a sports fan or from Tennessee to have heard of Pat Summitt, thirty-eight year head coach of the University of Tennessee Lady Vols. My pastor, Tom McCoy, mentioned Pat’s retirement and some facts about her journey from a rural Tennessee farm to the winningest Division 1 Basketball Coach of all time, men or women.

In 1974, Pat was paid $250.00 per month, washed the uniforms and drove the team van beginning a thirty-eight season winning streak with a record of 1098 wins and 208 losses. She has won eight NCAA Championships, surpassed only by the ten titles won by UCLA coach, John Wooden.

Who could possibly qualify or desire to follow this kind of legacy? Holly Warlick.

“This is what I do,” said Warlick. “I’m a basketball coach, and I’ve been it all my life. I’ve learned from the best, so I don’t see it as I’m following a legend. I’m following a mentor who’s prepared me for this opportunity and it happens to be at the University of Tennessee. Very honored, privileged, and I’m ready to go to work.”

A mentee is defined as a person who is being guided by a mentor. After playing for Summitt as a walk on in 1976 and becoming a three-time All American, Warlick returned to coach under Pat for the past twenty-seven years. I believe Holly is prepared.

This mentor/mentee relationship is very personal to me since I found myself on my own after my parents divorce prior to my sixteenth birthday. Fortunately, God placed a long line of people in my path to guide me and I feel blessed to have had the eyes to recognize them.

My good friend Deb Ingino wrote in a recent blog that to be an effective leader, you must create your own “dream team.” Every leader must be smart enough to know that they cannot do it alone. Deb says your team should consist of four types of people, Teachers, Encouragers, Allies and Mentee’s.

Leadership is influence. Leaders who mentor potential leaders multiply their effectiveness. There is no success without a successor.” ~ John Maxwell

Are you a mentee? If not, you should be. If you are, then pass it on. The mentors in my life have made all the difference.

Have a great week!

Pierce

You can learn more about leadership from Deb Ingino by going to StrengthLeaderMentor.com.

Pierce Marrs and Steve Hayes recap the episode that aired April 13th, 2012. Sharks Barbara, Kevin, Damon, Mark and Robert review  “Blondie’s Cookies”, “View Sport”, “Sullivan Generators” and a first…James Martin with “Copa di Vino” is the first contestant to make a second trip on to the Shark Tank.

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

If you have a business you would like to pitch to the sharks, ABC is casting for Season 4. Click here to see the details.

Click here to listen to this episode:

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

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Shark Tank Fan Podcast, Season 3 Episode 10. Pierce Marrs and Steve Hayes recap the episode that aired March 23rd, 2012. Barbara, Kevin, Damon, Mark and Robert  review the “The Ave”, “Barkems”, “Brewer’s Cow Ice Cream”, “Go Go Gear”and an Update on “Ride On Carry On”.

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

If you have a business you would like to pitch to the sharks, ABC is casting for Season 4. Click here to see the details.

Click here to listen to this episode:

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

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There are several steps to a successful sales process. The first and last steps of this process may be more feared than any other. The first time you reach out to a new prospect or the “cold call”, and the “close” or gaining commitment.

I make many comparisons to building personal relationships when developing your sales process. Cold calling should be no different. When we meet anyone for the first time, whether personal or business, seldom do we ask for a large commitment from them when they hardly know us. If we do, the stress and tension may cause the other person to want to run in the other direction.

Why are we surprised at the prospect’s rejection when we hit them with our memorized “sales pitch” before we take the time to get to know them or their needs? Are you drawing people to you or repelling them? The first step to a successful relationship building process is to build trust and rapport.

People are very busy and the last thing they want is a salesperson calling or interrupting their day, however, they may need what you have. How will you get them to listen? Here are just a few tips to get you started:

• Remember, the objective of the cold call is to get you an appointment. Nothing else. This is not the time to tell them all about your product or service.
• Attitude is King! On the phone or in person. Look and feel up. Look in a mirror while you are making phone calls to make sure you a conveying the proper attitude.
• Consider sending an introductory letter or some type of promotional product to introduce yourself. This will give you a point of reference when you schedule the appointment.
• When you ask for the appointment, be specific. Ask them if Tuesday at 2:00 or Thursday at 10:00 would be better?
• Respect their time and be brief. Earn any extra time they give you.

*Bonus tip: The person at the front desk is one of the most important people in the company and can determine if you get to see your prospect or not. Do not take them for granted.

Fear of rejection is the major reason people avoid this part of the process. Be friendly and keep the best interest of your client in mind to overcome this fear. Also, set clear goals to keep you motivated and understand that consistence and persistence is your friend.

Depending on your personality style, you may see cold calling as a competitive challenge or it may scare you to death. Regardless, you must find a cold calling style that fits your personality. Breaking the ice and connecting to new people is a vital part of a Relationship Sales Process.

Have a great week!

Pierce

Shark Tank Fan Podcast, Season 3 Episode 9. Pierce Marrs and Steve Hayes recap the episode that aired March 16th, 2012. Guest Shark, Barbara is back and joins Kevin, Damon, Mark and Robert where they review the “Tower Paddle Boards”, “Instantlifts”, “Vinamor”, “Miso Media” and an Update on “Readerest”.

If you have a business you would like to pitch to the sharks, ABC is casting for Season 4. Click here to see the details.

Click here to listen to this episode:

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

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Have you given much thought to what it takes to be happy? I feel this an appropriate topic since most all of us have the desire to be happy. I say most of us because I have met numerous people who have chosen misery as their desired state of mind.

I am sure you have heard the saying, “Material things do not make you happy.” I agree and add, being poor does not make you happy either. I have met some miserable wealthy people and some very happy people who have few material possessions.

Merriam-Webster’s Online Dictionary defines Happiness as a state of well-being and contentment. So the question should be, how do we attain well-being and contentment?

I listened to Chris LoCurto interview Jenn Lim on the Dave Ramsey Entreleadership Podcast. Jenn is the CEO & Chief Happiness Officer of Delivering Happiness, creator of the book Culture and Consultant at Zappos. Jenn stated in the interview that happiness is subjective and different for everyone.

I also listened as Roy H. Williams discussed Richard Exley’s recipe for happiness on his Monday Morning Memo. Jenn and Richard have similarities in their thoughts on this topic so I have combined them here:

1. Commit to a cause greater than yourself, a higher purpose with a clear vision.
2. Have passion and be true to yourself.
3. Value people rather than things. Develop relationships and connectedness.
4. Give thanks for what you have instead of complaining about what you don’t have.
5. Have a sense of progress, continue to learn and grow.
6. Celebrate the ordinary and find joy in life’s daily pleasures.

Sometimes people confuse pleasure with happiness. Jenn describes this as temporary and will not last. I mentioned earlier that I have met many people who have chosen misery. I believe it is a choice and you can choose to be happy. I also believe many people have the misconception that someone else can make them happy. Happiness comes from within.

Most folks are about as happy as they make up their minds to be ~Abraham Lincoln

I know that there is nothing better for men than to be happy and do good while they live ~ Ecclesiastes 3:12

What would you add to this list? Comment below to tell me how you attain happiness.

Have a happy week!

Pierce

Shark Tank Fan Podcast, Season 3 Episode 8. Pierce Marrs and Steve Hayes recap the episode that aired March 9th, 2012. Guest Shark, Barbara is back and joins Kevin, Damon, Mark and Robert where they review the “The Profender”, “Nardo’s Natural”, “Rent-A-Grandma”, “Litter” and an Update on “Pork Barrel BBQ”.

Click here to listen to this episode:

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

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On my refrigerator, I have a quote from Dan Miller that states, “Success is never an accident. It typically starts as imagination, becomes a dream, stimulates a goal, grows into a plan of action, which inevitably meets with opportunity.”

What should one do if they have lost their imagination and struggle with identifying their passion?

Just a few short years ago, Brenda Dunagan struggled with this issue. She set-out to seek change in her life with a wide range of experience including project management, accounting, HR, legal, administration, and technical support. In spite of this vast experience, she struggled with direction. 

What did she do? She got started. Brenda did not wait for the vision to be perfect. She started moving toward her dream. That decision took her down  a road she never expected. Currently she serves as founder of an online school for training of virtual assistants while assisting in the operation and support of select companies.

When I asked Brenda how she was able to navigate this journey to arrive at a place where she is happy and fulfilled, she answered, “It is like driving at night, I could only see as far as my headlights shine. When I got there, I could see a little further.”

Sometimes we try to figure everything out before we get started. The problem is, we never get started. I still like the old saying, “God can’t drive a parked car.”

Start dreaming and get moving. You will be surprised what doors God will open.

“The most pathetic person in the world is someone who has sight, but has no vision. ~ Helen Keller

Have a great week!

Pierce
 

Join Pierce Marrs and Steve Hayes in a interview with the President and CEO of “The Salespreneur”, Dave Greco. Dave appeared on Episode 2 of Season 3 pitching his Sales Training program to help businesses see a significant increase in their sales.

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You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

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Sometimes life can be hard. The people that succeed in life face adversity just like everyone else. Frankly, most of the truly successful people I know have overcome huge obstacles. This ability to overcome and persist has contributed to their confidence and ability to conquer future adversity.

“Adversity has the effect of drawing out strength and qualities of a man that would have lain dormant in its absence.” ~ Herodotus, Greek philosopher

Last week, I sat in at the “Write To The Bank” seminar at Dan Miller’s Sanctuary where participants learn to market their writing. A highlight of the event was hearing my friend Kent Julian speak. Kent is a former youth Pastor who has become a popular speaker and author of several books.

Kent is an energetic speaker and captivated the audience in short order as he spoke of challenges as a youth and his daughter’s diabetes. He also mentioned a formula that he believes many people use to get through life; E = O (Events = Outcome).

Do you know someone who lives by this philosophy? These people merely take what life gives and believes that is their fate. It is easy to get caught up in the self pity, unfairness of life, or ‘why me?’ trap.

The successful people I mentioned earlier do not allow this to happen. They use a new formula; E + R = O (Events + Response = Outcome). It is your response to adversity that truly makes the difference. In addition, the growth and perspective brought on by adversity can lead to a higher level of success that you would not have been prepared for otherwise.

“In every adversity lies the seed of an equal or greater opportunity.” ~ Napoleon Hill

I am not saying you should pray for obstacles in your life. They will most likely arrive without an invitation. My message today is that you can choose your response and prevail.

Have a great week!

Pierce

P.S. Click here to learn more about Kent Julian’s Speaking Boot Camp.

P.S.S. Click here to learn more about Dan Miller’s Sanctuary Events such as “Write to the Bank” and “Coaching with Excellence”

Join Pierce Marrs in a candid interview with the founder of TEC and Scottevest, Scott Jordan. Scott was in the Shark Tank for sixty minutes and we saw only twenty minutes. Listen in as Pierce gets the rest of the story about the patent issues, his protection of Scottevest and his relationship with Steve Wosniak of Apple.

Click here to listen to this episode:

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

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Shark Tank Fan Podcast, Season 3 Episode 7. Pierce Marrs and Steve Hayes recap the episode that aired March 2nd, 2012. Guest Shark, Barbara is back and joins Kevin, Damon, Mark and Robert where they review the “Kisstixx”, “The Smart Baker”, “Heat Helper”, “TEC – Technology Enabled Clothing” and an Update on “Daisy Cakes”.

Click here to listen to this episode:

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224. Steve Hayes (left), Pierce Marrs (right)

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I do not know anyone who enjoys rejection. It probably started when we were curious toddlers getting our hand slapped and being told no over and over. However, it is helpful to understand that a no can mean many things. The worst case scenario is that you are one step closer to a yes!

Recently, I had the pleasure of having breakfast with David Loy, COO of Andy Andrew’s organization and we were discussing perseverance. He mentioned that Andy’s business manager Robert D. Smith claims, “I eat no’s for breakfast.” Robert understands this philosophy considering that Andy Andrew’s bestselling book “The Traveler’s Gift” was rejected by fifty-one publishers before going on to sell millions of copies.

Unless you boast a closing percentage of one hundred percent then you will feel the sting of rejection. For example, if you have a closing percentage of sixty percent then four out of ten people are choosing to not do business with you.

There are numerous reasons why a prospect will say no to your offering. Here a few things to remember in the process.

Don’t take it personally.

You will win some and lose some. You may or may not be to blame for the decision of your prospect, however, spending too much time in mourning over a lost sale will cause you to lose momentum when you should be looking at ways to improve and move on to the next prospect.

Don’t close the door.

Be gracious and thank them for their time. Make sure you leave the door open for future opportunities. They may have a good reason for not buying and if you approach them with the correct attitude, they will be more likely to explain why you lost the deal and give you hints on how you can work with them on a future project.

What did you learn?

If you did not learn something from the experience, you are missing a valuable opportunity to improve. If the no was your fault, you should want to know why. It is possible that you did not listen intently to their needs or you did not spend enough time building trust and rapport.You must also consider that your proposal was rejected due to price or a relationship with a competitor, but it could be that the project was abandoned due to funding.

Consider this  the next time you are rejected. Beethoven was told he was hopeless and would never compose. Elvis was told to go back and drive a truck. Walt Disney was fired and told he lacked imagination and had no good ideas. Edison was told he was too stupid to learn anything. I will save Abraham Lincoln for another blog.

Have a great week!

Pierce

Shark Tank Fan Podcast, Season 3 Episode 6. Pierce Marrs and Steve Hayes recap the episode that aired February 24th, 2012. Guest Shark, Lori Grenier from QVC joins Kevin, Damon, Mark and Robert where they review the “Five Minute Furniture”, “The Painted Pretzel”, “ESSO Watches”, “Readerest”and an Update on “Man Candles”.

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

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“If there is any great secret of success in life, it lies in the ability to put yourself in the other person’s place and to see things from his point of view – as well as your own.” ~ Henry Ford

Seeing things through the eyes of someone else is a form of empathy. It is impossible to be a successful communicator if you are not willing to see things from another person’s perspective.

Two of the reasons many people fail in this regard is they think they know what the other person is thinking or they do not really care and are only concerned about what they want to say.

If you want to be truly successful in your relationships and communication, you must become an emphatic listener.

Stephen R. Covey, author of The 7 Habits of Highly Effective People states, “Most people do not listen with the intent to understand; they listen with the intent to reply.”

Covey goes on to say that when another speaks, we’re usually “listening” at one of four levels:

1. Ignoring the other person, not really listening at all.
2. Pretending to listen, “Yeah. Uh-huh. Right.”
3. Selective Listening, hearing only certain parts of the conversation.
4. Attentive Listening, paying attention and focusing energy on the words that are being said.

Few of us practice the fifth level, the highest form of listening, Emphatic Listening. Emphatic listening is listening with the intent to understand by seeing the world the way they see the world.

This type of listening is very unselfish and forces you to set your own feelings and opinions aside. People want to be heard and understood. You can become wildly successful or a dismal failure based on your ability to master this skill.

Have a great week!

Pierce

Shark Tank Fan Podcast, Season 3 Episode 3. Pierce Marrs and Steve Hayes recap the episode that aired February 17th, 2012. Lori Grenier from QVC joins Kevin, Damon, Mark and Robert where they review the “Last Lid”, “Ledge Pillow”, “Talbott Teas”, and “3M Girl Designs” and an Update on “Lightfilm.

You can contact Pierce and Steve or comment on the show at MarrsCoaching.com. Call and leave a question or audio feedback at 615-59-COACH or 615-592-6224.

Contact Pierce and Steve @ MarrsCoaching.com or leave questions and audio feedback @ 615-592-6224.

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Shark Tank Fan Podcast, Season 3 Episode 4. Pierce Marrs and Steve Hayes recap the episode that aired February 10th, 2012. Guest Shark, Lori Grenier from QVC joins Kevin, Damon, Mark and Robert where they review the “The Swilt”, “Sho No”, “Puppy Cakes”, “Wine Balloon”and an Update on “Notehall”.

Contact Pierce and Steve @ MarrsCoaching.com or leave questions and audio feedback @ 615-592-6224.

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Many years ago while working with a small manufacturing company we would direct customers with technical issues directly to the technician in charge of building that product to troubleshoot why the product was malfunctioning. The technician was skilled at the proper operation of the product but was lacking in customer diplomacy.

On one occasion, I received a call from an angry customer who had just encountered this prideful and over zealous technician. As the customer explained exactly how the product was malfunctioning, the technician advised, “That can’t happen!” The customer went on to explain with added expletives that he was watching the product malfunction at that very moment.

I learned many years ago, that if you want to achieve diplomacy with anyone, never tell him or her they are wrong.

Dale Carnegie covers this point thoroughly in How To Win Friends and Influence People. Here are the first three principles from Part Three: How to Win People to Your Way of Thinking:
1. The only way to get the best of an argument is to avoid it.
2. Show respect for the other person’s opinions. Never say, “You’re wrong.”
3. If you are wrong, admit it quickly and emphatically.

Jesus said two thousand years ago in Matthew 5:25A, “Settle matters quickly with your adversary.”

If you want to feed your ego by being right, then go ahead and argue, however, you can diffuse an angry person by allowing them the opportunity to speak their mind. When they feel they have been heard, they will be open to other possibilities.

Have a great week!

Pierce

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A Psychological study I reviewed suggested that seven percent (7%) of the effect you have on others depends on what you say from the mouth, thirty-eight percent (38%) the manner in which you say it and fifty-five percent (55%) by your body language. So, ninety-three (93%) of your message and emotion is being conveyed without saying the actual words.

“The most important thing in communication is hearing what isn’t said.” ~ Peter Drucker

Nonverbal communication is a two-way street. The moment you meet someone, they begin forming an opinion of you. Here are a few things to consider when creating a great first impression:

• Appropriate dress: Clean, neat and conservative will always relate to more people.
• Posture: Stand and sit up straight. Think “up.” Convey energy
• Smile and Make Good eye-contact: Be positive and confident.
• Firm handshake: Avoid a limp hand or squeezing too hard.
• Hand gestures: Keep your hands relaxed and avoid excessive movements.
• Tone of voice: Speak clearly and confident.

You must also consider the body language of the other person. A common mistake many people make is to ignore the other person’s reaction while they are concentrating on the message they want to deliver. The other person may be fidgety, anxious, angry or bored. To ignore these clues could lead to less than desirable results.

When I notice any of these clues, I ask questions to engage the other person. If it is appropriate, I will ask if we need to cut the meeting short and reschedule. My goal is to minimize stress and create rapport and trust. This cannot happen if the other person is distracted and busy with another issue.

You can increase your credibility and success by recognizing positive and negative body language in the people you meet. We will discuss this in more depth in a future issue of The Sales Moment.

Have a great week!

Pierce

Shark Tank Fan Podcast, Season 3 Episode 3. Pierce Marrs and Steve Hayes recap the episode that aired February 3, 2012. Mark Cuban joins Kevin, Damon, Barbara and Robert where they review the “Chord Buddy”, “Liquid Money”, “Tail Lightz”, “You Smell”and an Update on “CBS Foods – Chef Big Shake”.

Contact Pierce and Steve @ MarrsCoaching.com or leave questions and audio feedback @ 615-592-6224.

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Join Pierce Marrs and Steve Hayes as they interview Al Nelson from “EZVIP”. He appeared on Episode One of Season Three and struck a deal with Mark Cuban and Damon John. Al gives his background, what has happened since he appeared on the show and some great advice for hopeful entrepreneurs. You can contact Al’s company at ezvip.com.

Contact Pierce and Steve @ MarrsCoaching.com or leave questions and audio feedback @ 615-592-6224.

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I speak often about the importance of knowing when to talk and when to listen. One mistake many salespeople make is to keep talking after the customer has said yes. This is a good time to talk about the logistics of delivery, scheduling the first session or the weather, but do not KEEP SELLING!

Many people want to negotiate and up-sell after the customer has said yes. I believe you should make the first experience exceptional and build a solid relationship, then you will get an opportunity for future business.

I am not against a good salesperson making reasonable suggestions to enhance my purchase or auto responders online that make other recommendations on my way to the shopping cart. In each of these scenarios I can say no and move on. What I cannot stand is a face-to-face stand off that may never end.

I am a huge fan of The Shark Tank that airs on ABC on Friday night where entrepreneurs pitch their business to a panel of wealthy investors. On a recent episode, a contestant boasted of his exceptional selling skills and had created a sales training program for large companies. Mark Cuban made him an offer and the entrepreneur continued to sell to the other sharks and failed to say yes to Cuban’s offer. As you can probably imagine, Mark chose to teach him a lesson and told him he should have taken the deal when it was offered.

Recently, I watched the movie Moneyball. A true story about Billy Beane played by Brad Pitt as the General Manager of the Oakland A’s. In one scene, Billy is closing the deal on a player trade with another team and hangs up immediately after he hears yes. Billy advised his assistant, “When you get the answer you want, hang up!”

I would never advise you to hang up on a customer, however, when they say they are ready to buy, shut down the presentation and move to the next phase or you may miss the chance.

Have a great week!

Pierce

Check out my Shark Tank Fan Podcast where I recap the businesses, presentations and reactions from the Sharks. You can also find some exclusive interviews with some of the contestants.

Shark Tank Fan Podcast, Season 3 Episode 2. Pierce Marrs and Steve Hayes recap the episode that aired January 27, 2012. Mark Cuban joins Kevin, Damon, Barbara and Robert where they review the “I Want To Draw A Cat For You”, “The Salespreneur”, “Rick Smith Jr. – Magician and Las Vegas Show”, “Invis-A Rack” and an Update on “Citi Kitty” from Season 2.

Contact Pierce and Steve @ MarrsCoaching.com or by voice mail @ 615-592-6224.

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If you ask anyone if they like pushy sales people, the consensus will most likely be a resounding NO! I do not enjoy being pushed any more than anyone and I detest manipulative tactics designed to squeeze a prospect into a purchase they may regret later. In other words, a scenario where the seller wins and the buyer loses.

I believe persistence is a completely different approach. A prospect can feel pushed when they do not believe their needs have been fully understood. However, providing compelling options based on a relationship built on trust, rapport and asking the right questions can lead to a win-win solution.

Recently, while speaking at The Free Agent Academy event in Woodland Park, Colorado, I had the opportunity to speak to a financial coach who was struggling gaining commitment from her prospects. Regardless of the objection she received from her prospect, she would say okay and the conversation would end. I asked her why she did not provide any options to overcome the objection and she said, “I don’t want to sound like a pushy sales person.”

The process of gaining commitment or closing can be a tense moment for the sales person and the buyer. When tension is high, trust is low and vice versa. Tension can be minimized when you develop rapport early in the sales process.

Instead of stressing out about the closing, why not focus on a solutions based process that will be reasonable for both parties. Solution based sales people want the best possible outcome for their customers.

In the example of the financial coach, I asked her if she felt she was qualified to help her prospects. Also, what would happen if she did not find a way to work with them. If she persisted to find a way to work with these people, both the financial coach and the prospect win. The opposite is a lose-lose scenario that may lead to the prospect digging a deeper hole financially or working with someone that may not have the compassion and training to lead them to a positive outcome.

You do not have to be pushy.  Always look for what is in the best interest of your customers and you will win.

Have a great week!

Pierce

Welcome to Season Three, Episode One of the Shark Tank Fan Podcast. Listen as Pierce Marrs and Steve Hayes recap the episode that aired January 20, 2012. Mark Cuban joins Kevin, Damon, Barbara and Robert where they review the “Clean Bottle”, “My Wonderful Life”, “Business Ghost”, “EZVIP”and an Update on “Origaudio”.

Contact Pierce and Steve @ MarrsCoaching.com or by voice mail @ 615-592-6224.

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Can you control your attitude and mood in a given situation? Is happiness a condition of your environment or can you decide to be happy? Happiness and a good attitude is a choice and it comes from deliberate thoughts and actions.

Our very lives are fashioned by choice. First we make choices. Then are choices make us. ~ Anne Frank

The following is a great story about finding what you seek.

A traveler came upon an old farmer hoeing in his field beside the road. Eager to rest his feet, the wanderer hailed the countryman, who seemed happy enough to straighten his back and talk for a moment.
“What sort of people live in the next town?” asked the stranger.
“What were the people like where you’ve come from?” replied the farmer, answering the question with another question.
“They were a bad lot. Troublemakers all, and lazy too. The most selfish people in the world, and not a one of them to be trusted. I’m happy to be leaving the scoundrels.”
“Is that so?” replied the old farmer. “Well, I’m afraid that you’ll find the same sort in the next town.
Disappointed, the traveler trudged on his way, and the farmer returned to his work.
Some time later another stranger, coming from the same direction, hailed the farmer, and they stopped to talk. “What sort of people live in the next town?” he asked.
“What were the people like where you’ve come from?” replied the farmer once again.
“They were the best people in the world. Hard working, honest, and friendly. I’m sorry to be leaving them.”
“Fear not,” said the farmer. “You’ll find the same sort in the next town.”

Dan Miller wrote a compilation of inspirational stories and quotes called The Rudder of the Day. He believes that the first hour after you wake up will set the tone for the rest of your day. It is your choice to start the day with news that will bring you down. then rush out the door and cuss traffic. Or, you can begin your day with a quiet time, read the bible and something positive. Find things in your life to be grateful. It never hurts to have a good laugh and smile at people you meet during the day.

I do not deny the reality of my situation. I deny the finality of it. This too shall pass. ~ Andy Andrews from Mastering The Seven Decisions

What good things are you expecting in your life? You can start today.

Have a great week!

Pierce

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Dale Carnegie said, “Unjust criticism is often a disguised compliment. It often means that you have aroused jealousy and envy. Remember that no one ever kicks a dead dog.”

Most people are more willing to dish out criticism rather than accept it graciously. In business and sales, we have to be willing to seek constructive criticism to help us improve. However, we should be slow to offer unsolicited criticism to people who did not ask for it. Frankly, we do not want advice from people we do not like or respect.

The more you try to accomplish, the more you will be criticized. Dave Ramsey addresses this topic in his new book EntreLeadership. In spite of the scores of people who have been helped by Dave’s material and the continuous stream of people on his radio show shouting, “I’m Debt Free!”, he can still bale his hate mail. Dave quotes Aristotle, “There is only one way to avoid criticism: do nothing, say nothing and be nothing.”

As hard as I try, it is difficult to ignore the constant bombardment of political commentary and more recently the criticism and media attention of Tim Tebow. I watched with interest as Tim saw the thrill of victory against the Steelers and a crushing defeat against the Patriots. I was impressed by this young man’s character and grace in both scenarios. After the defeat, he was seen in the tunnel spending time with a young man named Zachary McLeod who suffered a severe traumatic brain injury while playing high school football.

When asked about his cultural explosion, Tebow said, “I have the opportunity to be able to hang out with Zack before the game, I have the opportunity to go build a hospital in the Philippines, to go do a lot more important things than football. So I’m very thankful for that platform. I wouldn’t change it for anything.”

“Why do you look at the speck of sawdust in your brother’s eye and pay no attention to the plank in your own eye? ~ Matthew 7:3

“Criticism of others is futile and if you indulge in it often you should be warned that it can be fatal to your career.” ~ Dale Carnegie

Have a great week!

Pierce

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This phrase has been used to describe a characteristic of people who may be impressive at first, but after you get to know them, they are found to be shallow and unimaginative. In another instance, it could describe a person’s knowledge or intelligence. They may know a little about everything but nothing substantial about a given topic.

I heard Darren Hardy, publisher of Success Magazine, use this phrase to describe the malady of basing your relationships totally on the success of your social media network. Mr. Hardy concluded that the number of Facebook friends, Twitter followers, and emails processed showed how well he was communicating, not connecting.

Both communicating and connecting are essential to growing your business and sales in today’s economy. However, it is difficult to “strike oil”, in Darren’s words, without a true connection. To truly connect we have to surround ourselves with a group of people who can nurture our success.

A true connection personally or professionally happens when you take the time to get to know and understand someone. It usually happens when you spend time face to face, sharing the same space, and breathing the same air. I advise my clients that anytime you can have a meeting face to face, it will be more productive and your chance of success will increase dramatically.

I recently spoke to a friend of mine from High School who lives in Houston, TX who has built a very successful financial advising practice. So successful, in fact, that he was able to take off one-hundred-sixty-nine days in 2011, and he is only in his late forties.

I asked Glenn how he built a nine figure portfolio with a few hundred clients. He described his intensive screening process of getting to know each client intimately and making sure they are in a financial position to invest. Many times he would refuse to work with a client at the expense of his personal income to keep from compromising his screening criteria. He also considered liking the person a large part of his screening process.

Please consider one more very important point. Glenn has built his business with a group of people that mutually like and trust him. Because he took the time to get to know each client, he has never made a cold call. He has hundreds of satisfied clients based entirely on customer referrals. Those referrals are the product of being truly connected with his clients.

Does this make Glenn a mile wide and a mile deep?

Have a great week!

Pierce

“How Do You Kill 11 Million People?”
Why The Truth Matters More Than You Think
By Andy Andrews

One of my favorite authors, Andy Andrews, has a new book coming out today. Andy has written The Traveler’s Gift and The Noticer to name a few. His new book, How Do You Kill 11 Million People, refers to the number of people killed during the Nazi German regime between 1933 and 1945. Andy ask the question, “What happens to a society when truth is absent?” This is not a political book. It is a short, powerful read that is designed to give you a new perspective. I think you will enjoy it.

Click here to a hear a personal interview with Andy from the former CEO of Thomas Nelson publishing, Mike Hyatt.

Have a great week!

Pierce

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Answering this question is the first step. Knowing your strengths and your weaknesses. Learning your personality and how you react to your environment. This knowledge is essential for you to find proper direction and fulfill your calling. It can also help you develop strong, thriving relationships.

Knowing yourself is a conscious effort; you do it with intention and purpose. It will not happen by merely living your life. Many forty and fifty year olds I meet are amazed when they learn that they were made intentionally with a purpose.

Dan Miller states in his bestselling book, 48 Days to the Work You Love,” that looking inward is 85 percent of the process of finding proper direction. Finding proper direction includes evaluating how God has uniquely gifted you in (1) Skills and abilities, (2) personality traits and (3) values, dreams and passions.

Here are a couple of suggestions to get you started:

• The D.I.S.C. Personality Profile. There’s no better way to start the process of self-evaluation than to get a summary on your personality style. You can choose between a Career or Sales Profile.
• Ask someone who will tell you the truth. One way is personal one on one coaching. Sometimes other people can see things that you cannot. Also, don’t ask mom. In most cases, she is biased.

Rick Warren asks on the cover of his best selling book, The Purpose Driven Life, “What on earth am I here for?” Are you asking yourself that question as we begin this new year? If so, consider a self-evaluation as a first step in your personal development plan for 2012.

“Observe all men; thy self most.” ~ Benjamin Franklin

“It is wisdom to know others;
It is enlightenment to know one’s self.” ~ Lao-Tzu (6th century B.C.)

Here’s to reaching your full potential in 2012.

Happy New Year!

Pierce

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When the going gets tough, what is it that makes some people persevere while others quit? The fact that many people consider their failures the reason for their success is almost a paradox. It has been repeated so many times that the evidence is staggering.

The voice in your head has been called “The Lizard Brain” in the Linchpin by Seth Godin and “Stinkin’ Thinkin’ by Zig Ziglar. This is the voice that tells you that you are not talented enough, you do not have enough education, you do not have the right family tree and it will also ask you, “Why should someone like you succeed?”

We also have to consider those narrow minded people who stand in the way of success by telling people they have no talent and it cannot be done. As much as I despise this type of thinking, I wonder if God put these people in our path to see if we have what it takes to keep moving forward.

Our personality plays a part in how we react to our environment. I am an optimistic person and see the world with a glass half full mentality. Other personality styles tend to question everything and concern themselves with the things that could go wrong. However, we are all susceptible to our own doubts and insecurities. Especially if we are concerned about disappointing those we care about.

We all have the voice in our head that make us question our decisions. The question is what are you doing to overcome that voice? Here are a few things we should do to keep the negative voice at bay in 2012:

1. We can reflect on the successes of our past and gain confidence that we can do it again.
2. We can spend time with people that lift us up and encourage us. Besides, we adopt the values, attitude and even the income of the people we spend time with.
3. We can feed our minds daily with wisdom from people who have gone before us through books and audio. This is necessary if you want to succeed. Every successful person I know feeds their mind and soul by reading the Bible and books that will provide the attitude and knowledge needed to overcome and persevere.

Here’s to your success in 2012!

Happy New Year!

Pierce

P.S. To keep “The Sales Moment” short, I am providing this link to the “50 Famously Successful People Who Failed At First.” I believe you will be encouraged.

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Our home has been decorated for Christmas since the day before Thanksgiving. It would be an understatement to say my wife, Lesa, loves Christmas. Even though our boys are grown, great memories of Christmas past live on through our many traditions. This includes a long list of Christmas movies where we can recite many lines along with the actors on the screen.

We enjoy the gift giving part of Christmas, however, it has taken a back seat to the time we intentionally spend with each other. Time has become more precious and our fondest memories always lead back to the times we spend together as a family.

If you want to create thriving relationships in 2012, I want to encourage you to make the time you have with people in your life count. Be fully present with your family, friends, colleagues and customers. Give them your full attention. Put the computer, Ipad and smartphone away and engage.

Lesa and I have been intentional about planning quality time with our family this season. Here are a few ways we have connected as a family.

Our boys bought Quelf and we played and laughed for an entire evening. Quelf is a fun, unpredictable game where you answer crazy questions and perform ridiculous stunts. There’s only one rule – OBEY THE CARD!

Going to see the Christmas lights takes on a new meaning when you visit the Opryland Hotel here in Nashville. They have nine acres of indoor gardens, cascading waterfalls and an indoor river. You can walk among the gardens enjoying the lights, decorated gazebos and numerous Christmas trees.

Last night, Lesa prepared her special Ziti recipe and as we finished dinner, I read the first chapter of Return to Sawyerton Springs by author Andy Andrews. I was told to read this aloud to my family without any prior preparation. The result was a heartwarming story that left us laughing until we cried. Then we watched Christmas Vacation, one of our favorites.

I pray that as you celebrate the birth of our Lord and Savior, Jesus Christ, you count your blessings and approach each relationship in your life with a humble and generous heart.

Have a Merry Christmas!

Pierce

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At the Marrs’ house, we enjoy Christmas and each year it is a reminder to give because we have received so much. It is also a reminder of the kindness and generosity given to us when we did not feel we had much to give.

I like this definition of giving: To present voluntarily and without expecting compensation.

You may ask what this has to do with business and selling? Truly successful people are generous and giving and they understand the power of this principle. I have been selfish in my life, however, there is nothing like the gratification giving provides.

In Thou Shall Prosper by Rabbi Daniel Lapin, he states, “You must provide for yourself first, so that you can help others later.” He goes on to describe the Havdalah service that asks God to bless their families and wealth. They recite this service over a cup of wine that runs over into the saucer beneath.

This overflowing cup symbolizes the intention to produce during the week ahead not only sufficient to fill one’s own cup, but also an excess that will overflow for the benefit of others. In other words, bless me so I can have sufficient to give away to others.

I was given this poem in a Christmas Card from some dear friends and felt it was poignant. I hope you enjoy it.

“Giving”

What can be gained is not the test
of whether this plan or another is best.
But, “What can I give?” is the answer to ask-
“How can I serve?”, “Allow me the task!”
Let me not falter, but actively seek
the wandering one whose conscience is weak.
And give of my bounty as generously
as the Savior has lavished attention on me.
When the heart overflows with the joy of living
the inexhaustible stores of the Lord are for giving.

Poem by
Polly Anne Fairchild
Mother of Joanne Fairchild Miller

“For God so loved the world that he gave his one and only Son, that whoever believes in him shall not perish but have eternal life.” ~ John: 3:16

Have a blessed Christmas season,

Pierce

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My son is almost finished with his Business Marketing degree and we enjoy talking about what he is learning and the parallels to the real world of business. Recently we spoke about the effectiveness of advertising and he mentioned that if we watch a tragic story on the news, we translate that negative feeling over to the next commercial we see. The same applies for how we communicate with other people.

The lesson here states that when someone is in a negative or No mood, it has a tremendous impact on their decision making and it is difficult to reverse. If you want to achieve agreement with someone during a negotiation or sales call it is important to get them to say yes early and often.

Dale Carnegie taught in How To Win Friends and Influence People, to win people to your way of thinking you must get the other person saying, “Yes, yes” immediately.

This also works when you are speaking to a group. You should get an audience to agree with you to win them over in the early part of a presentation.

To succeed at persuading and negotiating you must become an expert at asking good questions. By learning this skill you will gain valuable insight into the other person’s needs and lead the conversation to a positive outcome.

Questions are divided into four types: 1) Close-Ended, 2) Open-Ended, 3) Reflective and 4) Direct Agreement. Direct Agreement questions are typically yes/no questions and are asked to obtain agreement from the customer.

Salespeople that do not understand the value of this skill will begin with a product presentation before understanding the needs of the customer.

Great salespeople understand that selling is not telling. Selling is asking and listening to the answers.

Have a great week!

Pierce

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I think we take for granted the simple changes we can make that will improve our attitude and have a positive affect on those around us. We can always find things to complain about but I want to challenge you to count your blessings and look for the good in your life.

Does your happiness depend on your circumstances or your attitude? I bet you can think of someone who has everything but is still miserable. While other people seem to have little but are always smiling and happy. I am confident that these happy people did not gain that perspective because of what another person or entity did for them, it was a personal decision.

I believe happiness starts with a grateful heart. Being thankful for how God has blessed you creates an inner peace and joy. Gratitude can remind you of what is important and give you the capacity to be kind and thoughtful to others.

Andy Andrews mentioned on his podcast In The Loop that he gets up everyday and plays a game. As he prepares for the day, he writes down what he is thankful for before each mundane task such as showering, shaving and brushing his teeth. He likes to have ten or twelve items on the list and finds this puts him in a proper state of mind to start his day.

I also think we take for granted the power of a smile. A few of the personal benefits include better health, an improved attitude, a longer life and you just look more attractive.

In How To Win Friends and Influence People, Dale Carnegie wrote the following on how your smile affects other people: Your smile is a messenger of your good will. Your smile brightens the lives of all who see it. To someone who has seen a dozen people frown, scowl or turn their faces away, your smile is like the sun breaking through the clouds.

I hope you will have a grateful heart this week and please do not hold your smile back from someone who needs it.

Happy Thanksgiving!

Pierce

What sunshine is to flowers, smiles are to humanity. These are but trifles, to be sure; but, scattered along life’s pathway, the good they do is inconceivable. ~ Joseph Addison

There is a calmness to a life lived in gratitude, a quiet joy. ~ Ralph H. Blum

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The subject of “mirror neurons” has been brought to my attention from several different sources. This has triggered my desire to share this information and I would appreciate your opinion.

According to Mark Goulston in his book Just Listen, mirror neurons, formerly known as “monkey see, monkey do” neurons, act as mirrors that form the basis for human empathy. He adds that they may be one way nature causes us to care about people. He states one example: When monkey #1 watched monkey #2 toss a ball, the brain of the first monkey reacted as if it had tossed the ball itself.

Have you noticed the reaction people have to a sporting event, a dramatic movie or powerful speaker? Many times you will see them mirror emotionally what they are seeing or hearing.

Storytelling is a powerful way to communicate because it allows people to come along for the adventure. Storytellers cause the brains of their listeners or readers to operate in synch with their own. Best selling author and speaker, Andy Andrews, has mastered this craft. He writes books with a powerful message using real and fictional characters.

Jesus also used stories or parables to communicate a message. When asked by his disciples why he used this method, he replied, “Though seeing, they may not see; though hearing, they may not understand,” Luke 13:10.

If you want to connect with someone emotionally, you must be able to mirror their feelings. To mirror their feelings, you must listen intently.The more accurately you understand, the deeper the connection.

I look forward to hearing your opinion on this subject. You can go to Contact Pierce to leave me your thoughts

Have a great week!

Pierce

You can learn more about Andy at AndyAndrews.com. Also, check out his new podcast, In The Loop with Andy Andrews, for a unique perspective and behind the scenes look into his world.

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These are the words spoken to me by a ten year old boy just a few days ago. I assume that he has adopted this phrase to ease the pain when things do not turn out as he hoped. It saddened me a bit to think that he will always play it safe and expect the least out of life.

I sat with him for a while and discussed the flaw in his philosophy. He had just played a basketball game where he scored one basket. I told him I thought he should plan to score five baskets in the next game. Even if he misses his goal of five but makes three baskets, he will have surpassed the prior goal of just one.

Just like many successful people I know, Lesa and I are discussing and writing down our goals for 2012. My friend Dan Miller completes his goals by November 15th of each year. He says if you wait until January 1st, you are already behind.

When we have large dreams and goals, there is always the risk of disappointment. I believe missed goals provide a learning experience and make us stronger in character. I also believe that the successes in our lives overshadow the failures. We must pray, plan and take action.

I have high expectations for the new year. Join me and make it the best ever?

“Never let the fear of striking out keep you from coming up to bat.” ~ Babe Ruth

I’ve missed more than 9000 shots in my career. I’ve lost almost 300 games. Twenty-six times, I’ve been trusted to take the game winning shot and missed. I’ve failed over and over and over again in my life. And that is why I succeed. ~ Michael Jordan

“The size of your success is measured by the strength of your desire; the size of your dream; and how you handle disappointment along the way.” ~ Robert Kiyosaki

“You may be disappointed if you fail, but you are doomed if you don’t try.” ~ Beverly Sills

Have a great week!

Pierce

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I recently spoke to a group of insurance agents about tools that can help you hire the right people for your team. I use and train organizations to use the DISC personality system to determine someone’s wiring and how they react to their environment. This system is one tool to help you hire new people and ensure a good fit for that position.

Before I spoke, the leader of the event played a short video of Steve Jobs discussing success. The video was titled Success is a Result of Passion and People Around You. It is only eighty-nine seconds long but contains sound advice on why some people succeed and some do not.

First, Jobs stated that Passion is what keeps you going when things get tough. If you are not passionate about what you are doing, you will quit when it becomes difficult. He says if you do not love it, you will fail.

Second, it is imperative that you be a great talent scout. You need a team of great people around you and know how to recognize them.

I also want to let you know about a new podcast entitled EntreLeadership from the Dave Ramsey organization. It is loaded with great advice on how to run a successful business. You can find it at Itunes or you can go to EntreLeadership Podcast.

Last weeks podcast was titled “When Failure is Caused by Leadership.” The failure of a team member to perform is not always the fault of the individual. Many times the leader did not equip that person to win. Knowing the difference can be vital to an organization.

Have passion, love what you do and know how to find and equip the right people.

Have a great week!

Pierce

P.S. Hiring the wrong people can be costly. Contact me for more information about using the DISC Personality Profile in your organization.

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Most people I know are in a hurry. Especially many of the drivers I encounter on the roadways. Unfortunately, our busy schedules force us to always look toward the next task or appointment and leaves little margin for going the extra mile.

When you go the extra mile, you put in more effort than is normally required in order to ensure success.

Jesus said in Matthew 5:41, “If anyone forces you to go one mile, go with them two miles.” In the context of this time in history, one thousand paces was considered to be one mile. This meant that a Roman soldier who was traveling could compel any Jew to pick up his baggage and carry it for him for one mile or one thousand paces. The Jews were very resentful. They would count to one thousand, and they would never carry it one pace over one thousand paces. They would never go one step beyond what they were compelled.

In this scenario, Jesus was concerned about the poor attitude of the Jews. By going the extra mile beyond what was demanded showed an uncommon attitude toward the Romans and set them apart from the crowd.

You may work with a boss or customer that is demanding more than you want to give. Maybe you have been doing the minimum required to get the work done. Taking the time to go the extra mile will give you a proper perspective and represent a great attitude to those you come in contact. It will also help you develop a stellar reputation of great customer service.

Going the extra mile is simply doing more than you are asked or expected to do. It will also make you stand out from your competition. Are you doing the minimum required or going the extra mile?

Have a great week!

Pierce

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The phrase, “When in Rome, do as the Romans do” is credited to St. Ambrose who while in Rome fasted on Saturday and while he was at his home church in Milan, he did not. To observe the practices and traditions of a person or business when visiting is a form of respect and good manners. It is also important in establishing and maintaining good customer relations.

A friend of mine recently cut ties with a vendor because it became too hard to do business with them. It seems that they spoke with technical computer jargon that was difficult to understand. The vendor appeared to make little effort to make the task easier and constantly referred him to other costly resources.

Most people will take the path of least resistance. If you confuse them and place roadblocks in their path, they will simply go somewhere else. I believe it is the responsibility of the business or salesperson to adapt your communication and presentation to your prospective customer. In other words, speak in a language they understand.

Furthermore, it is important to recognize the personality and learning style of a prospect. If you listen closely, they will give you clues to their decision making process. To ignore these clues and forge ahead with a canned script could jeopardize your success. I believe a script should be used as a guide to help you keep your thoughts organized. However, it should never replace making a connection with your prospect.

One caveat. I do not believe one should ignore your own values and morals for the sake of closing a deal. A successful business man advised me when I was young that I should never have to sacrifice my personal values for the sake of doing business. I have been in sales for twenty-nine years and this rule has stood the test of time.

Courage is what it takes to stand up and speak; courage is also what it takes to sit down and listen. ~ Winston Churchill

Clear communications gives your business a positive image as efficient, responsive, and friendly. Isn’t that how you want your customers to see you? ~ Cheryl Stephens

Have a great week!

Pierce

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Many people regard selling as a less than respectful occupation even though we all engage in the selling process on a daily basis. Unfortunately, most of us have had a negative sales experience. For example: If a salesperson has ever treated you dishonestly or misrepresented a product or would not take no for an answer, this could leave a bad taste in your mouth about the sales profession.

Those of you who are actively running your own business or have chosen sales as your profession understand that it is impossible to succeed without a clear sales process. To engage your prospects and customers in a positive manner, providing solutions and quality with your product and service can be one of the most fulfilling and exciting ways to make a living.

Today’s marketplace is changing and I have the opportunity to coach entrepreneurs who are planning to leave their traditional job to seek self employment. They have an expertise in a particular area and want to market that skill to a prospective audience. When it comes time to develop their sales process, they become concerned about how they will be received by their prospects. Especially when it is time to ask for the money.

Here are few things ask yourself as you develop your sales process:

1. Does your product or service have value? Does it solve a problem and provide a want or need? If so, present it proudly.
2. Is your offering worth the price? If it has value, they will pay for it. Remember that your prospect understands that there is a cost associated with it and they expect to pay.
3. Does your personality fit your selling process? If selling is not a fit for your personality and you do not enjoy it, then you should hire someone to accomplish this part of your business. It cannot be ignored.
4. Do you need help getting started? Do not be afraid to ask for help. Selling is a learned skill and reading and coaching can give you the jump start you need to make your business profitable and enjoyable.

Selling is the life blood of your business and doing it well can make you profitable and give you an excellent reputation. Treat people the way you would like to be treated and over deliver great value and you may find that selling can be fun. I certainly do.

Have a great week!

Pierce

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Most people want to be interesting. They want to be thought of as sociable, humorous and a good conversationalist.

Unfortunately, this causes people to talk too much, try to be cool or clever and witty. According to Mark Goulston in his book, Just Listen, they have it backward. If you want to be more interesting, you should be more interested!

Becoming genuinely interested in other people is on Dale Carnegie’s list of six ways to make people like you. This is the simplest way to break the ice with someone you have just met.

The following are some tips to help you master this skill:

1. Avoid insincerity and manipulation. You cannot pretend. You have to be genuine. People will see through your tactics if you are not sincere.
2. Avoid personal issues until you have built trust and rapport. Talk about topics of general interest.
3. Call them by their name.
4. Smile and be positive. It will draw people to you. Most of what people hear is negative.
5. Join in the conversation. If you ONLY ask questions, it will seem like an interrogation. I use the 70/30 rule. I let them talk 70% of the time.
6. Listen intently.

Most people you meet are generally focused on his or herself with their own problems and objectives. When you are able to put your own needs aside and focus on the needs of others, you set yourself apart from the crowd.

Do you want to be interesting? Do you want to be liked? Be interested and do it genuinely. It will make them feel like the most important person in the world.

Have a great week!

Pierce

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Most people want to be interesting. They want to be thought of as sociable, humorous and a good conversationalist.

Unfortunately, this causes people to talk too much, try to be cool or clever and witty. According to Mark Goulston in his book, Just Listen, they have it backward. If you want to be more interesting, you should be more interested!

Becoming genuinely interested in other people is on Dale Carnegie’s list of six ways to make people like you. This is the simplest way to break the ice with someone you have just met.

The following are some tips to help you master this skill:

1. Avoid insincerity and manipulation. You cannot pretend. You have to be genuine. People will see through your tactics if you are not sincere.
2. Avoid personal issues until you have built trust and rapport. Talk about topics of general interest.
3. Call them by their name.
4. Smile and be positive. It will draw people to you. Most of what people hear is negative.
5. Join in the conversation. If you ONLY ask questions, it will seem like an interrogation. I use the 70/30 rule. I let them talk 70% of the time.
6. Listen intently.

Most people you meet are generally focused on his or herself with their own problems and objectives. When you are able to put your own needs aside and focus on the needs of others, you set yourself apart from the crowd.

Do you want to be interesting? Do you want to be liked? Be interested and do it genuinely. It will make them feel like the most important person in the world.

Have a great week!

Pierce

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When you are in business, sometimes things go wrong. A delivery is delayed or arrives damaged or the product or service may not meet the customer’s expectations. It has been my experience that it is not the problem that determines your future with a customer, it has how you handle that problem and make it right.

I recently sat in a conference room with my customer (I will call him Mr. Thomason) seated on my right and a corporate representative for a particular product on my left. Mr. Thomason has been having an abnormal number of product failures.

After I made formal introductions, I asked my customer to describe the issues he has experienced. When he finished, I told the corporate representative how loyal Mr. Thomason has been over the years. I also mentioned his patience and understanding during this trying time.

Mr. Thomason immediately began to tell the corporate representative how he could not be more pleased with how his issues had been handled. He spoke as if the problems he experienced were really no big deal.

Like any good relationship, it takes time to build trust and I have been dealing with Mr. Thomason for several years.

Stephen Covey, author of 7 Habits of Highly Effective People, suggests that with each of our relationships, whether professional or personal, we establish “Emotional Bank Accounts”.

To quote Mr. Covey, “We all know what a financial bank account is. We make deposits into it and build up a reserve from which we can make withdrawals when we need to. An Emotional Bank Account is a metaphor that describes the amount of trust that’s been built up in a relationship. Its the feeling of safeness you have with another human being.”

The other side of the coin is that a shortage of deposits and too many withdrawals results in the account being overdrawn and eventually the relationship is too damaged to repair.

I would like to tell you that every customer will be as understanding as Mr. Thomason, however, there will always be people that you cannot please. Strive to do the right thing for your customers. This includes allowing them to voice their issues and be heard, develop a win-win solution and a solid follow-up plan. Their reaction may surprise you.

Have a great week!

Pierce

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I have heard it said that if you don’t stand for something…you will fall for anything.

When was the last you were challenged on what you believe or value? I heard business coach Chuck Bowen ask a group of entrepreneurs, “What do you value so much, that if given the choice, you would rather die than violate that principle?”

Great people and companies have a clear set of core values that form the foundation on which they live their lives, perform work and conduct themselves.

Core Values: A principle that guides a person or organization’s internal conduct as well as it’s relationship with the external world.

Branding expert Jimi Gibson and I recently conducted a three hour class for Free Agent Academy helping entrepreneurs clarify who they are, what they believe and how they should treat their customers. Answering these questions along with a clear set of core values can determine the brand, marketing and sales process of your business.

My good friend, Pastor and writer Jason Cruise, advised me on the importance of speaking and writing on the undeniable truths of life. Truths that will hold up over time, like those found in God’s scriptures.

Core values determine how you treat your family and other people including your customers. Core values also determine how you conduct business or what kind of employee you will be. The face of business is being challenged by the culture and positive values some companies are choosing to adopt.

Your core values permeate every part of your life. Some examples of these principles are integrity, honesty, respect, excellence, family and service.

A mission statement full of cliche’s is fine but your core values will SHOW the world what you truly stand for.

Question: What principles do you value and why? Please leave your comment here.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

I have heard it said that if you don’t stand for something…you will fall for anything.

When was the last you were challenged on what you believe or value? I heard business coach Chuck Bowen ask a group of entrepreneurs, “What do you value so much, that if given the choice, you would rather die than violate that principle?”

Great people and companies have a clear set of core values that form the foundation on which they live their lives, perform work and conduct themselves.

Core Values: A principle that guides a person or organization’s internal conduct as well as it’s relationship with the external world.

Branding expert Jimi Gibson and I recently conducted a three hour class for Free Agent Academy helping entrepreneurs clarify who they are, what they believe and how they should treat their customers. Answering these questions along with a clear set of core values can determine the brand, marketing and sales process of your business.

My good friend, Pastor and writer Jason Cruise, advised me on the importance of speaking and writing on the undeniable truths of life. Truths that will hold up over time, like those found in God’s scriptures.

Core values determine how you treat your family and other people including your customers. Core values also determine how you conduct business or what kind of employee you will be. The face of business is being challenged by the culture and positive values some companies are choosing to adopt.

Your core values permeate every part of your life. Some examples of these principles are integrity, honesty, respect, excellence, family and service.

A mission statement full of cliche’s is fine but your core values will SHOW the world what you truly stand for.

Question: What principles do you value and why? Please leave your comment here.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

I was recently asked if our current generation of young people are learning good communication skills. I told her honestly that unless parents teach it at home or they seek these skills on their own, they may not learn how to deal with people.

I believe it is beneficial for everyone to learn how to communicate properly and know how to treat people. Before we start debating how poor the service has become in the world today, we should also consider the lack of appreciation from the patrons that frequent these businesses. I do not believe this should be an excuse for the business to be rude, but how difficult is it to say thank you with a smile to the people that serve us?

How to Win Friends and Influence People listed giving honest and sincere appreciation as a fundamental technique in handling people. You will be surprised how well people respond to your needs if you approach them with a good attitude and a simple, sincere thank you.

Last week a nice lady served me and went beyond the call with a good attitude and made my experience memorable. I thanked her for being so helpful. As I walked away I heard her tell the person working with her, “That was really good to hear.”

Recently, I had the pleasure of speaking with Scott Stearman who creates beautiful bronze sculptors. He is working on a bust of Mr. Cathy, the owner of Chik-fil-a and told me of his experience when he visited the headquarters in Atlanta. Scott was surprised to see the unique collection of cars, art and antique carriages in the building. What surprised him most was the culture and work environment of the employees. He asked Mr. Cathy if he could explain how he had become so successful. Mr. Cathy replied, “I just treat people the way the want to be treated.”

Do to others as you would have them do to you. Luke 6:31

Have a great week!

Pierce

To Download Right Click and Select “Save As”

I was recently asked if our current generation of young people are learning good communication skills. I told her honestly that unless parents teach it at home or they seek these skills on their own, they may not learn how to deal with people.

I believe it is beneficial for everyone to learn how to communicate properly and know how to treat people. Before we start debating how poor the service has become in the world today, we should also consider the lack of appreciation from the patrons that frequent these businesses. I do not believe this should be an excuse for the business to be rude, but how difficult is it to say thank you with a smile to the people that serve us?

How to Win Friends and Influence People listed giving honest and sincere appreciation as a fundamental technique in handling people. You will be surprised how well people respond to your needs if you approach them with a good attitude and a simple, sincere thank you.

Last week a nice lady served me and went beyond the call with a good attitude and made my experience memorable. I thanked her for being so helpful. As I walked away I heard her tell the person working with her, “That was really good to hear.”

Recently, I had the pleasure of speaking with Scott Stearman who creates beautiful bronze sculptors. He is working on a bust of Mr. Cathy, the owner of Chik-fil-a and told me of his experience when he visited the headquarters in Atlanta. Scott was surprised to see the unique collection of cars, art and antique carriages in the building. What surprised him most was the culture and work environment of the employees. He asked Mr. Cathy if he could explain how he had become so successful. Mr. Cathy replied, “I just treat people the way the want to be treated.”

Do to others as you would have them do to you. Luke 6:31

Have a great week!

Pierce

To Download Right Click and Select “Save As”

I have often used the analogy of a well executed job interview as a parallel to an effective sales process. Most people will agree that during a job interview, the product is you. I want to add that you are always a part of the product you are selling. Therefore, if someone buys your product, they are also buying you.

There are many occasions other than a job interview that selling yourself is required. When you were younger you may remember the steps you took to get a date or selling your parents on an extended curfew. In your adult life, there may be times when you need to request support for a project or cause.

All of these circumstances require you to have certain qualities. When you think about it, if you cannot sell yourself as a person to others, you are going to have a difficult time selling them your ideas, your wishes, your needs, your ambitions, your skills, and your experience.

The first step in selling yourself is being keenly aware of your talents and abilities and understanding your own personality.

The next step to selling yourself requires that you have a great attitude and learn how to smile. Building relationships require you being someone that people like and want to be around. Most people make decisions about you in the first few moments of meeting you.

Other qualities required are being trustworthy and a good communicator. Learn how to listen and ask good questions. Learn to be interested in other people and understand it is not all about you. Take good notes and make the other person feel heard.

A potential employer and a sales prospect have the same thing in common, they have a need. The question is, are you the person who can help them?

I have listed a few of the qualities required to Sell Yourself. What other qualities could be added to this list? You can leave a comment by clicking here.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

I have often used the analogy of a well executed job interview as a parallel to an effective sales process. Most people will agree that during a job interview, the product is you. I want to add that you are always a part of the product you are selling. Therefore, if someone buys your product, they are also buying you.

There are many occasions other than a job interview that selling yourself is required. When you were younger you may remember the steps you took to get a date or selling your parents on an extended curfew. In your adult life, there may be times when you need to request support for a project or cause.

All of these circumstances require you to have certain qualities. When you think about it, if you cannot sell yourself as a person to others, you are going to have a difficult time selling them your ideas, your wishes, your needs, your ambitions, your skills, and your experience.

The first step in selling yourself is being keenly aware of your talents and abilities and understanding your own personality.

The next step to selling yourself requires that you have a great attitude and learn how to smile. Building relationships require you being someone that people like and want to be around. Most people make decisions about you in the first few moments of meeting you.

Other qualities required are being trustworthy and a good communicator. Learn how to listen and ask good questions. Learn to be interested in other people and understand it is not all about you. Take good notes and make the other person feel heard.

A potential employer and a sales prospect have the same thing in common, they have a need. The question is, are you the person who can help them?

I have listed a few of the qualities required to Sell Yourself. What other qualities could be added to this list? You can leave a comment by clicking here.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

I live just south of Nashville Tennessee where many aspiring musicians come to pursue their dreams of success in the music business. When the public first hears the name of an up and coming star they are sometimes referred to as an overnight success. Only people closest to the artist understand the sacrifice and numerous hours of practice required while performing for little or no pay.

Success can mean many things to different people. You may want to be a better spouse or parent, write a book, launch a new business, reach your sales goals or become debt free. It is easy to become frustrated when our version of success does not happen as fast as we would like.

We live in a “I want it now society.” However, it has been my experience that success comes when we make a series of daily deposits over a period of time.

The first step is getting started. Inaction can be your greatest enemy, especially if you’re the type of person who likes to have everything perfect before you begin. This was a difficult lesson for me to learn.

Next, don’t get discouraged if it takes longer than you think. Malcolm Gladwell states in his best-selling book, Outliers, that an investment of ten thousand hours is required to become an expert or achieve mastery of a certain skill.

Gladwell uses The Beatles as an example. Lennon and McCartney started playing together seven years prior to the British Invasion of 1964. Bill Gates joined a computer club in 1968 while in the seventh grade and spent many hours writing code when most colleges did not have access to this technology.

Fred Smith, founder of FedEx, grew up with a father who owned a successful Regional Bus Line. Fred learned to fly as a teenager and while at Yale flew charter flights for students and delivered packages for people.

I thought ten thousand hours seemed unreasonable until I started examining the journey of people that I respected. The practice, education and hours they invested prior to their public notoriety helped them find their voice and define their message.

Overnight success is a myth. Quit being so hard on yourself and enjoy the journey. Make daily deposits toward your success and one day you will look back and be amazed at the progress you have made.

Question: What daily deposits are you making to achieve success in your own life? You can leave a comment by clicking here.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

I live just south of Nashville Tennessee where many aspiring musicians come to pursue their dreams of success in the music business. When the public first hears the name of an up and coming star they are sometimes referred to as an overnight success. Only people closest to the artist understand the sacrifice and numerous hours of practice required while performing for little or no pay.

Success can mean many things to different people. You may want to be a better spouse or parent, write a book, launch a new business, reach your sales goals or become debt free. It is easy to become frustrated when our version of success does not happen as fast as we would like.

We live in a “I want it now society.” However, it has been my experience that success comes when we make a series of daily deposits over a period of time.

The first step is getting started. Inaction can be your greatest enemy, especially if you’re the type of person who likes to have everything perfect before you begin. This was a difficult lesson for me to learn.

Next, don’t get discouraged if it takes longer than you think. Malcolm Gladwell states in his best-selling book, Outliers, that an investment of ten thousand hours is required to become an expert or achieve mastery of a certain skill.

Gladwell uses The Beatles as an example. Lennon and McCartney started playing together seven years prior to the British Invasion of 1964. Bill Gates joined a computer club in 1968 while in the seventh grade and spent many hours writing code when most colleges did not have access to this technology.

Fred Smith, founder of FedEx, grew up with a father who owned a successful Regional Bus Line. Fred learned to fly as a teenager and while at Yale flew charter flights for students and delivered packages for people.

I thought ten thousand hours seemed unreasonable until I started examining the journey of people that I respected. The practice, education and hours they invested prior to their public notoriety helped them find their voice and define their message.

Overnight success is a myth. Quit being so hard on yourself and enjoy the journey. Make daily deposits toward your success and one day you will look back and be amazed at the progress you have made.

Question: What daily deposits are you making to achieve success in your own life? You can leave a comment by clicking here.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

There are few things more beneficial to having successful relationships than learning good communication skills. Effective communication is a learned skill. My professional life was changed twenty-eight years ago in part because I was told by my mentor to read How to Win Friends and Influence People by Dale Carnegie.

I have quoted Mr. Carnegie’s principles over the years to anyone who would listen, including my two sons. I am sure they appreciated the information, but that is all it is, information, until it has a practical use in someone’s life.

My older son, Nick, is the Road Manager and Director of Merchandising and Digital Media for Matt Mason. Matt won the televised competition, CMT’s next Superstar and his career is taking off. Nick has a long list of responsibilities and most of these include direct communication and coordination with a number of people at each concert venue.

I gave Nick How to Win Friends and Influence People a while ago as a gift. He read it, saw the benefits of adopting these principles and they are serving him well in his current position. While my wife, Lesa, was complimenting Nick on how he handled a recent situation with a fan, he quoted a principle from the book. Lesa could not wait to tell me.

Here are some excellent excerpts that you can use today:

• Smile
• Remember that a man’s name is to him the sweetest and most important sound in the English language.
• Be a good listener. Encourage others to talk about themselves
• Make people feel important, and do it sincerely.
• Begin in a friendly way
• Begin with praise and honest appreciation.

How would learning effective communication skills at a young age change the course of a child’s life? I believe it is as important as learning proper morals, character, humility and manners.

Question: What principle did you learn as a child that has served you well in your life? You can comment by clicking here.

If you would like to learn more about Matt Mason including his upcoming tour dates, go to mattmasonmusic.com

Have a great week!

Pierce

To Download Right Click and Select “Save As”

There are few things more beneficial to having successful relationships than learning good communication skills. Effective communication is a learned skill. My professional life was changed twenty-eight years ago in part because I was told by my mentor to read How to Win Friends and Influence People by Dale Carnegie.

I have quoted Mr. Carnegie’s principles over the years to anyone who would listen, including my two sons. I am sure they appreciated the information, but that is all it is, information, until it has a practical use in someone’s life.

My older son, Nick, is the Road Manager and Director of Merchandising and Digital Media for Matt Mason. Matt won the televised competition, CMT’s next Superstar and his career is taking off. Nick has a long list of responsibilities and most of these include direct communication and coordination with a number of people at each concert venue.

I gave Nick How to Win Friends and Influence People a while ago as a gift. He read it, saw the benefits of adopting these principles and they are serving him well in his current position. While my wife, Lesa, was complimenting Nick on how he handled a recent situation with a fan, he quoted a principle from the book. Lesa could not wait to tell me.

Here are some excellent excerpts that you can use today:

• Smile
• Remember that a man’s name is to him the sweetest and most important sound in the English language.
• Be a good listener. Encourage others to talk about themselves
• Make people feel important, and do it sincerely.
• Begin in a friendly way
• Begin with praise and honest appreciation.

How would learning effective communication skills at a young age change the course of a child’s life? I believe it is as important as learning proper morals, character, humility and manners.

Question: What principle did you learn as a child that has served you well in your life? You can comment by clicking here.

If you would like to learn more about Matt Mason including his upcoming tour dates, go to mattmasonmusic.com

Have a great week!

Pierce

To Download Right Click and Select “Save As”

My younger son served as an intern at our church this summer working in the children’s ministry. The staff invited families of the eleven interns to a dinner to thank them and celebrate the end of a great summer. I went to support my son and see friends and have a great meal. By the way, the lasagna was delicious. As usual, I received more than a great meal.

Pastor Tom McCoy delivered a message of encouragement from Jeremiah to each of the young people who served. As I listened I was challenged and inspired. I remember consciously thinking, “I am really glad I showed up.”

The first step in being challenged and inspired is to leave the cave and participate. The cave can be your physical home and you should leave to interact with people that are looking to achieve a higher purpose. Many times they will ask more of you than you thought you were able to give. You can also turn off your TV and read a book. You can choose to listen to audio recordings in your car or while you work in the yard. You can tap into the wisdom of those who have gone before you by simply making small adjustments in your lifestyle.

The second step and key component is that you must be open and hungry to learn. Several people sat in that room with me the other night and they were not challenged or inspired. Frankly, they probably could not wait for it to be over.

I am challenged and inspired in several areas of my life by people and information I choose to surround myself.

I am challenged and inspired by:

• Going to church and listening to a powerful sermon from God’s word or having lunch with my friend Jason where he challenges me to find life’s truth.
• My beautiful wife Lesa with her encouragement, tireless faith and integrity. She helps me be a better man, husband and father.
• My son Nick who encourages me to live a healthy life so I can enjoy my grandchildren. Also, his drive and focus is contagious.
• My son Nathan with his gracious personality and attitude. Also, his call to a greater purpose and service.
• My friends Dan and Joanne Miller that have shown me that I can love work and live with purpose.
• Listening to Dave Ramsey show me how to be responsible with my finances.

There are many more people that have challenged and inspired me through their friendship, coaching and writing. Too many to name.

I hope you will intentionally seek people and information that will help you reach a higher level of success in all areas of your life.

“From the standpoint of daily life, however, there is one thing we do know: that we are here for the sake of each other – above all for those upon whose smile and well-being our own happiness depends, and also for the countless unknown souls with whose fate we are connected by a bond of sympathy. Many times a day I realize how much my own outer and inner life is built upon the labors of my fellow men, both living and dead, and how earnestly I must exert myself in order to give in return as much as I have received.”
— Albert Einstein

Please share when you have been challenged and inspired. I look forward to hearing from you. Share in the comment section below.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

My younger son served as an intern at our church this summer working in the children’s ministry. The staff invited families of the eleven interns to a dinner to thank them and celebrate the end of a great summer. I went to support my son and see friends and have a great meal. By the way, the lasagna was delicious. As usual, I received more than a great meal.

Pastor Tom McCoy delivered a message of encouragement from Jeremiah to each of the young people who served. As I listened I was challenged and inspired. I remember consciously thinking, “I am really glad I showed up.”

The first step in being challenged and inspired is to leave the cave and participate. The cave can be your physical home and you should leave to interact with people that are looking to achieve a higher purpose. Many times they will ask more of you than you thought you were able to give. You can also turn off your TV and read a book. You can choose to listen to audio recordings in your car or while you work in the yard. You can tap into the wisdom of those who have gone before you by simply making small adjustments in your lifestyle.

The second step and key component is that you must be open and hungry to learn. Several people sat in that room with me the other night and they were not challenged or inspired. Frankly, they probably could not wait for it to be over.

I am challenged and inspired in several areas of my life by people and information I choose to surround myself.

I am challenged and inspired by:

• Going to church and listening to a powerful sermon from God’s word or having lunch with my friend Jason where he challenges me to find life’s truth.
• My beautiful wife Lesa with her encouragement, tireless faith and integrity. She helps me be a better man, husband and father.
• My son Nick who encourages me to live a healthy life so I can enjoy my grandchildren. Also, his drive and focus is contagious.
• My son Nathan with his gracious personality and attitude. Also, his call to a greater purpose and service.
• My friends Dan and Joanne Miller that have shown me that I can love work and live with purpose.
• Listening to Dave Ramsey show me how to be responsible with my finances.

There are many more people that have challenged and inspired me through their friendship, coaching and writing. Too many to name.

I hope you will intentionally seek people and information that will help you reach a higher level of success in all areas of your life.

“From the standpoint of daily life, however, there is one thing we do know: that we are here for the sake of each other – above all for those upon whose smile and well-being our own happiness depends, and also for the countless unknown souls with whose fate we are connected by a bond of sympathy. Many times a day I realize how much my own outer and inner life is built upon the labors of my fellow men, both living and dead, and how earnestly I must exert myself in order to give in return as much as I have received.”
— Albert Einstein

Please share when you have been challenged and inspired. I look forward to hearing from you. Share in the comment section below.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

Before your imagination takes you to the Charles Dickens tale of the orphan Pip and his adventures with Miss Havisham and Estella, let me simply state that we all have expectations of the people we interact with.

Every day, people will do business with a particular person or business because they’re is an assurance they will get what they expect and just like the fast food chain says, they want it they’re way!

Building trust is an essential part of building strong business and personal relationships. Having trust in someone means that you believe he or she is going to do what you expect. Each time a person falls short of your expectations, trust is lost.

Fortunately, the opposite is also true. When expectations are satisfied or exceeded, the results are stronger relationships, repeat customers and great testimonials.

No company or individual is perfect. We all make mistakes. The manner in which you solve someone’s problem can be one of your greatest tools to building trust and rapport.

While conducting an online sales class recently, Kevin Miller with Free Agent Academy mentioned that when he was waiting tables he was surprised to find that when he properly resolved a disgruntled customer’s problem, his tip would go up five to ten percent.

I saw this quote and believe it is appropriate; “Excellent customer service is the ability of a person or organization to constantly and consistently exceed the customer’s expectations.”

Question: Have your expectations been exceeded? Do you have an excellent tip on how people can improve customer service? You can share by clicking here.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

Before your imagination takes you to the Charles Dickens tale of the orphan Pip and his adventures with Miss Havisham and Estella, let me simply state that we all have expectations of the people we interact with.

Every day, people will do business with a particular person or business because they’re is an assurance they will get what they expect and just like the fast food chain says, they want it they’re way!

Building trust is an essential part of building strong business and personal relationships. Having trust in someone means that you believe he or she is going to do what you expect. Each time a person falls short of your expectations, trust is lost.

Fortunately, the opposite is also true. When expectations are satisfied or exceeded, the results are stronger relationships, repeat customers and great testimonials.

No company or individual is perfect. We all make mistakes. The manner in which you solve someone’s problem can be one of your greatest tools to building trust and rapport.

While conducting an online sales class recently, Kevin Miller with Free Agent Academy mentioned that when he was waiting tables he was surprised to find that when he properly resolved a disgruntled customer’s problem, his tip would go up five to ten percent.

I saw this quote and believe it is appropriate; “Excellent customer service is the ability of a person or organization to constantly and consistently exceed the customer’s expectations.”

Question: Have your expectations been exceeded? Do you have an excellent tip on how people can improve customer service? You can share by clicking here.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

Face it, there are some people we connect with and really like and others just seem to rub us the wrong way. Which one are you and is it under your control?

Recently I spoke to a person in an office where they receive regular visits from various salespeople. She shared her disappointment that one of the salespeople had received a promotion and would no longer be calling on them. This made me curious so I probed further and she gave me several reasons why this salesperson stood out from the crowd. Please note the key words I highlighted.

Her response; “When he first called on us he was very genuine and friendly. He was also very respectful of our time and aware when things were crazy and hectic. He made an effort to learn how we liked to work with salespeople and did not come in with his own agenda. Everyone liked him and after a while we came to trust him and would drop the normal gate-keeping protocol and allow him to come on in because we knew he would not abuse it.”

You can choose which category you are in. Dale Carnegie wrote in his book How to Win Friends and Influence People six ways to make people like you:

1. Become genuinely interested in other people.
2. Smile.
3. Remember that a person’s name is to that person the sweetest and most important sound in any language.
4. Be a good listener. Encourage others to talk about themselves.
5. Talk in terms of the other person’s interests.
6. Make the other person feel important and do it sincerely.

Building trust and rapport is the foundation of any personal or business relationship. The question is, will they miss you when you’re gone or will they be glad to see you go? It is truly up to you.

Question: What do you believe is the number one mistake people make in building trust and rapport? You can make a comment by clicking here.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

Face it, there are some people we connect with and really like and others just seem to rub us the wrong way. Which one are you and is it under your control?

Recently I spoke to a person in an office where they receive regular visits from various salespeople. She shared her disappointment that one of the salespeople had received a promotion and would no longer be calling on them. This made me curious so I probed further and she gave me several reasons why this salesperson stood out from the crowd. Please note the key words I highlighted.

Her response; “When he first called on us he was very genuine and friendly. He was also very respectful of our time and aware when things were crazy and hectic. He made an effort to learn how we liked to work with salespeople and did not come in with his own agenda. Everyone liked him and after a while we came to trust him and would drop the normal gate-keeping protocol and allow him to come on in because we knew he would not abuse it.”

You can choose which category you are in. Dale Carnegie wrote in his book How to Win Friends and Influence People six ways to make people like you:

1. Become genuinely interested in other people.
2. Smile.
3. Remember that a person’s name is to that person the sweetest and most important sound in any language.
4. Be a good listener. Encourage others to talk about themselves.
5. Talk in terms of the other person’s interests.
6. Make the other person feel important and do it sincerely.

Building trust and rapport is the foundation of any personal or business relationship. The question is, will they miss you when you’re gone or will they be glad to see you go? It is truly up to you.

Question: What do you believe is the number one mistake people make in building trust and rapport? You can make a comment by clicking here.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

I speak to a lot of people who are working to improve their existing business or start up a new one. This is one of my favorite topics and it is one of the many reasons I decided to become a sales coach. As I listen to someone get excited about a new idea, I immediately begin a check list of items that I believe are essential for success.

Recently, while listening to Dan Miller’s 48 Days Podcast, I was reminded of the Five Predictors of Success that Dan outlines in his best-selling book, No More Mondays. I went back and re-read Dan’s account of these predictors and the characteristics required for success. They may look different than what you were taught and I wanted to pass them on to you with a short synopsis of each one.

1. Passion, defined as intense emotional excitement, goes beyond mere enthusiasm. A person with passion can set goals but don’t be surprised if others do not share or support your vision.
2. Determination. Without determination, a person can easily be lured away from his or her path. Remember to always establish priorities instead of responding to circumstances.
3. Talent allows a person to focus. Discover your own talent. What are those things you love to do whether or not you get paid?
4. Self-discipline. Without self-discipline, a person can easily be swayed by others. Self-discipline is the foundation that makes the other predictors work.
5. Faith. Faith is that intangible ingredient that moves a person past the initial planning and persistence. Success is ultimately more art than science, more intuition than logic.

What criteria do you use to make work and business decisions in your life? If it is based solely on the income potential or the latest trend, you may end up disappointed and unfulfilled.

Our hearts have to join our heads to find true life direction. Destiny is not a matter of chance; it is a matter of choice. It is not a thing to be waited for; it is a thing to be achieved. ~William Jennings Bryan

Have a great week!

Pierce

*A portion of this blog and The Five Predictors of Success was an excerpt from Dan Miller’s book, No More Mondays. Please go to www.48days.com to learn more about how you can have work that you love and No More Mondays.

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I speak to a lot of people who are working to improve their existing business or start up a new one. This is one of my favorite topics and it is one of the many reasons I decided to become a sales coach. As I listen to someone get excited about a new idea, I immediately begin a check list of items that I believe are essential for success.

Recently, while listening to Dan Miller’s 48 Days Podcast, I was reminded of the Five Predictors of Success that Dan outlines in his best-selling book, No More Mondays. I went back and re-read Dan’s account of these predictors and the characteristics required for success. They may look different than what you were taught and I wanted to pass them on to you with a short synopsis of each one.

1. Passion, defined as intense emotional excitement, goes beyond mere enthusiasm. A person with passion can set goals but don’t be surprised if others do not share or support your vision.
2. Determination. Without determination, a person can easily be lured away from his or her path. Remember to always establish priorities instead of responding to circumstances.
3. Talent allows a person to focus. Discover your own talent. What are those things you love to do whether or not you get paid?
4. Self-discipline. Without self-discipline, a person can easily be swayed by others. Self-discipline is the foundation that makes the other predictors work.
5. Faith. Faith is that intangible ingredient that moves a person past the initial planning and persistence. Success is ultimately more art than science, more intuition than logic.

What criteria do you use to make work and business decisions in your life? If it is based solely on the income potential or the latest trend, you may end up disappointed and unfulfilled.

Our hearts have to join our heads to find true life direction. Destiny is not a matter of chance; it is a matter of choice. It is not a thing to be waited for; it is a thing to be achieved. ~William Jennings Bryan

Have a great week!

Pierce

*A portion of this blog and The Five Predictors of Success was an excerpt from Dan Miller’s book, No More Mondays. Please go to www.48days.com to learn more about how you can have work that you love and No More Mondays.

To Download, Right Click and Select “Save As”

I have heard this phrase used in business and sales to describe a relationship with an undesirable client who may not be worth the continued investment of your time. I believe it can benefit you in many other areas of your life.

In selling, are you willing to walk away when your product or service does not fit your prospect’s needs.

Walk away when a negotiation does not meet your criteria.

Walk away from a job opportunity when you know it is not a proper fit.

Walk away from the refrigerator when you know you it goes against your health goals and you will feel worse when you eat it.

Walk away from gossip or a dirty joke at work because it goes against your moral beliefs.

I mentioned this phrase on two different occasions this week and both left a lasting impression. While being interviewed by Kevin Miller of Free Agent Academy, we discussed the proper attitude an entrepreneur should have while approaching a new prospect. I advised them that their motive should include determining if the prospect was a good fit for their product or service.

The other scenario included a different set of circumstances involving a person’s relationship to his career. Are you a slave to your job because you do not believe you have options? Does your financial situation make you feel you have to stay where you are and be thankful you have a job or should you minimize debt, put aside an emergency fund and do work on your own terms?

Walk away power is not avoiding responsibility. We all have obligations and responsibilities and I firmly believe in taking care of your family. It is planning, preparing and positioning yourself for the greatest chance of success.

When you lose your walk away power, you lose your objectivity. Part of having walk away power means having confidence. Confidence means freedom from doubt; belief in yourself and your abilities.

Walk away power does not always mean you walk away. It just means you have a choice.

Have a great week!

Pierce
P.S. Share with us YOUR Walk Away Story.

To Download, Right Click and Select “Save As”

I have heard this phrase used in business and sales to describe a relationship with an undesirable client who may not be worth the continued investment of your time. I believe it can benefit you in many other areas of your life.

In selling, are you willing to walk away when your product or service does not fit your prospect’s needs.

Walk away when a negotiation does not meet your criteria.

Walk away from a job opportunity when you know it is not a proper fit.

Walk away from the refrigerator when you know you it goes against your health goals and you will feel worse when you eat it.

Walk away from gossip or a dirty joke at work because it goes against your moral beliefs.

I mentioned this phrase on two different occasions this week and both left a lasting impression. While being interviewed by Kevin Miller of Free Agent Academy, we discussed the proper attitude an entrepreneur should have while approaching a new prospect. I advised them that their motive should include determining if the prospect was a good fit for their product or service.

The other scenario included a different set of circumstances involving a person’s relationship to his career. Are you a slave to your job because you do not believe you have options? Does your financial situation make you feel you have to stay where you are and be thankful you have a job or should you minimize debt, put aside an emergency fund and do work on your own terms?

Walk away power is not avoiding responsibility. We all have obligations and responsibilities and I firmly believe in taking care of your family. It is planning, preparing and positioning yourself for the greatest chance of success.

When you lose your walk away power, you lose your objectivity. Part of having walk away power means having confidence. Confidence means freedom from doubt; belief in yourself and your abilities.

Walk away power does not always mean you walk away. It just means you have a choice.

Have a great week!

Pierce
P.S. Share with us YOUR Walk Away Story.

To Download Right Click and Select “Save As”

This phrase falls in line with a multitude of sayings people have created to portray a great salesperson. I understand this is considered a form of flattery and is meant to say that a person has mastered the art of persuasion, but have you ever considered that this may be a negative statement about a salesperson?

Wiktionary describes “Sell ice to Eskimos” as (idiomatic), To persuade people to go against their best interests or to accept something unnecessary or preposterous.
Example: “He’s such a smooth talker, he could sell ice to Eskimos.”

If you have super powers of persuasion and can take someone’s money leaving them with buyer’s remorse, is this a win-win? What are your chances of a continued relationship with this customer?

A relationship sales process executed correctly can uncover wants and needs that the prospect did not know they had. This process includes building trust and rapport, listening intently and asking good questions.

Selling should be a virtue and this comes with a proper motive. Ask yourself if your product or service is providing value for your customer.

If you see your customer in a restaurant this weekend will you run the other way or will you greet them with a smile knowing you did the best you could to serve them well? I hope the latter.

One more thing, let’s stop picking on the Eskimos.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

This phrase falls in line with a multitude of sayings people have created to portray a great salesperson. I understand this is considered a form of flattery and is meant to say that a person has mastered the art of persuasion, but have you ever considered that this may be a negative statement about a salesperson?

Wiktionary describes “Sell ice to Eskimos” as (idiomatic), To persuade people to go against their best interests or to accept something unnecessary or preposterous.
Example: “He’s such a smooth talker, he could sell ice to Eskimos.”

If you have super powers of persuasion and can take someone’s money leaving them with buyer’s remorse, is this a win-win? What are your chances of a continued relationship with this customer?

A relationship sales process executed correctly can uncover wants and needs that the prospect did not know they had. This process includes building trust and rapport, listening intently and asking good questions.

Selling should be a virtue and this comes with a proper motive. Ask yourself if your product or service is providing value for your customer.

If you see your customer in a restaurant this weekend will you run the other way or will you greet them with a smile knowing you did the best you could to serve them well? I hope the latter.

One more thing, let’s stop picking on the Eskimos.

Have a great week!

Pierce

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Email has been a welcome technology for most of us, especially in business. It allows us to exchange information as fast as our internet will take us. We can include attachments such as proposals, pictures and links to our website or other destinations on the internet.

Is there a time when email can be a poor use of communication? I believe there are situations when speaking live to someone is the only way to communicate. This story is a great example.

I sent an email to a gentlemen clarifying the details of a particular project. I did my best to explain my position and justify the percentages that I concluded were fair and reasonable. As you may have guessed, his interpretation of my email did not convey my true motive and attitude. I received a long, scathing email from him so I decided to give him a call. After a few minutes on the phone we were able to work out the details and move on with our day.

The written word is considered more precise if you choose your words carefully and have a clear message. However, oral communication can be significantly more effective in expressing meaning.

No matter how hard you try, there are times when your written words cannot clearly convey the spirit of your message and will be taken out of context.

Email is a great short cut to send information and respond when it is convenient but recognize when you should pick up the phone and have a simple conversation.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

Email has been a welcome technology for most of us, especially in business. It allows us to exchange information as fast as our internet will take us. We can include attachments such as proposals, pictures and links to our website or other destinations on the internet.

Is there a time when email can be a poor use of communication? I believe there are situations when speaking live to someone is the only way to communicate. This story is a great example.

I sent an email to a gentlemen clarifying the details of a particular project. I did my best to explain my position and justify the percentages that I concluded were fair and reasonable. As you may have guessed, his interpretation of my email did not convey my true motive and attitude. I received a long, scathing email from him so I decided to give him a call. After a few minutes on the phone we were able to work out the details and move on with our day.

The written word is considered more precise if you choose your words carefully and have a clear message. However, oral communication can be significantly more effective in expressing meaning.

No matter how hard you try, there are times when your written words cannot clearly convey the spirit of your message and will be taken out of context.

Email is a great short cut to send information and respond when it is convenient but recognize when you should pick up the phone and have a simple conversation.

Have a great week!

Pierce

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In Part 1, I asked, “Is it ever appropriate to pay more?” I went on to describe the concerns of a restaurant owner and whether he should charge for water.

Later that day, I went shopping for my Father’s Day present. Since I spend a large amount of time in my car, I told Lesa I wanted a hand’s free speakerphone for my car. She consented and I went shopping.

My good friend and associate, Ted, has been using the BlueAnt S4 handsfree speaker phone for about six months and is very satisfied with the product. I appreciate a good referral and testimony so I decided to buy the same one. I checked out the website for retailers that sell that product. I found two popular electronic stores in my area that carry BlueAnt product and paid them a visit. This is what happened.

Electronic Store #1: This is the store that Ted bought his speakerphone and I shop there often. I was asked shortly after entering the store if I needed help. I told him what I was looking for and he gave me a perplexed look. He took me to the area where this product was sold and let me know that he had never heard of BlueAnt and this was all he had available and offered no more help.

I had more items on my list but the sales person dismissed me and I left the store.

Electronic Store #2: Again, I was offered help immediately as I entered the store. He also led me to the handsfree speakerphone section where there were no BlueAnt handsfree speakerphones to be found. I was a little disappointed.

He asked me if I could wait a moment and see if he had one in the back. I shopped for the other items on my list while I waited on his return. A few moments later, he returned with the exact unit I was looking for. Only one problem, it was about twenty-percent higher than my friend paid for his. I asked if he could match the price and he went to speak to the manager.

When he returned, he told me that he could not discount the product, however, he could give me a twenty-five percent discount off my second item. I had picked up the invisibleSHIELD by ZAGG. This product when attached to the face of your smartphone will protect it and make it scratch proof. Also, if your invisibleSHIELD gets damaged, ZAGG will replace it for life.

The initial price of the invisibleSHIELD was forty percent less than the other retailer. He gave me an extra twenty-five percent off plus he took the time to apply the shield to my phone. The other retailer charges eight dollars for this service.

He went on to help me download an app to lengthen the life of my phone battery by two to four hours per day preventing me from buying a new battery. He provided all of this help with a great attitude and I never felt like it was an imposition.

When you add it all up, did the speakerphone really cost me more? I believe it was worth the extra cost.

Are you giving your customers more than they bargained for?

Have a great week!

Pierce

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In Part 1, I asked, “Is it ever appropriate to pay more?” I went on to describe the concerns of a restaurant owner and whether he should charge for water.

Later that day, I went shopping for my Father’s Day present. Since I spend a large amount of time in my car, I told Lesa I wanted a hand’s free speakerphone for my car. She consented and I went shopping.

My good friend and associate, Ted, has been using the BlueAnt S4 handsfree speaker phone for about six months and is very satisfied with the product. I appreciate a good referral and testimony so I decided to buy the same one. I checked out the website for retailers that sell that product. I found two popular electronic stores in my area that carry BlueAnt product and paid them a visit. This is what happened.

Electronic Store #1: This is the store that Ted bought his speakerphone and I shop there often. I was asked shortly after entering the store if I needed help. I told him what I was looking for and he gave me a perplexed look. He took me to the area where this product was sold and let me know that he had never heard of BlueAnt and this was all he had available and offered no more help.

I had more items on my list but the sales person dismissed me and I left the store.

Electronic Store #2: Again, I was offered help immediately as I entered the store. He also led me to the handsfree speakerphone section where there were no BlueAnt handsfree speakerphones to be found. I was a little disappointed.

He asked me if I could wait a moment and see if he had one in the back. I shopped for the other items on my list while I waited on his return. A few moments later, he returned with the exact unit I was looking for. Only one problem, it was about twenty-percent higher than my friend paid for his. I asked if he could match the price and he went to speak to the manager.

When he returned, he told me that he could not discount the product, however, he could give me a twenty-five percent discount off my second item. I had picked up the invisibleSHIELD by ZAGG. This product when attached to the face of your smartphone will protect it and make it scratch proof. Also, if your invisibleSHIELD gets damaged, ZAGG will replace it for life.

The initial price of the invisibleSHIELD was forty percent less than the other retailer. He gave me an extra twenty-five percent off plus he took the time to apply the shield to my phone. The other retailer charges eight dollars for this service.

He went on to help me download an app to lengthen the life of my phone battery by two to four hours per day preventing me from buying a new battery. He provided all of this help with a great attitude and I never felt like it was an imposition.

When you add it all up, did the speakerphone really cost me more? I believe it was worth the extra cost.

Are you giving your customers more than they bargained for?

Have a great week!

Pierce

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Is it ever appropriate to pay more? Can paying more be a negative? We will explore these questions with two experiences I had a few days ago.

My good friend Jason Cruise and I enjoyed lunch at one of our favorite restaurants last Friday. We know the owner who has been successful in this down economy while other food establishments have closed their doors. He stopped by our table to ask our thoughts on a business decision he is contemplating.

He asked if he should begin charging fifteen cents for water to recoup the cost of the cup. He went on to explain that the restaurant business is a business of nickels, dimes and pennies. In other words, you have to measure all of your costs to succeed.

I gave my response immediately. Absolutely not. Every restaurant near him provides water for free and this would appear as a negative to his customers. Here our some of our thoughts:

• He could bury the cost of the cup in the food. I did not even know how much he charged me and raising the price of the meal by fifteen cents would never be noticed.
• He could use a cheaper cup with a different look. Many food establishments do this to differentiate who is drinking water.
• He could give away free water and charge for bottled water with a portion of the proceeds going to his favorite charity.

Why should he go to this trouble? Why not just charge fifteen cents and forget about it? I asked him, “How much is a customer worth and is it worth the risk?”

It also concerned me that his customers may perceive that the establishment may be in financial trouble. It is difficult to change perceptions.

I believe it is your responsibility to make your business profitable. Also, I do not think you should give everything away. Just be cognizant of how your customer may perceive it.

Let me know your thoughts on this subject, especially if you disagree with my opinion. Next week, in Part Two, we will explore when a customer will pay more.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

Is it ever appropriate to pay more? Can paying more be a negative? We will explore these questions with two experiences I had a few days ago.

My good friend Jason Cruise and I enjoyed lunch at one of our favorite restaurants last Friday. We know the owner who has been successful in this down economy while other food establishments have closed their doors. He stopped by our table to ask our thoughts on a business decision he is contemplating.

He asked if he should begin charging fifteen cents for water to recoup the cost of the cup. He went on to explain that the restaurant business is a business of nickels, dimes and pennies. In other words, you have to measure all of your costs to succeed.

I gave my response immediately. Absolutely not. Every restaurant near him provides water for free and this would appear as a negative to his customers. Here our some of our thoughts:

• He could bury the cost of the cup in the food. I did not even know how much he charged me and raising the price of the meal by fifteen cents would never be noticed.
• He could use a cheaper cup with a different look. Many food establishments do this to differentiate who is drinking water.
• He could give away free water and charge for bottled water with a portion of the proceeds going to his favorite charity.

Why should he go to this trouble? Why not just charge fifteen cents and forget about it? I asked him, “How much is a customer worth and is it worth the risk?”

It also concerned me that his customers may perceive that the establishment may be in financial trouble. It is difficult to change perceptions.

I believe it is your responsibility to make your business profitable. Also, I do not think you should give everything away. Just be cognizant of how your customer may perceive it.

Let me know your thoughts on this subject, especially if you disagree with my opinion. Next week, in Part Two, we will explore when a customer will pay more.

Have a great week!

Pierce

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Customers are more educated and have more options than they ever have. That is why it is important to set yourself apart from the crowd. Dan Miller says that this can be accomplished by doing business ten percent better.

I have heard Dan use the example of Domino’s Pizza to illustrate this. They were making pizza that was arguably about the same as everyone else. They decided to guarantee delivery in thirty minutes or less or it was free. It worked on me. I watched the clock hoping they would show up in thirty-one minutes.

In the Franklin Tennessee area where I live, we have many great options for eating out. I have noticed that Chick-fil-a has a traffic cop directing patrons during lunch time. How could they be so busy when other businesses are struggling or closing within blocks of this restaurant?

Chick-fil-A’s founder, chairman, and CEO, Dan Cathy, believes that attentive, sincere, memorable service is a key ingredient to building a successful company. They are considered at the top of their game when it comes to customer service. This culture is evident in the whole experience by providing great food and politely thanking you with a simple, “My pleasure.”

It frustrates me to hear people discuss the lack of opportunity in this current economy. I called two different businesses this week for their services and neither called me back.

You can put yourself in a whole new category by simply returning someone’s phone call, showing them sincere appreciation or writing a hand written thank you note.

What will you do to be ten percent better? I would love to hear about it.

Gave a great week!

Pierce

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Is the customer always right? Absolutely not! The real question is; what will you gain by arguing and disagreeing? Your success with an unhappy customer will correlate with your ability to properly communicate and set them at ease.

A resolution or negotiation is near impossible to accomplish as long as the tension is high. Some people have certain expectations, wrong or right, anything you do or say that conflict with those expectations will be received as negative.

When I speak, I tell a story of a customer calling in to report that the product he purchased was malfunctioning. He was transferred to a technician that was responsible for the manufacturing of this product. When the customer described the problem, he was told, “That can’t happen!” The customer responded, “What do you mean it can’t happen? I am watching it malfunction as we speak!” The customer became upset and resolving the issue became much more difficult.

You may be surprised to find that in many cases you are to blame for your customers anxiety. The first step in resolving a conflict is to empathize and allow them to explain their issue. Let them know you want to do everything you can to resolve their problem. Allowing your customer to vent and feel heard can minimize the stress and lead to a resolution quicker and easier than becoming defensive and argumentative.

If you are in sales or your business requires you to deal with people, at some point you will have to deal with an unhappy customer. You can build a great reputation by treating customers well and learning to how to resolve conflict.

This can be accomplished when you become a great listener, tell them how important they are to your business, create a realistic resolution and most importantly, do what you say you are going to do in the specific time frame you promised it would be done.

Have a great week!

Pierce

To Download Right Click and Select “Save As”

Is the customer always right? Absolutely not! The real question is; what will you gain by arguing and disagreeing? Your success with an unhappy customer will correlate with your ability to properly communicate and set them at ease.

A resolution or negotiation is near impossible to accomplish as long as the tension is high. Some people have certain expectations, wrong or right, anything you do or say that conflict with those expectations will be received as negative.

When I speak, I tell a story of a customer calling in to report that the product he purchased was malfunctioning. He was transferred to a technician that was responsible for the manufacturing of this product. When the customer described the problem, he was told, “That can’t happen!” The customer responded, “What do you mean it can’t happen? I am watching it malfunction as we speak!” The customer became upset and resolving the issue became much more difficult.

You may be surprised to find that in many cases you are to blame for your customers anxiety. The first step in resolving a conflict is to empathize and allow them to explain their issue. Let them know you want to do everything you can to resolve their problem. Allowing your customer to vent and feel heard can minimize the stress and lead to a resolution quicker and easier than becoming defensive and argumentative.

If you are in sales or your business requires you to deal with people, at some point you will have to deal with an unhappy customer. You can build a great reputation by treating customers well and learning to how to resolve conflict.

This can be accomplished when you become a great listener, tell them how important they are to your business, create a realistic resolution and most importantly, do what you say you are going to do in the specific time frame you promised it would be done.

Have a great week!

Pierce

Welcome to Episode 11 of the Shark Tank Fan Podcast. In this episode Pierce and Steve discuss the show that aired on March 20th and May 20th, 2011. They review “Power Stays”, Update on the “Class Room Jams”, “Tippi Toes”, “CBS Foods” and “Copa Di Vino”. Mark Cuban is the guest Shark for this episode.

Contact Pierce and Steve @ MarrsCoaching.com or by voice mail @ 615-592-6224.

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I read these words in a post from a friend of mine on Facebook. It had an impact on me because at that moment I was thinking of how much I planned to enjoy this weekend with my family. However, I had not given one thought to what this holiday means.

Memorial Day, originally called Decoration Day, is a day of remembrance for those who have died in our nation’s service. Memorial Day was officially proclaimed on May 5th, 1868 by General John Logan, national commander of the Grand Army of the Republic, in his General Order No. 11, and was first observed on May 30th 1868, when flowers were placed on the graves of Union and Confederate soldiers at Arlington National Cemetery.

I enjoy many freedoms because of the price these fallen soldiers paid for this country. I can go to the church of my choice, pray and read my bible. I can write this blog and speak my mind. I can create an income and take care of my family and many more.

When you have a chance to say the Pledge of Allegiance or sing the National Anthem, please say it and sing it loudly and proudly. When you pray before your meal today, don’t forget to thank God for the men and women that gave their life to keep this country free.

It’s not just a three day weekend, it’s much more.

Pierce

Welcome to Episode 10 of the Shark Tank Fan Podcast. In this episode Pierce and Steve discuss the show that aired on May 13th. They review “Citi Kitti”, Update on the “Voyager Air Guitar”, “Samson Martin”, “Aldo Orta Jewelry” and “One Sole”. Kevin Harrington is back for this episode.

Contact Pierce and Steve @ MarrsCoaching.com or by voice mail @ 615-592-6224.

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Whoever said, “Nice guys finish last,” did not understand the true meaning of winning and losing. Dale Carnegie wrote in How to Win Friends and Influence People that if you want to win people to your way of thinking, you should start in a friendly way. In the last few days I have seen evidence of this rule on several occasions.

While making a purchase at a bookstore, Lesa and I took the time to be friendly and nice to the cashier. When she totaled the purchase it was significantly less than we expected. We asked if the books we bought were on sale and she replied, “No, when people are nice to me, I am nice to them. I had a 50% off coupon here that I applied to your purchase.”

Why would she do this? I believe this lady encounters a significant number of unfriendly people. You give yourself a considerable advantage when you are nice. Especially with gatekeepers, receptionists or anyone who stands between you and the decision maker.

When I experience someone who is being friendly and cheerful, I tell them, “Thank you for being so nice.” Nice seems to be in short supply. It is so easy to be friendly and can pay huge dividends for you in many ways.

Happiness and optimism are contagious. It will draw people to you. Pessimism and complaining can do the opposite and repel people.

I would like the creator of this phrase to explain who is the opposite of a nice guy? Is he the bad guy or the mean guy? Is he the guy that gets the girl? Is he the guy that will do anything to win, regardless of the stakes? I don’t see these guys winning long term. They usually leave a trail of destruction behind them.

Being nice is a great start for building a relationship, especially if you want to build rapport. To me, rapport is likeability. If I don’t like you, I don’t want to do business with you.

A drop of honey catches more flies than a gallon of gall ~ Abraham Lincoln

Being the bad guy may help you win temporarily but being nice will help you win in the long run. By the way, being nice works for gals too!

Have a great week!

Pierce

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Whoever said, “Nice guys finish last,” did not understand the true meaning of winning and losing. Dale Carnegie wrote in How to Win Friends and Influence People that if you want to win people to your way of thinking, you should start in a friendly way. In the last few days I have seen evidence of this rule on several occasions.

While making a purchase at a bookstore, Lesa and I took the time to be friendly and nice to the cashier. When she totaled the purchase it was significantly less than we expected. We asked if the books we bought were on sale and she replied, “No, when people are nice to me, I am nice to them. I had a 50% off coupon here that I applied to your purchase.”

Why would she do this? I believe this lady encounters a significant number of unfriendly people. You give yourself a considerable advantage when you are nice. Especially with gatekeepers, receptionists or anyone who stands between you and the decision maker.

When I experience someone who is being friendly and cheerful, I tell them, “Thank you for being so nice.” Nice seems to be in short supply. It is so easy to be friendly and can pay huge dividends for you in many ways.

Happiness and optimism are contagious. It will draw people to you. Pessimism and complaining can do the opposite and repel people.

I would like the creator of this phrase to explain who is the opposite of a nice guy? Is he the bad guy or the mean guy? Is he the guy that gets the girl? Is he the guy that will do anything to win, regardless of the stakes? I don’t see these guys winning long term. They usually leave a trail of destruction behind them.

Being nice is a great start for building a relationship, especially if you want to build rapport. To me, rapport is likeability. If I don’t like you, I don’t want to do business with you.

A drop of honey catches more flies than a gallon of gall ~ Abraham Lincoln

Being the bad guy may help you win temporarily but being nice will help you win in the long run. By the way, being nice works for gals too!

Have a great week!

Pierce

Welcome to Episode 9 of the Shark Tank Fan Podcast. In this episode Pierce and Steve discuss the show that aired on May 6th. They review “Orig Audio”, “Man Candles”, “The Original Runner Company” and “Hyconn LLC”. Mark Cuban is the guest shark.

Contact Pierce and Steve @ MarrsCoaching.com or by voice mail @ 615-592-6224.

To Download this episode, Right Click and Select “Save As”

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My good friend and business coach, *Chuck Bowen, coined this phrase to help clarify the third step in the relationship sales process.

• Step one is connecting, building trust and rapport.
• Step two is listening and identifying needs.
• Step three is making the presentation and focusing on outcomes.
• Step four is gaining commitment or “the close”.

As an accomplished financial and business coach, Chuck uses this phrase to help people shape possibilities and what it will look and feel like when they reach each milestone in their journey.

Can you incorporate this into your sales process? Yes, you can! Regardless of the product or service, you can incorporate this into your sales process and increase sales.

If you are a financial coach you can ask, how will life change for you when you are debt free? What will you do? How will it feel?

Clarify the benefits and give them a clear picture of what it will be like to have what you are offering. Also, give them a list of satisfied customers that can add credibility to your claims.

If you sell a physical product, take your prospect to a site where they can see it working firsthand.

Why do you think car salespeople want you to drive the car? They want you to smell the new interior and imagine what it will be like to own it for yourself.

Take your customers to Disneyland. It could make all the difference.

Have a great week!

Pierce

*Chuck Bowen is founder and president of Chuck Bowen Coaching, LLC. He lives in San Antonio, TX with his wife Lori and daughter Haley.He is Dean / Head Business Coach of the FreeAgentAcademy.com. He is also a Dave Ramsey Certified Financial Coach.

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My good friend and business coach, *Chuck Bowen, coined this phrase to help clarify the third step in the relationship sales process.

• Step one is connecting, building trust and rapport.
• Step two is listening and identifying needs.
• Step three is making the presentation and focusing on outcomes.
• Step four is gaining commitment or “the close”.

As an accomplished financial and business coach, Chuck uses this phrase to help people shape possibilities and what it will look and feel like when they reach each milestone in their journey.

Can you incorporate this into your sales process? Yes, you can! Regardless of the product or service, you can incorporate this into your sales process and increase sales.

If you are a financial coach you can ask, how will life change for you when you are debt free? What will you do? How will it feel?

Clarify the benefits and give them a clear picture of what it will be like to have what you are offering. Also, give them a list of satisfied customers that can add credibility to your claims.

If you sell a physical product, take your prospect to a site where they can see it working firsthand.

Why do you think car salespeople want you to drive the car? They want you to smell the new interior and imagine what it will be like to own it for yourself.

Take your customers to Disneyland. It could make all the difference.

Have a great week!

Pierce

*Chuck Bowen is founder and president of Chuck Bowen Coaching, LLC. He lives in San Antonio, TX with his wife Lori and daughter Haley.He is Dean / Head Business Coach of the FreeAgentAcademy.com. He is also a Dave Ramsey Certified Financial Coach.

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Last February, while speaking on the No More Mondays Cruise, Lesa and I had the pleasure of meeting David and Paula Foster. They were speaking on Making Marriage Fun Again. After four decades of counseling couples, they have determined that there are seven essential skills you must develop for a healthy marriage. One of those is negotiating.

David stated, “In marriage, when you deal with conflict, it is always a negotiation.” He goes on to say that you have only four choices:

• Lose/Win = I am a Martyr.
• Win/Lose = I am a bully.
• Lose/Lose = Mutual self destruction
• W.W.O.N.D.A. = Win Win or No Deal Always

I believe developing proper negotiation skills can benefit you in every facet of your life especially in developing strong, healthy relationships.

Stephen Covey considers Think Win/Win number four on his list of Seven Habits of Highly Effective People. Covey mentions that character is the foundation of Win/Win and requires developing three character traits.

• Integrity
• Maturity
• Abundance Mentality

Recently I spoke with a client about how to value a large project. We spent a long time discussing how the project would be beneficial to both parties.

Stephen Covey recommends the following elements for a successful Win/Win agreement:

• Identify desired results or what is to be done and when
• Specify the guidelines or parameters within which results are to be accomplished.
• Identify Resources to accomplish the results.
• Accountability
• Consequences

Winning and losing in a sporting event is expected and can be a measure of talent and preparedness. Winning in life and business while the other person loses could cause damaged relationships, cost you a good reputation and future business. Is it worth it?

Have a great week!

Pierce

Welcome to Episode 8 of the Shark Tank Fan Podcast. In this episode Pierce and Steve discuss the show that aired on April 29th. They review “Carsik Bibs”, “Hydromax”, “Ecomower” and “Games2U”. Jeff Foxworthy is the guest shark.

Contact Pierce and Steve @ MarrsCoaching.com or by voice mail @ 615-592-6224.

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According to the dictionary, encourage means to inspire with courage, spirit, or hope.

I can recall specific events in my life when someone believed in me and provided well needed hope and encouragement. In many ways these events helped to shape my direction and confidence to move forward under difficult circumstances. I wonder what would have happened to me if they had chosen to keep those thoughts to themselves?

Leadership expert John Maxwell states in the May 2011 issue of Success Magazine that there are multipliers and subtracters. He also refers to multipliers as enlargers. Subtracters suck the life and energy out of a room when they arrive. Enlargers build up their team by believing, serving and adding value to others.

I am surprised at the number of people who try to motivate through fear and intimidation. These tactics tend to stir up resentment, destroy moral and seldom get the expected results.

Studies consistently show that, almost more than anything else, workers greatly appreciate being recognized for a job well done, and knowing they can get that recognition motivates them to work harder and better.

What benefit can come from holding back an encouraging word from someone who has earned it? Parents should not hold back praise from their children when it is deserved. It saddens me to hear the number of people who are adults still trying to gain their parents approval.

The course of someone’s life can be altered by a sincere, specific word of encouragement. Are you going to be a multiplier or a subtracter?

Have a great week!

Pierce

P.S. If you would like to read more on encouragement from John Maxwell, read this article entitled Encouragement Changes Everything.

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According to the dictionary, encourage means to inspire with courage, spirit, or hope.

I can recall specific events in my life when someone believed in me and provided well needed hope and encouragement. In many ways these events helped to shape my direction and confidence to move forward under difficult circumstances. I wonder what would have happened to me if they had chosen to keep those thoughts to themselves?

Leadership expert John Maxwell states in the May 2011 issue of Success Magazine that there are multipliers and subtracters. He also refers to multipliers as enlargers. Subtracters suck the life and energy out of a room when they arrive. Enlargers build up their team by believing, serving and adding value to others.

I am surprised at the number of people who try to motivate through fear and intimidation. These tactics tend to stir up resentment, destroy moral and seldom get the expected results.

Studies consistently show that, almost more than anything else, workers greatly appreciate being recognized for a job well done, and knowing they can get that recognition motivates them to work harder and better.

What benefit can come from holding back an encouraging word from someone who has earned it? Parents should not hold back praise from their children when it is deserved. It saddens me to hear the number of people who are adults still trying to gain their parents approval.

The course of someone’s life can be altered by a sincere, specific word of encouragement. Are you going to be a multiplier or a subtracter?

Have a great week!

Pierce

P.S. If you would like to read more on encouragement from John Maxwell, read this article entitled Encouragement Changes Everything.

Welcome to Episode 7 of the Shark Tank Fan Podcast. In this episode Pierce and Steve discuss the show that aired on April 22nd. They review “Hot Mama Gowns”, “Caddyswag”, “Daisy Cakes” and “Sweepeasy”.

Contact Pierce and Steve @ MarrsCoaching.com or by voice mail @ 615-592-6224.

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Welcome to Episode 6 of the Shark Tank Fan Podcast. In this episode Pierce interviews Shark Tank guest Chef Big Shake /Shawn Davis. Learn what it takes to be a guest on The Shark Tank and what happens behind the scenes. Also, see what Shawn and Robin are up to since the show aired. You can contact Shawn at cbsfoods.com or chefbigshake.com or Facebook/ChefBigShake or you can follow him on Twitter @chefbigshake.

Contact Pierce and Steve @ MarrsCoaching.com or by voice mail @ 615-592-6224.

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Normally I disagree with the Academy’s choice for movie of the year, but not this time. I watched The King’s Speech this weekend and enjoyed it on many levels. Of the many topics we could discuss about this movie, I want to keep the conversation related to a familiar subject, communication.

Based on the true story of King George VI, this movie follows his journey to seek help from Lionel Logue, a commoner and speech therapist, to overcome his speech impediment and find his voice as King.

Here you have a Royal Monarch who is insecure and lacking self confidence. On the other hand, you have a speech therapist confident in his ability to get results.

King George knew that his ability to communicate would determine his success to lead and strengthen his country through the impending war. He humbled himself to get help. Sometimes we all need help. Are you humble enough to ask?

Lionel Logue was a commoner with no credentials, certifications or special degrees. He did have the confidence and ability to get results. Regardless of where you are in life, you have skills and abilities that the world needs. Are you developing those skills? Are you getting results?

Have a great week!

Pierce

“Waiting is a trap. There will always be reasons to wait. The truth is, there are only two things in life, reasons and results, and reasons simply don’t count.” ~ Dr. Robert Anthony

“There are two kinds of people in the world: those who make excuses and those who get results. An excuse person will find any excuse for why a job was not done, and a results person will find any reason why it can be done. Be a creator, not a reactor.” ~ Alan Cohen

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Normally I disagree with the Academy’s choice for movie of the year, but not this time. I watched The King’s Speech this weekend and enjoyed it on many levels. Of the many topics we could discuss about this movie, I want to keep the conversation related to a familiar subject, communication.

Based on the true story of King George VI, this movie follows his journey to seek help from Lionel Logue, a commoner and speech therapist, to overcome his speech impediment and find his voice as King.

Here you have a Royal Monarch who is insecure and lacking self confidence. On the other hand, you have a speech therapist confident in his ability to get results.

King George knew that his ability to communicate would determine his success to lead and strengthen his country through the impending war. He humbled himself to get help. Sometimes we all need help. Are you humble enough to ask?

Lionel Logue was a commoner with no credentials, certifications or special degrees. He did have the confidence and ability to get results. Regardless of where you are in life, you have skills and abilities that the world needs. Are you developing those skills? Are you getting results?

Have a great week!

Pierce

“Waiting is a trap. There will always be reasons to wait. The truth is, there are only two things in life, reasons and results, and reasons simply don’t count.” ~ Dr. Robert Anthony

“There are two kinds of people in the world: those who make excuses and those who get results. An excuse person will find any excuse for why a job was not done, and a results person will find any reason why it can be done. Be a creator, not a reactor.” ~ Alan Cohen

Welcome to Episode 5 of the Shark Tank Fan Podcast. In this episode Pierce and Steve discuss review the presentations for the “Frigfronts”, “Clip N Go”, “Thin Gloss” and the Light Film LLC”.

Contact Pierce and Steve @ MarrsCoaching.com or by voice mail @ 615-592-6224.

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The older I get, the more I understand the importance of brevity. Use less words when I talk and write to make a point. Do we believe if we talk more and keep talking we will finally wear the other person down to our way of thinking?

As we were raising our two boys there were times when we had to remind them not to say, “Shut up”. It is rude and certainly not a way to win an argument. I have changed my mind when dealing with adults. Please, respectively, shut up and let the other person talk. Let your conversation have air to breathe. I am not just referring to business conversations but in any relationship that you want to nurture.

My son Nick has been is sales for a few years and has learned the importance of knowing when to be quiet. Stephen Covey says, “Emphatic listening is essential to effective communication.” Emphatic means with emphasis, important and forceful. Covey further describes true listening in The Seven Habits of Highly Effective People, as seeking first to understand.

I can’t remember one time when talking too much helped my cause. I can remember numerous occasions when it has placed my foot firmly in my mouth.

Enjoy these quotations and have a great week.

Pierce

Courage is what it takes to stand up and speak; courage is also what it takes to sit down and listen. ~ Winston Churchill

Welcome to Episode 4 of the Shark Tank Fan Podcast. In this episode Pierce and Steve discuss Jeff Foxworthy’s debut on the show. They also review the presentations for the “Ride On, Carry On”, “Uncle Zip’s Beef Jerky”, “Hillbilly Brands” and the “Broccoli Wad”.

Contact Pierce and Steve @ MarrsCoaching.com or by voice mail @ 615-592-6224.

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This is the third episode of the Shark Tank Fan Podcast, hosted by Pierce Marrs and co-hosted by Steven Hayes. In this episode Pierce and Steve discuss the products, presentations and reactions to “Mod Mom Furniture”, “Fitness Stride”, “Flipoutz” and “PureAyre”.

To contact Pierce, fill out and submit the email form here: www.marrscoaching.com/contact. You can also reach him via voicemail at 615-592-6224.

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Recently, one of my customers told me about his best friend who is a successful trial attorney. He only tries a few seven figure cases a year. He is an expert in a very niche area of litigation.

My customer asked him, “Do you use emotion or facts to persuade a jury?” The attorney answered, “It depends on the jury.”

This statement reminded me of the fact that he is selling his case to the jury. If you are selling a product, service or idea; you are also in the same position as this trial attorney.

The question remains, “Are you using emotion or facts to sell your prospect?”

My answer will always be that it depends on the customer, not on your perspective. Regardless of how emotional and confident you are about your product, if your prospect’s personality requires facts to make a decision it will be in your best interest to provide those facts. The same goes for emotion.

Frankly, the best presentation will have a combination of both of these ingredients as long as you remember to incorporate solutions pertaining to the prospects specific needs and personality.

There is a school of thought in selling that says that people buy on emotion and justify the purchase logically. This is true of almost every ad we see on TV. They are playing to our emotions and many times it works. However, some of you are dealing with companies who have budgets and approval processes involving multiple decision makers.

Your greatest success will come from presenting to the entire group of decision makers at once. Many times this is difficult to accomplish so you must arm the person in front of you with the tools to further the decision process. In this scenario, this person must have facts that support spending the money with you. Justifying the purchase because he thinks your product is cool and sexy will most likely end poorly for you.

Emotions and facts, you need both to be successful.

Have a great week!

Pierce

Hi everyone,

I hope your week is going well.

Just a quick note to let you know that two of my audio podcasts are up on Itunes.
You can get the audio version of “The Sales Moment” and my new “Shark Tank Fan Podcast” where Steve Hayes and I discuss the ABC Show Shark Tank where people pitch their business idea to a panel of wealthy millionaires and billionaires to get them to invest in their business. We break down their presentation, product and the shark’s reaction. Mark Cuban and Jeff Foxworthy are guest sharks on some of the episodes. I also have an upcoming interview with one of the guests on the show.

I hope you will check it out and if you like it, please give me a review in itunes.

Thanks and have a great rest of your week!

Pierce

Hi everyone,

I hope your week is going well.

Just a quick note to let you know that two of my audio podcasts are up on Itunes.
You can get the audio version of “The Sales Moment” and my new “Shark Tank Fan Podcast” where Steve Hayes and I discuss the ABC Show Shark Tank where people pitch their business idea to a panel of wealthy millionaires and billionaires to get them to invest in their business. We break down their presentation, product and the shark’s reaction. Mark Cuban and Jeff Foxworthy are guest sharks on some of the episodes. I also have an upcoming interview with one of the guests on the show.

I hope you will check it out and if you like it, please give me a review in itunes.

Thanks and have a great rest of your week!

Pierce