Lisbeth Calandrino

/Lisbeth Calandrino

About Lisbeth Calandrino

Lisbeth Calandrino is an award winning trainer, entrepreneur, and blogger and has spent over twenty years developing custom tailored marketing and customer service programs for businesses. Her recently published book, Red Hot Customer Service, 35 Sizzling Ways to Heat up Your Business and Ignite Your Sales defines the steps necessary to build a competitive advantage and turn great companies into unforgettable or red hot companies. Lisbeth admits that much of her knowledge came from her Italian grandfather who despite very little formal education and a limited English vocabulary, managed to became both successful and wealthy. Lisbeth has wonderful stories about Grandpa DiBiagio’s and her time spent learning how to managing Grandpa’s fruit stand. Because of Lisbeth’s experience as a business owner, having been the managing partner and owner of 7 furniture and carpet stores for 14 years, she is able to bring her extensive business knowledge and experience to all of her clients. Lisbeth’s awards include executive of the year award from the International Executive Association, Albany chapter (a business networking group) and first place honors in an international marketing contest for alternative medicine. A two time cancer survivor, she has spoken extensively about her experiences of cancer, offering words of comfort and inspiration. As an activist, Lisbeth has initiated and contributed to many charitable causes. She has worked with at-risk youth, spoken out against injustice and advocated to and helped to build resources for women. As a presenter, Lisbeth Calandrino is highly motivational, information-rich, and very entertaining. Her acute business sense, contagious enthusiasm, positive energy and fun sense of humor make her a dynamic presenter. Lisbeth is a member of New York, Historic Albany Foundation, educational director of Business Referrals Networking Group and member of the board of directors of the Animal Protective Foundation of Scotia, New York.

Are Your Customers Feeling the Love?

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https://twitter.com/CustomerFirstUK

We all know the song “What’s Love Got To Do With It?” In her iconic song, Tina Turner sang that love “is a second hand emotion,” and when it comes to romance, it’s not the most important factor in a relationship.

 

But what about customer service relationships? What does love have to do with customer service?

 

Plenty! And we all know it’s true, even if we don’t think of it quite that way. Everyone wants to feel loved and it really doesn’t take very much effort to share that feeling.

 

A customer can share their love for your business by word of mouth. Satisfied customer referrals are hands down the most effective way to grow a business.

 

What do your customers think about you? Do they love you or are they spreading something less than desirable about you and your company?

 

Psychologist Zick Rubin proposed that romantic love is made up of three elements: Attachment. Caring. Intimacy.

 

Are your customers still waiting for some love from you? Simply put, love is an emotional connection we build with people that are important to us. Love for your customers is one form. And that emotional connection is the key to success.

 

Do your customers feel your love? Today is a good day to start showing customers how much you care about them. Walt Disney summed it up best, “Do what you do so well that they will want to see it again and bring their friends!”  Who doesn’t share their experience when they come home from a Disney vacation?  Creating love between your company and your customers can help scale up positive word of mouth buzz about your company.

 

Don’t be afraid to be personal with your customers. Years ago sharing your personal life was unacceptable. We kept our religion and politics to ourselves. We were afraid if we divulged it, we’d lose customers.

 

Guess what? It doesn’t matter anymore! The world is an open book and everyone is transparent.  If you’re not sure, Google your own name to find out what’s out there.

 

Sharing your life with your customers and letting them know who you are is a way to build a closer relationship. Believe it or not, this is the age of closeness. Notice what people share about themselves on Facebook. Even if we don’t know a person, we find ourselves in their lives. You start to follow them and you become part of their lives. They lose a pet and you feel sorry. You follow them through their cancer treatments. It’s all good.

 

And patience is still a virtue. Sure, you’ve reminded your buyers ten times to get the order in by Monday to earn the discount, and it’s still shows up late. Hey things happen! We’ve all been late for an appointment? Patience goes a long way; it can lower your blood pressure and lessen your stress.

 

Become unforgettable. What can you do to be remembered? Has a sales person celebrated a new baby or are they going on a special trip?  Why not get them a gift or send them a card? Have they suffered a loss; can you go out of your way for them?

 

Be a good listener. Most of us are good talkers, that’s our job! But how many of us are good listeners?  I know I would rather talk then listen. It’s been a tough fight for me to learn to be quiet!

 

Treat your customer like a valued business partner. How about asking them for some feedback? Is there something you could do better or change? You might get some valuable feedback from their experiences with other businesses.

 

Do you treat the mail carrier with love?  What about the barista at the coffee shop? This is a good day to share some love. And an easy way to get started on a new life practice!

Need sales or customer service training?What do our customers think?Reach Lisbeth at Lcalandrino@nycap.rr.com.

High Energy and Impactful Ideas

Over the years we have brought many different trainers in and none of them had the impact Lisbeth had on my staff. Lisbeth’s high energy and selling strategy were exactly what we needed and at just the right time in our company’s growth. Even my veteran staff walked away with ideas to improve their “store within a store”! I look forward to working with Lisbeth in the future as HOM Furniture takes the next step in its evolution.

 
Russell Evans, Flooring and Rugs Sales Manager
HOM Furniture

 

 

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By | May 1st, 2017|Blog|0 Comments

Who is This New Consumer?

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Event: The New Consumer, with LIsbeth Calandrino, Associate Publisher of Fabulous Floors Magazine

The new consumer is out there. Knowing where they are and how to connect is often a confusing path. Ever since psychologist Stanley Milgram conducted his famous research on the subject in 1967, the popular ‘Six Degrees of Separation’ theory has claimed that you can connect any two people in the world in six steps or fewer. Thanks to social media, researchers believe that number is lower. 

How many businesses actually take advantage of the tools that can make this possible? My experience is that not many have a good sense about how it works.

LinkedIn has made cold calling a thing of the past. It’s that ‘Six degrees of separation’ again. Social media allows us to connect with almost anyone in any part of the world. You just have to know how it works and then do it. 

Facebook allows you to produce videos through their Facebook Live and we have so many other possibilities.

To make this work you must understand the new consumer and their path to purchase. I will be speaking about this  “New Consumer” and their buying path on  March 15, 2015, at Surfaces, 327 Park Street, New Britain CT, 06051, from 6-8 PM. Register now at https://www.marble-institute.com/NewEnglandMarch15.

 Hope to see you there.

Warmly, Lisbeth (If you want to know more about the workshop, give me a call, 518-495-5380.

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By | March 11th, 2017|Blog|0 Comments

How to Keep Your Floor Covering Team Competitive

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Mohawk University Classes

Keeping employees and businesses competitive is an issue for any business.

In a floor covering business, it’s even more difficult.

With products changing yearly, and upgrades even more frequently, it can be a struggle to keep abreast of changes. Taking advantage of manufacturer’s product and sales programs is a great way to stay ahead of the curve. Most manufacturers have great training programs and have been providing them for years.

One of the keys to success is to learn which manufacturers provide training and information that is not product specific. If you prefer product specific seminars, your sales representatives should be able to point you in the right direction.

Of course, “product neutral” programs are more difficult to find.

Mohawk University, a program through Mohawk Industries, has been providing “neutral” product and sales seminar for over twenty years. It’s a great way to learn how to compare different products within each category and determine which is really right for your customer.

Most of the classes also include a mill tour to demonstrate how the product is made. Mill tours are both insightful and interesting and will provide a better understanding of the carpet production process.

I’ve included a list of upcoming classes and dates. You can obtain a discount for the classes by using the special discount code: “LC17.”

March 14th – 17th, 2017 – Dalton, GA Register Now

Comprehensive Registration Form

 

March 22nd – 24th, 2017 – Sacramento, CA Register Now (No Mill Tour Included)

Comprehensive Registration Form

 

May 9th – 12th, 2017 – Dalton, GA Register Now

Comprehensive Registration Form

 

August 29th – September 1st, 2017 – Dalton, GA Register Now

Comprehensive Registration Form

 

October 17th – October 20th, 2017 – Dalton, GA Register Now

Comprehensive Registration Form

 

IF YOU ARE LOOKING FOR CFI HARDWOOD AND LAMINATE TRAINING, HERE IS THE LINK TO THIS CLASS:

https://mohawktoday.com/mohawku/mohawku/classroom-courses/cfi-hardwood-laminate-certification/. Don’t forget to mention your discount code, LC17.

I know you will enjoy meeting other people in our industry and sharing your sales ideas. #mohawkuniversity #Mohawkuniversityproductknowledge #Mohawkuniversitysalesclasses #MohawkIndustries

Lisbeth Calandrino has been providing sales and product training within the flooring industry for over twenty years. During that time, she has been a certified independent carpet and hard surfaces inspector, as well as teaching classes about floor covering inspections.

Mohawk University Classes

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By | March 10th, 2017|Blog|0 Comments

So There’s a New Consumer in Town, Why Should We Care?

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What are they thinking?

We keep hearing about the new consumer. We are heading through an era where our Baby Boomer consumer is about to be replaced by a Millennium customer.

Why are we making such a big deal about it? Because it is a big deal. This consumer shops differently, lives online and has no tolerance for those of us who aren’t sure how to turn off our phones!

I heard this funny story about dating online. You know first impressions matter but we’re looking for new things. Sure we want them to be good looking, smart and considerate but what if they have a ‘flip phone?’ Does that immediately exclude them? Suppose they hate Facebook, as you sneak a peek at your phone.

This new consumer is disrupting the marketplace.

If you’re around New Britain, CT, on March 15, 2017, join me at Surfaces, 327 Park Street. I’m going to talk about this new consumer and what it means to your business . For more  information, check out the event page at the Marble Institute of America in the next couple of weeks.

To have Lisbeth speak at your event, contact her at Lcalandrino@nycap.rr.com or call 518.495.4380.

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By | February 20th, 2017|Blog|0 Comments

What’s Love Got to Do With It?

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Show love to your customers.

Plenty and we all know it. We all want to feel loved and it doesn’t take very much. Word of mouth is the most important love a customer can spread. What do your customers think about you? Do they love you or are they still waiting?

Psychologist Zick Rubin proposed that romantic love is made up of three elements:

  1. Attachment
  2. Caring
  3. Intimacy.

IS YOUR CUSTOMER STILL WAITING FOR SOME LOVE?

Love is an emotional connection we build with people that are important to us. It can be personal love or love for your customers.

DO YOUR CUSTOMERS FEEL THE LOVE?

Today is a good day to start showing customers how much you love them.

Walt Disney said it best, “Do what you do so well that they will want to see it again and bring their friends.” Creating love between your company and your customers can help scale positive word of mouth that’s absolutely priceless. Do you treat the mailman with love, what about the person at the coffee show? This is a good day to share some love.

Don’t be afraid to be personal with your customers. Years ago this was not considered acceptable. We kept our religion and politics to ourselves. We were afraid if we divulged it we would lose customers. It doesn’t matter anymore. The world is an open book and everyone is transparent. If you’re not sure, Google your own name to find out what’s out there. Share your life with your customers; letting them know who you are is a way to be closer. Believe it or not, this is the age of closeness. Notice what people share about them on Facebook. Even if we don’t know a person, we find ourselves in their lives. You start to follow them and you become part of their lives. They lose a pet and you feel sorry. You follow them through their cancer treatments. It’s all good.

Keep your patience. Sure you’ve told them 10 times to get the order in by Monday if they want the discount and it’s still not there. Hey things happen. Have you ever been late for an appointment? Patience goes a long way; it can lower your blood pressure and lessen your stress.

Become unforgettable. What can you do to be remembered? Has a sales person celebrated a new baby or are they going on a special trip?  Why not get them a gift or send them a card? Have they suffered a loss; can you go out of your way for them?

Be a good listener. Most of us are a good talker, that’s our job, but how many of us are good listeners. I know I would rather talk then listen; it’s been a tough fight to be quiet!

Treat your customer like a valued business partner. How about asking for some feedback? Is there something you could do better or change? You might get some valuable feedback. Remember your customer deals with other businesses and vendors and may have good ideas for you.

THANK YOU FOR BEING LOYAL READERS AND DEAR FRIENDS.

NEED SALES TIPS? 5- 7 MINUTE VIDEOS WITH PRE AND POST TESTS. Open an account and take a look. Sign up and get the bonus module, “Price Matters. There are 6 videos in the series for $189.00. https://mohawktoday.com/mohawku/mohawku/online-courses/customer-experience-sold

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By | February 12th, 2017|Blog|0 Comments

“Don’t Dig for Gold, Sell Shovels!

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Thanks to Dave Schneider for image.

And we thought the gold diggers were the ones who made money! According to Frank Rumbauskas, Author of Never Cold Call, “The people who prospered most during the gold rush weren’t the ones digging for gold.” Those that made money were those who provided goods and services for the miners. Those that opened bars!

WHY? They knew their customer and what their customers needed.

What does this mean to sales people?

Many people spend hours “digging for gold.” We have been told the more calls we make the more customers we will get and eventually we will ‘strike gold.’ We’ve been told ‘play the numbers;’ the more you play the more opportunities you will have. If that really worked wouldn’t all of us be rich?

IT’S NOT SO! SURE YOU SHOULD FISH WHERE THE FISHING IS BETTER!

Sure you need customers, but cold calling isn’t getting leads; it’s calling on people who don’t know you or even care about you. They are ‘cold.’ Sure I know if you snag one of these you really feel good but why waste your valuable time when there are other ways to get customers?  You need quality leads, not just leads.

Why would you do that? There are other ways to get quality leads.

First you have to know your customers. Who buys from you and what do they buy. Customers who have bought before are always better prospects. They are willing to pay your prices because they already like and trust you. In sales it’s critical to be liked and trusted. Forbes suggests you analyze your market and know exactly what your customers like and if they’ve sneezed!

I know you think you’re unforgettable but it’s not so. Pay attention to customers who have bought from you. In other words, follow up after you’ve sold these customers. It doesn’t matter when they will need your services again; eventually they will. How will they remember you if you don’t stay in touch?

85% of your business comes from referrals. Need more business, go back to your sold customers and ask them for help.

Warm up those cold leads! That’s what social media is for; use your LinkedIn connections, your Facebook friends. It’s likely if you ask enough people you can get your self-connected.

Don’t get caught in the cold call trap.

Need Lisbeth to help you warm up your cold leads? For personalized training to get more customers call 518-495-5380.

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By | January 30th, 2017|Blog|0 Comments

Are you Still Worrying About the Past?

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What should you worry about?

What should you worry about?

If so you’re not alone. Why do people bring up the past as if it belonged in the present?

If so you’re not alone. Why do people bring up the past as if it belonged in the present?

I love this quote from Art Markman, Ph.D., “When we look back on events from our youth, we are likely to remember many things as being excellent, or awesome, or brilliant. We just forget how we decided on their excellence or brilliance. With a broader base of experience as an adult, it takes a lot for us to be truly awed. So we decide that things must have been better when we were younger.”

It’s not that things were better in the past, it just seems that way! Think about your first kiss, your favorite song was playing, it was a warm summer night, you just saw a great movie and then you kissed. You can never replay this feeling.

The key is to stop comparing everything in the past to the present. I have a friend who always says, “When I was in California, I did this, that and the other thing. (That’s how my mom would put it.) Now my friend does relatively nothing buy go to work!

Five things you can do to make the present awesome:

Stop comparing yourself to others. When you start comparing it means ‘you are less than.’  I remember my first prom and the dress I wanted. It was lovely—long and poufy with 3 roses on the waist. Mom said we couldn’t afford it so I wore a pink, frilly one that I hated.  I was sure people would laugh at me in the pink dress. No one really cared; they were too busy worrying about their own dresses.

Decide to make every day awesome.  Why not love everything about today and find ways to make it special. Today I looked out the window and the sun was reflecting off the snow. It really was lovely; lots of twinkling. I am focusing the beauty rather than the temperature.

Surprise yourself! What can you do that’s out of the ordinary? Put a purple streak in your hair. That would be cool. Make yourself your favorite dessert. Take a different class in the gym; something you’ve thought about but just haven’t done.

Go to the movies and get out of the house! This is my favorite. Many of you stay home and watch Movies at home. Not me, I like laughing with people I don’t know and to treat myself to my favorite tea.

Think about what you can do to influence tomorrow? What would you like to be different next year? Is there somewhere you would like to go? Is there a new skill you want to learn? Do you need some new skills or a new hair style?

Tomorrow today will become your past; make it a good one.

., “When we look back on events from our youth, we are likely to remember many things as being excellent, or awesome, or brilliant. We just forget how we decided on their excellence or brilliance. With a broader base of experience as an adult, it takes a lot for us to be truly awed. So we decide that things must have been better when we were younger.”

It’s not that things were better in the past, it just seems that way! Think about your first kiss, your favorite song was playing, it was a warm summer night, you just saw a great movie and then you kissed. You can never replay this feeling.

The key is to stop comparing everything in the past to the present. I have a friend who always says, “When I was in California, I did this, that and the other thing. (That’s how my mom would put it.) Now my friend does relatively nothing buy go to work!

Five things you can do to make the present awesome:

Stop comparing yourself to others. When you start comparing it means ‘you are less than.’  I remember my first prom and the dress I wanted. It was lovely—long and’ poufy’  with 3 roses on the waist. Mom said we couldn’t afford it so I wore a pink, frilly one that I hated.  I was sure people would laugh at me in the pink dress. No one really cared; they were too busy worrying about their own dresses.

Decide to make every day awesome.  Why not love everything about today and find ways to make it special. Today I looked out the window and the sun was reflecting off the snow. It really was lovely; lots of twinkling. I am focusing the beauty rather than the temperature.

Surprise yourself! What can you do that’s out of the ordinary? Put a purple streak in your hair. That would be cool. Make yourself your favorite dessert. Take a different class in the gym; something you’ve thought about but just haven’t done.

Go to the movies and get out of the house! This is my favorite. Many of you stay home and watch Movies at home. Not me, I like laughing with people I don’t know and to treat myself to my favorite tea.

Think about what you can do to influence tomorrow? What would you like to be different next year? Is there somewhere you would like to go? Is there a new skill you want to learn? Do you need some new skills or a new hair style?

Tomorrow today will become your past; make it a good one.

Today is the only day you can change.

Today is the only day you can change.

Do you need some change in your business? Not sure what it is but you know things have to be different?  Call Lisbeth, 518-495-5380.

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By | January 2nd, 2017|Blog|0 Comments

Don’t let Your Anger get the Best of you

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Thanks to career intelligence.com for the photo.

Thanks to career intelligence.com for the photo.

Today I was in Staples at the checkout counter. (You know, no matter how “enlightened” you are, there are times when someone gets the best of you.)

The salesclerk asked  the customer if he wanted a bag and the customer went off. “Doesn’t every customer get a bag?” he asked. Next he got into it with the debit machine. It was too slow for him. The clerk was cool, but I was beginning to get really annoyed. I would have loved to have told him to shove off. We can’t expect salespeople to know how to handle angry customers but he did a great job.

Have you ever been in a situation like this?

Before you know it, your “button” has been pushed, and suddenly you wish you could eat your words. It’s tempting to want to preserve your good name or make statements to defend yourself. It’s only natural but there are more strategic ways to handle these encounters.

Here are five ways to stay ahead of someone’s anger.

First, take a deep breath and keep your thoughts to yourself. You don’t have to answer immediately. I know it sounds a bit simplistic but why make it complicated? You will thank yourself immediately. I know this doesn’t sound easy, but it really is. Once you take a deep breath it gives you a moment to respond by asking the right questions not responding to the allegations. Sure you have to “think about on your feet” but it’s something we should all learn. Every time you respond to these comments, you have acknowledged that there’s probably some truth to them. Most likely, they’re true for the person slinging the mud, but why must they be to you?

Get one step ahead of the argument. You do this by asking for an example of the behavior they’re accusing you of. This forces them to think and gives you more time to relax and format your response. When this happens you are also in a better position to evaluate the rationality of the accusation.

Why not be receptive to suggestions as to how you can address their concerns. Why not ask, what have I to lose? It shows you’re willing to learn. Just the fact that you are willing to learn will dispel their anger. Don’t be afraid to listen to what is being said, not how it feels. When our feelings get attacked, we go on the defense.

Shove your indignant feelings aside and be inquisitive. Remember, the person that asks questions is in control. The minute you start answering questions, you’re on the wrong side of the argument. Try to understand the allegations on a higher level are if you were defending someone else.

If someone is really angry, take the deep breath and ask if you can start over. This allows the other person to also back in control. Remember they are angry because they are also feeling threatened. Many people aren’t logical and when they’re upset they only know how to express themselves on an emotional level. It’s not personal. #trainingsalespeople #controlling anger

Thanks to Smekens Educational Solutions for photo.

Thanks to
Smekens Educational Solutions for photo.

Watch what you say, you may have to ‘eat those words.’

Sure this takes practice and thoughtfulness on your part. Once you learn how to stay in control of your emotions, life becomes a lot easier. Does your team need training on controlling their anger?

Lisbeth Calandrino has been coaching businesses be more productive and strategic. To learn more about Lisbeth, visit her web site at www.lisbethcalandrino.com, or reach her at Lcalandrino@nycap.rr.com.

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By | December 30th, 2016|Blog|0 Comments

Does Your Business Keep You up at Night?

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TISE 2017

TISE 2017

Do you wake up in the middle of the night in a cold sweat? Many say they have their greatest ideas in the middle of the night but most just have anxiety. They are probably dealing with the three P’s: People, Problems and Planning. If you must, write them down in the notebook you keep under your pillow. This is not the time to solve world problems. The mind needs to relax and get refreshed so it can deal with these issues during the day time.

Hey, I’m holding a brainstorming session at TISE. It’s called the Retailer’s Forum and I have 4 retail panelists who have some ideas for the three “P’s.” I have an outline of our topics, bring your ideas and expect to go home with some solutions.

Here’s the link for TISE https://tisewest.com/. Here’s the session information. It’s an hour and a half long so bring that notebook and your ideas so we can talk about employee issues, online marketing, installation concerns and how to get more business. Check this link and you can sign up for the Retailer’s Forum and connect with our retail panel.

Are you wondering how to get the most out of a trade show? If so, watch this video. http://bit.ly/2izWAFN.

CAN’T WAIT TO SEE YOU THERE! CHECK ON THE REST OF MY SEMINARS AT TISE. #TISE

Lisbeth has been helping businesses increase their customer base and develop new business strategies for over 20 years. Reach her at Lcalandrino@nycap.rr.com.

 

 

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By | December 27th, 2016|Blog|0 Comments

What Gifts can you Give Your Customers That will Keep on Giving?

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KindnessKB.org

KindnessKB.org

Black Friday, Small Business Saturday and Cyber Monday are over. Now what? Are you planning your next sale? It’s time for more than a sales; it’s time to give your customer something special. Of course you can thank them for your business but that’s not very personal. Thanking them for your business is a good thing; how you say it is another thing.

What do you think they would say if  you asked what type of gifts they would like? Would they want cheaper prices or more sales?  A  recent European study by Qualtrics and Engage Business Media could provide some clues as to what customers might consider ‘good gifts’ or the best type of gifts. 

The article points to actually getting more personal with the customer. Sound strange? It’s hard to build a relationship on cheaper prices. Letting someone know you care about them is a very important gift. What we’re talking about is improving your customer service. The better you treat me the more I know you care about me and my business.

You can send them a personal note telling them how important they are to you what you are willing to do to improve your relationship.

Here are three things they suggest; they are:

The Gift of Confidence

Knowing that you can be trusted and will be there to give them the advice they need. There are no guarantees in life for anything but being there when times get tough is a great gift. Are you up on your product knowledge and story policies?

The Gift of Time

Are you always busy? We all get bogged down and run out of time but how can you make time for your customers? Always try and answer your phone if possible; if not call back within the same day. If you can be available to your customers when they need you, it’s a huge gift.

The Gift of Quick

Hat’s off to those who pick up their  phones instead of sending everything to voice mail. When you send my message to voice mail, I just want to call someone else. By the way, this is what your customer does. Voice mail is the good and bad news for all of us.

Thanking them for their business is important but what does that really mean? In order to do business they have to trust and like you; how about thanking them for their trust? 

Do you need to make ‘more time?’ Does your team need more training in time management? If so call Lisbeth and discuss what you need.

 

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By | December 19th, 2016|Blog|0 Comments