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.

Worrying Will Get You Everywhere

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Thanks to Panama Jackson for image.

Thanks to Panama Jackson for image.

Worrying is like rearranging the chairs on the Titanic deck. Nothing good is going to happen but it keeps you busy. We as a whole stress. The same great apparatuses our cerebrum uses to envision new developments and tackle complex issues, additionally has a propensity for searching for inconvenience – notwithstanding when it may not exist.

 

Mid-terms, spending overwhelms, bug checks, first dates, execution uneasiness – stress likes to stick its nose into each part of our lives. Regardless of how senseless or improbable a situation may appear, it is genuine to you. Numerous have attempted to conquer it totally, and some incredible bosses may have. Yet, for whatever remains of us, having some straightforward procedures to reduce or work with our stresses can positively affect our lives.

 

1 – Schedule time to stress. Regularly if your mind realizes that you would prefer not to stress at this moment, yet you will permit it an opportunity to stress later, the stresses will leave. Plan 10 minutes in the morning, and 10 minutes at night to simply stress. Ordinarily, you won’t discover anything to stress over, yet it’s an approach to get the brain to concentrate on things on your time span.

 

2 – Wipe them away. One trap is to envision a windshield wiper spreading and wiping ceaselessly the stress. At the point when the picture of the stress comes into your head, picture a wiper washing forward and backward, wiping it away. More often than not after two or three times, it will leave, in any event for a brief period.

 

3 – Write out a rundown of stresses. Bunches of self-improvement strategies spin around composing things out. Simply the demonstration of putting things down on paper can reduce tensions.

 

4 – Do something about it. All the more frequently then not, the genuine errand or circumstance that we stress over ends up being a great deal less upsetting than we envisioned. In the event that you bounce in and attempt to make a move, even only a little thing, the force and demonstration of pushing ahead will reduce or mitigate the stress.

 

5 – Don’t lie alert. In the event that you observe that you tend to stress amidst the night, don’t simply remain in quaint little inn the uneasiness defeat you. Get up and make a move. Utilize one of the initial 4 strategies, or your own particular most loved procedure, to get it out of your head. Stresses have a tendency to end up increased when we’re drained – and the dim and stillness of a room around evening time may not help much either. Evil spirits, genuine and envisioned, love that kind of thing.

 

Your stresses are your own, and something you may need to live with, similar to a truly irritating houseguest. Discovering approaches to manage them might be your redeeming quality, since a few houseguests can take a clue, while others simply don’t know when to take off.

 

Lisbeth has been helping businesses worry less for the past twenty years. To help your team get out of the funk, contact her at Lcalandrino@nycap.rr.com.

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By | November 16th, 2016|Blog|0 Comments

Are You Having a Brush With Your Future?

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Thanks to Erin Nelson and "10 Signals,Looking into the Future."

Thanks to Erin Nelson and “10 Signals,Looking into the Future.”

Have you ever gone back into your past and looked into the future; did you say, “How did I get here?”

Try it. It’s a very interesting exercise; it’s taking a good look at who you’ve become. Do you wonder why you chose the path you’ve taken?  Are you wondering where you will be in your next future? Are you where you want to be?  The more you look the more questions you will have.

Many years ago I went to school in Washington, D.C. I used to take the bus to school and talked with this woman who told me she owned a large furniture store. She also said it was very successful but her grown son wasn’t interested in taking it over. Would I come and look at it?

I went to look at it and it was exactly what she said; big and beautiful. I had actually never seen one that nice. I grew up in the country and we never went shopping in NYC for anything. I only went to visit my cousins in the Bronx.

We continued to talk and she invited me to dinner; she was like an aunt—a smart one. Eventually she asked if I would be interested in working with her and learn the business. Eventually she would make me a partner! I was overwhelmed. A graduate student with a part -time job gets an offer like this. She said she knew I was smart and a born salesperson—she was right on that! I remember calling my parents and talking with them. Of course they advised me to talk with a lawyer but I should certainly try it out.

I passed on it. I think I was scared of the responsibility. Of course years later I actually went into the carpet and furniture business with two other partners.

As I look back, I think about the opportunity that I passed on. How different would my life have been? It would have been the road less traveled, but why not? How many other opportunities have you passed on? Do you make the same mistakes?

I’m aware that real opportunities don’t come along that often. I didn’t give this one enough time to ‘settle in.’ I have always been responsible, what was scary about this opportunity?

Looking back doesn’t mean ‘wanting to go back;’ it means evaluating where you’ve been and looking to where you might want to go. It’s a good thing to do. None of us know how much time we really have so why not take advantage of what’s out there?

Remember, your future is before your very eyes.

Lisbeth has been a business and life coach for over 20 years. She has proven that here insights are are very useful to her clients. To book a conversation with her, reach her at Lcalandrino@nycap.rr.com.

 

 

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By | November 3rd, 2016|Blog|0 Comments

Why You Need to Turn Customers Into Friends

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It's all about relationships

It’s all about relationships

Few businesses see customers as anything but customers. They think their How many businesses think about customers as friends? Businesses spend time figuring out types of products to sell their customers but do they worry about whether their customers like them? These days being likable are one of the best brands building strategies a company can have.

I remember when I was in business; customers would come in and say, “I wish I needed something, so I could buy it from you.” Even then, I knew that I had a special relationship with these customers and valued their friendship. If you have customers like this, you need to see them as more than customers. I used to do training for a company in Minnesota. They had a salesperson who never took ‘an up’ on the floor. All of her customers were referrals, and she treated them like they were best friends. She worked five days a week, was the highest earner in the company. She took one day a week with her family and the other day she spent with her customers! She had lunch with them, shopped with them and played golf with them.

Here customers were no longer faceless, they had become friends. Some were dear friends. She said she loved them all and knew they would help her build her business. She was right. She started inviting these friends to her home and many to family dinners. I don’t know about you, but no business owner has ever invited me to dinner!

It’s tough being a good friend and who needs all the extra stress? A good friend cares about your needs and is always there for you. Not just in times of need but just available when you want to talk.

However, good friends never forget you and are always on your side. What else does a business need?

 

More on how to turn customers into friends and brand advocates.

Do you need help turning customers into friends? Lisbeth has been helping businesses improve their customer relationships for over twenty years. Need help, call 518.495.5380.

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By | October 9th, 2016|Blog|0 Comments

7 Ways to Stop Procrastinating

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running-around-getting-done-poemProcrastinating is something we all do; it’s one of those things you’re not proud of. You look at your long list of important tasks and all of a sudden it’s time to pet the cat or take the dog for a walk. Don’t you wonder where that comes from?

In order to stop procrastinating, you have to rethink what you’re doing. You may have heard these things before but so what.According to Psychology Today, “For some, the very thought of taking a responsible path—where self-care includes “grown up” tasks—threatens to squelch vitality, and foreclose the boundless possibility associated with youth.”

  1. Deadlines are your friend. Instead of a long list of things to do, just note in your reminder the day something has to be done. Now you don’t have a choice or anytime to worry about it.
  2. Do the hard stuff first. It’s not really hard, you’ve just decided it is. Maybe it takes a lot more time to get it done or you just don’t like it. It reminds you of homework.
  3. Stop telling yourself lies. You know the ones that things aren’t really important and what you do doesn’t matter. Whatever you do should always matter to you.
  4. Get off Facebook–you know if you added up the time you spent on there you could probably get way more done. It is a time waster. Lonely? Call a customer.Your imaginary friends with the perfect lives will still be there in a couple of  hours.
  5. Decide what to do with your emails. I read them once, twice and three times for good measure and leave them in my inbox–that’s crazy.
  6. Start anywhere. Sometime starting is half the battle. Just start writing and fix it as you go along.
  7. Okay, so you’re not perfect. Suppose it isn’t perfect so what? And perfect by what standards? I used to get criticized because I didn’t do things perfectly. At one point I realize that getting it done was where I could shine. So if it wasn’t perfect I could fix it. I’ve noticed that many things online aren’t perfect and they’re written by ‘supposedly perfect people.’

Pretend you like getting things done; my mother said it’s good for you!

Lisbeth Calandrino has been an author and speaker for over 20 years. To have her speak at your business, connect with her–Lcalandrino@nycap.rr.com.

Haven’t heard her speak? Check out her web, www.lisbethcalandrino. If you can’t find Lisbeth, she’s probably at the gym or procrastinating.

 

 

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By | October 2nd, 2016|Blog|0 Comments

Let Failure Motivate You to Success

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Thanks to Guthrie Chamber for the photo.

Thanks to Guthrie Chamber for the photo.

Don’t we all have awful days? You know, the dreaded day  you fail. Failure can scare the wits out of most of us.

You know the day when you thought you were going to make that huge sale and then it disappeared?  You go over it again and again in your mind asking yourself, “What did I do wrong?”

You ask yourself,  what should I have said that I didn’t? You spend the whole day ruminating about what happened and where you went wrong.

You know it doesn’t help right? It doesn’t help because you only have one side of the story, your side. You have no idea what was going on with the customer even though you think you do. You feel  paralyzed.

Failure can actually be a trigger to motivate you to success. Scary right?

the-beatles Think about the Beetles, they were told in 1962 that Decca records didn’t like their sound. Decca was one of the biggest labels at the time—they must know best right? And then there was Stephen King who was told that no one wanted to see a science fiction movie that  was depressing! Somehow Stephen found his place.

How can you make it work? Here are some ideas:

  1. acceptAccept what just happened, it’s part of life. It only happens to those who step outside their little comfort zone. Those who want something different and are willing to accept an occasional set back. When I was a kid, my next door neighbor was very good at predicting the summer weather. I wanted every day to be hot so I could go swimming.I can remember how disappointed I was when it rained. Sam always said to me, “There will always be another day for you. If you try long enough, you will get what you want.” I have never forgotten that advice. It came from a man who spent 10 long years in the New York Hospital for the Incurables in 1935 with a collapsed spine. In 1958 he bought his first house in the country despite his disability.
  2. Wanting things to be different doesn’t change anything! Looking to change the past is a depressive strategy. Nothing ever changes in the past no matter how hard you wish for it. Wallowing in it never makes it better. I have a friend who is never happy. It doesn’t matter what she’s doing, she’s unhappy. She only goes to work and the grocery store. When her boyfriend visits, they only go out to the grocery store! They never go to a museum, a play or just a walk in the park. No wonder she’s depressed.
  3. Revise your plan of action. If the plan you have isn’t working, figure out how you might tweak it. Don’t get rid of it entirely, just determine what changes you need to make and do it. What the heck, it’s only time. Remember what Sam said.

 

i_have_not_failed-8-21According to Charles Manz in his  book,  “The Power of Failure,” Manz says that failure  is very often a misconception about the difference between what exists and goes unnoticed (such as growth and learning) when  we fall short of reaching a goal and what is realized later (longer term success). In other words, failure is no longer fatal! Consider failure just a challenge in life.

Lisbeth Calandrino has been helping businesses rethink their failures to success for over twenty years. To have her help your team, reach her at Lcalandrino@nycap.rr.com.

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By | September 18th, 2016|Blog|0 Comments

10 Ways a Salesperson Can Stop From Being Average

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Thanks to @sky's the limit for the image.

Thanks to @sky’s the limit for the image.

One thing you don’t want to be these days is an “average anything,” especially a salesperson. If average is good enough for you, then don’t bother finishing this article.  If you plan on making money and building your customer base, you will have to be better than the rest. Competition is fierce out there; if you want to stand out, you will have to go above and beyond. Twenty years ago you could make a living being average. There wasn’t much competition or many products. These days the marketplace is overwhelmed with both. There are more than 10 ways but here are what I consider the most important ones:

1. You don’t have to be an extrovert to be a great salespeople. You’ve probably heard that extroverts make the best salespeople. Of course it’s not true, not everyone want to have a ‘motor mouth’ in their face. The best salespeople know how to go from extrovert to introvert depending on the customer’s style.The key is to be flexible.  Check out this article by Erica Anderson in Forbes Magazine.

2.Stop making excuses for not making sales. Stop blaming it on the weather, the way the customer looked or the time of day. Go back to your sales pitch and determine where you think you went wrong. Hold yourself accountable and always have a ‘can do’ attitude for every customer.

3.Don’t treat your customers like they’re a commodity. You may think a customer that spends a small amount isn’t important. Not every sales will be a tremendous one but it doesn’t mean your customer doesn’t have friends with money!

4.Build more than ‘customers for life.Build ‘raving fans’ and customers that will sing your praises to all of their friends. Treat every customer as of they are special. They are the lifeblood to your success. 

5.When there are no customers, follow up on old ones. Call up your sold customers and ask how they’re doing. I often hear, ‘I’m not going to call them, what if something is wrong?’ Don’t you want to be the first one to know if there’s a problem or do you want everyone on their block to know?

6.Know where you stand at the end of the day. Why wait to the end of the week to know where you stand? If you pay attention daily you will know how much harder you have to work the next day to meet your goals.

7.Find as many role models as you can. Watch the rest of the team, pay close attention to the top closer. Look for the nuances and little things they do that build good customer relationships. Often times it’s something simple like a touch on the customer’s arm.

8.Think about sales when your not in your store. I have a friend that says he’s on duty 24/7. He is always looking for new customers; whether it’s in the elevator or watching his kid play soccer. To him, everyone is a potential customer. He often gets their names and email address and sends them a ‘nice to meet you’ note.

9.Service your customers to death. Not sure what to do, check out the ‘high end’ businesses in your area and see what techniques you can steal. There’s no sense in reinventing the wheel! Know your store policies and if you can, take them one step further.

10.THE SALE ISN’T OVER UNTIL THE CUSTOMER GIVES YOU A TESTIMONIAL. I have a friend who insists that his salespeople get testimonial. He considers this the most important part of the sale. It’s not always easy, not all customers are tech savvy. If the customer isn’t comfortable going online and writing one, ask them to write it on a piece of paper and you post it!

Does your team need so ‘personalized training’ to get better at their job? Lisbeth is available for ‘customized training’ for your team. If your looking for short videos from Lisbeth at Mohawk University, “Customer Experience Sold.” https://mohawktoday.com/mohawku/online-courses/customer-experience-sold for in-store training, check out these https://mohawk.wistia.com/medias/1zg0xg8kie

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By | August 28th, 2016|Blog|0 Comments

5 Reasons Why Dropping Your Prices is a Bad Idea

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Thanks to Preston D. Lee for image.

Thanks to Preston D. Lee for image.

Do  you think dropping prices are a bad idea?Long term it can be a really bad idea.

I was at a tag sale the other day and asked the woman if she considered  $1.00 for a $3.00 Christmas tree. “

“ I paid $50.00 for that wreath; she yelled; $3.00 is highway robbery. I can’t give it to you for a $1.00!” There are lots of things wrong with this scenario, the first thing is if you think your price is too low to start with why would you price it so cheap? And if you price it cheap, why would you be offended when someone tries to ask for a bigger discount?”

How’s this one; another friend told me she was selling at really low prices so she could get known in the business world. Hmn, known for what?

The biggest problem with this transaction is she doesn’t have any idea how to mark her merchandise or how to sell it. Does this happen to you?

It’s likely that none of my readers are working at a tag sale, but this is a good way to start a conversation about dropping prices.

If you don’t think your product is worth your price you will have a problem selling it.

  1. The most obvious problem is that dropping prices give you less profit. If you continue to drop prices, you will start to believe that your products aren’t worth your ‘asking price.’ The more you believe it’s true, the less likely you are to get your asking price. Giving something away doesn’t take much skill, working hard to get your price makes you a true salesperson.
  2. Dropping prices gets you bad referrals. Cheap customers are easy to get; what’s not easy is to get a customer who will pay your price and send you a great referral.  It’s worth it to understand your products and their value.
  3. Self-esteem is hard to get in life. According to Psychology Today by Neal Burton, self-confidence essentially means to trust and have faith in oneself. It is our certainty as to our judgement, ability, and so on—in short, our certainty as to our aptitude to engage with the world. Why would you take this away from yourself? For more on self-esteem, check out this article in Psychology Today.
  4. How will you stay in business by haphazardly dropping prices? I say ‘haphazardly’ because most businesses don’t have a system for dropping prices. In other words, they don’t have their merchandise marked up enough so that dropping prices  won’t hurt their margins.  They drop prices because they need the money.
  5. Dropping prices can bring in customers, give you cash flow and build traffic short term. Long term, you’re creating a very slippery slope. The customer takes her lead from you. Unless he/she has recently bought the same product, it’s doubtful they understand  pricing in general.

Remember just because the customer says the price is high it doesn’t mean they won’t buy your product. It’s likely they are testing you to see if you understand your own pricing!

Why drop your prices when you don’t need to? Need more help on on getting your prices? How about a webinar on pricing for your company? Call Lisbeth at 518.495.5380.

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By | August 15th, 2016|Blog|0 Comments

Are You Paying Attention to Sold Customers?

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Can you make your customers loyal?

Can you make your customers loyal?

Businesses work  hard and spend considerable dollars getting new  customers, and yet few work hard to keep them. Out of sight out of mind?

Salespeople spend time building relationships to get the sale and then forget the customer. They have good intentions during the sale, then what happens?

Do they think they should only contact the customer when they need to sell them?

I would hate to think they don’t care since sold customers are the most valuable product a company has.

Here’s how customers can work for you:

 

  1. Sold customers can do free advertising for you and help you get new business. If you don’t’ stay in touch with them they won’t remember who you are. They also won’t know what to say if you don’t stay in touch. You must continually remind them that you’re worth remembering. It doesn’t mean you have to hound them with more product, you just need to stay in touch.
  2. Customers will build your brand. Think of all the other businesses they purchase from and all the advertising they are subject to. If they remember you, it’s likely they will tell a friend why they should buy from you. The better your press the more likely you will get referrals. The value of your brand will be increased..
  3. Previous customers can market to new customers. If they  already know and trust you why wouldn’t you want them out telling everyone they know. . This is ‘word of mouth’ marketing. In order for a customer to use their ‘word of mouth’ they need to know what to say. This is why  sending email messages to your sold customer’s works.
  4. If you show your gratitude, you will stand out from the rest. Why not take 20 or 30 of your sold customers and send them a note telling them how much you value their business. When was the last time you get a not from a salespeople? Salespeople are often told to send thank you notes after the sale and that’s the last time the customer hears from them.
  5. Treat your customers as valued friends. Unless you breach your friendship, it will be a long term relationship. If your customers feel valued, they will always want to help out.

 

Staying in touch doesn’t mean you’re pushy. Notes to your customers should be helpful and friendly. If you stay in touch, when the customer needs something she will call you.

Sold customers matter.

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By | July 16th, 2016|Blog|0 Comments

How to Thank People so it Really Matters

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Children thanking the bus driver for being so nice.

Children thanking the bus driver for being so nice.

In May 2016, I received a call from Rochelle M. Howard, Deputy Director of the District of Columbia Office of Police Complaints. Prior to her phone call, I had no idea who she was or what her agency did.

Her request was a quote on 30 tests from the BEST Inventory, Communication Tests. These are short inventories, simple to administer and based on William M. Marston’s, Ned Herrmann’s, and James Brewer’s work measuring the dominant patterns of behavior in individuals.I have used them over the years.

I was flabbergasted and asked how she found me. She said that the owners of BEST Instruments had referred me. How super I thought. All of those conversations I had with the owner had given me something I never though about–a customer. I liked the owner very much and spent considerable time on learning how to administer and interpret the tests as well as just chatting. It actually never occurred to me that she might be in a position to refer me or my work.

 

Remember to thank people is a very important skill. Social media makes it possible to ‘like’ organizations and businesses that are important to us as well. Although people appreciate a business like, it is still very impersonal. If you do like a page, write a personal note about why you like the page–that will help.  Her are a few more ideas for ‘upping’ your like quotient.

 

  1. Get to know your suppliers and people that are in a position to refer your business. Remember they have other customers who reach out to them and may ask for help. You might be the person to supply this help. If you get a referral don’t forget to thank them publically for their help and brag about their products.
  2. Don’t forget to get referrals from as many customers as possible. Some of your customers have more clout—don’t forget to us them. In this case I happened to have done volunteer communication testing for a high level government agency close to my home. They gave me a terrific testimonial that I know helped me get the job in Washington.
  3. Be as personal as possible. Thank people publicly and privately. A phone call for you can mean the difference, even if the favor doesn’t bring any immediate results. Just remembering to pass your name along to a potential customer, or bragging about you while sitting with a group of stranger’s matters. A third party endorsement is better than anything you can say about yourself.
  4. Get to know people who hire you; their likes and dislikes. If they like to cook or like a favorite dessert or tea, send it to them! The gifts don’t have to be expensive. You just need to go out of your way and give someone something special. If you’re a house guest send something wonderful to the host or bring something with you. It’s often easier after because you have a better idea about their likes.
  5. Keep a ‘gift notebook’ of people you want to thank. Sometimes we forget the most important people in our lives.
  6. Ask how you can help. If someone does something for you call and ask if there’s a way to repay the favor.
  7. Encourage people you know who do a good job. Everyone loves encouragement and few do it. Even big kids need encouragement.
  8. Social media is a good way to thank people but go beyond the like. Make a comment to them, send them a message and tell them thank you. Are you grateful? Say it if it’s so. It goes straight to the heart.
  9. Send an old fashion thank you note. They mean a great deal event in 2016. Don’t ask someone else to do it for you!
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By | July 5th, 2016|Blog, Building a Brand|0 Comments

How’s Your Emotional Intelligence?

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Thank you Talent Smart for image.

Thank you Talent Smart for image.

In 1996 Daniel Goleman stunned the world in 1996 by popularizing Emotional Intelligence or EQ. or EI.  Basically it means being able to identify and manage your own emotions.  It’s been said the ability to understand and manage your own emotions is the real key to success. emotions. Whether we acknowledge it or not, we are driven by our emotions.

Want to know about your emotional intelligence? Click this free link to test your emotional intelligence.

Here’s the link to lifehack.org for a few reminders of how to improve our emotional intelligence.

Enjoy. Lisbeth

 

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By | June 17th, 2016|beliefs, Blog|0 Comments