Lisbeth Calandrino::

It seems like every business has a Facebook page these days; if you ask how’s it doing most of them say I don’t know or it hasn’t done anything. It reminds of the “days” when everyone raced to have a web site. If you asked them how much business it brought them most would say it “used to but it doesn’t anymore.

Anyone can set up a Facebook page, a blog and a Twitter account. The mechanics are out there and it’s fairly simple to set up a page. What’s not simple is the mechanics behind the page (just like a web site) or the marketing. I’m assuming you want the page to help you to get you customers and business. This goes back to the old question, who are you, who is your target customer and what is the message.

Several weeks ago I was at a writer’s workshop at Wiawaka. During the workshop we started talking about social media and how to use it to bring business. Everyone was interested in learning about blogging, Twitter and Facebook and how to use social media in general. Several asked if I might do a workshop at Wiawaka and teaching them how to market their businesses using social media. Of course I agreed. I am including the invitation, the days are for “women only.” It seems that the month of August at Wiawaka is for women’s workshops only. Had I known that before the agreed I might have changed the date.    Wiawaka is located  located on Lake George and was founded in  1903 as a retreat for women.

If you’re interested in learning how to market your social media this is the workshop for you. We will discuss the “naunces,” how to use it to market your business and social media best practices.

Using Social Media to Market Your Business

There are a number of ways to market your business or non-profit organization using social media. Social media can also be used in combination with your existing traditional marketing plan or alone. Anyone can set up a Facebook page but effective social media is more than just establishing “pages” or setting up a “blog.” It’s developing a marketing strategy for your business and using the best of  social media to implement your plan. It all starts with you defining goals for your business or non-profit organization so that you can choose the right social media.

 In order to make this happen your will have to establish your brand identity. A brand identity is what makes your company different, builds your competitive advantage and makes your customers want to buy—from you and not your competitor. Once you know who you are you can begin to turn  your customers/supporters into “raving fans.”

What will you learn? You will learn ways to determine your brand, examine what’s available using social media and the most effective way to use it for your business.  We will discuss how Facebook, Blogs, LinkedIn and Scoop.it and other types of social media can help you achieve your goals.

Our job is to help you get the most from  the workshop experience;  it is suggested you write down the “essence of your brand” and some of your organizational goals and anything else you would like to achieve from the workshop. 

Practically speaking, you will begin to think strategically about your business and the processes you can use to help it grow. We will also look at how other companies are using social media to meet their goals and build their businesses.

Workshop leader:

Lisbeth Calandrino is an award winning author, trainer and blogger. She is  author of the book, Red Hot Customer Service, 35 ways to heat up your business and ignite your sales. Lisbeth has been providing custom marketing and sales programs for various size business for the past 20 years.

Where? 

Join us at Wiawaka (http://www.wiawaka.org/) located on one of the most beautiful properties on Lake George and conveniently close to lake George Village. Founded in 1903 as a retreat for women, Wiawaka today still offers a peaceful getaway.

 Event Date and Schedule:

August 28, 2011, Introduction, 7:30—8:30 PM, Meet other participants and seminar leader

August 29, 2011 starting at 9:00-11:30AM and resuming at 3:00-6:00PM and wrap up after dinner from 7:00-9:00PM.

You will have time after lunch to network, swim and enjoy beautiful Lake George.  

Fee: $50.00 Payable prior to the workshop.

To register call 1-877-468-8128 or register online at Wiawaka.org.

I just read a great article on ProBlogger one of my favorite blogs. They not only give away tips but they give away heartfelt thoughts. In a most recent blog, Are You a Generous Blogger,” they talk about blogging and generosity. It started me thinking about generosity in general.

I was having a conversation with a friend of mine last night on that very subject. She  was asking how much do you have to give away to get business? Is that why we give away? Is giving away to get back?

I get so much “give away” in my mailbox that I don’t even look at it any more. I often have the feeling that the “give-a-way” is like a rubber band–I give you a little and then I pull you back in. Is that really a “give-a-away”  is it really generous?

My friend is very generous and helpful, call him up and he will help you with your business; he is known as “Mr. Generosity.” Does it get him business? Maybe not directly  but isn’t  “friendliness” important in business?

Generosity is about giving; the dictionary talks about it as the “spirit of giving“, Wikipedia talks about generosity and not  “not expecting anything in return.”

Is it too much to say “I give because I love you” and nothing more?

You send me a Facebook request, I do a search on your name, see how we’re connected and send you a note with your request. To me that’s generous. I’m always surprised when someone takes the time to add a note to their Facebook  request. A note more than, “I would like to add you to my professional network.” Sure it takes time but isn’t time one of the most precious things we can give another person?

Time is one of the things most of us lack and the most generous thing we can share or give away. This morning I got a note from a new Facebook friend who said I like being your friend. I decided to reciprocate and return the compliment; I like being her friend also. I like her posts and her ideas.

How about generous companies and celebrities?

http://fxn.ws/nWnFvt  The most generous celebrities, Angelina  and Brad?The Jolie-Pitt Foundation has officially donated $1 million to aid refugees in Pakistan

http://bit.ly/oix7Xx Wal-Mart the most generous?  Walmart adopted the Porter school this year and has been providing much-needed school supplies.

http://bit.ly/n7o5jy Oprey Winfrey? Oprah invested $40 million to create the Leadership Academy for Girls near Johannesburg in South Africa.

 http://amzn.to/oTI8ng  ”The Giving Tree” by Shel Silverstein, the story about the tree that loved the little boy published in 1964. 

http://bit.ly/19I40X Kroeger is one of the most generous.

Your friends who are always available  to answer a question, share a plate, pull the weeds in your garden, lend you a book, help hang the drapes, wish you a good day? How about the ones who send notes and ask how you’re doing?  I have some wonderful friends outside of Albany, Linda and Mike Urbanski. They send me notes, call to say hello, and connect on Facebook.  In fact, Linda sent me a silly note this morning. They are generous of spirit.

Give something away today; to a friend or a customer. A smile, a thank you or a compliment and watch the results.

Call a good customer and ask how they’re doing.

Call a friend and say, “I’ve been thinking about you.”

Compliment someone at the health club for their effort, this will get a big smile of appreciation.

Hug your pet and tell them how great they look. My friends tell me their dogs smile when they do this. No response from my cats.

Why chase your customers away?

After my last blog  I received several inquiries about the value of interviewing customers.  Because of this I have added another post on the same subject.

There was a time, not long ago, when companies could generate new business by simply listening to and following the advice of their investors and business advisers. (If we all like it you should like it.)  To remain successful today,  companies must collaborate directly with their most important stakeholders—paying customers. 

Unfortunately many businesses still operate under the assumption that what’s good for them is good for their customers. In the early stages of a business, this may be  true because this is when a business is trying to build marketshare. But in order to continue to build market share and  maintain a  competitive advantage, they   must constantly evaluate their market position.  They forget that everything continues to change: consumer preferences, the market place  and their competitors.

 For 3 years I advised a high end kitchen retailer who refused to believe that Home Depot was taking their customers. Their show rooms were beautiful, their kitchens were beautiful and everything was beautiful (so they thought) .  My interviews told me  the  customers thought our  software was antiquated, the  kitchen salespeople had no use for the flooring salespeople nd we were often rude!  The customers couldn’t have been more right  on all three points. No longer could the owner ignore what he knew was going on and what he needed to do to improve the company.

Several people have said, customers don’t know what they want. When a customer spends her dollar with your competitor  she has told you what she wants. If she gives you the name of the competitor and how much she spent,  she is not only telling you what she wants she is shouting it!

How many times have you said they didn’t buy from me because of price? My experience leads me to believe that much of the time this is crap. Not only is it crap but it gets everyone off the hook. The only true customer who doesn’t buy because of price is the customer who doesn’t have the money-period! The rest fall into these categories:

I don’t like or trust you so I’m not interested in what you say or have to offer. This is a basic communication problem and most business don’t teach their salespeople how to communicate. Instead they teach them how to sell. (It’s like the horse before the cart as they say.)

Your product isn’t worth it. You overpaid and now you’re trying to get the customer to make up the difference. Better you get rid of it and sell your customers what they want to buy.

Your services are no different than your competitors but you fail to believe it. Instead you listen and take the advice of customers who don’t like your competitors.  Better data would come from the customers who bought from your competition! 

Your business has a basic perception problem. The outside of your store looks like a discount store and brings in the  discount customer. Why are you wondering why the better customer isn’t shopping with you?  Or the outside looks great and the right customers comes through the door but  your salespeople and your products are low end. 

The customer who says, “I’m so surprised, I didn’t think you had such nice stuff” is telling you I’m probably the wrong customer. I came in looking for junk and you don’t have it. The customer with money saw your building and went elsewhere.

If your customer says your price is too high you must find out what they mean by that statement. Unfortunately salespeople don’t usually ask the question. If I do a survey I can ask the question and 9 times out of 10 I will get an answer.

Although this may sound like a  big task , the  answers to your business success lie with your customers and most customers want to help you succeed; even the ones who went elsewhere. If you listen your customers will tell you what they like and what they don’t like. Actually you may need some help interpreting the data.

If you think your customers are valuable, you will listen. If you don’t think they’re valuable then you may be trying to sell the wrong customer. In either case you need to do a survey to determine the problem.  Once you get the answers evaluate the data and make the appropriate changes.

Look at all the businesses who have made dramatic differences in their product offerings to maintain their customers base. McDonald’s cut down the French fries and now adds an apple thus reducing calories and fat by 20%. Heinz Ketchup adds a line of organic ketchup and eliminates the high fructose corn syrup, Wal-Mart finds out that 50% of their customers don’t think their prices are that low (now Wal-Mart will change their slogan) and Dunkin’ Donuts just added a tuna fish sandwich to the menu.  It took Starbucks years to add skim milk lattes and only after Howard Shultz heard a customer says she was going elsewhere if they didn’t have skim milk. 

All of these changes were precipitated by customers.

Continuous evaluation leads to continuous improvement. Continuous improvement will maintain a profitable business.

Procedure:

Make it a priority; realize that your customer is your business partner and as in any partnership, needs to be consulted.

Consult with a firm that understands the sensitivity of this information and have them develop a a questionnaire to discuss with your target customers. The customers, the survey and the data should be confidential.  If a customer likes your company they will be open and happy to give you information that will be useful. If they don’t want to talk about your company that’s another problem.

Determine what you think makes you different and check this assumption  with your customer . Conduct a small study of 5 target customers, test out the questions and evaluate the information received. Even with 5 customers you will get plenty of useful data. The value of the data has a lot to do with the wording of the questions and the skillfulness of the interviewer.

Instead of blaming your lack of sales on the economy it would be wise to have a heart-to-heart talk with those who matter most –your customers. If you want to improve your business you must talk with your customers. Remember we don’t learn anything from experience; we learn through the evaluation of our experiences.

Lisbeth Calandrino has conducted numerous customer service studies and used this information to conduct targeted sales and customer service training. She is  author of the book, Red Hot Customer Service, 35 ways to heat up your business and ignite your sales. Lisbeth can provide speaking or customer service/ sales training using the principles of her book at your place of business or through video conferences.

What's a customer to do?

What could be more fun than asking your customers what you’re doing wrong? Probably a million things.

It isn’t that much fun and that’s probably why most businesses don’t ask their customers what they think. If you have the guts and can listen you will learn amazing things about how your company is “perceived.” In fact you’ll  probably be able to create you company’s focus for the next 5 years.

Building and keeping a business is hard work; it’s not so hard if you pay attention to your customers.  You must  be able to  to stay close to your customers, seek their opinions, and be  courageous enough to change based on what they think.  

 This is the epitome of customer service.

Although companies should last for centuries few do, GE is one of those that has managed to survive. How have they done it? According to Jack Welch, by listening to their customers and changing. 

What should a business listen for? What would make them different   and how to use this differentiation to  build a  competitive advantage.

The bottom line, live  and breathe with your customers. Find out  and what turns them on and what turns them off.

I heard last week that Wal-Mart recently finished a survey with their customers. According to a recent survey by Morgan Stanley (NYSE:MS) analysts, 60% of consumers no longer think that prices at Walmart (NYSE:WMT) stores are lower than the competition. An amazing piece of information for a company who has built their brand on “everyday low prices.” As they say, “I would have loved to have been a fly on the wall” when that data was presented.

What do you do you do when your customer  ”rocks”  the very core of your brand? You could ignore the data and chalk it up to a bunch of grouchy customers or you can begin rebuilding your company and choose a new course of action.

I have been doing studies like this for years. I find it very exciting and energizing; I feel like I’m helping  good customers become even better. My experience leads me to believe that only good businesses  conduct these studies; the rest don’t care so why bother to spend the money if you’re not going to change? 

Who should do your study? An outsider who understands your industry and can turn close lipped customers into “Chatty Cathys.”  The person should  design the questions to  make the interviewee comfortable  and then lead them to more uncomfortable questions.  The ideas is to search for a point of differentiation and use it to  build a competitive advantage. Bottom line,  to get a leg up on the competition. A study of about 50-100 customers will get you plenty of data.

Not sure if you want to invest? Start with a study of 5 customers and see what they have to say.I have never seen a disappointed business owner even with a study of only 5.

As an interviewer I’m always amazed at how much information the customer will share with a perfect stranger.

I think it goes back to customers  wanting to be heard and understood.  Isn’t this  the basis of customer service? Jack Welch talks about differentiation and how companies will live or die based on their differention and ability to compete on a world-wide level.

Today I had an interesting experience with AT&T about my cell phone coverage at my camp. Or should I say my lack of cell coverage? Prior to my visit I was investigating “things on line” to increase mycell coverage; investing in a land line or getting a Magic Jack. Bottom line, I didn’t like any of them or couldn’t find anyone to substantiate the alternatives other than a land line. I also thought about throwing my phone into the lake and getting another cell carrier.

I told my story to the woman at AT&T and she told me at AT&T I could purchase a micro cell!

“What are you talking about?” I asked.  For about $200.00 I can make a one time purchase, have my own micro cell and take it with me. How many of you have complained about coverage and been told you can purchase a micro cell? I’m a cronic complainer but have never been given this alternative. I asked the salesperson why they don’t advertise this solution and she said, “I don’t know why–we tell them that customers are always complaining about  “dead” areas. A lost opportunity for differentiation/competitive advantage and a really happy customer. Not listening to the customer? Maybe listening but not hearing.

With globalization and more competition,  listening to your customer is even more important. Listen through surveys at the end of the sale and listen through  a third party.

Ikea, the world’s largest furniture store has been listening to its customers. Thirty years ago, Kamprad set out the philosophy: ‘We have decided once and for all to side with the many. What is good for our customers is also, in the long run, good for us. He wanted to “create a better everyday life for the majority of people.”

Maybe more companies should adopt this philosophy. Why don’t they? It can be scary and it takes guts to change. 

Lisbeth Calandrino is an award winning author, trainer and blogger. She is  author of the book, Red Hot Customer Service, 35 ways to heat up your business and ignite your sales. Lisbeth can provide speaking or customer service/ sales training using the principles of her book at your place of business or through video conferences.

Via Scoop.it – Becoming a better salesperson

The AgeHonest to blog, shops can net more customers onlineThe AgeEva Konecsny believes the business will never migrate entirely to the internet, but she says bloggers and online magazines have drawn attention to the business and helped increase…
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When change happens, change.

This is a continuation of my  interview with John Gifford, publisher of “Indy Smallbiz.Indy.” John purchased a newspaper in 2008 and almost immediately realized that the present newspaper format was not where he wanted to be. With that in mind, John moved on to creating his “tribe” of people and what he calls  his “Boutique Marketing.” 

John you really had to take a leap,  how did you know what to do?

I didn’t know what to do but if you want to know what to do just ask your customers.  Unfortunately if the customer wants something different, no one wants to listen. We talk about customer service but it really begins when you start to listen to what customer’s want and then develop a model to make it happen. I was also looking for something that was exhilarating and I really liked. So my strategy was to rule out what I hated and focused on what I liked and what I felt I could do.

I started  Simon Sinek’s  model from his book, “Start with Why.” All organizations and careers function on 3 levels. What you do, how you do it and why you do it.  The problem is, most don’t even know that “Why” exists. In other words, ask yourself, what drives you? This is the impetus that will get you going in the right direction. 

Wilbur Wright was looking for a way for man to fly. He broke it into parts solving one problem and then on to the next. I identify with Wilbur Wright’s motivation: I like to solve problems. The problem I am solving now is how to use a publishing site as an “attractor,” both for readers, as well as authors. By helping  the authors to share their expertise online, readers will be drawn to their expert skills for meeting their business needs. Add a cross-promotional approach in which the authors promote each others’ articles via social media and email lists and you add a targeted increase in readers – readers that count, those who are already customers of other authors’ businesses. Deepen the connection with Radio indysmallbiz.com programs hosted by the online authors and you are talking about a tightened bond through another means of communication, one that can provide immediate interaction between listener and host (otherwise known as author on the online publishing site).

See what is driving you; what really motivates you. I invented a new shoestring at age  5 , later on in my varied and checkered career I went on to work out a complex delivery model that needed to be solved for social services, and have been solving problems ever since, but until a little under a year ago I didn’t clearly identify to myself what was really driving me and motivating me.

Life is all about finding solutions. It sounds like the next phase will be very exciting and I’m glad to be a recipient of John’s problem solving mind and ideas for the future.

Lisbeth Calandrino is an award winning author, trainer and blogger. She is  author of the book, Red Hot Customer Service, 35 ways to heat up your business and ignite your sales. Lisbeth can provide customer service/ sales training using the principles of her book at your place of business or through video conferences.

I met John Gifford the way we meet everyone these days, through the internet. Actually I tagged John in one of my blog posts and he called me. With only a couple of years in the newspaper industry, John realized he would have to change. His take on “print” is different than most newspapers and magazines.

I found it very inspiring, it’s all about change. I hope it gives you some ideas.

John Gifford is publisher of “Indy Smallbiz. Indy Smallbiz  is the new monthly news magazine that will focus on the needs and interests of the small business community in Indianapolis.

“The aim of Indy Smallbiz is to help businesses grow and increase their profits. As you read our news magazine, we want you to learn something new to help your business or to appropriate a business strategy from one of our stories into your own business. Foremost, we want our publication to evoke action on your part.” – John Gifford

John Gifford is an interesting man with unusual vision and foresight. As the newspaper industry was drastically changing, John was too.

John, originally you were in the newspaper business but only for a short time.

I had a print newspaper from 2008 until January 2010. I realized that all print was being affected by the internet so I looked for a niche to fill. Most publications were focusing on large businesses so I decided to look at small businesses. In Indianapolis there are 60,000 businesses and 45,000  (the small ones) were being overlooked. I realized they needed help and so I decided to reach out to them. My idea was to establish the model, clone it and take it across the country.

What did you do when you saw that print publications were losing their appeal?

I tried to get them to move to online advertising but it was a tough push, but I continued to focus on my website. I knew that print was going away.

What did you see as the problem?

In 1880  the predominant market was selling whale oil lamps and then Edison came in with the light bulb. In 2009 and 2010 I was still selling whale oil and whale oil lamps (print advertising) when the online tip-point came;  on top of that came social media. It’s all like swimming upstream with weights on. Why do that? I changed my approach in 2010, dropped the print edition,  and concentrated my efforts on Indysmallbiz.com to increase readership and connectivity. The online delivery system has no printing costs or costly distribution. It is based on creativity rather than dollars. Generation X and Y are tipping the balance against the traditional way of getting the message out. Everyday there are more and more online venues. I don’t need a zillion customers, I just need to cover a narrow area and make it deep. Small businesses: realize that marketing is the key to your business.

It’s not good enough to “be good.” You now have to be good at what matters. You don’t need brute force (dollars);  just find the system and spend the time. Being good won’t help you unless you find something to be good at; today it’s continually changing.

People will come by word of mouth, and today everyone is in charge of their own marketing and marketing remains the key to success. The competition is mind boggling because of the internet. I like to problem solve and the rest I will outsource to my “tribe.”

Do you have a name for your model?

I call the new model “Boutique Marketing” made up of “a tribe” of people who can work together and impact various customers and businesses. I have put together my “tribe,” a simple group of like minded people, added social media to the mix and have my new business partners. Instead of print with advertising we will all work together in a collaborative way to add value and grow this new model.

Stay tuned for the rest of the article and John’s Boutique Marketing ideas.

Lisbeth Calandrino is an award winning author, trainer and blogger. She is  author of the book, Red Hot Customer Service, 35 ways to heat up your business and ignite your sales. Lisbeth can provide speaking or customer service/ sales training using the principles of her book at your place of business or through video conferences.

Can you remember this?

All of a sudden retro commercials seem to be in. The latest Geico commercial, “Do dogs chase cats” features a car chase (the photos look like old sepia print) with old cars and the old adage about dogs chasing cats. If you’re like me, you’re not only looking at the cats and dogs but you’re looking at the other familiar things in the commercial. You’re probably looking at the cars and the background.  All of these things bring you back to a nostalgic time. Just for a moment you  forget the reality of the non-existent  housing market, high jobless rates and the price of food and gas. In other words, these ads are producing positive feelings.

Let’s go back to why and how people buy. Buying is first emotional and then justified with logic. The internet has changed the customer. Customers are coming into buying situations armed with  plenty of ammunition and are no longer  dependent on the salesperson. They have the Internet and their Facebook friends and Citisearch; all of which can provide information on products and services.  The information  they’re receiving is logical, what we need to do is add the emotion. What better emotions to add than those that make us feel good?

Studies show that advertisements showing  surprise and joy are both hugely effective in concentrating attention and retaining viewers.

If you’re looking to keep the audience’s attention, surprise is the most effective. On line videos that engage the audience with surprise have a higher retention rate than any other. However, the particular effects of each emotion varied. If you are looking to monopolize the audience’s attention, surprise is the most effective emotion. The more surprising the ad, the longer the customer stays to watch. Hence the Geico commercials such as “does it really take two to Tango?”  It seems that all of their ads are joyful, funny or both. They are also nostalgic.

What does this mean for your business? How about having a “nostalgia” event focusing on a particular time period? A disco night would be perfectly acceptable with the best John Travolta moves and polyester suit! Or maybe a 40′s night with all Frank  Sinatra tunes?

Get your mind off reality! Play have fun.

Make your store fun and interesting; celebrate anything; how about “TGIF,” remember that?

Great oldies music is a good start. If you notice your customers singing along it’s a hit. Remember customer service is giving the customer what they want and if they like it they’ll let you know.

Decorate your stores for the holidays, don’t forget July 4th and what it means to our country.

Hula Hooping is back, and it will take a few inches off your waist.

Maxi dresses, boyfriend jackets,  capri pants and wedgie shoes are  still in.

How about this: leggings, large hoop ear rings, leg warmers, big hair and bright lipstick? Don’t foget the blue nail polish I wore in the 50′s.

I saw a 65 Mustang yesterday; baby blue.

Have a “dress up day,” you pick the type of “dress up.” Remember fun and surprise are both in so include both. Your employees will probably have some great ideas for the “dress up day.”

Anything you can do to take our mind off  gas prices will help us all.

Are things not going your way? Are you out of luck? Someone said to me, “All I need is a little luck.” It reminded me of the lottery commercial with the tiny guy who calls himself “a little bit of luck.” I decided to think about luck.

Last week I went to a tag sale and found the perfect leather bound small suitcase. I had been looking for one to use as a cabinet in my bathroom. I saw one in an antique store and I loved it but it was too expensive.  The woman at the tag sale had three to sell, all different sizes but didn’t want to split them up. (I’m not sure why I didn’t buy all three, I could have probably resold the other two.) The key to this story is they were  perfect and it was lucky that I found them but despite my bit of luck I didn’t purchase them. Sometimes we just don’t recognize luck.

I left the woman my name and  told her I would call her on Monday and if they weren’t sold maybe she would work a deal for me. This is what I call, “pushing your luck.”

Monday came and went and I finally called her on Tuesday.  She laughed and said she had waited for me to call on Monday because she still had the suitcases. Unfortunately since she hadn’t heard from me she sold them  10 minutes ago to someone else for 1/2 the price. Luck was with me in both instances and I didn’t jump. I asked myself, do I ignore luck? I can’t go home and say I lost out, luck had given me the chance. 

Luck is always with us; sometimes in disguise. It’s up to us to look at situations and ask ourselves the question, is this the luck I’ve been looking for? Or are you filled with self-doubt and wouldn’t know luck if you fell over it? Luck may be a chance meeting with an interesting person but you don’t get their name. We have a column in our local newspaper called “chance meeting.”  It’s where people describe their “sightings” of beautiful people who they’ve fallen in love with from afar.  Of course they never approached  their new love and went   away with terrible feelings of longing. And then what do they do? They put an ad in the “chance meeting,” describing the place, day and circumstances surrounding their nonexistent encounter. It seems they’ve missed their simple luck and now they’re looking for a miracle. 

I believe luck is all around us but you must look. My friend who religiously shops tag sales buying jewelry finally found a 10 carat diamond ring  with a platinum setting! For years he has buying piles of old jewelry with the hopes he would  have a little luck. Last week he got it. How did he find his luck, he kept looking.

My grandfather used to tell me the story about the lucky seed that fell from the farmer’s cart into a pile of dirt and was transformed into a beautiful plant. (Watch the video of the English story.) I was amazed as he described all of the wonderful happenings to these simple seeds. Maybe we’re all lucky seeds just waiting for a place to land. A place to be nurtured and transformed into something magnificant. The secret, you must supply  your own magic dirt.

Luck is always with us. You must be open enough to let it in; open enough to decide that everyday will bring you luck if you look for it. Making your own luck is often about connections. Is it being in the right place at the right time? Or is every place the right place?

Occurences are always happening. Consider Murphy’s Law, which states”what can go wrong will go wrong.” Where’s the one that states: “What will go right will go right?” Maybe we’ll have to make that one up. Joining things together will increase their meaning, relevance and usefulness if you consider what is called “the law of connectivity.”

The process of  connectivity or linking includes asking yourself: how do these two things connect to my life? Or how is a butterfly connected to the storm? In order for luck to occur you will have to “stop and explore” and then ask yourself the question.

There is a term called “metaphorming”; and is derived from the  Greek words meta (transcending) and phor (transference.) It begins with transferring new meanings and associations from one object or idea ot another. Todd Siler wrote a wonderful book called, “Think Like a Genius” and talks about the value of metaphorming.  It’s not a new word to describe thinking, it’s a deeper way of thinking and creating things. In times of strife or disturbance our minds often shut down, we get the “deer in the headlight” look instead of wondering, “how might these things be connected?” Or how will these two events help me?

Try it, go out and find yourself some luck. If your business  is causing the problem ask yourself, is this problem “bad luck” or “good luck” in disguise? Can this event bring me good luck? Follow your instincts, engage in a chance meeting and always remember that luck is just wating to be found. 

Remember Pablo Picasso’s lifelong aspiration was to ceate like a child, which meant returning  to the original wellspring of creativity. In describing his creative  process, he said, “I do not seek: I find.”

What are you waiting for? Luck is probably waiting for your out your front door. I’m off to have lunch and see if my luck is in my friend’s coffee shop.

What can you learn about business at a garage sale

My friend Adrienne is a tag sale aficionado. I always thought a tag sale was “for fun” but now I know it’s a “dead serious sport.” I have been looking for interesting things for my house, pictures, metal frames, fireplace decor and whatever else strikes my fancy. What’s interesting about the sales really isn’t the merchandise, it’s the people who run them and their attitudes. The object of a tag sale is to sell your junk right; these are the things that used to be treasures and now you want them out?

I think it’s only fair to bargain with the seller. “How much for a pair of 1950′s earings, a dollar? Fifty cents is more than enough.”  Some sellers get really hot with you because you’re trying to get it cheaper; so what’s the problem?

 Oh, I’m sorry, I didn’t say it right and now you’re insulted? This reminds me of what happens in retail stores; customers want it cheaper and they either ask you to lower the price or they say” it’s too much, I won’t pay it.” Why do sellers take offense? It says nothing about  them or their  merchandise.

The next group of sellers when confronted with the same answers, “it’s too expensive” launched off into the value of the product. I spyed an aluminum teapot that had never been used and could boil enough water for 20 cups of tea! It was a beauty. The woman wanted $20.00 (and worth every nickle) but I told her I thought $10.00 was plenty–at which point Adrienne chimed in with, it’s worth  $5.00. The woman didn’t shutter, she told me she found it in granny’s closet and it had never been used. I told her it still wasn’t worth $20.00, I mean this is a tag sale. She again never listened and went off to spin a tale about her grandmother coming over from Italy. Okay, in five minutes I was willing to pay $20.00 if I could retell the story. This woman was obviously a seasoned retailer because she never let up. She was very polite, smiled and continued to say $20.00. I told the woman that I should get a discount since it was a tag sale. To this she replied, it’s really worth $50.00. She definitely had worn me down and assumed I wanted it. She obviously wasn’t insulted or annoyed at me; she did give me a discount. I bought it for $18.00 and got the story for free.

Selling is all about negotiation. I want what you have and want to believe your product is worth your price.  I would even feel better if I felt like it was worth more than your price.  

When customers want to haggle, you need a good story I love this blog, How to Haggle Like your old Man. Haggling is just two people trying to make a deal–that’s all it is. Customers need reasons to pay your prices, products are products but stories are priceless.  You need to separate yourself from the customer and remember it’s just a game. 

The next item was a Ralph Loren scarf hanging over a tree; what a find! I triped over the baby carriage and missed my turn. It went for $1.00! It was just a come on, the canoe went for $600.00 but the credibility of the tag sale had been established. Quality stuff for less; she told us the canoe was worth $1000.00. Okay so I haggled over a wicker closet and bought it for $20.00 despite the $35.00 price tag. She didn’t like my haggling but it was beginning to rain and I told her it was my last $20.00 if she didn’t want it  she could drag it back into the garage. She begrudingly took my money but made a point to show me she didn’t like my attitude.

Then there was the lady with the workout clothes who told me how much she paid for them 5 years ago. The key is “five years ago and worn.” She too was insulted that we didn’t want to pay her price. Adrienne and I found this quite humerous; did she know anyone else that wore a size 0 and needed her old clothes?

Why get annoyed at customers that want a cheaper price? It’s a customer’s right to say whatever they choose. I think the problem is that most salespeople don’t know what to say. Immediately they get insulted and turn off to the customer instead of realizing it’s just a game. Maybe the customer won’t buy from you today but they will go away with a good feeling. Why not get their  name and email address and  tell them if you get something in their price range you’ll give them a call. Call them in a week to find out if they found their price; you never know.

Just because a customer acts cheap doesn’t mean they will always be cheap. How about a comeback–if you can find it at that price let me know so I can buy one.

Just because a customer isn’t that polite doesn’t mean they won’t buy. No need to be impolite, how about being more polite?

Just because a customer is difficult doesn’t mean he won’t buy. Why be difficult back, no need to react. Remember none of this is personal and customer service begins when you understand your customer and and attempt to build a relationship.

Great salespeople don’t give up. “Why don’t you think it’s worth the price?

Great salespeople know how to take  seemingly difficult customers and turn them into friends.

Great salespeople don’t take any of this personally. They know who gets the money first wins.

Lisbeth Calandrino is an award winning author, trainer and blogger. She is  author of the book, Red Hot Customer Service, 35 ways to heat up your business and ignite your sales. Lisbeth can provide customer service/ sales training using the principles of her book at your place of business or through video conferences.