Have A Plan: Send Your 2010 Client Thank You Letters Now

Dear Friends,

Its really easy to be an "A" Player in a "A" Market.
What does it take to be an "A" Player in a "C" Market?

REFERRALS
And A PLAN

So here is my tip for today HAVE A PLAN!

Don't wait...

Send your 2010 client "Thank You" letters now

Don't wait until the end of the year or until January 2011 to thank your clients.
Do it NOW!

Start your "client appreciation" activities in the fall and make them an ongoing process.

The best place to start is with a "Thank You."

Here's an example.

"I would like to take this opportunity to "Thank You" for your business. I truly appreciate your confidence, faith and trust in me and the services of our company.

Thanks to clients like yourself, we can continue to enhance the quality services that you have come to expect and deserve.

We are committed to building our business by your referrals and recommendations.

This is where I need your help and continued support.

If you know anyone who is considering purchasing a home or selling their existing home, I would appreciate if you would pass my name along to them.

I am dedicated to providing them with the same level of outstanding service I provided to you.

Thank You."

Haven’t Stayed in touch with your pre 2010 clients over the years? Send them a Reconnect / Humble Apology Letter.

This is where you begin to re-build your relationship with past clients. It's easy to feel anxious about what you will say when you call or write them a letter after 12 months or even 2 or 3 years of no contact.

Here’s an example to get you started:

“Dear Mr. Smith

I have to apologize!!!

I had an experience recently that compelled me to write you and APOLOGIZE for not keeping in closer contact with you since we worked together on the sale of your home.

This experience made me realize just how important your relationship is to me, so I hope you will forgive me for not being good about keeping in touch.

The realization I'm referring to was due to a recent experience with a client. This person was such a pleasure to work with, I was reminded of you and how much I enjoyed working with you.

I've made a decision recently about the way I do business, and from now on, I only want to do business with people like you!!...”

If you speak from your heart it’s easy to reconnect with past clients.
Select and execute a strategy for the next 3 months that expand your appreciation efforts.
By example:

November:
Invite a Raving Fan Advocate out to coffee, lunch or dinner.
Do two each week.

December:
Gather your referral advocates and best clients for a Client/Advocate Holiday cocktail party at a local restaurant for an hour or two.

January:
Send Looking Forward to 2011 letter.

Make your Client Appreciation efforts a process and ongoing event.

Make the best use of your time by being in contact with people who know you, like you and trust you.

Do it today.
Remember, people buy what's familiar and enjoy being appreciated.

PS. If you need a sample copy of a reconnect or thank you letters just give me a call or shoot me an email jstanton@YourProfessionalDevelopment.com

Thanks for spending 3 minutes with me.....
the best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, CSSN, WOW
Your Trusted Advisor For Life
347-466-3047

You read Jeffrey's Journal every week because you, like me want the best for yourself. And you, like me want to build a strong referral based business.Who else like you, like me loves referrals that you can share this blog with right now?

The greatest business secret in the world can be best learned by the farmer with 3 pigs!

Dear Friends,

Once upon a time... There was a farmer.

He had 3 female pigs, sows, and he wanted to mate them.

He loaded the three sows into the back of his pick-up truck and headed to see his neighbor who had the bores.

As the sows and bores were getting to know one another the first farmer asked, "how will I know if my pigs get pregnant?"

The second farmer replies "they'll roll in the grass if it takes, or wallow in the mud if it doesn't."

The next morning the first farmer woke up early to look out back to see if the pigs were rolling in the grass or wallowing in the mud.

They were still wallowing in the mud.

So, he loaded them back up in his pickup and took them over to the bores for a second visit.

The following morning he looked out back and he saw they were still wallowing in the mud.

Undaunted he loaded them up, once again, and drove them over to visit the bores.

The next morning the farmer was away from the farm so he called his wife and asked, "are they wallowing in the mud or rolling in the grass?"

She looked out back and replied, "neither, two of them in are in the back of the pickup and the third one is up front blowing the horn!"

Now if I just told you what the Greatest Business Secret in the World was, you might yawn and say, "I know that" and forget about it.

The reason it's been called a secret is...well, let me ask you this: "How is business out there?"

How do you feel you're often treated as a prospect, customer or client?

It must be a secret because remarkable service is more the exception than the rule.

So what lessons can we really learn from this silly little story.

Here we go:

1. Every behavior has consequences.
2. Future behavior is largely dependent upon consequences of past or current behavior.

In our story, the pigs were taken to visit the bores, the behavior.

They liked it, the consequences. They wanted to do it again and again

The lesson:
YOU GET MORE OF THE BEHAVIOR YOU REWARD.

When a customer calls, visits, inquires about your service he is behaving like your customer.

If you don't reward him he will begin to act like someone else's customer.

All success in business applies to this lesson.

The greatest secret in the world:
THE REWARDED CUSTOMER BUYS, RETURNS AND TELLS OTHERS.

Here are a few "Movements of Truth" or service opportunities to REWARD your customers. They are taken from Dr Michael LeBouef, author and Quality Service guru from Louisiana State University...

1. When a customer appears, calls, inquires…reward with prompt, courteous attention.
2. When a customer is angry...reward with kindness, empathy and understanding.
3. When a customer has special needs...reward by customizing.
4. When a customer is indecisive…reward with a specific solid recommendation.
5. When a customer has objections...reward by acknowledgment and then build value.
6. When a customer has buying signals...reward by reinforcing.
7. When a customer refuses to buy...reward with polite appreciation.
8. When a customer complains...reward with fast, positive action.
9. When a customer will be disappointed…reward with positive perks.

How ever you do it just remember the Greatest Business Secret in the World.

The rewarded customer buys, returns and tells others.

Thanks for spending 3 minutes with me.....
The best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, CSSN, WOW
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

http://www.yourprofessionaldevelopment.com/
Certified Negotiation Expert (CNE) Designation Training
Certified Short Sale Negotiator (CSSN) Designation Training

Who Are YOU An Advocate For In 2010?

Dear Friends,

Here's an idea to kick off your Referral Business in 2010...with a twist.

We teach people how to treat us by our own behavior.

That's right! We teach people by our actions and words how we want to be treated.

So, here's how you can make this simple rule of interpersonal behavior work in building your referral business.

It is a great start to a new and exciting year ahead.

First you have to know the difference between a:

• CUSTOMER
• CLIENT
• ADVOCATE
• RAVING FAN

This will help.

A customer buys, once.

A client buys and returns.

An advocate need not be a customer or client but will speak publicly to others and refer you to their friends, family, neighbors and co-workers 2 to 4 times a year.

Then there's the Raving Fan. This individual need not be a customer or client, but often is, and will not only refer you 5 or more times a year, they will make sure the person they referred makes contact with you.

Raving fans are the people who are compelled to tell others about you and make the referral go through.

Getting back to our question. Who are you and advocate for in 2010?

This is an exercise that you can do once in the beginning of the year and will have lasting results.

Follow these 4 simple steps:

1. Consider who you are an advocate for
2. Call them in January
3. Compliment their service and acknowledge your relationship.
4. Commit to referring THEM business in 2010

Here's how it works.

Consider and identify 25 people whose business you are an advocate for.

What's an advocate you ask? When you find yourself saying something like this. "If you need an electrician, call Steve Smith, here's his number, and tell him that I referred you." That is an advocate.

We advocate for people all the time.

Consider 25 people you are an advocate for, call them and say something like this:
"Jeff, I just wanted to thank you for always being available and doing a great job for us on our rental properties last year. Everyone I refer you to tells me the same thing. I just wanted to let you know that you can count on my business and on me to refer you at least 4 new customers before the end of the year. I don't know how many advocates you have, but you certainly have one in me. Thanks for the great service."

You get the idea.

It's important to understand the value in this exercise. Don't take my word for it. Find out for yourself.

You are teaching people how to treat you, by treating them the way you want to be treated.

Better said, you are leading by example.

Want better service? Act like a better customer.

Remember, an advocate is someone you know, like, refer, and trust.
For example:

• doctors
• lawyers
• roofer
• plumber
• accountant
• home inspector
• handyman
• insurance agent
• financial planner
• banker
• mechanic
• marine mechanic
• computer repairman
• painter
• lender
• Realtor
• etc.

We refer because of how we feel we were treated and the likelihood those we refer will be treated the same way.

By this exercise we also come to know how difficult it is to refer others because we have so much to do in our lives, that thinking about others is often put aside. We can renew our respect for those who take the time and refer us as Advocates and Raving fans.

If we can learn this, lesson learned!

Thanks for spending 3 minutes with me.....
The best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, CSSN, WOW
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

http://www.yourprofessionaldevelopment.com/
Certified negotiation Expert (CNE) Designation Training

The Power Of A Two-Letter Word

Dear Friends,

There will always be someone out there who’s going to ask you to do something you don’t have time to do or something you can't do.

In an effort to please everyone, you may say “yes.” This is a recipe for increasing your stress, and falling short of completing any obligation well.

So everyone, including you, might be better served if you invoke that powerful, two-letter word and just say “no.”

How can you do that?

Start with this advice and today's tip:

Don’t say anything when you’re on the spot. Take some time to think it over. It’s OK to say, “Let me get back to you about that this afternoon.”

Be direct. Tell the truth about why you can’t do what’s asked of you. There’s no need to make up what might be deemed a “better” reason.

Be polite, but firm. Don’t build false hope about what you can do. Don’t say, “I’ll try.” You’ll just worry about squeezing the request into your schedule or how you’re going to say in the end that you didn’t get it done.

Suggest alternatives.
Perhaps you know of someone who has the time or is better suited to fulfill the request. Or perhaps you yourself will have time in the future.
If so, say, “Bob may be the better person to help you, lets call him together” or, “I don’t have time to do that this week, but I can do it next Thursday if you can wait.” Be honest, though.
This tactic shouldn’t be used merely to get the person off your back or to postpone an inevitable “no.”

I invite you to consider the memorable scene in the classic movie "Miracle on 34th Street" when Kris Kringle, as Santa Claus at Macy's, refers a customer to Gimbals, a "rival" department store because he knows that the customer would find the exact item they are looking for right there.

Kringle recognizes that it is in Macy's best interests to serve the needs of the customer... even if it means losing the sale to another retailer. He knows that he is building a reputation among his customers that Macy's is the first place to shop. If Macy's doesn't have it, they will know who does.

Remember is always in your best interests to server the needs your customer or client, even if that means saying "NO".

Thanks for spending 3 minutes with me...
The best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, CSSN, WOW
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

http://www.yourprofessionaldevelopment.com/
Certified negotiation Expert (CNE) Designation Training

Upgrade your referrals

Dear Friends,
I received this email from a reader that I would like to share with you:

Dear Mr. Stanton,

I've been licensed Realtor for about 5 years.

I get referred quite often by clients and friends.

What I don't understand is why my conversion of referred prospects is so low?

I call immediately after getting the lead and follow-up on a regular basis until I get through, but I don't feel I get as many appointments as I should considering they are referrals.

What can I do to increase my percentage of appointments of referred clients?
Best Regards,

TK

Dear TK,

Upgrade your referrals before you call them.

First lets look at the reasons people may refer you.

Some people want to be a hero and a referral can be a way to enhance their status.

Others want you to experience the better service they experienced possibly as a way to reaffirm their decision.

They most probably like you, trust you and genuinely want to help you.

Letting others know how pleased we are with our decisions, reaffirming our choices, telling others by way of a referral is only natural.

Here's my point...the act of referral is not always about the needs of the person being referred.

Because we all have given referrals, received referrals and have been the prospect of referrals we know this to be true.

Upgrading your referrals is a process.

We'll look at the two most important parts of this simple process today.

1. Know more about the person you're calling.
2. Ask the referrer to call the referral first.

Here's what normally happens:
You get a name and number and permission to call and then say "Thanks for the referral, I'll call them right away."

What a waste.

The first way to upgrade your referral is to know more about the person you're calling.

Questions you may want to consider asking first:

• How do you know this person?
• What is your connection with (name)?
• What do you admire most about (name)?
• Does (name) have any special interests?
• What are some challenges (name) is facing right now?
• Why did you think of (name) first?
• Do you know where (name) is in the process?
• Why do you think we would be a good match?
• Does (name) know you’re referring him/her to me?
• How do you think (name) will respond to your giving me his/her name?
• Is there anything else about (name) that would be helpful for us to know?

IMPORTANT
If you're referred to help solve a problem, a serious problem, ask this question.
"How do you think he or she will react and feel about discussing their problems? Can I bring them up or should I be less direct?”

Remember, referral selling is about building and protecting relationships.

When given a referral there if there isn't time or you are not in the appropriate situation to ask all these questions, just call back the next day and ask before you call the referral.

You are teaching people how important relationships are by your very behavior.

The second part of upgrading your referrals, after you' ve asked these questions, is to ask the referral source to call first.

It might sound like this.

"Mike thanks for helping me meet Anthony. I was wondering, maybe he would appreciate hearing from you first, just to know that you're not sending some salesperson to attack him. Would that be Okay?" (pause)
“I don't want this to be a hassle for you, so if you get his voice mail a quick message about why you think it would be good for both of us to meet would be just fine."

OR

"Mike thanks for trusting me to help your friend. How can we let him know how I can help him also?” (pause)
“Could we give him a call now to let him know that I will be contacting him tomorrow and why you think it would be good for both of us to meet?"

That's it.

Upgrading a referral is more about a genuine and sincere desire to better understand who you might be talking to before you pick up the phone.

With this understanding, your words, tone, style, temperament and manner are transferred to the referral to create a more comfortable conversation, leading to a desire to meet.

Thanks for spending 3 minutes with me.....
the best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, CSSN, WOW
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

What would be the one most important tip you would give, if you could only give one?

Dear Friends,
I received a question from a reader and thought I would share my response with you...

Dear Jeff,

I have a question. I hope you will answer this.

First, I want you to know how much my team enjoyed your training.

We've been to a lot of seminars over the past years and this was by far the best.

I have some new people joining my team and I added what I learned from you into their training.

Thank you!

I like to break things down into an order of importance and try to keep it simple.

New agents get so much thrown at them so fast I give them a priority list of the most important thing to remember as they learn and develop throughout their first year.

Looking back over your experiences what one thing would you tell a new agent coming into the real estate business about building a referral business for themselves?

What would be the one most important tip you would giveif you could only give one?

Thanks,
BT

Dear BT,

You must be a good trainer, because you have learned to ask great questions.

The answer is simple, very simple.

Always speak as if your customers are listening.

That's it. It's really just that simple.

Practicing this one tip will increase your agents refer-ability.

By example. If you're talking to another agent on the phone about your listing speak to the agent as if your sellers are listening on the other line.

If you're in the office talking to another agent about your buyers, speak as if your buyers can hear ever word you say.

When speaking about your customers or clients (past, current or future) in your office, at a board meeting, a training seminar, on a caravan, open house, anywhere or any time, imagine the people you are talking about can hear you.

What do you want them to hear?
Always, always respect your relationship.

What you say about others speaks volumes about YOU.

It's not easy sometimes.

It's OK to have an unexpressed thought.

If you don't like the way someone is acting or responding to the challenges of the marketplace, keep it to yourself.

Take time to understand what the other person is going through.
Give them the benefit of the doubt.

As top agent and dear friend put it 10 years ago, "I don't have to like my clients, I have to love them."

In 10 years I have never heard him say anything about his customers that he wouldn't want them to hear.

Is it a coincidence that his business is 100% referral based and his production is in the top 10% of the industry for 10 consecutive years?

He has the respect of his peers, friends, business associates and anyone who has been in contact with him.

He embodies a deep and sincere respect for his client no matter what. This teaches us the single most important lesson of any referral based business strategy. You get what you give.

So when you ask, "what would be the one most important tip you would give if you could only give one?"

My answer is... Always speak as if your clients are listening.

Thanks for spending 3 minutes with me.....
the best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, CSSN, WOW
Your Trusted Advisor For Life
347-466-3047


One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

How to write a memorable THANK YOU note…in less than one minute.

Dear Friends,

Want to increase your referability?
Do it with thank you notes....

Taking the time to acknowledge someone for something is good; making it memorable takes a little effort; following these 3 steps makes it quick.

You've heard me say that the speed of implementation is the No. 1 quality of a "high achiever."
With that spirit let’s learn how to write or say thank you in a way that will be appreciated, respected and memorable ...in less than one minute.

Here we go....

First I want to thank all of you for reading the “3 Minute Referral Tips” each week. I know it takes time out of your day and I hope you find them informative and interesting.
It also takes courage to be willing to learn and try new things. This speaks to your character as a person and the professional you are.
Your clients are fortunate to have you serving them. I look forward to continuing our learning experience together.

Respectfully,
Jeffrey

The note you just read follows a pattern of 3 steps.

1. Thank you
* thank the person for what they did

2. Acknowledge the character behind their action
* have a list of characteristics and virtues that you can find, recognize and compliment in others

3. Keep the relationship open and ongoing
* be specific to the next contact or future of the relationship

Here's how it works by example.

1. Thank you…
for your time
for speaking with me
for considering our company
for choosing us
for using our services

2. It's always nice to...
work with fun people
be with creative people
work for considerate people

3. I'll be speaking to you...
soon
next week
next Tuesday at 2:15

or

looking forward to working with you...
in the future
again
next time


It's that simple. Here are the three components needed in writing a memorable “Thank You.”

The event
See the character
Keep the relationship open

Below is a list of characteristics and virtues that you can find and recognize in your clients and customers.

You'll also support and reward the behavior you want more of.

To have some fun with this and help you create your own list answer these questions. The answers will reveal what you want more of in others.

I wish my wife was more.......
I wish my husband was more...
I wish other drivers on the road were more...
I wish my neighbor was more.....
I wish my boss was more.....
I wish my coworkers were more...
I wish my best friend was more....
I wish my customers were more...
I wish kids were more...

You get the point. We know what we want more of.

Keep a list of what you want more of from all the relationships you encounter.

Leave it in plain view or keep it on a 3 X 5 card for quick reference.

When people do things that really need to be recognized and appreciated you'll have the skill and practiced ability to make it memorable.

Here's my list:

Honest, Punctual, Understanding, Decisive, Loyal, Cooperative, Successful, Considerate, Attentive, Congenial, Supportive, Ethical, Gracious, Energetic, Integrity, Empathy, Persistence, Sincerity, Consistency, Enthusiasm, Courteous, Insightfulness, Commitment, Modesty
Along with many more…

EXAMPLE:

Thanks for spending the time to read these tips. It speaks of your character, a willingness to learn new ideas, and the courage to implement them. I look forward to working together with you in the future.

Thanks for spending 3 minutes with me...
The best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, CSSN, WOW
Your Trusted Advisor For Life
347-466-3047


One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

Anything worth doing is worth doing poorly.

Dear Friends,

Anything worth doing is worth doing poorly.
That's right, doing poorly.

I know we've all heard that anything worth doing is worth doing well or right or good.

We were told this by our teachers in class to improve our penmanship; our parents to improve our homework; our coaches to improve our play; our instructors to better our lessons; our Pastors, Priests and Rabbis might have said this to better our prayer and religious studies and maybe even your spouse has said these words to you.

Chances are we heard "anything worth doing is worth doing well" from just about anyone in authority in an attempt to help us to better whatever we were doing at the time.

The irony is that these 7 simple words are one of the most disabling thoughts we can say.

It de-motivates us the older we get.

WHY?

We tend to think that if we can't do it well, than we shouldn't do it at all.

And we do just that.
We do nothing.
We don't attempt new things because we may not do it right and could embarrass ourselves by trying.

We are subconsciously reminded of all the caring and supportive people in our past who said "anything worth doing is worth doing well."

They didn't mean any harm by it, but it does harm you.

So, when you're introduced to a new idea, a new learning, you may think that you're too old to learn, too set in your ways, too tired, too scared you'll fail, or too afraid you'll look stupid if you try something new.

Let's reframe this old saying into something more proactive and creative.

Anything worth doing is worth doing, poorly at first, and then again, still poorly, and then a little better, and then even better until you feel accomplished and comfortable with your learning of something new.

Remember theses words "there is no such thing as failure, it's only feed back"

I am reminded about an article about Madonna that I read a few years ago. She wanted to play guitar on stage at her concerts. She had the highest ticket price of all performers and I suspect could probably do what ever she damn well pleased.

The problem was she didn't know how to play guitar. She took lessons, and began and started playing, poorly at first, and then a little better, and then even a bit better.
Until one year later she played on stage at one of her concerts as if she'd been playing for years.

Life is an adventure.

The interesting part of all this is the people who excel in business the fastest are the ones who try things quickly after hearing a new idea.

They, without knowing what will exactly happen, put things into action.

I've heard it said this way, "the insecure way is the secure way."

I usually finish my training program with this question.

What is the single most important characteristic of a high achiever?

There are so many right answers like:

flexibility
persistence
intelligence
decisive
energetic
focused
integrity
humility
self discipline
resourcefulness
steadfastness
boldness
fun
reliability
enthusiasm
effort
honesty
courage
sincerity
strength
skill

As well as many more great, insightful and very valuable qualities and characteristics of a high achiever.

The single most important quality of a high achiever is "Speed of Implementation."

It is the speed in which you hear and learn something new and attempt to experience the new learning. It's your ability to act quickly on what you've learned even if you do it poorly, at first, but to experience what you learned.

The human intellect is significantly expanded through the experiential learning of a new idea.

Those who possess the "Speed of Implementation" not only learn faster and experientially they improve, innovate and assimilate new practices into their word patterns and create new productive habits.

Some people hear an idea and have to study it, play with it and surgically dissect it in order to see how it works and what they have to do to get ready to try something new.

As Tom Peter's once said "Ready, Fire, Aim."
Today's markets change quickly.

One of the companies I've been working with over the past few weeks has a number of individuals who by the end of each training day implement new ideas into their database, personal marketing and referral business strategy.

They put new learning's into action quickly and are responsible for elevating the collective talents throughout the company.

It's a pleasure to watch and be part of.

They Just Do It! They Play Big!

You guys know who you are. Kudos to all.

"Speed of Implementation" is contagious.

It is the single most important quality of high achievers.

You have heard me say it before... Referrals are all about relationships.

And the most important relationship is the one we have with ourselves when it comes to our own learning and development.

So, no matter what you learn, from whom you learn it, or even how you learn, the speed of implementation is the one quality that will leverage all the rest.

Thanks for spending 3 minutes with me...
The best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, CSSN, WOW
Your Trusted Advisor For Life
347-466-3047


One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

Trash Your Mail!

Dear Friends,

Do you Trash Your Mail?

If you are seriously interested in having your direct mail read try this simple and effective technique.

What is "trashed" mail you ask?

Trashed mail is a handwritten note, greeting, salutation or message of regards on a business form letter, postcard or newsletter that is used in any direct mail client data base marketing effort.

In simple terms it's taking the time to write a few words of greeting to your close personal friends, family, best clients, advocates and raving fans on your preprinted form mail.

It personalizes direct business mail.

If you use direst mail for any type of Data Base Marketing trashing the mail is as simple as this.

By example let's say you are sending out 300 pieces of direct mail every month.

Select the people you feel are special like close friends, family, ongoing business associates, neighbors, customers and clients.

Write a few words like:
Hi Bob, how's golf?
Hello Alan, how's the family?
Steve, thanks for the help last week.
Hi Bill and Amy, how's the new home?
Hi Ed, I learned a lot from your session, Thanks!
Hello Jim and Maria, how are the twins doing in college?

Hand write on the bottom of the letter, or in the margin of the postcard. Use a different color ink. If your handwriting is lousy, all the better. Be personal and brief.

You get the point.
First, it's personal. Relationships are everything in a referral based business.
Second, it shows that you are paying attention.
Third, it makes people feel special.

That's how you get your mail read.

We know it's a form letter or postcard or newsletter.
Remember, it's not what you do it's how you do it.

There is nothing more unequal that treating unequal people equally.

Your close relationships are not all the same even if your mail is.

Thanks for spending 3 minutes with me...
The best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, CSSN, WOW
Your Trusted Advisor For Life
347-466-3047


One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

It takes 99% of your time to be average...

It takes only 1% of your time to be remarkable!

Dear Friends,

We are all in the same business of creating and keeping customers, as any experienced, intelligent and successful professional will tell you the best way to do this is by referrals and introdustions.

At recent training seminar, I asked the group attending:
"What would compel someone to tell another about what you do?"
There were many different answers given.

Then someone blurted out "Being Remarkable"

My next question to my audience was:
"What makes some people and businesses Remarkable and others not?"

There was silence in the room....

You may now begin to understand what it is to be Remarkable.

A level of service or feeling about someone or something that compels you to tell others about the experience.

It's all about being remarkable.

You do not have to be perfect.
You do not have to know everything.
You do not have to be the best in your field.

But you do have to be remarkable.

Remarkable means simply, to be remarked about.

I recognize that we are all in different businesses with a common purpose: to create and keep customers.

I guess in some fashion we are all in the story telling business.
What stories are people saying about you right at this moment?

Being remarkable isn't as difficult as you may think.

Here's what it looks like to me. Your experiences will be different and personal to you.

For me it's:

Captain Merrill Miller http://www.captainmerrill.com/ a US Coast Guard licensed 100 ton Master Captain with over 30 years of experience. Who helped me pilot my “new” boat a few years ago from NY Yacht Club to Tottenville Marina in Staten Island. Most hired captains are kind of tuff to deal with but Captain Miller was a joy. He not only helped pilot my boat but gave me hands on instruction and advice. My dad was suppose to take the trip with us but couldn't. Captain Miller saw that my dad was kind of bummed about this and offered to take my dad and I out together the following week for free. Every time I see Captain Miller he always remembers my name, the name of my boats, and asks how my dad is doing. All that after only interacting with him twice. He's remarkable.


It's my Aunt Gin, who was 86 years old and always sent a written thank you after a visit, a gift for her birthday, or just a thank you for taking her out to dinner. She always sent a thank you card. She was remarkable.

It's the parts department at Lockwood Boat Works in South Amboy, NJ who always seem to know exactly what part you need. Bring them in an old rusted part that looks like a rock, and they will go in the storeroom and bring you out a shinny new version of the part. If they have to order a part and say is going to be in Wednesday at 1pm. The call you Wednesday at 1pm to let you know the part is in. They have given me parts to try out before even paying for them. They're remarkable.

It's Dr Frank Scafuri, who calls every patient they see the next day to check how they're feeling. The doctor that works on you is the doctor that calls. That's remarkable.

It's my Personal Coach, who will always repeat back to me whatever I said to him, which tells me how well he listens and how well he understands my concern. I've know him for 10 years. We talk on the phone once a month or so and yet he can pick up right where we left off as if it were yesterday. He's remarkable.

It’s the owners of the Mama Mia Italian Restaurant in Hollywood, FL http://www.miagrill.com/ who never fail to greet you with a warm smile, visit you at your table to make sure everything is okay, and shake hands and give a genuine thank you when you leave. They are remarkable.

So, whether it's professional service or product or the behavior of a friend or family member, your relationship is elevated, revered, recognized, acknowledged and appreciated when it's remarkable.

It takes 99% of your time to be average and 1% of your time to be remarkable.

You don't have to be perfect.
You don't have to be great.
You don't have to be always right.

If you want to uniquely differentiate yourself, if you want to be better ...you must be remarkable.

When is now a good time to start being Remarkable?

Thanks for spending 3 minutes with me.....
The best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, CSSN, WOW
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

http://www.yourprofessionaldevelopment.com/
Certified Negotiation Expert (CNE) Designation & Training
Certified Short Sale Negotiator (CSSN) Designation & Training

The Basis Of All Referrals Is Friendship: Send Out the Personal Touch

Dear Friend,

I was thinking about you teaching my real estate class. About all the hard work it has taken you to get to the point that you are at now. About all the things you know now that these soon to be Realtors have yet to learn. So after all your hard work, I'm going to share with you the simplest of all strategies, yet one what seems to be a secret to most, but is now no longer a secret to you, the basis of all referrals is friendship.

See you soon,

On Your Team

Jeff Stanton

Here's today's 3 Minute Tip:

Personal Note Cards:
Send Out the Personal Touch

The business professional with the most friends WINS! Period. The formula for success is that simple.

The power to attract people is what gauges success. The more people consider you a friend and a business professional, the greater your potential for success. Your existing client base, if managed properly, can become your most treasured outside sales force for referrals, the champions of your cause.

Your style of marketing to these people will profoundly impact their impression of you.

I firmly advise implementing a personalized, hand−written note campaign. It's quite simple: Two cards a day and 10 a week equal 520 notes per year. That's 520 subtle yet powerful marketing opportunities for a very small investment on your part.

It's important that these personalized cards don't mention anything about your business, nor should they contain a business card. Never send them in an envelope with your company name and logo. You wouldn't send your mother or cousin holiday greetings with your business card or company logo. Likewise, if your goal is to create a multitude of friendships, then why jeopardize them by sending business information to a prospective client?

Here's the drill:
Purchase several boxes of blank, inexpensive note cards. Place two blank cards on your desk every morning. Sometime throughout the day, perhaps at lunch, during a break or while on hold for a business phone call, grab a card and write that personalized note to someone in your database. You'll find it most helpful to have your database open when you are ready to draft that note. You might write, for example:

Hi Steve,
I've been thinking about you. Did you catch that Dodger game last night? It went into the 11th inning. Sure was exciting! I hope that you and your son are both doing well. Perhaps we can all go to a ball game sometime this summer and enjoy each other's company. Let me know if that would work for you.
Sincerely,
Jeff Stanton

That note doesn't say "business," it says "friend." Remember, two cards a day and 10 a week equal 520 a year. Ask yourself this: If you reached out 520 times a year to people you know with a friendly note, how many more transactions would be referred to you as a result?

Thanks for spending 3 minutes with me...
The best is yet to be!

On Your Team
Jeffrey Stanton
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

http://www.YourProfessionalDevelopment.com
Coaching - Training - Consulting - Certified Negotiation Expert Designation

Mt.Everest & Real Estate: Tips for a successful summit attempt

Dear Friends,

Many of you know me very well, either from meeting me in person or from reading www.JeffreysJournal.com and you may know that one of my greatest aspirations in life is to climb Mt. Everest. One of my heroes in the climbing and mountaineering worlds is Ed Viesturs.

What you may not yet know is what climbing Mt. Everest and Ed Viestures have to do with real estate, referrals, or business.

Read on and learn

Ed Viesturs: Motivational Speaker
SEEKING THE HIGHEST PLACES: The Quest to Climb the World's Greatest Mountains

Ed Viesturs is widely regarded as this country's foremost high-altitude mountaineer, and one of the all-time "greats" in the world of mountaineering. Familiar to many from the 1996 IMAX Everest Expedition documentary, Ed was awarded the historic Lowell Thomas Award by the Explorer's Club in 2002, for outstanding achievement in the field of mountaineering, along with such notables as Sir Edmund Hillary. Ed has successfully summited all of the world's fourteen 8000 meter peaks without supplemental oxygen. He is one of only a handful of climbers in history (and the only American) to accomplish this.

SEEKING THE HIGHEST PLACES is the inspirational account of Ed's fourteen year pursuit of all the world's peaks above 8000 meters, a goal nearing its culmination. In a presentation tailored to fit the particular concerns of his many and varied corporate audiences, Ed uses spectacular photographs from his 16 years of expedition climbing as breath-taking illustration for his compelling story.

Ed makes a clear and dramatic connection for his audiences between commitment to integrity and superlative achievement. Totally committed to the integrity of his approach to his goals, Ed has elected to forgo using supplemental oxygen on his climbs, making an already extremely difficult endeavor almost beyond human possibility. He does this not to prove anything "macho" or vainglorious, but just the opposite: to climb without oxygen is a direct, often humbling encounter with the true reality of these mountains. "I want to climb the mountain under its own terms," he states. "How I climb a mountain is more important to me than getting to the summit at all costs."

In addition, Ed's fourteen-year quest has encompassed many astounding successes within it, each of which would be the pinnacle of life-time accomplishment for most adventurers. But Ed shares a broader, bigger view of life and of success, with uncommon messages of focus, passion, desire, and patience. These messages, together with Ed's friendly, gently humorous style, make Seeking the Highest Places a deeply inspiring, unforgettable presentation for everyone lucky enough to experience it.

Now that you know who Ed Viesturs is here is his tips for successful summit attempts:

• Set Your Own Goals

Do not be content with normative success. Set a higher standard for yourself and discover your own profound resources of patience, passion, and focus.

• Team Success is Individual Success

Not everyone stands on the summit, but the best, most successful teams reap tremendous personal satisfaction for each team member when the team as a whole succeeds.

• Planning is the Key to Achievement

To fail because of lack of preparation is a huge waste of time, energy, money and talent. Never jeopardize your success by failing to make a comprehensive plan.

• Integrity of Approach is Paramount

How you achieve your goal can be more important than what you achieve. Instead of reducing your goal to make it "manageable" be willing to struggle with the real, objective difficulties in your path, and reveal the best that is in you.

Now you, like me know how one of the worlds greatest climbers achieves his goals and the goals of his team.

These tips can be applied to any aspect of your life... Including your professional Real Estate Life.

I leave you with this question ....

When is now a good time to reach your own personal summit?

Thanks for spending 3 minutes with me...
The best is yet to be!

On Your Team
Jeffrey Stanton
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

The Four Factors Critically Important to Customers?

Dear Friends,

As part of my coaching and consulting services at www.YourProfessionalDevelopment.com we implement Customer Surveys.

When reviewing theses Customer surveys with my coaching/consulting clients we noticed that they come up with some interesting findings.

If I were to break down the findings of the customer surveys I've reviewed over the past several years they would begin to reveal a pattern. Certain commonalities appear regardless of the industry, product, or service provided.

Although the words used to describe each factor would be a bit different, the feelings behind them would find themselves in four separate and distinct categories.

These are the 4 factors customers care about. This is what's important to them.

In a previous 3 Minute Referral Tip I shared with you the relationship between your Core Service and your Customer Service. Your ability to distinguish between your Core
Service, "what customers see" and your Customer Service, "what customers feel" will open your service delivery to both managing your product and managing the customer's perception.

Both matter!

Your repeat and referral business is the focus on customer service. Your AfterUnit marketing efforts will not produce results in the absence of quality.

So, what do customers really want when it applies to how they want to be treated?

Here are the four primary factors that are critically important to your customers.

Care and Concern

At the top of the list. How do you convey Care and Concern? I'll give you a clue. It's not because
you say you are. It's behaved. It has to be witnessed by the customer. Just as your intentions will not get you out of problems you behaved into, your ability to be reliable, responsive, attentive, empathic, patient, understanding, will be observed by the customer and evaluated to be Caring and Concerned.

Spontaneity

Where did this come from you ask? The ability of a service provider to be flexible and the skill to find a solution that may be outside the normal procedures gives the customer a personalized answer to their personal situation. Customers love this. When a problem comes up that doesn't fit the Standard Operating Procedure book a service provider that has the ability to quickly think and react at their own discretion on the customer's behalf is greatly valued and often referred.

Problem Solving

This may appear to be a "no-brainer" because everyone should know how to execute a solution to a customers specific problem. Whether it's an expertly filed brief, an accurate tax return, a 100% completed 1003 or a properly filled out purchase agreement, depending on your industry,
we all should know the how to. The real skill in problem solving lies in the preparation or diagnosis of a customer's situation. It's knowing what questions to ask that reveal the entire picture. It's not rushing to a solution or sale, it's the effort in listening and understanding the customer's needs and objectives.

Recovery

This may surprise you. It is a very important and a reoccurring concern from the customer's point of view. If something goes wrong, as it often does, will anyone make a special effort to make it right? Will someone go out of his or her way to make amends to the customer?
This is a big one! In our business we used to play "Find the Disgruntled Customer." It was our behavior to call our customer throughout their transaction and after the closing to make sure they were comfortable with the service they were receiving, and after the closing of the home they just bought and moved into. If something was wrong, we wanted to be the ones that
found out. In our world whoever called first won.

We went looking for problems. Ninety five times out of one hundred our customers were delighted and when we found a problem we jumped on it to solve it. Our service reputation was created in a large part by this one single behavior.

The 4 factors critically important to customers...
Care and concern
Spontaneity
Problem Solving
Recovery

I suspect there's nothing really new here, but it does capsulize the 4 areas that customers find important.

As a consumer we know how important they are. On the surface they look different from one another but in actuality there is a common thread.

They are all personal and require the ability to see things from the Other Person's Point of View and the skill to manage the customer's perception.

The more you manage perception, the more you can exceed expectations, and the more referrals you'll get.

Referrals are all about relationships. In any relationship the ability to see things from the other persons perceptive is a common critical factor in its survival.

The longer a referral relationship exists and grows, the better your business referrals becomes.

Thanks for spending 3 minutes with me...
The best is yet to be!

On Your Team
Jeffrey Scott Stanton ITI, CLC, CNE, WOW
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

Why some people have great referral businesses and others don't even in today's market where all news is not good news.

Dear Friends,

If you have ever wondered why some people have great referral businesses and others don't then keep reading.

First, let's be sure we have a common understanding on one thing.

What is a Referral?

A referral is a business opportunity initiated by a third party.

It's not just a lead.
It's not just a prospect.
It's not just a customer.
It's not just a client.

It's a business opportunity that involves three parties: you, the referral and the referrer.

Seen as a business opportunity, a referral is an action that will repeat itself if you understand why people refer.

People refer because they know what you do and how you help others.

People refer because of how they feel they were treated and the likelihood those they refer will be treated the same way.

So, let's go back to our initial question. Why do some people have great referral businesses and others don't?

Buckle up. Here's one of the secrets.


EXCEPTIONAL FOLLOW-UP!

How often is it left up to the customer to follow-up or call back?

As a customer yourself, do you ever have to call your service provider over and over when you're wondering what's going on?

Do you refer that person? Probably not.

As a Mortgage Lender, Realtor, Financial Planner, Lawyer, Insurance Agent, or just about any business person, has your customer ever called you to ask "if you got the papers, how the open house went, if you heard anything yet, have I been approved?"

You might respond by saying "I would have called, but there's nothing new" or "I was thinking of giving you a call."

Here's a simple rule:

Whoever calls first wins.

If you call your customer first you win.
If your customer calls you first you lose.

We know it's not a game. When people do business with us they have given us an opportunity. If they like what they experience they'll do it again and tell others.

Remember, a satisfied customer will likely tell only one other person so it's our job to learn how to leverage their advocacy.

Your reputation determines your referrals.

What is your reputation?

What do customers really want from you?

What are the behaviors that evoke in a customer a compelling desire to want to refer you to their friends or family or co-workers?

Your empathic ability to anticipate your customer's needs illustrate that you are paying attention. That's right, paying attention.

In a world that is hurried and over-scheduled, where everyone is on to the next new thing, simply paying attention is the exception. It can uniquely differentiate you from others. In our businesses we all pretty much do the same thing, have the same programs, show the same houses, offer the same marketing media, have access to the same information.

It's not just WHAT you do. It's HOW you do it.

By definition, "ATTENTION" means the act of keeping one's mind closely on something, mental readiness, care or consideration, courtesy, thoughtful consideration for others.

I don't have to go any further, you get it.

All the things customers want. All the reasons that make someone referable. Are you referable?

When I review customer surveys, and having read thousands, here's what customers say over and over:

"she was always there for us, she anticipated our concerns"

"he made us feel like we were his only client"

"they were all so attentive and respectful of our situation"

"kept us informed every step of the way"

"sincere personal attention, courteous and understanding"

"my time is important, his prompt attention to detail was great"


Paying attention is the foundation of exceptional follow-up. It is the behavior that speaks volumes to the customer.

Here's an example:

In the normal course of business when you send a fax or regular mail, call the person you sent it to and say, "I just wanted to make sure you got the information I sent you. If you have any questions let me know."

If you were to receive a fax and the sender calls you to make sure you got what was sent, and was available to answer any questions, what does that simple follow-up call say to you about their service?

Reliable, responsive, attentive? Absolutely!

Now, let's keep it in this context.

Exceptional follow-up involves the ability to anticipate your customers' need, questions, concerns, issues, uncertainties and their desire to be kept informed during a business opportunity and, to some degree, after as well.

You may be thinking this isn't a big secret. You're right, but, if it isn't a secret, than why is it so rare?

I heard it said that "progress is man's ability to complicate the simple things."

Keep it simple.
Pay attention.
Follow-up.

So, why do some people have great referral businesses and others don't?

They do it real well and others don't.

Remember: EXCEPTIONAL FOLLOW-UP

Thanks for spending 3 minutes with me.....
The best is yet to be!

On Your Team
Jeffrey Stanton
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

http://www.YourProfessionalDevelopment.com
Coaching - Training - Consulting - Certified Negotiation Expert Designation

8 Tips That Will Make You A Great Listener...

Dear Friends,

How important is it to be a great listener?

All of these qualities and many more begin with LISTENING.

• understanding
• acknowledging
• recognizing
• problem solving
• customizing
• adapting
• responding
• influencing
• building rapport
• feeling special
• respecting
• feeling safe
• trusting

How well do you listen?

There are many issues over our sometimes inability to really listen.

First, the average person speaks at about 150 words per minute, yet we have the capacity to think at 600 words per minute.

So, when you catch yourself thinking about what you're going to say when the other person finishes instead of listening, relax, It's completely normal.

It's in our physiology.

There is however a few simple things we can do to improve our concentration on what the other person is saying.

This will help you to become an active listener.

We have all been in situations where we knew the other person understood us, what we were feeling, what we really wanted and maybe couldn't articulate it well, but yet we knew they knew what we meant.

Was it because the other person was a great listener or did they share a similar experience and could relate empathically?

In context, what is important to the other person can only be as important to you as the other person is to you.

In plain language, if you don't like the other person you won't really care about their problem.

You'll go through the motions and maybe slide by and even get their business...once.

Building a solid referral business is about relationships and solid relationships are about listening.

You know when people aren't really listening to you don't you?

They're eyes are looking past you or to the side at other things.
They seem unfocused on what you're saying.
They respond to your issue from a script.
They want their position known more than wanting yours to be understood.
They may even have that glazed look like they're someplace else.

How can you show someone that you're listening, really paying attention, and encourage them to tell you more?

To become an active listener is easy with a few simple tips.

1. Use your body language to show interest.
Lean fowarward, make good eye contact and simply pay attention

2. Ask questions that relate to what they're saying.

3. If they're explaining a problem or situation, repeat back, (paraphrase) what they said to ensure understanding. (i.e. "Let me make sure I understand what you said"...or "What I just heard you say was....")

4. Over the phone, vocally acknowledge with a "uh-huh," "yes," or "mmm," every 15-20 seconds so that they know you're listening. If you hear them say "Are you still there?" you were too quiet.

5. In person, take notes. This will slow the conversation and evidence your attention.

6. Don't interrupt.

7. Don't clip the end of their sentences

8. Acknowledge what they said before changing direction in the conversation.

These simple exercises will demonstrate that you are an active listener.
It just takes a little practice.

Often we may hear the same problem over and over but from different clients. If you've been in the business for any longer than a couple years, you think you've heard it all.

It's important to remember that each client's situation is brand spanking new to them and to give them the space and emotional environment to express their needs and wants.


Here's what you want your clients to think to themselves or say to one another after speaking with you:

"He knows what I want and what I don't want"
"She knows what's important to me and why"
"I'm finally understood. He gets it"
"I feel he can get us where we want to be"


In today's fast paced, high speed, what's next world giving someone the gift of your undivided attention and really listening is so powerful.

You may want to remember it this way: ATT

Attention + Time = Trust

Now repeat back what you've read in this "3 Minute Referral Tip" - practice starts now!

REMEMBER: Your customers are always under pressure to move their business elsewhere.

Thanks for spending 3 minutes with me.....
The best is yet to be!

On Your Team
Jeffrey Stanton
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

How do you integrate these 2 new MindShifts, CUSTOMER PERCEPTION and ENTREPRENEURIAL PERCEPTION, into your daily activities?

Dear Friends,

For the past few weeks we've been addressing this question.
What are the 3 commonalities found in those individuals who possess an effective referral based business?

Some people just think differently than others. Choosing the right thoughts and really understanding the power of your thoughts and words is critical.

This week we'll speak to the 3rd MindShift: ACTIVITY FOCUS.

A brief recap:

In the past 15 years I have observed 3 commonalities in thinking or MindShifts shared by those who possess an effective referral business.

Those who possess these commonalities or paradigms often don't even know they have them. But they do. They think differently.
They have an effective referral business that transcends geography, market cycles and time.

They remain at the top of their industry for years. They arenot only more productive, they are happier. They get it.

Business wasn't supposed to rob people of their lives, it was upposed to add meaning.

They think different.

"If you want relatively minor change in your life, focus on changing your behavior or attitude, but if you want quantum significant change, focus on your paradigms."

Focus on how you think.

In this weeks "3 Minute Referral Tip" I will share with you the 3rd Paradigm shift that will effect a quantum increase in your referral business. It's a little "Zen" so you'll have to look carefully or you'll miss the essence.

As I have said before, the subtleties within each of these 3 paradigms often cause the learner to miss the dramatic impact.

It took me years before I saw commonalities in those who I trained and worked with. Then one day I was asked at a seminar "What do those who have an effective referral based
business have in common?'

Boom, it hit! Instantly I came to the realization that they share 3 qualities, commonalities, paradigms, mindshifts. It was like a blinding flash of the obvious.

How could I have not seen it? How did I miss this?

Apparently, I was more focused on what people were doing in common, than HOW they think in common.

For now I want you to embrace the power of your thinking.
Please understand that this has little to do with intelligence or IQ and has more to do with conscious choice and selection.

Here they are:
1. Customer Perception

They manage customer perception as the only reality.
They realize that what uniquely differentiates them from other competitors isn't what they do but rather what others think they do.

2. Entrepreneurial Perception

They see themselves differently as entrepreneurial, or managers of a huge sales organization, and see others not as clients, customers, friends, neighbors, co-workers, family, or business associates, but as "part-time salespeople" who advocate for them.

3. Activity Focus

They focus on the activity not the outcome. They continually develop and implement the activities that, when done superbly, will greatly improve their referral business within the context of their Deeds, Dialog and Database.

Back to the original question:

How do you integrate these 2 new Paradigms, CUSTOMER PERCEPTION and ENTREPRENEURIAL PERCEPTION, into your daily activities?

Develop and implement a SYSTEM.

We all live in systems. Some we created, most we participate in.
Political
Social
Economical
Environmental
Religious
Cultural
Legal

Systems bring us security, they bring order to our lives. We all have general routine systems that we may not be aware of how much comfort and order they bring us.

Do you sleep on the same side of the bed every night?

Get up about the same time every morning?

Have about the same morning routine every day, regardless of the day or the season?

Maybe you have a routine system for weekdays that differs from weekends.

Do you have a routine? This is a system!
Imagine tomorrow you wake up on the wrong side of the bed, get up at a completely different time. Your morning routine of having a cup of coffee, reading JeffreysJournal.com, exercising, or watching the weather is gone. Something new and unexpected is happening.
And you're not even on vacation.

How do you feel? Unsettled? A little off? Out of step? Yes, because your system was changed. Systems bring us a pattern of security.
That's my point.

In training we segment our activities into the 3 broad areas of our system of "The 3 D's." Deeds, dialog and database.

What do those who have an effective referral business have in common?

The real value of the 3rd Referral MindShift is not what they do. It is found in how they think about what they do.

Here it is:
They focus on the activity, not the outcome.
Their priorities are their chosen activities.
Their time management is priority management.
They have a system.
They don't let things get in the way of performing their activities.
They have priorities.
That's it!

Those who have an effective referral business perform activities without being attached to the outcome. They don't stop their direct mailing because they didn't get a call this month.

They don't not follow up with a written thank you note because they got busy or because they know they didn't get the client anyway.

They don't not add new people to their database because the market has changed. They focus on what they are doing.

They don't worry if this will work, or that will work.

They designed a system that works and they work the system.

They don't need faith or hope. They have experience that if they perform certain activities superbly well it will have a great impact on their referral business. They focus on the activity,
not the outcome.

They know that not everyone will be their client, but everyone can be their advocate and they treat everyone with that mindset.

How many of you remember the NFL Playoffs with the Dallas Cowboys last year? In the final seconds Dallas had a chance to win. All they had to do is score with a game winning field goal.

The ball was snapped to Tony Roma, the Dallas QB. He fumbled the snap, looking up at the goal posts rather than focusing on the ball causing the field goal kicker to miss the ball, miss the field goal, and lose the game.

Was he focused on the activity or the outcome?

The 3rd Paradigm or Commonality shared by those who have an effective referral business is Activity Focus.

Think about how not being attached to any outcome frees you and those around you....think about it.

Thanks for spending 3 minutes with me...
The best is yet to be!

On Your Team
Jeffrey Stanton
Your Trusted Advisor For Life

One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

Congratulations! You are the Owner/Manager of a 250 person part-time sales force.

Dear Friends,

Congratulations! You are the Owner/Manager of a 250 person part-time sales force.

Wouldn't that be nice?
That would solve all of your problems. You could buy the new home, get the fancy car, pay for your children's college tuition, take a vacation to Paris for a couple of weeks, even buy
that home you were looking at on the beach.

All of this and more is yours if only it were true.

It is true! It's all a matter of perception.

Last week I shared with you the basics of the 1st Mind Shift:
Customer Perception as the first commonalty in thinking of those who have an effective and successful referral business.

Those who have a successful referral business think differently.

This week we will talk about the 2nd MindShift:
Entrepreneurial Perception.

There are three roles within any business.
1. Entrepreneurial/Owner
2. Manager
3. Sales

Where do you see yourself?
As a salesperson how many people are on your team?
Do you work alone?

You might be thinking "no one is going to sell for me, I have to do it all by myself."

Of course there are others in your company that support you either as manager, or owner, or support staff, but "no one is going to create a sale for me but me. It is up to me." If it is going to be done it's up to me."

Sound quietly familiar? That's not the only role you play. Here, look at it this way.

At home you may be the CEO, COO, CFO, and the chief cook and bottle washer. You may schedule the family vacations, the family budget, the family finances, and still find the time to help the kids with their homework and cook dinner.

The point is, we act in many roles within our personal lives and within our business lives as well. If you are a salesperson, you will find yourself in the "salesperson" role in the company hierarchy.

That's not your only role in YOUR business.

Here Is How It Works.

Those who have an effective referral business see themselves as the Owner/Manager of a huge part-time sales force and see others in the sales role. They see themselves as the Entrepreneurs and Managers.

Let me ask it this way.

How many people know you, know what you do, like you, trust you, and might say to someone they know if the opportunity arose, "If you're going to...buy a house, need an attorney, use a home inspector, get a mortgage, buy insurance, invest in the stock market, etc. call Bob Smith he's my nephew, friend, Realtor, Lender, Attorney, etc?

How many people know of you in any of the relationships you live in, or what I call, "neighborhoods?"

These are some of your "neighborhoods" today: family (nuclear/ extended, friends, neighbors, customers, clients, professionals and support staff, alumni, classmates, colleagues, associates, former managers, supervisors, instructors, co-workers, business groups, sports/recreation, children's friends, social organizations, church members, mentors, people you have helped, people who have helped you, people you do business with, wedding guest list, everyone in your family address book, people you do business with, people you give your business to...and the list goes on.

These are the new "neighborhoods" we live in. It's not territorial like it was in the old days.

People know you through the many roles and relationships you play in your life. When my aunt says to her neighbor "Go see my nephew Jeffrey, he'll help you" she is acting like a salesperson
for me.

Yes, she's my aunt but in those brief 11 seconds she is ADVOCATING for me to her neighbor. The word ADVOCATE is defined as "to speak publicly for."

Isn't that the same definition as a salesperson? My aunt doesn't know she is selling for me, but she is. It's a "blind" group. I don't have to sell my aunt, I just keep her informed as to what I do and how I help others.

That's the point.

The 2nd MindShift, shared by those who have an effective referral business, is all about seeing those in their lives as "part-time salespeople."

Keep everyone you know, and who knows you, informed as to what you do and how you help others and you ignite the potential opportunities that might otherwise not exist.

Imagine if everyone who you knew referred one person each year to you. How would business be? Unbelievable?

The subtle and impactful shift of thinking of yourself as the Owner/Entrepreneur of a huge part-time sales force comprised of everyone who knows you, knows what you do, how you help others, likes you, trusts you, is by itself the most significant MindShift you can embrace.

You do not have to look far. It is right under your feet. You already own it.

I believe this quote best defines many salespeople who look to some new advertising to attract new customers to their business...
"Standing on a whale, fishing for minnows."

It is a matter of perception.

MindShift #2. Say It out loud...

I am the Owner/Manager of a (your number) part-time sales force and I'm trying to start acting like the great Owner/Manager I can be.

Congratulations! You are the Owner/Manager of a 250 person part-time sales force.
Now go be the great owner you know you can be.

Thanks for spending 3 minutes with me...
The best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, WOW
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

http://www.YourProfessionalDevelopment.com
Certified Negotiation Expert (CNE) Designation - Training - Coaching - Consulting

What uniquely differentiates you from your competitors in ways that benefit the customer?

Dear Friends,

What uniquely differentiates you from your competitors in ways that benefit the customer?

How you answer this question will reveal how you think.

How you think will precede what you do.
What you do will determine your referral business.
Your referral business will be a result of how you think!

Before I continue I need to explain the foundation of what I call a Referral Mindset.
If you have ever attended one of my workshops you have heard me speak of the 3 Commonalities/Patterns or Mindshifts that are found in those individuals who have an effective referral based business.

This week I'll go into a little more detail on one of the Commonalities - CUSTOMER PERCEPTION.

Here is a quick over view of what those who have an effective referral business have in common.

1. Customer Perception
They manage customer perception as the only reality. They realize that what uniquely differentiates them from other competitors in ways that benefit the customer isn't what they do but rather what others think and feel they do.

2. Entrepreneurial Perception
They see themselves differently as entrepreneurial, or as managers of a huge sales organization, and see others, not as clients, customers, friends, neighbors, co-workers, family, and business associates, but as "part-time sales people" who advocate for them. It is not what you do, it is to whom you do it!

3. Activity Focus
They focus on the activities, not the outcome. They continually develop and implement the activities that when done superbly well will greatly improve their referral business within the context of their Deeds, Dialog, and Database.

Now, lets get back to the original question...

What uniquely differentiates you from your competitors in ways that benefit the customer?

Okay, what was your first or second response? Don't over engineer it. Just say out loud what you thought. Now write it down.

In the past 17 years that I have asked this question, of professionals in a variety of industries, here's what I've heard.
I'm experienced
I'm knowledgeable
I'm hard working
I'm customer focused
I'm sensitive to the needs of others
I speak four languages
I know the market better than anyone
I know how to establish a rapport
I went to the best law school
I have all the best designations
I've been doing this for 30 years
I'm caring and attentive
I specialize
I listen well
I work 7 days a week
I'm always available
I do what I say I'm going to do
I'm in the top 5% of my industry
I sell more than anyone else in my town
I have a sense of humor
I'm patient
I'm just real good at what I do

All good responses. Did you find yours there?
We tend to focus on what we do well as what uniquely differentiates us from our competitors. We think it makes us unique and separates us from our competitors.

But not for those who have an effective referral business. They tend to answer this question in the most unusual way.

When asked "What uniquely differentials you from your competitors in ways that benefit the customer?" they respond:

"NOTHING uniquely differentiates me from my competitors EXCEPT what others think of me."

"It is not what I do, it's what others think and feel I do. It's how they see me. Customer perception is the only reality and I choose what I do to help shape that perception."

"Nothing, read this word carefully, NO THING makes me different. It's not about the things you do, but about how the things you do effect people's perceptions of you."

Of course those who have successful referral businesses possess the qualities and virtues listed above but they also recognize that others in their field possess them as well...and therefore they are not unique.

Think of it this way.
If you are a Realtor...
You can show the same homes as a competitor
You have access to the same lenders
You can use the same attorney
You can use the same title insurance companies
You can use the same home inspectors
You have business cards, your competitors do too
When you list a home you put it in MLS, they do too
You put a "for sale" sign on the property, they do too
You advertise in the newspaper, so do they
You advertise in Harmon homes, so do they
You have a great web page, so do they
You're nice, so are they
You're knowledgeable, so are they
You speak 4 languages, so does someone else

You get the point - parity is the rule!

In all fairness, I could probably find a number of good, competent, qualified people just like you, who might even provide the same service for less. You may not like that but it's true.

This is a bitter pill to swallow, and the more experience you have the harder it is to accept and shift your thinking.

If you really look at what we do from a consumers perspective we all look like we do about the same thing.

If you are a lender you have about the same 30 year fixed rate loan as the next Fannie Mae lender down the street. It's not as if you have 4% and the rest of the world is at 6.5%.

If you are an attorney, home inspector, Realtor, lender, insurance agent, or investment advisor, it's not what you do that differentiates you from others, it's really what others think you do.

It's how they feel about you...and that my friends is the subtlety in the first and most important MindShift.

Those who have a successful and effective referral business understand the tremendous impact in their shift of thinking to "It's not what I do, it's what others think I do. Therefore I have to manage their perception on a daily basis as well as maintain the core competencies of my field."

Here's an example.
When you fax something to a client immediately follow-up and say something like this, even if you leave a voicemail message, "Hi Bob, I just wanted to make sure you got the fax I sent you. If you have any questions, let me know."

If you mail something to a client call and say something similar. We all know that faxes and mail sometimes get lost.

How would you feel if your attorney or accountant or doctor immediately and consistently followed up after sending you a fax or a piece of mail?

How would you describe their level of service based on a follow-up call after a fax or mail?
Attentive?
Great follow-up?
Concerned?
Reliable?
Caring?

Ahh..now you've got it!

It's not about the fax or the mail. It's about how you feel about the service provider's attention. It's special, it's different, it manages your perception of them.

It's NO THING!

The more you can manage their perception in a positive way, the more you'll invite a compelling advocacy and have a great referral business.

What uniquely differentiates you from your competitors in ways that benefit the consumer?

Nothing - except what others think about you. It's how they see you.

Of the 3 Commonalities shared by those who have an effective referral business the first is the subtle shift to focus your efforts to managing Customer Perception.

Managing Customer Perception is far greater than the linear tasks found in customer service. Customer service is more akin to your core service.

Managing customer perception is based on other people's point of view and requires a totally different mindset and strategy.

Thanks for spending 3 minutes with me.....

The best is yet to be!

On Your Team
Jeffrey Stanton ITI, CLC, CNE, WOW
Your Trusted Advisor For Life
347-466-3047

One of the fastest ways to build a successful business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com

http://www.YourProfessionalDevelopment.com
Certified Negotiation Expert (CNE) Designation - Training - Coaching - Consulting