|
Article Directory
|
+ Authors
+ Articles
|
|
|
|
How to Be in Charge (without Being a Jerk)
Copyright (c) 2009-2012 Judy Murdoch
Earlier this year, I was working at a sales training seminar and we were on the topic of handling customer objections.
A participant who owns a massage therapy practice was asking how to best address a prospective client who didn't want to follow his recommended course of treatment.
We then asked other audience members to share their experience. A couple people spoke up and their advice, however well-intended, felt off to me.
The advice focused on listening and negotiating with the prospect: finding a compromise position between what the prospective client was willing to do and what the massage therapist was prescribing.
I took the microphone back, and said, "You know what, you've been a massage therapist for years. You know what works and what doesn't work. You're the expert here and if you don't think what you're client is asking for is going to help, tell them that and stand firm on your recommendation."
It was uncomfortable to disagree with these other two professionals. They had a lot of experience in sales and marketing but in this case they were missing an important point:
# When you own a business and offer expert advice, you're the boss. You're the leader and customers are coming to you for your leadership.
=========================================
Isn't Saying "What I Say, Goes" Arrogant and Obnoxious?
=========================================
Well, yes, actually, that is pretty arrogant and obnoxious.
But that's not what I'm suggesting.
To explain let's look for a moment at what it means to own a business from a larger perspective.
A concept mentioned by all the great spiritual teachers is that of the "servant-leader." In Christianity the term "stewardship" is often used.
In more secular terms, the servant-leader means that the real authority is a higher power: something bigger and grander than ourselves: a greater good in the universe.
If you created your business as a means to make money and to make a positive difference, your position as a business owner is an interesting one.
In a sense your business is a vehicle to serve a greater good and you get to be a steward: entrusted to do the right thing.
Part of doing the right thing is serving your customers.
And if the value your business offers is based in your expertise, serving customers requires that you be an expert and stand in what you know as an expert.
=========================================
Drawing the Line Between Being an Expert in Service versus Being an Argumentative Jerk
=========================================
Ok so where do you draw the line between holding an expert position and being a blowhard?
This is where we check into our hearts and look at our motives.
Let's go back to the example of the massage therapist.
Let's say the massage therapist tells the client they need weekly sessions if they want help with their lower back pain.
The client says, "I'm really busy and I can't afford to come in every week, can't I get the same results if I come in a couple times this month?"
The massage therapist has years of training and experience. He knows that if the client doesn't follow his recommendation chances are good that the client won't get the relief he wants.
This is a situation when, as an expert and business owner, it's important to step into your role as a leader.
Your role is to check in with your expertise and heart for the best course of action to help your customers get the support they've come to you for.
The client may not like your recommendation and that's ok. They may even leave and go to a competitor.
It's painful to lose a customer but customers who can't or won't follow your guidance won't get the help they need anyway.
=========================================
Keys to Being a Non-Jerky Boss
=========================================
== Key #1 Give yourself a Break: You're Human! ==
No one does anything in business or otherwise because of a single motive. Maybe you're in business mostly because you want to make a difference but hey your ego likes being seen as an expert too.
Empathy for yourself is not a luxury, it's a necessity for having effective relationships with others... including clients.
== Key #2 Clarify, really why are you taking the position you're taking? ==
It's not easy taking a stand--especially if it's likely to be unpopular. Which is why it helps to stand solidly in what underlies your perspective.
I find it helpful to ask yourself, "What's my highest intention in this situation?"
In the case of the massage therapist, his highest intention isn't absence of pain for his patients although that is one outcome they get.
His highest intention is to help clients become more aware of their bodies so they can learn to prevent conditions that led to the pain to begin with.
== Key #3 Find empathy for others ==
In our culture, it's easy to mistake taking a position for being "right" and those who don't share our position as being "wrong."
And when we get attached to our "right way" of doing something we can sound critical and judgmental which leads to resistance and defensiveness in others and drives them away.
Remember, even if you don't agree with someone's reason it still feels true for them. There's a greater good in charge of outcomes-- you and I are just humble servants
== Key #4 Remember it isn't About Being Right; It's About Providing Leadership for Those Who Want What You Offer ==
This is probably the most important point to remember.
There are people, your "tribe" if you like that term, who care about the same things you care about and are seeking like-minded people with whom they can do business. These are the customers who resonate with your highest intention.
You're job is to stand strongly in your position for these customers so they can find you and feel supported by you.
This how you are in service as a business owner.
=========================================
Bottom Line
=========================================
When you own a business and offer expert advice, you're the boss. You're the leader and customers are coming to you for your leadership.
But just because you're in charge doesn't mean you have license to be a jerk.
Effective leadership means remembering you're in the position your in to serve a greater good: to support the customers who share your values and need the solutions your business offers.
Judy Murdoch helps small business owners create low-cost, effective marketing campaigns using word-of-mouth referrals, guerrilla marketing activities, and selected strategic alliances. To download a free copy of the workbook, "Where Does it Hurt? Marketing Solutions to the problems that Drive Your Customers Crazy!" go to http://www.judymurdoch.com/workbook.htm
You can contact Judy at 303-475-2015 or judy@judymurdoch.com
|
Follow "The Phantom Writers" on Twitter
(@phantomwriters)
to be notified when new articles are made available.
VOTE ON THIS ARTICLE
Needs Work >>
0 -
1 -
2 -
3 -
4 -
5
<< Excellent Article
Tell our authors what you think about their article.
|
Top-Level Category: Business Offline Articles || Related Categories: Business Online Articles
10 Most Recent Articles Written by Judy Murdoch
Blog Posts Versus Email - Which is Better for Marketing?
Written by: Judy Murdoch |
Distributed: 2010-11-04 |
Word Count: 932 |
Page Views: 918
Up until fairly recently, when you wanted to keep in touch
with customers and prospects, you used email to send
periodic messages to people who opted-in to receive your
mailings. People are suggesting that with the rise of
blogging, that the death knell of email is upon us. This
article will consider the demise of opt-in email as the best
way to communicate with your customers.
Is This Such A Thing As An Info Product in a Day?
Written by: Judy Murdoch |
Distributed: 2010-11-02 |
Word Count: 1028 |
Page Views: 802
There are lots of books and programs promising you that you
can "create a product in a day." You can create a product
that you can sell to customers in the time it takes to, say,
get your car washed, go to the post office, get through your
email, and fix dinner. How totally cool would that be?
Why Ker-chunk Needs to Proceed Ker-ching
Written by: Judy Murdoch |
Distributed: 2010-08-03 |
Word Count: 1010 |
Page Views: 835
This morning I was working with a client who was feeling
some frustration around defining the niche for their
business: "Why is picking a niche so hard?" my client
wanted to know.
Guerrilla Marketing: About Love Not War
Written by: Judy Murdoch |
Distributed: 2010-07-29 |
Word Count: 1061 |
Page Views: 1203
| Votes: 1 |
Rating: 4.00
"Guerrilla Marketing" is a term coined by Jay Conrad
Levinson in his 1984 book: Guerrilla Marketing: Secrets for
Making Big Profits for Your Small Business. The term is a
spin on "Guerrilla Warfare," war tactics used by small,
often indigenous armies fighting larger, better equipped
invaders.
Dealing with Uncertainty in Marketing
Written by: Judy Murdoch |
Distributed: 2010-07-27 |
Word Count: 929 |
Page Views: 882
So often a business owner will say to me that they "hate"
marketing. If you are a small business owner who "hates"
marketing or even feels a sense of uneasiness when you
contemplate marketing for your business, this article is
dedicated to you.
What Marketing Do You REALLY Need Right Now?
Written by: Judy Murdoch |
Distributed: 2010-04-22 |
Word Count: 1224 |
Page Views: 887
Many small business owners I talk to always seem to be
playing catch up when it comes to their marketing. Last week
when I told a small business owner that she was doing a good
job with her marketing, she replied "Oh, but I have so much
to do!" in an apologetic tone. Listening to her I felt sad.
I mean who the heck laid down these requirements that a
small business has to have so much in place so fast?
Keys to Attracting Win-Win Strategic Alliances
Written by: Judy Murdoch |
Distributed: 2010-04-20 |
Word Count: 908 |
Page Views: 958
The most potent marketing strategy for any small business
owner is not a great website, or lots of Facebook friends,
or a killer networking plan. The marketing strategy that
will get you faster and farther than anything else put
together is developing strategic alliances with other
businesses so you can promote each others products and
services.
How to Persuade Without Really Trying
Written by: Judy Murdoch |
Distributed: 2010-01-19 |
Word Count: 1170 |
Page Views: 782
| Votes: 1 |
Rating: 2.00
Recently, the owner of a consulting practice contacted me.
In the email, she said that she needed an easier, more
predictable way to find ideal prospects. She had already
tried a lot of different things but nothing worked. So we
set up a meeting so I could learn more about her situation
and whether I could help. In this article, I will share with
you what "I" learned...
How Numbers Matter in Marketing
Written by: Judy Murdoch |
Distributed: 2010-01-14 |
Word Count: 1388 |
Page Views: 685
| Votes: 2 |
Rating: 2.50
I typically write a lot more about the "human side of
marketing," because I think topics like trust, sincerity,
and emotions get overlooked in most marketing advice
discussions. And no matter how clever your copy and fail
safe your system, neglect trust building and you will have
to work twice as hard at your marketing for half the
results. But that doesn't mean you can ignore the numbers
side of marketing. In this article I talk about why numbers
are important and how to make them work in your marketing.
Why Marketing for Services Stinks (and How to Make Sure Yours Doesn't)
Written by: Judy Murdoch |
Distributed: 2010-01-12 |
Word Count: 1386 |
Page Views: 766
| Votes: 1 |
Rating: 1.00
One of the greatest challenges of doing business in a
"knowledge economy" is selling what is intangible. If you
are a coach, a consultant, an alternative health
practitioner, or any other business owner who is selling a
service, you know how difficult it is to come up with an
effective message that gets across why someone should hire
you...
All of Author's Articles on this site: Judy Murdoch Articles
Most Recent "Business Offline" Articles
How To Build a Strong and Powerful Business During a Recession
Written by: Trey McMartin |
Distributed: 2011-11-10 |
Word Count: 987 |
Page Views: 469
During a recession, most business owners pull the reins on
advertising budgets, fearful of what tomorrow might bring...
Those who remain fearful have forgotten what made them the
success they are today... They have forgotten that they have
a God-given talent to overcome the incredible obstacles in
their paths.
SEO Lessons from Local Businesses
Written by: Trey McMartin |
Distributed: 2011-11-09 |
Word Count: 945 |
Page Views: 871
More than once in the six years that I have been providing
SEO services for websites, I have had the opportunity to
discuss with individual business owners their search engine
optimization needs. Now and again, I run across an
individual business owner who is quick to say that SEO is
absolutely worthless. When confronted with such an absolute
statement, I like to press for details. It has been my
experience that people who speak in negative absolutes will
have a horror story to share.
Where Will FDA Target Next? What IVD Manufacturers Should Know Before Their Next FDA Audit
Written by: Norm Howe |
Distributed: 2011-09-12 |
Word Count: 706 |
Page Views: 354
Medical device manufacturers are always interested in knowing
what FDA's next area of focus will be. Well, if you're an In
Vitro Diagnostic manufacturer you might review your measurement
systems.
Online Fax - 10 Reasons To Get An Online Fax Service
Written by: Titus Hoskins |
Distributed: 2011-09-12 |
Word Count: 560 |
Page Views: 366
Online faxing is the new more modern way to fax. If you or your
company is not using an online fax service, here are 10 good
reasons why you should get it.
Best Effort Essential for the Job Interview
Written by: Barbara Wulf MS, ACC, CPCC |
Distributed: 2011-07-30 |
Word Count: 676 |
Page Views: 447
Interviewing will determine if you are the right person for the
job. These tips will help you make the job interview a success.
Go Green With Your Career Search
Written by: Barbara Wulf MS, ACC, CPCC |
Distributed: 2011-07-28 |
Word Count: 636 |
Page Views: 362
Many of the qualities of green living, like recycling and
sustainability, can apply to a career search, even if the
career is not directly associated with green industries.
ReCareer in the Second-half of Life
Written by: Barbara Wulf MS, ACC, CPCC |
Distributed: 2011-07-26 |
Word Count: 525 |
Page Views: 424
| Votes: 1 |
Rating: 3.00
Many of us worked the first half of our life to "fit" the
job description. ReCareering is about finding the right fit,
being selective, being creative, being fulfilled and being
intentional about how you spend your time.
Up in the Air
Written by: Barbara Wulf MS, ACC, CPCC |
Distributed: 2011-07-24 |
Word Count: 678 |
Page Views: 429
When looking for work or changing careers, go beyond researching
on the internet and reading articles. Find out how you can learn
from the art of listening and having a conversation.
Salon and Spa Owners: Which Monk Are You?
Written by: Dan Lok |
Distributed: 2011-07-05 |
Word Count: 477 |
Page Views: 465
Too many salon and spa owners are carrying around a lot
hurts, regrets, guilt, past failures and fears about the
future. But no one is forcing you to carry these emotional
rocks, so put that sack down!
The Single Most Profitable Day You Spend on Your Spa or Salon!
Written by: Dan Lok |
Distributed: 2011-06-30 |
Word Count: 470 |
Page Views: 570
Salon and spa owners need to combine their marketing plan
with marketing systems. A marketing calendar plans out
strategies for a year, and is instrumental to the success of
your spa or salon.
Most Viewed "Business Offline" Articles
How To Write A 300 Page Book In Four Months
Written by: Mark Silver |
Distributed: 2008-07-15 |
Word Count: 821 |
Page Views: 36741
| Votes: 6 |
Rating: 1.83
There's a lot of hoopla about becoming an author of your very
own business book. The promise of fame and fortune is very
alluring. Yet your book remains perpetually 'about to be'
written. Meanwhile your business has ground to a halt. Hmmm...
might there be a better way to get a book written?
The Best Marketing Book I've Ever Read (You'll Be Surprised)
Written by: Judy Murdoch |
Distributed: 2007-05-09 |
Word Count: 1522 |
Page Views: 33879
| Votes: 15 |
Rating: 3.60
From time to time someone asks me to recommend marketing books.
Here's one of my favorite marketing books that always surprises
people. Curious? Read on.
The Bizarre History Of The HOLLYWOOD Sign
Written by: Morris Timlen |
Distributed: 2008-11-05 |
Word Count: 1211 |
Page Views: 28592
| Votes: 22 |
Rating: 3.32
The most famous sign in the history of mankind is the one that
graces the side of the hill above Hollywood, California. As
famous a landmark as the Christ the Redeemer statue in Rio De
Janeiro, the Eiffel Tower in Paris France, the Great Pyramid of
Giza in Egypt, The Church of the Savior on Blood in Saint
Petersburg Russia, and the Statue Of Liberty in New York City,
the Hollywood sign is known around the world as the symbol of the
American movie industry.
What Does It Take To Be A Successful Salesman?
Written by: Casey Moher |
Distributed: 2008-08-05 |
Word Count: 930 |
Page Views: 16099
| Votes: 68 |
Rating: 3.16
In the course of my average workweek, I meet people who tell me
that they have no sales experience, and very literally, many
will tell me that they could not sell if their lives depended on
it. Do you fit into this mold? Do you seriously believe that you
can sell me on the idea that you cannot sell things?
Selecting Between a 401(k) And 403(b) For a Nonprofit
Written by: Daniel Lamaute |
Distributed: 2007-10-11 |
Word Count: 333 |
Page Views: 6845
| Votes: 17 |
Rating: 2.65
Newly released IRS regulations impose several new requirements
and fiduciary responsibilities on employers with 403(b) plans.
While the regulations generally don't take effect until January
1, 2009, there are some provisions that apply sooner.
Pitch A No-Hitter With Baseball-Themed Flower Gifts
Written by: Wesley Berry, AAF |
Distributed: 2007-12-25 |
Word Count: 413 |
Page Views: 6114
| Votes: 16 |
Rating: 1.94
Want to send a gift to the baseball fan in your life that's sure
to knock one out of the park? Send flowers with a baseball
theme! Everyone loves flowers and when you personalize them to
include the recipient's favorite hobbies, like baseball,
they're sure to make an even greater impression.
Never Write A 'Thank You' Letter Again
Written by: Perry Maisin |
Distributed: 2008-08-12 |
Word Count: 971 |
Page Views: 5874
| Votes: 17 |
Rating: 2.29
When I was in graduate school, I had a friend who interviewed at
fortune 500 companies and succeeded at landing a great job. One
day, I saw him sitting in the student union with a stack of
cards. The cards said 'thank you'. He opened each card and
signed his name. The inside of the card was blank. I asked him
what he was doing and he told me that it was important to send a
'thank you' to every person you interviewed with. He believed
that that was the difference between getting the job and being
passed over.
Conducting Effective Career Aspiration Discussions with Employees
Written by: Andria L. Corso |
Distributed: 2010-03-10 |
Word Count: 690 |
Page Views: 5333
| Votes: 8 |
Rating: 1.88
Enhance your talent management and development programs
through conducting career aspiration discussions with your
employees. Find out where they want to grow their career to
determine if it matches your business needs. This will
enable you to differentiate your employee development to
grow the future leaders of your company.
The Pros And Cons Of Postcard Marketing-direct marketing offline
Written by: Cheryl Miller |
Distributed: 2006-11-29 |
Word Count: 675 |
Page Views: 4003
| Votes: 5 |
Rating: 2.60
Postcard marketing is one of the oldest methods of marketing. Its
concept is simple but can be quite effective. It is just sending
out your message to your mailing list on a postcard. Postcard
marketing is a powerful and cost effective way to advertise and
will keep building in momentum when done correctly.
The Tea Room Business Plan – First Steps And Start Up Basics
Written by: Marcus Stout |
Distributed: 2007-03-22 |
Word Count: 1218 |
Page Views: 3706
| Votes: 19 |
Rating: 2.63
Every venture starts with the first steps and a business plan for
a quality tea room is no exception. Well thought out first steps,
properly implemented, will pay dividends in the business
operations of the tea room in later years.
Highest Ranked "Business Offline" Articles
Why Businesses Need Receivable Factoring In Cash Flow Management
Written by: Toby Seibert |
Distributed: 2007-08-08 |
Word Count: 866 |
Page Views: 1887
| Votes: 5 |
Rating: 4.60
In today's business environment, many businesses need to
fine-tune the process of getting paid on invoices, in order to
improve their cash on hand. Improving cash flow can be an ongoing
challenge for businesses of all sizes, and it is an issue that
must be addressed to ensure the long-term viability of the
business.
Whose Restaurant Can You Find Online?
Written by: Rudy Vener |
Distributed: 2007-07-09 |
Word Count: 640 |
Page Views: 1550
| Votes: 5 |
Rating: 4.40
What is so significant about Pizza Hut's latest TV commercial?
Business School for Non-Business Minds: Got a NAICS Number?
Written by: Melissa Mashtonio |
Distributed: 2008-04-15 |
Word Count: 423 |
Page Views: 1637
| Votes: 5 |
Rating: 4.40
I’m a journalist. I spent a lot of my career in the news
business. As my career has progressed, I’ve spent time at small
and large companies, and I have sat through dozens of business
meetings wondering what the heck the “money” people are talking
about. They used acronyms as if they were a foreign language.
The Problem With Swiping Sales Copy
Written by: Scott Bywater |
Distributed: 2009-12-03 |
Word Count: 480 |
Page Views: 1062
| Votes: 5 |
Rating: 4.40
This is what people miss when they try to simply "swipe"
sales copy from another advertisement.
Equal Opportunity Pizza Ordering
Written by: Rudy Vener |
Distributed: 2007-10-19 |
Word Count: 629 |
Page Views: 1547
| Votes: 8 |
Rating: 4.38
With online ordering, your menu and restaurant suddenly become
accessible to both the deaf and blind customers in your
community.
The Secret To Making Successful Business Connections
Written by: Kate Smalley |
Distributed: 2006-10-11 |
Word Count: 672 |
Page Views: 1661
| Votes: 6 |
Rating: 4.00
If you have a hard time making successful business connections,
don't despair. Anyone can be good at meeting people-if they use
the right technique. The whole secret to making a positive
connection is knowing how to attract people and inspire them to
want to give you a chance.
How to Build a Really Great Business? (Super Success Secrets from a Legendary Business Master)
Written by: Chet Holmes |
Distributed: 2007-01-15 |
Word Count: 1523 |
Page Views: 1648
| Votes: 7 |
Rating: 4.00
Times are tough. The economy is in a constant state of upheaval.
Is your company doing better than most? Are you placing greater
emphasis on pure performance?
Get the Balance Right
Written by: Rich Thawley |
Distributed: 2009-01-28 |
Word Count: 638 |
Page Views: 1500
| Votes: 11 |
Rating: 3.91
Do you build your business around your family or your family
around your business? The choice is yours.
Online Copywriting Makes Content as the King
Written by: Steven Gerber |
Distributed: 2006-12-11 |
Word Count: 560 |
Page Views: 1671
| Votes: 7 |
Rating: 3.86
The inverted pyramid is basically the placing of 4 W's in the
primary sentences of the articles, supported by the other W and H
on the following discussions. Four W's consist of what, when,
where, and who. The other W which stands for why on the other
hand, follows on the succeeding paragraphs, including the
elaboration for the H which also stands for how, if necessary.
Interview Coaching: A Home-Based Business on the Cutting Edge
Written by: Carole Martin |
Distributed: 2007-08-24 |
Word Count: 1400 |
Page Views: 1416
| Votes: 7 |
Rating: 3.86
You name it - Blackberry, Skype Connection, Cell Phone, iPhone -
these are the tools of this trade. Who would believe that someone
with a home-based business could reach out to someone in a far
away country and work with a client via a Blackberry and a cell
phone?
|
|
|
Article Reprint Rights
|
This work is
licensed under a
Creative Commons
License
You are not required to show the creative commons license notice when you reprint this work.
|
|
Home
for Writers
for Publishers
Article Directory
Article Search
Contact
Get RSS Feed
