Month: November 2012

Horrid Phrases

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problems

Horrid Phrases

Don’t know if any of you fly a lot.  I kind of do – at least of late.  At the airport,  there is one phrase gate agents of a certain airline sometimes say ( actually proclaim over the loudspeaker) that just crushes me.  It’s horrid. It makes me instantly hang my head in depression.  It ruins my flight, my day and my mood immediately.

“Our flight is completely full today..”

I’m not a small man; (thankfully not ready for the seatbelt extension just yet) but Lordy, when you hear that phrase, thinking about getting into and sitting in those seats and aisles built for middle schoolers, is now horrid on a grand scale. 

I think there are some other horrid phrases agents of many industries say these days that can give that same kind of instant feel of dread and depression.

“OK, let’s see what they did here..”.  Are you kidding me?  As soon as your client with a question hears “they”, the horridness kicks in:   Oh my, you are not in charge.   Oh my, I’m gonna have to talk to someone else.   Oh my, I’m talking to an idiot with no authority.  Oh my,  this place is so big, I’m never going to get the answer.

“Can I have your phone number in case we are disconnected?”   It’s 2011! The only disconnections are when someone does it on purpose.  Your client or prospect is in the horrid zone immediately:  Oh please, you want my number to pester me at dinner or in a middle of a meeting to sell me something with your silly outbound program.   Oh please, now I’m in your database and all I had was a darn question.   Oh great, they have crappy phone systems with disconnect issues, can’t wait to do business with them.

“Mark”, “Mark” , “Mark”  Yeah that’s right,  my first name.  You say my first name more than twice in a conversation on the phone or face to face and a horrid sickness overcomes me and your customers too:  Oh I get it,  someone trained you to use ” the customer’s first name” often in your calls- that feels genuine!  Oh I get it, you are as slick a sale rep as I’ve ever seen – you make me wanna take a shower.  Oh I get it, you think using my first name a lot makes us like family or brothers and I will buy your stuff- lol!

 

The thing about horrid phrases is the emotions they elicit have staying power.  They linger.  They stick. They can even leave a lasting impression about you or your company as a brand that is as uncomfortable as seat 28B. 

Till next time,

Grow The Business.

Mark

Mark’s Blog

Mark’s Twitter

Real Small Biz – Good News

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Real Small Biz – Good News

Go golfing when you want.  Play with the kids more.  Coach a team.  Be around so I can act in a play.  Get a new truck.  Sleep late when I want to.  Don’t want to be told what to do.   I like my life now.   I can change it up every couple of years.  I could always do it better anyway.  Leave an impression.  Make my wife proud.  I can fire my clients.  Work from home.  Help my brothers and their kids.  Be the boss.  Take control.  Have some fun.  Challenge myself. 

“What is the good news about having your own business?” was the question.

These are the real answers by real small business people.  I know because I’ve heard them say it first hand.    And these answers aren’t so unique or rare.  These are, when you really get down to it, what real people who own businesses say. 

And now that you know that, what the heck do you have to offer that helps these people keep rolling in this good news?   

Yeah, you’ve got some thinking and reworking to do.   Have at it. 

 

Till next time,

Grow The Business.

Mark

 

Mark’s Blog

Mark’s Twitter

Bigfoot Anyone?

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Bigfoot Anyone?

Preparing for marriage, I hear that very smart couples often schedule time to talk about things like goals, finances, religion and planning for a family.

But what about other important things like whether Bigfoot exists?

Really, shouldn’t we talk about this?

Of course we should.  Believe in Bigfoot?  Well that’s a darn good sign you have the creativity gene, the adventure gene or the intangible wonderment of someone eternally optimistic that despite seemingly insurmountable odds, something so tall and hairy could indeed survive undetected in the mountains of the Northwest.

Don’t believe in Bigfoot?  Well that’s a darn good sign you are have that realist gene,  that smart analytical gene or that intangible honest ability to discern, dissect and derive what is or isn’t happening with the follicle King of the forest.

Maybe we need to discuss Bigfoot outside of the marriage thing too – Like when you are trying to hire your next employee or interviewing a potential consultant, interior designer or accountant, why not ask him or her “What are your feelings about Bigfoot ?”  Don’t you think the way they answer is important?

I’m just sayin’, but I know Apple believes in the big guy.  Every time you type his name in their stuff (like this blog I’m writing), they auto- correct it to one word with starting with a big ol’ capital “B”.   (Why am I not surprised?)

So get your night vision goggles ready and that plaster footprint cast liquid stirred up ( or not) and go ahead and sit your significant other down for a talk, or add the question to the interview guide, or even add it to today’s meeting agenda cuz’ Bigfoot is a big deal.

Till next time,

Grow The Business.

Mark

 

Mark’s Blog

Mark’s Twitter

Up With Update, Updated, Updating

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Up With Update. Updated, Updating

I heard about a company a while back  that instructs its employees never to say that their computers are running slow.  Instead the representatives say “Our systems are updating….” or “We’re in the midst of updating our systems, it will just taking a moment longer…”  

Nice touch.  Smart too.

We all have system issues at times.  And usually yes, there’s some updating going on be it a new release or upgrades or what have you that slows things down. 

The point is the caller on the other end of the line is feels less tension, more confidence and more patience when they hear systems or computers are being “updated” rather than being “slow”.

The use the word “update” even in the On Hold process:

 “Let me put you on hold to get the most updated information.”

Way better than “Let me put you on hold to find out” or “to figure it out” or some other underwhelming phrase.  “Updated” shows how bleeding edge you are keeping up with things and striving for that up-to-the-minute accuracy. 

I suspect “update” has other uses in your world.  It sounds fresh, smart and on top of things.  Heck we live by the word with our smart phones and tablets as an incredibly necessary thing to be on top of those “updates”.

Have a look around.  Update your language a bit.  Don’t underestimate the value of your customers feeling a bit more comfortable and confident when working with you.   

Till next time,

Grow The Business.

Mark

Mark’s Blog

Mark’s Twitter