The Truth About Body Language – It’s Not Just All Talk

Have you ever had a business development conversation with someone that didn't go exactly the way you expected? You talked... they talked... but you just didn't seem to communicate. This might be because either you, or the potential Client, were actually saying something that you didn't intend. You may have been having a completely different conversation as a result of your body language.

You may have heard that verbal communication accounts for only a part of the total message you send. But did you know how much? Are you sitting down? If so, make sure you are sitting up straight – we now know that your mom told you to do this for a reason. The reason is that body language actually accounts for over 90% of what is communicated during a conversation. Hard to believe, but it’s true.

Just think back on a time when you were a customer. Did the salesperson look directly at you or look away? Did he cross his arms? Did she smile? Did she stand straight up or slouch? How was his handshake - firm or did he offer you the 'dead fish'? Either way, it left an impression.

When trying to develop business, it’s important to be aware of any negative signals you may be sending – and to remember that positive body language can actually make you appear more confident, likable and trustworthy. In other words, you will be someone that the potential Client would want to do business with. For the next few posts, we’ll explore some of the elements of good – and not so good – body language.

The CRM Checkup

As with any stressful or strenuous activity, always be sure to visit your physician before beginning your CRM ‘workout’ regimen. For a CRM checkup, you’ll probably want to enlist the services of a CRM ‘specialist’ such as a consultant who focuses on helping Clients to succeed with CRM.

So what does a CRM checkup typically involve? Relax - we promise we won't ask you to cough or say, ‘ahhh.’ Instead, if your firm has already rolled out a CRM system, but seems to be suffering from a bit of CRM malaise, the consultant may take your CRM temperature by asking you questions about where you are with your rollout, the challenges you've faced and successes you've had.

If you're thinking about selecting and implementing a new system, we’ll examine your firm’s unique goals and specific needs and the problems you think CRM could help to solve. We’ll also check your CRM pulse to determine whether you have done the necessary work to get in shape including committing the time, money and other resources required, enlisting management and leadership buy-in and putting the necessary systems, processes and procedures in place.

Once we have run all the necessary diagnostic tests, we’ll prescribe an assessment, which is a plan for success that includes a healthy dose of information, ideas and best practices to help you achieve long-term CRM health and prevent any recurrence or relapse of problematic CRM symptoms, issues or challenges. We’ll also recommend a regimen for long-term CRM ‘fitness’ that includes short-term, intermediate and long-term goals and recommendations for long-term CRM success.

Before we leave, we’ll even check your blood pressure - because CRM is not for the faint of heart. However, for those who are willing to commit, follow their specialist’s orders, and take their prescriptions as directed, the payback can be well worth the effort.

Of course, as with a visit from any doctor, you will ultimately receive a bill. But after a CRM checkup, you’ll find that the benefits more than outweigh the costs – and you won't even have to file an insurance claim. Afterwards, you'll find yourself feeling much better (at least about your chances for CRM success).

If you think you may be in need of a CRM Success checkup, feel free to call. We'll be happy to give a free consultation - and we even make house calls (subject, of course to travel expenses).

Taking the B’s out of B.D.

Banish the Blackberry from Business Development

If you want to be successful in building your business, the other 'B' that you need to banish - at least from Client meetings - is your Blackberry.

Picture this: you and another partner finally manage to get out from behind your desks to go meet some prospective Clients. Things seem to be progressing nicely. Then, while you are talking, your partner whips out his Blackberry and starts reviewing and responding to emails.

Your partner is definitely sending a message – and not just on the BlackBerry. Regardless of what may have been a harmless intent to multi-task, the real message sent was, “I am done talking with you. I am talking with someone more important now.”

Remember, the Blackberry is a communication device. When you use it, you are involved in a conversation. If you are meeting with a Client and you suddenly begin tapping away on your Blackberry, you might as well have turned your back and begun a completely unrelated conversation with a completely unknown third party who isn't even in the room.

Rude? Well, just think how you feel when conversing with colleagues or Clients and midway through the conversation they pull out their Blackberries. You may wonder if you are boring them? Or whether you should just stop talking, because obviously what you were saying wasn't that important to them. Or maybe you should just get out your Blackberry too?

Remember, anytime you are engaged in another conversation, even only using your thumbs, you are not fully engaged with the current conversation - and the other person knows it. If you want to be a trusted advisor to your Client, you need listen to them - and only to them. That’s the only message you want to send.

Top Five Unique Customer Appreciation Ideas

Your business is as strong as the loyalty of your customers and clients. Regardless of the quality of your company’s services or goods, minor shifts in the economy can drastically change shopping habits or what other businesses are willing to invest in, in the case of business-to-business sales. One way to ensure that your customer or client base remains constant in the face of an economic downturn is to ensure that you have a strong relationship with your customers. In order to build lasting relationships, your company must convey that you are willing to go the extra mile for their patronage, because you understand that they could easily chose another business.

 

The easiest way to build relationships is to say “Thank you.” This may sound like a no-brainer, but when was the last time you sincerely thanked customers for their patronage and trust in your company? While it may seem like a small gesture, customers will surely remember how your company went out of its way to show its appreciation, which increases the likelihood of repeat business. Read the following ways to show your customers how much they are appreciated to build strong, lasting customer relationships:

 

1. Product/Service Giveaways—Giving away products or services for free may seem counterintuitive for those wishing to make a profit (all of us). However, giving valued customers, or potential customers a taste of what they might receive if they continue or begin their patronage with your company may make them more likely to come back for more. Of course, this must be done strategically, so there must be a plan to properly execute a product or service giveaway. If selling a product, a simple “The first 50 customers in the store receive…” works. For those selling a service, the same idea applies, but instead of offering the giveaway for those who enter the store, the select service could be given away for those who respond to the advertisement. 
2. Have It Your Way Contest—Show your customers you care about what they really what with a “Have It Your Way Contest.” Simply have customers put comments in a suggestion box. At the end of the month, determine which customer suggestion is the most valuable to the company and its customers and implement it as a new policy. Announcing the process will let your customers know that you truly care about their experience and are willing to go as far as changing company policy to ensure that all needs are met. 
3. Special Coupons for Top Customers—Giving coupons away to already-loyal big spenders is a great way to ensure that they will continue to be regular patrons. 
4. Open House—Everyone loves a great party! Host an open house for customers, clients and other key stakeholders to show your appreciation. Open houses also present the prime opportunity to showcase new products or services. 
5. Customer/Client of the Month Drawing—Each time a customer or client makes a purchase, they earn one raffle ticket to be placed in the monthly Customer/Client of the Month drawing. At the end of the month, draw one name from the raffle. The lucky winner can be rewarded with special coupons, company merchandise, or something as simple as a mention in the company newsletter. Either way, he or she will surely feel appreciated.