Comments for Revenue-IQ http://www.serviceperformance.com/blog Sales Articles for Service Contractors Wed, 20 Aug 2008 15:53:16 +0000 http://wordpress.org/?v=2.5.1 Comment on If you could ask Microsoft, Yahoo and Expedia… by Robert-the-Barbarian http://www.serviceperformance.com/blog/2008/05/21/if-you-could-ask-microsoft-yahoo-and-expedia/#comment-874 Robert-the-Barbarian Fri, 23 May 2008 16:02:37 +0000 http://www.serviceperformance.com/blog/?p=89#comment-874 I would like to know how they break down the decision making process. Do they use a matrix with associated points and are all items equally important, or weighted? If so, what generally is most important to them and what really gets the most points on a weighted scale. Also, what triggers would automatically put a bid out for an underperforming group. And lastly, is reputation truly the biggest buying plug? I would like to know how they break down the decision making process. Do they use a matrix with associated points and are all items equally important, or weighted? If so, what generally is most important to them and what really gets the most points on a weighted scale. Also, what triggers would automatically put a bid out for an underperforming group. And lastly, is reputation truly the biggest buying plug?

]]> Comment on If you could ask Microsoft, Yahoo and Expedia… by Chris Arlen http://www.serviceperformance.com/blog/2008/05/21/if-you-could-ask-microsoft-yahoo-and-expedia/#comment-873 Chris Arlen Wed, 21 May 2008 21:49:53 +0000 http://www.serviceperformance.com/blog/?p=89#comment-873 Good question. Adding it to the list. Thanks. Good question. Adding it to the list. Thanks.

]]> Comment on If you could ask Microsoft, Yahoo and Expedia… by ahmont http://www.serviceperformance.com/blog/2008/05/21/if-you-could-ask-microsoft-yahoo-and-expedia/#comment-872 ahmont Wed, 21 May 2008 21:46:33 +0000 http://www.serviceperformance.com/blog/?p=89#comment-872 I am interested in hearing from you about how a company can work around the standard directive of registering on-line as a potential supplier, and then never hearing back. These large companies (Microsoft) are very protective of these departments, and there is not a way to "personalize" or to find out where you stand and who the decision maker is. There has to be a way to break the "vault" when you have something of value to bring to an organization. I am interested in hearing from you about how a company can work around the standard directive of registering on-line as a potential supplier, and then never hearing back.

These large companies (Microsoft) are very protective of these departments, and there is not a way to “personalize” or to find out where you stand and who the decision maker is.

There has to be a way to break the “vault” when you have something of value to bring to an organization.

]]> Comment on 3 Questions about Turnover Rates by Chris Arlen http://www.serviceperformance.com/blog/2008/04/18/3-questions-for-turnover-rates/#comment-870 Chris Arlen Wed, 30 Apr 2008 17:07:26 +0000 http://www.serviceperformance.com/blog/?p=82#comment-870 A reader pointed out the term Turnover means annual revenue (or run rate) in Europe. He had some other comments on conditions that contribute to turnover. But I'll wait to see if he posts them online. A reader pointed out the term Turnover means annual revenue (or run rate) in Europe.

He had some other comments on conditions that contribute to turnover. But I’ll wait to see if he posts them online.

]]> Comment on The Service Contract Manifesto by Chris Arlen http://www.serviceperformance.com/blog/2008/04/09/the-service-contract-manifesto/#comment-869 Chris Arlen Thu, 10 Apr 2008 14:01:21 +0000 http://www.serviceperformance.com/blog/?p=80#comment-869 Forgot about these areas. This is why using a blog makes sense - the document continues to develop. 36. Customers and contractors use green methods and materials in the delivery and receipt of their contracted service. 37. Contractors value social responsibility to their employees and community equal to, or more than, their profit. Customers oversee contractors actions and participate financially. Forgot about these areas. This is why using a blog makes sense - the document continues to develop.

36. Customers and contractors use green methods and materials in the delivery and receipt of their contracted service.

37. Contractors value social responsibility to their employees and community equal to, or more than, their profit. Customers oversee contractors actions and participate financially.

]]> Comment on Gap 5 & Roswell by Chris Arlen http://www.serviceperformance.com/blog/2008/01/21/gap-5-roswell/#comment-867 Chris Arlen Wed, 09 Apr 2008 17:49:17 +0000 http://www.serviceperformance.com/blog/?p=64#comment-867 Realistic time lines are always helpful. From that first meeting to customer sharing of pains. Sounds worthy of an article or blog. Realistic time lines are always helpful. From that first meeting to customer sharing of pains. Sounds worthy of an article or blog.

]]> Comment on Gap 5 & Roswell by Michael http://www.serviceperformance.com/blog/2008/01/21/gap-5-roswell/#comment-866 Michael Wed, 09 Apr 2008 17:09:40 +0000 http://www.serviceperformance.com/blog/?p=64#comment-866 Chris, The condensed/simplified version of the process can be deceivingly simple, can’t it? You are absolutely right about the process being difficult. It requires great planning, patience and self control to pull it off. The truth of the matter is that it usually requires multiple meetings before the prospect truly understands your intent to work in his interest. Once the defensive wall has been dropped then, and only then, will the prospect share some of the details of the problems they have been having. Even though it is difficult, a series of properly asked open ended questions, followed by affirmation and/or agreement with the prospect can propagate the divulgence of information we are looking for earlier within the selling process. Once again this is a simplified condensed version of the process. Chris,
The condensed/simplified version of the process can be deceivingly simple, can’t it? You are absolutely right about the process being difficult. It requires great planning, patience and self control to pull it off.

The truth of the matter is that it usually requires multiple meetings before the prospect truly understands your intent to work in his interest. Once the defensive wall has been dropped then, and only then, will the prospect share some of the details of the problems they have been having.

Even though it is difficult, a series of properly asked open ended questions, followed by affirmation and/or agreement with the prospect can propagate the divulgence of information we are looking for earlier within the selling process.

Once again this is a simplified condensed version of the process.

]]> Comment on Gap 5 & Roswell by Chris Arlen http://www.serviceperformance.com/blog/2008/01/21/gap-5-roswell/#comment-865 Chris Arlen Wed, 09 Apr 2008 16:41:45 +0000 http://www.serviceperformance.com/blog/?p=64#comment-865 Michael, I like your chronology of fact finding to presenting solutions. Classic consultative approach. Can be difficult in practice. How do you get prospects to open up in the beginning and share their areas of dissatisfaction? How do you get them to tell you of their pain if you've just introduced yourself? Michael,

I like your chronology of fact finding to presenting solutions. Classic consultative approach. Can be difficult in practice.

How do you get prospects to open up in the beginning and share their areas of dissatisfaction? How do you get them to tell you of their pain if you’ve just introduced yourself?

]]> Comment on Gap 5 & Roswell by Michael http://www.serviceperformance.com/blog/2008/01/21/gap-5-roswell/#comment-864 Michael Wed, 09 Apr 2008 16:20:42 +0000 http://www.serviceperformance.com/blog/?p=64#comment-864 We will always have to live in the shadow of the stereotypical salesman. The question of whether the word “persuasive” is negative or positive is dependent upon how we persuade. We can approach the word “manipulate” in the same way as to whether it is negative or positive. The true question is “what is the motive behind being persuasive or being able to manipulate”? The end result needs to be in the clients’ best interest, as well as being profitable for the contractor selling. So, how do we get there? We often hear about the dissatisfaction of a potential client with their existing service provider. We feel the door is wide open with that prospect waiting for us with open arms. One thing is for sure, there is an opportunity for business, but the truth is the prospect is rarely waiting for us with open arms. He will be ready to scrutinize and find any weakness’s which may exist with the potential service provider. Once you’ve past the “weakness” test you will have the opportunity to gather more information regarding the existing issues. You professionally communicate with the prospect gathering information which helps you formulate the solution to his needs. You know you can take care of him and provide the best service he’s ever received, the question is will he see your solution as his solution? The answer to this question is one of those little details that separate the good from the great. Does the prospect know the solutions to his existing problems other than just replacing the service provider? He may know the problems and symptoms, but does he really know the answer to the solution. It is a proven fact that most people know what they want, but don’t know how to get there. Has the sales consultant properly clarified all of the prospects existing needs and solutions with affirmation of understanding from the prospect? This scenario is the appropriate time to professionally use the “persuasive” and “manipulate” words of action by demonstrating skillful and careful presentation of facts and solutions in a positive manner that will effectively influence the prospect to say “yes”. You know his issues; you know what he wants, now its time to lead him where you need him to go to realize he needs you. Sometimes the prospect looks like a sledgehammer hit him knowing that you nailed his real needs and now all his objections are taken away leaving him with the only choice of agreement. We’ve all heard the saying “the truth always hurts”, this is why so many sales consultants under perform because they are afraid they may offend the prospect. The truth is, with proper presentation the client will respect you for your honesty and willingness to address the tough issues. These are only my thoughts and experiences. Tell me what you think. We will always have to live in the shadow of the stereotypical salesman. The question of whether the word “persuasive” is negative or positive is dependent upon how we persuade. We can approach the word “manipulate” in the same way as to whether it is negative or positive.
The true question is “what is the motive behind being persuasive or being able to manipulate”? The end result needs to be in the clients’ best interest, as well as being profitable for the contractor selling. So, how do we get there?
We often hear about the dissatisfaction of a potential client with their existing service provider. We feel the door is wide open with that prospect waiting for us with open arms. One thing is for sure, there is an opportunity for business, but the truth is the prospect is rarely waiting for us with open arms. He will be ready to scrutinize and find any weakness’s which may exist with the potential service provider.
Once you’ve past the “weakness” test you will have the opportunity to gather more information regarding the existing issues. You professionally communicate with the prospect gathering information which helps you formulate the solution to his needs. You know you can take care of him and provide the best service he’s ever received, the question is will he see your solution as his solution? The answer to this question is one of those little details that separate the good from the great. Does the prospect know the solutions to his existing problems other than just replacing the service provider? He may know the problems and symptoms, but does he really know the answer to the solution. It is a proven fact that most people know what they want, but don’t know how to get there. Has the sales consultant properly clarified all of the prospects existing needs and solutions with affirmation of understanding from the prospect?
This scenario is the appropriate time to professionally use the “persuasive” and “manipulate” words of action by demonstrating skillful and careful presentation of facts and solutions in a positive manner that will effectively influence the prospect to say “yes”. You know his issues; you know what he wants, now its time to lead him where you need him to go to realize he needs you. Sometimes the prospect looks like a sledgehammer hit him knowing that you nailed his real needs and now all his objections are taken away leaving him with the only choice of agreement. We’ve all heard the saying “the truth always hurts”, this is why so many sales consultants under perform because they are afraid they may offend the prospect. The truth is, with proper presentation the client will respect you for your honesty and willingness to address the tough issues.
These are only my thoughts and experiences. Tell me what you think.

]]> Comment on Customer Contract Vigilance? by Chris Arlen http://www.serviceperformance.com/blog/2008/02/19/whats-happened-to-customer-contract-vigilance/#comment-863 Chris Arlen Wed, 20 Feb 2008 19:16:13 +0000 http://www.serviceperformance.com/blog/?p=70#comment-863 I was waiting for that <strong>free consulting</strong> concern to come up. Didn't take long with this fast crowd :) Yes, the trick is knowing how much to share. Or... Wouldn't it be great if the majority of processes, people and tools employed were truly unique to a contractor? For example, a contractor had a process for ensuring compliance that even if disclosed in writing, wouldn't be able to be performed by anyone else. At least not as well, nor produce the higher levels of results. This might be easier for a technology advance, but may have some traction in process or system as well. I was waiting for that free consulting concern to come up. Didn’t take long with this fast crowd :)

Yes, the trick is knowing how much to share. Or…

Wouldn’t it be great if the majority of processes, people and tools employed were truly unique to a contractor? For example, a contractor had a process for ensuring compliance that even if disclosed in writing, wouldn’t be able to be performed by anyone else. At least not as well, nor produce the higher levels of results.

This might be easier for a technology advance, but may have some traction in process or system as well.

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