I like change and I welcome it, but many people do not. What is interesting is that in most cases it is not that people have an aversion to change but rather they resist being changed. If each of us really did not like change, then we would not change, our clothes each morning, we would not eat anything different day, never take a vacation and a host of other things that we do differently each day. Unfortunately, things will change regardless of how long you hold your breath. You simply cannot hold out against the tide.

With all the challenges that you face in your SPA business each year, you may find yourself asking on many occasions; if this is a time to panic or a time to circle the wagons. It would be nice if things would stay the same, but the reality is everything will change and continue to change and evolve, much like your services and product lines that you offer your clients. As business owners, we can choose to take control by becoming a steamroller and constantly work at moving our business forward or be the pavement and get crushed by the latest trend or competition. At the end of each day, we live in a world of choices, but complacency is not one of the choices you have for your SPA business.

I like the book Who Moved My Cheese by Spencer Johnson. The book is about change and how it affects four characters who live in a maze and things are going well until something changes. Below is his version of the handwriting on the wall.

What I like about the handwriting on the wall is that it describes a situation and the connecting meaning.

So many of us in business see the handwriting on the wall but simply are blind to the connection and do not react in a timely manner. The bottom line is you need to continually learn to be ready to change quickly and enjoy it again and again because someone or something will keep moving the cheese. The cheese is essentially the bar or bench mark. Like many things in life, we need to develop the ability to reflect on what this means for us and our business. So, let’s boil this down to a more tangible example.

In business you may be struggling to network with the right kind of client that would most benefit from your products or services. You may also be asking yourself the question like what has been going well and how you can harness and maximize your resources. If you are like most small businesses, the resources you have access to are not unlimited.

When considering the answer to these questions you may find that the answer may lie in your definition of what the cheese means to you and your business and how you interpret your response to the writing on the wall.

Many of us are fortunate to have so many different cheeses or options to consider, but if you do not a good place to start might be to define the kind of cheese that you want and need.

Pardon me for the analogies or metaphors in this article but sometimes we need to look at things differently and I wanted to challenge your thinking and how you feel. Although the book Who Moved My Cheese can be characterized as the one-minute manager, it is a great concept that illustrates if we open our minds, the ideas can be applied in all aspect in our business.

Because in the end, it doesn’t matter what products, solutions or services you are selling, you need to continually:

make, keep and develop strong connections

form long-lasting business relationships

immediately establish trust

ensure that your message connects at both the logical (think) and emotional levels (feel)

sharpen your motivational and interpersonal skills

learn how to sell more on value vs price

rise above the naysayers and smell the changes taking place, then act by taking action.

Focus = Results

“Even if you’re on the right track, you’ll get run over if you just sit there”

– Will Rogers

Whatever you change you decide to make in your business, it is important to remember to communicate and communicate well. Throughout the transition keep your team or family aware of what you are doing and what will be happening. It is important to get buy-in and support. It will be stressful, and we know from experience stress can be positive or negative. Each person will react differently, so it is important to be aware of not only how stress affects you, but also how stress others. When each of us feel in control, we manage stress well, but when we feel not in control, stress can take on a life of its own.

So, I encourage you to welcome change, because in today’s competitive environment nothing will stay the same. You need to step up and take control and as I have often said before. Do you have the audacity to be the master of your destiny?  Want to learn more we are just a phone call away. Take the time to subscribe to our free 90 seconds business articles on our website at www.TACresults.com. 

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Business Negotiations

The process of business negotiations is very similar to the process of minimizing and handling objections. You need to expect obstacles and be prepared to meet the challenges. Like a series of gears that need lubricating in order to turn, you use words to lubricate the negotiation. If you feel that you have expert knowledge or outstanding ability in the handling of objections then you generally  should be good at business negotiations. The key as in any skill is to fine tune your professional abilities in such a way as to have a systematic approach. This will enable you to deal with each issue or concern a person puts forward.

You will need to develop as part of the process active listening abilities in order to process the information being shared.  Too many of us practice inactive listening (in one ear and out the other) and as a result never really understand the message being conveyed to us. Try to utilize the ears to mouth ratio that has been given to all of us. A good negotiator should listen twice as much as they speak.

Precision

There exists several ways to filter the messages being conveyed and I like the following ones. Start by being empathetic enough to understand the issue. This can be achieved by asking questions that help to create clarity. As an example you could say “Can you be more precise or what would you suggest or like to see as a solution”? To help things along I would suggestion that you work towards pinpointing three main areas of concern and then ask them to rank the concerns by importance as this may help structure the process. Once this is established and understood, work backwards by starting with the last concern.

At this point you could consider reformulating or paraphrasing the question or the issue in the form of a question. Be patient and show empathy by responding back efficiently. In some respects the negotiation can resemble that of a tennis match. You must keep your focus and eye on the ball. As the exchange takes place your brain is at the ready and anticipating the incoming ball and series of movements. When you watch a professional tennis player they are not thinking about their technique. They are focused on where and how to play the ball. They are calm under pressure and in control. You need to be as well and this requires practice.

In a negotiation match, it is important to recognize that everyone is different and although intuitively we understand that, most of us do not take the time to consider how our differences impact each person’s approach.

Exchange

You could do before engaging in a negotiation is to get yourself in the right frame of mind. At this point it is show time so all your other problems of the day will need to be put aside and parked.

One of the fascination things I like about negotiating is the exchange of ideas and the opportunity to overcome obstacles. The challenge is to find a mid point and something that both parties agree on. The goal or objective should not be to win the discussion. You may win the negotiation but lose the opportunity. One way to reduce opposition and create a stress less process is through the use of paraphrasing. Paraphrasing shows the person you are speaking with, that you appreciate their point of view and if you re-state it accurately it will show you have been listening and comprehend what they said to you. Because you listened, understood and appreciated their point of view they should be more open minded to listen to your point of view. When reciprocity, respect and trust is created barriers will be lowered and the right tone can be set.

Communication

Let’s be perfectly clear about negotiations you are not trying to overpower, outwit or pressure the customer/client into doing something they do not want to do or the reverse that they may want you to do. The purpose is to determine what is really on their mind so that you can suggest a solution that is mutually beneficial. This is why you will find yourself going through a process to comprehend, communicate, present and conclude the negotiation with win-win results.

As with anything you engage yourself to do in business You should expect good things to happen to you. You should expect to be successful. It can be a self-fulfilling prophecy. If you think you will win the chances are higher than if you think you will lose. It is always better to have positive expectancy and exude confidence. In doing so you can attract good luck, great clients, great revenues. If you act and behave like a winner you should be a winner. It requires determination patience’s and stamina. In a negotiation you need to keep going when others are ready to give up. Extend your personal and professional quit line in order to achieve the things most business owners dream of achieving. Do you have the audacity to be the master of your destiny? Want to learn more we are just an email or phone call away.

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Montreal is a melting pot, just as many of our great Canadian metropolitans cities are. This translates into being confronted by various languages, ethnicities, beliefs and perspectives, among other aspects that contribute to our rich culture. After all, a community’s ability to co-exist with its various team members despite the differences between them is a good indicator of a thriving one.

The same train of thought applies to companies and organizations because a team’s ability to adapt to its member’s personalities, ways of thinking and working, is a great indicator of the organization’s success. That sounds great on paper, but in all actuality, it is easier said than done. We are all unique and unfortunately we don’t always get along with members of our team. However, there is model widely used to understand and explain how people learn and work. David Merrill, education research in instructional design, gave birth to the social styles theory, with the objective of facilitating team work and conflict management.

Four Social Styles exist in Team Members

Prior to describing the styles, let us first take a look at the two building blocks for the model: the level of assertiveness and the level of responsiveness. Simply put, the level of assertiveness corresponds to a person’s ability to ask for what they want and need. On the other hand, the level of responsiveness is related to how a person responds to others demands and requests.

In addition, the model also presents four categories: the driver, the influencer, the supporter and the critical thinker. As we describe each of the socials styles, keep in mind that they are all useful, when and if used, with the right people and appropriately.

The Driver
The driver is the colleague who is more oriented towards working with objects then people. This is an action oriented person whose favourite saying is “Just do it”. They prefer to be deep in thought then express their feelings.

This type of individual tends to be extraverted, assertive, efficient, time conscious and demanding. A colleague with a driver social style is often accused of being power driven and sometimes power hungry. Unfortunately, while this may not be their intention, their strong need to be in the driver’s seat and innate unemotional controlling character often hinders their reputation no matter how great they are at getting things done.

The Influencer
The influencer is the type of colleague who prefers people over objects. They tend to express their emotions more freely but can sometimes seek too much attention. As the dreamer and visionary of the team, their over enthusiastic attitudes can sometimes lead them to be impractical. However, their creativity and intuition allows them to influence others in such a way that their demands are often met.

The Supporter
The supporter is definitely relationship oriented and therefore prides them self on being personable, warm and friendly. When faced with a challenge, this type of colleague will give more importance to feelings over facts and although they ask a lot of questions, their main purpose is to empower the other party. Security minded, a person with a supporter social style won’t be a big risk taker as they prefer to align themselves with the majority of the group.

The Critical Thinker
The critical thinker is the type of colleague who is analytical, focusing on facts, stats, details, references and numbers. However, they have a strong need to be right and they will often use their logic to coerce you into agreeing with them. A person with this social style is often perceived as unemotional, cool and detached.

Take the time to Understanding each team member’s style
If we are able to describe each social style, then we are equally able to identify our own and that of others in our workplace. This will in turn allow us to adjust our own style to better communicate and collaborate with individuals whom differ from us. After all, the main goal is to work collaboratively and effectively.

It is important to remember that each style has its strengths and weaknesses as well as people often fall within two categories. The secret is in learning to adapt ourselves.

Let us look at a concrete example as to how you can use this valuable information.

Case Study
My colleagues and I work with a large number of business owners and their management teams each year. In one case, the owner had identified the manager as the key problem in their organization. After some discussion, it was agreed that we would work one on one with the manager to address their leadership style. Before launching the mandate, we asked the manager to complete an assessment. The report provided us both with an insight into the personality profile and important work related characteristics in three areas: Aptitude, Motivational interests and Personality. What we found was that the manager was well balanced across the three areas and had the qualities of a good leader. We launched the leadership coaching mandate and over a period of one year many positive changes were made and implemented.

However, as we neared the end of the development program, we discovered that an important disconnect continued to exist between the manager and the owner. The only way to resolve this and move forward, was for the owner to complete the same assessment the manager had completed prior to the launch of the leadership mandate. The results came out as we suspected. The owner had significant imbalances that needed to be corrected. The owner was undermining the manager and not providing the support and latitude needed to ensure success. The owner had an Analytical /Driver personality. However, they were overly diplomatic, submissive, introverted and excitable. Therefore, when the employees criticized the manager, the owner would take their side and criticize the manager. Once we shared the results of the assessment and took the time to hold a series of sessions with the owner, including goal setting, we were able to correct the unproductive behaviours. Awareness is the start of any process and that is the beauty in the differences.

As always, feel free to share this article with business owners you know will benefit from its content. We welcome feedback and the opportunity to share more Results’ Focused ideas with you.

learn more from Ken here

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Most Baby Boomers began working when they were in their early teens and haven’t stopped since.

Statistics suggest that Baby Boomers have more disposable income than any previous generation and in Canada they represent about 1/3 of the population. In my opinion, this represents a fairly large sales opportunity for any SPA since unlike our parents and grandparents; Baby Boomers tend to spend money on things that are of benefit to their inner wellbeing and outer beauty. It is also interesting to note with regards to the G7 countries, the United States and Canada have the lowest proportions of persons aged 65 years and older and now men are also taking advantage of what SPA’s have to offer. Men also tend to spend more than women and that is an important change to take note of because it does affect business development strategies. I recently viewed a segment of Dragons Den and one of the business owners seeking capital from “these potential investors” had developed a line of make-up targeting men. While this may seem as something new if we look to the past Alexander the Great was ridiculed throughout ancient literature for wearing make-up. Yet he was undefeated in battle and ruled the largest empire of the ancient world. It made me realize that it would be worthwhile sharing with you a conversation that took place recently one afternoon with a friend and colleague of mine who wrote the book titled Pure Selling. Our conversation focused on ideas that related to selling to the 1949 to 1964 demographic.

Most Baby Boomers began working when they were in their early teens and haven’t stopped since. I know this as fact because I started working at age 14, and I not only have never stopped I have never been unemployed. Baby Boomers are very committed workers who do not shy away from working long arduous hours. They grew up in an era of expansion, growth, prosperity and great technological change. They also are of the firm belief that through hard work anything is possible and most obstacles are just short-term in-conveniences. They have high expectations for service and quality, and I would say that they recognize that quality and value are more important than price. Like most people, they will still want a good deal, therefore I would suggest that you be prepared to explain why you feel your offer best meets their need.

The best way to do this is for you to develop, through practice a confident selling approach, all the while being prepared to sell on the benefits you are offering. They also like to feel special and appreciated so offering as appropriate a small discount for their loyalty could contribute to sealing the deal. Baby Boomers did not grow up with smart phones; nevertheless they have embraced the technology and use it as to tool to stay connected. Need I remind you that they are more accustomed to meaningful conversations in person; therefore trying to sell to them over the phone might not be your best strategy. In lieu, invite them to meet you (face-to-face) so they can experience firsthand the difference and the importance you have for each client. The reasons for this approach is given to the fact that they like to look people in the eye who are selling products or services to them. This assists them in assessing whether or not you can be trusted to deliver on their needs. Try not to get distracted during this interaction with them by using your iPhone, or worse: start multi-tasking because it could invariably lead them to believe that they are less important (than other clients or potential clients).

I am not certain if it can be guaranteed that you could establish Customers for Life because there are far too many variables that create changes in all of our lives, be it personal or in business. However I am confident to say that the Baby Boomer generation tends to be loyal, and if there was such a thing as a customer for life, well they would be it.

Perhaps taking the time to consider what makes a Customer for Life would be something of benefit to you? Below are some questions to consider.

Define -What is a Customer for Life?

How important is service to the overall sale?

How many people does an average Customer for Life tell about your great service?

How much sales can this Customer for Life (through 5 referrals) potentially provide you for a single year?

How many people call you specifically when trying to buy your product/service?

What is the average sale for one of these “Customers for Life”?

What is the potential total amount of sales they could represent for you in one year?

What’s stopping you from focusing your time to attract and retain perhaps one of the most important demographics any SPA could have?

In summary you just find that 1946 to 1964 just might be the sweet spot that you were looking for in 2016. Do you have the audacity to be the master of your destiny? Want to learn more about how to tap into your underused potential? Visit us at www.tacresults.com

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