In today’s edition, we will meet the last of the sales team to be introduced.  We saved them for last for no particular reason that I can think of:

Susan DeVall – Susan is Director of Sales for our Atlanta, Chicago and Kentucky markets.  She is tireless in her pursuit of new clients, so you are much better off just saying yes the first time she calls.  She takes great pride in working hard to help the customer solve their existing needs and even identifying other opportunities.  Susan makes sure she is involved with local organizations, so she can understand the marketplace and bring additional benefits.

On the personal side, Susan lives just across the river from Louisville, Kentucky, raising three children and a husband in Floyds Knob, Indiana.  She has extensive family and roots in the area which helps her relate to the various retirement, assisted living, nursing and dementia care communities in Kentucky.  She stays very involved in the local community.

Jason Gentry – Jason is a New LifeStyles’ veteran, combining his role as Director of Operations with the role of Director of Sales for Orange County/Riverside and Sacramento.  With his knowledge of the publishing, printing and distribution side of the company, he can work with our vast array of customers to provide the perfect solution to their marketing needs.   If you ever have questions regarding these areas of the business or requests for specific distribution locales, he is the man to contact.

Jason is always busy outside the office, spending a great deal of time watching his two boys excel in baseball.  Currently, he is helping his oldest in the always challenging process of selecting a college.  Jason is also very handy around the house and yard, so if he is ever at your community and you need some electrical work or maybe some plumbing fixes, he can help, IF you place some of your advertising dollars with New LifeStyles.

There are many benefits to low turnover – reduced training costs, familiarity with the company and industry, trust built up over the years and many other things.  However, it is a challenge to keep things fresh, keep new ideas being generated and make sure everyone is challenging each other to think outside the comfortable surroundings of your company.  While I often consider myself “strange”, I’m sure people here get tired of hearing from me and “might” have a tendency to tune me out.  Some even wear dark glasses so they can sleep during my oratories.

There are many ways to combat complacency and “group think”.  One I recommend is bringing in an outside expert to brainstorm with different groups within the company, adding outside opinions and ideas to the process.  This person should be someone you have come to respect over time and someone that brings value to the process.  Make sure they have a working knowledge of the way you do business and your objectives, then sit back and let them lead the process.

I think you will find that occasionally having someone with strong industry knowledge and the ability to lead effective brainstorming sessions will lead to fresh ideas for your company and new motivation for individuals. 

What methods does your company use to keep things fresh and generate fresh, new ideas for the future?

Every year, thousands of companies around the country and probably the world face dilemmas – “What are we doing for our Christmas Party this year?”, “Do we need to cut back on this year’s party”, “Should we invite significant others?”, “Should we even have a holiday event?” – the list goes on.

Last weekend was the New LifeStyles’ Christmas Party.  It was not opulent, no expensive champagne flowing from gold fountains, 72 piece orchestras playing “Grandma got run over by a Reindeer”, or caviar delivered by fine British waiters, just a nice dinner gathering and a chance to mix and mingle with each other and our guests, away  from the office.  There were no discussions of last week’s stressful system conversion or the upcoming plans for the company in 2011.  We had no embarrassing moments due to over indulging in adult beverages or me trying to dance.  It was just a great evening where everyone enjoyed each other’s company and some great food.  It happens every year, just a special evening that puts a smile on all our faces and ends the year in the right spirit.

I encourage everyone to continue this tradition and other traditions that you have in your company.  We need opportunities to see the other side of people.  You may find a common bond that strengthens your day-to-day relationship in the office.  You may better understand a co-worker that seems distant.  It gives you a chance to let people know how much you appreciate them.  It may simply give people an opportunity to dress up for an evening out or force young parents to get take a night out for themselves.

What does your company do to celebrate the holidays?  Any fun traditions that represent the personality of your group?  Please take the time to share, so others will have ideas for next year!

(* please feel free to insert Holiday Gathering where applicable)

The next six weeks can be tough for businesses.  You have laid out your plans for the new year, have some great ideas to implement, some problems with solutions in your heard and Boom!, along comes Thanksgiving and the six week holiday period.  Days off, the distractions of preparing for Christmas, kids being off from school, vacation days, and parties all combine to shift the focus of your office from the business at hand. 

How do you navigate this period?  Do you channel your inner Scrooge, chain your company to their desks, disconnect the internet and have armed guards frisk people at the door for pumpkin pie?  Probably not.  Do you dress like Santa, put out a daily buffet table and open bar, pipe in the holiday tunes and allow employees to online shop til they drop and come in when it works for them?  Probably not.

While I wish I could ban Christmas music until December 10th (at least) and keep the stores from decorating until the morning of Black Friday, that ain’t happening.  So, for now, here some tips for keeping your focus and making progress while not missing the holiday season:

-          While you don’t want to implement any big new plans during this time, meet with people, get them excited about what’s coming and work out any kinks that come out of these discussions.

-          Don’t put off solving problems.  Yes, it’s the holiday season, but delaying a firing or not addressing an issue just adds stress and hurts the company. 

-          Make sure you communicate company activities, hours, days off and other pertinent information to employees.  Have them schedule their vacation in advance, so you know who will be around and what areas may need a little help or covering.

-          If things are a little slow, do some of those internal projects that always get pushed back.  Clean out some store rooms, files or even try to organize/clean out folders in your computer.

-          When you do have company holiday activities, enjoy them, learn something new about a fellow employee or their family.

-          It’s a great time of year to do something as a company to help somebody.  We do something every year and it’s amazing to see how it brings everyone together and the response is always overwhelming, even in these challenging times.

-           Try not to sing holiday tunes at your desk during work hours or have a talking Santa on your desk.  It’s just not right.  Do bring in some cookies or pies that are fresh, we don’t mind if they are leftover from your parties out of the office, just make sure they are fresh.

Overall, this next six week should flow about like any other six weeks of the year, just with a few distractions, a few days off, a little less focus and a few less employees in the office.  Business has to continue, problems need to be solved, and final planning for next year needs to happen.  Keep a balance, enjoy the holidays and things will go smoothly.

How do you keep your team and yourself focused through the holidays?

Over half of the New LifeStyles team is involved in the direct sales effort.  As a small company, growing but trying to manage the hazards of growth, we have many people that wear multiple hats.  There are seven people that exclusively handle sales, while are other markets and lines of business are spread throughout the organization.  This worked well as we grew and still works today, giving the customer years of experience in their respective market and also some insight into the rest of our business.  Over the next couple months, we will introduce you to our sales team. 

Barrett Criswell – (Sales Director: both Pennsylvania guides, Portland, Seattle and St.Louis)

Barrett is one of our most energetic sales directors, who has grown his markets by forging great local relationships and always thinking about the needs of the advertiser.  He has a great knowledge of our product offerings and does a great job of finding something that works for the customer.  He is always smiling and leaves a lasting impression in each of the communities he visits.  He treats each community on its own, not painting all of his markets with the same broad brush.

On the personal side, Barrett was married this summer and lives in Austin, Texas.  Barrett is a great athlete, with a passion for cycling and triathlon, which is shared by his bride.  He is very involved in his church and the triathlon community in Austin, recently voted the “Most likely to stop and help another competitor during a race, sacrificing his own time”.   He can be found most mornings preparing for work by going for a ride or swim, followed by breakfast at the local Waffle House.

You can reach Barrett at (800)974-4618 or Barrett@NewLifeStyles.com.  He is always up for a discussion about virtual tours or the best new running shoes.

Bill Porter – (Sales Director: San Diego, Boston, New Jersey, New York and Connecticut/Rhode Island)

Bill has been with New LifeStyles since, well, let’s just say a long time.  You won’t find someone in the company with a better knowledge of our programs or a better understanding of the benefits to our clients.  Bill grew the East Coast guides from scratch, fighting through the tough early years to be the proud architect of some of our most popular, widely-distributed offerings.  Bill has also been the developing force behind many new company gadgets, including e-mail templates, the online media kit and other things that you use today and people will be using in the near future.

Bill has a background in education and a deep passion for music.  He spends a lot of time in his studio, while also playing lead guitar in a Tom Petty tribute band and fronting a Rush tribute band.  He and his wife have an athletic, outgoing daughter who does not play in any cover bands.  The three of them are trying to talk me into joining them in an ABBA tribute band, but I have no musical talent, a bad Swedish accent and a fear of Dancing Queen.

You can reach Bill at (800)975-9374 or Bill@NewLifeStyles.com.  He will be happy to discuss the benefits of a preferred position package or the greatness of Ann and Nancy Wilson.

If you ever have the misfortune to have a fire in your home, two things will be huge when it comes to averting disaster, accessibility and responsiveness.  You want to be able to reach emergency services immediately and you want them to be at your home in seconds.  These two words are keys in emergency services, but should they be keys in your business or community?  Yes, without a doubt.

When people are contacting you or your company, they have a purpose.  They want to know more about your community or services.  They may be ready to purchase, they may be ready to come in for a tour.  What happens if you aren’t available to take their call or if you don’t return their call within a couple hours?  The customer loses a little enthusiasm, maybe doesn’t feel appreciated and wonders about this option.  Most of the time, they are calling multiple communities or companies.  If you don’t make it a point to take the call or return the call in an urgent timeframe, that lead could be lost forever.

Responsiveness is a close cousin of accessibility.  If a customer needs information, has questions or even wants a quote, don’t sit on it, move quickly to answer their question or address their need.  The longer you wait, the slimmer the chance of closing the deal.  Seems like common sense, but I can tell you there are people don’t get it.

Accessibility and responsiveness are two easy weapons you can add to your sales arsenal.  You don’t have to have a Masters degree or years of experience.  You just have to care about the customer and care about your community or business.  Customers are impressed by quick and thorough response.  I hear it all the time, either from a positive or negative viewpoint.  Instill this in your DNA and make sure it permeates through your organization.  You will reap the benefits.

What are you or your company doing to make sure you are accessible and responsive?  Review your procedures and make sure they are set up to impress the customer!

History and lore will tell you that baseball is America’s favorite past time.  But, football drives the American sports scene in today’s day and age.  Now that high schools, colleges and pro teams have kicked –off their 2010 seasons, it marks a good time to make sure your team looks good for the next season.  Summer is gone, time to get back to business and position yourself for a winning season.  As team owner or coach, what are some things you need to do?

-          Make sure your team is trained and in shape.  Make sure all employees know the goals and have received the best internal and external training.  Consider your marketing materials as uniforms, making sure they are still pertinent.  New materials always help update your message.

-          Invest in your stadium.  A fresh coat of paint, some nice fall landscaping or a new HD TV in the common area gives you a better home field advantage.  Don’t forget your virtual home field, making sure your web site is up to date and looking good.

-          Develop your rookies.  It’s important to have new players on your team, but if you don’t give them a chance to contribute, it’s a waste of resources.

-          Evaluate your veterans.  Are they continuing to learn new things, provide fresh ideas, keep their energy level high and not get stale?  We need to keep the whole team challenged.  In today’s game, nobody can coast.  Get them in shape, challenge them with new strategies and keep them involved.

-          Know your opponent and playing field.  Who are your direct competitors?  Do they have new offerings or new advantages?  What have we done to increase our market share and make sure we are ahead in the game?  How was the market changed?  Have the economy forced any rules changes?  If you cannot relate to the outside world, your efforts are doomed.

Business is just like sports in many, many ways.  It’s fun to incorporate games into business as ways to motivate, team build and change things up.  But, like sports, it still comes down to winning and losing.  Make sure your team is strong, your playbook is up to date and you are out hustling the competition!

It’s that time of year.  Summer is winding down, Labor Day is around the corner, football season is about to kick-off and yes, the kids are going back to school.  For the kids, its a mixed bag of emotions, as for the parents, most are celebrating.  Extensively.  Unfortunately, this celebration is tempered by the ritual of buying back-to-school supplies which could mean everything from stocking an apartment at a college campus to buying a new backpack and a variety of pencils, markers and crayons for a first grader.  School supplies aren’t cheap, especially college textbooks, but they lay the foundation for another year of learning (or, they are new doodle pads for those of a less ambitious nature).

I like to use this time for reviewing our company, refreshing our goals, planning new projects and preparing for the next few months.  Then, I decide what school supplies we need for the upcoming year.

What’s on your list of school supplies to help have a great year?

-          Is your web site still pertinent or does it need a tune-up

-          How is your web site traffic?  Need some SEO tools for the upcoming year?

-          How are your pictures and/or virtual tours?  Need to re-shoot to have fresh content for print and online materials?

-          How is the copy on all of your marketing materials?  Are you offering new programs, benefits, services that aren’t mentioned?

-          How is staffing?  Always tough to hire a new person, but if you aren’t getting to leads in a timely manner, then you are losing in the long run.

-          Need a little maintenance or paint around the key areas of your community? 

These are a few “school supplies” that can help you have a great year.  It may also be time to re-educate yourself or your staff on updates and new information, plus make sure the processes and procedures in place are being followed.  It’s never a bad time to go back to school and having the right supplies is always necessary.

Well, time to find my shiny, new Scooby-Doo lunchbox and have a bite to eat.  Hope it’s not bologna, again!

Its review time here at New LifeStyles.  In many companies, reviews throw fear into the hearts of employees and fill management stress and writer’s block (note, having a few drinks before writing reviews is not the way to go).  Don’t let that happen.  Embrace the review and make it an opportunity to share ideas and plan out the next year.  We all have forms we use for reviews and methods we like to use for them.  Here are some of my tips and thoughts on reviews:

-          There should not be surprises during reviews.  You should be communicating with employees constantly, giving them feedback and coaching them through issues.

-          Don’t let reviews get too personal.  Focus on specific aspects of performance, citing facts and numbers more than opinion.

-          Don’t be afraid to rate somebody average.  Everyone can’t be a superstar and if they are, then compared to each other, they are average.  Only use outstanding ratings when they are deserved.  Put value in the higher ratings, don’t just give them because the person is a good person.  Make sure to use “needs improvement” and not just tell the employee.  Seeing it in writing drives home the point.

-          Make sure employees get a copy of the review and try to get written feedback.

-          Come out of the review with written, defined goals and plans for achieving these goals or improving performance.

-          Get feedback from the employee and make sure they understand all of the key points.  Give them an opportunity to tell you what they need or would like to see changed.

Reviews are an important part of the employee/company relationship and company development.  Make sure they cover the entire time period and not just the last couple months that you can remember.  But, it is just part of the process, make sure you are keeping communication open year-round, providing coaching for your team and an open forum for them.

Would love to hear your views and advice on reviews, as long as you don’t review my post, I’m very sensitive.

In a world where mediocrity seems to be the norm and great customer service is a thing of the past, opportunity has arisen.  The opportunity to impress people.  Those “wow” experiences are so few and far between, that we don’t expect them.  We expect ordinary, we expect just enough to get the job done.  We all have people in our office that far exceed that standard and they do it regularly.  And, the great thing is that others notice.  People take the time to let me know when somebody on the New LifeStyles’ team has made their day or made their life easier.

In the service industry, since the economy slowed a bit, I have seen signs of improved customer service.  Rental car companies and hotel chains can become commodities that can easily be replaced by similar products.  Many times, travelers only distinguish between car rental companies and hotels by price.  I had a couple of great experiences where the rental car people greeted me by name at every point, shook my hand and made sure the process was smooth, quick and pleasant.   That made an impact.  Hotels seem to be making a better effort, improving check in and check out procedures, adding some amenities, etc. 

What does this mean to you?  It means that improving the customer experience may have more effect on the sale then improving a product.  The first impression, the information exchange, the timeliness of response all can impress your potential clients.  If you make them call back, search for information and pry answers to their important questions out of your team, you are no better than the rest and the sale may already be lost.

This is an opportunity!   Spread the word to your team.  Incent them to “Super” Serve the Client.

-          Return information requests ASAP, listen to their needs, and look for ways to anticipate questions and provide the answers before they ask

-          Use handshakes, eye contact, names in all contact.  Build a relationship, show respect and commitment to their needs. 

-          Use this “super service” on current residents and clients.  They will talk about it with friends and family, leading to referrals.

-          Follow-up with people, don’t make them have to find you.  Let them know that you are a cut above and they aren’t dealing with ordinary, they are dealing with “great”.

Seize this opportunity and clients will follow (and stick around)!