Outreach Tip

i still believe that the most cost-effective method of outreach is retention.

So, what IS a Product Analyst?

I remember a friend/former art-marketing client asking me about my new job title. I had just taken on a new role in TD Trust's Will and Estate Planning Dept.

"I dunno really," I said "I think you just figger out what your job is and then do it."

"That sounds like you" he smiled, I remember.

How To Give Feedback (more notes)

try to be helpful (make sure you are truly coming from a desire to help)

chose time and place

be selective

be specific

speak for yourself

balance positive and negative

Getting Feedback?

[ ] breathe

[ ] be willing to consider how a person would see it the way they do, adopt a learning mindset

[ ] listen (you do not have to agree or incorporate the feedback, just hear it)

[ ] clarify/restate

[ ] hold response if you feel defensive or disagree

[ ] thank provider of feedback

Customer Care Call Back Worksheet

[ ] deliver good news first
[ ] thank for feedback, opportunity to use for improvements

[ ] estimate accountability
% branch % policy/product % customer % other

present potential solutions

check for satisfaction

biz lost =
potential biz lost=
X 12 marketing impact
X 5 cost to generate new biz

personal input
what do i wish to do for the client right now?




***

GOODWILL IS NOT A LIMITED RESOURCE

Customer Care Call Worksheet

Name:
Date:
Call Start Time:
End Time:

[ ] use greeting
[ ] introduce self by name and direct line
[ ] introduce self as the RIGHT person to gather the feedback and respond
[ ] apologize
[ ] use customer's name

[ ] empathsize - repeat at least 2 of their feelings, with their words
[ ] urge to continue talking
[ ] reiterate that you want to work with them to address their concerns
"i am not in the business of reiterating the business/bank's LEGAL position. i am in the business of delighting customers."

[ ] help the client state their complaint effectively
i.e.
ask what besides an apology they are seeking
[ ] their feedback be shared with a bank executive
[ ] displinary action
[ ] reiumbursement for expenses incurred
[ ] other:


"Let me make sure I understand."
Summarize by restating their top 3 concerns
1.
2.
3.


Progress the call
"THE LAST THING I need to understand is"
ask the customer to prioritze those concerns

Set expectations
"so here's how things will unfold..."

Case Studies

Situtation
Obstacles
Action
Results (including quotes)

1. hoofbeats!
including ongoing involvement with board, programming committee
incl. attendance at ncrc, and ncra nomination etc.
2. water schooling with my little buddy
3. instructor certification process, including equine journalism accomplishments
5. left brain marketing
i.e. WORD article, portfolio of products - including own.
6. complaint handling volumes
7. the applewood assignment
4. development in public speaking - toastmasters
Resource consultant role?
5. video coaching?
6. harbourfront?
hillside?

Summary of Qualifications, Ex 2

5 Key Strengths You Can Leverage

1. Advertising Acumen
- developed orginal new TV creative
- built print advertising campaign to build awareness of...

2. Competitive Marketer
- implemented marketing program that drove sales from... to ....

3. Innovator
- launched 60 new products
- developed category mgt systems reuslting in...

4. Leader
- consistent and enthusiastic effort
- effective communicator

5. Strategist
- quickly understand brand positioning and define new directions
- developed long term brand strategy unifying...

Summary of Qualifications, Ex 1

create a document that you can send as a follow up, which outlines your key areas of personal alignment with their role

i.e.

5 ways I Can and Want to Help Drive Your Business

1. As Experienced Resource
broad experience in using research to provide solutions

2. Developer of New Business
proven relationship builder with a client focus that works

3. Can-Do Attitude
a fresh face not held back by preconceived ideas

4. Creative and Forward Thinking
an idea person able to enhance value for the client

5. Involvement in the Community
ready to get involved for both business and community events

Fun at Work

Fun increases productivity and morale by stimulating creativity and cooperation. When people are in an environment where they have the courage to take risks, innovation and profitability result. Fun levels the playing field between everyone so that the entire group gets involved in generating useful ideas. Morale skyrockets because people feel appreciated, and that is good for your business.

http://www.robinthompson.com/funtopic.htm

Leave time in your days to do the tasks you enjoy - make time for # 1.

Make meetings fun - Meetings are often dull with agendas that review financial statistics and speeches on technical subjects. The following are ideas to make your meetings more fun:
- Good news - Everyone likes to be recognized in front of their peers so we look for reasons to have employees stand and be applauded. Celebrate everything possible.
- Contests -
http://projectmagazine.practical-project-management.com/content/view/271/44/

Objection Handling

[ ] paraphrase
"you mentioned that..."
"if i understand you correctly..."

[ ] acknowledge
[ ] probe
[ ] provide alternative

[ ] thanks (by name), recap commitment and close

Outbound Calls

[ ] create interest
[ ] establish rapport
introductions, incl name and location
purpose
benefit
timeline

[ ] ask questions