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What do you do when workplace ‘change’ happens?

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For most people, ‘change’ is a mixture of what was, what used to be, what is present, what I’m being faced with now, what I believe the future holds, and what I have to change to face that future.

In short, how does this change affect me, my family, my lifestyle, and my position?

That’s a hell of a lot to think about, and that’s why change is so perplexing, so resisted, and often so fought against.

The answer to this age-old problem was discovered more than a thousand years ago and has been hidden. When Socrates said, “The secret of change is to focus all of your energy, not on fighting the old, but on building the new” he was giving you (and me) the wisdom of his ages, and a thousand years later it is still wisdom of our ages.

SOCRATES REALITY INTERPRETATION: The more you can concentrate your thoughts and actions on what will be tomorrow, the easier it will be for you to accept today, adapt to today, and the less likely you are to dwell on what was.

GITOMER INTERPRETATION: Add ‘forward’ to the word ‘change’ and when something changes, think, CHANGE FORWARD.

Known as ‘drinking fountain conversation’ or ‘pity parties,’ many people, not you of course, spend 74% or more of their time griping, whining, blaming, and lamenting any sort of change. None of these elements will productively move you forward as a person, and all of these elements will keep your mind closed to what your new potential or opportunity might be.

Just so we’re clear, there are 3 predominant types of change to deal with:

  1. Business or career change – which could also affect revenue.
  2. Family change – both positive and negative. We have a new child. I’m getting a divorce. My mother died. I’m getting married.
  3. Personal change – which can be affected by business and family changes, but can also be an issue relating to neither. Think: health and finances.

In order to effectively deal with any change in your life, I recommend that you take a different perspective on looking at it. Mine has always been to look at the circumstance and call it opportunity rather than call it change. That automatically makes you look towards the future. That automatically makes you look at what could be positive. And that automatically, points you in a direction of forward to what’s next, rather than backward to what was. In other words: Change forward.

When I say ‘opportunity’ you immediately think of something good, and subliminally in your mind, you might think, “How can I best take advantage of this opportunity?” rather than thinking, “oh crap the sky has fallen.”

AUTHOR’S NOTE: Having a five-year-old child in my life has awakened me to kid’s movies and their lessons. I recommend that each of you go out and buy or rent the movie Chicken Little. It’s a great lesson and will help you come to the conclusion that the sky is not falling. (I only watch kids movies now. Big lessons.)

The next action is for you to identify what the opportunity is, in writing. When you write things down, clarity almost immediately occurs. Writing down what happened will help you understand why it happened and no matter if that why was good or bad, it is now the new reality. Once you’ve identified the history, you have to list at least a dozen good things that can happen as a result of it. The first few will be hard. Especially if there’s any anger or fear attached to your change.

Identifying the opportunities will begin to calm you down and help you realize that with a combination of hope, attitude, and hard work, things will get better.

They did for me. I gave myself permission to move on and move forward. No matter what the change is, keep your eyes and mind open to the opportunity, and keep the faith in yourself.

Don’t fear change, change forward.

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

About the Author

Jeffrey GitomerJeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].

There are lots of excuses for no success, but very few reasons

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People who do not succeed have one distinguishing trait in common. They know all the reasons for failure, and have what they believe to be air-tight alibis to explain away their own lack of achievement.

Some of these alibis are clever, and a few of them are justifiable by the facts. But alibis cannot be used for money. The world wants to know only one thing – HAVE YOU ACHIEVED SUCCESS?

A character analyst compiled a list of the most commonly used alibis.

As you read the list, examine yourself carefully, and determine how many of these alibis, if any, are your own property. Remember, too, the philosophy presented in this book makes every one of these alibis obsolete.

  • IF I didn’t have a wife and family…
  • IF I had enough ‘pull’…
  • IF I had money…
  • IF I had a good education…
  • IF I could get a job…
  • IF I had good health…
  • IF I only had time…
  • IF times were better…
  • IF other people understood me…
  • IF conditions around me were only different…
  • IF I could live my life over again…
  • IF I did not fear what ‘THEY’ would say…
  • IF I had been given a chance…
  • IF I now had a chance…
  • IF other people didn’t ‘have it in for me’…
  • IF nothing happens to stop me…
  • IF I were only younger…
  • IF I could only do what I want…
  • IF I had been born rich…
  • IF I could meet ‘the right people’…
  • IF I had the talent that some people have…
  • IF I dared assert myself…
  • IF I only had embraced past opportunities…
  • IF people didn’t get on my nerves…
  • IF I didn’t have to keep house and look after the children…
  • IF I could save some money…
  • IF the boss only appreciated me…
  • IF I only had somebody to help me…
  • IF my family understood me…
  • IF I lived in a big city…
  • IF I could just get started…
  • IF I were only free…
  • IF I had the personality of some people…
  • IF I were not so fat…
  • IF my talents were known…
  • IF I could just get a ‘break’…
  • IF I could only get out of debt…
  • IF I hadn’t failed…
  • IF I only knew how…
  • IF everybody didn’t oppose me…
  • IF I didn’t have so many worries…
  • IF I could marry the right person…
  • IF people weren’t so dumb…
  • IF my family were not so extravagant…
  • IF I were sure of myself…
  • IF luck were not against me…
  • IF I had not been born under the wrong star…
  • IF it were not true that ‘what is to be will be’…
  • IF I did not have to work so hard…
  • IF I hadn’t lost my money…
  • IF I lived in a different neighborhood…
  • IF I didn’t have a ‘past’…
  • IF I only had a business of my own…
  • IF other people would only listen to me…

IF * * * and this is the greatest of them all * * * I had the courage to see myself as I really am, I would find out what is wrong with me, and correct it, then I might have a chance to profit by my mistakes and learn something from the experience of others.

For I know that there is something WRONG with me, or I would now be where I WOULD HAVE BEEN IF I had spent more time analyzing my weaknesses, and less time building alibis to cover them.

This piece was written in 1937 by Napoleon Hill in his immortal book, Think and Grow Rich. This could have been written yesterday and been almost as current. The word ‘alibi’ has been replaced by the word ‘excuse’ but the meanings remain the same.

What’s your excuse for not achieving more, and how can you turn that excuse into positive action? Just a thought.

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

About the Author

Jeffrey GitomerJeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].

Beyond networking… all the way to new business.

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I’ve been attending networking clubs and networking meetings for the better part of 25 years.

A couple of weeks ago, I attended a Business Networking International event with Chapter Lucky 62 in New York City as a guest. I wanted to give a short talk on networking strategies, but it seems as though the rules of the club forbade it. Respecting that, I attended anyway.

I didn’t really know what to expect since I had never been to a BNI networking meeting before, but I must say, whether they had selected me as a speaker or not, the meeting was exceptional. Very structured, but exceptional. And did I mention structured?

It began with a two-minute educational segment. I expected someone to get up, hem and haw, and give some weak tip. Instead, I listened to an amazing duet that turned their tip into a song!

The singsong tip got the meeting off to an incredible start – both in tempo and in tone. The message was so well constructed and completely customized that I am including it here for your educational pleasure.

Let me tell you something about your personality
You’re the only one with it, so let it shine brightly.
You may not be the only lawyer doctor broker cake decorator accountant in town,
But you’re the only one that’s unique inside and out

So let me tell you how
To stand out from the crowd

You gotta lead with your personality
You gotta lead with your personality
They have got to see individuality
You gotta lead with your personality

You may share a profession with a thousand other folks.
But what sets you apart is you make really lame jokes.
And that’s ok, it just ads to your character, it makes you like-able
People do business with people they like,
Especially if they like title!

So let me tell you how,
To stand out from the crowd

The singer-songwriter, Antony Bitar, is a real estate salesman. If you think his song lyric is great, you should see his YouTube introduction of himself for his real estate business. This guy gets it.

The guitar player accompanying Antony, Adam Lomeo, was actually showcasing his talents to the group. Which, by the way, were flawlessly excellent.

Back to the meeting… After the introduction, a sheet of paper was passed to each attendee that contained everyone’s signature slogan. I was about to be exposed to one of the coolest, one-of-a-kind introduction routines I’ve ever seen. About 80 members are given 30 seconds each to give their introduction, and at the end, the entire group recites their tag line.

As you can imagine, some of them were classic. A woman photographer ended her commercial with “I shoot your family” and the group responded, “so you don’t have to.” And the Xerox salesperson said she had been copying since the 2nd grade when she copied off her buddy’s test paper – the audience howled.

I did get to give a short 1-minute talk – my host, Jennifer Gluckow, gave me her commercial spot, but I went over my 1 minute time limit and got dinged. Timing is everything.

After the 30-second commercials, two people got to give a 5-minute talk to give the members and their visitors a more in-depth look at their business and their ideal referral partners.

Before the meeting ended, members had the chance to thank each other for business, or at least the opportunities for business. And there was a lot of it.

Then a black book was passed around the room where members entered the dollar amount of their closed business from BNI referrals. NOTE WELL: They’ve passed more than $4 million this year in referral business. WOW!

This was one of the most serious, yet fun business groups, hell-bent on self-promotion and giving business. And did I mention structured?

Here are 4.5 things you can learn from this meeting:

1. You don’t always have to say your message. Sometimes you can sing it, and it’s much more attractive and effective.

2. Creating group participation for individual commercials is both powerful and memorable. When 80 people say your tag line in unison, it creates a unity of group and memorability of message – especially if it’s funny.

3. Leads and networking groups don’t work unless there are plenty of leads and everyone is willing to give them. This group was just as interested in giving as they were in getting. Huge – especially in NYC.

4. The science of networking is getting more sophisticated. You have to be prepared, be willing to share, and be reputable.

4.5 Your creativity, style, and overall presence create attraction. Master all three elements.

I’ll be back in NYC in a few weeks. The BNI meeting is at the top of my list to attend. I’ll be bringing a few leads.

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

About the Author

Jeffrey GitomerJeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].

What investment in your business are you REALLY making?

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‘Return on Investment’ (ROI) in business is predicated on the ability of the company to deliver as promised in product, profit, and its accompanying service.

It’s amazing to me that everyone measures ROI to the penny, and no one measures ROS (return on service) at all.

Most companies are too busy pissing their money away on customer satisfaction surveys when they could eliminate the survey costs, and spend half of that money training people to improve service, and measure the only three things in business that matter: repeat business, profit margins, and referrals – all the rest of the ‘satisfaction’ process is an empty waste of time and money.

Let’s get real here, when J.D. Power gives the customer satisfaction award to an airline, what could the category possibly be? Least crappy?

The object of service is to be so amazing that one person tells another person, or one person posts to their Facebook account, or both. How’s yours?

The key to profitable repeat business and unsolicited referrals is to create genuine word-of-mouth, and word of mouse about the company, the products and services, and especially the people.

ROI REALITY: Do you want to deliver service that’s satisfactory or remarkable?
ROI REALITY: Do you want to deliver service that’s satisfactory or memorable?

Return on service can take place in any part of the business. Here are the most prominent examples:

  • Provide positive attitude training for everyone in the company
  • Provide specific and customized empowerment service training for everyone in the company (what is EACH employee allowed to do and say to a customer?)
  • The receptionist or telephone operator. This is the customer’s first point of contact and sets the tone for the entire transaction.
  • Ship an order error free and backorder free. Get them what they want fast and seamlessly.
  • The delivery and arrival of a customer shipment. Packaging determines image, and the condition of the contents upon arrival proves their worth to the shipper and the care of the shipping department. A HUGE part of re-order consideration.
  • The accounting department people. Accounting can play a major role in customer loyalty. The way they talk to an account, the frequency of error, their accuracy of invoicing, and the common courtesy they may display when someone is late making a payment.
  • Damned automated attendant. No one on earth wants to hear their telephone call answered by a computer, yet every major company in the world employs these godforsaken things. There has to be a better way, and the person that creates it will make billions.
  • The speed, accuracy, and outcome of handling a complaint. Complaints go WAAAAY beyond one customer. They go all the way to social media.

You must perform REMARKABLE or MEMORABLE service for:

  • Following up and thanking customers for an order
  • Following up and making certain that the service call went perfectly
  • Making certain that everyone on the inside of the company is well rewarded, and well thanked for a job well done.

And for those of you who still possess an ounce of skepticism about ROS after these truths, here are some additional ‘return’ elements to consider.

Many Happy Returns:

  • Return on training. Especially for front line people.
  • Return on morale. Internal happiness creates customer happiness.
  • Return on leadership. The leader sets the tone and the attitude BY EXAMPLE.
  • Return on friendliness. All things being equal, people want to do business with their friends.
  • Return on getting the job done ahead of schedule. Real profit created by exceptional team effort.
  • Return on wowing the customer. Priceless. Period.
  • Return on accuracy. Beyond a good feeling all the way to respect – and reorder.
  • Return on quality product. This is a given, but creates more word-of-mouth than any other single forum.
  • Return on positive social media posts. Social media is the new “satisfaction” survey or report.
  • • Return on value messages offered to customers on a consistent basis. Weekly value-based messages to customers create life-long desires to stay connected.
  • Return on using voice-of-customer in YouTube, blog, and Facebook video posts. When you say it about yourself it’s bragging. When someone else says it about you, it’s proof. Video proof is the new proof.

Big companies hammer their entire workforce to make certain that their customer satisfaction scores are high or higher, when they could be (should be) creating an internal training program that begins with the word wow, and progresses upward from there.

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

About the Author

Jeffrey GitomerJeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].

The non-secret of achieving success. Self-confidence.

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If you want to gain NEW self-confidence, look for OLD information. Old is often new.

My morning read consisted of this passage from Napoleon Hill’s immortal book, Think and Grow Rich. It was all about self-confidence. And as I head into the new year, I want to make certain that I have a full dose of it.

It dawned on me that this subject would probably be the least written about coming into the new year. You will most likely receive 100 emails about how to set goals, and how to have your best year ever, and other secret formulas to attract wealth and fame.

It further dawned on me that none of these formulas or goal-setting instructions are worth a penny unless they are accompanied by your self-confidence. Unwavering self-confidence.

It further dawned on me that you probably never read Hill’s self-confidence formula. And now that the book is copyright free, I thought it would be more than appropriate to share with you now.

Here is “The Self Confidence Formula” from Napoleon Hill’s Think and Grow Rich:

First. I know that I have the ability to achieve the object of my Definite Purpose in life, therefore, I DEMAND of myself persistent, continuous action toward its attainment, and I here and now promise to render such action.

Second. I realize the dominating thoughts of my mind will eventually reproduce themselves in outward, physical action, and gradually transform themselves into physical reality; therefore, I will concentrate my thoughts for thirty minutes daily, upon the task of thinking of the person I intend to become thereby creating in my mind a clear mental picture of that person.

Third. I know through the principle of autosuggestion, any desire that I persistently hold in my mind will eventually seek expression through some practical means of attaining the object back of it, therefore, I will devote ten minutes daily to demanding of myself the development of SELF CONFIDENCE.

Fourth. I have clearly written down a description of my DEFINITE CHIEF AIM in life, and I will never stop trying, until I shall have developed sufficient self-confidence for its attainment.

Fifth. I fully realize that no wealth or position can long endure. Unless built upon truth and justice therefore, I will engage in no transaction which does not benefit all whom it affects. I will succeed by attraction to myself the forces I wish to use, and the cooperation of other people. I will induce others to serve me, because of my willingness to serve others. I will eliminate hatred, envy, jealousy, selfishness, and cynicism, but developing love for all humanity; because I know that a negative attitude toward others can never bring me success. I will cause others to believe in me, because I will believe in them and in myself.

I will sign my name to this formula, commit it to memory and repeat it aloud once a day, with full FAITH that It will gradually influence my THOUGHTS and ACTIONS so that I will become a self-reliant, and successful person.

WOW! What an inspirational read. Seventy-five year-old advice that is more relevant today than the day it was written.

It further dawned on me that there are probably 1,000 other self-confidence quotes that I could learn from. And that mother Google would help me find them in a millisecond. I read about 100.

Here are the best ones:

“The secret of making dreams come true can be summarized in four C’s. They are Curiosity, Confidence, Courage, and Constancy; and the greatest of these is Confidence.”
Walt Disney

“If you once forfeit the confidence of your fellow citizens, you can never regain their respect and esteem. It is true that you may fool all of the people some of the time; you can even fool some of the people all of the time; but you can’t fool all of the people all of the time.”
Abraham Lincoln

“Confidence is the most important single factor in this game, and no matter how great your natural talent, there is only one way to obtain and sustain it: work.”
Jack Nicklaus

“Self-confidence is the first requisite to great undertakings.”
Samuel Johnson

“Without a humble but reasonable confidence in your own powers you cannot be successful or happy.”
Norman Vincent Peale

“With realization of one’s own potential and self-confidence in one’s ability, one can build a better world.”
Dalai Lama

“The way to develop self-confidence is to do the thing you fear and get a record of successful experiences behind you.”
William Jennings Bryan

“One important key to success is self-confidence. An important key to self-confidence is preparation.”
Arthur Ashe

“If you have no confidence in self, you are twice defeated in the race of life. With confidence, you have won even before you have started.”
Marcus Tullius Cicero

Wishing you a self-confident New Year. May it bring you all of the achievement you’re hoping for, and all of the success that you are striving for.

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

About the Author

Jeffrey GitomerJeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].