I had noticed that only a few of my employees were taking advantage of suggestive sales out in the field and it always shocked me that everyone was not selling more. Coming from a background as a waiter I knew that the more suggestive sales I made the more money I would make in tips. And since I was paying my employees on commission I just assumed they would want to make more money based on more sales… well surprisingly, that wasn’t the case.

So back in October of 2007 I decided to create a fun sales game that would really turn up the suggestive sales in my team. We called it “Who wants to win an Xbox 360?” We picked the X-box 360 due to the fact that most of my employees were between the ages of 20 and 28 the Xbox is a gaming system that really appealed to them.

To launch the new sales game I brought in a brand new Xbox 360 and put a big red bow on the box and placed it right next to the time cards for everyone to admire every morning. The rules to winning the Xbox were based on a point system. For every employee that had a suggestive sale ranging from $3-$20 got one point. Suggestive sales ranging from $20-$50 were awarded two points and so on and so forth. If they were late they lost one point. If they had a bad attitude or showed up in the morning with no pep in their step, they lost a point.

We also rewarded extra points for taking the initiative on the job. If someone did something productive without being asked to; like wash the trucks, clean up the shop or the bathroom they got points. Now these extra credit points were awarded based on the management’s discretion, they weren’t predetermined.

The fun always came at the end of the month when we determined who had the most points because that was the winner! We kept a whiteboard in the shop where we have our morning meetings to keep track of the employees and their progress with the points.

I’m sharing this story with you because this game brought with it incredible results on more than one level. Not only did it generate the most revenue due to suggestive sales that my company had ever seen, but it also led to the best attendance record we’ve ever had! Nobody was showing up late, nobody had a bad attitude and everybody was gunning for the Xbox 360!

It became the topic at the water cooler, seeing each employee jockeying for his position on the whiteboard was amazing! Who would’ve thought that someone as simple as an Xbox could generate so much interest? I had tried cash bonuses, gift cards, and free dinners. You name it, I had already tried it and nothing had given me this kind of results.

I think the key to this game was the fact that we found something that everybody was interested in and we built a game around it. We made it fun, competitive and rewarding. Now suggestive selling wasn’t only fun, it became a challenge and it came with bragging rights!

Just to put this in perspective I bought an Xbox 360 gaming system for $390.00 and at the end of that month I had generated close to $12,000 in suggestive sales from this fun game at work. I’d say this wasn’t a bad return on my investment at all!

Do you think one of your employees would like the new iPad, iphone or the new Xbox Live? How about a weekend vacation get-a-way? The possibilities are endless! Think about what most appeals to your employees and give this game is shot. I would really love hearing how it works for you.

If you already have a great employee incentive program that works for your business please comment below. We always enjoy your feedback!

A good friend of mine Curt shares his perspective on fear and what he did to overcome it.

Do you remember when you were a little kid, riding your bike all over town? I sure do.

I remember when my bicycle was my key to freedom. I used it to escape the constant hostage of Saturday chores. In fact, sometimes I finished my homework before the sun went down I would sometimes just ride around until I couldn’t see the street anymore because of how dark it was.I’m not sure if it was a consequence or if it was in spite of it, but I was bitten by the bicycling bug. There was a time in my life just a mere 10 years ago, that I wondered if I could make a living just riding my bike.

The funny thing is, that it was only about that time when I was in my 20′s that I realized how to break the psychological trap that we’ve all experienced which is where the bike pull this off the curb even though were fighting with all of our might to stay up.

Perhaps I’m not explaining it very well, imagine writing down the sidewalk on your bicycle and inching closer and closer to the drop-off of the curb. You’re riding parallel to that 3 inch drop off and inching closer and closer to it. About the time your tire crosses the line that positions you within 4 inches or so to the edge, the curb becomes very magnetic––dare I say as if it was a black hole sucking you off and into the asphalt. You remember how funny you looked as you fought to keep your bike upright. But invariably, you end up either crashing, almost crashing, or just looking silly but no matter what you came off of the curb.

It wasn’t your fault.

In fact, even when I was beginning racing mountain bikes through the deserts of Arizona I was plagued with this terrible psychological pummeling when I tried to right along the curb.

Would you like to learn the secret?

I’ll share with you, but you have to promise that you won’t laugh when you hear how simple it is.
It’s sometimes simplicity that makes us shrug off some of the most valuable pieces of information we’re ever given.
So: with that understanding I now share with you how to ride a bike along the curb without falling off.
Look where you want to go. Do not become distracted by staring at where you do not want to go.

See, I told you it was simple.

Go try it, get on your bike fix your vision exactly on the path you want to ride along. And you will be astonished. It’s that simple.

So what’s the meaning of me telling you this? It’s the irony that this is exactly how we as business owners are. If we stare full of fear at all of the terrible things that could happen to us, and allow our minds to be filled in clouded with all those fears and worries we will find that our focus is exactly where we don’t want it to be. That misguided focus will act as a tractor beam pulling us into exactly what it is we are trying to stay away from.

Do you believe that?

Do you spend your time focusing on what you want your business to become, who you want to become, or moving towards the goals you’ve set for yourself? Or do you just have some abstract idea of what you’re trying to stay away from and spend your entire day trying to keep that from happening?

Kind of interesting isn’t it? I can’t say I’m perfect, but I’ve learned to ride along the curb with about 90% success

Did this resonate with you? Share your comments below, what are the things that you are avoiding and what are the things you’re focused on?

About the author Curt Kempton owner of Five Star Window Care and creator of the Responsibid a revolutionary way to bid window cleaning jobs over the internet.

We all need them and we all love them. And guess what, it’s no mistake that this person knows everyone in town. Because it’s most likely from years of networking and getting to know people on a personal level that they have this endless rolodex of useful contacts and connections.

They’ve spent years cultivating relationships and that’s where the real trust and loyalty come into play.

The reason why I’m sharing this fact with you is that I feel that our success as business people is directly related to the relationships we build in the community.  It really is through networking and passing referrals that people grow to appreciate us more and value our friendship. And hey, let’s face it, nothing builds friendships in business faster than someone saying “Hey, I just referred you to my neighbor who needs to remodel his kitchen” or “Mrs. Jones should be calling you soon, she wants her backyard landscaped”.

So, do you want to pass more referrals? The answer is become a resource to people! Here are five great tips on becoming a great resource.

1. Let your customers know that you know everyone in town and that you have created great relationships over the years with quality companies you can trust with good values.
2. On your business cards put the tagline “need a referral call me, I’m happy to help”
3. Become very active in social networking, this a great way not only to meet great companies but to pass many referrals.
4. When you are talking with your customers or friends ask them the following question “is there anyone servicing your home that you are not happy with?  This is a great way to give out a quick referral, and your neighbor, customer or friend will appreciate it!
5. Follow up on your referrals, show them you really care, they will appreciate it and spread the word to their friends that you are the first person they should call when looking for a new service company.

Follow these steps and I guarantee you will see some great results!!!

Simply go to your apps and search for QR Code reader, I’ll wait…….. got it?

Hold it over the QR Code below.

Click the picture above for more great promotional ideas

Sadly, I realize that so many people miss that business lesson in a big way. So often I see and hear about companies taking their current customers for granted and later missing out on repeat business and referrals.

They spend all their time, efforts and marketing dollars on trying to get new business that they forget about the huge and great resource their current customer base is to them.

Ask yourself this one question; where do I receive most of my new business? Not knowing what your business is, I can almost guarantee it’s from referrals… am I right? Now ask yourself this; who are those referrals coming from? That’s Right! Your existing customers, that’s WHO!

Now that we have figured out where the referrals are coming from, let’s talk about some little gestures we can be doing to show our appreciation and gratitude for their business. As consumers we all have a choice on where to spend our money, the fact that our clients continue to choose us is something to be grateful for and I believe our gratitude should be expressed.

As a good example I’d like to quote a friend of mine who always says “Turn those customers into your cheerleaders!”

Here are just a few ideas of what companies may be doing in your line of work:

1. Leave behinds or gifts are great! Especially when they have your name on them.
2. A painter friend of mine will leave behind a nice candle after finishing a job. He also will give them some extra paint with his logo and phone number on it in case they ever need to do any touch up.
3. Customer Rewards Systems – we talked about this in a previous blog post.
4. How about this one; a remodeling contractor I know will host a catered dinner for the neighbors of the homeowner whose kitchen they just remodeled…. Pretty powerful when everyone is eating in the kitchen you just created telling the homeowner how beautiful it is! Not to mention all the other homeowners are going to want to keep up with the Jones’s.
5. A roofer I know will have a block party at the house they just completed apologizing for any inconvenience they may have caused during construction, if that doesn’t make your customer a cheerleader what will?! J
6. A property manager I know will always have a beautiful flower arrangement waiting for the homeowner welcoming them back for season. Everyone loves flowers!

Now it’s your turn; remember to think outside the box. Get creative and always leave your name and contact information behind for future use and for them to share. Chances are your customers are already referring you based on the great service you offer, these tips will just help send your referrals into the stratosphere.

Don't be the low price guy!

In the last few years I guarantee you’ve heard it more times than you care to count or remember. Am I right? Now a day’s everyone is trying to save a buck and cut corners, understandably so, but this can’t be good for everyone’s business.

So, if you’re like me, and don’t want to discount on your pricing. It’s important that you show value to the customer so they can easily understand that just by hiring you they are getting a much better “deal” rather than a “cheaper price”. If you’re licensed, insured and have the track record that proves you can do the job right the first time around then let them know it and don’t be afraid to show off your credentials or samples of your work. We all know the “cheaper” quote is more likely to cost twice as much in the end because we all get what we pay for and sometimes that can amount to a hefty price the second time around.

Here are a few small business tips you may want to have handy for this situation; a value comparison chart – with the documents to back it up, listing some of the following facts.

• How long you have been in business
• How many locations you have to better serve them
• The high limits of insurance you have to protect them
• If you are open on weekends and after hours for their convenience
• Years of combined service of the employees who will be performing the work
• Testimonials (if you have one from someone in the same neighborhood, bring a copy and read it to the customer this works great TRUST ME! )
• Have a copy of any certifications or accreditations you may have
• Be prepared, be professional and always smile

Be ready for this price objection, it’s normal. Don’t take it personal, be patient, stay positive and remain calm. Trust in your product or service and understand that money may be tight and some people just like to catch a “deal”. Use these tips and you’ll get results! It’s amazing how just by having all this information at hand how quickly a customer can see that you are the better deal and not just the better price.

One last tip – if you feel you may still not be able to close based on the information you have given, try to add on a service, this is a great way to add value without confronting that nasty price objection.

I hope this was helpful, and as always let me know how it works when you try it.

If you answered yes to any of the above then this blog’s for you!

Did you know that every business has a pain point? If you just answered NO then you might not be tapping into yours.

The key to great marketing is addressing a pain point that your clients and potential clients can relate and identify with. You’re business offers a solution to some problem or painful task that exists out there – when we tap into that pain and offer a viable solution; we’ve just addressed a pain point! Try this and you’re sure to see a jump in the future results of your marketing campaigns!

Let’s use a cleaning company for today’s example. When advertising home cleaning to a prospect we must first identify and address the pain points. The easiest way to go about it is to make a list. Once our list is complete then we review that list and choose a marketing plan based on those pain points.

1.  Cleaning behind toilets
2.  Vacuuming high plant shelves
3.  Cleaning windows that require a ladder
4.  Shower scum that just won’t come off
5.  Dirty grout on a tile floor – no matter how hard you scrub you just can’t clean it!
6.  Getting gum or a tuff stain out of the carpet
7.  Dusting all the photos and paintings on the walls
8.  Cleaning the mildewed outdoor furniture
9.  Dusting all the blinds in the house
10.  Physical back pain from hours of cleaning

As I’m writing this all I can think about is how nice it would be to have a cleaning company take care of my home. Keep in mind your target audience and cater to them; the working mom, or the retired couple who would rather be enjoying a round of golf more than cleaning that big home.

Now market based on those pain points, for example;

 #1 Pain Point may have a picture of your staff with cleaning gloves on nestled behind the toilet cleaning in the farthest back point.

#2 Pain Point you may want to show a picture of an elderly woman on a rickety ladder carrying a huge vacuum, then on the side show a uniformed employee wearing one of those cool backpack vacuums

#3 Pain Point, how about showing the outdoor furniture being cleaned and scrubbed while the homeowner is reading a book and sipping a cool drink by the pool in one of the other chairs… very powerful image.

Pain Points are the best way to market your product or service, now get out that pad and paper and start listing your pain points.

Remember to have fun with it; if you can get them to laugh or smile at your marketing you’ve got em!

I know that you at times, much like me, feel overwhelmed and don’t need another thing added to your ever growing “To Do” list. However, I recently learned that I was overlooking a very important part of my business – The Follow Up Phone Call.

A few weeks ago, my wife had Captain Steamer Carpet Cleaning  over to our home in Fort Myers Florida cleaning the carpets and the upholstery for one of our couches. As usual, they did a terrific job erasing the signs of  my children and dog from the house! The gentleman they had representing their company was on time, kind, neat and courteous. He also had a real passion for what he was doing with a focus on making sure my wife was totally satisfied with the work he did (which is always a plus).

A few days had passed and as I walked in from work my wife said: “I had a really nice phone call today from that Kyle guy. You know the owner of Captain Steamer.” Apparently, Kyle had just called to follow up and make sure the job was done to her satisfaction. “What a thoughtful thing to do.” she said and then she proceeded to ask me: “Are we, by chance, doing that with our window cleaning business?” I paused for a second and softly replied “No”. “Well why not?” she asked with her hands on her hips and that all too familiar serious look. You know the one… with the tilted head and raised eyebrow? I was a bit embarrassed as I replied: “Because I’m afraid of what my customers might say…”.  As hard as that is for me to admit, it’s true. But if the main focus of this blog is to create small business success and it is, than I feel I need to share that in all honesty.

After taking some time to ponder my fear I realized that some things are just out of my control and mistakes will always happen but leaving them in the dark isn’t really the answer. When we find the courage to pick up the phone and follow up with our clients we are giving ourselves the opportunity to find out how we’re really doing out there in the field and beyond our reach. With knowledge comes power and this means we can then fix anything that didn’t go as planned. We actually take control of our business relationships when we take the necessary steps make each and every one of our clients happy. This reminds me… happy clients are very likely to refer us new business!

You know, I think it was the fact that I was afraid to follow up that made me realize I had to immediately start doing it. Face the fear and do it anyways I reminded myself. Deep down I know I have a good team of employees working with me, so why the fear? I changed my perspective on things and as I dialed I expected from my customers nothing but glowing remarks, just like Kyle had received about the carpet cleaning they did for us.

So think about it, are you afraid of the unknown? Are you nervous about making that phone call? Are you worried about what the customer on the other end of the line will say? Well remember that you can’t fix what you don’t know about and that the old saying really is true… 99% of what we fear never really happens.

I would like to say thank you to Kyle for following up with us. Kyle, it’s because of you that today I’m following up after jobs and I’m inspiring others to do the same.

Talk about paying it forward…

If you have ever done any form of mass mailing e-mail marketing then you most likely already know that the hardest thing to accomplish is to get the recipient to actually open the e-mail, right?

I mean you first have to go out and make the connection, then have them fill out a form with some sort of incentive like Get our monthly newsletter for great coupons! or how about You won’t want to miss out on these interesting facts that could save you thousands!  Or better yet, Don’t be a victim – you have to read this!

Ok, let’s say you are fortunate enough to get their e-mail address or as we say in the business “Opt-in”. Now the hard part really begins by finding a way to keep the reader not only interested but looking forward to your next e-mail. My advice would definitely be Get Creative and Keep Getting Creative.

However, let’s start with Email Marketing Rule #1 and the most important rule is: Don’t forget to put the person’s name in the introduction box! No Joke – This recently happened to me. I stopped in at a new pizzeria here in town. I filled out there comment card knowing good and well I would soon be receiving an e-mail thanking me for filling out the card. I assumed they would be thanking me for my patronage, and I had hoped it would at least score me a coupon or two as well

Oh to my surprise I got an email without my name on it! Well let me speak from experience when you get the e-mail addressed to: Dear insert name here, nothing makes you feel more important than that! I was disappointed to say the least. I opted out immediately as I thought to myself… after all I went to the trouble of filling out the card, giving my comments and suggestions and all they had to do was enter my first name. How can you forget my name?

So remember to keep your emails creative and PERSONAL by putting in the persons first name at least. I hope this post is helpful, remember think about your readers – I know I will be checking twice to make sure I have the name filled in properly.

If this post was helpful to you, please comment below or use the share this button to repost to Facebook or Twitter.

We’ve all seen ads like this with a strong call to action that drives new business. It’s what we have been told to do by advertisers and marketing companies forever. And we do it because it works! Strong calls to action will get your phone to ring and create great possibilities for new business.

What we don’t realize is that there is a big problem with the small print of these ads because it reads “for new customers only” OUCH!!!! What a smack in the face for those long time customers that have been with you since the beginning. Those were the jobs that paid to fill your gas tank when you couldn’t. Those are the customers that help grow your business through word of mouth because there was a day when you didn’t have the extra money to run ads like these.

Now let me ask you this, how would you handle your regular customer who just read this ad and asks the following: “I just read the ad you ran in the local coupon saver offering me two free months of pest control with annual payment, however the fine print says new customers only? I have been doing business with you for five years and always pay the year upfront. Could I get this deal? I could sure use the savings.”

I speak from experience because something similar happened to me not to long ago. I was having some shelves installed in my garage and just happened to meet this gentleman at a local home and garden show in Fort Myers, Florida. I liked what he offered so I hired him. He came out and did a wonderful job and I gladly paid him for the work.

The next day my wife was flipping through a magazine and noticed the same company was running a special offering  $200.00 worth of extras if you spent “X” amount of dollars with them and well, we just did! Since it was only two days prior I called him up and asked if he would honor this coupon? His answer was an immediate “Of course I will no problem! Be happy to come back out! I totally forgot I was running that ad this month or I would have offered it to you when I did the work.”

That’s exactly how it should be handled! Remember, the hardest thing to do is get a new customer. I would hate to see you pick up a new one only to lose a regular customer because you wouldn’t honor a coupon. It’s just as important to keep the existing customers coming back as it is to grab up new ones!

Marketing tip: Always write the fine print terms as if you were an existing customer reading it.