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Social Styles 3 – Learning About the Expressive

Social Styles 3 – Learning About the Expressive

Social Styles are important because?

In my two previous posts ( http://ow.ly/Zfpn30bKoSK ) (http://ow.ly/1HcK30bYKwv)  we have discussed the importance of understanding social styles.  If you are engaged in business learning to successfully communicate with your employees, prospects, customers and clients is the key to your success.   Knowing your social style and the attributes of the other social styles is vital in building solid relationships.

Today, I want to discuss the Expressive style.

What is the Expressive Style?

 

Expressives are…expressive.  They are open, energetic, excited.  They love to share visions and ideas.  They love to talk about themselves. They like an audience and applause.  They love to tell people what to do.  They are people oriented rather than task.

 

They are risk-takers, competitive, creative and enthusiastic.  They love to get results through people. Relationships are very important to them. They love the exchange of ideas and want to get to know you personally.

 

Their primary motivation is recognition.  They want to stand out from the crowd

 

Expressives want to know the big picture. They want a good grasp of the situation before getting down to the details.  They want to know the essential details, but don’t care about getting too deep into them. They want to collaborate with you on things that support them.

 

Expressive have much in common with Directors and Amiables. They are diametrically opposed to Analyticals.

What is dialogue with an Expressive like?

 

Here’s what you can expect when engaging with an Expressive.

  1. You should find out about their visions and how they expect you to help.
  2. Find out what other people need to be involved in accomplishing their vision.
  3. Expressives are usually very open about sharing information they think you need.
  4. They like a fast paced, focused discussion.
  5. They are casual about their use of time.
  6. Watch for openings in the conversation where you can slide in questions.
  7. Figure out a way to show support for their ideas and decisions.

 

What is the most effective approach to an Expressive?

 

When approaching Expressives, you need to quickly establish who you are, what you offer, and what they have to gain by working with you.

 

Other things to include are:

  1. Stories about people you both know.
  2. Share “exclusive” information
  3. Reinforce their vision and enthusiasm
  4. Take time to develop a personal relationship
  5. Leave time for socializing
  6. Talk about their goals and ideas they find stimulating.

 

 

In Conclusion

 

Learning how to effectively communicate with other social styles is a simple, yet amazing way to build trusting, solid relationships with your clients. Try it.  You’ll be stunned at the results.

 

Note:  The material in this blog was developed from information featured in “The Social Styles Handbook” To find out more, please click on the link below to order Larry Wilson’s great book

(Full disclosure, I am a Powell’s affiliate)

 

The Social Styles Handbook: Adapt Your Style to Win Trust
by Wilson Learning LibraryTrade Paperback
Powells.com
4 Simple Steps for Winning Customer Service

4 Simple Steps for Winning Customer Service

What is the biggest challenge facing small business owners today? “How do I compete against the big guys?”  Here’s a simple two word answer: Customer Service.

How many times have you heard it?

  • I could never talk to a real person.
  • They kept switching me from department to department
  • I was on hold for 15 minutes and then got cut off.

Do you think these folks will ever come back?  91% of them won’t (source: “Understanding Customers” by Ruby Newell-Legner)

Here is a startling statistic.  80% of companies surveyed say they deliver “superior” customer service. Only 8% of their customers say those same companies deliver “superior” customer service. (Source: “Customer Service Hell” by Brad Tuttle, Time, 2011)

This is a huge need in the marketplace just waiting to be filled.  And…guess what?  People are willing to pay for it.  According to an Experience Impact Report by Harris Interactive/Right Now in 2010, 9 out of 10 U.S. Consumers surveyed would pay more to ensure a positive customer experience.

Everyone Counts

Tapping into this unmet need does require you, as a small business owner, to adopt a certain mindset.  I’m going to quote Michael Connelly’s hero, Detective Harry Bosch here, “Either everyone counts, or nobody counts.”  This means there is no deal too small, no request too unreasonable.  Your goal is to say, “How can I help?” and then try to provide a solution.

I’ve had people ignore me because a deal was too small.  I have news for you.  You never know where a deal is going to lead.

When I was in mortgage banking, I had a nice couple come to me for a small house loan. The Realtor representing them was new in the business and didn’t understand financing very well.  This couple owned a house free and clear.  They had a contract on it and were going to put the entire proceeds from the sale into the new home they were purchasing.  As I remember, the new loan was about $40,00 and I had no trouble getting them approved.

A week before the closing, things began to go wrong.  The buyers of my clients home couldn’t get their loan approved because of poor credit and were going to back out.  Without the proceeds of that sale, my borrowers couldn’t go forward with the new purchase.  My borrowers called me and explained they wanted to help the couple buying their old house if possible. Could I figure something out?

I sat down with my borrowers and their Realtor.  I showed them how they could take a small equity line on their existing home and use it as the down payment on the new home.  Then I showed their Realtor how to write a lease-option agreement on the old home with a purchase date 3 years down the road.  This meant the purchasers of the old home had 3 years to straighten out their credit.  My borrowers would have three years of rental income. They could use this toward the payments on the new home and pay their loan down when the deal finally closed.

The result?  I turned a small loan into a bigger one.  My borrowers were happy.  They referred 4 of their friends who were buying or refinancing to me.  The Realtor starting giving me first shot at all her business.

My point? Ya just never know.

Now, I know, we can’t help everyone. But…we can try to make them happy even if we can’t help them.  If you can’t solve their problem say so. And, tell them why.  Then try to refer them to someone who might be able to help.

Basic Stuff

Vince Lombardi, the famous coach of the World Champion Green Bay Packers, would start each new season by standing in front of his players, raising a football in his hand, and saying, “Gentlemen, this is a football.”  He would then proceed begin practicing the most basic blocking, tackling, running, and passing drills.

His message?  The basics count more than anything else.

Here are 4 basic rules of customer service.  Follow these and you will be richly rewarded.

Rule 1.  Treat everyone you meet as though they were your highest paying client or customer.  You never know.  They might turn out to be just that.

Rule 2.  Answer your phone calls.  Some years ago, I worked for a medium sized commercial bank. They had a rule called “The Sunset Rule.”  This meant if you received a phone call from a customer before 4 PM, you were to call that customer back by sunset the same day.  Even if all you did was call them back and say, “I’m working on your issue, and I don’t have an answer for you yet.  I should be able to let you know by_______.”  That customer knew they had been heard.  That bank had the highest customer service ratings of any financial institution in town.

How do you feel when your calls aren’t returned?  When companies don’t call me back, I assume they aren’t interested in my business.  That’s OK with me.  I’ll find some body else.  But guess what?  If someone asks me about XYZ company, I’ll say, “Don’t bother calling them.  They’re not interested.”

Which way do you want people to remember you?

Rule 3. When you tell someone you’ll do something by a time certain, do it.  Better yet, do it before it’s due.  Why is that so hard?  I can’t tell you how many times I’ve had to call people and say, “Where’s the thing you promised me last week.”  When you don’t deliver on time, you’re telling your customer they aren’t important to you.

If you can’t deliver as promised, call the customer on the phone.  This is crucial.  Do not email, do not text.  Do not leave a voice mail (unless you are asking them to call you back).  Speak to them directly and say, “I’m sorry, I’ve run into an issue and have to move the delivery date to X.”  The customer may not be happy, but they’ll know where they stand and that you cared enough to let them know.

Rule 4.  When you make an appointment, show up on time.  When I was in the Navy, we used to go by Navy time.  That meant if you were due to be somewhere at 2:00 PM, you showed up at 1:45.  No excuses.  If you showed at 2:00, you were late.  If you can’t be there on time, call or text.

Whose time is more important, yours or your prospects?

Think these simple things aren’t important?  Think again.  According to the American Express Survey of 2011, 78% of consumers surveyed have bailed on a transaction, or not made an intended purchase because of a bad service experience.

An Inconvenient Truth

Today it is possible for you to reach millions of people on the internet. But, you still build solid business relationships one customer at a time.

As a small business owner, you face competition that is bigger, better funded, and offering cheaper prices. It seems as though it’s David against Goliath.  But you can beat Goliath every time with superior customer service.

Why a High Touch Philosophy is Worth the Time

Why a High Touch Philosophy is Worth the Time

I think we all are aware of the challenge known as “Creating high touch in a high tech world.” As small business owners we concentrate on how to build our email list, or the number of “likes” for our Facebook Page.  Wouldn’t we be better served if we spent some time on building individual relationships?  

Here is a post with some interesting solutions to this vexing problem. 

Hi-tech is not a reason to sideline high-touch – a lesson for the travel industry from a shoe seller

NB: This is a guest article by Carla Caccavale, brand strategist at TrustYou.

I recently sat on a panel addressing destination marketers about just that: destination marketing today and tomorrow.

But when panel moderator Gene Quinn of Tnooz asked us to give our overarching take on the topic, I took off my marketing hat.

I shared what I thought what is most meaningful to me as a consumer: in this high-tech world we live in, don’t lose touch with high-touch service.

This doesn’t just apply to destinations; this holds everyone from hoteliers to shoe salespeople. It was my “shoe lady” at retailer Neiman Marcus who drove this point home just recently.

We are communicating more and more via email (sadly it is exclusively via email in many cases). So, as I am sure you can relate to, when I open my email at 6am I have at least 25 new messages waiting for me (in the span of six hours when I last checked before bed).

Many tend to be from retailers; buy this, try that, new product, big sale, etc. I must admit I fall victim to these emails (I am every clothing and shoe marketer’s dream). I have saved and texted the photos to Ronni, my “shoe lady” telling her I must have these.

I needed an intervention and decided on a self-imposed one. I made the conscious decision to delete all of these shopping-focused emails during the week. I am not going shopping, so no need to look and be tempted. Done deal. Or so I thought.

Soon after this decision I got an email from Ronni. She wanted to make sure I knew about the new promotion going on; spend $X,XXX and get an $XXX gift card.

She thought I would be interested and reminded me that she can help me shop throughout the store, not just in the shoe department where our relationship first began.

I thought to myself:

“Ronni, what would ever make you surmise that I would be interested in such a promotion?”

No, not really. I actually looked around to see if there were any cameras watching me. How does she know about my decision to delete these emails without looking at them? I was incredibly impressed that she reached out to me personally.

Then I thought of the travel world that I operate in.

  • Why isn’t anyone else doing what Ronni is doing?
  • Why isn’t the island that I love to vacation on not touching base to see how I am?
  • Why is the hotel that I like to getaway to for a weekend not checking in to see if I am in need of a night out?

Because they expect me to pay attention to the emails they are sending and Facebook posts they are pumping out at a dizzying pace.

Guess what? I’ve tuned you out. Information overload has gotten to me.

All too often we pride ourselves on the “size” of our database. How many email addresses we have to blast the next offer or sale to.

When was the last time that you followed up an email blast with a personal note? Sent along a reminder of a romance package and said:

“Dear Mr. X, We’ve missed seeing you and Mrs. X. If I can help make arrangements for a surprise visit, please let me know. I would be happy to handle you reservation personally.”

What if the spa associate at a hotel emailed a client and offered to not only help them at the spa, but make room and restaurant reservations as well (remember Ronni offered to help me throughout the store, not just in her department).

Two other points I made on the panel were:

  • look outside the industry in which you operate
  • take off your marketing hat and be a consumer

Which brands are leaving an impression on you?

Other than my four kids, do you know who sent me a Mother’s Day card? Women’s fashion site Tory Burch.

Okay, maybe not Tory herself, but I got a card and that stuck with me. It included a gift card, which I not only used, but wound up spending more on top of that

I don’t care if that was their plan all along. They are the only brand that thought to send a Mother’s Day card. Everyone else spammed me with Mother’s Day sales.

Whether it’s a follow up email, a handwritten note or, do I dare say a phone call, we cannot sideline the value of high-touch service when our guests are not with us.

We focus on the on the “in the moment”, but not the after the moment. Stop getting their emails and then never looking them in the eyes again. If you are just blasting (via mass email) and not hand holding, you are missing an opportunity.

In these email infatuated days the personal touch can make a difference. It can make the difference between spam and a sale.

NB: This is a guest article by Carla Caccavale, brand strategist at TrustYou.