Procrastination 101

by Phil Glosserman

What Is Procrastination?
Who among us hasn't procrastinated? Sometimes it's no big deal, but other times we
undermine ourselves or let others down when we put things off. Some people have a
pattern of procrastination--they routinely blow things off or stress themselves and
others out in a last-minute rush to hit a deadline. In this article we'll take a look at
the real reasons we procrastinate. Understanding why we choose to put things off is
the first step to breaking the procrastination habit.

Many of my coaching clients come to our first meeting with a list of goals that
they've been putting off. When I ask why they've been procrastinating, I get a
variety of answers:

• · "I'm too busy."
• · "I'll get to it eventually."
• · "I don't know where to begin."
• · "What if it doesn't work?"
• · "I'm not sure if I should do it."
• · And my personal favorite, "Let's see what happens."

In simple terms, procrastination is avoidance of a decision about what to do and
what not to do. When we procrastinate, we operate in a gray zone, unclear and
unresolved about what to focus on and when. It doesn't feel good and it undermines
our clarity and self-confidence.

The Cycle of Procrastination
Procrastination often turns into a viscous cycle. We put off projects or decisions and
over time they mount up. We become frustrated with the projects and with ourselves
for not doing them. Our self-esteem suffers and we feel less and less motivated to do
whatever we've been putting off. As things continue to mount up, we become
overwhelmed and procrastinate more.

Peter, the Master Procrastinator
I've worked with many sales people who were masters of procrastination. At our first
meeting, Peter told me his success depended on his making at least 120 sales
prospecting calls a week. When I asked how many he was actually making, he said
he didn't keep track. I had him keep a time log for a week. During the following
workweek he made only 43 calls. During the time he could have been calling he
spent 6 hours on the Internet, 7 hours on e-mail, 3 hours talking to people around
the office, and ran 4 personal errands. Apparently, Peter was doing anything and
everything to avoid making calls. He was sabotaging his own success. Why? Despite
industry statistics that showed he'd have to make 35 calls to generate one sale, he
felt anxious in anticipation of hearing a "no," so he avoided making calls. Through
our work, Peter developed a new mindset and strategies and is now making close to
145 calls a week. His sales have increased 48% in three months.

"Just Do It" Just Doesn't Work
Most people think the cure for procrastination is simple: buckle down and work
harder--"just do it!" Sometimes this strategy works temporarily, but eventually
procrastination rears its ugly head again. "Just do it" doesn't address the real issue:
Why we choose to procrastinate.

The Hidden Meaning of Procrastination
Very few people understand the real reason behind procrastination. Procrastination is
a covert, unconscious strategy we use to avoid anxiety. Most of the time, it's not to
avoid the work itself, but to avoid the anxiety that comes up when we contemplate
starting or completing a project or making a decision. In other words, we get so
antsy just thinking about a project that we push it aside. It's kind of kind of like
sweeping it under the carpet so we don't have to think about it.
So what's the anxiety about? It can be many things, but here are some of the most
common:

• · Fear of failure, criticism, being judged, or not doing it well enough. This fear
• can show up as a reluctance to say no to a project in anticipation of what
• others might think.
• · Fear of success. If we succeed, we're afraid we'll be on the hook to do even
• more or perform at an even higher level.
• · Not yet knowing what to do first or next in a project.
• · Fear of making a wrong move or decision.
• · Fear of losing our freedom or other opportunities once we commit to a project.

For most people, these fears are unconscious. The good news is that these fears are
most often unfounded and irrational. When we flush them out and examine them, we
can see how we are working against ourselves and decide to move on. That may
mean taking immediate action or scheduling action. Sometimes the best way to stop
procrastinating is to make a clear-cut decision not to do something.

When you find yourself putting something off, ask yourself what's the real reason
you're avoiding it. Be honest with yourself. Are you procrastinating because of some
fear or anxiety? If so, look at the anxiety and notice whether it's over something real
or imagined. If you still feel stuck, take responsibility for moving ahead--schedule
the next steps, take action, or work with a coach to help you accomplish what you
really want.
 
All the best,
Coach Phil
© 2003
www.coachphil.com

6 Celebrity Secrets for Making Your Customers Feel Like Stars

by Donna Cutting

If Johnny Depp walked into your workplace today, how would you behave? If you’re like most people, you’d drop whatever you were doing and approach him, smiling, ready and eager to serve him. If Halle Berry walked into your restaurant, you’d immediately escort her to the best seat in the house. If Tom Hanks was on the phone asking questions, you’d do whatever you could to get him his answers… cheerfully… right?

What about the rest of your customers? Perhaps you’re thinking, “Of course, we’d treat them exactly the same way!” Maybe. In general, though, customer service has become a “buzz phrase” that is rarely lived up to. A study done by Connell and Associates (2004) found that 45% of all respondents felt that most companies simply do not provide good customer service. In a Harris Interactive Study 80% of respondents stated they had made the decision never to do business with a company again because of bad customer service.

How can you – the business owner or service professional – turn this trend around? By treating your customers like stars!

As Garrett Richter, president and CEO of the First National Bank of Florida, tells his employees, “If we roll out the red carpet for billionaires, they won’t even notice it. If we roll out the red carpet for millionaires, they expect it. If we roll out the red carpet for thousandaires, they appreciate it. And if we roll out the red carpet for hundredaires, they tell everybody they know.”

To this point, the same Harris Interactive Study found that 60% of respondents said the main reason they would recommend a company is outstanding customer service.

Here are the six secrets from the world of celebrity that will get your customers buzzing about you.

1. Give Them a Red Carpet Arrival.  When a celebrity arrives for a movie premiere or a charity function, it’s a big deal! There’s a red carpet. There are photographers. There are hundreds of fans lined up, shouting their name and begging for a chance to spend even two seconds with the star. When the rest of us arrive at a place of business, we’re lucky if we can even get someone to acknowledge us. Treat your customers like stars by showing them you’re glad they came. Look up, smile, walk out from behind the counter and greet them. Most people don’t need a fancy carpet or paparazzi – just eye contact is enough!
   
2. Call Them By Name.  Motivational guru and author Dale Carnegie said that when you remember someone’s name you “make them feel important.” Remember your customer’s name and use it each time you see them. Make it a top priority, and you’ll find remembering names easier than you think. You can also find unique ways of using someone’s name. For instance, High Point University welcomes all expected guests with their own parking space designated by a sign bearing… you guess it… their name. Some restaurants name dishes after famous people. What if you named some of your products after your best customers? Now that’s the star treatment.
   
3. Remember and Refer.  Aside from their name, remember other details about your customers as well and refer to them. When one grocery store manager recalled that the “grumpy lady who comes in on Wednesdays” had been to Chicago to visit her daughter, he asked her about the trip… and made her day! Now, that once grumpy customer seeks the man out with a smile on her face whenever she comes into the store. It doesn’t take much to make ordinary people feel special. Just pay attention.
   
4. Cater to Their Personal Preferences.  While your customer may not be as picky as the celebrity who wants all the brown M&M’s taken out of his candy dish, everyone has their likes and dislikes. Surprise your customer in little ways and let them know you are paying attention. In his former career as a banker, Author and Speaker Dave Timmons earned the business of a prospect after he tossed him two baseballs signed by the members of his grandsons’ favorite sports team. One hotel dining room supervisor heard a guest say that she enjoyed blood oranges, so he secretly had a few brought up to her room. Delight people in this way and you and your business become unforgettable.
   
5. Give Them SWAG!  At every awards show celebrities walk away with gift bags filled with products and paraphernalia worth thousands. There is a reason why people line up – and even pay good money – to give their goods away to celebrities via the swag bag. When the superstar wears or uses their product, it creates buzz. When Katrina Campins, star of the first season of The Apprentice wore a watch on the show that was give to her by Jacob the Jeweler, she was swamped with calls from men wanting to buy one for their wives. While your customers may not have the platform that Katrina had to show off your product, when you give them something for free they will talk about it. Just watch how much press Ben & Jerry’s gets next time they hold a “Free Cone Day.” What kind of swag can you give your customers to get them talking about you?
   
6. Be Extraordinary… And Then Some.  Make a commitment to be remarkable in every way that you serve your customer. Be the first one to respond. Have the widest smile in the room. Call everyone by name. Constantly be on the lookout for little ways that you can make your customer feel like the most important person in the world. When you do, you will find yourself not only with a customer for life, but with a raving fan that will go out and spread the word about their incredible celebrity experience.

 www.cantsucceedwithoutit.com

Clutter: The Epilogue

by Jeff Zbar

 

My desk still often remains a bit cluttered. But I’m not anal about keeping a “clean” desk during the work week. I know where stuff is, can find it rather quickly, and spend Fridays cleaning my desk. Besides, people with spotless desks during the week scare me. 

I guess this is hereditary. My dad had a sign in his office, “Please do not straighten out the mess in my office. You’ll confuse me and screw up my whole world.” Like those who believe a little dirt is healthy for kids, a little clutter reveals a busy mind – as long as there’s no dust atop the clutter.

The essential component to any effort to knock back clutter is to Create a Process. Don’t just shred, but know what’s to be shredded when it arrives. Don’t just create Folders in Outlook. Know what those folders are to be used for – and base your folder-making decision on your actual habits.

If, as Aristotle was believed to have said, “Excellence is not an act, but a habit,” Make Excellence in De-Cluttering a habit as well.

www.cantsucceedwithoutit.com

 

The Art of De-cluttering & Organizing the Home Office

by Jeff Zbar

I received this query recently: “What should people do with that cluttered, paper-filled home office?” My advice… Ditch the paper. Go digital. Scan documents. Receive all bills (corporate and personal) via email. THEN, clean up digital clutter by creating ‘folders’ in Outlook or gmail or any other email program. Digital clutter is as bad as the paper kind.

- Set aside a day every month or three to cull your paper detritus. Clean out old files and folders (the paper kind). Ask yourself, “Can I find this online?” If so, ditch it. My motto: “The more I can piss off the garbage man by having one or more cans filled with stuff removed from my office, the better I’ve done my job” (I tip them generously during the holidays, so I don’t feel too badly).

- Don’t just ditch. Shred. Any document that has personally identifying information – name, address, credit card number, Social Security, Driver License, etc – gets shredded. My Fellowes PS-77Cs shredder is a fixture in my home office.  As a work-at-home dad, I’ll make a pile and let my kids do it. They seem to get some vicarious thrill running things through the shredder.

- Create an Organizing System. It’s not enough to put papers in folders in a file cabinet. Create a system for filing. Even filed papers can become clutter. I subdivide larger topics into more manageable ones (e.g., “House” folders include separate ones for Insurance, Repairs / Renovations [large renovations or projects get their own folders], Home Taxes, etc.). This goes for digital / email folders, too.

- Create a system for MyDocuments. See Create a System above. My larger clients may have sub-folders beneath a master folder to better organize or handle projects. Some are for specific projects, another is for general correspondence. Divide and Conquer.

- The standard philosophy always applies: Touch Mail Once. Before mail enters the house, I’ve culled the junk (if it’s a credit card app, I shred it first). I also registered with the FTC-backed Do Not Send list for credit cards, and the Do Not Call Registry. Calls can be as cluttering on the mind as paper can be in the house. Once mail’s in the house, I put it where it belongs – in the respective family member’s room, or in the to-be-paid pile. I also pay bills electronically almost immediately upon arrival, and then shred the bill. Some people keep bills, but they’re all available online – if you’ve set up online service with the particular vendor or utility.

- Touch Mail Once (the caveat): Don’t just toss mail onto your spouse’s desk – unless you prefer to tempt fate. Instead, discuss where your spouse would like the mail placed – on a desk, in a stack, on YOUR desk if it’s a bill and you’d normally handle it anyway.

www.cantsucceedwithoutit.com 

Is Your Content Helping or Hurting Your SEO?

by Stebbins Media

 
Casting the blogging net far and wide to attract customers (and hopefully conversions) to your website sounds like the best thing to attract new visitors. It seems almost logical.  

Unfortunately this is also the way to turn off potential customers.   Improving your content can in turn improve both  the website ranking and customer conversions.

Think of it as if it were a canvas and you are the artist. While you could use every last color and brush at your disposal but think about what the of that would look like.  It would very likely be a muddied and confusing mess.  Scaling down however, and carefully choosing the palette and tools carefully instead can turn it into a work of art.

Now, apply that same school of thought to your blog’s content.  A visitor that may search for something and wind up on your website is only as good as what they may have searched for.  If your business sells e books about electronics, but if a visitor wound up on your website by searching for pluming advice, it’s not going to do you any good what so ever.  It is doubtful that  they will wind up purchasing an e-book on a completely different topic.

Having a well-defined niche is important and occasionally it is okay to mix up the topics, but  writing about a more narrow area will attract those specific visitors to your website.  This is one of the most basic lessons in SEO, and it’s also one of the most useful.  

Simply by casting a smaller net you in a defined area will attract more of the visitors you are looking for, and you have a better overall chance at turning those visitors into customers.


www.stebbinsmedia.com

Maximizing Your Web Presence

by Reuben Estrada

 In today’s rapidly changing world of technology it is easy for business owners to get lost between SEO (search engine optimization), Social networking, Blogging, and Website management. Far too often, when coaching a client I learn that they are confused as to what to spend their time and resources on and often find them doing nothing. No Social Networking strategy in place, not changing their SEO plan and worse of all, no clear strategy for their web sites. “Far too many strategies to learn about and work on while still running my business” is what I hear from the business owner. “What should I do?” I am asked.

Well, I have always played by the simple rule of “Begin with the end in mind”. How does that apply to this situation you may ask? Simple; the end with any and all of the strategies above is to drive traffic to your web site. It was reported recently that 80% of all purchases included the buyer visiting the sellers web site, be it a restaurant, furniture store or car dealership. I do it. My wife and I are driving down the road and I get the craving for some Susi. I turn on the Google Places finder on my Andriod and look for Susi Restaurants in the area. I check out their web sites from my phone and quickly select the one I want to eat at based on what I see. I may have selected the worse of all restaurants, but they had a good web site. So I tell my client, “Let’s take a good look at your web site. Then we will design the plan to drive traffic there.”

First of all you must decide what you want your web site to be. There are three general types of web sites and one of them will be best suited for your business. Your job is to decide which of the three your business needs then build you web design and strategy around it. Here are the three;

1. Customer Focused:  This web site is rich with tools and information for Customers to access when doing business with you.  It may have industry or trade specific information, company credentials and certifications, product or service use videos and a “log in” for customer to check on their order or history of purchases.  Although these web sites may have access for new visiting potential customers to get more information, or even make a purchase, the overall strategy of the site is to serve a current customer base. A good example of this is any of the Verizon web sites. When visiting their site one will find hundreds of links for “How to” with Verizon; however, on these same customer service pages Verizon is advertising their newest phone, new service packages or other special deals.

1. Resource or Information Focused: Some web sites exist simply to offer information or to be a resources, or repository, of specific information. They do not have very little customer benefit information nor do they have a sales component to then. They are primarily a place to go to learn something specific about a company, organization or industry.  As you are reading this you may be thinking to yourself, “Why would Ruben even mention this type of site strategy. I am a for profit business that needs customers and sales, not a “Resource” company.” Here is why. Far too often when visiting a customer’s web site we discover that the site does a great job providing information about the company history, its accomplishments and credentials. There are pages after pages of “how we do this” and “How we do that”. In fact there may even be a full page just about the owner. Nice head shot, great bio and fascinating story. Good INFORMATION about the company and an excellent RESOURCE if someone was doing a autobiography of you and your business. But when it comes to customer service or driving sales to your business, “who cares about your bio”?

1. Sales: A web site designed to drive sales, or leads, to your business answers this question on the home page; “what was the visitor thinking when they typed in the key search words to find me?” For example, if I own an auto body repair shop and someone types in “Auto body repair” I can pretty much assume they have been in an accident, are a bit distressed, maybe even hurt or angry and want rapid response. So I may load the top of my home page with the words “CALL US AT 909.444.2222 FOR GUARANTEED 5 MINUTE RESPONSE”.  Then I would follow that with more information that caused the buyer to trust my business capabilities focusing on prompt service, ease of transaction then our capabilities. A Sale’s focused web site has “Contact us” buttons flashing on every page. Local phone numbers are easily visible above the fold on every page, not hidden in the top ribbon or below the fold where the visitor has to scroll down to find it.

So, beginning with the end in mind here means to build a web site strategically designed to serve your desired visitor, not to server your ego. If you are still lost as to what to do next after reading this article, get some guidance by calling a professional business coach at EstradaStrategies.com.

6 Signs a Small Business is Ready for a CRM

by Joseph Manna

There are times when keeping Post-It notes doesn’t cut it for sales tracking. And there are times when using a solution like Salesforce is overkill. To help put things into perspective, here are six signs your business might be ready for a small business-grade CRM solution.

1. You can’t easily add people to your marketing database.

When a new prospect is in your hands, how do you add them to your database? Is it in your email app? Is it in your Outlook? Is it a text file? Using disparate solutions like a separate email system mailing list or lead management system, you will face challenges later. If you don’t have a consistent and scalable method of adding people to your marketing system, it’s time to invest in a CRM solution.

2. You can’t tell where people are in your ‘pipeline.’

Ask any salesperson and they’ll admit to you they hate cold calling. Make their job easier by delivering them hot leads that are ready to buy and have their basic questions answered. If you can’t differentiate between a cold lead and one that’s ready to buy, it’s time to get a CRM.

3. You want to send a promotional offer out to people who are warm leads, but can’t figure out how.

Most CRM solutions available today require you to build a custom integration for sending emails. This causes frustration when you want to send a targeted offer to folks at the right time. If you’re using a CRM, make sure it’s easy and simple to send marketing messages from it without needing to call a software engineer.

4. You are unable to associate which lead generation activities are resulting in sales.

The old phrase in marketing, “I know that half of my advertising budget is wasted, but I’m not sure which half,” can be addressed if you have accurate tracking on leads and sales. If you’re not tracking your marketing activities with every contact, you’ll have more difficulty making informed marketing decisions later on.

5. Your sales team finds it difficult to quickly access prospects and update them.

As a business, you want your salespeople to educate and sell – not waste valuable time messing with your software solution. Your salespeople should see their lead nurturing and tracking software as the conduit to their success and not a barrier.

6. Your data is not accessible remotely.

If your customer database is on your hard drive, it’s time to put your data in a service that is reliable and takes necessary steps to secure data (such as PCI Compliance). In the event of data loss or theft, think about how you would recover? Most web-based CRM providers offer solid reliability and data integrity that you can rely on.

There are plenty of options and as you graduate from a basic CRM solution to a more robust one. Ideally, you want a CRM that will grow with you – and not hold you back. To get a better idea about how we can help your small business, sign up for a personalized demo on how Infusionsoft can help your business.

www.infusionsoft.com