September 2010 Archives

Turning Your Business into an Art: From Commodity to Classic

By Victoria Labalme on September 26, 2010 10:32 AM | No Comments | No TrackBacks
       If yours is a commodity industry -- and let's face it, so many are these days -- how can you turn your business into an art?

       The world is in need of people who are operating not just with the bottom line in mind, but with real craftsmanship.  People who are not just "trying to get it done" but who are going beyond the norm in small creative, ways.

       In Sweden, on a tiny island just outside Stockholm, a carpenter/craftsman built this deck and stairs, cutting the wood to fit with finesse around the stone.

Sweden - Stairs.JPG

Craftsmanship - Steps & Stones.JPG
       Look at that fit. That's what you could call a serious custom job.

       Whether you're working on your presentation or communication skills, your consultative sales skills or a company update, how can you create a customized experience for your team, your clients or your audience so that it's not just a one-size-fits-all event, but one that is tailored so specifically that people in the room know that this was a special experience designed just for them.

       It's this kind of detail and attentiveness that gets your name passed around. The carpenter whose work is featured here is busier than any other in the area.

       If you want more income, put your focus on the art of your business. And watch what happens.

(c) MMX Victoria Labalme Communications, LLC. All Rights Reserved.

FIRST MOMENTS - THE CLIENT EXPERIENCE

By Victoria Labalme on September 5, 2010 2:15 PM | No Comments | No TrackBacks

WHAT'S THE VALUE OF A VALUE IF IT'S NOT PART OF THE FIRST EXCHANGE?


I arrive at the headquarters of a Fortune 100 company, dressed in full, elegant high-end business attire. The guard at the front door steps out from behind his wooden podium to block me. "Can I see some ID?"


           Nice greeting. Imagine if his opening line had been, "Welcome to XYZ company. For your security and to keep everyone here safe, may I see your ID?" Big difference.

 

This, however, is not his fault. It's likely that his orders were, "Stop people and check ID."  But what percentage of people coming into this building (and yours) are actually interlopers or terrorists?  If the significant majority of those entering your environment are either employees of the company, consultants who contribute to your company's success, or clients and prospects who are ultimately writing your paycheck, wouldn't it be worthwhile to have the standard opening line be one of welcome?

 

Your front door is not a border crossing, and if your company has "humanity", "community", "client focus", or "world class service" as a top value, why isn't this value part of the first exchange?

 

What's the value of a value unless it shows up in all interactions, especially the FIRST?


* * *

In my keynotes, communication skills & presentation skills training events, I work with clients on their intention.  What's the "Through Line"?  This is important because Intention (your Though Line) affects behaviorSM

 

Let's look at the guard's intention. It was something along the lines of,

 

Intention A:  Block & Check ID.

 

But imagine if it had been...


Intention B:  Welcome & Confirm ID.

 

Intention affects your tone, your delivery, the words you use and the feeling generated in the person to whom you are speaking.

 

  • What's the intention of your front office staff and security team?
  • What's the direction you give them for reacting to someone coming through your front door?
  • Are your organization's values made manifest and readily apparent in the very first live, in-person exchange someone has with your company?

 

Hmmm. Maybe it's time to go talk to your security desk.


(c) Victoria Labalme Communications, LLC. All Rights Reserved.

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