I was preparing to talk to a group of managers today, and I started wondering what makes a good manager.  I'm not talking about the CEO of a company or an inspirational leader...just a good mid-level manager (although that's not to say managers can't be effective leaders, but there is a difference).

Here are some questions I jotted down to help these managers assess their own management situation.  Do you think these are good self-assessment questions?  Are there others you think I should ask?  As always, I sure appreciate your feedback!

1. Do you have good listening skills?  In other words, do you do more listening (and listen FIRST), or do you do more talking (and usually talk FIRST)?

2. If I asked your people what was expected of them, would they be able to tell me...and would they all be on the same page?  Are you setting clear expectations?

3. What do you do (if anything) to recognize great achievements...or great achievers?

4. Do you talk to other managers regularly (about work-related stuff as well as casual conversations), to see how others are dealing with challenges and implementing solutions?

5. Do you treat EVERYONE (literally) with courtesy and respect?  Do you treat everyone consistently (i.e., avoiding favoritism)?

6. Are you an expert in the technicalities your people need to know?  Can they lean on you for education, guidance and help?

7. Can any (or all) of your people replace you?  If the answer is NO, then you're not empowering them.  If the answer is YES, then you're an amazing, self-secure manager.  If the answer is "why would I do that...I'll be out of a job", then you're sabotaging yourself, your people and your company.

8. Do you meet with your people regularly and in a MEANINGFUL way?  Or do you have meetings because they're required, but you'd just as soon be playing solitaire.

9. Do you treat your people and your job as if you were the owner of the company?

10. Have you EARNED (deserved) the respect of your people?  Or do you try to be "friendly" by giving in or avoiding conflict? 

I've worked in small towns and some of the biggest cities.  I've worked with solopreneurs and large businesses.  I've worked with experts in finance, law, photography, technology, journalism and entertainment.  The variety of ways people express themselves, create businesses and make a living (hopefully) is countless.  But there are amazing consistencies with such diverse (but successful) businesses.  These include (but are not limited to...that's the lawyer in me) the following:

1. Time management. Successful business owners, actors, artists, entrepreneurs, CEOs, even tech geeks all seem to use time to their advantage.  Without getting too academic, I've found two keys to better use time:  (a) plan your day the night before (this gives your subconscious noggin' time to think about how to make things happen) and (b) ask yourself "What's the best use of my time right now?" and then DO IT!

2. Attitude.  Successful people have the right attitude.  No, I don't mean being eternally optimistic or controlling the universe with a simple thought.  I mean taking a fair assessment of your abilities (not what you do but what you COULD do with the right drive, training, team, etc.) and creating a vision of what you want to accomplish with those abilities.  Your attitude can inspire you and others around you...or it can drag you down (along with those around you).

3. Do something.  I think it was Jim Rohn who said "You're not a tree...move!"  Get off your butt (literally and figuratively) and make things happen.  One of my favorite things to tell people is "Do something, even if it turns out to be wrong."  I'd rather act and fail (*gasp*) and learn, than simply watch life pass me by from the safety of my couch.

4. Never stop learning.  Do you think the best actors stop practicing or learning?  Do you think the best CEOs stop reading or writing or taking seminars?  Did you ever play king of the hill as a kid?  You can't climb and claw your way to the top, knocking down your enemies, and then just perch atop your new kingdom without having to defend your position.  If you want to be the best, it takes effort.  If you want to stay the best...guess what?  It takes effort.

5. Take risks.  I'm not talking about being a fool...unless that's what you need to get out of your comfort zone.  I'm talking about taking chances that you believe will propel your life and your business forward.  Even if you fail (which happens), you are still propelled forward with new understandings, new knowledge, new drive, new determination.  If you're running and you trip, at least your momentum keeps you going in the right direction (have a first aid kit handy).  Risk is like sky diving.  The first time I jumped, I was thrilled and scared and nervous, but I trusted my instructor, my parachute and my preparation.  Do enough homework and preparation to increase your chance of success, but don't overdo it or life will pass you buy.  In business, there is no such thing as "the perfect time".  There is always risk.

Finally, never rely on luck (unless you ascribe to the idea that luck is where opportunity and preparation meet).  Rely on YOU and your drive, determination, abilities, talents, time management, attitude and all that is in you.  Best of SUCCESS!

THINGS TO REMEMBER WHEN DEALING WITH OBJECTIONS:

•1.       Objections are GOOD and you WANT them!  Objections are just QUESTIONS that you haven't answered yet (or haven't answered completely).  Do not have an "overcome objections" mentality.

•2.       The best way to handle objections is to LISTEN carefully, ASK more questions (so you completely understand the objection), then ANSWER honestly.  Be real, not scripted.

•3.       Your ENTHUSIASM and CONFIDENCE will help you successfully respond to objections.  (Who wants to buy from someone who sounds bored or uncaring?)

•4.       ANTICIPATE the most common objections (by listening carefully) and answer them before they come up.

•5.       Remember what sets YOU apart from the competition and don't be ashamed or afraid to say it (but do it in a positive way, not by bashing the competition).

•6.       Always remember your role as a sales professional:  to help the prospect make the right buying decision.  If you are HELPING them, you'll always have the right answer.

•7.       Don't be a dud.  Emotions are allowed (even encouraged) from you and your prospect.  Humor is OK too.

•8.       Focus on BENEFITS over features.  If you don't know the difference, stop talking to prospects until you know.  (Hint:  FEATURES are things, BENEFITS are the "why do I care" about those things).

•9.       Objections are great opportunities to CLOSE THE SALE.  Once you've addressed the prospect's concern properly and completely, CONFIDENTLY ASK for their business.

Finally, don't be afraid to use the FEEL FELT FOUND method of handling objections.  It works if you incorporate all these other tips.

This news story from Idaho is a tragic reminder that you should protect your head when biking.  In this case, the biker struck the side of a truck and died instantly from head injuries. Don't let your onboard computer suffer an unnecessary injury just because a helmet might mess up your hair or doesn't match your outfit.  News story: http://www.2news.tv/news/local/82393677.html

Here are a few practical tips on using Social Media and Social Networking (from a panel presentation I gave yesterday to about 150 in-house lawyers in Los Angeles):

1. If you think Social Media (Facebook, Twitter, etc.) is only for 12-year-old girls or teens, you're wrong.  If you're an [insert your profession or vocation here, such as Realtor], it can help you build a great network.  If you're an attorney, you MUST understand social media to effectively advise your client on a myriad of issues.

2. Social media is very "conversational", and therefore it's easy to write something that you may regret later.  I suggest taking a few seconds before you post ANYTHING online.  Consider what you're posting and who could read it ("could" is a whole lot more than you might think at first).

3. All the same rules still apply.  In other words, the risk of a lawsuit isn't diminished just because you might have done something online in the (wrongfully-presumed) privacy of your own limited network.

4. You can't unring the bell.  Once you post it, it's out there for the world to see.  See #5 for more wisdom on this subject.

5. Sarcasm doesn't translate.  You can be creative and funny and sarcastic and full of nothing but love for your fellow onliners, but your good-natured sarcasm may not translate online...so if you are the sarcastic type, find a way to let people know you're being sarcastic (you could be very upfront about it and put "insert sarcastic tone here" or something similar).

6. Know what you're getting into.  Social media includes Twitter, Facebook, LinkedIn, and thousands of other sites.  Take a minute to learn about the product you're using, who uses it, what its privacy settings and defaults are, what you can control (and can't control), etc.  Know what's beneath the water before you dive in head first.

These are just a few common-sense ideas that will help you enjoy your experience as a social networker.  Feel free to add to the list and I might repost later with everyone's ideas.

I don't have a lot of experience with the purchase or sale of mortgage or real estate leads, but I can tell you in the insurance industry, insurance leads work (my present client is www.insuranceleads.com, a leader in the insurance leads industry, so I know from direct experience the fantasticness of using leads).  But there's a catch to using any kind of leads (isn't there always a catch?).  Here are the top 3 secrets (shhhhh) to using leads effectively:

1. MAINTAIN A SENSE OF URGENCY.  "Exclusive leads" sound really cool, but the reality of the internet, referrals, social media and word of mouth make "exclusive leads" illusory.  Whether they're supposedly exclusive or not, it is in your best interest to make contact QUICKLY!  If you're the second, third or fourth to contact a lead, do you really think your chances of closing a deal are as good as if you're the first?

2. KNOW WHY YOU MATTER.  This is often referred to as a USP (unique selling proposition).  If you don't know what sets you apart from the competition, you'll never be able to impress your prospect.  In a world where information and resources are within easy reach of your fingertips, you MUST (yes, in ALL CAPS: MUST) be better than average to do better than average.  If you do something magical that everyone else does (or claims to do), you don't have a good USP.  The most overused and underwhelming USP is "excellent customer service".  Zzzzzzzzzzzz.  Who doesn't say that (although not everyone who says it actually provides it).

3. ABC.  Yes, it's dated advice, but ALWAYS BE CLOSING.  Here's the updated twist to ABC:  If you're focused on helping your customer make the best buying decision possible, then you will be focused on providing real value, explaining your products and services properly, listening intently and all those other good things you hear about from sales traininers.  Guess what...all those things lead to the close.  The close isn't necessarily to line your pocket with their money, but to help them make the right decision...and if you know you're the best, then closing is to HELP THEM, which in turn helps your bottom line.

Now go knock 'em dead.  Try using leads (from a reputable company) but don't forget that leads are AN OPPORTUNITY, not a sale.  You still need to bring your A-game to the leads and show them why they deserve to be your client/customer. 

Want an easy and sure fire method to improve your customer service?  Become a student of life.  If you're observant, present and willing to learn, life can be a fantastic "coach".

Consider every customer service interaction a learning opportunity.  Whether you're on the phone with AT&T complaining about their lousy coverage, or at the movies buying popcorn, be aware of the service you receive.  Was your experience positive, negative or neutral (in my opinion, neutral goes into the negative column...if it's not memorable for the RIGHT reasons, it's not positive and therefore it's negative).

Here's an almost irrelevant experience that made a significant impact on me.  Driving to San Diego a few weeks ago, I took a toll road.  The toll booth operator was there to take money and make change.  Not much you can do for "customer service" there, right?  Well this particular toll booth operator gave me such a warm and caring smile (notwithstanding the weather was pretty lousy) and wished me a happy day.  That reminded me that ANY interaction with my clients or prospects should be done with a happy, helpful and grateful attitude.

Next time you have a customer service experience (as a customer), consider what went right, what went wrong, and what you'll do to learn from your experience.  Being more aware will make a world of difference when you're on the business side of the transaction.

I'm helping a client determine how best to measure involvement in social media from an ROI perspective.  These are some of the links I've shared...and thought they'd be useful to you as well.  It's one thing to be in social media (blogging, tweeting, etc.) spending your time conversing with people.  It's quite another to be making money (even if only indirectly) from your time and energy.  I hope these links help:

http://www.youtube.com/watch?v=ypmfs3z8esI (SM stats...food for thought) 

Look at this short article for some ideas how you might start to quantify SM better.  Perhaps special offers that are ONLY available through SM channels might be a start.  Monitoring for customer complaints is also a good idea.  http://www.seomoz.org/blog/is-social-media-roi-unmeasurable

http://www.pamorama.net/2009/12/21/measuring-social-media-roi/  This excellent article contains the above video and another excellent videom, as well as text that I'm sure you'll enjoy reading.

Best of success!

The blog below was posted today (but seems a few days outdated and also has its comments disabled).  I wanted to comment, but can't...so I'm creating my own and if you want to add your thoughts, feel free to do so. 

Having dealt with RESPA for many years (as an attorney, not a lender), I have come to realize that the protections offered to consumers are great concepts, but the reality is most consumers don't know or understand RESPA, and we complicate things exponentially by having so many required disclosures and forms that the consumer often ends up confused and dazed (or often just signs the docs without even considering reading and understanding things).  In my opinion, real mortgage reform would simplify and clarify the process, not add more confusion, more rules and more disclosures.  Do you think RESPA helps buyers make better-informed decisions?  Do you think unscrupulous lenders and other service providers still find creative ways to market and "pay" for referrals dispite RESPA's kickback rules?

Here's the blog post I referred to earlier (comes from http://activerain.com/totalmortgage)

RESPA Regulations to Take Effect January 1

Happy New Year! Originally enacted by Congress in 1974 to offer mortgage borrowers with enhanced disclosure of closing costs, RESPA (Real Estate Settlement Procedures Act) essentially eliminates any kickbacks and referral fees associated with a mortgage loan. Published on November 17, 2008, the U.S. Department of Housing and Urban Development (HUD) has scheduled the new RESPA regulations to take effect on January 1, 2010, just three days from now.

The new RESPA guidelines will require mortgage originators to provide a standard Good Faith Estimate (GFE) to their borrowers that clearly discloses the terms of the mortgage loan, as well as all closing costs involved. In addition, the new RESPA guidelines will require all closing agents to provide a new HUD-1 settlement statement to the borrowers.

For borrowers, RESPA will help them make better-informed decisions, whether they are purchasing a new home or refinancing their existing home. Enforced by HUD, RESPA will require that mortgage loan borrowers receive important disclosures at various stages of their transaction, from the beginning of the loan process to the end. As a consumer protection statute, RESPA outlaws any kickbacks that can increase closing costs.

-Robert Hyder

I like to be a positive person.  I teach my clients (mostly sales professionals and small business owners) to look at things in a positive light.  For every complaint, struggle and frustration, there's an opportunity for growth and improvement.  I could go on...but the purpose of this blog posting is to change directions a bit and encourage a small amount of healthy cynicism in your life.

I was on Twitter earlier today browsing useful business topics and corresponding with the Twitterverse, when I happened upon this post from @larsonllc:

Wow, I thought!  $87 per hour.  And this is from one of my followers, so it must be legit, right?  (I generally try to follow reputable people, and routinely unfollow spammers or people trying to reach into my wallet without providing value or useful conversation.)

I followed the link, and it lead me to a "news article" that looked legit (after all, the heading is "United States News Daily"):

...but the more I read the more skeptical I became.  It started sounding like a sales pitch, which is never really a good thing for a legitimate news story.  Then I hung my head in shame and embarrassment as I read the small print under the "United States News Daily" banner, which reads "This publication is an article advertisement for Fast Profit From Home":

From this experience, I'm reminded that the internet is not only a great source of information and collaboration, but it's also a breeding ground for greedy, unethical and opportunistic creeps to prey on anyone willing to click...

Just be careful what you read, and make sure you keep a healthy dose of cynicism in your life.  Don't let the unethical conduct of others turn you from being an optimist or from looking at the bright and positive side of things...but also don't let yourself be a sucker!  Read the fine print, be skeptical and don't automatically trust those you don't know (or whose motives you may not understand). 

Finally, for those who like to do internet advertising, hopefully this will inspire you not to cross that line from effectively getting people's eyeballs on your message to being dishonest and unethical.