Sandy's Blog

Tagged by Melissa Marro

2008-06-22T11:48:27Z

1. Who is your favorite musical artist? Harry Connick Jr.,Van Morrison, Kenny Loggins, The BeeGees (yes, I am admitting this)....is this dating me or what?!

2. Who is your favorite artist? Betsy Buckner's (local Evergreen, CO. artist) animal paintings

3. Who is your favorite blogger? A tie: Melissa Marro and Elaine Manes

4. If you could meet anyone (alive or dead), who would it be and what is the most interesting thing about them? Tiger Woods...how he is able to focus so completely on his goals, continually finesse his skills and be so charismatic doing it.

5. What did you want to be when you grew up? A television personality.

6. What is the most interesting piece of trivia you know? It's about one of my favorite things---champagne! One of the primary grapes used in the making of champagne is Pinot Noir, which is a red (or black) variety of grape. The interior of a Pinot Noir grape, however, looks very similar to a green grape. When its juice is extracted, therefore, it will look the same as a white wine. Thus, much of the finest clear champagne in the world comes from red grapes.

7. If you could live in any point in history what would it be and why? Now---I believe living in the present IS a present.

8. Most interesting job I ever had: As a hotpant wearing flight attendant for Braniff International for 12 years---in the days when flying was still special. People dressed up; gourmet meals were served; and both flight attendants and passengers were pleasant. Best part was how easy and almost-free it was to fly anywhere around the world.

Who's next? Renee Pratta and Elaine Manes!

Realtor Relations

2008-06-16T13:08:13Z

Building relationships with real estate agents is a great way to increase your client base and your bottom-line. How? Agents can promote your staging and redesign services and you can help agents get more listings and sell them faster---a win-win for everyone!!

More reasons to build relationships with agents:

They are master networkers who are constantly in touch with people who can benefit from your services.
They are dynamic marketers and branding experts who can help take your business to the next level.
They are powerful referral sources---prospecting for potential clients is an ongoing activity for them. They can tell more people about you.

You may not know the best approach to take when getting front and center with real estate agents, because:

It is difficult to get their attention
They may not fully understand staging
They may not see the value of staging services
They are reluctant to spend money on staging services
They don't know how to explain staging to their clients

The solution is to:

Understand the real estate world and the challenges that agents face
Use a creative approach to building relationships with agents
Promote the benefits of staging in benefit-rich language. WIFT (what's in it for them)
Always bring value to the table---be a resource, offer options.
Be consistent, persistent and patient!

Tip #1: Inside Info

Why staging benefits agents :

Value-added staging services help differentiate agents from their competition---gives them the edge when soliciting listings!
Staging helps to showcase their listings so they stand out from other properties in the same price range---it's an advantage that helps properties sell faster!
Staging helps eliminate distractions in their listings so potential buyers can picture themselves living there---it helps get top dollar for the home!
Staging helps sellers get a head start on their move by assisting with pre-sale packing.
Stagers wear the 'bad guy's hat' and be the one who advises the seller about organizing and minimizing issues---a relief to the agent

What concerns agents about recommending staging to their clients?

They don't' want to offend, embarrass or anger their clients.
They want to feel confident that their clients will be treated courteously.
They may be uncomfortable or uncertain how to explain the purpose and benefits of staging---they are not sure what words to use.

Tip #2: Functional Forms

Where to Meet Agents:

What organizations do they belong to?
What committees are they on?
What charities do they promote?

Make a commitment to actively get involved in your local association of realtors----join as an affiliate. You can attend the first luncheon as a guest. If you know an agent, ask if you can attend together.

Get Involved

Attend events and luncheons on a regular basis-be consistent and get noticed!
Volunteer for a committee---membership, education or social events committee.
Offer to be a luncheon speaker
Exhibit at Real Estate trade shows, rallies and conventions
Attend local association of realtors events/luncheons
Attend Real Estate Education Classes---most are open to the public
Visit Open houses

Most agents have web sites. Read about their philosophy and discover important data regarding their credentials, awards, personal interests, etc. This information provides a great icebreaker---it gives you something to talk about---you may find you have common interests.

The more real estate agents see you in their arena, the more you will be taken seriously, considered a professional and trusted!

Courtesy and Protocol

Get to Know the Gatekeeper! The receptionist is a valuable resource and oftentimes determines what information can go in agents mailboxes.
Confidentiality is of utmost importance. Do not pass on information that an agent has shared with you ---to anyone.
Don't drop in and expect an agent to agree to see you---make an appointment.
Only send information that is beneficial to their business
Find out their preferred method of being contacted---most prefer email or written communication

It doesn't happen overnight

Doing business with real estate agents takes planning and requires patience. You must do your homework and determine the most effective ways of getting their attention. Your marketing materials and your words must align with the most pressing needs of agents, which is getting more listings and selling them faster.

"If you want to impress your clients, make written notes when they respond to your questions."

"Marketing is like banking. You have to make deposits before you can participate in the withdrawals." ---Byrd Baggett

Introductions & Media Kits

2008-06-16T13:06:56Z

If you're giving a speech or making a presentation, someone usually will introduce you or you will be asked to make your own introduction.

It's always better to write your own introduction because then you get to choose exactly what you want the audience to know about you.

A media kit is a collection of key information that conveys who you are, what you do and why the media should feel this information is significant.

It doesn't have to be fancy, but it does have to be clear, attractive and relevant.

Tip #1: OUTstanding INtroductions

The first few sentences of your introduction will set the tone for your presentation or program.

Start with your name, the name of your business and your credentials (certifications, years in the business).

Provide 1) the presentation title or topic; 2)give a short description of the topic and 3) why it's important to your audience.

Here's an example of an introduction for a real estate meeting presentation:

"Many real estate agents are challenged when it comes to explaining the importance of staging to their sellers. Clients are hard to come by, so naturally agents don't want to offend, embarrass or anger their sellers. How do you, the agent tell them what they need to know but may not want to hear?".

Follow that up with a short story or example relating to the topic:

"A few years ago, (your name) was brought in by an agent who had just listed an extremely cluttered and dated property owned by a couple living in their 'me-museum'---surrounded by an enormous amount of memorabilia and collectibles. It sold for the asking price with no contingencies the day after ( your name) staged it".

Conclude with a short expectation statement:

"Today (your name) is going to share with you the secret of how she successfully convinced the sellers about what needed to be done to prepare their home for sale AND how she helped the agent increase his business by incorporating staging services into his marketing plan."

Tip #2: Top 10 'Must Haves' for a Media Kit

Cover letter: short introduction of you, your company and a media kit contents list.Use a specific name to address the letter to, if possible.
Brochure or company information (services)sheet
Press release: Print on company letterhead to reinforce your company image/logo/brand (use the IRIS template on the web site)
Business cards (2)
Overview: your company's mission, history and specialty. Print on letterhead---one or two paragraphs max.
Biography and credentials
Photo(s): head shot; action 'on the job' shots
Client Testimonials
Tips Sheet or marketing flyer with helpful info that you provide clients
Articles written by or about you.
...and if you give presentations or seminars provide a list of topics that you have presented or classes that you offer.

Insert the above in an attractive, professional-looking folder.

NOTE: Proofread every element thoroughly to be sure the information is reliable and correct.

It's time for you to get --- Ready, Set, and Speak!

2008-06-16T13:02:51Z

1. The Finishing Touch! Accessorizing tips, techniques and secrets to success (take props for show and tell or use Power Point show).

2. Purposeful Placement: Capturing your essence. Using Themes and creating vignettes. Stunning Surfaces: mantels, table tops, shelves and display cabinets.

3. Ponder before you Pound: the where, why and how to hanging artwork.

4. Top Tables: How to set a memorable table.

5. Color Cues & Fabric Finesse: Choosing and coordinating color schemes and quick tips for adding color 'punches'.

6. Holiday Decorating: tablescapes; blending old with new; trees and wreathes.

7. Organized for Good: organizing your space...from clutter to closets to decor.

8. Secrets to a Sensational Room: Using what you already have to get the room you've always wanted.

Tip #1: Introductions

How you are introduced before you speak is an important factor in the impression you make on your audience. The introduction prepares the audience for what you have to say. If the people are not familiar with you, it lets them know that you are an authority or knowledgeable about redesign, staging, decorating, organizing, etc.

One way to make sure you are properly introduced is to give a written outline to the person doing the introduction or use simple notes when introducing yourself.

Prepare a 3x5 card with:

Your name
Your qualifications on your topic/subject matter: "Has practiced redesign (or staging) for 6 years."
Business information: "Owns ________, a redesign and staging business" . Include credentials, affiliations, etc. "Is a certified redesigner and stager and a member of IRIS, an international association of professional redesigners and stagers."
Title of your presentation

It is important to be properly introduced to the audience before you speak---whether you do it or someone else does . It prepares them for your subject and shows your credentials.

Tip #2 Room Set-Up & Pre-Presentation Checklist

Who is the point of contact( name and number)
Call day before to confirm all details
Be clear as to expectations and objectives of host or group: ask!
Clarify the time frame. Will someone give time-remaining prompts?
Prepare simple handouts (with yor contact info at bottom of each page
Parking: restrictions of any kind?
Arrive early to set up
Check that you have all equipment, cords, laser pointer and materials before leaving)
Will there be other speakers? If so, what is the order of presentations?
Ask permission to hand out materials, bring food, offer a drawing/giveaway, etc.
Will audio and/or video taping be permitted?
Can photographs of the speaker be taken while presenting?
Try to look at the presentation room ahead of time
Locate light switches and electrical outlets
Is a speaker chair, high stool, podium available for use?
Window coverings (may affect electronic presentations)
Temperature control location or ability to open windows
Fire exit location (is there a maximum capacity?)
Tables and chairs (enough?)
Seating arrangement (do ahead)
Screen
Projector or overhead
Extension cord
Easel and pad
Tape, notepad, pen
Are there any noise issues from adjacent rooms or the street?
Location of restrooms (in order to direct audience)
White board and markers
Refreshments allowed?
Clean up procedures; waste basket
Do you need extra CD, memory stick or transparencies?
Wear your nametag
Choose comfortable and professional clothing
Cell phone reminder(turn off or mute)
Camera (ask to take photos and have one taken of you presenting for your web site).
Photo board and Professional Photo Portfolio
Write company name, your name, website, title of presentation, cell phones off and break times (if applicable) on the board or bring poster paper w/prewritten info to put on the wall or easel
Sign in sheet to collect contact information
Name stickers or tent cards for attendees
Handouts/notepaper/pens (consider getting sponsors)
Greet attendees as they arrive and smile!
Bottle or glass of water, tissues and reading glasses (if necessary)
Take clock or time-remaining cards
Would props be useful for the presentation?
Address when questions will be taken (during or after)
Attendee name tags
Take plenty of business cards
Guest sign up sheet
Bowl for 'free service' drawing

Tips are tops...for promoting your business

2008-05-05T22:21:42Z

A tips sheet is a simple list of five to a dozen tips that tell people how to do something-usually how to solve a particular problem.

It is a simple and easy way to transform your knowledge of redesign, staging, decorating, organizing...or ANY topic, into
dynamic material for marketing, motivating, and making yourself memorable. A tips sheet not only helps sell your services and products, it boosts your credibilty and
establishes you as an expert in your field...PLUS the media loves them!

So why then do the most people shy away from this type of writing as a way of promoting their businesses? Commom excuses:1) it takes too much time 2) I don't know what
one in less than an hour!

How is that possible you ask? By utilizing the K-I-S-S(+s+s) principle = Keep it simple,short, succinct and solution based. Here are some tips on writing tips...

Finding the time:

If you can't sit for an hour (or less) to write a tips sheet, get in the habit of writing 2 or 3 tips per day...by the end of the week or sooner you'll have it done.
Join forces with someone else and use your combined ideas to create co-written tips sheets.

Identifying the tips topic:

People love reading about simple strategies and solutions...things they can do themselves. So your tips should be ways that you can:

Solve a problem
Share a creative idea
Overcome a common complaint
Identify an issue that perplexes people

Remember that people are intrigued and interested in anything that pertains to their home and surroundings...look at the popularity of HGTV and Discovery Channel
television shows, not to mention all the home-related magazines.

Tips titles and wording...

Discover how to or ways to...
5 Biggest Decorating Mistakes
7 Mistakes You Don't want to make when choosing color or selecting lighting...
Secrets to...
10 Tips to...
Top Tips for Creating the perfect Patio
Shortcuts
Strategies for...
Quick fixes...
Budget or No Cost solutions

What now? Ways to use tip sheets in your marketing

Add your tips lists to your website, in flyers, as handouts, for mailings and in your newsletter.

They are a powerful way to pitch to the media as they are easy to read and understand. Editors love them because they are perfect for a column insert or stand alone article.
Television producers use them as a screen enhancement to an interview and radio hosts find the tips format to be a great way to get information across to their listeners.

Quotes:

"To solve any problem, here are three questions to ask yourself: First, what could I do? Second, what could I read? And third, who could I ask?"
--Jim Rohn

"Don't find fault. Find a remedy." --Henry Ford

"Focus on remedies, not problems." --Jack Nicklaus

Your Professional Portfoli-oh!

2008-04-23T15:17:12Z

We all know that emotions sell and that ‘seeing truly is believing' when it comes to services that provide a visual impact. Using before and after photographs of your redesign and staging projects serves multiple purposes:

•§ It is a visual explanation of all the services you provide

•§ It helps build rapport when first meeting people

•§ It boosts the effectiveness of your presentations

•§ It generates a great deal of interest when potential clients can see a room transformed on the pages in front of them

•§ It validates your credibility and establishes you as an expert

•§ It serves as a great problem-solving tool when doing other projects

•§ It's phenomenal for creating visibility and for showcasing your business

Tip #1: Creating Your Professional Portfolio

•§ Print your before and after photos in color

•§ Preferable size is 5x7 for easy viewing

•§ Show examples of all rooms in a home (family room, dining room, bedrooms, etc.)

•§ Arrange both the before and after shots on the same page with labels "Before" and "After"

•§ When using more dramatic before and after examples, bullet point a few of the challenges and how you solved them

•§ Use an 8.5 x 11 nicely bound three ring binder for your portfolio

Add section separators with tabbed labels for each individual section of information you include such as: Credentials, Client Reviews, Before & After, Photo Journal and Articles & Tips

NOTE: Do not include homeowner names or addresses on any photos. Sample photo release verbiage:

Photographs/slides and/or videos made in association with the staging of my home are hereby released for possible use in the business materials, teaching seminars or educational classes, workshops and presentations of (insert your name and company name).

In the event that my home is selected for publication in a magazine, newspaper, website, or any other media opportunity, I understand that my name and address will be kept confidential. If my name and/or address are specifically requested, I understand I will be contacted first to ask my permission. (Have them sign and date.)

Additional Items to Include in Your Professional Portfolio

•§ Include any certifications, awards, affiliations, logos, seals that you have earned

•§ Add testimonials from satisfied clients (homeowners and realtors)

•§ If you offer other services, include short explanations of each---along with photo examples---if you offer artwork placement or accessorizing, show examples of your work

•§ Add articles or information promoting the benefits of redesign and staging---these can be written by or about you or from outside sources

•§ Show ‘on the job' photos of yourself doing a staging project or making a presentation

•§ Include a photo of you with your family and pets or participating in your favorite sport or hobby (this is terrific for rapport building with clients)

NOTE: Look at your photos objectively and assess whether they are the best candidates for inclusion in your portfolio of work. Do they clearly show the dramatic before and after difference? Have the photos been taken from the exact same position or is that difficult to discern?

Ask one or two others to give you their opinion.

Tip #2: Highest and Best Use of Your Portfolio

The best time to utilize your Professional Portfolio is whenever you get the opportunity to be face to face with clients or potential clients. Carry it with you:

•· To every appointment

•· When you attend luncheons or networking functions

•· Whenever you speak at a meeting or to a group

•· When meeting a potential client for coffee or lunch

•· If you meet with a media person

How Resource-FULL are you?

2008-04-16T11:34:27Z

re·source noun 1. Something that lies ready for use or that can be drawn upon for aid or to take care of a need.

Bringing value to clients can take many forms---from a full menu of helpful services, to impeccable follow-up and response habits to remembering special things about them.

There is another often overlooked offering that provides huge value to your clients AND establishes you as the ‘go-to' person----recommending resources to them when asked. When you recommend reputable resources that can fill the specific needs of your clients, you provide value to your clients, as well as create ‘top of mind' marketing opportunities with the resources you recommend.

Both you and your resources will gain from the mutual exchange of referrals in addition to opportunities for co-advertising to shared presentations and trade show partnering.

A perfect WIN-WIN scenario!

Tip #1: How to Build Your Recommended Resource List

Start with service providers like these:

•§ Moving companies

•§ Carpet cleaners

•§ Window cleaners

•§ Handyman/Repair Services

•§ House cleaners

•§ Art galleries

•§ Plumbers

•§ Electricians

•§ Tile professionals

•§ Countertop specialists

•§ Kitchen and bath professionals

•§ Yard care and landscape companies

•§ Furniture and accessory stores

•§ Painters

•§ Consignment stores

•§ Junk haulers

•§ Professional Organizers

•§ Minor repair services

•§ Pods or Offsite storage facilities

NOTE: When populating your Recommended Resource list, think about any home-related services that your clients ask you about or who you believe would be a good resource for your clients. Remember, these people are working with homeowners all the time and can be a goldmine for referral business!

Tip #2: Now What?

Take the time to meet with those you are considering recommending and familiarize them with your business and the services you provide. Do not make referrals unless you are confident of their abilities and work ethic. Refer people you have personally had an experience with or who someone you know has used.

If you do not know the resource, it's wise to check their references---your reputation is at stake each time you refer someone to a client.

Marketing Tip: If you are comfortable with a particular service provider, consider sharing client databases with them and start joint marketing---promoting both your services to your combined client lists.

Add your recommended resources to your database list and market to them along with your clients---as a reminder of the services that you can provide their clients AND to keep referring you.

Don't forget to say thanks. Whether it's a telephone call or handwritten note, show your appreciation by thanking referring sources for their confidence in you.

Important Notes
Always provide at least 2, optimally 3 recommendations to clients and not just one as it is important that they make the choice of provider that is the best fit for them. Suggested verbiage to add when recommending either verbally or in written format would be the following:
"We are making service provider recommendations based on the reputation of recommended providers. Clients are encouraged to do their own investigation to determine whether recommended providers or other providers would be the best fit for their needs or specific project, and are urged not to rely solely on the recommendations we provide."
Also, all fees should be paid directly by the client to the service provider. Do not accept referral fees from the businesses you recommend.

Feedback and Follow Up: Your Business Health Check Up

2008-04-08T07:25:44Z

Many of us believe we know what our clients think about us and the services we provide. We may even assume that if we don't hear from a client after we've completed a project they are perfectly satisfied with the service we provided.

Listen up! Naïve thinking like this can have a detrimental effect on your health of your business. How? Simply put--- you cannot be successful at what you do if you don't meet (and exceed) the needs of your clients. Therefore, two of the most important activities that you can do are following up after a client interaction and getting feedback after EVERY service you provide. In other words, finding out what your clients want and expect from you and if the services you provided met their needs.

So how do you find out whether your clients are satisfied clients? ASK them---either by phone, mail, email or face to face. And after you do, put their answers to work for you by making an effort to fix the things they may have complained about and implementing any suggestions or ideas they offered. Most importantly give them feedback that their answers were appreciated.

"People don't care how much you know until they know how much you care." ---John C. Maxwell

Tip #1 Project Evaluation/Feedback Form

I recommend leaving a Project Evaluation Form with a stamped, self-addressed envelope along with your invoice and thank you card after any service you provide clients

The primary reasons for using a feedback form are:

•§ It shows the client that you care about the quality of your service, as well as value their opinion.

•§ You may uncover some issues in your business that need to be addressed that will make you more efficient and effective.

•§ Client testimonials can be put to great use in your marketing materials and on your web site.

•§ It's the perfect way to build repeat and referral business because when clients are pleased with your services, they are more apt to use you again AND refer you to others.

•§ You might discover some new and unique ways of making your business better! Oftentimes an outside party with a fresh perspective can come up with some innovative ideas you may not have come up with yourself.

Some of the questions I have on my own client evaluations:

•· What was your first reaction when you saw the room(s)?

•· What do you like best about the new room arrangement?

•· Will you or your family use this room more as a result of the new arrangement?

•· Would you recommend us to others?

•· May we quote you?*

For staging projects, incorporate these questions into your form and send to both sellers and real estate agents:

•· What was your initial reaction to the areas we staged?

•· In your opinion, what aspect of the staging had the greatest impact?

•· Do you feel that the changes that were made will have a positive effect on buyers and other agents?

Finally, end with a simple ‘thank you for taking the time to complete this form statement' and add a signature and date line. Whenever you intend to use client testimonials you must ask if you can quote them AND get their approval signature.

Tip#2 Follow Up

The single biggest action and revenue generator is to follow-up with clients who you have sent marketing materials or have talked to about your services. A simple phone call asking if they received your information or asking for their feedback or questions accomplishes a dual purpose:

•1. It makes a professional impression because you not only provided them valuable information, but you are following up to see if it was helpful and to answer any questions they may have.

•2. Following up also serves as a reminder of all and any new services that you are offer (up selling!) AND that you always appreciate referrals.

NOTE: After your first contact, decide when you intend to follow up and enter their name and contact information in your electronic or paper calendar.

Following up after providing services:

Post-project follow up is smart business. Seven to 10 days after you've completed the project, call and say "Hi, it's Sandy Dixon and I'm wondering how the new room arrangement is working out. Are you and your family enjoying the changes I made in the room? Is there anything else I can help you with?"

Then follow up a week or two later with a referral request note saying: "I know you are enjoying your new room arrangement and are happy with the work I did for you. My business is built on repeat and referral business. If you think any of your friends or neighbors might benefit from my services, please give them on of the business cards I have enclosed."

A common client comment is that they never hear from the stager/redesigner after the project was completed. Keep in touch with everyone you have worked with and ask if they know of others you might help.

Remember, following up and asking for client feedback can provide ongoing rewards and revenue for your business and also reduce the amount of dollars you spend on other marketing endeavors.

Don't Be Fooled...nothing can replace FACE to FACE!

2008-03-31T17:38:26Z

In today's high-tech world, it is more important than ever for people to meet in person. Human contact has taken on a new significance in the era of voice mail, the Internet, and e-commerce.

Face to face marketing can be difficult for many business owners and can require more time, energy, and possibly expense, but the payoff can be tremendous---and ongoing!

There needs to be a balance between high tech and high touch. However, once you become good at the face to face method of creating visibility, it will prove to be the easiest and most enjoyable way to build your business, because it helps build a relationship of confidence and trust between you and your potential clients.

So, instead of spending so much time in front of your computer sending emails, electronic newsletters, perusing other sites and continually tweaking your website, start cultivating relationships with potential clients by doing one (or all!) of the following:

Tip #1: Meeting + Mingling = Maximized Visibility

•1. Schedule a morning appointment for coffee or tea with someone you'd like to have as a client or who would benefit from knowing more about you and your business. This could be a real estate agent or office manager, a home furnishing/accessory store or consignment store owner, a freelance writer---anyone who can connect you with people who need your services.

Note: I prefer meeting for coffee instead of lunch because it takes less time out of the day AND is less expensive. Don't forget to take you Professional Portfolio, brochures, business cards and calendar with you.

•2. Call a real estate manager and request a 5-10 minute timeslot at an upcoming sales meeting. Offer to share a few staging tips, as well as helpful ways that agents can explain staging to their sellers.

Note: Content-rich information is the key to speaking at a real estate sales meeting. Share ways that agents can help clients by utilizing your services, the importance of showcasing their listings, as well as educating them on how you can do ‘as much or as little' as their budget will allow. DON'T FORGET to always take food when visiting a real estate office!

•3. Mingling opportunities: attend chamber mixers, real estate luncheons or functions, visit open houses on the weekends.

Note: Many organizations will allow you to attend as a guest for one or more times. Also, think about asking someone you know who is a member, to allow you to accompany them as a guest.

Tip #2: Let the Show Begin! The Impact of Trade Shows

The power of numbers AND huge visibility are the primary reasons you need to consider participating in your local tradeshows. If you are a stager, look into your annual real estate rallies and state conventions where you can reserve a booth in the exhibit hall and you can also apply to give a presentation if it is an education-type venue.

To increase your redesign business, consider exhibiting at a local Home and Garden, Home Remodeling or Home Improvement Trade Show.

Note: To help with the expense of the booth, think about partnering with another stager, redesigner or organizer.

On a smaller scale but still a great way to get front and center with potential choice clients, give a decorating presentation at a women's luncheon, a consignment or furnishing store...or home party. The topic could be ‘how to': accessorize a bookcase; a mantel; create a dynamic table setting; create a dramatic artwork arrangement; tie towels; fold napkins; choose fabric and colors; etc.

"If you wait until all the lights are "green" before you leave home, you'll never get started on your trip to the top."

---Zig Ziglar

Is Clarity a Rarity in Your Business??

2008-03-24T14:11:23Z

Have you ever been faced with a situation where a client said to you ‘I never knew...' or ‘You didn't tell me...'? It can be potentially hazardous to the well-being of your business---especially the ‘repeat and referral' kind, if you have not established a method for clearly communicating with your clients.

To prevent uncomfortable problems with regard to client communication, it's important to document in written form what services you are proposing to do for the client and what your charges will be for those services. You will be more efficient, effective AND be perceived as ‘the expert' if you clarify expectations on paper---it's your written reference tool.

Don't feel uncomfortable or embarrassed asking clients to confirm what they are requesting you to do by approving the scope of the project and corresponding fees. Educating clients and fully disclosing the various facets of the project is good business practice.

Tip #1: Discuss Your Professional Policy

I use the phrase ‘Let me explain my professional policy' when discussing my payment policy, work standards and specifics of the project. I follow up this verbal explanation with a written format, which can be a contract, a bid proposal or a letter agreement.

A letter agreement or letter of understanding is a simple, one page document that sets out specifically what you are being hired to do along with the corresponding fees. For instance, instead of noting ‘Full day staging' on your proposal, you would be more specific and say ‘The scope of the project will include staging the entire main floor, second floor bedrooms and baths and outside patio.'

Here is a good example of what you might include in your letter of agreement:

Dear (Client),

This letter sets the terms and conditions regarding the (Redesign/Staging/Organizing/Furniture & Accessory Rental) by (your company name) for the property located at (address of the property).

Scope of Project: (List the rooms or areas to be staged)

Time Estimate: (Always give a range, like 4-5 hours)

Pricing and Fees:

•§ Staging services (payment due upon completion) $____________________

•§ Assistants (per hour / due upon completion) $____________________

•§ Movers (per hour / due upon completion) $____________________

•§ Mileage $____________________

•§ Shopping $____________________

•§ Monthly Inventory Rental Fees (my own inventory) $____________________

•§ Monthly Furniture Rental Fee (outside rental source) $____________________

•§ Minimum Rental Period (if applicable) ____________________

•§ Delivery Fee (if applicable) $____________________

•§ Tax (if applicable) $____________________

•§ Miscellaneous $____________________

Before you start the project, go over this document with the clients and make sure they understand and agree to the services being performed and the fees being charged. Both you and the clients will sign and date the agreement.

Note: in addition to informing clients of your fees and when they are due, also include the form of payment you accept: cash, check, credit card in your agreement

Tip #2: Stay on the Same Page

The primary purpose of a written document is for clarification and to eliminate surprises and to make certain you are providing the service the client had in mind. A few other things regarding utilizing a written agreement:

Add short lines for initialing next to each line item to ensure that the client has read and understands that particular aspect of the agreement.
Give clients a copy of the signed agreement and keep a copy in the client folder.
If you are leasing your own inventory to clients, take photos of the items once you have placed them in the property and keep photos in your client file. I show these photos to the client when I am doing my final walk through with them.

Bottom-line: be clear, concise AND confident when outlining the scope of any project. Clarifying and confirming expectations upfront will make for a smoother project, happier clients and a calmer you! It's the WRITE thing to do!

Questions are the Answers...to boosting your revenue$!

2008-03-17T15:38:43Z

Have you ever felt that you have wasted time, energy and money sending out packets of marketing materials or preparing an extensive bid proposal for a potential client who wasn't committed to committing?

Asking enough of the right questions---and listening to the answers are essential to building and growing a successful business. The questions you ask help you understand the caller's particular situation, their reason for calling you and most importantly---their level of commitment.

By NOT asking appropriate questions, you could be responding to what you guess or assume the caller wants---which may or may not be correct. Quality questioning goes well beyond the basic, perfunctory inquiries---it gets specific and it shows that you have the ability to understand the caller's real needs.

It is crucial that you qualify potential clients UPFRONT, in order to save both time and a lot of frustration. Spend your valuable time concentrating on working with CHOICE CLIENTS---those who:

•· need your services

•· understand the value of your services

•· have the ability to spread the word about your services AND

•· can afford your services.

‘'If there's no dough there, don't go there."

So how do you raise your QIQ (Questioning Intelligence Quotient)?

Tip #1: Qualifying Questions

During the initial phone conversation with a prospective client and before meeting them in person, do your due diligence by identifying the:

•· Need---what is this person hoping to accomplish by hiring you?

•· Reason---why do they want their room (or home) redesigned, staged or organized?

•· Level of commitment---have they had previous encounters or experiences with redesigners, decorators, stagers or organizers? If so, ask them to elaborate.

•· Decision maker---will the decision to hire you be made by this individual or will someone else's opinion count too?

•· Ability and willingness to pay---address your fee structure and payment policy and pay attention to their reaction. Did they calmly and quickly agree? Did they go silent or challenge your information?

IDEA: Take thorough notes on a client profile form for future reference. Don't forget to date the form and make note of any fees you quoted.

"Successful people ask better questions and as a result, get better answers." ---Tony Robbins

Tip #2: Quality Questions

If you feel that the caller may indeed be a potential client, delve a bit deeper and ask the following questions:

•· What do you feel needs the most attention or what isn't working well for you in your home?

•· What is your timeframe for this project?

•· What is your budget? (Be prepared to give examples of normal ‘per room' or ‘per project' fees)

•· Can you tell me more about ____________?

•· Can you be more specific?

•· Can you give me an example of the room you envision---style, colors or overall look?

•· Are you comfortable explaining my services and fees to your spouse?

•· Is there anything else you need from me?

IDEA: Create a form to use with the above questions and any others that you get asked on a regular basis, so that you are prepared and thorough during these preliminary inquiry calls.

Asking more and better questions---uncovering and defining client needs are not only smart business practices, they set you apart as a knowledgeable and caring expert in your field.

"You can tell whether a person is clever by their answers. You can tell whether a person is wise by their questions." --Naquib Mahfouz

Bonus Tip!

Always begin a conversation with the question: "How did you hear about me?" This is invaluable information for you---especially when determining how and where to spend your marketing dollars. For instance, if a number of your clients have resulted from reading a particular ad or receiving one of your regular database mailings, you will most likely choose to invest in these again. If business has not generated from a tradeshow you participated in, you may opt for other marketing methods that will prove more productive.

Plus! If they heard about you from another client or someone else in your sphere of influence, you will want to send a ‘thank you for the referral' card.

"Questions are the creative acts of intelligence." ---Unknown

Got Gratitude? The Power of Thanking Your Clients

2008-03-10T18:37:04Z

Old fashioned as it may sound, I am amazed at how many companies these days don't bother to say ‘thank you' to their clients. Most of us have been taught to be polite and to say thank you when people perform services well or go above and beyond for us.

Why is it then that so many companies do not include this simple, yet powerful gesture in their marketing plans? Think about it. Your clients have trusted you and chose to spend their hard earned dollars on your services.

Have you taken the time to thank them? To express appreciation for allowing you to assist them with their needs?

A thank-you program or system for showing appreciation should become an integral part of your business marketing plan---for both existing and prospective clients.

For a thank you to truly resonate with the receiver it must be:

Relevant, sincere and specific to that particular client: The more generic the ‘thank you', the less genuine it will appear.

Fresh: Create a thank-you program that changes, so the method in which you say thank you does not become repetitive or stale over time.

Bottom-line....make a practice of thanking your existing, new and prospective clients every opportunity you get. While it is obvious that thanking new customers is important and thanking prospective clients is good rapport-building, it's essential that you never take existing customers for granted.

Be generous with your thanking because you need to sincerely value the gift of business they bring you!

Tip #1: When should you be thanking?

1. When people do business with you ... every time! It bears repeating: Customers have options every time they need a service or product. Thank them for choosing to do business with you.

2. When people compliment you and/or your services. Say "Thank you, I really appreciate your business."

3. When people offer feedback. Thanking customers for suggestions, comments (and yes, even complaints!) says you've heard what they had to say and value their opinion. Your note can simply say "Thank you for taking the time to share your thoughts! It ‘s a great idea and we are always looking for ways to improve our service."

4. When people introduce you or recommend you to a friend. When customers recommend you, they put themselves on the line. If you deliver great service, they look good. A written thank you says you value their recommendation.

5. When they make you smile, send you helpful information or remember you in any way.

Spread Your Thank You's Around!

Thank those who assist you in your business. Give credit to those who help you.

Thank your vendors and service providers. Without their products and/or professionalism, your clients wouldn't be receiving the satisfying service that you're able to provide.

Timing is of the essence and plays an important part in making your thank you's effective...make them immediate, specific, sincere and special!

Tip #2 How should you be thanking?

After completing a project or providing a service, you may want to leave a small token of appreciation, in addition to expressing thanks verbally. It doesn't need to be expensive, but do make it useful, appropriate and memorable.

More and more people these days are de-cluttering and eliminating the excess in their lives. Give something that can be used or used up.

Top Suggestions:

An artistic thank you card (The Word Garden catalogue/http://www.maryanneradmacher.com/)

My favorite verse of the two home-related cards they carry is:

May your walls know joy, each room hold laughter & every window open to possibility."

The verse is related to what I do (redesign and stage), is positive, inspiring AND is frameable as art!

•§ live plant or fresh flowers

•§ box of candy

•§ scented candle (I prefer fresh linen or new mown grass scents)

•§ note pad cubes (with your logo and contact info, of course!)

•§ teacup with packets of tea and your card attached to the handle

•§ before and after DVD of their newly arranged room

•§ a useful tool such as the multi-function tape measure with notepad and pen attached that is my ALL time favorite AND most cost effective ‘leave behind' gift (nancy@creativeangle.net promotional products)

Bonus Tip: Send a thank you note when you don't get the business!

Yes, indeed...that's what I said!! If you want to leave a lasting impression, PLUS exude professionalism and class...send thank you cards or notes to clients who have NOT chosen you!

Say something like "I appreciated the opportunity to submit a proposal to stage your home or I want to thank you for giving me the time to explain my services to you and I wish you the best success in selling your home. If there is ever anything I can assist you with in the future, please call."

The extra few minutes you take to do this one simple thing just may come back to you in amazing ways...you might get their business after all, they may hire you for another service OR they may refer you to others. One thing for sure, it will get their attention and set you apart from your competition!

Now go out and practice an ‘attitude of gratitude'!