Jason's Blog

Effective Management?

Jason Romrell (Business Attorney and Success Advisor) — Mon, 14 Jun 2010 05:52:12 -0700

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?

Business Basics are...well...basic

Jason Romrell (Business Attorney and Success Advisor) — Fri, 26 Mar 2010 06:48:28 -0700

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!

Objection! Reminders and Tips.

Jason Romrell (Business Attorney and Success Advisor) — Wed, 27 Jan 2010 03:36:28 -0800

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.

Protect your Brain...duh!

Jason Romrell (Business Attorney and Success Advisor) — Fri, 22 Jan 2010 04:19:32 -0800

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

Social Media Common Sense

Jason Romrell (Business Attorney and Success Advisor) — Thu, 21 Jan 2010 06:16:41 -0800

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.

Leads Work

Jason Romrell (Business Attorney and Success Advisor) — Tue, 12 Jan 2010 06:06:53 -0800

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.

Easy Want to Improve Your Customer Service

Jason Romrell (Business Attorney and Success Advisor) — Mon, 11 Jan 2010 05:20:00 -0800

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.

Social Media ROI

Jason Romrell (Business Attorney and Success Advisor) — Fri, 08 Jan 2010 05:21:30 -0800

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!

RESPA Reform. Does it really help?

Jason Romrell (Business Attorney and Success Advisor) — Wed, 06 Jan 2010 02:33:32 -0800

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

Be a Little Skeptical or Cynical

Jason Romrell (Business Attorney and Success Advisor) — Tue, 05 Jan 2010 06:15:38 -0800

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.

Stick with it!

Jason Romrell (Business Attorney and Success Advisor) — Thu, 10 Dec 2009 10:21:26 -0800

As consumers, we can learn valuable lessons from our own actions and interactions with other sales professionals. For example, I was solicited by a Westlaw representative about 6 months ago for a subscription to Westlaw, a legal resource that is almost as important for lawyers as a hammer is to a carpenter. Nevertheless, I was unable to justify the cost of the service and wasn't sure how I could ever become a customer of this wonderful and kind sales rep. Instead of brushing me off or considering me a lost cause, this sales rep continued to stay in touch with me, sometimes through phone calls, emails and even inviting me to certain professional networking events. Every time I took him up on an offer, I thought "gosh, I wish I could repay him..." I knew he was trying to make a good impression, but he never made his offers of help conditional upon becoming a customer...and never pushed me to make a decision he knew I wasn't ready to make. After SIX MONTHS of staying in touch, I finally decided I could give up my Ferrari (haha) in order to gain access to some wonderful legal tools. I made the commitment and even locked in for THREE YEARS! This guy put in six solid months of "caring and sharing" without giving me the impression it was conditional...and now I'll be paying for HIS Ferrari for the next 3 years. Is it worth the time and energy to be a valuable asset to someone, even if you can't quantify their value in dollars, and even if you can't see when the relationship will make sense on paper? I say, in many cases, it certainly is.

Thank You Tareq and Michaele Salahi!

Jason Romrell (Business Attorney and Success Advisor) — Thu, 10 Dec 2009 02:56:18 -0800

I know, it's old news by now, but I was just reading this (editorial) on CNN.com talking about the psychological issues that must afflict the White House Crashers. As I read it, I had two thoughts. First, I wondered if I've been affected by the Narcissism Epidemic mentioned in the article (I looked at my "score" here on ActiveRain and my nonexistent history as a reality TV star and decided I'm not infected). Second, I kept thinking "Thank You". While the Salahi's are being lambasted for their apparent runaway egos and their violations of social etiquette, I kept thinking we owe them a huge thank you. What if the Salahi's hadn't crashed the party? Would those guarding our President have become even more relaxed? What if the crashers hadn't been self-interested egomaniacs but someone with more sinister motives? While we shouldn't be encouraging this type of irresponsible conduct, I think we owe the Salahis a thank you card for finding a gaping hole in the security that protects our President, and giving those who protect him a wake up call.

UPS Store shows very poor customer service judgment (learn from it).

Jason Romrell (Business Attorney and Success Advisor) — Fri, 25 Sep 2009 07:05:01 -0700

I'm always fascinated by customer service, whether I'm ordering fast food, watching the Dodgers play or running errands. I am eternally optimistic that people care enough to provide great service...and I'm often disappointed. Take, for example, my recent experience with the UPS Store in North Hollywood, CA. I was in a hurry and needed to ship several things that were unpacked. I walked into the nearest UPS Store and asked for a box, packing supplies and UPS overnight shipping. I also had with me a box, already prepackaged and postage-paid, that I just needed to drop in the US Mail. I asked the clerk (trying not to be too distracted from all the metal in her face) if she could please take the small box and drop it in the mail, so I could work on packaging everything else. She announced "that will be $2.00." I was stunned...I hadn't even done anything yet. "What is $2?", I asked. She said that's what it would cost to drop off the box. "Even with postage-prepaid? Just to drop it in the mail box?" Her reply, "yeah, $2.00". It didn't matter to her (as she explained) that I was about to buy a box, packing materials and overnight shipping. I felt like I'd walked into a Seinfeld episode. I grabbed my stuff and left, opting for the US Post Office. It wasn't about the money. It was the feeling I had that I didn't matter. Squeezing $2.00 out of me was far more important than making a sale and creating a lasting customer relationship. Now what do they have? Not my $2.00...and not my patronage. Is $2.00 really worth losing a customer for life? Now consider how this might affect you as a real estate professional. Do you care more about your prospects and clients than your commission? If you care now, you'll have someone as your client and your friend for life. If you care less, but only want to see that check, you'll likely lose both...and that costs a whole lot more in the end.

The Power of Listening

Jason Romrell (Business Attorney and Success Advisor) — Fri, 12 Jun 2009 05:55:44 -0700

I was driving home from the beach yesterday with my 11 year old brilliant daughter (genetics, I'm sure). On the radio, the DJ said to "expect the unexpected". My daughter looked at me with a puzzled expression and said "if you expect it, it's not unexpected". Smart girl! We had a fun talk about what the DJ might have meant, but I was so impressed with her listening skills. As I train sales people, it always amazes me how often they fail to listen! The best way to sell is with your ears, not your tongue. The best advice I've heard on how to listen was this: "Shut up".

iPhone versus Blackberry (my own humble opinion)

Jason Romrell (Business Attorney and Success Advisor) — Mon, 20 Apr 2009 08:42:54 -0700

I had the iPhone for about 2 years (6 of them, actually). It's a great entertainment device, but it's hard to write more than very simple, short texts. Tweets (even at 140 characters) are more cumbersome. It didn't allow MMS texting, so if someone sent me a picture or video, I had to view it through an external link on a PC or Mac. I heard they're coming out with a more business-friendly iPhone, but who knows when? The greatest feature of the iPhone is Apple's incredible customer support. All 5 of my previous iPhone's had one glitch or another (only one of them was my own doing...hint: never text while riding a motorcycle), and Apple willingly and without typical customer-service-attitude, replaced them all. I can't say enough about their excellent customer relations and their amazing systems! As for the BB, it's been tough to transition. Everything is so different. But I can already tell how much more powerful it is. The keyboard is more convenient. The PDF, Word and Excel viewers are great (I haven't tried to edit using those yet). I can make calls while I'm on WiFi viewing docs. The 3G speed of the BB Bold is pretty good, and I paid for the "tether" option, which means I can use the phone as a wireless modem when I'm on the road. I just think for business, the BB is superior, more powerful and more convenient. But it's also uglier (in my opinion) and a lot bigger. I guess practicality won out in the end.

Part 2 to Mastering Time: Plan every day the night before

Jason Romrell (Business Attorney and Success Advisor) — Fri, 13 Mar 2009 03:46:51 -0700

2. Plan every day the night before. Developing this habit is like loading your gun before you need to use it. Imagine having to defend yourself or your family from an armed and dangerous home invader? You grab your gun but realize that it's not loaded, so you have to remember where you put the ammo. Assuming you can find the bullets, you still have to load the gun with your trembling hands BEFORE the bad guy gets you or your family. Silly analogy? Imagine how difficult it is to create a well developed and comprehensive plan when you're pressed for time and have a dozen other fires that must be put out right now! Time can kick your butt if you let it. Decide not to let it. I know this analogy might get on some people's nerves because not everyone is comfortable with guns. The point, however, is that preparation is a life and death matter. The gun analogy is uncomfortable, but those who fail to prepare SHOULD BE uncomfortable. Imagine if Captain Sullenberger (of the famed Hudson River landing) hadn't been prepared to land his plane on water. What if he had to stop and think..."hmmmm, where's the emergency landing manual...I better read up on that". He had NO TIME to prepare anything. He had to act. When the time to act is upon you, there is no time to prepare. How does that relate to planning your day the night before? You will be better prepared to achieve success and avoid disaster if you have a plan...even for one day. There's a lot to do as you build your own business, climb the corporate ladder or avoid your own slice of the economic disaster. Why not give yourself the advantage by planning ahead? Intro and Part 1 here: http://activerain.com/blogsview/981044/Intro-and-Part-1-to-Mastering-Time

Intro and Part 1 to Mastering Time

Jason Romrell (Business Attorney and Success Advisor) — Thu, 12 Mar 2009 16:31:03 -0700

I just wrote a Time Management 'Minders paper for my clients. I haven't published it yet. It's a bit "relaxed" in its tone which has given some of my friends reason to ask me "are you sure you want to say it like that?" I thought I'd seek my fellow A/R's input. There are 10 parts, each with stand-alone merit. Please tell me what you think. Intro: Ben Franklin was right when he said "To love life is to love time, for time is the stuff life is made of." The nice thing about time is it does not discriminate based on wealth, race, sex, power, personalities or any other characteristics. We all have the same time every day with which to accomplish great things...or to watch life pass us by. We elect how to "spend" time. In other words, what I do (or choose not to do) in any 24 hour day is up to me. Doesn't it make sense to choose success through time mastery! Here are a few reminders how to choose success versus sucking at time management. 1. Have a PURPOSE! Have you ever seen a public speaker pace back and forth while she talks? It's irritating because there's no point to what she is doing. As a public speaking coach, I tell students to "move with a purpose". The same advice applies to every action you take...act with a purpose. If you don't know why you're doing something, there must be something better to do. Do that instead.

Creating a Mission Statement

Jason Romrell (Business Attorney and Success Advisor) — Wed, 04 Feb 2009 02:45:16 -0800

Developing a mission statement is about focusing on what you want the business to accomplish that is MEASURABLE from an outsider's perspective. The mission is not a "soft" statement full of hope and good feelings...it's a MISSION, as if you're heading to war (not sure I like a war analogy, but it fits for crafting a mission statement). The hope and good feeling is for the company's vision. Consider Desert Storm (part one). The mission was to "remove the Iraqi Army from Kuwait". Nothing about "freedom" (although that was implied). Nothing about right or wrong (again implied). Nothing about how it will be done. Just a measurable MISSION to accomplish. To achieve your mission, the details will be developed through strategic planning, but the mission stands alone. A lot of companies have mission statements that, in my mind, are more "vision" or "value" oriented. I don't see the need for two vision statements, even if one of them is called a "mission". Here are some examples of good and bad: Albertson's: Guided by relentless focus on our five imperatives, we will constantly strive to implement the critical initiatives required to achieve our vision. In doing this, we will deliver operational excellence in every corner of the Company and meet or exceed our commitments to the many constituencies we serve. All of our long-term strategies and short-term actions will be molded by a set of core values that are shared by each and every associate. [Too soft and profoundly nondescriptive] Levi: People love our clothes and trust our company. We will market the most appealing and widely worn casual clothing in the world. We will clothe the world. [Great...shoots very high, but measurable and a great tool for focus. Does Levi do designer suits or prom dresses? Nope...not "casual" as specified in their mission. They have clear focus on their product and who they're selling to] Kerr-McGee Corporation: Create value for shareholders through the energy business. [What is value to a shareholder? Does $0.01 divident per share fulfill this mission? I don't think this one is clear enough] IKON: Helping our customers manage document workflow and increase efficiency through best-in-class products and services. Fostering the growth and development of our employees. Providing a distinct advantage to our suppliers as a distribution channel of choice. Growing shareholder value through strong execution of our strategies. [Good. Growing value is better than "creating value" (see above). Most elements in this miession are measurable] Applied Materials: Applied Materials' mission is to be the leading supplier of semiconductor fabrication solutions worldwide-through innovation and enhancement of customer productivity with systems and service solutions. [Good...measurable] Avaya: Provide the world's best communications solutions that enable businesses to excel. [What is "best"? Through whose eyes is this measured? I'd have preferred to see "market domination" or "provide comm servides to 80 of the Fortune 100...] Auto Nation: To be America's best run, most profitable automotive retailer. [Good...most profitable is something you can measure...although "best run" is a bit on the hard-to-measure side] Estee Lauder: The guiding vision of The Estee Lauder Companies is "Bringing the best to everyone we touch". By "The best", we mean the best products, the best people and the best ideas. These three pillars have been the hallmarks of our Company since it was founded by Mrs. Estee Lauder in 1946. They remain the foundation upon which we continue to build our success today. [Love this one because it defines "the best". Still a bit touchy feely since "best" could mean a variety of things, but I believe this mission gives focus to everthing the company does, from hiring to R&D to marketing, etc.] Lincoln Financial Group: As one of the country's premier financial services organizations, Lincoln Financial Group is committed to providing its customers with the life insurance, retirement and investment products and services they need to maintain their quality of life. As a concerned corporate citizen, the company's Foundation has sustained a strategic philanthropic program to improve the quality of life in the communities where our employees live and work. [This one leaves me wondering whether it's good or not, which probably means it's not good because it doesn't move me. I get hung up on "maintain their quality of life" since I don't know what that is...or if it's even consistent within their ideal customer base] Family Dollar: For Our Customers-A compelling place to shop...by providing convenience and low prices. For Our Associates-A compelling place to work...by providing exceptional opportunities and rewards for achievement. For Our Investors-A compelling place to invest...by providing outstanding returns. [Almost good. Not necessarily measurable, but good for providing focus and direction] Here's a good case study to illustrate WHY a good mission statement is important and should be followed to provide focus. Fred's Grocery: As an example of how a company mission statement can serve as a focus for improvement in your business's performance, consider the case of Fred's Grocery, a small one-store business, which suffered sales declines when a large chain supermarket opened a store in the neighborhood. Fred initially considered lowering prices and adding many new items to compete, at great expense and lower margins. However, a family discussion about the "mission" of Fred's Grocery caused Fred to respond in a less direct, less costly, less risky manner. Fred and his family realized that their mission was to serve the convenience needs of local, upscale neighborhood shoppers for specialty items and "fill-in" grocery items that they needed. The majority of Fred's shoppers spent an average of only $12 ($5-$25 per visit), considerably less than at the larger chain store. Fred and his family decided they would offer more services and specialty items than the larger chain store. Their array of specialty goods, prices, and services also separated them from convenience store chains like 7-11. Fred's carried all groceries to the shoppers' cars and apartments and delivered gift baskets/flowers, at no extra charge within a five-block radius of the store. They also added specialty items to their store, putting in an espresso coffee bar, wine kiosk, and food/flower gift assortments. They upgraded and limited the amount of fruits and fresh vegetable selections and added fresh, warm breads and cookies. After one year, Fred's Grocery realized its best year ever and increased both shopper traffic and average sale by 100 percent to an average of over $25 per shopper. Fred felt the new chain store was the best thing that ever happened to his business, thanks to the time he took to discuss and refine his mission statement! (Source for case study: http://www.toolkit.com/small_business_guide/sbg.aspx?nid=P03_4002) (Source for mission statements: http://www.missionstatements.com/fortune_500_mission_statements.html)

New Look...Feedback Appreciated

Jason Romrell (Business Attorney and Success Advisor) — Sun, 28 Dec 2008 06:56:37 -0800

I have been working with a fantasic marketing team in Boise, Idaho. They're known as Tricycle and they are superior craftsmen in marketing, graphic design and Web 2.0. You can see some of their work and get to know them better by visiting www.thetricycle.com. They are not limited to the Boise area. In fact, they've done great work on national accounts. I'd highly recommend them if you want to develop a better brand that represents who you really are. Tell them Jason Romrell referred you. You'll get first class service and exceptional results!

Movie Talkers Beware!

Jason Romrell (Business Attorney and Success Advisor) — Sun, 28 Dec 2008 03:51:19 -0800

Does this story speak to the wisdom or folly of gun control? Does it address whether our society is becoming less tolerant (or more angry)? Is this story about how some people are unaware of how their actions affect others? Shocking, to say the least. This will make me think twice before I go to the movies...especially with my children. http://www.cnn.com/2008/CRIME/12/27/movie.shooting/index.html

FUN is part of our culture!

Jason Romrell (Business Attorney and Success Advisor) — Sat, 27 Dec 2008 04:09:12 -0800

As a continuation of my previous posts on "Culture", we believe that work and play and life in general should be FUN! Here's how we embody this point of culture: "I view my life as a journey to be enjoyed and appreciated and I create an atmosphere of fun and happiness so all around me enjoy it as well." Most people know that fun and productivity are closely related. If work is a drag, use the "Q" word and find something else. You will enjoy life more...and your clients will love you and your business more...if there's a component of FUN in the mix! Previous points of culture: Committment; Ownership; Integrity; Excellence; Success; Education; Team Work

Culture in Review

Jason Romrell (Business Attorney and Success Advisor) — Sat, 27 Dec 2008 03:58:57 -0800

The last blog post I wrote about "culture" was about BALANCE. Interesting idea during the holidays, isn't it? How well do we balance work, family, religion, personal development, etc. around the holidays? It seems like a lot of folks sort of hybernate during the end of the year. But isn't everyday as important as the next? Does the calendar dictate what is important...or is every day a chance to balance our business, personal and family lives. Here's the link to my "balance" blog entry in case you want to see it (again). :-) http://activerain.com/blogsview/700387/Balance-Part-of-our-Culture

Customer Service and Customers

Jason Romrell (Business Attorney and Success Advisor) — Mon, 22 Dec 2008 02:09:51 -0800

It should go without saying that providing excellent customer service is a good idea. Great customer service isn't necessary to run a profitable business...but it sure helps. However, it is worth noting that CUSTOMERS also should provide excellence. I keep thinking of the opposite of customer service, but I'm drawing a blank (suggestions appreciated). Here's the point...and you help me find a label...customers are part of the customer-service process. How customers interact with the service providers often dictates the experience the customer receives. As a customer, I often expect the business to provide excellent service (sometimes even demanding it)...but how much effort do I put into getting excellent service? I personally have experienced poor service and returned that service with a scowl or ungrateful response. I also have found that a smile and a good sense of humor goes a long way. As customers, let's remember that the "front line" folks we're dealing with are people too...they have lives, stress, challenges, angry bosses, financial concerns, etc. Even if we're not treated as the most important thing in the world, perhaps a friendly joke, a smile or a "how ya holding up" will help melt a cold heart and give the service provider a reason to smile. And, as Dale Carnegie so often pointed out, we can influence people by giving them a reason to want to do for us. It can all be summed up in the Golden Rule. Do unto others as you'd have them do unto you.

Benefits Sell...Not Features

Jason Romrell (Business Attorney and Success Advisor) — Mon, 15 Dec 2008 01:16:45 -0800

Life is full of lessons on how to run a successful business. Just a few days ago, for example, I was watching a salesperson at my local Gold's Gym take a prospective member though a tour of the club facilities. The salesperson either had not been trained on how to "sell", or he hadn't paid attention to his training. The parts of the tour I overheard included things like "here's the locker room" (obviously!), "the faucets and hand dryers are automatic" (duh!), and "the pool is right through here"... What could be more exciting that a salesperson putting his hand under an automatic hand drying to show how it works (insert sarcastic tone of voice here)! Automatic hand dryers are a feature, not a benefit. Can something so common be turned into a benefit? After all, BENEFITS sell, not features. Consider these simple twists. Salesperson: "In our state of the art locker room, we have automatic hand dryers [feature] which allow the club to control our utility costs, which means we can keep your dues at a lower rate while we reduce our carbon footprint." Now the salesperson has turned a now-common feature into a benefit. There are other options the salesperson could use depending on how well the salesperson gets to know the prospective member. Here's another potential benefit. Salesperson: "...and not only do we have sanitizing spray available throughout the gym area, but we also provide automatic hand dryers [feature] which are more sanitary and more environmentally friendly than paper towels. After all, we want our members to help our members improve their health in every way we can!" Here's my challenge as a business coach to you as a sales professional. Start dividing things into features and benefits. Get to know the difference (what "it is" versus what "it does" or why I should care). Find ways to attach a benefit to each feature of your product (house, mortgage loan, staging business, etc.) Then get to know your prospect well enough to know what matters to him or her the most and explain those benefits which come from the wonderful features you provide. Let me know how it goes...I love to hear success stories!

Learn to Adapt and Get OUR of Your Comfort Zone

Jason Romrell (Business Attorney and Success Advisor) — Sat, 29 Nov 2008 04:15:34 -0800

I was at the gym this morning...one of very few people who wanted to burn off extra helpings of pumpkin pie. I overhead a guy complaining about a particular piece of equipment that was not working. He was so upset about his preferred machine being broken, that he found a staff member to complain to. The whole problem took over 5 minutes to explain, and still the staff member couldn't help (more on that in another post). The guy was upset...but he should have been happy. In business, as in life, the "comfort zone" is a killer. When you're trying to build a better body, doing the same exercises over and over is NOT the way to stimulate growth and challenge your muscles. Your body wants what's easy and comfortable...but that means you stay just the way you are. If you're average and you're taking the "easy way" in the gym, well CONGRATULATIONS...you'll stay average! Consider the same approach in business. If the Yellow Pages, for example, is your preferred method of advertising, and you don't track it or change it up, then you're taking the easy way out. How effective is your advertising if you just plug an ad in one (or four) Yellow Pages for a year? Why not move out of your comfort zone, flex your muscles, and really grow! Network (with a plan, of course). Do some educational seminars. Join some professional groups and get yourself into leadership positions. Whatever you do, just remember you get out of life what you put into it...and the comfort zone isn't where progressive, growth-oriented people will find satisfaction. If you want to get ahead...get OUT of the comfort zone. That's my unsolicited coaching tip for the day. Now go put it to work!