Category Archives: ON POINT Communication

Clients Demand: Pay Attention To Earn TRUST

Pay attention duck legs unseen

Pay attention: What’s below the water with clients?

To engage and hold the attention of a prospect or client, professionals must first PAY ATTENTION.

The media and marketing are committed to distraction, interruption, and redirection to achieve their goals, not your client’s. The more information, phone time, and social media noise distracting a prospect or client, the less of their attention there is to apply to the client problem you expect to solve. Ignore this attention-diverting context, and you won’t be prepared for success with clients who are distracted from making decisions and commitments.

To ramp up your “attention paying” and attention receiving:

1. Tailor to Earn Trust: Your approach, delivery, and service design may have worked before smartphones took over. Now, changes may be necessary to counterbalance the level of information overload your client is operating under or coping with each day. For instance, you may prefer one phone call or meeting to cover everything that you need said, concluding with the client signing on-the-dotted-line and buying your product or service. What’s the client’s preference? Today, many clients need more time and different methods of information delivery to become confident enough to buy. Others may want to take themselves through the sales process online with opportunity to search out details, alternatives, and reviews as they go. What learning tools do your target clients prefer: video, audio, experiential?

2. Concentrate to Earn Trust: It’s not only paying attention to your client that matters, but demonstrating that you’re concentrating. Reduce your level of distraction to elevate concentration. Put down your phone. Eye contact matters. Ask for details; listen constructively to client answers by taking notes; think about the points they make; analyze what’s missing; ask for details to clarify needs and gaps that your product or service is designed to fill. Every time the client has to repeat something to you or remind you that their earlier answer dictates their response to subsequent questions, you’re not earning trust and you may be losing accumulated trust.

3. Prepare to Earn Trust: Take-away content in print, audio, video, digital, or email form may give the prospect or client confidence in your sincerity. During a meeting, give them time alone to review the details and decisions involved. This focused attention may be all they need to sign up. Prepare a client-centric sales or consulting process that incorporates follow up, product/service customizing, client satisfaction, and above-average results for the client. This may mean tweeking your pre-smartphone sales or consulting system or completely overhauling your existing process so it’s smartphone-friendly.

The smartphone changed everything. How have you changed the way you do business to accommodate this communication revolution?

More: An example of how distraction and multitasking can undermine client decision making during a common buying process…”Multitasking vs A Real Estate Frame of Mind

Pay attention: What’s below the water with clients?

Back to HOME… TheCatalyst.com

Disruptive Technologies: Hyper Local & Diamonds

“Disruptive” has evolved into an exciting business word, but it remains full of surprises, especially when linked to “disruptive technology” and its sea of opportunity.

“Disruptive” used to be a negative word meaning “burst asunder,” “throw into disorder,” or “dash to pieces.” Now, many see the term as a provocatively-positive invitation to dismantle or redirect the existing and drive home their over-riding point of view à la Uber and Amazon.

Lots of opportunity there but, new disruptive technologies do not automatically over-write everything. However, they will always require new ways of thinking and communicating. As a result, re-engineering and re-designing are now ongoing business processes, not once-in-a-while overhauls.

Professionals, entrepreneurs, and organizations ready to jump in and grab the emerging “brass ring”—that is, “disruptors”—benefit most when, from the start, they have client-centric vision. Once clear about existing target market needs, wants, and the untapped elements of both, opportunity emerges. As the new technology alters context for both disruptors and their target clients, competition can heat up. Client-centric disruptors can maintain their “first in” advantage because they understand how to communicate advantages, not disruption, to target markets.

At a recent Global Forum entitled “Leading in Uncertain Times,” arguably the most popular of the 11 break-out forums was “Riding the Wave of Disruptive Technologies.” A panel of forward thinkers explored the question: “What is the potential long-term economic impact of disruptive technologies?”

One panelist set the stage for disruption of globalization and emergence of a new “hyper local.”

“The path of light determines decentralized architecture,” said panelist Marcus Weldon, Chief Technology Officer of Nokia and President of Bell Labs. “It is the speed of light that determines this. [Light] can only travel about 100km (round trip, meaning there and back) in 1 millisecond. So any application or service requiring this latency/delay has to be located within 100km maximum, which we say [as] 50km allowing for some additional processing time.”

According to Weldon, this means that the “within 50 kilometers” necessity leads to a focus on “hyper local because it must be that way.”

This predicted disruptive shift from globalization to a new hyper local arises from internet of everything demands. Resulting significant change may open up local or small venture opportunity.

Weldon (by email): “Going local will require the deployment of cloud infrastructure within 50-100km from each user/enterprise and not everyone will be willing or able to build out the cloud to this level. That is not to say that Global providers cannot become local cloud providers, but they may choose not to, and just partner or federate with other cloud providers who do. Telecom operators are one potential local cloud provider for these local clouds as they own local facilities (switching offices etc.) with fiber running to those facilities, and [they] need to run their networks in this way anyway.”

How would this disruption alter context for your target markets and their income earning?

Panelist Adam Khan, Founder and CEO of Illinois-based Akhan Semiconductors and co-inventor of the Miraj Diamond™ Platform explained how diamond semiconductor technology provides “new pathways of flexibility” that have the potential to disrupt electronics, including consumer electronics and wearable applications.

If diamond—known as the “Ultimate Wide Bandgap semiconductor material”—were a key successor technology to silicon, where could disruption materialize in electronics? How would your target markets be affected? Or, would the change created open new targets for your venture?

Disruptive bonus: Later in a phone interview, Khan talked about how local and global interplay is growing his semiconductor business. He also candidly explained why disrupting his work schedule to spend three days at the Global Forum was the best use of his time:

How do you disrupt your routine to benefit your business and, therefore, your clients?

Back to HOME… TheCatalyst.com

Part 1: Are You Responsive?

More and more people are using their phone to search the net. This means your net presence must quickly make a vital user-friendly statement. What message do you deliver when your website or online courses are not responsive?

Google™-recommended Responsive Web Design is the most common method of achieving mobile-friendly web pages configured to look great on the small screens of smartphones and other mobile devices. Search engines favor this user-friendly design. Responsive uses computer code that responds differently to different screen sizes, but ensures page displays remain similar and readable on any mobile device.

Are you asking users and target clients to deal with non-responsive websites and online content that are stuck in the “desktop dark ages?” They’ll probably vote “no way” by clicking on the mobile-friendly competition.

If your target market is mobile savvy, engage them on their terms. Transforming your website, blog, and online content into mobile-friendly territory is essential. Take time to decide which change strategy is most compatible with your short- and long-tem goals and those of target clients:

  1. Nowhere Fast: Those who find little or no business comes to them over the internet may decide there is no need for responsive design. (There is a very good business case for going responsive and optimizing the site to gain traffic, leads, and referrals, but that’s another article, for another time.)
  2. Halfway There: Blogs are not automatically responsive. For instance, WordPress  (WP), which accounts for almost 25% of internet activity, offers many mobile-friendly templates or themes, however, earlier WP blog templates were not responsive. Even now, new bloggers do not have to choose responsive themes. Check it out: Transforming your non-responsive WordPress blog and website may merely involve switching to a responsive theme.
  3. All the Way: The process of transforming a website to responsive is not as simple as switching templates. Coding changes are just the beginning. Design—including layout, fonts, images, and site navigation—will need modification to optimize smaller reading “windows.” Then, there’s Search Engine Optimization (SEO) to consider. Although this may be an opportune time for a full-site overhaul of content, navigation, and all related marketing elements, a phased-in re-do or scaled-down site are other alternatives. A big job with a big budget? If the website drives your business, delay will be even more expensive. Action: In some cases, recreating the site as a responsive WP site may be faster and less expensive. Google suggests  other ways to optimize for mobile search.

Are YOU responsive? This post explores communicating your value and intentions using technology. “Responsive” means much more. In both the technical and relationship sense of this word, how do you manage client and partner interfaces including websites and online interactive content? Closing the gap between what target prospects and clients value and need and what you offer enhances your relevance and responsiveness. That’s what credibility means to targets.

Resource: What’s Your Point?

Back to HOME… TheCatalyst.com

Trust Earning: Do You Deserve Client Trust?

Risk aversion stops many good things from happening when it is supposed to stop bad things. Trust is the antidote to risk aversion.

Professionals must communicate their trustworthiness to earn trust and build lasting relationships with prospects and clients.

Natural fear of taking action or making a decision is meant to preserve our health, property, way of life, and sanity, but it can do the opposite. As far as prospects and clients are concerned, their trust will be earned by professionals who show consistent, genuine interest in the wellbeing of the prospect or client. Unless this client concern is visible in every facet of the work carried out by the professional for and with clients, trust may not be achieved and the relationship will remain superficial.

Clients’ interests should be transparently and prominently placed above the professionals’ interests. This commitment materializes as services that are relevant to target client needs and as delivery methods that match the professional’s process and organizational support.

For instance, whether a client filters the world through their smartphone or prefers emails interspersed with phone or face-to-face meetings, they’ll be receptive to placing trust in professionals who respect client communication preferences. Professionals who commit to client needs and goals discover many ways to demonstrate their trustworthiness.

Trust is also earned by professionals who deliver on promises and responsibilities without prompting or excuses. If it’s not clear to clients that they are in sync with the professional, has the professional genuinely earned their trust?

Perception is the reality in earning client loyalty. The client’s definition of trust sets the standard for professionals to meet and exceed in everything from communication to service delivery:

  • Should trusting include the client questioning the professional, or is unquestioning acceptance demanded by the professional?
  • Is the professional’s reaction defensive or offensive if their knowledge or skill is challenged?
  • Does the client understand exactly what you, the professional, expect from them and from yourself as the relationship progresses?
  • From the start, clients deserve to understand what “trust” will mean to both of you, and to outcomes. Clients should trust themselves to be sure about this.

Will you share this post with your prospects and clients because you want to open up the lines of communication and earn trust?

© Source: What’s Your Point? PJ Wade The Catalyst

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Stalled Thinking Stifles Innovation

WYP ButtonsmWhat’s Your Point?—as blog and book—is a whisper in the ear, a tap on the shoulder, a pat on the back, and a mental kick in the pants for those with years of hands-on experience thinking, analyzing, creating, improvising…and deciding for others—their clients. No dummies here, but there is Room for Improvement and there is need for INNOVATION.

Experience can be valuable to the success of everything and anything, including communication, but not always. The professional wisdom, knowledge, creativity, and decisiveness that experience generates are frequently the driving force behind improvement and innovation. Ironically, these two essentials can be forestalled, particularly in times of dramatic shifts, by resistance to change and other distractions originating from past experience.

Merely saying, “I’m thinking outside the box,” or even making an effort to do so—alone or in a group—does not guarantee Continue reading

Determined Futurist or Wish-Distracted Fatalist?

Futurist or Fatalist

Is the difference clearly visible to you?

We are often more aware we have a future when a new year begins or we make a fresh start, like going back to school or launching a new venture. The rest of the time, the future is all but ignored. 

Even when we think about the future, “wait and see” is a common response to “How’s this all going to turn out?” However, you aren’t a leaf passively blowing in the wind of change, but a proactive agent for your own future—when you chose to be! “Wait and see” is the passive approach few can afford. It’s already cost too many too much.

Are you a determined futurist (“If it is to be, it’s up to me”), or a wish-distracted fatalist (“I guess it wasn’t meant to be”). I can’t help you achieve the latter, but the shift to determined futurist is right up my alley and a key “What’s Your Point?” themeContinue reading

10 TIPS for Complex Decisions Made Simple

triminii  Professionals, including advisors, executives, and entrepreneurs, are decisive by nature and training, so it’s not surprising that many often think they are great decision-makers.

Some professionals even believe that making decisions quickly is a sign of decisiveness, which it isn’t necessarily. Commonly, after a few years on the job, most professionals feel they have learned all there is about the decision-making process. They believe it’s just content in the form of product specifications, office procedures, and client “hot topics” that change, not decision making.

The more you understand about the PROCESS OF DECIDING relative to your target market and business, Continue reading

“Big Data” & Other Communication Illusions

Big Data has become big news and although this term keeps popping into conversations and content, do we really understand what others mean by the term? Do we understand what we mean by “Big Data” when we use this term? This explosion of references is a good example of how professionals can be valuable as communication watchdogs for their clients.

As new concepts and trends pop into our language, the illusion of communication increases. The problem is that words that are tweeted, texted, said, heard, written, seen…a lot of times a day are not better understood because they are repeated so many times. What examples of new concepts, technology, or trends crop up in your industry to add Continue reading

Ice Breakers: Communication Illusions or Fast-Trackers?

Speakers often start group sessions with “ice breakers” that get participants talking to each other about personal topics they would otherwise not discuss with a stranger.

Facilitators kick off meetings by asking attendees for self-introductions which include personal tidbits.

Sales people search for common ground as a focus for a friendly chat before getting down to business.

In all cases, the goal is to “break the ice” and quickly earn trust to expedite effective communication.
Whether you are intent on bringing strangers together quickly to form a common-purpose group, on learning exactly what colleagues care about, or on closing a sale with a new client, how you “break the ice” can determine whether you end up with genuine reactions or later-reversed acceptance that leaves you feeling blind-sided.

Problems can arise when you latch on to an icebreaker that you feel comfortable using, but Continue reading