MANAGING SUCCESS

In our desire to attract new customers we often neglect our established customers.

Over time we gradually take our customers for granted meanwhile our customer feels Invisible, unappreciated, and is growing more unsatisfied as each quarter passes.

Then one day they happily inform you (by email of course) that they no longer require your services.

Losing a global client can be devastating especially when you consider you gave this great client away to your competitor after years of hard work.

Money is sometimes a factor but more often than not it is because of poor communication skills and because you are focusing your energies elsewhere.

You have lost your direction and you have forgotten who your most important clients are and you need to recommit.

Global companies are always investing in their best employees and yet they neglect their prized customers. WHY?

If anything you should be investing more time and energy in your established customers because they have earned your loyalty. (80/20 rule Vilfredo Pareto)

Ask yourself ......

Which client would really hurt my company financially if they left today?

Which customer if they left today would damage our brand?

What is your strategy for not only keeping your customers but having them recommend your services?

When was the last time you exceeded your customer's expectations?

Would your clients say they are receiving exceptional service from you?

Why should your clients stay with you? If it's just price then you are in trouble!

How would you rate your level of communication and service?

How would you describe your current relationship?

How often do you discuss performance and future objectives with your clients?

Are you really serving your clients?

Do you know your clients?

Are you doing enough?

If not then what is your plan of action?

My "mantra" is "Invest in your Success" and what better way then to Invest in your established customers? (Pareto's Law)

Your clients represent your success so why would you neglect them?

These are the people who can and will recommend you if you are exceeding their expectations.

These same people can and will complain to others about your mediocre service if you are not exceeding their expectations.

Companies are made up of people which is why it has to be personal.

How strong is your connection and what are you doing to develop it?

How personal is your communication, is it all by email or do you pick up the phone?

Better yet when was the last time you talked to your client face to face?

LISTEN, LISTEN, and ACT.

Understanding your customer's vision is the only way you can effectively serve them.

What do they need and what problems need to be solved?

One of the "sins" we all commit is not taking enough time to listen to our customers.

We tell ourselves we are too busy and we will arrange a meeting when it slows down.

Of course it never slows down and it never will, you know from personal experience that you are only getting busier so make time!

It is imperative that you prioritize and have a clear vision of where you should be directing your attention. If it is not on your customers then something is wrong!

Delegate if you have to because it is your responsibility to manage your success.

It is always valuable to remember how you first persuaded your customers to let you handle their precious business.

What was it that first attracted these clients to you?

What was it that attracted you to your clients?

How did you feel at the time and how does that compare to today?

Evaluate your relationship every six months and make a point of recommitting yourself to their success.

REAL SUCCESS IS WHEN WE ALL SUCCEED!

Building and maintaining a strong relationship by working with your customer through good times and bad will guarantee added value to you personally and your firm forever.

Managing success is a pleasure and so it should be, our customers are important to our daily lives and helping them succeed is an honor that I look forward to each and every day.

INVEST IN YOUR SUCCESS !

RON TAYLOR IS A COMMUNICATIONS ADVISOR BASED IN TOKYO.

THE "PERFECT" INTERVIEW

For a Smooth, Effective, and Successful Interview you must be prepared!

Do your research and find out everything you can about your future employer and position.

Check out their website, brochures, annual reports, stock price, and so on.

Try to speak with someone who has a connection to this company.

Who are their competitors?

Who are their customers?

What do they sell?

What makes their products or services different?

By the time of your interview you should know their past, present, and future.

Ask yourself....................

What was it about my resume that attracted enough interest to invite me to this Interview?

Why do I want this position and why this company?

What makes this company different?

What skills are required and do I qualify?

What can I offer that is valuable and unique to me?

Is this position challenging enough?

TWO WEEKS IN ADVANCE

I would recommend practicing your interview answers at least two weeks in advance with a professional Interview Coach.

By doing this your delivery will be smooth and your answers will sound completely natural which is so important. Professional feedback is invaluable to achieving success.

48 HOURS IN ADVANCE OF THE INTERVIEW.

Confirm the DAY, TIME, and LOCATION of the Interview as well as the names and titles of the Interviewers.

I would suggest taking the time to go to the location to see exactly where it is and how long it takes for a casual stress free commute.

Prepare a package which includes extra resumes, a photograph, and anything else specific to the interview.

By this time your outfit should be chosen and dry cleaned solely for this interview.

Your overall look should be Professional and Conservative.

Refrain from wearing too much perfume or cologne as it may be overpowering.

Ties should be understated and shoes polished.

As Coco Chanel once said "You should notice the woman not the clothing".

THE NIGHT BEFORE

I would take the time to remind yourself as to

Why you want to work for this specific company?

Why you think this is a win, win situation for you and the company.

PREPARE FOR A STRESS FREE MORNING.

Have your outfit and Interview materials all organized.

Last but not least spend a few minutes and go over the questions and answers you anticipate will be raised during tomorrow's interview.

THE BIG DAY

Before you leave home make sure to go through your checklist.

Company's Address and Phone number

Interview package

Names and titles of the interviewers.

My Smile, My Optimism, and don't forget your SENSE OF HUMOR.

30 MINUTES TO "SHOW TIME"

You have arrived at your destination 30 minutes in advance and this gives you an opportunity to stroll around for 15 minutes and enjoy a short espresso.

15 MINUTES TO GO

You are walking into the reception room with a great smile and perfect posture and the first person you will meet is the receptionist.

Treat this person with the utmost respect and inform them as to who you are and why you are there.

While you are waiting scan over your resume and relax because at this point you have prepared as much as you can.

THE FIRST 5 MINUTES

The first 5 minutes will most likely decide whether you will be hired or not.

My clients, colleagues, and my own experience have convinced me the first five minutes are crucial to your success.

All of your experience, knowledge, and preparation have come down to you making a great impression in the next five minutes.

Greet the interviewers with your winning smile.

Shake their hands firmly.

Wait to be offered a chair.

Proper posture.

Look attentive.

Small talk is fine even desirable but don't force it.

Your NUMBER 1 goal is to connect with the Interviewers.

Create a rapport and reveal to them who you really are.

This can't be just another interview you have to "stand out"

Listen carefully and never interrupt.

Answer all questions but keep them short and to the point.

Due to nervousness we tend to answer too quickly and speak too much.

Most of us want to be perfect which is impossible so why add that extra pressure?

The PERFECT INTERVIEW is not meant to imply that you are perfect.

The perfect interview demands you connect with the interviewers showing your personal and professional value to the position and their corporate culture enough to "land" the job.

Try and use the interviewer's surname sometimes when answering a question.

This is one of the tactics used to create a positive rapport.

This is where your soft skills have to "shine".

Show each interviewer the same amount of respect regardless of their position.

So for example when answering a question make sure you are acknowledging each interviewer through eye contact, not just the person who asked you the question.

WHAT QUESTIONS WILL THEY ASK ME?

Tell me about yourself?

Why do you wish to work for our firm?

What are your salary expectations?

What are your present duties?

What do you know about our company?

Why do you think you are qualified for this position?

What do you do in your spare time? Hobbies

Why are you interested in this Industry?

What makes you an effective manager?

Tell me about a time when you went above and beyond the call of duty?

How do measure success?

Do you manage your time efficiently?

What is your greatest passion?

Describe a proud achievement not on your Resume/CV

When can you start?

DO YOU HAVE ANY QUESTIONS?

YES the answer is always YES

Having two or three questions prepared is telling the interviewer

I'm very interested in working for your company.

This is an opportunity to show your knowledge, enthusiasm, and preparation.

What would you like me to achieve in my first six months if I'm offered this position?

How would you describe the responsibilities of this position?

What factors distinguish successful employees from less successful employees?

Would you like a list of references?

What are the company's short and long term goals?

What do you enjoy most about working here?

If I'm offered the position who would I be reporting to?

Does management encourage advancement from within the company?

What is the next step?

When is the starting date for the successful candidate?

Are there any other questions I can answer?

Thank the interviewers for their time and be sure to thank the receptionist.

I would advise sending a Thank You note immediately.

Now sit down and ask yourself

How did I do?

What did I do right?

What would I do differently?

Did I connect?

Did I develop a rapport?

How was the first five minutes?

Was it the "perfect" interview if so why?

RESTAURANT INTERVIEWS

In my opinion it is easier to make mistakes in these types of Interviews because we have to rely more on our "soft skills" and we often "let our guard down"

The goal is still the same, you have to connect with your interviewers.

Why have they chosen a restaurant?

It could be they want to see how well you "navigate" in this environment and to test your social skills because the position demands you entertain clients regularly.

(or maybe they're just hungry)

CHECK OUT THE RESTAURANT AND THE MENU IN ADVANCE.

During the interview you want to avoid anything "messy" or hard to handle.

Avoid alcohol remember THIS IS AN INTERVIEW.

So arrive at the restaurant 15 minutes in advance.

Greet the Interviewers with a smile and a firm handshake.

Once you have been seated place your napkin on your lap.

If you have to leave the table then place your napkin on the left arm of your chair.

Treat the service staff with the utmost respect.

WHICH FORK DO I USE?

Always start from the outside and work your way in.

ONCE YOU HAVE FINISHED EATING

Place your knife and fork parallel across the plate.

Place your folded napkin neatly beside your plate.

Once the Interview is over

Thank them for their time and the wonderful meal.

Last but not least be sure to send a Thank you note immediately.

On behalf of MBASENSEI I wish you my very best.

INVEST IN YOUR SUCCESS !

RON TAYLOR IS A COMMUNICATIONS ADVISER BASED IN TOKYO