Brands are not for companies. Brands are for people. Brands are for you.
What's your brand?
What are you known for?
What are you known as?
What do you want to be known as?
I met a gentleman who is a fellow speaker and I asked him what he speaks on. He started to stammer and said, "I get that question a lot. Do you want to know what I do speak on or what I want to speak on?"
FAIL. Major fail.
How can you be a speaker and not be prepared to answer the most common question you most likely get asked? And how can you stammer when you are a professional speaker?
But his response got me thinking, at least talking to him was good for something (thanks for the article, buddy!).
How many people are doing something now but have something else they would rather be doing?
How many people are stuck with no hope to get out?
How many people think they can't change who they are?
"When I was young I didn't know what I wanted to be, but I always knew the kind of woman I wanted to become." Diane von Furstenburg said this in an interview. It's powerful and it's eye-opening. Who do you want to become?
You can be catapulted from who you are now to who you want to become through branding. So, I ask again, what's your brand?
Don't have one? Make one. Create one. Build one.
It's easy. You only need these four items:
1. Power Title. Or a logo, or a blog, or a motto, or anything different that represents who you are. Mine happens to be my title. My brand started through my title. When Gitomer hired me to work for him, I had free rein to create my title. I like to be creative and I thought long and hard before I struck a chord on the Double-Tall, Non-Fat, No-Whip Sales Barista. This title has received more compliments and notoriety than any other title I could have come up with. It's created my brand and I've ran with it. I'm known as the Sales Barista. People know me. People who I don't know, know me. You know me. I have a brand. A coffee-centric, unique, creative, professional, and friendly brand. What's your brand?
2. Network. Beyond a great title, you have to have a great network. This network has to be full of successful people who are willing to help YOU become more successful (thank you Jeffrey!). Your network is essential to helping your brand become known. People learn about me through other people talking about me, sharing my blog and articles, and re-tweeting me. There are three types of networks: personal, professional, and social media. You must have people helping you on all three levels to truly excel. Who's in your network? Who's willing to help you become who you want to be?
3. Platform. Your platform and network work together. The network is the people who help you, the platform is the tools that you use. I'm a writer, so I use Sales Caffeine and my blog to get my words out in the world. And sometimes people like what I write, they like my philosophies, and so they share them. My platform is my blog, my social media channels (Facebook business page, Twitter, LinkedIn), Ace of Sales, and my job. All of these tools help build my brand and make me more known. What's your platform?
4. A bigger picture. Furstenburg's quote sums this up perfectly. The bigger picture is what you want to become. The bigger picture encapsulates three things: how do you want to be known, what and who do you want to influence, and what image do you want to portray? What's your bigger picture?
I'm a Double-Tall, Non-Fat, No-Whip Sales Barista. That's my brand and it all started with a title, a conversation starting, brand making title. Thankfully I love the brand I stumbled upon. I never dreamed it would become as big of a brand as it has and I am drinking it up. Here's the good news, you are here from the beginning. You can say, "I knew her back when," when I've become who I want to become.
Your brand can become whatever you want it to be.
Start small. Create your creative power title, start using Ace of Sales to immediately brand yourself (get 45 days free by using my special promocode: barista45), create a social media presence, and use your network to spread your brand.
Start now.
Start being who you want to become.
Start the brand you want to be.
I'm your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?
Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, please visit www.GitomerCertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112.
Monday, October 31, 2011
Monday, October 10, 2011
I Want Super, Not Visor
"Tell the customers to hold on, I need you to go to gate 28."
That's what I heard come across the walkie-talkie as I stood there in disbelief, across the gate counter, while attempting to board an earlier flight from San Francisco to Charlotte. And then she ran away!
Pauline, the supervisor for US Airways, just ran away. No words, no motions, no acknowledgement. No nothing. She just ran off to gate 28, leaving me to ponder: How was Pauline a supervisor?
Pauline was not a supervisor of superior employees.
Pauline was not a supervisor of superior positive attitude.
Pauline was not a supervisor of superior customer service.
Pauline was not super.
Pauline was only a visor.
I had just facilitated three full-day YES! Attitude trainings earlier that week, so my sense of YES! was at full force. From the moment I walked into SFO, I was greeted with US Airways employees (Nora, Jean, and Pauline) who were full of won't, can't, will not, don't wanna, don't care.
In the YES! course I teach how to start with what CAN be done, not what you can't.
Newsflash - customers don't want to hear about all the ways you can't help them, or your company policies (which, by the way, only tick us off more), or anything else that you are trained to say that ISN'T about being friendly and helpful.
Newsflash - customers want people who understand how to be human and treat them as they would want to be treated. Yes, everything we ever needed to learn about being a good person, a positive person, a helpful person, we gleaned from our mothers and kindergarten.
Newsflash - when a customer asks to speak to a supervisor, they are most likely not happy (when was the last time you asked for a supervisor to praise their employee?). If I'm seeking out a supervisor it's probably because the employee I was working with wasn't too super and I'm hoping you will be superior and super.
What does it take to be a superior supervisor?
1. Focus On The Super. The definition of super is to be very good or pleasant; excellent. I love that the word pleasant is in the definition. So infrequently people realize that friendly trumps nearly anything. Be nice to me and you win. Be helpful with me and you win. Be accommodating instead of combative and YOU WIN. To focus on the super, you have to be excellent in attitude, friendly, service, and communicating.
2. Avoid The Visor. The definition of a visor is a shield or protection of the face and eyes. Most supervisors focus solely on the visor part of their title. They are a shield or protector of their company, NOT the customer. They are the person who follows all policies that are not helpful. They are masterful at telling you can't and won't instead of being 'can do'. Personally, I've never like visors, they aren't a good fashion accessory. And I definitely don't think that a visor is a good leadership accessory.
3. Teach What's Right. Sounds so easy, yet many companies and leaders, struggle to convey and empower their employees to simply do what's right. Our day at SFO started out at a ticket counter where Nora refused to check me into an earlier flight because it was 10:29 and the flight was at 11:05. HOWEVER, their company policy is that it can't be less than thirty minutes to take off. Math may not have been my favorite subject, but I would say I had a good SIX minutes left before the cut-off. Nora didn't care. She didn't care about policy or the customer. Her supervisor struck out. Maybe Nora had not been taught to be nice, to care, or to understand that the company’s policy was thirty minutes, not thirty-six minutes before take off.
What would Nora and Pauline's mothers say about their actions?
What would your mother say about your actions and interactions with your customers? Would she say you are super? Would she say you are a visor?
I'm betting she would say you are super (that's what mothers do), but would your customers?
I'm your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?
Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, please visit www.GitomerCertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112.
That's what I heard come across the walkie-talkie as I stood there in disbelief, across the gate counter, while attempting to board an earlier flight from San Francisco to Charlotte. And then she ran away!
Pauline, the supervisor for US Airways, just ran away. No words, no motions, no acknowledgement. No nothing. She just ran off to gate 28, leaving me to ponder: How was Pauline a supervisor?
Pauline was not a supervisor of superior employees.
Pauline was not a supervisor of superior positive attitude.
Pauline was not a supervisor of superior customer service.
Pauline was not super.
Pauline was only a visor.
I had just facilitated three full-day YES! Attitude trainings earlier that week, so my sense of YES! was at full force. From the moment I walked into SFO, I was greeted with US Airways employees (Nora, Jean, and Pauline) who were full of won't, can't, will not, don't wanna, don't care.
In the YES! course I teach how to start with what CAN be done, not what you can't.
Newsflash - customers don't want to hear about all the ways you can't help them, or your company policies (which, by the way, only tick us off more), or anything else that you are trained to say that ISN'T about being friendly and helpful.
Newsflash - customers want people who understand how to be human and treat them as they would want to be treated. Yes, everything we ever needed to learn about being a good person, a positive person, a helpful person, we gleaned from our mothers and kindergarten.
Newsflash - when a customer asks to speak to a supervisor, they are most likely not happy (when was the last time you asked for a supervisor to praise their employee?). If I'm seeking out a supervisor it's probably because the employee I was working with wasn't too super and I'm hoping you will be superior and super.
What does it take to be a superior supervisor?
1. Focus On The Super. The definition of super is to be very good or pleasant; excellent. I love that the word pleasant is in the definition. So infrequently people realize that friendly trumps nearly anything. Be nice to me and you win. Be helpful with me and you win. Be accommodating instead of combative and YOU WIN. To focus on the super, you have to be excellent in attitude, friendly, service, and communicating.
2. Avoid The Visor. The definition of a visor is a shield or protection of the face and eyes. Most supervisors focus solely on the visor part of their title. They are a shield or protector of their company, NOT the customer. They are the person who follows all policies that are not helpful. They are masterful at telling you can't and won't instead of being 'can do'. Personally, I've never like visors, they aren't a good fashion accessory. And I definitely don't think that a visor is a good leadership accessory.
3. Teach What's Right. Sounds so easy, yet many companies and leaders, struggle to convey and empower their employees to simply do what's right. Our day at SFO started out at a ticket counter where Nora refused to check me into an earlier flight because it was 10:29 and the flight was at 11:05. HOWEVER, their company policy is that it can't be less than thirty minutes to take off. Math may not have been my favorite subject, but I would say I had a good SIX minutes left before the cut-off. Nora didn't care. She didn't care about policy or the customer. Her supervisor struck out. Maybe Nora had not been taught to be nice, to care, or to understand that the company’s policy was thirty minutes, not thirty-six minutes before take off.
What would Nora and Pauline's mothers say about their actions?
What would your mother say about your actions and interactions with your customers? Would she say you are super? Would she say you are a visor?
I'm betting she would say you are super (that's what mothers do), but would your customers?
I'm your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?
Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, please visit www.GitomerCertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112.
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