It doesn’t become anxious or depressed at the size of the job, but just undertakes it and deals with obstacles as they come. It always succeeds.
Geoff Burch taps into the core of great personal development writing in The Way of the Dog. He focuses on the two big questions – what do you want to do with your life and how do you do it?
By following the way of the dog, each obstacle in your path is dealt with unfailingly, one at a time.
1. When people ask you for a hot drink. Say Thank you so much, but I just had one. Then set your own time to perfection.
2. Make sure people feel welcomed and expected on their first day of work. Put them with your best employee, not your worst. Bad habits are just as easy to learn as good ones.
3. If your environment is “When the going gets tough, the tough gets going” Work hard,play hard. The fittest survive. I have worked in places like this – it doesn’t motivate, it discourages.
4. Make it completely clear what job you expect people to do. If they fail, don’t punish. Instead, break the job down into easy stages that they can master, and as they achieve each stage, reward them. This way, people will always feel motivated and that they are achieving something. There is nothing more depressing than a job you don’t understand.
5. If you want sheep, don’t waste your time herding goats. Qualify your customers. Question them of course, but this may be misleading. People don’t like to admit that they are goats, so look for clues and ask indirect questions.
6. In all sizes and types of sales, it is important to use positional questions – People don’t feel threatened when talking abou the past. Until you can see where they are, you won’t be able to tell where they are going.
7. Finding and keeping customers is the only activity that generates money, everything else generates cost.
8. You could be as high pressure as the slaughterhouse dogs but, like them, don’t ever expect to see your customers again, ever.
9. If you rush your customers, they will run away.
10. Before we even think of approaching people, just take a few moments to decide what exactly you want to achieve, and where you would like them to be when you have finished.
11. When you have to apologize or deal with a complaint, say that you are sorry and accept full responsibility, no matter whose fault you might think it was. That way three things happen :
a) the customer accepts what you say
b) they respect you
3) they understand
12. Have a clear view of the whole job, warts, obstacles, distance and all. Most of all, don’t fool yourself.
13. However friendly the exchange,if no miserable progress was made, it was still a failure.
14. Have fun.
15. When you are involved with people, family, friends and customers, give 100% of your attention. Be there for them.
16. When things look as though they are going well, stay cool. If you push, you could blow it. If you back off too much, you can also blow it. Be attuned to the panic emotion of the other party.
17. Listen to customers’ concerns. If circumstances were different, there would be a way.
18. If you see a solution to problems, don’t be too eager to blurt it out. Build the problem to value the solution and then get commitment to move forward before solving the problem.
19. Even when your customer has agreed to do business with you, you should praise and congratulate them. It makes them feel good and wish to repeat the experience over and over again.
20. Being good to the people we make our money out of should not cause a conflic.
21. If you run a small business, the obstacles between you and those valuable customers are daunting. But seeing them is half the battle, knocking them down one at a time is the other half. And no, you can’t have easier targets.
22. Put off the vital action
23. You don’t have to be pals outside work to pull together as a great team. Separate people from the problem.
24. Everybody likes to be asked for help. If you are young and inexperienced, don’t ever pretend that you aren’t. The tough, old hard-bitten veteran, more often than not, will come to your side if you respect their ability to help and advise. Don’t be afraid to ask.
25. Always know where you are, how much you have done, and how much you need to do.
26. A real favourite : even when all is lost and you are being carried to the car park by security, look over your shoulder and cry, “I would love to do business with you, please tell me what I need to do” You will often be told and then it is up to you what happens next.
27. Another classic for dealing with conerns : instead of answering the question ” No it is too dear”, try this : I can understand your concerns but to clear things up in my mind, what exactly do you mean, too dear? ” When they explain, you will have a solution.
28. During the journey, write down all things the other party liked. When the end is in sight, list all the things that they liked, get them to agree that they liked those things, and then propose the action.