Sure, you know exactly what you want to say but how frustrating is it when nobody else gets it? A light bulb moment is that special time when the people you are sharing an idea with suddenly understand exactly what you mean.

Developing communication techniques that make it easy for others to see things the way that you see things is essential to effective business communication and to your success.

Let’s look at Five Steps that lead to Light Bulb Moments

1. Always Begin by Defining the Outcome.
First paint the picture of what you want to accomplish, then go back and fill in the details to get there. Like working on a jigsaw puzzle, with a clear picture of the end result, it becomes easier to put the pieces of the puzzle together.
2. Keep it as Simple as ABC.
Explain in steps. A series of steps are easier to remember because they take a large complex task and break it down making it easier to follow and less overwhelming.
3. Make sure that your Points have “Purpose”.
Don’t load your presentation down with needless information that only becomes distracting.
4. State… and then Re-state.
Stating important points a second time will help emphasize their importance and help make them stick.
5. Use Storytelling to Assist.
Facts, data and statistics are often difficult to retain but when you communicate them with a story they become much easier to “picture” and retain.

Communication is a responsibility that everyone in successful organizations master. Your ability to create light bulb moments will win you support, open doors and build stronger relationships.

For more information on improving communication within your organization, check out my articles: “Delivering on Promises will Deliver Success” and “Selling Yourself, Continuously ” both found here on my website… Larry

*An Addition to my September 17th Post

Success in business is all about giving customers what they want and exceeding their expectations. When you are able to accomplish this on a regular basis, you truly become a customer-driven business and they feel a stronger sense of commitment making you almost “competition-proof”.

Let’s look at Five More Things that Attract Customers and Keep Them Coming Back!

1. Value
Price is seldom the reason that people don’t buy. Customers always want to feel that they are getting their money’s worth regardless of your price and they will measure value through the quality, service, communication and attention to detail that you provide.

2. Consistency
Customers don’t like surprises. When you work within your ability to deliver, keep your promises and get things done on time on a regular basis, consistency will become your competitive advantage. Don’t put yourself in a position where you “over promise” and then have to talk yourself out of a jam.

3. Options
We live in a world where choice & selection can be as strong of an influencing factor as price & quality. When there are so many competitors to choose from, providing every customer with choice is essential in making sales and closing deals!

4. Flexibility
As a small business owner, your willingness to tailor your product, service or even terms to a customer’s unique circumstances can give you a competitive advantage over a larger corporate competitor that is not structured to bend the rules.

5. Simplicity
Customers come to you for solutions and don’t want to be burdened by complications. When the process begins to include too many details and conditions you run the risk of losing the customer’s confidence… and their business!

Continuously examine how you interact with your customers, create channels for communication and feedback and react to your customer’s concerns. In other words, make “listening” a priority and a part of your business strategy.

To take a closer look at the logistics of your business operation and how well you perform, check out my articles: “It’s Time for a Performance Assessment” and “Don’t Let your Comfort Zone become your Danger Zone” both found here on my website… Larry

The first set of answers that come to mind for this common question probably include a quality product and service excellence but before a customer gives you the nod, you must pass a series of much more complex expectations.

Let’s explore Five Important Practices that attract customers and keep them coming back:

1. Understanding
Customers are complex beings and the one who gets their business will be the one who they feel connected to. Be the one who has done their homework and embraces them for both their best… and their worst qualities.

2. Attention
Every customer wants to be thought of as the most important thing in your day. That doesn’t mean to shadow them when they are “just looking” but it does mean to make them feel important. Hang up the phone, put down your pen, make them feel like the world has stopped and that nothing else matters.

3. Respect
Customers aren’t dumb. I mean, they were smart enough to find you. People love to buy but they hate to be sold. Respect a customer’s space and don’t be pushy. Listen carefully and react accordingly. In a competitive world, where so many alternatives exist, customers need to feel your respect.

4. Solutions
I’ve said it many times. Be the problem solver that they are looking for. They come to you because they have a problem. If you don’t have the solution, make sure you know someone who does to keep you in the loop.

5. Confidence
There is a degree of risk associated with transaction. Make sure you understand and communicate the advantages & benefits of choosing you and your company. We are all accountable to someone for the decisions we make and you have the power to make your customers feel good about their choices.

Discovering techniques that work is exciting, but you have a responsibility to share… what has been shared with you. And now is the time to start!

For more on improving your communication and service skills, check out my articles: “Develop a Winning Formula for your Competitive Advantage” and “Choose to Choose the High Road” both found here on my website… Larry

An Easy Decision and an Exciting Journey

I got my first Blackberry in 2004 and I was immediately impressed with the accessibility that it provided and its ease of use. It was the perfect device for an on-the-road owner operator who makes communication a priority.

But that was four years ago and suddenly Apple technology has changed everything! Prior to its launch in July, the Apple marketing department began to “leak” information on their new 3G iPhone releasing video tutorials & guided tours to demonstrate the iPhone’s amazing capabilities and I was immediately hooked!

I am big on ‘visuals’ and what first caught my attention was size of the screen (3½”) and its clarity. It makes using the iPhone so easy.

And say good bye to buttons. iPhone uses touchscreen technology. If you want to make the image you are looking at even larger, you take your thumb and index finger and just “pinch and separate” right on the screen and the image grows. Reverse the process to return to the original size.
We’re living in tomorrow today!

Of course, the iPhone is so much more than just a cell phone. It provides an impressive business platform that brings a whole new definition to mobile computing. Its 3G technology gives iPhone fast access to the Internet & email and since 3G networks enable simultaneous data and voice, you can talk on the phone while surfing the web, checking email, or using Maps.

iPhone provides you with an Information Centre that places weather reports, stock reports, a synchronized calendar and contact data base to your home computer as well as an iPod, camera and web browser in the palm of your hand, anywhere you go.

Maps with GPS allow you to find your location, get directions, and see traffic - all from your phone! And I’ve just begun to explore all of this potential. But don’t take my word for it, enjoy this 10 minute video that walks you through everything!

Technology is our future and it might just provide you with the competitive advantage that you have been looking for. For more thoughts on future growth, check out my articles: “Five Great Ways to Think Bigger than the Next Guy” and “Mapping your Success through your Vision & Mission Statement” both found here on my website… Larry

I coached hockey for 8 years and I found that so many of the skills that I utilized at work I brought to the rink. Having said that, many of the techniques that I implemented at the rink, found their way into the day to day operation of my business.

I find there are incredible parallels between operating a successful business and running a winning sports team and the one particular skill that I want to focus on today in this post is the effective delivery of instructions.

Picture this… Its 6:00 am on a Tuesday, I’ve been up since 4:30 and the team is in the dressing room suiting up for a practice. Like assigning any business task or project, if our time on the ice is going to be well spent and productive, I need to be able to clearly outline my instructions and expectations. So I start in the dressing room where I can gather their attention more easily than once they hit the ice and become moving targets!

I begin by explaining what I want to see happen when we get out on the ice knowing that for a small percentage of the players an audible explanation will be all they need. They are my audible learners - they learn by listening and they often respond by saying “I hear ya, coach”.
*Remember, the audible learner doesn’t have to be looking at you to effectively hear you.

Then I turn to the white board and use my coloured markers to illustrate how each of the drills will be executed. As I look around the room I see an additional bunch of heads nod, understanding that they are my visual learners. It’s not uncommon for a visual learner to communicate their understanding by responding “I see what you’re saying coach”.

But I’m not done. When I get them out on the ice, I have them all drop to one knee and I strategically select one of my audible or visual learners to demonstrate. As that single player carefully skates the drill, I once again see more heads nod acknowledging that they too “get it”.

The final step in my attempt to ensure a worthwhile & productive practice is to have the team skate through the drill once for the tactile learners on the team who need to experience it themselves to truly “get it”. This is where I address any last minute adjustments that need to be made before I turn them loose.

I monitor the team closely as they repeat the drills, giving individual pointers and advice on an as-needed basis. My final responsibility as a coach is to recognize when more instruction is needed because the last thing that I want is for my players to practice bad habits.

Think about it. If they are not doing it correctly and I allow them to repeat it over and over again, what happens? They get real good at doing it wrong and their bad habits reach a point where you can’t correct them. The result? We lose both on the ice & off! And its no different with a business.

I see far too many businesses struggle, not because they don’t have the talent or potential but because of poor coaching, poor communication and a lack of follow-up. Let’s end the bad habits today!

For more ideas on improving workplace productivity, efficiency and communication, check out my articles: “Develop a Winning Formula for your Competitive Advantage” and “Finding a Way to Win” both found here on my website… Larry

Think about it. You are given endless opportunities each day to connect and make an impression with potential customers and alliances… riding elevators, sharing a cab, waiting in line for a coffee, etc.
Yet how many of those opportunities slip through the cracks simply because you were unprepared to properly introduce yourself and explain who you are & what you do.
In most cases, you have less than two minutes to make it happen.

First impressions are lasting and you want to be sure that you have given careful consideration on how you can make your first impression short, sweet…
and memorable!

Where should you begin? Remember that “less is more”. Meaning that less information is far more memorable than trying to deliver loads of details to impress them leaving your listener less likely to remember anything.

My Three Hottest Intro-Tips:
1. Always take the initiative when you meet new people. By first asking them what they do, you position yourself to be able to tailor your own intro for a much better fit. And then focus less on who you are & what you do and more on how you can help or on how you have helped people like them.
ie: “I’ve seen you here a few times, what do you do?”

2. Resist the urge to tell them your life story. Tailor your intro around them and their problems and always emphasize the areas that you specialize in.
ie: “We specialize in affordable marketing solutions for small businesses like yours”.
(*Key words: “like yours”)

3. And last but most important, don’t feel that you have to sell them on the spot. Simply sell the idea of getting together for coffee or a formal appointment to hear more about what they do, which will in turn focus on how you can help!
ie: “I’d love to hear more about your operation. Can I buy you a coffee next week?”

With so much of your success riding on it, work on developing & improving your two minute introduction and watch how being prepared makes a difference.

Communication is one of the most important skills to develop as a business owner and finding new business is everyone’s responsibility. Check out my articles: “Selling Yourself, Continuously!” and “Building Brand Awareness and Increasing Share of Mind” on this same theme, both found here on my website… Larry

One of the most incredible gifts that life provides; like fingerprints and butterflies, is the fact that no two moments are quite the same. Recognizing and treasuring those moments that are truly special isn’t something that I do enough of. They often arrive without warning like the calm in a storm where for a split second a little magic is made and if I am not ready for them, they can easily disappear unnoticed.

If there was a way that I could simply “rewind tape” and review my life I know I would be shocked at all of the incredible moments lost and relationships that were never realized.

So how can we ensure that those quality moments are acknowledged & savoured?

Consider the following Three Fundamentals to Capture Special Moments:

1. Keep your Eyes & Ears Open
As Dr. Phil says, “you can’t change what you don’t acknowledge” so begin by simply recognizing that the glass is never actually full and that there is always room for one more special moment.

2. Don’t Overload your Plate
When you find yourself buried in details and logistics I guarantee you are missing some of the most important and significant moments that come with the greatest opportunities and pay-offs.

3. Learn to Recognize the Signs
Emotion, teamwork, chemistry, spontaneity, opportunity and uniqueness as well as increased co-operation & respect all represent signals that tell you something special is happening.

With these 3 fundamentals in place and an awareness that a special moment is waiting around every corner, you will be astonished at the number of unique, defining moments you experience and the exceptional people you become connected to.

Success is built around relationships. For more insight and ideas on expanding your contacts and building relationships, check out my articles: “The Value in Values-Led Performance” and “Attitude is Everything”, both found here on my website… Larry

One of the cornerstones for effective Business Communication, whether it be a sales encounter or a training scenario is the preparation that goes into anticipating each scenario that you might face - the questions that you will ask and the way that you will shape each message and response that you deliver. Creating a script or outline of the topics that you want to be sure to address is essential.

However, far too often with inexperienced presenters the script is seen as the word-for-word message that you must deliver when really it is simply the guideline that you use to ensure that you cover all of the important points.

Let’s not forget the prospect or customer. If you communicate effectively, they will immediately begin to recognize a fit between what you are offering and the problems they are experiencing which often sends the presentation in a totally unexpected direction and you must be able to ride that wave.

Once they begin to ask questions that relate to the fit, they are in essence telling you that they see possibilities and are actually tailoring your message to their needs - the initial stages of a “Close”.

The improv aspect of presenting is where the “Magic” really begins. Your ability to read & react to each situation, to the questions they ask and to the concerns they express, may take you away from your prepared script but you will always have that guideline to go back to when and if the timing is appropriate.

Your ability to interpret your script and put it “in other words” will create a more natural flow to your presentation. Reading or referring too closely to a script will make for a choppy delivery and come across like you don’t really know your material.

No one enjoys listening to a presentation being read but once you begin to speak from the heart, you will find that your audience will get comfortable and begin to relate. The addition of stories, experiences or anecdotes to help deliver your message is yet another way to add an important emotional element to your message.

The key to successful improv in any kind of business situation is to practice, practice, practice. Challenge yourself and seek out as many different opportunities as you can to deliver your message in a manner that your prospects can relate to.

Communication plays a fundamental and important role in your ability to both attract and retain business. Check out my articles: “Speaking of Public Speaking” and “Selling Yourself”, both found here on my website… Larry

In today’s competitive world, being accessible often means the difference between being selected for the projects that you pursue and becoming frustrated because you seem to be losing out to the competition. And often you are closer to being chosen than you think.

Sometimes the one who gets chosen is the one who either responds in a timely manner or is easiest to get hold of.

Let’s keep this simple and talk about:
Three Basic Ways to Enhance your Accessibility

1. Return all calls within 24 hours
Better yet, make it a priority to return calls throughout the day whenever possible. I check my messages constantly and will break between meetings and project work to return calls at 10:30 am, noon, 2:30 pm and the end of the day. A quick response really impresses people!
2. Make sure quotes are completed and delivered within one week
You will be surprised how much attention prospect & customers pay to timing. Make sure that you capitalize on their excitement and enthusiasm before it passes.
3. Embrace diversity in your accessibility
In terms of accessibility, diversity gives people options that offer the customer, the supplier or the contact a variety of ways to get hold of you.

Generally our written correspondence, such as letterhead or emails include other forms of contact information such as your cell phone or your website address but what about your telephone voice mail message?

There are times when we all play phone tag which may seem innocent enough, without fault on either party but sooner or later someone just gives up, the opportunity disappears and everyone loses.

When you call my cell phone number and get my voice mail message, you will notice that I also give you my email and website addresses. I often have people call me for that information and in many cases, written correspondence can work better than a conversation.

The point I want to make in this post is that no one wins with excuses. When you make yourself available, accessible and respond to others in a way that would impress you yourself, good things happen!

Policies and Best Practices address our professional behavior and the “way we play the game”. For more on this subject, check out my articles: “Creating an Action Plan to Ensure your Success” and “Thinking Bigger than the Next Guy”, both found here on my website… Larry

Blogging for many business owners is a new experience (and maybe a little intimidating). Aside from those tech-savvy individuals who are riding the cutting edge of such resources as blogs, wikis and podcasts, these relatively new internet tools require a learning curve and I thought it was time to help get you comfortable. There is a growing buzz around blogging and for good reason. It is changing the way that we communicate and represents a powerful and affordable business tool.

Many of my associates generate newsletters which can be very effective communication and marketing tools but they take time to compile & create and commonly come out monthly or quarterly which is a long time for a follower to wait when you are hungry for information. Today, producing a newsletter is also concerning from a cost perspective for printing and mailing as well as the environmental impact although you can use internet distribution to overcome those concerns.

A blog allows you to “read and react” on a daily basis to timely events and issues in your industry and given the size of a typical post, most everyone has five minutes to check it out and respond.

Respond? Yeah, a blog is interactive. For example, my Business Strategy Workshop blog allows you to respond to each individual post as you choose, to provide your thoughts on the topic, to ask questions and to contribute to the quality of the message.

Blogging is a great way to market yourself and your expertise… and you don’t have to have your own blog site! When commenting to posts on other people’s blog sites you can include your own web site address and email address to channel visitors back to you! How sweet is that?

A blog gives you the flexibility to communicate whenever you want and you can do it in a more palatable manner rather than overwhelming readers with pages of information in one sitting.

Eight Great Ways to Improve your Blog Experience
1. Recognize the kind of information that you need personally and professionally on a continuing basis.
2. Begin the process of searching (Googling) for blog sites that provide that kind of information and bookmark them.
3. Don’t just be a blog reader. Respond to the blogs you read with your own thoughts and comments on the topics posted.
4. Carefully choose the content of how you respond because it will be moderated and posted for all to see.
5. Provide your email and web address so readers from that site can contact you directly.
6. Become a regular contributor to build recognition and establish trust.
7. When you find a blog site that you really relate to and would like a continuous feed, you can subscribe for free. Subscribing ensures that you receive each new post from that favourite site either by email or by RSS - which actually stands for Really Simple Syndication!
This can be done by clicking the “Subscribe” link (like the one on my Home Page), following the simple instructions and then waiting for the next post.
8. As you get comfortable you might want to consider setting up your own blog. My blog designer, Paul Young from Skybound.ca will be happy to help.

So make the commitment to get involved in blogging and take your accessibility, communication and learning to the next level. It’s all a part of positioning yourself to succeed using today’s technology.

For more background information on using blogs as a communication tool or starting one of your own, check out my articles: “Blogs, Wikis & Podcasts” and “www.greatwebsites.go” both found here on my website… Larry