Tips and Techniques to Apply for Motivated Staff and More Sales

One Reason You Get Nervous

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What makes you nervous?

There are many situations on our lives where nerves can be a problem and sometimes they get the better of us.

Where did he go?

I was at a wedding a few years back in the UK. And like most weddings, the best man was there in the church, doing his duty, beside the groom.

However, when we arrived at the reception – no best man! He’d gone AWOL, done a runner, back to Canada where he came from.

Luckily someone stood in for him, and I’m glad they didn’t ask me – I’d want to be paid!Fotolia_21705786_S-203x3001

Me also

It sometimes surprises people when I tell them I get slightly nervous before a speaking or training event. They seem to think that because I’ve been doing it for over twenty years, nervousness would no longer be an issue. You wanna bet?

“Nerves” is a normal human emotion and as I often say – ‘I’d be nervous if I wasn’t nervous!’

However, it’s how you handle the nerves that will determine your success in what ever it is you do.

One of the reasons you get nervous

One of the biggest fears for humans is the fear of rejection and we’ll do almost anything to avoid it. It stops people making speeches, contacting customers, asking for the order, or even asking someone out on a date.

Successful people feel the fear of rejection but they don’t allow it to paralyse them. They take action even although they feel uncomfortable. And of course, the more you do it the less uncomfortable you feel.

In the many challenges you face in life you won’t “win them all” but you must have the courage to try. I read somewhere that – ‘winners make mistakes but losers never do.’

That’s because winners have the courage to try and they know they’ll make mistakes; however that’s how they learn and move forward.

I make mistakes allllllll the time!

What do you think?

Get in touch –

7 Things You Need to Know About Intelligence

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Now this post might be old news to you, but I am always intrigued by people who are described as “intelligent”.

When I was a kid, my parents used to talk about my brother as – ‘The brains of the family’.

That’s us in the picture on the Titanic just before it went down.

EPSON scanner image

Okay, so he did better than me at school and went on to college and obtained a degree in mixing cement, or something like that.

Yes, he’s a Quantity Surveyor with a string of letters after his name, he worked hard for it, and I’m not emotionally damaged, I don’t think!

So what’s this about “brains” and intelligence? What does it mean and why is it so valued.

I was really interested in the studies of Howard Gardener, a psychologist at Harvard University. Gardner’s Theory of multiple intelligences states that – ‘Not only do human beings have many different ways to learn and process information, but that these are independent of each other; leading to multiple intelligences as opposed to a general intelligence among correlated abilities.’ (I copied this bit from Wikipedia; I’m not intelligent enough to write this stuff!)

In 1999 Gardner listed seven intelligences:

Linguistic intelligence. This concerns language and how we use it. Writers, poets, lawyers and speakers are among those that Howard Gardner sees as having high linguistic intelligence. (This might just be me, after all I’ve written four books)

Logical-mathematical intelligence. This is associated with calculation and logical reasoning. This intelligence is most often associated with scientific and mathematical thinking. (Not me; I haven’t a clue, I need my fingers to count on)

Musical intelligence. To do with musical appreciation as well as performing and composing music. (Does being a Michael Jackson fan count?)

Bodily-kinaesthetic intelligence. Associated with physical skills like sport, dancing and other aspects of movement. (Yup; that’s me again. You should see me dancing)

Spatial intelligence. To do with art and design, as well as finding your way around (I’d like to claim a little bit of that)

Interpersonal intelligence. To do with interacting with people socially and sensitively. It’s concerned with the capacity to understand the intentions, motivations and desires of other people. Educators, salespeople, religious and political leaders and counsellors all need a well-developed interpersonal intelligence. (That’s me; loved by millions)

Intrapersonal intelligence. To do with understanding yourself, to appreciate your feelings, fears, motivations and abilities. (I don’t want to go there)

So the next time someone tells you about a so called intelligent person. A sk what they know about design, or the ability to deal with other people, or what musical instrument do they play, or can they fix that scary noise in your car engine?

Always remember that you have qualities and skills that other people do not have and you should be proud of these and believe in yourself.

When you look at this list, you may realise that you are much more intelligent than you think.

And to quote my friend Mr Degas:

There is no such thing as Intelligence; one has intelligence of this or that. One must have intelligence only for what one is doingEdgar Degas

Let me know what you think.

How Do You React to Annoying Behavior?

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Recently, when I was at my home in the Philippines, I awoke one morning to find one of the dogs sleeping on the sofa. All curled up, nice and comfy having nice doggy dreams. (She’s the one on the left in the photo of Motivation 247792_3957018401534_256628686_n (640x480) (440x330)Doc jogging club.)

So whispered in her ear – ‘Please wake up and get off the sofa CAS.’

And if you believe that, you’re as daft as me!

However, when placed in a situation of annoyance, shall we say; do you:

  1. Think or do you react?
  2. Allow other people (or dogs) to decide your behavior?

You probably answered ‘Think’ and ‘No’ to these questions, but do you ever catch yourself saying:

‘She makes me really mad!’

‘His behavior really annoys me!’

‘How dare she speak to me like that!’

‘If he thinks I’m just going to do what he wants!’

Is it possible, that in making any of these statements, that:

1, you’re reacting and 2, allowing other people to decide your behavior?

Does the other person make you mad, or do you decide to get mad?

Do you react to what a customer, or a colleague or your boss, does or says to you, or do you think before you take action?

You’re the boss

Before you achieve anything in your life, you need to take charge of your thinking. When you take charge of your thinking, you take charge of your life.

Thinking is all about communicating with yourself; it’s all the little things you say to yourself while you’re awake.

(Just don’t say them out loud or the men with the white coats will take you away!)

That’s a lot of thinking

I read somewhere that the average human has 12,367 thoughts every day. Now, don’t ask me how they worked that one out, but let’s just accept that we do a lot of thinking and communicating with ourselves. The thing is that, 70 percent of these thoughts or internal communications are negative and encourage negative behaviour.

How you think, your relationship with yourself is what decides how well you communicate with your customers, your colleagues, your team members, your boss, and the dog.

The most important relationship you’ll ever have is the one you have with yourself, so you’ve got to get that right.

Henry Ford said, (he was the guy who started all the traffic chaos) – ‘Thinking is the hardest work there is, that’s why so few people do it.’

Always on time

I’ve always had a thing about good timekeeping; it’s something that’s been programmed into my brain. If you agree to meet me at 8.30 in the morning, I‘ll be there at 8.20; I will always do my utmost be on time.

So I used to get annoyed when a member of my team would show up late for a meeting or an appointment with me.

When I got annoyed I’d get stressed, I would react, and end up saying something that I regretted later. So I learned to start thinking about the situation and try to see it from their point of view. I decided not to react or let my programming run my brain.

That doesn’t mean to say I ignored the lateness or did nothing about it; I thought very carefully about what I wanted to say, and spoke to the team member about how we would resolve this situation.

Don’t get stressed

The point is this – I’m not prepared to allow that team member’s behavior to run my mind.

Getting annoyed and stressed is not good for your health and it isn’t a productive way to motivate your staff, deal with your customers or handle your mother-in-law.

You have to decide who runs your mind; is it you or is it someone else?

So – think about that!



7 Essentials of a Well-Written Email

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I’m a fan of Michael Katz. And if you are thinking of producing a newsletter, or improving your own, you should check this out.

7 Essentials of a Well-Written Email Newsletter [Infographic]
Like this infographic? Subscribe to my twice-monthly marketing newsletter here for more of the same.

How to Avoid Alienating Customers

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I know this may come out as a bit of a whinge. However, it really saddens me to see organisations who talk a good game about customer service, and then make a real hash of it.

The story

Two weeks ago I ordered a sewing machine from a company called Lazada.sewing machine

According to their website – Lazada is Southeast Asia’s number one online shopping and selling destination.

Of course they are number one, because Amazon have no presence there. I suspect that is because there is no delivery or postal system that would meet the Amazon standard.

I ordered the machine for my partner in the Philippines, paid for it by credit card, and was given a delivery date.

However, a few days later, Lazada sent me an email cancelling my order because they had made a mistake with the price. I reckon the price difference was about £5 to £6.

I paid £140 for the machine, plus a transaction charge of £4.

Lazada refunded my credit card £134.

So I’m out of pocket £10 and no machine.

Okay, so this is starting to sound like a whinge, but bear with me.

My questions to people in business are

  1. Do you want customers to come back to your company and buy more products and services?
  1. Do you want customers to talk positively about your company to other people and encourage them to buy from you?
  1. Do you want customers to accept your prices and be happy to pay them?

Or –

  1. Do you want customers to never deal with your company again?
  1. Do you want customers to tell other people never to buy from your company?
  1. Do you want customers to give you hassle about your prices and be slow to pay?

We all make mistakes

In any business, mistakes will be made from time to time, but there is always the opportunity to Recover with the customer.

In this situation, Lazada should have said – ‘We messed up; we got it wrong, but we want the customer to be happy. So we will have to take a loss (if it is a loss bearing in mind the difference is £5) on this transaction. Just as long as the customer is happy and continues to deal with us.’

Business have to run at a profit, but you need customers and more of them.

Lazada send me emails every day trying to sell me more products; I dump them all.

A positive customer service story

I ordered 50 copies of my book, How to be a Motivational Manager, from Amazon in the UK. This was to be delivered to one of my clients in the Philippines.

25 of the books were delivered, but the other 25 disappeared. (What did I say earlier about distribution and postal service in that part of the world?)

I contacted Amazon, and they immediately sent another 25 books to the Philippines at no extra cost. (The missing 25 books eventually turned up back in the UK)

Now that’s what I call Recovery!

Amazon took action immediately, they took the risk that they might lose out on this, but they just wanted to keep the customer happy. As it turned out, they didn’t lose out, other than extra delivery charges, and they made me happy!

Lazada still don’t understand that, hopefully on day they will.

Alienating customers is too costly – you can avoid that by recovering well and building a positive relationship with your customer.



3 Reasons Complaints Are Good for Business

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Don’t you just hate it if you hear complaints about your business? Well, you shouldn’t.angry businessman

Here are 3 reasons why complaints can be a positive thing for your business.

  1. They point out areas that need improvement
  2. It gives you another chance to provide good service and satisfy the customer
  3. It is a wonderful opportunity to build your relationship with your customer. If you recover well, the customer is likely to forgive you and come back again. They are also more likely to say positive things about your business to other people.

75% of customers will buy from you again if you resolve their complaints to their satisfaction.

Sadly, a typical business will hear from only 4% of its dissatisfied customers.

Make your business easy to complain to – it’s good for you!

For regular Booster Shots From The Doc51je1l11k3l-_uy250_

How to find more customer through word of mouth

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Would you like me to recommend a training company?

Okay, I can do that, I’m familiar with about 20 different companies that I’ve had contact with over the years.

So perhaps I could recommend one.

‘Why so few’ you ask?

Because I’ve discovered over the years that most of them do not practise what they preach.

I’m thinking particularly about the training companies who run customer service and sales programmes.

They will tell you all about customer relationship building, generating word of mouth, referrals and all that good stuff.

And it is good stuff, but they don’t practise it themselves.

Word of mouth

Now I know you’re thinking that this is just grumpy Alan having a whinge because I haven’t had a call back or an email reply. And after all I’m not exactly a potential client for any of these companies.

But I do know potential clients for these companies, and I do network, and have friendships with many business people.

“Word of mouth” is an extremely powerful way to find new customers or clients. (And it’s also a powerful way to lose them)

If you want positive word of mouth, then you have to do something about it.

What about you

Think of all the organisations you’ve had contact with. How many would you recommend to other people?

Every person who contacts you or your business, whether buying or selling, could recommend you to someone else.

So it makes perfect sense to treat them all with courtesy and respect. A thank you email or a thanks but no thanks reply, will only take two minutes out of your day, and may prove invaluable.

I can think of one or two organisations who have rejected my services (hard to believe – eh) but I would still recommend them to others.

That is because of their good manners and courtesy.

Gimme a job

I was listening to a young graduate on TV this morning. He has written around 1000 job applications and received replies from about 10%.

None of them have given him any feedback. (Perhaps someone needs to tell him that his CV or application letter needs some work!)

And to finish on a positive

In 2007 when I was trying to get my first book published, I sent my proposal to every publisher I could find around the world.

Rejection, rejection, rejection! But do you know what? Many of these notes of rejection, gave me some feedback or recommended another publisher I could approach.

Eventually How to Books said they would at least talk to me, and three books later…..

If you want to find more clients, and make more sales, then every connection counts.

So, do you want me to recommend a publisher?

Please sign up for my newsletter Booster Shots from the Doc

all books

How to Motivate Your Staff

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I’m a big fan of Daniel Pink, so I had to post this articledanielpink-600

However, it never fails to amaze me that we are still talking about staff motivation. Too many managers and organisations are still not getting the message.

I know of one organisation who advertise for call centre staff – daily! Their rate of attrition must be horrendous, and cost them a heck of a lot of money in recruitment and staff training.

There is still a carrot and stick mentality, and box ticking appraisals every so often.

I particularly like what Pink says:

“Ultimately what it gets to is who is the human being on that laptop, on that mobile phone, across from that customer? What is making him or her tick? If we get that wrong, we’re going to have a very impoverished future of work.”


“When you reward behaviour, you do get more of it, sometimes. When you punish behaviour, you do get less of it, sometimes. But not all the time.”

If you want engaged and motivated staff who produce business results, then you really should read articles like this.

And read my first book, of course! (And it’s not about carrot and stick)41tl4u-h9zl-_uy250_

How to be a Motivational Manager

How to Live Longer

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I have found the answer to eternal life. Well maybe not eternal, but you could certainly live longer.Dog Tired of Phone Calls

But first let me ask you; don’t you just hate it when people say ‘What’s wrong with you today, you don’t look very happy?’

Maybe you don’t feel like smiling on that particular day, for no particular reason. Or maybe you feel like punching them in the nose.

However, a report in American Psychologist states that:

Smiling and being agreeable influences the length of people’s lives in a positive way – Wow!

On the other hand, being grumpy increases the likelihood of a violent death, heart disease, cancer etc – oh dear!

And punching someone on the nose may result in a violent death!

If DC says it; it must be true

Dale Carnegie in his book – How to Win Friends and Influence People, says: ‘People who smile tend to manage, teach and sell more effectively, they also raise happier children.’

Are your teeth okay?

Another survey found that 75% of respondents thought that an unattractive smile would be bad for their career. While a whopping 92% said an attractive smile was a necessary social asset.

Watch out for the scary people

These sorts of reports have been around for years, but many of the people that I come into contact with don’t seem to have received the message.

I’ve attended business networking meetings where many non smiley people look downright scary. And they wonder why they don’t gain any benefit from their networking!

Many of the people at my local health club look downright unhappy. You’d think they were there as some form of penance rather than as part of their fun and leisure time.

Are you sure your teeth are okay?

Of course many people don’t smile because they’re nervous; they lack confidence or have low self-esteem. Some people on the other hand actually believe they’re smiling when the face they present to the world could actually turn milk sour.

Have a look at your face from your side

I’m not suggesting that we all go around with big smiles on our face grinning inanely at people we hardly know. If you did that, then the men in white coats would soon be dragging you off to a place of detention. However, I am suggesting that we think about the face we present to other people.

By sporting a warm smile at the appropriate time we can only smooth the path for the people we’re dealing with. We also boost our own confidence and it allows us to relax and make the most of a situation.

Here come the technical bit

Smiling stimulates the release of endorphins, the body’s feel-good chemicals, which has an ongoing positive effect. It’s a two way neurological process; when you smile you literally become happier, and when you’re happier, you smile more. If someone gives you an unsolicited smile, you smile back and in this way we directly affect each other’s moods.

Switching on a smile will only bring benefits – you’ll be happier and everyone else will be happier – so keep smiling!

And in the words of W.C. Fields:

‘Start each day with a smile and get it over with’.

(That was just to make you smile!)

And let me make you smile more often – put your email address in that box on the top right. Don’t worry, I won’t give it to anyone else.




10 Reasons Why People Who Care Less About What Others Think Are More Likely to Be Successful

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Do you feel that you always have to please others? Do you worry that they will think you selfish if you concentrate on what you want. But if you want success for you and your family, then this article may help.

Finding success for the successful is more about having to care less about what others say.

Source: 10 Reasons Why People Who Care Less About What Others Think Are More Likely to Be Successful

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