Measuring outsourced services for your success

Working With Outsourcing For Your Success

By Ryan Gibson, Global Entrepreneur

[email protected] or Skype: RyanGibson

Introduction

1. Pick A Champion and Be A Champion

2. Defining and Following Tasks

3. Workload Reporting

4. Making Time and Timezones work for you

5. Keeping Focus

Be the Champion and Build the Champion

4

Listening & Talking Body Language

Plan

Formal Education Knowledge Of The Job, The Industry,

1. The Real Internal You

2. The Communicating You

3. The Organising You

4. The Knowledgeable You

5. The External You Physical Appearance

Implement Control

Clothes Physical Surroundings

Personal Excellence From The Inside Out

Personality Styles

Customers, Competition, Products, Services

5

Success Qualities

1. Motivation

2. Precision

3. Direction

4. Flexibility

6

1. Motivation

• Desire to be the best

• Earnings – key measure of success

• Competitive by nature

• Has the edge through communication

• Turns problems into opportunities

• Moves, stands and talks in a positive way

• Refrains from negative, pessimistic statements and ignores those made by others

7

2. Precision

• Focus• The Ability to decide what is important

• Will tackle unpleasant jobs

• Invests time convincing clients that the product is right for them – price is not such an important issue

• Detail• Does the job consistently and systematically

• Plans and organises

• Keeps notes of appointments, actions, reminders and deadlines

8

3. Direction

• Assertive• Tough minded and confident in negotiation

• Belief in self and believes in the product – it shows

• Handles negatives and insults well

• Relationship• Builds rapport with customers and colleagues

• They know that people buy from people, they are always selling

• 100% focus on clients

• listens

• constant contact

• Praises support staff internally and with the customer

9

4. Flexibility

• Ability to read other people and situations and to adapt their own behaviour accordingly

• They get excited when the customer is excited –businesslike when the customer is businesslike

• Adjusts posture, volume and tone of voice to suit (match) the prospect

10

The 5 Rapport Building Strategies

1. Adjust the real internal you

2. Drop the role

3. Match the total person

4. Talk their language

5. Be a complete listener

11

Adjust the Real Internal You

…What do I believe?

…Why do I believe this? What are my references?

…How do I know these references are true?

…There was a more positive logical explanation for a new reference that could replace my current belief?

…These current beliefs were replaced with beliefs that were more positive and empowering?

…They were more positive - WHAT WOULD THEY BE?

WHAT?WHY?

HOW?

WHAT IF?

12

Drop the Role

• Be a person not your position or title

• Check your voice tone … is it natural

• Show sincere care

• Listen to understand not just to respond

• Check your body language, don’t type in CAPs etc, careful not to scream in your digital communications

• Adjust your language

13

Effectiveness Levels of the Various Aspects of Communication

• 7% is in the words

• 23% is in the Tone of Voice

• 35% is in the Facial Expression

• 35% is in the Body Language

14

Ways We Can Mirror People for Improved Rapport

• Eye movements

• Gestures and posture

• Breathing rates

• Tonality

• Flow of language

• Pace

“People like to do business and socialise with people who are much like them”

15

The 3 Types of Communication Style

The Visual The Auditory The Kinesthetic

16

The 3 Most Common Types of People in Reference to Information Accessing and Choice of Language Representational Systems

• THE VISUAL• Tend to rely on visual stimulus as a frame of reference when

communicating

• THE AUDITORY• Tend to use text, words and detail as a frame of reference when

communicating

• THE KINESTHETIC• Tend to use feelings and emotions as their frame of reference when

communicating

17

Language of the 3 Types

Visual Auditory Kinesthetic

• Birds eye view

• Eye to eye

• Get the picture right

• Look the other way

• Sight for sore eyes

• Mind’s eye

• Flashed on

• Beyond a shadow of a

doubt

• Rings a bell

• Give me your ear

• Tattle tale

• Tell the truth

• Tuned in/out

• Hidden message

• Word for word

• Talk me through

• Be on your toes

• Come to grips with

• Get a handle on

• Hang in there

• Keep your shirt on

• Stuffed shirt

• Stiff upper lip

• Set your cards on the

table

18

Similar Descriptions Across the 3 Systems

Ease outFade outDissappearIt will…

Feel it outTune inLook aroundJust…

Slip upBlow itMess upDon’t…

Hand fullEar fullEye fullWhat an…

ReachEarshotSightIt is within…

PushyBombasticGaudyIt is …

KinestheticAuditoryVisualStatement

19



UncoverOpen your earsIlluminate

RerunReviewRelook

Strike youRing a bellLook familiar

Get a hold ofRecallImagine

Move him through it

Talk him through itIllustrate it to him

It will…

We have to…

Does this…

I need you to…

She will …

20



Bring it in …Call attentionPoint it out

Touched uponAlluded to…Pointed to it

DemonstrativeInstructionalIlluminating

Got a hold of…Tuned into …Flashed on

I want to…

He…

It was…

My mind has…

21



NumbDumbfoundedBlank

VibrateResonateRadiate

Walk throughExplainShow

Carry it throughHear it outSee it through

Feel it outSound it outLook it over

StanceCommentPerspective

Absent

Emit

Demonstrate

Persevere

Consider

Attitude

22

Unspecified


KinestheticAuditoryVisual

Display

Notice

Ignore

Attentive

Ostentatious

Plain

Put on paradeSound offShow off

Feel outListen inLook around

Pass overTune outOverlook

Care forListen on itLook after

SlickLoudFlashy

DullMutedLackluster

23

Unspecified


KinestheticAuditoryVisual

Rehearse

Demonstrate

Remind one

Conceive

Identify

Understand

RerunRepeatReview

Lead throughInstructIlluminate

Strikes youRing a bellLook familiar

Get a hold ofCall upImagine

Pin pointCall attention toPoint out

Catch on Grasp

Tune inClicks into

Get the picture

24

The Complete Listener

• Effectively open the door

• Passive listening

• Use acknowledgement phrases

• Listen Actively

• Ask them the 4 questions• What? Why? How? What if?

Communication through Questions

• Closed Questions (This is where you are asking a questions but telling them what you want. Such as “don’t you think it would be faster if you did this another way such as, xyz.”)

• Open Questions (What do you think is the best way to get this done, and faster, is there anyway to automate it, etc.)

• The Request (Automate this process, its taking too long.)

• Leading Questions (I once worked with a team that did work this way, XYZ, doesn’t it make sense for us to do it this way with you as well.”

• Directive Questions (We only have 2 weeks to get this done, I need to see a prototype by this coming Friday, can you make this date. Or Here is the website and database, I need you to contact everyone on this list by the end of the week, can you do it. I have looked at your “reports” and it seems that it’s a reasonable request, just you need to work about 10-20% harder to get it done. Can you meet this directive?)

26

The 9 Stages of Business Growth

Koiuiuier Kkjlkuiukjkjkjjdlfu

56/98/9876

Capitalising on Business Growth Stages & Cycles

Survive

&

Blame

Control

&

Profit

Achieve

&

Nourish

Adjust

&

Change

Expand

&

Risk

Establish

&

Maintain

Sell

&

Do

Create

&

Excite

9

Dormant

Stage

8

Establishment

Stage

7

Mature

Stage

6

Success

Stage

5

Turbulent

Stage

4

Ambitious

Stage

3

Stable

Stage

2

Take-off

Stage

1

Concept

Stage

If you are GREEN you are GROWING - If you are RIPE you are ROTTEN

Advancing / Growing Declining / Aging

ROI&

Status

27

• Branch, franchise or

community business

• Adding of a few

professional staff

members

• Established name

• Maintain market niche

• Basic systems

• Routine

• Owner / Key person

disengages

• Needs periodic

infusion of ideas, etc.

• Now oriented

• Urgency - cash &

customers

• Quick decisions

• Inaccurate projections -

no past

experience

• Founder - Key source

of energy

• Very little delegation

• No deadwood

• Very few systems

• Build excitement,

energy & commitment

to equal challenges

ahead

• Who will do it?

• Emotional

commitment &

ownership

• What? How? When?

• Generalities

• Contradictions &

continual changing

of idea/concept

Stage 1

Concept Stage

“Create & Excite”

Stage 2

Take-off Stage

“Sell & Do”

Stage 3Stable Stage“Establish &

Maintain”

28

• Clarity & Momentum

• Professional organisation

• Very functional

• No waste

• Controlled planned growth

in sales and profits

• Plan for cash needs

• Know what, when, why

and how to get there

• Prime of business life

• Slows down to plan,

systemise and

professionalise

• Conflict

Founder, professional

mgr

founder, board, old boys,

new people

• Often change in

leadership or leadership

style

• Systemisation begins to

take over from

individualism

• Sacrifice sales to adjust

• Prospering – cash

flowing

• Opportunities every

where

• Growing, expanding,

diversifying

• Fingers in too many

opportunities

• Too much to do – Key

people

• Responding – not

planning

• Over confidence,

excessive optimism,

arrogance

• Delegation without

control systems

• Pending crisis

Stage 4

Ambitious Stage

“Expand & Risk”

Stage 5

Turbulent Stage

“Adjust & Change”

Stage 6

Success Stage

“Achieve & Nourish”

29

• Personal survival focus

not customer focus

• Politics – camps / cliques

• A bureaucracy

• Administrators everywhere

• Tradition and habit not

reasoning

• Organisation dies or

becomes a monopoly or

subsidised by politicians,

foundations etc.

• Customers have to be

experts at working through the maze

• Lots of cash

• Eliteness & status

• Formal

• Elaborate buildings and poshness

• Air of arrogance and

intimidation

• Rules & policies - don’t

rock the boat

• Declining market share & negative cash flow starts

• Senior executives

untouchable

• Beginning exodus of

entrepreneurs, marketers& performers

• Company is strong

• Still action & results

oriented

• ROI is prime performance measure

• Sense of security

• Well organised

• Facts, figures &

measurement begin to

replace creativity &

entrepreneurism

• Lack of urgency

• Past achievements &

history is important

• Starts to lose flexibility

Stage 7

Mature Stage

“Control & Profit”

Stage 8

Establishment Stage

“ROI & Status”

Stage 9

Dormant Stage

“Survive & Blame”

30

What Are The Benefits / Advantages of Understanding Business Stages?

31

Benefits of Understanding Business Stages

• It helps you determine the:• Client’s primary interests & challenges

• Decision makers & how they may decide

• Best way to sell, service & market

• Risks, potential problems & opportunities

• It adds credibility to you as a knowledgeable trusted advisor

32

Rate Yourself0 to 10 on Lines A & B

(Most of the time – Most situations – Most people)

Have others rate you – lines A & B

Line A: Person 1 ____________________ Line B: Person 1 ____________________

Person 2 ____________________ Person 2 ____________________

Person 3 ____________________ Person 3 ____________________

Average ____________________ Average ____________________

Line A

Line B

Very

outspoken

and / or

extroverted

Very

structured

and / or

regimented

Very

unstructured

and / or casual

Very quiet

and / or

introverted10 9 8 7 6 5 4 3 2 1 0

10 9 8 7 6 5 4 3 2 1 0

33

Very

Outspoken

And / or

Extroverted

Quick

Read Tool

Quick

Read Tool

Very

Quiet

And / or

Introverted

Very Structured and/or Regimented

Very Unstructured and/or Casual

PP

CP

PC

CC

SP

AP

SC

AC

PS

CS

PA

CA

SS

AS

SA

AA

Promoter Supporter

Controller Analytical

54 3 2 1

09 8 7 6

10

4

3

2

1

0

9

8

7

6

10

B

AA5

4 3 2 10

9 8 7 610

4

3

2

1

0

9

8

7

6

10

B

AA

B

Personality Profile

34

Supporter

• Caring and indirect

• Right brain-creative

• Decides slowly with others involved

• Relationship / communication is important

• Wants acceptance and inclusion

• Acts slowly and comfortably

• At work unstructured, relaxed and personable

35

Supporter

• Speciality is helping

• Assets – listening, teamwork & steady

• Liabilities – too easy, lack of goals & starts slow

• Fears unexpected situations and change

• Is secure with friendship and co-operation

• Assesses others value by compatibility, their relationships and how close they become

36

Supporter

• Inspired if included and needed

• Doesn’t like harshness, impatience and being rushed

Under pressure:

Fits in – Indecisive – Shies away

37

Analytical

• Controlling & indirect

• Left brain – logical

• Decides slowly with research

• The task – the method is important

• Wants facts, info, details and accuracy

• Acts slowly and systematically

38

Analytical

• At work is structured, practical and formal

• Speciality is accuracy

• Assets – numbers, plans, systems, organisation

• Liabilities – procrastination, perfectionism and being critical

• Fears losing face

39

Under pressure:

Avoids / Blunt / Stubborn

Analytical

• Is secure with preparation and thoroughness

• Assesses others’ value based on precision,accuracy and activity

• Inspired with “the process” and being competent

• Doesn’t like being pushed, disorganisation andunpredictability

40

Controller

• Controlling and direct

• Left brain – logical

• Decides quickly and conclusively

• The task and the results are important

• Wants performance, bottom line and results

• Acts fast and in a definite way

41

Controller

• At work – structured, active and efficient

• Speciality is action

• Assets – leading, delegating and inspiring

• Liabilities – need to be right, impatient, insensitive, dislikes detail

• Fears losing control

• Is secure when in charge

42

Controller

• Assess others by their success record, actual results and progress

• Inspired with winning and when in charge

• Doesn’t like wasting time, indecision and details

Under pressure:

My way or the highway / autocratic

and critical

43

Promoter

• Caring and direct

• Right brain – creative

• Decides quickly and spontaneously

• The relationship, socialising and fun are important

• Wants approval, recognition and energy

• Actions are fast and free

44

Promoter

• At work – cluttered, friendly and stimulating

• Speciality is being able to express themselves – expressive

• Assets – persuading, entertaining and starting fast

• Liabilities – unfocused, careless and ignores details

• Fears losing status

45

Promoter• Secure with visual approval and when others are

enjoying themselves

• Assesses others values by status / recognition and the network of influence

• Inspired when pursuing something and are part of something

• Doesn’t like regulation, routine & perfectionism

Under pressure:Attacks and can be sarcastic

and superficial (fake it)

46

Very

Outspoken

And / or

Extroverted

Quick

Read Tool

Quick

Read Tool

Very

Quiet

And / or

Introverted

Very Structured and/or Regimented

Very Unstructured and/or Casual

PP

CP

PC

CC

SP

AP

SC

AC

PS

CS

PA

CA

SS

AS

SA

AA

Promoter Supporter

Controller Analytical

54 3 2 1

09 8 7 6

10

4

3

2

1

0

9

8

7

6

10

B

AA5 4 3 2 1 09 8 7 610

4

3

2

1

0

9

8

7

6

10

B

AA

B

Personality Profile

PPPromoter

Promoter

CPController

Promoter

CCController

Controller

SPSupporter

Promoter

APAnalytical

Promoter

ACAnalytical

Controller

PSPromoter

Supporter

CSController

Supporter

CAController

Analytical

SSSupporter

Supporter

ASAnalytical

Supporter

AAAnalytical

Analytical

PCPromoter

Controller

SCSupporter

Controller

PAPromoter

Analytical

SASupporter

Analytical

47

Skills In Building Rapport

• Sincerity - Drop the traditional roles

• Awareness:• 7% in the words

• 23% in the tone of voice

• 35% in the facial expression

• 35% in the body language

48

Skills In Building Rapport

• Match / Mirror / Pace - Be similar to them

• Use familiar language

• Storytelling

• Listening through clarification

49

Factors For Success

• IQ

• Emotional intelligence

• Soft skills - social skills

• Strategic planning & marketing

• Skills & personal habits

50

Management

Comments &

Ideas

Actual

Completion

Date

Target

Completion

Date

Plans of Action

Possible

Learning

Sources

Area of

Improvement

and Why?

Date: ______________ Learner Name: ______________________ Pg. No.: ___________

The Self-Directed Learning & Development Plan

Setting Tasks and Following Through&

Workload Reporting

52

Sub-Projects/Sub- Topics/Ideas/Solutions/Action StepsProject Leader:

Date:Knowledge Brokers International

Topic/Project:

Bill Gibson’s Storyboard Action System

Step 1

Write down a question

type objective for the

planning session

Step 2

Enter the date and name of the facilitator or the planning process

53

What are the things I can do to

improve my real estate Sales and marketing? Bill Gibson

4 January 2002



Topic/Project:


? ? ? ? ? ? ? ? ? ? ? ??

Step 3

Brainstorm all the possible sub-topics or sub-projects that you will need to work on to

reach the stated objective ?

54

Bill Gibson

4 January 2002



Topic/Project:



improve my real estate Sales and marketing?

? ? ? ? ? ? ? ? ? ? ? ??

Step 4

Generate solutions

and specific ideas you want

to implement under each of

these sub-topics

55

Bill Gibson

4 January 2002



Topic/Project:




Articles about

me/target

Mind

blowing

serv plan

Take one and

sponser table

top disp

Pictures of

me/activities/cli

ents/family

Key

influence

program

How-to

storyboard

Inexpensive

professionals

Relation-ship building

tools

Unique giftsTeam/assoc

endo

Method of

follow up

Economic

Cycles

70% client

30% me

On Computer

Fancy FaxCompetitor

endorsementBy Hand

Usable tools

for the home

owner

Recog-nisable endorse-mentsActual

program

written

Follow-up post

cards

Be unique use

bullet points

Assemble

my list

Unique

business card

Utilize visual

power points

Identify

target

market

Develop

strategic

alliances

Innovative

Marketing Tools

Personal

Marketing

Brochure

Build a data

base system

Highly effec-tive assistantor associate

What non-competitivepeople deal

with my poten-tial clients. ie -

Bankers

Appraisers

Weeklycontact

Networkinggroup 6people

Rapport

Building

Strategy

Personal

Call

Strategy

Professional

Presenter

Skills

Telephone

Call

Strategy

Support

Team

On-Side

Improve

Productivity

Newsletter

To Potential

Clients

Personal

Training

Plan

Boost Morale

And

Performance

Know why Iam doing this

Ask myselfthe right ques-

tions daily

Try quittingeven for an

hour

Performancepartner

relationship

Track myperformance

Utilizemotivational

tapes

Positive newsclippings

On-line forworld wide

input

Network ofagents in

other centres

Monthly net-work confe-rence call

Go to directmarketing

assoc. conf.

Join Toastmasters

Personal men-tors in/out-

side industry

Training plantogether

Training bud-get / do tourof realtors

Spend a fewdays with the

top agent

Insurance, financial, home

owners info

Ways to cuthousehold

costs

Informationon lawn care

etc.

For salesection “home

items”

Articles byother people

Stories aboutother people

70% client30% meBenefits

Retirementinfo

Believe-it-ornot

crosswords

Confirmappointmentdays ahead

Confirm sameday

Prune myclient list

Daily planswith priorities

Utilizetravelling andwaiting times

Maximizepeak energy

time

Take a timemanagement

program

Devote timeto computerliteracy prog.

Productivitywasters plan

Identify whothey are?

• Receptionist• Corporate• Trainer

• Manager• Spouse• Children

Celebrate withthem

Ask what theyvalue in a

relationship

Special eventsand dates

Show the partthey play

Have my ownmini-confe-

rence

Clearly sayThank-You

Cellularphone

Pager tone &voice speed

sensitive

Bodylanguage

tape myself

Let supportpeople knowwhere I am

Daily ticklersystem

Break out telcalls on my

daily call sheet

Review allcalls weekly

Trigger pointsnear phonebe happy

Mirror by thephone

Speak on myexpertise

Research myaudience

Identify whoI can speak

to

Set the stagewith confi-

dence

Use contrast/music / walls& flip charts

Audience par-ticipation pre-sentation kit

Check room &all equipment

in advance

Storytell market myself

Match andpace theaudience

Fax introfrom mutual

friend

Note on card& personal call

from friend

Take some-one with me

Letters, faxes& news

releases first

Do donut strategy

VIP networkbreakfast

Sponsoruseful seminar

Get evaluation“Forms”

Monthly, daily, weeklycall sheets

Matchingpacing mir-roring skills

Research theperson or co.

in advance

No surprisesstrategy

Knowledge ofthe industry

Dressaccordingly

Pick the rightplace

Utilize help-ful frequency

Always comewith some-thing new

Drop therole

56

Bill Gibson

4 January 2002



Topic/Project:




Articles about

me/target

Mind

blowing

serv plan

Take one and

sponser table

top disp

Pictures of

me/activities/cli

ents/family

Key

influence

program

How-to

storyboard

Inexpensive

professionals

Relation-ship building

tools

Unique giftsTeam/assoc

endo

Method of

follow up

Economic

Cycles

70% client

30% me

On Computer

Fancy FaxCompetitor

endorsementBy Hand

Usable tools

for the home

owner

Recog-nisable endorse-mentsActual

program

written

Follow-up post

cards

Be unique use

bullet points

Assemble

my list

Unique

business card

Utilize visual

power points

Identify

target

market

Develop

strategic

alliances

Innovative

Marketing Tools

Personal

Marketing

Brochure

Build a data

base system

Highly effec-tive assistantor associate

What non-competitivepeople deal

with my poten-tial clients. ie -

Bankers

Appraisers

Weeklycontact

Networkinggroup 6people

Rapport

Building

Strategy

Personal

Call

Strategy

Professional

Presenter

Skills

Telephone

Call

Strategy

Support

Team

On-Side

Improve

Productivity

Newsletter

To Potential

Clients

Personal

Training

Plan

Boost Morale

And

Performance

Know why Iam doing this

Ask myselfthe right ques-

tions daily

Try quittingeven for an

hour

Performancepartner

relationship

Track myperformance

Utilizemotivational

tapes

Positive newsclippings

On-line forworld wide

input

Network ofagents in

other centres

Monthly net-work confe-rence call

Go to directmarketing

assoc. conf.

Join Toastmasters

Personal men-tors in/out-

side industry

Training plantogether

Training bud-get / do tourof realtors

Spend a fewdays with the

top agent

Insurance, financial, home

owners info

Ways to cuthousehold

costs

Informationon lawn care

etc.

For salesection “home

items”

Articles byother people

Stories aboutother people

70% client30% meBenefits

Retirementinfo

Believe-it-ornot

crosswords

Confirmappointmentdays ahead

Confirm sameday

Prune myclient list

Daily planswith priorities

Utilizetravelling andwaiting times

Maximizepeak energy

time

Take a timemanagement

program

Devote timeto computerliteracy prog.

Productivitywasters plan

Identify whothey are?

• Receptionist• Corporate• Trainer

• Manager• Spouse• Children

Celebrate withthem

Ask what theyvalue in a

relationship

Special eventsand dates

Show the partthey play

Have my ownmini-confe-

rence

Clearly sayThank-You

Cellularphone

Pager tone &voice speed

sensitive

Bodylanguage

tape myself

Let supportpeople knowwhere I am

Daily ticklersystem

Break out telcalls on my

daily call sheet

Review allcalls weekly

Trigger pointsnear phonebe happy

Mirror by thephone

Speak on myexpertise

Research myaudience

Identify whoI can speak

to

Set the stagewith confi-

dence

Use contrast/music / walls& flip charts

Audience par-ticipation pre-sentation kit

Check room &all equipment

in advance

Storytell market myself

Match andpace theaudience

Fax introfrom mutual

friend

Note on card& personal call

from friend

Take some-one with me

Letters, faxes& news

releases first

Do donut strategy

VIP networkbreakfast

Sponsoruseful seminar

Get evaluation“Forms”

Monthly, daily, weeklycall sheets

Matchingpacing mir-roring skills

Research theperson or co.

in advance

No surprisesstrategy

Knowledge ofthe industry

Dressaccordingly

Pick the rightplace

Utilize help-ful frequency

Always comewith some-thing new

Drop therole

Note :

If you are using a

large wall

storyboard and

post-it notes

then group similar

ideas and sub-

topics under one

category with

the smaller

storyboard you

could re-write the

storyboard.

57

Bill Gibson

4 January 2002



Topic/Project:


What are the things I need to do in

real estate to set up an effective data based marketing system.

Ethnic or

Religious

Groups

Specific

Interests

Position And

Industry

Targets

Other

Specific

Targets

Be Seen

Program

How To

Get The

Data Base

What

Method

How-To

Follow-Up

Relationship

Building

Tools

Service

“Listing”

Service

“Selling”

Home

Service

“Buying”

Service

“After”

Buying

German

Chinese

Japanese

Italian

East Indian

Greek

French

American

Baptists

Mormons

Mennonite

Buddhists

Hindu

ImmigrantsIn General

Golfing

Yachting

Tennis

Hockey

Skiing

Personaldevelopment

Computer“Buffs”

Women inbusiness

Retirementgroups

Health careprofessionals

Stockbrokers

BusinessOwners

Investors

SalesManagers

PersonnelDirectors

Accountants

Lawyers

Bankers

Educators

Strictlycommercialor industrial

Cottages

Condos

Specific pricerange

Ruralproperties

Rentalproperties

Guide forpacking

Choosing amover

Check listfor move in

How-to makethe move with

minimumdisruption

Weeklycontact onprogress

Help withpre-authorized

mortgage

Explain noviewing

without you

Explain whathappens

“commission”

Guide forbuying

Do a homebuying

questionnaire

List Charac-teristics :

A- Absolute

(must be’s)B- Beneficial(Desirable)

C- Convenient(Nice to have)

D- Don’t wantsDon’t be too

hungrystrategy

Weeklycontact

Touch, taste,smell, hear

and see

Home showingstrategy

Realities ofemotions when

negotiating

Give a guide -preparing for

an open house

Tour a fewother homeswith sellers

Packing andmoving How-

to’s

Contracts andassistance

Drop the role

Use under-standable language

Develop skillsfor reality

selling

Expectationson both sides

Utilizepreviousvendors

The little things

that makes the

difference

Newsletter

SuccessStories

Referenceletters

News release

Personalletter to them

Endorsementletters by

someone else

Hobby orindustry info

on area

Related infoand changes

Be sure tomix type of

contact

How-to sellyour “home”

seminar

Personalsales calls

Coffee / lunchattend

functions

Phone callsTelephone

Fax

Utilize a parttime

assistant

Know hotreasons why

people buy/list

Use relation-ship

buildingtools

Frequency

Know buyingcycles

ComputerAct

program

Hand writtencards

Daytimersystem

Get as much

detail aspossible

Last timebought &

sold

how many times

Name

Phone

AddressFirst CallLast Call

ResultsStatus

Referred by

Businesscards from

friends

Assoc. / Cluband church

activities

General insurance

company list

City director

Entry forms

Local tradeshows

Chamber ofCommerce

From keycontacts

Automotivedealers

Join theirassociation

or group

Get on theboard

Donate awardsWrite articles

“How-To’SeminarsSpeeches

Go to socialfunctions

Strategicbillboards

Local CableTV

Your pictureon every-

thing

Partake intheir activities

Additional Ideas on Super Service

58

Bill Gibson

4 January 2002



Topic/Project:




Utilize

Economic

Down Swing

Now is thetime to buy

handout

Utilize economiccycle chart

Put togethera tool that

will convince

sellers tolist at theright price

Check intocreative

financing

Find More

Buyers

Develop a real

estate invest-ment

package

Target certainage groups

e.g.

• 1st timebuyers

• Retired or about to

retire

• Overseasinvestors

Tie in withmanagement

company

Referrals from

past buyers

Key people :Local

ministerBankers

Prioritize

Clients

Pinpointgeographically

A/B/C

Set-up database A’s

Retain developregain, gain

strategy

Key peoplewith a

network

Written list ofpresent andpotential A’s

& B’s forsellers and

buyers

Consistent

Prospecting

Two new keypeople per

week

Do assess-ment on per-centage of

times I askfor referrals

One hour perday prospec-

ting

Monthly maildrop

Quickly Esta-

blished In The

Community

Improve

Negatiating

Skills

Improve

Closing

Skills

Use The

Phone Better

More Personal

Marketing

Tools

Find More

High End

Buyers

Off-Set

Single

Parent Issue

Improve

Time

Management

Personal

Finances

Consolidatesmall A/C’s

Set a budget& stick to it

Liquidateunneeded

things

Target how many

extra sales

clears upproblem

Goal - highincome, lowoverheads

Best use oftime right

now

Invest time

Route mycalls & save

time

Use journaldiligently

Frequently use

phone numbers

visual

Get up earlier

Move faster

Weekly review:

Time, energy,ability

Get childrenin on solution

finding

Learn to say“No”

Visual teamschedule at

home

Part time help

Pick up anddeliver kids

Look at threetypes of

time (Balance)

Establishoverseasinvestors

Network topbusinesspeople

organization

Add serviceshigh end buyers

would want

Work to theirconvenience

Describe clearly

what a high end

buyer looks like

Personalmarketingbrochure

Personal postCards

Magneticcalendar for

fridges

Enery cardsUnique busi-

nesscards

Unique faxsheet

Sponsor trophies

Give out certificates

“Nicest look-ing” home or

“great customer”

Record myvoice

Write outformats

Trigger pointsby the phone

10 Ways tohandle

receptionist

List of phonesales callseach day

Study topphone person

Tapes &books on

phone usage

Memorizeall closes

Role play

Make up cardsand respond

Conscious ofbuying signals

Practiseregularly ½ hour per day

Buy RogerDawson’s

tape & books

Takenegotiating

course

Find top real-tor and inter-

view re

Negotiating

Role play

Complete listof negotiating

scenarios

Join two of

the best assoc.

Speak regular-

ly on buying,Selling

investing,creatingvalue

Monthly net-

workingstrategy

Get to know

key people

Make a listof key people

and strategize

59

Bill Gibson

4 January 2002



Topic/Project:


What are the activities Ineed to work on over the next six weeks?

Week Of

January 13

Week Of

January 13

Week Of

January 20

Week Of

January 20

Week Of

January 27

Week Of

January 27

Week Of

February 3

Week Of

February 3

Week Of

February 10

Week Of

February 10

Week Of

February 17

Week Of

February 17

Week Of

February 24

Time to buy handout

Put togethereconomic cycle chart

List of pastbuyers

List of keycontacts

Phone Night-ingale Conan 7

- Chicago

Re : R DawsonTape / books

Identify toprealtor

negotiating

Complete lookat finances

Continue timeto buy

handout

Call pastbuyers -referrals

Call on twokey contacts


ABC

Work on aretain to gain

strategy

Identify allassoc. and

pick 2 to join

Interview toprealtor

Memorize closes

Meetings withchildren

Schedule ofresponsibilities

- children

Display fre-quency used

Phonenumbers

Apply forconsolidate

loan

One hourper day

prpspecting

Start on realestate invest-ment package

Finish time tobuy handout

Work on retainto gain list

Practise 18closes


Put togetherphone format

Work onoverseasinvestors

Interview threehigh endbuyers

One hour

per day

prospecting

Work on realestate invest-ment package

Finish retainto gain list

Pratise 18closes

Work on overseasinvestors

Reviewchildrensschedule

Start on per-sonal market-ing brochure


One hourper day

prospecting

Put speechtogether

Reviewchildrenschedule


Start highend buyerpackage

One hourper day

prospecting

Work on per-sonal market-ing brochure

High endbuyers

package

One hourper day

prospecting

Finish per-sonal market-ing brochure

One hourper day

prospecting

60

Bill Gibson

4 January 2002



Topic/Project:


What are the activities Ineed to work on over the next six weeks?

Week Of

January 13

Week Of

January 13

Week Of

January 20

Week Of

January 20

Week Of

January 27

Week Of

January 27

Week Of

February 3

Week Of

February 3

Week Of

February 10

Week Of

February 10

Week Of

February 17

Week Of

February 17

Week Of

February 24

Time to buy handout

Put togethereconomic cycle chart

List of pastbuyers

List of keycontacts

Phone Night-ingale Conan 7

- Chicago

Re : R DawsonTape / books

Identify toprealtor

negotiating

Complete lookat finances

Continue timeto buy

handout

Call pastbuyers -referrals

Call on twokey contacts


ABC

Work on aretain to gain

strategy

Identify allassoc. and

pick 2 to join

Interview toprealtor

Memorize closes

Meetings withchildren

Schedule ofresponsibilities

- children

Display fre-quency used

Phonenumbers

Apply forconsolidate

loan

One hourper day

prpspecting

Start on realestate invest-ment package

Finish time tobuy handout

Work on retainto gain list

Practise 18closes


Put togetherphone format

Work onoverseasinvestors


One hour

per day

prospecting

Work on realestate invest-ment package

Finish retainto gain list

Pratise 18closes

Work on overseasinvestors

Reviewchildrensschedule

Start on per-sonal market-ing brochure


One hourper day

prospecting

Put speechtogether

Reviewchildrenschedule


Start highend buyerpackage

One hourper day

prospecting

Work on per-sonal market-ing brochure

High endbuyers

package

One hourper day

prospecting

Finish per-sonal market-ing brochure

One hourper day

prospecting

Step 5

An additional step can be

a “flowchart storyboard” of what

you plan to do in which weeks etc…

…JUST DO IT!

61

Bill Gibson

25 September 2001



Topic/Project:



improve my personal selling ?

ROI

Personal

Assets

Set-Up

Data Base

Approach

Rapport

Building

Skills

Warming

Up My

Calls

Breaking

The Ice

Understanding

Buying

Motives

Improve

Proposal

Selling

Improve

Objection

Handling

Closing

The

Sale

Additional

Sales Oppor-

tunities

After Sales

Account

Building

Key

Account

Management

Super

Service

Weeklyreview of

investment

Best use ofmy time right

now

Clear :A ListB List

Strategies list :

Retain

DevelopRegain

Gain

Pro-activeA’s

50% Time onA’s

Do profiles on

all my clients

5 Key thingswhen

dealingwith each

style

After each call do

a check on match

mirror pace

Take NLPcourse

Read bookInstant

Rapport byMichael Brooks

Work onactive

listening

Alwaysidentify key

people

Dopreparation

work

Know thepurpose

Know benefitsin advance

10 Point telcheck list

Developformat letters

& faxes

Format forphone

Utilize networking

Write out 10different

approaches

Design :Quick

Analysis

ExtensiveAnalysis

Features &benefitssheets

Top sellers

On thecompany

On me

Make a list ofHow the buy-ing motives

can be used

Make upsituations &statements

on cards

Reverse sideis the close

Memorize,practise and

study

Make a list ofbuying sig-

nals & study

Keep track ofclosingratio &

How manycalls it takes

List who I want on VIP

list

strategy of VIPfunctioninvites

Who can Irefer business

to?

Monthly pur-chase plan

Develop ownunique Thank-

You notes

Thank-Youstrategy

Write A news-letter periodi-

cally

Free ticketstrategy

Identify“surprise

gifts”

“How can I help” tool

Know servicepivot

points

Pass on topositivesupport people

Set personalservice

standards -

Write themout

Identify myprime base

Set-up dailyjournalsystem

Daily “pull-up”of contacts

Monthly reviewprime pros-

pects re.

Buying cyclesFrequency

goals

Primary,Secondary

Other tools &

methods to build

relationships

Light database program

for masses

Complete listof objections• Prdts/service

•Company•Me

•Situation

Make a list ofthe solutions

Make abovepart of mobile

sales tools

Develop anassessment

tool

How effectiveI am

Create stan-dard flexible

format

Presentationon :

Overheads

PowerpointSlides

Learn to present to

groups

Put togetherinfo influencefactors tool

List of mainproducts &

services

Make up :3 Add-ons

How to upsell

How to matchsell

Develop aremindersystem

e.g. clipboardselling

Have someonetest your- Add ons

etc.

Developflexible

audit tool

Auditstrategy

Pin point key

people forstrategic

Alliances, then

Set up strategy

Set upresponse

pointwith my

internal people

re feedback

62

Bill Gibson

25 September 2001



Topic/Project:



improve my personal selling?

Personal

Marketing

Tools

Be Seen

Programme

Time

&

Energy

Personal

Motivation

Personal

Motivation

30 Minute

Snapshot

Storyboard


Uniquebusiness

cards

Designunique fax

sheet

Developpersonal

post cards

Sponsor &trophies

Deskcalendar

Organize:

• My car• My office• My home

Route my calls

Paperwork atcertain time

Think shortcut to the top

Identify whatseminars couldbe conducted

Sponsor theright group

Stressthermometer

• In car• Office• Home

Regularexercise

Block timefor me

Put three types

of time towork at home

Write out whatis sacred &

needs protecting

No boozeno caffeine

Have a worryJournal

List worriestwice a week

Pick 3 booksto live withthis year

Get up early

Worry chart in•car, office,

•home

Face facts &then act

Utilize traveltime

Audio tapes

Do one on• Business

• Personal life

• Health

Use it withclients

Write regular

article forsomeone

Set up affiliation

with six keypeople this

year

Identify where Ican be

status-spokespers

on

Be news con-

Scious

& sendnews

releases

Become how

to expert thisyear

Carry my main

one with met

Review itweekly

Educateclients withstoryboard

Storyboardfor children

at home

Make it part of

my life

Prioritizing the Plan and Tasks

• When coming up with the tasks, you need to build out the needs analysis for yourself and your project. Brainstrom the top 20 tasks you need completed. Then prioritize those tasks into the top 10 from priority, 1 through 10. Then place times of which you need to get these done, and give them to the Champion to confirm and communicate the ability of the team to complete the tasks. Add onto this task list on a weekly basis, with “requests” and “open questions” as well as weekly “most important suggestions” to be integrated into those key tasks.

• Build a priority alert like system or code such as A is Absolutely it needs to be done, B is beneficial, C is convenient, D is Do it last.

• This way you can quickly give directions such as “that sounds like a D task you are working on, please do the “C” tasks I asked for if you do not have an A or B task pending. This helps in communications and prioritization of time. Sometimes you can escalate certain tasks. Like in a support system as well, A – 24 means something that needs to be done in the next 24 hours, B – 24 is something that needs to be done in 24 hours, but is something that is behind the A – 24s. A – 5 days, may be a project, that needs to be completed in 5 days, its status is updated per day A-4,-3-2-1(24hr) etc. This way they are tasks with times on them, and people know what they have to do. Color coding can work as well as Red as urgent, yellow as convenient, green as done, etc. The ABCs approach can also be used for “questions”

64

10 9 8 7 6 4 3 2 1 0

Which Project First ?

Not Urgent Urgent

Important

Not important

Important

Not Urgent

Important

Urgent

Not Urgent

Not Important

Urgent

Not important

0

1

2

3

4

5

6

7

8

9

10

HELPFUL HINTS

• Listen to results! One of the things that is important is listening to and tracking results. When you receive reports you need to ask yourself the following questions:

• Did the person understand the task and complete it properly?

• Did I ask the team member who did the task, how they feel about the work they did, and the responses they are getting? If its for development and not marketing, “do they like the program they are working on, and the way it is functioning, do they find it “useful”, this kind of feedback advances your results.

• Start a list of “why I think it was a most useful suggestions” and track the person and their suggestion. Have a daily “suggestion” criteria to your reports, so that you can “add” the most useful suggestions to your useful suggestions list. This promotes involvement and understanding of your business and the people who are doing it for you. Have one side of the page with the “suggestion” and on the other side of the page list from a team brainstorming session, or one between yourself and your champion “why you think that’s a most useful suggestion”

• Have Daily Reports, Weekly, and Monthly

• Plan

• Prioritize

• Explain Objections

• Track the Results

• Listen to the Results

• Suggestions

Focus Yourself for Results

67

Personal Time Management -Top 10

1. “ What is the best use of my time right now? Time value?”

2. Categorize - Important / Urgent

3. Best time of the day

4. Plan day - night before

5. Handle paper once - keep it in the other persons park

68

Personal Time Management -Top 10

6. Break down list of “to do’s”

7. Down time – review reports, read suggestions, test the work that has been done, review notes from prior meetings to reprioritize

8. Set appointments, confirm before hand

9. Let others own their problems

10.Pass it up, down, across and out.

Rate Yourself From 0-10

• I plan my meals in advance and shop accordingly.

• I regularly check, through visualization, what a typical day looks like and I change those things that are causing me strife or pressure because of lack of organization and time control.

• I use a private quiet spot or a library for getting important work done.

• I participate in regular exercise and follow good healthy eating habits. "Short term pain for long term gain".

• I carry a small notebook or utilize another system to record good ideas and inspirations.

• I have an "idea bank" or "idea file" or “suggestions file” for increasing business and developing personally. This includes ideas to help clients, ideas for selling, etc.

• I ask people to call me at certain times so I reduce the risk of getting disturbed at important times. I switch off my cellular phone and check for messages during important project times and meetings.

• When making a phone/skype call/chat I have a list of objections/questions and I leave space for making notes.

• When tackling big projects I "bite off a small bite" at a time to get some momentum going.

• I map out my calls and errands to save time and save money.

• When I am on a roll I keep rolling. When I am "hot" I don’t stop or change focus.

• When I procrastinate because of fear I ask the question “What is the worst thing that could happen to me?”

• I read books in the same way as I skim through a newspaper.

• I clip articles, etc. that I like and throw away the magazine and newspaper.

• I use transit (travel) time to dictate and listen to self development tapes or catch the news.

• I don’t worry about things that have already happened, trivial things or about the future. I focus on what is real so that I can do something about it.

• I have calculated what my time is worth by the hour and I update it regularly.

• Before running across town for something I check the internet and other sources for a closer place.

• I confirm appointments before

• I keep things I am not working on out of sight so I am not distracted.

• I eat light lunches to save energy and I don’t drink alcohol at lunch.

• I have a smart phone for writing notes and sending messages immediately if needed

• I jot down on paper or enter into my computer the pros and cons of situations so I can make faster efficient decisions.

• I train others on various functions so they can handle things for me.

• I live the philosophy “do it right the first time.”

• I set deadlines and track how I have done to be able to estimate time better in the future.

• I live and work the 80/20 rule. 80% of the business comes from 20% of the client base. I focus mainly on the fact that 20% that produces 80%.

• I let others own their own problems and don’t waste time saving people all the time.

• I am excellent at passing work up to others, across to others, down to others and some times out the door to others. “Who else can handle this or should handle this?”

• I "trade off" jobs and responsibilities I don’t enjoy for activities I enjoy.

71

The Worry Chart

40% of all things we worry about never happen

30% have already happened and we can't do

anything about them

12% needless worries about health

10% petty miscellaneous issues

8% real worries ½ we can do little about, the

other ½ we can…

…take Positive Action on NOW!

72

Reducing Worry / Anxiety

• Set a specific time for worry - make that list

• Move to action

• Try exercise

• Get out of bed quickly

• Post good news to the team

• Keep positive people around you

73

Four Stages of Learning / Change

Unconsciously Unskilled

Consciously Unskilled

Consciously Skilled

Unconsciously Skilled