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    Delivering Great Customer Service - 10 Tips
    It almost goes without saying that good customer service is essential to sustaining any business. No matter how wonderful a job you do of attracting new customers, you won’t be profitable for long unless you have a solid customer retention strategy in place – and in action. It’s the actions that count – not what you say you’ll do, or what the policy says. People will remember what you or your employees have done – or not done.One of the key components of an effective retention strategy is exceptional customer service. Not just good service, but memorable service. Today, consumers’ expectations are higher than ever and companies that fail to deliver, risk losing market share.10 Tips for Delivering Good Customer Service1) Treat me like a somebody. It’s been years since that Midas muffler commercial aired, but the “I’m a somebody” phrase can still
    rs ago I was speaking for free at an NSA meeting in Nashville. I was on fire. The audience was completely into it. It was an intense emotional experience.

    A few days later, I was in Seattle giving a fee-paid keynote. Because I had just come from speaking at a chapter meeting for free, I noticed that my experience beforehand was different. I was a little nervous and concerned with my content. I was worried about making a positive impact and pleasing the meeting planner. I could feel myself “efforting”. I was trying too hard.

    As usual, the speech went well. But I wasn’t on fire. And while the audience was into it, I could tell that it wasn’t the same. The emotional connection wasn’t as intense.

    In retrospect, I discovered that it was my intention, not my content, that made the difference. I realized that when I was speaking for a fee, my confidence wasn’t as high. I felt like it was ME versus THEM. When speaking at a chapter meeting, it was just US.

    So I went out to my next fee-paid keynote with a new intention – to be of service. I determined that no matter where I was and no matter who I was speaking to, it was just US. After all, we are all just people! The results were immediate and positive. I was on fire. They were totally into it. And I got a

    What Type of Advertising is Most Effective?
    Word of mouth! Next question!That was the typical answer of most of my clients over a 25 year period of consulting. Why? Because it was (a) free, (b) easy, (c) obvious, (d) what their customer told them, and (e) free. Did I mention it was free? That seemed to be their criteria in choosing an effective media. What they didn’t want to hear from me was how expensive their campaign might be. But I was kind and gentle when I told them they were completely insane. No, I didn’t really say that. But I wanted to, believe me.The plain truth was that I had to learn their business, who their customers were and what they wanted to achieve. Then I could break the bad news to them: advertising actually costs M-O-N-E-Y. That is, effective advertising is an investment. The type is determined by the needs of the business. Answer all the who, what questions first:(1) W
    Phase Three of the 21-Step Dynamite Speech System is Preparation and Delivery.

    I was a professional actor in Chicago and Hollywood for 16 years. One of the nice things about being an actor on stage was that someone else had done the hard creative work of writing the play. The playwright had spent hundreds if not thousands of hours getting the mechanics right. Once the play was cast and rehearsals started, our job was to add the emotional and spiritual elements, the dynamics.

    Phase One and Phase Two of the Dynamite Speech System focus on mechanics – content and flow. (Phase One: Strategic Design; Phase Two: Creative Development) While there are essential things to learn about writing and creating a dynamite speech from studying these two phases, proper mechanics are not enough. If you want to blow people away, you also have to master the dynamics of speaking.

    The dynamics are the intangibles – what people watching refer to as power, presence and poise. These dynamics are the things you do to connect with your essence, that in turn help you connect with your audience. As speakers, we have to know how to create these dynamics. They don’t just happen. Fortunately, there are attitudes, rituals and preparation exercises that you can use to help you master these dynamics and “get in the zone” so that you can truly be amazing.

    In this article, I’m going to briefly mention some of the skills that are helpful in mastering the dynamics of speaking.

    Two skills that have helped me the most as a speaker come from my many years in theater – knowing how to memorize and rehearse.

    Acting is a precise medium. Actors are responsible for delivering each line exactly as the playwright wrote it. Speaking is very different. Much of what is said in front of an audience is “in the moment.” It’s spontaneous and from the heart. Or it is customized and to the point.

    There are many similarities between acting and speaking, too. Both theater and a Dynamite Speech can and should be a moving experience. Both can and should be entertaining. And both can and should convey a message.

    I’ve studied hundreds of professional and celebrity speakers and have interviewed many of them. Whether they write and memorize their material up front; or find that over time, certain stories, lines and comedic bits have become memorized, the best speakers have material that, like the lines in a brilliant play, are spoken the same every time.

    The Dynamite Speech System goes into more detail about how you can add rehearsal and memorization to your speech preparation. In brief, if you want to be amazing, write some memorable lines and memorize them. Find a place where you won’t be interrupted, and rehearse out loud and on your feet. (Listen to Steps 16 & 17 of the Dynamite Speech System for more.)

    Another thing that I learned from performing on stage was how to make the transition from my normal walking around personality, to my “show time” personality. I call this “getting in the zone”. The zone is both a state of mind and a state of being. In my experience, it requires physical, mental, emotional and spiritual preparation. The mistake many speakers make is to simply prepare mentally.

    Speaking is a physical medium. If you’ve ever had sweaty palms or experienced shortness of breath, you know what I mean. Nervousness manifests in the body. It also attacks the brain and turns it into mush. To ensure that you are at your optimal mental state, you have to work your body.

    Have you ever worked out – done any physical exercise that caused your heart rate to accelerate for an extended period of time? If so, you’ve probably also experienced a state of mental clarity while exercising. All of a sudden, you’re finding solutions to problems and coming up with all kinds of great ideas. Does exercise make you smarter? No!

    What exercise does, however, is send an incredible amount of oxygen to your brain and increase the endorphins flowing through your bloodstream. This awakens your brain and accelerates synaptic activity. That’s why physical stimulation is essential to enhance our mental preparation.

    I suggest two separate routines before you step in front of your audience. One is called the “warm up” routine and takes place upon awakening. The other is called the “show time” routine and takes place in the 15 to 30 minutes right before you speak. (Listen to Step 19 for more.) Both routines include elements of physical, mental, emotional and spiritual preparation.

    The last, and most important, step in the preparation process is to set your intention. Let me share a story:

    For many years, I’ve been privileged to share The Story Theater Method with speakers and trainers at ASTD, Toastmasters and National Speakers Association chapter meetings. I usually speak at these meetings for free. I love speaking at these meeting because we’re all speakers and trainers and share a common bond. It’s just US. My intention is to be of service to my colleagues.

    Of course I also speak and train for a fee. That’s how I make my living.

    Well, many years ago I was speaking for free at an NSA meeting in Nashville. I was on fire. The audience was completely into it. It was an intense emotional experience.

    A few days later, I was in Seattle giving a fee-paid keynote. Because I had just come from speaking at a chapter meeting for free, I noticed that my experience beforehand was different. I was a little nervous and concerned with my content. I was worried about making a positive impact and pleasing the meeting planner. I could feel myself “efforting”. I was trying too hard.

    As usual, the speech went well. But I wasn’t on fire. And while the audience was into it, I could tell that it wasn’t the same. The emotional connection wasn’t as intense.

    In retrospect, I discovered that it was my intention, not my content, that made the difference. I realized that when I was speaking for a fee, my confidence wasn’t as high. I felt like it was ME versus THEM. When speaking at a chapter meeting, it was just US.

    So I went out to my next fee-paid keynote with a new intention – to be of service. I determined that no matter where I was and no matter who I was speaking to, it was just US. After all, we are all just people! The results were immediate and positive. I was on fire. They were totally into it. And I got a s

    The Ideal Fund Raising Tip
    When you need to raise money for a certain project or your favorite organization you need some good fund raising tips to get you started. There are a couple tips that you should follow to make your next event a huge success. This article will reveal a couple useful ideas you may not have considered.Fund Raising Tip #1We have all heard the saying “if you fail to plan – You plan to fail”. When it comes to fund raising that saying is ever so true. You must put together a good plan of action no matter what type of fund raising event you are going to plan. You should consider the time of year, stability of the area, and added expenses to put together a fund raising event. This one fund raising tip alone can save you a lot of trouble.Fund Raising Tip #2Always seek free advertising and product donations from local businesses before you buy anything for your next fundraiser. Ad
    t in the zone” so that you can truly be amazing.

    In this article, I’m going to briefly mention some of the skills that are helpful in mastering the dynamics of speaking.

    Two skills that have helped me the most as a speaker come from my many years in theater – knowing how to memorize and rehearse.

    Acting is a precise medium. Actors are responsible for delivering each line exactly as the playwright wrote it. Speaking is very different. Much of what is said in front of an audience is “in the moment.” It’s spontaneous and from the heart. Or it is customized and to the point.

    There are many similarities between acting and speaking, too. Both theater and a Dynamite Speech can and should be a moving experience. Both can and should be entertaining. And both can and should convey a message.

    I’ve studied hundreds of professional and celebrity speakers and have interviewed many of them. Whether they write and memorize their material up front; or find that over time, certain stories, lines and comedic bits have become memorized, the best speakers have material that, like the lines in a brilliant play, are spoken the same every time.

    The Dynamite Speech System goes into more detail about how you can add rehearsal and memorization to your speech preparation. In brief, if you want to be amazing, write some memorable lines and memorize them. Find a place where you won’t be interrupted, and rehearse out loud and on your feet. (Listen to Steps 16 & 17 of the Dynamite Speech System for more.)

    Another thing that I learned from performing on stage was how to make the transition from my normal walking around personality, to my “show time” personality. I call this “getting in the zone”. The zone is both a state of mind and a state of being. In my experience, it requires physical, mental, emotional and spiritual preparation. The mistake many speakers make is to simply prepare mentally.

    Speaking is a physical medium. If you’ve ever had sweaty palms or experienced shortness of breath, you know what I mean. Nervousness manifests in the body. It also attacks the brain and turns it into mush. To ensure that you are at your optimal mental state, you have to work your body.

    Have you ever worked out – done any physical exercise that caused your heart rate to accelerate for an extended period of time? If so, you’ve probably also experienced a state of mental clarity while exercising. All of a sudden, you’re finding solutions to problems and coming up with all kinds of great ideas. Does exercise make you smarter? No!

    What exercise does, however, is send an incredible amount of oxygen to your brain and increase the endorphins flowing through your bloodstream. This awakens your brain and accelerates synaptic activity. That’s why physical stimulation is essential to enhance our mental preparation.

    I suggest two separate routines before you step in front of your audience. One is called the “warm up” routine and takes place upon awakening. The other is called the “show time” routine and takes place in the 15 to 30 minutes right before you speak. (Listen to Step 19 for more.) Both routines include elements of physical, mental, emotional and spiritual preparation.

    The last, and most important, step in the preparation process is to set your intention. Let me share a story:

    For many years, I’ve been privileged to share The Story Theater Method with speakers and trainers at ASTD, Toastmasters and National Speakers Association chapter meetings. I usually speak at these meetings for free. I love speaking at these meeting because we’re all speakers and trainers and share a common bond. It’s just US. My intention is to be of service to my colleagues.

    Of course I also speak and train for a fee. That’s how I make my living.

    Well, many years ago I was speaking for free at an NSA meeting in Nashville. I was on fire. The audience was completely into it. It was an intense emotional experience.

    A few days later, I was in Seattle giving a fee-paid keynote. Because I had just come from speaking at a chapter meeting for free, I noticed that my experience beforehand was different. I was a little nervous and concerned with my content. I was worried about making a positive impact and pleasing the meeting planner. I could feel myself “efforting”. I was trying too hard.

    As usual, the speech went well. But I wasn’t on fire. And while the audience was into it, I could tell that it wasn’t the same. The emotional connection wasn’t as intense.

    In retrospect, I discovered that it was my intention, not my content, that made the difference. I realized that when I was speaking for a fee, my confidence wasn’t as high. I felt like it was ME versus THEM. When speaking at a chapter meeting, it was just US.

    So I went out to my next fee-paid keynote with a new intention – to be of service. I determined that no matter where I was and no matter who I was speaking to, it was just US. After all, we are all just people! The results were immediate and positive. I was on fire. They were totally into it. And I got a

    Small Business Budgeting - How to Balance Your Money
    Balancing the budget in a small business is no easy feat. Depending on the type of business you have and the type of clients you service can make or break your business.Sales of products or services must be priced right to make a profit for your small business. You have to factor in your cost, time to produce, shipping and then multiply that by 100% (keystoning) to come up with a profit. This also will allow you to discount to close a sale if you need to.Offering terms to your clients is a nice gesture but it can put you out of business quickly. Unless you can afford to wait 60 days for your money, I would suggest you operate on a cash only basis. It's better to lose the sale than to agonize over trying to collect money to pay your expenses with excuses such as "I have to meet payroll first" or "the check is in the mail".For those clients that demand terms I would suggest you g
    aration. In brief, if you want to be amazing, write some memorable lines and memorize them. Find a place where you won’t be interrupted, and rehearse out loud and on your feet. (Listen to Steps 16 & 17 of the Dynamite Speech System for more.)

    Another thing that I learned from performing on stage was how to make the transition from my normal walking around personality, to my “show time” personality. I call this “getting in the zone”. The zone is both a state of mind and a state of being. In my experience, it requires physical, mental, emotional and spiritual preparation. The mistake many speakers make is to simply prepare mentally.

    Speaking is a physical medium. If you’ve ever had sweaty palms or experienced shortness of breath, you know what I mean. Nervousness manifests in the body. It also attacks the brain and turns it into mush. To ensure that you are at your optimal mental state, you have to work your body.

    Have you ever worked out – done any physical exercise that caused your heart rate to accelerate for an extended period of time? If so, you’ve probably also experienced a state of mental clarity while exercising. All of a sudden, you’re finding solutions to problems and coming up with all kinds of great ideas. Does exercise make you smarter? No!

    What exercise does, however, is send an incredible amount of oxygen to your brain and increase the endorphins flowing through your bloodstream. This awakens your brain and accelerates synaptic activity. That’s why physical stimulation is essential to enhance our mental preparation.

    I suggest two separate routines before you step in front of your audience. One is called the “warm up” routine and takes place upon awakening. The other is called the “show time” routine and takes place in the 15 to 30 minutes right before you speak. (Listen to Step 19 for more.) Both routines include elements of physical, mental, emotional and spiritual preparation.

    The last, and most important, step in the preparation process is to set your intention. Let me share a story:

    For many years, I’ve been privileged to share The Story Theater Method with speakers and trainers at ASTD, Toastmasters and National Speakers Association chapter meetings. I usually speak at these meetings for free. I love speaking at these meeting because we’re all speakers and trainers and share a common bond. It’s just US. My intention is to be of service to my colleagues.

    Of course I also speak and train for a fee. That’s how I make my living.

    Well, many years ago I was speaking for free at an NSA meeting in Nashville. I was on fire. The audience was completely into it. It was an intense emotional experience.

    A few days later, I was in Seattle giving a fee-paid keynote. Because I had just come from speaking at a chapter meeting for free, I noticed that my experience beforehand was different. I was a little nervous and concerned with my content. I was worried about making a positive impact and pleasing the meeting planner. I could feel myself “efforting”. I was trying too hard.

    As usual, the speech went well. But I wasn’t on fire. And while the audience was into it, I could tell that it wasn’t the same. The emotional connection wasn’t as intense.

    In retrospect, I discovered that it was my intention, not my content, that made the difference. I realized that when I was speaking for a fee, my confidence wasn’t as high. I felt like it was ME versus THEM. When speaking at a chapter meeting, it was just US.

    So I went out to my next fee-paid keynote with a new intention – to be of service. I determined that no matter where I was and no matter who I was speaking to, it was just US. After all, we are all just people! The results were immediate and positive. I was on fire. They were totally into it. And I got a

    How to Grow Your Business by Leveraging the Human Dimension in Your Company - Part One
    Many business owners and CEO’s of small and midsize businesses are wondering what’s going on in their business having it done all, and yet success is not where it is expected. That’s why many of them as well believe that they have a lot more potential than their real world results are showing.If you are one of those leaders, let me tell you that you are absolutely right! What it takes is just recognizing the power of the Human Dimension.What do I mean with “Human Dimension”?The Human Dimension is probably the most unknown influential fact in our society, being totally underestimated in the best case and ignored in the worst case. This has mainly to do with the development of our society in the modern age towards a blind faith into technology believing that we had all the necessary tools at our hands.In our modern age driven by the ever advancing technologies being availab
    u smarter? No!

    What exercise does, however, is send an incredible amount of oxygen to your brain and increase the endorphins flowing through your bloodstream. This awakens your brain and accelerates synaptic activity. That’s why physical stimulation is essential to enhance our mental preparation.

    I suggest two separate routines before you step in front of your audience. One is called the “warm up” routine and takes place upon awakening. The other is called the “show time” routine and takes place in the 15 to 30 minutes right before you speak. (Listen to Step 19 for more.) Both routines include elements of physical, mental, emotional and spiritual preparation.

    The last, and most important, step in the preparation process is to set your intention. Let me share a story:

    For many years, I’ve been privileged to share The Story Theater Method with speakers and trainers at ASTD, Toastmasters and National Speakers Association chapter meetings. I usually speak at these meetings for free. I love speaking at these meeting because we’re all speakers and trainers and share a common bond. It’s just US. My intention is to be of service to my colleagues.

    Of course I also speak and train for a fee. That’s how I make my living.

    Well, many years ago I was speaking for free at an NSA meeting in Nashville. I was on fire. The audience was completely into it. It was an intense emotional experience.

    A few days later, I was in Seattle giving a fee-paid keynote. Because I had just come from speaking at a chapter meeting for free, I noticed that my experience beforehand was different. I was a little nervous and concerned with my content. I was worried about making a positive impact and pleasing the meeting planner. I could feel myself “efforting”. I was trying too hard.

    As usual, the speech went well. But I wasn’t on fire. And while the audience was into it, I could tell that it wasn’t the same. The emotional connection wasn’t as intense.

    In retrospect, I discovered that it was my intention, not my content, that made the difference. I realized that when I was speaking for a fee, my confidence wasn’t as high. I felt like it was ME versus THEM. When speaking at a chapter meeting, it was just US.

    So I went out to my next fee-paid keynote with a new intention – to be of service. I determined that no matter where I was and no matter who I was speaking to, it was just US. After all, we are all just people! The results were immediate and positive. I was on fire. They were totally into it. And I got a

    Buy A Business With These Facts And Your Success Is All But Guaranteed
    The other day a guy contacted me and told me he was interested in buying a business that was far away from where he lives. And he was almost frantic about what to do as far how much information he should get from the seller before planning the four-hour flight and face-to-face visit. Here's what I told him: The main things you’re looking for with an owner before getting on the plane are the same questions you would ask if he was just down the block: 1.) What is the price on it. 2.) What is the net profit. And besides that, before you fly across the country, you’re going to want to see the financials for the past three years...the balance sheets from different years so you can see what the assets look like...and how long the owner will stay with the company after the sale. Now, you don’t have to ask him for leases and inv
    rs ago I was speaking for free at an NSA meeting in Nashville. I was on fire. The audience was completely into it. It was an intense emotional experience.

    A few days later, I was in Seattle giving a fee-paid keynote. Because I had just come from speaking at a chapter meeting for free, I noticed that my experience beforehand was different. I was a little nervous and concerned with my content. I was worried about making a positive impact and pleasing the meeting planner. I could feel myself “efforting”. I was trying too hard.

    As usual, the speech went well. But I wasn’t on fire. And while the audience was into it, I could tell that it wasn’t the same. The emotional connection wasn’t as intense.

    In retrospect, I discovered that it was my intention, not my content, that made the difference. I realized that when I was speaking for a fee, my confidence wasn’t as high. I felt like it was ME versus THEM. When speaking at a chapter meeting, it was just US.

    So I went out to my next fee-paid keynote with a new intention – to be of service. I determined that no matter where I was and no matter who I was speaking to, it was just US. After all, we are all just people! The results were immediate and positive. I was on fire. They were totally into it. And I got a standing ovation. Setting your intention before you speak makes a powerful difference for you, and for your audience.

    If you want to be an amazing speaker, you must master the mechanics of a Dynamite Speech. However, the hard part, the part that is your life’s work, is to master the dynamics as well. The dynamics are all of those energetic, emotional and spiritual dimensions that make you a one-of-a-kind original. To master the dynamics, keep working on yourself. Tell your truth. Strip away any artifice or mask that prevents you from being authentic and real.

    After all, who else is there for you to be?

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