Sense of urgency
In hospitality (and business) people talk of having a “sense of urgency” to do things at the right time, in the right way, and always taking care of details. But in reality it’s not urgency, it’s efficiency and efficacy, I’d say. The thing here is that they get to confuse this sense of urgency with busy-ness. To be always doing something. Doing nothing is not possible, because that means wasted time —or just laziness. So you have everyone jumping from one thing to the other, keeping busy……
A service business?
Some argue that you’re in the service business. And that might be right. It makes sense. But I’d go a bit further. Quoting Ron Baker, “you’re in the transformation business”. You help your customers transform by servicing them (diff from serving them). 🙂 The approach you’ll take on decisions, advice, and goals reflects that.
Are you prepped to be wrong?
Here’s an excerpt of Sir Ken Robinson’s TED Talk on creativity The main point on it is about being prepared to get things wrong. Yet, something that keeps coming back to mind is how you can approach things in your business. It can go from trying to avoid mistakes and playing it safe —or be prepared to get it wrong, so you can have a go at new approaches you come up with. On which side of the spectrum would you rather be? You can see the full presentation here.
Saying it out loud
Your price. At it’s top. No discounts. No words after it. Have you tried doing that? Being in a sales conversation, get to the price part and just say it —as natural as saying “It rains outside”. Silence. And a smile. Or do you jump to fill it in, justify why it’s like this and what it involves? (Been there, done that.) A question for you: What’s the thing that you do (your most expensive one) and how much is it? I’m curious to know. 🙂
Price fear
Working on proposals, quotations and offers gets into some sort of comfort zone. A zone where you don’t need to push for hearing a No, or where even ghosting is preferable to being rejected. Or trying to avoid saying a high price, so that you don’t miss the opportunity. Or flinching at the very last minute —and lowball the offer. Or decide to start with a low price, because that way you can “upsell the next time”. Behind all that, there’s fear. And fear is a natural, instinctive survival…
Everything is sales.
You heard that right. Everything is sales. But doing sales is not (necessarily) selling. It’s helping to buy.
Be original. (maybe)
What makes you stand out. Sure. Saying you have to be “original”, “authentic”, “focus on the experience” will do the job… of saying nothing, or put you in a place of analysis paralysis not knowing how to move forward and take action. Originality is an spectrum. If you’re thinking “But I got nothing new to say” or “It’s been already said before”, aka “It will (and by default, I) won’t be original”, you might be right. And to be original you don’t need to say something that is *always* new to…
Don’t choose an enemy
Some say “You need to choose an enemy. This way you and yours will rally together and will make your brand meaningful. ‘Look at Patagonia. They fight climate change.'” Well intended. But bullshit. Patagonia is not focused on defeating climate change. Ryan Gellert, Patagonia CEO, sustains “We must use all the tools at our disposal to secure a safer, more just future.” A future. Opportunities… The difference between those 2 is simple. Fighting is built on a narrative of threats. This is a…
Being the expert
Even if you don’t see yourself as THE expert, or the authority to be listened to in the work you do with your clients, THEY DO. Doing what they need might not be the best way to approach things. Doing what you want might not be either. Doing what they tell you is for sure a recipe for dissatisfaction. Here’s why While they’re experts in their business and at what they do, they’re not (in 99,9999% of cases) experts at what you do. If you don’t get to ask the right questions. If you only follow…
The focus of transactional
It’s all about deciding —yes, making a choice where you have the power— where the focus of your business is. Short-term v long-term Serving v service What is v What could be It’s all about the potential (what your customers can realize. How they can thrive) you see. Then you’ll focus on what really matters to you.