Archive for September, 2010

30
Sep
10

Does Your Presentation Interrupt Management?

Interruptions are needed!  People go to sleep when you present the obvious.  Take a look at the presentations you are using for executive meetings/company introductions…are you stating the obvious?  I see marketing departments putting out fancy slides that say things like:

The Internet is bcoming more important to business

More people are using wireless computing

Mobility is growing and people are using smart phones

Duh!

Your presentation needs something new – a new point of view.  Something that makes the executive say, “What are we doing about this…how did we miss this?”  Only then can you expect them to tune in, want more, and promote you to the adviser status you’ve been looking for.  Don’t expect this to just happen – it takes you, pouring over your content, and looking for a new angel.  Wait on your marketing department to think of this and you’ll be waiting for a long time (unless your marketing department is way ahead of the pack.)

29
Sep
10

Customers want it now!

We want it now!  Why do companies still make us wait?  With the Internet in place, most things can be purchased any time of day and overnighted.  There is no waiting anymore, and that is what people have come to expect.  But this morning didn’t turn out that way.  First, I was surprised to find out that my Concealed Handgun permit is on the verge of expiring…this happens every 5 years, but why doesn’t the sheriff’s department automatically notify the card holder?  With today’s automation and the given tax rates, you would think this would be standard.  If the card lapses, you’re starting the process over (which means taking a class, taking a test, and paying a higher fee).  This is not customer focused!  (Thank you very much Union Country Sheriff”s department.

So luckily I happened to be flipping through some cards in my wallet and noticed the expiration is next month.  So I called – and actually got through.  The papers are easy to fill out (however you need a notary), no finger printing required on a renewal, but can you just mail the papers in?  No, you have to drive an hour to the next town, pay in cash, and then wait…not a few days, but up to three months!  Three months to process some papers?  What’s that all about?  Is this done locally or do they outsource this to India?

My final question was, “Will you then send me my card?”  You already know the answer.  No! You can simply drive all the way out here when we call you.  In the mean time your current permit will have expired so you can’t use it until you get the new card.

In  government we don’t really have a choice unless we want to move.  In business (expect when speaking of the airlines and phone company) we do have a choice.  How easy is it to do business with your company?  Are you monitoring your online reputation?  I’m sure the Union County Sheriff’s department doesn’t care, and I’ve never hear from US Airways, even though I complain about them online almost weekly, but for everyone else, this is a must.

Note: I am  sure some people won’t like the fact that I have firearms in the house…last time the police responded to our alarm it took 20 minutes to get here.  You do the math.

© 2010, David Stelzl

28
Sep
10

The New Identity Theft – Businesses are victims too

The 9/23 Denver Post Article on Business Identity Theft is a “Must Read” (CLICK)!

Especially if you are calling on business owners or top executives of privately owned businesses.  The article focuses on Denver, however they explain that this is an easy hit, and likely happening all over the country!  Here are the basic sound bites, then read the article to fill in the details…if you know of other articles on this subject, please reference them in the comments section of this blog post…I think business owners will get this message if delivered properly.

It’s easy!  “Corporate information is hijacked and millions of dollars in phony credit purchases are made…”

1. Corporations are all registered online today, so with an Internet access point, anyone can access public records of a corporation.  The point of doing this is to make changes, which anyone can do if they pay the fee – which might be around $10.  By doing this you can simply add your name to the corporate records as an officer.  Another tact is to find the corporate records of a dormant account – a company that is not active, of which there are many.

2. Once this is in place, the new officer can apply for credit.  The credit checks will be done through D&B and of course they will be looking at the public records to verify that you are in fact an officer.  (Note, it is possible to protect this information, however it costs more money and many companies have not spent the extra money to do this).
3. Once credit is approved, and given this is a company, credit allowances are likely to be much larger that individual credit lines, the fake officer now has the ability to get credit cards and begin spending.    This is so easy, I’m surprised it took this long for someone to figure it out.
What’s the point?  If you sell information security solutions, you now have one more thing to advise executives on.  The key to selling security is demonstrating an ability to measure impact and likelihood of loss, and then showing that likelihood is higher than expected and high enough to demand action.  This is just one more area where likelihood is high, and business owners are in the dark.
© 2010 David Stelzl
27
Sep
10

Social Networking – the New Marketing Program

This Thursday I will be covering concepts required by every vendor sales team and reseller sales team.

SIGN UP HERE! for Sept. 30, 1020 Teleconference.

While vendor marketing programs and joint marketing programs largely target old school marketing: Interruptions and mass mailings or print ads, these tools may be supplemental,  but by themselves are generally useless;  costly, time consuming and ineffective.  Here is what we’ll be covering at 11:30 EDT this Thursday….

1. What exactly is Social Networking?

2. Which tools should you invest in?

3. Learn to write things that will attract an audience and create a following

4. I will give you exact steps to take on getting started – you won’t need to dive in completely as there are ways to get started slowly, testing the waters.

5. How to treat corporate rules that may limit your involvement

6. How long it will take, and how to spend that time to accelerate the ROI

7. What works and what does not work – from my personal experience as well as recommendations on what to read to continue the learning process.

For those already signed up, remember you can submit questions ahead of time which I will be sure to address during the call.

Don’t miss it: (CLICK)

24
Sep
10

Frankfurt – Day 19; Airline Customer Support

Heading home at last!  It was a great trip, but long…I left Bangalore on Thursday at 2:00 AM, heading for Frankfurt, then Boston, and a final leg to Charlotte.  This completes my “around the world” tour and I am looking forward to being back with the family.

A few notes for those who may be traveling internationally (and perhaps the airlines will see this at some point):

1. United Airlines Customer Support (SFO to SID): This part of the trip was one of the best.  US based airlines often get bashed when compared to those in other countries, but here are the facts (from my perspective):

  • The seat was top notch.  United Airlines 747-400 seats lay completely flat to create a bed that even side-sleepers can use.  It was a little narrow, but for a normal size person, not an issue.
  • Customer service  was very good, the food was great, and United Airlines business class entertainment choices were bigger and better than other flights on the “around the world” tour.
  • All flights were on time.
  • This was a 14.5 hour flight so I had plenty of time to experience United Airlines!

2. Singapore Airlines (Sidney to Singapore)

  • Singapore Airlines customer support is the best.  These people really understand how to make customers feel welcome and are very focused on attending to every need.  I also noticed their flight attendants are neatly dressed, and look very professional.
  • Singapore airlines business class seating is not the best.  They advertise the widest seat, and this is certainly true, however the foot rest is too close to the seat to stretch out your legs if you are 5”11” of more.  The seat however does turn into a full length bed so this would be fine for a side sleeper during a night-time flight.  I flew during the day, Sidney to Singapore for 9.5 hours and was ready to get out of my seat long before the flight ended.  This was the Airbus 380.
  • Another problem with the Airbus 380 was, my computer bag on wheels did not fit in the overhead!  If you’ve flown on the 747-400, which is a smaller plane, you know that the overhead bin is giant!  Not the case on the 380 – but the customer focused crew did immediately resolve the issue by moving it to a nearby closet.
  • The food was excellent as well as in-flight entertainment (but not as broad a selection as United Airlines).
  • I then flew their 777 to Bangalore which was just as great, but a short flight in comparison.

3. Lufthansa (Bangalore to Franfurt and Frankfurt to Boston)

  • I had heard that Lufthansa was the best airline to fly, but that was not my experience.  It was good, but third on the list for me.  We flew 747-400′s on both legs which I Really like.  9.5 hours from India to Germany, at night, however this seat is not like the United Airlines seat.  While it does stretch out, and is plenty long, it is far from Horizontal.  If you are a side sleeper, you’ll be tossing an turning all night because this is a recliner that is sort of flat, but only on your back.  I took Tylenol PM which knocked me out for a few hours regardless of the seat.
  • The Lufthansa customer service level was also third on the list.  They didn’t offer to hang up my coat, which is a norm for most business class flights, and they didn’t seem turned into customer needs.  It was almost like being back on USAirways, but not as rude.  The second leg was a definite improvement, so I assume it was just that first crew having a bad day.
  • The food was limited if you don’t like weird stuff, and the in-flight entertainment was definitely limited in comparison to United Airlines or Singapore Air.
  • Everything else was fine and I would fly them again over USAirways.

4. USAirways.

  • As I mentioned, I flew through Boston to avoid flying USAirways overseas.  I’ve done the USAirways international flight before and have vowed to not do it again.  I was shocked back into reality as we waited to board in Boston.  The gate attendant was downright rude with one lady who couldn’t hear one of the announcements over the speakers.  The customer was polite in asking what it was, but the gate attendant made some rude remark and marched off.
  • We flew the Airbus 320 back to Charlotte – After 16 hours of flying and having been up for over 24 hours (at least not having a bed or even full reclining seat to sleep in) the first class seat on USAirways was miserable.  However, I was grateful to not be sitting in the cattle car section which advertises less leg room than any other major airline.  And if you want to sit toward the front, you’ll pay an upgrade fee even through the leg room is the same.

Well, there you have it…choose your airline carefully when you do have a choice, which in most cases I really don’t.

22
Sep
10

Bangalore – Day 18; Final Training Day

The building to the left sits on the roof of the Divyershee Chambers tower in Bangalore.  This is where our training classes were held and what a great view during breaks!   We completed our final day of training today, focusing on presentation skills.  Here is how we do it:

1. First, the message is created.  We broke up into teams, reviewed each person’s best executive level presentation material, and then selected one to modify.  Each team works through their presentation applying the concepts from the three day class. Most find their presentation states the obvious and then moves to a feature sell.  This is not executive level material.

2. I then worked with individual teams to identify their main objective for education.  Each presentation starts with a clear strategic aim; what are you trying to education executives on.  If it is your product, expect to be delegated back down to IT.  Once identified, we apply Hollywood’s best plot concepts to the presentation.  It must grab the audience, interrupt their current thinking, and provide answers to knowledge gaps that are created through the presentation. This drives them to action.

3.  Stories are used to illustrate and create visual concrete concepts for the audience.

4. The close must leave them wanting something.  There must be an urgency to action.

It is rare that I see this type of presentation right out of the gate, but why?  Don’t the marketing groups that create these sales tools understand marketing science?  Why should a sales rep spend months trying to break into an account, then more months working up the chain of command, only to show up with a boring presentation.  The company that figures this out will ultimately win.

With this in mind, I am headed to Germany tonight at 2:00 am.  I’m sure it will be an exciting plane ride!

© 2010, David Stelzl

21
Sep
10

Bangalore – Day 17

We completed our 2nd day of workshops here in Bangalore on Tuesday…and even ordered pizza for lunch.  The pizza to the left was dinner one night, lunch came from Domino’s!  Taking a pole we determined that 50% of the Indian population is vegetarian (using a sample size of 25).  This pizza was actually very good – similar to a wood-fired pizza in the states and a big improvement over the Singapore pizza.

India has certainly been a treat in terms of customer service.  The hotel staff is excellent and go out of their way to greet me and serve me. When I order or request something they always commit to a time.  If I call for a bottle of water, they say “You will have it in less than 5 minutes Mr. David Stelzl.”  If I order dinner it’s 25 minutes and it’s always on time.  There is a red button in the room in case I just want to call the bellman, and when room service is delivered they make sure I like the way everything looks before leaving.

My driver for the week is Ashok.  Having a great driver in Bangalore makes the trip much easier.  He shows up on time each morning, and is waiting out front in the afternoon.  As we weave through the crazy overcrowded streets of Bangalore, he is careful, friendly, patient, and attentive.  Well worth hiring a driver over the local cab service.  He even offered to drive several of my class attendees to a nearby hotel on the way back yesterday, at no extra charge.  Of course we compensated him with additional tip money.

Tomorrow we will conclude our training sessions here in India, and I’ll be traveling back to the states Via Germany.  One interesting note – I purposely routed my flight through Boston rather than flying directly into Charlotte from Germany, to avoid traveling overseas on USAirways.  If you’ve traveled overseas from Charlotte you might already know why.  Enough said.

© 2010, David Stelzl

20
Sep
10

Bangalore – Day 16; Making Money with Security

The other side of Bangalore is more modern.  I didn’t actually get to the downtown business district, however the picture to the left is taken looking up in the lobby of Cisco Systems Bangalore.  They also have a newer campus about an hour from this location which I understand is quite impressive.

A few pictures from the roof top: (CLICK)

The business climate is excellent as reported by the class.  I have attendees from all of the major Indian cities as well as a new friend from Sri Lanka.  It seems like security needs are growing rapidly all over the world.  The Indian Times reported this week that cybercrime is the number one threat to people in this company despite the acts of terrorism reported just this week in New Delhi.  In our class today we spent time on trends in cybercrime, the need to change the message to a more concrete, urgency message, and discovered ways to grab the attention of a complacent population of managers and business leaders.  The message must be urgent, simple, concrete, and credible.  Using techie language is sure to get a demotion back to IT.

© 2010, David Stelzl

19
Sep
10

Bangalore – Day 15; Sunday

Sunday I had hoped to do some more site seeing by foot.  I ended up taking more photos in the hotel gardens (CLICK)

First, it was hard getting out of the hotel.  The picture to the left is what the road looks like in front of my hotel – MG road is under construction making it difficult to get through, although it is possible.  Once through, I found that three wheeled taxi drivers where pulling over every 50 feet or so to stop me.  They wanted to take me somewhere.  Seeing I am a visitor, they wanted my fare and I’m sure my tip as well.  So they would pull over and begin walking beside me telling me where to go.  I kept saying, I am just out for a walk, but they would not listen, they just kept pressuring me to go with them.  Finally I gave up and headed back to my “compound.”  Aside from that, it was a restful day as I prepare for three days of workshops in India.  We’ll be repeating the programs recently delivered in Australia and Singapore.

Note: I did have the Pepperoni Pizza last night.  Bangalore pizza, at least at the Oberoi is pretty good.  Big improvement over the Singapore pizza experience, but still not like NY.

© 2010, David Stelzl

19
Sep
10

Bangalore – Day 14; Site Seeing

First: Here are the photos (CLICK)

I spent Saturday having a look around Bangalore.  The tour started in the gardens below my hotel balcony – in this warm climate there are all kinds of interesting trees and flowers surrounding the hotel swimming pool and fish ponds.  I’m staying at the Oberoi hotel since there are no Marriotts in this city.  I found it online and confirmed with a friend who grew up in this area; this is the place to stay.    The rooms are nice, the staff is very helpful, and they don’t accept tips directly, which takes a lot of pressure off of guests.  It seems like people outside the hotel are high pressure when it comes to westerners buying something or giving a tip.  I noticed at least once that rates differ for foreigners when it comes to tourist attractions.  It’s also important to carry some local money if you want to negotiate on something.

Looking out at the street is somewhat intimidating so I hired a driver for a half day tour through the city.  This was not cheap, but he did know where to go and provided door to door service.  He even joined me on some of the walking tours making this the simple option for someone who has not been here before.  I did notice I was the only one touring around in a nice car – others were in 3 wheeled taxis that seemed to lack the level of safety I was looking for in this traffic.  The driver warned me up front that all cars are dented and it’s normal to run into each other since no one really cares about the lanes on the street.

With just four hours to site see, we made our way to all of the key attractions including: Vidhana Soudha, Cubbon Park, Bangalore Palace (Pictured to the left), Tipu’s Palace, Bugle Rock, and the older sections of Bangalore.  The palace entrance fee to the left was $175 in local currency for locals, $350 for me.  I decided to skip the inside tour.  I also visited two stores where they sell silk garments and sandlewood carvings.  I noticed I was the only one shopping and the store keepers did not want me to leave without buying something.  I did finally break down and purchase a couple of chess sets for my boys…but my sales resistance is pretty high when it comes to high-pressured selling, causing me to pass on things even when I need something.  Something to remember while selling – no one likes to be sold or pressured.  Most of the tourist attractions are well kept, beautifully architected and hundreds of years old.  Had I not hired a driver I would not have seen this side of the city.

Other areas of city were less attractive, but very interesting.  My driver said today’s traffic is light!  It was crazy – he indicated work days are much worse.  Crowds were everywhere, catching crowded buses, buying and selling on the street, and walking around.  The men mostly dressed in plain shirts and long pants, the woman in a variety of traditional outfits, colorful, and silk.  We even saw several cows making their way through the streets.

Despite knowing where to go, we probably spent more time in traffic than actually touring historical sites, however I did find the streets interesting with their small shops, crowded street corners, and all types of vehicles weaving in and out through the streets.  By late afternoon I was ready to head back, having seen all of the major attractions listed as Landmarks and Memorials on my map.  Most of the streets look just like this one.  At the end of the day it was nice to return the gardens, but not without first walking through the hotel’s metal detector and having our car examined for explosives!

© 2010, David Stelzl




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