On NOT understanding people

I have been blogging 8 years. You'd think I know what is popular and what will get people clicking and talking. And you'd be right in a small way, because I know a little, and this is what I know:

My most popular post of all time is THIS one. The amount of original writing is limited. The insights are arbitrary and, dare I say it, relatively shallow and somewhat cliched. But it has a killer headline that seduces people to click.

My next best post (on LinkedIn) is THIS one. It has a quarter of the views, but 10 X the number of thumbs up! It is certainly a much better post than the previous one, but it is not particularly deep - and if you read it you will immediately grasp the obvious lesson/message it contains.

THIS post is much better than any of the above. It is actually useful and contains a powerful, 
foundational insight that can be translated (and used) into any business challenge. It has below average views, and 2 likes.

Watch and observe the follow of 'updates' on social media platforms. Whether it is Twitter or LinkedIn or whatever, the most popular posts are:

  • An image - with a (unoriginal) quote
  • A recipe that promises a quick solution in X number of steps
  • A wild promise to make someone better at (leadership, personal branding, productivity - fill in the blank)
  • A shortcut to achieving some type of superficial success (be more popular, get more followers, etc)

From what I have learned about people's online behaviours, I can say this quite unequivocally:

  • People don't really want to learn, they want a shortcut.
  • People don't want to think, they want to be reminded of what they know.
  • People don't' want to work at figuring something out, wrestle with an application - but want it given to them.
  • People don't actually grow their own purpose through self-reflection, they want to follow the crowd.
  • People invariably mistake the obvious for the truth.
  • Almost everybody reading this will think the above don't apply to them.

OUR GRAND ERROR OF JUDGMENT:
Words of Wisdom are seen as wise if everyone else previously agreed that those words are wise. Business advice is taken from people who are perceived to have been successful.

The TRUTH is that words of advice may be true or untrue irrespective of the past record of the person speaking them. The truth is the truth, no matter where it comes from. Someone who has spoken a past truth does not necessarily have a monopoly on the truth; it can come from anywhere - even from a child.

Taking advice from someone who has succeeded in business (or anything) is actually rationally not the smartest thing that you can do. They may have tried once or twice and succeeded wildly and admirably. Good for them. But that means they have not gone to school on that particular challenge.

Here is the thing though:

  • Because they have succeeded at one thing does not mean they will succeed again.
  • Because they have succeeded in their way, does not mean it is relevant to your situation.
  • Because they have succeed, does not mean they understand why they succeeded because they may actually not have the self-awareness or the understanding of the true factors of success.
  • Because they succeeded, they don't know what causes failures.
If ANYONE had the real secret or recipe, we would have no more failures. Polio may have been eradicated, but failure hasn't; because there is no antidote to failure.

If you want to take advice from someone, don't take it from someone who ONCE hit a hole-in-one; take it from a PRO who may have NEVER hit a hole-in-one, but can land the ball within a few feet from the hole every time.

This extract from our (approximately) fortnightly newsletter. Do you get it?


Help me pick

#thinkdifferent

Of course we do the face to face thing. But as you know, technology is part of every business if they want to have a future-proof business model.

In our case it is SMARTCLOUD.

We constantly craft the message and the brand and the image, and how to best visually represent it.

The PRODUCT itself can be visually explained as per this image.

SmartCloud by Ganador.PNG

What I need your assistance with is our new business cards.

I am thinking of using some GAPINGVOID art for the back of the business cards.

I am tossing up between the following two:

PICK A

gapingvoid information knowledge.jpg

 

PICK B

gapingvoid knowledge experience.jpg

You can let me know which one you like (including none of the above) by telling me via this voicemail widget below. OR contact via website or twitter or email - whatever is convenient.

(Hah – see what I did there… a bit of innovation testing. C’mon talk to me…)

 

Thanks

Dennis

 

PS: Let me know what you think about SmartCloud too...


Ganador Blog is about #thinkdifferent. We cover topic of business- and personal development aimed at entrepreneurial marketers. (c)Applies. Posts authored by Dr Dennis Price.

100 wickets and a Friday Funny

Just to make the transition from holiday mode to work mode a bit more fun, watch all 100 Ashes wickets falling in 4 minutes . #TheUrnReturns


And then just before the funny bit, this was the saddest bit about the summer of cricket.


And for this one, you have to be Australian, sorry...




Ganador Blog is about #thinkdifferent. We cover topic of business- and personal development aimed at entrepreneurial marketers. (c)Applies. Posts authored by Dr Dennis Price.

Kick back with the collection of links from all over

Here is this week's cream of content on the internets...

 

A very excellent collection of links to make you smarter

This week I have more good stuff for you. Thank me later :-)

  1. People Analytics is a whole new discipline. I mean , when they startt making apps for it, it must be real, right? READ THIS AND WEEP.
  2. The art of mastery – a lesson from a 10 seat restaurant
  3. The 52 must-know trends in bullet point summary

 

 

Ganador Blog is about #thinkdifferent. We cover topic of business- and personal development aimed at entrepreneurial marketers. (c)Applies. Posts authored by Dr Dennis Price.

Sneak peak at the schedule for the next 10 days or so

This is what lies ahead of you as of 2 December 2013.

I recommend FEEDLY as a blog subscription service, if you want the good juice daily.

If you like to get a weekly email  summary instead, SUBSCRIBE on the homepage

 

SneakPeak.PNG

A roundup of awesome stuff on the internets

  1. The big guns of the start-up world analysed really well.
  2. Celemi Web App to crunch some ‘what if’ scenarios on your business performance.
  3. The fragilista (as floated by NN Taleb originally) covered nicely here: For those who think they can know everything.
  4. Honest Slogans – What people really think when they hear your brand slogan.
  5. Toastmaster Speech of the Year (a few years ago): Good to watch the craft of public speaking – and an inspiring topic
  6. Here is a great Quora thread on eCommerce innovation.

 

Enjoy!

Fifty shades of failure (in case you missed it earlier)

Boobs. Butts. Dicks. There you go, sexual reference out of the way to justify the title.

What I really want to talk about is the ONE attribute(and a dozen different manifestations) that drives failure and concomitantly drives success if you can manage to avoid it.

  1. I have asked one of the leading coaches/consultants in the world what, in his opinion, is the single biggest issue that stands between a person and success. What was his answer?
  2. What is one of the most powerful persuasion techniques identified by Cialdini?
  3. What is the one thing that you need in order to establish yourself as an authority?
  4. Which psychological principle (also identified by Cialdini) drives the success and growth of Facebook and much of Social Media?
  5. What is the basis of a long-term relationship?
  6. What, according to Maslow, is the highest need-state that humans aspire to?
  7. What trait do people value most in the people who turn to for important advice?
  8. How do you measure success in a social world?
  9. On what factor does the success of a politician to get things done rest? (Even faceless men in Labor.)
  10. What is the cornerstone of effective, believable communications?
  11. What is the most powerful behavioural influence in the lives of young people?
  12. The fundamental driver of fashion purchases and the longevity of the industry can be ascribed to one common desire. What is that? (BTW, the same applies to tattooing, pop music and any fad you care to list.)
  13. Why do you have to watch the latest viral video?
  14. Have you met someone always wants to know how they are going or how they can do better?
Here are the answers:
  1. Self Esteem (or lack there of)
  2. Social Proof
  3. Credibility
  4. Liking
  5. Love
  6. Self-actualisation
  7. Trust
  8. Fans and Followers
  9. Authenticity
  10. Charisma
  11. Peer pressure
  12. Desire to fit in (while pretending you are focussed on being new and with it)
  13. Fear of missing out (FOMO even has its own acronym, it is that pervasive)
  14. Feedback (need to receive endorsement and validation)

Carefully consider these responses.

Can you see that they are shades of the same thing? (Albeit not quite 50.)

If I had to choose one word that describes the sweet spot in all those responses, I will opt for LIKING. 

For example: Credibility is a formal shade of liking. Love is an intimate shade of liking. And you can do this for each of the responses above.

People want to be liked. They don’t always like themselves but we have universal desire to be accepted and to belong and be part of some tribe. We don’t want to miss out and we don’t want to be alone. We want love and respect.

No matter who you are and no matter what you are prepared to admit. You want to be liked. And no matter who you are or what the socio-economic lottery gifted you; you are insecure.

The need to be liked is a thirst that can never be slaked.

The worst thing you can see to someone is: ‘I don’t like you.’

When the teenager screams ‘I hate you’ at the parent who denies them a late night out, they are instinctively resorting to the most primal and powerful weapon to inflict as much pain as they can on another human being.

Every character ailment or dysfunctional attribute in your make-up can ultimately be traced back to this one fundamental thing.

  • Bully? Insecure about their likability, so they do the things that make them unlikable so that they cannot be tested.
  • Arrogant? Once were liked and ran with it…
  • Compulsive re-tweeter, selfies on Facebook or Instagram? Wanna be liked…
  • The office politician? Say the right thing for the right audience… anything to fit in.
  • The class clown? Anything for a laugh…
  • The hero who saves the day? Likes the adulation…
  • The volunteer does it because it makes them feel good…
  • Customers want ‘customer service’ because the respect afforded them in this manner makes them feel good about themselves…

I could go on but the list is endless.

Your successes (and failures) in life are determined more by your likability than skills and even more than (inexplicable) luck or any other single factor. (Inheritance aside if you measure success in financial terms.)

Suffice to say that understanding this need is a powerful insight, and being able to manage it within yourself and others will uniquely equip you to conquer the unconquerable and once and for all make you a master of your destiny.

Confession time: I am not one of those people who are instantly likable. The truth is I am (lucky or unlucky enough) to be reasonably smart and articulate. I have a strong contrarian streak. I can think on my feet and poke a hole in most arguments and improve on any idea that is floated. I love words and ideas. I innovate and create.

Those who know me well will tell you that I tend to use all of the above toprevent people from being/becoming too close. Yip, despite the qualifications and pretty reasonable résumé, I too, am insecure. Just like you. The difference could be that you may or may not have recognised it for what it is and may or may not have admitted it to yourself. We are all insecure, and it simply manifests itself in different shades of failure.

I am driven by logic and rational argument. I value facts. I want to determine what is right and what is wrong and want to be able to justify everything I do. Even if I annoy someone, I just want to be right.

In fact, when I annoy someone with my rationality I can count that as a win. I am happy because then I don’t have to worry about being liked. (It would be completely irrational to be care about being liked by an dumb ass, right?)

Psychologists believe that the reason why some many Hollywood stars – the epitome of attractive, successful and rich – so often become victims of addiction and loutish public behaviour because they literally can’t believe their luck. They suffer from an ‘impostor syndrome’.

Even people who are well-liked (even admired), still need to have it constantly validated. Bill Clinton is arguably one of the most charismatic men of our time, but even he needed to other ‘exploits’ to bolster his ego. Monica wasn’t thathot, so those shenanigans clearly weren’t about sex.

Much like a magician misdirects the audience’s attention, many people create artificial character deficiencies to deflect and misdirect people’s affections. I (or anyone else) actually make it harder for people to know the real person because we fear that the real person is not good enough to be liked.

We all do that. We find a way of coping with the need to be liked and one logical way to deal with it is to make yourself less likable so that there is a rational reason why people don’t like you. Deep inside you know that is not really who you are; so perversely you then know that the reason why people don’t like you is wrong and therefore not truly a reflection of yourself. Your ego remains intact.

BUT - it’s not all bad. I am intensely committed and loyal. I always deliver – usually more than I said I would. (Can you see how event these positives traits can be traced back to inherent insecurities and the need to be liked?) I am highly ethical and honest. I work damn hard and always do the best I can. (If you were to become a client, history shows that you will be a client for a long time once we get to know and trust each other.)

When people really get to know me, they respect me, like me and trust my judgement and so forth; all the good stuff we thrive on. I may not be the first person called when the party is being organised, but I am the one they call when they lose their job.

But this post is not about me.

It is about you and your business.

And I want to provide you with some pointers as to HOW you can use these insights to your advantage. That is, I want to share the process you can use to become more likable, whilst simultaneously becoming slightly less dependent on having that need fulfilled.

Step 1: 
The starting point is SELF-AWARENESS.

This is much harder than it seems. Being aware of the impact you have on other people is clouded by your insecurities and self-delusions. The way youthink you are perceived is probably not the way you are actually perceived. In all likelihood it is not as bad as you think it is.

Human beings cannot deal with incongruence between who they think they are how people perceive them. They will behave/act in such a way as to synchronise their behaviour with how they think they are perceived. But if your perception of other people’s perceptions is faulty, then your behaviour becomes misaligned with both who you really are and who other people think you are.

Knowing yourself is hard thing to know. (Maybe because it is the one thing that you can never know objectively.) And it is hard for introverts (who are not focussed on the externalities) as well as for extroverts who are focussed mainly on the externalities and not their inner feelings.

Step 2: 
Validate your self-perception with some feedback from people whose opinions you trust and value.

It is not easy either, because the natural response is to justify and explain away those observations – especially if they hurt. You need some external input so that you can calibrate your sense of self with reality. (Which may explain why ‘life coaching’ is a booming business.)

Getting a reality check is critical. Don’t wait for a heart attack or a divorce or a retrenchment to force it upon you.

Step 3:
Accept yourself.

There is a fine line between being self-satisfied and self-acceptance; and finer still, the line between self acceptance and unwillingness to change.

Those bad habits of our old insecurities are hard to shake and we wear them like a comfortable old jumper long past its use-by date. But you can’t move forward if you don’t accept the essential person that carry around inside yourself.

You must want to change because you (love and) accept yourself. It is not about accepting yourself only after you have changed.

Step 4:
Practice honest likability.

Once you admit you want to be liked (just like everyone else) you need to proactively source some liking. That is a clinical way to say that you should surround yourself with some people who will like you.

This is actually quite easy – unlike the first three steps – because if you want to be liked, all you have to do is to honestly like other people first. 
How do you practice ‘liking’ people?

You smile. You listen. You get them to talk more about themselves and you don’t talk about yourself. You give them stuff. Not presents, but your presence. Not money, but your time. You give people your respect and your love and the way of the universe is that it returns to you – as corny as that sounds.

There is one catch. If you want them to genuinely like you then you must genuinely like them. You can’t fake the abovementioned strategies in order to be liked. You have to do it because you want to like them.

If you do it for the purpose of inducing reciprocal liking, you will fail. You have to ask yourself the critical question: how genuine (authentic) are you about liking and wanting to like other people? This is the key.

And that, dear friend, is the simple process to follow if you want more success.

WHY I AM WRITING ABOUT ‘LIKING’ IN THIS NEWSLETTER? (I hear you ask.)

Ganador may be called a ‘training company’ but honestly we see ourselves a bit differently. And that is NOT because we are contrarian about it… We see ourselves as being in the business of ‘performance support’. All performance originates from people, so we support people to perform. Learning and Development is what we do, but that label has connotations of class room training and colourful manuals – and that is a very small part of what we do.

4HeuristicsSellSmart.PNG

 

We don’t often mention ‘performance support’ because it is too hard to explain and only people who are at the cutting edge of L&D will have even heard of the term, and operational people don’t care about labels – they just want results.

The principle of LIKING is one of the cornerstones of our Sell$mart training program (or performance support strategy.) Given my background in Consumer Behaviour and my innate need to be new and different and better, means Neuroscientific insights have been part of our training materials for a long time - seven years in fact –  and long before it became a buzzword used by people who have read a few pop-psychology books.

If you apply some common sense to it, you will appreciate that the need to be liked is such an innate need of ALL people, and therefore it is also a need of CUSTOMERS shopping in your store and it is a need of your STAFF selling to those customers.

1.      How can you leverage this powerful psychological insight to the benefit of your business?
2.      Is your customer experience designed to deliver on this need and are your staff skilled and committed to delivering on it?
 
Like most powerful insights, it is actually relatively simple. Once you know ‘WHY’, the ‘what’ and the ‘how’ follows easily. When the employee understand why something happens, they can buy into the ‘what’ and ‘how’.

Think about this: A retail employee has an opportunity all day and every day to experience some 'customer love' which could satisfy their innermost needs; yet retail suffers from high staff turnover?

Success is not achieved by running a 2-hour workshop and telling staff what to do. Sustainable success requires one to shift the culture so that the business becomes geared towards delivering this new experience.

And of course, LIKING is only one of those powerful heuristics. There are dozens, but it is not practical to implement all. Typically six or even just four of these heuristics will cover most scenarios with most customers and give most staff a skills set to interact effectively with customers and that will suit their personal preferences.

The image below is the framework we used with one client. It illustrates how the various decision heuristics are categorised into four key types. Each employee finds one or two of these categories more suitable and they can explore them in more depth and embrace it and make it there own.

The science of persuasion differentiates between alpha- and omega strategies, and they have different roles to play. ‘Devil’ strategies are Omega strategies and Alpha strategies are labelled ‘Angel’ in this diagram. (‘Liking’ falls into the ALPHA category if you haven’t guessed.)
 
 
 
  
The heuristic used depends on the stage of the relationship, the type of product you sell and the customers’ disposition.

The key point is: There is indeed a science to selling, and it is based on understanding emotions.

Some people are ‘naturals’ just like some people are naturally charismatic. But not enough people are, and definitely not all your staff (maybe not even you) may be a ‘natural’ at interacting with customers.

The good news is that anybody can learn to use these principles. As a trainer (or a performance support architect) you must put together the right pieces of the puzzle, help people discover how people really function and help them overcome the barriers that prevent them from becoming the person they need to be. That is the biggest part of the job.

The easy part is to give them practical tips on how to approach a customer or where exactly to stand relative to the customer (etc.) to create the optimum environment for selling.

SUMMARY

I have shared with you ONE insight about people. This particular insight can be used on many levels, including by yourself in order to personally evaluate how you may want to make some changes to your own life and to your own relationships.

In this case it starts with an admission. Write me an email to tell me your story if you want.

You can also of course think about extending this into your business and change the way you and your staff interact with customers in order to drive sales revenues in addition to the personal satisfaction. I can GUARANTEE it works. (In one case we improved client conversions to 100%, up from 50%.) But how well it works, depends on how committed you are to implementing it.

As mentioned earlier, we don’t have a big blue file with a training package to sell. But if you are on a journey that needs some direction or need some momentum, we can help. I don’t know what the solution exactly looks like for you or your business, but we will come up with the right one.

In this case it requires a simple phone call or  an email to find out more.

We are actually nice people, despite our own little insecurities which we master one day at a time. And I am sure you will LIKE what we have to offer, and what it can do for you.

POSTSCRIPT:
I haven’t read Fifty Shades of Grey. If you really are interested to learn more about it, here is a link. Or if you simply want to see some boobs, here is another link.

 

Upcoming

Just to let you know so that you don't miss out:

The next issue of ReadThinkLearnLaugh will be published on Wednesday. We don't publish often, but when we do it is worth it. This issue focuses on the Retail Experience. It contains HEAPS of research, videos, links to outstanding articles and some of the best downloads you can imagine.

There is a social media starter guide as well as a Facebook Marketing Guide - by Facebook! There are example and ideas and insights that should kickstart any business owner into action. Miss it and miss out.

Drop your email in the 'subscribe' box on our homepage.

The next two blog posts are scheduled for the week and cover:

  • a simple research technique
  • a quick introduction to the quick ratio

All good stuff this week - thank me later :-)

Do it now...

Dennis

Comment
Ganador Blog is about #thinkdifferent. We cover topic of business- and personal development aimed at entrepreneurial marketers. (c)Applies. Posts authored by Dr Dennis Price.

A new way of doing business

[This is an extract from the ReadThinkLearnLaugh Newsletter Archive.]

It's a buzz: S-Commerce and you have heard about it, right?

It's not just eCommerce or internet retailing; it is now about social commerce. (Meaning it's all happening at the social networks - probably Facebook if you want to be realistic.)

The so-called gurus are mostly talking rubbish, to be straightforward. They claim that:

  • Internet shopping is growing at such a rate that traditional retail will be redundant soon
  • Customers can always find the lowest price on the net, and they are now trained to look for the lowest price
  • There is no way a traditional store can compete
  • The market is changing and it is irrevocable
  • Traditional media is not effective at reaching new customers.
  • Customers do not want to be interrupted, they now want to be treated with respect, and you must be prepared to have a conversation with them.

There is more, but when I have explained these, you will get the point.

Internet shopping is growing at such a rate that traditional retail will be redundant soon

ECommerce makes up about 4% of total retail sales.

The internet is changing the way we are shopping, but not THAT we shop. As long as people still buy stuff, retailers can come up with a strategy to succeed.

Customers can always find the lowest price on the net, and they are now trained to look for the lowest price

Customers have always (and still do) want to get value for money. Nobody has ever wanted to be ripped off. The internet makes it easier, sure, but it does not change the fundamentals. If you have not figured out how to provide value for money, then you should. But it is not new; maybe just a bit more urgent.

There is no way a traditional store can compete

Of course they would say that. They want your money.

The market is changing and it is irrevocable

What's new? Change is the only constant as the cliche goes.

Traditional media is not effective at reaching new customers.

When was the last time YOU clicked on a Facebook Ad - or even on Google Adwords?

  • 99.9% of people who are served an online display ad do not click on it.
  • TV viewership is now at its highest point ever

Customers do not want to be interrupted, they now want to be treated with respect, and you must be prepared to have a conversation with them.

Hey, next they will tell us customers are people with real feelings. Whoopeedoo. They mean that the conversation you must have with the customers should happen via whatever channel (read website) they happen to masters of.

SO what to do?
Don't get me wrong. I am not a Luddite.

I was on Twitter Feb 2009 - 2 years ago, and on Facebook July 2007. (How does that compare with your resident guru?)

As a centre manager in 1999, I argued that we should be planning our retail mix to assume that Sanity won't be around. (Sanity being a chain of music stores for international readers.)

I launched my first internet start-up in 1997, an online tool allowing brokers to market office space when realestate.com.au was a twinkle in someone's eye.

I am currently involved in another internet start-up with a friend and colleague who, if you don't use his services, you should.

I say this so that you will believe what I tell you.

The internet is just technology. We change behaviours to adapt to it. (Just like video technology changes how meetings are held.)

But it does not change the fundamental needs or attributes of humans. It does not change what people value.

The rules of a successful commercial enterprise are not different.

Just like we had to learn to accept EFTPOS at the cash desk, we have to learn about all the new channels and technologies. But the rules are no different, even if the technology is.

We still have to go to where our customers are. You still have to be respectful, you still have to add value, you still have to figure out what the customers want and provide that at a profit.

NO CHANGE.

So there is nothing to fear.

Don't get left behind as technology is being introduced - make time to experiment and try a few things.

Here are three sites you can try.

  • SHOPTAB starting from $10 per month
  • STORENVY which is free
  • PAYVMENT - apparently the hottest start-up in this space, also free

I am NOT offering my services to help you with this. You don't need help. You don't need a guru/consultant.

What you do need is a kick up the arse to just go and do it.

A new way of doing business

[Extract from previous newsletter. If you receive that, ignore this.

If you don't receive, why not? Just drop your email in a box...]

It's a buzz: S-Commerce and you have heard about it, right?

It's not just eCommerce or internet retailing; it is now about social commerce. (Meaning it's all happening at the social networks - probably Facebook if you want to be realistic.)

The so-called gurus are mostly talking rubbish, to be straightforward. They claim that:

  • Internet shopping is growing at such a rate that traditional retail will be redundant soon
  • Customers can always find the lowest price on the net, and they are now trained to look for the lowest price
  • There is no way a traditional store can compete
  • The market is changing and it is irrevocable
  • Traditional media is not effective at reaching new customers.
  • Customers do not want to be interrupted, they now want to be treated with respect, and you must be prepared to have a conversation with them.

There is more, but when I have explained these, you will get the point.

Internet shopping is growing at such a rate that traditional retail will be redundant soon

ECommerce makes up about 4% of total retail sales.

The internet is changing the way we are shopping, but not THAT we shop. As long as people still buy stuff, retailers can come up with a strategy to succeed.

Customers can always find the lowest price on the net, and they are now trained to look for the lowest price

Customers have always (and still do) want to get value for money. Nobody has ever wanted to be ripped off. The internet makes it easier, sure, but it does not change the fundamentals. If you have not figured out how to provide value for money, then you should. But it is not new; maybe just a bit more urgent.

There is no way a traditional store can compete

Of course they would say that. They want your money.

The market is changing and it is irrevocable

What's new? Change is the only constant as the cliche goes.

Traditional media is not effective at reaching new customers.

When was the last time YOU clicked on a Facebook Ad - or even on Google Adwords?

  • 99.9% of people who are served an online display ad do not click on it.
  • TV viewership is now at its highest point ever

Customers do not want to be interrupted, they now want to be treated with respect, and you must be prepared to have a conversation with them.

Hey, next they will tell us customers are people with real feelings. Whoopeedoo. They mean that the conversation you must have with the customers should happen via whatever channel (read website) they happen to masters of.

SO what to do?
Don't get me wrong. I am not a Luddite.

I was on Twitter Feb 2009 - 2 years ago, and on Facebook July 2007. (How does that compare with your resident guru?)

As a centre manager in 1999, I argued that we should be planning our retail mix to assume that Sanity won't be around. (Sanity being a chain of music stores for international readers.)

I launched my first internet start-up in 1997, an online tool allowing brokers to market office space when realestate.com.au was a twinkle in someone's eye.

I am currently involved in another internet start-up with a friend and colleague who, if you don't use his services, you should.

I say this so that you will believe what I tell you.

The internet is just technology. We change behaviours to adapt to it. (Just like video technology changes how meetings are held.)

But it does not change the fundamental needs or attributes of humans. It does not change what people value.

The rules of a successful commercial enterprise are not different.

Just like we had to learn to accept EFTPOS at the cash desk, we have to learn about all the new channels and technologies. But the rules are no different, even if the technology is.

We still have to go to where our customers are. You still have to be respectful, you still have to add value, you still have to figure out what the customers want and provide that at a profit.

NO CHANGE.

So there is nothing to fear.

Don't get left behind as technology is being introduced - make time to experiment and try a few things.

Here are three sites you can try.

  • SHOPTAB starting from $10 per month
  • STORENVY which is free
  • PAYVMENT - apparently the hottest start-up in this space, also free

I am NOT offering my services to help you with this. You don't need help. You don't need a guru/consultant.

What you do need is a kick up the arse to just go and do it.

In the meantime, back at the ranch...

You still have to know how to merchandise and how to price and generally run your business.

In the newsletter I include a link to two eBooks. Both are extracted from eBooks that have been sold commercially, so there is actual value. If you subscribe, you will get the link...

But more importantly, by actually doing something with the tips and techniques contained in those books, the value is immeasurable.

We can help of course, if you need it.

Sure we gallivant at conferences, and we have puff pieces written in the media (Article in Newsagent Magazine) and appear in trade magazines. But that does not mean we are not approachable or real. We have customers (actually most become friends) who need us and we need them.

Neither of us is special in any way and if I ever acted that way you have permission to kick my butt. I say this because occasionally someone writes/comments on something and I sense that they don't feel confident in doing it as if our opinions somehow carry more weight.

Don't think that; you deserve better.

And if you think you may want to ask about something you may need assistance with, don't hesitate.

I caught up with another friend the other day - if you sell gifts, and you don't stock his stuff you are missing out - and he said: I had a look at your website and I have no idea what you do. (That was a wake-up call, I tell you.)

In case you don't know either:

Ganador helps organisations implement their brands in a retail environment.

We develop strategies, systems and people to perform in a retail environment ad we do that by measuring the performance, designing appropriate strategies and equipping the people to implement those strategies. Typical products are:

  • Mystery Shopping
  • Retail Audits
  • Retail Ready Brand Assessments
  • Customer Experience Design
  • Knowledge Management
  • Internal Communications
  • Customer Communications
  • Training (online and offline) - our favourite because it empowers YOU

OK, all that shameless self-promotion is out of the way for some time now. (Actually, that was the first time I think?)



Too boring for words, right?

Customer service is a boring topic.

But in today’s competitive (and rapidly changing) retail environment, the ‘human touch’ is the last (and most critical) differentiator between online and offline retail.

Creating and delivering an AWESOME customer experience is what is really required. This is MORE than customer service; but great customer service is a PREREQUISITE for CXD.

You have to get the foundation on which you want to build the experience right first.

But HOW do we actually, practically DO IT???

This is the topic of this months newsletter…

This post is especially for blog readers who are not subscribed to our (infrequent, but value-packed newsletter: ReadThinkLearnLaugh).

It will go out within the next 24 hours at most, so subscribe and get the free whitepaper (16+p) that comes with it as well.

Simply click on the link to come to the website and the subsctiption box is on the right-hand side.

But you gotta be quick because the next one won't be for a couple of months...

Regards

Dennis

 

Comment
Ganador Blog is about #thinkdifferent. We cover topic of business- and personal development aimed at entrepreneurial marketers. (c)Applies. Posts authored by Dr Dennis Price.

Customer Service: A whitepaper

For the benefit of RSS readers of this blog; I just wanted to point you to this whitepaper on Strategic Customer Service. (The last entry on the list of downloads.)

I was written for subscribers to the Ganador RTLL newsletter. If you would like to receive it directly, just drop your email in the box. All the usual assurances apply...

Cheers

Dennis

 

Coupons are discounts, but better for business

Coupons are discounts, but they are better for your business:

> Advertised price-cuts can be forgotten, but your coupon can occupy some real estate in the customer's wallet.

> Coupons can be targeted better than a general discount.

> Coupons may be funded by a supplier.

It is a good idea to always include a coupon in any form of communication that you have with the customer. For instance:

  1. When you notify them of a prize that they had won, include a coupon.

  2. When you send your monthly statement, add a coupon.

  3. When they visit your store and buy above a threshold amount, reward them with a coupon to be redeemed at their next purchase.


Coupons can be personalised, and you can effectively track which ones are more successful than others - which of course means you run them again!

When the local footy club asks for a donation, they are interested in cash. But instead of saying 'no', you can always offer them a series of unique coupons.

It is better than 'no' and it shows some goodwill. This way you can rotate your donations annually and satisfy the endless demands for sponsorship that way. [If you really want to get smart, you can promise them X% of all redeemed coupons as cash sponsorship for next year.]

If you are thinking that coupons/ vouchers are old hat, consider this iPhone App (application) that is revolutionising the business in the UK, and is heading to Aus.


Reblog this post [with Zemanta]

On being an All Star

Time for some shameless self promotion.

Got a note from my provider (Constant Contact) that we made the grade to be qualified as an ‘email marketing all star’.

I thought I would publish this on the birthday week of the blog. It is a good excuse to invite the readers (especially RSS and email subscribers) who never get to the site, to subscribe to the newsletter.

The criteria we had to meet were:

  • Averaged a bounce rate less than or equal to 15%

  • Averaged an open rate of 20% or higher

  • Sent Constant Contact emails regularly  

  • Averaged a click through rate of 2% or higher 

  • Received no compliance related complaints or inquiries


I have no idea if that is high enough, because our stats are substantially better than that… which means we must be doing something right.

On top of that, I got some feedback on the last newsletter (see latest copy here) from one of the members.

He wrote this:
I enjoyed your big picture perspective on this - hell, I enjoy all your pieces. Keep it up Dennis - you are one of few commentators I think are worth listening to.

I was flattered. I am sure it is not unanimous, but it may suit your style and your needs…

To get the email, you have to be a member of RetailSmartResults Group. Getting the email newsletter is the only communication you will receive from the site – and there are HEAPS of other benefits. And we have some good stuff in the wings.

If you are serious about your professional development and you work in the retail supply chain, this is the place to be.


Reblog this post [with Zemanta]

The downside of branding

[This post was originally published in ReadThinkLearnLaugh - our monthly newsletter. Subscribe here to get the good stuff...]

Actually a better title would be: The Downside of Brand Loyalty and the Meaning of Life

  • Is marketing evil?

  • Do you feel guilty that your job is essentially the promotion of conspicuous consumption?

  • Is selling stuff for a living just so shallow?


Is or was it something that bothered you? Have you ever thought you should just chuck it all in and go and work for a charity or volunteer for missionary work because of the apparently meaninglessness of your day job?

This is something that took me a long time to resolve, and it was important to me that I was able to reconcile my desire to live a worthy life with my need to earn a living.

By their nature, organisations are systems that demand consistency and predictability - and ultimately repeat business. Converting customers into brand loyal followers achieves all of this. Organisations have created (or rather adopted) the notion of brand to hi-jack consumer decision-making; to improve the odds of repeat business.

Because marketers strive to make their brands the preferred choice (top of mind) to the exclusion of all others, a brand is meant to become some shortcut for decision-making.
When marketers succeed, there is a significant downside to the consumer. Once people become brand loyal, they:

  • Forfeit the opportunity to experience variety

  • Deny themselves the opportunity to seek and find greater value

  • Miss out on the epistemic value of new products/services

  • Impoverish their long-term decision-making ability as they fail to evaluate and incorporate changing values and product attributes.


Consumers trade all of that for a few seconds of thinking time when it comes to making a purchase.
If conspicuous consumption is undesirable and creating brand loyalty (arguably the marketers number one job) is the strategy to tip the odds in favour of the organisation to the detriment of the consumers; does that mean what we do for a living is bad or unworthy?

The answer, in my mind at least, is absolutely not.

Whilst any one job in any one organisation in isolation may seem to be promoting conspicuous consumption to the detriment of individuals, there is a bigger picture here.
Collectively, as we all do our individual jobs, we are contributing to a rich and diverse society that offers people choices. It is not just me promoting my brand, there is you, and John and Jerry and Mary and Sue too. And it all adds up to a market place that gives society a rich palette of options.

So while the individual's pursuit of his or her own goals seems narrow and selfish, the fact that there are millions doing so simultaneously, means we have created a system that, as a whole, is a healthy environment.

That is the epitome of civilisation: people who are free to exercise their choices and have the opportunity to do so.

And despite what you may read in pseudo-science magazines from time to time, marketers cannot control consumers' minds. Subliminal advertising (and the story about coke & popcorn ads flashing during a movie) is just urban legend.

So, when you are promoting your product, you are actually part of a bigger ecosystem which is a crucial part of our social fabric - without which our lives would be so much the poorer.


Reblog this post [with Zemanta]

What makes US tick, makes business tick...


The Power of Thoughts
Image by exper via Flickr


[Extracted from previous edition of RTLL newsletter.]

There are three things that make humans human. Well, more I suppose, but these three things are what really distinguish us from gorillas.

The ability to consider

Cogito ergo sum - I think therefore I am - is Descartes's original insight, and not only is it his 'proof' that we exist, but I believe proof that we exist (uniquely) as humans. After all, plants also exist even if they don't think about it. Humans can consider the external and internal influences and evaluate these. We judge. We compare. We employ our critical faculties to take a position.

Something is not just what it is. It is also good or bad. We can distinguish one from the other. Not just thinking, but critical thinking.

The ability to decide.

Not just react or choose, but actually decide. Choosing the non-obvious.

When a gorilla eats the banana instead of the apple, that is not choice, it is an instinctive reaction, a habit or a preference. Humans do this too. Consumer psychology is explicit about this and in fact we train people how to use this in a sales environment - what we called the primitive brain; where people make shortcut decisions on a sub-conscious level.

But we can also take decisions that are not always in our interest. We save someone's life. We do good for no return. We don't have to yield to the urge to procreate randomly, but can choose to stay faithfully married to a single person. These are the things that make us human.

The ability to change

Human beings are unique capable of change. They don't just evolve, they change.

And change that follows a decision to change is uniquely human. Inherently we can translate our dissatisfaction (non-acceptance) into a series of decisions and actions. Thoughts become decisions become actions. Things happen. But we can choose our reaction to it. And not always the first reaction, but a considered reaction.

If we don't like what we have, we can change it. If we don' like who we are we can change it. And if we choose wrong, we can evaluate the outcome and change again.

 Employees and customers (just like us) can ...

  • consider (think) -

  • decide -

  • change -


What does this have to do with business?

Maybe the time has come for us to look differently at how we consume things.

• We do not always have to respond to the lowest common denominator.

• We don't' have to accept the status quo.

As a marketer it would be a challenge to position your product or service to appeal to a higher motive. (And challenges carry career- and ego risks.) It is even more difficult to communicate those needs because we believe inherently in Maslow's hierarchy as a pyramid where only a few people can be 'noble' and the masses are somehow more primitive. Therefore we believe the market at the bottom of the pyramid is a bigger market.

Marketers must lead the way by positioning and promoting something that is more sustainable. I am not necessarily referring to being 'green' - just being more human and less like animals.

Everything isn't fun. Everything isn't instant. Not everything is meant to taste good. There is pain and suffering and bad things happen to everyone. And it is meant to be like that.

Too often we appeal to people's baser instincts and people's needs that must (somehow) be satisfied immediately. There is an alternative: We can appeal to people's humanity - not just their sex drive. We can ask employees to sacrifice - which can be a reward in itself. We can ask customers to postpone gratification. We can suggest that they should not buy something.
We are primitive - all of us. But we are also noble - all of us. Because we are human.

These traits and needs are not the preserve of the rich or some fully evolved sub-species. I come from Africa. I can tell you that in the slums and squatter camps you can find generous people, kind people and spiritual people. Just like (if not more so) than in the equivalent of any city's 'northern beaches'. We are all human.

Marketing/Business/Work - these are opportunities to practice our humanity. And it starts with choices:

  • What do you choose to do with your life?

  • What is the fabric of your dreams?

  • How do you spend your free time? (Why?)

  • How much do you give and how much do you take?

  • Do you trust?

  • Do you make suggestions because they are right, or because you make more money?

  • Have you really accepted that what you have and who you are is the result of the choices you have made to date?


I am not offering any answers because everyone's answers will be different. I suppose there are more, but rather than simply scan over the list, why don't you have a think about what your answers really are? This is the first month of the new year and a new decade after all.
There is a very big market in being human.



Reblog this post [with Zemanta]

What about the F-Word?

Everywhere we turn, you get bombarded with free. A free t-shirt with this, free extras with that.  Buy one of this get one of that free. Disintermediation on the internet has made things that are intrinsically valuable, free too.

(This is an extract from our monthly newsletter. To subscribe, register here.)

>> Where will it end?

>> Will we ever become de-sensitised to free?

>> Does 'free' work on other people - but not on us?

The fact of the matter is this: Human beings are not rational decision makers.

Consider just one piece of research:

Passersby are offered a choice between two chocolates:
Chocolate A is an expensive Swiss chocolate offered at 15c per piece (one bite-sized block.)
Chocolate B is the common, everyday chocolate offered at 1c per piece.

What do you think happened?

Customers chose rationally:

  • Chocolate A - 73%

  • Chocolate B - 27%


Then the researchers dropped both prices by 1c. On a rational level the value equation remained exactly the same. Chocolate A was priced at 14c and Chocolate B was offered at 0c (i.e. free).

People's choices changed dramatically.

  • Chocolate A - 31%

  • Chocolate B - 69%


Almost the exact opposite. The researchers experimented with a variety of price points, always with the same result.

The reason for this is that every decision has an upside and a downside (taste, pleasure, satisfaction, prices, getting fat and so forth.) Customers will make a decision by weighing up these criteria. (The basis of their evaluation is not necessarily rational, but they make a decision nevertheless.) When you introduce one option as 'free' - they ignore the downside of the decision altogether.

The problem of course is that you cannot make money out of free, right?

Wrong!

Have you never been swayed to buy something if just part of it was free?

  • A TV because there was a free Foxtel subscription?

  • A car because of the free on-road costs?

  • The first 3 months free?

  • Free home delivery?

  • A free entry into a competition where the odds are a million to 1 of you winning something?


Free is a powerful force. It induces reciprocity - which is a powerful human motivator. I have actually seen people run away from people who want to give them something for free because they know how powerful the urge to reciprocate is, and they wanted to avoid it.

Competing with FREE is a strategic imperative. In fact, it is the basis of the most important strategic question you can ask yourself right now. (Click on link to read more.)
To promote your business, you need to understand the relationship between that which is free (and expected to be free) and what the real value of your offer is.

Over the Christmas/New Year break these maybe the thoughts that should occupy your mind because the answer may just be the difference between success and failure.

  • Can you really compete with free?

  • What would you REALLY do if your core product was available free tomorrow?

  • How can you use free to make more money?

Success is just luck

Do you know what it takes to be successful? (I will focus on material and financial success in this post, and I should say that it is possibly the least important type of success, but it is nevertheless the one that most people seem to focus on.)

There are three common theories about what it takes to be successful:

1. THE OBVIOUS: Talent (including abilities and skills)

2. THE SECRET: A secret recipe (may include ingredients like passion etc.)

3. THE UNEXPLAINED: Luck (synchronicity)

Which one do you subscribe too?

Consider talent shows (Australian Idol, Australia's Got Talent, Dancing with the Stars etc.) and jokers aside, there is an endless amount of talent lined up, each one better than the last. Yet, only a handful 'make it' to the top. Ironically, the winner of a talent show is not necessarily the one that goes on to make the most of the opportunity. And the one with the most talent often labours in obscurity whilst lesser talented people enjoy success. (Think Britney vs. Susan Boyle.) So it can't be raw talent.

Secondly, if there was some kind of recipe, then the people who had already tasted success and knew the recipe should be able to repeat it, right? Well, what does Bill Gates have in common with Billy Ray Cirus? Bill co-founded Microsoft and Billy-Ray sang Achy Breaky Heart, and you guessed it, they are both on-hit wonders.

Think of all the famous singers you know, and then think of how many singers were also successful at anything else? There aren't too many who have made a successful transition from one area to another, right? (Tara Moss can't write and Russell Crowe can't sing - trust me.)

This phenomenon is not restricted to the performing arts. Think of successful business people, from Steve Jobs through to John Fletcher. How many of them have been successful at running two different companies? How many CEOs have been successful at more than one company, compared to the total number of CEOs?

With many more one-hit wonders than we care to admit, and the lack of repeated success, it is clear that there is no (secret) recipe either, or many would be able to repeat it. Which brings us to the last explanation for success.

If talent is no guarantee, and if knowledge of the 'recipe' is no guarantee, the obvious conclusion is that success is a more about luck than we care to admit. • It is not in the interest of the book writers, the gurus and the coaches to admit it.

• And those who are successful will be loathe to admit how big a part luck has played (plays) in their own achievements.

• And if you ascribe some of your successes or failure to fortune and/or misfortune, you are tagged as a loser.

This means that being logical and realistic about the role of luck in our lives does not gain the currency it deserves in the public consciousness.
But acknowledging luck does not translate to a defeatist attitude.

The point is made well (by many people in many places, including the Bible) that it is really not about the actual achievement of any desired outcome, but it is the journey that counts. Being realistic about the role of luck does not mean you should resign yourself to 'fate', it just means that you accept the final outcome (success or failure) readily and with dignity. We know that. But we don't live our lives accordingly.

You see, the people who peddle recipes or their ability to shape your talent have much to lose. And those who believe the peddlers like the idea that they have something to blame when things don't work out. ('I don't have the talent' or 'I did not try hard enough' are easier to accept, rather than a more philosophical c'est la vie.)

And, equally, much of the satisfaction (and gloating) that comes from your success is based on the principle that it was somehow YOU that had something or did something special. Acknowledging luck does not make you weak; it makes you strong enough to accept a result and to pursue the next goal.

And acknowledging luck will hopefully make one more gracious about your successes and achievements. By recognising and accepting that good fortune is just that - fortuitous - we can share more readily and act more wisely.

Because we know what is today is not necessarily what is tomorrow.

Most important life lesson-I've learnt from a caddie

This is a longish post but for once I make no apologies. But I PROMISE you it is worth the 3½ minutes it will take you read it!

[If you are really impatient, just go there now...] But I would love you to at least come back and read the story.

When I was still living in South Africa, I played more golf than I do now. As was the custom, every golfer would have a caddie. Caddies were typically under-employed and uneducated; trying to eke out a living on fairly meagre payments as caddies on the all-white golf course of the time. (I am not proud of it, but that is what it was like back then.)

I learnt one of the most important lessons of my life on such a golf course, from a gap-toothed, semi-literate character who was my caddie on that particular day. (I wish I remembered his name or could find him again because I would like show my gratitude.)

He watched (obviously in agony) for awhile as I was leaving quite a few puts short on this particular day. One after the other my puts would stop short of the hole. Eventually he could not contain himself anymore and he blurted out:

“Give the ball a chance, master – give the ball a chance.”



For a moment I was on the verge of being upset about his unsolicited advice. (Remember, unlike pro caddies, none of them could actually PLAY golf and they really just carried the bags.) But then I realised the wisdom of those words, and I couldn’t help but smile. (The rest of my four-ball burst out laughing of course.)

If you don’t hit the ball hard enough it will not go in the hole. That is the difference between success and failure: how hard you hit the ball. Hitting it hard is not a guarantee that it will go in, but hitting it too softly, is a guarantee that it WON’T go in.

(Was it Wayne Gretzky who said: ‘I miss 100% of the shots that I don’t take’?)

This poor soul living on the edges of civilisation had given me a life-lesson that I have remembered ever since. And I thought of it again today when I made this discovery I want share with you.

Once again I had to think about whether I wanted to do something or … let it slide past. I remembered my caddie and his echo reminded me to give the ball a chance.

After a decade of being intimately involved with the Internet– I HAVE FINALLY FOUND SOMETHING WORTH SELLING. I have become aware of a fantastic suite of products that have just been launched.

You may be interested in this opportunity from the point of view as a personal user, or you may choose to become an independent marketer yourself. (I chose the latter and I now have access to what must be the greatest collection of learning & development materials on the internet.)
I  CAN promise you that, either way, what you get for your money is really good.

If you approach this as an opportunity to start you own online business you won’t retire soon, I think, but it may earn enough to eventually give up the day job if you want to.
I’ll tell you about the marketing opportunity first:

I cannot tell you how many ‘make money online’ stories, books, offers, websites, blogs I have read. And they were pretty much all crap.  I know a bit about the internet - my first e-commerce venture for my employer at the time in 1997 survives ‘till this day albeit in a highly evolved incarnation.
And I have always avoided internet-money-making schemes (promising ridiculous riches) because they were mostly glorified Ponzi-schemes, or at the least pyramids based on selling some crappy PDF which – you guessed it: teaches other people how to make money by selling the same PDF. (Most potential buyers of the book had already bought it by the time the average internet user becomes aware of it.)

But despite that, the fascination remained because logic dictates that there is a massive opportunity. Eventually everything that can be digitised will be sold over the Internet.  And customers have embraced the Internet as a viable way of doing business. (I don’t know many people who haven’t at least bought a book on Amazon.)

So I have faithfully followed up on new ideas and opportunities. And on 30th Jan 2009 – it happened. My own little Eureka moment:  I FOUND it.
And I’ll share it with you.

But a reality check first:
This is not a promise for easy money. (If you want it, you have to work at it.)
This opportunity, however, is different. The purchaser of these services, tools & content is not promised a fortune. The products that are for sale are:

  • High quality (I’d say the highest you get in the world, but you will think I am exaggerating)

  • Enormous intrinsic value (not just a useless PDF)

  • Does not have to be on-sold because it is of actual use to the purchaser

  • The timing could not be better. (The personal development industry THRIVES during tough times.)

  • Regular products that people purchase all the time


Like most internet marketing initiatives, this is a ‘network marketing’ platform too. But that is not a bad thing. It is a legitimate approach. Much like Tupperware does party plan really well, the Internet enables word-of-mouth marketing on an unprecedented scale.

So this is from my mouth to your ear - you know what I mean?

So, what do you get for the money?

Your own, Personal Development Library on the Internet. It contains videos, podcasts and e-books from DOZENS of the best speakers, trainers, consultants in the world.

There are HUNDREDS of videos, books and podcasts.  And it is offered in high definition video format (a brand new technology).

There are currently 26 people on the roster. And if you are interested in personal development, then these names will ring a bell:

  • Brian Tracy

  • Jay Abraham

  • Allan Pease

  • Ivan Misner

  • Patricia Fripp

  • Bob Proctor


… and 20 more (and growing).

The best minds in the business have put all their material together in one place. And it is here.

For the price of a good book, you get access to this library for your lifetime. It will take a very long time to exhaust what is there, and with new material promised on an ongoing basis, you will probably never have to buy into a site like this ever again.

The topics span a range of disciplines:

  • Personal Development & Success

  • Entrepreneurship & Business Development

  • Finance Investment

  • Marketing & Management

  • Leadership


… and dozens more.

You owe it to yourself to check it out – at least.

Now consider it as a personal investment opportunity:
I have already told you that you can get access to the greatest library of online materials that you can imagine.

It is an inexhaustible supply of personal development videos (high definition) and quality literature by the world’s best trainers and speakers.

And you can have it FOREVER for the price of around of drinks!

How good is that?

You don’t have to try and sell it to your friends and family. I am doing this because I really think it is a good idea. And I would like to pass it on to you too. As a professional trainer myself, I think I can recognise a good offer if I see one.

Learning a new skill and gaining a new insight lies at the heart of personal growth and success. You cannot grow if you don’t learn. Personal Development is a life-long journey and you will get many, many years’ enjoyment and satisfaction from the material in this library.

RIGHT NOW YOU HAVE THREE (3)  CHOICES:


Option 1: Go to this website, give it a thorough look-through and evaluate the samples. Then decide whether you want to do the once-off payment and become a customer or whether you will become a marketer if you have the time and inclination.
Option 2: Pass a link to this post on to your friends and family. (Yes, I will get a referral – but that is not why I am asking you to do it.) Just like people tell people about a good or bad movie, you could do the same here. Even in the remote likelihood that you think the content is poor and not worth it, your friends and colleagues might think differently.
Option 3: Do nothing. Be annoyed for a moment- you wasted 3 minutes. Carry on as before. Of course in this particular instance nothing will change. Nothing. You decide whether that is a good thing. Or whether it is just maybe worth a look?

As you contemplate which 3 of these options you are going to follow – and before you decide on the ‘do nothing/ delete’ option, think about what the caddie had taught me all those years ago:

Give the ball a chance…



All it takes is one click.
© 2014 Ganador Management Solutions (Pty) Ltd PO Box 243 Kiama, NSW, 2533 Australia Tel: (+61)2-4237 7168