Out of the mouth of babes…

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Milan Fenell

(pictured above is my 5 yr old Milan with my husband)

Yesterday my five year old comes to me with two pieces of paper. She’s smiling from ear to ear as she prepares to show me her art work. One sheet had an outline of her little hand and the other her foot. She told me that she had made them for daddy because she didn’t want him to forget how important his work was. She said he could look at her drawings and be reminded that there are hurting people that need him. WOW! I was blown away at the depth of her understanding for his business.

My husband is a retired chiropractor. He is one of the very few chiropractors that specializes in hand and foot adjusting. Many of our patients would travel from other parts of the U.S. just to get care from him. Since retirement my husband has been teaching other doctors hand and foot adjusting techniques to help what would normally be impossible cases. From carpal tunnel syndrome to flat feet, he has a very high success rate treating without the use of drugs or surgery. After a near fatal car accident, my husband was rehabilitated through the healing art of chiropractic and because of this he has developed a passion in his heart to get as many people well with it too.

Does that sound familiar? Is your business or legacy a testimony to a system, method, technique or process that brought you great success and now you are on a mission to help as many people as you can experience the success you did? The answer is probably a resounding YES! Just like my young daughter understood the impact her daddy’s business had on others…you should be mindful of how your efforts impact the world. Your work is worth the price. You may not have a sweet drawing of a hand or foot to remind you of that, but the people that you help transform is. There is an immediate need for whatever it is you have to offer and you need to get it out there in a BIG way.

Here are 3 simple ways to increase your capacity to serve others.

1.        Raise your prices.

I used to sell vacuum cleaners door to door. When I first started the business, the vacuum sold for $997. A couple of years later the vacuum began to increase in price. I made a bigger commission with every sale but every time the price increased so did my anxiety about asking for the money. When I got out of the business (6 years later) they sold for $1700. You might think “who would buy a vacuum for $1700?” The answer is…a lot of people! As a matter of fact, sales increased every time the price did. Don’t be afraid to increase your prices. You will probably sell more of your services and help more people.

 

2.       Sell packages with a time of service discount.

A great way to expand your business is to combine your products and services into a package that benefits your clients more than if they just bought ala carte. Give them a better deal if they pay for everything upfront. I think 10-20 percent is a fair discount. Studies show that if you pitch your recommendation (number of visits, calls, treatments, consults, products they need) and collect for it all upfront, the client will be more compliant and get better results.

3.       Hire help.

This is probably the most important tip. I realized early on that by duplicating myself or adding people to free up more of my time…my business grew exponentially. After I opened my vacuum shop I knew that if I could train more people to sell like I could I would quickly double, triple and quadruple my income. I hired 35 independent contractors and we sold more vacuums than any other distributorship in the world not once, twice but eight times. I could have never done this alone and not have helped as many folks. It pays to hire.

For more information about how to hire to grow your biz visit www.dreamteamhire.com

©2012 Kiyla Fenell WANT TO USE THIS IN YOUR EZINE OR WEBSITE? You can, as long as you use this blurb with it: Over the past 22 years Kiyla Fenell has hired and inspired hundreds of her employees in 7 different industries for her million dollar companies.  Kiyla’s teams have been awarded national and international recognition for breaking records. She credits her ability to build award-winning, record-breaking teams to her unique and fool-proof way of hiring. You can find the exact tools and words Kiyla uses to hire highly functioning and motivated staff quickly with The Ultimate Staffing Success System. Learn more at www.dreamteamhire.com.

 

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The Most Valuable Lesson I’ve Learned. Thanks Baby!

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Just barely over a month old and my bundle of love is already teaching mama some of life's most valuable lessons. Thanks baby!

Since giving birth six weeks ago, I’ve adapted from one child to two, learned to juggle homeschool, consulting clients, nursing, sleep, marketing, creating, friends, writing, time with the hubs, prayer….

During one of my sleep deprived moments while nursing my newborn, I imagined ways I could optimize every minute of my day in order to bring more love to her, my family and add revenues to my bottom line.

So I came up with a laundry list of projects that could be delegated to cultivate wealth in ALL areas of my life. Thinking about the list I immediately thought of the ideal person I would need to bring onto my team to help me manifest my ideals. This person is loyal, honest, supportive, hard-working, driven and extremely detail-oriented.

I spoke to Bobby (my sweetie for the last 15 years) about my plan and he agreed with everything including the person I wanted to bring on. I was CRYSTAL clear about what I sought after. I could imagine it, feel it and describe it. I KNEW that by adding this person to my team I could serve my higher purpose as a mother, wife, and entrepreneur in a more powerful way.

The next morning (8 hours later) my husband received a text. It was from THE person I was thinking about the night before. This person was in a time of need and requested help. My husband helped and told me about it later. I jumped out of my seat and I told him to call back and mention the position. This person was delighted and even mentioned a trade out for what we had already provided. So essentially I received what I wanted for FREE. I was so excited, but most importantly I learned a valuable lesson(s).

Here are the lessons I’ve learned since yesterday. 

·         Being CRYSTAL clear about who, what, why and where speeds up manifestation of the dream.              

·         Just because you CAN afford to bring something to fruition doesn’t mean we force things and MAKE them happen.                      

·         God gives us the desires of our heart before we even ask. (MOST IMPORTANT LESSON)   

 

Having a full life and business doesn’t mean you have to be burdened and  busy doing stuff. Delegate the stuff and LIVE the rest. For more information about how to hire a superstar in 72 hours visit www.dreamteamhire.com.                                                                                                           

 

 

 

©2012 Kiyla Fenell WANT TO USE THIS IN YOUR EZINE OR WEBSITE? You can, as long as you use this blurb with it: Over the past 22 years Kiyla Fenell has hired and inspired hundreds of her employees in 7 different industries for her million dollar companies.  Kiyla’s teams have been awarded national and international recognition for breaking records. She credits her ability to build award-winning, record-breaking teams to her unique and fool-proof way of hiring. You can find the exact tools and words Kiyla uses to hire highly functioning and motivated staff quickly with The Ultimate Staffing Success System. Learn more at www.dreamteamhire.com.

 

 

 

 

 

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3 Keys to Build a Successful Team

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Hired

3 Keys to Build a Successful Team

Thinking back over the past 18 years…I think THE most challenging aspect of owning a business for me personally was finding good staff.  The team can make your business experience a complete dream or they can make your life sheer hell.  I’ve experienced both sides of the coin. 

I thought many times to myself, if I didn’t have to deal with workers then running a business would be easy.  I struggled with high turnover, employee takeovers, disappointments, hurt, betrayal, and early on in my career we employed someone that was one of America’s Most Wanted and he skipped town with everything in our safe!  So essentially I developed a straightforward system to ease my own staffing troubles. 

You are learning from someone that has been there, done that and knows your pain.  I have talked to hundreds maybe even thousands of other entrepreneurs that express to me the same problems over and over again. They agreed on 3 major pain points…

  1. Where do I FIND good staff?
  2. How can I ATTRACT great people?
  3. What are the secrets to KEEP them once their hired?
I had the honor of recently attending a training event and learned from the legendary Lee Cockrell, the executive VP of operations for Walt Disney Worlds. He’s the visionary responsible for delivering the “magic” to Disney World leading an army of 40,000 strong over 4 major parks.
Here are the 3 things he did…
1.    He made sure he brought the right people into the organization.
Lee used systems to properly select the personality to fit the position. If he was hiring someone to wear a Mickey Mouse suit, he made sure that the person was outgoing and a performer.  Before the potential hire got to fill out an application, he/she had to watch a video about Disney. He raised the expectations BEFORE he hired. Twenty-five percent of the candidates walked out after viewing the video and didn’t fill out the application.
2.    Train your people. Test your people.
Provide your team with the education necessary to do the job. After you train them, test them. If they do not test high, let them go.
3.   Be a good role model.
Send the right message for everybody to mirror. Culture is everything. How do you interact with your family? Treat others the way you want to be treated. Be careful what you say and do. Everyone is watching you and judging you. There are only 2 things you can do every day when you walk into your business…you can make it better or you can make it worse. Provide your team with what Lee calls the “free fuel”. Give them A.R.E. appreciation, recognition and encouragement.
 
Now is a great time to upgrade your people. There are superstars in the hiring pool that have lost their positions due to the economy. To find, attract, hire and KEEP these high qualified people, order The Ultimate Staffing Success System today.

©2012 Kiyla Fenell WANT TO USE THIS IN YOUR EZINE OR WEBSITE? You can, as long as you use this blurb with it: Over the past 22 years Kiyla Fenell has hired and inspired hundreds of her employees in 7 different industries for her million dollar companies.  Kiyla’s teams have been awarded national and international recognition for breaking records. She credits her ability to build award-winning, record-breaking teams to her unique and fool-proof way of hiring. You can find the exact tools and words Kiyla uses to hire highly functioning and motivated staff quickly with The Ultimate Staffing Success System. Learn more at www.dreamteamhire.com.

 

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Emergency C-Section, Miracle Baby and Letting Go…

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As some of you already know, I gave birth via emergency c-section last Saturday to a beautiful baby girl. Her name is Berlin Brillare Amore Fenell (her middle name means light & love). She was a healthy 8.1 pounds and 21 inches long born March 3rd at 6:49pm. We have officially become “Fenell Family of Four”!

On Saturday morning (3 days after my due date) around 6am my husband rolled over and put his hand on my belly like he did every morning. The baby usually moved upon feeling his touch and that morning she didn’t. He talked to her, pushed on her body parts and gently shook my belly to get a response. Nothing happened. I knew something wasn’t right. I called my midwife and she told me to go to the hospital to get a non-stress test. Upon arriving at the hospital, the nurse (which happened to be my sister’s friend from high school) hooked me up to a monitor. I knew by the look on her face that something was wrong.

She told me that she didn’t like the way the baby looked on the screen. She shared with me a graph of a “normal” baby from the patient before me and there was a drastic difference compared to my baby’s chart. Since she knew my family she was candid with me about what she thought was going on and tried to console me, but I panicked. Due to the almost non-existent movement and heart rate acceleration, she suspected that there was a meconium concern. She called the back-up OB (my OB was out of town running a marathon in a tutu and leotards…that’s another story) to meet with me and told me I was going to have a baby that day.

The doctor wanted to induce me immediately. She administered a Foley catheter and pitocin. Since I didn’t bring a hospital bag my husband rushed home to pack my things, baby’s things and his things (luckily I left a hospital bag list on the bathroom counter). After a couple of hours, the nurse told me that the baby was in a lot of distress every time I had a contraction. Baby B wasn’t handling labor and she was getting worse as time progressed. The doctor came in and told me they had to take the baby that moment to ensure her safety. I cried. This was not the way I planned to bring my baby into the world. I had never had surgery much less stayed in a hospital. I wasn’t use to being hooked up to wires, IVs and being monitored every way possible. I knew this wasn’t a gentle way to birth my baby and I immediately began to grieve not getting to birth on my terms.

 I met with the anesthesiologist and told him I was terribly claustrophobic. I requested no mask over my face, my hands not to be tied down and the curtain be moved back to give me room to breathe. He was very accommodating and respected my wishes. I also instructed the nurses NOT to administer any vaccinations, medications or topicals to my newborn. Even though baby and I were not going through the natural birthing process I wanted to make it as least invasive as possible (sounds like an oxymoron I know).  

My husband was freaking out a bit…I could see it in his eyes. He tried to be the hero but every time they brought up the fact that the baby was looking worse I knew his heart was sinking. He also knew this was not what I wanted and tried to keep me at peace with the hurriedness going on around me. They wheeled me into the surgery room. It was cold, intense and scary…not a place I pictured I would be welcoming my baby into the world. I was given the meds to numb my lower body, laid on the table and the medical team proceeded to get my “distressed” baby out.

You know in the movies where the expectant mother hears the baby cry and the doctor raises the baby above the curtain to show mom and dad? Well there was no cry and we didn’t see our baby. I was in a panic. What was going on? I kept asking the doctor how she was and the doctor remained calm but didn’t answer me. I grabbed the anesthesiologist (remember I had free hands!) and demanded he tell me what was going on…he didn’t answer me. I told my husband to go be with our baby and he looked at me and said they took her to another room and they won’t let me back there. I was freaking out! Eventually I did hear the cries of my sweet baby. My husband brought her to me swaddled in a blanket. I held her and gave her a million kisses. The team finished my surgery and wheeled me back to the recovery room where I nursed Berlin for the first time. Tears of joy!

The next day the pediatrician came and the first thing he said was, “so here is the miracle baby”! The OBs and nurses also called her a miracle. He said they had to resuscitate her a couple of times due to the meconium. The nurse that brought her “back to life” told us that baby had coded and was lifeless as the OB pulled her from my body. Nurse Jennifer said that if I had waited another day, we would have been holding a funeral and not a baby. She said baby was a 1 out of 10 Apgar score, but within minutes was an 8 out of 10…thank you God!!!

I started receiving calls and texts from friends (not knowing I had gone to the hospital) asking if I was alright because they had a feeling they needed to pray for me. Many of them said they felt the need to pray around the time I was being wheeled into surgery. A friend from Dallas said that she felt a strong urge to pray and called two big groups to pray also…she said there were literally thousands of people praying around the world at that time for me and baby. My friend’s husband was supposed to be in a meeting and felt so strongly to stay in the car to pray for my family. He prayed that God would be with baby and that He would provide the best team available to care for us. Well wouldn’t you know it…the two nurses that worked on baby were highly trained NICU nurses from another hospital. The chances of that happening! My friend and I compared times and he prayed the time they induced me.

As the days went on we began to hear the stories and reports about how Berlin Brillare Amore Fenell was truly the miracle baby. Now twelve days later, she shows no signs of having a “traumatic birth”. She is a thriving, healthy, beautiful and mild mannered newborn.

You may wonder what my story has to do with staffing and running a successful business. It has everything to do with trust and letting go. Know that you are not alone. When you are feeling overwhelmed, your back against the wall and don’t know which way to turn next in your biz…there is a higher power watching over you and your daily affairs. Ask what you need of in your business, for your team and your success. He cares. He provides.

©2012 Kiyla Fenell WANT TO USE THIS IN YOUR EZINE OR WEBSITE? You can, as long as you use this blurb with it: Over the past 22 years Kiyla Fenell has hired and inspired hundreds of her employees in 7 different industries for her million dollar companies.  Kiyla’s teams have been awarded national and international recognition for breaking records. She credits her ability to build award-winning, record-breaking teams to her unique and fool-proof way of hiring. You can find the exact tools and words Kiyla uses to hire highly functioning and motivated staff quickly with The Ultimate Staffing Success System. Learn more at www.dreamteamhire.com.

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How Your Staff Can Fill Your Appointment Book Fast With Paying Clients!!

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Wouldn’t you like to click through the weeks and months of your calendar to find it booked FULL of paying customers? I learned this technique 15 years ago and since then I have enjoyed having a full schedule in all of my businesses. This system works great in any service industry. It doesn't matter if you're a hairdresser, massage therapist, physician or a coach. The best part is you can delegate this simple tool to any staff member.. I would love to share with you my #1 secret of how I teach my staff to fill my appointment book quickly  with little effort.

I call it my Advanced Multiple Schedule System. This system is used with all of my clients for scheduling services, treatments or sessions I have recommended for them based off of their needs.

In the first session I typically assess their situation, ask questions and get to know their business. The second visit/call I make my recommendations based off of my findings from the first session. I make a recommendation for services/calls/meetings/products needed for them to reach their desired goals.

I may recommend a year of consulting which may include a one hour monthly phone call. In my Advanced Multiple Scheduling System I will schedule every call for the year on the same day & time of every month. For example a client will know they have a meeting with me every first Wednesday of the month at 11am. I use the AMS system for all recommendations including but not limited to in-person meetings, phone calls, emails, products and any services rendered into the plan so there are no surprises and your client will be confident in knowing what, when, why  & how your business rolls.

How to Advance Multiple Schedule

Once you have made the recommendations to your client, your staff needs to give dates and times that you are available to render the service. Your staff will get the preferred day/time from your client and schedule them at the frequency you recommend.

Staff must enter every appointment into your online/computer scheduler. They must also send/email a copy to your client. Give the client instructions to put every session in their calendar and in their phone so they will know when their appointments are scheduled.

Staff Script for Advanced Multiple Scheduling

“Mary, Kiyla has recommended that you have a session with her every other week.  What we do to make this easier for you is tentatively schedule all of your appointments at the same time.  Kiyla consults with her clients every other Tuesday & Wednesday. What day works better for you? Morning or afternoon?  Early or late afternoon?  2:00 or 4:00?  Great!”

 Advantages of Advanced Multiple Scheduling

1.       Protects staff phone time for scheduling new clients instead of trying to book your existing clients every week or month. This makes staff scheduling duties flow much smoother.  Clients do not have to email, call or stop by to schedule their next session, treatment or consultation. They already know when their next appointment is.

2.       Advanced Multiple Scheduling will allow you to confidently know how “full” your business is and how much more you can take on.

3.       Your schedule will be booked weeks, months and even a year in advance. (It’s a beautiful thing…I promise!)

4.       The client is more compliant because they realize from the onset the amount of time it will take to correct their problem or get the results.  It allows for them to schedule other activities around their sessions, such as hair appointments, vet visits, etc

5.       You can batch appointments and eliminate wasted time in your schedule. I book my clients back to back on consulting days. I’ve consulted by phone with many as 16 individual clients and am done by the afternoon!

For best results, make sure you call or email a reminder to clients the day before every service rendered. They will be more compliant and appreciate the reminder.

Teach your staff how to advance multiple schedule and watch your 2012 appointment book fill up FAST with paying clients!!

 

©2012 Kiyla Fenell WANT TO USE THIS IN YOUR EZINE OR WEBSITE? You can, as long as you use this blurb with it: Over the past 22 years Kiyla Fenell has hired and inspired hundreds of her employees in 7 different industries for her million dollar companies.  Kiyla’s teams have been awarded national and international recognition for breaking records. She credits her ability to build award-winning, record-breaking teams to her unique and fool-proof way of hiring. You can find the exact tools and words Kiyla uses to hire highly functioning and motivated staff quickly with The Ultimate Staffing Success System. Learn more at www.dreamteamhire.com.

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9 TIPS TO HELP YOU SURVIVE A STAFFING CRISIS

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Staffing crisis.  Any business owner that has been in business for any length of time will go through it.  If you haven’t, just wait awhile…

Susie calls and tells you she has decided to take a better paying job with another company.  Jack develops a side business and you have to let him go for sharing company trade secrets with a competitor.  Holly promises she will return after her maternity leave but decides to be a stay at home mom.

These are all scenarios that 22 years of entrepreneurship has brought to my table.  Life happens.  The great news for business owners is that just because life happens to our staff, business as usual doesn’t have to stop

What is the best way to handle the crisis of sudden loss in team support?  Answer:  Prepare for it! 

Crisis can include the following:

1.        A team member suddenly quits.

2.       A team member falls ill.

3.       A team member must be terminated immediately.

4.       A big opportunity arises but you lack the support staff.

5.       Rapid growth in your company. (this is a good crisis)

6.       A team member takes maternity leave.

7.       Any circumstance that creates a gap in your support chain.

Here are several proven solutions to “fill in the gap” during these times of crisis:

1.        Cross-train staff in all positions.

2.       Have an operational manual for every position.  This will provide a guide to anyone filling in.

3.       Have a relationship with a temporary agency BEFORE you need them.

4.       Keep a list of A-players working for other companies you have met in public on speed dial.

5.       Contact colleagues for top quality prospects that have applied with their company.

6.       Contact colleagues for top quality referrals that have done work for their company.

7.       Contact colleagues for a possible short-term staff they could “share” with you.

8.       Use virtual phone answering services to help lessen the load during transition.

9.       Use The Ultimate Staffing Success System to hire a superstar in 72 hours or less.

These tips I have used to handle a sudden loss in support team.  You will find by using these helpful guides, your business will continue to run smoothly and efficiently even during times of "crisis".

©2011 Kiyla Fenell

 

 

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Recognition & Awards

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Recognition & Awards

I don’t know about you but I have kept almost every award I’ve ever earned stashed away somewhere in a scrapbook box. I think it starts at a young age when our mothers would collect everything from our first report card with straight A’s to our 1st place ribbon from field day.

Adults love to be recognized and appreciated.  Spend a couple of dollars to make a plaque or a nice recognition certificate (you can make these on the computer for free!) to present to your staff at the next staff meeting.  Recognition goes a long way.

Here are achievements I gave recognition and awards for…

1.  Surpassing business goals and breaking records

2.  Out of the ordinary customer service

3.  Perfect attendance

4.  Leader in sales

5.  Milestone years with the company (5 year, 10 year, 20 year etc)

6.  Perfect score in a secret shopper report 

Be creative.  Have fun.  Give recognition.

©2011 Kiyla Fenell

 

 

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Strategic Planning Sessions

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Strategic Planning Sessions

A very key element to involve my team in the expansion of my vision and mission was by hosting a strategic planning session.  A strategic planning session is a daylong staff meeting held off-site, at a fun location once every six to twelve months. 

Once I drove my staff 45 minutes out of town to a 7-story water slide and we had our meeting in a cabin down the road.  We brought our favorite snacks and wore shorts with our bathing suits underneath.  After a couple of hours strategizing in the morning we went down the water slide and rode go-carts.  For the afternoon we returned to the cabin and strategized some more.   We had great fun!

Here is a sample of things we discussed:

     1.        12 Month Marketing Calendar

     2.       Goals/Statistics

     3.       Office Policies & Job Descriptions

     4.       Operation Manuals & Compliance Handbooks

 By the time our meeting was over everyone knew the role they had to play in taking my company to the next level.

©2011 Kiyla Fenell

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PROTECT YOUR FOCUS WITH TEAM

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PROTECT YOUR FOCUS WITH TEAM

Is your focus constantly being interrupted by unscheduled meetings, phone calls, staff questions, customer, family and friend requests?  Assign employee gatekeepers. 

Employee gatekeepers are watchmen that protect all of the “doors” that lead to you.  In other words, staff guards your focus by watching over the phone, mail, email and people that could potentially interrupt your production time.

 

4 Quick Focus Tips:

   1.        Plan for uninterrupted time in your schedule.

    2.       Everyone (team/family) should be aware of and respect your FOCUS time.

    3.       Redirect calls and designate staff as watchmen over any potential area that an interruption could happen.

    4.       Honor your own FOCUS time by removing all other distractions from your work area (TV, internet (if applicable), cell phone, electronics and clutter.

 

©2011 Kiyla Fenell

 

 

 

 

 

 

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No-Cost Tool To Create A Superstar Staff

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(Pictured above is Kiyla training staff on a new script)

No-Cost Tool To Create A Superstar Staff

Scripts are powerful no-cost tools to transform staff from being mediocre to GREAT.  Scripts help your staff with the confidence they need to properly address clients, vendors, potential and existing customers.  Scripts provide a safe net for any company by training staff to say just the right words for any situation they may encounter.  Your team will not forget to say something important and they will not add anything that should not be said. 

Here are a 4 tips for using scripts.

  1.       Scripts should be tested.

       I tested every script before I trained my team on it.  I learned quickly what worked and what didn’t work.  This gave me the opportunity to respond to objections by my clients and I was able to write powerful explanations to turn those objections into yeses.

 

  2.       Scripts should be easy. 

   Remove any industry jargon or vocabulary that is difficult to pronounce or understand.

 

   3.       Scripts should be clearly posted for your staff to see.

    For example:  Phone operators should post the script at their phone stations.  Sales staff should have a flip chart or an easy visual with bullet points to use as a script during the sales process.

 

  4.        Scripts should be rehearsed and role-played. 

  Every time a new script was introduced my team would rehearse and role-play with one another until they felt comfortable with it.

 

My last business I had at least 108 scripts that my team used to build a million dollar company in two years.  Scripts work.

©2011 Kiyla Fenell

 

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