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>Give customer's a list of benefits (if applicable - >instructions on how to use features *AND* benefits of >using those features). This is more than many owner's >manuals have. >In many cases, while customers are considering what to >buy (whether or not to buy), sales people will explain >how to use a product or get the most out of a service. >This is what Ken Blanchard calls Directive Behavior. >The customer wants direction. >But you & your customers get derailed if you go from >Directive Behavior to Delegating. In this case, >Delegating means leaving them on their own with the >product or service results. >Blanchard uses the metaphors of railroads in training >& Buyer's Remorse. Blanchard says Enthusiastic >Beginners will "fail with vigor & go where angels fear >to tread. Why? Because they don't know what they're >doing!" >After your customers have failed with vigor, they >become Disillusioned Learners. It happens because >reality is almost always different from their >expectations. This is the stage of Buyer's Remorse. >With some more of your effort & guidance, your >customers will become Capable, but Cautious, >Performers. Then they may still want a refund, but >they're considering learning more about what they >bought from you. While you guide them & they gain >experience & confidence, they'll become Self-Reliant >Achievers. >Your customers will get to that stage when you take >them there through the right steps. >Coaching is a combination of high directive & high >supportive behavior. Leaders explain the directions, >solicit suggestions, praise approximately right >behavior, but continue to direct task accomplishment. >Supporting is a combination of high supportive & low >directive behavior. Leaders & associates/customers >make decisions together. The Leader's role is to >facilitate, listen, draw associates/customers out, >encourage & support. >Then Delegating brings you & them to their indepedence. >Ken Blanchard uses a sales term as a training >metaphor. I just used training as a sales metaphor. >Here's the URL for a deeper explanation: >http://www.trainingabc.com/blanchard/leadership_and_the >_one.pdf >You can use this to understand how you & your staff >feel as you progress through a process. So, if you're >confused, check where you are on the continuum in >Blanchard's manual, then you can ask for what you need >to advance to the next step. Please also remember, I'm >not just delegating here, this forum is for direction, >coaching & support. But it's up to you to ask. > >Dennis S. Vogel >Marketing helps people understand you & helps you >understand people. Invest time to learn advanced >marketing so you & your customers will reach advanced >understanding.. >What you need is here: >http://www.thrivingbusiness.homestead.com/ >http://www.voy.com/31049/

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