Jon Carson Consulting - June 2021

Jon Carson Consulting - June 2021

June 2021

WHAT DOES YOUR 2021 CUSTOMER HOSPITALITY PLAYBOOK LOOK LIKE?

I call it the “COVID Conundrum.” Should we visit our clients and prospects face to face or continue with virtual communication methods that started over a year ago with the pandemic lockdown? I’ll readily admit that it’s easier to meet with someone in cyberspace with a dress shirt on my top half and a pair of sweatpants on my bottom half, but I’m beginning to have some concerns. I’ve discovered that we may be losing our grasp of the importance of good, old-fashioned hospitality.

I typically keep a handful of $5 Starbucks gift cards with me when I travel. I’ve discovered that buying someone a cup of coffee can change their day or, in some unique cases, impact their life. People don’t often remember what you say. They do, however, remember how you make them feel. I challenge you this month not only to create a family barbecue event where you serve your team, but to also create opportunities where you can go out and serve your clients. We cannot use COVID-19 as a reason to lay low or stay away from our customers forever. My guess is that you, as the owner or top-end performer on your team, may already focus on serving your customer or client with hospitality. However, our teams may use the “COVID Conundrum” as a reason to avoid going out to serve again. Consider this a friendly reminder to have a Friday feast or get-together for all of your clients at some point this summer. Get it on your calendar today. Remember who pays your salary? Your clients . Most clients leave us because they think we don’t care or that we have forgotten about them. By the way, your competition is working hard to steal them from you. We often work harder on finding new clients than we do on keeping the ones we already have. Doesn’t it make far more sense to invest in our current client list and focus on what customer hospitality really looks like? Do you have a playbook or a plan for this, or do you just wing it? I usually wing it or think of it when it’s too late. My goal this summer is to be more intentional with people. You know, little things like returning a phone call, writing a card, or cooking dinner on the grill for a few valued guests. You didn’t hire me because I sent you a card or mailed out a photo to you. However, when I take the time to offer such acts of kindness, it’s a reminder to you of how much I care. This newsletter is also a way of keeping in touch with you. It could be my mom’s recipes or even this very article, but we are trying to find a way to let you know that we care. I would love to brainstorm with you (or even come over and cook for your team — but you will have to buy the steaks!) to work on how to better create an environment of customer hospitality in your business. Start today by calling your customers and letting them know that you appreciate them. Send a card or a cup of coffee. It’s time to bring back the family barbecue and remind yourself that hospitality might be the most important part of your business plan in the second half of 2021.

In the photo above from my May 2021 barbecue (note I am wearing a coat in June because we live in Idaho), I was reminded that we need to work on serving people more. Not because we must, but because we want to . I built a surf and turf menu for my family and it felt good to serve again. I’m not just talking about serving food but serving others. As business leaders, we all give to our communities with the goods and services that we provide, but what kind of things can we do to serve purely out of kindness?

I gotta go — the steaks are done!

-Dave Tester

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W hy do we remember our best and worst experiences and forget pretty much everything else in between? Why are we most comfortable when things are certain, but we feel so incredibly alive when we plunge into the unknown? These are the moments that stick with us — the moments that define us. They’re an organic part of the human experience, and they can’t be purposely created. Or can they? In “The Power of Moments: Why Certain Experiences Have Extraordinary Impact,” brothers Chip and Dan Heath seek to answer these questions and ultimately discern why specific moments can define us. They also explore whether those moments can be purposely created. According to the Heath brothers’ research, positive moments share four characteristics: elevation, insight, pride, and connection. When you look for situations in which you can foster those characteristics, you can create moments that you and the people around you will remember for years to come. “The Power of Moments” is great for anyone looking to leave a lasting impact on their employees or work team. Rather than have your next meeting be about unity — and leave your team grumbling about how that information could have been sent in an email — create a meeting that has, in the words of the Heath brothers, “drama, meaning, and connection.” You can’t bring your team together for a defining moment by just talking about unity; they have to experience it. While the characteristics the Heath brothers describe may seem a little vague at times, rest assured that “The Power of Moments” will give you a fantastic playbook for creating moments that define your team and stick with them. Check it out today!

CAN ‘DEFINING MOMENTS’ BE CREATED? ACCORDING TO ‘THE POWER OF MOMENTS’ BY THE HEATH BROTHERS, YES!

TESTER-

MONIALS Are you ready to better yourself and your business? Have Dave secret-shop your front desk today! Call 208-707-9807 or visit GoDaveTester.com for more details.

“The first time I went back to the Tester training file, my first call closed. I highly recommend Dave’s tools for anyone selling on the phone or in person.”

–Brandon Buck Account Manager and Marketing Coordinator Newsletter Pro

Check out Dave’s new book, “Fearless Communication: How to Energize Your Team for Success on the Phone”

“I no longer sound like a robot on the phone. I can relate to the prospect and they feel valued and respected. Dave’s systems of teaching ‘pattern interrupt,’ DISC personality training and bonding, and rapport is a game-changer. I’ve gone from a sales guy to a trusted advisor who can close appointments.”

–Chris Castro Lead Appointment Generator Right Now Heating and Air Conditioning

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LIMIT THE TIME YOU SPEND ON SOCIAL MEDIA.

If something unexpected does happen, instead of immediately considering all the possible negative outcomes, think of the potential positive outcomes instead. Remember that just because the steps to achieve your goal might shift, it doesn’t mean your goal has to change. SCHEDULE TIME TO DO THINGS YOU FIND RESTFUL. We have a pretty good idea of how to improve our physical health in various situations: If we’re cold, we throw on an extra layer. If we want to lose a few pounds, we exercise and eat some vegetables. However, when it comes to improving our mental health, we might be at a loss. According to the Harvard Business Review, the best way to rest your mind is to force it to work on a singular task, such as a puzzle, craft, or exercise routine. So long as you find the activity restful and it takes your mind off work, you should set aside time to do it for the sake of your mental health.

The world is a chaotic place — it always has been. The only difference is that now, we have the means to see everything happening on our planet through our computers and smartphones. It’s good to stay informed, but when we let the media noise dictate how we feel on any given day, it might be time to curtail social media exposure. The world will continue to turn, even when we’re not looking. The above tips are by no means prescriptive. You can take parts of one or a couple of them and leave the rest. The point of sharing these tips, however, is to encourage you to do

something . As an entrepreneur, you can’t afford to ignore your mental health and hope everything is okay. So, take some of this information and use it to build success in your business and your life.

Frosted Sugar Cookies

Take a

BREAK

Sugar Cookie Ingredients

Frosting Ingredients

•

1 cup unsalted butter (room temperature)

•

3 cups powdered sugar, sifted

• • • • • •

1 cup sugar 1 large egg

• • • •

3–4 tbsp milk

2 tbsp light corn syrup 1/2 tsp vanilla extract

1 1/2 tsp vanilla extract 2 1/2 cups all-purpose flour

Gel food coloring (optional)

3/4 tsp baking powder

3/4 tsp salt

Cookie Directions

1. Combine butter and sugar in a large bowl and beat until creamy. 2. Add egg and vanilla extract, then beat until completely combined. In a separate, medium-size bowl, whisk together flour, baking powder, and salt. Gradually add the dry ingredients into the wet mixture until combined completely. 3. Divide dough into two equal sections, cover dough with plastic wrap and mold into disks, and refrigerate for 2–3 hours. 4. After chilled, preheat oven to 350 F and line baking sheet with parchment paper. 5. Place one chilled cookie disk on a floured surface, lightly flour the dough, roll out to desired thickness, and cut into shapes. 6. Bake on 350 F for 9–10 minutes or until edges just begin to turn lightly golden brown. Repeat step 5 with second disk. 7. Allow cookies to cool completely on cookie sheet before frosting.

Corner Post MINISTRY

If you would like to listen to Dave’s spiritual podcast, visit CornerPostMinistry.com.

“The commandments of the Lord are right, bringing joy to the heart. The commands of the Lord are clear, giving insight into living.” – Psalm 19:8

Frosting Directions

1. Mix all ingredients together until well blended. Once everything is a good consistency, spread across the sugar cookies.

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6700 N. Linder Rd., Ste. 156 #297 Meridian, ID 83646 208-707-9807 GoDaveTester.com

What Does Your 2021 Customer Hospitality Playbook Look L ike?

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Understanding ‘The Power of Moments’

Tester-monials

Frosted Sugar Cookies

How You Can Improve Your Mental Health as an Entrepreneur

IF YOU WANT A HEALTHY BUSINESS Nurture a Healthy Mind

Entrepreneurs drive the economy forward with innovative solutions to big problems in business. How different businesses have weathered the pandemic this past year is proof of that. However, while entrepreneurs generate success for their businesses, one aspect of that role isn’t discussed enough: their mental health. According to Dr. Michael Freeman, a psychiatrist who studies how entrepreneurship affects the brain, entrepreneurs are more susceptible to a number of mental health conditions than non-entrepreneurs. They’re 30% more likely to suffer from depression, 29% more likely to live with a hyperactivity disorder, and 11% more likely to fall on the bipolar spectrum. The confidence of your customers and workforce depends, at least in part, on your mental health, which is why every entrepreneur should consider seeing a mental health professional. However, abiding by a few basic principles can also help you nurture a healthy mental state. PIVOT WELL AND STAY POSITIVE. The unexpected will happen. Ironically, that’s all you can expect as an entrepreneur. So, when you put together plans to grow your business, make contingency plans as well. Just because you have those back-up plans does not mean the worst will happen.

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