Well Done Hilton Vancouver!

Those of you who follow me on Facebook may recall that I complained a few weeks ago when the Hilton Vancouver Airport did not have wireless Internet access available in my sleeping room.

In what was a key moment of truth, the Hilton turned the bad situation into a great customer experience.

Upon returning to my room after teaching all day, the following note was slipped under my door:

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And, on my desk sat this:

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Well done!

Sage Summit 2012: Call for Videos

We want to feature you at Sage Summit! In a short video, up to 30 seconds, simply follow the instructions and lines we include below. Be creative! Accepted videos will be featured during the Sage City opening video at Sage Summit. It’s a great way to stand up and be recognized! Deadline to submit videos and photos is June 22, 2012.

You can even use your phone! At the opening of your video, state your full name and whether you are a business partner or customer. Then simply read one or more of the following lines to the camera, pausing between segments and completing the thought where indicated:

  • “A Sage business knows that the key to our success is in our hands.”
  • <Sage product name> helps me take my business from here in <your city name> to the next level so that I can <make or provide> the finest <your product/service>.”
  • “A Sage business knows how to <your favorite Sage benefit>.
  • “I have the key.”
  • “Altogether, we are the key to Sage City.”

Video success tips:

  • Don’t worry if you stray from the script; ad libbing is encouraged.
  • Stay close to the subject as you shoot. This will ensure you get the best quality audio.
  • Find a background that represents your business or city.
  • Use the new Sage product names. Refer to the product name grid.
  • Avoid clothes with patterns or light colors.

To submit your video clip, save your file with the following name structure – FirstName_LastName_Organization

Then, upload it as follows:

PC User:

  1. Highlight and copy the following line (including "explorer.exe"):
    explorer.exe ftp://SageSummit2012:SS2012$@dataexchange.crameronline.com
  2. Click the Start button, bottom left corner.
  3. Click on the Open field and Paste.
  4. Click the link on the top of the window.
  5. The FTP site will open. Click and drag the file(s) into the appropriate folder: Video.

Mac User:

  1. Click Go > Connect to computer.
  2. Enter ftp://dataexchange.crameronline.com
  3. User name: SageSummit2012
  4. Password: SS2012$
  5. The FTP site will open. Click and drag the file(s) into the appropriate folder: Video.

If you have any questions, please feel free to email Kimberly Dorony.

Needs Assessment vs Needs Analysis

One of the most common conversations I have with professions is regarding when should they begin to get paid for what they do as compared to what should be considered part of the sales process.

I usually begin my response by showing this video.

Great stuff!

I think the answer to the question of when should I start getting paid is another question, “When do you begin to provide value?” Let me give a very specific example.

Many professionals will provide a free needs analysis. OK, fair enough, but what if the prospective customer has not developed a complete list of needs. Should the professional give away an engagement in which they help a customer develop such a list? Isn’t that providing value? I believe it is.

So here is my new answer to this imponderable question: When you are confronted with a prospect who thinks that the needs analysis should be free (i.e., part of the sales process), I would say, “Fine, the analysis of your needs will be free, however, we charge a fee of $X to develop a needs assessment.”

Thoughts?