d-mars.com Business Journal 19

June 2008

Inspire, Inform & Educate

19th Edition

GETTING A DEAL &

Jim Brown & MR. D-MARS

Dr. Myles Munroe ITWLA Founder

First Lady Sonya & Pastor Timothy Sloan St. Luke Missionary Baptist Church

Terry Redding & Charles Cannon Advantage BMW-Midtown

Jarrett & Rhonda Scales Triple J’s Smokehouse

Dr. Robert A. Batteaux Icon Dental Center

JUNE 2008

www.

®

2

Publisher’s Message

Keith J. Davis, Sr. SR. PUBLISHER Keith J. Davis, Sr. JR. PUBLISHER Keith J. Davis, Jr. EDITING CONSULTANT ReShonda Tate-Billingsley VICE PRESIDENT Mr. Davis OPERATIONS DIRECTOR Ana Romero ACCOUNTING MANAGER Eugenie Doualla ADMINISTRATIVE ASSISTANT Jennifer Cobb MARKETING CONSULTANTS DIRECTOR Nate Allen MARKETING CONSULTANTS Bernard Johnson Chrystal Lacy Sara Joyner Larry Isles Gladys Williams CT Foster MULTIMEDIA DIRECTORS Albert Reff Andrea Hennekes LAYOUT & GRAPHIC DESIGNERS Ghuzzala Malik (Faith) Juan Larios DISTRIBUTION Booker T. Davis, Jr. Fred Davis, Jr. Rockie Hayden PHOTOGRAPHY Albert Reff CONTRIBUTING WRITERS ReShonda Tate-Billingsley Jesse Muhammad Dr. Wendy Carla Lane Darryl V. Samuels Chenell Ozenne Dr. D. L. Jones Pat Tucker Christina Robinson-Grochett

JUNE 2008

As president and CEO of D-Mars.com, I deal with customers on a daily basis.

And sometimes, those customers aren’t pleased about something, (a design didn’t go as planned, they signed off on an incorrect proof, etc). I make it my goal to have that happen as infrequently as possible, but truthfully, it still happens from time to time. But I’m a firm believer that a happy customer is a returning customer. That’s why I tell my staff that we’re in the business of making customers happy.

Most successful companies know that keeping customers happy is the key to running a successful business. That’s why we’ve devoted this issue to customer service and how you can use it to get a deal and keep a deal. A lot of people have failed to make the distinction between getting the deal and keeping a deal. It’s imperative that what you did to get that customer, you have to do to keep him/her.

In this issue, we have provided articles and tips to help you not only close that deal you’ve been working on, but hopefully, help you nourish and develop new ones. And we’ll also show you how to court your customers to keep them coming back.

I learned some new things myself in reading this edition. It’s all about improving customer service and I was amazed at the stories in this issue and how they are sure to help you do just that. This issue is one you need to pass around to every business owner/manager/employee who works with customers. The tips in here are invaluable.

Of course, as always, I have to ask that you support the advertisers in this edition of the D-Mars Business Journal. It’s because of them that we’re able to continue bringing you such wonderful information.

CONTENTS Getting a Deal & Keeping a Deal……..………....…..............................4-5 The Right People for the Right Job…………………...………...............6 Icon Dental Center...……............................................................…......11 Increase your Loyal Customers to Increase your Sales!.......…....…..12 Getting Money to Start your Business.................................................14 Customer Service That Will Keep Them Coming Back!…...…..…......15 Advantage BMW-Midtown...................................................................21 Negotiating? Read the Signs to Close the Deal!……................…......22 Unity Bank Announces New President!...............................................23 Big Brothers Big Sisters..………......................................................….26 Dr. Myles Munroe Shares Wisdom with Houston Leaders……...........31 How to Network Your Way into a New Career.…………………..….....33 Triple J’s Smokehouse Barbecue & Catering......................................34

MR. D-MARS

D-MARS Business Journal

Tip of the Month

9898 Bissonnet, Suite 570 Houston, Texas 77036 713-272-9511 . Phone 713-272-6364 . Fax 1-800-453-8752 . Toll Free www.d-mars.com

A happy customer will tell one or two people; an unhappy one will tell 10!

www.

®

3

By Jesse Muhammad Contributing Writer As he enters the offices of D-Mars.com, his presence still commands attention just as it did on the football field decades ago when he ran touchdowns for the Cleveland Browns. He greets the entire staff with a warm smile and firm handshake.

For nine seasons, this man did it better than any player before him. He was more than just a one-of-a-kind running back. He caught passes, returned kickoffs, and even threw three touchdown passes. His 12,312 rushing yards and 15,459 combined net yards put him in a then-class by himself. He was a unanimous first-team All-NFL pick eight times, 1957 through 1961, 1963-1965.

He played in nine Pro Bowls in nine years and was the game’s outstanding back three times. As a surprise to all of his fans, he retired at the age of 30, leaving thoughts of what could have been had he continued to punish defenses on the gridiron.

That man is NFL Hall of Famer, movie star, entrepreneur and community activist Jim Brown and today he touts that his greatest statistics have now become his ability to decrease violence in some of the most crime-ridden cities in the United States of America. This and other reasons is why he is in Houston to partner with Texas Southern University in hopes of helping students meet the school’s new admissions requirements.

A man of his stature and experience also has a rich knowledge of how to get a deal and keep it. The name of the program he is bringing to TSU is Amer-

I-Can, which was started 20 years ago as a result of the epidemic of violence that was consuming the streets of Los Angeles. Since that time, more than 500,000 youth have completed the program and those who experience it has seen on average a 60 percent decrease in disciplinary students, a 38 percent decrease in absences and a 35 percent increase in their grade point average.

“In the name ‘Amer-I-Can’, we emphasize the ‘I-Can’ part because we want young people to get up and do something,”

said Brown. “I had to start this program because it seemed like society did not seem to care.”

He has been able to secure contracts for his program in 16 states throughout the country and across seas in the United Kingdom, Belize and South Africa.

But the key is that he has been able to keep these deals. He sat down with CEO Keith J. Davis Sr. to crack open his ‘playbooks’ in the art of the deal.

“Getting a deal is really secondary to the first important step, which is to understand the world that we are doing business in. You must also understand the ingredients needed to thrive in business,” said Brown, 72. “You must have expertise and capital. One without the other will not take you far. The acquisition of capital for African-Americans has been one of the most difficult things we’ve had to face. Without capital, it can put a ceiling on how high you

can go.”

NFL Legend & Entrepreneur Jim Brown Shares a Game Plan Brown then shared a story of the power of pooling resources and expertise to build capital and secure deals. In the 1960s, he and a host of other athletes partnered with executives to develop the Black Economic Union. Combined with the capital and marketing status of the athletes with the investment knowhow of the collar execs, they would build successful businesses.

“Another important thing for business owners is to stay aware of what’s going on around you. Understand the politics of your city and state. Know where to get the money,” said Brown. He gave an example of how a change in the governor’s office in Florida knocked out the budget for his program but as soon as that person was out of office, he got the deal back. “Sometimes you can get a congressman to draw up a bill for you in the House to allocate over a million dollars to a program and venture you are doing. A lot of times being a democrat or republican is not the issue but rather do you know how to deal with those in power.”

How do you keep that big deal you have or working to secure? Brown says no matter if it’s a restaurant, a non-profit or a big corporation you must “have excellent service and being conscientious of your product. No matter what celebrity face you have attached to your company name, it will all crumble if the service is poor. Be consistent.”

He also encourages business owners to be open to critique because “you can’t be thin-skinned in business and expect to be the best. You should want honesty and be able to take it. When people critique me, I ask them to give me as much information as possible so I can produce high quality service.”

Evidence of this is that the Amer-I-Can curriculum has been revised five times before reaching its present structure. Brown put the manual under the microscope of professors he trusted to ensure that he could appeal to the educational circuit.

Years later, that critique has reaped benefits. Deals have been closed and doors have been opened.

Empowering TSU

TSU administrators are optimistic about Brown’s motivational program and

JUNE 2008

www.

®

4

“Jim Brown is the man for the job,” said Richard Johnson, who is serving as director of TSU’s Summer Academy and the one who recommended Brown. “We are looking forward to this academy!”

that’s why they have granted him a contract. Between 300 and 600 students are expected to attend the summer academy being held June 5 – August 1.

Students will be taught how to take advantage of academic opportunities, selfdetermination, life management, and more. Twelve military veterans are being trained as facilitators. Upon completion, all participants will receive a book scholarship, tuition stipend, and a certificate.

“I applaud TSU for raising the standards because that’s important in education,” said Brown. “We want to help these students succeed.

We want to help increase the graduation rate. This is about investing in people.”

During the course of this first meeting between Mr. Davis and Mr. Brown, they shared stories of triumph, struggle, and favorite books. Brown expressed the beauty of how Mr. Davis is grooming his son, Keith Jr., which he says is “lacking in our community. I love to see Black fathers raising their sons right. I admire that. It’s all about the next generation.”

So, now instead of listening to cheers of thousands of fans in stadiums across the country, Brown has become a community icon by spreading the philosophy that the failure in personal development and the lack of selfesteem are the root causes of the aforementioned problems that plague our society today. He believes that by enlarging the scope of individual lives, by introducing them to self-determination techniques, by motivating them with goals, by showing them how to improve and achieve success and financial stability, they will save lives that now seem to be lost.

Success is there for those who want it, plan for it, and take action to achieve it.

Those who don’t meet the necessary requirements will still have the opportunity to enroll at the University after successfully completing the conditional summer academic program. That’s where Brown comes into play, not in the backfield, but in the coach’s box.

“The beauty of the Amer-I-Can program is that it is applicable to all people, as it transcends race, age, gender, religion, and socio-economic status. It will change the lives of these students and will motivate them to make the best of their college experience and become great leaders on campus,” added (For more information visit on the Summer Academy visit http://em.tsu.edu/ summeracademy/index.php) Brown.

JUNE 2008

www.

®

5

By Carla Lane Contributing Writer

! b o J t h g i R

Today’s customers have demanding expectations for quality products and services. To meet them and keep them coming back, you need qualified employees who are as committed to your business as you are.

To find promising employees, you must first determine what you want them to do. Carefully consider all direct and associated responsibilities and incorporate them into a written job description. Be careful with general titles such as typist or sales clerk, as they have different meanings to different people.

Fulfilling these responsibilities will require some level of skill and experience, even if it is an entry-level position. Be reasonable about your expectations.

Setting the bar too high may limit your available talent pool; setting it too low risks a flood of applications from those unqualified for the job. Likewise, you don’t want to be overly generous or restrictive about compensation. State and local chambers of commerce, employment bureaus and professional associations can help you determine appropriate wages and benefits. Scanning descriptions of comparable jobs in the classified ads and other employment publications will also provide clues about prevailing wage rates.

How you advertise your job opening depends on who you want to attract.

Some positions are as easy to promote as posting a help wanted sign in your

store window or placing an ad in your local newspaper. For jobs requiring more specialized skills, consider targeted channels such as trade magazines, on-line job banks and employment. And don’t overlook sources such as friends, neighbors, suppliers, customers and present employees. Because you have clearly defined the role and requirements, you should have little difficulty identifying candidates for interviews. Make sure you schedule them when you have ample time to review the resume, prepare your questions and give the candidate your undivided attention. After the interview, jot down any impressions or key points while they’re still fresh in your mind. Professional background checks are a wise investment. This will be a valuable reference when it’s time to make a decision. You want to believe your candidates are being honest, but never assume. Contact references to make sure you’re getting the facts or to clear up any uncertainties.

Now that you’ve hired ideal employees, make sure they stay with you by providing training and professional development opportunities. DiverseStaff can help you craft human resource policies and incentive plans that will ensure your company remains the small business employer of choice.

Let’s Make A

Dr. D. L. Jones Contributing Writer

One of the most popular television game shows of the 1960’s and 70’s, was “Let’s Make A Deal” hosted by Monte Hall. This popular game show would have contestants buy, sell, or trade anything and everything from kitchen appliances to clothespins. The interesting component was the

JUNE 2008

makeup of the contestants.

Doctors, teachers, trash collectors, and even housewives came on the show hoping to trade a blender for a Cadillac car. The show depicted that anyone could make a deal. However, in the process of trading, they never knew what would be behind curtain #1, #2, or #3. It could be that Cadillac or a garbage can full of shredded paper.

Nevertheless, a deal had to be made.

Sometimes Monte Hall would entice the contestant to “take the Curtain,” or Monty would offer to buy it back and not take what was behind the curtain.

Never knowing if one would trade up or lose out was the exciting moment for the contestants and the viewing audience. The “Big Deal” could be right in their hands or behind the curtain. But one thing was certain: They all had to “Make a Deal!”

There is a Big Deal just waiting for you!

Unfortunately, many of you are waiting for that Big Deal to fall from the sky or walk up to your front door. Don’t hold your breath. If it’s going to happen, you must “Get Connected” to the dealmakers. Are you ready to get connected? Okay, let’s make a deal. It’s not as hard as you think.

Successful people are wheeling and dealing all the time. Their success lies within networking and staying connected to the players that can make it happen. This connectivity never stops. While on the job, off the job, at lunch or sleeping, their minds are constantly thinking about getting connected and “Making a Deal!”

Deal making is what keeps the world turning.

One of life’s common denominators is making deals that produce revenue, wealth, exchange of goods www.

®

and services, and the exchange of knowledge.

Many of you already have a money-making concept or business plan that is attractive not only to you but the world at large. So get connected and make it happen.

Let’s imagine that your concept or business plan is selling chocolate flavored chewing gum.

The next step is convincing a venture capitalist or company that it will sell. Whatever the deal, make sure that it is a quality deal. Very few business plans that are sent to venture capitalists get funded.

Many “deal makers” are chasing too few investment dollars. Venture capitalists will tell you that the real reason is that there are not enough “quality” deals.

One must be cognizant of the fact that a quality deal is more than just selling yourself or your reputation. Rather, it is truly a competition against other quality deals to win the “BIG DEAL!” One’s success comes from understanding this fundamental point and strategically marketing the deal based on this knowledge.

More importantly, the art of “Making a Deal” evolves and changes over time. Think outside the box, traditional approaches are not always effective.

Global business transactions have taken the world by storm. Therefore, one must be savvy in relating to other cultures, ethnicities, mindsets, and values that play heavily in landing the Big Deal.

Nevertheless, there are certain traits that remain constant in “Making a Deal.” One must have a quality product, be honesty, and have integrity.

Many deals are abandoned and never come to fruition because of the aforementioned traits being absent from the equation. Bottom line – get connected and “Let’s Make a Deal!”

6

JUNE 2008

www.

®

7

www.

®

JUNE 2008

www.

®

9

JUNE 2008

www.

®

10

Dr. Robert Batteaux, D.D.S., P.A.

By Chenell Ozenne Contributing Writer Like most young men, Dr. Robert Batteaux had dreams of becoming a professional athlete when he was a boy. But then a close family friend and dentist in Houston introduced Robert to dentistry as an alternative career choice and sparked his interest and desire to pursue dentistry as a profession at a young age. During his high school years at the High School for Health Profession, (renamed Michael E. DeBakey High School for Health Professions) he would spend his summers working in dental offices learning the tricks and trades of dentistry, which increased his passion for dentistry.

JUNE 2008

Dr. Batteaux attended Xavier University, which is one of the best schools at placing students in medical and dental graduate schools. He received his undergraduate degree in Biology from Xavier University in 1997, and in the same year was accepted to Howard University School of Dentistry in Washington, D.C., where he received his Doctor of Dental Surgery degree in 2001.

Upon completing his residency at the BronxLebanon Hospital in Bronx, New York in 2002 he returned home to Houston to practice dentistry.

Dr. Batteaux worked for various dental offices improving his technique and skill before starting his own practice, ICON Dental Center located at 6776 Southwest Freeway in 2005. Dr. Batteaux selectively employs staff members that share the same desire for excellence in dentistry as he does, which would include an associate dentist specializing in Pediatric Dentistry, a Hygienist with 20 years of experience, a Practice Manager with more than 16 years of experience in Dentistry and two Registered Dental Assistances. The staff at ICON Dental Center is dedicated to ensuring the utmost comfort and satisfaction to their patients and presenting them with the smile they always wanted. In addition to Dr. Batteaux’s great staff, he also mentors and shares his dental experience with young students interested in dentistry by affording them the same opportunity he had a young man.

Dr. Robert Batteaux’s extended training and course work will include an associate fellowship with the World Clinical Laser Institute for which his

www.

®

patients now enjoy the benefits of Laser Dentistry.

He is certified by Align Technology Inc. as an approved and license dentist for Invisalign (invisible teeth aligners). Dr. Batteaux has taken hundreds of hours of continuing education, some of which include anterior cosmetic enhancement and direct veneering of teeth where his patients can receive a cosmetic smile enhancement in one appointment.

This is one of ICON Dental Center specialties.

The latest addition to his continued studies would include dental implants; where Dr. Batteaux works with a specialist to provide a more permanent and natural tooth replacement for his patients. He is a member of the ADA (American Dental Association), TDA (Texas Dental Association) and Greater Houston Dental Society.

Dr. Batteaux is committed to changing the public’s opinion about dentistry by shedding light on the benefits of proper dental restorations and hygiene using new technology that is non-invasive, which provides a less traumatic experience.

ICON Dental Center: Cosmetic & Family Dentistry is located at 6776 Southwest Freeway, Suite #252, Houston, Texas 77074. (713) 266-2929

11

Increase Your Loyal Customers

to INCREASE YOUR SALES!

Oftentimes, business owners in the retail industry are constantly faced with the issue of trying to find new customers. Most are obsessed with making sure advertising, displays, and pricing all “scream out” to attract new customers. This focus on pursuing new customers is certainly prudent and necessary, but, at the same time, it can wind up hurting your business. Therefore, your focus really should be on the 20 percent of your clients who currently are your best customers.

In retail, this idea of focusing on the best current customers should be seen as an on-going opportunity. To better understand the rationale behind this theory and to face the challenge of building customer loyalty, you should understand the different types of customers.

Loyal Customers: They represent no more than 20 percent of your customer base, but make up more than 50 percent of your sales. You should be communicating with these customers on a regular basis by telephone, mail, email, etc. These people are the ones who can and should influence your buying and merchandising decisions. Nothing will make a Loyal Customer feel better than soliciting their input and showing them how much you value it. And truthfully, you can never do enough for them.

Many times, the more you do for them, the more they will recommend you to others.

Discount Customers: They shop your stores frequently, but make their decisions based on the size of your markdowns. This category helps ensure your inventory is turning over and, as a result, it is a key contributor to cash flow. This same group, however, can often wind up costing you money because they are more inclined to return product.

Impulse Customers: They do not have buying a particular item at the top of their “To Do” list, but come into the store on a whim. They will purchase what seems good at the time. Clearly,

this is the segment of your clientele that is great to serve. There is nothing more exciting than assisting an Impulse shopper and having them respond favorably to your recommendations. You’ll also want to target your displays toward this group because they will provide you with a significant amount of customer insight and knowledge.

Need-Based Customers: They have a specific intention to buy a particular type of item.

People in this category are driven by a specific need.

When they enter the store, they will look to see if they can have that need filled quickly. If not, they will leave right away. They buy for a variety of reasons such as a specific occasion, a specific need, or an absolute price point. As difficult as it can be to satisfy these people, they can also become Loyal Customers if they are well taken care of. Salespeople may not find them to be a lot of fun to serve, but, in the end, they can often represent your greatest source of long-term growth. It is important to remember that Need-Based Customers can easily be lost to Internet sales or a different retailer. To overcome this threat, positive personal interaction is required, usually from one of your top salespeople. If they are treated

Are you running an online business, but are finding that your customers aren’t coming back? It could be because of your customer service.

Even if you master each and every one of the Internet marketing strategies out there--sales copywriting, search engine optimization, e-mail marketing and the rest--they’re not worth a dime if you forget about customer service. It’s a strategy that all truly successful business owners understand and pay careful attention to because the one thing all successful businesses have in common is satisfied customers.

There’s an old saying in business: A happy customer will tell one or two people; an unhappy one will tell 10! So it pays to keep your customers happy-especially when doing business online.

Online, a seriously ticked-off customer might not just tell 10 people; they

JUNE 2008

to a level of service not available from the Web or another retail location, there is a very strong chance of making them Loyal Customers. For this reason, Need-Based Customers offer the greatest long-term potential, surpassing even the Impulse segment.

Wandering Customers: They have no specific need or desire in mind when they come into the store. Rather, they want a sense of experience and/or community. If you are serious about growing your business, you need to focus your effort on the loyal customers, and merchandise your store to leverage the impulse shoppers. The other three types of customers do represent a segment of your business, but they can also cause you to misdirect your resources if you put too much emphasis on them. For many stores, this is the largest segment in terms of traffic, while, at the same time, they make up the smallest percentage of sales. There is not a whole lot you can do about this group because the number of Wanderers you have is driven more by your store location than anything else. Keep in mind, however, that although they may not represent a large percentage of your immediate sales, they are a real voice for you in the community.

Many Wanderers shop merely for the interaction and experience it provides them. Shopping is no different to them than it is for another person to go to the gym on a regular basis. Since they are merely looking for interaction, they are also very likely to communicate to others the experience they had in the store. Therefore, although Wandering Customers cannot be ignored, the time spent with them needs to be minimized.

might also write a lengthy rant on their blog, post comments on other people’s blogs, write a negative review of your site on a shopping website, or criticize you on forums and message boards. Or all of the above.

And worse, once something’s been written about you online, it’s very difficult to get it removed. This means that any prospective customer who decides to do a search on your business name could come across it.

So while good customer service might cost a bit of time and money, bad customer service online could cost you dozens of prospective customers.

Think how much losing even just 10 sales would cost you, and compare it to the extra sales you’ll gain from making your customers happy.

What’s really interesting is that many case studies show that building good customer service into the operation of a business increases a company’s www.

®

12

efficiency as well as its sales.

Here are some simple strategies to help you improve your customer service: Step #1: Automate your sales process to keep customers in the loop.

Use autoresponders to thank your customers for their order, welcome them to your opt-in e-mail list, and send them order confirmations and other transactional emails like “your item has shipped” notices. Customers have come to expect these courtesies, but not everyone online bothers.

You can even add an element of surprise to these customer-service e-mails by including a coupon for money off their next purchase or some extra information they’ll find relevant to the product they’ve just bought. You may also want to ask if everything is all right with your customers’ purchase or if there’s anything further you can do.

This kind of follow-up can relieve any possible feelings of buyer’s remorse and reinforce the positive feelings about your business your customers had when they originally bought from you.

Step #2: Create a comprehensive FAQ page.

A FAQ page answers most of the questions people might have about your products or services. You should also create an FAQ e-mail address, such as info@mysite.com, and keep track of the questions that customers or site visitors actually ask, then answer them and put the answers on your FAQ page.

With those common questions taken care of, you’ll be freed up to spend time giving personal attention to the visitors who need it. The more quickly you handle their concerns the more impressed they’ll be. And you’ll also stand out in the crowd--a recent Pelorus Group study found that a shocking 42 percent of retail sites take five days or longer to respond to customers.

It’s often the times when you respond to a customer’s concerns promptly and personally that generate a huge amount of goodwill for your business-and referrals. Even angry customers can be turned into devoted fans if you pay attention to them, acknowledge your mistake if you’ve made one and fix their problem.

Step #3: Make it easy for people to contact you.

There will always be times when a customer needs to talk to or e-mail someone directly, so don’t hide your contact details away in a dark corner of your website, and always provide contact information on every message you send out.

JUNE 2008

You may also want to create a customer service page on your site that includes your FAQs, the names and e-mail addresses or phone numbers of people who can help, and other relevant information. The worst thing you can do is look like you’re hiding or just don’t care.

Step #4: Personalize and segment your e-mail messages.

Use your customers’ names in your e-mail subject lines and in your messages. Only four percent of marketers personalize and segment their messages, according to Jupiter Research, and yet personalized messages have almost twice the click-through rate of bulk e-mail.

As an e-business owner, you can personalize and segment your communications with customers in many ways, including: • Personalizing emails with names and other pieces of information you collect • Sending customers personalized birthday, anniversary or special occasion offers • Sending customers details of new products you know they’ll be interested in (in its recent “Consumer E-Mail” study, DoubleClick reported that 43 percent of the respondents would respond to “purchasing recommendations based on past purchase behavior”) The more details you can collect about your customers, the better you can serve them with laser-targeted offers, thank-you messages and information that’s relevant to their needs and wants.

This is where your e-mail management software makes your life easier. It can do the segmenting and personalizing for you, so you can spend your time thinking of more ways to target your marketing.

Step #5: Ask your customers how you can serve them better.

People love taking short surveys, and it’s been shown that customer satisfaction is rated higher among people who’ve been asked what they want, even if their answers haven’t been acted upon. Just asking what your customers want and how you can make your service better makes them feel listened to.

Remember, good customer service doesn’t have to cost much. You don’t have to spend a fortune giving away free products or large discounts. Even a small gesture like thanking customers for their business can help maintain a positive vibe around your business. And automating your everyday customer service tasks frees you up to respond to real concerns or complaints--making your overall customer service even faster and better.

www.

®

13

Getting MONEY

BUSINESS Getting money to start your business could be the biggest challenge you face. Fundraising for startup businesses is typically a slow and painful process. Most entrepreneurs would rather spend time growing their business than making fundraising prospect lists, scheduling pitch meetings and asking for money.

Unless you have a track record of business success or excellent sales ability, the reality of fundraising for many first-time business owners is that it takes contacting at least four to five prospects before you can close your first investor. But this poses a challenge since most entrepreneurs need at least 10 investors to put together a meaningful round of funding--and the process of assembling 40 to 50 fundraising prospects is daunting. So what’s an entrepreneur to do?

Of course, you can always go through the process of identifying private investors and brainstorming a list of relatives, friends and business associates who’d be willing to support your venture. But you may want to focus on maximizing your close rate with fundraising prospects. Because rather than expanding your prospecting list to 40 or 50 individuals, wouldn’t it be better if you could increase your close rate from 25 percent to 75 percent so you need relatively fewer prospects to complete your round of funding?

Here are some tips to close the deal on your fundraising: 1. Pick a closing date, then don’t enforce it. When raising large

sums of money from venture capital firms and institutional investors, closing dates are critical. The interest income on $50 million is about $50,000 per week (which is approximately the same amount as the total legal fees on VC rounds), so the cost of a closing delay is a substantial. This explains why your lawyer will give you financing documentation for your startup round of funding that has a closing date clause.

In practice, angel investors and other individuals who’ll support your business will ignore your closing date and send you the money when they feel like it. Unless you’re convinced that your financing round will be oversubscribed by too much demand, your closing date is likely to be a moving target. Nevertheless, investors like to see a closing date because they like to feel that other investors are interested in your business and investing at the same time. You should ask your lawyer to modify the standard closing date clause to read “The closing date is [some date in the near future] or another date that is mutually agreeable to both parties.” This small change will keep the documentation valid for several weeks after the closing date in case your investor takes extra time to give you the funds.

One of the greatest challenges that entrepreneurs face is answering the question posed by your prospects, “How many other investors are committing money at this closing date?” The smart answer is to avoid giving an answer, since trying to close several individuals on the same date is a long shot.

2. Provide investment options. Flexibility is critical when dealing with non-institutional investors. Take-it-or-leave-it terms seldom work because the motivation for each investor will vary. Raising $10,000 from your close friends may involve different terms than say, raising $50,000 from a business associate. If you’re raising money in the form of debt, it’s better to offer two or three options for participation in the round: different amounts or thresholds, different time horizons, and different repayment schedules. If you’re raising money in the form of equity, use convertible debt rather than preferred stock for your friends-and-family round, and be sure to provide some flexibility on the investment amount. Trying to enforce a minimum investment threshold of $25,000 or $50,000 will only work if you have several wealthy friends who have liquid funds available to invest.

3. Anticipate follow-up meetings. To keep the courtship process with investors moving forward, it’s best to end each meeting with a definite plan for the next meeting. Even if you can tell your entire story in one meeting, it’s better to spread it to two or three meetings since that might be how long it takes for the investor to get comfortable with you. It’s also a good idea to schedule reference calls with your previous investors, partners, and/or board members to demonstrate that you have others involved with your venture who can vouch for you or your business. It’s also best to make this introduction at the end of the courtship to help you close, rather than early in the process to help the investor conduct early due diligence.

4. Ask about doubts. At the second meeting, it’s usually useful to end the meeting by asking the straightforward question: “What are your remaining doubts or concerns about making this investment?” The response to this question will usually indicate whether you’ll be able to address those concerns or not. This information is also useful when prepping your reference partners for subsequent calls.

5. Stop selling. It’s easy to get in the habit of selling. So much so, in fact, that the sales culture of fundraising can seep into your interactions with investors even after they’ve decided to invest and are simply waiting for the paperwork to be completed. Once they’ve made the decision to invest, step back and let the process happen without continuing to sell it.

6. Don’t forget to ask for the check. When raising money, it’s easy to get tied up in answering the questions posed by the investors, then get tied up in the negotiations and paperwork, then get tied up in making sure the relationship with your investor continues to be sound after the negotiations are complete. During all these interactions, it’s also easy to forget that the purpose of the process is to get the money. You may find that you’ll get the funding more quickly if you ask for it earlier. One way to ask for the check is to ask your investor whether he plans to make a wire transfer or send a personal check so you can decide if he needs to receive your bank wire transfer details. It might be presumptive to ask this question too early, but it tends to move the dialogue along very quickly. And remember, the deal isn’t closed ‘til the money’s in the bank.

Let us Promote your Business, Your Event, or You! Advertise today in D-MARS Business Journal

JUNE 2008

www.

®

14

That Will Keep Them

COMING BACK! It’s no secret that a happy customer is a good customer, one who keeps coming back. Think of customers as individuals. Once we think that way, we realize our business is our customer, not our product or services. Putting all the focus on the merchandise in our store, or the services our corporation offers, leaves out the most important component: each individual customer.

So there are some golden rules to good customer service that keeps them coming back.

1. Remember there is no way that the quality of customer service can exceed the quality of the people who provide it. Think you can get by paying the lowest wage, giving the fewest of benefits, doing the least training for your employees? It will show. Companies don’t help customers... people do.

2. Realize that your people will treat your customer the way they are treated. Employees take their cue from management. Do you greet your employees enthusiastically each day; are you polite in your dealings with them; do you try to accommodate their requests; do you listen to them when they speak? Consistent rude customer service is a reflection not as much on the employee as on management.

3. Do you know who your customers are? If a regular customer came in to your facility, would you recognize them? Could you call them by name? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers.

4. Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset. At the Piccadilly Cafeteria chain, the pictures of the manager and the assistant manager are posted on a wall at the food selection line and it is a policy that the manager’s office is placed only a few feet from the cashier’s stand at the end of that line, in full view of the customers, and with the door kept open. The manager is easily accessible and there is no doubt about “who’s in charge here”. You have only to beckon to get a manager at your table to talk with you.

5. For good customer service, go the extra mile. Include a thank-you note in a customer’s package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you.

6. Are your customers greeted when they walk in the door or at least within 30-40 seconds upon entering? Is it possible they could come in, look around, and go out without ever having their presence acknowledged? It is ironic it took a discount merchant known for price, not service, to teach the retail world the importance of greeting customers at the door. Could it be that’s because Sam Walton knew this simple but important gesture is a matter of respect, of saying “we appreciate your coming in,” having nothing to do with the price of merchandise?

7. Give customers the benefit of the doubt. Proving to him why he’s wrong and you’re right isn’t worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.

8. If a customer makes a request for something special, do everything you can to say yes. The fact that a customer cared enough to ask is all you need to know in trying to accommodate her. It may be an exception from your customer service policy, but (if it isn’t illegal) try to do it. Remember you are just making one exception for one customer, not making new policy. Mr. Marshall Field was right-on in his famous statement: “Give the lady what she wants.”

9. Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case. People on the frontline of a situation play the most critical role in your customer’s experience. Make sure they know what to do and say to make that customer’s experience a positive, pleasant one.

10. Want to know what your customers think of your company? Ask them! Compose a “How’re We Doing?” card and leave it at the exit or register stand, or include it in their next statement. Keep it short and simple. Ask things like: what it is they like; what they don’t like; what they would change; what you could do better; about their latest experience there, etc. To ensure the customer sends it in, have it pre-stamped. And if the customer has given their name and address, be sure to acknowledge receipt of the card.

Remember that the big money isn’t as much in winning customers as in keeping customers. Each individual customer’s perception of your company will determine how well you do this and that perception will depend on the level of customer service you provide.

A Note from How about a total smile make-over?

Dr. Edwards JUNE 2008

First we do a complete exam with x-rays and maybe study models. This is after we have a lengthy discussion on what exactly your desires are, the time frame you need, with all the options thoroughly presented to you. Then we make a well planned and designed sequence of treatments and payment options to get us to your goal. In this well thought out menu of events, surgeries and root canal treatments, veneers and/or porcelain crowns can be provided. We can do in-house bleaching after we provide orthodontics (braces) if needed, to close some minor spaces. Afterwards, we can replace missing teeth with secured or removable replacements, and supply you with before and after photos for your records.

In essence our desire is for you to be educated on and treated with the latest advancements in Dentistry.

Our mission is to get your total oral health maximized, while emphasizing on esthetics. We want to put you in the position where your necessities are maintenance only, at best, and your smile is enhanced to your satisfaction.

www.

®

15

When James Marcel, managing partner of Reliant Leasing Systems, first began his business, he knew it was going to take a lot of hard work to make it a success. Not one to shy away from hard work, Marcel dived in, and to date, his persistence, perseverance and staying power have led to a business that now expands throughout the United States and Northern Mexico.

With its corporate office located in the shadows of Reliant Stadium off Almeda and 610, Reliant Leasing Systems (RLS) has quickly become a stronghold in the trailer renting, leasing, sales and mobile maintenance industry.

Founded in order to “provide honest, integrity-driven services to companies seeking to rent, lease or purchase over the road trailers and intermodal chassis,” RLS is one of the Bayou City’s fastest growing companies.

With flexible programs such as Customized Billing, Short & Long Term Leases, Just-In-Time Delivery, Try-to-Buy, and Rapid Rentals, RLS is delivering premium transportation & storage solutions to customers within its service area.

Marcel uses his years of industry experience and his unique niche marketing approach to capitalize on growth opportunities in a stagnant market.

“We are continuing to leverage our positions in specific markets by focusing on new technology and market-based niches, such as its new mobile maintenance program, that affords us the greatest ability to foster and maintain more effective transportation solutions,” Marcel said.

The Houston native says longevity is one of his keys to success.

“I want customers to know that at Reliant Leasing Systems we are not interested in one-time transactions, we will cultivate our business relationships into win/win business relationships,” says Marcel. “Our focus is not on simply delivering what the market dictates but on fulfilling the individual needs of each and every customer. We place a great deal of emphasis on specialized services.

A very important component of this service is to satisfy unique customer needs.

At RLS we more often recognize this need because of our close relationship and our intimate knowledge of each customer’s business objectives.”

JUNE 2008

Marcel knows part of branding his business comes in spreading the word to let people know about the services RLS offers.

“We’ve recently launched our national marketing campaign that’s specifically designed to expose our trailer lease and sales product nationally and establish us as a mainstream customer intimate supplier,” he said.

To establish its position in the market, RLS has focused its sights on new technology and market-based niches to attract companies with revenues from $1 million to $25 million, specifically small to mid-sized companies. The company believes that by fostering and creating more effective transportation solutions for its entire portfolio, its customers as a result will become more profitable.

“We offer a wide range of equipment and value-added services to companies across the region and nationwide, through our network of Ace Agencies,” Marcel explains. “These agents provide local experience and ongoing customer-support services. We remain in constant contact during and after all sales transactions to ensure customer satisfaction and encourage repeat business.

“Our mission is to acquire a portfolio of the right services and equipment then blend it with our market-based knowledge to create a company that will satisfy virtually all of our customers’ transportation needs. The company’s primary product offerings includes the extended leases of Dry Vans, flatbeds and intermodal chassis, short-term rentals, new trailer sales through our Stoughton Dealership, pre-owned trailer sales through our re-marketing program and mobile maintenance.”

Reliant Leasing Systems is certainly a company on a mission to become one of the top quality service providers in its industry. By staying competitive in this industry with the likes of GE and Berkshire-Hathaway along with “his customer-first” attitude, Marcel is certain to win and maintain new customer relationships. This seems to be a company with a very bright future ahead.

“Successful organizations of tomorrow are those nimble enough to adjust to market demands, are customer-focused and fully prepared to meet market challenges with the highest levels of integrity and service. RLS is striving to become that type of company,” Marcel added.

Reliant Leasing Systems is located at 825 South Loop West, Houston, Texas 77054. www.reliantleasing.com

www.

®

16

JUNE 2008

www.

®

17

JUNE 2008

www.

®

18

JUNE 2008

www.

®

19

JUNE 2008

www.

®

20

By Jennifer Cobb Contributing Writer BMW’s new M3, X6 Sports Utility and 1Series, boasting a four-year or 50,000 mile warranty with zero cost for maintenance (oil, tune-ups, brakes), has just made its springtime showroom debut and client advisor Terry Redding of Advantage BMW-Midtown couldn’t be more excited.

“I swear by this brand. BMW’s are more than just a fashion statement. BMW is truly the finest automobile in the world.”

Working the past eleven years with Advantage has proven to be a very satisfying job.

“I absolutely enjoy what I do,” says Redding. “These cars are world-class automobiles that maintain their value, are fitted with the latest technology and have exceptional curb appeal. I have never had to apologize for selling a BMW.” Across the street at Advantage BMW Pre-Owned and two years into his career with the Internet Department, Charles Cannon echoes Redding’s sentiment toward working at Advantage BMW-Midtown.

“Overall, I am just a people person. I enjoy interacting with potential buyers.” With Advantage Pre-Owned, each CPO (Certified Pre-Owned) vehicle has passed a 180 point inspection, comes with a six year or 100,000 mile warranty and a great interest rate depending on the year and model.

What is the link between Advantage BMW-Midtown and d-mars.com?

“We didn’t accidentally choose d-mars to market with. Simply put, we believe d-mars represents the clientele we want to sell our product to,” says Redding. “With an overwhelmingly increased market share, our premier sales are to the Black consumer and as Black sales consultants, we want to keep the trend growing.”

“Advantage BMW-Midtown’s use of direct marketing through d-mars.com is the perfect business partnership and we plan to take full advantage of the opportunity,” he added.

With tornadoes sweeping through the southern states, earthquakes shaking foundations across the seas and fires causing mounds of devastation, truly as members of this unexpected society; perhaps we would not be so naïve to think that we have somehow escaped the hand of the next possible disaster. In the last few months, the nation has experienced several different forms of unexpected disasters. The tricky thing about this recent disastrous activity is that it is now proven that the tornadoes, storms, earthquakes, and fires are not behaving normally.

The patterns that have been charted in this last chain of recent disaster activity have proven themselves to be extremely abnormal. For example, statistics state that normal travel time and distance on average for a tornado can range from five miles to 20 miles lasting for no more than 20 minutes.

According to recent news castings, the current tornado frenzy that has been taking place in Arkansas changed the meteorological predications inevitably.

Traveling 90 miles at the speed range of 136 to 165 mph’s a tornado ripped through the southern parts of Arkansas devastating over 400 homes and leaving 7 known casualties.

We, as a society, are living in a time where the present does not at all look like the former. As a community, we have got to be empowered to obtain information for preparedness. It is crucial that we get into the trenches of the most vulnerable populations and teach them how to become prepared to prevent devastation in their communities. If you are active in a Bible-believing community, you would know that the word speaks about how the lack of knowledge will cause the people to perish.

G.R.A.C.E Community Service is one source that has partnered with emergency management organizations across the state to serve as a conduit of information sharing resources from various sectors and then taking it back into the community. G.R.A.C.E activates on the concept of preparation before devastation.

As June 1st has already come and gone, the severity of hurricane season has ignited. We, as a concerned group of people, want to provide preventative

JUNE 2008

education to our communities to avoid complete turmoil and chaos. G.R.A.C.E offers a variety of preventative services including Disaster 101 classes, pastoral information sessions, church outreach workshops, disaster 101 classes for senior citizens, 72 hour disaster kits, disaster 101 classes for children and youth and disaster kits for the entire family.

We are encouraging our communities to get excited, get engaged, and get empowered. As community leaders and neighborhood residents, we urge you to get involved and get the knowledge you need in order to assist your communities in disaster response and recovery. G.R.A.C.E Community Services advises each of you to begin planning effectively for this year’s hurricane season. There are lots of communities, churches and individuals who are stumped and are obviously stuck in the dark when it comes to early preparation. There a few small things that you can do with your family to increase awareness and change their mindsets concerning disaster. The following tips are just a few ideas to help you and your family start summer preparation: • Host a family discussion concerning disaster • Develop an evacuation plan for your entire family • Place important family documents and information in a safe place • Begin purchasing necessary supplies for potential evacuations • Make sure that each family member has recorded emergency numbers • Invest in 72 hour Disaster Kits for the family If you or someone you know is interested in purchasing a disaster kit, you need to get connected. Call G.R.A.C.E. Community Services and inquire about which kits are best suited for you and your family’s needs. Different kits represent different genres of our lives. G.R.A.C.E. has designed kits to meet people where they are and address those needs that will help each individual and family be sustainable for up to 72 hours. Ask yourself, “Am I prepared?”

If you answer “NO” to that question, then you definitely have to connect with G.R.A.C.E. Community Services for your disaster kit needs: Kiddy Kits, Teen Kits, Senior Kits, Family Kits, and Car Kits. We can also include generators for your personal needs.

Do not hesitate to call. Here at G.R.A.C.E. Community Services we are true believers that “Information is Power.” We want you to come and join us in our efforts to educate, empower, excite and engage the community in changing the face of disaster education. www.

®

21

Read the Chances are you’ve probably heard that the best negotiations are win-win agreements, in which each side benefits from the outcome. Unfortunately, though, some negotiations leave us feeling like losers in a lopsided deal. Wouldn’t it be nice if you could know the other negotiator’s true motives or the intentions behind their words? This is possible, but you’ll have to learn to hear by watching, not just listening to the other person.

The subconscious part of your brain controls your body’s internal processes including your heartbeat, digestion and breathing. You don’t have to think about these functions because your subconscious is like an auto-pilot for your body.

This internal regulator can’t lie, which is why subconscious gesture responses are more reliable communications than spoken words, which are consciously constructed.

You can use the five indicators below to immediately improve your deal-making ability.

They’ll enable you to go beyond the words to “read” the other person’s inner feelings.

Confidence indication--Good negotiators know that getting the best deal is often simply a matter of knowing what is and what isn’t negotiable.

One of the best techniques for uncovering the proverbial “line in the sand” is to verbally probe with suggestions for concession, while visually observing for resistance. A person’s subconscious indicates confident resistance by displaying a lip protrusion.

When we were kids, if another kid took our truck or doll or if we were made to share when we didn’t want to, we would stick out that lower lip and even add an angry arm cross as confident resistance. We do the same thing as grown-ups, but we indicate our aversion to compromise with a more subtle lip protrusion and/or arm cross when we are presented with a proposition that would cause us to concede beyond our wishes. When you spot this confidence indication during your presentation, consider their resistance level high and their likelihood of making that particular concession low.

Disbelief indication--One of the most valuable skills for a negotiator is to interpret when the other side distrusts the proposal or presenter.

This is revealed by an eye rub. Eye rubs occur for many reasons, but during a negotiation they often indicate disbelief or a lack of confidence in the speaker. Good negotiators know that it’s meaningless to attempt to close a deal when the other side is not on board, so they watch for eye rubs. The best way to handle an eye rub is to stop when you see one and say something like, “Does that sound fair to you?” or “Would you like to comment on that?” If you just treat all eye rubs like a verbal question, most of the time, you’ll preserve the chance for an eventual

JUNE 2008

to agreement.

Pause indication--Negotiators, like some salespeople, have a tendency to talk too much.

One way to keep this in check is to look for the ear tug gesture. When someone wants to interject a comment or make a suggestion while the other person is talking they’ll touch, stroke or lightly tug on their ear to indicate their desire to speak.

Many body language experts think that this behavior evolved from our childhood school days when we would raise our arm to notify the teacher that we wanted to be called on to speak. As grownups we’re more subtle but just as eager to share our opinion, so the best negotiators have learned that when they see an ear tug, they should shut up and listen.

Desire indication--When we evaluate a proposition, we indicate our contemplation by stroking/rubbing our chin and temple. Once we have determined that we do, in fact, want to take the offer, we stop evaluating and often begin to salivate. Much like Pavlov’s dogs, we salivate when we desire something. Our natural response when a want evolves into a need is to put something into our mouth--a pen, finger, eye glasses or cigar, for example. In the most subtle of examples, a customer might even indicate a desire to accept your proposal by concluding a chin stroke with a licking of the lips or even a simple swallow.

Emotion indication--Great negotiators have learned to watch for micro-expressions. These are

www.

®

very revealing subconscious splashes of emotion.

They only last a fraction of a second and usually indicate a person’s true emotion about a word, phrase or other communication.

If you’re observant, you can notice microexpressions during a presentation. Let’s say, for example, that your presentation includes a flip chart with the heart of the proposal on page four. Don’t worry so much about the response to the first three pages, but before you flip to page four, make sure you’re watching the face of the decision-maker as you turn the page and announce the key benefit.

You might say, “… and we can do all of this for only $560,000.” If they immediately look shocked and then return to a normal expression, your price may be too high. If they immediately let a smile “leak” only to be erased by their normal expression, you might be under-priced.

Negotiating skill is a key ingredient in running any business. Your success will depend on your ability to interpret the other person’s true interest and objections and successfully persuade them to make the deal.

22

Unity National Bank Announces New President! that John is receiving this recognition for his substantial contribution to the Unity Bank Team. We have worked very closely since joining the Bank together in early 2006 and his contributions have been invaluable to Unity.”

John Scroggins has over 27 years of Houston banking experience having served in senior and executive management positions with Wells Fargo, Prime Bank and First City National Bank of Houston. He earned his B.S from Texas Southern University and received his MBA from Texas Southern University and University of Houston with a concentration in Banking and Finance. John is a member of the Board of Trustees of Huston Tillotson University, and serves on the Board of Directors for the following organizations: Chairman of Trustees: First United Methodist Church, Urban Affairs Corporation dba Community Partners, Fifth Ward Community Redevelopment Corporation, Houston Habitat for Humanity, Inc., Third Coast Community Development Corporation, Our Mother of Mercy Catholic School and the Rodeo Institute for Teacher Excellence (RITE).

Unity National Bank, chartered in 1985, is a unique urban community bank dedicated to building loyal, life-long banking relationships within the diverse communities they serve. Unity National Bank has been certified by the City of Houston as a Minority Business Enterprise.

Contact: Donna Flowers, Senior Vice President Unity National Bank The Board of Directors of Unity National Bank of Houston has elected John 713-940-6306 Scroggins as President and Board member of the Bank. The announcement www.unitybanktexas.com was made today by Chairman Lee P. Brown. dflowers@unitybanktexas.com Chairman Brown said “John’s leadership, hard work and community focus have been critical to the ongoing success and growth of the Bank. His promotion to President is reflective of the positive impact John has made on Unity”. Chuck Cowell, Chief Executive Officer of Unity said “I am very pleased

JUNE 2008

www.

®

23

JUNE 2008

www.

®

24

JUNE 2008

www.

®

25

Brothers Sisters Cedrick Wilson is a busy man.

Despite the rigors of applying to law school and being accepted, taking a new job as a senior researcher at Baylor College of Medicine, and being an active member in Alpha Phi Alpha, he still finds time to volunteer in a way that is having a big effect on the next generation of men.

“I’ve been pulled in all directions,” he says, “but when I get a chance to be with Antonio, I get to be a kid again.”

Cedrick has been a volunteer mentor for a year through Big Brothers Big Sisters of Greater Houston. Antonio is his 12-year-old “Little Brother.”

“It’s ironic, because most people think being a Big Brother takes an excessive amount of time out of one’s schedule. However, I look forward to being with him so I can relax and have fun,” Cedrick says.

Big Brothers Big Sisters matches volunteers with children according to their personalities, preferences, and what part of town they live in. It’s not just fun; research shows that children with a Big are less likely to try drugs and alcohol, less likely to skip school, and more likely to get along with their families.

As a Community-Based Mentoring match, Cedrick and Antonio meet a couple of times a month for a few hours. They focus their time together on simple things, like going to the park, playing ball, or going to museums or the movies. Cedrick always makes sure Antonio knows that schoolwork comes first.

“There’s nothing wrong with playing, but I tell him to get your work done first,” he says. In fact, that’s the biggest change he’s seen in Antonio. “His enthusiasm for academics. I showed him how easy it is to learn, that it just takes time and effort.”

Cedrick was introduced to the idea of being a Big Brother via James H. Lang, who is also a Big Brother and a member of Alpha Phi Alpha. The fraternity has a nationwide partnership with Big Brothers Big Sisters, and because Cedrick liked to work with children, it was a perfect match.

“It’s been less work and more of a fun time than I thought it would be,” Cedrick says. “I don’t want to be his father – I want to be like a real big brother.

I show him how his choices can have benefits or consequences. Now he’s thinking ahead more.”

He has a simple message for other men who would make great Big Brothers.

“It would be most unfortunate that those who benefited in our society did not give back. I think if they want to make a difference in a child’s future, you have to man up and start today.”

Right now, Big Brothers Big Sisters has a need for African-American male mentors. To find out more about the agency, visit www.gobighouston.org, or call (713) 860-8211.

By Dr. Wendy www.askdr-wendy.com As a business owner, it’s important to remember that your best client is your existing customer. You will be surprised at the amount of work your existing customer will extend to you, even if they recommend another colleague, if they are happy.

A business rule of thumb: Happy clients =

Repeat customers!

Customer retention is a serious problem, but there is a very simple solution: invest time in keeping your existing customers.

Here are some techniques for managing your customers: Know your client – It’s great that you got the deal, but it pays to get to know your client. I’m not merely talking about their industry, but the clients themselves. Take the time to find out more about them. Since we live in technological age, Google

JUNE 2008

the person and you will be surprised the amount of information that is out there or you might be able to tell what they are into by merely talking to them.

For example, if they’re into playing golf, it would be a good idea to schedule a meeting with them at a nice golf course. And last but not least, you must know their birthday. Ensure that you put it on your calendar so that you know when to send them a “hand-written” card. Do not send them an electronic birthday card, as that is not considered a personal touch. Getting to know your clients can go a long way and make a lasting impression.

Provide good customer service – Ensure that you and your team thoroughly understand the art of delivering good customer service. So often, customer service is taken for granted. Simple things such as: answering the phone, being courteous, www.

®

paying attention, being professional and wearing a smile are so important. Investing in some customer service training will ensure that you and your team are properly trained for the occasion.

Make Time – Time is of the essence and as a business owner, you are busy all of the time. But, it is vital that you make time for your customers. Do not make them feel as if you are too busy for them.

In some instances you will need to move other appointments around on your calendar, but making that scheduling change can take your business relationship to the next level.

Under promise & Over deliver – Beating a deadline is a good way to impress a client, but adding some extra valuable/useful information (within budget) can go a long way as well. Going above and beyond shows your clients that you are on top of your game and have the skills needed to properly manage the project, are concerned about ensuring that they have what they need to be successful and that you can also offer some extras within budget. What a “win-win.”

Stay in Touch – Get into the habit of calling your clients every three months or so, just to see how they are doing. Doing this will ensure that they do not forget you, as it keeps you fresh in their mental rolodex.

Retaining your clients is an important aspect of being a successful business owner. Having your clients best interest must to be your number one priority. Serving them will reward you financially, but you will also develop a relationship as well.

26

JUNE 2008

www.

®

27

JUNE 2008

www.

®

28

JUNE 2008

www.

®

29

JUNE 2008

www.

®

30

Wisdom

The International Global Leadership Empowerment Summit will be hosted by the Texas Women’s Empowerment Foundation and will feature Dr. Myles Munroe as keynote speaker. The event will be held July 7- July 9 at the Westin Oaks Galleria Hotel, 5060 W. Alabama, Houston, TX 77056. It will include a charity golf tournament, VIP meet-andgreet events, a youth entrepreneurship summit, a health summit and more. For more information or to register, visit www.igles.net or call (832) 434-5325.

The International Global Leadership Empowerment Summit will help you leave your mark. This power-packed, energy-filled event will bring together more than 2,000 people to gain inspiration, insight and empowerment from the esteemed Dr. Myles Munroe and a slate of other leaders. The event is for those who already are leaders, such as entrepreneurs, pastors, businessmen and businesswomen, managers, dreamers and go-getters ready to take their work to an even higher level, as well as those who aspire to lead. The summit will

address many areas of leadership, as well as some of the challenges leaders face. It also will provide solutions and ways to address common leadership concerns.

“Our mission, simply stated, is change through leadership,” Munroe said.

The International Global Leadership Empowerment Summit will be held at the Westin Oaks Galleria Hotel in Houston July 7-July 9. This first-of-its-kind event will feature a celebrity golf tournament, energetic presentations by Munroe and a youth entrepreneur summit. Other exciting events over the threeday summit include a health awareness seminar and several opportunities to hear from and visit with Munroe, an internationally known speaker, author and business consultant. Opportunities to visit with Munroe include the Texas Women’s Empowerment Foundation’s VIP reception, a networking breakfast and a VIP luncheon.

Munroe is a best selling author of more than 30 books and is the founder of the International Third World Leaders Association. The International Third World Leaders Association, with more than 700 members across the globe, aims to address leadership concerns of Third World communities.

But “Third World” doesn’t just apply to a geographic area; it applies to a state of mind, Munroe said.

“The concept of ‘Third World’ isn’t necessarily about color of skin or location,” Munroe said. “It is about mentality.”

Munroe said that is the reason for having such an event in Houston. People who do not live in an area geographically defined as Third World can still benefit

from leadership training. Leadership training helps people expand their visions of themselves and their potential beyond what they can see around them.

Munroe said people in many areas of the U.S. can benefit from leadership training so they can elevate themselves beyond their limited circumstances.

“One of the greatest keys to mental deliverance is knowledge,” he said. “I was exposed by my parents to the knowledge in the Bible, which connected me to a value system. It ignited in me a transformed appreciation of my own worth.”

He said people who realize their leadership potential have tremendous power. “Every human possesses leadership capacity,” he said. “But most human beings will not discover that and will die as followers. There is a leader trapped in every follower.

Our goal is to expose that leader.”

The summit will help attendees discover and grow their leadership capacity. A youth entrepreneurship summit will seek to share with young people tools and ideas they can use to begin now to lay a foundation for success and self determination. Networking events include a golf tournament, receptions and other engagements that allow participants to connect with each other.

Enabling like-minded people to connect was a big reason for this summit, said Dr. Deavra Daughtry, Texas Women’s Empowerment Foundation founder and summit host. “It is so important to be in an environment that nurtures ideas and supports progress,” she said.

The summit will bring together people from a variety of backgrounds and communities. Munroe applauds Daughtry for holding the event. “Right away we embraced her idea and the relationship has evolved,” he said. “We are happy to come to her area.”

“This summit will prepare everyone -- whether you are in business, a member of an organization, a pastor or a leader of a family -- to be the leader you are called to be,” Daughtry said.

The Key to Success?

By Veronique Landry Contributing Writer When Missouri City resident Bernice Blacknell received a notice from the city that she needed to repair her driveway or face a stiff fine, the mother of two went to work looking for a someone who did concrete work.

She popped open the yellow pages and zoomed in on ten different concrete/driveway companies, and called all of them.

“Of the ten companies I called, only one answered the phone!” Blacknell said. “Another two were disconnected and of the remaining seven, no one ever answered the phone.”

Blacknell was a pre-sold customer. She wanted a particular service, and had gone to the trouble to seek out businesses that would provide this service.

Of course, the company that answered the phone got the $2,000 job.

“I’m super busy so I really don’t have the time or inclination to call back several times on the off-chance that someone may be available to talk to me, when the company I’ve called has given no indication that they’re even interested in doing business with me,” Blacknell said.

That mindset is indicative of most customers. Busy people most often, won’t call back.

It’s safe to assume that if a business bothers to place an ad in the yellow pages, they’re hoping to get business. But a business that doesn’t answer its phone is not realizing its full potential because they’re not making it easy for potential customers to communicate with them.

While there are many small businesses that are one person operations, that doesn’t mean that the shop should be closed when that one person isn’t

JUNE 2008

available for a customer to talk to. It’s crucial that you ensure that your potential customers can reach you at all times, or at least get the impression that you do want to talk to them.

If those other nine concrete companies had worked out when Blacknell called, they could have given themselves a chance at her business by having a specific message on their answering machine.

“If they had even said they appreciated my call or when they would be back in the office that day, or giving me an alternate cell phone or pager number, I might have bothered calling back,” she said. “They could have someone else answer the phone, such as a telephone answering service. They could have given me a chance to leave a message for them on voice mail, or used call forwarding to take my call themselves. But because they didn’t, they didn’t get my business.”

You need to make it easy for your customers to communicate with you by ensuring that you have the telephone and communications services that let your potential customers at least know that you appreciate their interest. If you’re one of those people that are trying to run a business with an “unmanned” phone, contact your phone company today and get the communication services you need. The telephone is or should be a business tool, not a business killer. www.

®

31

JUNE 2008

www.

®

32

How to Network Your Way

By Christina Robinson Grochett

These efforts are proving to be worthwhile. Studies find that 60 percent or more of all job opportunities are found and secured through networking. Interestingly, the ways to network have evolved. In the past, business professionals would attend formal networking events, such as a business social or an industry association meeting, to exchange business cards. Today, however, you no longer have to leave the house to network with other professionals in your industry. Many business professionals have started to harness the Internet and develop connections through e-mail listservs, discussion These days finding jobs online groups, online industry associations is the easy part of one’s search for and networking Web sites. employment. Problem is – sifting through the millions of positions One of the most popular to find one’s dream job posted on networking sites to quickly gain employment advertising Web sites, notoriety is LinkedIn (www.linkedin. like Monster and CareerBuilder, can com), a network of 8 million professionals that includes executives be a daunting task. from all of the Fortune 500 companies.

So it is not surprising that about LinkedIn allows members to connect half of the job candidates who surf with past and present colleagues. these sites also make networking with It also provides an opportunity for their peers and professional contacts a professionals to share their business top priority. More specifically, a recent contacts online. In addition, the Gallup Panel survey reports that 74 Web site also exposes business percent of job seekers are most likely professionals to career opportunities to use their personal connections and through its large database of job 70 percent call upon their professional openings and the more than 130,000 relationships when searching for a recruiters who typically browse the job. site to find high-quality candidates.

Listen Closely

to Close the Deal!

By Pat Tucker Contributing Writer

When I was a little girl, my grandmother used to always say keep your eyes and ears open and your mouth closed. Little did I know that her homespun wisdom would prove to be key to making a sale.

When you’re in sales, sometimes the key to success is to close your mouth.

People may think that a good salesperson is one who is always jabbering, pitching his or her product. But in reality, when you listen and ask questions that focus on the customer’s needs, you are the one who ends up in control.

So why is it so many salespeople seem to lack listening skills?

One reason is that we like to talk about ourselves and what we know. Also, our enthusiasm for our product has us yip-yapping away, hoping that some of

JUNE 2008

Other upcoming business networking sites, include Spoke (www. spoke.com), Jigsaw (www.jigsaw. com) and Ryze (www.ryze.com). If you aren’t a member of these resources, I recommend joining a network to start fostering more relationships with business associates. As the economy fluctuates and businesses nationwide go through restructuring, your network connections could be the best way for you to find a new job.

Christina Robinson Grochett is the campus director for University of Phoenix – Houston.

An accomplished leader and champion of higher learning, she was named one of the Top 10 businesswomen by the American Business Women’s Association in 2008.

what we say will make an impact on the customer. And talking about ourselves takes little effort.

It does, however, take a great deal of effort to become a great listener. But it can be done if you make a conscious effort. Here are four ways to get started.

1. “Do you mind if I take some notes?” What message comes across to you when you are speaking to a group of people and they start taking notes? It means what you have to say is important. Whenever I have a faceto-face meeting, I’ll ask if they mind if I take some notes. It shows right away that I want to hear what’s important to them. Most of the time I’ve prepared questions in advance based on the research I’ve done on that organization.

Some salespeople I’ve spoken with even put the word listen in big letters at the top of their notepad to remind themselves to listen when they begin to talk too much.

2. Dig deeper. Don’t settle for what the customer says on the surface; have him expand on his key needs and challenges. This helps you uncover hot buttons (very important points that the customer says and that you can circle, highlight or star on your notepad), which you can use later to explain how your product or service will address them. Sometimes it might be hard to get the customer talking, so try using a technique called parroting--repeating the last few words the customer says in the form of a question so he’ll elaborate more on the topic. If the customer says, “That’s been a major problem for us,” you say, “Problem?” Usually this will prompt the customer to go into greater detail.

3. Check your understanding. Many sales never materialize because of poor communication. We think the customer said one thing, and he thinks he said something else. One way to make sure you’re really listening is to ask your customer, “Just to make sure we’re on the right track, is your main concern with . . . ?” Simply rephrase what the customer told you based on how you understood it. This will give the customer a chance to say that you’re correct or maybe redefine what he or she meant. It also shows the customer you were listening.

4. Practice. Practice your listening skills all the time, not just on sales calls.

You never know when the person you’re talking to at a wedding, on a plane or at a party will end up being an important prospect. The next time you’re at an event and want to be the hit of the party, shut up and listen. Find out as much as you can about the people inside and let them know as little as possible about you. Even if they ask, be brief and turn the conversation right back at them.

Don’t interrupt; resist the urge to jump into the conversation when they bring up something you’re knowledgeable and passionate about. Just watch--you’ll begin to learn new, interesting information. It’s hard to learn anything with your mouth open.

www.

®

33

For 15 years Triple J’s Smokehouse owners Jarrett and Rhonda Scales, both graduates of Purdue University, have been committed to serving the best quality barbecue at a reasonable price.

Triple J’s Smokehouse began as a drive-thru restaurant on the corner of Lockwood and Kelley Street on the north side of Houston. It has since grown into a dine-in restaurant on Homestead Road off 610 East. Triple J’s (as the regulars call it) serves award winning Ribs, Brisket, Homemade Links, Burgers, and other tender, mouth-watering barbecue along with the trimmings.

The original signature potato, “The Big J”, is a fluffy baked spud stuffed with chopped brisket, sausage, and ribs and was voted “Best Barbecue Potato” in the Houston Chronicle Dining Guide. Many say Triple J’s Smokehouse really is “the best little smokehouse in Texas”.

Triple J’s Smokehouse offers excellent customer service, full-service catering, and custom cooking for Houston’s corporate and private events.

A few of their satisfied clients include the Houston Texans, Miami Dolphins, Chevron-Texaco and many others. Selling food at the Houston Livestock Show and Rodeo for the past 10 years has also prepared them to serve thousands of people at one time. No event is too large or small.

So the next time your taste buds call for southern style, oak-smoked barbecue call or stop by. And always remember… “Life’s too short not to eat good Barbecue!”

JUNE 2008

www.

®

34

JUNE 2008

www.

®

35