<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META http-equiv=Content-Type content="text/html; charset=US-ASCII"> <META content="MSHTML 6.00.2800.1106" name=GENERATOR></HEAD> <BODY id=role_body style="FONT-SIZE: 12pt; COLOR: #000000; FONT-FAMILY: = Verdana" bottomMargin=7 leftMargin=7 topMargin=7 rightMargin=7><FONT id=rol= e_document face=Verdana color=#000000 size=3> <DIV> <DIV>Brad,</DIV> <DIV> </DIV> <DIV>Thanks for your insightful post.  It points out something I've developed more of an understanding of as my business becomes more successful:  people skills are as important or more important than any technical expertise you might offer.  Being in sales for about 10 years= really helped me with that, too</DIV> <DIV> </DIV> <DIV>Your analysis of people types (in a nut shell) is excellent.  Understanding how the customer thinks is crucial to communication.</DIV> <DIV> </DIV> <DIV>The fact is, you are often in a one on one situation with customers in THEIR home.  Trusting you is crucial to their well being in a place the= y see as a haven.</DIV> <DIV> </DIV> <DIV>The handout I'd like to create has more to do with giving the customer = a small amount of information in a less technical way than we are accustomed t= o communicating, injected with humor.</DIV> <DIV> </DIV> <DIV>Let's face it.  What we do is of less import to most people than t= he child's orthodontic procedures, the soccer team tryouts, and the cat's annua= l veterinary visit.   Nonetheless, they bought(or inherited or = were given) a piano, they have invested good money in lessons, and if they expect decent performance from their piano, then they will have to pay to ha= ve it maintained.  </DIV> <DIV> </DIV> <DIV>I don't want to pummel people with facts.  That doesn't work.&nbsp= ; I gave out the PTG handouts for awhile: the one on Pitch Raising and the = one one Regulation, stapled together with my card.  Guess what I've found--untouched--in the bottoms of many piano benches??</DIV> <DIV> </DIV> <DIV>So it's gotta be fun...if I could draw, I might even make it a comic th= at would appeal to kids.</DIV> <DIV> </DIV> <DIV>Just ramblin' on before headin' out,</DIV> <DIV> </DIV> <DIV>Dave Stahl</DIV> <DIV> </DIV> <DIV>a message dated 4/7/05 6:34:35 AM Pacific Daylight Time, staff@smithpiano.com writes:</DIV> <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: blue 2px solid"><= FONT style="BACKGROUND-COLOR: transparent" face=Verdana color=#000000 siz= e=2> <DIV><SPAN class=187085312-07042005><FONT size=2>Hi Dave and List, </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>This is an ongoing ch= allenge for us all.  Here are some ideas. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005></SPAN><SPAN class=187085312-07042005><FONT size=2></FONT></SPAN> </DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>COMMUNICATION & L= EARNING STYLES</FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>People learn and comm= unicate mostly in 3 ways:  Visually, Aurally and Kinesthetic </FONT></SPAN></= DIV> <DIV><SPAN class=187085312-07042005></SPAN><SPAN class=187085312-07042005><FONT size=2>Visually ( They need to see thin= gs; write, draw, make pictures, show examples)</FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Aurally  ( They = need to hear it; use word pictures and phrases)</FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Kinesthetic ( They ne= ed to 'feel' good about you first; Make eye contact, smile, breathe, let them express themselves). </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2></FONT></SPAN> <= /DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>PERSONALITY TYPES</FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>People have personali= ty traits that can be observed in 4 major categories: </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Leader (Do-er Dominan= t Forceful) Give them options, don't mince words, avoid small talk</FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Thinker (Detailed, Sp= ecific, Thoughtful) Give them details, but watch for "saturation"</FONT></SPAN></D= IV> <DIV><SPAN class=187085312-07042005><FONT size=2>Peacemaker (Quiet, Don'tMakeWaves, Amiable) Don't interrupt them, don't be pushy; give t= hem easy steps to take</FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Entertainer (Extrover= ted, Loud, Laugher, Fun Loving) Laugh at their jokes, let them entertain you</FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=3><SPAN class=187085312-07042005></SPAN></FONT></SPAN> </DIV> <DIV><SPAN class=187085312-07042005><SPAN class=187085312-07042005><FO= NT size=2>FILTERING</FONT></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>People have to filter= information constantly for its relevance to their perspective. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>So....Be relevant to = their perspective.</FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005></SPAN><FONT size=2>People like to= scan the headlines. <SPAN class=187085312-07042005> (Find ways to summar= ize quickly. Get to the point. )</SPAN></FONT></SPAN></DIV></SPAN> <DIV><SPAN class=187085312-07042005><FONT size=2>Communicate in their learning/communication style. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Observe everything th= ey say and do. Observe their home-yard-room decor, etc. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Develop some 'hunches= ' about their possible tendencies.  Start small, such as identifying a "neat-nik" person. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Don't judge, but be observant. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2></FONT></SPAN> <= /DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>MYTHS</FONT></SPAN></= DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Beware of these myths= : </FONT></SPAN></DIV> <UL> <LI><SPAN class=187085312-07042005><FONT size=2>    M= ore information leads to greater understanding.</FONT></SPAN> <LI><SPAN class=187085312-07042005><FONT size=2>    M= y information is right, and therefore I don't need to be concerned about h= ow it is delivered.<SPAN class=187085312-07042005>  </SPAN></FONT></= SPAN> <LI><SPAN class=187085312-07042005><SPAN class=187085312-07042005><S= PAN class=187085312-07042005><FONT size=2>    The world i= s fair and just, and I will be paid immediately for everything that I do. ("Wor= ker" mindset vs.. "Business owner" mindset). </FONT></SPAN></SPAN></SPAN> <LI><SPAN class=187085312-07042005><SPAN class=187085312-07042005><S= PAN class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005><FONT size=2>    Eventually,= everyone will understand me and respect me. </FONT></SPAN></SPAN></SPAN></SPAN></SPAN> <LI><SPAN class=187085312-07042005><SPAN class=187085312-07042005><S= PAN class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005><FONT size=2>    The better = I am as a technician, the less I need to bother with people skills. (It's nice t= o be important, but it's more important to be nice.)</FONT></SPAN></SPAN></SPAN></SPAN></SPAN><SPAN class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005></LI></UL> <DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>USE PRINCIPLES TO GUI= DE YOUR OWN COMMUNICATIONS</FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>All of these can give= us clues as to how to best insert information through their filters, and into= their brains...in a manner that does</FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>not glaze over the eyes.  </FONT></SPAN><SPAN class=187085312-07042005><FONT size=2>= Flyers, brochures, cards, demonstrations, analogies, personal stories, websites, e= tc. are all possibly useful tools. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2></FONT></SPAN> <= /DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Workers can be given excellent tools and orders to use them. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>Craftspeople and smar= t business owners learn which tool to use, and how to use it in a given situation. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2></FONT></SPAN> <= /DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>We use principles to = guide us in tuning temperaments, action regulation, rebuilding, woodworking, etc. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>The specific actions = we take on a given piano depend on many variables, including the customer's qualit= y standard expectation. </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005><FONT size=2></FONT></SPAN> <= /DIV> <DIV><SPAN class=187085312-07042005><FONT size=2>We need to use that a= bility to diagnose communication challenges from our understanding of principles.= </FONT></SPAN></DIV> <DIV><SPAN class=187085312-07042005></SPAN><SPAN class=187085312-07042005></SPAN></SPAN></SPAN></SPAN></SPAN></SPAN><SPAN= class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005><FONT size=2= >The principles above will help us identify specific actions we can take, to ge= t our message across to more people, consistently. </FONT></SPAN></SPAN></SPAN></SPAN></SPAN></SPAN></DIV> <DIV><SPAN class=187085312-07042005><SPAN class=187085312-07042005><SP= AN class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005><SPAN class=187085312-07042005></SPAN></SPAN></SPAN></SPAN></SPAN></SPAN><SPAN= class=187085312-07042005></SPAN><FONT size=2></FONT> </DIV></DIV></FONT></BLOCKQUOTE></DIV> <DIV></DIV> <DIV> </DIV></FONT></BODY></HTML>