Executive Spotlight: Heather Chastain, the President of Celebrating HOME

Executive Spotlight: Heather Chastain, the President of Celebrating HOME

From the DSEF: We’re excited to continue our blog series featuring top executives in DSEF-supporter direct selling companies today! Every few weeks we’ll introduce you to another top executive, and they’ll share their thoughts on Direct Sales, Ethics, Social Good, and why they support the DSEF.

Today we’re thrilled to continue this series with Heather Chastain, the President of Celebrating HOME. We’re thrilled to have Heather share her thoughts with you today. Enjoy!

Executive Spotlight: Heather Chastain, Celebrating HOME

Heather Chastain

What is the name of your company, and how did you become involved with the company?

The name of my company is Celebrating HOME. Celebrating HOME was formed 4 years ago through the combination of Home & Garden Party and Home Interiors. I served as President of both Home Interiors and Home & Garden Party and the opportunity to combine the best of both and relaunch under a new brand was extraordinary.

What did you do before you got involved with the company?

I have been involved in direct selling for the past 17 years serving at BeautiControl (a subsidiary of Tupperware) before moving to Home Interiors in 2006. My background includes experience in several disciplines including manufacturing, operations as well as marketing and field sales management.

What do you love about your company?

I love that Celebrating HOME believes in supporting the total person. We recognize that men and women are many things – they are parents, friends, neighbors, members of their community as well as direct selling professionals. We are committed to helping people become stronger individuals – regardless of their background, education or income level.

What makes your salesforce amazing?

Our salesforce is truly remarkable. Their resilience during such massive change has been very impressive to see. They have passion for what they do and, most importantly, a heart for everyone. They are real people, many from humble backgrounds and they are living first-hand the transformative impact that this industry can have on an individual life.

Ethics is an integral part of DSA membership. How do you ensure your company maintains the highest level of ethics?

Our company has a strong foundation in Christian values and we promote honesty and integrity in all that we do. This makes it fairly easy for us to ensure that all our representatives keep a standard that DSA can be proud of. Of course, we talk a lot about it, too. We make sure that we remind all our leaders at every opportunity that this adherence to a high ethical standard is what sets us apart from so many other organizations out there. We link to the DSA code on our website and make sure that our field promotes that to their prospects as well as customers.

Social good is another essential element of direct sales. What kind of social good campaigns does your company participate in or run?

Our company launched the Celebrating Hope foundation last year. This was a way to focus our long history of giving under a common umbrella. While our field has raised significant money for charities like Habitat for Humanity, American Cancer Society, Make A Wish, Wounded Warrior and Living Water Foundation over the years, they are all linked by the common element of helping bring families together.

Your company has been a Direct Selling Education Foundation supporter. Why do you think the DSEF is important?

The DSEF is a critical element for DSA member organizations. They are on the front lines, building trust in the marketplace and enhancing the industry’s reputation for all of us. The real question is why would a DSA member company NOT support the work that the DSEF does? They are committed to educating government officials, consumers and prospects alike about all the good things that Direct Selling brings to so many people across the nation.

Thank you, Heather, for sharing your thoughts with us. We are grateful for the support of companies like Celebrating HOME, that help us to spread the message of ethics, entrepreneurship and integrity around the world. We appreciate you!

Free e-book “Business Owner’s Road Map to Success.” It has over 50 pages of techniques for everything a small business owner needs to master, from business planning and ethical selling to a success mindset. It’s all there and it’s free for you. To get it, just “Like” our Facebook Page here: http://on.fb.me/KsIN6P Pass it on!

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Creating Buzz For Your Business

Creating Buzz For Your Business

When starting a business, it is important to focus on the providing a quality product, and consider how best to deliver it to your customers. However, none of that will matter if no one knows about your product. You must get people talking about your business, sharing information about it on the internet, and recommending it to others. This creates a buzz that will bring customers to your door.

Highlight personal success stories as well as hardships. When discussing your business with others, it pays to set yourself apart from others by sharing how you got to where you are. What led you to the decision to run your business? What obstacles have you faced and overcome along the way? How have you achieved your goals thus far? What makes you passionate about this business? Answering these types of questions will show others that because your business is a personal victory, that you are dedicated to providing customers with nothing but positive shopping experiences.
Reach out to those who have inspired you. There are no doubt a number of people who have influenced your decision to start a business. These might be former teachers/professors, family members, friends, fellow business owners, etc. Don’t be afraid to contact them to share your accomplishments, thanking them for being positively influential in your life, and offering them V.I.P. customer status for inspiring you to achieve your dreams. You never know where it might lead. For example, a former dancer has started her own studio and reaches out to her childhood dance instructor to tell her the good news. Not only does the instructor offer her valuable professional advice, but she offers her services as a master class guest teacher to bring in new clientele. Those who have taught you well can likely continue passing on their wisdom and experiences.
Blog about your business. Blogging not only allows you to share information about your business, but it affords you the opportunity to interact with current and potential customers. Regularly participate in the conversation that occurs in your blog’s comments section, and do the same for others’ blogs. Tip: Add video. A humorous and unique video either on your blog or business’s website can create immediate buzz by drawing the attention of a larger population. If you really execute this well, your video has the potential to go viral; the exposure provided by a viral video can be a turning point for a startup business from which it grows to the next level.
Make a major announcement. Sometimes, business owners are successful at creating an initial buzz, but sustaining that attention is difficult. One way to keep your business at the forefront of the people’s interest is to make a major announcement, like a new product, contest or promotion, equipment upgrade, improved facilities, or competitive price cut. Create anticipation of your announcement by referring to it in marketing materials with an emphasis on the upcoming date. When you do make such an announcement, it should be done in such a way that no one is likely to miss it. For example, a local bakery announces that it will be creating an audition reel for a major reality competition show for chefs and wants to include its customers on the tape. The bakery’s owner sends out electronic and paper mailings as well as posts a large banner on its storefront offering a free cupcake to any customer who shows up to appear in the audition reel. The bakery becomes a full house on the day of shooting, and aside from drawing in so many customers, the owner walks away with plenty of quality footage to submit to the network.

Creating buzz for your business is an effective technique to attract new customers and maintain current ones. How do you create buzz? Please share your ideas below!

To get your free copy of the eBook, click here: 15 Days to Greater Success. You can download it from our Facebook Page. And while you’re there, you can download our other free eBooks too: Business Owner’s Road Map to Success, Creating Your Success Mindset, and Reflections on Success. They’re all designed to give you an edge in your business, and help you focus on the daily practices that lead to your goals.

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Customer Service Checklist

Customer Service Checklist

As a small business owner, providing excellent customer service should be one of your cornerstones. The personal touch you provide is one of the main reasons why people will choose you over larger stores and corporations. The list below provides tips for providing an outstanding customer service experience every time. How well does your business measure up?

Focus on the positive. Having an optimistic point of view can go a long way. Your sunny disposition will rub off on customers. You of course want to be genuine, but make the effort to put a positive spin on any situation. For example, a customer may say that she just doesn’t know where to start in improving her look with makeup. The salesperson replies, “Why don’t we start by working on those dark circles under your eyes?” This could make the customer feel self-conscious, and she leaves hurt, angry, and in search of a different business. The salesperson should have taken a positive approach by saying something like, “Let’s start by finding some color to bring out those gorgeous brown eyes of yours!” Always focus on the positive to make your customers feel special and appreciated.
Be helpful in your initial engagement. Those first impressions you make on customers are lasting ones, so focus on being a helpful ally in their quest to find what they are looking for. One way to do this is by asking questions about them to give you some insight about how to tailor your services to their needs. Get a sense of where they are in their lives (job, spouse, children, friends) and what interests them (special skills, hobbies). For example, someone selling clothes learns that a customer has just become an empty-nester and is about to travel around the country with her spouse for the first time in two decades. Knowing this will help the salesperson select products that would be of most use to this particular customer, and the personal attention provided will keep the customer coming back again and again.
Hold their hands through the process. If there are any specials steps to buying from you, such as ordering, delivery, or paperwork, take the extra step of filling out the paperwork for the customer and explaining the process clearly. If a customer needs to go online to find a particular item, do it for them. Eliminate any stress the customer might experience from having to take an additional step, and take care of it for them. This is excellent customer service that will keep them coming back to you and your business.
Follow up quickly. After a customer shops with you, personal follow up can really set you and your business apart. Make sure you get contact information from each customer, and ask how they prefer to be contacted. Make sure items were delivered, that the order is complete and accurate, and that the customer is satisfied. Quick follow-ups show customers your desire to please, and lets them know that their business is important to you.
Ask for feedback. Don’t be afraid to ask your customers for feedback. Ask the customer what they thought of the shopping experience, and what would make the experience even better next time. Most people won’t initiate feedback, so it’s your job to seek it out and use what you hear to improve. It takes a thick skin to do this sometimes, but it’s a highly effective way to improve and grow your business.

Customer service requires a genuine desire to help others, which will help you stand out from your competitors.

Is there anything that should be added to our list? Please share your ideas below!

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Tips for Reducing Financial Stress

Tips for Reducing Financial Stress

The burdens of managing one’s finances can put a tremendous amount of stress on even the most easy-going person. Whether you make $10,000 a year or $10 million, there are some straightforward steps you can take today to ease your personal and/or professional financial stress. All it takes is some commitment, honesty, and a little bit of time.

Organize. You should have a system in place for managing incoming bills and other paperwork related to your finances. Some people prefer the conventional pencil and paper method, while others use software such as Quicken to track their income and expenses. You may like to pay your bills online through your bank’s website, or you might want to write and mail checks to each payee. The best solution is the one that you feel most comfortable using and is efficient for your needs. Furthermore, make sure you have a set place for where you pay your bills and a regular schedule of when you do it. For most people, twice a month is sufficient, but you have the freedom to create your own schedule. Tip: If you pay your bills online, consider taking advantage of the easy pay feature that your bank or payee probably offers, in which the amount is automatically deducted from the account of your choosing whenever a payment is due. This works best for bills that are generally the same amount each time, such as a mortgage or auto insurance payment. By having an organized system in place, you won’t have the stress of overdue or forgotten bills.
Track. In order to further reduce stress, you need to have a full picture of your financial situation. The first step is by tracking where every penny goes so you can get an accurate picture of any overlooked expenditures. For example, that $3 latte may not seem like much when you stop for it a few times a week to start your day, but by tracking even small purchases like that one, you may find that you’re spending the equivalent of a week’s worth of gasoline by the end of the month. How about investing in a cappuccino maker instead? It may wind up costing you less in the long run.
Set goals and plan. Now that you know where all your money is going, set both short-term and long-term financial goals. Perhaps you want to save up for a summer vacation; that would be a short-term goal. Saving for your children’s college education or your own retirement, however, would be a long-term goal. Using your current income and mandatory living expenses, plan for the life you want to live.
Budget. You’ve organized your finances, tracked your expenditures, and set your goals. Now it’s time to create your budget. Most people work out a monthly budget, including your income, living expenses, and a discretionary fund for spending money. Decide what you need to do to live within your means. Refer to your budget often and adjust it as needed.
Find a part-time job. Doing something that takes a few hours per week can help you supplement your income and reduce financial stress. Consider your family’s schedule, and when you might be able to work. Would a set schedule work better for you, or is flexibility important? Do you want someone to give you a schedule, or would you rather set your own hours? Making these decisions will help you find a part-time opportunity that can help you reach your financial goals.

The key to reducing financial stress is knowledge. It may not always be easy to take a hard look at exactly where you stand, but it is essential to meeting your personal and professional goals.

How do you reduce the stress of finances? Please share your ideas with us below!

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Creating Useful Content Marketing

Creating Useful Content Marketing

Building an audience that is interested in your business and all it has to offer is the main objective of content marketing. Today’s technology makes it easier than ever before to distribute such relevant content to your target market. By taking advantage of these resources, you can create and share useful content to acquire an interested following, and watch your business grow.

Provide solutions to problems. Consider problems that your target market encounters that your products/services can solve. Share these solutions online.
Re-package your present content. Just because you want to broaden your audience base doesn’t mean you have to reinvent the wheel. You most likely already have content that is worth sharing, so consider re-packaging it into a different medium, such as an e-book. With the presence of smartphones and e-readers, e-books are very appealing to the general public. The same goes for podcasts. The great thing about podcasts is that they are free; another bonus is their accessibility from a variety of devices. A little market research and an inventory of the types of technology you are interested in will help you choose the best format for your content.
Update current content. Thinking more about your current content, it is definitely worth periodic review. Some of it may only need to be tweaked, but you might find that an update or re-write is in order. For example, when reviewing your blog archives, you come across a post about interacting with customers during a product demonstration. If this post was written prior to 2007-2008, it would be a good idea to update it to include new ideas about interacting through smartphone apps. You should also review your content for new information backed by current scientific research, recent user reviews, innovative product concepts, etc. If it is relevant to your business, it’s probably relevant to your audience as well.
Change your medium. Sometimes it isn’t necessary to alter your content, just the way it is presented. For example, if your blog hits have been steadily on the rise for three years, but have experienced a plateau in recent months, experiment with changing the format. Posts made up solely of text might benefit from an occasional video, for example. Try out different media to decide which ones work best for your needs and attract your audience.

Successful content marketing contains quality in both the message and its delivery. Be sure that what you are creating is valuable to your audience and easily shareable.

How do you create and share useful content? Please add a comment below!

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Effective Sales Pitches

Effective Sales Pitches

The sales pitch: if done well, it’s one of the most effective ways to show a potential customer that he or she should definitely purchase your product. Salespeople have their own style and flair that they add to their pitches, and you should aim to incorporate your own personality and passion into yours. However, there are some general guidelines that, if followed, will increase the success of your sales pitch.

Build a relationship. Good business is all about relationships. People want to feel that they are doing business with someone who is knowledgeable, reliable, and likeable. Be sure to demonstrate that you care about their satisfaction, not just about their money or making the sale. One way to do this is to initiate conversations in which you show a genuine interest in their lives. Open with questions that allow the customer to talk about his or her family, hobbies, and other interests.
Get personal. Customers want to see who you are as a person, mostly because they want to know that you are more than a salesperson; if they can relate to you, they are more likely to form a positive impression of you. For example, one direct seller of educational books talks about her decision to change her career path during her sales pitch. In it, she shares how important it was for her to stay home with her children and be a role model to them as a strong, responsible woman. Her target market is made up of women who hold the same beliefs, so they can relate to her story and often take an immediate liking to her.
Know your audience. Using the example above, that story would not work if the consultant’s target market were made up of mostly young, career-minded single men and women. That demographic, although able to appreciate her story, would not likely see themselves in her. Make sure you know who your audience is and what would appeal to them. Remember, your interest in your customers should be a genuine one, so doing your research is essential to conveying your sincerity.
Focus on one point. A sales pitch should incorporate certain details, but make sure the focus is on one particular point (perhaps the solution your product is for problem the customer has). This point should be very clear, and everything else in the sales pitch should all be tied back to that main point. For instance, that educational books consultant focuses on her company’s commitment to providing research-backed products recommended by a variety of education experts. She mentions that this guarantee gives her peace of mind that her children will always be exposed to age-appropriate and stimulating materials. Each detail of her sales pitch is related to that point. By the end of the pitch, there should be no question as to what your main point is.

Crafting an effective sales pitch requires time, research, practice, and self-reflection. However, keep in mind these guidelines for a pitch that will increase your sales. What do you think makes an effective sales pitch? Please share your ideas below!

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DSEF & CBBB: Get More Money Now

DSEF & CBBB: Get More Money Now

This is the name of a pamphlet published by the BBB some years ago in partnership with the FINRA Investor Education Foundation. It is still helpful today. Who couldn’t use more money, right?

The sad truth is that many of us were not well-educated about how to use money…if we were educated at all. I remember a class in high school called Consumer Economics. All I learned from it was how to properly make out a check! And maybe balance a checkbook.

But how do you save for goals? Handle medical expenses? Improve your home? Pay all your bills? Take care of your student loans? Take care of your pets’ medical expenses? If you’re like me, you’ve already thought about finding a cheaper place to live or brown bagging lunch more often.

Here are some additional tips from the FINRA/BBB publication:

Lighten your load. Pay priority household expenses first, in full.
Take care of bills right away. This will help you avoid fees and penalties and it will improve your credit.
Get rid of high-cost debts. Don’t just pay the minimum balance—pay as much as you can and avoid extra purchases, until the debt is gone.
Don’t max out your credit cards. This hurts your credit rating, and increases interest rates.
Pay the monthly bill for your goal. Decide how much you can afford to spend on your goal. Then put that money aside each month, just like you would for the rent or house payment.
Remember your goal before you spend. Ask yourself: once I get this thing home, will it make me happy? Do I need it or want it? Will it get me closer to my goal? Once you handle basic expenses, try to spend on things that will help you achieve your goal.

And remember, you can keep more of your money by paying attention to the real costs of services. You’ll be singing all the way to the bank if you can avoid:

Bounced check fees.
Payday loans.
Check cashing and wire transfer service fees.
Tax refund anticipation loans.

For more tips and resources, check out www.finrafoundation.org and www.bbbmoneyhnow.org.

DSEF and Council on Better Business Bureaus (CBBB) fosters honest and responsive relationships between businesses and consumers—instilling consumer confidence and advancing a trustworthy marketplace for all.

About the Better Business Bureaus
As the leader in advancing marketplace trust, Better Business Bureau is an unbiased non-profit organization that sets and upholds high standards for fair and honest business behavior. Every year, more than 87 million consumers rely on BBB Business Reviews® and BBB Wise Giving Reports® to help them find trustworthy businesses and charities across North America. Visitwww.bbb.org/us for more information.

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Saving Up For Something Big

Saving Up For Something Big

Guest post by Michelle Willits, CUNA

Second grade: Nintendo DS. Fourth grade: iPod Touch. Sixth grade: Alienware computer. As my son nears the teen years, he has more expensive items on his “big wish” list. He knows our budget can’t handle purchases like that, so he is working to save for it.

After becoming a single mom, I put even more emphasis on sticking to a budget. He’s aware of how much his shoes cost and steers clear of the expensive ones that his classmates have (and outgrow quickly). He likes to calculate cost per unit for me at the grocery store. He declines my offers to bring home dinner from Subway or McDonald’s, citing the cost. (It’s not the money, sweetie. It’s “Mom is too darn tired to cook tonight so she’s spending the $11.74 for dinner.”)

We talk about how you have to save for the big stuff—he saw me do that when I bought my road bike last year. I took the money previously allocated to craft supplies and redirected it to my bike fund. What’s nice about that? I have an awesome bicycle that gets me out and moving, and I have a lot fewer unused or unnecessary supplies stacking up.

Once he decided he wanted the DS and, later, the iPod, he saved everything. All of his allowance, all of his birthday money, all the “fun money” that his grandparents and aunt sent him. When he got a pre-paid gift card, he “sold” it to me in exchange for cash that he could save.

My 12-year-old’s funds are primarily electronic. Every month, I deposit his allowance into his credit union account. Any money received as a gift, he gives to me to take to the credit union. (I’m lucky—I have a branch on my work campus so it’s convenient for me to make the deposit for him.) I bring back the deposit slip, and he knows where he stands.

Now, my son’s goal is a high-end computer system that can handle graphics-intensive online video games. Pretty much every penny is going toward the computer fund.

Well, almost.

The $2 he earns per week taking out the trash for our elderly neighbor? Generally that goes to buying songs or apps from iTunes. I admit, Mom doesn’t begrudge him when he may want a couple of extra songs. I’m pretty sure my mom covered the cost of a Commodores, Styx or Billy Joel 45 for me on a few occasions.

Even cooler, he is doing research to find out what computer would make the games run better, what keyboard and mouse are compatible, and what speakers have the best sound. He’s investigating the how-to for using his TV as a computer monitor, bringing his overall cost down. He’s determined to get the best computer system for the money he has, and he’s willing to save until he gets there, which looks like mid-August at this point.

I’m just afraid his next savings goal is going to be … a car.

Michelle Willits is manager of new alliances at CUNA Strategic Services in Madison, Wis. She joined Credit Union National Association in 2003 as a web associate editor for News Now. Michelle worked in newspapers in Montana, Illinois, Colorado, and Nevada before moving to Wisconsin. A 1988 graduate of the University of Montana-Missoula, she is involved with the UM Alumni Association House of Delegates and the UM Alumni Band. Her 12-year-old son rocks.

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How to Reach Your Sales Goals

How to Reach Your Sales Goals

You can make your sales goals whatever it needs to be. If it needs to be a full-time income or if it just needs to be monthly gas money or disposable income, then it can be that as well. Whatever your reasons, you’ll need specific goals in place. Here are some suggestions that will help you achieve our objectives.

Know what makes your customers happy. Your customers’ satisfaction may come in the form of product, excellent service, convenience, a personalized shopping experience, or any combination of those things. Part of your job is to find out what you can do to make your customers happy. For example, one of your customers is placing a rather large order at a home party. You give her the subtotal, which she had already calculated in her head. However, when she hears the grand total that includes tax and shipping, she is unpleasantly surprised by the steep price of shipping, and starts to hesitate about wanting to place such a big order. You can help make her happy in any number of ways. Perhaps offer discounted or free shipping if she gives you three referrals or books her own party; another idea would be to send her home with a free gift to thank her for her business. Don’t let a customer walk away because you weren’t willing to find out how to make the person happy.
Identify customers you can make happy. A harsh reality is that not everyone is able to be satisfied by services that you can provide. Don’t waste your money or time trying to reach clients who do not have a need for your product. Focus instead on your target market; what types of people would benefit the most from your product or service? Identify them by age, marital status, lifestyle choice, personal interests, etc. For example, if your company specializes in educational books and toys, your target demographic consists of parents and/or educators of young children. For the most part, adults without children don’t have a use for your product line. Sure, there will be the occasional non-parent who wants a gift for a nephew or friend’s child, but that is not where the bulk of your sales will originate. Your business will benefit from knowing whose needs can be satisfied.
Know that each client has a unique problem to solve. You’ve already heard that a key component of direct selling success is to market your product as a solution to a problem. You should also be aware that different customers will have different problems. Your customer who works full-time and often travels on business may be looking for quick and healthy meal solutions that she can take on the go. This problem, albeit similar, would require a different solution for the stay-at-home mother of three whose demand for quick and healthy meal solutions also includes something she can make a lot of for her large family and have enough for leftovers. The more you can find out about a client, the better able you will be to personalize your services.

When setting your sales goals, keep in mind the basics of how to make a sale, but as you grow your business to meet your needs, focus on what you can do to find the best return on your efforts. What do you think should be added to this list? Please share your ideas below!

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Conversations That Help Improve Your Business

Conversations That Help Improve Your Business

Maintaining relationships are essential to the success of your business. In this era of social media, it is easy to send a Facebook message or text to a contact instead of having a face-to-face conversation. However, there are times when interacting in person is appropriate and more effective than other methods. The following situations are opportunities for you to have conversations that will improve your business.

Face-to-face conversations to have with:

Clients – Once a month, you should meet with your clients to discuss the future as you continue doing business together. Even if it is just to touch base on a recent project or transaction, regular meetings with clients demonstrate your commitment to their satisfaction. Additionally, these meetings will give you both a chance to analyze and reflect upon where you see the business relationship going. For example, the owner of a local coffeehouse should meet with his baked goods supplier about once a month to go over possible new menu options, changing dietary demands of his customers, and price points. The supplier can then use this time to suggest new recipes and delivery schedules. Tip: Meet with clients to ask for suggestions. Talking solely about matters relating to sales will only show that you are thinking of how the relationship affects you and your business.
Prospects – Connecting with prospects can have many benefits. If you’re a direct seller who has discussed your opportunity with a prospect, schedule a face-to-face follow-up meeting where your prospect will prepare any questions he or she has thought of while considering a decision. It can also be a chance for you to alleviate fears, build confidence, and share materials. Meetings conducted in person have an advantage over phone calls because they show prospects that they are high on your priority list; they also allow both parties to rely on visual cues, not just verbal ones. Prospects should feel comfortable with a possible sponsor, and face-to-face meetings help them get to know you.
Mentors – Even if you are operating a successful, profitable business, it is a good idea to meet with your mentor every now and then. Pick the person’s brain about the industry, their experience with changing economic climates, and ideas about how to grow your business even further. Most industries are always evolving, and a mentor will be able to give you useful information and help you stay on top of what is current and relevant for your business. If you get to a point where it seems your mentor cannot teach you anything new, it’s time to find a new mentor. When your business changes, your needs also change.
Other salespeople – Whether it’s someone else in your field, or just another local business owner down the block, reach out to other salespeople to brainstorm ideas about how to work together to improve business. Contacts like these are also great for motivating each other to continue despite setbacks and sharing ideas about common goals. Surround yourself with other businesspeople who strive for success, and you will be consistently motivated to strive to reach your potential.

Making time for face-to-face conversations is not always easy, but failing to do so will cause you to miss out on some wonderful opportunities for business growth. What other types of conversations do you think will improve your business? Please share your ideas below!