Of course, you do! Without sales, you don’t need production or even marketing. In fact, your whole company is supported by sales.

We like to say, “Regardless of what their organization chart says, all companies only have only two divisions, sales and sales support.” In other words, if you’re not in sales, you’re in sales support. You are there to support sales.

So, how can you improve sales this year? Here are our top five tips to do just that.

1) Believe in your product

Sales is frustrating more times than not. The sales cycle always take a lot longer than you expect. Meanwhile, you’ve got bills hungry for bucks. It can get downright discouraging.

What keeps you going? A deep belief in your product and the benefits it will provide your customers.

But it’s not enough for you to believe in your product. Your whole sales support staff has to believe as well. It’s not only what keeps them going — it’s what keeps your people engaged in the sales process. It’s what encourages them to come up with solutions to sales challenges. Everyone they talk to will know they believe in your product.

To read the complete article, please visit The Business Journals 

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

The post 5 Tips to Sell More This Year appeared first on The Barefoot Spirit.

In the top-down structure of the classic pyramid company, production and marketing have a higher status than sales and customer service. Products are pushed down to the salespeople to sell. And if any complaints try to come back up, you guessed it, they are kept down by the customer service people.

Some companies actually rate their customer service people by how few complaints escalate up to management. We think this limited view of the customer service is not only unfair, but it’s unprofitable, wasteful, and ultimately unwise.

Why? Because this view of customer service ignores the fact that, except for your salespeople, your customer service people are the only ones in your company who talk directly to your customer every day. They know what your customers like …and hate about your company’s products. They know about your competition. They hear daily suggestions about how to improve your products. They know when and where your products are out of stock. And they are the ones who can turn your complainers into advocates.

In fact, we don’t call it “Customer Service.” We call it “Customer Intel.”

The Two-Division Company

A popular keynote we present for large companies that want to engage and empower their people with the entrepreneurial spirit is “The Two Division Company.” The two divisions are Sales (which includes Customer Service) and Sales Support  (everybody else from the CEO to the receptionist).

Customer Service – Resolve Issues, Win Back Customers & Get Feedback

A customer can only give you two things: their money and their feedback. The feedback is extremely valuable. That’s because it is the information you need to keep your goods and services relevant, stay on top of your distribution system, and stay ahead of your competition. In other words, it’s the information you need to stay in business!

Unlike the focus groups and market studies that the marketing people spend thousands on, the information your customer service people get is unfettered, unbiased, and timely. And it comes from folks who care enough about your company to call and complain. Many are brand advocates seeking resolution for their favorite brand, the brand they’ve told their friends and neighbors to buy. Now that brand let them down. If they can get resolution they won’t feel obligated to go back and tell everyone they know about the problems they ran into. Instead, they will celebrate the problems and the solutions as validation for their continued advocacy.

Once their problem has been resolved, they can provide vital information you need like: Where did they buy it? Was it in stock? How long have they been a customer? Have they been satisfied with it in the past? What suggestions do they have to improve your products, marketing, and service? Will they recommend your brand to others?

Formal Lines of Communication Focusing on Sales & the Customer

If you don’t have it already, we recommend that you at least establish formal lines of communication between sales and customer service on the one hand, and production, marketing, and management, on the other. By focusing on sales and the customer, instead of divisions of labor, specialization, and chains of command, some of those complaints and suggestions can find their way back up into the company structure where they belong to keep your products relevant and competitive.

Why not start today by renaming your customer service department, “Customer Intel” and benefit from what they hear from your customers? They can do much, much more than complaint resolution.

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

The post Does Your Company Have a Customer Intel Department? appeared first on The Barefoot Spirit.

A positive company culture is what we relied upon when building the Barefoot Wine brand into a national best-seller. Here’s how we did it:

1. The money map

When we hired people, they were give an infographic showing the circuitous route the money took to get to them from the consumers, moving through the retailers and distributors and eventually into their paychecks, bonuses and benefits. This was not just a great educational tool from an orientation perspective, but it was a great way to set the stage for a company culture of sales.

2. The two-division company

Unlike the typical pyramid structure with the CEO on the top followed by the C-suite and then the myriad of divisions and departments, our organization had just two divisions: Sales and sales support. Everybody who was not in sales was in sales support, including the CEO, receptionist and accounting, marketing, product development, and production.

Why? Because without sales there would be no income. If you really believe the customer should be on top, put sales on top and have everyone else support sales.

To read the complete article, please visit The Business Journals 

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

The post ​7 Steps to Infuse Entrepreneurial Thinking Into Company Culture appeared first on The Barefoot Spirit.

If you want to be disruptive, talk to everybody who touches your product. You will soon discover things that folks who have been in the industry for years, and even generations, have overlooked.

Often times in established industries, the top decision makers are isolated and insulated from their workers. They are more concerned with justifying the way things have been done in the past. Even if the workers have a big problems with those practices, chances are they are never heard them at the C-Suite level. Their complaints, suggestions and insights are usually lost in the top down structure of the company itself. Besides, what do they know? They should stop complaining and just do what they are told, right?

Wrong! Their insights are golden! As naive outsiders, we didn’t know any other way but to approach the wine business from the ground up. We started by asking a Bottling Line Manager what our label should look like. This is a guy in overalls, sporting a heavy tool belt, with grit from a full day of working on a humongous bottling machine that needed repairs and adjustments every 20 minutes!

He said, “Well, I’m no expert, but I can tell you that most of the wines we bottle have labels with lots of white space around their logos. They’re easy to read and they don’t have a bunch of curly cues.”  By using his suggestions, we designed a label that today is the fastest selling in the wine industry!

Later when we got into interstate sales, we would hear our brokers and distributers say, “Your product is just not selling in certain stores!” and, “You can’t expect to be a big hit everywhere.” And then they would always add, “Maybe you should reduce your price and send more marketing materials.”

Eventually we decided to check for ourselves on those stores where our product was “not moving.” One such store was part of big chain where our product was moving well, just not this particular store.

When we got to the store and made friends with the clerk, he showed us it wasn’t even on the shelf and our shelf space was taken by a competitor. But why? We went in the back room and discovered that the wrong type of wine had been delivered. It was ours all right, but not the type they had ordered. And it had just been sitting there – for months!

When we went to our local distributer’s Sales Manager he passed the blame on to the “those warehouse guys.” When we went to the Warehouse Manager, he blamed Eddie the Forklift Operator who picks out the goods for delivery.

We came back at midnight when Eddie’s shift began. “So, what’s up with the wrong product delivery, Eddie?” we asked. “It’s so dark in here and the labels are so small it’s a wonder that anything get delivered right,” he snapped. “Well, should we make our labels bigger?” we asked. “No,” he said, “Just put each type in a different colored box!” We did just that! It reduced our missed deliveries, and increased our sales all over the country. Plus, now the clerks loved to stack “those colorful boxes.”

Our business thrived on the insights of people in “low” places. Yours can too! Learn to make friends in “low” places, and pay close attention to what they have to say.

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

The post Get Some Diamonds from the People Doing the Actual Work appeared first on The Barefoot Spirit.

There’s an entire industry out there blowing up your inbox with carefully worded emails promising everything from a 4-hour work week to a bestseller in a weekend, from hundreds of thousands in speaking fees to online riches in an instant. They think we all are so afraid of doing any real work, spending any real time or growing slowly but surely, that just the thought of all that work, and all the patience it requires, will surely discourage us. They think we will bite like groupers on any bait that has the promise of instant millions. They’re always sure to hold up a few examples of howling overnight successes just to get us going. It’s like the winners you always hear about in Vegas, never the vast majority who are still plugging away.

What’s really alarming is that there’s yet another industry out there. It’s higher up on the food chain, training those solicitors how to push our buttons and how to use just the right words in the subject line to get us to open that email. It’s training those solicitors how to craft the first sentence to catch our attention, how to structure the sales letter to appease common laziness and fear, so we’ll read it, and how time is running out. So buy now! Every month there are hundreds of new players, sending out hundreds of new emails, blowing up everybody’s inbox! Most of the solicitors have bought into the idea that everybody wants overnight, instant, effortless success, all at their fingertips.

It’s like a big chain letter. Don’t be the last person to buy it! Here in California we have a saying, “The people who got rich in the gold rush were selling shovels to the miners.”

We have a colleague who spent seven years building his email list to over 100,000, then over thousands of emails, funneled it down to 500 who were actually buying. But now they are buying less and less and demanding cheaper and cheaper products. And what about the 95,500 who got all those emails they didn’t want? Nobody’s talking about those relationships that have certainly been compromised.  But the people who sold our colleague the infrastructure, gave him the training, and took his money are the ones who made the real dough. And they will continue to do so as long as there is an email marketing “gold rush.”

So where is this going? We’ve already stopped opening 80% of our emails! How about you? Sure there are a lot of well-meaning solicitors out there but they are being drowned out by the sheer number of irrelevant offers. It’s hard to know who to pay attention to any more.

Most real successful people will tell you that it took many years of concentrated effort. Sure, there’s a hint, a tip, or a lesson they can share that will save you time and money, but ultimately,  success requires hard work, patience, and tenacity! It did for us. Sorry, it’s not the shiny-ball promise of overnight success you read about in your inbox. It’s the tried-and-true approach that has a much higher chance of real success. Find out what the real work is, get a good gold map, commit to a long slog, and watch out for the shovel-selling hype-sters!

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

The post How Your Impatience is Used Against You appeared first on The Barefoot Spirit.

So why weren’t we equally excited? Our experience building a national brand had sobered us to the stark, cold realities. We didn’t want to pop their balloon, but we also didn’t want them to fail. Our response was “Now you’ve got some serious work to do!” Then we spent some time explaining the actualities of the situation and all the implications, good and bad.

On the good side, they have achieved an opportunity to demonstrate massive sales and customer demand.  They would be golden if the local manager who allowed them in her store would recommend them to others in the chain and possibly to the regional manager. If they went on to perform as well regionally, they have a good chance of going national, and possibly becoming part of the national chain’s “set” (the approved diagram for product positions on the shelves of all their stores). YAY!

The key is if they can quickly demonstrate massive sales.  Remember, sales to a buyer means scans. The buyer only sees the screen in front of her, not the back room, not the programming, not the shelf, and not the condition of your package, signage or pricing. Just the number of scans. Mistakes can be made that can result in “reasons” why your product is not scanning. The buyer doesn’t care. She just sees scans.

Here’s our checklist of typical sales stoppers new startups are generally unaware of, but successful producers learn sooner or later:

Backdoor scan number. If it’s a test market, then the UPC and other tracking numbers may be entered manually. One digit off at the back door will result in product rejection and the buyer will see no “sales,” or scans.

Reorder scan number. If the reorder “ticket” that fits into the pricing slot under your product is wrong, missing, or upside down, your product will not be reordered, resulting in fewer sales.

Pricing Tag. If the invoice was wrong or misread, the price will be wrong on the shelf and your consumer won’t buy it because it’s too expensive.

Out-of-stock. If it’s not on the shelf (because it’s not delivered, or it’s still in the back room, or it sold out and was not quickly reordered), it is not available for purchase. Now your customer thinks you are unreliable, and the store buyer sees a slow mover.

Front Door Register Scan number. With any test market item, manual input is subject to error. Even though it’s scanning at the register, if there was an error in the entry, your sales are credited to another product.

Blockades. Someone put the potato chip stand in front of your products. They can’t be seen, or, consequently, purchased.

Label damage. Poor handling or outright competitor sabotage result in damaged labels, stopping sales because your product looks like damaged goods.

Adjacencies. Your product looks too expensive compared to the products surrounding yours.

Shelf Position. You are on the bottom and can’t be seen. You are new on the shelf and overlooked.

Notice that none of these has to do with your wholesale price, package, marketing, quality, or wholesale availability. Yet they can result in a reputation as a slow mover or non-starter, concluding in a discontinued item.

If you fail in the test market, you are permanently exiled from the chain! So when you get that big break, it’s “ALL HANDS ON DECK!” Focus as many people as you can on the “test” stores. You will be amazed at the number of sales stoppers you will find and fix –IF YOU ARE PHYSICALLY THERE!

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

The post 9 Ways Consumer Products Are Discontinued Right After They Are Approved appeared first on The Barefoot Spirit.

Last time we examined the first 5 selling seasons of the year: Martin Luther King, Jr. Day, Valentine’s Day/Presidents Day, St Patrick’s Day/Easter, Memorial Day, and Independence Day. Now let’s take a look at the remaining 4:

Labor Day – Starts the day after Independence Day and runs for 2 months. This is the “official” end of the summer and the beginning of back-to-school days. This is the last chance of the year to promote anything “summer” such as picnics, outdoor activities and summer vacations.

Halloween – This is another relatively long, 2-month plus selling season interrupted only by Columbus Day, which, although a Federal 3-day-weekend holiday, does not sport a “Columbus” theme with much popularity. Although Halloween is not a 3-day-weekend holiday, many Americans enjoy celebrating it, and the markets are decorated with the fall harvest color theme of gold, orange, brown and rusty red. Plus, there are the mandatory pumpkins and goblins.

Thanksgiving – The time between Halloween and Thanksgiving is just over 3 weeks. Now we are officially into “The Holidays.” With the addition of Veterans Day on November 11^th which is also a Federal Holiday, the dominating theme during this period of time is family, food, and home. Discover how your product or service fits in, and how you can best present your offerings in a way that compliments these predominant themes.

Christmas-New Years – From Thanksgiving to New Years is about 5 weeks and the theme is holiday shopping, home, family and friends. Vacation time adventures, snow recreation, and year-end themes also abound. This is the most competitive time of the year for many businesses but a relatively slow time for others that rely on fair weather. Savvy consumer products marketers will have already pre-sold displays to retailers many months prior. They will be watching their inventory to replenish it when it depletes at every level including the supplier, manufacturer, distributor, and retailer warehouses. They will also be watching the retailers’ shelves for out-of-stocks. They will point out that retailers can order more without fear of over stock because they can sell off any unsold balances during the Valentine’s Day- MLK Day selling season starting January 2. This also is the last chance for brand builders to move product that will be counted in the total sales for the year. Those numbers will be critical in January when most buyers make all their buying decisions for what to keep and what to discontinue for the coming year.

The key to seasonal selling success is to look at the year in advance and decide how your products and services can work with the various holiday themes that already exist in the marketplace. Make plans sufficiently in advance so you can reserve the space, pricing and programming, and have all the celebratory materials designed, produced and delivered in ample time to take advantage of these seasonal opportunities.

Seasonal selling seasons are going on whether you jump on them or not, so get with the program and plan ahead!

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

The post The 9 Selling Seasons: Seasonal Selling Can Get You More Sales, Part 2 appeared first on The Barefoot Spirit.

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

The post C-Suite Network – Sales and Consumer Care May Know More About Your Customers Than Marketing and Production appeared first on The Barefoot Spirit.

Then you’ve delivered that experience. Your product was in stock, priced right, and provided exceptional value. But then, something went wrong. Maybe it was a quality control problem. Maybe it was the way the customer was treated by a clerk. Or maybe it was just a misunderstanding. So they called your 800 number to seek a solution.

All that great work you and your team have done to create exceptional customer experience is suddenly at risk. Your customers don’t judge you so much by how well you do when you are doing good as by how well you do when you’re doing badly.

But when you’re doing “badly” who do they call? They call your customer relations people, and how your customers are treated on that critical phone call can make or break their opinion, their loyalty, and their message to friends, relatives and colleagues. Because they have been advocates for your brand, now their personal reputation is on the line and they feel obligated to spread the word about how you handled their problem.

How your customers are treated begins with how you treat your Customer Relations people. Do you see them as “Customer Care” or “Complaint Resolution?” Are they relegated to a lowly status near the bottom of the organization, or are they elevated as the source of current feedback from the customer to keep your products and services relevant?

We think Customer Care is where the rubber meets the road. Complaining customers are gold mines of information and the perfect opportunity to turn disappointment into advocacy. They are already fans and believe that their favorite brand will make things right. Remember, for every one customer who takes their precious time to complain, there are thousands who don’t. They simply buy your competitors’ product. The Customer Care Department makes the most powerful lasting impression, and the customer information they collect should guide your production and marketing people.

So what is your complaining customers’ 800 number experience? Do they spend what seems like an eternity making selections, being shunted around, and repeatedly giving personal data to a recording that never gets to the live representative? Are they abused by long wait times, wrong transfers and drop offs? When we call an 800 number with a complaint, we hope they really are recording it and more importantly, top management listens to not just the dialogue, but the transfers, holds, and drop offs. Chances are you’ll never hear how many of your customers get so frustrated that they just give up because that is not measured.

But when a real person, who understands how important the call is to their company, takes it on the second ring, the results can be much more effective than any advertising. For one thing, you know the caller is outspoken. For another, you know they have already chosen your product. If they are treated like VIP’s, they will sing your praises like never before. And nothing speaks more loudly about a great customer experience than the way your company handled their problem.

Dollar for dollar we think your investment in quick response telephony, adequate call center staffing, generous credits, and solid lines of communication from customer service to production and marketing are your best investments in a positive customer experience.

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

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This week we were the Executives in Residence at one of Canada’s premier universities, the University of Lethbridge, with campuses in Calgary, Edmonton, and Lethbridge.  In addition to delivering keynotes to several hundred students, faculty, and business leaders, we are also speaking to individual marketing and business management classes about the lessons we learned building the Barefoot Wine brand.

One professor asked us to speak about how we conducted marketing research and acquired information before the launch of our product.

When Barefoot started, we didn’t have a preconceived idea about what we wanted to do. We knew only that it was going to be a wine product.  Barefoot Wines was the end result of our efforts to collect a long over-due debt for a grape farmer. Instead of cash, we did a trade for bulk wine and bottling services.

Now we just had to transform the raw materials into cash to pay the debt. But not so fast! This meant that we had to find a buyer for a finished, branded product. We had no idea what was needed or how it should look, but we knew that the chain stores were buying wine in huge quantities, so that was where we started.

We did something that in retrospect seems obvious, but it wasn’t obvious to any marketers with previously designed finished products. Rather than pitch the features and benefits of what we created, we asked the largest buyer in our region what he needed. What he told us was the key to accessing the market in the first place. Never mind the way the brand developed and succeeded. It had to get into the market first.

We acquired the critical marketing information we needed, not from pouring over piles of data, not from extensive focus groups, and not even from interviewing successful brand owners in our industry. We didn’t have the funds nor the time for that approach.

Instead we asked the consumers what they wanted, the warehouse workers how to assure correct deliveries, the clerks what products got the greatest reorders, and the bottling line managers what labels they bottled the most. We asked the retail buyers what price the market would bear for what kind of package and product. Then we worked backwards to develop our product, logo, and budget.

We didn’t realize it at the time, but due to our time pressure and being industry outsiders, we actually collected better, more current, and more relevant marketing information than if we had approached the challenge in a more traditional way.

In fact, the Barefoot brand concept could not have originated from within the wine industry at that time, nor could it have originated from any conventional approach to marketing research. It would have been prejudiced by the way questions were formulated and the way things had been done in the past.  In an effort to copy or compete with other successful brands in the space, Barefoot would have turned out just like them. Barefoot was out-of-the-box because it’s founders where never in the box and had the audacity to ask everyone who touched their product for advice. They collected marketing information from the people who physically dealt with products in their category every day. Most had never been asked before.

We laud the management and marketing curriculum at Lethbridge University because it incorporates the experiences and learnings of real-life successful entrepreneurs who overcame the toughest challenges in new and creative ways. We are honored to be a case study and adjunct to their commitment to create the next generation of business leaders.

Who We Are

Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.

Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.

They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.

Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.

To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.

The post University of Lethbridge Teaches Marketing and Management with Real World Experience appeared first on The Barefoot Spirit.