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Direct Sales Lessons from Notre Dame
Whether or not you are a fan of the Notre Dame Fighting Irish, everyone should add ‘Attend a Notre Dame Football game’ to their bucket list. It truly is an experience like no other. And, as the above title suggests, there are also some direct sales lessons that can be learned from a trip to Notre Dame.
First it’s important to understand a bit about the Notre Dame Usher program. I’ll give you examples of their outstanding customer service, then hopefully you can transfer this knowledge to your own direct sales business.
Notre Dame has almost 900 ushers who work each game. They each know they are Ambassadors to the University. They represent a one of a kind institution and must reflect that at all times. One thing you will hear over and over is “Welcome to Notre Dame” “Welcome to Notre Dame” “Welcome to Notre Dame”. No substitute will do. Ushers are required to welcome anyone who comes across their path. Saying nothing is as bad as just saying “Hi or Hello.” It’s “Welcome to Notre Dame”. The first time guests are pleasantly surprised and the return guests have come to expect it.
Also, another term you will hear repeatedly is “How may I help you?” Not, “Do you need any help?” and not “Let me know if you need any help?” “Do you know where you’re going?’ is totally unacceptable – it implies the guest is an imbecile. Instead, “How may I help you?” is stating the fact that I am here to help you; or that “There must be something that I can do to make your visit more enjoyable.” Under no circumstances must a guest need to ever ask an usher, “Can you help me?” The usher should have already inquired as to HOW he/she can help.
Another prohibited response is, “I don’t know.” Rather, it’s “Let me find someone who can help.” And at that point, the usher would walk with the guest to another usher who will have the correct response. “That man in the white hat will know” is also something you should never experience at Notre Dame. “Let me find someone who can help.”
It’s quite simple actually – “Welcome to Notre Dame. How may I help?” – two small sentences that speak volumes and are so very important to the Notre Dame mystique. Paying attention to these powerful details is one of the reasons that even visiting team guests who have blatant disdain for the Fighting Irish, will send letters and post online about how they were pleasantly surprised and impressed at the hospitality shown to them during their stay in South Bend.
If you’re interested in learning more about the Notre Dame Ushers, read Ode to the Ushers
How can you use this little illustration in your direct sales business?
- Do your new (and even veteran) team members really feel welcomed on your team? Or do they feel like they’re just a residual income to you?
- Do your customers feel like they receive added value from purchasing through you? Or do they get the impression that you are you only interested in the sale? Is there anything you do or say to your customers that would encourage them to return again to “your campus”? Or are they likely to invest their hard earned dollars elsewhere?
- Do you anticipate needs before they arise?
- Do you respond, “I don’t know?” (Or worse yet, don’t respond at all?) Or do you say, “I’m not sure, let me find out and I’ll get back to you”? It’s really ok not to have all the answers. It’s not ok, however, to not help find solutions when problems arise.
Starting right this moment, decide to run your business in the same way that the Ambassadors to Notre Dame treat all home game days. Let me know the results, I’d love to hear how this slight change is affecting your bottom line!
By the way, this year’s annual Notre Dame Blue/Gold intrasquad scrimmage is on April 24, 2010. Will I see you there?
GO IRISH!
Locker Rooms Wedgies and Junk in da Trunk
True, this is a business blog. Though, you know what they say about all work and no play. It’s important that we all take time for the lighter side of life too.
New Years is the time when many think about joining a gym. Before you do, there are some vital components you need to know about your location of said workouts – things the membership coordinator won’t tell you. For starters, no matter how hard exercisers try, it’s often an impossible feat to look cool; it just doesn’t work.
Shall we start in the locker room? Someone please tell me how to be politically correct while talking to a naked person. I don’t know how. I can appreciate that we’re all women and we have God-given bodies and there is nothing to be ashamed of. But, please, can’t you put a towel on before you attempt to carry on a conversation with me?
It’s not like I can focus on what you’re saying. I’m a fully bona fide heterosexual female, but when someone’s high beams (or worse yet saggies) are staring at me, I CANNOT CONVERSE WITH YOU. ‘Can’t do it. It’s not cool.
And must you take your naked behind and sit squarely (or roundly for many) on the bench? Can’t you hop into your pantywear before sitting down? I know some fitness enthusiasts at least use a towel, but hey, those are community towels. I don’t’ really want to wipe my face on a towel you’ve been sitting on – bleach or no. I am serious. Be naked, be happy, but be considerate.
Ah the gym, the actual fitness floor …not always the best place to be cool and hip. I recall when I was earning my black belt, I participated in Tae Kwon Do three times per week. As part of the stretching exercises, we were instructed to lie on the floor, then take our feet and put them over/behind our head. This contortion stretched out our back muscles. No problem, right?
Realize that when we did this we are all laying there, caboose pointing upward. Talk about assuming the position! Invariably, I would run into someone from school who was in the gym to sit on the sidelines while little Jimmy had T-ball. “Yes, hello Mary, why yes, I am smiling at you, nice to see you ……. upside down in this position with my booty sticking straight up in the air!!”
As if that little exercise wasn’t bad enough, there was more. We did countless kicks and stretches with our legs. You’ve seen karate people; the objective is to kick as high as you can (all the better to kick you in the head!). So it’s easy to see why we all ended up with wedgies. Always; everyday; everyone. Ok, I guess I can only speak for myself, but I did.
I never knew if I was supposed to throw caution to the wind and dig ‘em on out, or was I to just tolerate it? The guys sure didn’t seem to mind adjusting their cup, so what’s the big deal, right?
One day I decided to wear a thong to avoid the wedgie. I figured if they were going to end up there, I might as well just cut to the chase (and I do mean cut). But did you know that you can get a thong wedgie too? Not good. Not cool.
So while you’re making your New Year’s Resolutions – please think twice before joining a gym. There are certain things you really need to know up front.
I hope I have been able to illustrate a few for you.
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