TM
Using Your internalGPS
To Attract Internal Customers
November 2011
ISM Services Webinar
Paula Shoup
In Today’s Webinar, You will Learn To:
•Create a Strong Value Statement
•Minimize Obstacles w/ A Proven
Communication Model
•Deliver Great Results
So That Your Internal Customers Want To
Come To You Up Front!
Attracting Your Customers:
•Where Are You Now?
•Where Do You Want To Go?
•How Will You Get There?
photo credit: mroach
Where Are You Now?
How Your Brain Is Wired
Photo credits: maestropastelero, martin heigen
Where Are You Now?
Plasticity: What Will You Do Differently?
Where Do You Want to Go?
photo credit: visnup
Where Do You Want to Go?
How Will Success Look, Sound & Feel?
photo credit: svedek
Where Do You Want to Go?
Things I love about my Best Suppliers…
Or the opposite of what my
worst suppliers do is…
Credit: Tracy27
Where Do You Want to Go?
Articulate Your Value:
•Why are your customers motivated and
compelled to come to you (or not)?
•If you can not clearly state your value then
they will not “get it.”
•Understand their needs both logically and
emotionally.
Where Do You Want to Go?
Articulate Your Value:
My procurement services will provide you with contract and
negotiation expertise
that will allow you to spend more time on (what you love) marketing
and give you peace of mind that you will receive reliable service from
our supplier.
Where Do You Want to Go?
Your Value Statement:
My _________________
what you are doing/delivering
will provide you with ____________________ that will allow you to
your value or expertise
________________________________ and give you
their logical or emotional benefit/need
________________________________.
another logical or emotional benefit/need.
Attracting Your Customers:
•Where Are You Now?
•Where Do You Want To Go?
•How Will You Get There?
photo credit: mroach
In Today’s Webinar, You will Learn To:
•Create a Strong Value Statement
•Minimize Obstacles w/ A Proven
Communication Model
•Deliver Great Results
So That Your Internal Customers Want To
Come To You Up Front!
How Will You Get There?
Obstacles Happen:
How you deal with them will set you apart
photo credit: EssjayNZ
How Will You Get There?
Communication Model to Remove FEAR
Fresh-Early + Explicit-Clear + Action Plan + Reliable
Time Line
= Minimize Impact of Obstacles
How Will You Get There?
Deliver & Expand on RESULTS:
•Use facts/proof: examples of success with other
internal customers
•How can you expand what is working well?
•Ask to do an experiment
How Will You Get There?
Show that you C A R E:
Competence & Confidence
Appreciative & Appealing
Respect & Resourceful
Energizing & Empathetic
Show You Care About Their Success
How Will You Get There?
Competence & Confidence
Arrogant &
Incompetent
Arrogant &
Competent
Confidence
Curious
Confident &
Competent
Insecure &
Incompetent
Competence
How Will You Get There?
Appreciative & Appealing
• Appreciate & Acknowledge their
challenges and needs
•Appeal to them with your results and
value
•Remember what is appealing about your
best suppliers
How Will You Get There?
Respect & Resourceful
•Gain respect through your results
•Become a sought after resource for your
expertise
•Continue to look for ways to be of service
How Will You Get There?
Energizing & Empathetic
•How excited are you about sharing your expertise?
•Empathy is the path to strong relationships
•Be authentic in your enthusiasm for your work
In Today’s Webinar, You Learned To:
•Create a Strong Value Statement
•Minimize Obstacles w/ A Proven
Communication Model
•Deliver Great Results
So That Your Internal Customers Want To
Come To You Up Front!
What Will You Do Differently?
Visit my website for more information or
call me with additional questions:
www.myinternalGPS.com
Paula Shoup 480-275-8288
Photo credit:mandiberg