How to Scientifically Influence Customers

Psychologists have been researching on how people react to requests made by others since the early 1950s.

One might think that most people think through all available information relevant to an issue before making a decision. Research shows otherwise. Due to the vast amount of information available, most people use short cuts in decision making.

They form a preferred way of making decisions for a particular type of problem, in this case, responding to requests made by other people.

Today, we are going to share with you some of the effective methods of getting a “YES” out of your colleagues or prospects. In short, we call this the LACERS law.

1. Likability
2. Authority
3. Consensus
4. Existing Commitment
5. Reciprocity
6. Scarcity

1. Likability
We all know that we need to create rapport with our prospects. The big question is how?
In our “Magic of Super Sales Revealed” class we train participants how and when to do it at a conscious and unconscious level.

Research has shown that people like other people for a few main reasons:
a. they find similarities with the other person;
b. they get complimented the other person; &
c. when they work with the other person toward a common goal.

At the conscious level, when we are building rapport with a prospect, we have to consciously look for similar things – common topics, experiences or opinions that we share with the prospect. When we can also pay a genuine compliment on the dressing or attribute that we have just learnt about the prospect, that will make us more likeable to them.

2. Authority
People unconsciously respond positively to requests made by people in authority, for example, experts, people who have professional accreditation, and people who represent respected institutions.

In a research with physiotherapists, they found that patients who see professional certificates on the walls in the clinics of those therapists then to comply recommendations given by them, as compared to those who do not display their certificates.

It was also found that people are more prone to give away their spare change to strangers in uniform when asked to do so at parking places.

An interesting and easily applied technique in increase our influence is to get a third party introduction before attending to the customer.

3. Consensus
In the hotel experiment, research was done on how to influence guests to reuse their towels (this eventually translates to lesser work and costs savings). They found out that by simply displaying a card that states the benefits to the environment where the towels are hung, about 35% of the guests will do so.

An interesting fact is that 75% of guests who stay 4 nights or more will reuse their towels at some point during their stay with the hotel. By simply reiterating this fact as, “75% of our guest reuse their towels at some time during their stay, please do so as well”, compliance rates goes up by about 26%.

An even more interesting fact is that if they specifically mentions that “75% of people who stayed IN THIS ROOM have reused their towels”, towel reuse rate improves by 33%.

When people are making decisions, especially when they are unsure of what to do, they tend to look at what others in a similar situation have done.

4. Existing Commitment
In a driving safety campaign, researches were trying to get home owners to put up a sign that says, “Drive Safely” on their lawn with little success.

They found out that by simply asking the home owners to put up a postcard 10days before making the request to put up the sign, they get 400% more positive responses.

This research tells us that when small initial commitments are made by a person to do something, they tend to follow through with bigger commitments.

5. Reciprocity
This law states that people feel obliged to reciprocate what they have been given. We can commonly see this law happening in wedding gifts and children’s party invitations.

In an interesting study made in a restaurant, it was found that by simply giving the customer a mint when presenting the bill increases the tip amount by 3%.

The researchers got curious and wondered if doubling the number of mints would double the amount of tips and they were astonished to see the tips increase by 14%!

And by appropriately giving two mints in a specific manner and paying the customer a compliment, the increase in tips skyrocketed to 33%.

6. Scarcity
Many of us are familiar with this law. When a certain good is about to run out of supply, it suddenly becomes more desirable. For example, the work of a dead artist, that limited edition bag and that last television set on special discount.

By simply communicating a few simple facts, we will be able to make our products more appealing.

Do make yourself more influential today, or sign up for our Leadership or Sales influence classes to learn more.

 

Training Venues to Date & Hello 2015!

As we usher in 2015, we are thankful that we have added Taiwan to our list of cities and countries that we have trained before.

To date, we have consulted or trained in about 24 cities across Asia, including China, India and Taiwan.

We will like to thank all our clients for giving us the opportunity to work with them and we look forward to even more training engagements in countries and cities other than Singapore and Hong Kong where we are based.

As we always tell our customers, if you like our programmes and service, do recommend us to your colleagues, friends and relatives; if you do not like us, do recommend us to your competitors, if you have any.

änergy has rich experience and expertise in organising interactive workshops for MNCs and many Fortune 500 companies, with participants from around the world. we have had the opportunity to train in the following cities/countries since 2003:-

Here’s wishing everyone a very prosperous and healthy 2015!

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Introducing Change in a Team

One of human being’s most powerful asset is the ability to change.

Being able to change allows us to constantly refine our techniques so we get better at what we are doing over time. It helps us choose between various methods of problem solving so we can become more efficient and productive. It gives us the key to overcoming an environment that is constantly changing so we can still benefit when the circumstance varies.

In fact, many leaders realise that the person, team or organisation that has the most flexibility will end up benefitting the most in any changing environment (and change is present in most environments). One of the common topics we help clients with in the past decade is “Change Management”.

People dislike changes. Most people that is. Statistics puts that number at almost 70%. Most of us prefer to do things in the same way that we have been used to doing it, probably because it gives us a sense of security as we are familiar with it. It fits into our routine comfortably, we know we are already good at doing it that way and it is easy as we do not have to consciously think about it when we are doing it.

People dislike change for various reasons – fear of the unknown, fear of failure, adapting to changes slows things down, having to go through the cumbersome process of relearning again…. etc.

Here are some important steps when introducing changes in an organisation:

1. Change begins with a decision.
Change, in many  instances can be critical to an organisation’s survival, and in some cases can make a huge difference in the company’s performance. This information has to be communicated to every member of the organisation. It is when everyone understands that there is no other choice but to change. This will help them make the decision to change.

2. There has to be a systematic way to showing them how to do it.
People learn things at different paces. If you have introduced a game to a group of people, you will realise that a few of them will understand the game half-way though your instructions, some of them will get it by the time you finish and most of them will understand after you repeat some of your instructions during questions and answers sections and some will still not get it when you first start playing the game.

One of the most important things to do when introducing change is to identify the people that will change quickly, the ones that will change with most people and the remainder that will put up the most resistance.

After that, we will need a strategy to show each of the groups how to change, giving them support and also a timeline and incentive to change.

3. Reinforcement
Many are successful in implementing changes to their teams for a short while and after that they realise that people go back to t their old ways of doing things. What is missing is the monitoring and constant reinforcement so that positive behaviour is reinforce to a point it becomes a habit.

When that happens, it will take significant effort to do things differently from the new habit that is being formed.

4. Get professional help.
If help is needed, get it. When you have done everything you can and nothing seems to be working or the results are not consistent, it may be a sign that professional help is required.

Some of us may have that experience at a personal level. Sometimes, some people just need that extra push to get to where they want to go. An executive coach will sometimes do the trick for you and takes the load off your shoulders.

The very act of getting an external consultant to give that additional support to the particular employee – shows the importance of the exercise and gives the additional motivation for a person to change.

In summary, change doesn’t always have to be difficult. As long as it is properly managed and introduced in stages with the right strategy, it can be implemented smoothly.

Taiwan Team Building

We have just completed a 2 day DISC training and team building for the management and some staff of a global Investment bank’s branch office in Taiwan. This is our 3rd training this year for this Investment group (we had previously completed 2 trainings for them in Singapore), and our first training in Taiwan.

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It seems kind of weird that we have been so close to Taiwan after we set up our office in Hong Kong in 2009, and have flown numerous times to different parts of China from Hong Kong (and even to Mumbai and Hyderabad in India), and have only just completed our first training engagement in Taiwan. We are, nonetheless, very glad that finally this item on our “to-do” list for our company can finally be checked.

Taiwanese people have always given me the impression of being shrewd business people and yet relational, warm and welcoming.  I remember that from my childhood days when my father was involved in a trading business with Taiwanese business partners.

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After the 2-day training, I came to realise also that they are also a group of extremely committed, creative and determined individuals with a strong sense of common goal in a team setting. Not to mention that they are probably one of the most fun loving groups that I remember from our past 11-year history.

The venue that the client has selected is very near the iconic Taipei 101 building. The participants were very interactive during the DISC training and raised many interesting questions during the training.

During the team building portion, both the management and staff were both extremely enthusiastic and worked very well in their teams. There was great communication within and between teams and participants were committed to complete the challenges that were posted to them.

When feedback were given, the teams were respectful and eager to learn, with many of them taking down notes on their own.

One of the highlights for our trip was of course the night market and street snacks (as with the other training and team building venues that we travel to).

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Deep fried cuttle fish from Taiwan that will make any other calamari feel inadequate
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Wild boar sausages that comes in 12 different types of flavours
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Creative Japanese style omelette with 12 different toppings
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Japanese pan cakes with different fillings at unbeatable prices (btw, this was not the cheapest one we found) and they tasted GREAT, with so much filling that it overflows

 

Do note that these are just a few of the tonnes of photos of street snacks that we have taken. We also had delicious BBQ whole cuttlefish, the most amazing deep fried boneless chicken drumsticks, great Japanese udon and Taiwanese beef noodles and many more.

On a side note, the night markets in Taiwan are an extremely good location to a team building food race for some clients. All we have to do is to give them some pocket money and a list of items to buy and consume, and of course station some of our staff near the food stalls and get them to complete team building tasks while/before/after consuming their food.

It will time-saving for companies with tight schedules – they do not have to set aside additional time for team building from their meeting schedules; It is great bonding – almost every culture in the world bonds over eating or drinking; they get to experience this great Taiwanese culture and they get to learn about working together!

Next on our “to-do list” will be a Taiwanese Night Market Team Building Race. If you are interesting in doing a “Taiwanese night market amazing race” type of team building programme for your staff, please do not hesitate to contact us.

Overall, our experience in Taiwan has been a fruitful one and we can’t wait to come back again for more training engagements.

P/S: The HR Manager has told us that she has received numerous positive feedback from the participants and the other managers in the company are already asking about similar training for their departments. So it looks like we will be coming back here soon, fingers crossed!

 

Hungarian Difference

We were with Lynx Analytics yesterday for their DISC training and team building. The opted for an outdoor team challenge (with an indoor backup programme) in view of the recent rainy weather.

They were also happy to work with our long time venue partner in Sentosa, which offers some of the best meeting facilities and delicious food on the island.

The group left an impression on us as it was our first time in 11years working with a Hungarian company. We had no idea what the participants will be like, except that we were not familiar with how to pronounce some of the names.

Turned out this group was a really fun bunch, they were interactive during the DISC training where we shared with them insights on different DISC personality profiles, their preferences and dominant fears, how to communicate with people of different personalities and also how we can introduce change or be more adaptable to change.

They impressed us as being determined, fun loving, hungry for knowledge and open in their communication. They are somewhat competitive yet they seemed to know that it was a day for them to relax and make connections with their colleagues based in different countries, so they were a little laid back an focused on chatting with one another and enjoy the very nice all day coffee included in the seminar package.

The morning session passed by quickly as we finished up by showing the participants what was everyone’s DISC profile and declared that it was time for lunch. As most of the participants left the room and proceeded to the buffet spread, a group of participants remained – a mix of junior and senior staff – and they were scrutinising the slide to see what profiles their colleagues were and how it related to their behaviour at work. This showed us that they were serious in wanting to better understand their co-workers. They only left for lunch after I assured them that that particular slide will be made available to them after the event, together with the photographs that were taken.

As lunch came and went, it was evident that the weather is going to hold up and we will be able to let the participants explore the famous island of Sentosa through a team building race, one that we have run a minimum of 500 sessions in the past 11years. After all, all the checkpoints during the race is sheltered and participants can take the bus, Sentosa Express (a mono rail train) or hitch a ride from strangers if they do not wish to travel on foot.

The locations that we have picked for this group was nearer to one another, however, their route was longer because of the distance of their start and end point. Some of the teams actually ran and walk to most of their checkpoints to save time. They were also constantly verbally encouraging one another during the race to keep their spirits up.

One of the paticipant, Miklos, told us that Hungarian has a very unique culture as they were very isolated for a long time (from the rest of the world), he also mentioned that Hungary has a very unique language that is not similar from other languages. Further research revealed that their language is only related to Finnish and Estonian, both of which are foreign to us.

These are some interesting facts we found out about Hungary from the participants and also from googling:

1. There has been 13 Hungarian born scientists awarded with the Nobel Peace Prize, making it the country with the most winners per captia
2. It is a small country with only 10mil population (about twice of our tiny Singapore)
3. It formed part of the Celtic world (Roman Empire) and was founded in 897, before France and Germany were separated
4. It was a communist nation from 1956-1989
5. They invented the Rubik’s cube!
6. Literacy rate is 99%
7. It’s capital is Budapest and the country attracted more than 10.2mil visitors in 2010, which is more than the population of the entire country, so chances are that in Budapest, there are more tourist than locals on the average!