Earlier this week I went to see a health practitioner, let’s call him Dr. Chris. When I mentioned that I’d previously seen a different health practitioner, let’s call him Dr. Joe, to treat my ailment Dr. Chris then proceeded to tell me that Dr. Joe was every sort of evil under the sun and had probably ruined me for life with his service.

I left with a pretty uneasy feeling about Dr. Chris – I found the talk unprofessional, unnecessary and I left feeling no less confident about Dr. Joe! All Dr. Chris did was make me feel less confident in him.

So when is the right time to bad mouth your competitors?

1. When you really really want the client?
2. When you know for a certainty that your competitor is a really dodgy character?
3. When your client starts to bad mouth them first?
   

In short, NO NO NO!

Even if you really want the client, bad mouthing your competitor only makes you appear unprofessional. The alternative: Just talk up your own positive points (without saying you do it better than your competitor, that still counts as bad mouthing). Check out this link to see when bad-mouthing goes to a ridiculous level http://www.designersmind.com/creative-showcase/creative-airline-advertisements/. I also saw today Virgin Blue’s rewards program Velocity entered the grey zone in bad mouthing stating something to the effect of: “the new Qantas Frequent Flyer Rewards program proudly brought to you by Velocity” which reminded me a little of these airline adverts.

Even if you are 100% positive that your competitor is a dodgy character, bad mouthing them makes you look like even more of a dodgy character! The alternative: recommend that your client asks to speak to people who’ve dealt with whichever professional they are going to do business with, this way they can get the real truth about your competitor from their previous clients (be prepared though that this also means you recommend they speak to your clients!)

If your client starts to bad mouth your competitor, even then – don’t help them get stuck in! The alternative: tell your client what you would do in any situation where they have had bad previous dealings and see if that’s how they would like to be dealt with in the future.

On the flipside… if you’re this major company – you can make an entire ad campaign with Drew Barrymore’s paramour (sorry – but I love that rhyme) bad mouthing your competitors http://www.apple.com/getamac/ads/

But without Apple’s budget and ad-guys – you’re probably going to end up no more slick than this:

My preferred method? Do the opposite and find opportunities to congratulate your competitors. This worked exceptionally well for me in real estate. I’d make sure I knew a positive point about the agents I most regularly competed with so that I could say credibly something like: “Sue’s lovely, she writes really creative advertisements and she keeps the rest of us on our toes in that respect”. Client’s don’t expect it and most respect you for taking the high road.

And back to Dr. Chris and Dr. Joe, the first thing I did when I went home was let the friend who’d referred me to Dr. Chris know what he’d said about Dr. Joe. Being that Dr. Joe’s a personal friend of hers I’m not sure Dr. Chris will be getting too many other referrals from her.

Kirsty Dunphey is one of Australia’s most publicised young entrepreneurs and is the founder of http://www.reallysold.com - the ultimate tool to help real estate agents write amazing advertisements. The youngest ever winner of the Australian Telstra Young Business Woman of the Year award, Kirsty started her first business at 15, her own real estate agency at 21, was a self-made millionaire at 23 and a self-made multi-millionaire at 25. For more information on Kirsty or either of her books – Advance to Go, Collect $1 Million and Retired at 27, If I can do it anyone can, or to sign up to her weekly newsletter head to: http://www.kirstydunphey.com

Friends and I were chatting recently about our favourite places in the world to shop. Paris, Berlin, London, Thailand all got a mention along with one of my favourites Mexico.

I’ve only spent half a day in Mexico (so far!) – but it was one of the most enjoyable shopping experiences of my life.

Why?

Firstly, I love to bargain – and so did the shop owners I met in Mexico.

Secondly, the entertainment value was immense. To prove to me that it was real gemstones, leather or silver I was being sold, every merchant we met in Mexico whipped out a lighter and burnt their product saying that real gems don’t melt and plastic burns but leather doesn’t etc (highly entertaining especially after a few daiquiris).

In having this discussion with friends however I was told what may be an urban myth about shopping in Tijuana, Mexico. The myth being that when you purchase something you’re given a plastic bag that corresponds to your strength as a buyer.

As an example, a yellow bag may mean you’re a complete push over and will pay way over market value but a blue bag may mean you’re a hard negotiator who’ll drive the price down and bargain til you’re blue in the face.

Is it true? I have no idea. But I must admit – I think its genius.

Imagine if we could do this in other areas of life. If your employer were to send you out to the marketplace secretly colour coded say with red meaning you were a world class invaluable employee, how do you think that would impact the next job interview you went on? What secret colour coding would you have if your clients were secretly rating you? Your boss? Your family? Your friends?

Kirsty Dunphey is one of Australia’s most publicised young entrepreneurs and is the founder of www.reallysold.com - the ultimate tool to help real estate agents write amazing advertisements. The youngest ever winner of the Australian Telstra Young Business Woman of the Year award, Kirsty started her first business at 15, her own real estate agency at 21, was a self-made millionaire at 23 and a self-made multi-millionaire at 25. For more information on Kirsty or either of her books – Advance to Go, Collect $1 Million and Retired at 27, If I can do it anyone can, or to sign up to her weekly newsletter head to: www.kirstydunphey.com

At a conference in gorgeous Hamilton Island this morning I asked a packed room of around 400 people a question of opinion. I told them that the morning before I’d take two flights - one with Jetstar and one with Virgin Blue (both Australian domestic airlines). My question to them was which flight did they think I’d had more fun on? Their answer overwhelmingly that they thought I’d had more fun on the Virgin flight.

And they were of course right. When I hopped on the Virgin Blue flight I was called by my first name – off to a good start. And then because someone in that company a long time ago gave them permission to have fun and show their personality I got a little comedy routine as well as my flight.

Was the Jetstar flight in any way bad or did I get poor service? No (not this time). The flight was fine, but unmemorable in every way.

When Virgin Blue tell a plane load of people that we can’t bring fish products, fish fingers or mullet haircuts back home their culture infects people on that plane and leads to this overwhelming feeling that Virgin Blue are the “fun” airline such that a room full of 400 strangers know it instantly.

I’d love to think that in the companies I work with I’m constantly working towards a cultural state whereby a room with 400 strangers would be able to overwhelmingly pick my company as the one they’d had fun with too.

Take a major international credit card company I’ve recently reluctantly been communicating with.

They launched a new card in America – I thought it was cool, I went to their website to submit an enquiry to ask when / if it would be released in Australia. I wanted this card and I wanted to give them more business.

To follow was their response (which to read I had to click on a link in an email, log into a website and click twice more to read):

Dear :

Thank you for taking your valuable time to e-mail us. Your association with (XYZ) is highly appreciated.

I would be glad to assist you with your inquiry regarding (the new) card however, please be advised that you have reached the e-mail center in the United States. I am unable to assist you with your inquiry as your account is a Australia based account and we do not have access to your account records, nor we are trained to navigate your account. Therefore, for immediate assistance, please contact us at (insert American phone number) and a trained representative will provide you immediate assistance.

Please be informed that you are a Valued Cardmember, we are sensitive towards your concerns. Therefore, please be assured that we will do our best to most effectively understand your needs and more quickly handle your request.

I apologize for any inconvenience this matter has caused you and appreciate your patience and understanding in this matter.

We look forward to hearing from you so that we may effectively resolve your inquiry.

Sincerely,
XYZ staff member

This company’s lie? Saying I’m a valued or appreciated customer! If I actually was a valued cardmember:

• Perhaps their communication might have said “Dear Kirsty” instead of Dear blank
• Perhaps knowing I was in Australia they wouldn’t have sent me American phone numbers
• Perhaps they may not have sent me another equally useless communication after I responded to this one
• Perhaps instead of telling me how valued I was, they might have shown it by actually finding out the information I required and letting me know it

My gym makes me feel valued when I walk in and the check in counter is busy and they call me by name, wave me through and tell me they’ll fix up my sign in for me.

My post office makes me feel valued when they’re frantically upset that they don’t have my phone number on file to let me know about an express post parcel that arrived a few minutes after we collected our mail.

And yet neither my post office nor my gym have ever felt the need to sent me correspondence telling me I was “valued”. I feel it because of their actions, day in and day out.

Which would you prefer? Customers who can read that their valued or customers who feel valued?

Kirsty Dunphey is one of Australia’s most publicised young entrepreneurs and is the founder of http://www.reallysold.com - the ultimate tool to help real estate agents write amazing advertisements. The youngest ever winner of the Australian Telstra Young Business Woman of the Year award, Kirsty started her first business at 15, her own real estate agency at 21, was a self-made millionaire at 23 and a self-made multi-millionaire at 25. For more information on Kirsty or either of her books – Advance to Go, Collect $1 Million and Retired at 27, If I can do it anyone can, or to sign up to her weekly newsletter head to: http://www.kirstydunphey.com

In the TV show Friends, massage therapist Phoebe is accused of flirting with one of her clients because she got a pedicure, new toenail polish and a toe ring. Obviously – as a massage client, looking down through the hole in the table, Phoebe’s feet are the only part of her he can see.

My husband would be relieved to know that my masseur yesterday was definitely not foot-flirting with me! As I peered down through the hole in the table all I saw were some scuffed shoes and a very plain boring floor. As someone who has the attention span of a goldfish I must admit I was a little bored (not by the massage – just the view).

As I sat there peering at beige linoleum I was reminded of my firm belief that as many people as possible within a business should experience the business from the client’s perspective.

If the masseur had been in my place, perhaps next time I went back there might be a bowl of water with lilies or even goldfish as a friend of mine once experience while getting a massage in Vietnam.

If all dentists sat in their own chairs once in a while (and felt the terror that many of us do), perhaps they may all have the very groovy television on the ceiling I’ve heard one Sydney dentist has where you can watch a TV show or movie and pick up from that point next time you come in.

Where do your clients eyes go? If you run a gym, what is there for your clients eyes to go to while they’re on the spin bike or on a treadmill. My gym has little motivational quotes on the equipment. What about when you’re flat on your back doing a chest press – your client’s eyes are on the ceiling – what’s there for them?

My eye’s always go to the bathroom with me (shock horror) when I’m in a restaurant. If you work in one, head on in there and look around with your client’s eyes on (metaphorically of course!).

If you’re in retail, perhaps it’s your dressing rooms you need to study (see Interaction Enhancement for more ideas on client service and being a dressing room superstar). In real estate the eyes may be focussed on your car (what is that smell?) or the insides of your client’s cupboards (the buyer’s eyes will almost definitely go there).

Take a moment and be your client for 10 minutes today and change what doesn’t delight the eyes.

Kirsty Dunphey is one of Australia’s most publicised young entrepreneurs and is the founder of http://www.reallysold.com - the ultimate tool to help real estate agents write amazing advertisements. The youngest ever winner of the Australian Telstra Young Business Woman of the Year award, Kirsty started her first business at 15, her own real estate agency at 21, was a self-made millionaire at 23 and a self-made multi-millionaire at 25. For more information on Kirsty or either of her books – Advance to Go, Collect $1 Million and Retired at 27, If I can do it anyone can, or to sign up to her weekly newsletter head to: http://www.kirstydunphey.com

After getting back from an amazing trip to South East Asia I took some artwork from Cambodia and Vietnam in to be framed at a local store.

I had been recommended to this particular store by not one but two of my friends and after seeing the work they performed I know why, it was total quality and very impressive.

What surprised me though was that as I was discussing my order with them – I mentioned these two friends who had so glowingly referred me to this business. The reply I got basically amounted to “that’s nice”.

Now what they could have done in this instance was ask me one simple question that I believe would have a lasting positive impact on their business and their bottom line. They could have asked me just who it was who had referred them.

They could have sent them a thank you card or called and thanked them personally or sent them a discount voucher for their next framing. Something… (anything) to let them know that they appreciated the referral.

When someone refers a friend to your business - that’s advertising dollars you haven’t had to spend, because you’ve just got yourself a walking talking billboard going around advertising your business! What you do to thank them for doing your marketing for you can act as a megaphone or a muffler – which would you prefer?

I got turned into a megaphone when a local airline newspaper published a list of my favourite restaurants in Launceston. The savvy owner of one – Sara from the divine Novaros - sent me a gorgeous bunch of orange roses to thank me for mentioning them (and I haven’t stopped mentioning them since!)

Kirsty Dunphey is one of Australia’s most publicised young entrepreneurs and is the founder of http://www.reallysold.com - the ultimate tool to help real estate agents write amazing advertisements. The youngest ever winner of the Australian Telstra Young Business Woman of the Year award, Kirsty started her first business at 15, her own real estate agency at 21, was a self-made millionaire at 23 and a self-made multi-millionaire at 25. For more information on Kirsty or either of her books – Advance to Go, Collect $1 Million and Retired at 27, If I can do it anyone can, or to sign up to her weekly newsletter head to: http://www.kirstydunphey.com