Kathy’s Mailbag….”Hey Kathy!”…July 4


Here’s to a great 4th of July celebration!    May your travels be safe and your gatherings be fun!  And may your questions be answered and  your games be won! OK so I’m not the poetic type…but I AM the help you answer your questions type…read on!

“Hey Kathy…

I know you are big on writing personal business strategies…is there a best way to help the team get them going?”  R, east coast

Hi R,

A personal business strategy is your way to organize your plans and give structure to your sales year.  It is your GPS, your timeline as well as your ‘how’ of sales.  Do we just want you to sit down and throw one together?

The best way to write your business strategy is after the team itself has had their visionary planning meeting.  Every organization should have a minimum 3 year plan; most will have a 5 year plan and some have a 7-10 year plan.  Having a meeting with the staff, go over the 3 (or whatever number) year plan as a whole, then discuss what the upcoming year has as its focus.  What is the projected revenue for the upcoming year? The attendance? What is the expected retention rate?  What is the projected walkup? What are all the pieces of this coming year, from numbers to renovations to new areas?

Once this is reviewed with the staff, then the brainstorming by department begins.  The HOW.  How would you suggest we best hit these goals this year? What new ideas can you bring to the table? When do you anticipate each of these ideas should be rolled out? The department – your team – is starting to create their strategy together as well as a timeline.  Once the brainstorming is done, and a timeline is put in place, it becomes much easier to write the personal strategy. They have a vision of the how and the when and now can detail their own contributions.  They have taken ownership of the business., and you have truly built a team.  Success is imminent!

Keep me posted!


“Hey Kathy,

We have a retention group, and generally we promote people who are good people but can’t cut the sales world and appoint them as retention.  Servicing is important I know but we also need the upsell.  Are we using our staff correctly? ”  J, south

Hi J,

I am a firm believer that Retention / Servicing is one of if not THE most important role in your department.  What good is selling if you can’t retain? It’s like a dog chasing its tail…a never ending battle.

What do you look for when hiring a salesperson? We are generally very specific as to our wants in a sales rep. Why are we less specific when it comes to a retention role? What are the key elements of the person you would want? Empathy, Great listening skills. Clear communication skills with the ability to transition. Someone who can listen and make suggestions to either make people happier or help fill more needs.

A retention role isn’t just filled with someone less apt to sell. It’s a specific role that is trusted with keeping your most valuable clients.  Servicing them and making them feel that they are valued. Someone who can laugh with them, cry with them, and share some of their most emotional moments.  When a client bonds with their retention person, it is like adding that person to their family.  The right service person will become a coach, a mentor, an adviser, a therapist and a friend to that client.  Make sure when you bring a retention team or fill an open spot that it is filled with a person who has the attributes you want in your retention team.

Let’s sell that seat once…then have our sales team continually bringing in new.  Let’s let our service and retention team work to keep the business and develop it further.


Kathy Burrows, CEO, Sold Out Seating…growing YOUR team to 2020 vision and beyond. 

Send YOUR sales/service/strategy questions to:  kathy@soldoutseating.com each week by Tuesday at 4 p.m. All will be answered; some selected for the mailbag, the others personally.

See YOU at the Seattle Sales and Marketing Workshops Oct. 15 and 16. More information to follow. 

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