Sales and Sales Management Blog

January 27, 2012

In 2012 the New Normal in Sales Is . . .

Filed under: career development,sales,Sales 2.0,selling,small business,technology — Paul McCord @ 2:20 pm
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As with the beginning of almost every year we have a number of commentators and pundits proclaiming what the “new normal” is.

We’re told that the old normal was the government strove to keep unemployment below 5% and that the “new normal” is going to be to try to keep unemployment below 7%.

We’re told that the old normal in the auto industry was to try to increase the miles per gallon on a manufacturer’s fleet by selling enough high mileage units to raise the fleet average, and the “new normal” is no longer trying to sell large numbers of high mileage internal combustion engines but to sell hybrids and alternative energy vehicles.

In sales we’re told that the old normal was cold calling, face-to-face meetings with prospects and clients, and using salespeople to find, connect with, and sell prospects, and the “new normal” is that salespeople are an outdated and costly luxury and are, at best, nothing more than an archaic relic of the past that companies just haven’t come to the realization are no longer needed.

Many, including myself, find it amusing to read the “new normal” predictions knowing that for the most part they are nothing more than someone’s attempt to be relevant and gain some attention.

We’ll ignore addressing the issue of the “new normal” unemployment rate and the “new normal” in the auto industry and spend a minute or two discussing the “new normal” silliness in sales.

The “new normal” argument is based on several supposed changes in how buyers buy products and services.

  • One argument is that the Internet has fundamentally changed the way people shop and buy.  Proponents of this position argue that the Internet provides buyers all the information about potential products and services that they used to have to rely on salespeople for, making the salesperson obsolete.  Further, most companies now offer their products and services online, so not only can the buyer get all the information and comparisons they need online, they can complete the purchase online, making a salesperson completely irrelevant.
  • Others argue that in today’s highly competitive market where any company that creates a competitive advantage through product improvement or a more efficient process that reduces price can count on that advantage lasting only a very short time before their competitors catch up and return the market to equilibrium, there’s really no such thing as a competitive advantage.  In such a market all products and services are reduced to commodity status where price is the only differentiator and once price is the one and only deciding factor, salespeople are an unjustified expense whose only significant contribution is to increase the product or service’s cost.
  • And others argue that with the increasing popularity of social media and technology the sellers that are left will never have to leave their homes as they will be able to connect with, develop relationships with, and sell via a combination of social media and tale-meeting technology such as Go to Meeting.  For these commentators the new normal is a world where technology replaces face-to-face meetings and even the telephone.  Sellers who use their car, their phone, or even text are not only behind the times, they’re signing their own death warrant by not learning to adapt to the new reality of business.

Have you heard these proclamations of the”new normal” before?  You probably heard them last year—and the year before that—and the year before that.  This new normal is taking forever to get here but I guess if someone keeps claiming this is the year, sooner or later maybe someone will be right.

But I sincerely doubt it—at least any time soon.

First, let’s look at a couple of statistics that might shed some light on what salespeople are doing.

According to travel statistics, business travel has increased by almost 4% each of the last two years.  I find it somewhat surprising that there’s a significant increase in business travel when supposedly salespeople aren’t traveling.

In addition, every single recruiter I’ve spoken to indicate a significant increase in open sales positions, especially for experienced outside salespeople.

Now don’t get me wrong, I’m not arguing that the sales profession isn’t changing nor am I arguing that social media and technology are not impacting how sellers sell.

My argument is simply that in 2012—and probably for the foreseeable future—there will not be a “new normal.”

  • Almost all sellers will find their offline activities will still be more vital to their success than their social media interaction.
  • Getting out of the office and in front of prospects and clients will still be the primary relationship building and selling format
  • More than likely business travel will increase again this year—and for the foreseeable years to come—including travel by sellers
  • Sales jobs will continue to be created with the corresponding opportunities for both experienced and inexperienced men and women
  • Social media will continue to be an area that sellers need to learn how to effectively engage—but the reality is it isn’t going to take the place of a seller’s offline activities such as cold calling, networking, and seeking high quality referrals and when a connection is made through social media, for it to be effective it will have to be taken offline.

In other words, for now and at least the next few years, the “new normal” will be the old normal.

Do those activities this year that have been successful for you in the past and you’ll be successful again this year.

It’s fun and exciting to talk about the “new normal,” but the fact is not much has really changed.

Human nature hasn’t changed since last year.

The phone still works and people still answer it.

Referrals will still get you more and better business than any other prospecting format.

You will still have to work to develop relationships.

You’ll still have to educate, be a real problem solver for your clients, and bring more value to the table than your competitors.

The world hasn’t shifted on its axis—yet anyway.

So take all the talk of the new normal with a grain of salt.  Don’t ignore social media and by all means use technology to the fullest, but if you want to be successful in 2012, pick up the phone, fill up the car, and hit the streets just like you did last year and the years before that.

Follow Paul on Twitter: @paul_mccord

January 18, 2012

January 12, 2012

Are You Too Fat and Happy to be Successful?

Filed under: attitude,career development,motivation,sales,selling,small business — Paul McCord @ 10:24 am
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It may surprise you to learn that I speak to a number of sellers and sales leaders every month who although they mouth the right words, their actions say they’re fat and happy and way too contented to become successful.

What I hear most often in today’s economy, of course, is the complaint of not enough business, no one is buying, the competition is cutting prices to the bare bone or some other form of the statement that business is tough and in order to be successful you have to be sharp, aggressive and willing to put in long, tough hours.

But that’s not the only message I’m hearing.  A few times a month I’ll hear how a seller or company is doing just fine, that although business is down from before the recession, they feel they are doing better than most and they’re still making money.  From others I’ll hear that although their income is down and a new home or new car isn’t in the cards, they’re still doing OK, meaning they’re quite  evcomfortable.

I’m always curious when I hear a seller or a company express comfort and/or satisfaction with their situation when, at the same time, they’re admitting that sales are down, income or profits aren’t where they were, and they don’t expect to see a significant change in the next year or even two.

Really?

Comfortable?

Satisfied?

No sense of loss or itching desire to get back where they were?

Inevitably I find that they either have reached the peak where they have no desire to exert the energy to move beyond or they have accepted the recession as the new norm and believe that their current level of success is all they can expect in this new reality.

Seldom do I get this response from the top sellers and the top companies.  Most often this attitude is expressed by average and even below average sellers and companies, ones that were probably looking for the path of least resistance even prior to the economic downturn.

My experience from years of working with and speaking with thousands of top sellers and top companies is they are never satisfied.  And when they find themselves moving backwards—even if the cause is something out of their hands such as a major economic downturn—they fight even harder to get back to where they were and then beyond.

Once you have reached a point where you’re fat and happy, you’ve peaked; you’ve reached a point where you will not—you cannot—become more successful.

Success demands discontent with where one is at.  It requires a level of dissatisfaction and discomfort.  For top sellers and companies success is an ever elusive goal that can never be reached—and it isn’t quelled and extinguished by an outside force such as a recession.  In fact, those outside forces that seek to kill their desire to succeed only fuel their fire.

Have you reached a point where you’re comfortable and can relax knowing you’re successful?  I hope not, for if you have, you’ve probably reached your peak, and if you have, where can you go from there other than back down?

November 28, 2011

How to Work the Room at a Networking Event

Filed under: marketing,Networking,prospecting,sales,selling,small business — Paul McCord @ 12:00 pm
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I hear complaints from sellers and business owners all the time about how much time and effort they’ve wasted attending networking events.  The conclusion for a huge number is that networking events are no longer part of their prospecting activity.

That’s unfortunate because networking events really can be great places to find and connect with prospects.  The problems most have encountered with networking events is they’ve never been taught a systematic, disciplined format for managing and working these events and without having a way to manage the event, they become frustrated as they realize all they’ve done to date is waste their time.

Typically, the frustrations and wasted time arise from three fundamental issues:

  • Investing time at the wrong networking events
  • overblown expectations
  • not having a plan of attack

Networking events, especially those of a general nature organized by the chamber or a general business organization, will not provide you with a plate full of potential prospects.  If you can walk out of a networking event with three or four good potential contacts, you have done well.

Unfortunately, many, especially those who are not networking junkies, attend these functions with the hope of leaving the event with a whole stack of business cards of great prospects.  When their expectations are not met, they conclude that networking isn’t all it’s cracked up to be and decide their time is better spent elsewhere.

Besides unrealistic expectations about the number of prospects they’ll meet, a great many attend networking events without thinking through what their real goal is.  Unless you are selling a relatively common consumer or business commodity, you’re not going to sell at these events.  And since you can’t sell, what should be your primary goal?  Mine, when I attend these events, is not to talk about myself and what I do but to listen and ask questions, to learn as much as I can about the other person in order to qualify them, to begin building a relationship with them, and to have them tell me what issues and problems of theirs I’m going to address when we do get around to discussing who I am and what I do (which, by the way, won’t be at the event).

In addition, most attendees waste the majority of their networking time.  Rather than an organized plan to maximize their benefit from the event, they simply attend hoping to “run into” prospects.

Yet, if you attend regularly and with realistic expectations, networking can eventually pay great dividends.  There are three “secrets” to making networking pay:

1.  Know Where You’re Going

Knowing who is likely to attend the event you are considering is as important as attending the event.  If you are considering going to an event you have never attended before, try to get a copy of the host organization’s member roster.  By examining the membership directory, you can get a fairly good idea of the type of people you can expect to meet.  If it appears there are a reasonable number of people and businesses of interest, plan on attending.  If you can’t get a copy of their member directory, call the organization and ask—most won’t mind the inquiry and will be happy to give you as much information as they can.

2.  Know Why You’re Going

Go with a definite number of contacts you want to make.  Determine how many good contacts you will need in order to make the investment of time worthwhile.  Depending on your particular product or service, that number may be only one or two—or may be much higher at five or six.  By establishing realistic, objective criteria, you can easily determine whether or not your time was well spent and whether or not you want to attend the event again in the future.

3.  Have a System for Working the Event

For most business owners and salespeople, the real networking event killer isn’t so much who is in attendance or even their own unrealistic expectations, but rather the time they waste during the event.

Working a networking room requires planning and a clear vision of how you will spend your time.  I and many of my clients that I’ve taught the following networking method have found it to be easy and very effective.  The goal of this process is to spend the time identifying quality prospects, learning as much about them as possible in a short amount of time, and once you believe you have a viable prospect, setting a phone or lunch meeting with them.

Arrive about 15 minutes before the official event start time.  Wear a large, easy to read, high quality, permanent nametag that features your first and last name, not just your first name (your company name is the least important part of the name tag as you want them to remember you, not your company),  Of course, have lots of business cards.  Business cards should be blank on the back.  Wear clothing with two easy to reach pockets.

Station yourself close to the entry door—close enough that people might mistake you for one of the hosts.  Greet each person as he or she enters.  Nothing more than a greeting—and, hopefully, noticing their company name.  All you want is to hear a name, put a name to a face and to make a quick judgment as to whether they might be a prospect.

When arrivals begin to slow, begin your progression around the room.  Move in one direction—left or right.  Greet the first person or group of people you meet.  This round of conversations should be short—two to three minutes at most.  Your goal is to introduce yourself and learn as much as you can in a very short span of time about the person or persons you’ve just met.  Don’t clutter the conversation with information about yourself—keep everything focused on the person or the persons you are speaking with.  Your goal at this event isn’t to sell, it’s to qualify prospects.  This will be your second meeting with many of these people, although you will not remember their names.  Two meetings=two opportunities to put a name with a face.

Since many, if not most, will offer you a business card, you will begin to segregate cards into an interest stack and a non-interest stack.  When you meet someone you believe you’d like to get to know better—i.e., a potential prospect put their business card in your right-hand pocket.  Those you don’t believe are prospects, put in your left-hand pocket.  This system allows you to immediately find the cards of those you want to reconnect with during the event without having to try to remember their name.  Simple: Right pocket card=reconnect; left pocket=don’t reconnect with today.

If you meet someone you believe might be a real prospect for you, before moving on to another group let them know of your interest in learning more about their business and ask their permission to contact them via a phone call at a later date.  Once they agree, take one of your business cards and on the blank reverse side, write the day and an hour span of time during which you will call:  “Thursday, March 12 between 10:30-11:30.”  This day and time will be the same for everyone you meet that you want to call.  It keeps you from having to remember when you will call, but because it is an hour span, you’ll have time to make several calls without concern that you won’t keep your appointment.

Now, move to the next group and continue in this manner for the majority of the event.  About 30 to 45 minutes prior to the end of the event, go into your last phase.  The last phase is taking the few cards in your right-hand pocket and seeking to reconnect with those people.  This will be your third chance to meet them and to put a name and face together.  In addition, since it will be your third meeting, they’ll begin to feel like they know you and they will probably greet you as a friend rather than as new acquaintance.  Just as you are implanting their name and face in your mind through multiple meetings with them during the event, you’re planting your name and face in their mind.

This conversation will be a little more in-depth, but, again, keep the focus on the other person.  During this conversation move the conversation to the point that instead of a phone call on Thursday, you can invite them to lunch or to a coffee meeting.  If you can’t set a meeting, prior to moving to the next person, again reiterate the phone call on Thursday and give them another business card with the same information written on the back.

On Thursday, make your phone calls and close for a get to know one another meeting.

This structure allows you to “meet” a prospect three times during the course of the event, set up a definite telephone conversation—and very possibly a lunch meeting–and help both you and the prospect move from the “just met” stage to acquaintance stage very quickly, and all without having to remember any details during the course of the event.

The goal of the conversations is to learn as much as you can about the person you are meeting, not to talk about yourself.  You’re there to learn and to qualify.  You can’t sell at a short networking event unless you’re selling a commodity, but you can sure learn a great deal and identify new prospects.  But to do that you have to listen a great deal more than talk.

Since people love to talk about themselves and if you get them talking about themselves and their company you can learn how to laser focus the conversation when it does get around to what you do, give them the freedom to open up as much as possible. In addition, never finish a conversation with a real prospect.  Intentionally leave the conversation hanging—and then invite a further phone or lunch conversation.  I never really talk about what I do until the lunch meeting.  By that time I’ve learned a great deal about the other person and I can tailor my discussion of what I do to the exact issues they’ve disclosed.  Instead of some weak, general elevator speech, I give a pointed response to their needs.

If you keep your expectations reasonable and focus you time during the event on the few true prospects you meet, you’ll find your time at networking events to be both more enjoyable and profitable.

October 24, 2011

How to Make Word of Mouth Marketing Really Work

Filed under: business,marketing,sales,selling,small business,Word of Mouth Marketing — Paul McCord @ 12:51 pm
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Last week while I was teaching a group of CPA’s in Newark how to work with their clients to generate a large number of direct introductions to high quality prospects, one participant mentioned that he would often hear from a client that they had given his name and number to another business owner but he would seldom hear from that prospect.  His question was how he could use the introduction generation process I was teaching to capture that word of mouth prospect.

Great question—and one that most sellers are faced with.

Everyone would love to have their clients out talking about them.  They encourage their clients to tell their friends and acquaintances about them; they hope and pray that people are talking about them; they try to use social media as a springboard to get even more word of mouth marketing.

Unfortunately, even though you want word of mouth marketing and do whatever you can to encourage it, it has one primary disadvantage that is hard to overcome—you have no control over whether the person your client spoke to will take the initiative to pick up the phone and give you a call.

How much business are you losing because you never hear from the people your clients mention you to?

Right, you don’t know because you have no idea how often your clients mention you.

That’s the intrinsic problem with a passive marketing method—no control means no accountability, no way of knowing how effective or ineffective it is.  If you get prospects calling because clients mentioned you, you think that word of mouth is working.  If you don’t get calls you think your clients aren’t talking about you.  The problem is that those calls you get might be just a fraction of the people who are hearing about you from your client, and those no calls might not be an indication that your clients aren’t talking about you but instead might be an indication that their message isn’t resonating with those they are speaking to.

So is there a way to turn word of mouth encouragements into real connections?

Although you’ll never be able to track and connect with every word of mouth mention your clients give you, you can significantly increase the number of connections you have with those your clients have mentioned you to by simply becoming more proactive in the way you work with your clients regarding their word of mouth mentions.

In the case of the CPA above, he mentioned that he often received emails or verbal statements from clients saying something to the effect, “Just wanted to let you know that I mentioned you to Joe Blow the other day.”  Sometimes the client will mention the name of the person they spoke to, other times they won’t.  In both cases, however, the CPA knows that a client has spoken to someone about him and recommended they give him a call.

Like most sellers in that position, the gentleman at the presentation simply hopes that he’ll get a call.  Way too often the call doesn’t come—just another wasted mention by a client.

Fortunately this CPA and everyone else who has a client or anyone else mention that they’ve spoken to someone about them can easily turn that weak word of mouth mention into a direct introduction by simply ASKING for the introduction.  It’s really as simple as asking:

Client: “Hey, Joe, just wanted to give you a head’s up that I recommended you to Nancy Drew and encouraged her to give you a call.  I hope you hear from her.”

Seller: “Bill, that’s great; I really appreciate it.  I haven’t heard from her yet but I’d love to.  Come to think of it, would you be comfortable introducing me to her?”

Couldn’t be simpler. 

What are the chances your client will introduce you to the prospect?  Very high indeed since they obviously like your work and think that you can help the prospect—and they obviously have some type of relationship with the prospect. 

Before asking for the introduction find out what the relationship is between your client and the prospect and why they suggested the prospect call you. 

All the pieces are in place for a direct introduction.  And what happens if your client says no?  You’ve lost—nothing.

But what about all those suggestions they make to prospects to give you a call that you never know about?  How can you learn of them in order to try to turn them into an introduction?

These are certainly more difficult—but not completely impossible.

First, once you let your client know that you would love for them to mention you to anyone who might be in need of your expertise and services, let them know that you’d appreciate it if they’d let you know through a call or email when they mention you to someone.  Once they do, thank them and then ask for the direct introduction.  Don’t expect everyone to let you know when they speak to someone about you—but many will and that will give you the opportunity to ask for the introduction.

Knowing that many won’t inform you when they mention you, you can also take the initiative and ask your clients if they have mentioned you to anyone.  When speaking with a client simply ask in passing if they’ve had an opportunity to mention to anyone lately.  Asking will let you uncover any unmentioned recommendations they’ve made to prospects to call you and will also remind them that you seek word of mouth recommendations.  Again, you won’t uncover a mountain of unknown mentions, but you’ll uncover some which will give you the opportunity to convert them into introductions and it will allow you to gently remind your client to mention you whenever they have a chance.

Word of Mouth Marketing is hardly a marketing format to hang your business on.  That being said, by all means encourage your clients to mention you to those they come into contact with that might be able to use your products or services.  But at the same time seek to move those word of mouth recommendations into something far more concrete—a direct introduction. 

Don’t settle for being passive.  You can turn word of mouth into far more effective introductions without being obnoxious or overly aggressive—all you have to do is ask your client for an introduction once you know they’ve recommended you.  The key is learning how to uncover the recommendation.

October 18, 2011

Why Should You Ask Yourself Why?

Filed under: business,sales,selling,small business — Paul McCord @ 9:24 am
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As I was preparing to post this article I discovered an article by my friend Anthony Iannarino that deals with similar issues from an organizational standpoint.  Sometimes serendipity kicks in and you discover you’re on the same wavelength as someone else.  I encourage you to read Anthony’s take on asking why.

Why did you lose that sale?

Why did that prospect insist on such a deep discount?

Why weren’t you prepared to answer that objection even though you’ve heard it before?

Why did your best client decide to “try” your competitor for his current order?

Why can’t you get to that great prospect even though you’ve tried for almost two months?

Why is one of the most important and powerful questions we can possibly ask ourselves.  It is also one that we so often seek to avoid because the answers can make us really, really uncomfortable.

No matter our experience or success level, we never reach perfection.  All of us make mistakes; we all fail in big and little ways; we all need to improve; we all have weaknesses that cost us business.

Overcoming these issues and weaknesses isn’t pleasant for any of us. 

It’s much easier to chalk up our losses to a bad day and move on.

Certainly it’s easier to simply move on, but that’s a sure way to fail again in the future.

The most powerful question you ask is why.  That simple question is more important than any sales training you can get.  It is more important than any sales “secret” you can learn.  It is more important than any sales tips anyone can give you.

If you consistently ask “why” and then diligently dig to discover the answer, your sales will dramatically improve.  This isn’t a quick fix, but it is the single most effective change strategy you can employ.

October 13, 2011

Finish 2011 Strong While Laying the Groundwork for a Great 2012

Filed under: business,sales,selling,small business,success — Paul McCord @ 10:22 am
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Although somewhat hard to believe, we’re now at the end of another year.  With only two and a half months to go, your year is virtually over.  That doesn’t mean your production has to be over, it means that more than any other time during the year, you must have a laser focus in order to finish the year strong and lay the foundation for 2012.

Unfortunately the last quarter and the first quarter of the year are the least productive for a great many sellers. 

A great many sellers slack off during the last quarter thinking that there really isn’t much business to be had since “everyone” is consumed with the holidays and spending little time attending to business—especially when it comes to making purchasing decisions.

Likewise, the first quarter is written off by many with the excuse that people really aren’t back to concentrating on work until the middle of February—and then they’re really just beginning to look at potential purchases, meaning that the actual production won’t close until the second quarter.

While the majority is assuring themselves that their low production isn’t their fault but is simply a reflection of the reality of the calendar, there is a much smaller group of sellers who are busting sales goals.

Are those sellers who are making record sales during the “dead” time of the year just lucky?  Maybe they sandbagged business to make their last quarter look great?  Possibly they are out giving radical discounts in order generate the business most other sellers can’t seem to come up with?

The fact of the matter is that none of the above reasons are accurate as they are nothing but the excuses the majority of sellers use to justify their low sales.

The last and first quarters don’t have to be the valley of death for sales.  With just a few simple activities you can bust your sales goal in both quarters.  What you do right now will determine what your end of year and beginning of year are like—and whether you enjoy great paychecks over the next few months or go on your annual starvation diet until next April.

Take control of your sales business and income by:

  1.  Clean out your dead prospecting wood.  Refuse to waste more time on dead end prospects.  Take a critical look at your pipeline and get rid of all the prospects who aren’t worthy of your time and effort.  Yes, seeing those names on your pipeline can be comforting because they pad the numbers, buy in your heart you know they’re nothing more than wishful thinking.  Get real, get rid of them and see where you’re really at.
  2. Double down on prospecting.  Shortly most sellers will begin slacking off on prospecting figuring that no one will take their call anyway.  Don’t allow yourself to fall into that trap.  In fact, take advantage of your competition’s laziness and INCREASE your prospecting activity.  Not only will it pay off in the fourth quarter, you’ll have a breakout first quarter of 2012.
  3. Stay in touch.  Again, while your competition takes the next two to three months off, increase your activity.  Don’t allow your prospects and clients to forget you.  While your competition may send a Christmas card, you should be working.  Most of your prospects and clients will be working just as hard this quarter as they did last.  Most will still be making purchasing decisions.  While your competition writes off the quarter, you can write business. 
  4. Solve problems.  Your prospect’s problems don’t go away because Thanksgiving, Christmas, and other holidays roll around.  Business problems don’t take holidays or vacations.  Neither should you.  Concentrate on solving prospect problems and you’ll magically find that your production problems go away too.

Turning the fourth and first quarters into high production quarters doesn’t take luck or magic, it simply takes focusing on business.  Treat the end and beginning of the year like any other quarter and your production will be just as strong as the second and third quarters. 

The reality is that production declines in the fourth and first quarters because our activity declines, not because the business isn’t there. 

Make this year and next banner years by doing what your competition won’t—continuing to prospect and solve issues.  You’ll find your bank account will really appreciate your effort.

October 7, 2011

A Simple Way to Distance Yourself From Your Competition

Filed under: Client Relationships,Customer Service,marketing,Personal Marketing,sales,selling,small business — Paul McCord @ 1:05 pm
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Every seller, no matter the product or service they sell, is looking for ways to demonstrate how they differ from their competition.  Most of us will go to great lengths to try to make our prospects and clients recognize how unique we are and how fortunate they are to be working with us.

In order to create that sought after difference we’ll talk up how great our customer service is, some will give out cute or useful freebies, others will bring in other vendors to help create the perfect comprehensive solution to their prospect’s or client’s issues.

Certainly we should be giving exceptional customer service.  The problem is every one of our competitors is claiming to have the best customer service also.

And by all means we should be doing everything in our power—including partnering with other vendors if necessary—to give the best and most comprehensive solution possible.  The problem is most of the time our prospects and clients don’t really grasp the true extent of our solution until after the product or service is delivered and has been in place for awhile.

But there is a much simpler way to not only demonstrate a real difference between yourself and your competition, but to give your client a very different experience than what your competition would give.  Furthermore, this strategy is so seldom used that it really stands out to the client.

What, pray tell, is the fabulous strategy that is simple yet can make such an impact on your client?

It is simply giving the client the purchasing experience they want rather than the one you think they want.

So simple, yet so few sellers do it because frankly they have no idea what their clients want to happen during the purchase because they simply don’t ask.

Yep, that’s it; couldn’t be simpler.

Most sellers mistakenly think they know what their clients want to happen during the course of the sale.  Ask a seller what their client wants and they’ll rattle off a number of things such as on time delivery, prompt service, a quality product at a fair price, a seller they can trust, and a number of other “expectations.”

These are so general that they are almost useless in defining what a client’s purchasing expectations are. 

What does “on time delivery” really mean?  Does it mean the same thing to each and every customer?

What does prompt service mean?  To one customer it may mean that a phone call is returned within 24 hours, to another it may mean the call should be returned within an hour.  To another client a phone call might be totally out of the question as they prefer to communicate only through email.

The fact is that no two of our clients have the same expectations but we treat them all the same because we assume we know what they want.

We never ask the most basic and simple customer service question—“What can we do to make this the exact purchasing experience you want?”

That question is asked so infrequently (some customers have never been asked that question) that many customers won’t know how to respond; they really won’t understand the question.

In that case you’ll have to ask some follow-up questions such as: “How do you prefer to be contacted, phone or email?”  “If something comes up and I really need to speak with you, is there an emergency number that I can reach you at?”  “Do you want me to keep you posted daily or weekly, or would you rather I only contact you if there is an issue or question that needs to be dealt with?”

Obviously the number and type of purchasing experience questions you need to ask will depend on the particular product or service being purchased. 

And a great side benefit is you can find out upfront if your client has an unrealistic expectation, and if they do, you can deal with it before it becomes an issue later in the sale.

If you want to really make a quick impact on a client and put yourself in a different category from your competition, quit forcing them to live through the purchasing experience you want to give them and begin giving them the purchasing experience they want.

It’s simple—just ask them, they’ll tell you—and then all you have to do is give them the exact experience they wan—and  that no one else can give them.  You’ll be a hero—and all you had to do was ask a few questions that you should have been asking every client anyway.

September 26, 2011

4 Signs You’ve Lost Your Team’s Respect–And What To Do About It

Filed under: business,management,Sales Management,small business,team development — Paul McCord @ 11:03 am
Tags: ,

Everyday there are tens of thousands of sales leaders who are trying to manage a sales team that has lost respect for them—and many don’t even realize that they’ve lost control of their team.

Are you faced with any of these issues?

1. Team members are seldom on time and come and go as they please.  Are your sellers straggling into the office and scheduled meetings because of a lax office atmosphere—or because they simply have no respect for you and your ability to control them?

2. Your interactions with team members are usually monologues.  Are team members listening to you intently and respectfully and giving their opinion freely—or are they simply waiting for you to shut up so you’ll go away and they can go back to ignoring you?

3. Your team members try to talk over you.  Are they excited and want to get their ideas out—or do they think you have nothing worth listening to and don’t respect your opinion?

4. Your requests are ignored or assignments are completed in a half-hearted fashion.  Are they so busy with selling and taking care of their customers that they just didn’t have time to get to the assignment—or do they think the assignment was a joke not worth their time and effort, and besides, you’re not going to do anything about it anyway?

It’s easy for managers to ignore the above symptoms of disrespect.  In fact, it is far easier and a lot more comfortable to ignore them than to acknowledge them.

But if you’re in a position where you have a team that does not respect you, either you or they are short timers.  A manager—and the company they work for—cannot last long once they’ve lost the respect of their team.

But once the team’s respect has been lost, is it possible to regain it?

I’ve spoken to many management experts who have argued that once lost, respect is impossible to regain and the only solution is new management.

And for the most part I agree.  However, I have seen several situations where management redemption did occur.  In virtually every case, the manager took the following five steps:

  1. Personal acknowledgement.  The manager recognized the loss of respect and committed themselves to aggressively addressing and correcting the issue.
  2. Confessing to the team.  The manager confessed to each member of the team (either in a group meeting or during individual meetings with team members) that they had lost their commitment and had failed the team and have recommitted themselves to serving the team without reservation.
  3. Establishing new ground rules—and adhering to them.  The manager sets out a new set of rules that govern both the team’s and the manager’s actions along with the consequences for breaking those rules.  Discipline is not only needed, it must be demonstrated.  Consequently, it is necessary that the team know what is expected from them and from the manager and that both have objective rules and guidelines that all parties are aware of and can measure one another by.
  4. Encourage discussion–and dissent.  It is imperative that an open dialogue between the manager and the team members be created and it is the manager’s obligation to set the tone and get the ball rolling.  If the manager can’t break through the ice and begin a real conversation with the team, no amount of confession and fair rules will do any good.
  5. Treat team members with respect.  Very often the team begins losing respect for their manager not simply because they view the manager as weak, but because they feel that he or she isn’t treating them with respect.  A manager cannot expect respect from the team if they aren’t showing the team members respect.  Respect, more than any other aspect of relationships, is a two-way street.  Part of earning respect is showing respect and the manager must begin the process by making sure the team members know they are respected.

The above five step process isn’t an overnight fix.  In fact, regaining respect takes time—a lot of time, weeks and months worth of time.

Yes, once the team has lost respect for their manager the most expeditious solution is replacing the manger.  But that isn’t the only solution.  If you find yourself in a situation where you’ve lost your team’s respect—or if you have a manager that for whatever reason you cannot replace and they’ve lost their team’s respect, apply the steps above and you will, given time, repair the damage and once again have the team’s respect.

September 3, 2011

Pioneers, American Founding Fathers, Moonshiners, and a Certain Class of Salespeople

Filed under: management,sales,Sales Management,selling,small business,team development — Paul McCord @ 11:18 am
Tags: , ,

What characteristics did the pioneers who settled and tamed the West, the American Founding Fathers, and Moonshiners have in common?  They were tenacious, hardheaded, independent, and fiercely self-confident.  They certainly didn’t go along with the crowd.  Turning tail or cowering before huge, apparently overwhelming obstacles wasn’t in their DNA.  They forged their own way and were willing to take great risks.

They also broke the rules—lots of rules.  Many a pioneer left the “comfort” of the settled east and headed off—often a’gin the rules set out by the authorities, for new lands in the west.  Needless to say, the American Founding Fathers broke a few of King George’s rules and risked hanging for doing so.  Moonshiners?  There are still some in them in them thar hills evading the authorities today–and paying the price when caught.

They have another characteristic in common—they fade away eventually.  The pioneers eventually decided that the law and order and community they had in the east was needed and they traded in their fierce independence for a Town Council.  The dream of the Founding Fathers died a slow death after their death—to the point that they couldn’t even begin to recognize the government of the US today as having the slightest resemblance to what they established.  And Moonshiners are slowly fading away also.  I heard one being interviewed on the radio a few years ago who said that store bought liquor tasted better and was better quality than what most moonshiners made, but that he made it because his father, his father’s father, and this father’s father’s father were moonshiners and his moonshining had more to do with tradition than a great desire to be a moonshiner.

What does this have to do with salespeople?  Well, there’s a certain class of salespeople who walk in this same tradition of independence and a determination to do it their way—and who, in many cases, pay the price for rebellion.  Call them what you may: Loners, Lone Wolfs, Prima Donnas, Arrogant SOB’s, they do things their own way. 

And a great many sales leaders hate them with a pure hatred.

Company mandated process?  Not for them.

CRM system?  “Update it yourself, Ms. Manager,” they say, “I’ll be out selling.”

Call reports in by Friday closing time?  “Yeah, right.  I’ll see you Monday—and bring you a contract I got signed over the weekend while you were wasting your time playing golf.”

This is our sales process, use it.  “Sure,” you hear, “when you get a sales process that can sell more than I can, come talk to me.  Until then, see ya later.”

We’re a team, you say, we work as a team.  “Not me,” they say, “When you start paying me part of these other folk’s commissions, I’ll play the game.  As long as I have to depend on my commissions alone, there’s nothing team about it.”

Oh, how this group is despised by management (until the end of month numbers come in).  How they’d love to can these men and women—if only they could find a way to make up all the lost sales they’d have if they got rid of them.

Managers fret about how they can reign these folks in—how to get them to obey the rules, how their intransigence will negatively impact the other sellers on the team, how to either get them to conform or get rid of them.

They threaten, they bribe, they lie, they plead, they beg, they try to micromanage, they punish, they yell, they cry, they beat their head against a wall.

Nothing works.

So what’s a manager supposed to do?

Do you just let one or two or three snot-nosed salespeople flaunt the rules and do whatever they dang well want to do?

What about discipline?

What about being a team player?

What about the company sets the rules, not the inmates?

What about to hell with all that?  What’s wrong with a top salesperson selling their way as long as it is ethical and honest?  What’s wrong with allowing the best be themselves?

Is it really going to be a negative influence on the rest of the sales force?  It could be.  But it could also be an incentive—get your butt in gear and you can have the same freedom.

Will it encourage non stars to try to emulate the behavior?  It could—but I also said that those fiercely independent souls above took a big risk.  So does the Loner—if you try to act the part but you don’t produce, you’re gone in no time.  No manager is going to put up with that behavior unless there is a corresponding payoff in numbers.  No numbers, no job.

So what’s a manager to do? 

Turn the tables on the Loner.  When you see you’ve got a Loner on the team—one that is going to pay off with numbers and thus stick around, approach them and let them know that you’re giving them permission to stretch the rules.  Make it your decision—your rules, not theirs.  Give permission, not consent.  If you recognize what is about to happen and are proactive in giving permission, you still retain control of the situation.  If you wait until all you can do is concede, you’ve relinquished present and future control over the individual.

Working with a Loner doesn’t have to be a struggle of wills—you just have to turn their will into your will.  Semantics?  Partly—but it is also letting your Loner know that you understand them and are willing to work with them within reasonable bounds.  If the two of you have agreed on those bounds, both you and your Loner will be much happier together–and you’ll find that tension between you and your independent, hardheaded salesperson fading away.

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