Northern Pace Served For A Southern Palate, and 6 other ways to be User Friendly

Having spent my career selling in the national marketplace, my awareness of regional cultural differences is high.  These differences are real and need to be honored.  Just like Snoop doesn’t sell any better on the east coast than JayZ does on the west, regional tastes factor into decisions.  The following rules apply generally, but can be even more important regionally.

There are no more monopolies.  Customers have choices.  You might be the big kahuna.  You should never act like it.  Customer service, pricing, timeliness, accountability and follow through are fundamentals, not added value.  People will find ways around you just because you encourage them by being discourteous.  Confidence is good.  Cockiness is bad. 

Knowledge must follow charm.  You cannot win people over with expertise if they don’t like you.  Be likeable and win customers.  Deliver good results and keep them.

People come before their roles.  Imagine your customer thinking this, “Like me as a person and then I might take an interest in what you do.” 

Profanity is never a good idea with a customer.  Surging energy is good.  It can fuel you whether from a negative place or a positive one.  But even if you have to swallow your tongue, don’t curse.

Everyone likes to be rocked gently.  Even bears.  Especially bears. Early in my sales career, I was shocked to be treated like the enemy by total strangers.  When people treat you badly for reasons you didn’t earn, they are unhappy for some unrelated reason and you are simply the target.  Customers have that luxury.

Avoid taboo topics.  In business circles, don’t initiate political or religious discussions.  However, it’s ok for the customer.  But since you are listening at least twice as much as speaking, you can avoid finding yourself somewhere you didn’t intend.

What are you worth?

How do you effectively establish the market value of an intangible?

The market value, by definition, is what the market will bear.  So how do you find this out effectively, efficiently, and so that both sides walk away feeling they got their needs met?

A straw poll reveals that a lot of people hate buying a car.  The reason is that they never really know what price to pay, how low the dealer will go.  The dealer’s perspective  is, of course, getting the most the customer will pay, while offering as few spiffs as he can.  This, by its very nature, is the makings of mistrust and lose/lose negotiations.

When you sell an intangible, you have to use communication to establish the value of your product.  Communication both to and from the customer.  As a seller, you know your hard cost and what you’d like to charge.  But you have to understand the customer’s needs to grasp the value of your product.

If you are in a highly competitive market, and who isn’t anymore, conditions can change hourly.  Quota tracking, new competition, accountability improvements, competitive pricing are among the many other factors that are constantly in flux and affect market value.

The best way to get a handle on this is to have a relationship of trust and open communication between seller and buyer.  The higher the ticket, the less the chance of that being the best price obtainable.  But unless a customer shares openly with a seller, that seller will be handicapped at best and unmotivated at worst to get a better price for the customer.

Finally, why does your worth matter in this discussion of product value?  Because if you sell an intangible, you are the product.  Your word is the goods.  Your reputation, your credibility is what you are selling.

Know what you are worth.  Solicit the feedback.  Seek referrals.  Welcome criticism.  For, without it, you’ll never know your worth.

When Passion Doesn’t Persuade

Today I made a mistake that I shouldn’t have.  I skipped a basic, fundamental step in the sales process.  I should know better, but my enthusiasm frequently pushes me ahead of myself and costs me in the end.

I’ve nurtured a potential account for the past 2 1/2 months.  Multiple face to face visits to uncover their needs.  A comprehensive proposal was made and despite my repeated attempts to get feedback from the prospect, they simply wouldn’t respond.

Finally I found a reason to get back in by offering a demo of a new product.  I was ready to get signatures today.  Even if I had to throw in unauthorized incentives, I was feeling on the brink of a close.

Demo in the bag, reaction was underwhelming.  Then they told us they’d already commited to a competitor.

I never asked who else was involved in the decision.  Basic, basic, basic and I forgot it.

A friend of mine who is an accomplished seller told me that she keeps a checklist she obtained from my blog right beside her phone because she references it almost daily when speaking to customers.  I have the same checklist beside my phone.  But I forget to look at it because it has become part of the scenery.

Sales don’t always follow the same sequence of events.  But there are certain fundamentals that always have to be covered.  Qualifying the decision maker is key.  The basics, when executed consistently, can save you a lot of time and error.

It didn’t cost me the sale.  I never had it.  But it cost me time that I should have spent on a qualified prospect.

 

Mission before Ego

You’ve learned the pitfalls of the silo mentality.  You’ve possibly read the Five Dysfunctions of a Team by Patrick Lencionci.

I was reminded of this importance in speaking with a customer today.  He spoke of coming into his current role after unseating an incumbent of 10 years.  Coming into a small sized work setting, this was an uphill emotional battle to get the buy in of his newly acquired team. 

He spoke of inheriting a team where the majority loyalty was to the incumbent.  One member told him directly, “I support your predecesssor.”  The new leader’s response was, “I support our organization, not any individual member, neither current nor past.  And I will work to prove that to you.”

This is the only appropriate response.  Check your ego at the door.  You will encounter resistance.  You will encounter disbelief.  You may even encounter subversion.  Respond to none of it.  Keep your eye on the goal.  The mission. 

A burning passion coupled with absolute detachment is the key to all success. Gandhi

We Need More Encouragers and Peacemakers

Today I heard several panelists talk about what makes their company noted as one of the Best Places to Work.  The most sticky message I heard was brief but impactful.

We all want to make as much money as possible.  But never does money compensate for being in a workplace where you don’t like the people.  “Fit” is arguably the greatest determinant in job happiness.  Fit is a function of how you feel about the people you work with and your place among them.  It’s hard to describe in words, but it’s invaluable when you have it. 

In Good to Great, Jim Collins talks about getting “the right people on the bus” being a key ingredient to great companies’ success.  Specific skills are secondary to having the right people on your team.

What makes someone the “right” person on the team?  Be an encourager and a peacemaker.  Boost those around you.  Don’t hold a grudge.  Positivity and support are contagious.  Say you’re sorry with ease.  And walk with thanksgiving.  Be thankful for having a job, for being able to make a contribution.

These are thoughts about making a workplace great, but also are integral to successful networking and human interaction.

Snocones Are Better With Polar Rock Bottom

On a recent visit to the neighborhood snocone shop with my kids, I was introduced to the latest upgrade in snocones – the Polar Rock Bottom.  Soft serve ice cream on the bottom, followed by snocone, topped with more soft serve on top.

Given that we are currently pushing a record hot summer in Dallas, this is big news.  And reminds me of a basic credo of mine – Rewards.

I believe in hard work and I believe in rewards.  I’ve blogged before about the necessity to have a full cup within oneself before being able to serve others.  Sales is done best when done to serve others.  A full cup starts with taking care of oneself.

Rewards are personal.  A workout, a spa service, a trashy novel, a gooey dessert, a bouquet of flowers, time with family, time alone, a movie, a nap, a glass of wine, a visit with a friend, a restaurant splurge.

You know when you need it.  Do it.

Go for the Polar Rock Bottom next time.

Key To Success: Popularity or Respect?

Which is the more important key to success? 

Usually I have a firm answer.  On this one, I don’t.  I’ve never been very popular.  I’m too polarizing.  If success is wanting what you have, by that measure I consider myself successful.

I’ve worked for some pretty popular people.  One guy was handsome, charming, liked by most, and obviously surpassed me on the chain because I worked for him.  However, he frequently was without his wallet (driver’s license a must in outside sales), didn’t wear a watch (pre-cell phone days when you actually needed one), was always late to meetings, borrowing money, and apologizing a lot.  Apologies are great, but you shouldn’t need to be constantly apologizing for yourself.

As I said, I’ve never had a high popularity quotient.  I’m the kind of person that gets along naturally with the difficult people that don’t get along with many.  Kindred spirits?  I’ve learned to get along with a broad range of people as a necesssity of my career path.

But I am opinionated and vocal, thus polarizing.  This never leads to popularity.  However, when my results are effective, respect ensues.  It is frequently at the expense of popularity.

The takehome – if you stick your neck out with an unpopular idea, it better work or you might pay a costly price.

8 Ways to Boost Your Authenticity

Want to be more connectible?  Some thoughts on how you might go about that:

Share – Share yourself with people.  Have expertise?  Share it.  Have a personal story someone can relate to?  Share it.  Spend time with people.  Don’t always be in a rush when taking a moment to hold open a door might be appreciated.
Shun Perfection – Nobody wants to see your perfectness.  They want to see your flaws.  It makes them more comfortable and lowers guard.
Laugh at yourself  - Very important.  People like realness in others.  It’s a signal that they can be real with you.  I once had an ungraceful sneeze in front of a guy I’d just met.  The first gift he gave me was a box of Kleenex.  We enjoyed a good laugh and then dated for the next 9 months.

Never pose – Seriously who do you think you’re fooling?  I can smell a pose worse than the contents of that tipped over fridge in the kitchen after Katrina.  Instant credibility death.

Trust – The first sign that someone is trustworthy is when they give you their trust.  Take the lead here.  The converse speaks volumes.

Honesty – If you can’t give someone what they seek, say so and deal with the consequences.  Whether in business or personal matters, don’t overpromise and take the short term gain.  It will cost you later.

Relax – Your best self will not surface until you relax.  Do whatever works for you.  Exercise, meditate, listen to music, whatever your thing is.  Until you are still on the inside you won’t radiate calm on the outside.

Risk – Put yourself out there.  Own your mistakes.  One can’t progress without taking risks.  Try, act, decide, move, learn, speak, engage.  Your energy will surge.

Coffee Lasts Longer Than A Pageview

When was the last time you did face time with an online connection?

Remember it’s called Social Media for a reason.  It’s supposed to be social.  Thank you Paul Castain who taught me this through his fabulous sales blog.  http://yoursalesplaybook.com/

If you are just adding headcount to your connections, you’re missing the point.  Meet with them occasionally.  Offer them an intro when you encounter someone that links to an opportunity for them.  Write a LI rec without being asked to do so.  Give value.

I recently attended a seminar within my field of interest.   I was focused on shaking hands and collecting business cards.  I met a lady there who said, “Let’s just get together and get to know each other.”  What a concept.  I was flattered.

Now the comment might not have been sincere, since I haven’t heard from  her since.  But just imagine if you did this and meant it.  How easy to stand out from the crowd by making someone feel you were interested in them as a person.

Not just a prospect, contact, connection to their connections, etc.  But rather as a person and possibly even a friend.

Face time.  Put it on the list.

Embrace Your Village Today

We don’t succeed alone. 

I recently attended a work/life balance talk.  The speaker described a  person that had become so intoxicated with their success at work, they failed to see how miserable they’d become to their family.  Too self important, too many strokes from work, too busy, so they stopped making time for the really important things in their life like significant other/spouse/children.   The story ended badly.  Too late to fix.

We can be similarly guilty of not overtly appreciating our work relationships, our support staff, our professional network or a vendor that made us look great to a client or superior. 

What about our friends, our support network of service providers, our spiritual community, our elders?

Here are 8 things you can do this week to make a deposit into your village so that you can keep withdrawing in the future.

At Home – Give warm greetings and goodbyes.  No matter how busy your day, how bad the traffic, hot the temp, crappy the blown presentation, when you enter your home take a breather, if only for a minute.  Make eye contact, say thanks for dinner, and listen for a bit before plugging back in.

Document Kudos – If your support person helped you get the job done, take a moment to email them a note,  copy their boss and yours.  It only takes 2 minutes.

Mentor – If your support person has designs on your job and shows potential, teach them, let them shadow you on a sales call, seek their input afterward.

Write a LinkedIn Rec – for someone in your network, a colleague or perhaps a vendor who deserves it.

Host Birthday Lunches – Know your true friends’ birthdays.  Blow their mind with a snail mailed card.  Treat them to a birthday lunch, scheduled in advance.

No Occasion Gift – Everyone does it during the holidays, but do it just because.  A $5 gift card from Starbucks might just be the reason your hairdresser smiles this afternoon.

Have a Spiritual Community - Put this on the calendar.  It pays dividends.  Do whatever is meaningful to you.

Steal Wisdom – If you have the chance to be among those older and wiser, you are lucky.  Listen patiently.  Steal their eagerly shared wisdom as though it were cash.