Posted: August 7, 2020 | Categories: Sales

Have you ever made a decision and later looked back and regretted it?  Most of us have.  Why did we make that decision?  It was likely because we missed something in the beginning.  There was valuable information or input available, and we didn’t know it.  Now we know it, but look at all the suffering it took.  As sales professionals we can be proud that we help people make better decisions.

I have a friend who is a financial planner.  A few months ago he received an unsettling phone call.  A long-time client informed Dave that he was changing to another advisor.  He got a better deal.  Dave was surprised.  He had done well for his client, and been in there with him side-by-side all the way.  Dave was a good sport and accepted the decision.  With gentle persistence he also found out who his client was switching to.

The next day Dave decided to do some research on this person his client was moving to. He found that he had only been in the business two years and had worked for three different firms in that time.  That concerned Dave, and he called his departing client.  First Dave affirmed the clients decision.  He then said, “If you are like me, when you make a decision, you want to get all the relevant information you can.  I took a few moments to research the person you are moving your account to.  Here is some information I thought you would want to know as you move forward….”

Dave shared this information.  His client thanked him.  Later that afternoon, the client called, and said he had changed his mind, and wanted to stay with Dave.

The most important point to note is that the intent of Dave’s call was pure.  He wasn’t trying to get him to change his mind.  He was being a good friend, and sharing information he thought would help his client.   Let’s remember Dave’s story and the message:  As sales professionals, we help people make better decisions.

Posted: July 21, 2020 | Categories: Self-Improvement

“Life is what happens to you when you are busy making other plans”

– John Lennon

You don’t have to answer this question out loud.  I don’t want to embarrass you.  Have you ever sat through a performance, program, or sermon and found yourself dozing? Because you were amongst a crowd, nobody saw you…right?  No.  That’s not right.

Here is something that all presenters know:  If we are one person in a crowd of 250, we can make a positive difference on the presenter and the quality of the program just by our alertness, engagement, and expression on our face.  Part of my work involves public speaking, and one of the first things a presenter does is look for the “sparkler” in the crowd.  This person may have a built-in smile on their face, or just a sparkle in their eye, and we can pick it up like radar.  We don’t stare at this person, but we do glimpse at them a lot to help keep our energy level where it needs to be. Afterward, this person often has questions, and we realize that during the presentation we have built some trust with them, and we are probably very receptive to what they have to say.  They are more influential.

A few years ago I was in an audience listening to a presentation from a person who worked with autistic children.  I knew she had not given many presentations before, and I sensed she was a little nervous.  I was sitting towards the back of the room.  It was a 40-minute presentation, and the entire time I was looking at her and doing my best to be encouraging.  After the program she singled me out, and told me how much she appreciated my smile and encouraging nods.  She said she would never forget it.

The next time we are hearing someone present, let’s remind ourselves of the responsibility we have as a member of the crowd.  So often we make a difference without saying a word!

Posted: June 26, 2020 | Categories: Customer service, Sales

Two years ago I received a call from a client who was in a dilemma.  He had just been informed by his company accountant that some equipment he had sold several months ago had not been paid for.  The equipment was expensive and the unpaid balance was hefty.

Jack thought about his options:  He could go the legal route and take the heavy-handed approach.  This would burn the relationship.  He didn’t want to do that.  The other option was to set up a video conference with himself, his boss, and the two owners that owed them.  They set the meeting up.

Next, we talked about preparation for the meeting.  The most seasoned negotiators are very aware of these two fundamentals:

• Know your position of strength going into the meeting.
• Clearly define these three different categories:
  • The ideal outcome of the meeting
  • The acceptable outcome
  • The “walk away”

The meeting began on a friendly tone that enabled everyone to relax.  Jack’s boss is an excellent listener and he let the owners talk first.  He then paraphrased and affirmed what they said, and they nodded in agreement.  Throughout the meeting, Jack and his boss were able were able to clearly communicate their negotiables and non-negotiables.  The meeting went well, and they were pleased with the plan that was agreed upon.

When I think about this situation I realize there are so many ways this situation could have gone bad with shouting matches and the destruction of a relationship.

We are all in the midst of recovering from the Pandemic.  It is likely that you are holding someone’s inventory and have a balance that is overdue.  If you value the relationship, consider having a meeting with them to find a common ground.  Once again, here are the key fundamentals:

1. Know your position of strength (and theirs)
2. Define your ideal, acceptable, and walk-away outcomes.
3. Begin in a friendly way.

And remember the “4 F’s”

1. Firm
2. Friendly
3. Frank
4. Fair

Posted: June 5, 2020 | Categories: Self-Improvement, Team Building

Our nation has been going through a storm the past three months.  First came the Corona Virus, then the civil unrest sparked by the George Floyd tragedy.  We are all stirred up, and each day are compelled to choose the right thinking that keeps us moving forward.

Just this week, Suzanne Corr, Executive Director of the Barrington, Illinois Chamber of Commerce, wrote a column billed, “Listen with the heart”.  She talked about some things we can do to have conversations that are valuable rather than divisive.

This reminded me of an interview I heard nearly 20 years ago.  It was on a morning news program, and former Education Secretary William Bennett was being interviewed.  He had just written his book, “Death of Outrage”.  It was in reference to then President Clinton and the political scandal that led to his impeachment.  It was a book critical of the President.  At the same time, Robert Bennett (William’s brother) was the defense attorney for President Clinton.  The interviewer pointed this out and said, “I take it you and your brother don’t get along”.   William immediately replied, “That’s wrong.  My brother and I love each other, are very close, and we spend as much time together as we can.  We were both brought up to be our own person.  That is who we are.  Just because you have different views doesn’t mean you can’t be close”

Both of my boys are in their early 30’s, and they have different political views.  They love each other and spend a lot of time together.  Caution:  I am by no means recommending that you go around getting involved in political discussions.  In both the case of the Bennett brothers and my sons, you have to have built a solid base of love and trust.  Have a quality conversation with someone you love, trust and respect.  Listen to understand.  Expect to learn something!

Posted: May 29, 2020 | Categories: Customer service, Sales

Yesterday, following a doctor appointment, I was waiting for the elevator to come to my floor.  When the door opened, a man standing a few feet away from me politely asked, “Is there room for two?”  I quickly responded, “Yes. Absolutely”, and thanked him for asking.  The elevator carried us to our destination, and we then went our separate paths.

Afterwards I was reflecting on the exchange.  If I were a merchant, and he was a vendor, I would probably be very comfortable doing business with him.  He thought of me and my world, and he valued it.  Such unselfish acts go a long way in displaying our character.

During this current Covid-19 Crisis, I am frequently asked by my clients, “How do I manage my customer relationships during this time?”  Most folks are very distracted now, and the last thing they want to do is talk to a salesperson.  They need support, friends, and people who give them confidence in the future. They need us. 

Successful salespeople are good friends.  Surveys have consistently shown that those who are most loyal to their suppliers describe their rep most often with these three words: Friend, consultant, and teacher.  When we are struggling through tough times, we count on friends, people who will listen, and those who can help us gain a more favorable perspective.  That’s you!

If you haven’t already, make a list of all the people who have counted on you to serve them.  Give them a call.  Get in to their world.  Ask “how” and “what” questions.  Listen to understand.  Show you understand.  If you can do this, you will help them out and strengthen the relationship.  If they need something, they will ask.