Posted: April 16, 2020 | Categories: Leadership, Sales

“There are two reasons that people do something…The real reason and the one that sounds good”

-J.P Morgan

One of the most frustrating challenges a sales professional faces is getting to the real reason that prospects hesitate to commit.  Brace yourself for a harsh reality:  Prospects don’t always tell the truth.

Years ago I worked for a training company that specialized in leadership and communication skills.  Much of the training involved presenting in front of a group of 35 people – something that many adults fear.

One day I was meeting with a candidate for one of our extended courses, and we came to the point where it was time for this person to say “yes” and commit to the training.  We hit a stalemate.  Here is how the conversation went:

“So John, is this something you would like to go ahead with?”

(John) “Well, that class is on Tuesday evenings, and that is not a good night for me.”

“I can understand why you would want a night that works for you.  What night would be better?”

(John) “Thursdays are OK”

“So if we could find a class on Thursday evenings, that would work for you?”

(John)  “Well.  No”

“John, it sounds like there is something that is causing you to hesitate.  Can I ask what it is?”

(John) “Well, you said there was a lot of speaking in front of a group.  I am very uncomfortable with that”

Now I had the real objection, and I could deal with it.  I talked through the process of how the presentations are done, and when I got through explaining, he was comfortable going ahead.  If I had not kept “peeling the onion” and reach the real objection, he would not have gotten involved in the training, and that would have been a shame.

Remember, with gentle persistence, make sure you are addressing the right objection, and be prepared to defend your position.

Posted: April 7, 2020 | Categories: Leadership, Team Building

A few weeks ago I was meeting with the owner of a manufacturing company.  Before I could even ask, she asked me if I would like to have a tour of her plant.  I could tell she was eager to show off.  I knew they had the most updated equipment and state-of-the-art technology, but I soon found out that wasn’t what she wanted to show off:  She wanted me to meet her people.  As we passed each work station, Kim introduced me to the heads of each section.  She talked about their talent and had something special to say about each one.  Tell me: What level of trust do you think she has with her team?  You are right! A bunch.

In three separate studies conducted by the training team of Patterson, Grenny, and Maxfield, it was discovered that the “single best predictor of satisfaction with supervision is freqeuncy of interaction.  And if your actions are infrequent and only about problems, you’re really doomed.  Others only hear your position:  They never see you as a person.”

When we show a genuine interest and listen well, we connect at a personal level.  Once this happens, every subsequent discussion in problem solving, re-direction, and accountability becomes much easier, and we can have more direct conversations without creating resentment.  Leaders care!

Posted: April 1, 2020 | Categories: Customer service, Leadership, Self-Improvement

Dale Carnegie spent over 40 years working with teams and individuals in their efforts to become stronger leaders.  As he reflected back on his career, it was his belief that giving honest and sincere appreciation was the most overlooked principle of leadership.  When we fall short in this area, relationships can suffer.  Here is an example.

I know someone who loves to do little things for others.  If she goes on a trip, she buys something for each of her co-workers.  She remembers birthdays, and takes pride in giving special cards and a little gift.  She is also involved in a group, and just two weeks ago made cupcakes for a member who was celebrating their birthday.   She was excited going in, but not coming out.  She did not receive one thank you for the cupcakes of her efforts to make them.  Had this been the only time this had happened, she could have probably shrugged it off.  She reflected on all the things she the little things she had done this year, and could not recall one person saying thank you.  She also realized that not saying thank you is a new trend.  Just think of your own experience:  For me, when I buy something at the store, about half the time the clerk says thank you.  Where I come from, forgetting to say thank you is rude.

Now that many of us have some extra time brought about by this Corona virus, how about making a goal to strengthen our relationships?  Did you enjoy the musical performance?  Take the time to say thanks.  Did someone take the time to smile at you today and brighten you day?  Let them know it.  Did someone make something for you or send you a card or nice email?  Take the time to thank them sincerely.  Your star will shine.  Let’s end with the immortal words of Dale Carnegie referring to those who take time to appreciate:

“The rare individual who honestly satisfies this heart hunger will hold people in the palm of his or her hand and even the undertaker will be sorry then he dies”

Posted: February 7, 2020 | Categories: Leadership, Management

Have you ever been in a situation where you needed to address someone for making a mistake or not following through, and you realized this was not the first time?  I’ll bet you have.  Once a mistake or oversight has been repeated we to move away from the specific infraction and address the pattern.  Here is an example:

When I was in my early 20’s, I worked as manager in the lodging and hospitality business.  I loved my job and was given a pretty free rein in decision making.  My boss lived nearly 1000 miles away, and would come to visit about every 2-3 months.  I remember one particular time when one of those visits wasn’t so pleasant.  He asked me to report on a project he had directed me to do in one of his previous visits.  The specific project was an unpleasant and tedious one, and I procrastinated.  My boss (Mr. Lunt) realized that this was the third time he had asked me about the project, and each time I had come up short.  It was time to shift gears.  Mr. Lunt knew he now must address the pattern-not the incident.  He asked me one direct, appropriate, and chilling question:  “What can I do to get you going on this, Steve?”  He asked calmly and respectfully.  He said so much with just one questions.  I knew I had better turn things around and “get with the program” fast!  I did.  Mr. Lunt and I worked together for many years after that.  I have always appreciated the way he held me accountable.  The leadership lesson I learned:  If it is a mistake, address the mistake.  It it is a pattern, break it!  You will help the other person grow.

Posted: January 17, 2020 | Categories: Customer service, Leadership

“The rare individual who honestly satisfies this heart hunger will hold people in the palm of his or her hand, and even the undertaker will be sorry when he dies”

-Dale Carnegie: How to Win Friends and Influence People

For many years I was a training facilitator for The Dale Carnegie Course.  The above quote was one of my favorites.  It encapsulates what I believe is the most important thing to know when building relationships and leading others:  Making the other person feel important.

Once I worked with a fellow named Don.  He had a way of making people feel special.  He would greet people with a warm, sincere smile, and immediately begin to ask questions that enabled them to talk about themselves.  Remember, that is everyone’s favorite subject!

Don was an avid fisherman, and one time he went on a trip way up north in the Canadian wilderness.  In his experience, he interacted with the guides and staff at the lodge.  As usual, he showed his genuine interest, and was able to find out things about people that were very informative and entertaining.  The conversations Don had with them was one of the highlights of his trip.  When Don checked out, the host said, “I keep hearing from my staff members about you.  They want to know when you will be coming back.  They have never done that before!”

What Don did was what many of us don’t feel we have time to do:  Find out what makes others feel important and listen to their story.  If we do, we will brighten people’s day and make them feel important.  We may never know what a difference that will make.