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Category: Sales
What our favorite teachers and coaches know
Early in my coaching career, I remember my mentor, Bob, saying, “People won’t remember what you say…they will remember what they do.” This past week I observed a powerful example of this motto being played out.
About 3 weeks ago, I read a book to my 3-year-old grandson, Josh. It was entitled, “The Hungry Caterpillar”. As you might suspect, it was the story of a caterpillar gradually turning in to a butterfly. It is quite an incredible process. We wanted Josh not just to know the process, but also experience it.
We purchased a “butterfly garden” kit. Contained in the kit were 10 larvae in specially prepared cups. The larvae ate the food in the cup and started growing. They kept growing. Josh was euphoric as he observed the metamorphosis take place. The cocoons were formed and they started to wiggle, and last Saturday we all experienced the main event: The release of the butterflies. Freedom!
Having been so actively involved in the growth of the butterfly garden, Josh now reads his caterpillar book with a new perspective. He has experienced the process, and therefore understands it at a much more instinctive level.
What Josh learned is what we all need to remember: If we want someone to grow from our teaching or coaching, get them actively involved in the “doing”. We can then create true learning.
Use the power of the written word
It was in the early 1990’s, and I was reading an article about James Michener, the most popular historic fiction writer of that time. The article showed a picture of Mr. Michener seated at his desk in front of an ancient Underwood typewriter doing his work. Word processors were widely available by that time, and most of his books were over a 1000 pages. In spite of that, he chose to use his old manual typewriter to write. Hmmm…
A few months later I stopped by a typewriter repair shop to pick up a couple new ribbons. As I was making the purchase, I asked the store owner why James Michener used a manual typewriter. His answer came quick and was very simple. “Feeling”. Novelists like to put a lot of feeling into their writing, and working on a word processor can blunt that effort. This answer intrigued me, and heightened my respect for the power of the written word.
So what does the “power of the pen” mean to us? One benefit is stronger business relationships, which means we improve our ability to create and keep customers. For 20 years I was a leadership training facilitator. I would often write a note on a 3×5 card in the spur of the moment to class members. It was quite common that years later I would encounter an alum from my class who carried one of those 3×5 cards I had written to them.
The Declaration of Independence shows us that when you put a pen to a blank sheet of paper, great things can occur. Go ahead. Try it. Go to a quiet place, put on your “thinking cap”, grab a pen and sheet of paper, and let your mind flow. It could be an idea or simple note of encouragement or appreciation. Make a bigger impact!
The power of punctuality
Nearly 40 years ago I was viewing a session on time management and I saw a demonstration I’ll never forget: The speaker asked the audience of 80 people, “How many of you have been on time for every appointment you have had in the last year?” Only three raised their hand. Since that day all those years ago, I can count the number of times I have been late on one hand. Being on time is my non-negotiable standard.
Unfortunately, one of those “non-punctual” times happened this past weekend. My wife and I were scheduled to visit our son and grandchildren. We said we would be there between 9:30 – 10:00am. We didn’t arrive until 10:15. As a result our son had to reschedule some activities to compensate.
My son is 38, and this was my first time being late. I knew he must be thinking it was my wife’s fault. It wasn’t. It was mine! The reason was poor planning. I made it very clear that it was my fault and I apologized for not respecting his time. No excuses. No blame. I suppose I could have brushed it off and said in a dispassionate tone, “Sorry I’m late”. I couldn’t do that. This was a big deal. When we say we will be somewhere at a certain time, that is a commitment. It is a promise. It is our reputation. It shows we respect the most valuable thing we have…our time.
I conclude with the speaker’s follow up question: He asked the 3 “on-timers” who raised their hands how they did it. They all had the same answer, and I’ll bet you know what it is: LEAVE EARLY! Be punctual. Be a person who can be counted on.
How to create loyal and lifetime customers
As a handicapped senior citizen, I can be pretty slow moving. When I go to a store or event lately I have sensed some impatience and “twitching” as I place my order and slow down the line. Let’s admit, we can likely remember a time when we have been impatient with someone, and felt bad about it later.
Last Saturday, I had an experience that definitely demonstrated the value of maintaining patience and being kind. Here’s what happened: My two sons and I went to Wrigley Field as a 30-year Father’s Day tradition. The crowd was a sellout and everyone was jamming up at the gates to show their tickets and enter the park. Then came me poking along. As I went through the gate, an usher saw me with my cane and graciously offered to bring me a chair. Even though I declined, I was warmed by his enthusiasm and caring.
Later in the game I moved from my seat to go buy a snack. As I was descending the steps, one of the ushers reached out and said, “Here, take my arm”. What impressed me most was what management had built into their culture. I walked away thinking how much these folks welcome helping people and how much they care.
This is my message to you: Every human interaction is a moment of truth. How you manage that moment is a big part of what life is made of. We can truly make the other person feel important and apreciated, or we can be indifferent. Are you a people builder or people shrinker? Which one would you rather be?
How to keep a “sure thing” a “sure thing”
I have a friend (We’ll call him Rick) who recently sold his company. From beginning to end, the sale process took about two years. Rick’s goal was to have the business sold by April 30, 2025. It almost didn’t happen.
Last Tuesday, Rick received a call from the prospective buyer. He said he wanted to postpone the sale until later in the year. Rick didn’t panic. He knew he needed to work through some last-minute sticking points. They did, and on Thursday of the same week they had the closing, and the sale was complete.
How did Rick turn the situation around so quickly? He was prepared. Rick and I had several conversations about 11th hour surprises. Rick considered everything he could think of that could make the deal go south. With the list, for each concern he carefully considered how to respond to each objection in a way that kept things going. It worked. There were two objections: One dealt with a large sale that had not been closed yet. The other was an employment contract dispute. They calmly got to work and came up with a plan they were both comfortable with. The objectives were resolved, and the closing naturally followed.
Many sales reps have experienced a “sure thing” deal go bad at the last minute. I recommend that we all learn from Rick, and prepare for those last-minute objections. Doing this will allow us to be calm and not panic, and systematically work through all remaining objections. Then…CLOSE!