A Training Veteran

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I flew on Monday.

He was a talker. We discovered we were both in Training.

I’m not often speechless. But with Dennis I was all ears.

He’d been in training for 40 years and was heading home. It was his last trip he said. He was retiring from the game.

His big thing about training was the customers. Not the learners so much – but the customers of those learners. That’s what drove him. All his years of training was for them. It made sense.

Don’t get me wrong, he loved the learners too. He spent his life figuring out the best way to teach and shared that in the end, it was the work ethic of the students themselves and their willingness to practice that made all the difference in the world. That made sense too.

Testing was an obsession with him. In his training experience, knowing and certifying for absolutely sure that his charges understood the content and could prove it not just in class but in the field months later, was critical. Made perfect sense.

You see, we are both in training. So I get at the most basic level what that means, how important it can be and how hard it is to do.

But I train stuff that just helps people. Dennis trains stuff that saves lives.

Dennis was on his way back from another year in Afghanistan. He was a former military man now working for the Department of Defense and the Training leader of a bomb finding dog training school saving the lives of American soldiers with his Belgian and German Shepherds clearing roads by sniffing out IED’s.

While the odd commonalities of our training worlds struck me, it was of course the differences that made me speechless.

“It’s tough, one of my crew lost both of his legs three weeks ago in a remote detonation and his dog took a lot of shrapnel. They’ll both be OK…. ” He stopped, leaned forward and looked beyond me out the window.

“Oh my, look at the grass, look at the trees…” he said with a voice trailing a bit as we neared landing. His eyes were misting perhaps an understandable mixture of sadness and joy.

“Vietnam, Panama, Desert Storm, Desert Shield…and all that sand and all that nothingness….It is so good to be getting home.”

When we landed and I thanked him for all those years of service he just shook my hand, winked and smiled. It occurred to me that perhaps Dennis was not really that much of a talker after all and given the troops he trained – didn’t need to be. That today on this flight, maybe he just needed to talk.

Maybe I was just lucky enough to have the honor and the privilege of sitting next to an incredible trainer on a very special day of his invaluable life.

Thank you Dennis. Thank you.

Invaluable

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It’s a goal you can have.  It’s a choice you can make.

Yes you can be helpful, wonderful, fantastic, amazing or even, the best. 

But to be invaluable, that’s better. 

Invaluable to your boss, your partner, your team or your child.  To be priceless.  To be heroic.  To be unfathomably missed.

That takes doing.  That takes more than executing on your skills or tapping into your smarts.       

Invaluable takes big and different dreams.   Invaluable takes stringing together moments of thoughtful brilliance.    Invaluable takes a mission-like obsession.

You know it’s there for each of us.  Let’s go do that. 

Till next time,

Grow The Business

Mark

Mondays are busy.   All Monday posts are 100 words or less.

About Face

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mark mullet years   

Let’s pretend you are just like this handsome dude in the picture;  a guy, single, and in a bar.   And it’s 80’s night.

Your name, as always and of course is…Rock Ledger.  (Just go with me on this – my blog, my rules).

Even though you are still a certified Sales legend, these are not Good Times in the romance department.

Things are so bad that one woman said “No” to a date with you,  even after you handed her 2 concert tickets, promised you wouldn’t bother to show up and that you’d never contact her again.

You don’t understand what’s happened to you!  You have never had these kinds of problems in the singles scene before.  Heck, your buddies named you years ago, “The Other Rock Legend”.   Maybe you’re in a rut.   Maybe the world is changing and your approach has to be different.  Maybe it’s just a run of bad luck.  Real bad luck. 

Despite the cool Tears for Fears music, you’ve had it.  You get up to leave.   But then..…

…….She ……slowly…..walks…..by………

She is stunning.  She is more than stunning…… she is amazing. 

She actually turns around ……………….and looks at you.  

You realize your mouth is awkwardly agape as you bask in the awesomeness of her beauty. So you snap it shut, straighten up and give her The Look.  (The Look of course, was invented by you back in the day.  It’s the one in which the left eyebrow arches, the head bobs with a half smile that says, “Hi there, I am Rock Ledger, and you deserve me).

It worked!   She starts to walk over to you.

Good Times are back.

Her name is Cassandra and well; you are feeling good so you’ll spring for something special.  You motion to Marty that you’re moving “uptown” now and will pass on the normal Bud Lite cuz’ for the lady, only Bud Lime will do.

“You are so beautiful” you tell her.  And she is.  “You’re so beautiful that you don’t even need much make-up”.  You can feel you are getting your groove back now.   She smiles sweetly and takes a sip of her Bud Lime.

You are a romantic guy so you keep on with the sweet talk.  “Not much make-up at all Cassandra.”  She smiles again.  You know it’s a great move to get her to talk about herself, so you ask a good one.  “Are you happy with the way your face looks now?”

“Excuse me?” she says.

You reply “No, what I’m saying is I’ve seen a lot of other women ….do like a whole total makeover thing on their faces and even look more beautiful than ever.”

“Are you talking about my FACE!” she cries.  “What is wrong with my FACE?!” a little louder. 

You’re thinking maybe you are in a little trouble but this is the best you’ve done in a while so you keep on keeping on.

“Cassandra, your face is beautiful.  I bet everyone loves your face and knows your face, but you have had that look for a long time.   I think I have a few good ideas you might like if you want to you know, freshen it up a little bit.”

She stares at you.

Yep.  You suspect that now you are in fact, still in a rut.  Deep in a rut.

Cassandra slams her Bud Lime bottle on top of yours and as that explodes all over you and the bar, she takes the rest of her bottle and dumps it on your head.  

Good Times no more.

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I needn’t beat you over the head with the lesson we learned at the bar today.  So I’ll keep it brief.

Cassandra has a face and a business has face.  And both are things you as sales people,  consultants and advisors need to be very careful about. 

That face is very important to a business owner,  especially if that business is small to medium sized.  Be it the logo, the website, the facebook or LinkedIn page, the storefront,  brand promise, the status in the community, the unique services they provide or the colors, the cars,  or even the style of the owner- it’s all a crital “face” of the business.

And it can be that personal.   

If you are in the business of helping businesses get better and or change; be careful how you go about messing with the “face” of that business

Small business owners in particular are a prideful ego-laden bunch.   You can’t talk like Rock Ledger did here (yes that picture is really me, but the nickname..not so much)  and suggest tactlessly a  business makeover, a switch in strategy or revamp of their websites or marketing plans – whether you’re a marketing consultant, a printer or software salesperson.   If you do, trouble might brew (pun intended :)).

Whenever you foster change a business, especially a smaller one, you can be changing that “face” of the client.  Be smart about it.   Do it wrong and it can go very wrong.    It’s not taboo – It’s just different.

Till next time,

Grow The Business.

Mark

Love

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I’ve gotten a lot of good natured ribbing lately about the word “Love”.  

Yeah, I helped the talented staff here and designed a short training a couple of weeks back around a particular sales effort.  I recommended that salespeople use the word “love” in voicemails and conversations they have with folks.

Darn proud of it I am.   It’s good thinking.  Heard we got some sales rollin’ in too.   

You don’t like the idea?  Feels uncomfortable for you?  Too bad.  You are missing the point.    

It’s not the word “love” that matters as much as what that type of word does.

You have a choice.  Do you want to sound like every other Sales or Account Rep calling or leaving voicemails for clients and prospects or do you want to be different? 

Do you want to be the 11th voicemail the small business owner picks up that is not a needed customer, or their accountant, or a family member but instead is a sales rep (you) and pray that your brochure-like language gets an inkling of attention?  Or do you want to be memorable?

In Voicemail your biggest obstacle isn’t how you deliver your value, or how you position your offer or if you can sound credible – it’s the dang Delete button. 

You bore and you are no more. 

A word like “Love” in a voice mail or in the first minute of a conversation as in “We sent you a coupon for this because we love you” makes wonderful sense when you are calling on customers with any tenure to your organization.    A word like “Love” as in “I love what you are doing, opening a new business- that is exciting” when working with prospects will surely get attention.

Still feels awkward?  It just doesn’t feel right still? 

Find a way.  You are still missing the point.

“Love” and words very much like it, engage something wonderful in a customer or prospect.  They don’t expect to hear that and in one word, it signals uniquely what you think of them – which is impossible to go unnoticed.   No other vendor, sales rep or partner leaves words like “love” on a voicemail today let alone in a conversation.  And maybe, just maybe if you do this – that customer or prospect will perk their ears up, listen to the rest of the message and who knows, write your number down and call you back.

So whether the word is “love” or “adore” or “cherish”, each will get attention.   And it sets you apart in a memorable, wonderful way that will get you far more business than if you sound like everyone else.

Till next time,

Grow The Business.

Mark

Great Problems To Have

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Too many product demonstrations.  Too many appointments.  Too many long conversations with prospects.  Too much customer feedback. Too many information requests.

Do we really have enough of these problems? 

What great problems to have. 

I long to be called into crisis meetings on these topics and have to build emergency plans to deal with them.

I wonder if in this less trusting, multiple decision maker and “In 2 clicks and I can see all your competitors” world we live in today, we realize that a welath of these typse of problems would make more sense than ever.

Till next time,

Grow The Business.

Mark

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Mondays are busy enough.   All Monday posts are 100 words or less. 

Friday Reprise

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Dear Reader,

This blog is a youngin’ (a mere 10 months old) with about 100 posts.   Thank you for visiting today and whenever you do.  I write not for me you know.  (Well writing really helps me think so that is a bit of a lie)

What strikes folks about posts on sales,marketing, training or just life?  I took a look at the stats last night.     

Here are the 5 most popular blogs in order based on page views so far.     You might know them. 

5 Oddly Wonderful Things to Say to Customers   

6 Questions Never to Ask a Customer

Still The Luckiest Man in the World

Treat Your Boss Well

You Had Me at Hello (and then you just let me go)

 

What does it say that these are the most popular posts so far?  To me is says that obviously a post has to catch the eye of (and this is the essence of social media) someone who is both influential (lots of followers, subscribers etc) and cares to recommend and share – but that in general; people like short, valuable and interesting content written in a way that is perhaps a little different or unexpected and that on occasion, moves you a little bit or makes you think.

Shocker eh?  

That’s a darn good recipe for a bunch of stuff like selling andmarketing and training too.

Only wish I could do that every time I post.   Enjoy!

Till next time,

Grow The Business.

Mark

Why I love Dancing With The Stars

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I don’t dance.

Well, I do but it’s frightening.   Think Kevin James dancing in Hitch and that’s me.

I don’t watch dancing and I certainly don’t watch a TV show about dancing with celebrities.  

Three weeks ago my wife and daughter forced me to watch at least the start of this Dancing With The Stars show.  Glumly I sat ( though not that glumly holding an ice cold beer in one hand and a spatula in the other as I had every intention of making a break for the grill as soon as we hit first commercial), and I watched.

I watched it again last night.  There is something about the show that moves me (thankfully not literally) aside from the competition.  Some things I think can make a difference that if like me, they move you too.

It’s uncomfortable.  Stars in their field (like sports or acting) are doing something perhaps against every fiber of their body and mind.  I get that some celebs are addicted to the celebrity or the money but honestly, there are more than a few where it is very clear that the person is both highly comfortable with themselves and yet remarkably self deprecating.  I know people just like that at work and in my life.  They are the best leaders and the best friends.

There’s a mentor.   I want one.  I want a dance pro partner who takes me under her wing and says “This is crazy but you are going to do it anyway”.  I want to stretch and do uncomfortable things, really uncomfortable things and would love that kind of guidance and support and direction from a mentor.    It’s powerful.  Maybe I need to go find one and beg him or her to consider helping me in a space I long to be but seemingly do not fit.  Or maybe, I need to be available as a mentor for someone else who is looking for that unbelievable stretch.

That expertise blows my mind.  The dance professionals – they are athletes at the highest level.  Yet unlike most athletes, they also choreograph the plays.    How many superstar athletes have that vision, that artistic vision, to tell a story on so many levels?  They must interpret the dance, the era, the story, the emotion and oh yeah actually dance it themselves.  That depth of skill is bit unfathomable to me.  See, Create, Direct and Do.  To See, Create, Direct and Do exceeding well yourself is incredible.    Many of us play, gravitate or just settle at doing one of those four things at work.  Why not do them all?

Till next time,

Grow The Business.

Mark

Bueller

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Everyone knows the movie scene.  Ferris Bueller (Matthew Broderick) is not present in the classroom while the unknowing and charismatically challenged teacher (Ben Stein) drones “Bueller?… Bueller?…. Bueller?….”.  Funny.

25 years later, some folks (including me) use the phrase with very present people when there is.…. no response.  In some meetings and trainings, questions are never asked and comments are never made – it’s just silent.   And “Bueller?..Bueller?…” is a means to get some response.  Funny.

Sometimes.

But really, if you have to Bueller when people are present, don’t you have or are you, a problem?

Till next time,

Grow The Business.

Mark

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Mondays are busy. All posts are 100 words or less. 

How To Avoid Being an HR ( and Customer) Nightmare

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Am I an HR Nightmare? You decide. 

Imagine that you and I just ran into each other in the street.  We’ve never met before. 

I smile and ask, “Excuse me Miss, may I take your hand?” or I smile and ask “You are simply gorgeous, have you ever been a model?” or I smile and I ask “Your place or mine?”

Well?  Am I an HR Nightmare?

Before real HR personnel here race down the hall and escort me out of this building, let me explain why I ask.    There is a lesson here. 

First I understand a majority of you (OK, all of you), would have been appalled and/or frightened if any of the vignettes really happened.   “Hell no!”,   “Get away from me!” and “Police!!” would likely be the vitriol lobbied at me.   

But let’s change the vignettes just a wee bit.

**

Imagine that you and I just ran into each other in the street.  We’ve never met before.

I smile and say “Excuse me, I am a doctor and you don’t look well, may I take your hand?” or I smile and say “I am with Martin & Stevens modeling right here in Boston.  You are gorgeous, have you ever been a model?”  Or I smile and say “I am Detective McCarthy with Boston PD and I need to ask you a few questions – your place or mine?”

 

 **

You get it now.  Makes a little more sense. 

But while I may not be a true HR nightmare; some of us are Customer or Prospect Nightmares.

Within moments of meeting customers or prospects, whether they call us or we call on them, some of us ask questions we have not yet earned the right to ask.   We ask questions like “How’s business?” or “How do you market your business?” or “What challenges do you face?”  Or “What are the goals?”   

And shockingly we often don’t take the time to drop the necessary credibility first.  We never proclaim our being a doctor, an agent or a police officer so to speak and hence we create a whole lot of tension, confusion or even anger.

Tension, confusion or anger by the way, stops the sales process dead in its tracks. 

In a perfect sales world we have the credibility, trust and time already invested and would be able to ask these questions without worry of how a customer or prospect might feel or respond.

But we don’t live in a perfect sales world and yet still need information from our clients.  So when that phone rings or we make that cold call we ask and ask away, sometimes to our detriment. 

Here is a surefire simple way to avoid being a Customer Nightmare (Sorry really can’t help you if you are an HR Nightmare) and improve your chances of getting good questions answered.

  • Preface It:  If you want to ask “How’s business going?” of a small business owner seconds after meeting them – Preface It with “I’m hearing a lot of things from my retailers lately, but how’s business going with you?”  Here your experience with other like customers (retailers) earns you street cred and reduces risk of posing a question that might be considered an affront so early on.    It also piques interest that you may know something of value; which can help you avoid getting booted out the door or off the phone sooner than you’d like.

 

Preface It is a simple formula:  Any variation of Your Experience + Teaser + Customer’s line of business = one heck of an assist to get a good question answered.

Have at it. 

(Next time, I’ll share another tip you can button right on to this one that will greatly enhance your effort to discover well with your customers and prospects).

Till next time,

Grow The Business.

Mark

Cool Sheep

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Google’s +1 (plus one) launched last week.  It’s flattering proof once again that what your network likes is a vital influence in your decision to buy something.

We are sheep – albeit the smartest, coolest and most innovative sheep ever.  And we largely act and buy because of what we see other people like us do or recommend.

No influence in the history of the world is more powerful.  None.

Advertisers know it.  You must know it.   Strive always to share and show the cool sheep what is so liked about you and your product – all their friends are watching. 

Till next time,

Grow The Business.

Mark

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Mondays are busy. All posts are 100 words or less.