Sales

So Misunderstood

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Some sales people, when they hear my name, turn their heads away and shrug.

Some sales people, when they hear my name, feel insulted.

Some sales people, when they hear my name, get very angry.

It’s too bad really.

Some sales people, when they hear my name, just don’t get it.   I am so misunderstood.

Because without me, some of the greatest sales people in the leadership world would just about be forgotten.   Without me, you’d not remember half the moving messages of an Obama  or  Reagan or the stirring words of Martin Luther King on the steps of the Lincoln Memorial, or the timeless candor of JFK at his Inauguration.   

Without me, some of the greatest sales people in the traditional selling world would just about be lost in the crowd.  Without me, you’d not have heard half the messages of Tony Robbins, Zig Ziglar or Jeffery Gitomer.

Without me, some of the greatest sales performances around us would just be of the ”Oh So Average” variety.  That guy in Florida, the one that landed the fortune 100 company, that would have been different.  That appointment setting guru, she wouldn’t get half the meetings set up with decision makers she does today without me.   

My name is Scripting.  And I am so misunderstood.

I am not overstating this.  Barack, Ronnie, Martin and John performed crafted messages.  They worked from scripts.  They had visions and dreams and goals to sell.   They followed that script; they wanted to; they needed to.

There is an unwarranted aversion some sales people and sales leaders have to being handed a script. 

You have to remember that a script is content crafted in such a way that a message is superbly told, a vision is passionately stated, or an experience is exquisitely orchestrated. 

No one who hands you a script is trying to script tone, genuineness, sincerity, passion and excitement.  You own that.  

No one who hands you a script is trying to “de humanize” you or the experience.  It’s the opposite.  That script, that process, that well crafted content is there to allow you to maximize your talents making the experience sound nothing like a script.   Learn from the masters and make the script invisible; that is what you own.   

The great sales people of the world, the industry or even in the building you work in wouldn’t dream of “winging it” or thriving off of improvisation; it just doesn’t work. 

Till next time,

Grow The Business.

Mark

From The Red Book

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I carry a little red book around with me.  I write things in there that I like, I hate, I worry about or get excited about.  I bet you all have a little book or notepad too.

I looked through it over the weekend.   These strike me as things I want to write more about, support or rail against, or just plain share and do something more with. 

How about you?

  • I hate that human condition that drives online business reviews. Have a problem and you rant online no matter how little the issue.  Skews everything. Totally unfair.

 

  • I doesn’t matter much if you have the newest tools or software on your desk (like a new CRM for example) if you have no desire to change your routine or results to begin with. 

 

  • Listening is cool.  But If you can’t get your client to talk to you, what the heck is there to listen to?

 

  • Coaching is hard.  Coaching to stats, processes and order entry is easy vs. coaching to communication, selling and service skills.  That latter will grow the business and former will give you the chance to do it.   

 

  • It’s only a matter of time before what’s credible on the internet matters more than that something is in fact, on the internet.  And that time is very soon.

 

  • Twitter, Facebook, LinkedIN and all the rest haven’t changed us.  We have always loved, and needed a network of engaged, trusted friends and colleagues.   That need has always been there; it’s the tools that keep changing.

 

  • Glen Garry Glen Ross is simply the greatest sales movie ever and is Jack Lemmon’s best performance. The language is rough but the Mamet writing is priceless.

 

  • Ever notice on Mad Men how they have to sit the prospects down in the 60’s and explain in detail what marketing and advertising is in order to sell it?  Well we gotta do the same thing somehow these days when we sell online marketing.  It’s still kinda foreign to people.

 

  • Service Reps have the most satisfying job in the world.  You pros here know what I am talking about.

 

  • Open ended questions are so overrated unless you have some trust established; otherwise it’s just offensive. 

 

  • Adult learning theory continues to be disproved over and over again as weak.  It’s about “what” is being trained that matters, not the learning “style” of folks. ( Just as I suspected :))

 

Till next time,

Grow The Business.

Mark

Kill all Leads, Commissions and Sales Reps

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I’m done with these three.

You should be too.  It’s tough because I worked them, fed my family with them and have been one for a lot of my life.

But I don’t believe anymore in what we call these three.

We need to change the names of these things.   It would do us wonders on so many levels.   Bad names can hurt what people think about you.  Bad names can hurt what you think about yourself.

And I’m done with that.

**

Leads.  Ugh.  Please, this is word is the worst offender.  “Give me the leads”.  “The leads stink”.  “I need more leads”.  The word “leads” just reeks of a faceless commodity. 

Change the word to “Needs”.  Every lead is really a person or people with a need.  And every Need has a solution or a way it can be filled.  A Need is customer focused.  A Need is something to rally around.  A Lead on the other hand, is blah.  A Lead is for us.  And “us” should not be the focus.

Think of what would change and how we might feel or do differently if:

Leadflow becomes Needflow. Lead Management becomes Need Management. Lead Generation becomes Need Generation.  Isn’t that better?

Commission. An ugly heinous word in sales don’t you think?  A word so commonly hated that many companies go out of their way to advertise that their sales pros are not paid on something so ghastly as to be called “commission”. 

Let the Commission Plan become a Mission Plan that “rewards” behaviors and results.  “Commission” the word, disappears and “Rewards” becomes the lead story.  “Rewards Pay” details not what portion of a sale price goes to a rep but what portion is added to the reps pay as a reward for behavior or results. Semantics?  Yes, my point exactly.

“Rewards” the word doesn’t sound like a “take” or “cut” or an “added cost” to a client ( or to the sales rep).   Rewards are awarded by the boss or the company for a mission accomplished well.

Think of what would change and how we might feel or do differently if:

Commission payout becomes Rewards payout. Higher Commissions become Higher Rewards. I work on Commission becomes I work on Rewards.  Client Commissions become Client Rewards.  Isn’t that better?

Sales Rep:  Ah….. the almighty fearful title.  For at least 60 years people have tried variations to hide or mask or those two words.  Nobody it seems wants to be called a Sales Rep.  No doubt you’ve heard or have been an “Account Executive” or a “Territory Manager” or a “Sr. Business Development Mgr” and on and on….. all the while being um…..well, a Sales Rep.

Truth is, the name “Sales Rep” sucks.  It has always sucked.

It’s not customer focused, it’s company focused.  It’s not broad sounding, it’s narrow sounding.  It’s got one of the most stereotyped images around of greed, neglect and selfishness.

The new name is simple. 

Help Rep.

Help.  It’s what any true sales rep really does anyway.  Help fill a need.  Help fix a problem.  Help make something better. Help you feel happy or organized or in control.  Help you grow your business. Help you run your business.  

Think of what would change and how we might feel or do differently if:

You walk into a Macy’s store and you talk to a Macy’s Help Rep, or walk on a car lot and talk to at Toyota Help Rep, or call Deluxe Corp and get a Deluxe Help Rep.

Maybe all the Help Reps fly in for a big Help Conference in Chicago called the Big Help.   Maybe there Help Contests for the Help Reps.  Maybe you get better and better at Helping vs. better and better at Selling. 

**

Pretty simple stuff these changes are to make.  And if we just do it I swear we could change a little bit of the world.

Till next time,

Grow The Business.

Mark

An Heartfelt Letter From Your Headset

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Dear Sweetie,

It’s about to get real busy again, so I wanted to write you this letter now.  

You and I don’t talk as much as we used to (at least not to each other).  Maybe it’s because I get up into your hair sometimes and am literally in your face all day, but our love feels like it’s waning.

I’ve been noticing some things and just need to get them off my padding before we settle in for our next push together to grow our business.  We’ve had great run together so far this year baby and I want it to continue.

I feel like I am in one ear and not the other.  And I’m not liking this trend.   A lot of the time I’m just hugging your right ear while the rest of me that should be on your left ear,  is dangling in your split ends.    I guess you do that so you can hear better the conversations of your friends or the Twitter feed or whatever.   But I like hugging you baby.   All of you.   Put me back on both of your ears and I think you’ll do better at your job too.   I can help you focus.

I’ve noticed your wandering eye.   Resist the One Eared ones dear.  Those headsets are trouble.  Oh sure, they dance around looking all sleek and sporty with that single ear “come hither” look.  I’ve seen some too that prance around without cords going brazenly wireless but they are bad news.  Don’t dump me for one of those honey, that just sends the wrong message all around.  You have got to listen and listen real good when talking with folks on the phone; that’s how we’re going to grow the business.  I’ve seen you staring at those One Eared ones though.  And while you can look; you cannot touch. 

You don’t show me a good time so much anymore.   My microphone has hit the monitors at least six times this year and you must remember the two times I got caught in the keyboard your head was so smashed up against the displays.   There used to be a time when talking to folks that you’d spin us around and look out the window or at the plants nearby.  Good times.    Seems you always had better and smarter conversations too when you weren’t obsessing with what’s on that darn desktop.   I want those days back love muffin, I really do.

You don’t smile at me as much lately.  When we first met you smiled and laughed a lot.   Sure, the job is hard but I miss your smile schnookems.  Smile on purpose and keep it fresh.  Heck, I’ve got hair gel, food crumbs and who knows what else encrusted on me ( which reminds me I could use a good cleaning) but everyday I try and make my sounds as fresh and clear as a daisy for you.    You have great smile and a great laugh and it may be the 50th person we’ve talked to today and we’re both tired, but heck,  being happy and positive is why I fell for you in the first place.

I don’t mean to sound all negative.  I don’t.   I feel so connected to you sweetie.  We are a great team.  Let’s buckle in.   The closer we get the stronger we’ll be.  Let’s work hard on keeping the magic alive.

With all my love,

Headset

Till next time,

Grow The Business.

Mark

The Bird

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I’m not thinking about the America eagle, or this year’s Thanksgiving turkey or even the late Detroit pitcher Mark Fydrich known as “The Bird” (loved that guy when I was a kid..RIP).

I’m thinking you know, The Bird.

This is a family blog though so I won’t just come out and say it.    Instead I’ll call The Bird a safe acronym like “TB” for the remainder of this post.   And since the acronym “TB” is more commonly known as Tuberculosis (which is a heck of a lot worse than this other TB I’m talking about) by comparison, mine is pretty tame.

What I will say and list for you, are the times during a typical day or a week that I feel I am getting TB (not Tuberculosis type) from businesses.  Not an “in your face” blatant nasty service experience that everyone writes and complains about, but a sudden unpleasant little message you flip in my general direction.  

And that is not good.  Maybe these little affronts are a sign of worse things to come from this experience, this business relationship.  Maybe these little affronts stop the relationship process really before it even starts.

My guess is that businesses may not have a clue they are doing this and if that’s the case, please get a clue.  And if it is being done on purpose, quit it.

The Bell.   If you’re a small business or even a large one and aren’t drooling at the prospect of a prospect walking in your door but instead place a little silver bell for me to ring to get your attention, then you are giving me TB.  Guess I’m not that important.  I suggest a mirror, a dog or some sort of bell on the door I open that gets your attention before I need to.

Flat Screen & Standard Definition TV:   Have a nice bar?  Have a nice place casual dining establishment?  Great, I love it.   But every time you hang that 47” screen over your bar but only show standard definition programming it’s like giving me TB.  If you can’t cough up the costs or work out the deal to broadcast HD don’t insult me with the blurry picture on your beautiful television screen while I sit paying 500% margins on your over priced local brew.  What’s next? Skimping on the soap for the dishwasher?

 “noreply @..”  Ever get one of these emails?  If your business sends out any emails with the sender labeled like this for any reason, you might as well give me TB.  Staff the darn mailbox or forward it to someone who cares because if the recipient is your customer and he or she cares to reply; you should care to listen.

Newspapers Outside The Lines:  This one drives me crazy.  You are giving me TB when you insist dear supermarket, that the newspapers be lined up against that wall at the far end of the store beyond the check out lines.  Now since I just decided upon viewing that I want a newspaper, I must decide to get back in line to pay for one. Nope.   Same goes for the firewood and charcoal and the winter shovels.   What is this losing sales tactic called anyway? “The After Purchase Purchase?”

The 24 Hour Sales Cycle (NOT); Ever get a LinkedIn invite one day and then an invitation to spend money the next?  Ever get a ReTweet on Twitter or a nice comment on your blog post one day and then a pitch from that person or business the next day?  I have.  I’ve gotten them from former colleagues, friends, people and businesses that I know or knew.  Ugh.    Faux Networking is TB in capital letters (I mean like really big capital letters).

TB is fowl.  And while you undoubtedly have your own examples of TB in the marketplace (and please feel free to share),  figuring out if you, your business, your team or your department is doing TB innocently to customers/prospects is important to think about too.   It may be hard to spot or put a finger on so to speak but it’s well worth the look. 

Till next time,

Grow The Business.

Mark

Assume He’s Earned It

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That moment stayed with me all week while vacationing in Maine for a few days last week. 

He shuffled slowly, eyes riveted on the beach, his elbow tended by his middle aged daughter as he made his way to a table at the ocean front restaurant. 

He looked well into his 80’s or even into his 90’s, and I had a passing thought that maybe this beach was just one of many he’d seen in a lifetime as a civilian and perhaps as a Serviceman.

But it was what the younger gentleman dining alone said that struck me.  He broke from eating, stood and pulled out a chair for the elderly man and when the daughter mouthed “Thank you” the single diner said  “He’s earned it.”

“He sure has” the daughter beamed. 

The lone diner had no idea what this man had done to “earn it” and nor did I.  But the point is that there was an assumption that he had.

Giving help this lone diner so simply reminded me, was something not given out of pity or helplessness or ignorance or obligation but rather, out of assumed respect for the person. 

That’s a lesson we need to hear more of it seems to me.  There are some assumptions we need to change.

I grow worried that in business (and elsewhere in our lives) there’s a “prove to me” perspective too many of us take when meeting or working with people for the first time.  That we as sales people and managers and trainers sometimes approach prospects and existing customers, as well as new and veteran employees,  as people that need to earn the chance to be “worthy” of our time, our work, our humbleness and our help. That the help we give is a magnanimous gift on our part vs. help being given simply because it has already been earned.

It’s not that the old man in Maine may have served our country or done something great to “earn it”. Who the heck knows what he’s done but the presumption should be more often than not, that we are privileged to help people vs. the other way around.

  • Assume before calling on this prospect that she isn’t inexperienced just because her business is new but rather that she’s a 20 year business veteran now branching out on her own.   Assume that and you’ll do all the research required before you visit or call and be in a far better position to provide real help.
  •  Assume that this new hire class has collective sales experience like no other class before (as in this economy without a doubt they do).  Assume that and giving the “What Sales is Really All About” speech might change to real help in the form of a selling workshop fostering discussion about how to sell in a sketchy economy.
  •  Assume that the owner you are talking to also does most of the selling for his company.  Assume that and slamming in 4 product pitches or 3 trail closes isn’t the help you’ll give today. 

 

You can add your own new assumptions about each member of your staff or the customers in the territory you just inherited or the leader you now report to.  Just make sure the assumptions are that they’ve already “earned it” because chances are they have.

Till next time,

Grow The Business.

Mark

Know Surprise

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Surprises are cool. Surprises stick. Surprises set you apart.

You know the value of surprises don’t you?  I’ve seen a few cool surprises recently.

  • When this doctor’s office gets your call that you’ll miss your appt but then sends an employee out to you (and your broken down car) a mile from the office just to keep you company while you wait for a tow truck and then drives you home; that’s a surprise.

 

  • When the Tweet comes out with “Here’s a free e-book with 50 ways to build a social network” and the next day,  “Here’s 50 ways to be a sales rock star” and this is all good stuff with no strings attached and there is nothing you could even buy from this guy if you wanted to, that’s a surprise.

 

  • When Sal, the Nashua, NH  furniture sales rep here, sends you a handwritten note a week after a sale stating it was “nice to meet you and Mary and little Billy”, even that’s a surprise.

 

These surprises happened to real people I know personally just over the last two weeks.  Surprises are powerful. Surprises get your attention. How are you surprising your customers?

Here are 5 surprises I bet small businesses would love:

  • Send a Thanksgiving card to 50 of your best customers. Whether you work for a big company or for yourself, do it on your dime and on your time.  Nobody expects Thanksgiving cards in business but be thankful; these customers help you feed your kids.

 

  • 4 hours after a small business places an order with you, call back and say “I had a minute and wanted to say thank you again for your business today, we really appreciate it”.  And then, hang up.

 

  • Send training or sales or marketing tips to your clients.  They train, they sell, and they market too so they’ll appreciate it even if they only buy widgets from you.

 

  • Give your last name right at the start of any interaction and spell it for the client, prospect or dissatisfied customer. You’d be surprised how surprisingly welcome that is for folks and how rarely it really happens.

 

  • Connect via video when talking with a client, or arrange for a Saturday or Sunday presentation when the owner is in office and things are a little quieter, or just text everything back and forth cuz’ you know she does not want to take up the business phone line while talking with you.

 
Some surprises are surprisingly easy to do, others take a little more work but you get the idea; Surprises rock. Surprises differentiate. Surprises grow the business.

Get to know surprises well.

Till next time,

Grow The Business.

Mark

For the Blind, the Deaf and the One in the Back

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Lia Oldham and her husband Ben teach theater skills to summer campers in Groton, Massachusetts.  

My son attends the 2 week camp and shared that Lia reminded them last week to always perform for the “the blind, the deaf and the one in the back”. 

Great advice.

Theater is a good training for much of the presentation work we do in sales, marketing and training.  Leaders too have been known to steal a few techniques from the stage to get their messages out well.

I did a fair amount of acting and directing back in the day and some of those stage lessons came roaring back having heard what Lia said about how to perform for your audience.  I’ve never been shy about sharing the value of having a theater background if you work in sales, marketing and training.  In fact, that experience is great to look for when your hire people in these spaces. 

Here are 4 stage techniques that specifically respect performing and presenting for the “blind”, the “deaf” and the “one in the back”.

For The Blind.  On the stage, performing for the “blind” recognizes the true value of what is being heard.  One stage technique is so important it’s often repeated three times;

  • Tempo, Tempo, Tempo.  Great acting (and great playwriting) result with stage performance sounding much like a song though this play is not a musical.  Stage directors obsess with tempo both to keep the play moving but mostly ensuring that the monologues and the dialogues that already have a cadence, a beat and a rhythm built in are executed well to add depth and energy to the story.  In business think Zig Zigler:  His Content is not the only instrument of his work; his voice is and that man can “sing”.  Have a listen here.   When you present or train, use these conscious thoughts of tempo to help you.
    • Tempo Up:  The training or the presentation should peak (often more than once).  Use speed and tone build ups.  Excitement sells.
    • Choruses; find the salient point and begin with it.  Repeat it throughout the presentation much like the chorus of a song.
    • Sentence structure:  Maybe 6 lines of a play or a presentation should for example, start with “You wouldn’t believe…” or “There will come a day..”.  It gives that cadence and rhythm to you work that helps the message stick.

   

For The Deaf.  On the stage, it’s about being Visually Deep.

  • Visually Deep:  Makeup on stage accentuates facial features to allow expressions to be seen more easily.  Expressions on a face as we know are deep windows to the soul.   Props too for an Actor can do the same thing adding depth to a character as props can tell a story without having to be explained; (think a cane, a worn briefcase – you get the idea).  In business it may make a lot more sense to use props than a lot of stage makeup (your call on that). Sales Guru Jeff Gitomer is a great prop user.  Consider for example instead of talking about or showing an image of a funnel in power point to explain a sales pipeline ( like we’ve all seen)  use a real plastic or metal funnel and fill it with ping pong balls.  Visual Depth helps those who are more influenced by what they see versus what they hear.

 

For The One in the Back.  On the stage it’s about Playing to the Balconies and Being Authentic.

The “one in the back” in Theater as well as in business can be the disinterested, the forced to attend or the non-believer.  Performing for those folks is tougher but no less valuable (especially when you can convert them into believers).   Those “in the front” in Theater and in business meetings and presentations often are already engaged, willing and believe so an actor or a presenter needs to remember that too much focus to the front rows may be missing an opportunity to “sell” to the whole audience.

  • Play to the Balconies.  In theater, it is “chest up”, “eyes up” and “look up”.   That physical approach brings the “back” in.   In Business it is the same.  In business do your best to look out and beyond the front rows even calling on folks in the back by name to draw them in. 
  • Being Authentic.  As Lia Oldham shared with my son and his theater campers last week, when you work hard at performing for “the blind” and for “the deaf”,  those from the back rows still may not see you or hear you that well but by golly, they will believe you.

 

Till next time,

Grow The Business

Mark

Going Soft

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Soft data gets a bad rap.

 

“I’m not so sure, that report is full of soft data.”

“That Training is soft skills training; I need Training that is going to make a difference”.

I’ve heard those two phrases more times than I care to remember (including hearing myself say them a few times over the years).

The problem with the word “soft” is that in some cases it’s perceived as negative; that “soft” stuff is less important than some of the “harder” stuff. 

The longer I look around though, the more I realize I haven’t always thought of that right.

  • Hard data is great, except when you missed the soft data that is often customer opinion, employee engagement, social media perceptions and the next cable network pundit’s nasty opinion about your brand.
  •  Hard skills like system knowledge, order entry, product knowledge and compliance training are great, except when the soft skills like negotiation skills, engagement skills, sales skills, coaching skills and customer service skills disappear or take such a back seat,  that they never get trained.

We are all guilty of trying to make soft data and soft skills “harder” by trying to quantify them; assigning numbers, equations and decimal points to “soft” stuff in an effort to make it more like the hard stuff.

Problem might be that we are just not comfortable or confident with “gray”; and that we want, like the hard skills and hard data, for things to be more easily measurable and more black and white.  

But there are few wildly successful sales people whose soft skills are not often the differentiator in customer relationships.  And there are fewer superstar entrepreneurs, consultants, customer service reps, managers, teachers & marketers who don’t absolutely rock with soft skills or even in the use of soft data to get the job done.

So maybe, just maybe, the next time someone says to you “You’re going soft”, you should just say “Thank you”.

Till next time,

Grow The Business.

Mark

You Wouldn’t Think…

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You wouldn’t think you’d get farther by doing things that feel weird or counterintuitive to sales, but you will.

  • You wouldn’t think you’d get farther by asking “Can you help me?” vs. “Can you tell me?” but you will.  People like to help people more than they like to serve people.

 

  • You wouldn’t think you’d get farther by fumbling your voicemail message than by delivering it perfectly, but you will.  People like real imperfect people more than real perfect people.

 

  • You wouldn’t think you’d get farther by not trying to close on every call vs. saying “Let me walk away and think about this” but you will.  People like people who listen and think more than they like people who just listen and solve.

 

  • You wouldn’t think you’d get farther by saying “Thank you for your business” vs. “Is there anything else I can help you with today?” but you will.  People more than ever; remember being appreciated rather than the check to see if their wallet was still open.

 

  • You wouldn’t think you’d get farther having a catalogue, a brochure or a handwritten letter in your tool belt vs. just landing pages, links and emails, but you will.  People like to do more than just surf sometimes; people also like to swim.

 

Till next time,

Grow The Business.

Mark