Training

Stand Up! (or Fight)

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tall chair

Stand Up! (or Fight)

Years ago I nearly got into it with a colleague.   I was never a big one for fights but this one was close. 

I was paired up with a guy from my company we’ll call “Steve”.  We were at a Home Show and in our cool and very expensive company booth.  And we were selling.  And selling.  That’s how we made the business hum.  That’s also how I put food on the table.

“Steve” somehow corralled a tall chair and decided to sit down in the booth.  

Heresy.   Really it was.  Any sales pro worth his salt knows it’s a sin to sit in a trade show booth.  At least that is what I was taught. Call me old school but it’s a bad message to send all the customers and prospects walking through the show – that you’re lazy and maybe your company is too.  Your job is to be engaged in booth visitors, be passionate and proud of your product or service.  Sitting on your butt behind desk does none of that. 

 We got into it.  I kind of freaked out.  It didn’t come to blows and he eventually put the chair back where he got it.   I did make sure we never worked another shift together again anywhere.

Fast forward 18 years or so to last week.

I was walking through the mall with my wife.  It was packed.  Kiosks lining the center of the mall.  

I walked past 7 of them in a row.  Every single one was staffed by an oblivious, lazy, selfish and disturbingly care free employee sitting in a chair with face buried in their smart phones; most with ear buds in as well.  That’s the impression they gave.  And these folks in the Kiosks were no teens either. 

Not one was buried in their company email.  Every one as I circled was buried in Facebook, Twitter, YouTube, Instagram or some other time suck away from driving revenue out of their booths.   

If that was my Kiosk that I paid for on this Saturday in a packed mall and you worked for me and behaved like that –I’d fire you on the spot. 

Chairs are for the customers who might need a seat when you are explaining your product or they are filling out an application.  Chairs are for customers who need to break to rest their legs and their wallets as they consider investing in your service or product and putting money into your checking account to pay the rent.  Smart phones are for your pocket or your purse or to take a payment or read an email from your boss or to look up product specs. 

I’m not preaching trade show booths and Kiosks in mall owners or employees need to be carnival barkers and invade the paths of a passerby and scream “come on in and take a look!”  I’m saying what we know is true; stand up.  Smile.  Be engaged in those who show interest. Be engaged and proud of what you represent in public. 

Being engaged is attractive.   And that’s true in any setting.  At a trade show, in a retail store, in the field, on a phone, even in a meeting.

Sitting down and being physically selfish and mentally selfish by immersing in your time waster smart phones at work has the opposite effect on people who look at you.  “If you don’t care about your product and your company, why should I?”

 

Till next time,

Grow The Business.

Mark

 

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Seniors On Combines?

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farm equipment

I volunteered at the senior center last night for a bit.  I noticed there’s an old piece of farm equipment in the field behind the building.  Made me think about an experience regarding seniors some time ago.

A few years back I had a trainer in NJ who’d been in my organization for less than a year.  I finally had a chance to ask her about her background when I got down there to visit.    She shared she was from the south (Arkansas) and before she got into training she used to do photography.  She would travel all around the south taking pictures of seniors she said.   She’d pull them right off the combines, haul em’ into barns and take their pictures. She even added she brought clean clothes to dress them in sometimes.   I thought to myself…. why would anyone pull old people off dangerous farm equipment and dress them up to get their pictures?  I asked her nervously..  ” Did you put them all in a book or something?”  she said “Yes for sure they all went in the book that was the point”.

I almost asked if she had her photography book nearby but was a little unnerved so I nodded my head and changed the subject.  She was a great trainer from what everyone said but I admit I was a little worried after that about what she would do if she had older folks in her class. 

About a 6 months later I remembered her story and told my wife with all the disgust and concern I could muster reflecting on the way she treated the elderly.  My wife listened, pause and said “You are a moron, she was taking pictures of High School Seniors for their Senior Pictures!  And she had to haul em’ off the combine I bet because that’s what kids do in the South after school.”

Oh.  I felt silly.  ( still do actually).

But the point is ( other than to make you laugh to start your day perhaps – I sure did thinking about it again) is that for at least 6 months of my life – because I misheard or misunderstood something,  I thought this woman trainer was something maybe akin to the Buffalo Bill character in Silence of the Lambs.  For 6 months (and maybe for the rest of my life unless I’m careful)  – it made me think oddly about photographers – especially if they are from the south.  It made me think and worry about the elderly on farms and how vulnerable they are. 

Misunderstandings are usually small.  Sometimes they are big.  And sometimes they are way bigger than the one in which my poor trainer who forever when I see her,  I’ll think of her dragging old people through corn stalks and pig troughs to snap their photo like some Life Magazine photog.

But misunderstandings can also be powerfully damaging as you can tell.  It seems to me we need to watch using the phrase “It was just a misunderstanding”  — that “just” has got to go.   Take it from me, dig a little deeper.  If you are honest and in places you don’t talk about at parties- there are those things you learn in a meeting, or in book, or in a deep conversation with a loved one that blow your mind.  You realize you misunderstood.  You misunderstood for maybe months or even years.  You realize you misunderstood something that might be a lot less funny than me and my trainer in New Jersey.

I’m heading back to the senior center Sunday to help out a bit more; it’s a luncheon.  Heard they’ll be taking pictures for the paper.  Here’s to hoping that machine in the field doesn’t start up.

Till next time,

Grow The Business.

Mark

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Scarcity Sells Yum

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Scarcity Sells Yum

 This picture paints a thousand words.   It paints Curiosity and Interest.  It even paints Worry.  Best of all,  it paints  Urgency and Action.

steakchop (9)

I snapped this pic at my local market this week.  Marinades for meat.  Yum.

Wait?  What the heck is that?  What is in that gap?  Only a few left?

Gee, must be popular.  Must be tasty.  Must be the best!

 Almost none left.  I don’t want to miss out. 

 I’m going to try this.  I am going to get this.  I’m reaching in!

Scarcity Sells.

You know this.  You are drawn to those empty spaces be it at a supermarket, department store or even a bake sale. 

Looking at it the other way;  Popularity is contagious.

 Make sure your products or whatever it is you sell, literally or perceptually,  look scarce because they are so popular. 

 It sucks people in. 

 And it creates interest and action.   That’s very good for business.

 [By the way, the Marinade is Lawry’s Steak & Chop and it was awesome!]

Till next time,

Grow The Business.

Mark

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Trust Your Wince-tincts

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Trust Your Wince-tincts

We Wince.  And wincing is a big deal. 

Think about the Wince: our eyes squint up, we squeeze our shoulders together and we wish just for that moment,  that we weren’t there to see or hear whatever it is that is making us wince.

Wincing is not good.  Not good at all.  But it can help you figure out stuff for the better. 

Sometimes bad acting will make you wince (Hugh Grant comes to mind).  Some movies are 2 hours of a Wince fest (I’m still scarred by that kid movie Chicken Run a decade ago).  Nick Jonas as Marius in Les Miserable 25th anniversary show is probably this century’s greatest wince to date.  But many times you wince in the marketplace or at work.   That’s something we can fix. 

In the marketplace you often sense in advance the wince is coming like when the store clerk says to the customer in front of you “ Do you have a rewards card?” then you wince and immediately drop your eyes to the ground.  Why? Because you know what’s coming – the horrible cross sell -“Would you like to sign up for one..?”  And the wincing isn’t over because its your turn now –you’re about to get the same WinceDom from the clerk.  Ugh.

I wince when the waiter gets too familiar too soon and leans down and just about cuddles up next to me to share the day’s specials (just as he was trained to do I am sure).   I Wince at the airport when I hear the gate agent say “And now we welcome our Delta Super Flyers, Northwest Perks Puppies, Frequent Flyer Super Dupers and Platinum Star Cadets” or whatever it is they say.    It’s so rote and boring and there are just so many titles that it is meaningless and downright embarrassing.   I also wince when I hear at the end of a phone call;   “Have we met all of your needs and are you satisfied with your experience with me today?”   This is a Wince slap no matter how I feel.  Ugh.  What do you think I’m gonna do if I’m not happy?  Pick a fight?  Just tell me “Thank you for your business” and let me go.

I’ve come to think that Wince is a very good word and tell for uncomfortable sales and service.   It’s a great descriptor and is great for identifying those moments that need real help and that need to be fixed because wincing is very truthful.  You have a hard time faking or making up a wince on the fly – It’s just the way it is.    Those moments you wince in any experience are called Wince Points.

Wince Points are no fun.   We should make them go away. 

What about you? What are the Wince Points for you?   When you listen to your colleagues over the wall or listen to client interactions remotely, or along side a sales rep in the field; what makes you wince? 

I wince with my eyes squeezed shut when I hear stuff like “I’m calling just to check in…” or “We have 1/2 off anything new if want something”.  I wince when I see vendor slides that begin with their credentials and not what they’ve learned about me first.  I wince when I see 10 bullets on a WebEx, hear a dog barking in the background in a virtual meeting, see an unchanged automated invitation to me to connect on Linked in, read emails with suggested times to meet but no indication of time zone and I wince when someone tells me to consider then earth when deciding whether to print this document just to name a few more.

Wince Points are everywhere.

Focus on the winces.  And trust your “Wince-tincts”. They are truthful and honest moments.   Make a plan, create a process, get a training or get some coaching to help get rid of the winces.

If it makes you wince, there is something wrong with that moment. Don’t fight it, just go and fix it.

Till next time,

Grow The Business.

Mark

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1 Minute Helpful Videos Anyone?

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I’m experimenting with a new media but with the same goal of giving you something to help.   I’m a little addicted to it I admit this week while traveling.   So two for you today.

3 Powerful Words and How to Avoid Sales Pain in the Shower.  How can you resist?  

If they help you grow your business even a little bit, that would be (as we say where I’m from), wicked awesome!  Have a great day!

 

 

 

 

 

 Till next time,

Grow The Business.

Mark

 

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-10 Under Par!

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minigolf

-10 Under Par!

I took great joy in beating the two 16 year olds Saturday.  Crushed their souls I did. 

But I took greater joy in beating up the golf course.  10 under par was my score – that had to be some kind of record! 

At least for me it was.  I am framing that pictured scorecard and it is going right downstairs in the Man Room on the wall where it belongs. 

10 under!  Some team of golf course architects sat in some design laboratory in Florida years ago when they designed this course figuring out that the hole called “Cliffhanger” was a par 3 and that so was “High Anxiety” and so was that monster hole “Bear Cave”.   Heck, the Masters has names for their golf holes like “Magnolia” and “Golden Bell” and that is one tough course.

But these golf course gurus did not expect my 5 holes in one Saturday (including 4 in a row!) and nor did my son and his friend. “Go build your fragile self esteem and confidence somewhere else” I said, (like I literally did say that).  I was on fire!

I knew my concentration and skill were better than the two teenagers and that I would win, but the best part was I was way better than the “standard” of good golf – by shooting a 34 on a par 44 mini-golf course.  Expert mini golfer in the house!  I’m a darn near pro!  I will always have good feelings about Max’s Mini Golf. 

Now when you think about it, par 44 is probably a bit liberal assessment of the course difficulty.   And probably on purpose by said architects in my vision.  But it made my day. Quenched my competitive spirit it did.   It really did.  Silly I know.  But not really.   There’s something about it that’s good.   And smart.

I wonder if that “better than standard” thing has some value in the workplace and in business. – Actually, I know it does:

  • It’s the crux of the silver, gold and platinum airline classes as well as the credit cards.  Everyone knows “most people” aren’t or don’t perform at these levels so already that kind of “achievement” and expertise ( think all the “professional traveler” commercials you see of late)  taps into the emotional competitive attachment of individuals and to that of the company. 
  • Gamification is  huge in the world of learning today.  In some businesses you log into “game portals” – play games (and learn), earn points, badges and medals advancing through levels and certifications of expertise.  You know all the way along how you compare to “standards” and your peers ( where you rank) in oodles of categories.  On purpose.
  • Pizza joints love the “Beat the Pizza-mageddon” where in the space of an hour two people must eat a pizza the size of a man-hole cover and win prizes and publicity in the local paper.  “Nobody’s done it yet” the sign says.  That’ll drive more than just 2 adults to dare- they’ll bring all their friends too and order up! Bring your competitive spirit and your emotional attachment to the joint like, forever.

So fun is good.  Winning is good.  Earning stuff is good.  But having the chance to walk around town as the perceived professional mini golfer, the professional traveler, or even the pro eater is well, good for business too. 

Till next time,

Grow The Business.

Mark

 

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Stumped

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Stumped

Nobel Prize winning Psychologist Daniel Kahneman said  “The remarkable thing about your mental life is that you are rarely ever stumped.” 

How interesting.  This little quote has roiled around in my head for a month.  Can’t shake it.

Think about how true it is.   Heck, I’m gonna do this or I’m gonna do that.  Or goshdarnit, I’m going to do nothing!  Bottom line is most of the time,  I know what I’m gonna do.   And most of the time we make judgements and decisions in a flash and rarely are stumped or stuck in a quandary.

I read Kahneman’s quote in the Heath Brothers latest book called “Decisive” ( big thumbs up from me). The book has some compelling methods to help us all make better decisions of course ( if we ever allow ourselves to be stumped) but that’s for a later blog or two.

Lets just chat a bit about the stumped thing.  Stumped is what I think we should be more of.  Here’s why:

  •  When was the last time you talked to a prospect, did some great discovery, built credibility and commonality, talked pain points and said, ” You know, you’ve given me some things to think about and I’m not sure exactly what the best thing to do is, let me get back to you in a couple of days.”  Answer? Never.  You’re in sales, you’re never stumped and you and I both know it. 
  • When was the last time you launched a project to tackle a problem and didn’t  pretty much have the answer already embalzoned in your brain about what you think is the right solution?  Way less than you think.  You’re not stumped.  No Never.  Not you. You can, like nobody else, see the future clearly.
  •  When was the last time you didn’t judge, label or categorize someone you just met because you were so comfortable with “waiting and seeing” what this person was really about?  Not often enough.  You’re never stumped when it comes to giving an opinion on the new person even if you just give that opinion to yourself.

The you here is me ( and yes, likely you too). 

I’ve pitched an idea or a solution well before I knew what I should really do – I should have been stumped.   I’ve launched a project ( just this week as a matter of fact) tackling a problem that I am brazen enough to think I already know the answer to, until my LEAN mentor smacked me upside the head and said “You need to be stumped in the beginning for this thing to work.”  I’ve judged someone in just 20 minutes of conversation and another in probably 30 seconds – and did it not long ago either – both are awful things to do.  Not fair and frankly, stupid.   Stumped is what I needed to be there and always. 

Not being stumped can get us into trouble; that’s the message here.  Conversely,  being stumped can do some great things like impress the hell out of a customer and get them the best help possible.  Being stumped can get your problem solved better because you didn’t presume you knew the damn answer.   And being stumped is certainly the best way to treat people you meet all the time and to get the most and the best out of that relationship.

Stumped ain’t bad.  Stumped is good.  So all you people out there with the answers ( and that means you too McCarthy) quit talking to me, I gotta work these things out like I don’t have any idea. 

Till next time,

Grow The Business.

Mark

 

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Piano Man is A Bad Song

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Piano Man is A Bad Song

Who knew Billy Joel could teach us a key lesson about sales and marketing?

 Lately I’ve been really into Billy Joel again.  Not the late 80’s and 90’s Billy – Uptown Girl stuff, but the good stuff – The early stuff. 

My son (who is downright amazing on the piano), was on YouTube last month and watched the Inside the Actor’s Guild 1999 Interview with Billy Joel.  I (a piano player of a lower order) decided to check out that interview too.

And then I heard him say it.  It was stunning. 

“Piano Man is really not a good song”.   He said this in reaction to James Lipton pointing out one of the most unusual things about the song – that it was in ¾ time.  It’s essentially a waltz.     

It’s a waltz but that’s not why the song is “not that good” Billy explained.   He said that the song is “so simple” and really just “repeats itself over and over again like a Limerick” with even some “La da diddy da’s” thrown in.  

He said some people know it’s bad.  Whenever he enters a restaurant or bar with a piano player these days, the musician will make eye contact and invariably start playing “Piano Man” which is all nice and good until “he realizes the song just repeats itself” and then “repeats itself some more” and “then he looks me in the eye blankly and I just nod and say “See?  Not much too it!”

I love that song.  We all love that song.  It’s a great song!

“If it’s so simple and bad, why is it so popular?” James Lipton asked.

“It’s got one hell of a story” Billy replied. 

There is was.  And there it is.  There’s Paul – who’s a real estate novelist, there’s Davy who is still in the Navy and there’s the waitress who is practicing politics.     All real people Billy explained (even Davy whose name is “Davy” and was in the Navy.)   

The point is pretty clear.  Great story makes up for a lot of things.  Some of Billy’s music is compositionally brilliant and has good to great stories in them; New York State of Mind and Scenes from an Italian Restaurant come to mind. 

But Piano Man is not a great song.   It is simple.  It does sound like Limerick.   But the story.  The Story.  The Story.   That makes it good.  And makes it stick and well, makes it awesome.

You need stories.  We all need them.  Piano Man is a lesson about how a great story needs to be wrapped inside your business, your solutions, your brand and your pitches. 

We know this.  We hear it all the time.  But we don’t always listen.   Powerful stories work hard for movies, books, businesses and I realize, music.    So all you marketers and sales people get out there and sing us that song, you’re the Piano Man!

Till next time,

Grow The Business.

Mark

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It’s Better Read Than Said

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It’s Better Read than Said

How many of you like pulling VM from friends or colleagues on your smart phones, home phones or work phones these days? 

That many. 

I thought so.

So cumbersome, this voice thing:  So much time wasted listening to the slog of a human voice blathering dozens of extra words around the likely simple intent of the message  added to the process of accessing, listening and remembering what was said ( or worse –lunging for a post it note to scribble it on).

It’s getting harder and harder to find the time out there to listen to the human voice share information.

Why?  Because it’s getting so much easier, faster and efficient to read it.  And type it.  And text it.   And Like it.  And Follow it.   And also to Learn and Share and Refer and Recommend.

We are information hogs, all of us now.  We can’t get enough.   We want information in huge amounts,   And we want it in a way we can save it, retrieve it and share it.    We want so much so fast, that it becomes easier to accept the inefficiency of the human voice and not want to use it or as we more increasingly feel, hear it.  

You need to understand the change here on a couple of levels.

You as a person and an employee should know:

  • When you do talk or leave a voicemail, it better be good and meaningful and compellingly vital because if it’s not- it should have just been an email or post and eyes will roll.
  • Human nature yearns for the sharing of “one to many”.   Everything you might have wanted to say to some one you can say to hundreds or thousands at the same time but without the fear of Public speaking.  That is outrageously attractive to people.  And that’s a powerful thing for your self and your career if you embrace it well.

You as a business owner should know:

  • This is Word of Mouth now.  This is where your clients rave or rage about you.  You must make it easy for your customers to pass along good things about you and your business.  One to one still works but people would much rather “tell 10 friends” except this time they can do it for real in seconds.  
  • You have to be smarter and cooler and more valuable than your website.  If talking with you takes 5 times longer than what the prospect could have gotten in 3 clicks on your website then you are not adding value where you should.  Think hard about what your voice brings to your business.  Think brand.  Think feel.  Think purpose.   Then plan and speak accordingly. 

 

Till next time,

Grow The Business.

Mark

 

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If You’re Confused, What The Heck Do You Think Your Prospect Is?

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If You’re Confused, What The Heck Do You Think Your Prospect Is?

I spend a lot of time looking at, and experiencing training these days.     And sometimes it’s clear that the things we train our own employees, like some of the products and services we sell,  can be …well …..confusing.  Not every service or product as everyone well knows,  is tangible or simple.  Some,  like financial products or online marketing products can feel particularly abstract and complex.

And if it’s confusing to my Trainers when they first start to learn the products and then later for the Sales and Service people who then have to present in front of customers, do ya think it might be that much more confusing for prospects and clients when they are first are approached or exposed to these things? 

And if you’ve ever read anything in this blog before, you already know that confusion kills sales.

Here are 3 ways to alleviate that confusion when you represent a complex product or service:

  • Teach your Sales people to teach.  Get past the idea that sales of complex or non tangible products / services begins with the pitch.  It doesn’t.  It begins with the teach.  It’s OK to build teaching into your sales cycle despite the fear of lengthening the sales cycles.  You aren’t lengthening the sales cycle – you are starting earlier – you have to.    It’s OK to get all your sales people to a level where they become experts with online webinars under their belts, with  killer LinkedIn pages and Twitter followers who look to them for as much insight as they do for what’s on sale. 
  •  3’s:  Everything in 3’s:   The mind is not wired to remember more than 5 numbers, let alone 5 points.   If you have a service for example that manages your online marketing spend then even if it has 12 steps to get started, it should sound like “…Only 3 key steps to getting you started.  In the first step we’ll interview you around 3 important areas like…….  Then after that, we get to tackling 3 areas of your current website like…..” You get it.  “3” sounds simple.  Simple eases tension and sales can keep on moving.
  •  Analogies:   Nothing simplifies better.  Are you a marketing consultant? Nope, you’re a marketing GPS that gets the business to the destination of 25% more customers.  Are you a website developer?  Nope; you are building an automated employee that works 24 hours a day taking orders and that never sleeps.    Think hard about what you sell or service and find that perfect analogy that makes it click and stick. 

This blog is not complex but I kept it to 3 points.  More than that and it gets confusing who the heck wants to read that?

Till next time,

Grow The Business.

Mark

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