"Situational" Sales Management

Anyone who has managed sales people for any significant period of time knows it is obvious that different individuals call for different management approaches.


Ken Blanchard wrote a book on leadership a number of years ago in his "One Minute Manager" series. I love Ken's books and used his four styles of leadership in managing sales people, other sales managers and even our support staff.

In it's simplest state, situational leadership purports that there are four actual leadership styles. Directing, Coaching, Supporting and Delegating. Blanchard labels each style S1, S2, S3 and S4. I've taken this wide view of leadership and plugged it in to sales management.

S1: Directing. Sales managers typically find themselves working with brand new people, when this is the case, a directive style is best. A directing style defines the roles and tasks of the sales person and supervises them closely. Decisions are made by the sales manager regarding prospecting activity, what accounts are worked and what products are sold. Communication is largely one-way.

S2: Coaching. Sales managers spend A LOT of time coaching. In doing so, they are defining roles and tasks, but also seek ideas and suggestions from their sales people. Decisions remain with the sales manager, but communication is much more two-way.

S3: Supporting. As sales people become sales professionals, managers pass day-to-day decisions to their people. The sales manager facilitates and takes part in decisions, but control is with the sales person. The ability to function autonomously is critical from this point forward for the sales person. Top producers are made at this juncture as are mediocre producers.

S4: Delegating. When this situation is reached sales managers are still involved in decisions and problem-solving, but the sales professional is in control of their production and scheduling. When this situation is reached, the sales person decides when and how their sales manager will be involved.

Sales management is the toughest task in American business. Situational leadership can help clarify the different individuals managers are presented with over the course of their careers.

TK

Quote of the Week

"Nobody sent me a Christmas card today. I almost wish there weren't a holiday season. I know nobody likes me. Why do we have to have a holiday season to emphasize it?"

Charlie Brown

If you didn't get a Christmas card this season - Merry Christmas!

TK

Treat Your Sales Career Like a Business

If you've been in selling very long you've heard of Brian Tracy. Guaranteed. Brian is one of the most respected personal development trainers in the world. His ideas and experiences have changed the lives of thousands of individuals.

As I've mentioned before, selling is such a unique field, if you jump into the arena you need constant, relevant and inspirational training on a consistent basis.

I recommend Brian Tracy be a major source of inspiration. One of the best quotes I've ever heard came from Brian - here it is:

"The top people in our society have an attitude of self-employed. 100% of us are self-employed. We are presidents of our own personal services corporation. You work for yourself. The biggest mistake we can ever make is to think we work for anyone else. We work for ourselves. The person who signs our paycheck may change; our jobs may change, but we are always the same. We are the one constant--we are always self-employed.

The fact of the matter is this is not optional, it is mandatory, you are the president of your own company, you're the president of your own career, your own life, your own finances, your own body, your own family, your own health. You are totally responsible. We are responsible. No one will ever do it for us. It's the most liberating and exhilarating thought of all, to think that you're the president of your own life."

That's good stuff.

So Mr./Ms. President - how are you doing? Would the stakeholders in your "company" retain your services in 2007? Do you have a pay raise coming or a pay cut looming? Stock options? Bonuses? How do you treat your sales career - are you running it like it's a business the entire business world would emulate? What if CNBC followed you around tomorrow from the time you woke in the morning until you ended business... would people be impressed, or would they be laughing on the floor?

In selling, many people quickly learn that autonomy is not for everyone. Everyone loves it, but not everyone can be successful with it. If you're struggling with this, and a ton of sales people do, try imagining you are the president of your own company.

TK

Quote of the Week

I am always inspired by quotes that "hang everything out there" and let the chips fall as they may. If you are prepared and if you will stake everything on your own efforts you can have success.

Here's Jim Rohn on the topic of resolve:

"Resolve says, 'I will.' The man says, 'I will climb this mountain. They told me it is too high, too far, too steep, too rocky and too difficult. But it's my mountain. I will climb it. You will soon see me waving from the top or dead on the side from trying.'"

Jim Rohn

I love this stuff!

TK

Quote of the Week

Sticking with James Allen and his all-time classic "As a Man Thinketh" here's the quote of the week!

"Work joyfully and peacefully, knowing that right thoughts and right efforts inevitably bring about right results."

James Allen

This is Mr. Allen's take on "Karma" and of course what he's expressed is truth. The key word is "inevitably." Some results take time, but they will come.

I've pushed myself and others towards success only to have some people quit on themselves and it's extremely frustrating. Remember that anything worth having is worth working for and waiting for... instant success (although they do happen occasionally) is rare. It's like an "instant classic" or an "instant antique."

There are no such things... but inevitably, anything is possible.

TK

Selling is a Numbers Game?

No... But it is a game of numbers.

I once attended a meeting with Brian Tracy in which Brian was introducing a new training product, and as he started the meeting there were a number of people from my industry that Brain introduced personally. One of his top representatives had just sold his company for a large sum of money and when Brian asked him what his key to success was his answer was simple... "Know your numbers."

The statement "selling is a numbers game" implies that just throwing numbers up each week will insure results - not true. Results may come, but they come with no guarantee. There must be a level of quality in everything we do in selling - including, prospecting, closing deals and providing customer care to insure consistent results.

Once you begin doing everything with minimum standard of quality... then selling is truly a game of numbers.

Start with learning your ratios for prospecting and closing sales. Keep track of everyone you contact and which encounters turn into appointments. Keep track of every presentation and which opportunities turn into sales. If your company won't track data in a format that motivates you to excel, do it yourself.

Over the years I've seen top people reach superior levels of success by pushing themselves to improve on their numbers. Leads gathered, units sold, revenue generated - you name it. They only needed to see the information and they were inspired to take action.

I've also seen weak sales people manipulate numbers to make themselves look better than they are performing. Big mistake. Usually the blank for sales made ____ can't be manipulated... All the BS they put in other blanks won't add up in the long run and in the end, the real results will expose their weakness and lack of ethics.

The best approach is to be honest and consistent in determining your ratios. Once you've done that, set out to improve them. If 10% of your leads turn into appointments - get that number to 20%. How many of your appointments cancel? Cut that number in half - would that make a difference in your income? You bet.

Follow the lead of every major sport in the world. Owners, coaches, players (and their agents)know their stats! It's the difference in what they pay and get paid. Know your numbers and reach the level of success you deserve.

TK

Quote of the Week

The battle for you mind is the most important fight that you will ever engage in your selling career. There are too many examples of men and women with physical disabilities and have still had huge success in selling and business to prove that your mind is the key to your achievement.

Here's the perfect quote for this truth...

"Man is made or unmade by himself. By the right choice he ascends. As a being of power, intelligence, and love, and the lord of his own thoughts, he holds the key to every situation"

James Allen

Don't worry about your physical limitations. Do all you can do to improve your health and appearance, but focus more on your mind. It's more difficult for most of us to "think right" than it is to do physical exercise. Start with your mind!

TK

Quote of the Week

In every true profession there is a need, in fact a mandate, for continuing education. Engineers, doctors and attorneys must all participate in on-going training.

Sales professionals, true sales professionals, although not mandated to continually train themselves, do so anyway. Check this quote out...

"Sales professionals more than any other profession need consistent, relevant and inspirational information to maintain long-term success." (I came up with this one...)

If you've been in the sales training business than you know this is a true statement. Not just training other companies (like my group does), but training within your own organization. Let's pick this quote apart and prove it out:

1. Sales professionals... Selling is a profession. Just like there are bad docs and bad lawyers, there are bad sales people, but make no mistake, there are individuals that are not only making big money selling, they are big business people too. Their skills continue to grow and they could do almost anything in their company, they just happen to sell.

2. More than any other profession... Is there any doubt that sales professionals are experiencing more rejection than in any other career? Nope. For this purpose alone training, and just gathering to experience training, is a necessity. In the training environment attitudes are refreshed and confidence is restored because like experiences are shared. These are the times that provide validation. Validation of the company, the product, the service and the self-worth of the sales professional.

3. Need consistent, relevant and inspirational information... Consistent because it's always needed, relevant because it must be valuable to the trainee and inspirational because when most people are inspired and they add their own positive attitude and strong work ethic, results are met.

4. To maintain long-term success... Anyone can be successful initially or for a short period of time. Long-term success is different. It is obtained over the business cycle (ups and downs) which weed out average individuals.

My company is built on this quote... it defines what we are doing for sales professionals all around the country.

TK

Quote of the Week

As we head towards the end of the year I wanted to focus on some of the greatest thinking ever produced on the topic of personal excellence. Years ago, Napoleon Hill wrote "Think and Grow Rich," and ever since then, successful people have used the concepts shared by Hill to achieve greatness.

Here's the granddaddy of them all...

"Whatever the mind of man can conceive and believe it can achieve."

Others have elaborated on this concept over the years and each has done their best to clarify Hill's original idea; however, as with many things, the original is the best.

No matter what you do, if you can create an idea in your mind, and repeatedly focus on it, you can make it happen.

As 2006 winds down and 2007 comes around it's time to determine if 2006 was as good as it can get. If not, remember that whatever outcome you can create in your mind... you can make happen.

TK

Quote of the Week

Hey check out our new feature called “Quote of the Week.” In no other profession other than sports and politics are quotes so prevalent than selling.

So here is the first quote with a little commentary to keep the post at a respectable length. It comes from the most irreverent sales gurus Jeffrey Gitomer. In his book the Little Red Book of Selling Gitomer threw this gem out:

“The more you watch TV the more the competition will kick your ass.”

You’ve got to love the directness don’t you? The only way you wouldn’t, or think the contrary, would be if you were a couch potato posing as a sales professional.

Just to clarify, I watch television. I watch Meet the Press, 60 Minutes, Studio 60, Lost and every college football game I can during the week. Thanks to TIVO, I can watch the first four programs whenever I want to and without neglecting my “familia” obligations.

College football is different… when it’s on, it has to be watched!

Back to the quote – Gitomer, master of the eloguent statement nails the challenge many people struggling in sales are facing. When you watch ESPN and the same game is recapped more than once, you're watching too much television. If you watch the local news in your hometown, your watching too much television. "What about the local weather, I have to know if it's going to rain tomorrow!" Check it out... http://www.weather.com/.

Television isn't the only challenge salespeople face. It could be going to the movies in the middle of the day, going to the mall in the middle of the day or any other non-productive endeavor. If you're doing it during selling time, your bound to get crushed by the competition.

If you watch television or do other non-productive matters when you should be making yourself into an "industry expert" then again, you deserve to get crushed by the competition. Anyone willing to do more and become more deserves to kick your butt.

Tom Hopkins once wrote that "selling is the highest paid hard work-and the lowest paid easy work..." You can't sum up the income opportunities provided by selling better than that statement.

Stop watching and start selling. Stop watching and start learning.

TK

Success Ideas from IBD - Part Two

Here are the final six ideas from the newspaper Investor's Business Daily on the subject of success...

6. Learn to Analyze Details - Get all the facts, all the input. Learn from your mistakes. Many sales professionals have a challenge with the critical area of success. Taking the time to analyze data and LEARN from errors in judgment is critical. Plan and take accountability for mistakes.

7. Focus Your Time and Money - Don't let other people or things distract you. Daily planning is not a good thing... it's a GREAT thing. It is one of the disciplines that that is part of the foundation for all great business people.

8. Don't be Afraid to Innovate; Be Different - Following the herd is a sure way to mediocrity. Nothing great comes from doing the same thing for too long.

9. Deal and Communicate with People Effectively - No person is an island. Learn to understand and motivate others. Be straight with people. Telling people what they want to hear usually ends in disaster. Leading people happens outside of management. Be a Leader!

10. Be Honest and Dependable; Take Responsibility - Otherwise, Nos. 1-9 won't matter. Selling is a tough business and there are people that destroy the reputation of sales professionals because they are not honest, dependable and take no responsibility.

Good stuff? You bet. Look at these every day and do your best to become the type of person that follows these secrets of success.

TK

Success Ideas from IBD

If you've never heard of IBD - Investor's Business Daily - you should take a look at one.

This newspaper is great if you are investing in your financial future, especially so if you are taking an active roll in building your wealth. However it has great commentary and an even greater section devoted to success.

Every day the paper highlights one of "IBD's 10 Secrets to Success" Each of these ideas are PERFECT for anyone in professional selling. Check these out:

1. How You Think is Everything - Always be positive. Think Success, not failure. Beware of a negative environment. This is the foundation for every successful individual and entity!

2. Decide Upon your True Dreams and Goals - Write down your specific goals and develop a plan to reach them. Just as important... review your goals EVERYDAY.

3. Take Action - Goals are nothing without action. Don't be afraid to get started. Just do it. W. Clement Stone advised everyone to repeat the phrase... "do it now" three times whenever you feel like procrastinating anything!

4. Never Stop Learning - Go back to school or read books. Get training and acquire skills. Do whatever it takes to become an industry expert. It's what can set you apart from the competition.

5. Be Persistent and Work Hard - Success is a marathon, not a sprint. Never give up. Don't fall into the trap of thinking you don't need to work hard. Want to play hard? Never stop working hard.

To be continued...

TK

Behavioral Style Selling - The Concept

Learning to sell to different styles of buyers has been taught for a long time. There are all types of assessments that can be administered and all types of descriptions that come from the results. Labels describing members of the animal kingdom, colors of all kinds, letters describing deep psychological behaviors and the list goes on and on...

These are interesting concepts and they have a firm place in training and coaching. However the most important thing about this concept, is the concept itself.

You see, the fact that two totally different people, can buy the same product or service, for two totally different reasons, is huge. As soon as you realize that the way you approach each person depends on those differences, the sooner you will be closing more sales with less effort.

For example, let's say I was looking to purchase a new Lexus GS 430 and you were looking at a new Lexus GS 430. I have done my homework and built the car online dozens of times. I know what I want from the engine size to the color of the interior. Money is not an issue for me.

Let's say you walk onto a Lexus dealers lot just messing around on a Saturday afternoon. You see a GS 430 and you want it instantly. Money is not an issue for you.

If the same sales professional engages me, and two hours later approaches you, they better know how to determine what benefits are important to me and what benefits are important to you. Here's why... it's very possible I want the vehicle for different reasons than the other buyer and it's guaranteed that I will expect the sales experience to be different from the person that will walk into a dealership and drop 50K just because they were driving by and liked what they saw.

I highly recommend that if you haven't been trained in behavior style selling that you get trained. Now that you know of the "concept" you can begin to the learning process of identifying behavior styles and how they like to be persuaded.

TK

Ethics in Selling

John Maxwell wrote a great book on the subject of ethics. The title... Ethics 101. Sounds a bit basic to you? It should, because doing what is right is very basic.

When Mr. Maxwell was first approached about writing a book on ethics he was asked something along the line of "John, why don't you write a book on business ethics?" To which Mr. Maxwell replied, "there's no such thing." Not understanding his reply, his friend asked him to clarify at which point Maxwell made this statement:

"There's no such thing as business ethics, there's only ethics."

Simplicity is profound isn't it? So ethics in selling, or any other facet of business, is the same as non-business ethics and can be defined by simple (thus the 101) principles. Most notable by Mr. Maxwell - The Golden Rule. Treating people the way you would like them to treat you.

Maxwell writes, "Asking the question 'how would I like to be treated in this situation?' is an integrity guideline for any situation."

Now plug this concept into selling, and situations that arise in selling transactions, and you have some great questions to ask yourself... check this out:

1. How to do you treat individuals that don't say yes to your offering?
2. How do you treat gatekeepers that don't let you in?
3. How do you report your expenses on your expense report?
4. How do you speak about your competition?
5. Are you honest in all your dealings with your clients and your company?

Finally, if you were a client or you owned a company... how would like to be treated?

TK

Prospecting Drives Man to Quit His Job

No this is not a headline from the National Enquirer... it's a true story!

The other day I did an incentive at the end of one of our weekly sales meetings. Two of our sales people were offered one hundred dollars for the most leads generated by the end of the day. At 5pm one of our most respected team members returned to the office with 20 business cards and notes on the back of each card with key details on the prospect and their business. The number to beat - 20.

The other guy... didn't show up. At 6pm I tried to track him down... he didn't answer his phone. Later that night he sent an email... quitting his job. No joke.

The thought of prospecting scared this kid so bad he quit his job. He was a hard worker, in fact, I would say he was our hardest working sales person. Unfortunately he'd rather lug boxes than find new business and make more money. Sad.

In his book "Advanced Selling Strategies," Brian Tracy writes "You can be excellent at every part of the professional sales process, but unless you can find someone to talk to, your skills won't help you." That's powerful stuff. You see if you suck at prospecting you have to depend on someone else to find qualified contacts for you to persuade. The problem with that approach is what if they don't find enough to keep you busy?

Answer - you go hungry. What could be worse? You now begin to blame someone else for your own lack of effort. The old saying about giving a man a fish and teaching a man how to fish is true with prospecting.

Check this out... "Give a man a fish and you have fed him for today. Teach a man to fish and you will not have to listen to his incessant whining about how hungry he is.”

Now insert the concept of prospecting...

“Give a man a lead and you have fed him for today. Teach a man to prospect and you will not have to listen to his incessant whining about how broke he is.”

Sales managers, teach your people how to prospect and do anything to help them see how important it is. Sales people, remember the words of Brian Tracy...

"You can be excellent at every part of the professional sales process, but unless you can find someone to talk to, your skills won't help you."

TK

Application - The Difference that gets Results

One of the knocks against all training seminars is that they just don't make a lot of difference.

It amazes me that occasionally someone at one of our training events will feel that they won't get anything out of our training BEFORE it is even over! The amount may be less than one half of one percent, but it still blows my mind anyone would pass judgment before they even have an opportunity to use the information in their career.

It is impossible to evaluate ANY information before you actually APPLY IT.

That's the difference that get Results - Application. Everything we teach in our seminars are backed up with opportunities for application. That's the challenge with other seminars... They don't provide an opportunity for you to apply the information taught.

Some seminars, particularly sales seminars, are just too basic. They focus on a simplistic process and information that any adult already in business understands. Our events are more sophisticated, but still require application to make a difference. Application is EVERYTHING.

If the American Dental Association has irrefutable evidence that flossing your teeth will reduce gum disease by 50% why would people still not floss? Is it because their dentist doesn't tell them to floss? No way, ask me! It's because they don't apply proven information.

One of the icons of personal development was W. Clement Stone. At the age of 6, Stone was selling newspapers on the streets of Chicago to help his widowed mother pay rent. He had his own newsstand at 13, and later founded what would become a multi-billion dollar insurance empire with just $100 of his own savings.

One of Stone's keys to success was application. His formula was simple... "When you wake up in the morning, start with the phrase, 'Do it now, do it now, do it now." Repeating the phrase three times often.

In selling, more than any other endeavor, positive and relevant training information is required to survive! It can be that rough, it can be that tough. Once you move past that point and move towards success application is no less important. To survive you must apply. Success is the application of proven principles.

TK

BB King Sings Success

I am not a big concert guy, but I have always wanted to see BB King live. He just looks cool... look at the man. If you've ever heard his music then you know that he puts everything in to what he does. Sometimes he has to sit down on stage, he's giving it that much.

He's got this tune I happened to listen to recently that actually gives some solid advice for success in selling, business in general and in fact, life. The name of the song is "Better Not Look Down" and it's a winner. Check it out at iTunes and you can own it for a mere 99 cents!

Anyway, BB starts out "I've been around and I've seen some things. People moving faster than the speed of sound. Faster than the speeding bullet, people living like Superman. All day and all night."

If you are really pursuing success I bet you can relate. Between all of the responsibilities we each have at work, at home and at any number of other places, we all move pretty fast. Add to that the challenges that can come with the selling industry (slumps, territory changes, new managers, new owners, new team members) and stress can manifest itself quick!

BB is the man... he's got the the answer for everyone who is pushing 110% "all day and all night."

Here it is, in the chorus of the song:

"Better not look down, if you want to keep on flying. Put the hammer down, keep it full speed ahead."

It sounds like BB is saying is keep moving, don't give up, don't think too long about what you've done that you can't change - just keep pushing forward at full speed. I like it. I really like "put the hammer down." The only thing that will kill you is sitting around and doing nothing. Floor it man.

Some day I'll see this guy...







TK

The S Word...

This is the letter "S" and in sales (it doesn't stand for sales) if you want to be truly successful you've got to work on your "S" until you are extremely proficient at using it.

Of course the "S" word is script and most sales people use the other "S" word when managers talk about creating a script, working on a script, following a script or saying we sound like we're reading a script! Interestingly enough, the graphic I used for this entry has an "S" that's sort of hidden inside a bunch of other lines going in all different directions.

That's what your sales presentation can sound like when you don't have your script down, and the person you are presenting to can't understand what you're trying to tell them or what you want them to do. It doesn't matter if you are in a simple or complex selling environment, or if you work on the phone or work in the field. You have to sound confident and natural when you speak to clients.

If you think that creating, following and eventually internalizing a script is for low level performers - tell that to Al Pachino, Robert Duvall or any other top actor. They learn their lines and practice them over and over again before they deliver them on camera. When you see them, you believe what they say and they also convince you they really are a doctor or a cowboy or a Godfather.

How do they do that!?

It is simple, but it is not easy. They are dedicated to their craft. They work HARD and they know their lines and they know how to deliver them with passion when called upon to do so. It's not uncommon to hear an actor talk about the research they did when they preparing for a role. They beleive in what they do, even if it's only for the short time of working on a particular film.

Let me ask, what do you do to prepare for your role as a sales professional for your company?

TK

The Pursuit of Personal Development

When training new people at our company I often take the time to discuss the personal develoment industry. I start with Earl Nightingale and Lloyd Conant and talk about what I've learned over the years from different speakers, books and other products.

It's amazing to think of the wide spectrum of products that fall into the personal development industry. You can buy a book at Walgreen's by Norman Vincent Peale (The Power of Positive Thinking) for $9.95 or you can go to Fiji and spend a week with Tony Robbins for the bargain price of $15,000 - give or take a few thousand bucks...

It really doesn't matter what you spend. What matters is what you find... and that pursue it constantly. Jim Rohn (my favorite speaker and personal development icon) reminds us that humans don't naturally reach their full potential without pursuit because we have been endowed with "choice." The freedom to choose whether we'll do the things we know will make us successfull.

Once you "find" personal development (or it finds you) in the form of a book or a seminar you get hooked pretty quick if you are striving to grow in some area of your life. Once exposed to personal development a person is never the same in one key component - there are no excuses as to why you don't do well in the future. You see, like a religion that lays out a plan that takes you to live with God again (or any other divine being or place), if you don't make it there, it's your own doing.

Personally I find this empowering some days and terrifying other days... depending on how I'm doing in the making of my life. It's one thing to know what to do - it's another thing to do it. Nike figured this out didn't they - Just do it!

Easier said than done. I suggest the following exercise. Write out your personal development plan and review it every day along with your goals and affirmations. (No goals and affirmations? Get some!) Detail what you want to work on and what you want to become. What you want to accomplish and how you can achieve those things. Here are some keys areas:

Leadership, selling, negotiating, networking and communication...

What if you were more skilled in each of these areas? Would you close more sales? Be more of a positive influence around the people where you work? Would you make more money? Would you feel more confident by the way people responded to your ideas and input? You bet.

TK

Lighten Up Sales People

Sales professionals take it on the chin every day don’t they… not only are people telling them “NO” more than they tell them ‘yes,” they have to live up to that old adage, “the customer is always right.”

Well I think that old adage is old for a reason. I also think that statement is a bunch of crap.

I say the customer (client in my vocabulary) is right sometimes and the client is wrong sometimes. Doesn’t that make a whole lot of sense to you? It does to me. If something goes wrong, sometimes it’s our fault as sales people, sometimes it’s the fault of someone in our service department or billing department and sometimes, believe it our not, it’s the clients fault.

Who are some of the worst clients? Other sales people. Yep, admit it.

When things go wrong and we’re the client, we get really crazy and sometimes say the most revolting things. Why? Because our clients do it to us and we want a little revenge. A little payback. (You’re doing one of three things right now: 1. Smiling. 2. Grimacing. 3. Pondering.)

If you are number three – it means you may have taken someone’s head off before when they have missed your expectations. Perhaps you’ve fallen into the habit or you just identify with the concept. If you are doing this… stop now. Give your sales “brethren and sisters” a break the next time they fall below your expectations. Ask them to make things right if it’s appropriate, but don’t look to hang them out to dry and don’t get verbally abusive.

If you are a number two – that means you most likely don’t have this challenge.

If you are number one – you are a sadistic piece of work and you must stop this practice immediately! Ever heard of Karma?

Here’s my advice on dealing with clients who get out of line… tell them they are out of line. Tell them you understand that there is a challenge and that you’d like to find a solution that is best for both parties. BUT tell them that acting rude or making ultimatums that cannot be met is not a solution.

Remember, some clients are not worth having. Have you ever heard that before? I’ll say it again… some clients are not worth having. Selling is about building relationships and helping other people. Some products and services are more complex than others, but an interaction is taking place and it doesn’t need to be unpleasant.

I don’t like “mean people” and I try not to be a “mean people.” As a fellow sales person let me admonish you not to be a “mean people” either. Next time a salesperson blows it, don’t stick a nuclear weapon down their shorts.

Lighten Up.

TK

Jack Welch and Tough Managers

I like Jack Welch. I like his direct approach and I have always liked his perspective on excellence. Pursue it, demand it in yourself and in everyone around you. Jack was an advocate of evaluating his entire team at regular intervals, identifying the bottom 10%, and replacing them with people who are looking to operate well above the “basement level.”

In the April 24, 2006 issue of Business Week, Jack and his wife Suzy wrote in their “The Welch Way” column about “tough managers.” The piece was in response to a question from a reader who was inquiring about tough management styles and do tough managers get more out of their people and really benefit their organizations in the long run.

Jack’s answers… Yes and Yes.

After dismissing any manager who is tough just for the hell of it, or for the purpose of making other people feel small, Jack hit the mark:

1. Tough managers get results, and
2. Not everyone sees the same manager the same way (tough or otherwise)

According to Jack’s experience, many people see a manager as being “tough” because those same people aren’t pursuing excellence (either they are not capable or no longer interested.) If expectations have been agreed upon, the real challenge may be misaligned purpose. Management in pursuit of it and certain team members not interested in the “hunt.”

If your purpose as a manager is to pursue excellence you’ve got to constantly surround yourself with team members who share that vision. I believe that’s why Jack was always evaluating and always looking to improve the entire General Electric organization. It wasn’t about cutting staff, it was about growing excellent people.

Here are six suggestions for your organization – sales team or not for building an excellent team:

1. Make sure everyone knows the mission of the group and the goals the organization is pursuing. (Best results come when the team sets the goals.)
2. Define everyone’s role within the group and what the expectations are for their position in terms of results – what will things look like when a job function is done correctly.
3. Review everyone often. Often means more than annually and semi-annually. (Quarterly, bi-monthly or even monthly is best.)
4. Reward success and take action on poor performance.
5. Give everyone a second, third and fourth chance, but always…
6. Replace your bottom 10%.

If you do steps 1 – 4 only a weak person can say your “tough” without purpose. Steps 5 and 6 will make you a developer of true talent and the builder of a successful team.

TK

Voice Mail 101

As an owner of a company I get quite a few calls each week from sales professionals. Not very many make an impression on me and a very low percentage call more than once. Both are major mistakes in selling over the phone.

Two important points to remember if you don't get anything else from this posting:

1. You can't suck when you leave a message on voice mail.

2. If a prospect doesn't call you back after you leave a message for them don't worry. They are not supposed to call you back.

If you take these two points to heart, you'll make more money from your voice mail opportunities. You'll sound better and you'll be more persistent.

Those are the basics. Voice mail is a great tool for getting the attention of your prospects and getting past the person who is "chief-get-rid-of-you." Receptionists and assistants have the same job - protect their boss. Here are three reasons why I return voice mail messages:

Number 1 - The person leaving the message is pumped up and excited about the product or service they are offering and has peaked my interest.

Number 2 - The person leaving the message is "real" and conveys such by being funny or naturally conversational. They aren't talking "up" to me but act like they are on an equal footing.

Number 3 - The person leaving the message is number 1 or number 2 and is leaving their message consecutively. Could be for a second time, but usually for the third or fourth time. They deserve an "E" for effort and I give it to them for calling back and being persistent.

Remember though, they have to be "1" or "2" for the call back. If they are boring, monotone or sound like they are reading a script - no call back - even if they've called a dozen times.

Be aware of the simple fact that if a sales manager is doing their job - they are busy - sometimes very busy. Look at their daily planner and you won't see "take phone calls from people I don't know." You are an interruption so if you're going to interrupt someone you better be good.

Your voice mail message may be a take off of your opening statement from your normal sales presentation. One thing it MUST be though, it must POP with enthusiasm and get to the point. If you don't, you risk "POWER DELETE." Power delete at my office is when I push the number 3 on my phone within seconds of hearing a really weak sales person giving a really weak presentation over the phone. Bye-bye.

Your message may also leave a question on the mind of the person your calling or leave a "tip" or a positive quote of some type. I really like the idea of leaving a cool website - just make it something unique. Like being enthusiastic or humorous, the objective is to be DIFFERENT from the other ten people who have called the same potential client that day.

One idea I really like is to leave multiple messages that build on one another... like a story. Add excitement, humor and good information and you will blow away your prospect. I tell you people will call you back!

Want more information on this story idea? Give me a call at 800-486-7586, extension 216. Leave a message... if I call you back, that's a good sign.

TK

Prospecting Insights

My company just had Art Sobczak in to conduct an inside sales training session. This guy is good - really good - when it comes to working with inside sales professionals. If your interested in finding out for yourself, check him out on the web at www.businessbyphone.com.

Art shared some ideas on prospecting that I wanted to write about because they just made sense. I pulled Art's message from his workbook, added my own notes, and came up with five important points on prospecting. Check these out:

1. Prospecting is not just a numbers game... it's about getting RESULTS. Make sure you are measuring your efforts so you can determine what works and what doesn't. Don't blow time by not prospecting, but don't waste time by heading in the wrong direction.

2. No's don't take you any closer to a yes if your presentation sucks! I know that sounds harsh, but it's the truth... and the truth will make you better. Sometimes you're presenting even when prospecting so make sure you are giving it 100%. Tape yourself on the phone and listen to how you sound to others.

3. You don't need to love rejection. Who really likes to have people reject them? Art teaches to have a "secondary objective" when prospecting. Do you want an appointment - of course you do! If you don't get an appointment have you been rejected? Only if you don't have a secondary objective like a referral or at least the opportunity to leave a positive impression. If you only did that, leave a positive impression, you'd be doing more for your future business and the profession of selling than you can imagine.

4. Prospecting, like sales, is a process. Think of prospecting like it's a "system" and that you either owe the system or it owes you. Prospect correctly and eventually sales will come - the system owes you. Do nothing productive all day and you owe the system. Not much will be coming your way until you get your assets in gear.

5. Prospects must first hear a good reason to speak with you, and then more, in order to want to set an appointment with you. You have to reveal what benefits you bring to the table and you have to do it quick! Today's business leaders are not going to wait while you spit out a weak opening statement. You've got to make it POP and you've got to get their attention.

Depending on the industry you work in, prospecting may or may not be a major issue; however, this much is clear, prospecting new business will make you more money than not prospecting.

TK

What Are You Waiting For?

“If you had one shot, or one opportunity, to seize everything you ever wanted, in one moment, would you capture it… or just let it slip?”
Eminem – Lose Yourself

If you’ve ever seen the movie “8 Miles” then you might have heard the lyrics from the tune “Lose Yourself.” I heard the song on a recent iPod/iTunes commercial. (That’s right, I didn’t see the movie and I don’t listen to rap music), but the opening lyrics are pretty powerful and it made me think about the absolute choice we have over our own lives…

Here’s a question: Is 2006 shaping up to be your best year ever? If yes, I congratulate you! Now keep it up for 10 more months and you’ll have another excellent year in the bag. If you are behind, what are you waiting for? What are we all waiting for?

Here’s another question: Is something holding you back mentally or physically? Is there something you need to start doing? Is there something you need to stop doing?

In about thirty days, 25% of the year will have passed by... soon after that, it will be June and summer will be in full swing. Things move pretty fast after that and about 75% of the year will be gone before it cools off again here in the Arizona desert. Then the holidays will be here. So much begins to happen with Thanksgiving, Christmas and Hanukah that before you know it, you’ll be celebrating New Years Eve 2007. It happens that fast and you know it.

Jim Rohn says that our daily disciplines are what make us great. The more we focus on key disciplines, the more successful we will be. He also tells us that we continue to make mistakes in our choice of daily disciplines because the result of a poor choice doesn’t “befall us” in the same moment we make it. The consequence is often delayed, and thus our mistakes become disconnected from our ultimate failures, and when that happens we often begin looking for reasons why, usually missing the real culprit which is ourselves.

Success, like failure comes the same way… it takes a bit of time to see the fruits of your labor. You won’t see it instantly, and that’s why many people give up daily disciplines such as reviewing goals, saying affirmations, reading good books, making 100 calls a day, sending in referrals, setting meetings in the field – you name it.

On the other hand, if we can be consistent, we can seize everything and quit wondering when success is going to come our way. The truth is, you capture it.

You see, it’s not a sale, it’s a decision, and you make a decision in a moment. You can have every tool you need, every opportunity in front of you, but until you make a decision to be successful you won’t achieve all that is possible for you.

You can do it… or just let it slip.

I really don’t like rap… but I just added this tune to my workout playlist…

TK

BlackBerry Friday

If you've ever watched the movie Ben-Hur there is this scene when Judah (played by Charleton Heston) and Messala (played by Stephen Boyd) are about to start the chariot race and they meet up just prior to the start.

These guys hate each other and someone isn't going to come out of the "circus" alive... as Messala passes by Judah Ben-Hur he gives him this evil look and says "today is the day Judah" and Judah stares back at him and says "yes, today is the day." I love that movie and that scene is awesome. (Ben-Hur is the winner of 11 Oscars.)

Anyway, "today is the day BlackBerry..." This could be a huge business story or absolutely much to do about nothing. No prediction here, but check out this link to read more about what is happening from CNET News.

Nick Fletcher in our group has already changed his phone just in case something happens today. It's definitely a prudent move and I salute his vigilance. We will know more by the end of the day. Good luck all you BlackBerry people!

TK

Attention BlackBerry Addicts

This is important for everyone using a BlackBerry, but especially important for our Results Team members using this troubled device: Ron, Tom, Thomas... anyone else?

February 24th is D-Day for Canadian company RIM, maker of the BlackBerry and it's patent challenge from US company NTP. If this were a hockey game, my money would be on the Canucks... but since we're "playing" in US Federal Court anything is possible.

My intel leads me to believe that no matter what happens, there will be a brief period of time given to RIM to implement a "fix" for the software that is in question. This will give BlackBerry users time to decide whether they want to move to a Treo or other similar device. I've got review of a Samsung product that I'll be posting on www.salestechnologyreport.com so check that out.

I have really been blown away by my 8700c and find the Blackberry to be more of a business device that is easier to use than the Treo 650. However, it needs to have service or who cares if it has a scroll wheel!

Keep your fingers crossed for the Canadians! Everyone likes those guys so let's hope that includes US District Judge James Spencer... he's the only one making the decision.

TK

Cancer Kills a Team

I was listening to one of my favorite radio programs the other morning and I heard an interview with Stephen Covey. Although I think Mr. Covey is tough to listen to, his material is inspired and applicable. He is a powerful influence in the personal development industry.

Covey was talking about the "Five C's" that can destroy a company (from his book, The 8th Habit.) As he rattled them off I was focused on each point, drawn to what he was saying from tough personal experience of managing a team of sales professionals for over a decade.

With each point he described, a picture of a former team member flashed across my memory, their "death" replayed and my remorse rekindled. This took place in about 3 minutes. What a waste. What a waste of excellent sales people and what a waste of my time and energy. The battle against cancer of the body and cancer of a team sucks the energy from everyone - the victim and those trying to save the victim.

Here is what Dr. Covey was talking about - The Five Cancerous Behaviors:

Criticizing
Complaining
Comparing
Competing
Contending

Each of the five deadly behaviors capable of metastasizing and destroying an entire individual. Combine them, and a person can be a walking destructive force, tearing down an entire organization faster that a brush fire.

I love what Covey says about these behaviors... "People who don't have their own deep internal act together seek their security from forces outside themselves." If I may carry this to a conclusion, this leads insecure people to gossip about other people and events that don't concern them, that are usually negative, so they feel better about their own lame lives.

(Key to note, people find themselves where they are as a result of the choices that they have made over and over again. They are "lame" because they have chosen to make lame decisions. Thus criticizing others, complaining about others, comparing themselves to others, competing with others and finally contending with others makes them feel good about themselves.)

Unfortunately, most people don't want to do the "heavy lifting" that comes with real personal development. Growth comes from focusing on yourself, not other people, and their are no shortcuts.

Covey also says that "These five emotional cancers literally metastasize their cancerous cells into relationships, and sometimes through an entire culture. Then you've got an organization that's so polarized, so divided, that it's almost impossible to consistently deliver high quality to customers. I might add that it is almost impossible to do ANYTHING when this disease is ravashing your organization. So what do you do?

Kill it. Kill it fast.

As soon as you can diagnose the difference between one of your people "having a bad day" and one of them being ravaged by "behavioral cancer" you must attack. Be direct, tell them you've seens their behaviors before and that there is no place for them in your organization. Finally, if you cannot help the person make change, you must make the change and let them go.

Better to have them go then have your entire company become infected...

TK

Love at the Office?

Is it okay to have love at work? You bet says Steven Dearien owner of Sundance Dental Laboratory in Scottsdale, Arizona. Now get this - it's not the type of love you may be thinking of... it is real love. Caring for people and their personal needs.

I had a chance to bring a group of Scouts over to Sundance and take a tour of the lab and learn more than I wanted to know about what happens when your natural teeth "expire" for one reason or another. (The fact is - it was interesting and obvious that a good looking smile is a big confidence booster!)

Back to love at the office...

As we were leaving our tour guide took us past a rack of publications that had a picture of Steve on it and was a promotion piece for the lab. In small print at the bottom it outlined his company philosophy for Sundance - here it is:

"Love what you do. Love who you do it with. Love who you do it for."

I stared at those three sentences for a few moments and then outloud said "that's cool." What an awesome way to describe what we all want from our careers. Love is such a powerful word that you shouldn't associate it with anything unless you truly feel passionate about what you are describing.

Wouldn't everyone want to LOVE what they did for a living day, in and day out? Wouldn't you LOVE to be around uplifting people ALL day long that helped you become a better man or women in everything they said and did? And finally, would it not be awesome to love your clients and the people that you serve in your business? To really care about their success and profitibility?

You bet.

Let's make this simple... this is Mr. Dearien's company philosophy because HE BELIEVES IT. It is something he most likely conveys in everything he does in his office (I sure hope so because I have never met him), it seemed like it from the person who gave us the tour. It appeared to be a really cool place to work. I'd bet money that it is...

I would also bet that Steve wouldn't mind if every company in America adopted his philosophy. The marketplace would be a much nicer place.

TK

Pass the Show Up Test

Have you ever heard the phrase "showing up is half the battle?" I don't know who first came up with it but I do know that it makes sense to me. Another way that I have heard it put is you have to "pass the show up test."

I have taken this phrase and compiled a list of key things to do on any appointment, meeting or assignment. Here they are according to order of importance:

1. Show Up
2. Show Up on Time
3. Be Prepared
4. Have a Positive Attitude
5. Do Your Best

If showing up is half the battle, then showing up on time must advance you forward in some measurement. Show up early and that will move you forward even further.

Be prepared for your appointments, meetings and any other assignments. Do your homework and make sure you can convey that you are ready to do business, make recommendations and demonstrate that you are an industry expert in your field.

Ever heard that attitude is everything? That's not true - if showing up is half the battle (50%) then attitude cannot be everything (100%), but it is HUGE. Let's face it, there is enough negativity in business that we don't need to add any fuel to the fire. In fact, a positive demeanor and a positive approach will get you noticed. Enthusiasm SELLS!

Finally, do your best. Only you know if you are giving 100% in your appointments, meetings and other important encounters. In selling it is tough to do it day in and day out - you know it too if you are in the arena every day. As a manager I can only imagine and appreciate those that do it well.

Outside of selling this formula is just as true... teaching a Sunday School class - show up, be on time, be prepared, have a great attitude and do your best! You get the idea...

In all that you do pass the show up test!

TK