Posted: February 18, 2021 | Categories: Leadership, Team Building

When I was in high school I took a speech class. The teacher made a statement I never forgot: “When we speak up with conviction, we can create a defining moment that shapes our lives, shapes our relationships, and shapes the world.”  In other words, we change history!  Here is a true story taken from the book, “Crucial Conversations” to demonstrate:

“Kevin, his peers, and their boss were deciding on a new location for their offices – would they move across town, across the state, or across the country? The first two execs presented their arguments for their top choices, and as expected, their points were greeted by penetrating questions from the full team. No vague claim went unclarified, no unsupported reasoning unquestioned. 

Then Chris, the CEO, pitched his preference – one that was both unpopular and potentially disastrous. However when people tried to disagree or push back on Chris, he responded poorly. Since he was the big boss he didn’t exactly have to browbeat people to get what he wanted. Instead, he became slightly defensive. First he raised his voice – just a little. It wasn’t long until people stopped questioning him, and Chris’s inadequate proposal was quietly accepted. Well, almost. That is when Kevin spoke up. His words were simple enough – like, ‘Hey Chris, can I check something out with you?’

The reaction was stunning – everyone in the room stopped breathing. But Kevin ignored the apparent terror of his colleagues and plunged ahead.  In the next few minutes he in essence told the CEO that he appeared to be violating his own deision-making guidelines. He was subtly using his power to move the new offices to his hometown. After some additional discussion, the boss said, ‘You’re absolutely right,'”  

Think of all the positive effects Chris’s speaking up spawned. Families didn’t have to move, kids stayed in their schools, and the company morale was preserved. Remember the “power of one”. Act…or be acted upon!

Posted: February 3, 2021 | Categories: Sales

Have you ever been in a situation where you were ready to close, and suddenly your prospect retreated? You probably have. As sales professionals, we need to be good at selling. We also must be good motivators.

I remember one time when I was observing a sales professional take a procrastinating prospect and jolt them into action with just one question. It was early in my career, and I was learning the sales process by shadowing a veteran top-performer named Curtis. Curtis had been talking to a prospect about enrolling in a 12-week leadership course, and Curtis began to bring things to a close. Just at that point, the prospect said “But this isn’t a good time”. At this point, I expected Curtis to go back to selling by reviewing the benefits and all they had talked about. Curtis didn’t do that. Instead, he put a smile on his face and quickly responded by saying, “Is there ever a good time?” They both laughed. The prospect said, “Good point”. Next, he grabbed a pen and signed up for the course.

Curtis was a seasoned salesperson who knew how to be in step with his prospect. There came a time when he needed to shift from “selling” to “motivating”, and Curtis was right on with his “harpoon” question. Curtis taught me that asking a question can be a much better motivator than making a statement.

Posted: January 27, 2021 | Categories: Sales

One of the most heartbreaking moments in sales is when the deal falls through at the last minute. Everything is set, then Bam! The wheels fall off! How do we help prevent a situation like this? One way is to make sure we have talked with all the key decision-makers.

Three years ago I was working with a client who was an account manager for a large equipment manufacturer. Let’s call him Carl. Carl had been talking with a prospect for several weeks, and he was looking forward to the big purchase order. Right when he thought the deal would close, his prospect announced that he needed to sell the idea to the COO first. Thunk! That was a “gut punch”. Carl was in a dilemma. He had never even had a conversation with one of the decision-makers. Roger, his prospect, led him to believe that he was the lone decision maker. Roger said he would talk to the COO and see if he could get it approved. Carl knew that wasn’t good. After all, who is better at selling Carl’s product? Carl or Roger? Here is what Carl did:

He recommended to Roger that they set up a face-to-face meeting with the COO and all others who would be involved in the decision. Roger agreed. The meeting happened, and Carl was prepared. He answered key questions and concerns from the decision-makers for one hour. Directly afterwards Carl received a PO. Since that time this company has become on of Carl’s top 3 clients. Once he was on the brink of losing it all. Let’s all remember to be certain we are talking to all the decision-makers up front. Dare to ask the question, “Who else should be attending this meeting?” Take the lead!

Posted: January 15, 2021 | Categories: Customer service, Leadership, Sales, Team Building

“Change of heart can’t be imposed…It can only be chosen”

–Dr. William Miller

Have you ever found yourself giving the same lecture over and over to your kids, relatives, or people who report to you?  We can preach, threaten, or even penalize, but what can we do to inspire a change of heart?

A few months ago I called my stove repairman to fix a minor problem.  I reached his voicemail, and in the message he mentioned that they would not enter my house unless I was wearing a mask.  What nerve, I thought!  He is telling me what to do in my own house.  I abruptly deleted the contact from my file.

Fast forward to last month:  I needed my carpets to be cleaned for the holidays, and I set up an appointment.  The personnel were friendly, responsive, and right on time.  The enthusiastic service tech came to the front door, and when I greeted him, I was wearing a mask in my own house!  Why?  Because I had a choice, and I chose to wear it.  I thought about the service tech and wondered if he had a family.  What if his wife was pregnant?  I found myself empathizing rather than just thinking about my position.  The tech did a fine job, and even threw in an extra room for free.  Now that’s a win-win.

This experience reminded me of an important quality that loved and respected leaders have:  The ability to listen,  ask questions, and let others choose whenever possible.  Even though there are times we must follow other’s directives without much choice, when we can offer someone a choice and let it be their decision, we can inspire that change of heart.

Posted: December 31, 2020 | Categories: Self-Improvement

“Fun is how you feel during…happiness is how you feel afterwards”

– Bits and Pieces

It is December 31, 2020, and I just finished a phone call with an old friend and business owner who completed his most profitable year ever.  As you can imagine, he is in good spirits.  For Robert and his family it has been a good year.  Of course, there were parts of 2020 that Robert didn’t like.  His mom passed away in a care facility and he wasn’t able to be with her during her last final moments.  He loves to dine out and go to movies, and he missed these activities.  His daughter is a school teacher and he has 6 grandchildren.  Their school schedule has undergone a complete upheaval.  The list could go on, but you get the picture.  Like all of us, Robert’s life was severely disrupted.

In reading my Christmas cards and talking to my friends this past couple weeks, I frequently hear 2020 referred to as a bad year.  If you lost a relative or close friend to Covid, you will probably not reflect on this year as your favorite.  Let’s face it…2020 has not been a fun year.  Robert didn’t have a fun year, but he had a happy one.  He looked for opportunity, made a plan, and followed through with his plan diligently.  He didn’t complain, he didn’t blame and he was always on offense.  Ironically, others in his same profession did poorly, but not Robert.  He developed a winning mindset and he won.  How about you?  What are your expectations for 2021?  I hope they are great.  Happy New Year!