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Category: Presentation skills
Make a good first impression
When I was a senior in high school, my sociology class conducted a group discussion. The question was: “Do clothes make the man?” I had no idea what the teacher meant. How ridiculous! Clothes don’t make the man…Character does! What that doesn’t take into account is first impressions. How long do first impressions last? Sometimes forever. How quick do we form first impressions? Answer: About 30 seconds.
With all these points rattling in my mind, I decided to do an experiment: It was about 30 years ago, and I was on a business trip in Springfield, Illinois. I was calling on some key clients and I was looking my best. I wore my favorite suit, my hair was well groomed, and I stopped at a fast food restaurant for a sandwich. I received a smile and a warm greeting from the person who took my order.
The next day as I was preparing to leave town, I intentionally put on grubby clothes -very grubby! I wore a threadbare flannel shirt and old torn blue jeans. I also hadn’t bothered to come my hair. I approached the same fast food restaurant I had the day before and ended up with the same person. When I walked up she did not smile and asked in a monotone, “Can I help you?” When she brought back my order she just handed me the tray and said nothing. Didn’t she recognize me? Apparently not.
This experience taught me the power of making a good 1st impression. Comb your hair, shine your shoes, and look your best. You will help establish instant credibility and make a better first impression.
The number one quality of success
If you were to review all the commencement addresses since the beginning of time, you would probably be able to make a list of the most vital qualities of success on one page. I would like to focus on self-discipline. This attribute is sometimes referred to as the “ironclad quality of success”. Let me illustrate:
Early in my career, I worked as an account representative for a leadership training company. I had made a key appointment with the head of a company. Because I was a rookie, it was required that I have my mentor with me on the appointment. Jim and I met in the parking lot 15 minutes before the scheduled appointment. The first question Jim asked me was, “Steve…what is your goal for this call?” I replied, “I already achieved it. I got the appointment. We’ll just go where the music takes us”. Jim frowned, and said, “Steve, let’s talk through this” Lesson learned: I should not start preparing for my appointment in the parking lot. If we are serious about what we do, we prepare thoroughly.
Now let’s look at a “right way” example: A client of mine had been working to secure a big account for several weeks. She was competing against some tough opponents. She got the contract. Afterwards, she asked the business owner why she was chosen and not one of the others. The answer was simple: The boss said, “Because you do your homework” We can all tell when someone has done their homework, and we respect and appreciate that quality. We believe such a person is self-disciplined, and can be counted on. Message: Prepare relentlessly.
One final note: Given all the technology we have today, if we arrive on a sales call having carefully reviewed the prospect’s website, they will know it. In other words, don’t start off with the question, “So what exactly is it that you do here?” (Ouch)
Making courage contagious
Have you ever been to a meeting and afterwards heard someone say, “I was going to say something.” Too bad. What if there comment or suggestion that could have increased the profitability of the company, or even saved it from bankruptcy? Idea fluency is vital in a fully-functioning organization. How do we create an atmosphere that encourages even the most reserved to speak up? Here is an example that demonstrates how:
I have a client who sells heavy duty manufacturing equipment. Last week he went to visit a customer, and he gave two different presentations. The first was to the top management team. As you would guess, meetings are a regular thing for them. Each participant had their questions, and they had a hearty product discussion with Carl (My client).
For the next meeting, Carl addressed a group who worked in manufacturing. These people are the ones who operate the machines. This group rarely attends sales presentations and they were reluctant to speak up and ask questions. Carl could sense their reluctance. The seating was in a horseshoe formation, and Carl walked inside the horseshoe to make a more intimate interaction. While respecting personal space, he asked a question to one of the more shy people. At first the participant was nervous, but he soon overcame his fear and started to ask questions and give input. That opened up the floodgates. One by one, others began giving their comments, and Carl could feel the temperature of the group rise. It was a lively discussion. Carl had strengthened trust with the group and received valuable input that proved very helpful in writing his proposal. Carl valued and respected everyone’s input, and he got it. Remember to EN-COURAGE others to build a more collaborative team by creating an environment that opens them up.
Play games with your customers at your own risk
A couple weeks ago my wife showed me a box of toothpaste. It was the normal family size I had known for years. Joyce opened up the box, and inside was a tube of toothpaste about 3 inches shorter that the box. First I was amused, then I was offended. My first thought was, “They actually think we are so pre-occupied that we don’t notice the difference?” If you want to make a small tube of toothpaste, put it in a box that is commensurate with its size. Wait…I’m not finished yet:
Last month we bought a box of snack bars, yet the size had become so small it was like a Mars mini-bar. I had the same reaction as with the toothpaste. There are companies that make full-size snack bars and sell a true family size of toothpaste. These companies will get my business.
I realize these two examples are seemingly trivial things, but let’s look at the big picture: Successful companies know how to build trust in their brand and with their customers. Deception and playing games erodes trust, and creates resentment. Let’s put our customers first (including our team).
Increase credibity with more thoughfulness
When I was young, I used to watch a TV show called, “To Tell the Truth”. Here’s how it worked:
The show would begin with three people standing side by side. They would each pretend to be the same famous person that you had probably not seen before. (Like Dr. Suess) Each one said the same thing: “My name is Ted Geisel” One of the three was that famous person. The other two were impostors. The show host would then read a sworn affidavit by the famous person describing themselves and all their achievements. Then a panel of celebrities would each have their turn to question the people standing. After their time for questioning expired, the panel members were asked to cast their vote for who they believe was the real Ted Geisel. Even though I wasn’t there to ask questions, I was in on the game, and made my guess when the panel members did. My guess was almost always right. I had a secret that worked:
Instead of trying to judge content accuracy, I focused on the tone of voice, body language, eye movement, and the way the person responded. I was particularly sensitive to those who responded quickly and with confidence. I found the authentic contestants were slower to respond, more thoughtful, and would sometimes ask clarifying questions. In other words, the real person was usually not “slick”.
There seems to be common misconception that when we respond quickly, we show more confidence. Sometimes just the opposite is true. We respect the more thoughtful response that indicates to us that the other person is listening and cares. Being more thoughtful in our responses can increase our trust and credibility.
You may ask, “Is there any time when we shouldn’t respond slowly? Yes. If you spouse asks you if you still love them, respond quickly…very quickly!