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 3, 2020 | Categories: Sales, Self-Improvement

Several years ago I received a follow-up call in mid-December from a company that sells and installs carpets.  They had given me a quote earlier in the year, and due to some unexpected expenses I had set the quote aside.  It is important to note that the person calling was professional, likeable, and easy to talk to.  She made reference to the quote and wanted to know if I was still interested.  The timing of the call was perfect, and resulted in a $10,000 order.  I can’t say this for sure, but my hunch is that the woman calling was given a list of outstanding quotes, and they were doing an end-of-year cleanup.

Many sales professionals regard December as a poor month to sell. People are distracted by the holidays and less likely to commit to any purchase that is not a Christmas gift.  While this may be so, I have found that consistently top-performing sales people do well in December.  They want to set the table to “hit the pavement running” when the new year rolls around.  If you would like to increase your sales in December, here is an idea:

Write down all the accounts and contact people for those in these categories:

• Clients you are currently doing business with
• Clients you have worked with – but not for a while
• Outstanding quotes that have not been followed up on recently

After you have put together this list, commit to a block of time, and start dialing.  You will probably get one of three responses:

1. No longer interested
2. Interested, but not until after the first of the year.
3. Yes, I am interested now
4. Let’s just say that the woman that called me had a list of 100 names.  If my sale was the only one she made, that means she would have made $100 per dial.  That is s pretty good hourly wage!  Dig in to December!

Posted: November 10, 2020 | Categories: Sales

If you are in sales, you know the most important thing you need to do:  Have as many sales conversations as you can with qualified prospects.  So how do we qualify prospects and which prospects should we be seeing the most?  Consider these four types of prospects:

1. Known need and willing to talk
2. Known need but not willing to talk
3. Unknown need
4. No need but willing to talk!

Prospect #1 sounds ideal, but we need to be careful.  They may tend to price shop.  Prospect #2 is good.  We just need to build trust and get them comfortable talking.  Then there is prospect #3:  This one is my favorite:  An unknown need.  Here is an example to illustrate:

Several years ago, I was doing some assistant coaching for soccer, and I was talking to the head coach.  In our conversation, we both talked about who we worked for.  As it turned out, I discovered Sam was the President of a large manufacturing firm that employed over 500 people.  When I talked about what I did, he said, “I’d like to meet with you at my office”.  We did.  As a result, I did a needs assessment, and when we were complete, we uncovered a serious problem he did not know he had.  I had help him discover it!  He was concerned, and asked, “Now that we know, how can you help us?”  We worked together, and he soon became my biggest customer.  When we helped him discover a serious problem he wasn’t aware of he turned to me for the solution.  Seems natural, doesn’t it?  Now you know why I like prospect #3.  Oh yes, how about prospect#4?  He or she is all yours!

Posted: October 27, 2020 | Categories: Customer service, Leadership, Networking, Sales, Team Building

Who is Coach “K”?  If you said “Duke University basketball coach”, you are correct.  For extra credit, what does the “K” stand for?  Answer: Krzyzewski (pronounced “sha-chef-ski”)

Dale Carnegie once said, “A person’s name is the sweetest sound in any language”.  If that is so, it is important we learn people’s names and remember them, even if they are difficult names to spell and pronounce.  In my 40 years of leadership training and coaching, I have found that people who put great effort towards remembering names are well respected.  Here is an example of how powerful this can be:

Yesterday I went to the hospital to give a blood sample for my rheumatologist.  As I was registering, I said, “I am here to give a blood sample.  If is for Dr. Geevarghese.  (Pronounced “Gee-var-geese”).  When I said that, the receptionist and her assistant stopped and stared with their mouths open.  Then one of them said, “This is the first time someone has said the doctor’s full name and procounced it correctly.  Everyone says “Dr. G”

It is my assumption that Alex Geevarghese is just as proud of his name as someone named John Smith.  With that in mind, I make my best effort to remember names.  I find that doing so shows respect and helps build trust.

If this sounds trivial, here’s another example for you:  A few years ago I was coaching someone who worked with people from the country of Laos.  The name of one of his co-workers was extremely long with many syllables.  None of this person’s co-workers knew how to pronounce his name.  It was too much work.  They just called him “Nick”.  My client was determined to learn Nick’s name, and he did  The next time he saw Nick, he said, “Hello _____  _______”  Tears came to the man’s eyes, and he said, “You are the only person here who has taken the time to learn my name.  Thank you so much” Lesson learned:  We need to make a full effort to learn and use names – even if it is challenging.  Take the challenge!

Posted: October 23, 2020 | Categories: Customer service, Leadership, Management, Presentation skills, Sales, Team Building

Charisma.  Every boss, professional athlete, politician, or PTA president seems to like that word.  We hear people say, “He or she has charisma.”  We have also heard someone say, “He or she has no charisma.” OK…so charisma is good…but what is it?

I toiled with this question for many years until one day 20 years ago.  I was reading a book by Barbara De Angelis, and she defined charisma as “paying attention”.  What a boring definition for such an energy noun!  In many ways, she was right:

Several years ago our family was on a cruise ship in the Caribbean.  We had two main servers when we dined:  Peter and Ozzie.  We liked them both.  Ozzie was a natural showman, and knew how to perform.  Peter was also engaging, but his demeanor was slightly more tempered.  Peter ended up being our favorite.  Afterwards, we tried to figure out why.  Our thoughts kept going back to Peter’s attentiveness.  He was the most genuine, and put his focus on others, being in tune to us as individuals.  He would sense needs, and respond with help.  It seemed his thoughts were so focused on helping others, he did not have time to say, “Look at me!”  We did anyway.  Peter had true charisma:  He was enthusiastic about his work, and he put his focus on serving others.  He put these two magic ingredients together.  So everyone…pay attention!