Posts

Better Attitude For Better Results

/in , /by

I closed 2017 in a rather down frame of mind.

Yes 2017 was better, business wise than 2016 but I did not meet several of my 2017 business goals. I felt I was off track, unfocused and that my Mojo was missing or at least very off.

I took time off over the Christmas/New Years break to reflect, consider and evaluate this. I also talked in depth with my partner, friends, co-workers and my mentor and my counsellor.

In the end the only real problem I could find was me.

I had/have fallen into the age-old trap of “entitlement”, I mean, hey, I have already done the heavy lifting, been working at this for three straight years, so why was I not already enjoying all the results I wanted and driving off into the sunset with my hot redhead beside me in my Ferrari convertible?

“Entitlement” is not a millennial problem, nor is “poor attitude” or “false expectations”. It is a flawed state of mind applicable to all and at any age.

In this, I am reminded of the “Law of the Wood Stove” in which a man stands in front of an empty woodstove demanding it give him heat, and the longer he demands, the colder he gets, right up until he freezes to death.

To get the heat, one much source the trees, fell them, buck the fallen tree into sections, split the sections into fire wood, cure the wood, make kindling, start a small fire, coax it up into a full flame, bank the fire for the night and then and only then do you get to feel and enjoy the heat and then only for a short while.

To keep the heat, one must stay ahead of its need for wood, feed it, care for it and give it balance, not enough and the fire is gone, to much and the fire will burn down everything you hold dear.

My mistake was not in failing to start the fire, but in not keeping it fed, and properly supplied/nurtured.

I liken this to the “turning of the wheel” we learned about in Good to Great and to the lessons of executive boundaries we learned about in Integrity, in that we will only get what we build and what we tolerate.

I had lost touch with these facts and gone astray in thinking that I had done enough. What we focus on will and does change as we move forward, however the level of focus, effort, resilience and determination will never be less demanding and to think it will be is a fatal mistake.

So, did 2017 have great results?   Yes, it did, my number one goal, to be in a solid and meaningful relationship with my gal was both realized and is happily ongoing. My number two goal of dropping at least 25 pounds, was also met.

Were my business goals met?  No. And the sooner I accept this, get my act together and put my shoulder to the wheel and my axe to the woodpile, the sooner I will be on the path to realizing even greater goals and accomplishments in 2018.

Will I take my eye off these accomplishments or take them for granted? I do not plan to.  I have realized they must be invested in daily to bring life to their accomplishment and to myself. Will it take a never-ending focus, effort, and heart ache to gain further on my business goals? Yes, but if not me, then who?  So, here I go into 2018. Entitlement at zero, effort to maximum.

What about you?

And Now For The Last 25

/in , , /by

Have you heard this saying; 25 years to learn, 25 years to live and 25 years to leave a legacy?

I think it’s a Stephen Covey line and I first hear it in the mid 90’s way back when I was in that second period, 25 years to live. At that time I never gave this saying (or what it meant) much thought or consideration, I was too caught up in the moment to worry about the future, self-actualization or even consider what my legacy might or would be.

How times have changed. The closer I got to 50 the more I realized that “I do not know, what I do not know”, and that while I may not be stupid, I sure was ignorant. I realized that to just keep going, let alone get ahead I needed a lot more EQ (Emotional Quotient) and not more IQ (Intellectual Quotient). In the most straight forward of descriptions I needed to learn and understand a lot more about the “WHY” people do things (or not) and stop worrying about the “HOW” things should, could or would work.

As a person not yet ready to rest on past accomplishments I refocused myself on further education, and while helpful it did not really fill the EQ need, in fact, if anything it reinforced how much I did in fact need to get on with developing a much stronger EQ.

Out of that educational process one piece of truly missing personal development became clear, I had no mentor, no confidant, no voice of sober second thought, no wise man/woman who would tell me what they really thought without anything to gain, fear of reprisal, or politics. Someone who would deliver the straight goods, and tell it like it is.

I took up the challenge of finding a well suited mentor, which as it turns out is a lot harder to do than one might think. Like all good things hard work and relentless effort is required to truly arrive at a meaningful accomplishment. However no matter how hard I worked at this, my mentor remained hidden from me, desired, but not found.

Then one day I was in a coffee shop having a detailed, and passionate discussion with a colleague regarding the merits of several different business books, and as we were leaving a gentleman, well my senior but who I had met once a few years ago stopped me and said quite directly “I would like to talk with you about those same books”. The rest as they say is history, I found my mentor, not just in business but in life.

I am now 53 and he is 68, he is semi-retired, and the past president of a local college and I am getting ready to put in the best 10 years of my working life. We talk about everything and from all possible angles, we talk mostly business but not so much the numbers and more about the important stuff (the “WHY”) leadership, role modeling, decision-making, decision impact, helping people grow, and unlocking opportunities for others, we examine life in terms of our shared Christian faith and from time to time about health (both), motorcycles (him), gardening (me), and the very essence of the mentor/mentored relationship itself. We ensure that we meet with a purpose and that out actions going forward are both purposeful and accountable.

I have gained immense value from this relationship, and I am in great debt to my mentor for all the grace, insight and advice he has given me. I do however have one major regret in all this and that is simply that I should have started this 25 years sooner.

Today, looking back at my career if I had a mentor of similar quality back then, today I know I would have worked less, accomplished more and would have done it leaving a better legacy in place.

So what does today look like, well I get together with my mentor for a breakfast every two weeks (when he is town) but I have also taken up the challenge of being a mentor, in fact there are three and sometimes four people I am mentoring in one way or another at any given time. Some once a month others every two weeks.

We are building truly great relationships, based on trust, confidentiality and full on, anything goes dialog and debate. The rewards of doing this are huge, for me not just for them. I come alive preparing for and being in these meetings, I take the role seriously and in turn I am taken seriously. I am almost four years into my 25 years of “leaving a legacy” but enjoying every moment of it.

So now the big question…

Do you have a mentor, if yes, excellent. If no then get one, you will not regret it.

Are you a mentor, if yes, excellent. If no then you should consider, seriously consider becoming one.

Pull up beside that young crew and the plant, in the office or on the job site, share a coffee and just start a relationship.  Talk about things that matter universally, talk about life, listen and consider thoughtfully and come back a few days later and say “I was thinking about what you said, have you ever considered…” guess what, you just started down the mentoring path.

It can be that informal or very formal with action plans, check boxes and strategic thinking, anyway it works, it’s a good thing. Bottom line is that IQ will only get you halfway.

EQ will get the other half and the school of EQ, it is best found at the feet of a mentor.

It must be nice… To Not Need Business

/in , , , , , /by

Here are two simple and highly productive sales lessons that will go far in improving your customer relationships and making more sales.

Answer your voice mail.

I have been trying to get a hold of a seller to connect him with a client of mine for a solid week, all without a response. Wait that is not true, I did get a response from his voice mail system telling me that his mailbox was full and could no longer take new messages.

It must be nice, when business is so strong that you can ignore phone calls, let voice mails go without reply and build up until there is no room left for new messages, customers or opportunities.

Now do not get the wrong message here, I am and will not be a proponent of dropping everything to take a call any time the phone rings, but that said, it is good practice to check your voice mail 3-4 times a day, return meaningful calls promptly and never, ever let a voicemail box fill up to the point where there is no room for new messages.

The seller in question is making deadly mistakes, after all if you cannot even manage a voice mail box why should I let you manage my several hundred thousand dollar a year account?

Here is another simple and highly productive sales lesson that will go far in improving your customer relationships and making more sales.

Check and return Email messages.

Turns out the same guy will not respond to or in fact even check his own email account…? I have sent him no less than three emails, two with read receipt notices (telling me for a fact my messages have not yet been opened) and a Linked-In in-mail message over the past 3-4 days all of which have gone without any reply.

Again it must be nice to have so much going your way that you can afford to not respond to a willing buyer, or perhaps…

He has not come to realize that there is a direct correlation between responsiveness and customer perception. Now let’s this clear, this person represents a highly credible company the reality is that I have every reason to want to connect this seller to my client and my client will most likely become a major client of his going forward, however this deal may never off the ground because the “Perception” being built is that the seller does not care about even the smallest of things, voicemail, email etc…

I am of the philosophy that if one proves he/she does not care about the small things, they should not be trusted to look after the big and truly meaningful things.

In this I think I am like most of you. So here is the sales lesson, show respect, be prompt in your replies and take advantage of every possible opportunity to listen to your customers and prospective customers.

If you are going out-of-town and cannot answer or respond to an inquiry just use a telephone service, leave a message say you are away or program an auto responder to flow back to incoming email.

A “DO NOTHING” strategy will directly bring a “GET NOTHING” result.

Strange thing is, in my career, the more I learned to shut my mouth and open my earns the more sales I made.

How about you or your sales team, have developed bad sales habits and taken on a pattern of missed calls, un-answered voice mails and ignored emails? If yes, you have a major opportunity in front of you, get proactive with customer communications and watch your sales grow and grow.

If you want to learn more, get in touch.

The Whistle Dog Factor

/in , , , , , , /by

Or how $.25 destroyed a customer for life

The facts have not been changed to protect the guilty.

Gourmet Grilled All Beef Hots Dogs with Sides and ChipsOK, I admit it I have a secret love of hot dogs, to be specific an A&W Whistle Dog, Onion Rings and Diet Root Beer. Now don’t get me wrong this is not a daily or even weekly thing, but it was a twice a month thing. So you say, “OK you like some fast food every so often, what’s that got to do with a sales based blog posting”. Well this is where things get interesting. My regular Whistle Dog fix costs me about $11.50 a hit and I go twice a month so that’s $23.00 a month or $276.00 per year.

I am a nice, quiet, very predictable, repeat customer and I bus my own table when done. This makes me pretty much every A&W shop owners dream customer right? You bet right, so then why am I now being charged $.25 for one little plastic disk of BBQ sauce to go with my onion rings? I mean WTF. I am seriously miffed.

I think it was Robert Burton (and not Ben Franklin) who coined the phrase “penny wise and pound foolish” and that’s exactly what is going on here. I just dropped $11.50 on a hot dog, badly cooked onions rings and $.03 worth of root beer and they have the nerve to put the touch on me for a single serving of BBQ sauce?

Well first I asked the sales clerk if she was serious, and she was so I very politely paid the lady the $.25 and have not been back for two months, those two months will just keep going and going as I have now started my one man boycott against dumb sales policies and practices. Be warned from now on if I see them, or experience them I am going to write about them.

Yes, the A&W shop owner got their $.25 and now I am going to keep my $276.00/year times the next 20 years and believe you me that $5,520.00 plus inflation is going to by me… well I guess I am on the lookout for a new hot dog shop. Oh and I do hope that the A&W shop owner comes to realize that no matter how many coupons you give it, it will never make up for “Taking Your Customer For Granted”.

OK, my rant is over, now let’s look at the sales lesson, you have a fully qualified customer, who is paying their bills on time, every time, so what happens? Some number-cruncher in the organization says we are losing money on (enter your example of the BBQ sauce here) and we have to pass this charge onto the customer no matter what.

If you agree to start doing this; congratulations you have just joined the Penny Wise, Pound foolish club. You will lose customers by the dozen all because you did not follow one of most primal product pricing policies… Thou shalt not insult your customers by “nickel-and-diming” them.

There are dozens of pricing strategies to not only get incidental costs covered but to use them to build customer loyalty (none of which appear to be covered in the A&W shop owner’s operations manual).

Now apply this our daily industrial sales reality, we are busting our back sides, to make sales worth thousands of dollars a unit. Getting sales, providing great service and earning customer loyalty is hard work. Are you losing sales, sometimes big sales over policies and practices that are seen by your customers as them getting nickel-and-dimed?

Three key questions:

1. Are you’re pricing policies and/or practices triggering negative emotions in your customers, compelling them to go shopping?

2. What if your biggest barrier to more sales is the pricing program you are following?

3. Are you taking the $.25 as asked for and trading away loyal customers for life?

If you want to know more get in touch.

The Trust Factor

/in , , , , , /by

When I have dark moments of self-doubt (and I do) and question my direction, value, skills etc… I cut the negative process short and head instead for the “Red Tin”. In this “Red Tin” I keep the original copies of every recommendation and/or testimonial I have ever received going back to the 80’s.

If you read these you will quickly note what they do not say is… you said you would… and then sort of came close. Instead they say, you listened, understood and then just shut up and did the right thing, and you did it over and over to earn my trust.

These documents are all past tense, they speak to what was done, not what was promised. They speak to listening, little talk, and much action, they speak to investing in learning the real needs of the customer and meeting them head on, they speak to putting others first to then gain the reward of a long-term, profitable relationships.

Today, too many sellers are just pitching the stuff they are “told” to sell, they are not sales professionals, they are order takers. A sales processional seeks to understand a true need and then fill it. They seek an honest relationship, one in which they earn an equal voice with the buyer and can either agree or disagree with the buyer to truly define needs and then fill them.

Is todays, wham bam, thank you man, sales approach what is missing is “TRUST”, trust that the seller actually cares about the buyer needs, and trust that the seller is actually looking out for the buyers long-term, best interests.

The overriding problem is time, companies looking to grow and their sales people do not understand that developing real relationships takes time, and is much more about hearing and not about pitching, it’s about listening and not about talking.

ThisSales Statistics chart, to my experience is brutally true. Most sellers quit round about the 2nd call when in fact the sales magic happens in the 5th to 12th call or direct contact with the buyer.

It may appear counter to what you are being told today, but taking time to get to know someone and their needs, while slower and far less fancy is in fact a clearer path to more sales and thus more commission that any other sales approach.

Being a genuine human being, caring about others first, is in fact the fastest way to forming a trusted relationship, and in the cold light of dawn, buyers will always choose to do business with those they know and trust above anyone else.

All I can say is that anything worth doing, takes time. Relationships take time, understanding takes time, but from relationships comes trust, and from understanding comes sales orders. From meeting needs over the long run comes reputation and from a positive reputation, the testimonials and letters of reference. All hard-won and of deep value, that endlessly reaffirm that I took my time and did it the right way.

Are you an order taker or a sales professional?

Get in touch today.

It’s Dollars Not Deals

/in , , , , , /by

Once again I have been witnessing an exchange of opinions on how to account for sales performance, this time taking place inside a Linked-In™ sales management group. I continue to be amazed that anyone who calls themselves a “sales professional” would engage in using a “deal count” as a “sales close ratio”.

The bottom line in sales is dollars not deals.

Case in point (names changed to protect the guilty):

If Sally writes 100 quotes in one month worth a total of $250,000.00 and then closes 50 deals worth $32,000.00. Her deal close rate is 50% but this is not SALES, this is deals!

Sally’s close rate is $32,000.00 / $250,000.00 = 12.8% and Sally sucks as a sales person.

Sales people like Sally, want to avoid accountability at all costs. When they are in the accountability spot light they want to be reviewed for non-tangible performance, such as time with customers, solving claims/credits etc. Then, when under real pressure, will throw out their quote to closed deal ratio as a key performance metric, in hopes of a positive review. This type of sales person wants top salaries, company cars, perks, spiffs along with no quota’s or commissions.

Sam wrote the 100 quotes in the same one month period worth a total of $250,000.00 and then closed just seven deals worth $167,000.00. His deal close rate is just 7% but this also in not SALES, this is deals.

Sam’s close rate is $167,000.00 / $250,000.00 = 67% and Sam is a rock star sales person.

True sales professionals only want to talk in terms of accountability, since real accountability “defines” real sales performance. Sales professionals like Sam want top commission rates and hold their sales quotas in contempt as minimum standards, they want car allowances, spiffs and scotches as tokens along the road to their success. Yes, they will take your perks; however, they really are focused on managing their sales franchise to their (and thus your) maximum benefit.

The difference between Sally and Sam is the attitude. Sally complains to all who will listen to her about her poor lot in life, her bosses’ unrealistic demands or her thin bank account. Sally lives a negative and unbalanced life, working paycheck to paycheck. Meanwhile, Sam spends his time in self-improvement, learning about his customers and sharing his positive attitude; not by talking about it, but by demonstrating his positivity to all he comes into contact with. Sam lives a positive and meaningful life, paid for by selling value into his many professional relationships.

Raising Employee Engagement Brings A 9% Increase In Operating Profits

/in , , , , , , , /by

Great but how do I make that happen? You start by shifting employee attitudes and to be more specific your attitude which is far and away the biggest single item that will determine your ability to get along with others, define what plans you will make and how you will execute those plans. The results of engineering this shift is well researched, for every 1% improvement in employee engagement you can see up to a 9% improvement in operating profit[1] .

Thankfully building a great attitude is a skill set than can be learnt and developed, allowing you to get significantly more out of life and business. Your positive attitude, or lack of, is what attracts or repels the people you come into contact with, and nowhere is this truer than in sales and customer service. We have all encountered the condescending, rude and/or fully disengaged sales person, these are examples of the negative engagement we encounter every day and unfortunately, too often found in our own businesses.

To take your engagement and your business to the next level you need to know three things:

1. That a positive attitude is the result of deciding to have one;

2. It will only work for you in direct proportion to the effort (learning, training, practicing and consistent application) you put into it;

3. That attitude, both good and bad is highly contagious. As such when you develop and role model a positive and engaged attitude you lead others towards the same.

Do you have a positive attitude (most like to think they do, but, in fact do not)? Most do not understand that their lack of positive attitude and disengagement is keeping them from their own goal achievements.

Crafting a progressive attitude, and resetting your goals based on it will raise yours and others engagement levels and excel you towards the accomplishments you are hoping for.

Thanks for reading,
Gerry L. Wiebe, Founder | President

[1] Sources: Gallop, US Bureau of Labor Statistics, IES & Towers Watson.

Is A Coffee Card Networking’s Secret Weapon?

/in , , , , , , /by

In the last three weeks our company has secured three major new clients.

What’s unique is that each of these clients was referred to our company by a past or current client and our cost to land each one was just a cup of coffee.

How networking skills and a Coffee Card can be the secret weapons of business development and sales success:

Meeting for a coffee is a simple method of establishing a friendly meeting place and controlling costs.

Here is what you should be doing:

1. Go out of your way to meet people, network purposefully and ask them what they do;

2. If what they do is connected to what you (or anyone you know) might need, swap business cards and tell them to expect a coffee invitation;

3. Go for coffee (somewhere convenient to them in terms of both time and place), pay with your coffee card and start asking purposeful questions that take time and detail to answer. Speak very little and listen a whole lot;

4. During your meeting ask the question, “what is your perfect customer and how would you best like to deliver your product or service“;

5. Use your speaking time to describe what your perfect customer is and how best you deliver your product or service to them;

6. After 20 – 30 minutes have passed, coffee is over, and back to work you go. Your total time including driving was no more than 45 minutes and out-of-pocket costs are only about $5 – $7.

Now keep doing this, once a day with intent. Two times a day if you can. You’ll soon build up a network, not just of business cards but a working knowledge of what each and every contact does; and likewise they will know what you do.

Now Here Comes the Magic

When what someone does lines up with the needs of your network, you set up a coffee meeting with you and both parties. Again you buy coffee, you make introductions, confirm the connection, and give them both your best regards before leaving.

You have now provided unprecedented value. You have taken the risk of validating the supplier, and you have introduced a qualified buyer to the supplier.

In this process, aside from gaining a reputation as the value provider, it’s just a matter of time until you become the recommended supplier and land a job; this is when things get really interesting.

Over time your networking along with delivering great value to your customers will evolve into fans making raving recommendations about what you do. Now repeat, repeat, repeat. Build a network in which you deliver value first by connecting needs and your networking efforts will soon be landing you new business all for a bit of time and on a coffee card budget.

Thank you for reading,

Gerry L. Wiebe, Founder | President

Marketing Strategy – Four Simple Marketing Ideas

/in , , , , /by

As a part of a winning Marketing Strategy you need to review the use of a frequent contact program to communicate with customers in order to gain a larger share of their business.

When doing so, here are some simple ideas to carefully consider:

1. Most businesses invest too much in chasing new customers and too little in doing additional repeat business with their existent customers;

2. The satisfied customer is predisposed to purchase again. Purchase more and purchase something different (not to mention refer you to people he knows);

3. It costs less to motivate a known customer to purchase again than to acquire a new customer;

4. Customers are only fickle because a new competitor (or the previous company you got the customers from) is paying more attention to them than you are.

In business-to-business marketing many companies make the huge mistake of having all their contact with their customers go through the sales representative. This leaves the customers vulnerable to theft if the representative jumps to another employer. It also leaves too much opportunity for negligence on the representative’s part.

Regardless of the layers of distribution between you and your customer you should establish some direct link. The owner of a restaurant can do that by coming around and chatting personally with the customers. The chief executive officer of a large company can do it with a newsletter and maybe a hotline telephone number.

Here are some of the ways that direct mail or email can be used to communicate with established customers.

A. To introduce new products or services;

B. To reinforce existing products or services;

C. To give advance notice of and explain price or fee increases;

D. To offer special discounts or premiums;

E. To provide useful information;

F. To give recognition to top customers;

G. To announce seasonal sales;

H. To announce and introduce new staff and what they do.

I’ve rarely seen a business that could not increase and improve through increased direct marketing to present customers.

Now here’s a real marketing secret and it is a true secret. Most companies make a critical, crucial error in this area. I’ve personally made this error many times in the past and work hard at overcoming it.

Here’s the secret: When marketing to established existent customers you should still tell your entire sales story every time. Do not make the mistake of assuming knowledge on the part of the customer.

Do not take shortcuts with existing customers and do not feel that you are boring them by telling the same story repetitively. If you have quality, service, guarantee price or other advantages point them out each and every time you deliver a sales presentation.

American business desperately needs to place a new higher value on the customer. That’s been the message of Tom Peter’s initiated excellence movement. It’s the message behind the government hearings taking place investigating the airline’s industry of abuse of its customers. If your business is not performing as well as you would like it’s a message you should listen to also.

Bottom Line; communicate more with your customers and you’ll do more business.

This article originally posted on Craneblogger.

Customer Service Super Star – Case History #1

/in , , , /by

Customer Service Super Star Case History Number 1: Auto Shop Shocker

My daughter was in a small car accident and thankfully she was not hurt. The other driver quickly admitted 100% fault, so off to the auto body shop she went. While at the auto body shop my daughter asked for a few other things to be quoted on; one being the front bumper which was cracked (by yours truly) and the other, a few deep key cuts to her driver’s side door, unfortunately made by some wayward youth in our area. The shop quickly worked out some prices for her, but despite what was covered by insurance and me paying for the repair of the front bumper I damaged, a review of her budget meant the key cuts would have to wait until a later date.

A few days later I drive my daughter to pick up her car from the shop. Her car looks like new; impeccably cleaned, washed, and vacuumed. Overall, all of our expectations were met and the price we charged was exactly what we had been quoted. All was well, so we paid and left. A few hours later my daughter calls me saying, “Dad, all the key cuts on my door are gone!” Wow, what a nice thing to do for another person. The auto shop had no reason to do this, they went completely above and beyond. Since they had quoted us on removing the key marks (it was a few hundred dollars worth of work) we knew the exact value of their contribution to exceeding customer expectations.

Are we impressed? You bet. Are both my daughter and I happy to tell this story all over town and recommend this auto body shop to everyone we know? Absolutely. They understood what the two second rule, that extra effort, would mean to my daughter. They gave of their time and services to do so and in return receive many enthusiastic customer referrals from me. Plus, I have a great case history of exceptional customer service and now you know, so if you are ever in need of an auto body shop in Abbotsford, BC please check out Erv’s Auto Body located at 2736 Garden Street, Abbotsford, BC or give them a call at 604-859-7410. Just tell them a very satisfied customer referred them to you.

Check out the post How To Build A Customer Service Super Star In Two Seconds to learn how to deliver customer service like this!

Thanks for reading,
Gerry L. Wiebe, Founder | President