SmithSpeaking

Efficient or Effective?

2011-01-20T06:14:00.000-08:00

"You can't be efficient with relationships." Stephen Covey. Invest your most valuable resource and watch the rise in ROIT. Return On Invested Time.
Consider the idea that time invested is an expression of sincerity. We can all see through somebody who is "working a system" or "applying a technique" and when we do, things often don't go well. Genuine concern, care and curiosity are the qualities most of us respond to in a positive manner. So, whether in leadership, working with your team or in professional sales, working with a prospect or customer, your skills are only as effective as your sincerity is genuine.

Innovation in Learning

2011-01-07T06:50:00.000-08:00

For this upcoming session of Sales University we will be piloting two exciting technologies. Our Virtual Instructor Lead Training (VILT) Environment will help to engage, prepare and follow participants with greater effectiveness and efficiency. Additionally, Zuku (www.ezuku.com) is a mobile technology that uses text messaging to keep participants connected, reinforce learning and gather questions and feedback inside and outside the classroom.

Learning is moving forward with the rest of technology - how are you keeping pace?

Your Customers Don't Care About Your Policies!

2010-04-08T14:44:00.000-07:00

"I'm sorry sir; I can't do anything about it. It's our company's policy."

How many times have you heard that? Or worse, how many times have you uttered those revenue reducing, profit diminishing, customer crushing words?

It can be tempting, but let's think about what this statement really communicates.

"I know Mrs. Customer. This isn't in your best interest. It's in our best interest. It's our policy."

"Yah, Mr. Prospect, we spend a good bit of time making sure we only go so far to meet your needs. Beyond that, you're on your own. It's our policy."

"Well, Mr. Customer, if you want a partnership with someone who will work with you to develop creative solutions, you'll have to go somewhere else. It's our policy."

Why on earth would anyone who has direct contact with a customer say such a thing as "I'm sorry, but it's our policy"?

So you say, "Sam, you're oversimplifying things. Sometimes it really is our policy and that's that."

First, I say don't drink the corporate policy cool aid. Try something new. Something different. Let me offer three suggestions.

Make a Change.
If "that" is your policy, maybe you should change it. If any "policy" is not in the best interest of the customer, you're giving your competition the opportunity to step in and serve your customer right away from you. "But I don't make those decisions." That may be true, but what efforts have you made to influence the change?

Get Creative.
So let's accept the fact that "that" is the policy (at least until you influence the change). Your second option is to find a creative way to get your customer what they want and need in another way. If nothing else, cooperating with your customer toward reaching a common goal will greatly increase your influence (Influence: Science and Practice, Robert Cialdini).

Provide Empathy.
Shifting the blame to your company or boss and lacking in creative thinking and cooperation are sure ways to turn off your customer or prospect and send them packing. If you really can't change things, at least take ownership of the situation. Let them know they have been heard and that their feedback is valuable. Commit to an action point that makes their concerns heard and then be sure to follow up on your promise. You can't always fix it, but you can always provide empathy.

As Stephen Covey shares in Habit 5 of The 7 Habits of Highly Effective People, we must seek first to understand then to be understood. It's awfully hard to understand what your customer is saying, feeling and experiencing if you are so busy making sure you and your company's policy is understood.

Take a moment and think of some opportunities you have in the coming weeks to take a new approach that promises to differentiate you and your company and truly delight your customer.

At the Core of all Sales Skills

2010-03-26T04:39:00.000-07:00

There is no shortage of opinions out there regarding the top 5, 10, or what I have seen more recently, the top 67 skills you need to be successful in sales.

Rather than add to that list of opinions, allow me to simply recognize and compile into categories what it all boils down to.

Based on everything I have learned, experienced and taught over the past 13 years, there exists three over-arching categories that deserve your attention for success.

Communication. Strategy. Leadership.

Communication: Deliver results through excellent group and interpersonal communication.

Strategy: Create unique differentiation through innovative and rigorous strategy development and execution.

Leadership: Advance your success through disciplined personal and team leadership.

Each of these categories are broken down further into specific bits of knowledge, attitudes and skills you can further develop to be successful.

Take some time to focus on how you execute in each of these areas and look for more "whats, whys and hows" in future posts.