Blow the sale or

hold your tongue?

Diplomacy: Skill and tact in dealing with people

It’s comin’ ’round agin… the ole trainin’ ground fer dip-lo-macy. Yup! Thanksgivin’ gatherin’s.

Now if you can get through the entire dysfunctional-family -Thanksgiving-experience this year (especially this year with the sucky economy and your brother-in-law crabbing about the price of gas to drive to your house to eat), you will have earned a medal.

But –more importantly —  you will have completed the qualifying round for your annual refresher training on how to deal diplomatically with your internal and your external customers! (Internal: associates, employees, referrers, alumni, key suppliers; External: customers / clients / guests / patients, other suppliers, industry and community organizations, and the media) Maybe missing someone here, but you get the idea.

IF you can deal with your in-laws,  little kids terrorizing your dog and spilling unknown fluids on your furnishings and floor coverings, your uncle ranting about his adolescence (which he’s still in), your aunt Tilly reminiscing about her last 47 Thanksgivings, the neighbor’s kid revving up his overhauled Mustang next to your only broken window, and having to step over eleven spastic bodies glued to some idiotic football game on the TV that separates you from the only available bathroom, while hearing that four hours into the roasting process, the turkey still has ice inside of it

… YOU are ready to sell (No, not your house! Your products and services!)

How do we know this?  Because you’ve managed to deal with all of that and not be in jail, or the nuthouse! Somehow, you’ve risen to the occasion, kept the peace, swallowed your pride, bitten your gums and held your tongue (doing the last three items at the same time, by the way, is a pretty good trick!)

So what will you have learned  on the Thanksgiving firing line? There are times to speak and there are times to listen. EVERYONE is a prospective or repeat customer. EVERYone. Your appearance and demeanor and receptivity will determine whether others have a good time or not. Too much alcohol can undo the best of intentions. Too much food will give you a stomachache. Not stepping outside into the fresh air periodically will give you a headache (but avoid the side of the house with the revving Mustang!)

Every day is a new opportunity to do the best that you can do.  Thanksgiving, besides being a truly great opportunity to appreciate family and friends and all the brave young servicemen and servicewomen who make it possible to be able to gather together in the first place. It is also a great day to practice diplomacy and carry that renewed spirit forward in returning to your work.

OR, hey, don’t wait ’til the end of the month;  just read about it here, today, and start holding your tongue tomorrow! Sales are only made by listening! 

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You got 7 seconds, Baby! Do it!

     So you think you can make sales  by building relationships? You think you can sweet talk a prospect into a sale? You think that starting your spiel with a joke will get that signature on the dotted line? You are helping customers to slow own, relax, take it step at a time so they’ll love you when they decide to buy?

YOU ARE WRONG, WRONG, WRONG, and WRONG! 

     Statistical studies have long shown  that average adult attention span in America is 12 minutes, 7-8 minutes for decision makers, and 7 SECONDS to size you up (It used to be 10 seconds, but we’re in the WiFi age!).

     This means, dear business owners, managers and salespeople  (that’s EVERYone, btw), that you better have your you-know-what together and be prepared to make a spectacular 7-second first impression. Bottom line: No time to blink! 

     First off, junk this dumb idea  that some touchy-feely guru sold you about “relationship selling.” Assuming you still want to have a job in a couple of months (weeks, even), then be alert to the fact that the building of customer relationships can ONLY happen AFTER the sale is made.

     The sale is the starting line. When the check clears the bank is when to start all the hugging and kissing and hand-holding commotion, and not ten seconds earlier! Disregard this at your peril. 7 SECONDS! You got 7 seconds, Baby! Do it! Go for the sale, B~U~T that doesn’t mean to rush in like a ton of bricks. It means make the most of those 7 seconds. 

     One sales pro I respect says  he uses those first 7 seconds to “radiate authenticity and ask a genuine leading question.” What’s an example? “Are you looking to upgrade what you have or try something new?” will certainly get you further than, “How’s the weather out there today?” or “Hi, would you like some help?” 

     “Radiating authenticity,”  incidentally implies many things. Your appearance for one. No one expects you to be wearing a tie and jacket (or a dress and high heels) if you’re visiting farms, nor are you likely to get too far in delivering a Fortune 500 board of directors presentation in jeans and sneakers. Clothes CAN make the sale when they’re authentic and appropriate.  A GENUINE smile and fresh (not overkill Scope) breath help!

     Grooming  is the other half of appearance. And if you don’t already get that you’ll do better scrubbed and neatly trimmed, you probably need more help than this blog can provide. 

     When 7 seconds can make it or break it, when 7 seconds is all it takes for a decision maker to size you up and decide if she or he wants to do business with you or not, you need a game plan. It’s fourth quarter and you’re 3 points behind on the 50-yard line with 7 seconds. You sure better know what you’re going to do when the ball is hiked. You are, after all, calling the plays!                                                                      

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OK, so now you’re

knee-deep in self-control

     So, what’s next?  Well, now that you have a firm grip on yourself and total control of all those latent late night and early morning temper tantrums, what’s next on the agenda? How about some practical how-to stuff for defusing OTHER people’s anger? Oh, joy!

     First off,  you’re not likely to get an angry associate, employee, friend or family member to instantly calm down just because you can now wave printouts of this blog site at her or his face and point out that the angry feelings are a CHOICE. Right. That’ll get you a subway fare to Madison Square Garden and a sharp stick in the eye.

     What then can I do, oh Anger Guru? What then can I do?  You can START by really paying close attention to the person who’s angry and by listening carefully to what’s being said. To begin, when we lose sight of the present moment and make a conscious or unconscious choice to feel angry about something or at someone, our brains take us rushing into a past who-did-what-to-whom accounting of past wrong-doings OR into an imagined scenario that hasn’t yet happened (and may never)!

     The goal then is to try to help the individual who is angry to come back to the reality of each passing moment as it passes,  to be focused on the here and now. BUT, unless you’re a shrink (and especially if the rampaging bull is wielding some instrument of destruction), it may be in your best interests to simply pretend you’re a rock. Assuming though that the anger is something less than maniacal in measurement, consider the following:

1)  Ask the other person if they would be good enough to please slow down the torrent of complaints long enough for you to be able to write them down on paper so that you can give serious thought to solving each problem (or addressing each issue) one at a time. [Then do proceed to write down each point as a separate item on a list]

2)  Ask the angry individual to help you prioritize each of the items listed so that you can number them as 1: First most important to take care of, 2: Second most important to take care of, 3: Third most important to take care of, etc., etc.

3)  Attack the items in order of the ranking by paraphrasing what was said about each (i.e., “Now let’s see, if I understand you correctly” or “Do I understand you correctly to mean that when Mary pulled John’s toupee off, he reached for it and she went to bite his hand but her dentures fell into the mixing vat and got processed into the pickle jars that were just loaded on the truck that left twenty minutes ago? Is that what you’re saying?”

Repeat and paraphrase until the angry person agrees 100% with your understanding of what the upset is all about, then complete that with a positive comment: “Good. I’m glad I understand this.”

4)  Ask for help in resolving the issue at hand, or at least provide some alternative action options for the angry person to consider.

     Be consistently and pleasantly adult-like and rational and logical and unemotional throughout.  This may be harder than it sounds, but if you’ve done steps 1-4 above, odds are you will already have effectively taken the wind out of the sails and restored some calm and order. As you proceed through the list, items will simply dissolve.     

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If You’re Thinking

Fireworks,

Think Again!

     If you’re one of those theatrical entrepreneur types,  and you’re not getting the sales you deserve, you might want to consider trading in the Broadway-belt-it-out and marching band music, the 3-D glasses, dogs and ponies, and PowerPoint specials for a much higher-impact (and, btw, much less expensive) presentation tool. It’s called truth.

The times have changed.

The economy has changed.

The marketplace has changed.

Buying motives

have changed

(though they’re still emotionally-triggered, not rationally evaluated).

And sales prospects and repeat sales customers

are rapidly retreating from RAZZMATAZZ!

     Out- of-touch-with-reality car dealers and furniture dealers  are still tangled up in their underwear shooting 0ff desperation-anchored messages, thinking that s~o~m~e~h~o~w they will manage to come up with the magic super sensational presentation ingredient that will send hoards of people charging into the parking lots and showrooms. Those days are over.

     People want to buy products and services that speak the truth  to them about value and performance and potential. They want every sales presentation to tell them what’s in it for them, and they want it to be the truth. Smoke and mirrors are out. The truth is in.

     I don’t care if the truck I want is a gas guzzler  as long as I know that it is going in, and as long as it’s a reasonable gas guzzler in my mind, and as long as the sales rep is being honest about it with me . . . but don’t give me a big come-on and a spielful of exaggerations. I’m not interested in how it compares with a hybrid; I don’t want a hybrid. Just the truth will do.

     Oh, and you could have the best furniture price deal in 57 states,  or since the earth died from global warming, and give me fat rebates and 20 years to pay. You can plunk me in a lounge chair, give me a pino colada and have six beautiful women fan me and feed me grapes while I watch a 3-D revolving stage of perfect room settings.

     Each setting can be in perfect lighting  with perfect background music and perfect chocolate chip cookie smells wafting around perfect flower arrangements, and not only will it get you nowhere and cost you untold expenses, it will make me walk out . . . because all I wanted was a pair of nightstands that will look nice next to my bed.

     Sure I’ll drink the drink,  smile at the help and grab a flower on my way to the door, but I only wanted something I can put my glasses, alarm clock and a lamp on. The whole bedroom I don’t need. The time-wasting presentation I don’t want. Good-bye, Yellow Brick Road!      

     The truth.  The truth is that evasive, unfancy bit of product and service (and sales rep) authenticity that caters to me the customer and the evidence of performance that I’m looking for. It does mean, of course, that the sales rep IS going to have to listen to me and deal with my interests, instead of telling me about hers or his.

     I would never admit it, but I will probably still buy that truck because I think I look good driving it.  Of course I’m going to want to like the sales rep too for being honest with me, and I will certainly need some good list of features to wave in my green family’s faces to justify my purchase.

     The nightstands?  Give me good honest quality for a good price and make sure they look okay with the rest of my room. Please don’t waste my time or my brain with B.S. and a ton and a half of RAZZMATAZZ. It’ll cost you the sale. Besides, RAZZMATAZZ is dead!

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Hal@Businessworks.US     302.933.0116

Open  Minds  Open  Doors

Many thanks for your visit and God Bless You.

 Make today a GREAT day for someone!

“Sorry, it’s NOT  FOR  SALE!”

     Think about it.  Almost everything you do and say every day is a form or function or process of  sales, or selling. (And, believe me, the more you think about it, the more you’ll agree!)

     So reality is  that if you’re not relying heavily on customer and client referrals these days, why not just label everything in your store, showroom, briefcase or website as “NOT FOR SALE!” ??? 

     You already know  that the best source of new business is old business … or current business (that translates to targeting past and present customers for repeat sales AND referrals!)

     Past and present customers  are people and organizations that already know you and rely or have relied on you and your company. They have already accepted your ability to deliver what you promise, when you promise. (Also known as “branding”!) They are aware of your reputation. They are aware of your competition and have chosen you now or in the past. 

     You don’t need to “dog and pony show”  or razzmatazz them. You DO need to remind them — clearly and often — how much you appreciate them and their support and patronage and confidence and trust. You DO need to be sure they are still totally pleased with your offerings, and find out what you need to do in order to make sure, if they’re not. 

. . . you DO need to convince them that you will stand on your head and spit wooden nickels for them if that’s what they need, in order to continue counting them as loyal customers.     

     The bottom line is  that you don’t need to convince these people to do business with you, but you DO need to convince them that you will stand on your head and spit wooden nickles for them if that’s what they need, in order to continue counting them as loyal customers or clients — and to be assured that they will continue to refer you to their friends, family, neighbors,  associates, employees, suppliers … even (for publicity and news release coverage sake) media contacts!

     Should you still cold call?  Absolutely! Should you rely on cold calls? Absolutely NOT! You always need to be out there registering positive first impressions with prospects. But remember that the bulk of your sales (studies show close to 80%) will come from established customers and clients.

     Ah, and there are fringe benefits  connected with focusing on present and past customers. Chasing repeat sales and referrals from those who have come to you before or who are presently dealing with you will prove more productive, easier to communicate with and influence, less time-consuming, and almost always more pleasant. Not so sure? How much easier is it for you to spend time with old friends than to make new ones?                                          

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“Listen To Your Customers!”

     There is no single-sentence piece of advice,  guideline, or rule of thumb in all of business that’s more important. Your employees may be your greatest asset, but your customers are the reason your business lives, and the reason you get up out of bed and go to work every day.

     You are the boss.  That means — among 37 million other things you need to tend to — that, first and foremost, you must be putting yourself in the right place at the right time every day to be able to LISTEN to (absorb and process, not just hear!) your customers.

     Find out  what your customers REALLY think of your name, logo, themeline, reputation, service, branding, advertising, marketing, community involvement, pricing, packaging, cleanliness, vehicles, experiences with your products / services / employees / website . . . 

     You must ALWAYS  be asking for customer  opinions,  advice,  input,  suggestions, contacts, referrals, resources, networks … and then putting that information to work. Take it with a grain of salt if you like, but don’t blow it off or gloss over it!

I once knew a boss  who did all this listening, who actually hired professional facilitators and researchers to run opinion surveys and focus discussion groups, who gathered whole file cabinets full of customer information, and let it collect dust right up until the day he was forced to close his doors because he never heeded customer advice to upgrade his inventory of services

. . . and he never followed up  on the referrals and contacts his customers provided. It was just easier to do business the old way, using old systems, old inventory, old-thinking employees, and old contacts. It became a business too old for its own good.

     Customer Focus Groups  (targeted discussion sessions moderated by a professional presenter and interviewer) can be the most useful customer opinion and information-gathering tool you can use. Odds are, though, like professional business writing, it’s almost always (like probably 99.9% of the time) best to hire an outside professional to get the job done.

     Why?  One reason is that objectivity is critical to meaningful feedback. Two is that your customers will speak much more freely with an “authorized outsider” than they will with you and/or people in your organization.

     Outside professionals bring fresh perspectives and objectivity both to the table. And these are particularly valuable attributes when it comes time to interpret the findings. They are paid for what they do, Because they are not put on salary, they are really not “beholden” to you beyond the immediate assignment.

     You can usually count on  more honest and direct conclusions and hypotheses.

     Focus group format, facilitation, agenda, and especially the words that are used  can make a huge difference in what you learn… as different as the replies generated by asking someone WHY he or she was late, vs. asking HOW can being late in the future be avoided?

     Bottom Line?  How can you provide customer service or manage customer relations if you don’t know exactly and with certainty what your CUSTOMERS consider to be “service” and “relations”? It could mean something completely different than what you think.

FOCUS GROUP QUESTIONS?

Call or Email: 302.933.0116 or Hal@Businessworks.US  (“FOCUS GROUPS” in the subject line) 

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So, How Are You?

Tonight’s blog post (for the 2nd time this week!) is dedicated to my wonderful bride of 22 years, married at 10:10 on 10/10… and to me, she’s always been a perfect 10! I love you Kathy!        Happy 22nd! 

     When did you last  take stock of yourself? If it was more than a week ago, you’re missing the boat! I’ll bet you got asked “How are you?” at least a few times today.

     In fact, if it was fewer than a dozen times,  you are not getting out there on the front lines and dealing with customers and employees enough to boost your business up and over the economic disaster wall.

     Alright, so let’s get back  to the point: What kinds of answers do you usually give and get to this “HOW ARE YOU?” question that we all ask, and are asked every single day? Here are a few possibilities just to help you prime the mental pump a little:

“Good. You?” ~~~ “Fine, thanks!” ~~~ “Hey, ha-ha, y’never know, ha-ha!” ~~~ “Old and decrepit!” ~~~ “Erect!” ~~~ “Annoyed!” ~~~ “Fantastic!” ~~~ “Alive!” ~~~ “Vertical, which is better than horizontal, right? Ha-ha!” ~~~ “Super-Dooper!” ~~~ “Hot!” ~~~ “Cold!” ~~~ “Delirious!” ~~~ “Like scrambled eggs!” ~~~ “Angry!” ~~~ “Exhausted!” ~~~ “Freaked!” ~~~ “Not so great; yeah, y’see, I’ve got this…” ~~~ “Aggravated.” ~~~ “Miserable.” ~~~ “Drunk!” ~~~ “S t o n e d.” ~~~ “Ready!” ~~~ “Tired.” ~~~ No need to continue, right?

The bottom line is that:  

A) Nobody cares if you’re tired… or any of those other negative feelings. N-O-B-O-D-Y  C-A-R-E-S. 

B) Whatever you offer as an answer is YOUR CHOICE! 

C) Anything less than “GREAT!” (even if you don’t feel it, don’t mean it, and have a hard time bringing yourself around to say it) will cost you business.

     Why?  Customers don’t want to deal with negative attitude businesses and business owners.

     Employees want  to believe that because you are the leader you are always positive and exuberant about the ways you deal with yourself and others. They want some of the positive attitude magic to rub off on them.

     You are their surrogate parent!  If you don’t evidence positiveness 100% of the time, you risk losing their commitment, loyalty, and dedicated job performance. 

     And suppliers  who deal with negative customers (determined in a large way by how you respond to that daily “How are you?” question) will bad-mouth you to others (including customers) and drag your business under.

     So you have to lie?  No, you have to sound and act positive all the time because it motivates others to support your efforts, be your team, and follow your lead.

     And guess what?  Acting and sounding positive will actually end up making you positive… and your business will be more productive and more successful!   

# # #

Shoppers Abandon Recitations,

Prefer A Good “Benefits” Story!                                                                                                                                                                                                                                                                                                                                     

      If you “Tweet” on Twitter,  you’re already an expert at headlines and titles. If you’ve read my recent blog post on “I” “Me” “My”  then you’re well on your way to mastering the structure of storytelling for sales (or as I call it, “Storyselling”).

     Actually,  a good storyseller© can sell virtually anything at anytime to anybody under almost any circumstances. You’ve heard about being able to sell ice cubes to Eskimos and being able to sell the stuff that bears do in the woods, on a shingle? Well there you are! Storyselling.     

     The ancient song  from my parents’ days, “Accentuate the positive; eliminate the negative” gives us a key corner-piece of the jigsaw puzzle. Focus your storyselling on the benefits to be derived (instead of the features, which serve only to justify the purchase that is based on benefits and triggered by an emotion).

     Tell a story  that engages the imagination and triggers a dominant emotion. That’s it! Bingo! S~A~L~E~! It doesn’t matter if what you’re selling is alive or dead, big or small, hot or cold, heavy or light, costs ten cents or ten million dollars. The purchase decision will be made emotionally and justified rationally.

     That means sell the benefits,  not the features.

That means your story needs to zero in on answering the customer’s question: “What’s in it for me?” That means your story needs to entertain and educate/ inform… but be brief and to the point (like the 140-character Tweets). 

     Your story needs to paint a picture!  Listen to your kids; they know how to do it. Why? Because they’re uninhibited. You can be too, you know. It just takes a little practice. Tell stories. Tell stories. Tell stories. SHORT stories. (Save the full-length novels for your friends!)

     Still doubtful, eh?  Well, just ask yourself when was the last time YOU purchased ANYthing because someone pushed the features at you? When was the last time you bought ANYthing that didn’t come with SOME kind of story attached? Be honest here, and think hard.

     So, you want to pump up  your sales skills, practice writing 140-character Twitter “Tweets” and practice telling stories. Yes, good-taste jokes are a fine example of a great way to practice STORYSELLING. Name one great salesperson — from Paul Harvey to Zig Ziglar — who ever lived, who couldn’t make you crack a smile. There are none.

     Oh, and Storysellers  who smile while they storysell, sell more. So ;<)’s aren’t a bad idea either! 

# # # 

When you give people the

benefit of doubt, they’ll take it!

     If it’s leadership  you seek to provide and succeed with, DO NOT give people “the benefit of doubt”! Just don’t! I think that 99 times out of 100, you’ll be sorry! You’re in sales, or you own your own business, or manage a business or major part of a business… all, one in the same; all require you to be selling something all day every day!

     When you give someone  — a customer, a prospect, an employee, a vendor, a referrer, an investor — the benefit of doubt, she or he will take it. And what creek does that leave you up without a paddle? Why set yourself up for reaping non-performance?

     Isn’t it like having someone  with a poor track-record for reliability telling you the check is in the mail? What’s the worst that can happen by you being an assertive non-believer? You end up making a wrong judgment about some one’s behavior? Then apologize and get on with life.

     It happens every day.  Life is too short to wallow in having made a bad judgment call. On the other hand, by calling the other person’s hand (politely of course; nowhere here am I even suggesting a demanding or arrogant or feisty or pushy or aggressive tone; nowhere!), you will simply be jogging a slow responder.

     My best totally non-cynical guess,  by the way, is that slow responder is a term that probably describes a minimum of half the people on the planet. And many of these folks will actually be grateful for the little prod. So stop annoying yourself with thoughts that you may be annoying to others.

     Your job  is to get your job done, right? And hopefully it’s to accomplish that task in the most respectful and considerate manner possible. But maybe it’s time to examine whether you are in fact getting your just reward, getting what you’re entitled to, and getting your due in a timely fashion.

     I’m not just talking about collecting payments here.  Decision-making delays are at least as big, if not bigger, of a culprit to contend with. It doesn’t take long for a sales pro to learn that “maybe” is the worst possible response to get from a prospect or customer. “No” means you can cut the line and let the customer or prospect drift out to see with a smile and wave.

     “Maybe” means now you have to hang on  to making repeated efforts at repeated expense with repeated energy and still only have 50-50 odds of success. People who say “maybe” or tell you to “call back” next week, next month, next year, are, in my opinion, time-wasters 99% of the time!

     They do not deserve the benefit of doubt.

     And if you give it to them,  repeatedly, you may be looking at some pretty miserable odds for ulcers and business failure. I once had a very successful and highly respected sales manager who kept this sign over his desk:

BE NICE. BE FIRM. BE DIRECT. BE UNDERSTANDING.

LISTEN. BUT DON’T GIVE OR TAKE ANY CRAP!

GET (AND VALUE!) A “YES” OR “NO”!  

# # #  

Consultant: person

from 100 miles away

with a BlackBerry and laptop.

You better believe it  that clients give more respect to consultants from “out of town.” Besides that the out-of-town guy’s perspective is “totally fresh,” clients love to talk about the fact that they have a consultant who’s “totally hosing” them!

Why?  Who knows? And who cares? How to UN-do this unrealistic, warped mindset is what really matters. The best consultants are those who get the job done on schedule, pleasantly and reasonably.

And, by the way,  EVERY client loves consultants who are willing to work on a partial performance incentive basis! Hey, why not? Prove yourself. If you’re so sure you can solve the problem, you should be willing to bet part of your compensation on it, and of course charge more … especially where sales or savings commissions are possible! You can be fairly certain the out-of-town guy won’t do that.

First of all,  if you’re serious about wanting to do consulting work of any kind — regardless of your expertise — start with and communicate confidence (not cockiness!) by recognizing that you know more about the subject than any client, or your services wouldn’t be required.

Second,  roll up your sleeves and get to work being a consultant before you’re even hired to be a consultant. Show the client how you function be getting right to the heart of things. Take any minor issue raised in a discussion and ask questions. Listen carefully. Analyze and make recommendations. Do it in a relaxed manner.

And stop worrying  about giving away your expertise by solving problems that you’re not asked to solve and that you’re not being paid for yet. If you think you can do it, do it!

Avoid getting tangled up  in contracts, long-term agreements, petty lawyer-style compensation terms (Do you want to pay someone by the quarter hour for reading your email or letter or for listening to your phone call that outlines the basic logistics of what the working arrangements will be?) Like NIKE says, Just Do It!

If repeat business and referrals  are important to you (duh!), then focus on getting the job done, instead of telling how great you are. Track-records don’t produce sales unless you’re a major name athlete. Ongoing demonstrations of knowledge and know-how, and resources, and ability to communicate clearly will land the assignment AND solve the client’s problem.

When I started as a consultant,  I hired a consultant to “sit in” as my “assistant” and then later badger me with devil’s advocate questions to force me to stay tuned in and come to terms with my own problem-solving and communication skills. It was worth every penny! (Uh, you DO remember what a “penny” is?)

Bottom line:  There’s NOTHING can compare to working for yourself! If you’re out of work, have special knowledge and skill, have integrity, communications skills, and confidence … stop making excuses and go for it. You don’t need a BlackBerry and laptop. Just start with a phone, email capability, business cards, and determination!

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