DON’T FISH OFF

COMPANY DOCKS!

     This old warning from my first boss about 2,000 years ago is another of those moralistic admonitions that stands as true and tall today as it did then, maybe even more so.  It is virtually (and probably literally) impossible to conduct business as usual, when you’re dating your cubical mate, or “fellow secretary” (hmmm) or the boss’s brother or sister (actually, mother, in one example I heard of)!

     It never seems like it could possibly be a problem (HA! Have you been following this season’s “24”?) until it becomes a problem.  On-the-job sexual relationships threaten everyone on the job.  The ripples (and occasionally shock waves!) can compromise more than just participant integrity.  How about the integrity of a nation, Mr. Clinton?

     Is this advice rightfully proclaimed “sexist” in and of itself?  Well, you know, certain stereotypes, like certain examples of police profiling, exist for a reason.  “Brokeback Mountain” aside, we rarely if ever hear about tough guys getting it on.  I mean, when was the last time you saw two construction workers tongue kissing or holding hands at lunch hour?

     On the other hand (pun intended), the career environments and lifestyles of healthcare and hospitality industry professionals–particularly doctors, nurses, therapists, hotel/motel managers and housekeepers–provide the makings of a breeding ground for on-the-job sex. 

     Where else are workers surrounded by beds, working in close quarters and dealing with physical contact and physical needs?  Where else do workers take breaks in co-ed locker rooms and linen closets.  And aren’t these all people who work exceptionally long hours often under high stress? 

     With The Corporate Communicator ezine (free via www.bonmotcomms.com) telling us that “the demand for transparency is at an all-time high,” don’t we need to step back a minute and see that “TRANSPARENCY” in business means EVERYTHING in business?  

     Transparency is not a limiting concept.  Rather it suggest a notion that is all-encompassing.  Obviously, intimate relationships with people at work is as much a part of that as a business’s ability to deliver the products and services that it says it is delivering  

     Knowing where to look for what and for whom at any given moment on any given job is a wonderous thing.  And of course there are always exceptions, but at a time when jobs are at a premium, it’s not likely to be in anyone’s best interests to be looking for sex in all the wrong places, y’think?     halalpiar  

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Is Trust An Evasive Quality?

A fictional exchange—–  

• “Listen, Dr. J.M., it was like pulling teeth here to get my manager to get this deal done for you today; we don’t usually…”
• “Trust me, Mr. Ripsuoff, you don’t ever want to pull teeth!”
• “Hey, why should I trust you?  You’re a dentist.  I only trust dentists when I’m in the chair!  Ha!  Ha!”
• “Well, why should I trust you?  You’re a car salesman.  I only trust car salesmen when they’re at home asleep!  Ha!  Ha!”

                                  ___________________________________

     Trust does seem to be an evasive quality these days, but –simply for that reason– it IS what customers, clients and patients want most.  In fact, it’s surprising but true that with most people buying into media exaggerations of economic woes, that more customers are actually in search of trustworthy businesses and sales reps to do business with than they are in saving a few dollars.

The bottom line is that the most desireable commodity a business can offer in today’s low trust-dominated industrial and consumer marketplaces, is high trust!

      Okay, this is not a huge problem for long-established companies, say 50-100 years old.  But because high trust has a lot to do with reputation, high trust pursuit is clearly an issue for young and new companies.

     So you’re young or new, whaddaya do?  [Sorry, the poet surfaces occasionally.]  First, you forget everything you ever knew about bending over backwards for customers, clients and patients because now you need to go one better and virtually stand on your head for them.  It’s possible, but unlikely you could ever over-communicate with them.

     I’m not talking about running your mouth; I’m talking about using frequent website updates, and blogs (because blogs attract increased search engine rankings which attract website visitors and interaction which attract sales), and emails, and telephone follow-ups and “how goes it?” calls.  And, by the way, NOTHING beats a personal handwritten note!

     In its heyday, IBMs motto was that

“The sale begins after the sale is made!” 

     Service.  Good service enhances reputation.  Voila!  Reputation unlocks the high trust treasure chest.  Who cares?  You should.

    “The demand for transparency,” says online publisher Angelique Rewers, “is at an all-time high.”  No longer, she says, do we have the luxury of communicating different messages to different audiences.  The instantaneous mindset of the social media revolution has changed this landscape, probably forever.

     As a young or new business, this means speaking the truth with a single and consistent voice to all customers –internal as well as external– ALL of the time, without exception.

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Hal@Businessworks.US

“The price of freedom is eternal vigilance!” [Thomas Jefferson]

Thanks for visiting. Go for your goals. God Bless You.

Make today a GREAT day for someone! 

Others are not living

in your shoes…

     When your business is struggling is not the time to be joining hands with other struggling businesses.  It’s time to bail out and back off all your good-intention, admirable community do-gooder projects before they end up flushing you down the tubes and out of existence.  There comes a time when you need to muster your forces to be able to come from a position of strength.

     Clinging to involvements with borderline business value when your business is suffering, for example, simply because they’ve gained you a reliable, responsible reputation in your town or county –and you’re reluctant to let anyone down who’s counting on you– is just plain stupid!  

     The local chamber of commerce and Rotary Club and Kiwanis and Little League managed just fine before you got involved and they will survive economic downturn times because someone will always run to the rescue.  But, if your business is sliding rapidly downhill, and you’re starting to worry about upcoming meals, get off the public service merry-go-round and tend to your own needs until you are back on your feet. 

Is what I am doing this very minute

leading me to where I need and want to go?

. . . is the first question you must ask yourself. 

And, once I get to where I need and want to go, will I then be in a better position to contribute even more time, money, and effort to achieving the community goals that my present pursuits alone are draining from me and my business?

. . . is the second question to answer.

     Don’t be worried about what others will think.  Others are not living in your shoes.  Others are always quick to drain your resources when they don’t want to contribute their own.  No one will fault you for doing what you have to do to survive. 

     And in this economy, you need not feel ashamed or embarassed.  Instead, feel smart that you are taking proactive steps to make yourself better and put youself in a position to be able to contribute more to your community.  Others will be much happier to see you return a year down the road and come roaring back into the organization running on all cylinders. 

     Tuck in your tail.  Realize that the best thing you can do to help others is to help yourself first so you can be in a position of strength to reach out to those who need it, instead of offering your hand while you are standing on thin ice yourself.  Take a sabbatical and work to restore the solidity of your business foundation.     halalpiar

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What’s going on, America?

Got economic guilties?

Who’s confiding in whom?

“Trust me…!”   “To tell you the truth…!”   “Let me tell you like it is…!”   “Okay now, this is no B.S….!”   “To be honest with you…!” (or even worse): “To be perfectly honest with you…!”   “To be totally honest with you…!”   “To be 100% honest with you…!”   Whew!  Wait right here.  Let me run and get my hip boots and shovel!

I have heard every one of these statements in the past couple of weeks.  They have come from a wide range of product and service salespeople . . . including senior salespeople who should know better! 

I have noticed some variation of these little “aside” comments in two different TV commercials, three radio commercials and four different print ads.  I saw the same or comparable wording on two websites and in three blogs.  It was even in a news release!

What’s happening here? 

The mainstream media is driving us all into the ground with relentless reports of the glass being half empty!  This bombardment of negativity is creating a tsunami of low trust in business.  And that is prompting piles of desperate businesspeople engaged in marketing into thinking the only way to keep their jobs is to reverse the trend to low public trust by proclaiming that they are telling the truth. 

Only trouble is by doing that, they are simply causing the public to doubt them and wonder what the hell they’ve been saying right along (maybe for years in some cases) that NOW, all of a sudden, the truth is coming out!  Like the proverbial lady who “doth protest too much,” every statement of the type noted above is a step in the direction of casting even greater doubt and DIStrust!  A vicious circle.

And doesn’t it all remind you of the classic sales character who looks right and left over his shoulder while twisting the ends of his moustache and whispering, “Tell ya what I’m gonna do for you…”?

Do NOT tell people to trust you, or believe you, or that now –at long last– you’re going to be honest.  This junk makes you look bad.  Period.  When these expressions pop up (even in unconscious references) as part of your spiel, or your advertising, or on your website or in a news release, they will collapse any consumer confidence you may have already succeeded at building up.  You are killing your self!

Just TELL the truth.  Don’t tell people THAT you’re telling the truth!  EARN customer confidence and trust.  Don’t talk about it!  People buy from businesses whose marketing walks the walk!  halalpiar  

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Slithering Sales Saliva

DON’T TELL ME YOU DON’T KNOW THIS SALESPERSON who starts out smart and ends up sloppy enough to never get a repeat sale, maybe lose the company’s customer forever:

Here’s what’s in it for you, Mr. Bigbucks. . .”  “These are the benefits I heard you say you’ve been looking for, Mr. Bigbucks.”  “How would you like us to bill you for this Mr. Bigbucks?”  “Please say hello to your brother for me, Mr. Bigbucks.”  “Be sure to call me at this number anytime, Mr. Bigbucks.”  “Thanks for your business, Mr. Bigbucks.”  “And, hey, ha-ha, did you hear about the guy with the little head who goes into a bar and says . . . ?”

                          

There are some savvy sales starter-uppers out there who turn instantly stupid the minute they make a close or get a commitment.  And some who wait for the customers next visit when they think things are now chummy enough to let down their hair.  

It is never in good taste to have bad taste! 

The truth is it is NEVER okay to tell ANY customer off-color stories.   If you’re serious about selling as a career (and you should be no matter what your career, because you’re selling all day, every day even if you’re a doctor or pastor or military leader), then you’ve got to know that you are on stage all day. 

Everything you say or do is noticed by someone.

I’m urging you to be on-guard and neurotic?  No.  I’m saying that a professional salesperson makes a conscious choice to act professionally ANYplace and in ANY circumstances where there is a potential (or even possible) customer present.  That’s hard!  Don’t choose for it to be hard.  Choose “easy!”   

Yes, Shakespeare.  Yes, “All the world’s a stage,

and all its men and women merely actors…” 

A basic tenet of all good sales, and customer service, and customer relationship training is that the customer is always right, the customer is always right, the customer is always right, the customer is always right . . . all of the time, in every instance and every situation short of physical contact or illegal behavior. 

If you listen to your prospect or customer carefully enough, and use eye contact enough to avoid distraction, and only talk 20% of the time, you will find plenty of humorous things to comment on that are pleasant.  Border-line comments and guffaw-type jokes simply don’t fit in any sales process outside the world of entertainment, and even then . . .

A customer may laugh with (at?) your “beer-drinking-style joke”, but think twice about you and your behavior once they’re headed off to another meeting or home.  It’s not worth it.  It’s not smart.  It’s sloppy.  It loses sales.  Clean up your act or risk the big hook coming out from behind the curtain to pull you off the stage.  Smile.  Be professional.  Sell.  Have a great rest of the week!  

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Hal@Businessworks.US 

Thanks for visiting. Go for your goals. God Bless you.

Make today a GREAT day for someone!

No, this isn’t about donuts!

Here are a dozen leadership arenas:

• Corporate
• Military
• Political
• Industry
• Community
• Organizational
• Family
• Neighborhood
• Religious
• Sports
• Classroom
• Worksite

Where do entrepreneurial leaders fit?  Everywhere!  What about other leaders –those who are not entrepreneurs– are they locked into the individual arenas where they perform?  Not to suggest this is a bad thing; it’s just limiting. 

It’s part of the great appeal of entrepreneurial life that there are no limits.  Yes, there are laws, but no: there are no rules. 

Neither are there any theories to dictate performance because there are no theories of any value because (beyond some common character traits like poor school performances, engagement in childhood enterprises, rejection of authority, and childhood exposure to family business) entrepreneurs and entrepreneurial behaviors cannot be quantified or categorized. 

Yes, entrepreneurs take reasonable risks, but –no– there’s no traditional action plan approach to follow.     

Entrepreneurial leaders pop up in each of the arenas noted above (and many more as well) because in every arena on Earth there is always room for improvement.  Entrepreneurs are the agents of change who step up to the plate, who bring improvements to the table, who have the foresight and resilience to attack a problem over and over to produce the answers they believe in.

Alexander the Great was an historic entrepreneurial leader who proved that innovative strategies and tactics can defeat even the most overwhelming of military odds. 

“America’s Mayor” Rudy Giuliani was a great entrepreneurial political leader for his time and place, and the circumstances that changed our world. 

Cal Ripkin, Jr. was a dedicated entrepreneurial leader with his never-say-die attitude that re-invented value systems in the world of baseball – and all of sports. 

Mother Teresa, Frank Lloyd Wright, Bill Gates, Steve Jobs, Ghandi, and so many more you could surely name . . . people whose entrepreneurial spirits have in some way made a difference to us all.  Though each of the kinds of leaders we’re talking about here made their mark in one arena, none ever limited themselves in the lives they live or did live.  Who would be on YOUR list?

What do those noted above (plus those you can think of) share?  What qualities would you list?  Here are a few for starters: Persuasiveness, Assertiveness, Communication, Self-Reliance, Self-Confidence, Insight, Recognition that behavior is a choice, a strong focus on the present, the ability to cultivate (cross-pollinate?) leadership in others.  What would YOU add to this list?   halalpiar

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“Let’s see, why don’t we sell

our cars by showing guys

crash their motorcycles?” 

Let’s show the guy that makes a wisecrack in a business meeting get thrown from the high rise office building meeting site.  Let’s show a man getting a bowling ball dropped on his head.  Let’s show people shooting at each other.  Let’s show blood spattering. 

Oh, and, by the way, let’s not worry about the whole violence deal; we’ll just smoke-and-mirrors it all so nobody cares, and it all serves to mask the negativity . . . like the guy who’s blasted through the conference room window out of the meeting will have his fall broken by landing in gently forgiving shrubs, and then he’ll get up a little stunned and tell the camera he was just kidding about his meeting comment.  No body will notice the violent edge because they’ll be so busy laughing. 

ARE YOU KIDDING US,

PEOPLE?

     I’m no peacenik or tree hugger or love-is-the-answer nutcase.  I’m even a “24” fan.  But I am a human being, like most human beings, who respects human life and doesn’t see anything funny or entertaining about violent representations used in TV commercials to sell products and services in primetime hours when children are watching!

     I find this particularly distressing and tasteless when program scheduling is aimed at a viewing audience that targets children . . . in the media and professional sports’ feeble attempts to build fan base, they have crossed the line. 

     This Superbowl run of commercials, with a very small handful of tasteful exceptions (and you know which companies these were) was hands down the absolute WORST collection of moronic TV advertising spots ever shown in sponsorship of one single event in the history of the world! 

     What on Earth makes the primadonna creative directors at America’s top advertising agencies think for ONE SECOND that the idiotic commercial storyline he or she was sold by some space cadet art director and dope-smoking writer could possibly be appropriate or salesworthy to push down the clients’ collective throats and written off as being in good judgement?

     [In case you’re wondering about the strength of my convictions, incidentally, I spent a dozen years working at three of the world’s most famous ad agencies, and won a national award at it.  I know whereof I speak!]

     How could ANY one think that the crap presented to Superbowl audiences (especially children) had the remotest chance of reflecting positively on the clients’ businesses?  Tell me.  I really want to hear this answer.  I want to know how dumb you can get?  It’s unbelieveable is what it is. 

     It is pitiful that any company in its right mind (whatever that might be) could even imagine that the impressions made on the viewing public would possibly translate to increased sustained sales.  Positively won’t happen.  But then hey, how hard do you sell your braindead ideas to clients when they’re putting up $3,000,000 for a 30-second commercial and your company is earning roughly half a million dollars for that one 30-second commercial?  Huh?

     Madison Avenue disgraced itself for stooping so low as to buy into the pretend violent mindset of low-life TV wrestling, and pawn it off as a client’s humorous attempt at reaching out to the tough-guy football fan crowd. 

     Got some news for you marketing research and focus group geeks: the football fan crowd you think you scored big with is not a collection of stereotype tough guys.  And I hope you sleazy characters who sold these commercials from the media to the agencies to the clients are all out of work soon! 

     That whole crowd of know-nothing advertising executives who haven’t a clue about what really sells, and don’t care anyway is almost as bad as those behind the warped decision to allow has-been Springsteen on the halftime stage.  They probably thought he was great while the rest of us all ran to throw up when he couldn’t sing on key or even hold his breath long enough to carry the notes he once made famous. 

     There was a reason of course that “The Boss” only performed old biggies that everybody knew . . . a great cover for fading skills!  He had no right to be there.  I feel sorry for his fans that he made such a fool of himself. 

     But I guess it’s all about money, right?  Right.  But that doesn’t mean it doesn’t suck!    halalpiar

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Can you answer this

barrage of questions

to your own satisfaction?

     Do you believe in an “educated consumer”?  What do you do or not do to promote that?  Do you actually teach prospects and customers about your products and services while emphasizing benefits (because you know of course that people buy benefits, not features). 

     Do you educate others about your industry or profession?  Do you share the dirty little secrets of your industry or profession with customers and prospects?  (And please don’t pretend there aren’t any!)  How do you do this or not do this?  Are you sidestepping what needs to be transparent?

     Do you inform customers and prospects about your competitors?  HOW do you do that or not do that (i.e., what steps do you take or not take regarding this point)?  Are you gracious about it?  Aggressive? 

     Do you only accentuate the positives?  How do you like to have salespeople deal with you?  Do you represent information to customers and prospects with an air of pomposity or humility or a little of both?  Or neither?  Again, how do you like to have other salespeople deal with you?

     Do you ask questions first and listen [the most effective salespeople listen 80% of the time and talk 20%] carefully, or just launch into a lecture?  Do you lecture or inform?  Do you share just the right amount of information that the customer or prospect wants to know (vs. too much or too little)?  How do you know?

     Are these questions reminding you to listen more?  Are you choosing to feel annoyed by these questions?  Or are you choosing to feel invigorated by them?  Are you remembering to put youself in the customer’s/prospect’s shoes (empathy) or just steamrollering forward, or shooting from the hip?  Do you paraphrase and offer examples?  Do you ask for feedback? 

     Do you get tired of other salespeople when they blabber?  At what point do you say something or simply walk (or run) away?  When you think about the salespeople who have lost you as a customer or prospect, how did they do that?  What does it make you think of?  What are you learning about your SELF right now?  Hmmmmm?

     Okay, well this is all just getting you ready.  Tomorrow (now that you are primed or re-primed about how to deal with them), we’ll start focusing on how to get those customers and prospects in the door!  See you then.      halalpiar   

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Are you FOR SALE?  Of course!

You’re looking at this because you couldn’t quite figure from the title why you should be included here because you’re not a sales rep!?!?

Guess what?  You’re a sales rep!

Whether you like it or not, whether you agree or not, whether you think you’re above it all or not because you’re an accountant, doctor, lawyer or Indian chief, the sad-but-true news is that you ARE a SALESPERSON!.

Why such an adamant statement?  Because it’s true.  All of us –even if you’re not officially in a sales role or sales function or earning sales commission– are selling something (Our selves?  Our ideas?  Our work?  Our religious beliefs?  Our political persuasions?  Our experience? ) and we do this selling every day, even most of the day for most people . . . some, actually, all day long!

Many folks out there (particularly those who like to categorize themselves as “professionals”) don’t like to think of themselves as being in sales because they consider sales a low-life business function and think it compromises their integrity!  Right?  I know you know who I’m talking about.  You can probably rattle off a list of some of those clueless, self-aggrandizing-types.  (Maybe print out this post to leave anonymously on a qualified desk?!)

So, without further ado, HERE (TA-TA-TA-TA-TA—TA-TA!): 

 IS REALITY!

REALITY IS that people don’t buy THINGS! 

REALITY IS that people don’t buy SERVICES! 

REALITY IS that people buy P E O P L E !

Granted that –at one time or another– all of us have had to be an unhappy customer or prospect when we’ve found ourselves (by choice of course) in a captive situation that really offers little choice.  Remember having to pay $4.50 for one small bottle of water in the middle of the trade show floor at the fancy hotel?

Why?  Because there’s just two of you manning your booth and you were thirsty enough to start chewing perspiration out of your socks (well, yuch, that’s like a little over-the-top thirsty, isn’t it?).

Anyway, the bottom line is that, unless you have no place else to turn and could lose your job for trying to turn, you really do have an easy choice with every purchase for every product and every service.

And the deciding factor for that choice that you have will inevitably be the person representing what you’re looking to buy.  Because (of course you know what’s coming here): People buy people!

You already know this if you are an officially designated sales rep.  Though you may occasionally forget to practice what you know when you overlook a bit of good grooming or good manners or good listening . . . or when you spend too much energy ticking off product or service features instead of benefits.  Sound familiar?

If you are NOT an official sales rep, you might first of all want to try the job for a few days to see for yourself why it’s just as challenging and stressful and professional as any other career (accountants, doctors, lawyers and Indian chiefs included).  Okay, you don’t want to do that.  Can’t say I blame you.

Being a professional salesperson is very demanding work because it requires you to be alert and on your toes literally every waking minute . . . with, even, laminated business cards folded into your bathing suit pocket while on vacation!

The point is that no matter who you are, no matter what you do for a living (even if you’re a teacher or government employee), no matter where you live (unless you’re a hermit!), YOU ARE A SALESPERSON!

The sooner you realize and accept this, and get to work learning more about sales so you can be better at it, the more effective you’ll be as a human being and the more productive your business and organizational efforts will be.  The best place to start is with a mentor.  Know any good salesperson willing to train you in return for referrals and leads perhaps?  Are you FOR SALE?  Of course you are!

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 Hal@BUSINESSWORKS.US        or comment below

“You can’t build a reputation

on what you’re going to do.”

–HENRY FORD

We’ve talked before about the definition of integrity being doing the right thing even when nobody else is looking.  The dictionary says it’s “the quality of having strong moral principles,” and “the state of being whole, unified and sound, without corruption.” 

I mention it here because integrity is the best kind of reputation to have.  Some customers flock to some businesses because they offer the lowest price.  Some seek only to have quality at any price.  But in today’s volitile marketplace, integrity (“HIGH TRUST”) is what sells most consistently and most profoundly.  It’s what anchors that elusive customer characteristic: loyalty! 

Consumers have been duped and led to slaughter for too many years.  Consumers are tired of hearing about businesses that make empty promises, that fallaciously attach themselves to worthy causes but fail to walk the walk when it comes to the moment of truth.  

As proverbially expressed, deeds and action speak louder than words.  

Consumers are demonstrating, across the boards, that they do not any longer want to deal with “low-trust” talk-the-talk businesses. 

     What separates “HIGH” from “LOW” trust?  Integrity. 

     How does a business gain integrity?  By gaining respect. 

     How does a business win respect?  By establishing a reputation. 

     How does one build a reputation? 

• By consistent demonstration of honesty and fairness with both internal and external customers, and appreciation that the two need to be viewed as interchangeable. 

• By recognition that the customer is always right and that there are never any exceptions to that short of legal violations or physical violence. 

• By (back to the proverbs) practicing what you preach! 

Being partly honest in business is like being partly pregnant in life. 

If your assessments of your business and the spin you’ve been putting out to the public (or, more correctly,  to your marketplace) are filled with um’s and er’s and maybe’s and sometimes’ and occasionally’s, you’re not kidding anyone but yourself! 

Are you and your business, for example, making token donations to charities, or are you and your employees getting into the trenches and helping charitable organizations to raise money and move forward?

It may be time to step back and revisit your mission as well as the services you perform and that you provide both inside your doors and out.  Today’s a good day for that.  Think about it. 

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