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!”

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     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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“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! 

COMPUTER UNDERWARE

I was prompted into a business consciousness stream today by a reference I saw to socio-economic, attitude, and taste divisions between generations having symbolic significance in changes over the years represented by underwear.

I noticed the analogy in Angelique Rewer’s brilliant online publication, The Corporate Communicator www.bonmotcomms.com , and remembered a Time/Newsweek/Sports Illustrated ad I did (over 25 years ago!) for a fledgling computer service company. 

Over an illustrated ghosted assemblage of computer hardware and floppy disks (You DO remember those? They came after carbon paper), the headline said simply:

COMPUTER UNDERWARE

The copy that followed reasoned that “HARDWARE & SOFTWARE CAN GET YOU NOWHERE without COMPUTER UNDERWARE, the ongoing professional training and reliable service support you’ll require to go under your hardware and software . . . “

You’re stunned, huh?  Hey, it was Toms River, NJ, in the early 1980’s.  What did you expect, “I’m Lovin’ it!” or “It’s In You!”?  I could count the personal computer owners I knew on one hand then.  It was strictly an elite IBM and knock-off business market then that was focused on word processors in law offices. 

Take my word for it, for it’s time, my ad was ahead of it’s time.  

Much of what an entrepreneur does in life is ahead of its time. 

I’ve seen (and still have 30 year-old samples of) interlocking plastic bottles that would have revolutionized the shipping and warehousing markets because two cartons worth of bottles could be packed in one carton and cartons could be stacked 2-3 times higher.  Too much, too soon.  Too undercapitalized.   

How about “Clear” windshield wipers?  Spectacular prototypes made everyone oooh-aaah, but not enough funding to break through market monopolies.  3-D motion analysis for physical therapy . . .

On the surface, lack of money to make ahead-of-their-times products and services go, but underneath –the UNDERWEAR—is always lousy, self-centered, self-absorbed, fantasyland day-dreaming management that has great ideas, great intentions, great persistence, and no realistic sense of what it takes to bring their babies into the world and nurture them to maturity. 

Bottom line: Entrepreneurial inventing, innovating, and selling rarely come equipped with savvy management skills – money management, people management, task management. 

If you are an entrepreneur, study management or find management you can trust to work with you.  But don’t keep wasting your time and money and energy banging your head against the wall trying to move forward.  The wall won’t move.          halalpiar 

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” Entrepreneurs are agents

of change BECAUSE they

reject traditional approaches.”

     I just read a blog post that goes into the depths of theoretical discussion about what is attracting entrepreneurial innovation and it suggests that entrepreneurs care about this slop. 

     The author goes so far as to toss out my 30 year-old “Entrepreneurs are the agents of change” quote that I picked up from Entrepreneurial guru Bob Schwartz when I attended his New School for Entrepreneurs in Tarrytown, New York, back in another lifetime, and this Disneyland bloggette uses it as justification for further suggestions that entrepreneurs run on theoretical fuel.

     Please people.  Entrepreneurship is a state of existence brought on by those with independent business streaks running through their blood that are far beyond being able to be classified in any kind of theoretical dissertation.  Entrepreneurs are agents of change BECAUSE they reject traditional approaches to doing things.  And certainly, they have no regard for theory under any circumstances.

     Let’s put away all the B.S. rationalizations and just accept the fact that entrepreneurs cannot be quantified or categorized by any standard or traditional measure.  And you know what?  Thank God!  Entrepreneurship is what’s made this country great.  It’s the reason there is even a shred of optimistic existence in today’s economic suckiness. 

     Leave entrepreneurs alone.  Be grateful they exist.  Nurture them.  But stop trying to figure them out, and PLEASE don’t pretend they care about your theories.  They care only about pursuing their ideas and convictions.  They care only about making things happen.  If you’re going to analyze them, be one first.  You’ll realize how foolhardy your psychoanalysis ambitions can actually be.    halalpiar   

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“Opportunityville” . . .

every entrepreneur’s weekend! 

     Prowling America’s corporate halls on Fridays still produces an eerie aura of management abandonment and employee lethargy.  Given that weekends in this country now seem to start on Thursdays, the fact is that Fridays have become a sharp thorn in the side (poke in the eye?) to 9-5’ers who can’t sprint from their offices to their weekend festivities fast enough! 

     “HA!” you exclaim, “Good riddence to bad garbage!” you rudely proclaim.  Why?  Because YOU are an entrepreneur! 

     You started, or are in the process of starting (or probably both), your own business and you are TGIFing all over the place because now (FRIDAY!) starts the best time of the week to get some productive work done. 

     For the first time since last Sunday night, you have wrangled your way through 50 or 60 hours of sweat equity without financial disaster or customer base collapse, and have now earned the blessed arrival of 5pm Friday when –like living a dream– you can finally work for two whole days more with no interruptions. 

     It’s time to followup, catchup and plan (sounds like a law firm!).  Weekends, to you, are Opportunityville! 

     At last there’s no one around to bother you.  It’s your chance to think through how you’re going to shoot your business out of the cannon Monday morning . . . or how you’re going to open your 27th business while you keep juggling businesses 21 through 26.  (1-20 are either running on their own or –more likely– folded or sold or squandered or lost, but big-time learned from). 

     That’s okay.  It is, you know, what entrepreneurs do best is learn from their mistakes, get up and dust themselves off, and plunge back into things from a different direction. 

     Imagine what a solid strong economy we’d have today if corporate and government executives who are floundering around in their vast sea of incompetency could do what entrepreneurs do! 

     But asking them to learn is really asking too much.  It would after all fly in the face of their instincts to believe that they need only repeat what failed, again and again, until it eventually succeeds, which of course it doesn’t. 

     If you just clicked on this post and are reading this because you were perhaps thinking about igniting those deep-seated entrepreneurial fuses that you think you have because you had a lemonade stand as a kid, and you were thinking that this whole life pursuit direction seems glamourous, think again.

     Being an entrepreneur means being committed.  It means your business will be your spouse.  It means you may be living for your business more than your family.  Always?  No, but neither does it always rain (unless you’re in Ireland, where you carry your raincoat as often as your wallet!). 

     As an entrepreneur, you must be prepared to think, then act (vs. corporate tendencies to think, then think, and think again) every day . . . and especially on weekends! 

     TGFE = Thank God For Entrepreneurs!  Without them, we’d have zero jobs and no economy whatsoever!  Now, if we could just get government decision makers to make some decisions that assist small business in creating real and meaningful job growth . . .   halalpiar         

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HOW  THEY DO IT . . .

“Necessity is

the mother of invention.” 

—PLATO (Between 427BC and 347BC)

This quote drives every entrepreneur, scientific explorer and creative mind on Earth.  It of course holds true as well for military and quasi-military operations, cornered criminals and animals, and most homeless and foodless victims in society.

TODAY, the notion of necessity prompting inventiveness has great significance as a universal entrepreneurial hedge against economic downturn.  Businesses that will survive the existing economic traumas are those that can throw off the cloak of dismay and depression, shake themselves off, and charge forward with positive attitudes that are hell-bent on making the most of every opportunity.

WORKING TOGETHER with other businesses is a major step in that direction.  Networking with others to Barter goods and services should be a first and foremost thought for guiding daily travels. 

SHARING REFERRALS, common space, facilities, equipment, vehicles, furnishings, personnel, training, purchases and purchase discounts, databases, charity leadership roles, advertising, promotion, news release and blog site development and writing, website and online network development and content, are just some of the areas to consider negotiating.

LOOK TO BUSINESSES that are compatible and supportive to yours, or that your business serves.  Check out possible cooperative arrangements with businesses on the same floor, or in the same building, ir same cluster of buildings, or same neighborhood or town, or in the same industry, or that share some common characteristics (online retail as one example, or professional services as another).

TAKE ADVANTAGE of the opportunities to make and save money by working together.  Even competitive businesses can sometimes do this more effectively than standing defiantly alone.  Consider geographical clusterings of antique stores, for instance. 

CONSIDER New York City’s diamond and fashion districts!  Their competition alone in shared physical space/areas serves to boost business for all by bringing customers to centralized, more convenient and more price and quality sensitive shopping areas. 

CAN YOU EXCHANGE SALES LEADS?  Have you considered combining insurance coverage and benefit plans with another business?  Can the neighboring business receptionist do phone or clerical work for you during slow periods (instead of reading paperbacks?)?  Can you combine advertising time and space purchases to qualify for bigger discounts?  Maintenance services?  Supplies?  Conference rooms?

THE SHARED RESOURCES popularized by the old new business “Incubator” and “Conglomerate” concepts still work.  The only problem in realizing true economies of scale and values of barter may be YOU.  If you start with the attitude that it won’t work, it won’t. 

IF YOU START out discounting the ideas, they’ll never be more than ideas.  If you initiate discussions with others, you might surprise yourself with new-found sales and savings that could help you rise above the economic rubble. 

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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!

Asking “Why?” Breeds Excuses!

“Ours is not to reason why.

  Ours is but to do or die!”

(source unknown, but help me out please if you know it)

     What makes this such a powerful one-two-punch thought is that it is based on the fact that anytime we ask “Why?” we are setting ourselves up for inaction.  We are investing ourselves in maintaining the status quo.  We are committing ourselves to going nowhere. We are on the road to over-analyzing!

     How is that possible?  Scientists are always asking “Why?” things do what they do, or “Why?” things are the way that they are, and their analytical pursuits end up helping all of us . . . hardly the stuff of status quo!  And what about accountants and history teachers?  They earn their livings by questioning “Why?”  And doctors need to check medical histories in order to . . .

Nope! 

Asking “Why?” Breeds Excuses! 

Period.  

     Imagine the range of answers to the question, “WHY were you late to work?”  Are any of those answers NOT a “reason” or “excuse”?  Now imagine the answers to instead asking, “By the end of the day, can you please give me–in writing– three ways that explain HOW you will prevent yourself from being late to work?” 

     Excuses (aka reasons)are responses we give out of laziness, ignorance, lack of self-discipline, lack of sense of reality, or when we seek to rationalize or explain something (like history teachers, archaeologists, sociologists, and accountants whose careers revolve around analyzing the past).

     Oh, and –by the way– the same do-nothing mindset infiltrates the entire vocation of self-proclaimed “SEO Specialists” and “Sales Conversion Specialists” who seem more often than not to simply be experts at smoke-and-mirroring you into a corner.  They LOVE when you ask “Why?”  Guess (ahem) “Why?”  They salivate at the thought of dragging unwitting non-geeks into their dark and mysterious corners of overkill analysis, and charging higher rates the darker it gets! 

     The bigger the organization asking, the more valuable the SEO and sales conversion answers pretend to be, and the results?  Well, the results in big-company cases are both more expensive to obtain AND more readily offered as justification for changes that should have been made on the fly, months or years ago without all the “Why?” questioning in the first place.

     In entrepreneurship training

and coaching, we call it

   “getting tangled up in your underwear.” 

(Not exactly a flattering image!)

     BUT it is this very point that in fact distinguishes entrepreneurs from the rest of the business world.  A genuine entrepreneur will not typically care about “Why” something is the way it is as much as taking trial and error steps immediately to do something about it.  True entrepreneurs believe in themselves!  “Don’t analyze the thing to death; you think too much!” you’ll often hear an entrepreneur say.

     An outstanding American business leader I knew in my second full time job always said that he didn’t ever want to hear problem-centered discussions about who did what to whom or when or why, that he was only interested in the solution, and that there was no better way to find the right solution than to try out what you believe to be right, and keep trying and acting on it over and over. 

     In retrospect, my guy must have been listening to Thomas Edison who disavowed public mockery of his 9,999 failed attempts to invent the lightbulb by simply explaining the attempts as 9,999 discoveries of ways that could be eliminated in his quest.      

     Passive minds do nothing.  Analytical minds exhaust themselves in circles of reasons, rationales, and excuses.  Active minds get things done. 

     Any entrepreneur will tell you that some action is always better than no action, and that the only way to move forward is to move, to act on gut instinct and limited knowledge . . . because, in the end:

Instinct and limited knowledge

     are all we ever have anyway.    

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Do You LOVE

What You Do

For A Living?

     If you do, you are a rarity!  [Maybe you could sell yourself on E-Bay?]  And if in fact you DO love what you do for a living, then you’re likely to also be exceptionally good at doing what you do.

     But (and be truthful with yourself here) if you really don’t love what you do (and endless studies indicate that this constitutes the vast majority), then the odds are overwhelmingly that you’re not particularly good at doing what you do.  Similarly endless studies also say that we perform best when we enjoy what we’re doing! 

     So, if that’s the case, and you’re just muddling your way through your job or career, and not making waves, in order to keep food on the table and tunes on your ipod, you need to do two things: 1) Keep your day job, and 2) Get off your butt and pursue work that you’ll enjoy doing. 

     FYI, 1) and 2) above are based on the fact widely known but little followed fact of life that it’s easier to find a job when you’re already employed than it is when you’re not.  

     Now, if you are one of those oddball types that is extraordinarily good at job performance for a job or career that you hate, you need to make sure you’re sitting before you read the rest of this. 

     In a chair?  Okay, here’s the scoop: There may be dozens (hundreds, even) of reasons that you are performing well at what you hate, but none of them changes the fact that you need to work yourself out from under. 

     Why?  Because every minute of every day, you (your mind, your emotions and your physical body) are experiencing negative stress decay.

     Negative stress takes its toll.  Eventually it finds it’s way into your overall mental, physical and emotional health and well-being.  You may altready be well on the way there.  But, don’t let that depress you.  Not doing anything about it is what’s depressing!

     Like having your lungs miraculously return to healthy pink just a short time after you stop smoking, your mind, emotions and physical health can likewise begin to recover and surge and thrive as soon as you start to change your over-stressed lifestyle! 

     Remember that this kind of lifestyle/behavioral change is your choice.  And you can choose to make it hard or easy.  If you make it easy, you can take it easy.  Happiness breeds productivity and self-worth.  Take a couple of deep breaths and do it, or pass this post along to someone you care about!

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ARE YOU BOARD-BORED?

     The most infamous collection of meeting-makers on Earth has to be “Boards.”  Consider how Board-Bored we must be.  We have Boards of Directors, Boards of Trustees, Boards of Advisors, School Boards, Medical Boards, Law Boards, Admissions Boards, Homeowner and Condo Boards,  Probation Boards, Boards of Overseers, Surf Boards, Snow Boards, Water Boarding (whoops! sorry) Editorial Boards, Boards of . . .  

     What’s the point?  If you’re Board-Bored, you are most certainly sick of meetings, right?  Right!  So, what can be done to make meetings better?  Here, following, for your Board-Bored pleasure: 

7 Steps To Making Meetings Work ©

Copyright 2009, Hal Alpiar 

HAL’S “MEETING STEP NUMBER ONE”: Use an agenda!  Circulate a draft of it a week in advance of a monthly meeting, a couple of days ahead of a weekly meeting, and 17 seconds before a daily meeting (If you’re meeting daily and you’re not in the White House, the Pentagon, or a police department, 17 seconds is enough time to pour some coffee and decide to find another job!) 

Ask for agenda input in time to add it and —before the meeting– post a clearly visible newsprint or whiteboard (YOW! another Board!) version of the agenda you can refer to, and check off as you go.  People will know where they are and where they’re going, minus the anxiety of potential surprises.

HAL’S “MEETING STEP NUMBER TWO”: Do NOT invite people to any meeting who are not actively involved in the decision making for the agenda points.  Meetings are not for training or parading egos.  If meetings do not end up producing results, stop having them!  Deal with those who need to attend for certain topics first and let them leave when those discussions end.

HAL’S “MEETING STEP NUMBER THREE”: STICK TO THE AGENDA!  When issues are raised that are not directly related to the agenda, thank the source and ask that she/he include the point on the next agenda for the next meeting, or –if there’s time left after the agenda is completed– to raise it again then, but that “this meeting is for this agenda.”

HAL’S “MEETING STEP NUMBER FOUR”: Always ADHERE TO THE EXACT TIMES SET for start and finish.  No exceptions ever.  If you do this twice in a row, no one will ever be late again, and everyone will stay on schedule for the day.  Also: resist the temptation to load the table up with snacks and beverages! Contrary to popular belief, donuts do not make for better decisions!

HAL’S “MEETING STEP NUMBER FIVE”: Emergencies aside, meetings work best when they are consistently set and conducted.  This means holding sessions at regular times (I recommend Monday mornings for weekly status review meetings as being 100% more productive than mid-week  which is too workflow-disruptive, or Fridays, when everyone’s thinking about their weekends.

HAL’S “MEETING STEP NUMBER SIX”: Include compliments and small rewards (a toy car, a game or puzzle, a banana – preferably something appropriate to the deed) at the end of every meeting!  

HAL’S “MEETING STEP NUMBER SEVEN”: Follow up each meeting PROMPTLY with a simple bullet list report of decisions made and who specifically is responsible for the next step by what date.  

     If all else fails and meetings still drag on into the sunset, have the chairs removed from the room and hold stand-up meetings!  It works wonders for getting things done quickly. 

     Remember too that MBWA (Management By Walking Around) is still the best way to minimize or eliminate meetings, get decisions made and motivate the troops at the same time.  People LIKE seeing the boss outside the conference room and out from behind the desk. 

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

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

Make today a GREAT day for someone!

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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