Today’s Sales Tutorial: To Serve, and To Listen!

Posted on January 17, 2012 by

This tutorial really hit me; after observing a sales person (a technician) and his customer (the end-user) talking thru each other!     Not with an intention to “talk thru each other”, yet with that result coming rather quickly in the ‘conversation’.  He assumed she wanted the lowest price, so he quoted that price after no objection to the stated “normal” price.  She remained silent (while filtering the normal price),  and waited for the “deal of the day”, that she was sure to get; so she then agreed to the lower price (obviously).  This exchange happened so quickly, that it “hit me” about 6 or 7 minutes later.  What really happened was not just two parties being assumptive, and a real failure to communicate; it was ultimately a tragic failure to serve the needs of this particular customer. The end-user got what she needed (at least for the moment) … and, the technician got the dollars he needed (satisfying his ‘sales’ objective) … yet, was the customer or the Company served?  Further … did the customer and the Company lose something more than the difference between the “normal’ and the ‘deal of the day’ price? 

I think that unless there is a genuine conversation between the customer and the sales person … both parties lose more than they will gain.  The customer loses the chance to elaborate and expand upon what she really needs to be happy, safe, secure, and whatever else is important to her.  The sales person loses the chance to build loyalty, trust, and maybe the long term allegiance of that customer to him and his Company.  Yet, all of that notwithstanding … it is so easy to “rush” to the lowest price, and to assume that what drives every customer is the need “to get the lowest price”.      

Have you ever bought something of real value to you; and you know that you didn’t buy it from the lowest seller?     Why did you do that?   Why do we do that?  I think because you weren’t buying just that item … you were also “buying” the feeling, maybe the security, or safety, or something else.   Not just the product … you were buying the service provided by that sales professional.   I think true “service” is defined as the trust between buyer and seller; that intangible feeling for which you and I are willing to pay. And … if I’m serving you; I have to listen.  Really listen, with the intent to understand exactly what’s important to you and you alone!   While I’m listening, I can’t be thinking of what commissions I’ll earn, or what I’ll say in reply while you’re speaking. I have to listen, with an empathetic ear, an ear that hears through your filters. What’s important to you (the customer, or end-user) … is now important to me (the sales person, or technician).  “I need to walk a mile in your shoes … yet take off my shoes first!” And … I need to talk and speak in your native tongue, not speaking with “techno tongue”, or in-house product speak.
“ Providing service without empathetic listening, is like riding a train without boarding!”      You may arrive at your destination … while the customer is still back at the station.

So … how do you get there from here?    Practice listening with empathy. Listen with the intent to understand, not with the intent to reply (from Stephen Covey’s book: “The 7 Habits of Highly Effective People”: Habit #5 … Seek first to understand, then to be understood).  Practice with your spouse or your Mom or Dad; when they ask: “How was your day?”, try answering: “First tell me about your day … I’d like to hear about your challenges today and how you resolved them”.   Then (after they get over the shock of you “genuinely” paying attention to them) they begin to tell you all about their day. You may lean in just slightly, and say a few meaningful words to demonstrate that you are really listening.  Words or phrases like: “Really, and what happened next?”, or, “is there anything you wish you had done differently?”, or, “tell me more” … etc!   In my experience, this empathetic listening really works. It gets you closer to whatever the customer really wants. It begins to build trust between you and your audience (be it your customer or your spouse or your mom).  And … the closer you are to what they want (be it security, safety, or to be happy), the closer you are to being hard to replace. The closer you are to being the one they call for more than just “the products” you sell.  They will ask for your advice on competitor’s products. They will ask for your expertise on running a business like theirs.   They may ask for you to stand up at their wedding, or to be the executor of their will.   This type of loyalty and trust is not very hard to acquire; once you become skilled at providing service thru empathetic listening.

If you’re reading this today, right now … decide to serve and listen from this moment forward. it will require some easy ”experiments” that you can set in place today (with your spouse or mom … etc).  It will also require your desire to listen differently than you have ever listened before!  Then, and only then, will you draw closer to really serving the customer. Listening is indeed the key … now you must persuade yourself to master this reality, and begin serving!

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Today’s Sales Tutorial: How ‘good’ do you want to be?

Posted on December 19, 2011 by

OK … so it’s almost the end of the year, and here I’m asking you: “How ‘good’ do you want to be? When this year first started, what were you thinking? Where had you placed yourself in your career? How did you want to finish the year?  Whether you’re “there” or not, isn’t the issue. I think the issue is: what are you doing to continue the climb?   Have you rehearsed enough? Have you read enough? Have you continuously watered the plant of your soul, and of your spirit?   

Sometimes I think about a single blade of grass; as I observe it making its way thru the crack in the flagstone of my patio. Even though my wife (the patio builder); has done all of the things that she’s supposed to do to prevent any plant life from growing under the patio floor, that single blade of grass seems to find its way!  Why? Or more appropriately; How?    I think the answer is locked somewhere within the DNA of that seed. The will to grow … the desire to reach for the sun (knowing that it will always be there), and the sheer determination to push through the flagstone; because that’s the way it’s supposed to be!   And … I think that same “grass seed DNA” lies within each of us!   I think we need to realize it’s there … and then allow that “grass navigation system” to guide us through the flagstone.  How do we grow, when the ‘situation’  around us seems to be pushing us down? Have you ever had days this year when the ‘flagstone’ seemed pretty heavy … when that desire to “push through” just wasn’t enough?   On those days, I think you have to decide: How good do I want to be?

Are you willing to do whatever it takes … to go beyond what’s expected?  To put in the extra time to “get it right” for your partners and your clients. To study your client’s market position; and to also learn all that you can about their competitor’s place in the market. Are you able to “stay relevant”?    To always be growing and learing and applying, and experimenting … until you “reach the sun”?   Are you willing?   I think, that if you are;  then and only then, are you striving to be “extraordinary”; because you know that it’s part of your DNA.  You know that “how good you want to be”; is a choice. And, it’s the natural order of things … like nature guiding that blade of grass thru the flagstone towards the sun!

Life is very short.      Decide NOW, “How Good You Want To Be”!       Decide Today … to reach for the sun. You don’t need a New Year’s resolution to begin the climb. YOU can decide right now … to become a better sales professional, to exceed every personal mile stone, and to really be the person you were meant to be!     You can decide right now, to change your life and the lives of everyone around you.   This isn’t simple … nor is it quick!  It is something that can sustain you, and it will give you the power you need to “push thru the flagstone”.  

It’s a decision you have to make …and… a decision of which you are capable!  Open your eyes … all around you are examples of people who have decided to “keep climbing”. Just ordinary people who’ve decided to reach for the stars, and push through the ‘stuff’ that gets in their way.  In every town and every city; people who’ve made a conscious decision to learn and grow and to become “really good” at something that they care about.  Many of them I think, are very much like you and I. 

How good at your chosen profession, do you really want to be?  Consider your true DNA; all of those instincts that kicked in when you were a bit younger … you wanted to be the best. You worked your butt off to get there. You found a way to make it happen (maybe for a short period of time) … then you may have lost it … and now you can’t seem to find it.   I think it is still within you.    That you may have experienced a little detour, and you’re still able to recover; as long as you remember that blade of grass. It’s in your DNA.  If you’re reading this post … we both know that you know what to do to stay relevant, to enhance your value, and to persist in a sea of doubt.  Whether it’s reading a book pertinent to your passion, or, placing yourself around expert mentors … you know what to do.      

Consider this; instead of “how good do you want to be” … you could be driven by “How good do you expect to be”?      As this year draws to its end … answer these questions Today.   Live your remaining years asking and solving new questions! 

 Always Moving Forward.  Here’s to a thought-provoking Holiday Season … … Jeff Cartwright.

 

 

 

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Today’s Sales Tutorial: Level of Energy

Posted on November 14, 2011 by

Where are you? Is your energy level where you need it to be? Every day … every moment … in every situation. If it is … you can stop reading this article and go about energizing your world!  If it is not … you may want to read on! 

You already know that “attitude” is a choice!  You choose to be “in” or “out”, good or great, passionate or mediocre! I think that “energy level” is also a choice!  I choose to display a high level of energy, an aura of genuine enjoyment in the work that I choose to do this day, and indeed, every day!  Why not? Why would I choose to be “down” or depressed, or just not interested in the work that I chose to do?!  However … do I wake up “energized”? Most often … NO! I’ve never been a “morning person”. You know the type; they smile at you for no apparent reason. They seem to be unbelievably “into it”, and it’s only 8:00 in the morning! I’m not one of those peole.  

Each morning when I get up … I have to sell myself on the virtues of a day I have yet to experience. To convince myself that the day ahead is really a brand new shot, a new chance, another opportunity to get it right!  I really see it as a new day, and in essence, a new beginning. No matter what the day brings … I get to choose “how” I will let it affect me.  I choose to be “Up”!  I choose to be positive, and energetic about what new stuff I get to embrace. I choose to be open and really excited … because I haven’t been to this day yet, this particular moment is ALL new to me … have you been to this day yet?  We’re all entering this day … for the first time!  Why wouldn’t you enter with excitement, with curiosity, and with an urgency to start anew, to continue on the right path for yourself, or, to begin a brand new journey!  Either way, something great is about to happen on this particular day … and my excitement and level of energy is needed to see it thru! 

The sun always shines in each of us! Do we allow it to blind us, or warm us? To light the way for this day … or provide a shadow under which we can hide? It’s our choice.  

I think we create our own “energy”. Our own level of enthusiasm, our level of belief in what we’ve chosen to do in this life. It matters not that we are the CEO or the front line worker, or the entrepreneur; whatever we’ve said will be our life’s work … deserves to be done with excitement and a high level of energy!  Have you ever done your best work with a frown on your face, or a negative aura within you, or a sick feeling in your stomach?  Of course not!  Think of ALL of those times in your life (thus far), where you’ve done great work … how did you feel while you were doing this work? Picture your facial expressions and your physical posture while you were doing this work.  I’ll bet you were smiling ear to ear, leaning forward or otherwise engaged, and totally engulfed in the task at hand!  You were operating at a high level of energy, and you had made a decision to accomplish great work.  And so you did!  

People often say to me: “Jeff, how come you’re always up? You never seem to be down or depressed.” I admit to them a reality of my life that I’ve learned over the years; “I’m never down … I’m either up, or gettin’ up!”  As John Maxwell teaches: “Life will put you down, and keep putting you down until you learn … and while you’re down on the floor, you might as well pick something up … learn something while you’re down there!”   A valuable lesson … the life we live is composed of various set-backs, various obstacles that present themselves every day of our existence.  In the words of Norman Vincent Peale: “Problems are to the mind what exercise is to the muscles, they toughen and make strong.”  So … I’m either up, or gettin’ up! During those moments within each of us, when we could be “down” or upset … think about the opportunity to learn, to grow … at that very moment. Then … make the decision to “get back up”!  No matter the obstacle … is it really worth a whole day of depression? A whole day … 24 hours?!   I don’t think so … especially if you view the obstacle as a way to make you stronger, and,  better able to overcome a similar problem that will present itself tomorrow.  That’s a pretty good reason to be EXCITED! To feel energized, confident, and self-assured … with a positive feeling inside of you. 

That level of energy is always within us … always there … waiting to be challenged. Waiting to be released; so that you can enjoy every moment of this “new” day that you’ve been given! I’m always up and energized, because I’ve decided that the reverse is just too expensive. It draws too much from my “energy bank account”, it costs too many hours of pain and consternation. And … it just doesn’t feel good (I just drained a little from my energy account while writing that last sentence!).  The next morning when someone says: “How you doin’ this morning?” Try answering how you’d like to be doing. Something like: “I’m doin’ great!” , or “I’m doin’ fantastic!”, or “I’m doin’ incredible!”  Then … listen for their response (and probable surprise) … that response will “feed” your attitude and your energy level for the rest of your day!    A High Level of Energy … Yes You Can!  

Always Moving Forward.   Jeff Cartwright … Just a guy who’s always up, or gettin’ up!

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Today’s Sales Tutorial: Personal Contact

Posted on September 26, 2011 by

Building relationships!  We’ve all read or heard about the value of doing that; about the difference between a good sales rep and a great rep; is his or her ability to “build relationships”.      Yet most of us don’t do it. We know it’s pretty important, yet we still don’t “really” do it! 

Last week I sent a friend and business associate a “thank you” e-mail; for the e-mail he sent to me, about three weeks ago. I included in the e-mail, that we should talk “live” maybe tomorrow (if he could find the time), and I gave him a few time windows that I promised if he called … I would pick-up.  The next day he called, I picked up, we spoke for 38 minutes (time that neither of us had to give), and it was great to “speak” to him; to realize that ‘personal connection’ between two friends. We talked about business, our family’s, careers, challenges … etc.      On a business note: I asked him if he thought it a good idea to “contact” his customers more than just to “sell” something, or to pick up a payment, or to drop off whatever he promised? Just to call, or drop in to “touch base” or to see (or hear) how that customer is doing; professionally and personally.  He said ” … sure Jeff it would be great to do that, it’s just that so many other things pop up, I’m putting out fires (internally and externally), and I just don’t have that extra time in my day.  I know when I can do that; it gets me closer to gaining that customer’s trust, his friendship, and ultimately more of his business.”   I agreed that time is always the issue, and … we started talking about our kids and our wives.

After I said my good-buys, and a somewhat sincere promise to “touch base” again in a few weeks … I began to think.  If we all know it’s THAT IMPORTANT, why the heck can’t we pull it off? Why can’t we figure it out, and then just do it? For every reason we know we should do it , we come up with at least two reasons why we just can’t do it.  Not this week, not this month … maybe I’ll find a way to fit it in next month. Then, of course, next month something else pops up, and so on, and so on.  

Stephen Covey says ” … YOU have to decide what your highest priorities are and have the courage – pleasantly, smilingly, nonapologetically – to say NO to other things. And the way to do that is by having a BIGGER YES  INSIDE.”       If we agree that building relationships thru ‘personal contact’ is a pretty high priority, then we have got to find a way to say “No” to other stuff that gets in the way.  We need to have a Bigger Yes inside of us; that pushes through all of the inevitable clutter of our business day!’

Something I’ve done over the years, that’s worked for me, that I think will work for you. Set up your Outlook calendar to “call” 5 of your top customers every business day of the week. If you set that up, you would reach 100 customers a month (5×5=25 … x 4 weeks =100). Then the following month, contact those same 100 customers. Schedule these “Personal Contact Calls” just between the times of 8:20 a.m. to 8:30 a.m., every day. Just 10 minutes, each and every morning, devoted to that personal connection. And … when you call … talk only about what’s important to that particular customer. You may say “… George this is Jeff, just calling to see if I can serve you in any way … just wanted to “touch base” … anything you need that I could do that might lighten your load today?”  After ‘George” gets over the shock of your calling; not to ask for payment, not to sell him ‘more’ product … he’ll realize that the purpose of your call is to find out If HE needs anything from you!  You might even mention, that you just read an article from an industry blogger, that might interest him … so you were about to push “share” to send the article in his direction.  How do you think George will feel about you and the relationship (soon to be friendship), after you’ve “touched base” once a month, for the next two years?   Might he buy more from you, might he refer you to other businesses, might he trust you and your judgement just a little more? 

Depending on your business sales cycle … the duration of the call, or when the call is made, is for you to determine. What’s important is the frequency and the consistency of your voice, your presence … that personal contact!   The bigger that “YES Inside”, the more you will ultimately just find a way to make those “personal contact” calls or visits. 

 As you read this … consider your top 100 current customers. Set up your Outlook calendar with all of their contact info. Plot just 5 of those customers/clients in the ‘events’ screen, call those 5 tomorrow, between 8:20 a.m. and 8:30 a.m. Do this every day this week, and carry it thru for the month.  After just one month, I think you’ll see and hear (from your top customers/clients), that they do appreciate the “Personal Contact”!

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Today’s Life Tutorial: The Culture is Me!

Posted on September 20, 2011 by

I just tweeted about seeing a video earlier this evening, “Happiness Matters”: produced by The Stanford Executive Briefing series. It features Tony Hsieh, the CEO of Zappos (tweet @zappos), and the author of the book: “Delivering Happiness”; www.amazon.com       What an enlightening story, told by a very non-assuming CEO. The premise: what we all really want is “happiness”. The answer to all of our “concerns” with work, career, family, relationships, and probably how we want our legacy to read;  is “Happiness”.  Tony explained how his company ‘delivers happiness’, with every phone call answered by the call center associates, and with every single person’s obligation within the company! He talked about how the Zappos culture, was the same ’culture’ or governing values, within each associate. From the call center folks up thru the ranks to the office of the top leaders; this was a culture that was universally shared by ALL of the employees.

I started to imagine the power of a shared culture. The power of any group of workers who shared the same vision for their company;  it would show in every interaction that they had with their customers, vendors, investors, and themselves.   What would it be like to work for and to grow with that kind of company?  Would you dread going to work in the morning, or, would you start working from wherever you are? Would you be spending time looking over your shoulder or trying not to be noticed, or, would initiating a new process, or freely innovating what you can dream, be a part of your DNA?  Would you feel discouraged or empowered?    The power of a shared culture … where does it begin? At the top of an organization, or at the grass roots? In the boardroom, or on the factory floor, or the sales floor?

I think it begins with each one of us. We are “the culture”.  In the video, Tony mentioned that “… you can start with your department, your project team.”  And … any change within my team, or department … starts with me!  Let “me” be the catalyst. Let me be the standard bearer, the one who can take responsibility to create the culture.  Initially it may just be “me” … and a few weeks later, we become “a few” … then we become “several” … then we become a department, then that department begins to change how we treat our customers, and how we treat each other.  That’s the power of a shared culture!   

Could it all be so simple? So easy to “pull it off”, to really change the culture within your every day work life?  What’s stopping you … what’s stopping me … what’s stopping us? I think you know the answer, the only thing stopping “us” is “us”! 

I do think the “company’s culture” is quite intricate and a little elusive.  Which is precisely why I think that it begins with ‘me’, and a few other folks like me; who share my dreams, and my journey.  It’s about our journey, our dream, our reality… as we perceive it, so it becomes.       Wherever you are right now … how would you like to see the business that you’re in, become different?  The difference “can” begin with you.  How would you like to see (or hear) the customer service department answer calls? The customer service department “can” (and rightfully so) begin with you … the “department” is you!    Let us become “the culture”. In all of our external client interactions, and all of our interactions with others on the team … let’s be the culture. 

The Zappos experience (inside and outside the company); with their mission to “Deliver Happiness” is not unique to just Zappos. It is unique to extraordinary companies (read “Good To Great” by Jim Collins, www.amazon.com ),  and to extra-ordinary people; who really want to nurture their chosen “culture”!   The culture is me … and indeed, within each one of you.  You can decide Today … to become the customer service department, and to become the one associate that leads the way to a memorable customer experience … And … to become the culture.    

Always Moving Forward!

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Today’s Sales Tutorial: Your Spirit!

Posted on September 16, 2011 by

 With so many “things” around all of us, external things that can “pull you down”; economic, political, social, career and personal.  I think we should just pause for a moment (a meaningful moment), and remember that our “spirit” really can pull us thru!    You know what I mean … that inner voice that says: ” Come on … you can do this.”   Or: “You know darn well that when ‘one door’ closes, two more doors will open … you just have to “turn around” to see them.”     That “voice inside”; it has a sound similar to that of your Mom, or your Grandmom, or your sister, or someone else who was there when you were just beginning.  I think, that voice becomes your spirit. Your inner belief system. Your true anchor. And … I also believe that “your spirit” needs to be heard a lot more often than ever before!   WE need to listen to that inner voice, that anchor!

The greatest thing about this …  is that, YOU and only You, control your spirit. That inner voice; that “other” more optimistic you … is actually really controlled by YOU! No matter the external forces (or people) that are pulling you in another direction … YOU control what effect it has on you. You have the power; to either follow the naysayers, or, be true to all that’s important to you.  I know that often times it’s really hard to remember that “You” do have the control.  That matters not, just remember that you are always in control.  So … I’ve said it before, and I’ll say it again: “Life is too short” … start now taking back the control that you gave up some time ago.  Start right now!  Wherever you are while you’re reading my words … stop and allow THIS meaningful moment to surround you and whatever emotions you’re experiencing.  Do It Right Now!  I’ll pause my input for a moment … … …

Now that you’ve allowed that ‘meaningful moment’ to happen … there may be a smile on your face, and a little weight lifted off your shoulder, and right about now … your spirit is starting to rise!  Yes You Can … achieve anything that you can perceive. Yes You Can … realize the risk/reward equation, and decide to take the risk. Yes You Can … allow your spirit to raise you just above the clouds; above the fray, above the never-ending challenges.  Above those who say “No Way”, and closer to your reality of, “Yes … I can do this … I control what happens to me … I have the true will and inner desire to move in the direction of my choosing!”    Yes I Will! 

 Let ”the spirit” set you free.   Allow that inner belief to empower you to set and meet “crazy” high goals. To enjoy the sparring between you and that client that you’re trying to win. Walk into the customer’s business, knowing that at the end of the conversation (or the sales call), you are really beginning the relationship. Your spirit becomes the customer’s reality.

I want to share with you, what ignites my spirit.  I’m thinking of the song: ”Reach”, by Gloria Estefan; first performed at the 1996 Olympics in Atlanta, Georgia.  Really listen to this 3 minutes and 54 seconds of “moments” that I think you’ll appreciate. Watch it for “the feeling” the first time, then watch it again for the words. You’ll realize “the Spirit within you” … within all of us!  http://youtu.be/W9pUz2BDHUU

Always Moving Forward!

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Today’s Sales Tutorial: ‘First Things First’ … Actually Doing It!

Posted on September 6, 2011 by

Most of you have read Stephen Covey’s book: “The 7 Habits of Highly Effective People” (written way back in 1989); if not, you should order a copy from www.amazon.com! The third habit: “First Things First”; became so compelling that he wrote another book by that same title in 1996.  If you haven’t read that book, you should (again) go to Amazon and buy it! 

  I know, you’re thinking: “who has time to buy/or read these two books this week (or the next few weeks for that matter)!  Guess what … that’s my message for this week’s blog! The ‘third habit’ talks about placing “first things first”!  Mr. Covey is aware of how easy it’s not …and … therein lies the problem.  You really have to decide what’s important, really important.   Then say “Yes” to those things, and “No” to whatever or whoever might get in your way. The part that we all lose sight of; is that we do have “control” of what things we can choose to say “yes” to, and those things we choose to say “no” to.  There’s no guilt, no regrets, and, the only person you owe is yourself!   Life is too short to feel guilty about pursuing those things that are important to you …and pursuing them every minute of every day of the rest of your life.

“To thine own self be true!”   You would set priorities up at the beginning of each week … a list of what you’d like to “get done” that week. On that list would be important “business” things you want to get done, and important “personal things” you also want to get done during that week.  You would then place each item of your “business/personal” list on a grid; consisted of each day and hours of that week. You’ll need to first give a “priority weight” to each item; a high priority/must do activity might be assigned a “10″ (like giving a sales presentation to a top prospect, or, attending your daughter’s dance recital) … while a very low activity (like watching TV re-runs) may be assigned a “zero”. Now, give all of the items on your list, appropriate numbers that YOU decide … then begin to place each item/activity on your day/time grid for that week!  Place all of the “10″ numbered items on the grid first, then the “9s”, then the “8s”, and so on.  You now have a “plan” of exactly “how”, when, and with whom you will spend your time with that week!  If something unexpected pops up during that week … you can decide if that unexpected activity is given a score higher or lower that the activity you already have planned, for that time slot on your weekly grid!   Now YOU control the item or crisis that popped up … instead of the item or crisis controlling you.  Remember … “to thine own self be true”!

First Things First … you need to decide what is it you want to accomplish that week … that month … that year … the next 5 years!  What do you want “to do” as a business question, and as a ‘personal’ question?  Once you really decide … you now have a plan, a blue print for your life (at least for the next 5 years).  In my experience; what happens next is pretty cool. With your personal plan in place … each day now has more meaning, more of a purpose;  a clear reason for breathing that particular day! And … if every day has an enhanced meaning … think how much more effective and productive you’ll become!      Actually Doing “First Things First” is the message!   Think about it. How good do you really want to be at the profession you’ve chosen? How great a husband or wife or mom or dad, or brother or sister, or son or daughter … do you really want to be?  And … what will it take to get you there? How important is it to you; to control the crisis that “pops-up”? To set up a 5 year career and personal plan, then follow that plan that you created? How important is it?   

Order the book right now! And when it arrives (at your door, or on your Kindle or iPad), read it … digest it … start doing it!  This really is your destiny … you are so very close … Actually Do It this time!    Always moving forward! 

 

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