Behavioral Flexibility = Emotional Objectivity

For everyone, everywhere.
What does that mean?
If you’re a regular reader (thank you!), you know that the DiSC Behavioral Model is a core competency arena for me. I think salespeople, designers, managers, leaders, coaches should ALL understand how to identify and adapt to different types of  TTI DiSC people so that those people get a great experience and you can anticipate and avoid obstacles that naturally arise with  specific DiSC styles.
Last week, when I was coaching a design team,  I heard myself say to one of the designers who was describing an interaction with a particularly challenging (for her) client that she lost her emotional objectivity. She was hooked by the clients behavior, made judgements that diminished her credibility with the client, and communicated in a way that created a disconnect in the relationship. She was a Dominant and the client was a Steady…complete opposites. Had she known how to identify their style, anticipate some of the predictable hurdles, and adapt her style to their style, ALL of this could have been avoided.
It’s a skill to learn and a practice to develop…and worth every minute for what it brings in peace, connection, understanding. I will step over the obvious Nick Lowe reference and ask you to consider it for yourself.

Want to learn more about DiSC ? I can help. Call  or email me to schedule your free 15 minute coaching consult!

Now, go sell something.

Compare and Contrast

For service and sales professionals, everywhere.

I don’t often get manicures and pedicures…I prefer to do the latter myself while I am watching a movie, as I really don’t like the experience and environment of most nail salons. That said, when I travel, I often find time to get a pedicure in one of the local establishments.  I’m in San Francisco today, working the the Sloan Miyasato group this afternoon, and visited the hotel Spa (Intercontinental) this morning to have my feet made beautiful. My senses and powers of observation were heightened today because our topic tonight is creating the internal and external customer experience – what’s expected and how to deliver it.
I started by calling the Spa to inquire about a reservation and the price. They had time at 10:00 and I was told it would take about 50 minutes. I expected $50 and it was $65…not a big difference, but it’s still only a pedicure.
I arrived just before my appointment time and immediately noticed the fresh, lavender scent and the soft music. The spa was spa-manicurecool, the colors of pale blues and cream, glass tiles on the walls and natural bamboo on the floor. Amber at the desk called me by name, asked if I would like to change into a robe (I declined) and directed me to pick a color and to a place to sit.  The pedicurist, Tam, arrived and called me by name, and asked if there was anything special she should know about, which began a brief discussion about likes and avoids.  It was a time for me to meditate, to concentrate on my breathing and be conscious of the sensations and the quiet. This pedicure included a paraffin wrap (glorious) and Tam finished by fanning my feet to dry the polish. Yes, fanning. Amber checked me out, asked about the rest of my day and thanked me for staying in the hotel and for visiting the Spa.
Compare and contrast this setting and experience to most ‘Nails to Go-ish’, on every other corner in most major cities in America. For around $45 dollars you get a mani-pedi. There may be someone at the desk, but not likely, and someone will call out ‘pick your color!’ and you sit until called to a line of pedicure stations. Lots of chatter and clatter, music that is loud and competing with at least one television on a channel I have never seen anywhere else. I am asked to pay when I sit down and there is not much conversation, unless I am getting a manicure…which evokes a tsk, tsk about my cuticles. After the polish is applied, I am shuttled to the ultraviolet station to dry..and invariably scrape a nail and need a fix-up and more tsk, tsking.
No, they are not the same. Nor are they the same price. I never feel I have spent the money well at the cheaper salon…I am polished but agitated. Today, I am polished, relaxed, impressed and writing about this experience. It’s not about that money. It’s about how I feel during and after the money has been spent. And I feel good to get services from an establishment that honors it’s workers so that they are willing and able to deliver this lovely experience rather than the questionable conditions under which the other types of salons operate.
The takeaway – Excellence takes something to deliver and it has a price tag. When the customer complains about the money, it’s because the experience doesn’t add up to the price on the tag. 
Give it your best.
Now, go sell something.


For sales professionals – everywhere.

This is the last installment in the series on Communication. The first 3: Clarity, Courage and Compassion are archived for you to read if you missed them…or to forward to someone you think might be inspired by reading them so that they will take the necessary actions to achieve new results. Thanks in advance for doing that.

There is a common misconception out there, even among sales professionals that you have to be pushy in order to be successful.  I have always found that pushy is a behavior found among poor salespeople whose sole agenda is their own benefit and not the benefit of the customer/buyer. commitment

Commitment is not about being pushy. Commitment is about being Clear about what you want, being Courageous to take the actions needed to get it, and being Committed to produce results NO MATTER WHAT or HOW.  If you are committed to producing a sales result, you might need to produce the interim result of an appointment to forward the process to the sale. If you are committed to producing a sale, you will ask the questions that are difficult for you to ask because you believe they will make a difference in getting the sale. If you are committed to producing a sale, you will take other actions that salespeople with less commitment are unwilling to take – they’re too hard, take too much time, don’t guarantee success, not enough return on investment – because you know that incremental improvement gains huge rewards.

There is a ‘distinction’ in the Self Expression and Leadership Program at Landmark: Attachment versus Commitment. If you are ‘attached’, then it has to happen a particular way in order for it to happen…like it has to be easy, or the customer has to be nice to work with, or some other condition that needs to be present or met. If you are ‘committed’, then you will do what you need to do in order to get it done, mindful of the other person and their behavior as elements of the process, but not as specific requirements.  If you are an independent designer committed to making it easy for clients to buy from you, you might take several methods of payment…versus being attached and only accepting checks. 

Commitment shows up when it gets difficult. When you are committed to a monogamous relationship, it’s easy to do…until someone who catches your attention shows interest. Look for yourself. Look at where you are committed and where you might be attached. It’s good to notice because it might be in a ‘blind spot’ that you don’t know about until you look there…and there …and there.

And of course, if you get confused or stuck, give me a call. This is a great exploration that is often more fun with someone else.

Now, go sell something!