For everyone everywhere
I love people…with all their idiosyncrasies and craziness, I love them. Some are harder to like, though….so I need help to find a common place to reach them and to connect with them so that we can play together, work together, enjoy each other.
For more than 25 years, I have been teaching the DISC behavioral model… a model that identifies differences in preferred, default behaviors of people, many of which are undistinguished  by them. It’s a core competency in all of my training programs because it helps people to know themselves better and to understand their strengths, weaknesses, motivations and annoyances. The programs also teach how to identify the DISC styles of others and (here’s the gold!) how to adapt to them so that they can have the experience that they want.
The last part is the toughest part and where the greatest reward is. Everyone of us has people that we struggle with.  You might be very free wheeling and people who like order and structure drive you crazy…or the opposite! What DISC teaches you is to identify and understand those default differences and to work WITH them instead of pushing AGAINST them. Other people will never be the way you want them to be, and resisting that reality is the cause of suffering and resentment….both of which are optional. By identifying their DISC style, and knowing what they want and don’t want, you can adapt your own behavior when you are with them so that you are more similar and have more opportunity for connection….a connection that THEY will enjoy.
As a sales professional, It is critical that you connect with a variety of people…not just the people who are naturally similar to you or the people you ‘like’. To do that requires something outside yourself as a filter through which you can see the other person. Left to our own nature, we will distance ourselves from people we don’t naturally like and justify why ‘they’ are not worth our time and attention, like: “They are rude” or “They’re too wimpy and can’t make a decision” or “They’re too picky and don’t look me in the eye” or “They’re flighty and distracted and I can’t get them to focus on what we’re talking about”.  All of which are judgements of behavior that the other person is demonstrating…but NOT the behavior itself. If we just identify the behavior – straight answer, wants to involve others in the decision, asking specific questions about the process or product, engaged in the excitement of the process – and the DiSC style associated with it, we can anticipate their behavior so that when it occurs we won’t react to it, but rather move with it.  It’s called behavioral flexibility and as sales/service professionals it’s helpful to expand the ability to be different with different people, because they don’t all want what you/we want. They want what THEY want.
I bring this training to leaders, recruiters, sales managers, sales and design professionals, customer service associates as they all need to be effective working with many different types of people and having a method and strategy for doing that. Let me know if your team would benefit from greater skill and interactions with your customers and clients.
For those of you in Massachusetts, I have DISC training modules that are available through the Workforce Training Fund Grant Program that allow you to bring this training to your sales and customer service teams for 50% off! If you are a Dominant, you’ll love the deal and the payoff for your team. If you are an Influencer, you’ll be excited by the opportunity and fun of  Save-Money-learning something new that you can use. If you are a Steady, you’ll love that you can understand people better and give them a more comfortable experience. If you are a Compliant, you will appreciate the cost savings amortized over the fiscal year.  Whichever you are and wherever you live, this information can help your managers, sales, and customer service people be more productive and effective. I promise.
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!




Communication: The 4 C’s – Compassion


For sales professionals – everywhere

This is the third installment in the series on Communication. The last one was about Courage – the kind of fearless, bold bravery that you need to ask buyers questions that will direct their actions to either buy today or to make an appointment with you to buy at a later date. If you missed it, please check it out.

This installment may seem like the opposite of Courage, as it’s about Kindness and Consideration for another human being – the buyer. I think to be a really good and consistent sales professional, you need a combination of both – Courage and Compassion. Compassion verb

Compassion occurs when we are not FEELING compassionate. When the other person is behaving badly or not doing what we want them to do. Compassion is the grace to understand what the other person is experiencing and bringing LOVE and empathy to the interaction.  Lou Holtz once said: “When people need love and understanding the most is when they deserve it the least.” Compassion is all about us and our ability to be generous to someone who is taking a long time deciding, someone who doesn’t communicate as well as we do, who is afraid of making a bad decision so elongates the process of making any decision. Compassion allows us to use the words ‘I can appreciate’ and ‘I understand’ and truly mean them.

When we LIKE someone, it has a lot to do with them – their personality, the similarities with our own behavior and choices.. When we bring LOVE to the interaction, it’s all about us and our ability to put kindness above all else…and to bring the kindness of directing the other person through a challenging decision making process so that they are grateful and satisfied when the process is over.

If you are good at Courageous Conversations, then Compassion is likely something you need to practice. Open your heart to experience the human-ness of the other person and see what develops. And let me know….I’d love to hear from you.

Stay tuned for the next Communication C: Commitment

Now, go sell something!