A Measure of Relationship Value

For everyone, everywhere

I once had a customer who was a bit of a maverick in his marketplace and in the industry. He has since passed away, but Chuck Forcey was a character. When he was in the military, he flew planes and was on an elite fighter team…and he brought his irreverent ways with him.

Fortunately, he had a commander who was tougher and more focused than Chuck was and while he respected and appreciated what Chuck brought to the team, he refused to let the team be defined by one of its members. To address a particularly aberrant behavior, the commander pulled Chuck aside and told him: “You are a valued member of this team…and you will have a place on this team as long as your contribution exceeds your aggravation…and not a moment longer.” I LOVE that measure of relationships … and don’t we all use something like that, even if it’s not as clearly stated? Think about it as you evaluate design project clients, hire new associates, work for rogue employers…and maybe closer to home, too.

A new thought for a new year.

Now, go sell something.

oxo,

Jody

Jody Smiling Photo copy

This Equals That

For Sales Managers, everywhere
I  love Sales Managers, especially selling sales managers. I love that they love to sell and engage with the customer and that they are interested in developing their team members for greater achievement.  managers810
You know that I believe the sketch is the Holy Grail for the salesperson and the customer. Those salespeople who sketch and take notes during the interaction and gather great data that they use in their sales presentation have a higher close ratio, higher average sale, and higher total sales revenue than those who do not sketch. Period. So as a high impact, ‘do this always!’ action, it does not have a parallel or substitute.
For sales managers, there is an equivalent: Interrupting the sales interaction to help the salesperson to CLOSE this customer. Those sales managers who understand that their job is to help their sales team members to close more opportunities do this consistently while on the floor. Interrupting/inserting into the interaction to help to close is the equivalent for the sales manager to what the sketch is for the salesperson. No kidding.
If it is not part of what you do now, start doing it.
I spoke of this in an earlier blog…Tim, the Sales Manager at The Amish Craftsman in Houston is a master at this. He introduces himself at the first interaction with everyone on the floor, then swings back around about 30 minutes later to check on selection, to ask if they are using financing for this purchase, and to double check that they are purchasing accident protection.
The result: Close ratio: 50%. Execution: Mastery.
Start practicing this and if you need help, call me.
Now, go help your salespeople to sell something.
oxo,
Jody
Jody Smiling Photo copy

Communication: The 4 C’s – Compassion

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!

xo,

Jody

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