Tag Archives: management

Four Big Bad Sales Myths of 2018

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Justin Jones, co-founder of the sales consulting firm Somersault Innovation, offers this perspective on approaching the sales profession in 2018.

Myth #1: Expertise is the Source of Our Credibility. Most of us are all too eager to demonstrate our product and business knowledge and quickly take control of a customer interaction to demonstrate expertise. We believe this will help our clients trust and buy from us. However, as Amy Cuddy finds in her recent book, Presence, competence is only part of what compels trust. And, it’s the lesser part!

Before clients consider our competence or expertise there’s something else they’re looking for: they’re looking for warmth. Are we real? Are we authentic? Unfortunately, the more we hammer our amazing expertise, the less authentic we appear.

I spoke the other day with an account management team from a leading mortgage technology firm, and here is how they approached a recent client meeting. They went in without an agenda except to talk with the customer about their business. The client responded by openly sharing information about two key initiatives that led to new opportunities. The team reported their delight in what felt like a “natural,” and “authentic” meeting and were eager to experiment with more clients.

Give less weight to expertise in your next meeting and see what happens.  

Myth #2: The Customer is Always Right. Today, our customers are much further along in their buying decision by the time we talk to them. This makes our job a lot harder because, thanks to many online resources, customers are much better informed and often have their eyes on a specific solution. But that doesn’t make them right, no matter how sophisticated a buyer they are.

If we slip into order-taking mode, we end up in commodity-ville, talking about a limited solution that can be easily compared to the competition.  However, if we press for more discovery we’re almost certain to find that the client’s definition of the problem is limited, or even incorrect. To the extent we can reframe the customer’s certainty and fixation, we graduate from “problem-solver” – just like every other vendor who calls on them –  to the more coveted and differentiated “problem finder” role.

Myth # 3: Big Data Will Save Us. The benefits of Big Data are all around us. AI and predictive analytics are already being used to make our lives easier. After clicking only once on an ad for online bedding retailer Brooklinen, they showed up on every site I frequent, making it easy to build a relationship, and, yes, place an order. Many of our clients are likewise experimenting with this technology to identify leads.

While this functionality is fantastic, we see it leading too often to limited engagements. Sales people are over-relying on data to close ready-made deals. In a fashion, they’re combining this myth with the previous two: they leverage data to quickly demonstrate their expertise in the specified areas and make a wrong assumption about the customer’s problem. The promise of big data is real, but only insofar as it’s used to enable greater problem finding – not quicker problem solving and selling.

Myth # 4: Focusing on Numbers Will Drive Revenue. This last myth is pervasive among both sales people and their managers. I understand the power of the maxim ‘What gets measured gets done.’ But we’ve taken this to an extreme such that sales managers and their teams spend an inordinate amount of time and emotional calories reporting on their pipelines. The unintended consequence: sales becomes dumbed down into a revenue drone. It’s no longer about our customers and the interesting things they’re doing with their businesses and how we can help them.

It’s about delivering our numbers – or at least paying lip service to doing so. The remedy for sales managers is as simple as asking your teams about the interesting things they’re seeing in their accounts. What’s something new they’ve learned from a customer? Which accounts are they feeling excited about and why? You’ll have a much clearer picture about progress in each account, and you’ll open up your conversations toward what really matters: how your business can help your clients solve their problems.

Overspending is “Jingle Bell Wrong”: Don’t Buy Your Way Into a New Year’s Mess

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It’s amazing how it happens every year: All of a sudden, it’s the middle of December and Christmas is just a couple of short weeks away.

Because even though Christmas is always on December 25 (each and every year, guys), it seems that there is always financial stress at crunch time when you realize you are going to buy gifts for your family, the in-laws, your friends, your spouse and your children. (Notice I said “going to” and not “have to.”)

Have we not realized this was coming ALL YEAR LONG?

Why, then, do we continue to spend ourselves into a hole that we have to dig our way back out of at the beginning of the New Year? Do the happy holiday blinders go on and we just say, “Charge it!”?

Try just saying, “No.” Because, like my Papaw Kermit always said: “’No’ is a complete sentence.”

You don’t have to buy love with Christmas presents. But, if you enjoy giving and it makes your heart happy, go for it. Just start planning earlier than December 12. 

I’ve listened to a few financial planning “gurus” over the years. Just recently we had a visit from local financial smarty, "Pete the Planner" (as part of the Chamber’s internal wellness programming, our staff will be able to participate in a financial wellness program with Peter Dunn throughout 2013).

They’ve all pretty much said something similar: Start saving up your cash earlier in the year to pay for Christmas. Don’t touch the money unless you are using it for your Christmas shopping purposes (whether that’s in May or on Black Friday). And DON’T spend money you don’t have.

It’s time for Americans to start taking back control of the economy, which will start with each family getting in control of their finances. And no one can do it for you (not even the government). It’s not easy – sticking to a budget takes work, but financial strain and daily turmoil causes more work and stress than living within your means.

As it is only a few weeks away from Christmas and it’s a little late to start stockpiling your money for Christmas 2012, my advice is this if you are fretting and can’t afford gifts. There’s no shame in telling your friends and family that you are working to right your financial ship and that spending time together – or offering to clean their home or cook dinner for them or just listening when they need a shoulder – is a better gift than anything bought in a store. If they are truly your friends and family, they will be understanding and help you on your path to financial peace. 

And next year, you can start saving money early … unless you decide that offering your time and services is a much better gift anyway.

Just Pick Up the Phone, Please!

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A recent CareerBuilder survey has some interesting numbers related to generational differences in the workplace. It focuses on communication and work styles, hours on task and career paths.

The one (of several) that jumps out for me is the fact that no one — no matter their age — wants to use the telephone anymore. As some of my co-workers can attest, this really bothers me. When a 30-second direct conversation (preferably in person but the phone will suffice in many instances) can replace many, many e-mails, why do people insist on hiding behind the keyboard?

There was the time I banned my team from using e-mail at all for internal communications. Maybe a bit extreme, but the point is valid — talk to/with people, not at them.

Anyway, here are the survey results. Some are revealing, while others confirm common perceptions.

Communication Styles

While a majority of both age groups expressed a preference for face-to-face communication, evidence of a small digital divide exists. The phone, however, has fallen out of favor across the board.

How do you most like to communicate at work?

· Face-to-face: 60 percent (ages 55+); 55 percent (ages 25-34)

· E-mail/Text: 28 percent (ages 55+); 35 percent (ages 25-34)

· Phone: 12 percent (ages 55+); 10 percent (ages 25-34)

Perspectives on Career Path

Younger workers tend to view a career path with a “seize any opportunity” mindset, while older workers are more likely to place value in loyalty and putting in the years before advancement.

You should stay in a job for at least three years:

· Ages 25-34 – 53 percent
· Ages 55+ – 62 percent
 

You should stay in a job until you learn enough to move ahead:

· 25-34 – 47 percent
· Ages 55+ – 38 percent

Similar contrasts were found when looking at promotions:

You should be promoted every 2-3 years if you’re doing a good job:

· Ages 25-34 – 61 percent
· Ages 55+ – 43 percent
 

Hours Working

Younger workers are more likely to log shorter hours than workers 55 and older.

Work eight hours or less per day:

· Ages 25-34 – 64 percent
· Ages 55+ – 58 percent

Older hiring managers are more likely to arrive to work earlier than younger managers but less likely to take work home with them.

Arrive earlier than 8 a.m.:

· Ages 25-34 – 43 percent
· Ages 55+ – 53 percent

Leave by 5:00 p.m.:

· Ages 25-34 – 38 percent
· Ages 55+ – 41 percent
 

Work after leaving the office:

· Ages 25-34 – 69 percent
· Ages 55+ – 62 percent
 

Younger workers are more open to flexible work schedules than their older counterparts.
Arriving on time doesn’t matter as long as work gets done:

· Ages 25-34 – 29 percent

· Ages 55+ – 20 percent

Work Styles

Different generations take a much more distinct approach to workplace projects. Younger generations are more likely to want to plan rather than “dive right in” to a new initiative.

I like to skip the process and dive right into executing:

· Ages 25-34 – 52 percent
· Ages 55+ – 66 percent

I like to write out a detailed game plan before acting:

· Ages 25-34 – 48 percent
· Ages 55+ – 35 percent
 

However, there is one area where older and younger workers see eye-to-eye: Approximately 60 percent of both groups prefer eating alone during lunch hour, as opposed to dining with their co-workers.
 

8 Things Bosses Probably Shouldn’t Say

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If you manage people at your business, you know it can be tough. You want to walk that balance of being nice and garnering respect and getting the job done. While you shouldn’t be a pushover, BNET does have some recommendations on things you shouldn’t say to your employees unless you don’t mind them taping a picture of your face to a dartboard.

Here are 8 things a good leader should never say to employees:

1.“I’m in charge, so this is what we’re going to do.” Dealing with different opinions or even open dissent is challenging for any leader and can make you feel defensive and insecure.  When that happens you might be tempted to fall back on the golden rule:  She who has the gold makes the rules.  Don’t.  Everyone knows you’re in charge; saying you are instantly destroys any feelings of collaboration, teamwork, and esprit de corps.  When you can’t back up a decision with data or logic, possibly that decision isn’t the right decision.  Don’t be afraid to back down and be wrong.  Employees respect you even more when you admit you make a mistake.

2.“I have a great opportunity for you.” No, you don’t; you just want the employee to agree to take on additional work or the project no one wants.  If you say, “Mary, next week I’m assigning you to work on a new project with our best customer,” she immediately knows it’s a great opportunity.  If you say, “Mary, I have a great opportunity for you; next week I’m assigning you to sort out the problems in our warehouse,” she knows she just got stuck with a less-than-plum assignment.  Any opportunity that really is great requires no preface or setup.  Don’t sell.

3.“Man, this has been a long day.  I’ll see you guys.  It’s time for me to get out of here.” No employee wants to feel your pain. From your perspective, running a business can be stressful, draining, and overwhelming.  From the employee’s perspective you have it made because you make all the rules.  Don’t expect employee empathy; instead talk about how today was challenging and everyone pulled together, or how you really appreciate that employee’s help. Continue reading →

Hospitality at a Whole New Level at Purdue Calumet

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In the season of giving, Purdue University Calumet is the grateful recipient of the largest monetary gift it has ever received.

The Dean & Barbara White Family Foundation and the Bruce & Beth White Family Foundation announced a $5 million contribution to benefit the university’s hospitality and tourism management program. The gift will be used to enhance the undergraduate efforts and will be renamed the Purdue University Calumet White Lodging Center for Hospitality and Tourism Management program.

Indiana Chamber member White Lodging Services is “one of the fastest-growing, fully-integrated independent hotel ownership, development and management companies in the country,” according to the company’s web site. Based in Merrillville, White Lodging’s current projects include the JW Marriott Indianapolis among other hotels in Indiana and across the nation.

The gift will fund renovation and conversion of the university’s conference center into a nearly 13,000-square-foot instructional facility. It will also support a scholarship fund for high-performing students and create a hospitality and tourism management honors program. The rest of the funding will establish two endowed professorships within the program.

“We have been fortunate to employ many Purdue Calumet students and graduates and have found them to be well prepared, ambitious and steady contributors to our company’s growth and success,” White Lodging Services Chairman and CEO Bruce White said in the press release. “We hope to build and grow on that relationship by providing these expanded facilities and even greater faculty support.”

The renovated educational facilities will include a teaching kitchen, beverage service laboratory, working restaurant, computer labs and faculty offices, the release notes. Planning for the new center will begin in early 2010 with construction and renovations to start in the summer. The center is expected to be completed for the 2011-2012 school year. Read the full press release online.