IN BUSINESS YOU ARE ALWAYS ON STAGE

Guest blogger Jeb Blount provides tips on creating a positive impression on your customers by controlling the behaviors you allow them to observe.

 

In sales, the people who buy from you are watching your every move and making judgments which influence whether or not they will buy from and continue buying from you. Although you may not have ultimate control over what they think, you can take steps to insure that their impression of you is positive.  

My brother in law owns a large rental equipment business in Georgia. Prior to becoming an entrepreneur he was a Sales Professional in the computer industry. Because he was in sales he is quick to give the benefit of the doubt to the salespeople who call on him. Recently, over dinner, he told me a story about an insurance agent who made a cold call on him. 

This year he bought a new building for his business. Prior to buying this building he had rented. For Brad this was a big move and owning his building is a matter of extreme pride. He even invested in landscaping to make the front of his building look great. He told me how he had personally supervised the landscapers.

A few days after he put in the new landscaping he was standing at the counter looking out at the parking lot through the front windows when he noticed a well dressed lady step out of a late model car holding a briefcase. He said that he instantly knew that it was a salesperson and readied himself for a pitch. But what happened next changed everything. He said the salesperson was holding a cigarette and before walking in his door tossed the unfinished butt into his new landscaping.

Brad told me that when he saw that happen his walls went up. In his words, “after that her chance of selling me anything was zero.” I asked him if he told her what she had done. He said no, “because I really didn’t want to get into a confrontation. I just politely told her that was not interested. The bad thing is that I was actually looking for insurance quotes – but not from her.”

The salesperson walked out of the door clueless. In fact she had probably done this on dozens of occasions with no consequences because no one really cared. However, because she did in on this occasion, with this particular business owner, she missed out on what could have been a big sale.

Now after hearing this story, you are probably thinking, “what a stupid thing to do – I would never do that.” I thought the same thing. In fact, I thought he was making it up until last week when I was sitting in the lobby of one of my clients and observed a salesperson park in the handicap parking spot (because it was close) and then walk through the hedges rather than on the side walk. He walked in the front door, gave the receptionist his card, and sat down next to me. I just shook my head.  I bet he repeats this rude, inconsiderate behavior every day and he was clueless that somebody important might be watching.

Again, you may be thinking to yourself, I would never do this and you may be right. But the question you should be asking yourself is what habits you have that could potentially create a negative perception of you with your customers and prospects. It could be your style of dress, a dirty or bent business card, disorganized samples, typos and grammar mistakes in written communication, your table manners at business dinners, a cluttered car, bad breath, talking too much, or behavior that you allow your prospects and customers observe. Think hard, and be honest with yourself. Then begin the process of changing these behaviors. 

In sales and business you are always on stage. Everyone from the guys in the guard shacks, to the receptionists, to the decision makers are watching you and based on their perceptions, deciding if they like you or not. Never, ever forget that when it comes to business, employment, and relationships people don’t buy your products, services, resume, experience, or past achievements - People Buy You.  

If you want to close more business, advance your career and ultimately earn a higher income it is imperative that you work tirelessly to influence these perceptions; because although, being likeable won’t necessarily guarantee that People Buy You, being unlikeable will almost certainly guarantee that they won’t.

Jeb Blount is the CEO of SalesGravy.com, the world’s largest sales career website. A respected thought leader on sales and sales leadership, he is author of three books, People Buy You: The Real Secret to what Matters Most in Business, Sales Guy’s 7 Rules for Outselling the Recession, and Power Principles. He is the author of more than 100 articles on sales and sales leadership and the host of the top rated Sales Guy Podcast. When you buy Jeb’s new book, People Buy You, today, you’ll also receive thousands of dollars worth of bonus gifts from sales growth leaders – learn more at www.PeopleBuyYou.com.

FRAZZLED BUYERS

by Hank Trisler

Your buyers may well be too busy for you. They had thought their lives would be a little easier by now, but no such luck. They were rather pleased when they survived the round of layoffs last year, but now they find themselves doing not only all the work they had, but all the work foisted off on them by demise of their departed compatriots. They're just flat buried.

And they can't even depend on technology to save them. They thought new computers would cut the work load. FAT CHANCE. The learning curve is so steep on all these new toys that they spend most of their time just trying to learn how to do what used to be easy with the old stuff.

And then there's social networking. The boss wants them to tune into Twitter, Facebook, LinkedIn and God only knows what else. The idea is to learn from others in a social setting and thereby extend their reach. These folks are stretched so thin they're about to burst and it doesn't look like it's going to get better soon.

Now along come you, bright-eyed and bushy-tailed salesperson seeking a "relationship." Here's the bad news. Your buyers don't want more relationships, they want more time and less hassle. If you can add value and do it in such a way that the decisions are quick and easy for your customer, you have a chance, but we all know that's easier said than done.

Hope is riding over the hill. Jill Konrath, author of Amazon Best Seller Selling to Big Companies, has written another goodie. Snap Selling sets forth four specific rules for successfully dealing with the frazzled buyers we encounter today:

1. .Keep it simple
2. Be INvaluable
3. Be aligned with the customer
4. Raise prioities

Well, fair enough, but just how do we go about achieving those objectives? That's what the book is about, pilgrim. Jill writes in a clear, straightforward, no-nonsense style that conveys the information in a readable, understandable and enjoyable manner. If you've experienced any problems getting your fair share of your customer's mind, get Snap Selling just as fast as you can. When you click on this link, you'll get a whole lot of free stuff, too, but the real deal is the competitive edge you'll get from the book. Don't miss it.

Is Relationship Selling Dead?

By Guest Blogger, Jill Konrath, author of SNAP Selling and Selling to Big Companies

It sure feels that way today! You rarely reach your prospects on the phone and when you do, they quickly brush you off. When you’re in meetings, they want you to get right to the point.

Sometimes they’re so busy multi-tasking, that you’re not even sure if they’re paying attention. Even your long-term customers fail to return your calls for months, making you wonder what you did wrong. 

Welcome to the new normal! Your prospects are suffering from Frazzled Customer Syndrome, a debilitating condition brought on by increased expectations, excessive workloads, unrealistic deadlines and fewer resources.They’re good people who are doing their very best to survive in a frenetic workplace. Their calendars are overflowing, they’re constantly falling behind and they feel powerless to stop the escalating demands on their time. 

The truth is, they don’t need another “relationship.” They barely get to see their best friends anymore. They even eat lunch at their desk everyday so they can get more done. It’s all work, work, work. New relationships are a low priority. 

But you want a relationship! Of course you do. You’re a relationship seller. Your best customers love you. They value your work. They refer others to you. And, you love them back even more and take great care of them. Working with people like this feeds your soul – and pays well too!

Wanting to replicate these strong relationships is natural. But establishing that great connection can be a real challenge when dealing with stressed out people who seem more intent on pushing you away than inviting you in.

Here’s the good news! Underneath all that rude, brusque behavior are normal human beings who desperately want relationships with people who they can trust to help them achieve their goals.
That person could be you. But first, you need to understand what’s going on in their mind in order to create the connection you want.

What Your Prospects Think.

Whenever you deal with frazzled prospects their brains immediately start firing off alert signals: “Warning. Pay attention. Salesperson.” While you may not see yourself that way, they do and that’s what matters.
They evaluate your voicemails, emails and initial conversation to determine if having a more in-depth conversation with you is worthwhile. They make lightning-quick decisions to allow you access to them based on these criteria:

• Is this aligned with what I need to accomplish?
• How big a priority is it? What’s the urgency?
• Does this person provide value?
• How simple is it? Will it take lots of effort?

Unless you can convey all this very quickly, you won’t get your foot in the door. But it doesn’t stop there. To retain or grow a relationship, you have to keep your focus on these decision-criteria at all times too.

Relationship selling today goes far beyond the warm fuzzy feelings that you get from working with people you like and vice versa. It’s about creating partnerships where you’re a contributing team member, working towards your client’s short- and long-term success objectives.

SNAP Rules Change the Game

You need to follow the new SNAP Rules to be successful with the “new” relationship selling. Here they are:

Rule 1: Keep It Simple
Your goal is to ensure maximum simplicity in everything you do. That’s going to require you to look at all aspects of your interactions with your prospects to see where complexity can be eliminated or minimized.

When you keep it simple, you make it easier for your them to buy from you.

Rule 2: Be iNvaluable
Today’s crazy-busy prospects want to work with sellers who “know their stuff” and bring them fresh ideas on a regular basis. Perhaps you’ve never even seen that as your role. But today it’s essential to turn yourself into the competitive differentiator.

When you become invaluable, people choose you over competitors, are less price conscious, and remain loyal.

Rule 3: Always Align
This is all about relevance and risk. At the onset of your relationship, clients need to see an immediate connection between what you do and what they’re trying to achieve. As they move through their decision-making process, they need to know that the alignment extends into core beliefs they value in the people they work with.

When you’re aligned with their critical business objectives and core beliefs, clients want to work with you.

Rule 4: Raise Priorities
It’s an absolute imperative to work with frazzled prospects on their priority projects. With their limited capacity, that’s all they can currently focus on. Because your prospect’s priorities are constantly shifting, you need to be alert to what’s going on in their organization.

When you raise priorities, your sales process goes much faster and you get the business with less competition.

Relationship selling isn’t dead. In fact, it’s more alive than ever before. You still need to connect with your prospects on a personal level, but it’s no longer sufficient.

You have to earn the right to have a relationship with them first.

They want your expertise focused on their priority business objectives, issues and challenges. They want you to continually bring them fresh ideas and provocative insights. They’re looking for you to simplify the complex and make their life easy.When you do this, they’ll be friends forever.
—-
Want to learn more about the new rules of selling to crazy-busy prospects? To get four FREE sales-accelerating tools and download two chapters of SNAP Selling, visit www.SnapSelling.com or email jill@snapselling.com

IS PASSION NECESSARY FOR SUCCESS?

by Hank Trisler

A number of years ago I began a correspond-
ence with Howard, a young man who had bought No Bull Selling and wrote for clarification on some issues. I've enjoyed our little chats, as Howard often asks thought-provoking questions.

Recently, the company for which Howard had been working shut down his sales office and gave him the Rubber Key. This gives him an opportunity for a career adjustment and Howard is facing that opportunity with characteristic introspection. Appearing below is a message he sent me this afternoon. I'm hoping you will give him some important insights and enlighten me, as well.

Hank,

Many super successful people say that you should follow your passion when selecting your career.  Here are a few examples:

"If you want to make a lot of money go to Wall Street.  More importantly though, do what you would do for free.  Having passion for what you do is the most important thing.  I love what I do." - Warren Buffett

"I'm a firm believer that you need to love what you're doing to be successful at it.  Passion is a must for great success." - Donald Trump

"This life lesson, which first clicked for me at age twenty-eight and has continued to show up at various crossroads since that time, is that there is no Plan B for passion.  Do what you love and love what you do.  Plan A has to come first.  Besides, Plan B sucks!" - Chris Gardner

On the other hand, you have someone like Larry Winget who says:

"Passion is a load of crap.  I know many passionate people.  They are passionately stupid, passionately wrong and passionately incompetent.  Passion and success have about as much to do with each other as gravy and Raisin Bran.  But this is the trash being dumped on us by the ill-informed motivational idiots who know little about true success but are quick to tell you how to achieve it.  No business ever makes it based on passion.  No successful business person every made it to the top based on passion." 

Wow, talk about opposite extremes!  What do you make of that?  Who's right?  In my job search, should I only accept a position if I'm "passionate" about it, or should I accept a "good" job when I find one and focus on making a living for my family?  I'd love to hear your thoughts.

Thanks, 

Howard

Now, I don't know Larry Winget, but he strikes me as a brass-bound idiot. I can think of few outlooks as bleak as facing a long life doing something about which I feel no passion.

What do you think?

THRIVING IN A TOXIC ATMOSPHERE

by Hank Trisler

My email tells me that President Obama is driving us all to hell in a handbasket. He's screwed up healthcare and is swamping us under an avalanche of illegal aliens.

Congress is passing all manner of laws from which they are exempt. 

Global warming is melting the icecaps and threatening to submerge our very continents.

Those parts left sticking up will soon be rendered uninhabitable by the chemtrails of toxic materials being laid down daily by jet aircraft.

My morning paper tells me that the City of San Francisco is going to boycott the state of Arizona because of an immigration law they just passed.

What the hell is going on? Are these people all nuts? Is there no good news anymore? I feel like I'm wallowing in a sea of negativity and this is not particularly good, as I have a business to run. I haven't time for all this angst. I can't afford the luxury of stinking thinking.

What am I going to do? What are you going to do? How can we thrive in this toxic atmosphere?

Speaking only for myself, I'm going to severely limit my exposure to negative information. Yes, I know "denial" is not a river in Egypt, but I just can't continue to stand here and get splattered with crap.

As regards every piece of information that comes to me, I'm going to ask myself, "Can I do anything about this?"

Much of the data inundating me is completely beyond my control. Yes, Obama is ruining the country, but damn it we elected him and we have to let him run his course, like a bad case of the flu. 

There is absolutely nothing I can do about chemtrails. Write my elected representatives? Surely you jest. These poor bastards are in worse shape than the rest of us, just trying to hold onto their jobs. They can't do anything and probably wouldn't if they could.

When I have determined there is nothing I can do, that's exactly what I'm going to do. NOTHING! I'm going to do nothing and I'm not going to let some clown make me feel guilty about it.

The next question is, "Should I do something about it?" In the past, when I have gotten a negative email, along with a request for some futile action, I have forwarded it along to a select group of people whom I would seemingly like to make as miserable as I am. NO MORE.

The only emails I'm forwarding will have to do with puppies and kittens and funny jokes. I'm not only going to focus on making myself feel better, but spreading the good feelings to those around me.

I'm going to call some people with whom I have not spoken in a while and tell them what they mean to me. Tell them how important they are. It may shock and frighten them, but that's their problem.

Does this make any sense to you? Have you any methods for dealing with negativity that you'd be willing to share? Please consider this your forum to do so.

HE LIKES ME...

by Hank Trisler

Jennifer, who teaches my "gentle" yoga class, recently returned from a month's excursion to India. Naturally, she was eager to teach us all she'd learned. After a half-hour of her forcibly dismembering us, I asked her what the Hindi word for "gentle" was.

She admitted she didn't know, which I allowed was all too obvious. Several of us had a little chortle and we went on to complete an hour-and-a-quarter of medieval torture.

After the class, a stern faced gentleman--unknown to me--strode up to me and told me that yoga was a meditative process and that comments like mine were not appropriate.

Well now, I'm not real accustomed to people telling me what is or is not appropriate and I don't wish to become so accustomed. I told him I was thankful to him for helping me correct my behavior in such a way as to be more acceptable to him, but I really didn't mean it. I had the jaws.

Now I should be a big enough boy to laugh this sort of thing off, but I guess I'm not. Every time I'd see this guy, I'd get the jaws all over again and fix him with the notorious "stink eye." He would return in kind and we'd stalk around the room like a couple of dogs with their backs up. I don't know if he was enjoying this, but I wasn't. I hate to spend all my time angry. Especially in yoga class.

Paul Castain wrote in his excellent Sales Playbook blog about having a grim expression on his face as a natural state. Well, I must admit to the same shortcoming. I think I'm just looking serious, but folks have told me I look like I just ate a piece of excrement. I thought about how I look when I'm with people who like me. I smile. They smile. We smile. I wondered how I would look at the fellow in my yoga class if I thought he liked me and decided to smile at him.

Yesterday, I smiled at him and bade him a "GOOD MORNING." He looked like I slapped him. Obviously he hadn't experienced the same revelation that I had. I decided to further enlighten him by telling others of my discovery. I pointed him out to several people in the class and told them that he liked me. He must like me, or he wouldn't go out of his way to help me correct my behavior. They all agreed that he must like me and we smiled. He didn't, but I'm sure he'll come around in the fullness of time.

I meet people while walking my dog and usually just nod. I figured that's enough for people I don't even know. For the past couple of days, I've been doing something different with those I encounter. As I approach them, I think,  "He/she likes me," and it makes me smile. Almost without exception, everyone has smiled back at me. It's kind of fun. They're smiling, I'm smiling, we're smiling. Sure beats hell out of having the crimson posterior all the time.

If you're in a sporting mood, try thinking that everyone you meet likes you and see if it makes you smile more. I'd sure be interested in getting some more experiences to add to my research.

CUSTOMER CONFRONTATION

by Hank Trisler

Nick's on Main is a terrific little restaurant in Los Gatos, about 7 miles from me. I love the place and am especially fond of his meatloaf, which is without equal. Nick is a friendly and attentive owner and a master chef. I see him two or three times a week at my tennis club and always look forward to dining with him. That's why I was so surprised at recent events.

Barbara and I went to Nick's last week, anticipating our usual extremely gratifying experience.We were somewhat less than enthused. The Kobe Burger was well-done, rather than Medium-rare. It was still good, but not what we had expected. My Pulled Pork Sandwich was tasty, but oozed oil like an old Chevrolet.

Nick came out of the kitchen to see how we were enjoying out lunch, as is his custom. We told him it was just fine.

Damn. Why did we lie to him? We had just been bitching to each other and Nick comes out and we tell him everything is alright. We've asked ourselves that several times in the past few days and some answers have surfaced.

1. We didn't want to hurt his feelings. Chefs are notoriously touchy about their offerings and we didn't want to cause a scene.
    
2. We felt there was nothing to be gained. In the worst case he'd tell us to go to hell and find someplace else to eat. We knew better than that about Nick. In the best case, he'd offer to take back the food or credit us for the check. We didn't want either of those, as we'd already eaten most of the food and don't want a credit on the bill for food we had eaten. There was really nothing at that point that Nick could do. 

So we took the coward's way out and smiled and left and then I wrote a less-than-favorable review in Yelp. Oh, it wasn't a bomb, I gave him three out of five stars, but it was not what he was accustomed to and it pissed him off.

This morning, in the locker room, he asked me why I had written a poor review when I had told him all was well. I felt like the time my father had caught me stealing nickels out of the Coke machine. I twisted my toe in the carpet and made a bunch of lame excuses and eventually simply apologized. He said he didn't want an apology, but that's all I could do.

We parted with neither of us feeling really good about the relationship.

It set me to wondering how many of my past customers felt less than pleased with my efforts on their behalf and yet said nothing because they were being polite and protecting my feelings? How can I improve if I don't get that feedback? What if I ask and they just lie to me, like I lied to Nick?

What about a third party, like Yelp, to provide feedback? That hadn't worked real well, either. Nick got the feedback and it pissed him off. I'll not be doing that soon again.

Could that be one of the lessons to be learned? That there is no such thing as bad feedback, no matter from whence it comes? That even if my feelings are hurt, I have to smile and thank the customer for an opportunity to improve my product/service?

What other lessons can you take away from this experience? 

Here's one. Go to Los Gatos and Nick's on Main. Order Nani's meatloaf. You'll never have flipped a lip over anything better.