I know… I know… I’ve been missing in action for awhile.What started out as a short stint of national service working for the US Census turned into a longer than expected tenure with the Bureau accompanied by some research on my part and then into some good lessons I can pass on to you.
I borrowed the title of this blog entry from the book by the same name authored by Bethany McLean and Peter Elkind (Portfolio Hardcover, October 2003) that detailed the Enron scandal and collapse with the people involved.The Enron executives, financial managers, and oil traders displayed a level of individual and institutional arrogance (along with their greed!) that hadn’t been seen in a successful modern business.They dismissed criticism as ignorance or sour grapes by their competitors and financial analysts.These folks had a reputation for being smarter than other people.But the problem started when they began believing their own press clippings and told outsiders they either wouldn’t understand their business model or to give too much detail would be disclosing their proprietary information.
This arrogance is not a gender specific problem.I’ve seen these same traits in women.Although the number has been fewer, I suspect the percentage may be lower even though I don’t have any statistically valid data to base it on.Arrogance is simply not limited by gender or the working environment.I’ve seen it at the top of the corporate hierarchy and on the front lines of a business.Arrogance can be displayed in several different ways.
I found working at the US Census Bureau to be a far more interesting experience than I ever expected it to be.It was fascinating to learn how the “counting” process works and the number of different operations that were involved in it.It was far more complex than sending out surveys to all the people living in the United States and then tabulating the results.And I got to work with a bunch of very interesting people!
People interested in working for the Census were instructed to contact their local Census office, complete an application, take an employment test, and undergo a background check.The employment test measured a person’s ability to follow directions, reach logical conclusions, read maps, simple math, and basic supervisory skills.Employment was then based on test score results, multi-language skill, and veteran’s preference without any personal interviews.People with the highest scores were called first and offered a particular job. If accepted, you were scheduled to go to the office for several days training.My job was in the office as part of Field Operations doing all the mapping, assignment preparation, tracking, and reporting.
It’s the people part that I found most fascinating.Without question, the quality of the people working for the Census this year is higher than it’s ever been and not just because I was working there.I’m sure it was a direct result of a troubled economy with high unemployment.All of the people I was working with all had perfect test scores and were either multi-lingual or had a veteran’s preference, or both.They were very bright folks… senior level managers, financial professionals, and engineers.And perhaps some of the smartest guys in the room!
From the beginning, we were told to carefully follow directions and not try to improve any part of the processes.The biggest problem with getting really bright people to do some fairly mundane tasks is that they want to improve things – change processes and bypass steps. That isn’t necessarily bad if people are aware of the entire process.On the surface, some of the processes did seem superfluous and a waste of time if you didn’t know how a task fits in the whole process.But there was never time to learn the entire process from start to finish.These were smart people but we were told only what we needed to know in order to perform the current task of the operation we were performing.We went from one operation into another with a bare minimum of training and using fairly antiquated computer systems in the process.It was only in hindsight after having been a part of several of the operations that we might realize why we did some of the things we did in previous operations.
The people that had problems working at the Census were those folks that took it upon themselves to change things without knowing why things were done in a certain way and without telling anyone that they were making changes!Several times we would have to start reprocessing some of the work we had done because someone decided to make a change without the proper approvals.
It seemed like there were a few people who had been unemployed and wanted to show the other folks at the Census that they were the smartest guys in the room because they knew their changes would make things better when in reality it made things worse!I had one person who always wanted to show me how they had improved the process.I kept telling this person just to do it the way we were instructed… no improvements!My job wasn’t to change the Census but to get it done the way it was directed by the Census officials.
So here’s where I discovered the lesson.I should always focus on being of service – whether it’s to my employer, my fellow workers, or to my customers.Do what’s asked of me to do… to the best of my ability… with a good, positive attitude.Make suggestions but not changes unless it’s agreed to by the appropriate, responsible people.Focus on understanding how this piece fits into the puzzle of what you’re doing.I know it sounds hokey but it’s amazing to me what happens when I do all of those things.
I think this lesson translates directly into sales.Focus on understanding your customer’s problems.Understand those problems from the customer’s point of view.Then apply the solution you offer to help them solve their problems.It’s extremely arrogant of me to assume I understand what my customer wants before I give them the opportunity to help me understand their point of view.The real “smarts” are used to understand their problem… not explaining or telling them how my solution works.Smart people listen.
Give it a try and see what happens!
Until next time…
DF
MAR
2010
9
Getting Energized
I find that my performance level seems to have a lifecycle all of its own.It goes in a circular fashion from a state of contentment to decline to fear to study to practice to incorporation to improvement and back to contentment.This cycle has repeated itself over and over again throughout my career.I’m not sure that I’m any different than anyone else but I sure take a lot more notice of my performance level when it’s on the downward side of the cycle with me!I find it particularly interesting that I wait until I enter either the state of decline or fear before I start to seek out improvement.
The onset of decline isn’t always a catalyst to action.But when decline lasts an extended period of time or the resulting drop in performance clearly indicates the onset of negative consequences, the state of decline changes to fear.Nothing seems to energize me more to change what I’m doing than fear.At least that’s what I used to think.
Looking back over my career, I noticed I haven’t always waited for a decline or fear in my prior to seeking improvement.As I examined those situations at a deeper level, I’ve found a common denominator for continuous improvement in my performance level.It boils down to one thing -- creativity.And it’s not always that the creativity resides within me.Actually, it’s most often that the creative forces are outside of me!
I find creativity, whether it’s in me or around me, to be inspiring.But it does more than that.I find it energizing as well!It gives me the inspiration and energy to improve what I’m doing and how I’m doing it without just sitting in a state of contentment.It really is a powerful force!
When I started in the computer software business, I worked with some of the most creative people I’ve ever known.I never thought I was a creative person.I didn’t think that was part of what I brought to the table.It turns out my expertise was implementation.It made for a complementary skill set.And yet I was as energized as if I possessed the creativity myself.I see it in athletics all the time.Think about how often a great player (or even coach!) helps all his teammates to play the game at a level above their ability.
Periodically, I need to ramp up my energy in order to effect change.I find the best anecdote is for me to get around some creative people.Soak it in.Don’t compare their creativity to yours.That’s not the point.I don’t know whether the creativity is contagious, but the energy it generates has a very positive effect on me.All I need to do is be around it.
Several years ago I was invited to visit the Pixar facility in Emeryville.Although I thought it would be interesting, I had no idea the effect it would have on me.On entering the building, I began to sense this was a very different place than anywhere I’d been before.When I was taken on the tour of where the artists and directors offices were located, I was truly amazed.As I came around a corner to this area, it was like entering a street in some whimsical village.Rather than standard offices or the cubicles found in high tech companies, Pixar allowed these high value employees to build out their office and its façade into whatever they wanted within some sort of budget constraints.I’ve never seen anything like it before or since!I will tell you that I had a tremendous rush of creative energy that lasted several days following my visit.
I also find that my interests outside of this business have an influence on my creative ability. I look for ways to develop these interests. I’m then rewarded with increased creativity, energy, and willingness to find ways to improve my performance in this business.I believe it has something to do with allowing my subconscious mind to do some of the work for me, solving some of my problems or issues, while I’m focused on an entirely different activity.
If you don’t already have an outside interest, find an activity that will recharge your batteries.Allow yourself to do it -- particularly when you get stuck on a task.My mind seems to work better when I use more parts of it!If I do these things -- develop my creative energy -- I find I keep myself in a tighter lifecycle of continuous improvement of my performance rather than settling into a state of contentment that will likely lead only to decline and fear.
In a difficult economy, sitting still is rarely the answer.It’s all about doing something different.Get energized so you can do it!
Until next time…
DF
FEB
2010
16
Do Something Different!
In my last entry I indicated that it was time for a new beginning.Highlighted by the current recessionary mess, I discovered an underlying shift taking place in the sales paradigm moving from “selling” to a more service and education focus.Brought on by the dot com revolution of the late 1990’s and early 2000’s, customers were allowed to explore on their own via the internet what they believed they needed.They didn’t want to be “sold.”Now I don’t ever recall anyone ever wanting to be “sold” anything!It seems to me people have always wanted to simply get access to information so that they could make their own decisions.
But there’s something else going on as part of this paradigm shift that’s related to making our buying decisions.In the past, buying motivation and decisions were based either on what could be gained (“moving towards”/pleasurable reasons) or problems to be avoided (“moving away from”/pain based reasons).I’m starting to see a new motivation factor that appears to be a variation and combination on those two.It’s what I call the “Do nothing that could cause my business to fail” factor.It’s absolute risk avoidance.I suspect that some businesses are stretched so thin there remains no margin for error.The slightest misstep could be the proverbial “straw that broke the camel’s back” and jeopardize the business’s survival or be the cause of the business to fail.
That doesn’t mean people aren’t buying.Although the number of transactions and their size may be down in a lot of areas and market segments, there are still products and services being consumed.And this is where we get back to the paradigm shift towards more service.People buy from people they trust.And a good way to develop trust is to be of service to your potential customers whether their purchase timeframe is immediate or some time in the future.I really mean being of service… expecting nothing in return… just trying to help or assist a potential buyer.When people receive this kind of service they remember and the memory goes deep inside of them.
I also believe it’s important that this new service mentality goes across the entire sales process – start to finish.It must be ever present… otherwise I think it will be perceived as some new gimmick… not a true service orientation.For the memory of the service to get deeply ingrained in someone, it must be reinforced throughout the buyer’s information gathering process and every contact they may have with you.That’s where you do something different.Don’t do the same old sales “moves.”Find a way to transform what you’ve done in the past to a way of providing service for your potential customer.
When prospecting, we want to find new ways to attract and draw prospective customers to us rather than using cold calling strategies that so many people find intrusive.Get the word out through third party articles in trade publications, search engine optimization for our websites, industry conference participation, permission-based fulfillment programs, or any other mechanism to get the word out on how we help our customers solve their problems.We want all our prospective customers to self identify and come to us for information.We want to maintain that level of attraction power in the relationship so that we’re always considered their primary source of solutions for their problems because we’re a service to them.We want to develop real trusted advisor status.
Qualifying must take on a similar tone.Rather than focusing on a series of qualifying criteria for using the product, an opt-in strategy based on finding similar characteristics to a customer testimonial provides more information regarding how an existing customer benefits from using your product or service.Prospective customers opt-in based on having similar conditions or circumstances which provide more detailed information each step of the way.
Presentations may be internet-based webinars versus the old style live “dog and pony” show.The cost of sales calls keeps getting more expensive and as companies cut back on travel budgets, more and more organizations are taking advantage of web-based product presentations and training.In some ways, product presentations can be included as part of a web-based training program detailing how several organizations (or individuals) uses your product or service to solve complex or multi-faceted problems.
Closing becomes solely a prospective customer action.I’ve always believed that when I’m providing the maximum benefit, customers close themselves and tell me what they want to buy.The services we’ve provided should be an overwhelming reason for these prospective customers to become a full fledged customer.
It doesn’t matter whether it’s prospecting, qualifying, presenting, or closing.The answer is always service.My job is to be of service for my customer.
Let me know if I can help you redefine or develop your sales process to be more service oriented.
Until next time…
DF
JAN
2010
13
New Beginnings
Happy New Year!I find there are a lot of people that are really glad that last year is done… finito!It was a difficult year for a number of people myself included.It’s now time to get my head around a “new beginning” for this year and the new decade ahead of us!
Personally, I’ve never experienced a recession first hand until this one.Oh I’ve lived through a number of them.But I’ve never felt it before.I was very fortunate to have grown up and worked in the computer software business.As the industry grew, my career exploded as well as the companies I worked for during the recession.
I was aware of the Recession of 1969-1970.Although I was just starting out, the company I worked for at the time was struggling but being so new in the workforce I didn’t feel it.My company went out of business – the sheriff came and locked up the facility – but my entire software group got hired by another company the a day after the business closed!
During the 1973-1975 Recession, I was transitioning into a career change from being a techy into becoming a sales representative and moving up in the sales management ranks.I worked for a company that was involved in leading edge communications technology so although capital spending may have slowed, in our particular market niche, business was booming.
When the 1980 Recession came along, it was followed very rapidly by the recession of 1981-1982.I had just changed jobs and was involved in building a sales and support organization for a mainframe data base management systems software company.Again, even with a decline in capital expenditure spending, our business was booming.We even transitioned from a private to a publicly traded company on the NASDAQ exchange.We were growing as a company at over 40% a year!
At the time of the Early 1990’s recession, I had gone out on my own as a consultant and was building my first sales training and consulting company.Business seemed slow but I wrote most of that off to the general dilemma of establishing a new business.After all, I was building my customer base and making money.
After a couple of stints of employment working for two large financial services companies, I once again headed out on my own in 2000, just in time for the recession of 2001.Following one of the longest periods of economic growth in our history, two key events happened – the dot com bust and the terrorist attacks of 9/11.The dot com bust didn’t dramatically effect my business because most of the time I found I couldn’t really help those companies.They seemed to be driven by an order-taking mentality rather than a value based proposition guided by professional sales people.I’m going to come back to this point in just a bit because I think there was more going on than any of us have realized.
When 9/11 happened, I found business just abruptly stopped.Just like the attack, there was no warning.No slow down.Business came to a screeching halt.People were in shock and couldn’t seem to do anything.That event probably became the catalyst to get us all and our economy moving again.The recession ended two months later.The American people were simply not going to allow terrorists to have that kind of impact or control over our lives.
That brings us to the start of the current recession in December 2007.This one seemed to come on just about as abruptly as the 9/11 attacks!At least it seemed that way to me.I sure didn’t see it coming.All of a sudden we were in the middle of a huge mess.The mortgage market dried up… houses stopped selling… real estate prices started to decline… and financial institutions that everyone thought were invulnerable started failing!And this could well be the longest recessionary period in our history!I like to characterize it as the period where Gordon Gecko (Michael Douglas’s character in the movie “Wall Street” who uttered those famous words “Greed is good!”) meets the end of the Greater Fool Theory related to the long running real estate market boom fueled in the end by stated income mortgages.
That brings us to right here… right now!It’s time for a new beginning.And I don’t mean just starting over with great resolve and working harder.We truly need to be working smarter and figuring out the new sales paradigm.This is where I want to go back to the point I was about to make in the discussion of the dot com bust during the 2001 recession.
The paradigm shift to an order-taking mentality during the dot com boom ultimately empowered buyers to do more on their own.I think that’s a good thing.Smart buyers make good buying decisions.I’ve always believed that the products I represented were the best available to solve my buyer’s problem.I want the buyer to make a good decision to buy the best product.To me that means my product.
Our role as professional sales people is shifting.It’s not the old dog and pony show of live presentations.Now it’s done with online demonstrations and webinars.There are no more trial closes or cold calls for that matter.Buyer’s learned to find information on their own for the desired products and services through incredible technology and the aid of the internet.With caller id, text messaging, email, and live chats via the internet, you are unlikely to make live contact with a buyer unless they want to and believe it’s in their interest.
Today, it’s all about service.We are a resource to help educate the buyer to make even smarter decisions than they would on their own.Help them see what they may not see without some guidance.Make sure they don’t overlook anything.Give them the best price.Share your other customers experience with using your products.Don’t worry about your commission or bonus.If you help your customers get what they want, chances are you won’t have to worry about your own compensation.
So what’s your new beginning going to be about?I’d love to hear your thoughts.Maybe I can help.
