Can I motivate you?

“My team isn’t motivated. Can you train them to be motivated?”

Yes, I have gotten this request a number of times throughout my career. 

Which leads to the question: can you make people be motivated? 

Can I motivate you?

Sure I can. it's just not going to last very long. It's easy to give a motivational speech, get everyone hyped up, and then send people on their way. Are they still hyped up 3 weeks, 2 weeks, even 1 week later? That type of motivation - a one time “rah-rah, you CAN do anything” - doesn't last very long, it's not enduring. If we want people motivated, we need to realize that motivation comes from within. True long-term motivation is something that comes from within ourselves. As a Leader, if I want my team members and my colleagues to be motivated to perform well, I need to do more. I need to create a motivating environment.

But wait! Didn't I just say that I can't motivate people?  I did. The key is finding out what motivates each of my team members. Everyone's motivation can be different. If I'm going to be an effective and successful leader, I need to take the time and discover my team's motivation triggers. 

Some people are motivated by money. They see money as the ultimate stick by which to measure themselves against other people. Others are motivated by recognition. Positive affirmations are essential to their well-being. Some people are motivated by perks and benefits. Additionally, there may be team members who are motivated by the social aspects of a job such as meeting new people, celebrating occasions, or having an overall “fun” environment. You won’t know, though until you ask.  

I know many leaders will say they don't have time for these types of conversations. my response is that you don't have time not to - you will spend extra time trying to keep people engaged in the workplace while having no idea how to engage them.

Flexibility is Key

I am writing this on a train. I was supposed to be home 2 days ago. My husband and I had just spent a short (but lovely!) vacation in Key West, FL. Our flight back into Newark Liberty was scheduled for Tuesday, June 27th. If you've been following the news you know that tons of flights were cancelled due to bad weather. We rebooked for the earliest flight home - out of Miami today. We woke up to a text informing us that had been cancelled, too. Rather than waiting around for the next available flight (Saturday? Sunday?) I remembered the best piece of travel advice I've ever been given: trains go when planes don't. We booked 2 tickets on Amtrak. 45 minutes later, we were showered, dressed, re-packed and on our way to the train station. 

Why am I sharing this story? 

Flexibility is key. We could have been waiting for days in Key West for a flight. I know there are worse places to be stuck (Chicago in a blizzard, anyone?) but hotel rooms in KW are expensive and not all our work can be done remotely. Instead of grousing about appointments that had to be rescheduled and vacation days burned (husband's), we decided to have an adventure. Two extra days in the Keys allowed us to eat at restaurants we hadn't been to in a while. We had a great drive up to Miami. Now we're spending 26 hours on a train, watching the east coast of the US go by. 

When we approach unexpected or difficult situations with a flexible mindset, we'll find it easier to resolve them. It's when we think there's only one solution or that our solution is the only one that we have problems, It's easier to communicate (and with less stress!) when we keep an open mind. 

Being flexible lets you adapt your communication style and approach based on the needs and preferences of the people you work with or do business with. Being flexible allows you to meet others where they are and this can give you an edge.

Conflicts and disagreements happen. Whether in a selling situation, serving customers, or getting along with coworkers, flexibility gives you a better way. When you open yourself to different perspectives, listen actively, and adapt your communication style, you'll navigate conflicts more effectively and find mutually beneficial solutions.

Think of communication as an opportunity for an unexpected adventure. One that will give you less stress, more harmony and more of your objectives achieved.  

BTW, it's a 26 hour trip from Miami to Newark Penn Station in NJ. I'll still be home earlier than if I had waited for a flight. Flexibility = Objective Achieved.

New Beginnings

I stopped writing this blog several years ago when I decided to focus my energies and talents elsewhere (that's a very abbreviated version of a much longer story to tell another day!). I explored other options. In the end, I find I'm still passionate about the subject of communication skills and their importance to our success. In fact, I'm probably even more passionate than I was before. 

I may revisit topics I covered in the past with the added perspective that comes with time, distance and new experiences. Other topics will be brand new. In any case, I welcome your comments. Agree with me, respectfully disagree with me (and please tell me why), it's all good.

The way we communicate with others shapes our work, our relationships, our lives. I find that when I'm at my best, everything becomes easier. Work discussions are more fruitful and the clarity it gives me helps me to get better results.  I find I'm in a better mood, too. That's because when I communicate clearly and effectively, I've eliminated much of the conflict that is often unnecessary.  So my day runs better. 

Join me. We'll explore best practices and share some "OMG, did that really happen?" stories about communication.

Are Your Prospects Scratching Their Heads?

I received a "robo" call from Verizon offering me discounts, etc to change my phone plan. The call instructed me to press any key to be connected with an operator. I did so and got a recording that "due to high call volume all our operators are busy now" I was then informed that there was a 5 minute wait for an operator. (OK, this is where we scratch our heads.)


So, let me get this straight. An organization is prospecting yet expects people to wait to speak to someone? Needless to say, I hung up.


BTW, I was actually trying to get my phone number off their list. As I'm sure other callers were trying to do as well. But what about the people that actually did want to learn about Verizon services? How many of them hung up instead of waiting?

Let's use this as an opportunity. Consider it an "Aha" moment, if you will. Ask yourself, have you created procedures to make it easy to buy from you? Did you instead create situations where you are alienating potential customers from doing business with you?

Sometimes you need to be able to step back and look at your procedures from the perspectives of the people with whom you want to do business. Have you made it easy for them? You'll get more sales and have more satisfied customers when you make it easy to do business with you.

Sweat the Small Stuff

What's the secret to success? Sweat the small stuff. That means paying attention to the details.


In order to provide excellent customer service, our employees must be able to communicate effectively, politely and they should genuinely care for the customers. This doesn't happen by itself. How we interact with friends and family is not necessarily a model for how we should interact with customers and prospective customers. This will require training and a development of skills necessary to carry out activities. Just because we care, that doesn't mean we are showing it in a manner that others would recognize. Do you know how your voice sounds? What does your face look like when you show empathy? How does your body language connect with the message your voice is giving?


It requires sweating the small stuff to ensure that an encounter with a customer or prospective customer ends on a positive note.


We need to ensure that our employees can actually solve problems for our customers. Have we given them the tools to do so? Clear cut guidelines help your staff know the boundaries as well as what's expected of them. Give people the ability to solve problems. Put procedures into place so people clearly know where they stand. Reward people for going above and beyond.


Then take it a step further. What needs to be done to avoid the service issues in the first place? Is it product based? Is it the result of unclear policies and procedures? Keep a log of service issues and incidents. Actively work to cut down on the factors creating them in the first place.


We need to create companies that create cultures where providing the best products and the best service is not just words on a poster. "Good enough" should never be tolerated...and, yes, you must sweat the small stuff. I hate that phrase by the way, "Don't sweat the small stuff - and it's all small stuff". It gives permission not to care. Just because it's small to you, doesn't mean it's not big to your customers.


Respect your customers. Do you value them as the reasons for your continued success or are they simply dollar bills to be pocketed? Your attitude is also felt by your employees. They'll take their cues from you.


Great success requires great effort. Sweating the small stuff - how you act, how you react, your attention to details - all combine to lift your efforts above others. Commit to it and reap the rewards.

Is Your Phone Sales Opening a Cliche?

Have you taken the time to think about your telephone presentations lately? 

Many people tell me that possibly the hardest thing to do these days is reach the decision maker. But what happens when you do reach them? Are you making the most of your opportunity? Have you created an opening that makes people want to listen to you and become active participants in the conversation? All too often when I look at prepared scripts, I notice sentences that might look well in a direct mail piece but will either get you shot down quickly or simply won't engage your prospective customer.

Here's two cliched examples: openings that tout money savings or a saving of time and effort. It may very well be the case, but everyone says their product either 1) saves you money, 2) saves you time or 3) makes your efforts more efficient thereby also giving you savings from 1 and 2 as well. Seriously, everyone says it. Doing this actually makes it easier for a decision maker to tune you out - because you're not different from anyone else who calls - and they'll try to get off the phone as quickly as possible.

Let's think about a better way. Why not simply introduce yourself and your company name, make a quick one sentence statement about what your product is, and then ask some questions. Take the opportunity to learn more about your potential customers. In fact, one of the things you might find is that this decision maker is not a potential customer. Isn't better to find that out up front? Isn't it better to learn who you should be talking to or know that currently your products/services are not a good match for a particular organization?

Sit down and review your opening. Make it natural sounding. Avoid tired and hackneyed phrases. Take the time, instead, to become genuinely interested in your prospect. You'll be far happier with the results.

Networking vs. Using the Phone

Anyone who knows me in a professional capacity knows that I am a big proponent of networking. It's important to make connections - they lead to opportunities.

However, it would be a mistake to think that all businesses can grow solely by networking.

Depending on your industry, you may find that the decision makers from the companies that you consider your "best customer" profile, do not attend networking events. (Seriously, I once went to an event for companies that fit my "best customer' profile and the only people there were others who wanted to make connections with these people. NONE of the people in attendance were in the "best customer" profile.)


If you think about it for a moment, you'll realize that's true.

If you've ever held a position that was not in sales, you'll know that most people do not attend networking events as part of their job. They come into work at 8 and leave by 6. Oh, on occasion they might attend a professional event, but that's pretty rare. They don't see or don't feel they have a need for the value of networking.

So what to do to reach them?

In the end, you've got to pick up the phone and call. And yes, that's frustrating.... and yes, it's not nearly as pleasant as talking to people with a canape in one hand and a glass of wine in the other... BUT it's probably more effective.

If you want to increase your business, use your phone for results.

Go ahead, go to the networking events for some human contact - particularly if you work solo - or to build alliances. Increasing your sales revenues? Pick up the phone.

(psst.... Need to know how to do that effectively and efficiently? Check out www.krgcommunications.com or send me a message at info@krgcommunications.com)