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.

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)

Sales Experience is NOT all the Same

I've been reading a discussion on one of the Inside Sales boards I follow, the gist of which is that most sales managers would rather hire for sales experience than industry experience. I'm not going to disagree but I am going to posit that the issue is actually more complicated.


There are many different types of sales and most of them boil down to transactional vs. consultative. I've had the opportunity to work with both types and I've seen people go from being very successful in one and then failing when they take on a job in the other. They are usually dumbfounded and can't understand why. "I was a crack closer" they'll say. "I always exceeded my quota", they'll claim. They're right - they did. But that's not the whole story.

Let's face it, closing a sale for a car or a home improvement can be done in one call. Closing on a high dollar sale in a large business can not. Now, it's not that the skill set is different per se, but that the skills are used differently. I'll need to hand hold more people. I need to build consensus - on teams, across departments and divisions in some cases. It's a slower process. I'll ask the great questions, I'll be prepared to take my opening. However, if I don't understand how the sales process works, I'm not going to get anywhere. It works in reverse, too. If I've worked in high dollar b to b sales and now I find myself selling lower dollar, high volume consumer goods, it's going to take a while to find my footing. Unfortunately, some people never will.


So, my bottom line isn't just going to be sales experience, it's how that sales experience has been acquired and how willing the sales professional will be to learn and make changes as necessary. Everyone can learn, everyone can grow. We must be willing to take those steps and most importantly we must understand that those steps must be taken. Sales hotshot in Company A doesn't automatically translate to sales hotshot in Company B. 

As managers and trainers it's our responsibility to make sure this transition goes smoothly. On boarding and on going training and coaching are essential to the success of every salesperson who joins your team. 

Need some help making this happen in your organization? For more information, contact me at info@krgcommunications.com  

www.krgcommunications.com 

A Key Ingredient for Sales and Service Success

Can you feel the love? The like? The Dislike? The Frustration?

Do you have the ability to figuratively step into another's shoes and feel what they do?

Can you look up from your smartphone and connect with someone else? Can you stand not being the center of your universe?

Why do I ask these questions? Simple. Being able to communicate effectively requires the ability to put yourself in someone else's shoes. Only when we can empathize and sympathize with others can we truly find the common ground necessary for any kind of relationship - either business or personal.

We need to connect with people. At it's very heart, sales and service is about forging connections - with suppliers, with co-workers, with customers and prospects. Companies who take a "this is what we sell, this is how we service" attitude without taking into consideration the needs of others will not find themselves successful in business for very long. Sales and service personnel will not find themselves employed for long either. 

Walk a mile in someone's shoes. 

Vital to Your Success 3: Yet One More Role for the Inside Sales Manager

Enforcer


Sadly, this is what most people think about first when they think about the role of the Inside Sales Manager. It is actually the least important role. If a manager does a great job of developing, coaching and motivating, enforcing becomes the least of the duties - because most of the time you won't have to. 

That’s not to say that enforcing is not important. Each inside sales unit has rules and expectations that must be complied with. Chaos and a lack of results is not acceptable. By using positive reinforcement and taking the time to develop, coach and motivate a sales staff, enforcement of the rules will simply make sense as opposed to being rules imposed by “them” and resented (and therefore made to be broken) by “us”.


However, it is a manager’s responsibility to make sure that the unit is run effectively and efficiently. The manager should not be afraid to make the tough calls. For example, if a sales rep repeatedly does not achieve their goals, even after being coached and given all the necessary tools for success – including learning and development opportunities – the manager must make the difficult decision to terminate the sales rep. If the sales rep repeatedly comes in late or leaves early, the manager must make sure the sales rep knows the rules and if the rules continue to be violated, the sales rep must be terminated.


Being a manager who’s focused on positives does not mean being a poor manager. It does mean being able to make the difficult decisions. Being overly tough doesn't work but neither does being weak. An Inside Sales Manager who who manages their unit fairly and openly, doesn't play favorites and actively works with all members of the team to ensure their success is respected not feared. Respect will get you much better results. 

Vital to Your Success: The Roles of the Inside Sales Manager

The role of the Inside Sales Manager is a critical function. Unlike many other jobs with the term "manager", an inside sales manager is dependent on others to achieve their goals. They accomplish their goals through others. They are several roles an Inside Sales Manager must play. Among them are:

Developer
A great Inside Sales Manager knows the value of developing their staff. Keeping people at the same level of performance and responsibility is boring for many and ultimately dissatisfying for most. Developers make a point to cultivate the skills and potential of their staff. They take the time to help their staff both individually and collectively obtain the skills they will need to be successful at their jobs. 

Inside Sales Manager knows the value of developing their staff. Keeping people at the same level of performance and responsibility is boring for many and ultimately dissatisfying for most. Develops make a point to develop the skills and potential of their staff. They take the time to help their staff both individually and collectively develop the skills they will need to be successful at their jobs.  A great developer provides formal and informal opportunities for learning and development. They give greater responsibilities were appropriate ty & possibilities for growth

 A great developer provides formal and informal opportunities for learning and development. They give greater responsibilities where appropriate and activity look for possibilities for growth.

Coach
A coach makes sure that each person on their team is working to their potential. Coaching is generally done on a one on one basis. Spends time helping to hone skills then reaps rewards of increased sales just as an athletic coach wins more games.

Coaches take the time to discover what works and doesn't for each individual reporting to him. This is an individualized approach. It requires paying attention to what the rep says on the phone and  what they do not. Observing work habits and not being afraid to say something.

Yes, I've used the work "afraid" Many managers fail at coaching because they are afraid. Perhaps they've not been trained for it. Perhaps they dislike confrontation. There are many reasons manager fall down on the job when it comes to coaching.  Think of it as a sales situation. Map out your goal and the best way to achieve it. Just like each of your prospects and customers are different, so are your sales reps.

Get the best out of them by spending time with each and modifying - individualizing - your approach. 

Converse, convey, connect...

What makes you passionate about what you do? 

What keeps you involved and motivated day after day?


For me, it's the knowledge that I've helped someone on the road to success. Whether that success is being better at their roles in a call center, helping an independent sales rep refine their technique, working with front line employees in a office to be more effective communicators or mentoring small business owners in their ability to manage, coach and motivate their sales and service staff, it's important to me that I make a difference. For me it's always been about how I can help people succeed.


Because when we work to help others - no matter how big or small an effort- good things happen all around.


In a nutshell, that's what sales and service are all about. Working to help others. Sometimes in the middle of a rough sales month or a day of really tough calls - inbound or outbound, it's easy to forget that. What makes it easier to stay on track is to have the tools and techniques that enable you to succeed.


Enable you to find passion.


I can help. If you'd like to be more effective, if you'd like your staff to be more effective in their sales or service mission and goals, I can help. This blog is called "Converse, convey, connect" because that's what we need to do in order to be successful in our sales and service relationship. If you'd like to learn more about how I can help you, here's some additional contact info:

website: www.krgcommunications.com
email: info@krgcommunications.com
phone: 973.709.1252

Secondary Sales Goals

A successful inside sales call has many components. The exact components making up the call will vary depending on the result you want.  First, you'll need to determine the goal of the call.  What is your ultimate goal? The usual answer is the sale. Then take the time determine your secondary goal. If you don't get the sale, what do you want to leave with? Often a sales rep will say that the only goal of the call is to close a sale. That’s a good goal, but many sales, particularly in the B2B arena, are not closed on the 1st attempt.


Not having a secondary goal will leave the inside sales rep and the telephone conversation muddled as well as make it more difficult to ultimately obtain the sale. Therefore, a sales rep must always ask themselves before a call “What do I want to get out of this. If I can’t make the sale in this call, what do I want?” Here are examples of secondary goals:

• Discovering the “real” decision maker or other influencers
• Finding out the “real” objections for not purchasing
• Learning the needs and wants of the potential buyer
• Scheduling a call back for a specific time

All are valid pieces of information you will want to further explore a potential sales opportunity. Decide on your secondary goals - they will help you find your way to your primary goal, the sale.

The Important Things

When you decide to engage a consultant or trainer, you want to make sure that both yourself and them feel the same way on some very basic issues. As a result, every so often I feel it's  necessary to review what's important to me.

I have a need to stay true to my core values - as a business women - as a person. For those of you who haven't yet had the opportunity to work with me, here are some insights regarding my values:

• People are your most valuable resource.
• All employees deserve to be treated with respect and dignity.
• Behavioral changes take time. Sending someone for training with no follow up or positive encouragement from management dooms the training to failure and lowers morale.
• Expect the best and you will get it. Just make sure people are given the right tools to make it happen.
• It's OK to fire someone for non-performance.
• Just because a person reports to you doesn't mean they couldn't do your job if they had the training - sometimes they've simply made different life decisions. In other words, treat people as equals with different responsibilities.
• All managers, supervisors and business owners are responsible for coaching their people to success.
• Yelling in the office is unacceptable. (unless the place is on fire)
• Employment is a two way street. Employees should earn their compensation; employers should treat people as more than just a pair of replaceable hands.
• People want to do a good job.

Finally, I'm a big believer in the golden rule.

Do unto others as you would have them do unto you.

It's important for all of us - regardless of our level or type of employment to treat each other with courtesy and respect.


BTW, did you know you can follow me on twitter? Check out @thejoannkirby

Successful Service? Go with Your Heart

Wheresoever you go, go with all your heart.    
Confucius
 

In short put your heart and soul into everything you do, This applies to sales and service jobs. Particularly if you communicate with your customers or prospects by telephone. The person calling you at the end of your shift should/must feel just as taken care of as the first person you spoke with that day. Maybe it's 5 minutes until your break and the last thing you want to deal with is a customer with a problem. You do it anyway. After all, one: it's your job and two: your job is to help the people who call in. They don't know your schedule. They just have a problem that it important to them. They're counting on you to help.

Go with your heart. Treat the inconvenient calls with the same patience and skill you give to the others. Trust me, you'll feel great about your job. If you like to help people out, sometimes it's inconvenient for you but if you stop and think about how it was probably pretty inconvenient for the customer to have a problem with your product or service, you can end your day in a great mood.You helped someone out. Shouldn't we be doing that anyway in our lives?

Go with your heart.  It's a process that keeps giving back to you.

The Difference Between Knowing and Doing

Selling is very different from many types of jobs. One very important reason is that selling is a behavior. It's not a task like keyboarding or knowing how to use Excel. Selling requires us to use our interpersonal communications skills in order to achieve our goals.

In order to use our skills to the best effect, we need to be completely comfortable using them. Being completely comfortable requires more than just writing out your presentations. You need to actually practice it. This means role playing. Now many people are not comfortable with this. However, the best way to become comfortable with any skill is to practice it until you master it. Offer to partner with co-worker - use the buddy system to help improve both your skills sets. Role play several times other a period of several days or weeks. Don't do it once. It's the repetition that helps you feel comfortable. 

This is the difference between knowing and doing.

Don't be afraid to ask for a critique. Feedback is crucial to the process. Often we are too close to be able to accurately judge how we are doing. Don't assume feedback is negative. Ask your partner: What did you like? What was good but could be better? What needs improvement? You'll notice that we took 3 steps in this feedback process. First, it's important to know what you are doing right. It gives you something to build on. Second, you want to make sure you are mastering the skill - not just going through the motions. Third, you need people to be honest enough with you to be able to tell you what areas you really need to improve. Create a plan of action for yourself based on this feedback. Think about it, practice it on your own. Use it in your sales presentations. After a few days, ask your buddy to role play with you again. See where you've improved. Repeat this process over time to see real improvement. 

See the difference between knowing and doing.

When we master a skill, the comfort level comes with it. It becomes easy to use because we've taken the time to master it. Simply attending a teleclass or a seminar won't increase your comfort level for questioning sequences by themselves. Leaving the class with a resolution to practice and use the skills - put yourself on a course of self-improvement until you master them - that will make it easy for you.

It's the difference between knowing and doing.

Be Your Own Customer

Would You Be Happy with Your Company's Service?


When was the last time you were your own customer? Have you taken the time recently to experience your organization from your customer's perspective? I was reminded of this last week while out with a friend. The restaurant was busy and noisy but that's never an excuse for poor service - after all if you want to be a successful restaurant, shouldn't the norm BE a full, busy and potentially noisy place?

The really sad thing about our experience - a process change would have avoided the entire situation. Regardless of your industry, make the time to review your processes and procedures when it comes to your customers. Take the time to be the "undercover boss" or send in trusted friends or associates.

Be honest with yourself when it comes to change. All too often we find it easy to blame individuals when we ourselves have not provided the tools and guidance needed for success. Process can often be as important as interpersonal skills. The two work best in tandem.

Chances are you only want the best when dealing with other companies or establishments. Don't your customers deserve the best as well?

Raindrops Keep Falling (and that's good!)

I really like the Dolly Parton quote I found this week (see it below). All too often, we look for the payoff without realizing the pains or sacrifices we will have to make in order to have what we want. Although, I suppose it's human nature, we have to remember that the rainbow comes after the rain... and we'll appreciate it all the more because we had to get wet first.

So sometimes we need to ask ourselves these questions - and think - really think about the answers. Can we be honest with ourselves?

• How can you be more successful in sales? 
• What do some people have that others don't?
• Do you believe salespeople are born not made? ( I don't)

Take the time to learn the secrets, those oh-so important behaviors,used by the most successful.

Here's Dolly:
"The way I see it, if you want the rainbow, you gotta put up with the rain."

Walk a Mile

All too often things go awry because people aren't communicating properly with one another. We remain in our own bubbles of want, not able - or willing - to leave them in order to learn what's important to others. We value our needs and devalue the needs of the people around us. Figuring out how to help others "win" will help you reach your goals.


Effective communication practically guarantees success and lack of communication skills makes everything harder. Here are some key concepts:

• Communication missteps
• Listening well
• Gain cooperation
• Impact of Behavior Styles on Communication Results
• Creating a Plan of Action

Since communication success can be all about understanding each other:

Don't judge any man until you have walked two moons in his moccasins.Native American Proverb

Now, wouldn't that mindset make things simpler?

Can You Help?

Have you had the opportunity to take our survey on Communication Preferences yet? It's really short - only 7 questions in all.

This research is part of a larger effort to determine preferred modes of communication and how it impacts our ability to effectively communicate with others. I'd like it to be as statistically relevant as possible so it would help to have as many completed surveys as possible.

Thanks in advance. I'll share the results afterward.


Here's the link:

 https://www.surveymonkey.com/s/26VPP3D

(you might have to cut and paste this into your browser)

Thank you!

Not So Small Stuff

I've always disliked the phrase "don't sweat the small stuff". It's always seemed to me that one of the best ways to accomplish big things is to build on the smaller stuff we have to deal with. I get that it's important not to get bogged down with meaningless details but we have to make sure that we aren't justifying sloppy shortcuts in the name of not fretting the smaller things. 

Below is a great quote from Dale Carnegie on the subject. (If you've not read Dale Carnegie - run,do not walk to your nearest library, bookstore or download his work. Seriously.)


Don't be afraid to give your best to what seemingly are small jobs. Every time you conquer one it makes you that much stronger. If you do the little jobs well, the big ones will tend to take care of themselves.


Sweat the small stuff. You'll be glad you did.

Selling for the Small Businessperson: 4 points

Many small business owners thrive on the challenge of selling their services, products and ideas. Many of them come from sales backgrounds themselves. However, it is not unusual for a business owner to be a technical or subject matter expert and not a sales person. This creates interesting situations when trying to get a company off the ground.

Just because we're convinced that our products and services are great doesn't mean that others will feel the same way, too. We need to be able to sell not only our product line but ourselves as well.

What is a selling posture? A selling posture is not physical. It is, however, the stance you take in order to be closing from the beginning of your sales call. Are you ready to sell? Are you "standing" tall and alert - ready to begin the closing process from the beginning of the process?

Distance yourself from your products. It is true that part of selling is the ability to sell yourself. For example, being able to make people trust you, rely on you; knowing that your solutions are best suited for their needs all require that you sell yourself. However, you must be able to distance your personal self from your professional persona. Often people will seem to reject you when it's really your product... and sometimes it's not even about a rejection, it may be a bad fit or the timing is wrong. When selling you need to think as though you are selling someone else's products. Give yourself the necessary distance so that you can see clearly.

Fake it 'til you make it. Not sure if you know what you're doing? That's OK, most other people don't either. If you're uncomfortable in your role as a salesperson, learn everything you can. Practice often. It gets easier.

Learn, learn, learn. Any work/job/career activity requires ongoing learning. Being able to sell your products and services is no different. Seek out opportunities to learn new selling skills and effective interpersonal behaviors. Keep in mind that even if your background is sales, selling a service can be different from selling a product. Selling a product or service that will be considered merely a transactional relationship by your customers requires different skills than a product/service that requires an ongoing relationship. You'll want to make sure that you are using the correct skill set for success.

Improve Your Sales Results: Focus on Feedback

Selling is very different from many types of jobs. One very important reason is that selling is a behavior. It's not a task like keyboarding or knowing how to use Excel. Selling requires us to use our interpersonal communications skills in order to achieve our goals.


In order to use our skills to the best effect, you need to be completely comfortable using them. Being completely comfortable requires more than just writing out your presentations. You need to actually practice it. This means role playing.The best way to become comfortable with any skill is to practice it until you master it. Offer to partner with co-worker - use the buddy system to help improve both your skills sets. Role play several times other a period of several days or weeks. Don't do it once. It's the repetition that helps you feel comfortable.


Don't be afraid to ask for a critique.Feedback is crucial to the process. Often we are too close to be able to accurately judge how we are doing. Don't assume feedback is negative. Ask your partner: 

• What did you like? 
• What was good but could be better? 
• What needs improvement? 

You'll notice that we took 3 steps in this feedback process. First, it's important to know what you are doing right. It gives you something to build on. Second, you want to make sure you are mastering the skill - not just going through the motions. Third, you need people to be honest enough with you to be able to tell you what areas you really need to improve. Create a plan of action for yourself based on this feedback. Think about it, practice it on your own. Use it in your sales presentations. After a few days, ask your buddy to role play with you again. See where you've improved. Repeat this process over time to see real improvement. 

I also recommend recording yourself for self-evaluation. Sometimes, hearing/seeing yourself is the most effective method for change. 

When you master a skill, the comfort level comes with it. It becomes easy to use because you've taken the time to master it. Simply attending a teleclass or a seminar won't increase your comfort level for questioning sequences by themselves. Leaving the class with a resolution to practice and use your skills - put yourself on a course of self-improvement until you master them - that will make it easy for you.

Maybe there is ONE secret

Here's something a little different today. I'm experimenting with different media. Homegrown to be sure but heartfelt none the less - with a little self promotion thrown in for good measure. Check it out:

I have a Secret.

..and yes, I know I've said I really don't like to use the word "secret" but it seems to fit in this instance.

4 Habits of Effective Salespeople

Out of the many things that sales people can do to be effective in their selling efforts, 4 habits stand out above - and encompass - many others.

Passion
You might not think of this as a habit per se, but getting in the habit of being passionate - about your product, your customers and selling in general will help you go about your days wanting to succeed.

Being passionate about your product helps you want to learn everything you can about it. What it does, how it works, how it helps the customers. The more you know, the more you can serve. You should also show passion regarding your co-workers. Treat them well, remember you are part of a team and do your part to help them succeed.



Prioritize
Prioritizing also encompasses time management. Think in terms of "what is the most important thing I can be doing right now?" Be sure to arrange your day strategically. Make sure your call backs are scheduled according to your prospects/customers' needs. Although you might find this inconvenient occasionally, it more than pays off in time saved because you're reaching them when they are available.

Avoid chasing accounts. You only make a pest of yourself and harden people against answering your calls. That's not to say you shouldn't be assertive in trying to reach people or close the sales, however, you do need to gauge people and make sure you're not heading into stalker territory.

Prioritize to take the time to take classes - in selling skills, service, and leadership, or pursue a specific course of study related to your field. Knowledge is key to success. It's important to make that a priority. Sometimes taking time for learning may seem like "down time" but it's really not.

Finally, remember to prioritize your time off. First, make sure you take it! Second, follow your industry and your customer's needs when scheduling time off. It may be tempting to take that spring cruise, but if that's your industry's busy season, you'll be more successful scheduling your time another time.



Persistence
I want to go back to chasing accounts for a moment. Chasing accounts is different from being persistent. Chasing an account who probably won't buy, just to see if things have changed, wastes your time. Being persistent with customers and prospects who you know are a good fit is a good use of your time.

Ask for the order. One call closes are possible and indeed expected in some industries. If you've been thorough there's no reason not to close. An effective sales person builds the close right into the entire presentation.



Professionalism
Being professional involves more than just being professional in front of your customers. Take care that your Facebook and LinkedIn pages show you to your best advantage. (Sorry, take down those old Spring Break pics from Facebook or become very familiar with Facebook privacy settings).

No yelling in the office...Ever... Really... I don't care to whom, I don't care how angry you are, it destroys professional reputations in seconds, creates a hostile working environment and doesn't help you achieve your objectives. It goes without saying (or should) that you won't yell at your prospects or customers either.

Treat the support staff well: your support staff as well as your customers' and prospects'. This also applies to anyone you come into contact with in your organization - or just about anywhere, actually. Call it karma or just invoking the golden rule (do unto others), treating others well only helps you in the long run.

Finally, avoid gossip. I know it feels good to share, but it feeds on itself and takes on a life of its own. Plus it has a habit of coming back to bite you.



Being an effective sales person is something to work on continuously. Keeping these 4 P's in mind helps you in this process.