How Serious Are You?
Yesterday I spoke to 20 owners and CEO’s of various businesses. The intent of the six hour session was to learn how to increase revenues. When I polled the room as to how many had Sales Managers, 80% indicated they were doing that job, as well as CEO, as well as more than half indicated they were the chief sales person or rainmaker for their company. Yet, each of their firms had many full-time positions in operational and support capacities. It begs the question “Is there a market for the product or service?” If so, if revenue growth is the desired outcome, then it will grow thru the quantity and quality of one’s sales force. What’s standing in the way of making the commitment to grow? Please don’t answer the economy when you haven’t put the resources where needed.
Alignment Equals Growth
Tuesday, June 23rd, 2009
Good old Yogi Berra said “you can see a lot if you are looking”. A close cousin to that is “you can hear a lot if you are listening”. So, I’m at another airport gate, awaiting my flight to Cleveland, where I will share business growth ideas with entrepreneurs. Here’s the conversation snippet I overheard from a traveling salesperson. “Our backs are against the wall and we need the sales numbers. People are riding me hard. So, let’s put the lower price on the offer, even if we lose a little on the deal; at least we are showing some sales numbers”. Ouch. Suggestion-be sure your sales people’s compensation plan is tied directly to profitability of the sales. The concept is called “alignment”. If the people generating the business are not directly aligned with the profitability of the company, then overall profitability is at serious risk.
Inspect What You Expect
Thursday, June 18th, 2009
I’m just back from vacation in Hawaii and had to share this customer service/sales gem.
In these tighter economic times, it’s been reported that restaurant business has fallen off considerably, as it’s a discretionary expense. We witnessed a disproportionate amount of folks cooking at the resort on BBQ’s as witness to that.
One evening we called restaurant advertising with a full page ad in several local magazines, so they were spending money to win customers. On calling we were told to arrive by 7pm to avoid a wedding party they were hosting arriving at 7:45pm so we could get “good service”. Good so far!
We arrive at 6:55pm and are told that there is nothing available and they have a wedding party coming. I reply that we were made aware of that and told to come at 7pm and we would be accommodated. At this point the “Greeter” proceeds to “tongue bash” me saying things like “what do you expect from me? Do you expect me to go tell the current diners to get up and leave?” And a few other choice things. I tried to explain that we called before coming there and what we were told. To which the “Greeter” said “well, too bad, there’s nothing I can do for you”. I’d already arrived at that conclusion and that restaurant lost a potential “lifetime” customer.
How’s that for a ROI on expensive magazine advertising? Handled properly, we probably would have come back on another night, as we had several more to go. Be assured, never again and I will go out of my way to protect others from this restaurant.
Last thought. I’m often perplexed to distinguish “sales” from “service”. Which of the two is the “Greeter” in? I’m of the belief it was “sales” since we never got thru to experience “service”. What first impressions are your company and “sales force” /reception making with the market? Who and how are you checking on it? Inspect what you expect.
- I bet the owner spent hours reviewing and approving the full page ad. How much time was spent on the “Greeter”?
Know the difference between an “expense” and an “investment”.
Wednesday, June 17th, 2009
If you are a CEO or Sales Manager and you have cut back your travel and are hunkering in the office to “save expenses”, think again. This is the ideal time to be proactively out visiting your customers at the senior level and solidifying their business while attempting to win even more!
Kinda reminds me of that T.V. commercial where the CEO presents the entire staff with airline tickets because business is down…because they have NOT been visiting their customers.
Know the difference between an “expense” and an “investment”.
Quality vs. Quantity
Tuesday, June 9th, 2009
So, I’m walking thru the Denver airport for connection to Winnipeg where I will be with 200+ tomorrow working on brushing up their selling skills. Two “business people” passed by me and one said to the other ‘so, do we need anything for this meeting we are going to?” To which the other guy shrugged his shoulders and said ‘beats me’. With all the emphasis currently being placed on expense controls, it made me wonder how we all are doing on “quality controls”? If you are a sales person, are you prepared before making your calls, or merely winging it like these two characters? If you are a sales manager, what are you doing to ensure that your sales people are prepared for their calls. In tighter economic times, I fear too many folks are stressing increased quantity of calls. That won’t cut it. The key, now more than ever, is Quality Calls!
The Daly News June 2009 Volume 31
Monday, June 1st, 2009
HIGH PAYOFF ACTIVITIES – This month’s opening piece is a follow-up to last month’s piece on “Quit Griping”. More and more companies and sales people are complaining about a drop-off in their sales levels. Whether this is occurring at the CEO level, the Sales Manager level or the Sales person level, the dialogue sounds “scary similar”. Lots of chatter about how difficult things are and how hard people are working. Yet, little seeming to show for the efforts.Today’s economy demands that we work harder for business and sales. BUT, and this I believe is key, today’s economy demands that we work SMARTER as well. If your efforts have proven to show little return on investment, then it’s time to question whether you are making the correct investments. Are you calling on the right prospects/customers? Are you calling on them in the best way? What are you calling on them with? Whose agenda is the priority? Is the agenda yours or theirs? In answering the question “What’s in it for me?” are you the “me” or is the prospect the “me”? (clue-it should be the prospect. Make it about the prospect and the fruits will flow to you). All of this is called conducting your “selling” on high-payoff activities, with the priority on the client’s/prospect’s needs, not yours. Let’s go with a real-life example/story.
As many of you know, about 4 years ago I entered the world of triathlon racing (OUCH, that’s me after a serious bike crash last month where I broke my clavicle amongst lots of body bruises, and a smashed bike as well).
Now, the world of road bikes is certainly a world of discretionary buying, not a necessity. And, in a “depressed” or “recessed” economy, this would be a business one would expect to be “hurting”. Some perspective for those not up to speed on the investments in such a sport is probably appropriate. A decent racing road bike is probably about $4,000-$5,000 fitted out. One can then invest more in computer technology, advanced racing wheels, and a myriad of accessories. In other words, not an inexpensive sport, and again, not a business of necessity like “food and shelter”. So, in today’s economic times, one could reasonably expect that business to be off, or “hurting”.
The bike shop I rely on is Edge Cyclesports in Laguna Woods, CA (ask for Hank at 800-698-3343 if you ever need advice or service). I came to Hank and the team clueless as to what I needed and how it all worked. The Edge team took the time and care to educate me and never did I feel they were trying to “sell” me. Note, I had been to a number of bike shops prior to my going to Edge, but felt more like a “number” and someone they were just trying to “sell” something to (what something? Heck, anything, they just needed to sell!) What the Edge team seemed to be was in the education business, trying to help people better understand the biking world and the triathlon sport overall.
So here I am a neophyte, the proverbial lamb ready for slaughter. Instead of channeling me toward that visually spectacular tri racing bike, they instead recommended an entry level road bike that would get the job done and I could see if the sport was one for me (and, with 2 bike crashes in the past 7 months, I’m beginning to wonder!). Well, that deal went down at a price 70% LESS than I was prepared to pay. Happy Customer! Next, I do some riding, enter a few races, and a year later, I am hooked on the sport and am ready for a bike upgrade. Let’s see, where should I go? Do you really think there is a question? No haggling, just suit me up with that fine looking state-of-the-art racing bike! Out I go into the triathlon race world, getting better all the time. From time to time, I stop by the Edge shop, picking up accessories (hey, the bigger, impersonal bike shops have the accessories for less money, but I don’t give it a thought). Now, I’m really looking to improve my race performance times, and several competitors are touting the merits of racing wheels (best of class are the Zipps, at an attention getting $2,500 for a set of two wheels!) Just makes sense and go get them at the Edge from owner Hank. In speaking with Hank, he asks me a ton of questions about my riding times and capabilities and his recommendation is at the performance/speed levels I turn in, the wheels will not give me much benefit. (Folks, here I am, ready to fork over $2,500 and the “sales person/owner” is telling me to keep my money as it’s not my best investment). How’s that for creating trust? Selling is the transfer of trust. People do business with people they trust. What are you doing to create trust with your prospects and customers?
I had a couple races and lost my computer tracking device for speed and cadence, so in I went to Hank and asked for his recommendation. Without hesitation, Hank said the best solution, AND where I would reap a big improvement in my cycling performance would be something called the Powertap (which measures power expended amongst a number of things). I said “let’s do it”, never even considering to ask “How much?” So, I pick up the bike with the new Powertap, which requires a special new bike wheel, and comes in at about $1,200. Imagine, you can buy a computer for your bike for $30 and here I am here, with no questions asked. How’s that for “selling”?
Disappointing to me, I’ve crashed and smashed that fine racing machine twice in 7 months, and the Edge team has repaired it on both occasions, ringing up more $thousands in sales. My most recent trip to the Edge, I wanted Hank to look at the fit of the bike but had conflicts all over getting in the shop. So, Hank said come in 2 hours before the store opened, he met me there, made a ton of adjustments to my bike, my shoes, and instructions on the Powertap. When I asked Hank what I owed him, he said “just go out and enjoy the sport, he was glad to see me back at it.” Is this service? Or, is this selling? You decide.
All of this prompted me to ask Hank how the Edge was faring in this “down” economy. Wanna guess his response? In this economy, dealing in a business that is totally discretionary, operating at price points generally higher than the competition, his business is thriving. What Hank and the Edge has built is not a bike sales and repair business. Edge has built a Customer Loyalty and referral business. No need for advertising. No need for special sales, coupons and discounts. Just plain old caring about your customers, helping them in the best ways possible, and letting the rest take care of itself.
Go back and re-read the story. Can you identify the “High Payoff” activities? Quit doing what hasn’t been working for you and doing more of that. Quit doing what most of your competitors are doing and trying to match that. Quit challenging your competitors to see who can sell at the lowest price. Quit trying to sell people things, and start helping them with their needs, opportunities and problems. That’s the key to succeeding in any economic environment.
Ps. Four years ago I didn’t know Hank and the Edge team. Then, they became my bike store. Today, they are my friends, and like so many other of their loyal fans, I recommend them to as many folks that I can. Go reap those rewards and get your priorities of “selling” correct.
TAKING ACTION
As a catalyst to encouraging others to “take action”, we feature what others are doing and experiencing with their initiatives following our training sessions. Hopefully these will prompt each of us to take action!
EMAIL #1 Just wanted to send you a brief email update of what happen since attending your class in 2008. We had the largest percentage increase of sales throughout the entire company which comprises of over twenty-five regions, also saw three of my direct reports get promoted to manager and now are running there own areas. My sales team received various awards and recognition at our annual Pro Dinner and last I was name Coach of the Year at our recent company Quarterly meetings in front of all my peers. Thanks for remembering the braces and I will be at one of your upcoming classes.All The Best”
Nathaniel D. Ford
Assistant Vice President
PFP Services
EMAIL #2
Hey Jack. Thanks for the gift basket idea.
Carl, thanks for taking the bull by the horns and getting it done.
BTW-I have had other employees come into my office in “awe” of the basket.
Brock
Commercial Kitchen
Brock,
I just wanted to say thank you for my gift basket. In all the years I have worked I have never received anything like that showing such appreciation in welcoming an employee to their company.It was such a nice thing to do and I could not feel any more welcome. I hope to give you many more years of hard work, dedication and service.
Thank you
Monica
EMAIL #3
Good Morning!
As you know, each year we select a theme to focus on for the year which brings our mission and values to life in our work every day. On this special day, I am pleased to introduce our theme for 2009, “Above & Beyond!”
I believe this theme not only describes who we are and a company today but it also provides a guiding principle for making everyday decisions and taking action in the future. We want MAXONS to be the company that goes Above & Beyond every day, not just in exceptional circumstances. This theme is not only in keeping with our culture, mission and values but it is also a great way for us to continue to distinguish ourselves as the respected service organization in the market in the future.
As we’ve discussed in the past it’s often the simple things, the little gestures of going out of your way th show that you care about other people, not a transaction, that leaves a lasting, positive impression, We’ve all experienced the positive feeling of receiving kudos for doing something special for others and know that doing so usually inherently rewarding. Simply put, helping others is what we do here at MAXONS. Our goal is to have everyone in the company make a conscience, conserted effort to goAbove & Beyond in 2009 to help advance MAXONS’ mission: “To make the world a better place-one relationship, one project at a time.”
We also want to be able to use some of our Above & Beyond moments in marketing initiatives. Our most important competitive advantage is each of you! When you guys shine, so does MAXONS, so we want to be able to brag about all of you in the industry! By going Above & Beyond you will not only set MAXONS apart, you will set yourself apart!
I know that with the recent spike in business and its attendant challenges, many members of our staff have been going Above and Beyond which Kelley has begun collecting and will share with you shortly so…we’re already on our way towards our goal for 2009!
I look forward to all of us working together to bring this theme to life in the year ahead.
Thank you & make it a great day!
Damon
President/CEO MAXONS
Here’s the schedule of cities I will be conducting programs in over the next 3 months (some for clients, others are open seat workshops). I may have flexibility in my scheduling for lunch, dinner or more should someone have an interest. If you see I’m headed to your part of the world, feel free to email jennifer@jackdaly.net with your interest and Jen will do her best to accommodate any requests.
June- Winnipeg, Cleveland, New York, Philly, Los Angeles
July-Los Angeles, Toronto, Australia
August-Australia, Chicago, Kansas City, Tampa
September- Tampa, Pennsylvania, D.C., Toronto
UPCOMING SYDNEY & AUCKLAND WORKSHOPS
AUGUST 2009
Winning Sales Strategies and Sales Management Workshop-
Driving Sales – Boosting Profits
Ellerslie Events Centre, Greenlane East, Auckland
If your sales are at a level you are happy
with, SKIP this section.
If your sales team is having great success in this market of unprecedented challenges, skip this section. If your sales team is comprised of top 10% performers of your industry, skip this section. If your business is growing market share and beating your competition regularly, skip this section. If you believe the answer to a reduced level of sales and revenues is to “shrink to success’ and “just cut more expenses”, skip this section.
This section is about being proactive, recognizing that this market demands enhanced selling capabilities, and taking the training steps needed to be a winner. This section is about investing in yourself and your business to get better, so your results reflect the same-getting better. If pro sports players demand better results, they resort to more training and practice. Why would business professionals believe their world is any different? Here are our scheduled Sales Workshops and Sales/Sales Management Summits where you can register as few as one to get your skill set sharpened by Jack Daly:
2009 US & Canada
Workshops and Summits
June 10, 2009-
Winnipeg, MB
Full Day Smart SellingJune 18, 2009-Cleveland, OH
Full Day Smart Selling
September 24 & 25, 2009- Toronto, ON
2 Day Sales & Management Summit
October 1, 2009-
Orange County, CA
Full Day Smart SellingOctober 9, 2009- New York, NY
Full Day Smart Selling
November 20, 2009- Chicago, IL
Full Day Smart Selling
WHAT PEOPLE ARE SAYING ABOUT JACK’S WORKSHOPS……….
Hey Jack
I wanted to thank you for the advice I got from you several years ago. I had attended one of your seminars with my Boss a few years back. We took your words to heart and you created a marketing machine like no other. Our annuals sales have increased 2 – 5% a year (Commercial Real Estate Appraisal) since your seminar where are currently having one of the best 1st Qtrs ever (believe it or not). S%$tHouse Luck? Not really when you keep doing your Daly Push Ups and Follow Ups, Many Thanks Mr. Daly.
Jack-
Just a quick thank you for today. My team and I all got a tremendous amount out of the day and were impressed by your amazing energy and simplistic but incredibly effective strategies. I will implement some of them and plan to see my business grow by 100 % over the next 2 years. I’ll let you know how I am going in 12 months time.
Kind regards,
Paul O’Brien
Partner
PricewaterhouseCoopers Australia
I have recently attended Jack’s sales training and had the priviledge to spend time with him. He is a (crazy) excellent speaker, extremelly effective, TOTALLY keeps your attention and teaches hard hitting, results oriented skills. Hire him and you will get immediate results!
There is a reason why such as small percentage of your total sales force are the top producers; they are the ones who are committed and dedicated. Send them to his class and they will be wildly successful and infect all of your other sales people!! Your customers will comment on how creative and effective your sales people have become.
If you are a sales person and REALLY want to create amazing results; just attend his session or buy his material. You will know JACK too!!
Steve Cadwell
General Manager Sales
PCS, Inc.”
Coaches Corner
Coaches Corner
MAKING RESULTS HAPPEN – IT’S ALL ABOUT YOU
by Dan Larson & Dave Wilens
Even in a tougher economy… buyers ARE still buying. More business IS out there for you to win. Being reactive or proactive in the little things you do as a sales pro makes all the difference in boosting your results.
Reactive = curl up and wish things were better.
Proactive = commit and look to do more to make things happen at every opportunity.
You decide. The empowering thing about sales is that YOU can choose to act to have greater control over your outcomes, results and paycheck. In this article, we decided to give you some recent stories and examples of what CAN be done simply and proactively to produce more results in situations that may sound familiar to you.
Story #1: Opportunities in front of us
I was “on the road” in a restaurant for dinner nearby a fellow road warrior. They’re easy to spot, eating alone working with Blackberry in hand. After dinner we ran into each other and had a glass of wine at the bar. We began with small-talk conversation that lead me to discover he was in a position that I sell into. We exchanged a friendly conversation of each other’s business, challenges and dreams. Of course, I was interested to ask great questions to learn more about his priorities. We then exchanged business cards. Before I could send a follow up thank you card the next morning, I received an email asking me to assemble a proposal for us to do business together. Proactive approach: Keep your eyes open and be interested to open up new opportunities.
Story #2: Bigger opportunities on every sales call
A young sales rep I was working with needed to hand-deliver a special order for a new customer. I went along as a field coaching opportunity to see what we could do and learn. We discussed HIS purpose ofTHIS call.
He insisted that it was to build a better relationship by providing excellent customer service. I contended there was much more he could accomplish to build a stronger relationship on this call with this new buyer. We sat in the car on arrival and he told me all he knew about the new buyer. This was her first order with him. He had done business with her boss who had referred her to him. He had learned that she owns a beach house but since he only met with her once, that’s all he knew. We pulled out their Question Guide and reviewed the Relationship and Lay of the Land areas for useful questions. He decided to find out if she had kids. He also decided to use the question — How long she has been in this industry or this position?
We entered the secured office building and were stopped cold at the front desk, waiting for his contact to appear. When she arrived she was very thankful for his special delivery. Then his question… “Are you heading to the beach house for the weekend?” — “Yes, can’t wait.” — “Do you have a big family you go with?” — “No thank goodness, the kids are grown, it’s just my husband and the 2 dogs.” — “Oh, what kind of dogs?” and the story goes on.
The payoff? His follow-up included sending her a couple of beach towels and portable dog bowls for the beach house… sure to be a winner at helping to build a stronger relationship with this new buyer to solidify business in a personal and memorable way. Proactive approach: Look for ways you can get more out of every effort you make.
Story #3: Get more out of your time invested
(continued from #2) Upon leaving the special order delivery I asked “Where are we heading next?” The answer was the usual… back to the office to work on quotes and make cold calls. I not so calmly responded…“NOOOOOOO! Let’s go to the business across the street and the ones on both sides of this building. Just walk in and ask to speak to the person who orders what you sell.” At one stop next door, we ended up speaking to the gate keeper that told us the name of the decision maker (Mr. Big). He also gave us a brochure of theirs that lists their top customers. The list of their customers is 100 of the biggest companies around. This new lead source will be even more valuable once we earn our letter of recommendation from Mr Big. The rep’s proactive follow-up included a personal thank you note to the gate keeper. Proactive approach: Look for ways you can get more out of your time to make it count.
Story #4: There is referral “gold” in your current customer relationships!
With my money manager client, we were discussing how to generate more leads in one of their remote satellite markets. As we reviewed current clients there, I learned one high net worth client is a soon-to-retire referee in the NBA who is also their raving fan. He is a warm, friendly and gregarious guy that naturally builds strong relationships. He’s very active in the NBA circles, sits on councils and has an enormous “Rolodex” of friends in the NBA… players, coaches, refs, executives, etc. This client had extended an invitation for my client to be his guest at an upcoming Laker game. (Me… I’m dying over here!… the referral opportunities not to mention a VIP Laker game!) We talked about how my client would attend the Laker game and work to strengthen the relationship with this client and by extension, introductions his circle of NBA friends. We also worked out a proactive plan… actually a referral system for making regular, relevant, valued touch points (not selling) with the ref and all of their “A” list clients in a meaningful way. We planned many of the touches to connect directly to their personal interests and grow their relationships. The evidence is growing that this is their best way to earn referrals and grow their business by design. Proactive approach: Look for inventive ways to develop deeper, productive relationships with your clients and do it consistently.
What little extras can YOU do to maker bigger results happen? If you have questions about the ideas here, give us a call. We’re experienced sales coaches in the “Jack Daly Way”. We’re a resource to help you get more out of what you’re doing! Call Jennifer at (888) 298-6868.
NEW TOOLS FOR BUSINESS DEVELOPMENT
Here are two things to add to your prospecting arsenal: GOLD MAIL AND SEND OUT CARDS. Following is a brief description of each and how to get started. An inexpensive and creative way to get in front of your prospects and customers, while differentiating yourself from the competition. Get proactive!
I’m always looking for effective new business tools with minimal associated cost that can immediately impact your bottom line profits. I want to introduce you to GoldMail, a powerful new business development tool that I’ve discovered and personally tested. It helps you send email messages with voice-and-visuals aids that produce a much bigger impact… either before or after any sales call. Just click on the GoldMail button above to hear my personal message.
For years I have been underscoring the importance of regularly “touching” your prospects, customers and clients. In my training Workshops, I share examples of many ways to do this activity that will ensure you stand out from the competition. One of the more effective tools I’ve used for years has been taking photos on my calls and other occasions and quickly turning them into photo cards with my own personalized messages. These simple cards have generated me several hundreds of thousands of dollars in business over the past couple years, and the momentum continues to grow. This is a great tool to go “wide and deep” with your existing clients. Just click on the SendOutCards logo above to send yourself a free card.
SALES PROS PROFILING FOR SUCCESS
HELP IS HERE!
NEW TOOLS FOR ASSESSING EXISTING AND POTENTIAL
Having the tools to assess behavior partnered with recommendations for change that will result in improved sales performance is a sales manager’s dream. Well, dream no more. With a simple phone call you can have these tools in your hands. And the process is simple. Your sales staff takes the assessment online. It only takes minutes. After they’ve finished filling out the survey, the computer generates a thorough assessment of strengths and weaknesses. It gives the sales professional a clear view of what’s working and what’s not and why.
Results and Benefits
An investment in the Success Insights Sales report will yield immediate results and valuable benefits in several areas by showing how to:
* Spot winners with a reliable selection method.
* Evaluate the performance of both new and existing salespeople.
* Maximize the sales team’s effectiveness.
* Coach the sales team for maximum results.
* Hire the salesperson that fits the company needs.
* Bring a salesperson out of a sales slump and back on a winning track.
* Reduce employee turnover and new training costs.
* Boost your sales-the ultimate business objective.
If you are looking to maximize the sales team’s effectiveness-bring a salesperson out of a sales slump and back on a winning track-spot winners with a reliable selection method-coach the sales team for maximum results- then contact us at jennifer@jackdaly.net and ask about the SALES INSIGHT REPORT.
Introducing the Jack Daly Coaching Staff
Unique Coaching Resources Designed to Meet Your Individual Needs
In looking to assist my customers and clients (YOU) with your CEO, Sales Management and Sales challenges (and again with those challenged by the economy), I’ve assembled a team of Coaching Resources specifically keying on areas of expertise and needs. Click here to get an overview of the Coaching Channels, and if you have an interest in exploring further, just contact us at 888-298-6868 or Jennifer@jackdaly.net.
If any article in this newsletter would be of interest to your co-workers, customers or clients we would appreciate having you forward it along.
