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Gambling on Customers: Know When to Hold ‘Em

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Know When to Hold ‘Em “You’ve got to know when to hold ‘em Know when to fold ‘em Know when to walk away And know when to run” With credit to Kenny Rogers, who resembles my friend Frank Hurtte—I believe they once shared the same barber—I think of Kenny’s song “The Gambler” when faced with potential clients or customers that raise a red flag.  Parents, teachers, and mentors have likely told you to trust your gut. Sometimes it’s better to collect data and use it in combination with your gut instinct. Either way, when you are staring at a potential problem customer and your gut is raising the red warning flag, don’t ignore it. There are some folks out there that are simply not a good fit for you or your organization. Let’s unpack those various hands you might be dealt. 1.) High-Maintenance Mike:  Mike is not a good ole’ boy, Mike is a demanding toddler. He wants his part numbers and bin numbers on all his packages, he wants same-day delivery, he wants extended payment terms, a dedicate
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Are You Missing Out on Association Adventures?

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For years we've discussed the reasons for joining trade associations and the benefits of attending association meetings: Attending these meetings is essential for building valuable connections, staying updated on industry trends, and enhancing professional growth.  These gatherings offer unique networking opportunities, access to exclusive insights, and skill-building sessions led by industry experts.  Being active in associations also strengthens credibility and influence within the field, making it a powerful way to stay competitive and inspired. (It's a great way to get out of a funk or selling drought.) Plus, they're a heck of a lot of fun! You can count on off-site adventures and cocktail hours to keep things interesting. Plus, I've made some lifelong friends along the way. Most recently, I had the honor of attending the AHTD Fall Meeting. If you missed it, here is a quick video recap with Nikki Gonzales  from the Automation Ladies Podcast. Frank Hurtte is a huge
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Walk Like a Politician: Trade Show Edition

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Like all of us, I have politics on the brain—my text messages and spam calls have been reminding me about the election for weeks! However, we can learn a few valuable lessons from politicians, which apply to trade shows and conferences.  Yes, it’s trade show and conference season. While some folks are busy counting down the days to Christmas, others are looking down the road and realizing the NAED Eastern meeting is coming up in January. It is not advisable to do all your holiday shopping on December 24, just as waiting until early January to prepare for the upcoming conference is unwise. Let’s discuss the best practices for trade shows and conferences so you aren’t doing the last-minute scramble.  Job 1: Plan and Strategize Job 2: Network and Take Notes Job 3: Follow up Job 4: Debrief your team Start planning early. Your conference is in January, in this example, so you had better start planning in October or early November. 90 working days before the event is the ideal time to start.
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Surviving the Sales Zombies: Is Your Sales Team Brain Dead?

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In the interest of Halloween and all things creepy and scary, here are four signs your sales team might be zombies. Sales teams can sometimes resemble zombies, driven by habit and lacking strategic thought. These “undead” behaviors slowly drain company profits and undermine customer relationships. Here are four warning signs of brain-hungry habits, along with strategies to counter them. 1. Sale Zombies Don’t Understand Their Customers Successful salespeople align products with customer needs. However, many lack knowledge about how customers make money, their internal costs, or key challenges like labor expenses and material waste. Without these insights, they fail to offer meaningful solutions, missing chances to collaborate with specialists and partners. 2. Sales Zombies Don’t Recognize the Value They Provide Sales growth and commissions are not the real value of a salesperson's work. Strong sellers provide valuable services but often misjudge their economic impact, giving away c
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Mask Up: Stay Connected with Your Customers as You Move Up

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The higher you move up in an organization, the more out of touch you become with the customer. This is a challenge all leaders face. And while many accept it and do nothing, it doesn’t have to be this way. How can you overcome that risk?  Well, you could lean on a few well-trusted advisors, or your internal management information system (MIS). You could also commission surveys or focus groups. All of these options, while worthwhile, have an inherent bias. The advisors might have a hidden agenda, or pet project to promote. The MIS system has no bias, but the data is only as good as the program. If the data is too “big” you have a different challenge of how to analyze the data. Surveys and focus groups are only as good as the people conducting them, and the participants still have good reasons to present themselves in a positive light. So, what is a caring, customer-centric C-level professional supposed to do? Put on a costume or disguise and masquerade as a customer. That’s right—put y
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The Dance of Onboarding: Integrating New Hires into Your Corporate Culture

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Have you ever tried to waltz or swing dance with someone who couldn't match your rhythm or didn't know the steps? It can become a clash of styles or cultures, or, worse—somebody gets their toes stepped on. A similar thing can happen when a new hire doesn't quite 'get' the culture. Much like dancing, though, skills can be learned. I recently facilitated a panel on Cultural Quotient (CQ) where we discussed best practices for increasing CQ. This involved intentional learning, self-awareness of physical cues such as body language and personal space, and the willingness to adapt to new cultures. I have some amusing stories about what not to do based on experiences with insensitive former colleagues. However, it's more productive to focus on how employers can improve the onboarding experience and subsequently enhance retention and employee engagement by welcoming people into their corporate culture. Maybe someday in person, over drinks, I'll share a funny story o
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Adopt a Learning Mindset

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The leaves are changing, the stores are full of back-to-school gear and the kids are ready to learn. Are you? Many people get comfortable and think they know an industry, a customer, or an application. Just as there is always someone smarter, there is always something more to learn. I’m not just talking about technology, I’m talking about learning in general, and the need for a “learning mindset.”  What is a learning mindset? It’s many things. 1. A learning mindset equates to a lack of arrogance . You acknowledge the possibility that there is always more to learn or a better way to do something. Even as a seasoned rep agent, you will try the new CRM system and give it a chance before you reject it.  2. Have an open mind . Be willing to at least consider a unique perspective or approach to a problem or situation. You are willing to listen to your regional sales manager present a new way to approach the target market.  3. Take a positive approach to change . Many people dread cha
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