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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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Creating More Selling Time…and Money!

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In my conversations with salespeople about sales call numbers, one common point is the need for more selling time.  For newer salespeople breaking into the profession, simply getting enough sales calls to build a territory can be challenging.   For the more experienced seller, not generating enough calls is less of a career shortcoming and more of a frustration.  They have mastered the products and technologies sold by their company and now feel their growth is limited by the natural time constraints of reaching customers.   For top-tier sellers, creating more sales time becomes an instrument to increase their dominance at major customers.  They plan to develop relationships with the dozens of potential buying influences at the account, but somehow find themselves constantly busy with existing contacts.  Try as they may, they are limited by their inability to carve out the time for what Stephen Covey calls “activities that are important but not urgent.” Wherever you are in this sales/t
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The RIF Survival Road Map

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So, you just got RIFFED—a Reduction In Force, aka a re- organization. You feel gobsmacked, mad, sad, rejected, among other emotions. But, as with other potholes in the road of life, you must keep moving forward. After receiving excellent advice in a similar situation, I can confidently share with you the 10-step RIF Survival Road Map. Take a day or two, but no more, to wallow in your emotions. Then, pull yourself together, and chart your path forward. As you do, remind yourself that none of this is personal. All good CEOs must make tough decisions, and that can involve cost-cutting. Appreciate what you learned, and the people you met, and focus on the positive. Set yourself up for success, personally and professionally. If you need to cut costs at home, do so. Put that wine club on hold, review your subscriptions, and cut out some of those non-essentials. While you WILL find another job, there is no sense in digging a hole and deciding on a new opportunity out of desperation. If you ne
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Life Lessons in Value with Guest Blogger, Desirée Grace

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My 11-year-old wants to earn money this summer. Preferably by babysitting. Since I want to encourage my budding businesswoman, we started by discussing our Target Market and the 4 Ps of Marketing: • Target Market:   4 neighbors with 3+ little kids who could likely use help • Product:   My daughter’s services (we’ll refer to her as E) as a babysitter or Mother’s helper. • Place: Within walking distance of our home. • Promotion:  We made a flier detailing her qualifications: o Completion of a babysitting course at the local community center o Straight A student o Safety Patrol during her 5th grade year o First-degree black belt o Completion of all Red Cross swimming courses o Good with kids and animals o Cute picture of my kid dressed appropriately and smiling—underlining the responsible and friendly aspects of her personality o We also rehearsed “the approach” aka introducing yourself, smiling, looking adults in the eye, and extending a hand for a handshake •
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Independence and Freedom, Adios Autonomy

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It's Fourth of July week in the United States.  Independence Day, America Day, and the Fourth of July all celebrate American freedom.  The distant beat of John Philip Sousa's patriotic melodies mingles with the steel gray smoke of fireworks in the distance.  Friends and families gather at the local park, enduring the summer heat, grass stains, and mosquitoes. To steal a phrase from my pal, Tom; “That’s how we roll in America.  We’re celebrating Freedom and if you don’t like it-- tough.”   I would like to raise a discussion under this great backdrop of Freedom, Independence, and Liberty.    Electronic Privacy in the Sales Department It is well known that the government has easy access to our phone records and electronic data.  Deep within a top-secret vault in a nondescript suburb of Washington DC, they have our text messages, emails, and other information.  They can determine how much time you spend reading this blog and can also track your location.  Thanks to your phone’s GP
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