In 2013, the Edelman Trust Barometer documented that only 18% of people reported that they trusted business leaders to tell the truth. That same year, Gallop polled 180 million employees and reported that only 13% of them are engaged at work. With confidence and morale so low, one attribute is most often mentioned as the primary reason that employees respect their leader. Authenticity enables leadership. But it can also disable it. How is that possible? …
In this age of limited time and unlimited access to information, many customers specify their preference of working with a salesperson whose expertise and insight help clarify their needs. What 3 factors define a productive sales experience for these customers? An effective sales discovery process will uncover a customer’s goals, but the way this process is experienced by the customer is the key to making it productive for both parties in the transaction. Sales people …
The pursuit of mastery – the drive to be the best, to have an extraordinary technical or other competence – creates an intriguing challenge for business leaders. (See “The Mystery of Mastery” post 6/11/15) Encouraging and enabling their personnel to develop the highest level of expertise in a given discipline is a fundamental responsibility of leadership. But in a world that grows increasingly dynamic, where change is constant, with no finish line in sight, how does …
Every salesperson has that moment when they must pitch their price. The major obstacle they face is their fear of rejection, and its consequences. But when it’s done right, both the customer and the salesperson can feel a sense of satisfaction. To earn your price, and leave the customer feeling satisfied with that decision, preparation is the key. Both parties must win for each to feel satisfied with a deal. When you’ve earned the business …
As the years pass, I’m increasingly reminded how very few things I can control. When I was young, I felt immortal and less worried. But as my life progressed, I became more aware of its complexity and of my limitations in shaping my reality. There are many forces impacting my life and yours, so we seek to gain control over every situation in search of greater stability. It’s a very human reaction…but it’s an illusion. One …
That’s the premise of The Challenger Sale by Matthew Dixon. Of course, the message of the book is more subtle. What The Challenger Sale actually suggests is that your customer relationships will generate more sales only when you continue to produce strategic value for your customers. Customers have many options available to them; competitive intensity continues to grow and the pace of evolution continues to accelerate. Customers demand expertise, initiative and innovation. They expect you …
How do you know if your company’s Core Values are driving your success? Many companies have Values, but which ones are proven to boost profitability? According to Peter Cohen (Value Leaders, 2003), there are 6 standard Values that have helped eight publicly-traded companies achieve superior financial and stock market performance. Value human relationships. People matter – they make the difference in whether a business succeeds or fails. Satisfied customers are more profitable; satisfied employees are more …
Adding customers is a compulsory exercise requiring persistence and a significant investment of time and money. For much of the B-to-B market, cold calling is no longer an option so what works best? In our connected, noisy, ever-urgent economy, consider the following concepts to meet and develop new customers: Plan your attack. Rather than knocking on any door you see, plan your attack as follows: Specify your Core Customer, the customer most likely to buy …
Trust is the foundation of enduring relationships – trust in self and trust in others. Individuals and organizations cannot change and grow without it. If generosity creates trust, then what sustains it? Trust must be earned, revealed and validated by your actions. Demanding that others be trustworthy, or proclaiming yourself to be, is a futile expression. Sustaining trust requires the determined implementation of 3 essential elements: Caring: You cannot trust someone you believe lacks a …
The most productive and economical strategy for boosting sales is to increase your transactions with your current customers. Most likely, you built relationships with your customers by producing value from one product or service. They define their relationship with you through the lens of that one offering and aren’t thinking about how else you might help them be successful. There are 3 basics for using the strategy of cross-selling to expand your relationship with your …