“Our customers buy only on price. If we don’t offer the lowest price, they go elsewhere. They don’t care about anything else…it’s just price. That’s the way our industry works.” Annie was reacting to my challenge that acting like a commodity is a choice you make. “So is your key strategy to always offer the lowest price…in every circumstance, for every customer?” When Annie replied, “Not really,” I asked: “Why do customers contact you?” Annie …
As an organization succeeds, it gets bigger. As more people join the company, communications become more formal and standard procedures are documented to ensure consistent implementation. It becomes harder to encourage people to use their best judgment and expect positive outcomes. Larger means more bureaucracy and a push for conformity rather than driving for something new. Passion and initiative are compromised as people strive to meet a common standard that must by necessity be defined …
No one would doubt that B2B customers are shopping and buying differently today. Thanks to the internet, customers move more quickly along the buying process armed with increased knowledge and more choices. Now that more than half of 2014 is behind us, what needs to change for your team to have better than a 50% chance of meeting the sales goals set for this year? The sales pipeline may seem ominous, but it doesn’t have …
On this day, 13 years ago, we rediscovered the value of life and love. We were forced to reconsider our priorities, to stand together, to comfort one another and to recall our purpose as Americans. The years have passed, but for those of us who experienced it, that day is burned into our memories. That one single day and its aftermath changed the lives of many and of our nation as a whole. There is …
During a recent workshop, Joseph was consumed with his phone. When he did choose to participate with the group, he would ask me to repeat comments or he would interrupt with an untimely question. At one point in the workshop, each participant described the primary problems they were having building their business, and salesman Joseph described his inability to really connect with his customers and prospects. He just couldn’t get them to seriously engage with …
When you have one customer whose business represents more than 25% of your revenue, then you have a “gorilla” customer. If you don’t have one now, you will likely get one at some point. If you are already in this position, then you’re probably feeling vulnerable. What happens if you lose this customer? Don’t be afraid of the gorilla customer – you certainly shouldn’t refuse additional work they’re offering. It’s likely that your business with …
Managing a customer’s objection to your proposal involves discovering the motive for the objection, plus determining if the objection can be overcome. If a customer is ready to do business but still has some concerns, these 4 steps can help you deal with the open issues and progress towards agreement with the customer. 1. Find a point of agreement. When a customer challenges you or your proposal (“Your price is high”), don’t counter or debate …
You probably recall a time when you failed to act quickly enough to take advantage of an opportunity. We tend to realize missed opportunities after the fact. Evaluating and responding to new opportunities is a key growth driver. Your team may be so consumed with the tasks at hand that they don’t recognize the potential of a new opportunity when it appears. 1. Recognize the opportunity. Not every opportunity is worthy of extra focus, so …
Most leaders know what is expected of them to get the job done – evaluating, planning, organizing, executing & managing. They also realize that leadership is primarily about influence, not power. Leaders rely on others to accomplish the necessary work, so why do your people choose to follow you? Most leaders recognize the need to earn their team’s respect. Just because you have been anointed as leader doesn’t ensure that people will choose to follow …
During the recent World Cup event, one of the best players was asked why he was so successful and he replied, “I never go to where the ball is – I always move to where the ball is going to be.” When you propose solutions to meet a customer’s needs, aim for where they want to go. When you are developing solutions to solve a customer’s problem or meet a stated need, think first about …