Don’t Burn Bridges

Devil in Disguise.
As much as I hate to admit it, there’s a chick-flick out there that I thought was entertaining and fun to watch and to this day if on TV, I’ll couch-potato out to see it again, TEVO’d or not. It starred one of the most criticized actress/comediennes’ to date. Although not so much in the spotlight today, when her career was on – she pioneered the way for sarcasm, cynicism, disrespect and scorn in her actions in real life and in the movies she played. Her name is Rosanne Barr, and the movie is She Devil.
 
Now, before you poke too much fun at me, think about the premise of that move. She was the poor, unloved, devoted housewife struggling to keep the house together while being scrutinized and belittled by her cheating unloving husband; only to build an empire of like-minded people. Yes, the movie was campy and I agree it was no “guy movie” but I was impressed on what she built out of what she was handed. From her rose logo and pin, to her loyal following of set-free spouses. Even though her drive was based on revenge, the notion of success built upon adversity is pretty much the American way.
 
All too often we come across abusive, obnoxious and toxic personalities, especially telemarketing as we are in contact with hundreds of people on a constant basis. Even though it’s a small percentage that one or two seem to really get under our skin and sometimes we find ourselves lashing back at them. However, some of my best returning customers who have proved to be the most loyal are customers I treated with respect and calmness when they were offensive and provoking.
 
In the spirit of “you reap what you sow,” or “what goes around comes around,” and even in the basic beliefs of Karma – there is one truth that Snoop Dogg said once in a documentary I saw (yes I am quoting Snoop Dogg), he said (loosely paraphrased) “If you put out there hate and slander and negativity, it’s going to come back to you that way, but if you put out there peace and hope and positive, it will come back to you that way.”
 
In our struggle to fill our funnel or pipeline, even the “No’s” can be customers too and if you look at the statistics on your No’s to Yes’s, you should be encouraged knowing of how many potential customers are out there that think about your last conversation with them in a time when they really need your services. It’s these calls that yield the best customers, the biggest projects and even the biggest checks.

As my Grandma and everyone else’s grandma used to say, “If you can’t say anything nice, don’t day anything at all, ” to which we’ll add “or she may become a she-devil and destroy your life” or “you may become best friends with Snoop Dogg.”
 
Have a great sales week!

Fill Up that Pipeline

The ABC’s of Sales.

In working for many businesses doing sales, customer services and the like – it took a while to really figure out where I belong. Through that process, I‘ve heard the most interesting of ways for self motivation. From gazing in a mirror for pep-talks to surrounding myself with successful people, there’s always some element of self-affirmation that seems to drive it all. Ironically, it was through these experiences where I found some motivation with a phrase that wasn't centered on motivation at all; in fact, just the opposite. This one phrase has helped me through all stages of my growth and continues to do so today. This one phrase, actually centered on negativity has motivated me through relationships, sales and personal beliefs alike, the phrase is: “It’s not a Deal, till it’s a DONE deal.”

Simple yet powerful.

This phrase is one of revelation. It’s the putting things in the correct perspective, not selling myself short (or long) and always looking down the road knowing that to reap reward, I need to make sure I have finished the race.

This has lead to many convictions over time. One of these, borrowed from the movie Glengarry Glen Ross (1992), “A-B-C. A-Always, B-Be, C-Closing. Always be closing, always be closing.” Seems simple but it’s right on the target true.

Note: By the way, if you have not seen this movie, you would do yourself a favor to see at least the first 20 minutes. Alec Baldwin gives the best sales speech, I’ve seen to date.
  
How many grapes are picked and how long is the process before you get a glass of wine? How many coffee beans are gathered, shipped, cleaned, baked, and ground before you enjoy that cup of coffee? In fact in both of these examples, the longer and more refining – the better.


Selling is the same. You need to fill that funnel… always bringing in the new leads to process them into prospects and then from prospects, “always be closing” them into customers and then from customers to payment. And it’s a constant, always moving, always flowing cycle; and the more you put in – the more it comes out, but back off for a bit and the flow slows to a trickle and eventually stops.

So… yes, it’s all true then. It’s not a deal till it’s a done deal. But what is your deal? When the smoke clears what’s evident in your sales approach? Are you striving to keep that funnel filled, setting goals, continually seeking out new leads to gain prospect, constantly closing deals and reaping the rewards of steady and growing income? Or are you taking stabs at it, stopping at times, relying on others, and suffering in race to catch up?

When it’s all done this week… what deals are done for you?

Playing The Law of Averages

You had me at 'hello'.
- DOROTHY BOYD (Renee Zellweger) in Jerry Maguire (1996)  

I've always been pretty decent at sales, in fact as a kid - my dad marveled on how I seemed to end up with new toys, bikes, etc... all which were happily handed to me from people I knew. A good con? No... I just found that by asking - I could receive. No magic formula... no pizzazz... just a good attitude and the guts to ask and the willingness to discuss it when vetoed. However, there have been jobs that no matter what I did - I could not change the law of averages. And within these averages are 2 main laws that I have found in all my years of selling that are inescapable when it comes to closing the deal. They are beginner's luck and 1/100 rule.

Beginner's Luck:

My first telemarketing job was pretty rote. I was to sell time-shares to people who had answered an ad about winning a vacation. I found that bait and switch is one of the best ways to get yelled at all day - but I needed the work and so I took a crack at it. The system was pretty brutal - as I sat shoulder to shoulder with 20 or so other telemarketers and the phone system was queued that once I hung up - it would ring through to another person. There were no breaks, just one call after another, hundreds at a time.

As I feverously read through this unbelievably long 2 page script, play by play I would just deliver it to the customer. Over and over I got about half way through when I was hung up on or cussed at, interrupted or told things that surprised even me. The funny thing is, even though to me this was the worst case scenario in selling - I did manage to sell a few within the first hour and I was celebrated by my managers and co-workers. But, in the next 3 hours that followed I sold nothing - not a single one.

As day two drug on and I got a few maybes, and my anxiety climbed when the phone would ring again... and then again.... only to be met with negativity and no prospects... soon I grew tired and didn't hang up the phone right away - using that few precious seconds to take a break. Ultimately I walked away.

What happened? Why was it so good in the beginning then so hard later? I have found beginner's luck to be the culprit. And to this day I see the same pattern in all the reps I train and/or hire. It's always a few good projects at the beginning.. but then they really have to work to keep them coming and the pipeline full.

1/100 Rule:
In one of my sales endeavors I spent a bit of time selling insect and rodent extermination services door to door. It wasn't the most glamorous of jobs and while there may have been a time for it - I personally found door-to-door a misuse of time and energy. However it was at this job I learned a huge lesson in the law of averages.

It should have been an easy sell... I walked up to the house, passing through a swarm of bees that had made a throbbing nest above the door. Though docile, I still was uneasy in the flurry around my head as the intensely of loud and constant buzzing blocked out all other noise. At my glancing at the ground I can see piles of dead bees, so knew the owner was fighting a losing battle - and I know from experience, there are some things you need professional help with.

I knocked on the door and at once it opened as the owner saw my company badge and immediately knew why I was there. Enhanced by the bee situation, he already went on the defensive saying he is working on it and may need help - but he'll call when he's good and ready. Happily I quoted our services, building up to the price reveal. In those moments we both seem to be seeing eye-to-eye, and for a time - we were in sync, agreeing on all that I was presenting. But in that final moment (at the reveal of the price, even proving it was less costly, less work intensive and safer if we solved his problem), he closed up - got cold and became almost adamant he could do it by himself and to just leave it alone. His once jovial attitude, now sour as he said finally, "I'll call if I need it" and shut the door.

At first I was dumbfounded and stopped at the end of his driveway thinking.... "we were in agreement,".... then I was hurt a bit.... "it's obvious he couldn't do it himself," I murmured... but then I realized something that has been true no matter what I was selling, no matter what pitch I had or how good I thought I was... even if the stars align - if it's a no, then it's a no. And just like when I was younger, I have to just be persistent and always ask... then, to be willing to discuss it when I was vetoed. I know in my head that that typically 1 of 100 say yes no matter what. But I also need to remember, you may get all the yeses at once, but then you have some no's to catch up on

In all of this, I have discovered that I can manage my motivation in the law of averages a bit by following 5 simple steps. Whether it's a placebo, wishful thinking or just another set of constants that I've bumped into - I have found that these five steps keep me motivated, organized and prepared. I have also found that these 5 steps keep the law of averages manageable.

For cold-calling, these steps are designed to help keep my place when under a barrage of questions, help me navigate a conversation that may have rabbit-trailed or ended shortly and most importantly, they help me get to the closing finish line.

For business cold-calls, they are:

1. Get the persons attention - this can be done a number of ways but I have found that being pleasant and cordial to be the best.
2. Let them know who you are - it's good to put your name and company in the greeting or introduction so they can relate and view you as a human not some telemarketing robot.
3. Give them the reason for the call - either implied or not, get to the point because time is precious and the more time you take up the more you put them behind in what they are doing.
4. Make sure you give them a questioning statement to interact with and some qualifying content to substantiate it.
5. Most importantly, set the appointment. Make it your goal to get to this step. So often we do such a great job in our presentation we forget, neglect or are too scared to ask.. to close, to set that appointment.

I once hired what I thought was the best sales rep in the world. She could aggregate interest in a crowd of stuffy business people from men and women alike on command; she had amazing presentation skills and wonderful delivery; she was a magnet of interest - fun, intelligent and believable. She could work a crowd and had the attention she wanted in any event, seminar or meeting. But even with all this skill at her command she could never close. It was the most amazing and puzzling thing to watch as people would follow her lead, but she would never capitalize on what she gained. I was amazed at the irony of her ability to get to the finish line, but was always too afraid to claim the prize.

You have to ask to receive... and no matter how many training meetings and coaching she had, this one thing she could not do which unfortunately this led to her failure in sales.

Since there's no escaping the law of averages, the key is to enjoy what you're doing and to do it consistently and to the best of your ability. Also, don't gauge your success/failure in the now, but rather over a period of time. Give yourself a few months and weigh out your yeses and no's with how many calls a day in that amount of time and you will see your trend emerge. At the end of the day, it's your persistence that will prove your success.

Hurts So Good

"I gave her my heart and she gave me a pen."
 - LLOYD DOBLER (John Cusack) in Say Anything... (1989)
  
Way back when, far too back to mention... ;)  I was working as customer service on an order desk. I had about 100-200 inbound calls, together with researching and ordering products for our manufacturing division, coupled with picking up the slack for my manager and some of our sales reaps - I was quite the busy bee. I must say the experience was invaluable, however - there were definitely times when I was frustrated and ultimately quit. However, if there's one thing I learned there and after was not to take things personally.

Case and Point: Super Sales Rep Mishap.

He was one of the top and oldest running reps in the place. One would argue the wisest as he had the in-house guys doing all his work while he wined and dined current customers. Ultimately, I was given most of the business in his territory to work, especially the crass and explosive contractor generals. Since in my youth I spent most of my time on the construction lot, so I know how to talk and what to take from these guys, which served me well as I brought in and saved deal after huge deal for this rep.

The whole experience had a sad sense of irony to it, the irony being - it was my tenacity and ability to not take things personally that brought in these huge accounts for the company, but it was my inability to not take personally - not being compensated for these deals while the rep got all the glory that instigated my decision to leave.

I learned quite a bit though. I learned that frustrated and often offending customers aren't that bad. In fact quite the opposite. In most cases they were the ones that purchased because their frustration stemmed form their inability to solve their problem which is what I was in position for. It was their limited knowledge that led them to frustration and right to me. And it was up to me to solve it. So the question then is - can I? Will I? ABSOLUTELY. Because I know that I had the solution for them and I know that not only was I in the perfect position to sell it to them, they were in the perfect position to buy.

A few years later, out on my own in a new scary world of sole proprietorship - it was these lessons that served me well. I used those experiences to assist project after project, especially on-going projects. It was also realizing that my customers respected me more as my ability to not take things personally showed them confidence and dependability.

Years later, although a bit more polished - its the same ability that has led to my success as a salesman. It has also helped my train and help others do the same. However, not all projects are perfect. In fact I too had to walk away from some - because there's a point of abuse that should never be tolerated, but 9 times out of 10 - those things encountered are silent cries from frustrated customers waiting to pay whatever it takes to fix the solution. The question is, are you willing to take it?

Communication - A Two Way Street

“What we've got here...is failure to communicate.”
 CAPTAIN (Strother Martin) in Cool Hand Luke (1967)

As we sat down in their conference room, rehashing the original development contract and specifications and appending it with addendum C now - it was becoming clear to me this project would never complete. As I sat there, I watched the the heads of the company arguing over what they wanted in the application. Although this is not that strange of an occurrence, the timing was as we were in the 3rd month of development.

It started out simple. An easy application - managing customers, creating some basic reports and customizing an import for new prospects. We all were happy with the bid numbers and proceeded to the contract then on to development.

However, as the project unfolded, requests started coming in asking if this can be changed, or that. Asking for more complex functions to be added with no extra charge, or some taken away. Search results, earlier approved were now being redesigned... and aesthetics were being compromised as they wanted more and more stuff added to the pages.

And now... 3 months later. as I tried to stop this constant barrage of changes with addendum A, there was then B, and now C. And even though I was methodical to outline each phase and action step as black and white as possible, even putting check-boxes on each line to mutually check them off as they were completed, it would never be enough. It was then, when the owner said something to me that to this day has changed how I approach all contracts. It was just after we checked off all the items and he began to add more I said, "in the letter of the contract we have completed these items." to his reply, "in the spirit of this contract, I think we should also add this and this....etc..." and at that moment it was clear to me, even at addendum Z there was no end to this project. 

Listening to each other. Seems simple doesn't it? 

You spend hours, or days working to get that prospect, then finally they give you a chance and you give them your best pitch - and it's a hit and now you have the project... Most times it goes well. The customer has all their images, text and needs together and documented. They made you copies as well as scheduled a time to meet up and discuss everything. They are responsive, excited and professional. In no time at all the templates, logos and application functions are created, approved and signed off. Programming goes by without a hitch and the BETA date is set. No bugs... no problems and you go live and watch their website take off and transform into a powerful tool, giving them immediate return on investment and much more. From this one project you receive accolades, referrals and enough work for the year. You are happy, your customers are happy and you smile when you reflect on this project for years to come.

The funny thing is, in 20 years of developing, doing IT and marketing consultation, although the end result most times is great - the process is hardly ever that simple. In fact, probably 10% of the projects go that way. Because of this, we now have lawyers, long contracts, terms and conditions and processes that must be followed. And believe it or not, even with this - there's always a few that not only test your very fiber but also are the very reason contacts are needed.

I have found the best thing to do, from the contract to the mockup phase, to BETA and the completed phases is to make them sign everything as you go. This keeps everyone on the schedule, limits add-ons (because you charge and make them sign for them) and eliminates the "spirit of the contract."

Remember all the hours put in to get this project. It's important to do the same safeguarding it. In doing so you will have a better experience in development and happier customers.