August 2nd, 2010 Drew Stevens
Today’s Wall Street Journal has an interesting article concerning Leadership Development. (http://bit.ly/bUbmYc) Fearing a shortage of managers, organizations are now returning to leadership development. With the risks of retirement, and those that will move as job opportunities prevail, organizations will spend more to help increase management effectiveness.
I have said it before on this and other forums. First leadership development must be based on a continuum not as individual events. Leadership is a process not an event. This includes on boarding, coaching, mentorship and then periodic training.
More importantly development will not occur unless you have the right people. Talent is innate and organizations must refrain from hiring “bodies” and employing those with skills and abilities. This is where succession planning is crucial. Proper succession leads to less training and development since the organizational culture encompasses leadership development.
Finally, to gain proper performance, key performance indicators should be established. People will succeed (or not) when they are held accountable.
2010. Drew J. Stevens Ph.D. All rights reserved.
Posted in Drew Stevens PhD, Leadership, Sales Training, Uncategorized, leadership development, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | 1 Comment »
May 3rd, 2010 admin
Like many individuals that suffer from time and talent, my green thumb lacks color so I prefer to use the services of a lawn care company. It is one thing to use a lawn care firm to save time but another to waste time for poor service.
During the past two years, the organization delivers services I did not request. Within 72 hours of application the company hands off to a Call Center that repeatedly calls my home seeking payment! . Worse yet the firm has my private cell number and has contacted with me during business meetings to obtain payment for services I did not order.
Although I explain the concerns of fees- their sole purpose is to get the money. They are very aggressive.
For the third time in two years my wife and I terminated the service of TruGreen. In early April 2010, I returned from a business meeting to find a technician once again applying chemicals to my lawn even though services were cancelled. Once again I called to cancel. Suffice to say it is easier to catch a taxicab in New York City on a rainy day then get a manager to return a call.
With the inherent lack of customer service and leadership from my local office I wrote a brief note to the President and CEO of TruGreen to have my issues immediately corrected. He never called or wrote. He had a manager in the local office call me five days later to amend the issue.
The reason why service today in many firms like TruGreen is so poor is because leadership is poor. Leaders in many organizations do not serve as exemplars. Organizations exist for one reason- acquisition and retention of clients. When there is little or no service there are few customers.
Companies wonder why there is no loyalty and why brand suffers. Organizations do not create allure when poor management places a pall on culture.
More ironic is that ServiceMaster owns TruGreen. Ironic when the sister organization cannot extol the company name. Service Blaster is more suitable.
There are seven secrets for selling effectiveness. Click here For a Free Report 7 Secrets to Selling Success
Drew Stevens is one of the world’s leading authorities on business development and customer satisfaction. Drew is the author of the successful sales process book Split Second Selling. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness. To discover how Dr. Drew can assist your organization to increase their business development skills visit him at www.stevensconsultinggroup.com
Posted in Customer Relationship Management, Dr. Drew Stevens, Economic Volatility, account management, asking questions, business development, closing techniques, customer loyalty, customer relationships, customer retention, customer service, lead generation, leadership development, sales and marketing, sales as a career | Comments Off
November 21st, 2009 admin
Quote of the Day
“By failing to prepare you are preparing to fail.” – Benjamin Franklin
Thought of the Day
I was in the middle of a meeting yesterday when my cell phone rang. I do not typically answer any calls during a meeting but I informed my client I was expecting a call. That said, it was not my call but a cold caller! The typical mundane salutation immediately perturbed me, “Hey are you”? I retorted with the issue my number was private she should not have access. She replied, “I got it from a list.
This is the reason why cold calling gets its knocks. It is the reason why selling professionals gain the stereotype. It is also the reason why many individuals are having issues opening doors. Einstein once stated, “Insanity is doing the same things repeatedly and expecting a new result.” Why follow the rules of the foolish when you can no results. Cold calling when done incorrectly only leads to a fools method of rejection.
Best Practice
Cold calling is still a method of obtaining new business if done appropriately, strategically and professionally. Here are some tips:
- Prepare for every call before you pick up the telephone. Research the company, the person and identify the possible objectives the client might desire.
- Prepare a list of questions for each call. Know what you are prepared to say before you say it.
- Do less talking and more questioning. More information is gained when the prospect does the speaking.
- Make notes and paraphrase when issues arise so they are understood.
- Listen for objections to address additional questions.
- Open the call with potential issues for the client not tiresome lines.
- Realize you are not selling product, merely building a relationship.
There are 12 techniques you can use daily to assist you sales efforts. If you seek a quick 12 step tip sheet for cold calling email me today. And ask about our Free 30 Minutes “Sales Acceleration Coaching Clinic”.
©2009. Drew J. Stevens Ph. D. All rights reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Selling and the soon to be released Ultimate Business Bible. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness with Dr. Drew. To gain a free 30 Minute Coaching Session or to request Secrets of Ultimate Business Success contact Dr. Drew today get the proper prescription for your success.
Posted in Customer Relationship Management, Referrals, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, customer service, lead generation, leadership development, marketing, negotiating techniques, negotiation, networking, relationships, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales techniques, sales tips, sales trends, selling skills, selling techniques | Comments Off
November 19th, 2009 admin
It is the age of information and knowledge, but it is ironic how lazy many have become. Each day I am amazed over the emails, newsgroups and other electronic media requesting innovative methods to sell. Folks if you or others like you are not making your numbers and seek answers to your selling woes look within! If you seek The Secret, here it is… there isn’t any. There are four issues prevalent in today’s society:
- Selling is a relationship business. And, your relationships should be with buyers not gatekeepers. I suggest a quick review of your address book and CRM system. As they say in the database world; garbage in, garbage out. Further look around you and determine whom you speak with and whom you network. Filter your network to only include those that can make a purchase decision.
- Selling requires a process. If you have never been taught how to sell and your organization does not provide training- invest! There is nothing more sickening then the person that wanders in the woods without breadcrumbs. The process of selling is similar to a GPS system; it guides you toward your markets, your buyers and your eventual contracts. Research shows that failure to have a solid process negatively impacts your closure rates. I am amazed and those that desire results but refuse to invest in expertise. Do you join a gym yet never exercise?
- If you build it they will not come. I tire of stupid organizations that believe their product and service sells itself. Recently a young man approached me about coaching and he requested reimbursement from his structural engineering company. The President stated, there is no need to invest in training since engineers do not need to know how to sell. This pomposity ruins organizations and profits because they will not or ever will invest in their greatest asset- sales. If you work for such an organization or your present manager shares such beliefs- leave. Trust me the business will not be around long.
- So many even those reading this post feel victimized by customers, competition, the recession, etc. These are excuses not solutions. Stop hiding behind rocks, rugs and rooms and begin to invest in things that help you become innovative. While there is much uncertainty during a recession, there are assurances. 1) Growth and innovation spark during recessionary times. 2) Those that move are not captivated by fear. 3) Those that go against the tide thrive. Start learning, growing and educating not getting stuck in the malaise of Internet promises. Create your own original opportunities. By gosh do something!
There are 12 techniques you can use daily to assist you sales efforts. If you seek a quick 12 step tip sheet for selling efficiency email me today. And ask about our Free 30 Minutes “Sales Acceleration Coaching Clinic”.
©2009. Drew J. Stevens Ph. D. All rights reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Selling and the soon to be released Ultimate Business Bible. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness with Dr. Drew. To gain a free 30 Minute Coaching Session or to request Secrets of Ultimate Business Success contact Dr. Drew today get the proper prescription for your success.
Posted in Customer Relationship Management, Dr. Drew, Dr. Drew Stevens, Drew Stevens PhD, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, customer retention, exceeding customer expectations, lead generation, leadership development, pipeline management, practice management, price objections, prospecting, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales trends, selling skills, selling techniques, selling tips, selling to c-level, tip of the week | 1 Comment »
February 21st, 2009 admin
Television is boring and I do not watch much of it but I was viewing the news the other day when a commercial appeared for a dietary product. A celebrity spokesperson was pitching a product and stated there are 10 vital reasons why consumers should purchase. For the remaining 26 seconds she discussed 10 benefits to her, who cares! Viewing in disbelief I thought of the selling profession and the relevance of a great play.
For those of you that every watched the play or movie “Phantom of the Opera” there is a beautiful scene when Christine Daae looks in the mirror located in her dressing room and is introduced to the Phantom. During this scene the Phantom sings the words, “Look at your face in the mirror I am there inside…” Christine sees the Phantom- not herself. The metaphor between the Phantom and the ridiculous commercial is this, how often do selling professionals make presentations where focus is on the sales person. Who cares?
There is only one item that a selling professional must focus-the customer. One does not do so by allowing focus on them. Too many professionals spend too much time worried about their compensation, and their territory, they lose focus on the most important asset- the client. It is disheartening that professionals have become egocentric. Selling professionals must direct conversation to the client. Sales professionals can create better music with few alterations.
Preparation
One of the most daunting items I experience when coaching sales managers are the numbers of selling professionals unfit to speak to clients. Some, not all, have little knowledge of the client, the industry, the competition and the issues. Selling professionals simply cannot engage in meaningful value driven dialogue if there is no understanding of the client’s issues. It is imperative to read the press, conduct some research, view the website, anything possible to better understand whom you are speaking with.
Stop Feature Selling
Prospective customers are only concerned about what the product or service will do for them. Focus on value not on features. No one buys features.
Emotion makes the sale
Customers make a purchase because of the emotion evoked with the use of the product. Marketers are masters at creating sensory awareness and this is a useful tool for selling professionals. Consumers never make rational decisions. In fact logic makes people think, however if you want them to purchase then you want them to act. Enlighten emotion by engaging the five senses with benefits and value.
Conversation
The best selling professionals understand how to engage in conversation. Yet all questions and comments focus on the value to the prospective client. Good selling professionals provoke questions that engage the customers pride, passion, purpose and painlessness. In fact, the better the questions the more engaged the customer creating more listening for the selling professional.
Focus
Some selling professionals are anxious to make a sale. In doing so, they are focused on the future and not the present. Professionals must avoid distractions such as cellular phones, email etc and live in the moment to maintain energy, direction and speed on the client issues.
Stop Closing
Too many selling professionals spend more time attempting to close business rather than create relationships. People buy from those they know and those they trust. Closing techniques only annoy and frustrate, if you want business, make friends first.
The best plays like Phantom harmonize perfectly because of the outward focus of both actors and musicians. All the comprehensive pieces perform melodically to engage and entertain the participant. Selling requires a similar methodology. The core of selling harmoniously requires professionals to be outwardly focused and intently maintaining the moment. Orchestrate your next appointment with proper questions, enough homework and the desire to create relationships.
©2009. Drew J. Stevens Ph.D. All rights reserved.
Posted in Customer Relationship Management, Drew Stevens PhD, Leadership, Referrals, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, exceeding customer expectations, lead generation, leadership development, marketing, marketing techniques, negotiating techniques, negotiation, networking, pipeline management, presentation skills, price objections, prospecting, qualifying, recession, recruiting, relationships, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales strategy, sales techniques, sales tips, sales trends, selling skills, selling techniques, selling tips, selling to c-level, tip of the week | Comments Off
December 18th, 2008 admin
Leadership issues have grabbed the attention of the media this year. From Wall Street to Main Street leaders and their antics created allure for paparazzi and journalists. From January through December 2008, professionals from a myriad of industries carved their niche into celebrity status.
While many Americans are trying to place the antics and affects of 2008 behind them, it is time to honor those that created headlines, hysterics and horror. Numerous leaders created more chills and thrills than the video game Grand Theft Auto. The Leadership class of 2008 is certainly memorable- and not for many humanitarian reasons. The staff at Stevens Consulting Group honors the foibles of those honored Leaders in the 2008 Hall of Shame.
5) Angelo Mozilo/CEO Countrywide – Mozilo, who founded Countrywide built and destroyed the leading provider of national mortgages is one of the most egregious on our top 20 list. With oncoming foreclosures a melting stock market and numerous downsizings, Mozilo manufactured a buyout of his firm, severance packages for him and his executive team and still manages the lifestyle of the rich and famous. Mozilo is certainly a legend in his own mind.
4) Merrill Lynch Board of Directors/Stanley Gault – Accountability clearly met its match when Stanley Gault former CEO of Merrill Lynch was terminated in December 2007. Merrill Lynch’s Board deserves a standing ovation for giving Mr. Gault over 161 million dollars in severance. Hmm. Mr. Gault lost $8 Billion in the last quarter of 2007 and was still rewarded, makes you think what would happen if he lost more money? Further, after Gault’s departure, Merrill Lynch signs on John Thain for $50 Million. Obviously there is a printing press in the basement of World Financial Center.
3) President George W. Bush – Just when America needs leadership, George Bush hides from the media. Gasoline skyrockets to almost $5 per gallon, the war in Iraq continues to advance and the stock market falls mightier than the falls in Niagara, but Bush says little. When citizens are in peril they seek guidance and leadership from those in command. January 20th cannot come soon enough!
2) John Thain CEO/Merrill Lynch – What is there to say of the individual John Thain. Mr. Thain gains a $50 million package to help bail out Merrill Lynch and in the first quarter losses $9 Billion dollars and in quarter three of 2008 manages to sell the firm to Bank of America and then secures the top position. Wait, there is more. Just a few short weeks ago, Mr. Thain negotiated, no argued with the Merrill Lynch Board of Directors for the entitlement of a $10 Million bonus. Only days later Bank of America announces a downsizing of 35,000 employees. Who is more egregious Mozilo or Thain? Tie ball game here and both should be ejected for illegal procedure.
1) Securities and Exchange Commission/Bernard Madoff and 3 Automobile Executives – This year for the first time we have a tie for first place, beginning with the top three automobile executives. It is impossible to think that without a strategy and plan, one can win at anything. Yet because of muscle and history, three automobile executives come to Capital Hill pleading for taxpayer dollars. And, they wonder why the bubble burst after the dot com debacle! Manny, Mo and Jack should all be penalized for a lack of control, a lack of leadership, a lack of strategy and a lack of brains. No homeless person requests money driving a Cadillac. All three should be shown the ejection button.
Finally, just when all was beginning to settle we come to find a 70-year-old Wall Street trust bilking droves of friends, family, foundations and peers from billions of dollars. Worse yet, the SEC had Mr. Madoff and then let him go because they trusted him, how nice, they trusted Hussein too! Accountability is the most prominent issue when it comes to leadership and obviously the SEC lacked.
Until next year and a new class of entrants, Happy Holidays.
©Drew J. Stevens PhD. All rights reserved.
Posted in Drew Stevens PhD, Leadership, leadership development | 3 Comments »
October 8th, 2008 admin
I just completed my morning coffee and dose of Wall Street Journal when I read that AIG the world’s largest insurer, spent $440,000 on a posh California retreat for its executives, complete with spa treatments, banquets and golf outings, the expense-spent days after a massive billion-dollar bail out. These egregious individuals used money-borrowed money for an annual sales feast.
Not only is there issue with the timing of the event, but also once again, we take issue with leaders that lacking critical thinking, empathy, and humility. While many pundits find concern with interest rates and liquidity, the true issues lie in the leadership of many banking and credit institutions. The avaricious leadership of many organizations operates in a callous vacuum with little concern for its most vital assets- employees and customers. The items binding these assets to leaders are trust and respect, which appear to feverishly diminish. The problem with many of these leaders is creating a Darwinian environment. It is difficult to question the morale and productivity issue when so many leaders are narcissists and employees abhor their leaders.
Fortunately, there is a microcosm of these leaders. Many others understand the value of the employee and the mantra of customer first. Curiously, what is it that separates quirkiness from exemplary? We believe it comes down to six basic premises.
Exemplars. It seems ages ago, but leaders once were within organization. Names such as Iacocca, Lincoln, Ford, etc, were associated with pragmatism and trust. Very few leaders allow innovation, collaboration and excel at organizational communication. Present leader must illustrate vision and value. They need to say what they mean and mean what they say. When more leadership personifies with names such as Jobs, Kelleher and Barrett, the trust factor will return.
Accountabliity. Our firm speaks of this much simply because there is not enough. Leadership simply does not hold individuals accountable. In addition, current boards of directors do not hold leaders accountable. Ethically – speaking boards and their directors continue morale corruption stemming from perennial relationships. These must terminate. Boards must develop from strangers and stakeholders that desire organizational best interests. Further, boards and executives must be accountable. Our research with Power Managing Resources illustrates the need for leaders to be accountable. Rather than pacify with bonuses, and options, underperforming leaders must amend or terminate.
Action. Similar to issues of accountability, organizations must require timetables and action steps. Employees and executives bemoan work. We often hear how occupied individuals are. We constantly hear of the complaints related to massive workload. However, statistics show that workload relates to procrastination. If organizations are so busy individuals would not have time for cigarette breaks, lunch or in the case of AIG spa outings.
Ethics. Where are the ethics in organization? After the debacle of Enron and World Com, Congress developed the Sarbanes-Oxley Act to protect against flagrant behavior. Organizations cannot provide an ethics assessment for each leader, but clearly, organizations with issues lack leaders with integrity. When Boards of Directors place more checks and balances on the leadership, perhaps there is a return to normalcy. You might consider our workshops to aid your issues.
Communication. Where is the feedback in organizations? Leaders must provide consistent and constant communication. A study by the Corporate Leadership Council in 2003 reveals leaders have a tremendous impact on an employee’s level of commitment, of which 70% is relationship. If communication is the core of any relationship, leaders cannot overlook the most vital tool. If leaders are too absorbed begin leaders, perhaps it is time for a change.
Trust and Respect. When leaders lose trust, they lose everything. We use an exercise in our workshops comparing good and bad leaders. The core or each is charisma and trust. Followers that trust leaders, do anything for them. Review history for great examples, from Attila the Hun, to Hitler to Saddam Hussein; the respective followers right or wrong, place all their faith because of trust. Similar to communication, trust is the core of great leadership.
There is a ferocious wind blowing at Wall and Main Street, a wind so fierce that it resembles a horrific tornado. So quick are the winds that corporations struggle at times to secure their foundations. These are the winds of change. There is change is financial markets, change in credit markets, change in demographics and changes in trust. The winds will disperse when leaders lead, become compassionate, and enliven trust. Until then, the winds will constantly blow from rage, suspicion, and avarice. Leaders help the meteorologist forecast better days ahead.
2008. Drew Stevens. Ph.D. All rights reserved.
Posted in Leadership, leadership development | Comments Off
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