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1. WHAT IS THE BEST WAY TO SEPARATE YOURSELF
FROM YOUR COMPETITION?
My answer is threefold: a) Focus on your goals; b) Caring more about the
customer than caring about the sale; and c) Grit in times of adversity.
2. WHAT IS THE MOST FUNDAMENTAL TOOL FOR
CUSTOMER RETENTION?
Proactive communication and honesty. Look, I don’t like bad news. No one
does. But I have told those around me, if you have bad news, please get it to me
quick so I can mitigate the losses and take action to turn things around.
3. WHAT’S BEEN YOUR BIGGEST TOOL IN REMAINING
ACCOUNTABLE PROFESSIONALLY?
As most folks know, I am driven by my goals. However, my insurance policy is
my team of trusted accountability partners who hold my fee t to the fire. I have
five accountability partners on my personal goals, three on my business goals,
and six on my triathlon goals. That’s 14 in total for a guy in his late 60's — and
they are “caring badasses”!
4. WHAT DO YOU DO TO LIVE A BALANCED LIFE?
I’m thinking of my wife Bonnie right now and she would laugh and say I’m
not. I disagree. For example, we agree two years in advance on how many
nights in a year I will sleep in hotels on business, how many nights traveling for
fun, and how many nights I’ll be home. For several years now, my nights have
been evenly divided among the three. Of late, I have been increasing the
number of nights at home. If I reacted to all the business opportunities I am
presented with, I’d be in hotels on business over 300 nights a year and the
balance would be shot. Getting buy-in early will reduce turbulence later.
5. YOUR MANTRA OF “HIRE SLOWLY, FIRE QUICKLY”: IS
THERE A BREAKING POINT?
Do you give second and third opportunities? On one polar extreme, I have
hired a salesperson whom I have fired before the end of the first day. I realized I
got bs’d in the interview process, and no matter how much training and
coaching I provided, ultimately I would be letting this hire go. Once I realized
it, I took action. (My bad on the interview/hire). On the other hand, I believe
in providing multiple chances as long as the salesperson still believes, is
committed to the systems and processes, and is demonstrating a solid work
ethic.
6. AT WHAT POINT ARE YOU TRYING TO BRING ON NEW
SALESPEOPLE?
First off, there is always room on a sales team for top performers. Accordingly,
there is no such thing as “fully staffed." Think sports teams. They all have a list
of recruits, are always courting them, and would instantly jump at the chance
to hire a top-notch performer.
7. HAVE YOU EVER PUT A LIMIT ON YOUR HEAD COUNT
INSIDE YOUR REGIONAL OFFICES?
My concern is that salespeople have too few opportunities. Justifiable? No, not
justifiable. No, I don’t believe in limiting the number of salespeople operating
in any location. It always makes me laugh when I hear this concern, which
usually is coming from a sales team that has less than a five percent share of the
market! Even doubling your number of salespeople would equate to maybe a 10
percent share, leaving 90 percent still out there! It’s a refrain often heard in the
franchisee arena. Yet, look at how many McDonalds are at each freeway exit,
with each capitalizing on the presence of the other. Heck, Starbucks has an
intersection in Vancouver with a coffee shop on three of the four corners, each
with lines (and they wanted all four corners!). In most businesses, if you want
to grow your sales, grow your Salesforce in quantity and quality.
8. WHAT ARE SOME EXAMPLES OF “TOUCH POINTS”
THAT HAVE BEEN MOST SUCCESSFUL FOR YOU, AND
HOW OFTEN WERE YOU USING THEM?
Rather than one or two examples, the key with touch points is their diversity.
Certainly, things about your company should be in there, but be careful of
being out of balance in this area as you will be perceived, rightly so, of
“showing up and throwing up.” Mix it up with things you personally know
about the prospects, things that are specific to their industry that can be
helpful to them, things that are of a general business nature that can assist
them, and things that are plain fun. As well, mix up the frequency of contact
based on the desirability of the prospect (note, all of this applies to your
customers/clients as well). Given all of that, I’ve always favored providing my
targets with info that will help them with their needs, opportunities and
problems that go beyond my products or services.
9. WHEN IS IT APPROPRIATE TO ASK FOR REFERRALS
FROM A CURRENT CUSTOMER?
Once we have established solid capabilities and earned the trust of the
customer, the answer is ALWAYS.
10. WHAT IS YOUR OPINION ON CONFIRMING MEETINGS
PRIOR TO THE DAY OF THE MEETING?
I’m a big fan. Time is money. We all start each week with 168 hours. In sales,
we should all know our hourly rate. Once you realize the economic value of
your time, you will tend to invest it more wisely. Think in terms of
professionals, like doctors. Today, most of them will reach out and confirm
your appointment. If you can’t make it, they will have systems in place to fill
your slot. Act professionally and confirm that your time is important.
11. HOW DO YOU KEEP YOUR SPIRITS UP WHEN
ENCOUNTERING A SERIES OF NEGATIVE/CLOSED
PEOPLE?
My first advantage is how compelling my vision and goals are. I am driven to
achieve overall success, so a few no’s are not going to impede me. I also think
back on the many times I’ve encountered rejection and how I ultimately
overcame such rejection by staying focused on performing high-payoff
activities. I will also think of Walt Disney receiving 307 no’s before finding
financing for Disneyland. It’s all about getting up and keeping at it.
12. WHAT IS YOUR ROUTINE FROM THE MOMENT YOU
WAKE UP TO THE MOMENT YOU GO TO BED?
With a traveling life like mine, routine can be quite the challenge. One
constant, however, is the calendar/to-do-list mix. Again, think doctors.
Generally speaking, they have no question of what their day looks like (except
for that medical emergency that needs to be squeezed in). They organize their
day by their calendar. I like to think of that calendar as each half hour having a
dollar value to me, and I’m attempting to max my “cashing in." There are
certain items on that daily calendar that may not seem to have a direct bearing
on our max revenue, but they do. Staying fit, eating and sleeping properly, and
budgeting balance are all necessary components. Those are the general
guidelines. As for me, I find myself guided by these principles and having to
work through them while spending two-thirds of the year on the road.
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