You'll Never Get What You Want, Until You Ask, & Close The Deal!

Everything we do in life involves the sale of either a product or a service. While many professionals often cringe at agreeing with that premise, the reality is that in some manner or other, each of us need to sell either ourselves, or someone else, on either an idea, a service or a product.
Having trained salesman and marketers, as well as their managers, for over three decades, I have observed innumerable individuals who never achieve the results that others, who often appear to have less talents or abilities, end up with. Many marketers and salespersons make the mistake of painstakingly preparing and rehearsing their presentations (or "shpiels"), and often give a technically near-perfect presentation. However, often others with lesser presentations end up with far superior results.

The main reason for this often is something that is referred to as "closing," or "the close," or "the ask." When someone does not ask the person he is presenting to for some sort of commitment or agreement, he rarely will get it volunteered. Effective and productive presenters realize that one must ask something like, "Doesn't it make sense?" and wait quietly for a response before proceeding.
When these same people role play, or rehearse their technique, they nearly always do close. Then why don't they when the real opportunity comes up? At one point, I over-analyzed this situation nearly to death. I "bought into" all the philosophical "mumble-jumble" that is given by those without true experience or expertise, who have simply read or heard something somewhere. However, over time, I have come to a very simple reason why closing is not done in real-time situations. Many individuals have difficulty going outside their own personal comfort zones, to ask for the "sale" or "deal" or "agreement." When one does not ask, they almost never get to the "deal" stage.

The same is true in negotiations. I have conducted hundreds of negotiations in the last three decades. One only has a chance of getting any type of adjustment or concession during a negotiation if you ask openly for what you want.

Therefore, it is important that each of us understand that it is not the presentation that counts, as much as the "close." If you really want something, you must ask! Too many of us make excuses, and blame others when we do not achieve our objectives. Achieving objectives is very often dependent upon taking personal responsibility and doing what is necessary to get it done.

What Ever Happened to Customer Service?

In the "old days," when many stores in numerous industries were what we would consider "mom and pop" stores, whenever you entered the store, you were greeted by your name, and often you would enjoy some personal time conversing with the owner. In today's world of few small stores and many large stores, much of that personal touch is ignored, and there seems to have been a departure from the concept of serving the customer and his needs. However, this also appears to be the case in many service - oriented businesses, where digital communication has often overtaken personal service!

In my town, there are a number of cleaners, some large and some much smaller. While the larger ones are often lower priced and have faster turnaround time, I still prefer using a small "Chinese Laundry" that has been in this area since 1947. Every time you go in, they know who you are and they chit-chat just enough (Enough to be friendly and welcoming while not so much as to waste your time). As you enter, even before you hand in your Claim ticket, they are already retrieving your cleaning, and pay particular attention to detail. While I would be very hesitant to bring some of my better custom made shirts to the other cleaners, I don't hesitate to bring my shirts here. They combine superior customer service with quality.

When I go into my favorite cell phone store in town, they fully understand and cater to my needs. They are patient when I don't understand something or one of my kids invariably lose or destroy their phone. They never try to "nickel and dime" me to death, and I never hesitate to refer others to them. Contrast that with the cell phone store nightmare stories that I have heard from others where someone tells me about the great "deal" they were offered, only to vehemently complain shortly thereafter when the inevitable complication or problem occurs. I know that my store, which has been in business far longer than most in its industry, does more business, more repeat business, and is more successful than most of the others. Their commitment to their customers is what sets them out from the rest.

Many of us have heard auto mechanic horror stories, how someone was either lied to, overcharged, charged for something that wasn't needed or done, or given shoddy service. Again, in my town, I have been fortunate enough to have found an honest mechanic who stands behind his work, and goes the extra mile for his customers. While my mechanic may or may not always be the least expensive, to me having the peace of mind and honest service is far more important than shopping around simply for price. Why aren't there more like these?

When you have dealings with a Realtor, financial adviser, or consultant, do you appear to be receiving personalized service, or simply made to fit into their preferred system? How quickly are your phone calls, emails or texts, responded to? If they make excuses later, rather than responding quickly, you are probably not receiving the service you deserve!
 
All of us have gone into stores, offices, department stores, warehouse stores, etc., where we are either unable to find any assistance, or the assistance is rude, pushy or otherwise unpleasant. Smart stores, regardless of their size, understand the importance of customer service, yet few make it the priority it is. Just think about that the next time you are placed on hold with a recording that tells you to type in your account number, etc., only to be asked all that same information once you are "lucky" enough to get a live person on the other end of the line.

Those That Don't Know, Should Reserve Comment, Until They Do!

There is very little as aggravating to a professional consultant than when ill-informed individuals find it irresistible to offer their opinions on issues that they have little to no knowledge. Perhaps the most aggravating is when these individuals banter around numbers, financial figures, or analysis based on incorrect or faulty premises. One of the major "problems" with using data or numbers, is that it often follows the computer rule of "junk-in, junk-out." All too many untrained individuals either misinterpret data, or do not actually understand it, yet find it seemingly impossible to "remain on the sidelines" when they have nothing to offer.

As a professional negotiator and conference/ convention/ event planner/ organizer for more than three decades, it is even more aggravating dealing with these types of individuals, because their momentary lapses in judgment, are so often extremely detrimental to achieving optimum results. A quality, professional negotiator understands, almost to a science, what needs to be negotiated, and what is realistic and fair to ask for. Asking either too much or too little can be potentially equally disastrous to getting the best results in a negotiation. The opinions and interference caused by often well - intentioned, yet nearly clueless individuals regarding conference/ convention/ event planning and organization, can cause poor planning, lack of preparedness, efficient time utilization, etc.
Prompt responsiveness is essential in many aspects of various dealings. While professionals generally understand and appreciate this necessity, others often procrastinate or delay, which in many instances, causes cost overruns, inadequate or proper planning, and lack of necessary and proper attention to detail.

One of the most overused terms by these types of individuals is "micromanagement." It seems that whenever someone tries to explain away a lack of preparedness, they say they don't want to micromanage. To make it even worse, many of these individuals become "defensive" and object to receiving input, because they claim that they "refuse to be micromanaged." What does that mean? If one does not give feedback that is necessary to remedy and correct errors, the professional is neglecting his duties. Yet, the same individuals that are so woefully inadequately prepared in terms of understanding necessary issues, will complain that giving them input is micromanaging.
If all volunteer leaders were so well prepared in all necessary aspects, then there would be no need to utilize the services of a professional consultant. Unfortunately, however, most individuals that ascend to positions of organizational leadership are often not prepared. While it might be considered somewhat harsh to refer to many of these people as "clueless," that is often the case. Many of these well - intentioned individuals are in way over their heads.

This will continue to happen as long as organizations do not recognize that training is so essential for leaders. Organizations using professionally designed and administered leadership training programs generally experience far better leaders, and evolve successfully.

"Selling," & "Being In Sales," Are NOT The Same!

Carefully observe, and beware of anyone that responds that he is in sales, when asked what he does for a living! It is important to understand that there is a significant difference between selling and merely being in sales. While many individuals are in positions of sales, they are not all actually selling in a professional and impactful manner. If you are involved in any form of sales (and remember that nearly everything we do is selling, either a product, a service, or ourselves), you should ask yourself some pressing questions: 1. Are you prepared?; 2. Are you a closer?; 3. Is your technique professional? One of the best salespersons I have ever met had a cartoon pasted on the back of his office door, that he referred to constantly. It showed a man badly in need of a shave and looking disheveled, and the caption was, "Selling is like shaving. If you don't do it every day, you're a bum!"

1. Professional sales means committing to preparation, thus enhancing and potentiating one's techniques and seamless efforts. When this is done, it often does not even appear to be selling, but becomes second nature, seems effortless, and is automatic. Mere selling means trying to make a sale, often appears desperate or pushy, and often looks merely robotic, somewhat forced and generally artificial and scripted.

2. Are you a closer? This means do you consistently ask the other person for a commitment, some action or commitment? Being a closer often means that you close your presentation merely by saying something like, "Doesn't it make sense?," and waiting for a response and "writing up an order." Are you able to transform a high percentage of your presentations to sales (or commitments, etc.)? Is your closing percentage better than average, and are you able to close the deal while others often are unwilling to persevere?

3. How is your sales technique? Is it technically sound? Do you seem confident without appearing either smug or overly pushy? Do you look forward to handling and responding to objections and/ or concerns expressed by those you present to? Does your presentation move forward like a quality story does, with a beginning, middle and end, that begins by making others interested, motivating them to listen and care more, and then transform that to taking the action you desire? In other words, is your presentation both impactful and meaningful enough that others "see the light"?

Don't think that simply holding a position in sales mean you are involved in selling! While being in sales merely describes your position, selling involves a proactive, strategically arrived at, position!

Do You Create Your Own Stress?

There is adage that we are often our own worst enemy for a very important reason, which is that it is all too often true! While many will say that stress is often unavoidable, it should be understood that one person treats and reacts to as stress, another views as merely one of life's challenges, and decides not to permit these obstacles to get in his way. More often than not, we let potentially stressful circumstances control us, rather than maintaining control over them. Personal stress is often intensified because many spend more time and effort worrying about what might go negatively, or what might go wrong, than focusing on best alternatives, methods, and approaches. Indeed, it is our perception that often creates our attitude, and when negativity out - battles our positivity, we resort to debilitating behaviors and fixations. Those that dwell in possible negatives inevitably bring on what they most fear.

1. What is achieved by dominating worrying? Instead of being helpful and productive, when we permit our worry control our mindset, we shrink away from taking timely, needed and production action. While the adage that whatever our mind can conceive of and believe in, it can achieve, the opposite is generally also fact. Therefore, when our mind focuses on our fears and what might go wrong, we generally open up the floodgates for it to come pouring through.

2. Our level of harmful or debilitating stress is related to our personal attitude. The more we approach life from the positive, the better we are capable of handling and growing from our stresses. When the Nobel Prize Winner Dr. Hans Selye discussed stress, he referred to debilitating or harmful stress, which is non - productive, versus eustress, which is when we use things that happen or might occur, learn from them, and become even better and stronger. Strength of character is nearly always directly related to the level of our positivity of attitude.

3. Avoid dwelling on the negatives! Instead of being a victim of the paralysis of reality and perceptions, our best and most productive approach is invariably focusing on ways to get things done, and overcome obstacles, rather on how those negatives and potentially stressful scenarios might cause problems. The strongest individuals never perceive problems, but rather believe in challenges that the right alternative and approach will overcome and defeat.

Don't live your life as a victim of what might be! Instead, move forward by planning and taking productive steps to determine your own destiny.

Being A Good Team Player, Does NOT Mean Blindly Following & Obeying

There is an adage that "there is no I in team," and while an over-simplification, is often the essence of effectively getting a project done, and done well. Many people confuse being a "good team player" with not taking any individual initiative. "Team players" that follow that kind of behavior rarely benefit their team of organization, but merely are often using the "team player" concept as a justification for not doing what's expected or needed of them. A good "team player" works with others in the group toward a common goal or vision, and each individual works either alone or with others toward the satisfactory completion of certain goals. However, being a "team player" certainly does not mean that an individual should "blindly" agree with others, if he has good reason to believe that he is right, and that their decision is neither well thought-out, nor beneficial to the organization.

In order to be a good "team player," one must understand the organization's needs, mission and vision. The individual must listen carefully and fully "buy into" the organization's significance. This individual must subordinate his own ego to the good of the group, and use his abilities to help the group. If the individual disagrees with the way the organization is going about achieving its goals, either believing the current methods being used are either incomplete, ineffective, or could be improved using another technique, it is the responsibility of that individual to respectfully approach the group and voice his concerns. This does not mean blaming anyone and certainly does not mean bead-mouthing anyone or anything. It means effectively explaining his case, and why changing the approach will improve the effectiveness and ability to achieve the organization's goals.

Unfortunately, all too often, individuals will accuse someone who disagrees with them of not being a good "team player." Very often, there is nothing further from the truth! If one really cares about an organization's mission, he will attempt to improve its ability to successfully achieve its goals, rather than simply following the less effective "status quo."

There is a big difference between trying to improve an organization to make it more effective, and making radical changes that changes the organization's identity, often abandoning the mission (or reason for being) of that organization. There is a clear and distinct difference between evolution and revolution. All organizations need to evolve and adapt to changing times, by improving the way certain things are done. Organizations that do that live on for a very long time, and continue to achieve and merit belonging. As I've evaluating numerous organizations over the last three decades, I have noticed that in most cases, organizations that follow the "revolutionary" approach nearly always fail, because many of their most loyal and fervent followers and supporters feel a sense of abandonment, and the reason (justification) for the organization's existence (which is its mission) no longer continues in a recognizable form.

Organizations need "team players," while nurturing leaders who have the vision to work with members for the common good of that organization!

If You Want Your Goals To Make A DIfference, Write Them Down!

Most of us have repeatedly been instructed that it is necessary to have an essential dream, a personal vision, and create important and relevant goals, if we wish to be successful and to achieve. However, simply having goals is not enough, but rather it is necessary to have a mechanism in place to transform goals into reality, by taking action. Many studies indicate that the vast majority of individuals perform and achieve better when there is a visual aspect to their learning, commitment, habit and behavior. It is for this reason that most great achievers have dreams that they visualize and which motivate them, create goals and an action plan, and don't simply think about or try to memorize what they wish to do and how, but rather, put these goals down in writing and refer to them often and repeatedly. Brian Tracy stated, "Committing your goals to paper increases the likelihood of achieving them one- thousand percent."

1. Even the most important and far- reaching dream fails to yield results unless it motivates the dreamer to commit to specific goals, which he then designs an action plan to achieve. In order to optimize one's results, write the goals down, first in broad thoughts, and then in specifics. Explain in writing your reasons for why these goals are so important. Then put them in a priority order. Then put them down with a time table or timeline for when certain actions need to be taken, and why. Create this action plan in such a way that you think your ideas through thoroughly, and you decide upon a first or preferred course of action, as well as numerous alternative or contingency approaches to achieving your most essential goals. Commit to these thoroughly and review these notes and ideas on a very regular basis. This will both motivate and refresh you on your personal journey.

2. Never forget that you must believe in yourself in order to achieve these goals. In the majority of cases, a most effective tool is the use of affirmations. Affirmations must be personal positive statements regarding matters that are most important to you personally. They must always be stated in both the positive/ affirmative as well as in the present tense. For example, if you feel you need to become a better speaker to achieve your goals, an affirmation might be, "I am an enthusiastic, stimulating speaker that audiences enjoy listening to." Note that the statement is specific, positive and in the present tense. Try this with items that you feel you would like to personally pay more attention to, or get better at.

Most of us find visual learning the most effective. Some use this method in conjunction with others, while many find it to be their preferred methodology. Write down what you want to achieve and what you need to do. Make sure your goals are your personal ones, and not merely something you perceive others want to hear. If you don't identify goals that matter to you, they won't inspire or motivate you in any sort of positive manner!