07.29.20
Posted in Taking the Credit at 3:16 am by Administrator
A rep recently told me of an interaction regarding one of his top accounts and his immediate supervisor. In an effort to endear himself to upper management, the supervisor took credit for the exponential growth in the account. Reality was that the supervisor was late to the show but trying to manipulate the information in an effort to make himself appear stronger and more important to his direct reports.
The disturbing truth is when this happens the supervisor’s ability to effectively lead is severely compromised because he made it about him and not his team. Great coaches celebrate the victories of their players and talk about how the players excelled in the midst of doubt and adversity. Today and every day, celebrate your team and their victories.
Make it a great day!
Regards,
Brian
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06.20.20
Posted in More Than a Boss at 10:43 pm by Administrator
In recent days, a diverse group of ages, race and gender on our team have expressed concerns and fears over the events taking place in our nation. As a leader, when we are faced with difficult conversations and varying opinions, it can be difficult to navigate those waters. However, I believe we have a responsibility to listen and offer advice when appropriate. Being a boss is not simply telling people what to do but more importantly it is leading in a way to bring the best out in each individual.
Our leadership shines when we place value on people and lift them up, especially when they may be suffering from prejudices or injustices. While our opinions and answers may vary as to solutions, I believe we can agree that positive change starts with each of our individual interactions with employees, friends and strangers by treating them better than we expect to be treated.
Regards,
Brian
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05.24.20
Posted in Who Are You Going to Believe- Take 2 at 4:34 pm by Administrator
Below is a piece I wrote during the “Great Recession??? in 2010. While there are even greater unknowns and concerns today, I personally have to choose hope over hopelessness, winning over losing, and light over darkness.
The horse is here to stay but the automobile is only a novelty – a fad.??? – The president of the Michigan Savings Bank advising Henry Ford’s lawyer, Horace Rackham, not to invest in the Ford Motor Co., 1903.
“We don’t like their sound, and guitar music is on the way out anyway.??? – Decca Records, when they rejected The Beatles, 1962.
Scientists See Ice Age In the Future.- The Washington Post, January 11, 1970
The nay-sayers and dooms-dayers have always been with us. Especially in times of economic and social uncertainty they seem to prosper with statements filled with gloom. These statements range from the financial disasters awaiting the world to the failure of capitalism in the United States of America to other dire global health and natural disasters that are bound to happen. With this daily bombardment of the-sky-is-falling predictions, who are you going to choose to believe?
While I’m not minimizing the seriousness of the problems that we are currently facing, we have to make a decision. Either we are in business and in life to build something worthwhile or we are going to drift along at the mercy of every negative statement that tells us the best years are behind us, that no one is interested in our idea, our product or our mission. The very essence of the pioneering spirit that has made America great is the same pioneering spirit that drives you and me to risk it all to make a better life for our families and communities. We must believe in “can??? more than “can’t??? and in “do??? more than “don’t???. If the great inventors, musicians, doctors and scientists over the centuries had listened to the prevailing opinions of the day, our quality of life would be much less than what we enjoy today.
This week and the rest of the year make it a point to eliminate a crisis-like management style from your life and from your company. Recognize that things may be tough but lead your company to operate with a sense of purpose and vision that will inspire growth and creativity. Choose to believe in success and not failure.
Regards,
Brian
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04.26.20
Posted in Those Who Did Something at 4:28 pm by Administrator
The stay at home orders have been in effect in many areas now for more than four weeks. Many of us have adjusted well but some are struggling.
Your normal day of visiting clients at their place of business are probably non-existent. One point of encouragement that I would like to offer for those who work in outside sales is this; reach out daily to your accounts, their staff via phone calls, texting and email. If they are willing, offer online or video conference training to help them maintain their knowledge. It doesn’t have to be about selling something but make it personal- asking about family, how they are getting through the challenges, what are they looking forward to once this is over. I’ve known some outside reps who are having lunch delivered to offices that still have a small group working or video chatting just to see a face.
Yes, business has changed and it is a challenging time. Those who are proactive now and not hiding, will be the ones who emerge more quickly and stronger than those who did nothing.
Stay healthy and full of joy!
Brian
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03.30.20
Posted in The Importance of Others at 12:18 am by Administrator
By now you probably have become quite proficient at Zoom meetings, working remotely and may be just a little tired of those email subject lines that begin with “COVID…”
As we all adjust day by day, the importance of the need for human connection and interaction becomes more evident. Life and work flourish because of people-without people our companies stagnate and fail; without people our family units crumble. Obvious statements I know but I encourage you to spend more time making those connections than ever before.
And when this is over, continue growing those relationships appreciating how important they truly are.
Regards,
Brian
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02.24.20
Posted in Remember the 19- Not the 1 at 1:32 am by Administrator
I’ve been reading “The Nordstrom Way??? which highlights the quest for exceptional customer service. One of the Nordstrom brothers reminded a salesman “You can wait on twenty customers and they are all friendly except one. So you might go home at night remembering the bad one and forget about the nineteen who were so good. It should be the other way around.???
Our human nature is to remember that one person that made our day difficult instead of the many that helped us and were actually pleasant to deal with. This week, make it a goal to focus on those that made the days easier and not the ones that try to make it difficult.
Regards,
Brian
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01.26.20
Posted in Just Answer the Phone at 4:29 pm by Administrator
It has become a game. Will the sales rep I’m attempting to contact answer their phone? I’ve tested it. I make the call- straight to voice mail I go. I send an email and within seconds have a response.
I wanted to talk to this rep to discuss nuances of a particular quote but they live behind a screen replying but not truly interacting with customers.
If you do much reading or listening, this is a common complaint that many make about their person to person interactions. Whether it is generational or not, I do not know. What I do know is that when you have a direct conversation over the phone or face to face, it is a refreshing interaction and you are usually not left wondering whether or not what you said was misinterpreted.
My advice- get off the screen, go see someone, talk to someone and you will experience professional and personal growth.
Regards,
Brian
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11.25.19
Posted in How Is Your Steak? at 1:00 am by Administrator
“Sir, how is your steak?” I’m not one to usually complain at a restaurant but my expectation for a more expensive rib-eye steak was that it should be hot and it wasn’t. The server asked if I wanted a new rib-eye or wanted it re-warmed. I chose the latter and all was well. A few moments later, a manager came to our table and apologized for the inconvenience and told us there would be no charge for either steak.
I did not expect that and wasn’t asking for the meal to be discounted but it was a nice gesture and showed me that they cared that our experience was less than perfect. My thoughts of it being just an ok meal for a higher end restaurant was changed because of their concern and response to a challenge.
There will be times when our customers do not experience the level of service that they should. The quicker we respond and show them that we care and want to do what we can to improve that experience, the better chance we have of continuing to grow the relationship and overcoming the situation.
Enjoy your Thanksgiving and many blessings to you and your family.
Brian
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10.19.19
Posted in Should Have Made the Call at 6:54 pm by Administrator
The basics of promotion and marketing are relatively simple but I was reminded recently that basics sometimes get overlooked.
When promoting an event I relied heavily on emails to inspire attendance. I neglected to balance that with direct phone calls to the VIP’s that were expected to attend. It was a reminder that in today’s barrage of emails, a personal call to someone can work in ways that email fails to do. A phone call and text is harder to ignore than the personal touch.
So for all of you VIP’s out there who miss me, stand by for your phone call… or you can also call me!
Regards,
Brian
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09.17.19
Posted in Wear Jeans to the Office Tomorrow at 6:59 pm by Administrator
A large corporation experiences a senior management change and one of the first meetings ends with this comment, “Everyone wear jeans to the office tomorrow.” That seems like an inconsequential comment but it signaled to a traditional business that there was going to be a culture shift.
What is it in your organization that would be a good cultural shift? While a more casual environment may be an option, perhaps it is the way customer interactions happen, or it could be how upper management interacts with the customers, the sales and the operations team.
Take a moment and challenge your team to question and improve business as usual.
Regards,
Brian
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