02.24.15
Posted in I Never Call My Rep at 1:39 pm by Administrator
“I never call my rep. I just call his manager for pricing. I go straight to the top.??? Those are the words of a flooring dealer. That statement could imply a few things
The dealer has no confidence in his rep.
There is no relationship between the dealer or rep.
There is a previous relationship with the manager and the dealer that the rep has not yet built.
The manager overrides whatever answer the rep gives and defers to the dealer.
As managers it can be difficult to let go and tell the customer that their rep is the quickest and most effective link to getting answers. A manager may enjoy the contact or it may add hours to an already hectic day because the manager is now doing two jobs instead of having a rep that could respond. The manager who teaches their rep how to build the relationship with the dealer and gives them the flexibility and knowledge of how to price or handle certain issues will be in a better position to grow the business and have a more productive day.
It is easy to get in the mode of solving a problem instead of teaching our employees how to solve and think through the situation. In the long run, it is better for us and the company because everything does not stop until one person responds.
Regards,
Brian
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01.27.15
Posted in They Never Called Me Back at 1:39 pm by Administrator
“They never called me back.??? How many times have you heard that from a sales rep? Perhaps you have used that line in the past. Attempting to contact a prospective or an existing client can be a lesson in frustration and most sales people stop at “They never called me back.??? The sales person begins to lament how the client doesn’t care and their frustration turns to anger at the client for not responding.
Successful sales people become energized by the challenge. Instead of avoiding the customer, they find creative ways to engage them. Leaving a voice mail or dropping an email for a customer is not enough. It may take multiple trips at different times of the day or week to their office. It may take partnering with another vendor that has a relationship in a non-competitive product and relying on the strength of their relationship to get you in the door.
Determination to succeed and not accepting excuses will change an under performing territory into one that rewards the salesperson and their company.
Regards,
Brian
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11.26.14
Posted in Uncategorized at 5:45 am by Administrator
If you have teenagers, you may have heard or been told that Facebook is for old people- old being anyone five years older than they are. I don’t know who they were talking to or about but I was the only one around. After I heard it once, I also heard it from those in their twenties so I started asking questions and researching to see if that statement is really true. Facebook is alive and well but the younger generation is turning to Instagram (owned by Facebook), Twitter and other apps. “Facebook has become a social network that’s often too complicated, too risky, and, above all, too overrun by parents to give teens the type of digital freedom they crave.” (Cnet.com, Jennifer van Grove)
As technology rapidly changes it can be difficult to adapt and stay current with what will best benefit your business. Being informed and communicating with people of all ages can help you be aware of what is trending and knowing what is important to your customers and employees. Also having an attitude that is willing to look at new ideas and technology can assist in keeping you at the top of your game and strengthening your organization.
Have a blessed Thanksgiving with friends and family and keep on Facebookin’ all of you “old” people!
Regards,
Brian
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10.28.14
Posted in The Same Answer? at 1:22 pm by Administrator
Purchasing a larger ticket item for our kitchen remodel, we had to deal with the challenges of back orders and inaccurate information. In frustration, I called the supplier to obtain an update and received the standard non-answer that I was given before. I asked to speak with the customer service representative’s supervisor and was flippantly told, “You can talk to my supervisor but you are going to get the same answer.” Needless to say, my blood pressure went up a few points as well as the volume of my voice. The supervisor answered the call and had the issue resolved in a few minutes and was very professional.
When employees have the flexibility and capability to give customers the information they need when they need it, it is critical to the continued success of a company. The more hoops that a customer has to jump through for information on an order or concern the more frustrated the customer becomes. Educating and training employees on handling difficult issues and challenging them on how to resolve an issue rather than allow it to spiral out of control can only lead to strengthening the market position of a company.
Regards,
Brian
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09.29.14
Posted in Incentives Instead of Discounts at 6:47 pm by Administrator
A friend of mine runs a non-profit for inner city work. He arranges programs for groups to visit the inner city and work for several days in a variety of service projects. Recently, he was told his prices were too high compared to other service programs. A consultant that he had worked with him shared to not be drawn into automatically discounting prices but offer incentives. Offer an incentive that rewards the group with a few dollars off if they send more participants or some other option that does not impact the bottom line negatively.
In sales, most of us cringe when we hear the price is too high or a discount is asked for. Instead of automatically thinking of how we can lower price, consider how to add value by offering an incentive to purchase more of an item, extended terms or an out of the box idea that ultimately results in higher profit or more revenue.
Regards,
Bria
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08.29.14
Posted in Celebrating Labor? at 4:02 am by Administrator
The first Labor Day holiday was celebrated on Tuesday, September 5, 1882, in New York City and was dedicated to the social and economic achievements of American workers. Even though this holiday is celebrated every year, many do not know the reason for the holiday. Think of the progress our nation has experienced over the last 130 plus years because of committed workers and business owners. What an exciting adventure that each of us are able to contribute our own part.
This Labor Day take a moment to celebrate the work that you do and to acknowledge those who work for and with you. Let’s continue to work to reach our full potential and encourage others to do the same.
Regards,
Brian
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07.29.14
Posted in The Honest Rep at 4:55 pm by Administrator
A sales rep receives a large order from a new client which has pricing on the purchase order that is higher than the price that was quoted previously. The higher pricing was shown on a price quote but was misunderstood due to the quantity being ordered. As far as the customer knows the higher pricing is correct. To tell or not to tell the customer- that is the question? To tell the customer reduces the order by $18,000.00 which will affect the sales reps commission and the revenue to the company. What would you do or tell your reps to do?
In this situation, the sales rep told the customer who corrected the purchase order. The customer was ecstatic of the savings but more importantly this new relationship was quickly cemented in trust and honesty.
Integrity, doing the right thing, can sometimes seem like a rarity in the business world. However, when relationships, whether business or not, are founded on integrity they are sure to last many years. I hope this brief illustration reminds you of this simple principle that should be at the heart of every leader.
Regards,
Brian
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06.29.14
Posted in Paying Attention to the Customer at 10:20 pm by Administrator
A distribution sales manager asked, “How do I get my new sales rep to connect with his existing customer base?”
The situation is this. An inexperienced sales rep inherited several top performing accounts. The previous rep had worked several years in building the relationship in these accounts. It seems the new sales rep expected the business to continue to flow by just checking in with the management team and making sure they were happy. Attention to the management team is important but what has happened is that the sales team feels ignored. Guess what they are doing…promoting product lines that have sales reps who are paying attention to them and show an interest in winning their business.
Whether it is your family, friends, customers or co-workers, people want to know that you care for their needs and situation. My advice to the manager was simple. When a sales rep pays attention to everyone in the company rather than just management, when he gets involved and discusses what the needs of the people are rather than making a rushed fly-by, he will begin to see his business relationship shift dramatically. People want to do business with people they like and people who care.
It is interesting that in business there are rarely any new earth-shattering revelations about how to do business better. Usually, it is getting back to the basics and following the golden rule of treating people how you want to be treated.
Have a blessed and safe July 4th!
Regards,
Brian
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05.28.14
Posted in Rules of the Symphony at 4:32 am by Administrator
Attending the local symphony is something that I haven’t done in the recent past. However when free tickets were offered from a friend a week ago, we spent the afternoon at the symphony enjoying Rachmaninoff’s Third Piano Concerto among other composers. One of my favorite parts of the concert wasn’t the music. It was when the first movement was completed, a slight pause followed, and one lone person began to loudly applaud. The lady in front of me, obviously a symphony regular, shook her head in great dismay and muttered, “Oh. No, no, no.??? She was disturbed that this symphony intruder was not aware of the symphony code of silence until the concerto was complete.
Have you ever been in a situation and not known the correct response? You rely on others to educate you and hopefully save you from yourself. As managers and employers, one of the most difficult challenges is providing adequate training to our staff and helping them learn the correct responses and have the information they need to be successful. It is tempting to let an employee figure it out on their own but the majority of the time it costs the company money and unnecessary frustration for all involved. The next time you have a new hire, take the extra time and expense to train them properly. It will be money wisely invested and you won’t be the one muttering, “Oh. No, no, no!???
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04.29.14
Posted in Time to Clean Out the Clutter at 1:06 pm by Administrator
It probably only happens to me but how does my garage go from clean to cluttered in a matter of weeks. My wife and I have an ongoing (let’s call it) discussion whether it is my clutter or her clutter; between you and me I think most of it is hers. She reminds me that it is because we have an active household with lots of kids coming and going.
Whatever the reason, I was reminded today that our lives are much the same way. Without regular attention, the clutter of life invades our mind and robs us of time and happiness. Since we are almost five months into the year, it could be a good time to have a spring cleaning of our lives.
Here are a few ideas that might help.
•Respond to unexpected emails and phone calls at a time that is convenient to you
•Do not over book
•Plan your day and stick to it
•Place a value on your time. If you don’t value it, no one else will.
•Do not procrastinate. Get the job done. You will be glad you did.
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