I had an astonishingly bad experience with a major clothing store this week, and I want to tell you about it. Perhaps it will remind all of us that perceptions count and integrity matters.As a favor to Mary I agreed to call a major catalog retailer and order some outfits she had picked out. I figured it would take 10 minutes to call the number, order the items, bill the credit card, and be done with it. And it might have been that simple except for one little thing.At the end of the call, the order taker asked permission to "include information about our travel club" in the shipment. I wasn't interested and vaguely replied that would be fine. She then repeated the offer and said she needed a specific yes or no. That got my attention and I started asking questions.It turns out that once I agreed to her offer, I was actually agreeing to let them bill my credit card for membership in the club unless I specifically declined within thirty days. Later, a supervisor admitted that almost everyone ignores the offer and throws it away with the paperwork they put in every shipment. Then, thirty days later, the company bills their credit cards.I suppose what they are doing is perfectly legal, but I found it outrageous! For a $39 membership fee, they lost us as customers, forever. In one stupid move, they trashed their reputation and we won't be back.My point? Trust is a vital business asset. Honesty, integrity, fairness and openness may be the "right" things, but they are also the SMART things when it comes to business! Never trick your customers! Never appear to take a short-cut, and always make the customer glad they did business with you.
Quotes of the Week
"Whatever you can do or dream you can, begin it. Boldness has genius, power, and magic in it. Begin it now." -- Goethe
"In each of us are places where we have never gone. Only by pressing the limits do you ever find them." -- Dr. Joyce Brothers
"The greatest thing in the world is to know how to be one's own self" -- Montaigne
"It's kind of fun to do the impossible." -- Walt Disney
Wednesday, November 19, 2008
Monday, November 17, 2008
HOW TO CREATE THE LIFE YOU DESERVE
Many years ago I heard Jim Rohn say that we all get the results we deserve. He acknowledge that some of us are afflicted with limitations, illness or situations that seem wildly unfair, but in terms of how we live our lives, he argued that we get the results we deserve.I was very skeptical, even outraged. Many of us work hard and do our best and yet fail to get the income, relationships or life we "deserve." Over the years however, I've gradually come to think Jim was right. I've often written that "reality never lies." Our income always reflects the long-term results of our skills, our efforts and the market's assessment of the value we contribute. Personally, I'm not a sports fan and I think the salaries of today's super-stars are outrageous. But, given their remarkable skills, their dedication, and the market's willingness to pay, reality says playing sports can be an incredibly valuable activity! Reality never lies. Your income, relationships and circumstances always reflect the decisions you've made and the actions you've taken in the past. Reality is a mirror of who we are and how we've lived our lives.
Another truth is that "we become what we think about all day long." Yes, our lives are influenced by circumstances beyond our control, but our results are influenced far more by our thoughts, our attitudes and our actions, things over which we have almost total control. Your life is literally created with your head, your heart and your hands!If we choose to associate with people who are going nowhere, our chances for unusual success are reduced. If we choose education over television, our chances of success improve. If we think about opportunity, our chances of finding it are much greater than if we focus on limitations and unfairness. We become what we think about. Over time, we create our world with the thoughts we think.
Recently, I attended a seminar on ethics and cultural diversity. Before it started, at the coffee station, I heard one person dismiss the event with the comment, "It's ethics, so close your eyes, sit still and wait for it to end." What a terrible expectation! And, sadly, what a prediction for the day she would have. I intentionally chose to anticipate stimulating ideas, good debate, connecting with friends, and a good lunch. She and I attended the same seminar...or did we? At the end of the day, I would guess our results were very different.In the months ahead, the news media will talk about economic turmoil and how "bad" things are, and you can focus on that if you wish but I don't recommend it. What's the point?
Instead, renew your commitment to the life you want! Decide how you will live, focus on it, and make it happen! This is the time to invest in a shelf of books to inspire and educate yourself in 2009. Now is the time to improve your skills, expand your network, and transform your health. You are in charge of these things! Take action. Why wait? And for goodness sake, why not?Invest in yourself. Surround yourself with beauty and inspiration. Get around great ideas, ambitious people, and unique opportunities. Attend the seminars, read the books, take the classes, listen to audio programs. This is your life! In the long run, we all get the life we create for ourselves. It's not easy and life isn't fair, but our thoughts, our attitudes and our actions influence our results to a remarkable degree. Go get (create) the life you deserve!
Another truth is that "we become what we think about all day long." Yes, our lives are influenced by circumstances beyond our control, but our results are influenced far more by our thoughts, our attitudes and our actions, things over which we have almost total control. Your life is literally created with your head, your heart and your hands!If we choose to associate with people who are going nowhere, our chances for unusual success are reduced. If we choose education over television, our chances of success improve. If we think about opportunity, our chances of finding it are much greater than if we focus on limitations and unfairness. We become what we think about. Over time, we create our world with the thoughts we think.
Recently, I attended a seminar on ethics and cultural diversity. Before it started, at the coffee station, I heard one person dismiss the event with the comment, "It's ethics, so close your eyes, sit still and wait for it to end." What a terrible expectation! And, sadly, what a prediction for the day she would have. I intentionally chose to anticipate stimulating ideas, good debate, connecting with friends, and a good lunch. She and I attended the same seminar...or did we? At the end of the day, I would guess our results were very different.In the months ahead, the news media will talk about economic turmoil and how "bad" things are, and you can focus on that if you wish but I don't recommend it. What's the point?
Instead, renew your commitment to the life you want! Decide how you will live, focus on it, and make it happen! This is the time to invest in a shelf of books to inspire and educate yourself in 2009. Now is the time to improve your skills, expand your network, and transform your health. You are in charge of these things! Take action. Why wait? And for goodness sake, why not?Invest in yourself. Surround yourself with beauty and inspiration. Get around great ideas, ambitious people, and unique opportunities. Attend the seminars, read the books, take the classes, listen to audio programs. This is your life! In the long run, we all get the life we create for ourselves. It's not easy and life isn't fair, but our thoughts, our attitudes and our actions influence our results to a remarkable degree. Go get (create) the life you deserve!
Friday, November 14, 2008
HEAD OR TAILS? TURNING LOSS INTO GAIN
Why did we lose this account? Why did we win this account?
It's like looking at two different sides of the same coin. It doesn't matter what end you happen to be gazing at, you're still holding a coin that has monetary value.
But right now, that coin isn't adding up to the right amount. In two separate Miller Heiman bi-weekly polls, we've found a disconnect in how sales professionals are viewing their customer's purchasing behavior:
Miller Heiman Polls Question Majority Response
Poll 1 Why we lost Price 54%
Poll 2 Why we won Relationship 40%
More than half of sales professionals polled believe they lost because of a customer's issue with the price. On the other hand, they're also convinced that when they win, it's because customers appreciate the established relationship. The answer to the two questions should be the same. If a sales professional lost because of price, they should also have won because of price. If they are reporting they won because of the relationship, it stands to reason that the relationships in other accounts were not cultivated well enough to warrant a win.
"Were it true that everyone bought based on the lowest price, no organization would need a sales force," said Bob Miller, founder of Miller Heiman. Furthermore, the results of the 2008 Miller Heiman Sales Best Practices Study indicated that only 26 percent of respondents indicated they get feedback from customers on their proposals. This statistic reflects an opportunity for many organizations to look at the hard facts of why they're winning and why they're losing.
Whatever side of the coin you gaze at, the truth is: you've got money in your hand! And the one way to reap the value is by performing win/loss reviews on your sales force's accounts.
You may not relish the idea of reconnecting with individuals who decided not to close a sale with you. However, by remaining disciplined and asking the tough questions you need to ask, you can glean important information with which to construct a list of dos or don'ts for future sales. Performing win/loss reviews call attention to the details of a lost sale that led to its failure. They also shed light to the sales practices that helped secure wins. By collecting this information, you can begin to understand what best practices to leverage within the sales force, and avoid those actions that turn customers away.
Win/loss reviews are a cost-effective way to fuel sales practices when times are tough. But the key to coaxing the most return from a deal review is turning your findings into action. Much like holding a coin in your pocket, it isn't good for much until you spend it. Simply having the knowledge is not enough to make it valuable, you must convert it to something that performs for you.
You've got your coin, now put it to good use!
It's like looking at two different sides of the same coin. It doesn't matter what end you happen to be gazing at, you're still holding a coin that has monetary value.
But right now, that coin isn't adding up to the right amount. In two separate Miller Heiman bi-weekly polls, we've found a disconnect in how sales professionals are viewing their customer's purchasing behavior:
Miller Heiman Polls Question Majority Response
Poll 1 Why we lost Price 54%
Poll 2 Why we won Relationship 40%
More than half of sales professionals polled believe they lost because of a customer's issue with the price. On the other hand, they're also convinced that when they win, it's because customers appreciate the established relationship. The answer to the two questions should be the same. If a sales professional lost because of price, they should also have won because of price. If they are reporting they won because of the relationship, it stands to reason that the relationships in other accounts were not cultivated well enough to warrant a win.
"Were it true that everyone bought based on the lowest price, no organization would need a sales force," said Bob Miller, founder of Miller Heiman. Furthermore, the results of the 2008 Miller Heiman Sales Best Practices Study indicated that only 26 percent of respondents indicated they get feedback from customers on their proposals. This statistic reflects an opportunity for many organizations to look at the hard facts of why they're winning and why they're losing.
Whatever side of the coin you gaze at, the truth is: you've got money in your hand! And the one way to reap the value is by performing win/loss reviews on your sales force's accounts.
You may not relish the idea of reconnecting with individuals who decided not to close a sale with you. However, by remaining disciplined and asking the tough questions you need to ask, you can glean important information with which to construct a list of dos or don'ts for future sales. Performing win/loss reviews call attention to the details of a lost sale that led to its failure. They also shed light to the sales practices that helped secure wins. By collecting this information, you can begin to understand what best practices to leverage within the sales force, and avoid those actions that turn customers away.
Win/loss reviews are a cost-effective way to fuel sales practices when times are tough. But the key to coaxing the most return from a deal review is turning your findings into action. Much like holding a coin in your pocket, it isn't good for much until you spend it. Simply having the knowledge is not enough to make it valuable, you must convert it to something that performs for you.
You've got your coin, now put it to good use!
Wednesday, November 12, 2008
THE MICROWAVE IS SLOW
Moments, life is full of moments. If not for moments, time wouldn't exist. It takes a day's full of moments to deem it a day. And it's the quality of those moments that determines success. When we focus too much of our time on the "faster" we are at risk of "missing out". The old adage "you never hear the business man say before his death, 'I wish I would have spent more time in the office". We as a society must, and I mean must slow down! Now, I'm not speaking of the business world, I of all people understand the need to be current and up to speed, but we MUST not let the desire for speed seep into our personal lives. If the "need for speed" finds its way into your personal relationships, the end result will be relationships based on convenience, not substance. This includes all relationships, marriage, father, mother, sister, brother, daughter, son, friend, neighbor, employee, employer, co-worker, etc.
I have discovered some life principles that have allowed me to "savor" the moments in my life; I would like to share them with you in the next few paragraphs. I trust that as you ponder these principles, you will bring to mind the ones who are closest to you and re-discover the blessings you have been given.
Principle #1 - Perspective
Perspective is the tool that regulates the amount of sorrow or joy one feels. When we maintain a healthy perspective on life, we avoid the dramatic swings of emotions. The key to using perspective with your moments is to consider condition of those around you. Regardless of the moment, whether joyful or heart wrenching you have it pretty good. I know, hearing this in the midst of a turmoil filled circumstance is the last thing you want to listen to. It was through maintaining a healthy perspective in my most turmoil filled circumstance that I was and am able to overcome seemingly impossible odds. The tools of perspective maintenance are numerous and relative to the individual. You know your circumstance, you understand your plight, and I believe that you are capable of determining your perspective.
Principle #2 - Purpose
Purpose is the fuel for all action. Why do you do what you do? This is the most fundamental question we can ask of ourselves. Why do you coach your child's little league team? Why do you buy Christmas gifts for your spouse? Why do you commute to your office every day? What's your purpose? Maintaining a healthy purpose will assist you in savoring the moments that accomplish the purpose.
Principle #3 - Preparation
How does preparation fit into moment savoring? Great question, here's what I've learned. If we don't prepare our minds on a consistent basis to look for moments we miss them. When we daily prepare our minds to notice these precious moments we are more apt to take it all in. Take for example, when we attend a professional sporting event. Most of us, anticipate the events of that day, the tailgating, hot dogs, beer, chips, dip, nachos, cheering the wave, etc. We spend ample time preparing our minds and setting expectations. Well, why not translate that preparation to our daily lives. When you wake in the morning, prepare your mind for the experiences that follow. Keep your mind alert to the "great moments". As you commute home, prepare your mind for the greeting or welcome. Take special notice of your children's' facial expression as they see you. Just like anything in life, preparation is key to success. Prepare to savor the moments.
So, the days that followed my microwave experience were full of introspective thought. Thoughts of all the moments that I have let pass me by. Moments of Childhood, Fatherhood, Marriage, Family, Career, Friendship, Hardships, Joy, Happiness, and the list goes on and on. Like I mentioned earlier, life is full of moments. It's what we do these moments that provides us with fulfillment or discontentment. What moments are you letting pass by? Are you focusing too much of your attention on the speed of life instead of the value of life? My only advice to now is to take a breath, look around you and let the moment sink in. Wherever you are, the office, coffee shop, airport, home, ferry, train or plane, look around and let the moment sink in. What has brought you there? Look around and take notice of those around you. Consider their moments, their life stories and experiences. Let the moment sink in, take inventory and appreciate it. Savor all that you have been given. For you never know when the next moment will be your last.
I have discovered some life principles that have allowed me to "savor" the moments in my life; I would like to share them with you in the next few paragraphs. I trust that as you ponder these principles, you will bring to mind the ones who are closest to you and re-discover the blessings you have been given.
Principle #1 - Perspective
Perspective is the tool that regulates the amount of sorrow or joy one feels. When we maintain a healthy perspective on life, we avoid the dramatic swings of emotions. The key to using perspective with your moments is to consider condition of those around you. Regardless of the moment, whether joyful or heart wrenching you have it pretty good. I know, hearing this in the midst of a turmoil filled circumstance is the last thing you want to listen to. It was through maintaining a healthy perspective in my most turmoil filled circumstance that I was and am able to overcome seemingly impossible odds. The tools of perspective maintenance are numerous and relative to the individual. You know your circumstance, you understand your plight, and I believe that you are capable of determining your perspective.
Principle #2 - Purpose
Purpose is the fuel for all action. Why do you do what you do? This is the most fundamental question we can ask of ourselves. Why do you coach your child's little league team? Why do you buy Christmas gifts for your spouse? Why do you commute to your office every day? What's your purpose? Maintaining a healthy purpose will assist you in savoring the moments that accomplish the purpose.
Principle #3 - Preparation
How does preparation fit into moment savoring? Great question, here's what I've learned. If we don't prepare our minds on a consistent basis to look for moments we miss them. When we daily prepare our minds to notice these precious moments we are more apt to take it all in. Take for example, when we attend a professional sporting event. Most of us, anticipate the events of that day, the tailgating, hot dogs, beer, chips, dip, nachos, cheering the wave, etc. We spend ample time preparing our minds and setting expectations. Well, why not translate that preparation to our daily lives. When you wake in the morning, prepare your mind for the experiences that follow. Keep your mind alert to the "great moments". As you commute home, prepare your mind for the greeting or welcome. Take special notice of your children's' facial expression as they see you. Just like anything in life, preparation is key to success. Prepare to savor the moments.
So, the days that followed my microwave experience were full of introspective thought. Thoughts of all the moments that I have let pass me by. Moments of Childhood, Fatherhood, Marriage, Family, Career, Friendship, Hardships, Joy, Happiness, and the list goes on and on. Like I mentioned earlier, life is full of moments. It's what we do these moments that provides us with fulfillment or discontentment. What moments are you letting pass by? Are you focusing too much of your attention on the speed of life instead of the value of life? My only advice to now is to take a breath, look around you and let the moment sink in. Wherever you are, the office, coffee shop, airport, home, ferry, train or plane, look around and let the moment sink in. What has brought you there? Look around and take notice of those around you. Consider their moments, their life stories and experiences. Let the moment sink in, take inventory and appreciate it. Savor all that you have been given. For you never know when the next moment will be your last.
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