Oh So True---An Amusing Diversion.

Many of you who follow me or know me, know that I am an avid road bicyclist. Today, I saw this from Jessica Hagy's ThisIndexed blog and couldn't stop laughing. It is so true---I've spent a lot of time picking bugs from my teeth, learning when you do a fast down and are surrounded by fields, keep your mouth closed.

Her title was so appropriate: Mmmmmm---Protein!

I Want To Buy, I Just Don't Want To Pay

This is a funny, but sometimes all too true video.




Next Tuesday, June 2, at 1:00 PM EDT, Niall Devitt and I are presenting a webinar sponsored by Top Sales Experts: The Good News, Customers Want To Buy; The Bad News, They Can't Find The Funding. We address the very issue raised in this video and provide a foundation to help you find solutions to this issue. Make sure you sign up and participate.

Can Someone Help Me Diagnose This Sales Call? I Don't Get It.

It's 7:00am, I'm busy disposing of email and getting my day started. I'm already on my second cup of coffee, the phone rings.....

Most of my clients and colleagues know I start my day in the "office" at 5:00am, so I am anticipating it is one of them.

Dave: Hello, this is Dave Brock.
Other Party (OP): May I speak to your office manager?
Dave: Well, my name is Dave Brock, I own the company so I guess I'm the office manager, how can I help you?
OP: I'm John Doe from XYZ company and I'd like to know when your office hours start.
Dave, slightly confused: Excuse me, who are you and what are you asking?
OP: I'm John Doe from XYZ company and I'd like to know when your office hours start.
Dave, still confused: Well, since we are speaking on the phone right now, clearly they have already started.
OP (I guess I should start calling him John Doe): OK, thank you. Good bye.
Dave, very confused: Wait a minute, can I ask you why you want that information?
OP (John): Well we are an IT services company...... I wanted to see if I could set an appointment to talk to you about your IT needs.......
Dave, no longer confused but now perplexed: Well, why didn't you ask?
OP (John): Well......... What's your name?
Dave: That's OK, thank you for calling, I'm not interested in your services.

I think that was supposed to be a prospecting call???? I've done thousands in my career and have seen lots of sales people doing them.

But I'm not really sure. John had reached me, I clearly identified myself as the person he probably wanted to talk to, but clearly he wasn't prepared to execute his prospecting call. Why did he make the call? What was he trying to accomplish? Is he aware of the impression he made? Is he being paid to do this?

Some things I think went wrong:

1. He didn't know anything about the company. Before I make calls, I use this new thing called Google.....(you know what I'm going to say).
2. When he reached me, he didn't clearly introduce himself and his reason for calling.
3. I'm not clear that he had a script, but he really wanted to know when we started work. Even if that is in the script, it seems that when he heard he had the right person on the phone he might launch into the reason for calling and asked for an appointment, but I had to pull it out of him.
4. I raised an objection (Why didn't you ask?)and didn't even try to respond.
5. He wasn't listening, I told him my name twice, but at the end of the call, he still was asking for my name.

Yes, I still make prospecting calls myself. I do my homework before I make the call, so I know a lot about the company, their situation, and, if possible, about the individual I call. So often, when I call, I reach voicemail--I'm prepared for handling that. Sometimes, I reach an assistant--I'm prepared for talking to assistants, and every once and a while, I actually reach the person I want to talk to---I leap on those opportunities. I want to capitalize on those few seconds I might actually be talking to a prospect, I want to use their time well, make a great impression, and make the first step in achieving my objective.

Do I have it wrong? Am I missing something? Am I being too critical.

Unfortunately, these days, I get too many calls like the one from John Doe---no wonder "cold calls" don't work.

Secrets To Success In 8 Words And 3 Minutes

With that title, you know I couldn't have come up with this. Why use 8 words when you can use a 1000;-)

Great TED presentation by Richard St. John on the secrets of success.

Announcing The Ultimate Sales Process Naming Contest!!

If you tend to take yourself too seriously, if you are a consultant who can't laugh at yourself, please -- I beg you -- don't read this column. It has no redeeming value, no real insight, it's just intended to be fun and to poke some fun.

I started thinking about this a few weeks ago, when I first read the HBR article about Provocative Selling. I read it, thinking I would learn something new. There were some interesting ideas, but fundamentally it reiterated what professional selling is really about (I will write later, more seriously about it).

But it got me to thinking, will there never be an end to these new names?

I started going through all the different names I have encountered in my sales career. Fundamentally, things we consultants and sales trainers do to say the same thing. I first learned to sell in IBM in the late 70's. Then we called it FABs--Features, Advantages, Benefits.

I have gone through the litany: Solution Selling, PowerBased Selling, CustomerCentric Selling, Consultative Selling, Question Based Selling, ROI Based Selling, Selling To Vito, Value Based Selling, and yes, now Provocative Selling. Our firm even has it's own "Dimensions Of EXCELLENCE." (With apologies to all the developers of these programs, I have really gotten great value from each, and respect the quality of thinking from the developers--I just am having a little fun at all our expense)

My goal in this post, with the help of the readers is to come up with the penultimate, winner take all term for selling. Let's settle the name game here and now.

I am staking my claim for the following as the ultimate in consultative sales process names:

1. "Silver Bullet Selling" --- because we are always looking for them, so let's be upfront about our intentions.
2. "Supercalifragilisticexpialidocious Selling" --- harkens back to a kinder and gentler time, plus you can test sales people on the spelling, so you can see if they learned something.
3. "Twelling Twolutions" --- selling in 140 characters or less, or if you are a fan of Elmer Fudd.
4. "Selling to infinity and beyond" --- it's hard to top this one, how can you go beyond infinity? Also, if you are a Buzz Lightyear fan.

I've staked out my votes. What are yours? (By the way, I will split the royalties on all the names you supply 50-50.)

By the way to some of my consulting friends out there --- you know who you are --- no voting for your own ;-)

I haven't asked him, but maybe I can get my friend Dave Stein, as an impartial observer, to make a final call when we wrap this up.

Chime in, have fun, suggest names you think will be the ultimate! Get it out of your system.

I almost forgot, you get extra style points if the name can also be converted to a really cool acronym like SPIN!

Getting Caught In A Lie --- Why Do Sales People Do This?

I'm sitting in my office doing some work and the phone rings. In answering, some salesperson---doesn't introduce herself asks for (let me call him) Mr. Smith.

I'm taken aback(You'll see why later), I respond, "Mr. Smith isn't available, my name is Dave Brock, I'm the president of the company, who am I speaking with and can I help you?"

She responds with her name and company---actually a fairly well known trade services organization, "No we are really trying to reach Mr. Smith. We spoke to him a couple of months ago about buying some of our services. He asked us to call him back, that he was interested in purchasing the services."

I respond, "Well that seems a little unusual to me, are you sure that you spoke with Mr. Smith?"

She responds, voice going up a little, clearly frustrated, "Yes, I would really like to talk to Mr. Smith. As I said, one of my colleagues spoke to him a couple of months ago. He indicated he was interested in buying our services. We wanted to discuss the next steps with him."

I'm very suspicious---I'll tell you why in a moment, but I respond, "Are you sure you want Mr. Smith? Was it he that your colleague spoke to? Can I help you?"

Her response, clearly frustrated, "Yes, can you please give me his direct number?"

My response, "Well I am very confused, Mr. Smith died over 2 years ago. We keep his bio and name in our web site, clearly marked 'In Memoriam.' So if your colleague really did speak with Mr. Smith, he is using a very long distance number." ("Mr. Smith" would have appreciated the irony.)

There was silence on the line.

I continued, "I'm curious, clearly no one in your company has spoken to Mr. Smith. Someone has apparently harvested names from our web site. but why do you have to lie as part of your prospecting?"

Another moment of silence from her----then somehow we were disconnected, I wonder what happened ;-)

If this were the only case, I'd not make a big deal about it, but I must get at least one call a week with some story--perhaps not as extreme like this. Usually, they ask for me, saying they are following up on the conversation we had a couple of months ago. I ask for when the conversation was, check my telephone log---unfortunately, I keep a log of all calls---then ask why they have to lie as part of the selling approach.

Just when I have hope that sales people are becoming more professional and are not using deception as part of their sales approach, the phone rings and someone is following up on their recent conversation with "Mr. Smith."

Do any of you have similar stories to share?

Twitterers, Please Help: Why Does Guy Kawasaki Think It’s Important For Me To Know About A Slideshow For Bacon Lovers?

First an apology to Guy, I’m a great fan of yours. I’ve read many of your books, follow your blog(s), read and read your articles. I do this because, more often than not, you have interesting insights and something meaningful to say.

Please excuse me for using you as an example about my struggle and confusion with Twitter (also, while we haven’t met, I sense you have a sense of humor).

I’m a newbie to Twitter, and a relative newbie to Social Networking. I believe these tools can have a tremendous impact, so I am trying to understand them. I respect Guy’s leadership and view on these topics, so I am “hanging on every tweet” trying to understand their inner meaning. As I write this article, Guy has been communicating with me (pardon my ego, I tend to think of him reaching out to me –and 59,420 others). I’m learning that Guy is very talkative but he really is sending a lot:

Guy’s a smart guy (sorry, I couldn’t help it), so clearly there has to be something significant about bacon---he reached out to me 18 minutes ago. 22 minutes ago, he knew that I wanted to know about bad Valentine’s Day gifts, and 2 minutes ago, he thought I would be interested in beautiful navigation menus.

Guy is all about creating meaning….so I’m trying to figure this out and really struggling.

If it weren’t him, I would tend to think of this as TWAM (SPAM for tweets?) --- though I did “opt-in.”

Can someone help me? What am I not getting?

Guy, if by some chance you read this, thanks for a sense of humor. There are lot’s of people I am following—or dropping in on. I am really trying to figure this out.

Social Networking---Lot’s of Friends, No One Wants To Know Me

I’m ashamed to admit it, but I am a relative newbie in Social Networking. I’ve belonged to LinkedIn for years, but really haven’t paid attention to it until the past 6 months.

About 18 months ago, at Jeff Pulver’s suggestion, I joined Facebook, I’m still trying to figure out how to use it, though it has enriched my relationships with my nieces and nephews—somehow they think I am marginally cooler. I know what a wall, is, I’m still struggling with pokes. Someone poked me for the first time the other day, I didn’t know whether to say “Ouch,” jump, poke back or what.

I’m a late adopter, I’ve just gotten into Twitter, joining about 2 weeks ago. So far, I’ve only sent 3 tweets, I think I’m concerned about dropping my phone into the urinal?????? In any case, I’m still struggling with Twitter.

Every week, I get invited to join at least one other social networking tool—I used to accept, but now turn all those down---I don’t know how to keep all those social networks current. I’ve decided to focus everything on LinkedIn, Facebook and Twitter.

The most confusing phenomenon is that I get lots of requests to be “friends.” These really confuse me. The one’s from people I know who are just finding me are great. But 80% of the requests come from people who I don’t know. I have no idea how they found me and when I look at their profiles, I don’t know why they would ever want to friend me or follow me. It’s great for my ego---imagine someone wants to follow my every tweet or wants to have someone like me in their network. I never knew I could have so many friends!

People have already told me I’m strange---I’ve accepted this, but I have this “unusual practice” with these friend requests. Before I accept a request from people I don’t know, I ask to spend a few minutes on the phone with them. I want to learn a little about them, what they do, what they want to achieve and how I might help them. I want them to know the same about me.

I take networking seriously. My Rolodex (I wonder what term will take the place of Rolodex as that concept goes into decline) is large with very deep, quality relationships. Colleagues call out my networking capabilities and my ability to make quality connections with people. I value my network deeply and guard the relationships carefully.

I extend this practice into the world of social media and networking. That’s why I ask my potential “new friends “ for a phone conversation. The reactions to these requests is what really interests me.

About 10% of the people respond and we have a great phone call, they become my friends. I’ve actually been able to leverage a few of these relationship to mutual benefit, for example introducing a talented new friend to someone I know is looking for their services.

Many of my new friends are “surprised” by the request, but want to adopt it as a best practice.

The most distressing thing is that 90% of my requests go unanswered. It’s ego shattering! What’s happening to my potentially new friends? We haven’t gotten to know each other and already they are abandoning me! Why did they ask me in the first place, didn’t they really want to be friends after all?

Also, I’ve been unfriended once—but the individual sent me a nice note, saying he wanted to focus his Facebook relationships on personal relationships. We transferred our relationship to LinkedIn. But I’m worried, are my expectations going to start having my current friends abandon me? Should I take it personally?

I don’t understand, can anyone help me? As a newbie, it's a real struggle!

A Night Sleeping On The Floor At Houston Intercontinental, Gate B85

It's 6:20 am, Central Time, I'm in the President's Club in Terminal B at Houston Intercontinental. The trials of winter travel started for me last night. I barely made my connecting flight to the East Coast last night. We finally left the gate, 90 minutes late.

Six and a half (that's right 6.5) hours later, still sitting on the tarmac, along with dozens of other planes waiting to be de-iced by one of Houston's 2 de-icers, the pilot turned back, we had burned through our fuel.

Turned out to be the same plight of dozens of other planes. My guess is well over a thousand people spent the night sleeping on the floor somewhere in Houston Intercontinental. I found a comfortable spot near gate B85. (Pictures to come later)

The reason, I am telling this story is that I noticed something really different than I have seen in 20 plus years of business travel. While people were frustrated, I didn't see the hostility and bad behavior I've seen in the past. People, were relatively patient and calm.

Likewise, the overworked, overstressed gate and ticketing agents were very patient and somehow seemed to keep smiles on their faces. After they re-booked everyone, around 3:00am, they brought pillows, blankets, and food around. They did everything they could to make us as comfortable as possible. My compliments to the agents at Continental Airlines.

Except for the guy snoring 30 feet from me, it hasn't been that bad an experience.

This gets me to the reason I'm writing. Last night and this morning, I have seen and participated in a civility, patience, and good humour that I have never experienced in business travel. Usually it is exactly the opposite of this.

I wonder if during these tough economic times, we are all learning to be better people. I hope we are----maybe every cloud does have a silver lining.

Defragging Our Minds

We all (or at least Windows people) know that it's necessary to defrag our hard disks every once in a while. Fragmented hard drives run much slower---I've had some that are so fragmented they barely get work done. You can hear the little sucker whirring away, seems like there is a lot going on, but in the end the system slows down to getting very little done.

I'm in my office, frustrated that my computer has slowed down so much, our computer guy told me to defrag the drive. As the computer is doing it's thing, it struck me that people are a lot like computer hard drives. Sometimes we get too many things going on---driven by too many interruptions. We get so many things going on, we eventually get to the point where we get no work done. We are so fragmented, that while there is activity, there is virtually no output.

Every once in a while we need to defrag our minds. We need to examine what we are doing, how interruptions drive our behavior and the impact on what we accomplish. We're constantly connected, always on, and multitasking. There's lots of activity but are we really accomplishing things.

Defragging our minds is tough, but there are some simple things to start:

1. Reduce your dependency on email, messaging, mobile phones, twitter and other technologies that reinforce interruptions.

2. Empty your in box. Even if you can't reduce your dependency on email, at least empty your inbox--it's amazing what that accomplishes.

3. Identify your 2 highest priority tasks and schedule time to complete them (or move them significantly forward).

4. Consider going some place where people can't find you (another part of the building, your local library, some place where you can think and work without distraction).

5. Schedule time to catch up on your reading---both business and recreational reading. It clears your mind, gives you a different perspective and broadens your views.

6. Schedule some exercise or meditation time. Refreshing your body refreshes your mind.

It's a start, the most important thing is to keep it up, otherwise, it's amazing how quickly you get fragmented and lose your effectiveness.

Now, I only have to think about that other thing my computer guy told me------memory leaks.

To AT&T Wireless: I apologize for not being the ideal customer, I'll try to do better!

My mobile phone died. I did the logical thing, I called AT&T Wireless (my vendor of about 15 years) to get a new phone. Below is just part of my experiences:

Dave: My phone broke, I'd like to order a new one, can you help me.

Agent 1: I'd be delighted to help......your account indicates you are eligible for an upgrade by extending your contract for 2 years.

Dave: OK, I'd like to get the Nokia XXX in Black.

Agent 1: Nice choice. I can get you a brand new one in Black. After your mail-in rebate, it will be free! Should I place that order?

Dave: Yes, that would be great, how soon can I get the phone?

Agent 1: I'm sorry, I just noticed that your account is handled by a different group. I'd be glad to transfer you to that group, they can take the order and send you the new phone. Here is the information you need to give them...... I'll transfer now, if it is OK.

Agent 2 (Heavy Indian Accent): How can I help you?

Dave: I was talking to another agent about ordering a new phone, they said your department handled my account. Can you help me?

Agent 2 (Heavy Indian Accent): I would be glad to help you.... Let me look at your account.... You are eligible for an upgrade.... What phone would you like?

Dave: I would like the Nokia XXX in Black.

Agent 2 (Heavy Indian Accent): I can get you a refurbished version of that phone in Black, after rebates it will be free.

Dave: No, I want a new one, the other agent said I could get a new Nokia XXX in Black.

Agent 2 (Heavy Indian Accent): I can get you a new phone for $20, but I cannot get it to you in Black, we have no inventory.

Dave: I'm confused, the previous agent was said it would be free and she had plenty of inventory in Black. Why can't I get a new Nokia XXX in Black? For free---after rebates?

Agent 2 (Heavy Indian Accent): I can get you a re-furbished Nokia XXX in Black for free.

Dave: No you don't understand, I want a new Nokia XXX in Black and I was told it would be free after rebates.

Agent 2 (Heavy Indian Accent): I am trying to help you. I can get you a new Nokia XXX, but not in Black and it will cost you $20 after rebates. The new Nokia XXX's in Black are available for free to new customers opening new 2 year contracts.

Dave (getting a little angry): Wait a minute, let me understand. If I were a brand new customer, I could get a new Nokia XXX in Black for free?

Agent 2 (Heavy Indian Accent): Yes, but for you, I can only sell you a new Nokia XXX in a different color for $20----after you extend your current contract for another 2 years.

Dave (hovering between anger and sarcasm): Let me understand, I have been a customer of yours for 15 years, I am extending my contract for 2 years, and I can't get the same deal that a brand new customer getting a 2 year contract can get?

Agent 2 (Heavy Indian Accent): Yes, that is correct. Which phone would you like to order?

Dave (past anger, heavy on sarcasm): I don't understand this, apparently new customers are more valuable than current customers.

Agent 2 (Heavy Indian Accent): I am trying to help you.....

Dave (heavy on sarcasm): Tell you what, I am currently not under a contract. I'd like to cancel my current account and open a new account, transferring my current number to the new account and getting a brand new Nokia XXX for free--after rebates.

Agent 2 (Heavy Indian Accent): I don't understand..... You can't cancel your account..... I am trying to help you.....

Dave: You are helping me. You have told me that new customers get a better deal than old customers---doing the exactly the same thing. You have told me that new customers are more important than customers who have been loyal to you for 15 years. I got it...... Now I'd like to cancel my account and open a new one.

Agent 2 (Heavy Indian Accent): That doesn't make sense, you need to keep your old account. You don't understand, I am trying to help you.....

Dave (about ready to blow up): Can you give me a new Nokia XXX in Black for free after rebates and through extending my current account/contract 2 years?

Agent 2 (Heavy Indian Accent): No, I can give you a refurbished Black Nokia XXX for free with the contract extension. The new Black Nokia XXX's are reserved for new customers, I can't even sell that to you. But I am trying to help you......

Dave (very heavy sarcasm): I now understand, you have been very helpful. You have told me new customers are much more important than current (15 year) customers. I get it...... Do you have the number for Verizon...... I'm opening a brand new account with them.

In fairness to AT&T all the wireless service providers are equally bad-----or arrogant. I fully understand the concept of "subsidized" phones and the need to open/extend contract business. I also understand the concept of churn and the economic consequences of churn to the vendors. Yet the service providers' policies actually encourage churn and reinforce customers moving from provider to provider in a regular 2 year migration.

It's a shame, there are much better ways to do things---both in serving the customers and in driving profitability.

What We Can Learn From Piranha (or at least the myth of the Piranha)

Virtually every major animal has been used as a metaphor in explaining success in business. We have Elephants, Eagles, Leopards, Bulls and Bears, Lions, and Tigers- Oh My! We have Purple Cows, Monkey Business, Black Swans, Swimming With Sharks, and Top Dogs. Blue Oceans encompass lots of animals! I have even heard sales people referred to as Snakes.

It seems the little Piranha has been under appreciated in business. I'd like to advocate the study of this fish and applying it's success principles to business. For example:

Much has been said about "Eating the Elephant." You can't eat the elephant in a few bites. It strikes me the Piranha is terribly efficient. They take lots of little bites---but they do so incessantly, and furiously. In a short time, taking lots of little bites, rather than a few large ones, they devour something huge. Maybe if we executed our strategies by taking lots of little bites or little steps, but executed them furiously we can accomplish very big goals.

Piranha are most effective in working in teams. Working by themselves, they can't eat very much--though a single bite can be very painful. In fact research indicates some vulnerability, particularly to larger predators. Working in teams or "shoals," they are tremendously effective. As mentioned before, they can devour large objects very quickly. Working in teams, they can also defend themselves against large predators. It seems as though there is a business lesson or two that can be derived from this.

There are problems--Piranha have been reported to eat their mates and children---I'm having trouble drawing a positive business analogy from this---I'll think about it a little.

I'll be thinking about this---I know business needs just one more animal metaphor!

Auto Manufacturers and Dealers -- Will They Ever Learn?

Every few years, I subject myself to one of the most frustrating experiences a consumer can ever go through, I buy a new car. I've been buying cars for too many years, and the experience is always terrible. After every dealer visit, I feel like I have to take a shower to clean the slime away.

As a side note, before I get into my rant, a number of years ago, I wrote an article on the same topic. it was called "The Ultimate Buying Experience," a tongue in cheek take off on the advertising theme of a large German car manufacturer and my experience in buying one of their cars. I actually wrote that 10 years and about 6 cars ago (sorry, I'll admit to a vice about nice cars.). Each time I buy a car, I hope the experience has changed. Each time, I an inevitably disappointed.

The Internet has provided consumers a huge amount of data about purchasing cars, dealer invoices, promotions, etc. The car manufacturers' sites also give interesting insight. I try to be as informed as possible as a consumer.

Yet the moment, I walk into a dealership, virtually any dealership, I am treated like an idiot. Sales people present pricing that is way off the mark. When I start to challenge them, they come up with the most ludicrous responses. When I indicate I have done my homework, they start to waffle a little, then they resort to lies. Today, I asked someone about a dealer rebate program and when it terminated, he told me the end of the month (this being the 28th, it served his purpose). When I showed him a print out from the manufacturer's website saying it the end date was much later than the dealer stated, he said the website was wrong. I suggested we revisit the website to confirm this, or that we call the manufacturer. Then he started his dance, trying to come up with illogical reasons to support his claims.

Another dealer gave me two prices in two visits. The first visit, I dealt with the first salesperson that greeted me. He gave me the "best possible price," after a lot of back and forth. A couple days later, I visited the dealership again. The salesperson wasn't in, so I asked for the fleet manager (I had been coached to do so.). I explained what I was looking for, he gave me the fleet price which was several $1000 below the "best price" I had been quoted by their sales people a couple days earlier. When I challenged him about the difference. all he could say was fleet pricing was different. (As a side note to the readers, if you don't know, it seems that everyone qualifies for fleet pricing, you just have to ask for it. Does it make sense? No, it's just another demonstration of the low esteem that car dealers and the manufacturers hold their customers.)

The automotive industry is in serious trouble. Everyday, we read of layoffs, reductions, challenges that manufacturers and dealers face. Yet they persist with this ridiculous behavior and demeaning treatment of its customers. Consumer surveys constantly cite dissatisfaction with the "buying experience."

Dealer and manufacturers apparently have no desire to learn. In years of buying cars, many very high end luxury and performance cars, I rarely see a dealer that respects the knowledge of their customers and treats them with genuine respect.

I believe car dealers and manufacturers deserve to get a fair profit on their products. I don't want to screw the dealer, but I don't want to be screwed either. It seems to be part of the business -- manufacturers set policy and train dealers. Dealers execute these practices. All of it is based on taking as much advantage of the consumer as possible.

I wish they would learn, imagine, looking forward to buying a new car and going through a buying process that is satisfying and fair. It's a win for consumers, dealers, and manufacturers.

As a final note, with a lot of diligence, you occasionally do find a good salesperson. I find a fair deal and will buy a new car. This sales person's first quote was fair---based on my research and what a good target price would be. I suppose I could haggle and get a few dollars off, but I won't. I'm happy with the deal, I think it is a fair price, it is not worth my time to try and extract the last cent from the deal.