A great comment from Barry Moltz:
“Many years ago small businesses wanted to appear large so customers would trust them. They produced fancy stationery and secured a respectable business address. This has all changed with the Internet, where customers value the human voice. Now every business wants to appear small and provide personal service to its customers.”
And I agree. I was quite happy to stop the renewal order of new stationery and envelopes and instead spent it on a better website. But still recognized that a website wasn’t enough, that customers expected a contact link that included phone and address. It was acceptable that the address wasn’t local as long as there was a viable address. More importantly was ensuring the phone was answered by a person instead of an automated system. At my small companies, everyone was the receptionist because the call rang to everyone if the frontline people were otherwise engaged.
The next level of trust that customers are looking for includes customer ratings. Think what eBay, Amazon and others started to ensure customer feedback is reflected back to prospects. Having peer ratings for Inquisix referrals was a key point to the system.
To build trust in today’s market, make it easy for the customer to research and buy your offerings. No more paper or offices but a well-designed website, a human answering the phone and trust ratings from customers are the new trust factors.
A shout out to my co-founder and CTO at Inquisix, Dave Dupre, for
being nominated for WINNING the 2012 CIO of the Year Award from MHT and Boston Business Journal. No surprise to me, Dave was clearly the best engineer back while we were getting our degrees at Boston University and he accomplished amazing things at Inquisix by building a pretty sophisticated application behind the covers that was so simple to use. He’s got didn’t even need my vote for winning the award next month!
Today I thought I’d share the two top-10 rules that I have saved and posted in my office. One is from The Daily Beast on Steve Job’s rules for business. The other is a speech attributed to Bill Gates but was actually an op-ed letter by Charles J. Sykes written to college graduates.
I was invited to sit in the back of the room for a new-year sales kickoff meeting. Unbeknownst to me, the sales team had finished the prior year ranked 16th of 16 teams. The local VP had been relieved of his duties about 3 months prior so the area VP was in town to talk with the team. By the end of the area VP’s 30 minute kickoff speech I was shaking my head in amazement regarding the number of bad Sales Manager 101 cliches he managed to use.
He started the meeting by telling the group that he enjoyed being a jerk and that this particular group brought out the worst in him. Although he called himself something worse than a jerk, a word that rhymes with donkey. He ranted about how bad the team was, how embarrassed he was that they were on his team and that things would be different in the coming fiscal year. Then he had them all watch Alec Baldwin’s (in)famous speech in Glengarry Glen Ross.
When a region does that poorly in sales, I wonder where the fault lies. Is it with all of the reps who did so poorly? Can it be the entire office’s fault? Maybe the sales trainers did not do their job properly? Perhaps it was the marketing group because they delivered bad leads? Did some microeconomic event strike this region while leaving everyone else unscathed? Or maybe the fault lies with the area VP who passed down quotas that weren’t based on in-depth market study and analysis?
I also wondered how things were going to improve. The entire sales team of over 20 people except for 1 rep remained. Quotas were unchanged. Training was pushed out till the next quarter. A new regional VP had yet to be hired. How quickly after they came on board would they be able to positively affect the efforts of a 30-person sales team? Would the area VP be delivering the same speech in 6 months?
Clearly, his sales management style can be summed with the Dilbert-esque comment:
(photo credit: SJT Enterprises)
This spring, my dear colleague, Joanne Black, the author of No More Cold Calling, introduced me to Mark Organ of Influitive. Influitive has an interesting twist on the reputation-based referral process that Inquisix built our business on.
Inquisix was focused on helping fill the beginning of the funnel with qualified prospects who came to you, the sales person, based on a referral from someone the prospect trusted. At Inquisix, the network was the salesreps and executives who had high-value relationships with their customers and thus could refer them. Influitive looks at the sales cycle from the point of view of your happy reference customers. At Influitive, it’s these customers who expand their reputation network based on the products and solutions they embrace.
Influitive is in beta now and I encourage any VP of Sales or VP of Marketing who is using salesforce.com to take a look at them.
Part of the sales process will inevitably include time spent showing the customer why your solution is better than your competitor’s solution. However, that’s often a delicate dance because while you want to show them that you have the right solution, you need to be careful not to tell them that they’re wrong to want another solution. Especially if the customer has chosen your competitor and is thus the incumbent in the account.
An interesting article in Fast Company discusses how the “birthers” advocates, who believe that President Obama was born outside of the US, still don’t believe he was born in Hawaii despite the recent evidence of his Hawaiian birth certificate. The Fast Company article quotes Psychologist Leon Festinger, who wrote, “”A man with a conviction is a hard man to change. Tell him you disagree and he turns away. Show him facts or figures and he questions your sources. Appeal to logic and he fails to see your point.” So despite the clear evidence of President Obama’s place of birth, many birthers still cling to their claim.
Do you find birthers in your accounts? Maybe you call them the old-guard or the technology bigots. Maybe you ignore them and hope your internal champion is stronger politically. No matter what you call them, how do you change their minds? Would analyst reports and customer references really get them to admit they were wrong? Instead, the Fast Company article felt that you need to give the naysayers a way to save face before they would back down.
Often in sales, we decide to go around these groups after we’ve shown them that they’re wrong and they still refuse to concede. Most often this leads to a lost sale. Next time, try a different approach to gently convert them to your side.
I saw reports that the new RIM Playbook had initial sales of under 50,000 units during it’s debut. I feel bad for RIM being forced to compete against Apple in a category Apple themselves defined. Being forced by analysts unhappy that RIM didn’t have an offering and then being blasted by the same analysts for the Playbook as not being on-par with Apple has to be a no-win situation for RIM. The only company that’s done well competing with Apple in this space is Google and it’s primarily because they give Android away for free.
(photo from RIM)
I wonder how I would sell the Playbook to companies if I was the RIM Enterprise sales rep. My only pitch would have to be the standard pitch of all incumbent vendors to the big enterprises, “We’re already your vendor of choice, we’re the safe choice, you won’t get fired buying with us, our execs know your execs, our new product is good enough, think of the huge implementation costs you’ll incur by switching.” Even some of the RIM enterprise sales reps can’t use that pitch with confidence as they’ve gone over to sell the iPhone to enterprises.
Poor RIM, they have record sales of product and no respect. And poor me since I really prefer a physical keyboard so I’ll continue to use the Blackberry…for work…and get the iPad for personal use.
Is doing a good job enough…to get recognized, rewarded, appreciated, respected, trusted? Earlier this week, Seth Godin’s post on “Are you doing a good job” ended with, “Doing a good job is no guarantee of security, advancement or delight.” Two of my colleagues discovered this themselves recently to their disappointment and confusion.
One works long hours and even weekends. They’re the go-to employee when the problem is a little harder or the customer a little more challenging. And it’s been that way for years. And their recent reward? A small bonus check, the same as the rest of the team’s bonus, slipped under their keyboard. I’d bet management would be surprised to find out that my colleague is now upset and bitter because of their lack of appreciation for a job done well and often.
The interesting question to ponder now is whether the problem lies with the employer or employee. If you are in management, do you think about how your rewards might demotivate your staff instead? And if you are the employee, are you communicating your expectations or assuming management can read your mind?
I believe that job hiring is picking up the pace, based on anecdotal evidence from my LinkedIn account. I’m getting 2-3 InMails from recruiters a week from LinkedIn and there’s nothing in my profile to suggest that I’m looking for a new job. I’ve spoken to colleagues and they’re getting the same increased attention from recruiters. Let’s hope that these data points are true across a wide swath of professionals and lead to an improvement in the economy.
How about you? How many recruiters are reaching out to you from LinkedIn InMail?
And a small pet peeve. Why are recruiters sending me invitations to connect as a friend as an enticement to review their job posting? First, I prefer to connect to people I know. Second, my colleagues and boss are my LinkedIn connections. So when they get that LinkedIn update email that says I’m now connected to several recruiters all of a sudden, they’ll all assume I’m looking.