Roy's Blog: May 2013

May 27, 2013

Lose the #sale (please)!

Do you recognize and reward your salespeople when they LOSE a sale?

You should.

Rather than flogging stuff at people, salespeople should be rewarded for doing the RIGHT thing for a customer even if it means sending them to another supplier who has exactly what they need.

At the end of the day, the ONLY thing that matters is the customer relationship.

Lose sale

And if maintaining a trusted connection with someone means you pass the short term sale off to your competitor, then DO IT!

Your customer will remember you for it.

They will most certainly tell others about your integrity and honestly.

And they will return to do business with you because you proved you have their best interests at heart.

Cheers,
Roy

Check out my BE DiFFERENT or be dead Book Series

  • Posted 5.27.13 at 06:03 am by Roy Osing
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May 20, 2013

Why not pick up the phone?

The fading technology.

Old School perceived by most everyone.

Whatever you want to call it, the phone has a bad rap in the face of new customer engagement technologies.

The pendulum has swung from a phone-centric world to a world characterized by “let’s-use-every-technology-possible-to-avoid-having-a-conversation-with-another-human”.

For me, the irony is anything but subtle.

Every organization wants to have “more effective communications” with employees to share information, provide strategic direction and direct action.

And with customers to explain a value proposition that hopefully will result in a sale.

Unfortunately, they are employing solutions that REDUCE communications effectiveness.

Relevant information to individuals is lost in mass media technologies.

Organizations are distancing themselves from people by inserting technology in the middle.

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Intended outcomes from communication are not achieved as employee and customer reaction can’t be heard and acted on.

The phone may be old school from a technology point of view, but it is new school from the point of view of connecting and effectively engaging with people.

With developing a “high touch” culture like Zappos who actually encourage their customers to call them. An invitation that the herd generally avoids for cost reasons. How crazy is that?

Inject a healthy dose of the “H” (humanity) factor back into organizations.

Invite people to call.

Have a conversation.

Go retro. Go phone.

Cheers,
Roy

Check out my BE DiFFERENT or be dead Book Series

  • Posted 5.20.13 at 06:30 am by Roy Osing
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May 13, 2013

A #leadership “Bear Pit” session

A message to leaders.

Want to find out what is REALLY going on in your organization?

Venture into “The Pit”.

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A Bear Pit Session is Managing by Wandering Around (MBWA) on steroids.

It is not formal event, but a casual meeting between the leader and a group of up to 12 employees (larger meetings generally stifle the flow of conversation and the ability for everyone to be heard).

It’s a fundamental element of “leadership by serving around” where the leader seeks feedback on improvements required to increase organizational performance and make things easier for employees.

When the leader ventures into the pit, they do so without their entourage; it is a free-for-all, no-format session.

An opportunity for people to “tell it like it is” to the leader without their immediate boss being in the room. What’s working and what’s not.

The “crazy things” they think are going on in the organization that prevent them from doing their jobs.

The ridiculous way customers are treated; the “dumb rules” that do nothing but enrage them.

I had a pit session organized every week on my calendar.

I made it a priority; it mattered.

It was one of the most important drivers of my effectiveness as a leader.

Try it.

You’ll like it (or not).

Cheers,
Roy

Check out my BE DiFFERENT or be dead Book Series

Other articles you might like…
Self assessment: Are you a sales stand-out?
Gems of leadership from Grandma
Promise nothing if you can’t execute

  • Posted 5.13.13 at 06:23 am by Roy Osing
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May 12, 2013

NBC King TV

NBC King5 Morning News Seattle, Washington

 

  • Posted 5.12.13 at 10:56 am by Roy Osing
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