by Helena Escalante | Celebration, Creativity, Goals, Growth, Leadership, Mindset, Opportunity, Sales, Time, Tools
Estimated reading time: 3 minutes, 33 seconds.
TODAY’S IDEA: Passion is nothing without persistence
— From The Art of People: 11 Simple People Skills That Will Get You Everything You Want by Dave Kerpen
“Dave from Radio Disney! Are you ever going to stop calling me and singing to me?” asked Brenda Fuentes in a playful, upbeat way.
Fuentes was a marketing manager for Burger King. Dave Kerpen, the author of The Art of People, worked back then as a local sales rep for Radio Disney in Boston. Kerpen had been trying to get in touch with Fuentes for a long time, but she seemed elusive. Yet he had been assigned this account as a target, was determined to get in touch with her to gain an understanding of Burger King’s marketing needs and, ultimately, try to sell her radio advertising and promotion.
Since this was during the early days of the Internet and she worked from home, the only way Kerpen could get a hold of Fuentes was by phone. Kerpen could not get a hold of her, as all his calls would go to voicemail. He thought of the many other sales reps leaving messages and realized that “the one thing [he] had that none of those other reps had [was] Radio Disney.”
Kerpen recalls, “For me, Radio Disney wasn’t just a job; I loved the station and its bubble-gum pop music. It was both fun to listen to and safe for the whole family… I decided to get creative in my persistence… Each time I left a voicemail message, I would sing a parody of a Radio Disney hit song into the phone. Eventually, I figured, this creative strategy of leaving her messages to the tunes of popular songs would get her attention and help me stand out from the countless other phone calls and voicemails I assumed she got.”
To make a long story short, after 37 calls (!) Fuentes finally picked up the phone. “But this wasn’t your average opening sales call. After all, she already knew [Kerpen] pretty well from all those voicemails.” Now it was his time to get to know her and listen to her needs and see how Radio Disney could help Burger King market itself.
It worked. One week later Kerpen had a signed agreement for over $50,000 in revenue. And what’s more, to this day, he still has a great working relationship with Fuentes.
Were there times when Kerpen felt like giving up? Of course! He says he felt dejected and demoralized many times, and wondered if he was wasting his time, not to mention feeling embarrassed when his colleagues made fun of him for his silly songs. But he refused to give up on Fuentes and Burger King, and adopted a persistent approach in a creative way that was memorable and fun.
Kerpen points out, “As it turns out, one of the biggest differentiators between those who successfully influence others and those who don’t is persistence. Many people talk about passion, and of course passion for one’s idea, product or belief is important, but many people have passion. Far more people have passion than have persistence… persistence is what makes the difference.”
And he goes on to say, “Persistence is defined as ‘firm or obstinate continuance in a course of action in spite of difficulty or opposition.’ In other words, when the going gets tough, you keep trying.”
“Persistence is trying until you get what you want or go down swinging. Persistence is continuing until you are certain beyond a shadow of a doubt that it’s time to move on and collect the lessons from the failure. Persistence is trying until you drop. Persistence is thirty-seven phone calls.” – Dave Kerpen
ACTION
Note: Both actions below come directly from Kerpen’s book.
TODAY: “Write down something that you really want from someone but that won’t be easy to get. [Who would you like to meet more than anyone? What client would you like to land? What business idol would you like to have lunch with?] Use your passion and your creativity to come up with a plan to pursue this person doggedly in an inventive, original way.”
FUTURE: “Put your plan into action and be persistent. Make as many attempts as it takes to make this vision a reality.”
How about sharing this post with someone you know whose persistence you admire? Email, Facebook or Twitter.
by Helena Escalante | Growth, Leadership, Mindset, Miniseries, Sales, Tools
Links to other parts of the miniseries:
Leadership: Developing influence one step at a time: Position
Leadership: Developing influence one step at a time: Permission & Production
Leadership: Developing influence one step at a time: People Development and Personhood
Leadership: Climbing the steps
Estimated reading time: 4 minutes, 10 seconds.
TODAY’S IDEA: Leadership: Debunking 5 myths
— From Leadership 101: What Every Leader Needs to Know by John C. Maxwell
What is leadership? With lots of definitions and books on leadership, you’d think the answer to this might be an easy one, but it’s not. The essence of leadership and its different manifestations can sometimes be confusing. Why? Because nowadays the label “leader” is tossed around often and sometimes misused to describe position, knowledge or some other attribute as opposed to true leadership.
To that effect, in Leadership 101, John C. Maxwell sets a simple definition that is right on point:
“True leadership cannot be awarded, appointed or assigned. It comes only from influence. [Thus] the true measure of leadership is influence—nothing more, nothing less.”
So, how do we find and measure influence?
In this miniseries, we will first start by debunking the five most common myths or misconceptions that account for the majority of the confusing definitions leadership and, in subsequent posts, we will see how influence can be developed.
1. The Management Myth: “A widespread misunderstanding is that leading and managing are one and the same.” As Rear Admiral Grace Hopper so aptly put it, “you manage things, you lead people.” Maxwell says, “The best way to test whether a person can lead rather than just manage is to ask [him/her] to create positive change. Managers can maintain direction, but they can’t change it. To move people in a new direction, you need influence.”
2. The Entrepreneur Myth: “People assume that all salespeople and entrepreneurs are leaders. But that’s not always the case.” Maxwell cites the example of Ron Popeil, an inventor of gadgets and celebrity in his own right who became a household name by appearing in numerous infomercials. “Popeil is certainly enterprising, innovative and successful… but that doesn’t make him a leader. People may be buying what he has to sell, but they’re not following him. At best, he is able to persuade people for a moment, but he holds no long-term influence with them.”
3. The Knowledge Myth: “Knowledge is power,” is the famous phrase by Sir Francis Bacon, and Maxwell says that, “most people, believing that power is the essence of leadership, naturally assume that those who possess knowledge and intelligence are leaders.” Yet the author points out that this is not automatically true because there are numerous research scientists and philosophers whose knowledge is, “so high that it’s off the charts, but whose ability to lead is so low that it doesn’t even register on the charts. IQ doesn’t necessarily equate to leadership.”
4. The Pioneer Myth: “Another misconception is that anyone who is out in front of the crowd is a leader. But being first isn’t always the same as leading.” Maxwell points out the case of Sir Edmund Hillary, the first man to reach the summit of Mount Everest. While being the pioneer comes with much merit, that doesn’t make him a leader. Many climbers have done the same afterward, but they aren’t following him. “To be a leader, a person has to not only be out front, but also have people intentionally coming behind him, following his lead, and acting on his vision.”
5. The Position Myth: “The greatest misunderstanding about leadership is that people think it is based on position, but it’s not,” says Maxwell. In the military, officers can pull rank and in business, bosses get away with people being cooperative because their livelihood is at stake. People respond to their superiors and that is mistaken as leadership. Maxwell quotes Stanley Huffty: “It’s not the position that makes the leader; it’s the leader that makes the position.” Think about some of the known examples of leaders of a team or company who resign or are forced out and the colleagues follow: the leaders may lose the position, but not the influence because, as Harry A. Overstreet said, “The very essence of all power to influence lies in getting the other person to participate.”
And the corollary to this last quote is one that Maxwell is famous for saying:
“He who thinks he leads, but has no followers, is only taking a walk.”
While leaders may have some or all of these attributes within them, they must still have influence for people to follow them and act upon their vision.
Come back tomorrow for the next installment of this miniseries to learn how influence can be developed.
ACTION
TODAY: Think about the leaders that surround you. Think about their influence. Who do you follow because you truly believe in them? Who do you follow because they have rank or authority over you?
FUTURE: Come back to learn how to develop influence. To become a leader, it’s important to develop influence in a way that empowers, elevates and enlightens others, always coming from a point of empathy and much generosity. It takes time, but it’s worth it—think about all the true leaders you admire and their journey to the top!
Know someone who wants to learn more about leadership? Please share this post and the upcoming ones in this miniseries, thank you! Email, Facebook or Twitter.
by Helena Escalante | Celebration, Creativity, Goals, Growth, Leadership, Mindset, Planning, Sales, Tools
Estimated reading time: 3 minutes, 33 seconds.
TODAY’S IDEA: Hugging is a mindset
— From Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results by Jack Mitchell
Jack Mitchell is the Chairman of the Mitchell Stores. These high-end apparel boutiques provide such exceptional customer service, that Mitchell Stores is a case study at Harvard Business School.
What makes Jack Mitchell and his stores so special? The fact that they hug their customers. Mitchell says, “In some instances, we physically hug the customers—I’ve seen sales associates actually give customers a bear hug and then dance with them around the floor—but we mainly metaphorically hug them by showering them with attention in a way that every business ought to but doesn’t. […] That’s what Mitchell’s is about: making people say ‘Wow!’ ” And it’s true, I kept thinking wow! many times as I read through Hug Your Customers.
Mitchell defines hugging “as a mindset more than a physical act. It’s a way of thinking about customers… in the simplest sense, a hug is anything that exceeds a customer’s expectations.” For instance, Mitchell recalls a time when the new Chief Financial Officer of a large corporation went into his store. He (Mitchell) greeted him and congratulated him on his company’s stock rising $5 the previous day. Needless to say, the CFO was blown away. That’s what he means by a metaphoric hug.
And just as clothing, hugs come in all sizes: one time Mitchell flew a suit on a corporate jet to Tokyo for the son of a customer who needed it the next day. He also recalls lending his very own top coat to a customer who needed it right away (and happened to be the same size) while the customer’s coat arrived two days later. And at another point a customer brought in a dress she had purchased at another luxury store to get it altered in a hurry, and they did it for her.
It’s important to highlight that everyone hugs differently, “and that’s the way it should be,” says Mitchell. “You adopt the hug that works for you and your customer… Some people are comfortable giving a bear hug. Others recoil at anything too physical. That’s fine. Those people like to shake hands, or give a high five, or look you in the eye, or send personal notes.”
Mitchell states that one of the best hugs is a letter of thanks, and it’s a bonus hug if it’s handwritten or if you handwrite a note on the side of a typed letter. As an exercise, he once sat down to write a list of different hugs and got to 33 before his hand started cramping. I suggest you do the same for your customers or clients. What can you do for them that will create that wow! response? I’m adding below some of the hugs in Mitchell’s list hoping they will spark some ideas in you (some of them won’t apply to your business, but think about equivalents that work for you).
- Offer someone a beverage or snack
- Carry their bags to the car
- Send a birthday card
- Send an anniversary card
- Remember names
- Sew on a button
- Press pants
- Call when you say you will
- Send flowers on a holiday
- Send flowers after a big sale
- Call and invite to lunch at the store
- Make reservations for someone at an exclusive restaurant
- Get tickets to a ball game or the theater
- Open the store after hours for private appointments
- Have a liberal return policy that allows you to give money back with a smile
- Call another store to get something you don’t have
- Show product knowledge
- Smile
- Resolve credit issues instantly
- Give a firm handshake
- Look a customer in the eye as a friend who cares
- Exchange business cards
- Telephone someone who’s sick to show you care
- Send an email (especially to people who travel internationally)
- Listen
Happy hugging!
ACTION
TODAY: Make a list of the ways in which you can hug your customers. You’ll be surprised as to the difference that even small details can make!
FUTURE: Adopt the hugging mindset. Keep your list of hugs handy and keep adding to it. Get together with your team and brainwrite ways in which you can hug your customers more and more often. Determine which hugs you can turn into policies so as to serve your clients better and offer an exceptional experience.
Know someone who needs a hug? Send this post to that person! You can do so via email, Facebook or Twitter, thanks!
by Helena Escalante | Growth, Leadership, Mindset, Opportunity, Planning, Resources, Sales, Tools
Estimated reading time: 4 minutes, 30 seconds.
TODAY’S IDEA: The listening matrix
— From Dynamic Communication: 27 Strategies to Grow, Lead, and Manage Your Business by Jill Schiefelbein
We’ve talked about listening before (here and here), but always focusing on you: how you listen and how you can listen better. But have you ever stopped to think how others listen to you? This is especially interesting in a business setting, when you need your listener to take action (sign the dotted line, for example).
In Dynamic Communication, Jill Schiefelbein broke down the listening modes into a very handy matrix to understand how people listen. “In order to move people to action, you need to understand how they are listening to you. […] Are they listening for information, or are they listening for knowledge? The answer is the difference between action and inaction—making a sale or missing an opportunity… People who listen for information do not decide. People who listen for knowledge decide.”
The listening matrix is a four-stage continuum: stages one and two comprise the time when people are listening to gather information; stages three and four comprise the time when people are listening to acquire knowledge and make a decision. The goal is to move the listeners from any of the first three stages towards stage four so that they can take action, whatever form this action may take (buy, go, do, donate, vote, enroll, etc.). The examples below are mainly focused on sales, but you can adapt them to whatever situation you need where the goal is for the audience to take action.
This is what the matrix looks like:
INFORMATION [1: The Writer → 2: The Thinker] → KNOWLEDGE [3: The Interpreter → 4: The Decider]
Stage One: The Writer
The writer is simply taking notes and collecting information, but is not there to make a decision. “Transitioning your audience from a writer to a thinker… can be done with a relatively simple line of questioning.”
- What do you think about [insert topic]?
- What is your opinion on [insert topic]?
- What are your feelings on [insert topic]?
- What is your view on [insert topic]?
- What is your perspective on [insert topic]?
Stage Two: The Thinker
At this point “your audience is still listening for information, but they may ask questions to clarify facts, figures, details, etc.” Once they take a breather from their notes, you can further engage them with these questions:
- What do you know about [insert subject]?
- Would you share with me what you know about [insert subject]?
- What does your company know about [insert subject]?
- How do you see that process working for your business? (This question is not designed for a yes/no answer; it’s used to generate further discussion.)
Stage Three: The Interpreter
Your audience is past the Information half of the matrix and is on to the Knowledge half. At this stage is when your audience “starts to interpret how something will apply—its consequences, its benefits—in their business.” By asking the following questions you will gain intel that will enable you to understand how your audience will adapt your information to their context. Schiefelbein says, “Remember, knowledge is information applied.”
- How would your business change if…?
- What would it look like if your organization used…?
- How would your job be easier if…?
- What would be the best outcome for you if…?
- How would you react if…?
- What would it take for this to work in your…?
Stage Four: The Decider
“Your success at this stage will be determined on how well you’ve connected with your audience and how well you articulate your request… Your job in this stage is to get the action.” Here are the questions that will help you get there:
- Can you see this working for your business?
- Do you see this meeting your needs?
- Are you comfortable recommending this to your board?
- Is this solution within your budget?
- Do you want to get started today?
- Is this something you feel your sales team could benefit from?
- Shall we talk about some solutions that we can work on together?
“No matter what, at this stage you need to get a “yes” or “no” and move to the next step of the relationship.”
ACTION
TODAY: Pay attention to the stages that your listeners are in, especially if you are having any conversations that require action. Adapt the questions above to move your audience to the next stage until they agree to take the desired action.
FUTURE: Adapt the questions above for your desired outcome whenever you are going to have a conversation where you need to move your audience from The Writer to The Decider. Document what works best for you and keep it as handy reference to use in a future. Don’t be afraid to test out new questions according to your project or situation. Once your audience takes the desired action, celebrate your success! And send me an email to let me know, I’ll be cheering for you. 🙂
Know someone who could benefit from this info? Please share this post with them via email, Facebook or Twitter, thanks!
P.S. – If you are in New York City next Monday, April 23 and want to meet Jill Schiefelbein (she is lovely and brilliant), she will be speaking at the same event as I: Unlearnings Live. This is a two-hour event to help you expand your world, your thinking, and the actions that make your work urgently important. Unlearnings Live is going to provide you with ideas to clear out any negativity surrounding you and create amazing environments that inspire your important work to scale. This will be an opportunity for your story to be told and for your ideas to be put into action. Please join us, we’d love to see you there!
by Helena Escalante | Accountability, Goals, Growth, Habits, Leadership, Mindset, Opportunity, Productivity, Sales
Estimated reading time: 4 minutes, 21 seconds.
TODAY’S IDEA: 5 things you need to stop doing now to be more productive at work
— From Time Traps: Proven Strategies for Swamped Sales People by Todd Duncan
At first sight, these five things that we can stop doing now to be more productive at work may seem too basic and plain. I didn’t think they’d make a difference until I gave it some additional thought, and what blew me away was the amount of accumulated time that can be freed up daily and yearly if we simply stop doing them.
Todd Duncan, the author, mentions that if we don’t take an organized approach to working, very likely we will say YES to everything and add it to our already full plates. “This is highly unorganized and allows unproductive interruptions […] to monopolize your time. To begin cleaning up your work schedule, follow these five guidelines to construct boundaries that regulate or eliminate the most common unnecessary tasks that clutter your days.”
- Don’t give your personal digits to customers. This means don’t give out your cell phone number, your home phone number and your personal email address. “Make it simple for them and sane for you: …give prospects and customers only one e-mail address and one phone number. It’s tempting and easy to justify giving out more contact information, but don’t.” Once you give your personal digits out you can’t control what clients or colleagues do with them and when they’ll contact you expecting an immediate answer. Be careful if you don’t want them to interfere with your personal time.
- Don’t give your work digits to friends. “If they already have them, ask your friends to e-mail and/or call you on your personal lines instead.” Sounds a bit extreme, but think about it in terms of your productivity. Your friends are likely to have your personal cell and home numbers, your personal email, and your social media. If there is an emergency, they can definitely contact you.
- Turn off the instant message and e-mail alert functions on your work computer [and your phone]. “The last thing you need is one-liners and alerts popping up on your screen all day. They are too tempting and will whittle away your time quicker than you realize.”
- Don’t answer the phone unless it is someone you are expecting. “Unless you are a retail salesperson whose business comes via phone, or you are expecting a call, you shouldn’t even have the ringer on.” If you fear you’ll be perceived as antisocial, try it for a day or two and see what happens. Let it go to voice mail and retrieve at intervals when it’s convenient for you. Don’t let it sidetrack you every time it rings.
- Don’t check your personal email during work hours. “Very few people [do this], and it adds to your work hours—sometimes several hours a week. Not only that, it adds to your [load of] responsibilities, like e-mailing so-and-so with a phone number, or calling so-and-so with directions, or checking out a Web site, or answering a question that can be answered later.”
“There are others, of course… [but those mentioned] represent the most pervasive but often overlooked, time sappers.”
If you’re saying ‘yeah, yeah, yeah… I know this,’ to these things and you still think they don’t add up, simply look at this conservative estimate of time freed up that appears in the book (the estimate is based on 230 working days/yr):
| TASK |
Time Wasted |
Time Freed |
| Personal e-mails to work address |
30 mins/day |
115 hours/year |
| Personal calls to work phone(s) |
30 mins/day |
115 hours/year |
| Answering every call |
60 mins/day |
230 hours/year |
| Customer calls to personal digits |
60 mins/day |
230 hours/year |
| Instant message & e-mail alerts |
15 mins/day |
57.5 hours/year |
| Total time freed up |
3 hours day |
747.5 hours/year |
If you think this is a high estimate, simply record your time wasters for a week or two, and modify the calculation to suit you. See how much time you can free up. What will you do with those extra hours that you now found? Imagine the possibilities!
ACTION
TODAY: Try stopping these 5 things and see how your day goes. Then at the end of the day reflect on what went well and what didn’t. How can you tweak to your advantage?
FUTURE: Over the next week or two, tally up the time you use in these 5 activities. This is for your eyes only, no need to share it with anyone, so be very honest with yourself—the idea is to find out how much time these tasks are taking—that way you’ll know how much time you’ll save by not doing them. Then, try stopping these five things for a couple of weeks as well. Figure out what works and what doesn’t along the way, and tweak according to your needs. Maybe you can stop all alerts but don’t feel comfortable stopping the one from your biggest client, or from your company’s CEO, or fill-in-the-blank. That’s OK, you will still save some time by stopping the other alerts. You can continue to monitor how many times your client/boss/CEO/etc. calls or emails with an urgent task vs. how many times it would be possible to retrieve it later, at a time that is convenient to you. Tweak and tweak again until you find a rhythm that suits you.
Know someone who could free up some time? Please share this post via email, Facebook or Twitter, thank you!
by Helena Escalante | Creativity, Growth, Marketing, Planning, Sales
Estimated reading time: 3 minutes 20 seconds.
TODAY’S IDEA: The optimal way to keep your customers happy
— From Anything You Want: 40 Lessons for a New Kind of Entrepreneur, by Derek Sivers.
What is your business’ mission? Are all the policies and procedures in your business designed and geared toward fulfilling its mission? How about the tiniest of details? Hmm… this is usually the last part to get attention because it’s easy to overlook or to simply be as vanilla as everyone else… yet the optimal way to keep your customers happy is by paying attention to the smallest of details.
Let me share with you the story of Derek Sivers, Founder of CD Baby, a company that sells indie music online. When an order for a music CD had shipped, he had a standard email message to notify his customers and to thank them for their business. However, his mission was to make people smile, and that message felt completely incongruent. So, he took 20 minutes and wrote this instead:
Your CD has been gently taken from our CD Baby shelves with sterilized contamination-free gloves and placed onto a satin pillow.
A team of 50 employees inspected your CD and polished it to make sure it was in the best possible condition before mailing.
Our packing specialist from Japan lit a candle and a hush fell over the crowd as he put your CD into the finest gold-lined box that money can buy.
We all had a wonderful celebration afterwards and the whole party marched down the street to the post office where the entire town of Portland waved “Bon Voyage!” to your package, on its way to you, in our private CD Baby jet on this day, Friday, June 6th.
I hope you had a wonderful time shopping at CD Baby. We sure did. Your picture is on our wall as “Customer of the Year.” We’re all exhausted but can’t wait for you to come back to CDBABY.COM!!
I bet it achieved its mission of making you smile! It’s silly, funny, and adorable—all at the same time—and it’s also incredibly smart as a way to convey CD Baby’s mission and brand personality. As a matter of fact, if you Google private CD Baby jet you’ll see that, as of the date of this post, there are 1,010,000 results that reference this email (and when I publish this it’ll be 1,010,001 and counting…).
Clearly, Sivers could not have anticipated this outcome when he wrote his email. Yet being true to his mission—even in the smallest of details—endeared the company to its customers and “that one goofy email created thousands of new customers.”
“When you’re thinking of how to make your business bigger, it’s tempting to try to think all the big thoughts and come up with world-changing massive-action plans. But please know that it’s often the tiny details that really thrill people enough to make them tell all their friends about you.”
ACTION:
TODAY: Take that one tiny detail about your business that bugs you… yes, that one… We all have that one little thing that drives us crazy (and that we tend to overlook because it’s so tiny that we think we should not give it all that much importance). Now is the time. What do you need to do to make that one detail congruent with your mission? What is your equivalent of Derek Sivers’ taking 20 minutes to write his email to make his customers smile?
FUTURE: Make an inventory of all the touch points in your business’ customer journey. What can you do to make sure every single touch point is congruent and reflects your mission in the most favorable way? Map out and list the actions that you need to take to ensure this happens, then get to work on them. The result will be a stronger bond with your clients, greater loyalty and increased sales. Well worth it, don’t you think?
Know someone that could use a smile from Derek Sivers’ funny email? Please share this post with that person via email, Facebook or Twitter, thank you!
