Its 7.15 on a Sunday morning.
My dog Ebony is snoring in her basket in front of me as I sit here with the heater on and my laptop on my lap..
I’ve been up doing an admin job that fits in with the time management principle – ‘Do the job you don’t like doing FIRST..’
It’s worked for me again..
Job Done.. tick…
So now.. a note to you with some learning’s I got last week that I think will help you this week..
IN THIS SALES TRAINING BLAST..
- Lessons from helpful customers
- Customer catalyzed innovation for tough times and business breakthroughs
- Lessons from a BBC TV show you really should check out
- The big mistake in selling professional services
- How to prevent very smart people doing dumb, costly things
WHEN DID YOU LAST USE CCI – CUSTOMER CATALYSED INNOVATION?
Years ago I read in a Peter Senge book about ‘customer catalyzed innovation’.
How customers can spark ideas, suggestions, solutions for new products, services, system improvements for your business
(if you either ask them or are in tune with what they are telling you…)
The iPad, the iPhone, McDonalds drive through, ATM’s…. all these innovations came out of the minds of someone…
The customer probably wasn’t saying ‘give me an iPhone’ or ‘why don’t you have a drive through..?’
but they would have been expressing a need….
‘How can my phone connect better with the internet?’
‘Why can’t my phone take better photos?’
‘How can I get my hamburger faster without getting out of the car?’
Those questions then act as catalysts to the open mind to creating new products, services, systems and procedures that can catapult you ahead of your competition.
When was the last time you sought out customer feedback then brainstormed new products, marketing ideas, services, improvements from it?
In a tough market, that’s one powerful strategy to jump ahead.
Anyway, that wasn’t what I meant to tell you.
SALES TRAINING LESSONS IN TEAM MANAGEMENT AND BUILDING A HIGH PERFORMANCE CULTURE FROM A BBC REALITY TV SHOW
One of my clients this week asked me had I seen a BBC TV show called ‘The Call Centre’.
So I checked it out on Youtube..
It was terrific.
It is a reality TV show about a Manager (Ned) running a Call Centre in Wales with over 700 people.
Here is a clip from the show..
If you’re in business and you manage people, you’ll either love or hate Ned.
If you manage a team of Sales people you really should watch this show.
You’ll learn about:
- Caring for staff
- Making high performance fun
- Dealing with sensitive issues with staff
- Staff motivation
- Building a high performance sales culture
- Personal passion……
- And much more…
You may not agree with all the things Ned does… (and at times I think if he was in Australia some HR Nazi might try and stop him…) but his people seem to love him and he is very successful.
Let me know what you think.
THE BIG MISTAKE IN SELLING PROFESSIONAL SERVICES – WHEN SMART PEOPLE DO DUMB (COSTLY) THINGS
I was working with a new client this week.
A professional services firm in the City.
These guys are already successful.
A room of very intelligent experts in their fields.
People keen to help their clients.
But people who had pretty much ZERO training in how to market and sell their services.
Perfect for me – green fields – but terrible for them – stressed out and struggling with fee discounting and filling up their fee pipeline.
As we were working through new science and strategies to help them better position themselves, better articulate the value they deliver, better convert an interested lead into a full fee paying, satisfied client, one of the Partners told me of a sales situation they were in that made me squirm, cringe, contort…
‘The client outlined their problems to me, so I told them what they needed to do.
I spent an hour on the whiteboard with them and mapped out the strategy to solve their problem.
Then when I told them the fee to implement it they said it was too expensive….’
Someone tell me.. what is wrong with this story?
It is the classic Professional Services, expert mistake.
When you are selling knowledge, you need to be very careful when you give that knowledge away.
Giving the answer to the client problem before the client is willing to pay for the answer is DUMB.
Alan Weiss calls it the ‘conceptual agreement of value’ stage of the Client Generation Process.
The client needs to agree there is tremendous value in getting the problem solved before you give them the solution.
And once you give them the solution, they think they always knew that anyway..
As a result of that one session with the team of partners, the feedback is, ‘we need MORE of this coaching…’
As I get older realize that I am a bit weird..
I really do enjoy helping smart people get an even better return on their knowledge.
I really do get a kick in helping people sell better.
The way their eyes light up when they have an ‘AH-HAH….’ OR ‘THAT’S BRILLIANT…’ or ‘I can use that in the meeting I’m going to tomorrow…’
If you want to find out more check out our ‘Secrets of Selling Professional Services’ Home Study Programme or hit reply and put ‘send me info’ in the subject line and I’ll send you a kit with more info to help you and your team sell your professional services better…
Anyway… better go..
Let me know what you think of the ‘Call Centre’
PS: thanks to that client that introduced me to it.. another example of how so many great ideas, innovations and insights come from customers.