Knowing vs Doing

I work with a variety of clients to help them grow their revenue and improve sales performance from ASX 200 companies to mid sized enterprises. 

 

The most successful programs have shared a number of criteria that I’ve noticed is consistent, regardless of the industry, the economy, the level of competition, size of sales force or targets set by the company. 

 

Action.

 

I recently returned from an interstate 2 day intensive coaching session with a client’s BDM.  This man is incredibly experienced, well credentialed and until relatively recently was achieving target.  However, it was felt that he was coasting.  His results weren’t just plateauing, they were going backwards!  It was up to me to discover the root cause as to why this was happening, and help the company to turn it around.

Alone, I’m not a silver bullet.  I can’t bring magic to a failing sales pipeline.  However, I know what works and what doesn’t, and after 25 years of working with salespeople I can easily detect patterns in behaviour. 

I’m not interested in what salespeople tell me, I’m interested in the results their behaviour produces.  That’s always where the answers lie.

Part of this is observation.  There is no point in being a coach that only shows up to training – my role is to also be there on game day so I can see how well they execute their plan.  And this is where I got most of what I needed with this man.

Not only was it not enough of the right action, but it was his belief that he was getting away with it.   He was putting in as little as he could to still justify his role there, but not more than that. 

And it had to stop.  For everyone’s sake. 

 

I called him on it, saying that his words and actions weren’t aligned.  “Are you questioning my integrity?” he asked me indignantly.  “That’s exactly what I’m questioning – there is no alignment.  The problem is that you believe what you tell others; your behaviour is so consistent that it’s been a gradual slide to a habit that will take a lot of work to change.  But it can be changed if you’re willing to own it, smash it and replace it with new action.”

Sales people rarely miss target because they lack the knowledge.  They usually know what to do, and how to do it.  They usually miss because they’re simply not doing it!  And that’s when you need someone to find out what’s in the way.  If it was just as simple as waving a wand, I might be out of business…but the truth is deeper than that.  Action is the answer.

It’s early days but he owned it at the company sales meeting which in my opinion took incredible courage and humility.  What happens now though, is up to him. 

First I needed to work with him to change the way he saw himself and the way he thinks about his role using evidence to disrupt his pattern.  Now it’s up to him.  And it will be HARD.

 

But, ABSOLUTELY POSSIBLE.

 

View our other posts

From My Heart to Yours This Xmas

Any business which has person to person  interactions has an opportunity to embody the spirit of Xmas by demonstrating our willingness to serve others.  I talk about service a lot.  I am guilty of banging on about it actually.More recently I’ve been asked why the word...

Rep vs consultant

What makes a good sales rep? Is it someone who has the courage to walk into a brand new prospective business and give them the “spiel” like a door to door encyclopedia sales person?Is it someone who builds great rapport on first introduction and makes a time to have a...

When Connection goes wrong

Some people are amazing at building rapport.   They’re naturals.  Everywhere they go, they meet more people who like them and who trust them. It’s almost like they can’t help it….or can they?I recently met someone like this, who connected with me so well that I had to...

Build your network before you need it

A few months back I caught up with a friend and colleague who had recently been made redundant.She’d been in the role for a few years and couldn’t foresee the events that led to a few people in her department being let go when a new Managing Director started making...

Why gratitude is fundamental to better service

We can only give away what we have.  The disease of more is rife in our culture: more money, more time, more boobs, more lips, more sex, more love, more holidays, more recognition, more likes, more followers….when is what we have enough?  When do we learn to...

PODCAST: The Art Of Backing Yourself

Listen to EP 6: The art of backing yourself | Ingrid Maynard from The Millennial Crisis in Podcasts View our other posts

Have we trained customers to expect too little

Are customers expecting too little of retail? When our customers believe that great service is being greeted when they enter our store we must NOT pat ourselves on the backs as retailers!Because it’s not great. It’s common courtesy. A service standard.  And it’s on...

Merging online and bricks and mortar

In 1999 when I was working at the Australian Retailers Association, I read that MYER was adamant that its online sales would only ever be 10% of total sales revenue. How times have changed. With bricks and mortar retailers battling declining sales, it’s easy to think...

The Customer Experience?

Retailers!   We have never lived in a more exciting time when technology and personal experience can work together.  Ignite your imagination beyond marketing and understand that your people are your front line brand ambassadors.  They embody your brand…..or not.  What...

How to have a SERVICE culture

How to have a SERVICE culture Culture.  You can feel it.  It’s embodied by the experience we have as employees, as clients or customers, as service providers…and it’s a tricky one to define.  But we all know when the culture is a good one, and when it isn’t.Creating a...