The sales process is broken. What’s required is a revolution. A revolution to engage with other people, whether they be direct customers, employees, or the greater business community.Leading the charge is Ingrid Maynard, Founder and Managing Director of The Sales Doctor. Ingrid’s pathway to Enrichment Philosophy evolves the sales process and mindset, freeing up sales teams to achieve outcomes beyond what they dare to imagine.The Sales Revolution is a podcast which explores these concepts, and introduces other leaders on their approach to business and sales.

• Mutual Mattering is an e-book which details Ingrid’s Enrichment Philosophy:
  The Sales Doctor 

COVID has inflicted an onslaught of change in the way we live and the way we work. It has meant that organisations need to alter their own leadership practices to reflect the changing behaviours of their people.

Trudy MacDonald,Founder and Managing Director of human resource consultancy TalentCode HR, highlights the challenges of balancing empathy and accountability, especially in the context of remote work and flexibility. Trudy emphasises the importance of emotional intelligence in leadership and the need for feedback-rich cultures. She also explores the shifting expectations and motivations of Gen Z employees and offers solutions into attracting and retaining them.

Trudy also discusses the value of personalised development programs, peer learning, and cross-generational collaboration, and she emphasises the importance of clarity, transparency, and accountability frameworks in creating a culture of accountability and support.

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• TalentCode HR 
• Trudy MacDonald 
• TalentCode HR YouTube channel 
• The Sales Doctor 
• Mutual Mattering E-Book by Ingrid Maynard 

The Sales Revolution podcast explores a new paradigm shift in sales organisations and the way they think about customers and salespeople. Ingrid Maynard, CEO of The Sales Doctor, introduces the concept of the Mutual Mattering Philosophy, which focuses on mutual enrichment and service to customers. The goal is to create a magnetic organisation that attracts the right people and becomes impossible to replicate.

• The Sales Doctor 
• Mutual Mattering E-Book by Ingrid Maynard 

Sales has lost its prominence and prestige over the decades, and most of that decline has evolved from marketing overtaking sales as the driving force in business. That’s according to Bob Nordlinger, CEO and Consulting Director of Superior Strategy, and one of Australia’s most experienced and respected CEO coaches.

He says this shift has led to a transactional approach to sales and the decline of customer relationships. Bob emphasises the importance of building trust and understanding customer needs in order to create lasting relationships. He also explores the concept of givers and takers in sales and the impact they have on organisational culture.

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• Bob Nordlinger
• The Sales Doctor 
• Mutual Mattering E-Book by Ingrid Maynard 

Ingrid Maynard is on a mission to reframe sales and bring back the focus on mutual enrichment and service. She explores the challenges faced in the sales industry, including the talent shortage and tough economic conditions. Trust and connectivity are important in building successful relationships. Sales is seen as the proving ground for this revolution, where discipline and models of excellence play a crucial role. The ultimate goal, insists Ingrid, should be to make a difference together through service and mutual mattering.

• The Sales Doctor
• Mutual Mattering E-Book by Ingrid Maynard

If you’re try to tap into the minds of your customers – and who isn’t? – it might be worth considering a developing a customer advisory board. Louise Broekman, the founder of the Advisory Board Centre, discusses with Ingrid Maynard how customer advisory boards are tremendously beneficial for organisations to listen to their customers and involve them in the decision-making process.

Louise highlights the different functions and structures of customer advisory boards, including their role in product development and digital transformation. She emphasises the need for clarity of scope and the importance of selecting the right members for a board.

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• Advisory Board Centre
• State of the Market Report
• ABF101: Advisory Board Best Practice Framework
• Advisor Concierge Service
• The Sales Doctor
• Mutual Mattering E-Book by Ingrid Maynard

Have you ever considered adopting an experience strategy with your customers or clients? Entrepreneur Sarah Pirie-Nally embraces the philosophy of creating immersive experiences that go beyond traditional customer interactions.

Sarah was one of the first ‘intrapreneurs’ at Commonwealth Bank, Head of Change and Communications at NAB, Chief Design Officer at ASB Bank. She’s started a slew of companies including Wonder & Wander, helping to transform people and organisations through innovation and design.

Sarah highlights the significance of thought leadership and encourages individuals to embrace discomfort for personal and professional growth. She advises against watering down ideas and urges people to talk about what truly inspires them.

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• Wonder & Wander
• The Sales Doctor 
• Mutual Mattering E-Book by Ingrid Maynard

A respected and recognised sales team is a loyal team and one which performs highly. So, how do you show your team you value them? According to Jerry Kleeman, there are certain things you can and should do to show how you value your teams, but not nearly enough organisations do so.

Jerry has a long list of achievements in his career, including director of sales for Fortune 500 companies, and today is CEO of Kleeman International and Chair of The Executive Connection based in Adelaide.

Jerry focuses closely on culture: one of his favourite terms is “carefrontation”, the ability for people to open up and share their vulnerability to others in the group. Jerry also discusses the significance of practicing sales skills and creating a positive and supportive environment for salespeople. He also addresses challenges in sales training and leadership development, and the importance of promoting and developing effective sales managers.

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• Jerry Kleeman 
• The Sales Doctor
• Mutual Mattering E-Book by Ingrid Maynard 

Over time there’s been a gradual shift in perception – a result largely from the rise of e-commerce – that salespeople have become order-takers. Although it has become a dirty word, sales is essential for organisations to thrive. Ingrid Maynard highlights the loss of delighting customers and the negative effects on profit and customer loyalty. Sales should be seen as a craft and discipline, requiring skill, psychology, and a process.

• The Sales Doctor 
• Mutual Mattering E-Book by Ingrid Maynard

Jodie Hawkes discusses her decades-long journey to her role as CEO of Bowhill Engineering, an organisation that values a customer-centric approach to its role as a supplier. Jodie explains the four core competencies of Bowhill Engineering: smarter together, win before you start, complexity done excellently, and committed to the community.

She highlights the significance of creating a culture where everyone treats each other as internal customers. Bowhill is committed to engaging with the wider community and supporting causes that matter to the organisation and its people.

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• Bowhill Engineering
• The Sales Doctor
• Mutual Mattering E-Book by Ingrid Maynard

What underlying values do you have that drive your business or organisation? Well, Sam Paior employs only disabled people and family carers, because she believes it’s important to have peers serving her clients. Sam is Founder and CEO of The Growing Space, a disability consultancy providing one-to-one support coordination for disabled people and families navigating NDIS.

Sam explains how they handled the challenging time of COVID and restrictions imposed on those working in the sector. Also, she discusses how she manages and communicates with her team who work remotely in all parts of the country. Openness and a high degree of trust are important elements in the culture of The Growing Space, which is reflected in its low turnover of staff.

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• The Growing Space
• The Growing Space Facebook Community
• The Sales Doctor 
• Mutual Mattering E-Book by Ingrid Maynard 

Glen Simpson has had an unusual pathway to corporate leadership. As a trained agronomist, his career in agriculture and his work in addressing food shortage in developing countries underlies his commitment to aligning activities with the needs of the communities. One of the biggest challenges for executives is achieving alignment around purpose.

Glen discusses the impact of organisations on society and the importance of transparency. The success of an organisation, he says, depends on the mindset and well-being of its employees. He has lessons for others in leadership roles: listen actively and be present in conversations to build strong connections and understanding.

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• The Executive Connection
• The Sales Doctor
• Mutual Mattering E-Book by Ingrid Maynard 

Have you stopped to consider who your customers are and what they are saying about you? Do you even want to know? It can be hard confronting the truth in case the truth is not what you want to hear. Ingrid Maynard explores the importance of customers and their impact on an organisation’s reputation. The definition of a customer needs to expand beyond traditional buyers. Ingrid introduces the concept of becoming a magnetic organisation, where positive experiences lead to a multiplying effect on the organisation’s reputation.

• The Sales Doctor
• Mutual Mattering E-Book by Ingrid Maynard

The sales landscape has changed significantly observes Ingrid Maynard, host and CEO of The Sales Doctor. She says sales leaders and salespeople need to focus on three key areas to be successful: pipeline, driving the sales process, and activity levels and technique.

Managing the pipeline is crucial, with each person’s pipeline needing to be a multiple of their sales target. Driving the sales process involves being proactive in creating opportunities, embedding belief, and shortening sales cycles. Salespeople, Ingrid insists, need to work on both activity levels and technique to succeed in today’s tough economic conditions.

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The Sales Doctor 

Mutual Mattering E-Book by Ingrid Maynard

Most businesses grow to a certain size then struggle to push through. In fact, according to research by strategy advisor and business mentor Jenny Stilwell, only 7% of businesses break through $2 million in turnover. Jenny is author of The 7% Club, and she highlights the three key areas of challenge for companies looking to grow beyond $2m: complexity, people management, and transitioning from business owner to CEO.

Jenny discusses the importance of strategic growth and understanding the desired direction for the business. Customer service is an advantage that small businesses have in providing a more personal approach. Jenny suggests that large organisations can improve their customer experience by focusing on the human connection.

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• Jenny Stilwell
• Jenny’s LinkedIn 
• The Sales Doctor 
• Mutual Mattering E-Book by Ingrid Maynard 

Mandi Ford wanted to have a business that made everyone smile. Mandi’s Director at ES Concierge & Co, Australia leading life and business concierge. She and her team help with finding gifts, booking restaurants, delivering services – any little (and big) thing that needs solving. She espouses ‘unreasonable hospitality’: exceeding expectations and surprising and delighting customers.

When hiring for customer service roles, she’s on the lookout for individuals who have a desire to serve others and treat everyone with respect. It’s important to choose and onboard suppliers carefully, ensuring they align with the company’s values and customer service standards. Creating meaningful experiences for customers, she insists, doesn’t always require a large budget; thoughtfulness and personalisation can make a significant impact.

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• ES Concierge 
• The Sales Doctor 
• Mutual Mattering E-Book by Ingrid Maynard

We spend so much effort and resources on learning the tools to do our job. However, it’s those often-overlooked soft skills, such as self-awareness and communication, that are crucial for success in business. That’s according to Renata Sguario, founder and CEO of Maxme, a company maximising human potential on a global scale. Embracing strengths and working on self-management, she says, can lead to positive interactions and better relationships in the workplace.

Finding a balance between AI and human skills is crucial in the evolving technological landscape. Automation can only handle simple tasks, while complex problem-solving and creativity are difficult to automate. Human skills such as problem-solving, communication, collaboration, and adaptability are crucial in the face of automation. Renata believes that employers play a vital role in supporting school leavers and bridging the gap between education and the workplace.

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• Maxme 
• The Sales Doctor
• Mutual Mattering E-Book by Ingrid Maynard

The relationship with your customers shouldn’t be forged in isolation. Every single touchpoint across the organisation should aim to create a sensational customer experience.  Ingrid Maynard discusses how a stronger customer relationship leads to loyalty and revenue continuity, as well as profitable growth and referrals. She emphasises the need to create an organisation that is in its own league and is a magnetic driver. The ultimate game is for your customers to become impervious to your competitors and feel like they are a part of your organisation.

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The Sales Doctor

Mutual Mattering E-Book by Ingrid Maynard

We’re led to believe we choose our own career, but in reality careers often choose us, particularly sales careers. Shaun Carey, Chief Sales Officer at Tradeware, shares his career journey and how he has embraced the opportunities that have come his way.

Shaun emphasises the importance of understanding the sales role and having clarity in performance expectations. He also highlights the significance of behaviours and how they contribute to culture and success in sales. He shares his advice for job hoppers, encouraging them to demonstrate their capabilities and alignment with an organisation’s pace.

Shaun offers insights on cultural alignment, the importance of being coachable, retaining the best people, alignment and leadership development, understanding the value chain, and delivering value to customers.

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• Tradeware
• The Sales Doctor
• Mutual Mattering E-Book by Ingrid Maynard

A customer-focused culture starts with strong leadership and a commitment to valuing and empowering employees. That’s the perspective of Michelle Fahey, Executive General Manager of People, Safety & Engagement at Intellihub Group, a digital energy management company.

Having landed into an HR career, Michelle has the uncanny ability to read and engage with people quickly. She’s discovered how empathetic leadership and coaching methodologies can foster a sense of purpose and engagement among employees. Michelle discusses with host Ingrid Maynard that protecting and nurturing a positive culture is essential for attracting and retaining high-performing employees.

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Michelle Fahey LinkedIn 

The Sales Doctor

Mutual Mattering E-Book by Ingrid Maynard 

Some of the best salespeople don’t see themselves as salespeople. Ingrid Maynard challenges the negative association with sales and highlights the importance of providing solutions and adding value to customers.

She shares examples of individuals and organisations that excel in sales by focusing on creating positive experiences and deepening relationships.

The underrated soft skills are crucial to sales, including: listening, effective communication, influencing, and creating outcomes. Ingrid also raises the need for developing higher-order communication skills in the age of AI and the importance of equipping future generations with these skills.

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The Sales Doctor

Mutual Mattering E-Book by Ingrid Maynard

Jane Libbis became a lawyer because she wanted to help people. Jane is the founder of Umbrella Family Law, whose approach to business is different to other practices.

Jane explains to host Ingrid Maynard how important it is for her to build a network of like-minded professionals and clients who align with the values and culture of her law firm. There’s a challenge, she admits, of balancing empathy and compassion with the commercial realities of running a law firm.

Jane also discusses the importance of setting boundaries and maintaining respectful communication with clients. Fundamentally, she says Umbrella is more than just a legal practice, “we’re a ray of hope.”

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Umbrella Family Law

The Sales Doctor

Mutual Mattering E-Book by Ingrid Maynard

Named one of the leading customer experience (CX) leaders in the world, Justin Tibbett’s 30-year career began on the phone in a call centre; today he’s CEO of the Australian Customer Experience Professionals Association. His expertise spans the impact of AI on CX, the importance of empathy and personalised service, and the need for strategic investment in both technology and human skills.

There’s a been a shift, he says, in call centres handling simple, transactional calls to more complex interactions due to technological advancements. AI has enabled customers to self-serve, by reducing basic queries handled by agents. This shift makes empathy and interpersonal skills crucial for handling intricate customer issues. Justin questions whether companies are investing enough in training their personnel for these higher-level skills.

He explains to host Ingrid Maynard that smaller businesses excel in building personal connections with customers, a practice larger companies could learn from despite their scale challenges. A holistic CX approach, understanding the customer’s lifetime value, and balancing technology with human interaction are essential.

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Australian Customer Experience Professionals Association

The Sales Doctor

Mutual Mattering E-Book by Ingrid Maynard 

Australian small businesses are grappling with economic uncertainty, talent shortages, and rapid technological advancements, including AI. With a lifetime of experience in the SME marketplace and as Co-founder and Director of the Leadership Think Tank, Jason Tunbridge believes a strong focus on customer needs is essential for business success. Exceptional customer service can turn clients into advocates who promote the business, generating referrals and driving growth even without direct marketing efforts.

Jason insists that a CEO’s active involvement is crucial in creating a robust customer-focused culture, which can lead to long-term business success. The Leadership Think Tank helps CEOs by providing a confidential forum for sharing ideas and strategies across industries, fostering innovative solutions and strategic thinking. CEOs should allocate time for strategic thinking and learning from peers to address business challenges effectively.

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The Leadership Think Tank 

The Sales Doctor 

Mutual Mattering E-Book by Ingrid Maynard 

Stacey Packer, founder of SP Consulting, shares her philosophy of generosity and relationship-building in business. By giving first—whether through introductions or valuable insights—businesses can build stronger, more meaningful connections. Following up on introductions and referrals is crucial; there is value in thanking the referrer and updating them on the outcomes, which strengthens professional relationships and maintains respect.

Entrepreneurs, she says, should be clear about their values and service expectations to attract and maintain aligned relationships. The principles of mutual mattering—such as unconditional positive regard, celebrating wins, and being compassionate—are central to fostering meaningful and supportive professional relationships.

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Stacey Packer Consulting

The Sales Doctor 

Mutual Mattering E-Book by Ingrid Maynard 

Recognising internal colleagues as customers enhances organisational culture and drives strategic results. That’s according to Stephanie Christopher, a seasoned sales leader with more than 25 years’ experience, currently serving as the Managing Director at Vistage Australia and New Zealand. She is known for her deep insights into sales strategies, customer consciousness, and fostering a culture of excellence within organisations.

She explains how a narrow view of customers, limited to external parties, can lead to inefficiencies and frustration. There is a need for sales professionals to adapt to higher customer expectations and sophisticated research, as opposed to the order-taker mentality some salespeople exhibit. Investment in sales training, therefore, is crucial, especially in challenging economic times, to ensure sales teams remain effective.

Despite the challenges we’re all facing in business, Stephanie insists there are significant opportunities for skilled salespeople to excel and for organizations to gain a competitive advantage by cultivating top talent.

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Vistage 

The Sales Doctor 

Mutual Mattering E-Book by Ingrid Maynard 

Dana Walton is an accomplished sales professional with a background in owning and managing gyms, and experience with major brands like Motorola. Currently a sales and marketing specialist at REI Super, Dana is known for her authentic approach and emphasis on adding value.

She discusses with host Ingrid Maynard the critical role of clear expectations in achieving success and how unclear goals can lead to extended setbacks. She emphasises the importance of sales discipline, preparation, and authenticity in overcoming negative perceptions associated with sales.

She highlights the significance of being a servant leader – one who is open, caring, and supportive – and stresses that effective leadership involves setting clear expectations and celebrating both successes and failures. Her advice is to remain authentic – staying true to oneself is crucial for building trust and achieving success in sales.

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The Sales Doctor 

Mutual Mattering E-Book by Ingrid Maynard 

Sales leaders are squeezed from both ends – by their teams who are struggling to achieve sales outcomes, and by senior leadership demanding results. Ingrid Maynard believes that with customers delaying buying decisions or becoming more selective, it’s tougher than ever to close deals.  

 Ingrid shares three key strategies to help sales leaders manage this pressure: transparency of activity, clear communication of progress, and sharing leading indicators. By educating senior leaders on market conditions, progress, and the efforts of sales teams, sales leaders can build trust, reduce misunderstandings, and foster support. Ingrid advises sales leaders to stay calm, be prepared, and maintain open communication with senior leadership to ensure recognition of their hard work in these demanding times. 

 MORE INFORMATION  

The Sales Doctor  

https://thesalesdr.com.au/  

 Mutual Mattering E-Book by Ingrid Maynard  

https://thesalesdr.com.au/mutual-mattering-e-book/  

While many businesses haven’t fully realised the impact of AI, its benefits are already proving valuable. That’s according to the colourful Graham Arrowsmith, Managing Director of Finely Fettled, and host of The Next 100 Days Podcast.

An advocate for AI and technology in business strategy, Graham discusses the power of tools like MetclabsAI, which aid in refining digital strategies, building efficient websites, and enhancing sales approaches. He emphasises the comparison between AI and historical technological advances, like the steam engine, indicating that while businesses may not fully grasp AI’s potential yet, its positive impact is undeniable.

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Finely Fettled
https://finelyfettled.co.uk/

The Next 100 Days Podcast
https://thenext100days.org/

The Sales Doctor
https://thesalesdr.com.au/

Mutual Mattering E-Book by Ingrid Maynard
https://thesalesdr.com.au/mutual-mattering-e-book/

The ability to communicate is one of the wonders of the business world. And storytelling is very much a key that. Andrew Griffiths is a storytelling maestro – he’s written 13 books, including ‘Someone has to be the most expense, why not make it you?’ He’s also a sought-after keynote speaker and mentor to business leaders.

He says that storytelling should be genuine and consistent across all platforms, reflecting your true self. Aligning personal purpose with organisational goals enhances storytelling impact, focusing on serving the audience rather than self-interest. Value perceptions, he says, can change over time, and so businesses need to adapt their value propositions to stay relevant.

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Andrew Griffiths
https://www.andrewgriffiths.com.au/

The Sales Doctor
https://thesalesdr.com.au/

Mutual Mattering E-Book by Ingrid Maynard
https://thesalesdr.com.au/mutual-mattering-e-book/