How and When to Effectively Leverage the Power of Guilt to Close a Sale

…or at least lunch!

Let’s face it, not all clients are easy to deal with. Some can be outright d!@$’s and sometimes as a salesperson that means you’ve got to play hard ball in order to close that deal.

Like most sales reps, I have had my fair share of moments where a client completely ticked me off, however it is definitely not always appropriate to react.

In sales, rejection is part of the game. We all need to deal with it and be able to handle it. By handling it, I mean brushing it off and persisting and hence why my motto is “Suck it up Princess!”

But what happens when your client or potential client abuses your working relationship or acts unprofessionally?

In extreme cases which I have previously discussed, it may be more appropriate to simply fire your client.

In other situations however, it may be more appropriate to bring the clients bad behavior to their attention and try to leverage that into a sale. Below are some examples from my personal experience where I did just that. They are in no particular order.

Problem Clients and How I Managed Them:

Problem Client #1: The “No Show”

My “Guilt Trip”: Call them and outright tell them that I don’t appreciate being stood up and that they owe me a good order, or at the very least that the next time that I’m in town, they can buy me a meal. 90% of the time, I got a really good order. The other 10% of the time I got a meal or at least a drink out of the ordeal.

Problem Client #2: The “I Want to Have My Cake and Eat it Too”. Not giving me the majority of their business after years of effort they asked me to pull strings to get them a good Christmas gift.

My “Guilt Trip”: “You’re making me look bad in front of my boss”, which I said with my boss present when we were delivering their Christmas gift. After that visit I acquired 80% of their business.

Problem Client #3: Returning My Product in My Competitors Packaging

My “Guilt Trip”: I mailed the box back to them and included an order form and a hand written note stating that it was rude of them to do that and I think they owe me one *wink* *wink*. They faxed in a really good order and ended up being a very loyal client.

Problem Client #4: The User Abuser: Exploited me for my knowledge but only ever bought one product from me.

My “Guilt Trip”: I barely had to say anything since he was fully aware of what he was doing and had a good idea that this was likely our last meeting. He looked at me and blurted out, “I’m an ass*^** aren’t I?”. I nodded my head in agreement and informed him that all of the free bits of information end here and now unless he starts to buy more products from me. It worked. That move got me over 90% of their business after that and they ended up being a very loyal client.

Problem Client #5: The Stuck-In-the Habit Excuse: Competitor programmed into speed dial.

My “Guilt Trip”: I told him that it was a lousy excuse and asked him to hand me his phone. I programmed my business number in the slot where my competitor was and moved my competitors phone number to a different slot. I did the same thing with his fax machine. 100% Effective. I acquired all of his business after that.

In reading my examples of when I thought it was appropriate to guilt trip a client and try to leverage that into a sale, I hope that you understand that this is by no means common practice. These client behaviors and my subsequent responses are rare and I would never suggest using guilt as a primary means to close your average deal. These situations are highly specific and apply when a qualified buyer has done something to blatantly disregard and waste your time and/or disrespect you. As I mentioned previously, rejection is integral to the sales process and by no means should you be putting a guilt trip on every potential client who refuses your product or service.

When you are a sales rep, your time is valuable too, so if you encounter someone who is blatantly wasting your time, perhaps you should move on or call them on it.

In the meantime, happy sales my friends and I hope you don’t encounter too many difficult clients.

Cheers,

TSW

My Top 10 Airline Travel Fails

Travelling isn’t easy. Even if you are a frequent traveller like myself, it is almost inevitable that at some point you will experience some sort of hiccup along the way. It may be a delayed, a cancelled flight or something else totally ridiculous entirely.

Below is a list of my top “fails” when travelling by air.

10. First Time “Priority” Status, Last One to Board Plane

The first time I was granted priority status, I was so excited. I would get on the plane first and relax knowing I wouldn’t have to struggle to find overhead space for my carry-on baggage, however that isn’t what happened at all. I was flying to Toronto from Orlando and what I clearly didn’t consider the fact was that EVERYONE BUT ME was travelling with small children and at that time the airline’s policy was that individuals with disabilities and families with small children under the age of 6 board first. So, being the only solo traveller, I ended up being last to board the plane.

9. Dropping Documents While Approaching Customs

As I was approaching the customs kiosk, I was fumbling with my documents trying to put my boarding pass and declaration sheet into the photo page of my passport when I dropped it all. “Apparently” this makes you look suspicious and will pretty much guarantee you will end up in secondary screening. I obviously never did anything wrong besides accidentally drop my documents but from then on, whenever I have completed my customs declaration on the plane, I make sure to have everything organized together in my purse so that I don’t have to fumble with my documents last minute.

8. Driving the Wrong Way to Return my Rental Car

It was 4:30 or 5am and I was trying to return my rental car to the airport. I missed the entrance to the rental car return area and drove into the next driveway which was barricaded and there was no exit other than to turn around and drive the wrong way. So, I did just that. In order to get back to the main ring road I had to drive the wrong way and hope no other idiot like myself was making that very same mistake and would drive into me. Fortunately, there was not another car in sight the entire time. Pfewf!

7. “Buzzing” Carry-on Baggage

Upon removing my liquids and gels from my carry-on baggage and placing it on the conveyor belt for X-Ray scanning at airport security, the TSA agents all gathered around the X-ray machine. I passed through the metal detector and they all gathered around my bag and asked me if it was mine. When I saw it, I immediately knew what was drawing all of the attention- my bag was vibrating! And no, it’s not what you think! I had packed an electric toothbrush and it had accidentally been turned on as I put my bag on the conveyor belt. Once they opened my bag, they all got a good laugh. I think some of them were disappointed that it wasn’t something else. Ever since then, I just pack a regular manual toothbrush!

6. Suitcase Goes on Wrong Plane

While I was sitting at my gate, I was watching the baggage being loaded onto the plane at the neighboring gate and I noticed, that one of those bags was MY bag! I had a very unique bag so it was surely not to be confused with another and this plane was most definitely not my plane. I ran up to the gate agent for that flight and alerted her immediately. She initially assured me that it was fine but apparently second guessing herself, she made a call down to the baggage handlers and discovered that the wrong bags were in fact being loaded onto that plane! Fortunately, the ground crew was able to remove them in time and everyone on my flight all got their bags.

5. Broken Suitcase

Naturally, just as I approach the baggage drop kiosk, the handle on my suitcase refuses to go down. Talk about last minute stress! Since it is not possible to check a bag if the handle is locked in the open position, I had to get out of line and since I didn’t have the time to buy a new suitcase and figure out if all of my things would fit, I opted to take everything out of my suitcase, tear it apart and was able to locate the part that was jammed. Using a toothpick, I was able to temporarily fix the jam and lock the handle in the closed position so that the bag could be checked. Throughout my trip, I didn’t mess with the handle but rather waited until I got home to purchase a new suitcase. Dragging a 55lb suitcase with no handle in addition to a large briefcase and purse is no simple task!

**4. Time for a “Quick” Cigarette Between Connections?**

When I was in DEN and had a 2-hour stop-over and I figured that this was more than sufficient time to go outside to have a cigarette, come back in through security and get to my gate but I was wrong! What I didn’t realize was that the ONLY way in and out of that airport is through a single entrance and that there are no exits in the individual terminals or concourses. It didn’t take me very long to exit the building, maybe 20 minutes or so but when I got back I realized there was ONLY ONE SECURITY CHECKPOINT for the entire airport and it was PACKED! I had my NEXUS pass but at that time the US airports only acknowledged that for international travel and I was travelling domestically. Luckily, one of the agents let me into that line and I just made the last call to board my flight.

3.Leaving Valuables on the Plane

I hate to admit that I have done this not once but twice and both times I forgot my items in the seat pocket in in front of me. The first time was my driver’s license. I had it tucked into my boarding pass and as I was getting seated, I placed it in the seat pocket in front of me and simply forgot about it. It wasn’t until a month later when I got carded that I realized I had misplaced it. The second time I forgot my iPad on the plane. I was travelling for almost 24 hours and same thing, placed it in the seat pocket in front of me, fell asleep and forgot about it when deplaning.

2. Broken Shoe

Rushing to make my connection, my sandal decided that it was the best time to fall apart and I mean fall apart in pieces (worse than in this photo-all the straps broke at the same time) . That day luck was on my side as I happened to have an extra pair of sandals in my carry-on so at least I didn’t have to run through the airport barefoot!

1. Asleep at the Gate

I have never done this but a friend of mine did and I think this deserves the #1 spot. He fell asleep at the gate while listening to his headphones and well, needless to say, he missed his flight. Ooops! The same thing happened other day when I was flying home when I couldn’t help but notice that the passenger behind me was asleep at the gate snoring like a madman and would not budge. Take this as a warning folks, save the nap for when you’re ON the plane and if you can’t do that, be sure to set an alarm on your phone to wake you up at the boarding time indicated on your boarding pass.

To date, these are my top airline travel blunders and I’m sure there will be many, many more to come. I would love to hear your stories, so please comment and share!

Happy travels my friends.

Cheers,

TSW

Tips for Women Travelling Solo

This past Tuesday was International Women’s Day. Originally called International Working Women’s Day, this date was designated to celebrate and respect women for their achievements in economics, politics and social status.

In spite of women achieving near equality with our male counterparts here in North America, women must still exercise a significantly greater degree of caution when travelling alone.

Regardless of whether you are travelling for business or for pleasure, as a woman there are many precautions that you should take in order to ensure your personal safety throughout your journey. Even though a certain locale may seem safe, as a precaution women should always have their guard up and be aware of their surroundings.

Some General Precautions for Women Travelling Solo:

Keep an eye on your belongings and NEVER leave them unattended. Leaving your belongings unattended not only puts you at risk for theft, but may make you a target for drug smuggling if you are travelling in a foreign country. For example, even if you left your baggage with a hotel concierge, be sure to rip your bag apart and inspect it thoroughly because you never know if someone could have put any sort of illegal substances in your bag. If you fail to do this and unknowingly bring illegal substances with you through an international border, customs will not sympathize with you as you are personally responsible for all of your belongings. Ignorance is not an acceptable excuse.

Be aware of other people who may be staring at you and/or your belongings for prolonged periods of time. For example, if you are sitting in a restaurant and every time you glance over at a particular person, they are staring at you then I would strongly suggest that you move along to another safe highly public place. If returning to your hotel room, approach the front desk and bring it to their attention and have someone from the hotel escort you to your room if necessary. Excessive gawking is not a compliment.

Be wary of other travellers who express too much interest in your itinerary. It is one thing for fellow travellers to exchange basic information about where each other are going (generally speaking) and what kind of work you do, but if someone starts asking you details about your accommodations such as your hotel, room number or other highly specific information that should otherwise have no relevance to them, do not provide such details. End the conversation and be on your way.

Only use transportation provided and approved by the airport and/or hotel or rent a car from a recognized company.

There are many individuals who may be operating these vehicles illegally which can put you at risk of a variety of dangers ranging from being overcharged to risking physical harm in extreme cases.

Do NOT listen to music using your headphones when walking, jogging or sitting in public places. Without your sense of hearing, you will be extremely vulnerable to attack or theft because you won’t even hear someone approach you.

NEVER leave your drink or food unattended. It is now quite common for women to be drugged not only in their drink but also in their food. If you have to go to the washroom, take all of your belongings with you and finish your food and drink before you go. You can always order a refreshment upon your return to the table.

Beware of “Female Friendly Networks” and “Meet-ups” aimed towards female solo travellers. I recently became aware of a website which claims to be a networking site for solo female travellers. It recommends “Female Friendly Hotels” and offers an online network of female travellers which you can join and meet up with in your travels. This is HIGHLY DANGEROUS! I don’t even have an account but I can go on this website and see which women by first and last name are travelling to specific cities on specific dates and very likely using one of the “Female Friendly Hotels” suggested on this website. If I was a predator, this website makes it all to easy to target women travelling alone and not only that, women who are travelling alone and who are LONELY enough to reach out to strangers on the internet and clearly don’t have anyone else to meet up with at their destination. All it takes is going on this website, making a few phone calls to ask if the traveller is registered at any of those hotels during the dates they specified and boom! Might as well wear a target sign on your backs ladies!

Always make sure at least one person knows where you are and check-in with others regularly. I’m not saying report your every move, but rather be sure to have someone whether it is a supervisor or a friend that you will communicate with at least once per day however briefly. This way, if anything were to happen to you, at least someone would know.

To some, my list may seem paranoid but as far as I am concerned, it’s always better to be safe than sorry. It is still possible to have a great time when travelling solo and to always have your wits about you and be aware of your surroundings. If you travel often, these behaviors will all become second nature.

So, travel safe my friends and have fun!

Cheers,

TSW

To Email, to Call or to Text: That is the Question

Are you sending emails to schedule simple phone calls? If so, you are wasting your time!

Do you often email your customers or prospects in order to set up a time to have a phone conversation? Have you sat down and calculated the efficiency of this approach?

I find myself increasingly frustrated with the number of people who instead of picking up the phone, will send an email to schedule a time for something that would be a very quick conversation. This commonly results in several back and forth email messages with alternate times and then ultimately one party may cease to respond. Days if not entire weeks may pass and to no avail. All of this could have been avoided by simply picking up the phone and having a 1-2 minute phone conversation or the message could be relayed in the form of a text message.

Why Email is Ineffective?

A study conducted by the Radicati Group in 2015, illustrated that the average business user sends and receives an average of 122 emails per day, a number that is expected to increase to 126 messages by the end of 2019. As no surprise, the average email only has a 20% open rate and a shockingly low response rate of only 6%. This means that for every 100 emails you send, only 20% (20 emails) are being opened and of those 20 emails, only 6% (1 email) are being replied to. That works out to 1 email reply for every 100 emails sent, so essentially a response rate of 1.2%.

Alternatives: Phone Call or Text Message?

According to a study by eWeek, 80% of people are currently using texting for business however, studies have shown that only 25–31% of people prefer text messages to phone calls.

The most preferred business activities conducted by text messaging according to the Harris Poll are:

Checking order status (38%)
Scheduling or changing appointments (32%)
Make or confirm reservations (31%)

It must be noted that all of the above imply that there is an existing or soon to be existing business relationship.

In the sales process, texting can lead to conversion gains in excess of 100% however texting a prospect prior to establishing contact with them can not only adversely effect contact and conversion rates, it may also be illegal depending on the state or province you reside in.

That being said, how do you know when the most effective means of communication is to call, text or send an email?

When to Send a Text Message:

You have an existing relationship with your client
Your client has directly provided you with their cell phone number
Your message is brief, uncomplicated and only requires 1 or 2 basic single-sentence responses (i.e. setting up, changing or confirming a meeting time, following up on an order, etc)

When to Make a Phone Call:

You do not have an existing relationship with a prospect
The prospect or client did not give you their cell phone number directly. If you received their cell phone number from a 3^rd party, they likely have no idea who you are so call them and speak with them first. If you simply do not have their cell phone number, call their office number.
The subject matter you would like to discuss is more involved than and exchange of 1 or 2 sentences

When to Send an Email:

You have had a conversation on the phone or via text message and the recipient has requested additional information and/or details in the form of an email. Although the response rate for email is still low, if the prospect or client has requested it and knows to look out for your email, your response rate will increase. Sending unsolicited email is illegal in Canada and can result in fines of up to $1M for individuals and up to $10M for corporations.

In this day and age, it is all too easy to hide behind a computer screen. As a result we, are all constantly bombarding each other with online messages and emails and in my opinion, they have simply lost their effectiveness as a communication tool.

So let the take home message be, don’t be afraid to pick up the phone and make a call. Since most people don’t do that anymore period, that act alone will make you stand out among your competition. We are all human beings and require some sort of true human interaction and relationships whether they are personal or business in nature, require that interaction in order to grow and flourish.

Happy sales my friends and the next time you’re tempted to hide behind your computer screen and send an email, remember that there is only a 1% chance it will even be replied to, so suck it up Princess and pick up that phone!

Cheers,

TSW

Single this Valentine’s Day? Give this Ultimate Gift to Yourself

Love Yourself and Give Yourself the Gift of a Solo Vacation this Valentine’s Day!

Most of us have become somewhat complacent and dependent on other people for companionship, acceptance, validation or cling to others simply out of a fear of loneliness among a multitude of other possible reasons. As such, very few people are truly independent. Unfortunately in our society, those who have the strength and courage to be truly independent are socially stigmatized, especially on lovely Hallmark holidays such as Valentine’s Day.

For this reason, most people find the thought of being alone, never-mind travelling alone on vacation completely and utterly daunting.

I bring this up because the most common objection to solo travel that I hear is that people don’t want to be alone. But why?

Nobody to talk to? Afraid of getting lost in one’s own thoughts? Fear of being in a dangerous situation and unable to help oneself?

The fact of the matter is that in this day and age, people don’t even really TALK to each other anymore. I mean, everyone just texts or instant messages and nobody actually picks up the phone and actually calls each other anymore. Last week my younger brother stayed at my place and when my phone rang, he handed it to me and said, “Wow, your friends actually call you?”.

Heck, these days even if you sit in a coffee shop alone and aren’t scrolling through your smart phone or reading a book people will look at you like you’re a psychopath.

What I’m trying to get at here, is that although we are so “connected to everyone” we are not truly physically or directly interacting with people in person. This type of communication (texting, IM, emails, social media even real phone calls! etc. ) can all be done while abroad and while travelling solo. So what is everyone so afraid of?

I digress. Now that that’s out of the way, lets explore how taking a solo vacation can benefit you and why it is the best gift you can give yourself!

5 Reasons Why Everyone Should take a Solo Vacation at Least Once in Their Lifetime:

1. You Will Make New Friends

When travelling alone, you will have to interact with others whether you like it or not. Some interactions may be brief and superficial however you will very likely meet other travellers that you otherwise never would have met or engaged with if you were in the company of your travel companion(s). Chances are you will also meet other solo travellers and if you meet someone you like, make plans to do something together even if it’s just to sit at a beach for a day, share a taxi or grab a coffee. Don’t be afraid to reach out.

2. Your Self-Confidence Will Improve as You Get Out of Your Comfort Zone

Without anyone to depend on but yourself, you have no choice but to take care of all of the planning and preparation for your trip. If you find this potentially daunting, all you have to do is write out a list of your plans and everything you need for your trip and cross them off as you’ve completed each component of your itinerary. Upon returning from your adventure, you will not only be proud of yourself for all of the organization you put into the trip but also all of the amazing experiences you had as a result. It was all you! This will no doubt boost your self-confidence immensely.

3. You will become more introspective and in-tune with your surroundings

Without the distraction of another person, you may notice and think of things you otherwise never would have noticed which can enrich your thought process and enlighten you as a human being.

4. You Get to do Exactly What You Want When You Want.

You are in complete control of your vacation from start to finish. You can plan your itinerary just as quickly as you can ditch it and devise a new plan and not have to worry about upsetting anyone else. Want to sleep in? Do it and have nothing to feel guilty about as after all, it’s your vacation. Want to wake up early the next day and go for a run or a head start on a road trip? No problem, just go! Tired and want to go home? Go home! Hungry? Well, go get something to eat, whatever YOU are in the mood for and take as long as YOU like.

5. You Create your Budget and Control it.

When travelling alone, you spend what you want to spend and not get guilt tripped into paying to do some expensive excursion that you never wanted to do in the first place.

As you can see, there are a multitude of benefits to taking a solo vacation but there are some potential setbacks. For example, if you are embarking on an all-inclusive vacation, most resorts have a singles surcharge which can be as high as $1000 or more. Even worse, some resorts such as Sandals, ban single travellers all together as though singles are some outcasts in society (But don’t take it personally because these same resorts also ban gay couples so why anyone in their right mind would support such a bigoted organization is beyond me!). Furthermore, if you are travelling solo, you must exert extra caution to ensure your personal safety especially if you are female.

Prior to booking and shorty before you leave for your trip regardless of where in the world it may be, be sure to check out your country’s government travel advisory page. If the region or the country you will be visiting becomes subject to a travel advisory, your travel health insurance or your trip cancellation insurance may be affected.

So what are you waiting for? Suck it up Princess, and go book yourself your dream solo vacation! You’ll be so proud you had that experience and have memories you will never forget!

Bon voyage!

TSW

Damage Control in Business: A VW Scandal Update

VW Says “We’re Sorry” With Gift Package Valued at Over $1000.

Business is part of life, and with that comes ups and downs. At the end of the day, we are all human beings and by nature, imperfect and make mistakes. In business, a simple mistake or poor decision can affect hundreds, thousands or potentially millions of people. Minimizing damage control can be an extremely difficult undertaking, especially if you or your company was unable to proactively prevent the transmission of and correct the mistake or poor decision to employees, clients or even worse, the media.

A perfect example of this is the VW Recall, later known as the “VW Scandal”. The former CEO of VW Martin Winterkorn, had approved the decision to install software on over 480,000 “clean” diesel vehicles in the US between 2009-2015. This software only activated the cars’ pollution controls during emissions testing (while on a hoist) which prompted a world-wide recall of nearly 11 million vehicles. This was obviously a fraudulent means to pass the rigorous EPA standards in the US and will end up costing VW up to $18 billion.

Unfortunately for the sales force at VW, they had no idea this was happening behind the scenes until they literally heard it on the news before they came in to work that day. For the full story of the immediate impact on the sales force, read my interview with Aaron Hansen, Sales Manager at Cambridge Volkswagen, “How Poor CEO Decisions Impact Sales Reps: The VW Recall”.

So now, 4 months later in an attempt to say “We are sorry”, VW has provided all affected TDI owners such as myself with a compensation package. This includes a $500 credit at a VW dealership, a $500 MasterCard gift cart and 3 years of free road side assistance. Furthermore, the recall on my vehicle will be fixed at no charge or inconvenience to me.

As a loyal VW owner, I think this more than compensates for any wrong doings on their part. As I have mentioned previously, I never bought my car so that I could drink water out of my tail pipe. I bought my Passat TDI for comfort, safety and fuel economy among other reasons.

Do I accept VW’s apology?

I most certainly do. And I must say, the timing couldn’t be better, being just after Christmas and before Valentine’s day.

Will I remain a loyal VW/Audi customer?

Absolutely.

Overall, although VW should have given their sales force a head’s up about all the negative press they were going to receive in the media and prepare them with how to handle customer inquiries and complaints, they made up for it after the fact.

In speaking with the reps at my local VW dealership, sales are back to normal.

Just goes to show that regardless of the severity of the “damage” a business succumbs to or has brought onto themselves, it is possible to recover with the implementation an aggressive damage control program.

If your business is in a similar situation, you should consult a PR expert and ideally one who specializes in your field of work.

Micromanagement of Sales Representatives: Has it Gone Too Far?

Micromanagement is the elephant in the room and it is destroying the salesperson-client relationship.

In this day and age, we rely on technology for almost all of our daily activities. We are easily traceable and accessible to almost anyone, anytime thanks to the electronic devices that supposedly make our lives so much easier. This can be seen as a huge advantage to an employer who wants to keep tabs on their employees, however in my opinion, Big Brother has gone too far.

Not very long ago, a typical salesman would have one “office day” where they used their home or office phone (since there were no cell phones) to schedule their calls for the week. They would use paper files to keep notes and tabs on their customers and upon their return to the office they would place those orders for their clients. Sales reports were generated as long paper printouts and filed. If a salesman didn’t meet his quota, he would simply be out of work. That was the only form of accountability. Simple and effective.

Now, not only do salespeople have to meet their quota, be available from the moment they wake up until they go to sleep, but their every step can be now monitored by their employers.

I once met a sales representative who had been working for the same pharmaceutical company for over 10 years who informed me that her company had installed a GPS tracking device on her vehicle. She told me that one day she had some time in-between appointments (3 hours to be precise) and had parked her car to do work on her computer. Over an hour into her “break”, she received a call from head office asking her why she was stationary for so long and not calling on nearby clients. They proceeded to advise her of whom she should call on in her downtime before her next appointment. Can you say creepy? And to the benefit of the rep, I am certain that she was catching up on paperwork that needed to be done and I don’t see anything wrong with that. In my opinion, time can be better spent tackling your to-do list compared to wasting time cold calling on a client with whom you have minimal potential to do business with.

Think that is bad? Well some companies have gone to the next level which I learned in a recent visit to my family doctor. He informed me that several of the pharmaceutical sales reps who call on his office are now provided with iPads that trace their locations throughout the day which are saved and uploaded to company cloud. Furthermore, the sales reps must acquire the doctors electronic signature on their iPad to prove that they physically met with the doctor!

I don’t’ know about you reading this but if I was a doctor, I would be quite put off by that. I mean, doesn’t it seem like a ex-con checking in with his/her probation officer? I think forcing that into a sales call takes away any genuine connection or relationship between the sales rep and the doctor. All is it says to the doctor is, “I have to be here whether I like it or not. Please buy and sign here or I will get into trouble.”

How does this help the doctor, the patient or any client for that matter? Nevermind the fact that It also puts extreme stress on the sales rep and to what avail? Why even bother sending a sales rep? Might as well just send and email or a fax!

And it doesn’t end there. Some companies have even gone as far as requiring access to their employees’ social media accounts such as Facebook and LinkedIn and guess what? It’s completely legal.

Micromanagement as far as it has come, discourages the creation of value-based selling to the client. If a company wants to treat their reps like robots so they can keep tabs on them at all times and only allow them to say scripted messages, why not just replace your reps with a team of robots?

In terms of what is to come in the future, I am certain that cameras in company vehicles will be the next “thing”. Just over 1 year ago, Hertz installed cameras and microphones in their “NeverLost” GPS systems and now police officers will be forced to wear body cameras, so why not watch your sales reps as they drive between calls?

Why not listen to all of their sales calls as well so you can interrupt them and provide them with feedback on where they need to improve?

So to all the companies out there who are spending so much time monitoring their sales representatives, why not just hire capable sales people and have faith in them to do what they do best?

How many employees are required to monitor an entire sales force? At what pay grade? For what result? Really.

Sure one could argue that if a sales rep is doing a great job, they shouldn’t be concerned about being monitored but as I mentioned previously, if the client is aware that their rep is being monitored in their meeting, this will damage the rep-client relationship and take away value from the message the rep is supposed to relay to the client. It is an elephant in the room and it is ruining the sales rep-client relationship.

So my friends, keep selling and well, you just never know who might be watching you. Or perhaps you do?

If you are in a situation where you are being monitored by an employer, I would love to hear your story and how you feel it impacts your work performance and client relations.

Cheers,

TSW

6 Common Barriers to Sales Success

Is there a brick wall impeding your path to sales success?

Most sales people experience some sort of struggle achieving targets at some point in their careers. In many cases, this can be due to the company’s lack of proper management, support, or setting their reps up for failure by creating unrealistic targets however that is not always the case. All too often, underachieving sales representatives may point the finger at their superiors as the reason for their failure and simply because it is easier to blame someone else than it is to accept one’s own weaknesses and take the steps necessary to improve.

Last month, I wrote about “5 Sure-fire Ways to Lose Your Best Sales Reps” which focused on common mistakes that companies make when managing their sales reps which typically cost them their best employees. Today, I will be focusing on the other end of the spectrum and outlining some of the most common problems that salespeople face which can impede their performance.

Some common barriers to sales performance include:

1. Fear of rejection and Lack of Confidence (inability to execute):

This is THE #1 obstacle that all sales people must overcome. In sales, you are confronted with the possibility of rejection more than almost any other profession and it takes many shapes and forms. For instance, one may fear that in spite of their efforts, clients may simply ignore their calls and emails, say “no” when asked for the order or just tell them to buzz off entirely. It’s easy to get bogged down by such negative results, but in sales, you have to pick up your head and move along to the next prospective client. So, as I always told myself, “Suck it up princess” Move on and pick up that phone or get back to pounding the pavement and keep in mind that as the common saying goes, “The greatest barrier to success is the fear of failure.”.

The best thing you can do, is take the correct course of action. The next best thing you can do, is to take the incorrect course of action. The worst thing you can do is nothing at all.

2. Difficulty prospecting and qualifying leads:

So many sales people say, “Get me in front of the client and I will close!” but how does one get this opportunity of they do not prospect properly or effectively and fill their pipeline with qualified leads? That’s right, it doesn’t happen. In order to find new prospects, the easiest and most effective means is to obtain referrals from your existing client base. In the event that you have already exploited your existing network for new business referral, you will have to stick your neck out there and find new business and start cold calling. Yup, that’s right, I said cold calling, the biggest source of fear for sales reps fearing rejection. I suppose that is why so many self-proclaimed sales experts who hide behind a computer all day are claiming that cold calling is dead. In my opinion, those people are just too chicken s%^& to pick up the phone and cold call! For tips on how to cold call with tact, read my post on “The Do’s and Don’ts of Cold Calling”. Once you have filled your pipeline full of new prospects, you must learn how to qualify those leads in order to ensure you are most effectively utilizing your time and resources. For some tips on how to qualify leads, be sure to read “How to Qualify Leads and Not Get Lead Astray”.

3. Ineffective Communication:

In sales, it is absolutely essential to listen to your client more so than it is to pitch them your product or idea. You must understand your client’s business, their needs, wants and their language. If you spend your entire sales call talking AT your client, you will never get the sale. A two-way dialogue is essential to close a deal. In addition, if you bombard your client with corporate jargon or industry buzzwords that only your company knows, you will never be able to communicate value to your client. You might as well be speaking another language.

4. Disorganization & Inefficient Work Process:

Time is money and money is time. Mismanage that and it will be detrimental to your success. Each day, sales people are bombarded with multiple emails, phone calls, meetings, follow-up requests, reports and if these tasks are not organized and prioritized in some fashion, most of those tasks will never be completed correctly or at all. I obviously can’t summarize this massive topic in one paragraph but in summary, in spite of how amazing your memory may be, be sure to always make a “to-do list” and block off areas in your calendar to complete all of your tasks even if that means seeing one less client each day or having a dedicated office day.

5. Too Much or too Little Information:

Some companies provide their sales representatives with far too much information and literature without any focus provided by management. I once worked for a company that had hundreds if not thousands of products. My entire trunk was full of literature. There was a general focus, but even that limited it to a few hundred products. Sure there was always something to sell, but it was overwhelming. I eventually just picked a handful of products that I focused on exclusively. On the other hand, some companies provide close to zero information to their reps. This can be dangerous for the company because who knows what the rep will end up saying to their prospective clients?

6. Unhealthy lifestyle:

Surprised to see this make the list? You shouldn’t be. Most sales reps are on the road for the majority of the day which makes it very difficult to find time to eat healthy and exercise. Over time, these poor health choices will affect one’s physical and mental well being which will ultimately cost you in your personal and professional life. For tips on how to improve your lifestyle en route, be sure to read my posts on How to Eat Healthy on the Road and How to Keep Fit on the Road.

Hopefully in reading this, if you are in sales, you are not impacted by any of these barriers to any significant extent. If you are struggling and confronted with potential job loss, it may be time to hire a sales coach. Contact me and learn how I can help you improve your sales game!

Happy sales!

Cheers,

TSW

The Parallels Between Divorce and Job Termination

Most adults have experienced one if not both of these extremely stressful, life-changing events. This past Monday, the first Monday of the New Year has recently been coined “Divorce Day”, since it is historically the day when the greatest number of divorces are filed each year. With that in mind, I found it most suitable to start the New Year with this somewhat dismal topic.

Ever heard of the term “work wife” or “work husband” ? If you have worked in an office environment within the last decade, most surely you have!

If you have been working for a particular employer for many years and are debating on moving on, it is actually quite more similar to the divorce process than you may think. Just as I have outlined the Parallels Between the Dating and Sales Processes, the divorce and job termination processes have just as much in common.

The average person spends more time at work then they do at home with their significant other, so there lies no mystery therein why terms such as “work wife” and “work husband” were coined and embraced. Although those labels do not infer any sort of sexual relationship, it must be noted that a close working relationship with a superior (or inferior) can still be an intimate relationship even though it does not involve sexual activity. As such, when those relationships begin to fall apart to a point that is beyond repair, regardless of whether the relationship is romantic or one of a platonic nature with a close colleague or superior, the separation process is remarkably similar as follows:

Stages of Divorce and Career Termination:

1. Dissatisfaction and Deliberation of Change

Could the grass really be greener on the other side? Once the relationship enters into a phase where at least one of the individuals is not content and their issues are seemingly unable to be resolved, one if not both individuals may begin to seek alternative arrangements.

In a romantic relationship, the most dissatisfied party may begin to consider alternative mates or imagine life on their own. They may open an online dating profile and begin to scope out prospective mates (not necessarily even replying to messages they have received) or begin to search for new housing accommodations and envision their new independence.

In the working environment, the disgruntled employee may begin to brush up their resume, consider applying for other jobs, contemplate starting their own business and/or begin networking with other companies to jump-start their job search to see if there are better opportunities.

Similarly, the disgruntled employer may begin networking to seek out potential alternative candidates to replace the employee.

2. Enough is Enough

Eventually the time may come where a partner in a relationship, an employee or employer may decide that they have simply had enough with the relationship/working agreement as it currently exists and that the time has come for it to end. For whatever reason, it wasn’t working and there is no resolution except to decide to terminate the relationship. BUT, in this day and age, that never comes without a price which leads us to stage #3.

3. The Legal Consult

Whether you are contemplating divorcing your significant other, suing your employer or are an employer who needs to know their rights and obligations before terminating an employee, you must seek legal advice. This is an evil (and costly) necessity in any of these situations in order to ensure that you don’t end up getting the short end of the stick at the end of the process that you have already committed to proceeding with (or maybe not?).

4. Giving Notice: Filing for Divorce or Severance

There is no escaping paperwork! Regardless of whether you are intent on notifying your significant other of the end of your marriage or the end of a working relationship in the case of an employee or employer, this intent must be submitted in writing to the other party.

5. Arbitration

This is where things get messy. In a divorce, this can take years and tens of thousands of dollars to resolve. Similarly, if an employer or employee cannot come to an agreement about the severance of the employee’s agreement, it may end up in the hands of a lawyer or labor board and both parties may incur significant legal fees in addition to time in court.

6. Settlement

Following (hopefully not) extensive deliberation with a lawyer, partners, employees and employers will eventually come to a settlement agreement. In the case of a divorce, this may involve alimony, child support and the dissolution of any other assets. In the case of an employer/employee relationship, the settlement can involve termination pay (if the employee is fired) or severance ( if the employee is fired and the employer has 50 employees or more). In either case, a unique settlement can be agreed upon by both parties.

7. The Aftermath and Moving On

So you got divorced, quit your job or fired your employee, now what? Hopefully you thought about this when you were at Stage 1: Dissatisfaction and Deliberation of Disloyalty, otherwise sorry to say but you’re kind of F@%$’d.

In reading this, before you engage in any of these steps, be sure to make sure that you are completely and utterly prepared to deal with the “aftermath” and consider all of the potential outcomes carefully.

Nobody ever plans on getting divorced, getting fired, forced to quit their job or fire a long-term employee, but the reality is that it’s a fact of life and it happens to all of us. We must always be prepared for these “hiccups” in life but in reality, none of us ever are.

If you are currently in the middle of either of these messes, keep your head up, be strong and persist because the grass will be greener on your side if you grow it and nurture it yourself.

Cheers,

TSW

Unusual Reason You Can Be Denied Boarding a Flight

It is with great sadness that one of my loved ones was unable to make it back home to Canada for Christmas.

Why was he unable to?

Because he was denied boarding.

Why was he denied boarding?

Not because the flight was overbooked.

Not because the flight was cancelled.

Not because he didn’t have a seat.

Not because he was drunk and unruly.

Not because he was on the no-fly list or any other obvious reason.

He was denied because his passport was damaged.

Most of us take good care of our important documents but we are only human and it is so easy to have an accident and damage those documents. Unfortunately most of us don’t even realize what small “damage” to a passport can cause you to be denied boarding a flight and hence the reason I am writing this post. The worst part is, in Canada if you have to replace a damaged passport, you must complete a comprehensive general application and will not be able to simply renew it and this process can take weeks if not longer.

According to the Canadian Passport Office a passport is considered damaged if it:

impedes the identification of the holder;
appears to have been altered or falsified; or
could potentially cause problems or has been denied by an airline or at a point of entry due to perceived damage.

Examples of damage to a passport:

has been exposed to water or humidity
has a tear in one or more pages
contains unauthorized markings
the information and/or photo have been altered or made less identifiable
pages have been removed or torn out
the cover and inside pages have come apart
has been chewed by a child or pet
other forms of damage that are not listed here

A few years ago when I was in Grenada, I was almost denied boarding a flight back to Toronto because of my passport photo.

The officer looked at my passport then looked at me and asked, “Where is your beauty mark?”

I told him I didn’t have one to which he replied, “You have a beauty mark in your passport photo. Come with me please.”

Wow! Was I ever sweating!! My heart sank right into my stomach because I had no idea what he was talking about.

I was taken into an interrogation room for a more detailed search of my belongings and asked many questions.

Fortunately they let me have a look at my passport so I could see what they were talking about…

As it turned out when I was entering Grenada, the officer stamping my passport accidentally put pen marks on my passport photo page AND on my face in my photo! Fortunately, the pen mark was in blue, there were multiple other pen marks on the page and I had several other pieces of photo ID so they let me pass.

I was sure to renew my passport well in advance of my next trip because I didn’t want to risk getting stuck anywhere again over something so silly.

There are a multitude of reasons that a traveller may be refused boarding or entry/exit into a country but don’t be one of those people. Be sure to add “check the condition of your passport “ to your pre-travel checklist and do this well in advance of travelling. If you are unsure about the condition of your passport, visit a local passport office or contact your airline.

Safe travels my friends. I hope you all have a wonderful Holiday Season without hiccups such as these.

Cheers,

TSW