There’s a difference…

I attended a presentation by Dr. Troy Butler.  He is the Associate Dean of Research & Creative Activities at the Colorado University Denver School of Liberal Arts.  His topic involved the compatibility of artificial intelligence with a liberal arts education. 

I was surprised that Dr. Butler is also a Professor of Mathematics at CU Denver and a researcher in the field of uncertainty quantification, stochastic inverse problems, and computational probability (among other things).  According to ChatGPT, a stochastic inverse problem is: 

A kind of mathematical problem where you try to infer uncertain inputs of a model from observed outputs, while explicitly accounting for randomness or uncertainty. 

Any Star Trek fans? 

Dr. Butler focused on the mathematical/technological vs. the liberal arts – “learning how to learn” - side of the equation.  His sophistication describing how AI works reminded me of its beginnings in the business arena: 

Since Appian was first a famous Roman highway, you'd think this might be a clue to Xymos' new identity.  But the release says; 

“Appian was chosen for the name because it represents the ability to use leading edge technology and innovation, integrated into solutions that provide differentiation and competitive advantage.” 

Just what the Romans had in mind. 

Rick Levine 

I have a liberal arts degree and I’m a career sales professional in the business-to-business, technology field.  Even so, when it comes to the uncontrolled proliferation of AI, I find myself leaning towards the Luddites’ camp as described by Jaron Lanier in You Are Not a Gadget: A Manifesto ©.  

With that in mind, permit me to summarize my takeaways from Dr. Butler’s presentation: 

• AI (which I refer to as “the machines”) does not think the way we humans think.  It computes – the way we humans can’t compute.  There’s a difference.
• Human thinking involves perception, reasoning, imagination, and rational judgement.  The machines occasionally hallucinate. That’s about it.  There’s a difference.
• AI computes on “big data” (immense/immeasurable, really) with Large Language Models, probability, and “Machine Learning”.  That’s not how you and I do it.  There’s a difference.
• AI doesn’t have “feelings”.  It merely emulates via a statistical combination and sequencing of words in a sentence that has a high probability of sounding like feelings to we humans.  AI does not “discern”; it is not “a friend”.  It’s a machine.

 

There’s a difference. 

GAP 

When life gets tough we could get a helmet… or… we could leverage the peace and share the power of a positive perspective.

 

How’s your day?

Eight years ago today I was in an earthquake in Mexico City.  A big one, too.  7.1 on the Richter scale.  How do you work that into casual conversation? 

September 19, 2017 at 1:15 pm local time, a powerful earthquake shook the bejeezus out of my training class; our lunch break; my colleagues; and me!  Thankfully, no one in our group was hurt. 

Unfortunately, there were many in Mexico City and surrounding states that did get hurt; over 200 people killed; hundreds perhaps thousands injured.  According to The Guardian ©; 

It was the second major earthquake to hit Mexico in two weeks and came on the anniversary of the 1985 quake that devastated Mexico City, killing 5,000 people and destroying 10,000 homes. 

To commemorate that 32^nd anniversary the hotel actually ran an emergency evacuation drill at 11am; just 2 hours before the real thing hit again! 

During the episode, I was conscious of the fact I was experiencing an earthquake – on the 19^th floor of a hotel no less.  What started out feeling like a freight train passing by causing the table to vibrate, quickly erupted into a period of ferocious shaking.  It literally knocked me off my feet. 

Those much braver than I were calling out; directing us to crawl to the archway leading into the room.  Firmly they instructed us to move away from the windows; calmly, they reassured us that we will be alright.  I remember looking out the window and seeing the glass buildings across the plaza actually swaying.  It was surreal.  It reminded me of the scene in movie The Matrix where a helicopter crash caused the facade of a glass office tower to ripple. 

Ultimately, we took nineteen flights of stairs down and filed out onto the streets joining tens of thousands of others.

 So many had invested so much before the earthquake hit – and after.  Gustavo Moussalli, our Latin American Division Director and the executive sponsor for the class had made a huge commitment to his local partners; coordinating a 3-day enablement class to support their success. 

Gerardo Diez Martinez, our local Channel Manager arranged the meeting rooms and set-up; AV equipment; food and beverage.  Gerardo spared no expense to insure we had everything we needed. 

My colleague Susanna Lagtapon sacrificed time away from her daughter’s 13^th birthday; traveling instead to join us for the class.  Our colleague, Tony Caporal, with cooler head and bravery, prevailed following the earthquake.  He helped us retrieve our laptops and luggage.  (Even stopping at the lobby bar to grab a free beer on his way out of the hotel.) 

Our VP, Brian Enright, was our “home base”; coordinating flights out of town; hotel reservations; and anything else he could do to support us from afar. 

And especially Hector Garcia from our long-time partner NetSoft.  Hector insisted on personally driving us to the airport; would not hear of us taking a taxi or a bus.  He navigated us through the city streets on constant vigil for our safety.  Three hours to drive us 12 kilometers.  Three hours in the opposite direction from his own home and family – taking us in his care. 

As with all disasters, there were many heroes – named and unnamed.  We are all thankful for so many first responders and others.  May God bless them all. 

GAP 

When life gets tough we could get a helmet… or… we could leverage the peace and share the power of a positive perspective.

 

Dates never forgotten…

This week we remember September 11, 2001. 

In the novel, A Tale of Two Cities © is the contrast, “It was the best of times; it was the worst of times…” both occurring at the same time.  For many Americans, 9/11/2001 seems like a demarcation point between the best of times before that morning and the worst of times after.  That’s when terrorism literally collided into freedom.

Do you remember where you were when news and the images of the planes crashing into the World Trade Centers in New York City were broadcast?  I always will.  In a flash Americans were once again tested on what we can endure during the worst of times. 

Today, compared to calamities in other parts of the world, Americans’ issues don’t seem so immense.  Thankfully human resiliency is amazing: 

Life breaks us.  And when we heal, we’re stronger on the broken parts. 

                   Ernest Hemingway 

Yes, we are facing threats to our way of life; and indeed many of our life’s ways need to change.  We are strong enough to face these threats because we come from generations of strength - families who struggled to make for this country, for their loved ones, and for themselves the best of times.  Like past generations, Americans today will re-earn the better things in life.  We can start by remembering: 

To really enjoy the better things in life, one must first have experienced the things they are better than. 

Oscar Holmolka 

Our country has been near the breaking point and healed back stronger for as long as we have been a country.  December 7, 1945 tested my parent’s generation; October 29, 1929 tested my grandparents’.  On a more personal level April 20, 1999 was the worst of times in my town.  What other dates are never forgotten for you? 

Throughout all of it we are reminded: 

The First Rule of Life: 

The best things in life aren't things. 

              Unknown Sage             

America endured and grew stronger by overcoming those life-changing events known as 9/11; Black Tuesday; Pearl Harbor; Columbine; and others.  Today once again American must endeavor to endure; overcome; and re-unite. 

We will succeed, too… because we have never forgotten.                                 

GAP 

When life gets tough we could get a helmet… or… we could leverage the peace and share the power of a positive perspective.

 

“Modern” selling?

I retired from B2B selling in 2022.  It was the beginning of the end and the end of the beginning of how we were about to sell – online; virtually; I submit impersonally. 

Although lots been said and written about companies demanding employees return to the office, there is virtually no discussion about virtual selling.  I suspect many modern sellers believe they’re skilled with their online salesmanship.  I wonder.  Julie Hansen wrote in her book  Look My In The Eye ©: 

Take a bow if you rose to the challenge of connecting with your customers, partners, or teams when the 2020 pandemic hit… But… That initial bar was pretty low:

      Got a Zoom account?      Check

     Camera on?     Check

Find a spot where the family won't wander in half-naked?     Check

Initially, we were so delighted to have the ability to hear and see each other again that turning on our camera seemed sufficient...

In addition to the physical distance created by virtual communications, there is a gaping emotional divide that stretches between you and your customer, straining existing relationships and keeping new ones from getting past "you're on mute”. 

I sure hope modern sellers have moved past “you’re on mute”.  But what about setting clear expectations with the customer?  That’s hard enough to do face-to-face.  Add in the virtual aspect and… I wonder.  Jill Konrath in her book Selling to Big Companies ©: 

It doesn't matter what you say; what matters is what your customer hears.

 

Ironically, the solution to meet this challenge was developed literally last century.  50 years ago Phillip S. Wexler in his book, Non-Manipulative Selling © provided this, regardless of virtuality: 

Step A: Check the Trust Bond

Step B: Mutually outline tasks and responsibilities 

Verbally clarify and confirm what each of you - the sales person and the client - will do to make the solution work.  Follow this with a written agreement concerning who is to do what, by when, and how...  To avoid misunderstandings and loss of trust, be sure to specify and solidify the details of the mutually accepted agreement.  It is the sales person’s responsibility to do this - not the client's. 

When I was a practitioner, it was called the “JEP”.  A Joint Execution Plan (emphasis on the “joint” part).  It was my responsibility as a professional salesman to draft the JEP; review it with my customer; update it with the customer’s input; and then maintain it to fruition. 

I believe modern B2B selling is less about virtual meeting platforms; AI; or any other technological trinkets.  It’s about the customer.  It’s always been about the customer.  And in a virtual selling environment, setting accurate customer expectations then meeting those expectations is more challenging than ever.  Modern selling is more project management and less salesmanship. 

If you’re in the profession, try a JEP.  And if you don’t know how give me a call.  We’ll schedule a Zoom and I’ll show you. 

GAP 

When life gets tough we could get a helmet… or… we could leverage the peace and share the power of a positive perspective.

 

Competitive advantage…

There’s this guy…  he sold leading-edge, business applications; the most sophisticated in the world.  “MRP” (Manufacturing Resource Planning), “HRMS” (Human Resource Management Systems), “ERP” (Enterprise Resource Planning”) he sold the whole shebang.  This guy sold for great companies like ADP and Oracle/NetSuite. 

One would think this guy was a technology wizard.  It’s easy to imagine he had deep product knowledge coupled with extensive technology training, not to mention years of experience with complex implementations and professional services.  In actuality… he had little of those.

How did he win deals?  I happen to know this guy’s competitive success was based on 3, specific advantages. The first was a natural sense of curiosity.  Wikipedia might offer: 

            Curiosity killed the cat. 

Do you believe Wikipedia’s explanation, “…that being curious can sometimes lead to danger or misfortune.”?  Well, this salesperson believed just the opposite.  His customers appreciated that he followed Mahan Khalsa’s coaching instead: 

 Leave your product on the table and focus on the customer. 

His second competitive advantage was mastering the use of the most powerful sales word in the English language.  We’ve all used this word even though too many salespeople seem to overlook it.  Could it be they are too proud of their knowledge; education; or credentials? 

That powerful, simple, 3-letter word this salesman leveraged?  “Why?”  He asked his customers “Why?” intently.  They saw how hard he was really trying to understand their needs.  They often responded, “Gary, let me help you…”  and then disclosed what they were going to buy; why they would buy it; who they were evaluating; how much they were willing to spend; and how they would justify the investment.  It’s called “getting to the essence” and he knew the first sales rep that gets to the essence, wins. 

His 3^rd competitive advantage came from being a parent.  Many salespeople are parents so that’s nothing special.  I bet lots of people saw apples fall to the ground, too.  It was Newton who was the first to get to that essence, true?  As a parent he learned this selling skill: 

Salespeople should take lessons from their kids.  What does the word 'no' mean to a kid?  Almost nothing. 

                                                            Mike Weinberg

“No” doesn’t always mean “no”.  It often means “not yet”’ or “not that one”; or “not at that price”.  Getting past “No” was his third competitive advantage. 

Not one of his competitive advantages required superior product knowledge; technology expertise; an advanced degree; or any other attribute so many other salespeople are absorbed with.  His competitive advantage was simply being customer focused. 

What’s yours? 

                                                            GAP 

When life gets tough we could get a helmet… or… we could leverage the peace and share the power of a positive perspective.

 

Whadda ya expect?

We were enjoying an early dinner at a local restaurant recently (Takoda Tavern).  The owner came around to welcome us adding a nice, personal touch to our experience.  I told him I enjoyed his approach to setting customer expectations:

We’ve heard lots of cliches about expectations, true?  Perhaps the adage, “Under promise; over deliver” is most familiar.  I had my own experience with setting, or shall I say mis-setting, expectations my freshman year at college.  It actually started my senior year of high school.  One of my teammates, Gary Nottleman, thought it would be humorous if we wore jingle bells on our shoes during the Proviso West Holiday Tournament.  We exceeded expectations in that tournament and decided to wear bells for the rest of the season. 

Fast forward to the fall of that same year and my first day of basketball tryouts at Knox College.  By then, I had forgotten all about bells on my shoes.  I was so nervous that first day I didn’t pay attention to them when I took the floor.  Our coach Bill Foss, also an assistant coach on the football team, was a celebrated athlete himself.  Meeting him for the first time on that court I could tell Coach Foss had a tough-nosed, no nonsense approach.  That’s when I caught sight of him glancing at my shoes. 

Remaining expressionless, he went to the equipment locker and pulled out a linebacker blocking pad from the football gear.  He blew the whistle and we gathered around; he would run a rebounding drill and would obviously “make contact” as we went up for the ball.  Turning to look me straight in the eye he said, “You’re first”. 

That’s when I realized I had lowered the expectations-bar with those jingle bells.  Coach Foss was about to test my toughness.  As I stepped into position, I reached down and pulled a mouth-guard from my sock to protect my teeth.  I had actually knocked out my front tooth in the Proviso West tournament but played on.  Following the game, I had a false tooth installed and the dentist instructed me to wear a mouth-guard if I planned to continue playing ball. 

With mouth-guard in place, my new coach was surprised.  (It was an era before mouth-guards were common in basketball.)  He proceeded with his “full-contact” drill; I proved to be as the song said “tough enough”; and went on to collegiate success culminating with induction into the Knox Lombard Athletic Hall of Fame. 

Lowering the bar was one way to exceed expectations I suppose.  I did it myself, even if by accident.  But excellence is actually about raising the bar, true?  Here’s one example showing the power of setting high expectations: 

The Value of Publicity 

There are six peaks in Europe higher than the Matterhorn. 

Name One. 

Harry Beckwith 

Our meal at Takoda was delightful.  If you decide to visit, don’t let their sign set the wrong expectations. 

GAP 

When life gets tough we could get a helmet… or… we could leverage the peace and share the power of a positive perspective.