Social Value…

Two thought leaders led a session for our sales organization a while back - they described how to establish an image of high social value in the eye of a prospect even if a sales rep is inexperienced.  As it turns out, several of their stated "do's", I don't - LOL! 

We have many thought leaders these days.   Wikipedia (a thought leader aggregator) offers: 

Thought Leader can be recognized as an authority in a specific field and whose expertise is sought and often rewarded,… that can be an expert, a historical figure, or a 'wise person' with worldly impact. 

Truly, we’ve had thought leaders; trendsetters; pathfinders; profits; oracles; voodoo-doctors; sages; and soothsayers throughout the ages.  I wonder if we followers in the 21^st century have that same feeling about those thought leaders as the Romans did: 

It seems to me that no soothsayer should be able to look at another soothsayer without laughing. 

Cicero 

Lest you think I am trying to position myself as a thought leader, please don’t.  Some have referred to me as an expert but I would reluctantly agree to that moniker solely based on Niels Bohn’s definition: 

An expert is a man who has made all the mistakes which can be made in a very narrow field. 

Mostly, I like to poke fun at thought leaders such as the two that offered their views on how to gain high social value in the eyes of our clients and prospects.  Let the fun-poking continue! 

One of their tips was to not respond quickly to an incoming email or text.  They said making the client or prospect wait helps create the impression you are very busy which increases your social value.  (No, I couldn’t tell if they were laughing.)  As it turns out, this was not a new idea either. 

In 1976 I took a job with Dean Witter as an “Investment Banker” (aka a stockbroker; aka a securities peddler).  When our phone rang we were trained to let it ring 3 times before answering.  Then, we were trained to use this greeting, “Are you calling to place an order?”  If the caller was not calling to place an order we were instructed to say, “Please hold” and then wait 60 seconds before picking the call back up and engaging the caller with whatever the reason was they were calling us for in the first place. 

In 1976, it wasn’t referred to as “social value”.  It simply was designed as a disguise for a new broker who was mostly sitting around; prospecting all day long; trying to avoid starvation; when someone called in. 

I made that mistake and countless other mistakes over the years to earn Niels Bohn’s “expert” definition in my sales field.  For those of you more interested in “business value” vs. “social value”, permit me to offer a few more fruits from my many mistakes: 

• Never keep a client or prospect waiting.
• Always be prompt and prepared.
• Always follow through and follow-up, even if it is merely, “I’m still working on it.”
• Pay attention even if they are multi-tasking.
• Always speak clearly and avoid the use of jargon, acronyms, or techno-speak.
• Most importantly, always keep Lao-Tsu’s thought leadership foremost; 

To know that you do not know is the best 

I know the two presenters are successful consultants that my company paid to teach our salespeople social value techniques.  Maybe they’ve helped by steering our people in Niels Bohn’s direction. 

GAP 

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

Back in the day…

I was speaking with my friend and former boss of mine recently.  We go all the way, “back in the day” to 1979 – talk about a couple of dinosaurs LOL! 

I was sharing with him my observations of technology sales in 2021 (he, having retired in 2019).  We were comparing notes on how sales teams are managed these days; how sales reps view their careers; and related examples of our Covid-modified, Zoom-intensified, “modern day” sales environment. 

Now I know all things change and the phrase “In my day, we used to (fill in the blank)” has been overused for generations.  Even so, some of the things we accept as acceptable practices in the technology sales profession today certainly cause me pause, Ellen too: 

            All change is not growth, 

as all movement is not forward. 

Ellen Glasgow 

I know it would be absurd that a young technology seller today would accept a draw vs. commission compensation plan.  (Old technology sellers wouldn’t be any more enthralled with that either if we had a choice back in the day.)  Expecting sales reps to stand up on a Zoom call and state what they sold for the week; each and every week; throughout the year is stuff more for a Netflix movie than for technology sales team meetings in 2021. 

Stack ranking and publishing sales reports of actuals-to-quota, week-to-date; month-to-date; and year-to-date performance for every rep, every manager, and every leader all the way up to the top of the company organization chart is as foreign to companies today as sales contests being paid out in cash.  Back in the day I once ran a Susan B. Anthony sales contest with every rep qualifying for a payout in silver dollars based on their weekly percent of quota.  (I wonder how many young sellers today even know who Susan B. Anthony was and have ever seen a silver dollar.) 

Oh well, back in the day we were just as guilty of making our own mistakes, missteps, and mess-ups. 

Wolf's Law of History Lessons 

Those who don't study the past will repeat its errors. Those who do study it will find OTHER ways to err. 

Unknown Sage 

I must admit I do find today’s thinking about acceptable technology sales and sales management processes to be “unbelievable”.  That was a selling technique offered by legendary sales evangelist Tom Hopkins when faced with a situation where you’re asked about something you don’t like or agree with but you don’t want to offer a direct criticism or complaint for fear of offending someone. 

Was Long unbelievable? 

Long's Notes

·         Everything in excess!   To enjoy the flavor of life, take big bites.  Moderation is for monks.

·         Be wary of strong drink. It can make you shoot at tax collectors -- and miss.

·         Never try to out-stubborn a cat.

·         Anything free is worth what you pay for it.

·         "I came, I saw, SHE conquered." (The original Latin seems to have been garbled.) 

Thankfully, I get to witness today’s technology sellers up front.  I get to learn from them too.  I do try to limit my reminiscing during our encounters and I’m patient when I overhear one ask her colleague, “Is it bring your grandfather to work day?” LOL! 

Truthfully, the best part of my day these days is when one of my young protégés compliments me on the sales tools, tactics and techniques I’ve shown them. They think the old gay can still “hunt”. 

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 been?

Four years ago this coming Sunday, I was in an earthquake in Mexico City; a 7.1.  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 got 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. 

In fact, because of that 32^nd anniversary; commemorating that devastation; we actually had an emergency evacuation drill at 11am in 2017; about 2 hours before the real thing hit again! 

During the episode, I wasn’t afraid; but I was not brave either.  I was conscious of the fact we were 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 what seemed like a prolonged period of ferocious shaking; I could not keep my feet. 

Those much braver than I were calling out; directing us towards 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 that scene in movie The Matrix when the helicopter crash caused a ripple through the façade of a glass office tower. 

My overriding feeling today is one of disappointment.  So many had invested so much before the earthquake hit – and after.  Gustavo Moussalli, out 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 made all the arrangements.  The meeting rooms and set-up; AV equipment; food and beverage; Gerardo spared no expense to insure we would have everything we needed for his partners. 

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 would navigate 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.  But that was 2017; Mexico City; and an earthquake.  Today, it’s another crisis; another natural disaster; another conflict. 

We are all thankful for so many first responders and other heroes – named and unnamed.  May God bless them all. 

GAP 

Did you like this little ditty?  You might enjoy my past posts too: www.TheQuoteGuys.com

Dates never forgotten…

September 11, 2001 - we still remember.  What dates are never forgotten for you? 

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 were broadcast?  I always will.  In a flash our generation was tested on what we can endure during the worst of times. 

December 7, 1945 tested my parent’s generation; October 24-29, 1929 tested my grandparents’.  On a more personal level April 20, 1999 was the worst of times for my hometown. 

It’s amazing what we can accomplish during the best of times; and what we can endure during the worst of times.  The bad times help us appreciate and enjoy the good times.  Here’s how Ernest Hemingway phrased it: 

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

Our ability to gain strength from adversity should come as no surprise, though.  Our ancestry is made of up generations who were broken; endured; and then grew stronger. Is today’s adversity caused by gun violence and racial injustice comparable? 

For those who have not suffered a direct loss of loved ones from the tragic event we call covid, our hardships now come in the form of inconvenience and economics.  It’s more arduous today to keep up; travel is more difficult; the country has become splintered across ideologies. 

Things we once dreamed of seem further from our reach.  We have extended our resources close to the breaking point. 

But for America, that’s nothing new.  Our country has been on the brink; had parts broken; and healed back stronger for as long as we have been a country.  Was the suffering from the Revolution, the Civil War, the Viet Nam War, the Civil Rights Movement, or any other national, local, family, or personal crisis less hard? 

We are again facing threats to our way of life; and indeed many of our life’s ways need to change.  We are strong enough to do it because we come from generations of strength - families who struggled to make for this country, for their families, and for themselves the best of times.  Like past generations, Americans today will have to re-earn the better things in life.  Perhaps we must re-learn what those better things are first: 

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

Oscar Holmolka 

Saturday we will reflect on that never forgotten, life-changing event known as 9/11.  As impactful perhaps as  the day an American walked on the moon, or the night the USA Olympic hockey team won the gold medal to Al Michaels’ famous words, “Do you believe in miracles?”  Our Unknown Sage reminds us: 

The First Rule of Life: 

The best things in life aren't things.            

 America endured October 24^th, 1929; grew stronger after the December 7^th, 1941; my hometown stands firm following the April 20^th, 1999; we’ve overcome 9/11/2001.  Today, American must re-unite again following a pandemic whose outbreak date is a bit murky. 

And we will succeed 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.

PC or Mac (or iPad or Android, or…)?

OK, who stood in line recently to buy a new iPad?  Have you been in an argument about the advantages vs. disadvantages between owning the iPhone 11 now vs. waiting for the iPhone 12 with 5G to be perfected?  I’m not much of a gadget guy, unlike my wife, who is a total gadget girl. Referencing the advertising campaign – I’m a PC; she’s a Mac.  And don’t get me started with my 10 year old grandson! 

Isn’t it funny how we associate ourselves with the technology of the day? Reminds me of the story by Dan Danborn: 

I am a dot-com person, but my friend Steve, who works for a public television station, is a dot-org person.  He believes dot-org persons are more noble than dot-com persons because dot-com persons are in businesses where they try to make money, while his dot-org public television station has a more lofty goal than making money:  they would rather beg and whine for it.                   

Passionate about their technology, yes?  

And which of your gadgets are you passionate about?  Is it passion; or addiction???  Did anyone read the article a few years ago labeled “Crackberry”?  This included testimonials from businesspeople who literally lost sleep in order to respond to emails in the middle of the night.  Sound familiar anyone?  OK, I’ll raise my hand here too – not because I wake up at 4 a.m. to check emails, but I do admit that I carry my mobile devices with me everywhere.  You? 

So far we’ve just been touching on gadgets.  Add in applications and streaming?  Forget about it! 

“IOT” and the Internet; how did it come about that technology took over our lives?  Here’s one theory from Rick Levine: 

And along comes the Internet.  It was as if we'd ordered it from Arizona: “Hello, US Federal Government?  Yes, we'd like one totally open, high-speed, data backbone. Uh-huh, and charge that to the Department of Defense, why don’t you?  What's that?  What do we want if for?  Oh, just chatting about stuff.  You know, this and that."            

So as I add it up, in the past forty years I have moved from mainframe/character-based/green-bar-paper; through mini-computer/GUI/dot-matrix-printing; past Win-Tel/Internet-based/color-laser-printing; into mobile/social/video/paperless/Cloud computing.  I used to be able to leave my work at the office when I went home.  Now, I am one with my office (and may The Force be with you, too!).

It makes me wonder if the titans of the technology industry think about what they have created.  I wonder what gadgets they personally use (and how many they carry).  Do they have an army of administrative assistants to support their daily routine?  And if they do, isn’t that a manual approach to the modern world?  Would they chuckle about that?  

The gadgets they invented have us tripping over ourselves to acquire the latest and greatest upgrades; consuming untold numbers of hours using these devices; working harder and harder just to keep up; while they kick back in a private jet, on their way to meetings scheduled for them by executive assistants, with notes and follow-ups handled by a herd of staffers.  Does that still count as “high-tech”? 

All in the name of smaller-faster-mobile-social-ubiquitous-technology.  Here’s one philosophy from Steve Wozniak, Apple Co-Founder, and one of the titans who impacted our lives: 

            Never trust a computer you can’t throw out a window.

And that’s why I take out the insurance coverage on my smart phone. 

GAP 

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

Multiplier or diminisher?

That was the essence of a Franklin Covey webinar I attended.  The webinar featured Liz Wiseman, author of the business book Multipliers©.  I thought the discussion was fascinating.  You can find further information on Liz’ website (https://thewisemangroup.com/) 

Because Liz wrote a book, speaks professionally, and consults, she offered several examples of what managers do to multiply the intelligence, enthusiasm, and contribution of the people that report to them.  She also offered several examples of how managers can diminish said team contributions. 

As a collector of thought leadership from smart successful people like Liz, I would summarize my point of view on her presentation this way.  If you're a frontline manager or an "up line" leader, how fun are you to work for?  

I'm not asking if you're good at your role; I'm not asking if your team is exceeding expectations; I'm not even asking how meteoric your rise up your corporate ladder has been.  I’m simply asking if you are like Mary? 

That Mary is the Under-Vice President of Expectation Deflations for the western semi-region tells you nothing.  That Mary is wicked smart, totally frank, and a trip to work with tells you everything. 

Rick Levine 

Now I’m not an authority on what is and is not business fun.  I feel I know it when I see it because business fun is subjective.  I suppose business fun is generationally defined as well; perhaps it even varies by race, religion, gender, and other workplace diversity factors.  

Can you tell if your team is having "fun"? And if they (or you) are not having fun, do you think there is enough compensation in their (or your) compensation plan to keep them (or you) fully engaged?  To even retain them (or you) at their (or your) company in their (or your) current role? 

In my sales profession I have often professed that I'm in the profession to have some fun and make some money... in that order.  In my opinion companies can't pay top producers enough to expect them to stay in a job that sucks. 

What about you?  Do you just work for the money?  Or do you need... do you expect... do you demand to have some fun at work? 

If you demand to have some fun for all of the hours; effort; time away from family and friends you expend... how skilled is your manager at promoting a work environment that includes business fun?  I get it... for managers and leaders that’s a big ask – especially with today’s work-from-home realities.  (Actually, someone told me we don’t “work from home”; we now “live at work”.  But I digress LOL!) 

Yes, yes, we need to hit our number; exceed our goals; contribute to our company's success.  I know managers and leaders can be conscientious in sending emails and texts to their top performers.  MVPs and contest winners are continuously announced at our Zoom meetings.  But for the larger team, is that fun? 

Does your boss send you Starbucks gift cards with a handwritten Thank You note?  Does a Door Dash delivered lunch occasionally show up before your team meetings?  Does your boss simply say, “Take the rest of the day off with pay”?  Do you find such tokens of appreciation fun? 

I don't know what would be fun for other people at work.  But then again, other people don’t work for me.  What’s more important is whether their managers care about promoting business fun, true? 

GAP 

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

It really is OK…

At the Tokyo Olympics we witnessed many never-before-moments in athletic competition.  One – totally unexpected – was the trials and tribulations of Simone Biles. 

Here Simone was, perhaps the most decorated and accomplished gymnast in women’s gymnastics history in a situation where she couldn’t, wouldn’t or no longer wanted to compete.  It wasn’t caused by an injury; it was her mindset.  We also witnessed her overcome said mindset and return for one last event, the balance beam, and triumph with an Olympic Bronze Medal. 

Michael Phelps, Olympic color commentator and as highly decorated and successful Olympian in his own right (also noted for mental health issues) offered this quote accredited to Mahatma Gandhi: 

            It’s OK not to be OK. 

It’s been my observation and personal experience that at work it is rare for our managers to even be aware when we are in a dark place. I’m in one now, but my managers are oblivious.  As a manager or a leader, it takes caring and building a trusting relationships with your people to spot when they are not OK. 

Being the father of a son with mental health disabilities, this topic is near and dear to my heart.   30 years ago I was going through a personal hell.  I had to tell my VP (Tom McSweeney) that my teenage son was placed in a psychiatric hospital.  I was Tom’s biggest quota carrier.  If I missed my number it was likely his sales region would too.  Thankfully we had a great relationship; he cared and was a compassionate man. 

He told me to focus on my family and give whatever I could give to my sales role.  He steadfastly maintained that supportive posture while my wife and I drained every dollar we had, earned and saved, plus took on the maximum debt lenders would permit before finally giving up.  We had to make our son a ward of the state when we could no longer bear the crushing, financial burden.  Not much mental health insurance benefits offered by companies back then; not much offered today either; empathy not compassion. 

While we slowly went broke I gave what I could to my sales role.  It wasn’t my best; it wasn’t a gold medal.  But it was good enough to cover my quota (a bronze medal in the eyes on my company). I wasn’t OK, but Tom was OK with me not being OK even in the face of his own job risk.  He wasn’t empathetic; he was compassionate: 

Picture yourself walking along a mountainous trail.  You come across a person being crushed by a boulder on their chest.  The empathetic response would be to feel the same sense of crushing suffocation, thus rendering you helpless.  The compassionate response would be to recognize that that person in is pain and to do everything within your power to remove the boulder and alleviate their suffering.  Put another way, compassion is empathy plus action. 

The Dalai Lama 

Thankfully, we worked out of our crushing financial suffocation.  More importantly, we reunited with our son; regained custody; and maintain an active, loving relationship with him to this day.  Thankfully, I worked for a man back then who was compassionate. 

For those of you going through your own personal hell today, I pray you’re working for a manager who knows the difference between empathy and compassion.  More importantly, I hope your managers and leaders are not oblivious if you are not OK. 

GAP 

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