When did “I’M SORRY”…become a leadership trait?

 

 

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When did “I’M SORRY”…become a leadership trait?

 

 

I don’t know about you but I’m sick and tired of hearing CEO’s who by the way are pulling in gazillion dollar salaries give the good ole boy/aw shucks “I’m sorry” excuse. Last week Roger Goodell apologizes profusely of his bungling and incompetent leadership as commissioner of the NFL, but still collects a paycheck that will pay lifetimes. Countless Presidents, Senators, Entertainers have cried “I’m Sorry” only after getting caught or exposed as incompetent and its led me to believe the quote “I’m Sorry” as the new leadership trait. Years ago it was seen as weak/feckless to admit one’s “Sorryness”, and in many cases you were ostracized and never to be heard from again. Then someone (probably an overpaid “PR Expert”) came up with the thought that showing more humility and transparency will elicit compassion and sympathy from the observer…..if manipulated just right. I’ve argued at length that there needs to be more “Humility” portrayed by our so-called “leaders” and I’m not wavering from that opinion, however, along with everyone else I’ve been duped by the con artists who have used “Humility” as a strategic manipulating tool. We’ve now become too accepting of the “I’m Sorry” excuse when most of us in similar situations would be tossed out on our ear. Using Roger Goodell as the most recent example, I’m not sure I agree with most in throwing him out of office I do however think the room for job failure has drastically shrunk. In corporate America they call it “PIP” (Performance Improvement Plan), the last stage before terminating someone’s employment and perhaps placing Goodell on that tightrope should be the corrective action. Now, I absolutely understand the argument and have raised it earlier regarding the gazillion dollar salaries these folks command and because of that they should pay the severest consequences….but will that prevent future “Sorryness”?

NO ONE IS PERFECT……..

That is a correct statement and has to be treated as fact, but at what point do we NOT accept that as an excuse? Does your job matter? Do you have to make a certain salary? Does you ethnicity matter? (yes, that has to be thrown in). It’s a good question at determining how much rope we should provide someone who missed a blown call in the Super Bowl, or, the CEO who’s made the worst decision in sports history. Believe me I’m not that smart that I have the answer, I can say however that “Competencies” should matter. We ALL should question those placed in positions of significant leadership their developed “Competencies”, when YOU interview for a high level position aren’t you measured from the same abilities? Examining one’s true competencies I’ll admit is complex because it’s not always based on someone’s experience or specified skills…..especially when faced with an unexpected “CRISIS”. I have seen shockingly how some people handle a “CRISIS” superbly and not have a lick of experience or learned competency in their past versus those that supposedly have fail miserably at handling “CRISIS”. So, I’m not sure if there’s a “CRISIS APTITUDE GENE” (haha!!) that exists I’ll leave that up to the “Eggheads” to figure out, but certainly some have more ability in that space than others.

The important point here is we have to be careful that the “STANDARDS OF EXCELLENCE” not be lowered for our “Leaders” and importantly for ourselves. There’s absolutely nothing wrong with admitting you’re “Sorry” and there’s a sense of admiration that comes with that “Humility”, but, when used in a manipulating and strategic manner that’s when our tolerance should run thin.

 

When did “I’M SORRY”…become a leadership trait?

 

 

Check out my presentation on “ACCOUNTABLE”/”PERSONAL” LEADERSHIP: http://www.slideshare.net/aharrell2000/l-33287676

 

Andre’ Harrell

AH2 & Beyond Consulting

http://www.ah2andbeyond.com

 

 

“CRISIS”…..a future measurement of INTELLIGENCE!

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“CRISIS”…..a future measurement of INTELLIGENCE!

 

“Crisis”: a time when a difficult or important decision must be made.

 

Well, here we go with another “Crisis” situation not being handled properly and exhibited for all of us to critique. With the recent shocking video we’ve all seen with the NFL player “KOing” his then fiancée in an elevator, and of course we must not forget the photo-op presence of the military style police officers in Ferguson Missouri……what do they both have in common? “Crisis” run amuck.

Like everyone I’ve been horrified with the recent few months of chaos that’s taken place in our country, and while the “Visual” hasn’t been pleasant to view I can’t help but think “Does anyone handle crisis well”? Police departments all over the country are equipping themselves with “body cameras” in response to the situation that occurred in Ferguson Missouri, the NFL is putting in policies that address domestic violence…..both reactive measures that do not address “CRISIS” . I am beyond my tipping point on how supposed “Leadership” are handling “Crisis” these days, and it just appears to me that there’s a dearth of incompetency out there in very expansive and critical roles. The reality is “Life Happens” and the unexpected comes with little preparation from us, and maybe that’s what makes life interesting and exciting…..but there’s a cost that comes with that. You see, when “Crisis” sneaks up on all of us at some point it’s how we handle it that dictates its outcome (you noticed I didn’t say successful or poor outcome). “Crisis”, I’ve learned has a few definitions like the one illustrated at the top of this post that relates to “decisions” but there are different forms of “Crisis”, and like “Beauty” we all have our opinions on what good looks like handling a “Crisis”. When it comes to “decisions” with regards to addressing a “Crisis” it becomes a little sticky because everyone transforms themselves into outside pundits on how a decision from a “Crisis” should be made. Take for example the most recent “Crisis” facing the NFL and their seemingly indifference to domestic abuse and their players. Just a few months ago Roger Goodell (NFL Commissioner) was lauded as the most successful commissioner in all of sports (at least by its team owners) and with the series of events that have just occurred now everyone wants him fired…..WHY? “Crisis Incompetency”. Mr. Goodell apparently made some bad decisions addressing the “domestic knockout” in an Atlantic City hotel elevator, and from those decisions started a hurricane “Crisis” which has exposed his “Crisis Incompetency”. How someone can go from “King of the Mountain” to “Goat” is not necessarily surprising to me because I’ve said on many occasions “Crisis Handling” will be the future’s new “INTELLIGENCE”. Our so-called “Leaders will be measured and paid on their ability (track record) to handle “Crisis”, I will go a step further and say companies will make hiring decisions based on someone’s ability to handle a “Crisis”.

In a previous post I provided some basic points on how to handle a “Crisis” situation, nothing I’ve learned from “B-School” but just from shear “Failure” and learning from those failures that have made a huge difference in my leadership capabilities and LIFE:

Dealing with crisis at any level takes a well-trained competent person and if you are going to be in a leadership capacity then your competency has to be at a higher level. Here are specific steps one can take when in the midst of a crisis, they are highlighted below:

    • Don’t overreact even if the situation is severe our worst decisions on conflicts happen when the mind doesn’t have time to unscramble…seems simple but many do not heed.
    • What does the “Vision/Credo” tell you? I’m amazed at how many decisions are made on issues without the inclusion of the company’s vision or credo…why do you have a vision or credo if you don’t let it lead your way.
    • Determine what’s best for the “PEOPLE” then the business, and many decisions are made on emotion which is part of our human DNA, however separating emotion from practicality/common sense can lead to the best available plan towards the crisis.
    • REPEAT: Place people first! Your business decisions have to be in the best interest of your people or the people.

 

“CRISIS”…..a future measurement of INTELLIGENCE!

 

Andre’ Harrell

AH2 & Beyond Consulting

http://www.ah2andbeyond.com  

 

 

It’s “ENERGY”…..!

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It’s “ENERGY”…..!

 

I GOT IT!!!

I’ve solved life’s key answer to success and sustained happiness…..“ENERGY”!

Okay, I’m ready to go on tour, sell a lot of books and become extremely famous because I have the golden secret to prosperity. YES, I’ll market and sell my “Energy” to YOU and you’ll absolutely LOVE ME, and will want to absorb my “Energy”. Before you buy it however, let me clarify I’m not referring to the “ENERGY” I obtain after running a 5K or throwing around weights in the gym, NO, I’m talking about my “Chakra” or “Air” that makes up me. You’ve heard the saying “When he/she walked into the room, they lit it up”, that has nothing to do with looks or for that matter exterior appearance it has a lot to do with the “Energy” they bring in. There are classic examples of where people have had assumptions about others and after meeting them kicked themselves based on those preconceived assumptions. Here’s one, you’re interviewing someone for a position and on paper they’re okay but not a differentiator however after talking with them the “Energy” they expound during the interview almost overpowers their CV and you find yourself hiring them because they’re so magnetic. I can go on but I think you get the point, how we channel consciously this “Energy” we all have can make huge difference in each of our lives.  We throw out words like “Passion”, “Inspiration”, and “Motivation”….believe me these behaviors take a whole lot of “Energy” (haha!!!). None of us (at least the sane) wake up EVERY MORNING with passion, inspiration or motivation; however, we ALL wake up with some type of “Energy” whether it’s positive or negative. The interesting thing is whatever “Energy” we’re given off at that moment…someone else is absorbing it. The next time the cable company tells you the cable guy is scheduled to come out to your house between 1 & 3pm and they don’t show up, I guarantee you once you pick up the phone to call the cable company the customer service rep is going to channel your “Energy” before you say “HELLO” (I’m expressing my negative “Energy” because that’s happening to me right now!!).

In the sales & marketing profession I believe a great deal of someone’s success is depended upon a level of “Energy”. Sure, there’s “Training” and “Competency Development” that provides someone the tools to be successful in sales and marketing but they’re “Tools”, the pull-through/execution of these tools is “Energy”. I’ve trained, lead, and coached in both sales & marketing and those who really separated themselves from the crowd had this “Energy” that was unmatched. Being a bit bias I enjoyed being around team members who exuded this positive “Energy”, I found them to be the most productive and engaging force on my teams. Just for the record, I have no scientific evidence that shows people with positive “Energy” are the most productive/engaging people….in my personal experience that’s been the case. I can say in the marketing profession it’s ALL “Energy”, and if you don’t believe me the next time you’re watching a TV commercial checkout how the volume goes up….that’s not just to get your attention. “Energy” from people, nature etc not only captures your attention it keeps it and that’s why as I mentioned earlier it can be so magnetic. I’ve always preached and continue to YELL that it’s not the sales cliché’ or specific marketing message that appeals to people, it’s the “Energy” behind the message that creates “Customer Value”. Companies like APPLE & STARBUCKS create “Energy” and they funnel that “Energy” to selected customers…..its sales & marketing “Centers of Excellence”.  

The beauty about “Energy” is you can control it, manipulate it, showcase it, and it doesn’t cost anything……yet it can make a HUGE difference in your life!

 

It’s “ENERGY”…..!

 

Andre’ Harrell

AH2 & Beyond Consulting

http://www.ah2andbeyond.com

 

COACHES WANTED…..sales “MANAGERS” need not apply!

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COACHES WANTED…..sales “MANAGERS” need not apply!

What #1 quality do you look for in your sales managers? When looking for a sales leader to head your sales team….are you inquisitive of their “Coaching Skills”?

To be honest with you I’m not positively sure I have the BEST answer for either question; I can say however these 2 questions are probably the reasons why you’re behind sales forecast going into the 2nd half of the year. In all my years in the sales & marketing profession identifying whether or not someone has effective coaching skills is about as inexact science as there is, and yet ALL of us in the sales & marketing business think that we have the skill down pat. There is not a shortage of consultants, vendors, sales companies out there that claim they have the secret to “Effective” coaching skills (including yours truly), but the question is do these secrets apply to EVERYONE? You see, without putting on my Dr. Phil garb and going “Psychoanalytic”, the aspect of “Coaching” really boils down to the ability to connect with the next person. There are well over a million books on “Emotional Intelligence” and just stating that I’m sure some of you are rolling your eyes in agreement….or screaming out loud “NO DON’T TALK ABOUT EMOTIONAL INTELLIGENCE”. Don’t worry or click off this post I’m not headed down that crazy road, however, there is credence to how you relate and get the most out of the people who report to you. I often get feedback from sales managers who complain that they wish they could have more time to “Coach” their sales people, but because of other dire priorities or logistics they don’t have that option. Today’s sales manager quite frankly is a “MANAGER”, they manage admin, internal corporate issues, HR issues, vacancies, recruitment and I can keep going but I think you get the picture. The heading of this post “COACHES WANTED….sales MANAGERS need not apply” is really a reflection of my frustration on the role of a “Sales Manager”. As a sales manager quite some years ago I remember being totally inspired about the possibilities of sincerely helping to make my team better at what they do, it was the reason why I worked my a** off as a salesperson to get to that level of responsibility. After about a year or so into the job (after the honeymoon was over) I begin to understand why so many people not necessarily warned me but give me the ole “You sure you want to be a sales manager” chagrin. Most of my time and I MEAN MOST OF MY TIME was administrative, and certainly I would be dishonest and insincerely unrealistic to imply administrative work shouldn’t be a part of a sales manager’s job…..I’m just saying it should be a PART of the job. The time I did spend with each of my sales people seemed rushed, one-sided instructional because of the lack of time for any dialogue, and yes “INEFFECTIVE”. Look, companies today are streamlining their business and employees, the days of having a person for this and that is coming to an end. Companies are looking for that all “Inclusive Person” one who has many different skills because it’s manageable and cost efficient. The problem with that model is that it really doesn’t have the actual “employee development benefit” in mind, instead it’s nose to the grind stone production line mentality. In the current business climate quite frankly no one has time to stop and really “Coach” someone up and that goes for any business outside sales & marketing.

One of the most alarming things I see occurring in today’s sales leadership universe is this lack of really knowing “What’s Important”, and this is NOT to slight or disrespect any sales managers reading this post because I fell into this trap as a sales manager….it’s a direct result of becoming blind to the understanding that your people are the predictors of YOUR success. My favorite author and “Distant Mentor” Ferdinand F. Fournies explains this more candidly (Coaching for Improved Work Performance http://www.amazon.com/Coaching-Improved-Performance-Revised-Edition/dp/0071352937):

IS IT WORTH YOUR TIME?

“Frequently managers become aggravated over, and get involved in, so-called discipline discussions about isolated incidents that are of little importance to the job or company. Why would a manager discipline an employee who has been late for work once in six months, or who has submitted one sloppy report out of a hundred, or who has made any error for the first time? When I asked managers why they pounce on a single occurrence of unsatisfactory performance (usually administrative) their response is, “I don’t want them to get any bad habits,” or “I want them to know that I know they did it”, or “If you give them an inch, they will take a mile.”

The above is a perfect example of how we’re maturating “Managers” versus “Coaches” who lead, teach, develop, hold accountable….and get the MOST out of their people. I’m sending out the 1st want ads for those of you looking for “COACHES”: COACHES WANTED…..sales “MANAGERS” need not apply!

COACHES WANTED…..sales “MANAGERS” need not apply!

Hey, were in the process of launching our NEW “INSTANT SALES COACH”and are looking for sales managers to test its Functionality & Effectiveness in the field. If you’re interested in being our subject matter expert (a nice REWARD is included), please contact me at: andre.harrell@ah2andbeyond.com or aharrell2000@comcast.net you can also check out the “INSTANT SALES COACH”by going to our website: http://ah2andbeyond.com/instant-sales-coach/

Thanks for visiting my post!

 

Andre’ Harrell

http://www.ah2andbeyond.com

“MY SALES TEAM SUCKS…but I love them”!

 

Your sales team is like your “children”……they drive you up the wall….but they are your team. You’re defensive when someone speaks ill of your team, however, it is what is…they are terrible sales people.

How many of you out there lead a sales team can relate to the above statement? I bet a lot of you.

Being on ALL sides of the coin as a sales leader I understand the “Affection”….and the “Delusion”. Currently, one of my most challenging times as an entrepreneur is the “Cognitive Dissonance” I face almost on a daily basis convincing sales leaders of all industries that they need HELP if they find themselves in the above predicament. The reality is that most VP of Sales, Sales Directors, and leaders of sales teams obtain their positions due to their former excellence as an individual sales contributor, so there’s a ton of pride and yes “EGO” when it comes to their personal development. I say this coming from personal experience as a VP of Sales, you absolutely could NOT tell me anything about the finer points of leading a sales team and if you approached me about my competencies as a sales leader….we had problems. I understand the “Cognitive Dissonance” and the pride that goes into the role of a sales leader, however, if your team consistently underperforms and it’s clear to you that improvement is necessary why wouldn’t you ask for help? One of the things that just unnerve me is the sales leader that blames the team’s poor performance totally on the team and doesn’t hold him/her accountable. The below passage comes from my “Bible” for coaching, I encourage you to go pick this book up: “Coaching for Improved Work Performance” (http://www.amazon.com/Coaching-Improved-Performance-Revised-Edition/dp/0071352937)

“When asked what was the weakest part of their appraisal program, most companies answered, the face-to-face meeting between the manager and the employee. Companies frankly admitted that if the appraisal interview was conducted at all it was usually quite ineffective. Individual managers admitted they felt ineffective in handling these face-to-face meetings, especially if the purpose was to solve performance problems. In many instances they admitted that the situation seemed to be worse after the discussion than before it. The strange fact was that most of the companies recognizing managers’ failure in the face-to-face coaching process did not provide training in how to do it or the managers’ refused help.

Now, you understand why I pull my hair out to the point of looking like a “chia pet”. Look, again I understand the “Cognitive Dissonance” because I’ve been there I was one of the managers illustrated in the above passage, but, at some point I found it unacceptable to constantly state “MY SALES TEAM SUCKS…but I love them”!During this time of year is when “PANIC” starts to set in, summer vacations are coming to an end, and as a sales leader you’re receiving mid-term sales forecasts from corporate which show sales are 50% below forecast….“OH SH*T”. The immediate reaction is to find out who’s at fault, who hasn’t done their job, the reps stink and can’t sell, the sales manager is incompetent, and the finger pointing begins (Oh yes, I’ve been there too..). I’ve learned over the many years in sales & marketing leadership that the “PANIC” days come each year as a matter of fact they usually come around the August timeframe so my thinking I’m sure is landing with some of you. As a sales leader your #1 job is to drive sales from the beginning of the year to the end and the turbulence that happens in between (e.g. the sales peaks and troughs) is your responsibility to manage and importantly “COACH” your people up.

If you are like me the quip (“MY SALES TEAM SUCKS…but I love them”!) should piss you off and if it doesn’t it’ll surely piss off the folks at the home office, and they just might think….you suck.

 

“MY SALES TEAM SUCKS…but I love them”!

 

 

Also check out my workshop on “Field Sales Coaching”, contact me if you’d like to have this workshop rolled out to your organization (andre.harrell@ah2andbeyond.com) : http://www.slideshare.net/aharrell2000/field-conference-report-workshop-presentation4

 

Thank you so much!

Andre’ Harrell

 

 

 

“My OPINION doesn’t MATTER”!

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“My OPINION doesn’t MATTER”!

 

Have you seen the FED-Ex commercial called “Stolen Idea”. Well, it’s in a meeting setting and an employee comes up with a sensational idea about cutting shipping costs, the idea lands like a leaded balloon, there’s a pause in the room, the CEO speaks up and repeats the exact same idea and receives an applause……employee steamrolled (http://youtu.be/zNCrMEOqHpc).

We’ve all been there and I should stress the point it doesn’t matter what level you’re at in a corporation (including CEO), there will be a time when you feel like DAMN IT….“My OPINION doesn’t MATTER”! I along with probably many of you use to think that the higher you move up in a corporation the more “Presence” your opinion has and that’s not necessarily true. There are 2 words I’d like for you to remember as I’ll be sprinkling them in throughout this post and they are: “ENERGY” & “SUBSTANCE”.

The implication of the FED-Ex commercial is that if you’re in an inferior position your opinion/voice doesn’t matter and in this case stolen by someone with higher stature. The business world is not that far removed from “Life” in that we often see where corporations will often communicate that EVERYONE in the organization has a voice…but it’s never demonstrated through action. My last client after a National Sales Meeting implemented this “Idea Capture” template which allowed attendees to share their thoughts/opinions on how to “Connect”, “Communicate”, “Collaborate” better, a few months later decided to shut down a significant  piece of their commercial business and laid people off….your voice can go “bye” bye”. An apprehension that many people have at voicing their opinion is how it’s going to come across, I’ve actually witnessed people sweating almost profusely in meetings struggling to convey their thoughts….very uncomfortable witnessing. The norm would be to say that there are just some people who lack “confidence” and “self-assuredness”, and to that I would say “yeah, maybe”. I’m not cancelling out the fact that “confidence” is a critical behavior but I’ve seen “confident” people fail at getting their point across or voice heard….I think it’s more than that. This brings me to my favorite 2 words, “ENERGY” & “SUBSTANCE”.  The definition of “ENERGY”: “The strength and vitality required for sustained physical or mental activity”, have you ever met someone who epitomizes that definition? True story, I was invited about a month or so ago to a potential client meeting fully prepared and psyched to meet with the executive board of this company. They were looking to revamp their business model and make a huge left turn into a totally different market channel (e.g. analogous to moving from Medical Devices to Over the Counter Consumer Products); the decision would be a mammoth organizational change. I remember at the table was the CEO, CFO, COO, VP Sales & Marketing, and Executive Assistant, I kid you NOT the most “Engaging”, “Energetic, and I dare say “Competent” person at the table was the…..Executive Assistant. I can’t place my finger on it but to say she just had “ENERGY”, if you didn’t have the titles of the participants beforehand you would have thought she was the CEO. She captured your attention with authority but not arrogance, with great pace but not hurriedly, it was Standards of Excellence on how to get your opinion/voice heard….pure “ENERGY”. The definition of “SUBSTANCE”: “The real physical matter of which a person or thing consists and which has a tangible, solid presence”, sounds eerily similar to “ENERGY” but in physical form. It’s not by happen stance that I chose these two words because they both play off each other in a beautiful synergistic way, without “ENERGY” there’s no “SUBSTANCE”, without “SUBSTANCE” there’s no “ENERGY”. Unfortunately, we live in a world where “HOW” something is said is much more significant then what is said, and we discount someone’s opinion/voice because of their positional stature or stupid stereotype placed on them.  The story about the “Executive Assistant” while nice as it sounded, how many “Executive Assistants” out there would have kept their mouth shut during the entire meeting? I bet many.

“My OPINION doesn’t MATTER” is a devastating psychic thought that ALL of us have shared and some of you still share, however, know that each one of you were blessed with “ENERGY” & “SUBSTANCE” and how you utilize the two will be the difference in making this world a better place.    

 

“My OPINION doesn’t MATTER”!

 

Checkout my presentation/workshop on “All Eyes on You” (Public Speaking-Teaching the Power of “ENERGY” & “SUBSTANCE”)

http://www.slideshare.net/aharrell2000/public-speaking-workshop-presentation1

 

Andre’ Harrell

AH2 & Beyond Consulting

 

THE “ADD” PRINCIPLES TO SUCCESSFUL SALES STRATEGY PLANNING

THE “ADD” PRINCIPLES TO SUCCESSFUL SALES STRATEGY PLANNING

CommercialExcellenceSalesPlanexample-

 

 

There are 3 buckets to review when devising a plan to drive business: ACCELERATE GROWTH, DEVELOP PEOPLE, DRIVE EFFICIENCY. AH2 & Beyond Consulting can help you develop a sales plan that's guaranteed to drive sales!

Contact us: www.ah2andbeyond.com or andre.harrell@ah2andbeyond.com

 

Please take a look at the below "Commercial Sales Strategy Example"

Thank you!

THE “ADD” PRINCIPLES TO SUCCESSFUL SALES STRATEGY PLANNING

Why you don’t deserve “Good Customer Service”!

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Why you don’t deserve “Good Customer Service”!

Let me just say first, the future’s biggest INNOVATION will be….“Great Customer Service”! I’m not sure if that will be in the way of robots or human beings but the next “APPLE” will have a customer service infrastructure unmatched.

Okay, getting back to the premise of this post most of us have heard the infamous “Comcast Cable Audio Recording” where the customer in good faith and respect is requesting a cancellation of their subscription and the customer service representative on the other side of the phone is NOT having it. Now, at first blush hearing this you’re thinking what an obnoxious jerk this customer service rep is for not having at least the decency to respect the caller and cancel the subscription….but on the other hand I’m not sure the caller handled the situation that great either. As we ALL know there are varying types of people (that’s what makes us all exceptional!), the “direct”, the “amiable”, the “analytical”, and my favorite (tongue in cheek) the “passive aggressive”. In any given situation whether it’s hostile or friendly most of us can adjust and summon the behavior that fits that particular situation, in the comcast cable audio customer versus customer service rep “pay per view bout” while I thought the customer service rep could have been more professional, the customer could have been more direct and not so passive aggressive. As with most communication it’s how you say something versus always what you say and I just felt the customer could have done a better job getting the attention of the customer service rep in a more firm/between the eye balls way while still remaining professionalism. As salespeople we’re taught to not give in so easily and if you think the customer service rep from comcast cable wasn’t trained to do that than well…you just learned something. I can remember like it was yesterday working in big pharma I was calling on an account with a proposal in hand this was going to be a win of epic proportions, and I actually had good rapport with the account.  After some haggling back and forth on some particulars the account ‘s supervisor ended with a “I’d like to think about it some more”, I spent at least 4 months on this account and I needed to wrap up this business before mid-term so guess what I decided to do? Yep, become more aggressive. The account supervisor who I thought highly of didn’t waiver his professionalism looked me square in the eye with a stare that sometimes wakes me in the middle of the night and said “I need to think about it some more”.  It was a direct pointed look that had NO ambiguity, and I knew at that point to back off and live to fight another day. Now, even though that was an in person interaction and not over the phone you can still have that same firmness when conveying your position, and I felt the customer could have done that with the comcast cable customer service rep.  

The title: Why you don’t deserve “Good Customer Service”! is really implying that true customer service works both ways. If it’s possible to merge together customer service & merchant service to make one name then I think you have an innovation where ALL parties involved would deserve “Good Customer Service”…and NOT just the person walking through the store front door. No question EVERYONE deserves and should expect respect, customer service or no customer service that should be an expectation…again among both parties. As a society we’ve gotten to the point where the saying “treat those how you would like to be treated” is no longer a human pact, and this sense of entitlement that says “I’m a paying customer and I can treat you like garbage” or “Look, I hate this job and I don’t care how I treat you” attitude needs repair. 2014 Temkin Customer Service Rating (TCSR) rated the highest and lowest ranked companies with regard to their customer service:

#2 Amazon

#9 Starbucks

#232 Comcast

There’s a reason why people will stand in a mammoth line for a $5 Latte!

The future’s biggest INNOVATION will be….“Great Customer Service”!

 

Checkout my presentation on “Customer Insights” (Marketing Centers of Excellence):

http://www.slideshare.net/aharrell2000/customer-insights2

Andre’ Harrell

AH2 & Beyond Consulting

Tired of the “HATE BOSSES” posts?

 

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Tired of the “HATE BOSSES” posts?

 

I understand there is a shortage of “Bosses” out there that are truly liked/appreciated but you know the saying “Show me a liked boss and I’ll show you an ineffective boss”. I am however getting just a little fatigued on the every other post that speaks to the “Hated Boss”….and the poor little employee.

 

LET’S HEAR IT FOR THE BOSSES!!

 

Okay, I’ll stop brown nosing bosses. It’s a total over generalization to say everybody hates their boss but the fact of the matter is that many people either leave their company because of the person in charge…or they wouldn’t be sad if their boss came down with a deadly illness.  I think we can all agree that the role of a “Boss” has significantly changed over the years, and being successful at it has initiated a great deal of discussion. The ingredients to be successful as a “Manager of People” has become more complex and the ability to capture the respect and trustworthiness of one’s employees has become even more complicated. I can tell you however two words that will certainly “HELP” if you’re in a leadership position and you want to improve your relationship with your employees and those two words are “Humility” & “Competence”. Every article I’ve ever written on “Leadership” I have at least one or both of those words inserted in them because in the end “Life” comes down to “Learning” (Humility) and “Sharing” (Competence)…think about it. While managing people can be one of the most challenging things you can undertake it is the most rewarding responsibility if you truly care and support those who try to support you. Demonstrating “humility” is not a sense of weakness as a manager it’s a sense of strength knowing that you’re success depends on the “HELP” of others. Competence comes from knowing that your“HELP” made a difference in someone else’s life and in turn makes you just a little more smarter…see how that works?

So, a shout out to the “Bosses” who demonstrate “Humility” & “Competence” and are actually liked “Bosses” who get the most out of their employees!!

 

Tired of the “HATE BOSSES” posts?

 

Is there a “Blueprint” in being a successful sales manager or manager?

Checkout the Podcast For The Answer: http://bit.ly/ylbJEa

 

Checkout also my presentation on “Developing A Global Sales Team EXCELLENCE! http://www.slideshare.net/aharrell2000/developing-a-global-sales-team-for

 

Andre’ Harrell

www.ah2andbeyond.com

 

 

 

PODCAST ON BUILDING A “GLOBAL SALES TRAINING DEPARTMENT”

PODCAST ON BUILDING A “GLOBAL SALES TRAINING DEPARTMENT”

In this podcast I offer my thoughts and processes on how to build a "Global" sales training infrastructure that's effective, efficient, turnkey, and measurable for driving sales business. Having lived abroad I've had the blessed opportunity to develop sales & training plans throughout most of the world and during this show I'd like to share with you some of the things I did. Thanks for listening! Andre’ Harrell AH2 & Beyond Consulting

“MY Thoughts”….on building a “Global Sales Training Department”!