OK, I’m a procrastinator … am I alone? I didn’t think so. On Tuesday I was searching for a florist to get roses for the lady in my life. I called one florist and asked if I could get some roses delivered Wednesday and the guy on the phone said “no.” No apology, no explanation that the cut off date passed … nothing … just ‘no.’ An uncomfortable silence followed his ‘no’ and I said “OK” and hung up. I called another florist and a very pleasant woman politely said they couldn’t accommodate me because the cut off date had passed and they couldn’t guarantee they could deliver them on time. Then she did an amazing thing … she recommended I call one of their competitors who, she knew, could accommodate my order. Wow … she recommended a competitor to accommodate MY needs. How many of you would recommend one of your competitors to a prospect you couldn’t help?

Of the three florists I experienced who will I think of first and want to do business with when I have a need for flowers again? Did you say the third florist who was recommended to me because the second florist couldn’t accommodate my needs? If so, you would be incorrect. I was impressed with the second florist who wanted to solve my problem and make my search easier. To me, she was more than a florist, but rather a “problem solver” who made my search easier.

As a selling professional are you a “problem solver” for your clients or are you simply “selling a product or service”, meeting quota and collecting a paycheck? Are you willing to tell your prospects “The way I work with my clients is to help them get exactly what they want and if I discover, after asking you a few questions, I can’t help you I will make a recommendation of a competitor who can. Is that fair?” In our research, if you can make a statement like that (and mean it) you are in the upper 5% of the top selling professionals in the world.

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How simple is having an oil change done? Raise the car, remove the drain plug, drain the oil, replace the plug , change the oil filter, lower the car and refill the oil. Pretty simple right? A service so basic and mostly routine, it’s promoted often as a $19.95 service done in 30 minutes or less. So—I make the appointment, take my car to my usual dealer and wait.

Less than 30 minutes and my car is returned looking fine, all for less than $25. I’m happy, feeling great for having this essential service complete, and away I go.

Next morning as I leave my garage, I can’t help but notice a puddle—yes, a puddle, not a spot of fresh oil! I immediately stop, turn off the engine open the hood and check the oil dipstick. Yep! It’s a _ quart low! I begin looking for the source. On my hands and knees I search for the source of the leak. It’s either the oil filter or the drain plug. Something is loose. I find the oil trail at the oil drain plug. Its threads are stripped! I hurry off to the nearest oil service location, and I’m in luck—an empty bay. They pull me right in.

A quick examination confirms my diagnosis—stripped threads. Thirty minutes later I’m on my way. A new plug, oil and all for less than $25. Peace of mind again!

My original dealer was most gracious and cooperative when I outlined my experience. They reimbursed my expense, apologized profusely, and pleaded that I return for future service. They went on to ask what they could do to restore my confidence and trust. They also said they had dealt with the employee that had serviced my car.

Great ending! The way it should be when expectations aren’t met. Accepting responsibility, demonstrating accountability, and exceeding expectation. Exactly what professional sales people and organizations that provide value do everyday.

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In a recent Associated Press article I read in our local newspaper, The Greensboro News & Record, I noticed an article about well-known Ace Hardware’s battle with the “Big Box” stores and how Ace is managing to enjoy year-over-year growth despite the price pressure placed upon it by the likes of Home Depot and Lowe’s.

Why is Ace seeing this continual success?

Convenience. They’re making it more convenient for the buyer to shop with them. They’ve installed brighter lighting and wider aisles, among other improvements, leading to a more convenient – and more pleasant – experience for the customer.

Think about it: How easy is it for your prospects and existing customers to buy from you?

Clearly, the less obstacles, hassles and requirements you place in their way, the greater success you’ll enjoy in your sales career.

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I was having dinner at a local chain restaurant last night called Smokey Bones in Greensboro, NC. The service was outstanding … not just good, but outstanding! As we were sitting there (near the hostess stand) I overheard the manager call three of his staff together and say “I just noticed three customers walk in and no one greeted them. This is unacceptable. To be the best we need you to be the best … please greet everyone like they are important to us … because they are. Can you do this?” Of course they all said ‘yes’ and their service level (and attitude) improved immediately with an obvious sense of pride. They believed they were “the best.”

As I work with clients around the country it amazes me how many times a sales rep comes up to me at a break to tell me they are one of the top sales reps in their organization and say something like, “I already do what you are telling us to do, but it’s a good review for me.” More often than not when I speak to their manager he or she tells me something completely opposite from the sales rep’s view.

Managers … if your sales people think they are great and you don’t agree then it’s your fault!!! Outstanding managers set the bar high and coach their people to the bar and accept no compromise just like the manager at Smokey Bones. The entire staff at Smokey Bones reflected the excellence of their manager and they all looked like they loved working there and thought they were pretty good (even the three who were immediately coached by the manager on the floor.)

What does this mean to you as a sales manager? Quite simply … You can’t manage your sales staff from behind a desk. You must be out in the field and coach your sales team in real time just like the Smokey Bones manager did last night. If you’re an NFL fan … do NFL coaches stay in the office on Sunday’s and ask their players to send them the scores each quarter or are they on the side lines and coaching their players as they come off the field after a failed play? The best sales managers are great coaches who set the bar high and coach their staff to “hit the bar” without compromise.

There are a lot of Smokey Bones type managers around the country and I love to hear positive stories about such managers. I’m sure my experience at Smokey Bones last night triggered an experience you have had whether it’s a service experience or maybe an exceptional manager you worked for. Take a minute and tell me about it. I’d love to hear your story.

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How difficult is it for a sales person to return a call for information? Apparently, pretty difficult! All I wanted was for someone to treat my request with respect, take me seriously, and provide some additional information. I guess my expectations were too lofty.

Ever had an interest in something and needed clarification, or more information before you bought? Ever wanted to feel more comfortable about buying? Have you waited for ANYONE to return your call in which you indicated you were eager to buy, but just wanted a few questions answered? You didn’t require someone to “sell” you, just help you buy what you wanted. Ever wondered why the sales person didn’t act as if they believed you truly wanted to buy?

After all, aren’t these unresponsive sales people the very same ones that often complain about no sales, unreasonable customers/prospects, not being trusted or liked, and how slow business is? At least this is exactly what I heard from the sales person I called back to clarify what he had indicated to me. And mind you I’m talking about buying a car—and we all have our assorted, sordid, buying experiences in this market.

With all of the negativity associated with this market it seems to me that ANY indication of an intent to buy, coupled with urgency and clear ability to buy would be eagerly met with zeal. Not so! As I write this I am awaiting a response to my questions—from three days ago. I must be the dummy here! Yes, I left a message that is clear about my intent to buy with some clarification of small details.

As a sales person myself, I would love to have such a scenario as obviously any sales person would. So—what’s the problem?

I believe it to be a self-perception issue for sales people. That perception tends to be one of negatively seeing themselves as a person the rest of us don’t trust, don’t like, don’t believe even when as customers we are ready to buy. They believe it’s a just another “stroker”, time waster, or looker. Many sales people are to quick to pre-judge, and those judgments are most always negative—a reflection of their own negativity. It’s past time to stop this destructive behavior as sales people. See yourself as a professional value resource and act accordingly. Never assume anything when selling. Always ask, and respond, creating value through your actions and attentiveness, even when you have to say you don’t have what they want. That’s integrity and that’s what people want.

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