You work hard to bring in the customers. Be sure to do what you can to encourage everyone else to help you keep them.
I was recently given this pickle with a sandwich I ordered. It’s since become a symbol for me of The Pathetic.
A grown-up allowed this pickle to be put in a bag by another grown-up and then given to a customer (me… and probably you). You see, a pickle should be firm and crunchy and add value to the experience (or it shouldn’t be included).
The first grown-up is the manager who poorly hired, poorly trained, poorly developed, and/ or poorly held accountable the second grown-up. The second grown-up is the person who allowed himself to be distracted from his potential and being valuable.
This is not loving your people (prospects, customers, or team members) and this won’t encourage a customer to return. Coincidently (or perhaps not), the staff had a similar level of enthusiasm as the pickle.
We’ve all served up our share of metaphorical pickle flop (including me). Most of the time, it’s just laziness rather than a lack of awareness or interest in doing the right thing.
So let’s encourage each other to expect more from ourselves (and be SalesTough). Let’s do what we can to make our customers exceptionally happy rather than marginally satisfied, at best.
(I know. It’s just a pickle.)
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It’s been said, “People need to be reminded more often than they need to be instructed.” I love that.
If you’ve not seen them, our new pocket cards are a great way to reinforce the fundamentals of being more valuable at work (and in life).
Each of them make great handouts and topics for discussions with your team. I even use them with the kids on my soccer teams* (212 and this version of Be Resilient). If you’re already using them, I’ve got some quick ideas below that you might like.
(What leader could you encourage today by forwarding this pickle story?)
Tips for using pocket cards
- Start now. Why hold back your thoughts for improvement until the weekly, monthly, or quarterly meeting? Every day something isn’t shared is a day lost without that knowledge (and you’re trying to create a great team, not a mediocre team, yes?). Leadership is about solid and ongoing reinforcement… daily (not monthly or quarterly). Small, frequent, and consistent communication on fundamentals makes it more likely the fundamentals won’t fall through the cracks (which seems to have happened in too many places). Use a card to start a conversation that helps keep things top-of-mind. Have it waiting for someone standing in their keyboard or placed on their desk.
- Follow up. Talk with your team about the fundamental you’re using. For a more personal touch, do it individually – maybe a 5-minute talk. “So, what do you think about that Ego idea?” Then listen (completely) and if appropriate, share what you like or don’t like about it. Ask in what areas they feel they need to improve. To encourage truth, first share where you need to improve. This’ll increase the chance of you being seen as human and clear the air for a more valuable conversation.
- Reinforce. Come back to each issue frequently – especially when someone models a point particularly well… “Congratulations to Bob for being awake and seeing that opportunity last week. That’s what we’re talking about when we’re creating our own luck.” Privately, or in a group setting (if you’ve got a particularly killer-high-trust-I’ve-got-your-back-you’ve-got-mine team) address any mistakes quickly so they don’t continue. If you made the mistake, even better to share in a group setting… “I missed that opportunity to Smove yesterday with the Hendricks account. I should have had more of a sense of urgency in handling the proposal they requested.”
* On a personal note… If you have kids who play rec soccer or you’re a beginner coach, I’ve got a few ideas for you on my personal blog.
