What a year! We’ve seen so much change in the world and at home. During the next few weeks, news outlets will flood the airwaves and print with reviews of the best (and worst) of 2014 so, I thought I’d follow suit. Read more
One week to go before the holiday distractions arrive (parties, vacations, last-minute shopping)…how’s it going?
On the shoulders of my last post about questions to ask clients before 2015, I’ve realized throughout my end-of-year client interactions how essential it is to remain open and curious versus right. And I know I’m right about that! Read more
Well, it’s December. Where did the time go? Here in New York City, we went from a two day Fall to what seems like will be a long time Winter! And we will soon enter the days of company and family holiday parties and other distractions. What might get lost is that NOW is the time for you to establish your position with clients for 2015. We’ve got eight days to accomplish this. Come December 16, it will be “Happy Holidays” and “See you next year!”
In other words…too late!
Yes, you need to be prepared to give a thorough synopsis of your business with your clients. You will have the opportunity to tell them how you believe your team did this year and regale them with all that you’ve accomplished on their behalf. But wait! First, you need to hear how THEY think you did and what issues they are anticipating for 2015. To do that, I recommend the following four questions that you ask (and do it soon!).
Asking these four questions before entering 2015 will illustrate your concern for your client’s world next year and your desire to further your partnership with them:
Ask these questions with optimism, alacrity and curiosity. Be genuine in your listening, which means that you must really be attentive and responsive to what they are saying. Repeat their issues back to them so they know you comprehend what they’ve said. Ask them if you have captured the issues correctly. Don’t be afraid to ask for more explanation or clarification. I have found that simply saying, “Really?’ can lead to an even deeper look by a client at what their future plans entail…which is great for you to know, right?
Remember, no matter what your client expresses, you’ve credentialed yourself by asking these empathetic questions that further establishes your partnership. The “color” you’ll receive is important to think about throughout the holidays to design/plan your response to their core issues.
And did I mention…do it now!! Let me know how it goes.
I observe between 60 to 100 executives per year as they hone their consulting/advising skills. I am always amazed and impressed with the ones who have the innate ability to quiet themselves so that their audience has time to process and respond. They resist the temptation to interrupt with more information.
I need to see more of this. Read more
In my book I talk about how important the voir dire process is to lawyers. In fact, a dear lawyer friend of mine has said, “a trial is won or lost in the voir dire process.” So, are you winning your clients over with your questions?
During the voir dire stage of a trial, lawyers get their one chance to interact with a juror to observe how they think and what their values are to determine how to present/shape the facts of their case. It is this investigation where they will discover new ways to present information that is likely to resonate with the jury. Critical!!
Fast forward to us. I recently wrote about credentialing yourself with your clients. It is the act of demonstrating your knowledge by how you engage with them. One key element is about asking smart, researched, killer open-ended questions that illustrate your diligence performed prior to a client interaction, whether you are persuading or informing them. It’s also a way to “lead the witness” towards the solution you have for their issues!
Here’s a relevant case in point that illustrates this skill:
A client laments they need to put a plan in place for their team to succeed. An easy yet ineffective question to ask is “How will you format the plan?”
A smart question to ask is: “Why is this mission critical now?” Here you will understand what’s essential to your client versus what they’ve been planning. You will know why, not just what, they are planning.
Your client then may say, “We need better team compliance with our process,” to which you might ask, “Any challenges to this?” I would suggest a stronger approach, such as asking, “How has this lack of compliance hurt you organization? For how long?”
I trust you are tracking the progression of establishing public testimony to then synthesize to segue to your idea.
That’s great credentialing!
By the way, since I referenced my book above, you can take a look at it on Amazon.com. Though I wrote it a few years ago, the lessons in it are as relevant today as they were then. Hope you enjoy it.
Here’s an essential modus operendi going into the New Year, make 2014 the year you illustrate your keen understanding of client’s business BEFORE you recommend they purchase your product/service. Read more
I Like to Lead When I Dance…
Consulting is often about establishing the correct climate to consult, like when a dancer takes the lead position. How the dance will proceed, what direction it takes and the steps to get there are all in the hands (and feet) of the lead.
At this time of year, it is important to take the lead with your clients to help guide where things are heading in 2014.
Ever been confronted by a child who wants something…really badly? How many times did the child get what he/she wanted? More times than not? That’s because children possess a skill that most of us have lost a long time ago…the ability to be relentless while still being likable, even lovable!
Why do people say that children make the greatest salespeople? Because they are relentless! Does this scenario ring true to you:
Monday: “Daddy can I have that X Box?” “No.”
Tuesday: “Daddy can I have that X Box?” “No.”
Wednesday: “Daddy, is today the day I get the XBox.” “No.”
Thursday: “Daddy, today sure would be a good day to get an XBox.” “No.”
Friday: “Daddy, if I had an XBox right now, I wouldn’t be bothering you.” “No.”
Saturday Morning: “Daddy, I really think that…” “Okay, okay, we’ll go! We’ll get the XBox today!”
Fascinating analogy isn’t it?
A recent survey of sales executives by the National Research Bureau revealed that 80 percent of all sales are made after the fifth call. And yet…the same survey found that 48 percent of salespeople call once and give up. Further, 25 percent of salespeople call twice and quit. It gets worse. Just 12 percent make three calls and stop while only 5 percent make a fourth call before calling it quits. Only 10 percent of salespeople keep on calling. And, it is this 10 percent – the one salesperson in ten – that make 80 percent of all the sales.
Our job as salespeople/consultants is to be persistent, yet likable. To succeed at persistence, it’s essential to capture what’s important to your client. You need to play back to him/her what their challenge was to prove you’ve heard them. “You said that growing your West Coast division is mission critical.” Then, you create legitimate touch points that serve your client and illustrate your desire to resolve what your client said was keeping them up at night. “With the program I’m recommending, you can start building the West Coast division, see some quick results and grow it steadily over the next 3-5 years.” You’ve just become relevant in his world and you have his attention.You must be able to defend each touch point to your client. That way, they can see and appreciate your empathy.
And DON’T GIVE UP! Be the one of the last nine salespeople your client has seen who actually wins.
Business networking is considered by many to be a necessary evil. Many fear it, others just feel like it’s a great deal of effort. To be effective at networking, you have to understand the importance creating lasting connections will have on your professional life, just like it does in your personal life. Read more
