March 7, 2010
At a recent speaking engagement I asked a room full of sales and management people, “Why do your customers buy from you and/or this company?” The answers in my humble opinion were amazingly off the mark for seasoned professionals. Let me explain.
A: The top four answers I heard were;
1. “We are the best at what we do”
2. “I leave no stone unturned in my presentation”
3. “We provide the highest quality of service”
4. “Nobody can touch the service “I” provide”
Not one time did I hear any statement about the customers’ requirements being satisfied and there is obviously more to this discussion than I can share here. However with that said, it seemed that most everything I heard had to do with how the sales person took charge, made his/her story the most important and didn’t consider the customers need or anticipation of the service or product being a win for the customers’ organization.
Now I’m not saying these folks don’t know how to sell, I’m only saying that when they had an opportunity to explain their sales philosophy to me, it invoked a perception from their statements as being very self- centered, which I trust is their true belief.
Sales are lost because the customer just can’t feel warm and cozy about what is truly in it for them. Business or sales acumen with relation to the customer needs must include a path of satisfying that need or as I always say, “how to stop their pain.” You can’t do this if you don’t understand the following:
A. Their culture
B. Their need
C. Their pain level AND
D. Your own level of integrity, ability to perform and compassion
Then and only then can you provide them with the winning solution. In years past when I have gone on a ride along with brand new sales people and we arrived at the appointment, the first thing they want to do is load the prospect up with all of the pretty brochures. Huge mistake because when the prospect sees these voluminous brochures coming at him/her, the ears shut down and the sleep mode starts to kick in.
Not every sales call is about “right now” selling. Sales calls are about gathering information; about need (pain) and matching the solution with your sales acuity or capabilities. I would have thought I would have heard more from the group above about listening skills, matching skills, commitment skills to name a few.
Hopefully today’s newsletter will motivate you to take inventory of your selling and management skills. And if you are getting all right, I applaud you. If your style needs some tweaking, the power is within you.
We are into the month of March 2010, and I hope your 2010 game plan and game face are at their peak. You have the power to make this a great week. Your comments are always welcome. Call or write and I will respond immediately!
Regards,
George F. Mancuso, CPC
President
Gman Business Resources, Inc.
Grinnell, Iowa
Nationally recognized Retained Executive Search and Employee Retention Specialist.
2/27/10
What Are The Human Dynamics of Your Organization?
February 27, 2010
Based on the current leadership of your organization, what are the human dynamics within your company?
In my work as a consultant, facilitator, change agent and speaker, I typically have the opportunity to get “inside the head” of many owners, presidents, CEO’s and other executives. In my conversations I always wonder, “….what kind of a business owner/executive are you really? One who takes action and exemplifies the true meaning of a leader or one who sits by and waits for someone else to get it done for you?”
One commonality that is absolutely for certain in my mind is a phrase I coined a while back and seems to ring true of late, more than ever. And that phrase is, “Rationalization to Justify Complacency.” The business owners/executives I am speaking about are those who almost always seem to have something going wrong within the organization. This includes employee retention, sales, costly errors, undertone of dissention and poor performance to name a few.
When I question executives about these issues, they almost always find a way to explain it to me so that they rationalize their position to justify their complacency. I encourage these people to make a decision of getting in the game totally or stepping back and getting somebody into the team leader role that will perform to a level that they believe they currently do.
I had a president of a company tell a bank board recently that he was amazed at how I (George) related to his employees and got them to do things that he only wished he could get them to do. Nice compliment to me but why doesn’t he take inventory of his own methodology and attempt to understand why that phenomenon took place? It’s because he is being dealt lip service and being told what he wants to hear by a select few and is not seeing the whole picture, not recognizing the signs and not listening effectively. Or maybe it’s just easier to be complacent and let it be business as usual.
In another case I met with a friend who told me about one of his long time employees resigning. I stated that he had many years invested in this employee and I personally viewed the man as a key player in his organization. I even made statements like, “he has always been first one in and the last one out.” I asked myself over and over, what happened (pain) early on that this key employee felt it necessary to resign? If you remember articles I’ve written in the past, I’ve made the statement that employees quit their bosses not their company.
I asked my friend if he tried to save the employee. My friend said, “well it sounded like he made up his mind to leave and I doubted I could talk him out of it.” The fact remains he didn’t try but what makes it worse is he didn’t try to immediately try to get to the bottom of why. But most importantly he didn’t react months early when the signs were there. He didn’t react the day the termination notice was given. He, in my humble opinion justified his complacency by rationalizing why he hadn’t been the “in tuned” leader he should have been.
As most of you who either know me personally or through my writings, I am very passionate about my work and people issues. I’m not trying to be cruel here, but the reality is in order to be a leader you need to be a true example of a person that people WANT to follow and not HAVE to follow. You must demonstrate wisdom, ethics, fairness, ability and willingness to listen to all who feel the importance of speaking to you with regards their fit into and the well being of your organization.
When you sit at the top of the pyramid and IF you believe in your own heart that nobody can nor does perform as good as you, then listen up because I’m here to tell you that thinking is a crock of buffalo dung. Why do you think the top management roles are near the top of a pyramid?
They are there to be the leader they are not to be on the only person who can do “it” or the only one who is right. Picture the pyramid upside down with the point down. If you are the only one who can run the company, make the decisions, make the sales, build the product and/or call shots then what happens if you come out from the upside-down point? The pyramid would start to crumble. And in many cases in 2009 and probably in 2010 there will be a great deal of crumbling.
This last week has been replete with horror management of people stories that have come to me in person, via telephone and Email and I just felt I needed to bring this issue to light again. True leaders don’t rationalize their short comings. Leaders lead…leaders empower employees to lead and grow….leaders are champions for their employees…leaders demonstrate an undying compassion…leaders allow employees to become responsible for their actions…leaders are trainers, cheerleaders and counselors….leaders are confident, flexible and fabulous LISTENERS. So many times the answers are right before you if you would just listen and recognize the signs and not justify your complacency through rationalization that you are always right. You might ask yourself, what really is the human dynamics of our organization?
I certainly hope week one of March 2010 becomes a very rewarding one for you XXX and your entire organization. You have the POWER to make it GREAT!
Your comments are always welcome and if I can be of any assistance call or write and I will respond immediately!
Regards,
George F. Mancuso, CPC
Gman Business Resources, Inc.
Grinnell, Iowa
Based on the current leadership of your organization, what are the human dynamics within your company?
In my work as a consultant, facilitator, change agent and speaker, I typically have the opportunity to get “inside the head” of many owners, presidents, CEO’s and other executives. In my conversations I always wonder, “….what kind of a business owner/executive are you really? One who takes action and exemplifies the true meaning of a leader or one who sits by and waits for someone else to get it done for you?”
One commonality that is absolutely for certain in my mind is a phrase I coined a while back and seems to ring true of late, more than ever. And that phrase is, “Rationalization to Justify Complacency.” The business owners/executives I am speaking about are those who almost always seem to have something going wrong within the organization. This includes employee retention, sales, costly errors, undertone of dissention and poor performance to name a few.
When I question executives about these issues, they almost always find a way to explain it to me so that they rationalize their position to justify their complacency. I encourage these people to make a decision of getting in the game totally or stepping back and getting somebody into the team leader role that will perform to a level that they believe they currently do.
I had a president of a company tell a bank board recently that he was amazed at how I (George) related to his employees and got them to do things that he only wished he could get them to do. Nice compliment to me but why doesn’t he take inventory of his own methodology and attempt to understand why that phenomenon took place? It’s because he is being dealt lip service and being told what he wants to hear by a select few and is not seeing the whole picture, not recognizing the signs and not listening effectively. Or maybe it’s just easier to be complacent and let it be business as usual.
In another case I met with a friend who told me about one of his long time employees resigning. I stated that he had many years invested in this employee and I personally viewed the man as a key player in his organization. I even made statements like, “he has always been first one in and the last one out.” I asked myself over and over, what happened (pain) early on that this key employee felt it necessary to resign? If you remember articles I’ve written in the past, I’ve made the statement that employees quit their bosses not their company.
I asked my friend if he tried to save the employee. My friend said, “well it sounded like he made up his mind to leave and I doubted I could talk him out of it.” The fact remains he didn’t try but what makes it worse is he didn’t try to immediately try to get to the bottom of why. But most importantly he didn’t react months early when the signs were there. He didn’t react the day the termination notice was given. He, in my humble opinion justified his complacency by rationalizing why he hadn’t been the “in tuned” leader he should have been.
As most of you who either know me personally or through my writings, I am very passionate about my work and people issues. I’m not trying to be cruel here, but the reality is in order to be a leader you need to be a true example of a person that people WANT to follow and not HAVE to follow. You must demonstrate wisdom, ethics, fairness, ability and willingness to listen to all who feel the importance of speaking to you with regards their fit into and the well being of your organization.
When you sit at the top of the pyramid and IF you believe in your own heart that nobody can nor does perform as good as you, then listen up because I’m here to tell you that thinking is a crock of buffalo dung. Why do you think the top management roles are near the top of a pyramid?
They are there to be the leader they are not to be on the only person who can do “it” or the only one who is right. Picture the pyramid upside down with the point down. If you are the only one who can run the company, make the decisions, make the sales, build the product and/or call shots then what happens if you come out from the upside-down point? The pyramid would start to crumble. And in many cases in 2009 and probably in 2010 there will be a great deal of crumbling.
This last week has been replete with horror management of people stories that have come to me in person, via telephone and Email and I just felt I needed to bring this issue to light again. True leaders don’t rationalize their short comings. Leaders lead…leaders empower employees to lead and grow….leaders are champions for their employees…leaders demonstrate an undying compassion…leaders allow employees to become responsible for their actions…leaders are trainers, cheerleaders and counselors….leaders are confident, flexible and fabulous LISTENERS. So many times the answers are right before you if you would just listen and recognize the signs and not justify your complacency through rationalization that you are always right. You might ask yourself, what really is the human dynamics of our organization?
I certainly hope week one of March 2010 becomes a very rewarding one for you XXX and your entire organization. You have the POWER to make it GREAT!
Your comments are always welcome and if I can be of any assistance call or write and I will respond immediately!
Regards,
George F. Mancuso, CPC
Gman Business Resources, Inc.
Grinnell, Iowa
2/19/10
Do You Respond To Phone Calls or Emails?
February 20, 2010
QUESTION: Do you respond to phone calls and return Emails? Really, if I call you or send you an Email will you respond to me?
What in the world has happened to professional courtesy and business decorum? Of late I have been hearing from sales people, executive recruiters, customer service personnel with follow up calls and they are all echoing the same complaint. “…Nobody returns phone calls or Nobody will take my phone calls or why don’t people return Email requests?”
If you believe in the Golden Rule, then this whole message applies to you. The next time a business sales call comes in, take two minutes to listen to the spiel. Ascertain quickly if you might have a need and set a more convenient time to talk. Please don’t tell me how busy and important you are, because that’s a lame excuse. How about the person who trying to make an honest living through a legitimate business? Is his or her time not important as well? We need to respect each other and give credence where credence is due.
My wife Denise, who handles the Executive Search side of Gman Business Resources told me that one day last week she made 25 sales marketing calls looking for new business and/or job orders. She said it was the most unreal day of all because, “I was put into 25 voice mails and before the week came to an end I did not receive one return phone call.”
This story has been repeated to me over and over again as I travel. I get Emails with people asking for suggestions on how to get folks to at least give them courtesy of 2 or 3 minutes to set a time when it would best work for them.
When I hear executives tell me they don’t take unsolicited phone calls, I always ask about their sales force. “Is this the way you want your sales force treated?” “How do you know you don’t need what information they are offering? Why do you want them to keep calling you back and fill up your voice mail box?”
WHY NOT DEAL WITH IT WHEN IT HAPPENS AND MOVE IT FORWARD OR SHUT IT DOWN SO THAT YOU CAN BOTH GET ON WITH YOUR BUSINESS AT HAND.
I had a salesman contact me last week and his opening line was, “I have services that will double your business!” I stopped him and asked, “Before we go on, tell me what you know about my business.” He stumbled and fell because he really didn’t know anything about my business and the conversation was over rather quickly.
The other rule is, answer all your calls before you go home. If someone thought you were important enough to leave you a message, respond and deal with it today. It will save you many more dollars because your staff won’t have to handle additional incoming calls over and over again from the same people you could have put to bed several calls ago. Stop hiding behind your voice mail America. Let’s talk to each other, trade fairly with each other and grow ourselves, our companies and our great country! As American business people, we are in control. Demonstrate it!
So again I ask you, will you take my call or respond to my Email? Have a tremendous week. Your comments are always welcome and if I can assist you in any way, call or write and I will respond immediately!
Regards,
George F. Mancuso, CPC
Gman Business Resources, Inc.
Grinnell, Iowa
QUESTION: Do you respond to phone calls and return Emails? Really, if I call you or send you an Email will you respond to me?
What in the world has happened to professional courtesy and business decorum? Of late I have been hearing from sales people, executive recruiters, customer service personnel with follow up calls and they are all echoing the same complaint. “…Nobody returns phone calls or Nobody will take my phone calls or why don’t people return Email requests?”
If you believe in the Golden Rule, then this whole message applies to you. The next time a business sales call comes in, take two minutes to listen to the spiel. Ascertain quickly if you might have a need and set a more convenient time to talk. Please don’t tell me how busy and important you are, because that’s a lame excuse. How about the person who trying to make an honest living through a legitimate business? Is his or her time not important as well? We need to respect each other and give credence where credence is due.
My wife Denise, who handles the Executive Search side of Gman Business Resources told me that one day last week she made 25 sales marketing calls looking for new business and/or job orders. She said it was the most unreal day of all because, “I was put into 25 voice mails and before the week came to an end I did not receive one return phone call.”
This story has been repeated to me over and over again as I travel. I get Emails with people asking for suggestions on how to get folks to at least give them courtesy of 2 or 3 minutes to set a time when it would best work for them.
When I hear executives tell me they don’t take unsolicited phone calls, I always ask about their sales force. “Is this the way you want your sales force treated?” “How do you know you don’t need what information they are offering? Why do you want them to keep calling you back and fill up your voice mail box?”
WHY NOT DEAL WITH IT WHEN IT HAPPENS AND MOVE IT FORWARD OR SHUT IT DOWN SO THAT YOU CAN BOTH GET ON WITH YOUR BUSINESS AT HAND.
I had a salesman contact me last week and his opening line was, “I have services that will double your business!” I stopped him and asked, “Before we go on, tell me what you know about my business.” He stumbled and fell because he really didn’t know anything about my business and the conversation was over rather quickly.
The other rule is, answer all your calls before you go home. If someone thought you were important enough to leave you a message, respond and deal with it today. It will save you many more dollars because your staff won’t have to handle additional incoming calls over and over again from the same people you could have put to bed several calls ago. Stop hiding behind your voice mail America. Let’s talk to each other, trade fairly with each other and grow ourselves, our companies and our great country! As American business people, we are in control. Demonstrate it!
So again I ask you, will you take my call or respond to my Email? Have a tremendous week. Your comments are always welcome and if I can assist you in any way, call or write and I will respond immediately!
Regards,
George F. Mancuso, CPC
Gman Business Resources, Inc.
Grinnell, Iowa
2/12/10
February 13, 2010
Question: When you have been faced with a difficult or challenging week, month or even year (2009), did it bring out your determination to challenge yourself and your abilities in 2010 with heartfelt passion?
Answer: The players and fans were probably the only ones not surprised at the outcome of Super Bowl XLIV. The “experts” said the Saints would lose to the Colts. But the Saints management (coaches) arrived with only one plan and that was to win. Many intrepid plays were called. Some worked, (onside kick resulting in a touchdown) and a 4th and goal for the failed touchdown attempt, (field goal was probably a definite 3 points), but they didn’t give up.
The New Orleans Saints management (coaches) instilled in their entire TEAM that they were winners and they were there to prove it. In retrospect, the competition (Colts) didn’t know what hit them. The Saints plan to win, threw the competitors’ (Colts) rhythm off, forced them to change their game plan in mid-stream, rattled the team leader (quarterback) and thoroughly confused the offense by the new look and actions of the defense. Do you think this analogy repeats itself in our daily business lives?
It reminds me of a game (many years ago) when the Green Bay Packers lost a big game by one point. Their coach Vince Lombardi ran around the locker room hollering at EACH PLAYER that they weren’t losers and they hadn’t been defeated, they just ran out of time.
He instilled in his TEAM that they were winners. And that they would prove it in future games and they did, going on that year to win the super bowl. Coach Lombardi and the entire TEAM of the Green Bay Packers refused to accept a defeatist attitude. Even when the experts said it couldn’t be done. Coach Lombardi has always been one of my hero’s because of his ability to motivate his TEAM while caring personally for each and every one of the members.
With that in mind, I rhetorically ask you this;
Do you arrive at work EVERYDAY expecting to WIN?
When was the last time you made a spirited play at work?
Do you allow outside distractions to influence your results?
Are you a manager that remains optimistic and instills optimism of a can-do attitude into the teams’ ambience?
1. How are YOU differentiating YOU and YOUR Company from your competition?
2. Do you work on your “personal branding?”
3. What do people think of when they see or hear from you?
4. Why would I want to do business with YOU?
XXX, the first 45 days of 2010 are now behind us. Do you truly have a plan for the next 320 days? If I can help, call or write and I will respond immediately.
P.S. My article two weeks ago about my trip to Fort Lauderdale brought a tremendous response. Many not so nice comments about the guy in 1A and many great comments about Gisela Becker, the lady in 2A including an Email from her, the managing partner of Spanco’s accounting firm (he works gratis) and a letter through the U.S. Mail from Delta Airlines, apologizing for the event as well. As I read the letter I was amazed at not only the apology which really wasn’t their fault but they added 1,000 to my Delta Frequent Flyer account. How about them bananas?
Regards,
George F. Mancuso, CPC
Gman Business Resources
Grinnell, Iowa
gmansearch.com
Question: When you have been faced with a difficult or challenging week, month or even year (2009), did it bring out your determination to challenge yourself and your abilities in 2010 with heartfelt passion?
Answer: The players and fans were probably the only ones not surprised at the outcome of Super Bowl XLIV. The “experts” said the Saints would lose to the Colts. But the Saints management (coaches) arrived with only one plan and that was to win. Many intrepid plays were called. Some worked, (onside kick resulting in a touchdown) and a 4th and goal for the failed touchdown attempt, (field goal was probably a definite 3 points), but they didn’t give up.
The New Orleans Saints management (coaches) instilled in their entire TEAM that they were winners and they were there to prove it. In retrospect, the competition (Colts) didn’t know what hit them. The Saints plan to win, threw the competitors’ (Colts) rhythm off, forced them to change their game plan in mid-stream, rattled the team leader (quarterback) and thoroughly confused the offense by the new look and actions of the defense. Do you think this analogy repeats itself in our daily business lives?
It reminds me of a game (many years ago) when the Green Bay Packers lost a big game by one point. Their coach Vince Lombardi ran around the locker room hollering at EACH PLAYER that they weren’t losers and they hadn’t been defeated, they just ran out of time.
He instilled in his TEAM that they were winners. And that they would prove it in future games and they did, going on that year to win the super bowl. Coach Lombardi and the entire TEAM of the Green Bay Packers refused to accept a defeatist attitude. Even when the experts said it couldn’t be done. Coach Lombardi has always been one of my hero’s because of his ability to motivate his TEAM while caring personally for each and every one of the members.
With that in mind, I rhetorically ask you this;
Do you arrive at work EVERYDAY expecting to WIN?
When was the last time you made a spirited play at work?
Do you allow outside distractions to influence your results?
Are you a manager that remains optimistic and instills optimism of a can-do attitude into the teams’ ambience?
1. How are YOU differentiating YOU and YOUR Company from your competition?
2. Do you work on your “personal branding?”
3. What do people think of when they see or hear from you?
4. Why would I want to do business with YOU?
XXX, the first 45 days of 2010 are now behind us. Do you truly have a plan for the next 320 days? If I can help, call or write and I will respond immediately.
P.S. My article two weeks ago about my trip to Fort Lauderdale brought a tremendous response. Many not so nice comments about the guy in 1A and many great comments about Gisela Becker, the lady in 2A including an Email from her, the managing partner of Spanco’s accounting firm (he works gratis) and a letter through the U.S. Mail from Delta Airlines, apologizing for the event as well. As I read the letter I was amazed at not only the apology which really wasn’t their fault but they added 1,000 to my Delta Frequent Flyer account. How about them bananas?
Regards,
George F. Mancuso, CPC
Gman Business Resources
Grinnell, Iowa
gmansearch.com
2/6/10
Do You Need Relief
February 7, 2010
Q: Does Everyone Need Relief????
A: The biggest football day of the year is today. Did you know that on Super Bowl Sunday, Americans will consume the following?
11 Million Pounds of Potato Chips
8.2 Million Pounds of Tortilla Chips
8 Million Pounds of Guacamole
3.8 Pounds of Popcorn
2 Million Pizza Hut Pizzas
30.4 Million Pounds of Other Snack Food
When you think about Super Bowl excitement, stress at work and home, it’s no wonder that antacid sales will be up 20% on the Monday after the big game. Some of the major causes of stress and failure might be:
Cash Flow
Compliance Pressures
Finding and Keeping Top Talent
Growing the Company and Yourself
Being Totally In Concert With Your Team Members
Keeping an Open Mind While Driving Sales, Marketing and Operations
Remember that only 2 teams out of 32 are left standing. The difference between these two teams and their competitors might be that they focused ALL year on their business. Analyzing their competitors, recruiting top talent, planning the future and executing the plans is an everyday occurrence to achieve success and an entry into the big game.
I certainly hope you enjoy the game and accept my wishes for a great week. As always, if we at Gman Business Resources can assist you by “partnering” with you to help keep the focus on your business, please call or write and we will respond immediately!
P.S. It's difficult to believe that times are tough. I spoke with a business associate of mine in Ft. Lauderdale yesterday and asked him if he was going to the super bowl. He said no, because he'd rather put his kids through college. I asked him what he meant and he said to park your car at the stadium was $75 CASH. To get decent seats and not great seats you will pay $5,000 per seat. I can't imagine what a hot dog and a beer costs. Yup times are tough.
Regards,
George F. Mancuso, CPC
Gman Business Resources
Grinnell, Iowa
Q: Does Everyone Need Relief????
A: The biggest football day of the year is today. Did you know that on Super Bowl Sunday, Americans will consume the following?
11 Million Pounds of Potato Chips
8.2 Million Pounds of Tortilla Chips
8 Million Pounds of Guacamole
3.8 Pounds of Popcorn
2 Million Pizza Hut Pizzas
30.4 Million Pounds of Other Snack Food
When you think about Super Bowl excitement, stress at work and home, it’s no wonder that antacid sales will be up 20% on the Monday after the big game. Some of the major causes of stress and failure might be:
Cash Flow
Compliance Pressures
Finding and Keeping Top Talent
Growing the Company and Yourself
Being Totally In Concert With Your Team Members
Keeping an Open Mind While Driving Sales, Marketing and Operations
Remember that only 2 teams out of 32 are left standing. The difference between these two teams and their competitors might be that they focused ALL year on their business. Analyzing their competitors, recruiting top talent, planning the future and executing the plans is an everyday occurrence to achieve success and an entry into the big game.
I certainly hope you enjoy the game and accept my wishes for a great week. As always, if we at Gman Business Resources can assist you by “partnering” with you to help keep the focus on your business, please call or write and we will respond immediately!
P.S. It's difficult to believe that times are tough. I spoke with a business associate of mine in Ft. Lauderdale yesterday and asked him if he was going to the super bowl. He said no, because he'd rather put his kids through college. I asked him what he meant and he said to park your car at the stadium was $75 CASH. To get decent seats and not great seats you will pay $5,000 per seat. I can't imagine what a hot dog and a beer costs. Yup times are tough.
Regards,
George F. Mancuso, CPC
Gman Business Resources
Grinnell, Iowa
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