Category Archives: Leadership
Reality Check – Has Work Become Your Life?
Do you work to live, or live to work?
I will write it one more time…
Do you work to live, or live to work?
Every time I hear that somebody passed away shortly after they retired, I hope that they took time to really enjoy life along the way. When I am working, I am a loyal hard-working solider. But when I am not, I am enjoying free time with friends and family when possible.
I saw a report on CNN a few years ago, and it gave me a horrible feeling in my stomach. The corporate world has made us believe in many cases that taking holidays shows a sign of weakness. When I hear that an employee has not taken holiday in several years, I always cringe.
This issue continues to get a lot of press, and work life balance has become more important than ever. Work demands and commuting makes our personal time very valuable. I have seen several managers and reps work way too many hours on a regular basis during my career. The question that I always have is…
What steps are you taking to insure that their work does not become your life?
Should it be common to work late at night?
- At what point do you admit that there are inefficiencies in your work habits, and you need to change how you do your job?
- Maybe you have too many responsibilities in your current role, and need to sit down with your manager to discuss the toll it is taking on you
There are still managers who subscribe to the theory of “most hours worked wins”, but this line of thinking is slowly going by the wayside.
I hate the saying “they were the first one in the office in the morning, and the last to leave at night”. How do we know that they are working all of that time? With all the distractions online, they may just be goofing off on the internet all day, or having “text-a-thons”.
I sent a group email one night at 10 pm from my home office once, just to tidy up a few odds and ends. I received a complaint the next day from one of my accounts. He asked me not to send correspondence at that time of night. I was a bit confused, so I asked why? He said that his phone vibrated on the night stand, and it woke him up! I forgot that some people are on call 24-7, and sleep with a phone close by.
I met an outside sales rep earlier in my career who told me that her kids had moved out, and she was not in a relationship, so work had taken over her life. She sounded far from excited about it!
I have heard of several organizations where employees never leave the office before their managers, even when they have completed their work for the day. This is one of the dumbest things that I have heard during my career!
Are you guilty of sending late night emails trying to “impress the boss”? Give your head a shake. This is just silly!
I know several reps and managers who work constantly during their holidays. A good friend of mind was got caught by his wife returning customer’s phone calls from his backyard shed when they were packing for vacation! I still bug him about that, but his wife did not think it was very funny!
I understand there may be the occasional need to communicate with the office when on holidays. But what does it say about the group that you surround yourself with, when they cannot “survive” for a few days, or even a couple of weeks without you?
I heard of the best “holiday-work compromise” from a rep a few years ago. He and his wife were going on a holiday without their kids. Things were both incredibly busy at work at the time. They agreed to one hour of work each morning at the hotel. But for the rest of the day, they left their cell phones in the room, and enjoyed each other’s company. Another rep was not so fortunate to be able to curb his work to one hour. He and his wife agreed to put his phone in the hotel safe before they left in the morning. That completely reduced his temptation to check every time another email came in!
I reference several European countries for setting the bar high for excellent work life balance. They have much more holiday time on average than most other parts of the world. Most stores and services even close during the day for a bit while the employees rest! How great is that? This is an unrealistic goal in many places including Canada and the United States, but I believe the message is very powerful. These people definitely work to live and not live to work.
We only live once, and you need to sit down and think about what is really important in your life if this has become an issue. Focus on enjoying your personal life now while still keeping up with work commitments. Obviously everyone’s personal situation is different, and many circumstances come in to play. I get that. I work odd hours to keep up with projects that I am working on via my blog and other forms of social media. But I make it all work.
Health issues, stress and strain on your family life can come in to play due to a heavy workload, among other issues. Don’t fall prey to the vicious cycle of work becoming your life.
- Do you feel like you are living to work, and not working to live?
- What changes can you make ASAP in your current role if other priorities are more important?
- Do you find it challenging to shut down “work mode” and get in to “family mode” when you are on holidays?
- What steps can you take to make a “holiday-work compromise” as a first step (then eventually phase out work altogether)?
- If your current situation makes it impossible to work to live and you prefer that, perhaps it is time to make a change!
- Promise yourself to take one action step today towards making a change, or it will never happen
Really? Customer Service Is That Bad?
I was recently away on a business trip, and received a phone call from my wife. She was sad to inform me that our PVR (personal video recorder for our TV) had finally died. She promptly made a phone call to our satellite provider, and they gave her two options:
- $150 for a repair
- $500 for a new unit
She proceeded to explain to the agent that one of their competitors was offering a TV and internet package at a very aggressive price. Their response,
“We will note that on your file”.
That’s it? Really? They will note that on our file?
We may call the competitor and never give our current provider the chance to match packages because of their lack of interest in my wife’s comments. We have had several other issues with their customer service department over the years, so I think it was the “audio-visual gods” way of saying it is time to move on.
Paul Castain had an excellent blog post recently over at Your Sales Playbook which discussed his trip to a local gas station. You can read about his adventures at http://bit.ly/HBF47a
Good friends of ours just returned from a family trip to California, and could not believe how they were pretty much “tossed to the curb” by one hotel, but had the “red carpet” rolled out by another.
I have a strategy that has worked for me a couple of times now, in situations where I was negotiating with customer service in regards to products and services for my family over the phone. There is a certain amount of negotiation that goes on, and you can be put on hold a few times as the options are debated back and forth. I start to lose patience quickly, and have a new technique.
Early on I ask them to pretend that I am very irate (only I am still calm) and request that they give me the best deal or result possible. I call it “the freak-out resolution”. It shows that I am very serious about being well taken care of, but I don’t want to be a jerk about it. The strategy works well, and lets them know that I mean business, and minimal concessions will not be tolerated.
After reflecting about these stories and many more, I could not help but turn my attention to the sales profession. Customer service support is vital to the success of any sales team, and I wonder how often management and reps evaluate the job that these teams are doing for their organizations.
If you are reading this and are not in inside sales / customer service, you need to realize how important they are to your success, or possibly failure. Too many negative experiences with support representatives could turn off customers. As a manager, you need to provide these teams with all the necessary support and ongoing training to give them the best chance to perform their roles to the best of their ability.
If you are a rep, you need to have great rapport with the team and be able to assist and support them if things ever go terribly wrong. It is probably in your best interest to bring up any larger issues with your manager first, and let them decide who should talk to the person in question. You can ill afford to lose any customers, and certainly not ones where customer service made a mess of things.
Other things matter too. You need to treat this group very well. They are difference makers and make our jobs as outside sales reps much easier. Be easy to work with, and certainly DO NOT treat them like your personal assistants! Who do you think will get preferential treatment when their time is limited? The reps who treat them like crap, or the ones who respect the job that they do, and considers them a valuable part of the team?
The stories are endless about customer service today, but the horrible experiences tend to get shared much more than the positive ones.
Let’s change things up a bit….
Send me an email at TimMushey@gmail.com if you want to share a customer service story when they really WOWED you, and exceeded expectations.
I have been following Dan Rockwell’s content on Twitter for quite some time, and enjoyed a post over the weekend on WordPress. I love the fact that his posts are 300 words are less, and are very insightful. Check out these 10 powerful strategies to build your confidence!
(Photograph courtesy of NASA Langley Research Center)
*****
Repeating the past in a changing world makes you irrelevant and insignificant. Employing old strategies in new situations tends toward failure.
Transition, turbulence, and change test leadership-confidence.
Danger and beauty:
The danger of confidence is quantity – too little paralyzes; too much and you’re an arrogant fool with a closed mind.
The beauty of confidence is lower stress and quiet boldness both in you and those around you.
True competence:
Confidence connects to competence through past performance. Competency during turbulence, however, is the ability to adapt – not repeat – in order to create the future.
Confident leaders:
- Prepare for uncertainty, challenge, and opportunity. They don’t have all the answers – they establish predeterminedprocesses and procedures for finding answers.Know your response to tough situations before they occur. What is your response to challenging questions, for example. Hint: Don’t give solutions immediately.
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I really enjoyed Kim Brechin’s post on leadership over the weekend. It is insightful, and delivers a very powerful message that all leaders should keep in their hip pocket.

Recently, as I was looking for inspiring quotes on leadership, I found this gem and it resonated with me.
“The task of leadership is not to put greatness into people, but to elicit it, for the greatness is there already.” ~ John Buchan
On Pushing or Pulling
I had been focusing my efforts on a marketing challenge and was reading a great article that appeared in the Harvard Business Review titled Three Steps to Generating Social Gravity, by Mark Bonchek.
The article describes the push and pull concept of today’s savvy consumers and also touches on the concept that leaders these days need to take a note and apply some pullvs. push in their style.
It’s true… people don’t like to be pushed.
I certainly do not — whether it’s in a long line at the airport queuing up or in a boardroom — I find it’s…
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The Five Star 5 – Sales Leaders
I love lists. I love countdowns. It started with me listening to the “Top 10 at 10” songs on a local AM radio station as a kid, and eventually a variation was born called the “Top 6 at 6”. From there, countdowns seemed to be all over the place. There were tv shows in the 1980’s that counted down the top music videos of the week, and eventually sports shows counted down the best plays of the day, week and eventually year.
When I started to get involved with social media and conducted research on the internet, I realized that lists were prominent there too. I saw one problem. Many of the lists were 10, 25, 50 or even 100 items long! I had no issue with that until I realized that I always got distracted and never finished the lists.
So I felt the need to chime in on the “list phenomenon”, but with my own twist. It will be called,
“The Five Star 5”
I will include my favourites from a specific category, but each list will only be 5 entries long. The difficult part of course is narrowing down some decisions to 5, but that is the beauty of the short, concise list. I want each list to be impactful, short and sweet.
These were the first five people that I followed in the sales space, and I am sure glad that I did. If you are following them already, fantastic! If not, consider this a solid recommendation and follow them at once!
I will note their Twitter names and websites as points of reference:
Paul Castain – Your Sales Playbook; @PaulCastain
Dan Waldschmidt – Edgy Conversations; @DanWaldo
S. Anthony Iannarino – The Sales Blog; @Iannarino
Kelley Robertson – Fearless Selling; @FearlessSelling
Mark Hunter – The Sales Hunter; @TheSalesHunter
Enjoy this list. These guys are awesome!
My First YouTube Video – An Introduction
It was certainly a leap of faith finally getting in front of the video camera after managing my stuttering issue for many years, but I am sure glad I did. The sky is the limit now! Here is my introductory video for Sell Lead, Succeed!
