Category Archives: Management

Tina has been an incredible contributor to my blog, and I wanted to take a moment to share one of her recent posts. She is insightful, forward thinking, and a joy to connect with on a regular basis. This post focuses on great teams, and the best part of it is she received feedback directly from her team members!
Thanks again Tina for your amazing support.
And to my fellow Canadians, Happy Canada Day!

Tina Del Buono's avatarPractical Practice Management A Division of Top Practices

iStock_000000520734Small Be Great…great is contagious.  Ask your team, are we great?  If so, what makes us great?  If not, why not?  Great or not great, how can we improve?

These are excellent questions that need to continually be posed to our team on a regular basis so we can continue to improve on the service we deliver everyday to our customers.

Each team player is different, but as long as we have the same common goal our differences can work together to accomplish great things.

Each player needs to be held accountable for keeping the standards of the practice/business at top priority.  If someone falls below, it needs to be dealt with sooner than later or the effect on the rest of the team can be damaging.

It takes a lot work to keep a team healthy.  Teams also need play time to keep it healthy and happy and allow for…

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I came across this insightful post by Cathy Berggren yesterday and I wanted to share it now. I am always looking for posts that grab my attention, and what better way to make me stop in my tracks then a bowl full of M&Ms! The cool part is there is a wonderful message here as well for all leaders. Now I have to run to the store 🙂 Enjoy…

Cathy Berggren's avatarThe Every Day Leader

Ever pick out your favorite colors in M&M’s when you eat them?  Are you drawn to a particular color?  Statistically, the company puts the highest number of blue in each container…in fact 24% in each bag.  Can you guess the least amount?  Yep, brown, an average of 13%.  Any guesses as to why blue is favored over brown?  I don’t have the answers, but have my own theory.

Blue stands out

We are drawn to people for the same reason. We are often drawn to those people who stand out. It may not be because they are loud or outgoing, or because they are some great leader by position, or because of their following or even their money.  It might be because of their gentle quiet spirit, or maybe it is how they consistently love people.  They may stand out because of their guidance and leadership to…

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The Five Star 5 – A Collaborative Leadership List

There is an incredible amount of content available on leadership, and I made sure to research none of it for this post!

I wanted to share five key points of what leadership means to me, but I also wanted your comments to compile a longer list. Don’t research, just share what you feel! I will post the full list on my blog next week.

  • Motivate, inspire and most importantly have fun
  • Give an enthusiastic thank you when things go well, and a supportive ear when things go wrong
  • Be a positive example with your work ethic, and have a desire to succeed that others are proud to follow
  • Understand that all your employees are unique people and need to be managed accordingly
  • As often as possible smile,  laugh and have a bounce in your step!

6 Categories of Sales Reps – Which One Are You?

It is easy to say that a “rep is a rep”, but when I dug deeper over the years, there are many “personas” that they could take on.  True performers typically elevate their game from “just a rep” to “sales professional” and ultimately “superstar” over a shorter period of time.

I compiled a list of the six categories of reps after being part of several sales teams over the years:

  • Raw rookies
  • Future superstars
  • Superstars
  • Steady Eddies
  • “What have you done for me latelys?”
  • Underachievers 

Raw Rookies

Raw rookies may be new to a role, or brand new to the sales profession. They are hopefully eager to learn, and make every attempt to work well with their team mates and managers as soon as possible. The first three months tend to be a little rough on raw rookies, as they are inundated with a barrage of product training and possibly other teachings. If they are not given the necessary support to become successful early in their time with a company, they are probably “thrown to the wild” and asked to fend for themselves. The first three months tends to decide a raw rookies’ fate, and management can quickly tell if the interview process was a true indicator of what was to come.

Future Superstars

Future Superstars can show signs early on if they are going to be successful. Typical signs are how they carry themselves, how eager they are to learn the role, and how engaging they are with coworkers, management and customers. They realize that it is going to take some time to understand the organization, and their products and/or services. But they know as long as they make the customer their #1 priority, things will eventually fall in to place. Future superstars will put the team before themselves, and never lose site of the fact that their day-to-day goal is to sell stuff and exceed budget.

Superstars

Superstars show a lot of the characteristics that I have described under “Future Superstars”, but have achieved above average results for a longer time. Can somebody be characterized as a superstar after 3-12 months on the job? Probably not.  Any rep can fluke out and have a great few months, and then come back down to earth soon after. But if they have successfully achieved for 12 – 24 months in the same role, I would deduce that is it not a coincidence. Superstars just get the job done and continue to raise the bar to the next level. They are never satisfied, and are always looking for their next challenge to grow and succeed.

Steady Eddies

Steady Eddies can be relatively new sales reps, or seasoned veterans who have been around years. Their results do not fluctuate much from month to month, or year to year. Their consistent results make them a very dependable and reliable group that can always be counted on. They typically turn down promotions, especially for managerial roles, because they are comfortable working their territories as individuals, and like to be left alone to do their jobs.

What have you done for me latelys?

If you are a child of the ‘80’s like me, you may realize that this category was inspired by the classic 1986 Janet Jackson song of a similar name!

“What have you done for me latelys?” are very similar to sports stars that are past their prime, but are still being rewarded for what they have done before. They could be described as “lame duck” employees, who should be fired, but are not for many reasons. It has become public knowledge that they are not performing their job duties up to the standards that they set for themselves in the past, but some business is still coming in based on their reputation in the market place. In many cases they are counting the days until retirement; or for those not of retirement age, they are counting the days until they get fired.

Underachievers

Underachievers are not getting the job done. They never have. There could be many reasons for this, and the list is too long to assess in this post! At the end of the day, it will result in termination; it is only a matter of time. Some tend to have “nine lives” and dodge being fired longer than many expect. But in the end, they will be looking for another job, possibly even in a different profession!

  • If you are not in the sales profession yet, do you have what it takes to become a Superstar in this exciting line of work?
  • If you are in sales, what type of rep are you now, and what type should you be?
    • What changes to you have to make ASAP if it does not say “Superstar” on your business card?

The 5 Star Five – Quotes Submitted By Readers

As promised earlier in the week, here are the best quotes submitted by my readers. This is a follow-up post to “My Favourite Sales Quotes”. Have a great Saturday!

 

“I ain’t never learned nothin’ while talkin” – President Lyndon Johnson (submitted by Jack Pyle)

“If you can’t then you must” – Tony Robbins (submitted by Murray Osborne)

“Prepare to win, or lose to somebody else who is” – Jeffrey Gitomer (submitted by Michael S. Rickert)

“‘Be and act as if it is inevitable to succeed” – unknown (submitted by Norm Tashe)

“You miss 100% of the shots you don’t take” – Wayne Gretzky (my favourite) 

My Best Sales Manager

One Sales Manager in my career was a cut above the rest. As I think back to our first meeting close to 11 years ago, I realize that it took about 5 seconds for us to click. Sometimes it is there, and sometimes it is not in a business relationship. But I knew right away that I had made the right decision to move and start a new life in Edmonton.

Everything between him and the team worked. There was limited drama in the office, and the focus was always growing the business, and having fun along the way. He never made it feel like he was our boss, more of a team captain. He was a leader who supported us in every way. He was there for us when we succeeded, and when we failed. He assisted in our personal development, and often commented on how lucky he was to have a team like us to support. It was never “below him” to help us with whatever we needed assistance with. He was a manager, but he was more than willing to get “dirty with us in the trenches”.

He was the consummate mentor, and was always thinking about succession plans for those who were interested in moving up within the organization. He was an ear for everyone with respect to business or personal problems.

I had often thought about what would happen to the team if he ever decided to move on. I have to be honest; it worried me  a bit, more than it should have. When he finally did move on, as expected, things were never the same again with our sales division.

I called him out of the blue when I was in his city a few months ago and we had a last-minute coffee. Before I knew it, more than an hour had passed. We picked up right where we left off from the last time we saw each other! I had to pinch myself to realize that we were not between sales calls working for the same company anymore. I will always credit him for being the most influential person who assisted in getting my sales career to the next level as quickly as it did.

  • Who has been influential in getting you to where you are today?
  • What awesome things have they done that really stand out in your mind?

I really enjoyed this post by Carol Dougherty this morning. It is a thought-provoking look at teams generating ideas (or lack thereof). Enjoy!

caroldougherty's avatarsimplifypersonalproductivity

Does your team generate great ideas?  Are you open to all ideas?  Do you encourage even seemingly off the wall thoughts?  Does each of your team members feel they will be heard?  Do they all come up with unique ideas or concepts?

If you can answer yes to all of these your team is rolling along well and is open to any and all input.  Great!  Unfortunately most teams aren’t operating in this well.  There are several reasons this may be the case.

  1. Lacking Diversity – If the team all has the same job functions/ background you may not get unique ideas.  When everyone does the same thing or has the same background they tend to see things the same way.

Solution – Bring in people who are outside of the area of expertise of the team.  Open it up to internal or external customers and suppliers, or people from…

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Every time I see a post about the National Hockey League (NHL) and business, I have to check it out! This was the case recently with Anna Caraveli’s post on the Washington Capitals with respect to mental toughness in your leadership and organization. If you are not a hockey fan, that is ok. The message still comes across loud and clear!

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

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!

Dan Rockwell's avatarLeadership Freak

(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:

  1. 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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