Make American Manufacturing Great Again

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Manufacturing still remains a vital part of the American economy.  Many factors make America a great place for manufacturing: a large and nearby market, common language, good culture of business ethics, low cost fuel, strong design and engineering talent, robust distribution and logistics, reasonably low cost labor, and the overall trend to speed and faster turn-around time.

As such, manufacturing many products, when done best in class, can be done more cost-effectively in the U.S. than anywhere else.

But, how?  How can we begin to improve our manufacturing plants to be the best that they can be?

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A Complaint is a Gift

A Complaint is a GiftIn their book, A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong, authors Janelle Barlow and Claus Moller discuss the inadequacies of customer service and the customer service departments at most companies.

The book begins with a quote from Confucius that sums up the mistake companies make when they do not listen to their customer complaints:

A person who commits a mistake and doesn’t correct it is committing another mistake.

Let’s face facts. Mistakes happen in companies, and people complain.  But, we have to treat their complaints as gifts, listen to them, be responsive and speedily fix the mistakes.  Or else somebody else will be servicing that customer.

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Six Words for Leadership and Business Success

goal setting workshopSuccess

A whole industry has sprung up around helping leaders and businesses get things done, make it happen, and be more successful. It is possible to spend thousands, even millions, of dollars getting advice from these consulting firms, gurus, and experts.

Much of this advice is complex and difficult to understand. While this might help the consulting firm polish its reputation as a thought leader, it does little to help us put the advice into action today, tomorrow, and the day after.

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World Class Selling

World Class Selling Picture

The book, World Class Selling, by Roy Chitwood (founder of the Track Selling sales process) is an effective and insightful sales book. It is well worth reading for both new and experienced salespeople alike.

Below I have summarized the key points from the book to give you a brief overview of the book. But, I do encourage you to pick up a copy, read, and learn.

 

What is selling?

  • Uncovering a problem or discovering a need
  • Offering a way to solve that problem or fill that need
  • Persuading the prospect to buy or act now

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Operations – The Five Daily Fundamentals

Turnkey LocksMost companies still provide a tangible product or service. This means that companies need to have operations employing people to produce the product, deliver the product, or provide the service.

These operations are essential to great customer service and building business success. Without a strong operational capability, product will not be delivered, promises will not be kept, and the customer will not be satisfied.

So, what are the fundamentals that we, as leaders, need to keep front of mind, in order to drive operational success? Continue reading

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Sales Fun Facts

Picture 1This month, I thought to share some sales “fun facts” to get us all thinking of what we can do better to drive sales growth and success and move our companies forward.

 

Having the right people on your sales team is essential

  • Four out of every five salespeople a customer meets are mediocre, incompetent, or downright ineffective.
  • In a separate study, 69% of corporate buyers rated salespeople calling on them as “fair” to “poor.”
  • As a result, customers are impatient and do not give salespeople any slack
    • On average, a salesperson has only 12 minutes to establish credibility in an initial meeting. 

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What Does a Buyer Want?

Know Your Customers CartoonI recently interviewed a professional buyer at a customer company who was looking to move into a sales role for our company. I asked how she would use her current experience as a buyer to be a better salesperson. Her response was a nice reminder of what good salespeople need to do every day.

  1. Be Attentive: This means making my problems your problem. I want to know that your salespeople really care about my problems and my issues more than about just getting the sale.
  2. Be Responsive: Give me what you promised. When you say you will get back to me, then get back to me. Don’t make me wait (respond quickly and respond even if only to say that you heard my request and are working on it).
  3. Be Proactive: If there is a problem, issue, or delay, then tell me about it before I find out and have to ask you.
  4. Focus on my needs: Listen to what I say. Listen in order to truly understand what I need. Then give me what I want and need. Do not give what you want to sell me; and do not give me what you think I may want.
  5. Be Friendly: Be “good people”; be friendly and nice to everyone on my team. Be easy to get along with. I do not want or need to have to defend my decision to buy from you in front of my colleagues who all think that you are a jerk.

Out of the approximately 300 salespeople this buyer deals with, only three salespeople (exactly 1% of the total) satisfy all five of these points.

 

Are our salespeople part of the 1% or are they part of the other 99%?

 

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5 Ways Managers Can Make It Happen

Sitcom Cartoon.jpgIn order to move our companies forward, we, as managers, need to get the right things done – the most important tasks that lead to success.

This needs to happen in a workplace besieged by interruptions, distractions, and office chatter. It is not easy. But, it is necessary.

Here are five ways that we can make it happen and get the right things done.

1.  Start early and do the most important (and difficult) task first: Get in early and pound out the most important and difficult task – the task that you have been procrastinating about for days. This allows you to accomplish something before the regular phone calls and E-Mails start; this reduces the stress and anxiety from the procrastination; and this sets up the rest of the day to be easy. As Mark Twain said:

Eat a live frog first thing in the morning and nothing worse will happen to you the rest of the day.

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The 9 Steps to Managing Our Stress

Stress Cartoon 1As business leaders, our lives are often stressful. Recent research confirms what many of us have observed; stress can harm our careers, endanger our health, and kill.

In my career, I have witnessed:

  • A boss retire early from his dream job as CEO because he could not handle the stress
  • A colleague battle numerous and debilitating medical conditions caused by stress
  • A mentor die unexpectedly from a stress-related heart attack in his late 40’s.

To be successful as we advance in our careers, we must all learn to cope with and adapt to the stress of our jobs.

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Don’t Upsell…Right Sell

theupsellWould you like to supersize your order?”

As I wrote previously (“Do You Want Fries With That?” – An Opportunity for Profitable Growth), upselling can bring additional value to our customers, create additional sales and profits, and cement our relationships with our customers.

Unfortunately, upselling has become abused as companies focus more on creating profits and less on adding value to the customer.

Upselling is a sales technique whereby a seller induces the customer to purchase more expensive items, upgrades or other add-ons in an attempt to make a more profitable sale.  [Wikipedia] Continue reading

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Coaching and Developing Great Salespeople

Question CartoonWanted: Great Salespeople!

All of us are looking for great salespeople to close business, grow revenue, and help drive our companies to success.

What are some of the qualities of great salespeople?

  1. Professional and personable
  2. Responsive and lives up to commitments
  3. Organized and focused on the important… customers, activities, etc.
  4. Knowledgeable about our customers’ business and in our company’s products and services
  5. A team player
  6. Knows how to sell

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Lead With Questions

Valued cartoonAs leaders, we often have an employee come to us with an issue or problem. As “make it happen” managers, we then focus on getting the problem solved and getting it done as quickly as possible. Thus, we take charge, tell the employee what to do, and are done with it.

But, to be an effective leader, we must resist this urge.

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5 Steps to Improving Customer Service

Customer Service CartoonExcellent customer service is a fundamental for success in our businesses. Unfortunately, it is all too often lacking.

So, how can we improve customer service in our companies?

  1. Hire and Develop Employees that Actually Like People: Customer service starts and stops with each individual employee that touches a customer. To be effective, each of our individual employees has to genuinely like people and be sincerely interested in solving the problems of the customers that they are dealing with. Grumps, grumblers, and grouches rarely like people and thus can never really give good customer service – they just do not care enough.

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6 Steps to a Successful Team Project

Project CartoonToday, more than ever, employees need to be able to work in teams as businesses try to solve every more difficult tasks. Alas, many team projects start off with high hopes and ambitious targets only to end up with diminished expectations and delayed timelines.

 

So, how can we realize a successful team project?

 

  1. Have a Leader as the Leader: Many project teams, especially technological ones, have the highest ranking person or the most important expert as the leader of the project. That is a mistake. Projects need to be led by a leader / manager who is able to set clear expectations, follow up, and hold the different members of the team accountable to do what they have committed to.

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Prepare Questions…Not Presentations

powerpoint cartoonThe sales meeting begins.

  • The salesperson starts talking through a PowerPoint presentation slide deck (which took him several hours to complete) telling the customer how great the salesperson’s company and products are.
  • 30 minutes later the presentation is complete.
  • And 30 minutes after that, the salesperson walks out of the customer’s office empty-handed.

This exact scenario will take place countless times today, tomorrow, and every day for the foreseeable future.

As salespeople, don’t we ever learn?

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We Must Impose Limits… On Ourselves

Limit CartoonAs business leaders, we are constantly being bombarded with distractions, new opportunities, and issues. Everything and everyone screams at us to do more. Yet, to achieve our goals, we must prioritize.

By imposing limits on ourselves, we can better focus on the important and get it done.

Here are five ways we can limit ourselves in order to win.

 

  1. Limit the Number of Objectives

In order for us to realize our objectives, we need to have just a few goals. In fact, we should limit our goals and the goals of our employees to at most five. This allows these objectives to be memorized and internalized and be active in our day to day thinking. Alas, most companies try to do too much and too many things:

I have worked with a company that has 17 different objectives listed on their mission statement. Another company circulates a list of their “critical few” goals only to have this list run to three pages.

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How Not to Waste Time In Meetings

Meeting Cartoon - 2In his book, Meetings Matter: 8 Powerful Strategies for Remarkable Conversations, Paul Axtell gives a strong argument in favor of meetings.

Meetings are at the heart of an effective organization, and each meeting is an opportunity to clarify issues, set new directions, sharpen focus, create alignment, and move objectives forward.

Alas, in most organizations, meetings are not effective; they waste time; bore the participants; and do not resolve anything. As the humorist Dave Barry notes:

If you had to identify, in one word, the reason why the human race has not achieved, and never will achieve, its full potential, that word would be ‘meetings.’

So, how can we make our meetings more effective? Continue reading

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Get to the Front Lines

tempUndercover Boss has become a hit TV series by showing big corporate bosses going undercover and discovering the reality of the work lives of their employees.

As leaders, we do not need to go undercover; we just need to get to the front lines of our businesses, listen, and learn so that we can understand our companies better.

We Need To:

  • Meet with customers large and small
  • Ride-along with our salespeople
  • Work with our workers in the plant or drive with our drivers out on the road

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Calm the Rhetoric…Make Molehills

tempToday, exaggeration and hyperbole are ever-present. Listen to any sports event… tune into any news program…Speak with many of your friends and/or employees…

What do you hear?

  • Amazing… incredible… unbelievable
  • The meeting was a disaster…this is crazy… what a collapse
  • I got thrown under the bus
  • He is furious… she is ticked off… I’m mad as hell…
  • I just got beat up… he ripped me a new one

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Ten Ways to Grow Sales Now

CartoonDespite the improving unemployment rate and positive economic indicators, many B2B companies are stuck in slow and no growth modes.

How can these companies re-kindle growth and increase sales? Continue reading

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