December 2017

I thought that I would borrow a line from "My Way" that was sung by Frank Sinatra.  Many of the lyrics pretty much summed up with many of my thoughts during my Quest for $200K. 

It's Tuesday evening and the day after Christmas.  Today marked the end of selling days for 2017 for me and the rest of the sales gang at Stratix. The morning ride to the office produced zero traffic,  and zero hand gestures that I was number one.

On November 22nd which was the day before Thanksgiving, I set a goal for reaching $200K in sales in for the next twenty-one business days.  I'm a firm believer in setting goals for sales people. First  start out with smaller goals and then work yourself up to larger goals.  When you attain those smaller goals, you then have that feeling of accomplishment.   It's the old saying of "one down and two to go".  Once you've finished one, you're right up there to complete the next goal, then the next and before you know it you've reached that pinnacle that you aimed for.  

"And now, the end is near
And so I face the final curtain
My friend, I'll say it clear
I'll state my case, of which I'm certain
I've lived a life that's full
I traveled each and ev'ry highway
And more, much more than this, I did it my way"

From last Wednesday until Friday I was able to close every opportunity that I thought would close.  Those opportunities that I had marked fifty percent pretty much stayed true to the percentage that I anointed them . I moved at least $30K of opportunities to January.  

There was one opportunity could have put me over the hump.  That was the opportunity that I had mentioned for two light production devices.  That opportunity came in at a little over $50k.  Last week and the week before I wrote about the need for some concessions that I needed in order to close the opportunity.  On Friday of last week, I called that account and reached the DM's voice mail.  Rather that leaving a voice mail, I opted to send a text wishing the DM a Merry Christmas.  While driving home Friday evening I checked my phone lo and behold I had a call from the DM, and just then my battery gave out on my phone.  Later that evening I had finally charged my phone,  there was no message left for me nor was there a response to my text.  Since I didn't have what I needed I was happy with the text that I had sent wishing the DM and family a Merry Christmas.  

"Regrets, I've had a few
But then again, too few to mention
I did what I had to do , I saw it through without exemption
I planned each charted course, each careful step along the highway
And more, much more than this, I did it my way"

Looking back, I had no additional information to share with the DM. I did not have what I needed and I had used my close card in our last  meeting.  That close offered that "if we could do these two requests would you place your order right away?"  I had the yes from the DM, however I was not able to get what I needed in a timely fashion.  Many years ago I wrote about "conditions",  for me that means no matter what you do or offer up the outcome is going to be the same.  It's just something that you can't change when you want it to change. Yeah I know, sounds kinda crazy, but what's not crazy about the world that we live in?

"Yes, there were times, I'm sure you knew
When I bit off more than I could chew
And through it all, when there was doubt
I ate it up and spit it out
I faced it all and I stood tall and did it my way"

I text'd that DM today, offered to meet some time this week for lunch.  I just checked my phone and there hasn't been a reply yet. Hey, it's the day after Christmas, and I'm understand that many took the day off today.

Where did I finish?

Well, I can tell you that it's another year of not hitting the goal that I wanted.  With the $20K that I had banked right before Thanksgiving, I was able to bank another $78K.  Well short of my Quest for $200K.  Device count was about 14 and I believe I wrote eight orders for the $78k.

"I've loved, I've laughed and cried
I've had my fill, my share of losing
And now, as tears subside, I find it all so amusing
To think I did all that
And may I say, not in a shy way,
"Oh, no, oh, no, not me, I did it my way"

Looking on the brighter side, I still have the opportunity for the two light production devices for $50K, another opportunity for $70K and the roll overs for another $30K for January.  So, maybe, just maybe January won't be one of my worst months of the year.

"For what is a man, what has he got?
If not himself, then he has naught
The right to say the things he feels and not the words of one who kneels
The record shows I took the blows and did it my way!"

-=Good Selling=-

Another day spent in the office, kinda felt like I was running for political office with all of the phone calls, emails, and answering objections.

After processing an order in the AM, I was in follow up mode for a few hours. Some opportunities received emails, some received texts and some received phone calls. I learned along time ago that there many clients have a preferred way of communications.  Texting, Inmail, email, and phone calls helped in nailing down another two opportunities in the sales column.  I think I'm down to waiting on paper work for three orders now, with the one large order for $48K still out there.  That client and I did have an email exchange today and if I was a betting man, naw, I'm not saying nothing. Just hoping this comes through tomorrow.

Tomorrow I'll add everything up to see where I'm at with what's booked and what's still out there. Still waiting for my VEEP to see if he can help with the other $50K opportunity out there.  I guess the only saving grace is that our end year falls on the 26th of the month.  On Friday, I'm going to have the make the call to that prospect and offer up a Merry Christmas, Happy New Year and then become a good listener.

Every night before I fall asleep I find myself adding up the revenue numbers in my head.  Try doing that a few times with your eyes closed and you'll find out it makes an excellent sleeping aid.

Tomorrow, it's off to one account to pick up a lease, then back to the office to process two orders.  Will then follow up on the $48k opportunity to see if the paper work is ready.  If so, it's back on the road again, I'm not going to wait for an email of the docs. I need to go pick them up.  In addition I have two planned stops at some 50/50 opportunities. Ya never know, if you don't ask you don't get.

You know what....., I love doing what I'm doing!

Yes, there are days and weeks when I'm that grumpy ornery SOB when I'm not hitting numbers.  But,  what people don't understand is that I expect more out of myself.  I know my market and it's  one that's filled with every direct manufacturers branch, two mega dealers, many smaller dealers (with principals dumping boxes for next to nothing) and a Global dealer.  At times I wish I was selling in a tertiary market (for me that's anything west of the Delaware River) with maybe two or three dealers (who wants to be a wishy washy order taker). But, I'm not and I believe that has made me more creative in meeting a clients needs and wants over the years. 

Is selling any fun when there is no competition? 

-=Good Selling=-

Rather than waste an hour of time driving to the office, I opted to work from the home office today.  Time really does fly when you have no interruptions.

It was kind of a bummer today when I learned that I could not move two opportunities to the close this month.  I didn't lose them, but both DM's were packing in for the year and both stated that January is now a better option.  I thought ok, I need to some opportunities for January anyway.  Historically January  is one of my worst months of the year. That's due to that the fact that I've told my clients that I want their business to close this month. I'm not ashamed of that, rather pretty proud that I can put that out their and then listen for the objections. 

Good golly, I spent hours with a net new account and finally got the verbal to move forward with an order for an A3 color printer. Not a big order, not a big GP, but I'm happy that it's just about done.  Docs went out tonight and I'll get them sometime tomorrow.  I was also chasing an A3 color MFP all day with emails back and forth.  It was about 5PM and I hadn't  heard back from the client, thus it was time to send a text. Within a few minutes I had the reply text I was looking for.  The text contained the picture of the existing copiers location, I wanted to see that since we were replacing an A4 color with an A3 color (who says you can't upgrade A4 color to A3 color?). 

Want to hear something funny?  The picture of the existing A4 color device was on the floor! I was like WTF?  From the pic there was more than enough space. A few minutes later the DM and I were on the phone and I had the second verbal of the day.  Docs tomorrow.

I had a bout a half a dozen phone calls and many emails that were focused on moving more of those opportunities closer to closing.  Besides the picture of the copier on the floor, nothing really jumped out.

Tomorrow I need to nail down two opportunities that have stated we'll order this week (one is the $48K order). I contacted both on Monday and played the "let the ball travel" for today.  I'll also be processing at least three orders.

I've got four business days left, and that means there's till twenty percent of the month left.  Can't wait!!! 

The title of the blog, "The Harder You Work The Luckier You Get" is one of my favorite lines for sales.  If you work hard, nose to the grindstone, good things happen. It's not luck, it's just a numbers game.  Never ever stop prospecting.

-=Good Selling=-

Some will look at a glass of water as half empty, others will see that the glass if half full.  Both observations are correct, however one portrays pessimism and the other portrays optimism.  I could look at the remaining week of selling days as 75% of the month is gone, or there's still 25% of the month left (woohoo). I prefer to choose that I still have 25% of the month left.  Never been a quitter and now is not the time to start.

Last week, by now most of last week is a blur. I don't have my CRM in front of me to give you that blow by blow description of what happened.  What I can tell is that I'm swamped with writing orders, proposals and following up with opportunities.

I didn't have the chance to write last Wednesday nights blog because I opted to write a blog to Ricoh titled. "What I Want from Ricoh in 2017". I've been writing these to Ricoh for the last right or nine years and it's a blog that I really enjoy writing.  Thursday night was shot also since I attended our annual Holiday Party at Stratix Systems in Wyomissing, PA.  It was a three hour ride there and would have been a three hour ride home, but I opted to stay over night.  Friday morning I left the Inn at Reading and drove across the street to our Corporate office.   I had to work on completing a couple of proposals that I wanted to get out before noon. 

I had a 2PM appointment scheduled in Mercer County and to tell you the truth I had to reschedule because someone at the Holiday Event was pouring heavy with the Patron.  I left the Corporate office about 11AM and made my way back to the home office so I could finish the day.

Last week I was fortunate to receive two referrals from existing accounts.  By late Friday I had the order docs for a 25ppm A3 device for about $6k.  In addition I was able to get a demo color A3 printer delivered for a demo from another referral.  After I complete this blog, I'll be working on that proposal that I need for Thursday of this week.  That's right, I had another verbal for a black A3 50ppm device late Friday also.  That was one of those proposals that I knocked out at the Corporate office in the AM. 

Today was filled with processing and order, developing docs for another order for an A3 color MFP, and developing another quote for another client that called me today.  It's been busy and I need to keep it that way.

Here's a recent tally:

• Picking up docs this week for a 48K order, not sure what day yet, my contact was out most of last week
• Processed order for $6k
• Processing another order for $7k tomorrow
• Picking up docs for $8k order later this week (looks like Wednesday)
• Call back close scheduled for Thursday (not sure of the revenue yet)
• Waiting to hear from VEEP about approval for a $50K order this week
• Have $27.5K in the bank of the $200k Quest

All of this is coming from memory. I counted up everything out there for the last week and I'm seeing a max of $144K.  That's if everything goes right, which is a stretch, but you never know.  Tomorrow's another day and I'll be in the office hitting the phone again to see what I can close and what I can move forward.

-=Good Selling=

The past already happened it is defined and remembered. The future is a work in progress; the future is always an unfinished painting or a never-ending movie. As one who is always exploring what could be from what temporarily is I understand the importance and the role of imagination.Regardless of your industry, as you migrate from the way it was, to the way it will be; it’s important to remember that industries change because their customers did. Today we must imagine with our customers as they imagine a better way, as they create the new reasons (why) they will or will not interact with someone or something.

On the road to the future, what was will continuously try to stop the vehicle of what could be.”

During times of disruption or industry transformations looking ahead at what could be is a constant process for the visionary. However, those who find the present more rewarding will sabotage the conversations of what could be with the screams of what was or what is. They will attempt a coup on any progression towards the future or anyone who may attempt at delivering what the future holds. We must all remember the choice whether to change or modify is not the business it’s the customers. The business just decides whether it keeps or losses its customer.  

As the new year presents itself some will wish for a continuation of what was, many will hope for better things, and few will have made plans to execute on something new. Many industries are finding themselves in transition or disruption. Many did not prepare, did not hear, or refuse to listen to the warnings. During times of disruption, it’s the end-users of products and services which fuel the movement to the new or disruptive way. I find it interesting that those who find themselves challenged when a new order of things appears always blame the disruptors for their downward spiral. Customers determine the preferred What, how and the why they respond to all market forces. Without the customer, there is no market.

Organizations today must have the ability to look past their current circumstances, to ignore the rhetoric of the way it was. Leaders must decide if they will be a victim of disruption or lead their disruption. Today more than ever organizations must listen and pay attention to the signs as their modifying customers look for better options with better experiences. Today more and more end-users value the experience in how they engage with a reseller’s product, its delivery, and support. Too many believe customer relationships will win over customer experience. Things have changed today a customer experience is why they buy a customer relationship is because they buy.

The customer today has more options and has more resources to evaluate those options than ever in history. Things are changing faster than ever. I believe it’s the customer who gives the disrupter momentum. Organizations void of stubbornness who listen to and can imagine with their customers’ what their customers’ desire either new or reinvented will win. Organizations who fight disruption with more of the same will find themselves obsolete at the regretable table.

Let’s all accept that 2018 will change what we do, and how we do it. These changes will be a result of the why our customers continue to engage us or engage with someone new. Let’s us all stop building the future with memories, and start building the future with what we can imagine our customers are imagining.

“Painting your vision of the future requires the ability to paint over your memories with the paint of your imagination.”

R.J. Stasieczko

What do you think is required to move your business relationships from good to great?

In Jim Collins' book Good to Great, the principles can be applied to how salespeople build relationships.

For example, the “Hedgehog Concept” which means having a simple, extremely clear concept of what is best in your business.

Let me ask you a question, Is what you are doing right now something you can...

• Make money at
• Be passionate about
• Be the best in the world at

The Hedgehog Concept is not about a goal to be the best, a strategy to be the best, an intention to be the best, nor a plan to be the best. It is a deep understanding of what you can be the best at. The distinction is absolutely crucial to catapult your success!

Lets closely examine the three circles within the Hedgehog Concept. Set aside some quiet time. Reflect upon each question focusing solely on what you can potentially do better than any other sales rep. This can become your path to greatness.

How did that feel? This is the beginning of you becoming the best sales person possible as you develop powerful relationships. The best area to focus in on is where the three overlap. This is where you will have the most success.

WE LIVE IN A NEW WORLD

As sales reps you are operating inside a business era defined by two-way relationships between you, your clients and your prospects. The deals you are involved in right now are being defined by emotions and relationships not just dollars and cents.

Your clients and prospects of today are much savvier then in years past. They expect you to pay attention to them.  They also have instantaneous and much louder methods of voicing their displeasure as well as the support they're getting from you.

"Greatness as a sales rep is a conscious choice and a discipline"

BUILD REAL RELATIONSHIPS

The oldest, most effective strategy is as powerful today as it's ever been; real relationships. Relationships enhance revenue opportunities, relationships sell, relationships bring in connection and human acknowledgment.

Relationships are not one-sided communication, they create conversations. The countless automated Twitter, Instagram and LinkedIn blasts repeating the same message over and over ad nauseum without any engagement takes the social out of Social Media.

In small doses, automation can be highly effective, particularly if it makes your work more efficient, however; efficiency at the expense of building a real relationship is virtually always a losing proposition.

I urge all sales reps to get engaged. Create the marital bliss with your clients and prospects. Shift your mindset as engaged relationships translate into increased sales opportunities. Build true relationships, not just one-sided affairs and watch as your sales skyrocket.

3 CRITICAL AREAS SALES REPS MUST EMBRACE

In the relationship economy, the investment you make isn't about money, it's in the relationships you build with your clients and potential clients. These relationships become sales currency. I encourage you to invest in the relationship economy. You can take this one to the bank!

AREA 1 - FOCUS ON AUTHENTICITY

How many sales reps build a brand around a facade? Far too many! They feel like they have to act a certain way, appear a certain way and even communicate a certain way. 

Relationships are based on trust and trust is based upon authenticity. Your clients and prospects B.S. meters are extremely sensitive. They can spot insincerity a mile away. Unless you are authentic in your relationships, your clients and potential clients aren't going to trust you. In fact, they'll actively avoid you as they spread the message to all their friends and colleagues.

Your authentic you must be a genuine reflection of who you are. You must believe it. You must own it. You must know what it stands for. You must know your strengths and your weaknesses. Proudly wear those emotions on your business sleeve. 

People connect with other people. It is all about the personal connection. If you are 'blowing smoke' up people's backsides what's the likelihood they will trust you? 

Authenticity is a Magnet

AREA 2 - STOP SELLING SO HARD

Developing new or expanding upon existing business relationships is not about selling – it’s about establishing trust, rapport, and creating value without selling. 

Engage with your clients, communicate with them, add value to their business, solve their problems, create opportunity for them, educate them and inform them, but don’t drop the sales hammer on them all the time!

Stale sales methodologies and disciplines simply die a slow and very painful death.

What do a loaf of bread left out on the counter for days and the sales processes that most in sales use have in common?

Left untouched they both become stale.

The problem with many sales reps is they still go to market with the same principles and techniques used back in the 80's, 90's and early 2000's. I point the finger directly at management for allowing this to continue to happen. Technology supporting the sales process has clearly changed, however; traditional only strategies run amuck inside a vast majority of sales teams.

Trust me when I tell you your existing and potential clients have heard all the sales rhetoric before. They can smell all of your old school closes a mile away. They can sniff antiquated selling strategies, and immediately change the mental channel on presentations not deemed relevant. 

SPIN selling, SNAP selling, SOLUTION selling or even The Challenger Sale model, there's no one size fits all selling methodology. What's concerning me about sales reps today, whether you believe me or not, is the lack of truly building genuine relationships. In other words, just plain giving a rip!

"If you want to increase sales revenue, increase profitability, increase client satisfaction, drive brand equity, stop selling so damn hard and start adding value"

AREA 3 - LISTEN TO THE VOICE OF YOUR CLIENTS

Successful sales reps listen.

"There is so much you can learn when you just listen"

Sales reps love to talk and they only listening with the intent to answer versus listening with the intent to understand. As our prospect or client speaks we are already formulating the response in our heads, waiting for the moment to chime in, not hearing the full message.

Listening is the key to becoming a powerful sales rep inside the relationship economy. Developing excellent listening skills separates the good from the great. When you listen to your clients and prospects you uncover their pain points, their business goals, their personal data; all this to do one thing - strengthen the relationship.

When you don't listen you miss all the critical material to build a meaningful relationship.

In, 5 Proactive Paths Next Gen Sales Reps Use To Grow Their Sales Revenue, I refer to next gen sales reps developing a proactive sales strategy in order to gain net new business or cross sell solutions to existing clients. No proactive developmental sales strategy is a recipe for disaster.

The same can be said for listening. Sales reps must become proactive listeners. Only 13% of customers believe a sales person can understand their needs. If a sales rep doesn’t understand their prospect’s problems, issues or initiatives, how can they sell them a solution?

Ask questions learn about their needs, challenges and their pain points. Ask open-ended questions to get information, peel it back even more and probe for clarification. Summarize and repeat back what they've said to show you were listening and that you've accurately understood their business problem.

IT IS NOT ABOUT YOU!

It’s not about you, your company, your products nor your services. It’s about meeting your clients and prospects needs while adding value. Start paying more attention to them by building real authentic relationships. Soon you'll find out you no longer have a sales revenue problem to complain about.

The single most important factor in creating additional sales - become a relationship engineer. If you don’t engineer absolutely everything around your client, your client relationships will vanish right before your very eyes.

Don’t be just become another vendor, become a trusted advisor and advocate. You can do it!

I understand, I get where you all are coming from. Every day, I walk in your shoes. I am fully committed to helping your sales team integrate social aspects and modern strategies into your current sales process to grow new business. I want you to get results. This is why I am passionate about doing this the right way, the genuine way, the authentic way!

In 2016, I was recognized by ENX Magazine as, “The Difference Maker,” as someone who is making a difference inside the B2B office technology sector. I am passionate about helping sales reps succeed in creating their online brand image

You can find more advanced training material inside the Social Sales Academy website.

I appreciate getting the opportunity to share my LinkedIn stories. Integrating the use of LinkedIn was my “game-changer” in the highly competitive office technology world. With great pride I transform, challenge, coach and inspire sales teams to grow new business by helping them tell their story and communicate it out by integrating the use of social media. You can follow me on LinkedIn, Twitter, Social Sales Academy and on my podcast by clicking on Selling from the Heart.

Every year, I like to put some interesting tidbit about Christmas from other Countries around the world.

Austria Christmas

Austria shares many Christmas traditions with its neighbor Germany, but also has many special Christmas customs of its own.

During Advent, many families will have an Advent Wreath made from evergreen twigs and decorated with ribbons and four candles. On each of the four Sundays in Advent, a candle is lit and a carol or two might be sung!

Most towns will have a 'Christkindlmarkt' (Christmas market) from late November or early December, selling Christmas decorations, food (like gingerbread) and Glühwein (sweet, warm mulled wine). Cities like Vienna, Innsbruck and Salzburg have huge markets and people from all over the world visit them. You can read the entire "Christmas in Austria" here.

This blog will mark the tenth blog that I've posted over the years for "What I Want for Christmas" from Ricoh.  Over the years I've asked Ricoh to supply me with new products, and services that could help me sell more Ricoh stuff! That's all I want is some cool new stuff for Christmas.

My Ricoh Christmas Wish That Came True Last Year

Last year I posted the below thread, low and behold Ricoh came through with my gift request with the recent distribution of Ricoh Direct SMB accounts to dealers. Only problem was, I didn't get squat in NJ! Oh well, at least Ricoh came through with one of my Christmas wishes .

Thread from last year: "Xerox recently announced that they were going to migrate many existing Xerox Direct accounts their dealers. I think this would be an awesome gesture if Ricoh could do the same with their Direct accounts.  Can you make this happen?"

Some of my requests will be dups from last year because I really, really need them for fear of not having them.

What I Want From Ricoh for Christmas

• I want a 36 inch color wide format MFP that uses color toner, and none of the wishy washy clogging gel ink technology. More and more clients are asking for color for the AEC market.
• I want an automatic document feeder for all of our AEC wide format MFP's.  The thought of scanning one document at a time is archaic and we could bust the market wide open.  Heck if it can be done with a fax machine it can be done with wide format. Can I get it, can I?
• I double-DOG-dare ya to deliver us a digital color label press (ink or toner based).  Only 3% of the marketing is digitalized.
•  I want an official  Ricoh Color A4 MFP, with stapler, folder and five paper trays.
• Dadgummit!, Last year you didn't come through with my Christmas wish for creative scanning apps for our MFP's.  Fuhgeddaboud the copying apps,  no one uses them!
• Over the years I got to be quite a connoisseur of copiers. Can you please bring me a scanning app that will allow me to browse to any folder on the network from copier user interface.  Please!
• Ohhhh fuuudge! How about a bringing me a 24 inch wide format MFP?  You're offering a 24 inch version the of the MP CW2201 in Japan, why not bring it too me in the US?
• I want a simple exit tray with a jogger for all of our Production Print devices.  Many of my clients don't need a stapler since the binding work is done off-line.
• I want the Ricoh MP C5200S as a print device only.  No one copies anymore!

I'd like to take the time to thank all of our readers for the comments, the likes and the replies that have been posted in previous years. In addition, I'd like to wish everyone a Merry Christmas, Happy Holiday and have a tremendous healthy and Happy New Year!

PS, if you can think of anything else please post it in the reply section!

What I Want for Christmas from Ricoh 2016

What I Want for Christmas from Ricoh 2015

What I Want for Christmas from Ricoh 2014

What I Want for Christmas from Ricoh 2013

What I Want for Christmas from Ricoh 2012

What I Want for Christmas from Ricoh 2011

What I Want for Christmas from Ricoh 2008

What I Want for Christmas from Ricoh 2006

-=Good Selling=-

A great quote from the great orator and statesmen Ben Franklin.  As I stated in yesterdays blog, today was all about prepping for four appointments tomorrow.  

Back in the eighties,  copier sales people relied on their knowledge, demo skills and leading the client to the path of making a decision for buying or leasing that copy machine.  But, before the demonstration, we outlined what the clients needs were for each device.  For example the client required these features:

• stapling
• the ability to zoom reduction or enlargement to one tenth of one percent
• Excellent quality for pictures and knock outs
• Easy access for clearing mis-feeds

We then re-clarified these features with a question similar to this.  Mr. or Mrs. Demo, just to make sure I've got it correct your needs for a new copier are stapling, reduction & enlargement to one tenth of one percent, excellent quality and easy access to clear mis-feeds, is that correct?   Mr. or Mrs. Demo would answer that's right.

We would then offer up something like this, "If our copier meets all of our needs during the demo will it be possible to place your order with the completion of the demonstration?'  In most cases this will bring out an objection with that objection being price, because we have not discussed the pricing of the system yet.  The discussion would continue and sooner later pricing would be agreed by both parties.

It was then the time for the demonstration.  We never ever demonstrated every feature, we honed in on what the clients needs were and demonstrated that the copier would perform all of the actions.  Every time we showed a feature, we would then ask for a "yes" or agreement that the feature was acceptable.  One of the lines I remembered is to show the DM the copy and then to tell the DM to look at the a's, the e's and the o's.  Can you see how the small spaces are not filled in, isn't that excellent copy quality? You see what I'm getting at right?

It was more or less leading them down a path of saying "yes we need that or like that"  for every feature in order to get the final yes for the order.  Very rarely would you get a series of yes's and then get an objection or a no at the end. It was crucial to identify the clients needs, wants and pricing.

The reason for writing all of this is because most of use don't do or can't do demonstrations anymore.  Today, we need to lead the prospects down a verbal & visual path of what the copier can do for them.  Most clients today, want to reduce their costs, a few here and there may need to stop outsourcing wide format printing or scanning, others may have an old device on it's last legs.  It's our job to educate them on how our equipment can reduce there costs or improve productivity. 

Thus, my day was spent reviewing each of my clients needs. Most want to reduce costs. I then develop a series of spreadsheets or ppt's that will lead the client to a series of yes's.  Sales people today need to be able to paint a picture of the future and what happens when their product or service is in their office.

One of my other clients has a desperate need for capturing meter reads for each department and then automating the billing portion.  Much time was spent here creating those visuals which could paint the picture of the future once they were using the software

Prepping for those four accounts took almost the entire day. I also sent emails, received emails, did a few follow ups, and scheduled an appointment for Friday.

As to my possible production deal from yesterday, that was were I needed some concessions.  Well, let me not say anything at all at this point in time.

-=Good Selling=-

“In a business creation or it’s reinvention, It’s the Why the customer buys it that starts the business plan.”

Why should any company or industry reinvent themselves? A critical question for all businesses. Some will ask themselves this question long before others and create the answer for those competitors who waited. Too many waste time in the complacency of now, this complacency always demands justification on How something could be done different or modified and ignores the Why something needs to be different. These arguments of (how) take precedent over discoveries of why every time. Complacency will always put a shadow on why something different is needed. Reinventors or innovators look outside for answers to the why something needs modification they define through collaboration and imagination. Innovators or reinventors understand the importance of why what’s the reason for something new or something to be modified the answer will define the how.

I was standing out in front of my residence waiting on Alice the UBER driver to take me to the airport. As I stood there thinking how much I like UBER, I decided to change the conversation in my mind and think about why I didn’t like cabs anymore. It boils down to the experience. From the beginning of the engagement till the end I was informed and felt in control. The digital customer experience of UBER just kills the outdated multifaceted analog experience of the cab company. It’s the APP; it’s about getting the desired outcome with a simplicity which then becomes the better experience.  

 “You can be the vendor with the greatest relationships and lose to the new unknown competitor who delivers a better experience.”

I began to think does this quote apply to a service based business where the client and the vendor have a contracted relationship, or does it apply more towards the client-vendor relationship based on a call and pay as you go service relationship, like the Taxi industry?  I would guess that very few people had relationships with cab drivers, and quite frankly very few passengers have relationships with UBER or LYFT drivers. Is it this non-relationship between end-user and vendor which allowed the share ride model to expand beyond belief and challenge the Taxi, hospitality, technology, Retail, most all industries?

My answer is relationships in business will always be circumvented by a better experience regardless of the industry and regardless of the deliverable. Those who believe that their great relationship will persevere an obsolete experience or customer engagement are delusional. So, let’s determine the definition of an obsolete experience. First, don’t confuse bad customer service with a bad user experience. You can deliver a great customer experience and still deliver bad service as you can have the greatest customer service and deliver a terrible or completely outdated experience. Bad service will correct itself with discipline. However, a bad customer experience will only correct itself with a new business plan. Today customers what an experience in the means phase of achieving the outcomes they desire, customers what to acquire your products, or receive your services which aligns with their digital life.

 “Customer experience is determined at the intersection of the digital and physical worlds.”  

The Share Economy gave birth to many new organizations and gave opportunities for many legacy organizations to modify, to reinvent themselves. Ironically many saw the threat and wished it away, they complained about in courts, they stayed on the track to becoming obsolete and soon will realize they have arrived.

Whether the Innovator is building something new or the reinventor, who modifies to offer their current customer what the innovator created. The pioneers of the technology which built the sharing economy understood the power of the mobile hand-held device. These pioneers knew that the digital world was quickly merging with the physical world. The why for the innovators was simple. The customer has a device which could search, call, map, and execute payment for services. Building a platform allowing total control from the start to the end of the engagement would deliver the customer experience to the intersection where the digital and physical worlds meet.

The Taxi customer always had the device; the Taxi industry never asked why they should modify. The customer they picked up called them, waited blindly for the driver, the customer went to google maps to educate themselves on the distance of the ride, and the customer paid with a credit card when the ride was over in many cases the driver used a cell phone to complete the transaction (Square). If the Taxi Industry just ask why they should modify paid attention to the puzzle of their deliverable and then began collaborating with technology companies they would have discovered the how.  

So, all industries and all companies for that matter must ask themselves, why what they sell or how they service should modify to deliver a better customer experience. Why should the way your customers purchase and receive your products modify, or why should your service structure modify when you answer the why the how will begin to emerge. The caution is, the why is about what customers desire not what you desire.

In Closing;

“In the distance between the business plan and the business failure is where you find Stubbornness to Modify.”

R.J. Stasieczko       

Go ahead, ask me what I did on Friday of last week. For the life of me, I can't remember. I know that I worked,  just can't pin point what I did. 

Wait, wait, it's coming to me.  One of my to do items was the appointment I had in Shrewsbury for the two production systems.  This was the same client that I had scheduled earlier in the week but had to reschedule.  After a few back and forth texts with the client, we finally touched base about 4PM. My client expressed that he was on it way home and needed to get ready for the impeding snow storm. Yup, calling for 4-8 inches in New Jersey.  We both agreed that we would reschedule for Monday since we both had work to do at home to be ready for the snow.

The great snow storm was a fizzle, lucky if we got two inches from snow that fell for almost twelve hours.  Saturday, snow storm, I thought wow that can be a great day to do some research with my CRM.  Putting in a few hours of research and emails can get me a head start for next week.  Alas, my plan of digging into the CRM was dashed when I received a letter from the State of New Jersey (Department of Health). 

The letter had data I had been waiting for sixty years.  There it was, hanging out in the mail box just waiting to be opened.  There was a chance that the information I was in search of could be redacted.  Frak, I need to need to open that letter and at least I can get that information that my twin brother wanted for many years. 

That letter contained my unofficial birth certificate with the names of our birth parents. My name was listed as "A", I thought what the frak is "A", it then dawned on me that I was baby "A" and my twin brother was baby "B".  Anyway, after receiving that letter I spent most of the day searching on the internet for clues to learn more about my birth parents.

Wow, kinda glad, I got that out there.  I know we want to know about copiers, right?

Today, I only had one scheduled appointment and that was for the two production units.  I was in touch with the client via text about 8AM and we scheduled to meet about 3PM today.

The earlier part of my day was spent contacting most of my open opportunities and scheduling closing appointments and visits. I was able set four appointments for Wednesday, all of them closing appointments.  In addition I created a closing visit for another opportunity that I had visited on Friday.

It's now coming to me as to what I did on Friday! 

On Friday I had schedule five stops in, but before I went to them I stopped at a local bakery and bought 5 trays of cookies. Everyone loves cookies, right! Call or stop for a reason was the name of the game.  My reason for stopping in was just to deliver cookies and nothing else.  Turns out I was able to get a few minutes with two the decision makers.  I found that I lost a deal and not to the competition, the time was just not right for the client. Another client was on the edge and that's the one client that I scheduled another stop in for Wednesday of this week.

I thought, what can I offer that to the client that would help this client order on Wednesday?  What's going to give the client the best bang for the buck?  I decided that it was going to be the "no interest lease to own", coupled with a one year maintenance agreement and the opportunity to use Section 179 before the end of the year.  After about 30 minutes I developed the program flyer with all of the value points. It's a stretch, but I need to make things happen.

Ah, the last appointment of the day. I'd love to get into the details, however I know that I have competitors that read this blog. Let's put it this way, I can write the order this month if I can get two concessions from management.  I think there's a good chance to get these, but I want to get the approval on my side first for this $45k deal.

BTW, while I was leaving the office today, one of my peeps stated "Good Luck", I replied with "Luck is for Rabbits".

Tomorrow?  Just another phone day and prepping for Wednesday's appointments.

-=Good Selling=-

Just a few items that may be of interest.  In January we'll start publishing "This Week in the Copier Industry 15 Years Ago".  Yup we've got data going back 15 years now.  Should be interesting to look back on the last 15 years.

Enjoy these threads from ten years ago this week!

Weekend Copier Notes from 12/9/07