Vast numbers of sales people sound like achievers in the office…but become deceivers in the market!

I was once asked by a speaker agency to run a focus group meeting with their clients. One of the key points made at the meeting was that most of the clients were tired of meeting speakers (recommended by the agency) who were ‘interesting to talk to in person’ at the briefing, and then ‘awful to listen to as presenters’ at the conference. What a time to find out that you hired a logical loser!

A lot of sales people suffer from this dual persona problem, meaning that they can ‘sound’ quite incisive in their views at sales meetings and social gatherings, and yet absolutely insipid when selling to customers and prospects. Obviously, the sufferers are unaware of their Jeckyll and Hyde condition, but they are not the only ones to suffer of course. The organization has hired and pays Mr Logic, who can’t make sales but who can explain in detail why he doesn’t, and the customers and prospects have to tolerate listening to Mr Loser with almost every sales person they hear on the phone or meet in person! This means that many companies continue to employ and pay sales people that have already been fired by the market.

As a young man, when I was promoted to the role of sales manager from the team I had been a part of, I spent time on the road with guys I had only ever spoken to at sales meetings. One of the team was an outspoken Scotsman who, when once asked by the previous sales manager how his week on a country trip had gone, replied ‘It wasn’t my fault.’ Anyway, I accompanied him on a sales call and I can’t ever recall having seen such a weak, embarrassing, time-wasting and unproductive ‘presentation’. He was the same on subsequent calls and then he actually lost his temper when a customer dared to criticise one of our products.

I recently worked for a franchise organization, and as you might expect the franchisor ‘promises’ via advertising that the service at each outlet will be excellent. It isn’t; in fact only about 10% of the franchisees are able to deliver service that gets close to the promises made…and none of the service promises are outlandish at all. Aside from sales people and franchisees, managers are also guilty of talking wisely and acting foolishly. One HR manager I was to work for, briefed me on what I was to cover in my presentation to the company’s sales staff, stressing that they must adopt a stronger commitment to service and teamwork in future. I then asked him if he would like me to email him a title for the presentation, supported by notes on what was to be covered, so that he could send this off to staff…and then they would know what the session would be all about. ‘No’, he said, ‘there’s no need to do that, it’s compulsory for them to attend.’ What a lovely service and teamwork commitment!

The GM of a steel company in NZ gave me his company card, pointing out the organization’s 8 key ‘values’ on the reverse of the card. After a few minutes I asked him which values were the most challenging to see in action. After thinking for a moment or two, he asked for the card back, so that he could remind himself what the values were! The president of an Australian cab association asked me to deliver the opening keynote presentation at their annual conference, and told me in no uncertain terms that I should stick closely to the meeting theme, which was ’IT’S TIME FOR US TO DO THINGS BETTER…NOW!’ I said that I agreed with the theme, and offered to explain how Corporate Cabs operate in NZ, which is a wonderful service. He asked me to explain and when I did he said ‘whatever you do, don’t mention that.’

When people visit my website they have an immediate opportunity to watch up to 4 brief video clips of me in various conference modes, such as speaker, trainer, MC and after-dinner humorist…and the obvious reason for this is to offer evidence of ‘actual performance’, as well as details of the various talks and services I provide. I hope you are as mindful as I am of the need to ‘perform’ in line with our promises, or to in fact exceed them. Many people opt to talk the walk, rather than walk the talk!