Top Executive Coaching with Tony Mayo

I assume that you already know and do not need to be convinced that:

• Your most profitable sales and easiest growth come from existing clients.¹
• Unhappy customers are 5-20 times more likely to tell others about their bad experience than satisfied customers are to spread good news.²

A simple, high-return method of learning from your happy and unhappy customers, of knowing your customers better while making them more loyal to you is to listen to them. Customers are people and people love being listened to.

There are many ways to do this. I hope your Read the rest of this entry »

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I hesitate to share the details of my first breakthrough in selling because I once thought I was the only salesperson with this problem and, to put it bluntly, the reason for the problem makes me look like a jerk. What follows may be of no use to you because you’re probably one of the people who learned this in kindergarten or before.

Years ago, my business was deteriorating fast for lack of customers. One of my suppliers offered to become my sales coach to get me through the slump. She was a very effective salesperson, so I eagerly agreed. She had me demonstrate my pitch (I was still doing pitches in those days, but that’s another story.). She then tried repeatedly to alter my approach. I kept missing the point and she kept trying to make it simpler and more basic, searching for some fundamental, common ground where we could meet and communicate. She was running out of ideas and we were both low on patience.

I sensed a shift as she willed herself back from the brink of exasperation. Phyllis relaxed her shoulders, leaned toward me, and said, brightly, in her most charming southern accent, “Tony, do you like people?”

I knew the right answer, but it is foolish to lie to your coach, so I replied, “No, Phyllis, mostly I don’t.”

She was astonished into a rare silence. She sank back into her chair for support and appraised me cautiously, as if confronting a strange and dangerous beast. “Tony,” she asked, “why Read the rest of this entry »

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Paying for performance seems like an all-purpose principal. Daniel Pink argues that it is not.

From TED: Career analyst Dan Pink examines the puzzle of motivation, starting with a fact that social scientists know but most managers don’t: Traditional rewards aren’t always as effective as we think. Listen for illuminating stories — and maybe, a way forward.

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On Killing:
The Psychological Cost of
Learning to Kill in War and Society

by Dave Grossman

Capsule Review

I read this book and I review it here not because of any particular interest in sanctioned killing, rather because of my interest in institutional means of getting people to do difficult yet important tasks. I train salespeople and other business leaders.

I first heard the author, Dave Grossman, on a radio interview promoting this book. I heard him say that that in the history of combat from Alexander the Great through World War II only about 15% of soldiers in battle were trying to kill the enemy. He’s not talking about the long administrative and logistical tail of the army. Only 15-20% of the people with guns or swords in their hands, who were facing a threatening enemy, were willing to kill that enemy. I know this is Read the rest of this entry »

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Sales — when done right — is more than a job. It is an art.

…

At its best, selling is taking a doubt and turning it, jujitsu style, into a powerful push. Selling is making the customer feel better about spending money — or investing it — than he would have felt by keeping his wallet zipped.

I have special memories of people who have sold brilliantly.

–Ben Stein
The Sales Profession –
Attention Must Still Be Paid
NYTimes.com

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Time Magazine has revealed that the Obama administration is still being advised by one of its crucial campaign resources, Professor Robert Cialdini.

“What if I told you a world-famous team of genius scientists, psychologists and economists wrote down the best techniques for GOTV [Get Out The Vote] scripting?!?! …”

[The script was written by] the Consortium of Behavioral Scientists, a secret advisory group of 29 of the nation’s leading behaviorists. The key guideline was a simple message: “A Record Turnout Is Expected.” That’s because studies by psychologist Robert Cialdini and other group members had found that the most powerful motivator for hotel guests to reuse towels, national-park visitors to stay on marked trails and citizens to vote is the suggestion that everyone is doing it. “People want to do what they think others will do,” says Cialdini, author of the best seller Influence. “The Obama campaign really got that.”

–Time Magazine
April 2, 2009
How Obama Is Using
the Science of Change

I have long admired and used Cialdini’s work. You can see my book review and the slides I used to teach it to MBA students here.

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