Change Management Archives

What do you do when workplace ‘change’ happens?

March 2, 2015/in Change Management, Practices for Professionals/by Jeffrey Gitomer

For most people, ‘change’ is a mixture of what was, what used to be, what is present, what I’m being faced with now, what I believe the future holds, and what I have to change to face that future.

In short, how does this change affect me, my family, my lifestyle, and my position?

That’s a hell of a lot to think about, and that’s why change is so perplexing, so resisted, and often so fought against.

The answer to this age-old problem was discovered more than a thousand years ago and has been hidden. When Socrates said, “The secret of change is to focus all of your energy, not on fighting the old, but on building the new” he was giving you (and me) the wisdom of his ages, and a thousand years later it is still wisdom of our ages.

SOCRATES REALITY INTERPRETATION: The more you can concentrate your thoughts and actions on what will be tomorrow, the easier it will be for you to accept today, adapt to today, and the less likely you are to dwell on what was.

GITOMER INTERPRETATION: Add ‘forward’ to the word ‘change’ and when something changes, think, CHANGE FORWARD.

Known as ‘drinking fountain conversation’ or ‘pity parties,’ many people, not you of course, spend 74% or more of their time griping, whining, blaming, and lamenting any sort of change. None of these elements will productively move you forward as a person, and all of these elements will keep your mind closed to what your new potential or opportunity might be.

Just so we’re clear, there are 3 predominant types of change to deal with:

Business or career change – which could also affect revenue.
Family change – both positive and negative. We have a new child. I’m getting a divorce. My mother died. I’m getting married.
Personal change – which can be affected by business and family changes, but can also be an issue relating to neither. Think: health and finances.

In order to effectively deal with any change in your life, I recommend that you take a different perspective on looking at it. Mine has always been to look at the circumstance and call it opportunity rather than call it change. That automatically makes you look towards the future. That automatically makes you look at what could be positive. And that automatically, points you in a direction of forward to what’s next, rather than backward to what was. In other words: Change forward.

When I say ‘opportunity’ you immediately think of something good, and subliminally in your mind, you might think, “How can I best take advantage of this opportunity?” rather than thinking, “oh crap the sky has fallen.”

AUTHOR’S NOTE: Having a five-year-old child in my life has awakened me to kid’s movies and their lessons. I recommend that each of you go out and buy or rent the movie Chicken Little. It’s a great lesson and will help you come to the conclusion that the sky is not falling. (I only watch kids movies now. Big lessons.)

The next action is for you to identify what the opportunity is, in writing. When you write things down, clarity almost immediately occurs. Writing down what happened will help you understand why it happened and no matter if that why was good or bad, it is now the new reality. Once you’ve identified the history, you have to list at least a dozen good things that can happen as a result of it. The first few will be hard. Especially if there’s any anger or fear attached to your change.

Identifying the opportunities will begin to calm you down and help you realize that with a combination of hope, attitude, and hard work, things will get better.

They did for me. I gave myself permission to move on and move forward. No matter what the change is, keep your eyes and mind open to the opportunity, and keep the faith in yourself.

Don’t fear change, change forward.

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

About the Author

Jeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].

It’s The Consensus, Stupid*

July 10, 2014/in Change Management, Marketing & Sales/by Sharon Drew Morgen

Buying decisions happen well before buyers consider your solution regardless of their need or the efficacy of your solution, marketing, or content. In fact, a purchase is the very last thing that occurs in a string of events buyers must handle as they seek to solve a business problem.

One of the first things they must do is assemble the complete Buying Decision Team to garner the consensus necessary for change. Studies from the CEB show that a Buying Decision Team includes approximately 6 decision makers and untold influencers who must achieve consensus before considering how to resolve their problem, whether it’s a purchase or another fix. Let’s look at this from 3 angles:

Buyers don’t initially know who belongs on the Buying Decision Team. The time it takes them to assemble the right people and hear their voices around fixing a business problem is part of the buying decision path. These issues are political, systemic, relational – not focused on need. We are not facilitating the assembly of the team.
An external solution is considered only when there is consensus that an internal problem can’t be resolved with familiar resources. We are not facilitating the systemic discovery process that has little to do with our solution.
An external fix causes disruption. It’s necessary to have consensus as to when, if, or how to bring in a new solution so disruption can be either avoided or planned for. We are not facilitating consensus as it’s unique and systemic.
Any solution – internal change or an external purchase – must address the change management issues that result from anything new entering the status quo. We are not facilitating change but merely offering content on what might be a solution.

Content Is Not King

Content is merely one way the decision makers and influencers can learn about possible solutions when they are ready to begin thinking about options. Other solutions being considered include internal workarounds that will manage the problems more simply. A purchase is merely the very last thing buyers consider. We are limiting our success to a small segment of opportunity and should be facilitating decisions point before pushing solutions.

We can facilitate a buyer’s consensus from sales, marketing, and social, but not with the current sales or marketing models. Add Buying Facilitation^® to your sales and marketing and enter earlier by first helping facilitate consensus. It’s not sales, nor is it solution driven – it’s a change facilitation model. But buyers have to do it with you or without you. It might as well be with you. And THEN you can sell your solution.

*Thanks to Bill Clinton: “It’s the Economy, Stupid.”

About the Author

Sharon Drew Morgen is founder of Morgen Facilitations, Inc. (www.newsalesparadigm.com). She is the visionary behind Buying Facilitation^®, the decision facilitation model that enables people to change with integrity. A pioneer who has spoken about, written about, and taught the skills to help buyers buy, she is the author of the acclaimed New York Times Business Bestseller Selling with Integrity and Dirty Little Secrets: Why buyers can’t buy and sellers can’t sell and what you can do about it.

Contact Sharon Drew at [email protected] and add her Buying Facilitation^® model to your sales or marketing solutions. Then you can influence the entire decision path, not just the back end.

Help Buyers Buy: Facilitate The Buy Path, Then Sell

June 25, 2014/in Change Management, Marketing & Sales/by Sharon Drew Morgen

Your solution is the last thing a buyer needs. Literally.

The sales model is a solution placement model. It does a fine job assessing needs, pitching, presenting, and placing solutions. Yet we close no more than 7% of prospects from first call, spend huge amounts of money creating presentations, sites, and marketing materials bring that in a fraction of the business they were designed to, spend inordinate amounts of resource responding to RFPs that fail, and attempting to make appointments with prospects who either reject us or don’t buy. We waste at least 90% of a sales professional’s time. As a result we hire more people and set our budgets accordingly.

We have great solutions. Our sales folks are professionals. What’s the problem?

The problem is that buyers don’t buy the way we sell. In fact, a purchase is the last step buyers take along their buy path, and we sit and wait for them to traverse their steps without having the proper skills to influence their journey from the start.

A Buying Decision is a Change Management Problem

To understand how buyers buy, we must understand systems and change. Buying anything, from a shirt to a company, a training program or a piece of software, is a change management activity. Something that has existed, and worked well-enough for a period of time, will be replaced by a relatively unknown entity. Change. And change is systemic: anything that touches the new element will be affected in an unknown way and potentially mess up the system. And systems won’t abide by disruption; we learned that in 6th grade chemistry.

Like all of us, buyers live in systems; everything within them chugs along together like a set of gears so the system remains stable. Stability – the status quo – gets maintained with rules and processes and job descriptions and relationships. Whatever doesn’t fit within the system gets chucked out because the system is sacrosanct. When there is a problem, the system creates workarounds so it can continue functioning; the problem then becomes part of the tapestry of the system. Only when there is no other option will the buyer face the potential disruption of bringing in something that is outside the system.

In order for buyers to buy and be willing to have something foreign enter their system, they need to first manage systemic change: they must get buy-in for the change, design new rules or roles, replace the old solution in a way that insures equilibrium is maintained, and last but not least, involve the managers, department heads, and sundry people who will touch the ultimate solution – folks not necessarily direct stakeholders or decision makers, but folks whose jobs will be effected by the change. Without managing this change, they will buy nothing, regardless of their need or the efficacy of your solution.

A buying decision is a systems problem. And sales acts as if the buyer’s problem were an isolated event.

Buying Includes a 13 Step Buy-in Change Process

There are unique change management issues that must be addressed before a purchase can occur. Indeed: until there is a clear path to change, there is no way to even know who is a prospect; before every appropriate voice is assembled and heard, there is no way to define a need. As outsiders focused on placing solutions, we have no ability to enter into the buyer’s environment and facilitate these activities because they are idiosyncratic and personal. And the time it takes them to figure out how to manage the backend change is the length of the sales cycle.

We’re currently entering at the end of the decision path: the very last thing a buyer needs is your solution. The last thing. But we can enter earlier. Here’s what we should be facilitating that is currently outside our purview and skill sets:

1. All – ALL – who will touch the new solution must have their voices heard. Usually it takes buyers a while to understand who must be included on the Buying Decision Team. In a small sale, it’s easier than a larger sale, but the process is the same.

It’s possible to facilitate our buyers in both assembling the full Buying Decision Team on the first or second call, and their discovery of the types of systems change they would need to address. They have to do this anyway: helping them speeds up the buying process and gets everyone at the table for an appointment.

2. Before a purchase, every element that would be disrupted needs to know how to compensate for change: tech folks must figure out their new scheduling or find outsourced support; sales and marketing must have a unified strategy to share budget; HR must get the right groups together, etc. It’s unique in each situation, although totally independent of need.
Sellers can use a facilitation model to navigate buyers through their change before they sell, so all areas that will be affected will know how to manage the change and be ready to buy. This speeds up the sales cycles and makes the seller a part of the Team.

9 out of the 13 steps in a buying decision involve systems change and include idiosyncratic, historic, and personal activities. Using only the sales model or marketing, a seller has no place at the table until it’s time to choose a solution. But we’re missing great opportunities to become real relationship managers and trusted advisors and suffering much longer sales cycles than necessary.

Use Buying Facilitation^® with Sales

Selling and buying are two different activities. Change the way you are entering. Stop:

pitching, presenting, or discussing solutions before buyers have defined their route to change;
trying to get an appointment until the entire Buying Decision Team is assembled;
assuming because you’ve spoken to one or two people there is a need;
assuming that because there’s a need it’s a prospect;
basing your sale on your solution;
basing your sale on price (it has nothing to do with anything).

Instead, before selling:

facilitate excellence and buy-in, from the first call with the gatekeeper;
be a neutral navigator throughout the steps of change;
help assemble the complete Buying Decision Team (even for a small sale) with you on it;
recognize when a system cannot change and when it’s no longer a prospect (it’s got nothing to do with needing your solution).

Buyers don’t need you: they need to solve a business problem. And the business problem involves more of a solution than just your product. It’s time to help buyer’s buy.

About the Author

Sharon Drew Morgen is founder of Morgen Facilitations, Inc. (www.newsalesparadigm.com). She is the visionary behind Buying Facilitation^®, the decision facilitation model that enables people to change with integrity. A pioneer who has spoken about, written about, and taught the skills to help buyers buy, she is the author of the acclaimed New York Times Business Bestseller Selling with Integrity and Dirty Little Secrets: Why buyers can’t buy and sellers can’t sell and what you can do about it.

Need help developing content, tools, training or questions that will enable a buyer’s buying decision process? A speaker at your next conference? Contact Sharon Drew at [email protected] or visit her website: www.buyingfacilitation.com.

How Sales, Marketing and Social Can Facilitate the Decision Path

May 28, 2014/in Change Management, Marketing & Sales/by Sharon Drew Morgan

Sales, marketing, and social marketing attempt to place solutions and create relationships by supplying great content, discovering likely prospects, and creating trust. Unfortunately sellers end up closing a small fraction – less than 5 percent – of those they reach, and marketers and social end up wasting a lot of time and don’t often meet their goals. What’s causing our failure? And is there one solution that can enhance all?

Problems with Our Current Thinking

Here’s a bit of flawed thinking that exacerbates the problems:

Sellers believe prospects are folks who SHOULD buy rather than those who WILL buy. It’s possible to know very early if the prospect CAN buy;
Marketers believe that content is king, that offering the right content at the right time enables a buying decision. But we don’t know the role the reader plays on the Buying Decision Team, how or when the content is being used, and if it’s making a difference in the buying decision (i.e. it might be just a resource);
Social believes that by engaging in relationships over time and developing trust, followers will come back when they are ready. But because we can’t know their decision path, or associates who need to buy-in to any change, or internal political issues, we can’t know if we are spending time wisely.

We can facilitate the buying decision and create more success with followers by employing different thinking to save us from:

Merely guessing at, or manipulating, our results without knowing our true outcomes;
Wasting time assuming if we play nice or offer good content people will buy or take action;
Neglecting actions we can take to facilitate the decision steps buyers and followers take before they are ready to make a choice.

Let’s look at some new thinking to add to what we’re successfully doing.

What I Learned in the Trenches

We overlook the myriad of things that buyers and followers must contend with outside of the purview of the solution, need, or relationship:

People have complicated issues to handle before they can buy or change;
Figuring out the full complement of people to include in any purchase or change decision is complex. Each participant brings their unique criteria into the mix;
Given politics, internal relationship issues, history and future, it’s challenging to get buy-in from everyone involved with the final solution, yet the buy-in is necessary to ensure the status quo doesn’t implode with a new purchase or change.

When I started up my tech company in London in the 80s I realized the problem: as a buyer, my direct needs were often superseded by the social, political, organizational, and relational considerations I had to manage. When sellers came to pitch they understood my need and gave fine pitches but had no way to handle the fights I was having with the Board, or the issues the distributor was having with my solutions. Nor did anyone even try.

The sales model, I realized, was not designed facilitate the behind-the-scenes non-need-related issues I had to manage before I could consider buying anything. I then developed Buying Facilitation^® to add to the front end of the sales model. My own sales team used it as a front-end to our sales process by first navigating buyers through their change management issues – buyers must do that anyway so we facilitated the stages and steps instead of sitting and waiting for the time it took them to figure it out on their own. That way we got onto the Buying Decision Team early and became great relationship managers. Our sales tripled and the time to close was reduced by two thirds.

The takeaway here for marketers and social is the recognition that we are largely ignoring the hidden, systemic issues going on that are not available to outsiders yet fundamental for any change to happen. That is our Achilles Heel.

What’s the Role of Change Management?

Buyers and followers don’t know their journey to change when they begin and hence take longer than necessary. But we can help them, and make our value proposition our ability to be their GPS.
There are two elements of the Buying Facilitation^® model that can be added to create a ‘pull’ that’s change- and decision-focused.

Listen for systems: instead of coding, noticing, tracking details that will help us guess at who’s reading, who’s a decision maker, where they might be in their sales cycle, etc. let’s begin listening for, and designing, tools to facilitate the movement along the decision path that change decisions goes through; let’s ensure the right people are all involved (some not so obvious) and address consensus-building. We now listen for what we want to hear rather than listening for issues with decision making, change or choice.
Use Facilitative Questions: instead of waiting until they do this on their own, Facilitative Questions guide people through their buy-in and change management issues (necessary for both small purchases and large solutions) and facilitate the trajectory through their steps. Facilitative Questions are a type of criteria-recognition and choice format I developed.

It’s possible to develop assessments, questionnaires, intelligent contact sheets, CRM tools that provide the capability to lead buyers and followers through the steps they must take, send out just the appropriate data at the right point in the cycle, and facilitate the consensus and buy-in as they ready themselves for change. We can add these to the sales, marketing, and social models to truly serve our buyers and followers and close more. It will be an addition, and the results will stronger relationships and more conversions.

About the Author

Sharon Drew Morgen is founder of Morgen Facilitations, Inc. (www.newsalesparadigm.com). She is the visionary behind Buying Facilitation^®, the decision facilitation model that enables people to change with integrity. A pioneer who has spoken about, written about, and taught the skills to help buyers buy, she is the author of the acclaimed New York Times Business Bestseller Selling with Integrity and Dirty Little Secrets: Why buyers can’t buy and sellers can’t sell and what you can do about it.

Need help developing content, tools, training or questions that will enable a buyer’s buying decision process? A speaker at your next conference? Contact Sharon Drew at [email protected] or visit her website: www.buyingfacilitation.com.

Do you want to push your solution? Or implement creative, collaborative change?

March 5, 2014/in Business Communications, Change Management/by Sharon Drew Morgan

Here’s a scenario: as you’re just leaving the house one morning your spouse says to you:

“I think we need to move.”

Huh! How interesting! You tell her you’ll continue the conversation when you get home, and go out the door. On your way home, you see a terrific house with a ‘For Sale’ sign on it, and you buy it. You arrive home with great news:

“Honey! I just bought us a new house! We can move next week!”

What’s wrong with this story? The problem isn’t the house. In fact, it might even be the best solution. But that’s not the point. And in fact you have no idea if it might be the best solution or not. You haven’t discussed or agreed on how, if, when, why you would move, or how to factor in all of the elements that must be included in any decision to make a change.

Do you know your spouse’s criteria around a move? Do you need to be in agreement to move forward with any decisions or action? Is there some piece of information your spouse needs to share that you are unaware of that is driving the need to make a change and has been hidden from you until now?
What is the commensurate level of involvement for everyone on the Decision Team (i.e. family members in this case)? How will their level of involvement bias the outcome/need or where/if/when a move is necessary? What if there are several competing factors – i.e. is nearness to a school vs closeness to a job?
What issues would need to be agreed upon for a solution to get group consensus and buy-in?
What does the housing market look like for the sale of your house? How much is it worth and how much could you spend on a new one? What would be the time factor?

In sales, coaching, change implementations, or negotiating, the focus has been on ‘the house’. And you end up with resistance, delayed sales cycles, implementations studded with costly errors and insufficient data, regardless of the efficacy of your solution. A description of the house is the very last thing you need.

To have greater success, you’d need to begin your initiative – whether it’s sales, change management, leadership, or negotiation – by facilitating the components of systemic change first. Here’s a rule:

Until or unless everyone and everything that will touch the final solution agrees to a change, knows how to adapt congruently, and adds their two cents, they cannot buy/change.

The solution is the very last thing to take into account. Until the above happens, you might end up with the wrong house, in the wrong neighborhood, at the wrong price, with the wrong number of bedrooms. It’s not about the house.

There is no need for long sales cycles, resistance, or faulty implementations so long as you add a facilitation capability to your initiatives. Let’s start a conversation and discuss your failed initiatives, and between us, figure out new ways to have greater success.

About the Author

Sharon Drew Morgen is founder of Morgen Facilitations, Inc. (www.newsalesparadigm.com). She is the visionary behind Buying Facilitation^®, the decision facilitation model that enables people to change with integrity. A pioneer who has spoken about, written about, and taught the skills to help buyers buy, she is the author of the acclaimed New York Times Business Bestseller Selling with Integrity and Dirty Little Secrets: Why buyers can’t buy and sellers can’t sell and what you can do about it.

Want to enhance your or your team’s listening skills? Contact Sharon Drew at [email protected]. Learn about her training programs and speaking topics at www.buyingfacilitation.com.