How to Employ Leadership Fundamentals… or Falter

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StrategyDriven Management and Leadership ArticleReddit, the on-line bulletin board system that posts entertainment, social networking and news content, gained a high profile, attracted Rock Star investors and a $500 million valuation. Then, it executed several strategic moves with seemingly little communication and proceeded to churn its executive ranks through a revolving door.

In the process, Reddit upset nearly everyone; investors, employees and its fanatical community of users alike. Those users architected, for all intents and purposes, a coup de ‘tat that resulted in Interim CEO Ellen Pao’s departure.

There has been no shortage of prognosticators who have offered their own diagnosis and cure on this self-policed and user-directed site. The sacred cow has been Reddit’s free speech and privacy policies. How can the organization create guidelines for socially responsible submissions when some negative offshoots of free speech-extremism, sexism, hate mongering and vigilantism—threaten Reddit’s integrity?

While addressing the sacred cow, the company failed miserably to articulate its strategy and gain support for its direction. Confusion reigned. There appeared to be a thrash-about in several simultaneous directions. If you don’t know where you’re going, any road will take you there.

There’s been plenty of unsolicited advice on what to do. Here’s a piece of advice about how to do it. Advance your organization while leading from the front. Employ some leadership fundamentals. Your team and your user community will follow you up the hill, help you capture the enemy flag and celebrate victory with you. I look forward to the party.

First, to hatch a credible plan that has a daylight of a chance to succeed, gain the support of the people who must execute that plan. Collaborate with your people AND your user community. Team meetings, user advisory boards and a consensus approach might take a little time, but a plan concocted in a closet and then jammed down everyone’s throat didn’t work, did it? Share the vision and create a collective energy. You can’t do it alone.

Second, to kick off that game plan, a team must be completely aligned. With that collaborative effort behind you to hatch the plan, you’ve got a much better chance to get everyone on the boat rowing in the same direction. Get your team behind a few tangible goals. Common goals make for an aligned team. An aligned team makes for a focused, bold, impassioned execution.

Third, as you execute that plan, communicate like crazy. Heck, over-communicate. The world of social media is transparent. Make highly visible what you’re trying to accomplish and publicize your score card, what’s working and where you need help. Then pass the credit to those who made the contributions.

Reddit is now in the hands of CEO and returning co-founder Steve Huffman. Here’s the deal, Steve. You’re in a jam. You need to practice some leadership fundamentals. They’ll get you out of that jam. They might keep you out of a future jam to boot.

About the Author

Peter J. BoniPeter J. Boni is Managing Principal at Kedgeway, Inc and author of ALL HANDS ON DECK: Navigating Your Team Through Crises, Getting Your Organization Unstuck and Emerging Victorious (Career Press, 2015).

Diversity And Bias: How to Hear ‘Different’ People Differently

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We all recognize diversity is important yet difficult to attain. We recognize that with diversity we’re capable of creating all that’s possible; without diversity we limit who gets heard, who gets to lead, what knowledge we deem important, what we teach our children. Indeed, mis- and under representing categories of people cost an unimaginable price in money, possibilities, and life.

People much smarter than I have evaluated the high cost of the lack of diversity. But I’d like to offer a modest way to begin the process of overriding our biases: we can shift how we listen.

Biases Are Silent, Stealthy Executioners

While researching my new book (What? Did you really say what I think I heard?) I learned that the listening process involves 1. our ears collecting and funneling the sounds of words spoken, then 2. our brain (using our unique, cultural, and historic beliefs, values, rules, etc.) interprets meaning from the sounds.

Biases and assumptions occur when our brain notices ‘differences’ it deems ‘unsafe’ (judged against our status quo), causing automatic prejudice outside conscious awareness. I heard Malcom Gladwell, the noted author of Blink say in an interview that when tested for unconscious racial bias, his results revealed something like a 53% bias against African-Americans – and he’s half black. We end up living and thinking in bubbles of our own making. The ideas, the capability, the innovation that gets lost is unimaginable.

At a dinner party once a man at my table discussed what I knew to be a naïve idea in my area of expertise. I ‘kindly’ explained to him the error of his ways. He merely smiled. Afterwards I learned that I had been admonishing a Nobel Laureate (in a different field than mine). Had I known that, I might have listened to his ideas as merely different or even interesting. Ditto if he knew I was a noted expert on the topic. Maybe together we could have changed the world in a unique and wonderful way. Instead, we listened to the other with biased, judging, ego-filled ears. What would we each have needed to believe differently to be able to hear each other without restriction?

On another occasion my biases potentially kept the world from glorious music. Visiting an ill friend at a nursing home recently I chatted with the orderly on staff. Whatever he heard me say motivated him to ask me to mentor him. I’m embarrassed to admit I declined. Thankfully he persisted. I went to his place for a lovely dinner, serenaded by a CD of his wonderous compositions! I coached him going forward, to find funding to make his music available to the public. But I almost missed that opportunity because I immediately judged him negatively.

Listen Without Bias

Realizing a part of the problem in judging others as ‘different’ lies with how we interpret what we hear, we can take steps to recognize when we are judging, biasing, or assuming, and then supersede our brain’s natural tendencies and listen neutrally:

  • Enter conversations with a bias of listening for all that’s possible.
  • Notice when we begin hearing differences or an internal judgment, and return to concentrating on what’s really being meant.
  • When our internal voice begins judging, reducing, disparaging, or condemning, pose the question to your internal self: what would I hear if I only heard what this person wants to share with me?

It’s not easy, as our brains are neurologically designed to hear what keeps us comfortable. But if we can at least aspire to hearing what others have to share, we can be further along the path of diversity and avoiding limitations.

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.

To contact Sharon Drew at [email protected] or go to www.didihearyou.com to choose your favorite digital site to download your free book.

Who is the real decision maker? Find out or lose the sale.

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The prospect tells you, “I only need one more approval and the order is yours.”

For joy, for joy – the order is mine! – Eh, eh, eh – don’t celebrate too soon. The one last person needed to approve, is the real decision maker. The boss. The guy you were supposed to be talking to in the first place. The one person who can say “no,” and there’s no possibility of reversing it. Rut-row.

Throw some water on yourself, pal. This sale hangs by a thread – and what are you doing about it? Going home and bragging “it’s in the bag,” or saying over and over – “I hope I get it, I hope I get it?” Neither will work.

Here’s what to do: The words “I only need one more approval and the order is yours” must trigger your response to the prospect – “Great, when do we all meet?”

Get the prospect to agree to let you attend the final decision meeting.

If you’re not present when the last decision is made – odds are you will lose the final battle of the sales war without being able to fire one bullet.

Try this: (In a non-salesy, friendly way), say to the prospect, “I’m an expert at what I do, and, Mr. Jones, you’re an expert at what you do. Surely as you discuss our service, questions about productivity and profitability will arise. I’m sure you agree that the right information needs to be presented so that the most intelligent decision can be made, true? (get commitment)

And questions might arise about our service. I’d like to be there to answer questions about my expertise so you can make a decision that’s in the best interest of your business.” (If this fails, try adding on the phrase – “Pleeeeaaase, I’ll be your best friend.”)

If the prospect (customer) agrees to the meeting, he or she considers you a resource, a partner. They trust you. If they don’t agree to let you in the meeting – they just consider you a salesperson.

When others need to ‘final approve’ the deal, besides learning to know the buying process better, you must take these five action steps or the sale is in jeopardy…
1. Get the prospect’s personal approval. “Mr. Prospect, if it was just you, and you didn’t need to confer with anyone else, would you buy?” (The prospect will almost always say yes). Then ask, “Does this mean you’ll recommend our service to the others?” Get the prospect to endorse you and your service to the others, but don’t let him (or anyone) make your pitch for you.
2. Get on the prospect’s team. Begin to talk in terms of ‘we,’ ‘us,’ and ‘the team.’ By getting on the prospect’s team, you can get the prospect on your side of the sale.
3. Arrange a meeting with all decider’s. Do it any (ethical) way you have to.
4. Know the prime decider in advance. “Tell me a little bit about the others.” (Write down every characteristic). Try to get the personality traits of the other deciders.
5. Make your entire presentation again. You only have to do this if you want to make the sale. Otherwise just leave it to the prospect. He thinks he can handle it on his own, and will try his best to convince you of that.

If you think you can get around these five steps, think again. (It’s obvious you’re looking for shortcuts or you would have known the buying process in the first place.)

If you make the mistake of letting your prospect become a salesperson on your behalf (goes to the boss or group instead of you), you will lose. Most every time.

Here’s 2.5 ounces of prevention (for next time):
1. Qualify the decision maker as the ‘only’ by asking a seemingly innocent question at the beginning of your presentation – “Is there anyone else you work with (confer with, bounce things off of) on decisions (situations) like this?” The object is to find out if anyone else is involved in the decision BEFORE you make your presentation.
2. Prevent the situation from occurring by saying in your initial presentation: “If you’re interested in our ——-, when we’re finished, would it be possible to meet the CEO and chat about it?”
2.5 The most powerful qualifying question you can ask is (AND IT MUST BE ASKED EXACTLY THIS WAY): “Bill, how will this decision be made?” Bill will give you an answer. AND YOU FOLLOW UP WITH THE QUESTION: “Then what?” And Bill will begin to give you the saga about how the decision is really made. You ask “then what?” four or five times and PRESTO!, you’ll have the name of the real decision maker.

The number of sales you make will be in direct proportion to the number of actual decision-makers you sit in front of. The problem with most salespeople (not you of course) is that they are sitting in front of someone who has to ask their mommy or daddy if they can buy it or not.

Real salespeople sit in front of real decision-makers. How real are you?

About the Author

Jeffrey GitomerJeffrey 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].

Get the Yes: Winning Funding, RFPs, and Grants

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When we seek funding or respond to an RFP, our proposals meet the criteria requested, presenting well-positioned information to persuade the decision makers to choose us. But winners are chosen by some mysterious set of criteria not only unknown to us, but often unknown to them. I began thinking about this when a friend told me she was writing a grant proposal. With my systems-thinking brain I asked her:

  • How will they choose you over other worthy requests?
  • What personal and professional criteria will members of the funding team consider before dropping others to fund you instead?
  • How do political in-fighting or long-term client/colleague relationship preferences factor in to the decision process?
  • How does your request fit in with their annual strategic plan? The commitments to their funding sources?

She had no answers, but resolutely believed that importance of her mission would rule the day. She has a 10% success rate, even though in many instances she knows people on the committee. That means she wastes 90% of her valuable time. Her strong appeal, great writing, and the importance of her message are lost because the criteria of those who might fund her driven by more than merit.

Decision Makers Driven By Unconscious, Unstated Criteria

Unfortunately, there are no ready answers to the above questions, even if they are posed. Here’s why:

  1. There’s no ‘one’ person on the committee who can convey the personal and political communication patterns that are largely unstated.
  2. An outsider can never understand the non-verbal, implicit, historic criteria being applied that’s most likely different in each situation.
  3. The funding group itself doesn’t always have a consistent, conscious understanding of why it does what it does.
  4. The questions an outsider asks to ‘understand’ are biased, gleaning biased data – not to mention that Responder most likely isn’t speaking for the entire group.

Using conventional practices of submitting a well-written, compelling, and provocative grant or proposal, or making a professional presentation, it’s a crap shoot. But it’s possible to have more success by facilitating the decision makers through their unconscious, mysterious process and helping them recognize, before they begin, the issues they will need to address to succeed.

Case Study

My clients in large corporations (naively) believe they win on either price, relationship history, or quality/brand. Here’s a real story.

A global consulting client received an RFP from a Fortune 50 company – the company historically used Company X as their consulting provider. My client, delighted at the chance to win new business, assembled a large team to respond to the multimillion dollar RFP. When I asked them what’s stopping the Fortune 50 company from using Company X now, my client went silent. They called the Fortune 50 company and asked:

CONSULTING CO: What’s stopping you from using Company X again this time?

FORTUNE 50: Nothing. We’re going to use them again. We just needed a second bid.

True story. Since we now knew we wouldn’t win the RFP, we chose a different route. We offered a cover page and a couple of pages of Facilitative Questions [a new type of question I developed that enables Responders to assemble/recognize unconscious, systemic criteria – in this case, regarding implementation, buy-in/consensus, resistance issues that would be a natural fall-out from a project of this size]. We wrote a note:

“We are interested in winning your business, and we’ve included an overview of the types of services we provide. However, since you will be using Company X, we’ve decided not to respond to the RFP but instead offer you a real service. We’re sending along some important questions to answer before you begin your project to ensure a successful implementation. We hope you find these valuable. And if the time comes you would like to have a conversation around how we can serve you in projects such as these, we look forward to putting our best team together to help you be successful.”

I spent some time understanding the human systems that would show up during this project and formulated about 40 Facilitative Questions to help the client uncover answers to problems that would come up but were not included in the RFP, such as:

  • How will you know when you have assembled the appropriate group of people to give you the full set of correct data before you begin, to ensure you won’t use faulty or incomplete data moving forward?
  • What would you need to set up at the very beginning of the project to ensure continuing communication among all involved, at each stage of the project, to ensure there is no time or resource wastage due to insufficient information being circulated?

By answering these questions, the client would have 1. Knowledge of potential problem areas that didn’t show up on the RFP, 2. Knowledge that we knew how to achieve successful implementations, 3. Knowledge we were professional, focused on their success, and eager for the business. We didn’t hear back for two months. Then they called and hired my client because their chosen providers didn’t address any of the buy-in/consensus/resistance issues we highlighted, and they realized there would be costly (in the millions) implementation problems. My client won the business with no proposal, just the two pages of Facilitative Questions that helped their prospect put their ducks in a row and avoid potential problems.

Why Does Excellence To Occur?

  1. If you merely offer a good proposal or presentation, you will never know how funders or clients will choose you.
  2. Groups who send out RFPs or offer funding only offer data points of what they think they need. They, themselves, most likely don’t know the idiosyncratic values-based, personal criteria each decision member will use when a vote is taken.
  3. Groups sending out RPS or funding sources seeking clients to back don’t know all the consensus or implementation issues that will occur during the implementation.

It’s possible to override these problems by helping funders/clients recognize what they need with by teaching them how to uncover and manage the hidden issues necessary for excellence to occur with minimal disruption. To differentiate yourself, use the opportunity of seeking business (i.e. doing a presentation), funding, or responding to a proposal to show them you can help them address their systemic shifts and give them the knowledge that you are a knowledgeable partner.

For my clients, I have created a decision facilitation model (Buying Facilitation®) that produces about 30% more success with proposals and presentations. You can create your own consensus/implementation model to add to your proposals and presentations, so long as they include the ability to help the clients manage the steps they’ll need for 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.

To contact Sharon Drew at [email protected] or go to www.didihearyou.com to choose your favorite digital site to download your free book.

Face-to-face networking is still the key to connections.

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How important is face-to-face networking to sales, relationships, career, and success?

I asked my commercial insurance agent, John Cantrell, to give me a synopsis of his networking strategies. John has been a friend, client, and vendor for the past 22 years. Here are two important facts about John:
1. His insurance business has exploded with growth over the past 22 years.
2. He is a MAJOR business networker in Charlotte.

I wonder if these two facts are connected? (Hint: THEY ARE!)

I asked John to tell me what networking has meant to him and his business over the last 20 years. His immediate answer was, “It has been the foundation of my most valuable clients, friends, suppliers, and relationships!”

Here’s the background of how to succeed as a local business networker from arguably the toughest sales category on the planet: insurance.

Here is John’s story and tips in his own words:
When I started in the insurance business, the first things I did was join the Charlotte Chamber. I started in the insurance business in 1993 as a fresh graduate from East Carolina with a finance degree. My dad gave me an opportunity, a desk, a chair, and a salary with a declining scale. He wasn’t going to throw me into the 10 foot deep water immediately, but he did make the impact known that I had to learn how to eat what I kill.

Shortly after joining the Chamber, I was a little discouraged. One of my best friends, Richard Herd, and I were talking one day about me not continuing to participate in the Chamber. It was about six months after my joining and he said, “just stick it out, get involved, get on some committees, and see what happens after a year. If you don’t like it, I’ll pay for your membership.”
Little did I know that 20 years later some of the people that I met then would be my best friends and longest term clients. People like Richard Herd, Jeffrey Gitomer, Michael Meehan, Eileen Covington.

Here is John’s networking and leadership history in the Charlotte Chamber:

  1. Business Growth Network. Served on committees welcoming new members and meeting other small business owners.
  2. Entrepreneur of the Year Awards. Committee Member and Chair for three years. Involved in selecting, interviewing, and running the event held at the Convention Center.
  3. Charlotte Chamber Business Owner Peer Group. For five years he met monthly with non-competing business owners to discuss business problems. How to hire, fire, train, and market business.
  4. Chamber New Member Orientation. For two years he chaired and led a monthly meeting to explain how the Chamber works for new members.
  5. Charlotte Area Councils. John has been involved in this for ten years and he’s still active at the monthly lunch meetings where they bring in a speaker and offer time to network.
  6. Business After Hours. Cocktails after work with other business professionals at different venues around town. Great way to keep friendships current.
  7. Charlotte Chamber Board of Advisor. A higher level membership that attracts more of the high-level business owners and managers.

John says, “It’s about the developing core networking places and participating, getting involved, and establishing a leadership position. But, everyone is different. Some people are morning people, and some are night owls. Work at your best system and process that lets you get the most done in the time that you dedicate to networking.”

Here are John’s other core networking groups described in his own words:
Rotary. I have been in Rotary clubs since 1997, where I was the founder of Mecklenburg South Rotary. Rotary has been a great organization to participate in. It is not a sales networking organization. It is a service club that gives you the opportunity to meet and network with others.
Leads groups. I have been in numerous different groups that have differing levels of success. One of the best things that you can do in those is use it as opportunities to build relationships with people that you trust and value and work in similar circles as you do.

NOTE FROM JOHN TO NEWCOMERS: When you are brand-new in the sales world, you don’t have a lot of things filling your calendar. Fill it with networking events and Chamber events. Fill it with opportunities to meet and build your network of people. The best strategy is to help them achieve the things they’re trying to achieve. Pay it forward and you’ll always get paid back.

NOTE FROM JEFFREY: Thank you John for providing your personal achievements. You are a model networker. I hope many other salespeople and businesspeople will follow your path.

About the Author

Jeffrey GitomerJeffrey 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].