Learning from Experience

“Life is a succession of lessons which must be lived to be understood.”

– Ralph Waldo Emerson

sales-autopsy.jpgOn a recent airplane ride, I passed the time by reading “Sales Autopsy: 50 Postmortems Reveal What Killed the Sale,” by Dan Seidman. A very humorous book. And instructive. Humorous, because some of these tales of botched sales are truly “over the top” Instructive because we learn more from our mistakes that we can from our successes. And Seidman does a good job of deconstructing the tale of each lost sale and turning it into a “lessons learned” opportunity.

However… our natural tendency is to look at the mistakes that others make and to say either, “that could never happen to me,” or “there, but for the grace of God, go I.”

We can learn by studying the mistakes that others make. But we only advance when we candidly study our own behavior with the intention of seeking continuous improvement. Self-assessment leads to self-improvement. The key questions to ask ourselves are:

“What worked – and why did it work?”

“What didn’t work so well – and why not?”

“What can I do to prevent this from recurring?”

“What have I learned- and how can I incorporate this knowledge?”

Project managers are taught to conduct “post-mortem” meetings at the conclusion of each project. “What lessons did we learn during this project?” Project managers are trained to document these lessons learned so that future projects will benefit from this body of knowledge.

Within the first five minutes of each CSI: Las Vegas, New York or Miami episode we are inside the autopsy room. Most of the evidence that drives the investigation comes from an examination of the corpse. The clues are there. But we have to be trained to know what to look for. And skilled in how we apply that information.

The CSI team is trained not to jump to conclusions but rather to follow the evidence. Follow the same routine when you perform your sales autopsy. Examine the evidence. Follow it to the root. Find the real reason why you lost the sale.

You made the sale? Great! But, before you go off for a well-deserved celebration, stop…! Do a sales autopsy. Look for the clues. What steps did you land the sale? What questions did you ask? How well did you listen to the answers? What questions did you use to follow-up? How did you demonstrate the use of the product? What approach did you use in closing the sale?

What did you learn as a result? How will you ensure that you utilize these lessons learned in the future?

“Everyone thinks of changing the world, but no one thinks of changing himself.”

– Leo Tolstoy 

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The Video Does Not Lie

“Auditioning in a Video Resume” – that is the title of the article in yesterday’s NY Times. (Click here for access to the complete article.) Your resume on a video? Say it isn’t so! Today, I noticed that it was the most emailed article on the Times’ website. So, obviously, this strikes a nerve – and possibly gives people an edge on their competition.

Continue reading “The Video Does Not Lie” »

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Communications Boot Camp

“Performance feedback is not a synonym for criticism. It can be delivered without demoralizing the employee or breeding defensiveness.”

– DeAnne Rosenberg, Management Consultant

Last week, I had the opportunity to participate in a three-day workshop that helped me to assess and improve my communication skills. Prior to the workshop, I had a pretty high opinion of my presentation skills. Who was judging me? Certainly I was. And so was my audience. My evaluation sheets always showed very high marks. And yet, I felt that something was missing – that I could improve my delivery. But I couldn’t do it on my own. My ego wouldn’t allow it and I could not accurately critique myself. I needed a dispassionate observer – I needed a coach!

Continue reading “Communications Boot Camp” »

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Lifetime Learning

“If skills could be acquired just by watching, every dog would be a butcher.”

– Turkish proverb

Here is another “take-away” from the professional association conference that I attended last week in Tucson, AZ. Several of the sessions were devoted to establishing and maintaining your “Corporate Culture.” In the world of music products retailing, no one does this better than George Hines, the President of George’s Music – an eleven-store chain with locations in both Pennsylvania and Florida. George presented a session titled, “Company Culture & Success in an Ever-Changing Industry.”

Continue reading “Lifetime Learning” »

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The Best Career Advice – Ever!

“Don’t be irreplaceable.  If you can’t be replaced, you can’t be promoted.”

– Anonymous

Someday, I would like to meet Mr. or Ms. Anonymous.  All of that wisdom!  Such common sense!  They have clarity of thought and are direct in their communication.  I wonder where Mr. or Ms. Anonymous lives and works?  I really do want to meet them … and often, I think that I have!

Anonymous took their own advice here.  Rather than taking credit for saying something brilliant, they simply moved on – to a higher place – they got promoted.  They now belong to all of us – they have become the wisdom of the ages.  They are everywhere … always.

Within these two sentences, you will find the best career advice you could possibly gain.  Want to be a better manager?  Make yourself replaceable – learn to delegate.  Train your team members how to do the job that you used to do.  But, encourage them to try to do it better or differently.  Remember that you were promoted from being a staff member and made a manager.  Don’t continue to do the same tasks you did as a staff member.  Delegate.  Make yourself replaceable!

Want to get ahead in your career?  Make your boss replaceable.  Start solving their problems.  Don’t continue to bring them your problems, bring them possible solutions.  Let them see that they are replaceable – by you!  Let them move up a rung on the career ladder.  And if they are smart, they will bring you along with them on the journey up.  They will be your mentor.

And of course, since you are also smart, you are training, coaching and mentoring your own staff.  Striving to make yourself replaceable.  You are learning to delegate tasks and encouraging your staff to take chances learn how to solve problems by themselves.  You are their mentors.  You are building trust with those above you in rank, those below you in responsibility and those who work alongside you.

You are learning to become replaceable.  You are demonstrating that you deserve to be promoted.  You are building your career.

Good luck!  You deserve it.

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The Need for a Mentor

During the NAMM Show last month, one of the most requested topics for future seminars was “How Do I Fnd a Mentor?”  Indeed, this is a topic that many businesses and industries are requesting.

The January 28,2007 issue of Business Week Magazine has an article, “Mentoring Can Be Messy,” which states that more than 50% of the 500 largest businesses now offering mentoring programs.  This is up from merely 10% of large firms who offered this 5 years ago according to Mentium – a company who helps to establish these mentoring programs for business.

When there is a good fit between mentor and mentee (or protege) there are multiple benefits that can result.  But remember – this is a relationship.  And, like any relationship, it takes a certain amount of chemistry for it to click. To quote from the Business Week Article:

Ideally, both people know what they want out of the arrangement. “I haven't seen a real powerful relationship that didn't have specific goals,” says Kim Wise, the head of Mentor Resources. These might include learning how to manage a big project or several employees or a budget, or developing an expertise that makes a transfer more likely. And once any of that happens, it's usually time to move on, maybe to another mentor. The most successful of these relationships last no more than a year. 

Speaking from my own experience, the need for a mentor is crucial to your career development.  I have been fortunate to have found several mentors who helped me to move my career to the next level.  In each case, the mentor found me.  I did not seek them out specifically.  Each was caring, giving and confident.  They saw some potential in me once I entered their orbit and they pushed me to another level – a level that I did not even know existed.  They had confidence in my abilities and they pushed me forward – not telling me what to expect, but being behind me for support should I stumble.

For some good advice on finding a mentor, I searched the Business Week on line Archives and found an article from April 17, 2001:

Q: What advice would you give to a person who wants to find a mentor?
A:
Go into the relationship with realistic expectations and understand that a mentor is not going to solve all of your career problems, but should provide guidance and be available to be leaned on. Try to ask around the organization: Who has had a good track record of being a mentor? One thing we know is that people mentor for different reasons. Some do it for recognition and other incentives from the organization. Others just because they're altruistic. It follows that if you can identify people who want to help others, their motives may be more aligned with the protégés'.

And from the May 23, 2003 issue:

THE RIGHT FIT.  So our mentoring relationship has gelled, which is interesting, because at the beginning, I didn't know exactly what I wanted from it. Two years ago, when I met Rick, I only knew that the issues for Indigo Wild were becoming more complex, taxing my ability to make the best decisions.

Back then, however, I did sense there was a fit between Rick and me. While our companies would appear to have little in common — his is a laser-cartridge manufacturer, mine a maker of soaps and candles — we do, in fact, both take individual components, create products from those parts, and sell the products. In short, our procedures are similar — and Rick understood that.

Rick also took my business seriously, which hasn't always been the case with others. What, after all, could be more frou-frou than a maker of soaps and candles? Add a female founder and the perception takes hold of an entrepreneurial wannabe stirring soap over a stove with children underfoot. Nothing could be further from the truth. Indigo Wild is all about six full-time employees, 15 part-timers, and sales soaring into the seven digits. And Rick understood that, too.

SUMMING UP.  Whenever I think about what's in it for Rick to help me, I need to acknowledge that he isn't getting paid and isn't an investor in Indigo Wild. Thus, I conclude that he is simply one of those people with a heart of gold — and one of those entrepreneurs who truly enjoys helping others launch and expand their businesses.

Companies and industry associations can help to establish mentoring networks.  There are many individuals who “truly enjoy helping other to launch and expand their businesses,” and they live to serve.  Reach out to them and offer them the opportunity to help other people whom they have not yet met.  Understand that a mentoring relationship can not guarantee success.  Chemistry in a relationship can not be mandated.  But it can be “encouraged.”

Please share some of your mentoring stores with our readers – were you the mentor or the mentee?  How did it turn out?

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