It’s in the Doing.

The most disempowering lies we tell ourselves every day start with when and if only.

When I get fully up to speed on everything this customer is doing, then I’ll be in a position to really kill it… If only I had a few more years seniority, I’ll bet they’d take my calls… When I get caught up and get past this crazy quarter, I’ll get my shit together… If only I studied harder and learned more, I’d have the confidence to really own that room.

While they sound a little different from one another, the commonality of these lies is how they make your actions – and your ultimate success – conditional on some kind of achievement or emotional change. It’s a transactional way to look at growth: only when I’ve paid enough or done enough to achieve some level of psychic investment can I take the actions that will make my situation better.

But this is crazy. In fact, it’s ass-backward.

Is your sales team describing instead of selling? You win business one serious, well-planned meeting at a time. Can your team do that? A strategic digital sales workshop with Doug Weaver and Upstream Group is easier and more cost-effective than you’d imagine. Reach out now. The consult is free.

You don’t develop a perfect outlook on fitness that leads you to the gym. You drag your butt out of bed and get on the elliptical and feel better for doing it. The belief and the feelings of confidence and well-being don’t precede the action… they are brought on by the action.

Sales reps don’t do better work because they are more confident. They are more confident because they do better work.

They don’t get in touch with their passion for a company or a project sitting on a mountaintop. Passion is the result of effort. Not its cause.

If you’re a manager, stop trying to manage what’s in the heads of your team members. It doesn’t matter and, in any case, you can’t know it or change it.  Base your conversations not on what your employees are thinking or feeling… focus instead on what they’re doing. My approach to training is centered on specific, discrete actions that sellers must take – building a client POV; identifying and writing out a problem you plan to solve for the client. It’s the doing of this work that makes the seller more valuable to his or her clients, more confident, and more versatile.

One of my long-ago bosses taught me a great lesson. After listening to our team telling one another all of our when and if only lies, he’d stand up and say, Well, it doesn’t sound like anything a good sales call won’t fix. And he was right.

As Spencer Tracy once said, It’s impossible to feel sad and useful at the same time. If you’re a seller, default to action. You will work yourself into the confidence, the passion and the state of mind you’ve so long wished for.

Show Me the Values!

Two weeks ago I was sitting on the runway in Orlando as my homeward-bound Jet Blue flight was about to taxi toward takeoff.   Like just about every other flight that hadn’t already been canceled that day on the Eastern seaboard, ours was a couple of hours late departing.  The lead flight attendant gets on the P.A. system and says something very close to:

“Ladies and Gentlemen, we know we’re late taking off, and even though it’s the weather and not something we caused, we’re  going to comp everybody’s movies for this flight.  We know you’ve all had a long day and we want it to end with something nice and relaxing.  And for those of you who were supposed to be on the Continental flight and ended up here, we don’t ever want you to go back.”

The mood on the flight — which could have been a rather dreary late evening affair — took an immediate upswing.  People joked and smiled and made eye contact.  They were noticeably brighter and more calm as the flight progressed.  And I’m writing about the experience today and several thousand business travelers are reading about it.  So what happened?  What enabled this relatively small act of kindness and allowed it to become a major brand statement?  Midflight, I went to the back of the plane and asked.  I wanted to know the policy that allowed a flight attendant to make such a call.

“We’re allowed to make almost any decision,” the flight attendant explained, “as long as we can justify it on the basis of one of the airline’s five core values:  Safety, Caring, Integrity, Fun or Passion.  If we can tie doing something back to one of these principles, the decision is going to be supported by the company.”  Now this not to say the John the flight attendant can spend his whole career comping movies or giving passengers free cocktails (“If I did it every flight, they’d probably sit me down and ask me why”) but the company is nonetheless sending him a powerful message:  “If you act in support of the values that really matter to our business, we want you to take risks in order to delight and care for our customers.”

Wow.  Such a simple concept really.  But how many of us put such a thing into practice with our own sales and support people.  We’ll spend days each month focusing on yield and sell-through and effective CPM and did we charge enough? or did we charge too much? But when is the last time we had a conversation with our front line sales and service people and deputized them to embody our values with their customers?

Don’t leave it up to HR or marketing to blend your values into some kind of a corporate-speak smoothie.  Sit down today with your sellers and do what Jet Blue did:  create a culture of delight by empowering your own people with the values that your business is built on.