Overcoming Customer Objections

Overcoming objections can be a terrifying thing for many in business. Salespeople are often taught to look for objections so they can "overcome" them; however, this process can still be scary.

Steve Marr had this to say in a recent article:

Many business owners are reluctant to address possible objections, fearing they are just opening a can of worms. In reality, customers will have one or more objections, and by ignoring the objections, we are just being naïve. And we are losing sales.

In the early days of the ship cruising industry, many perspective passengers were concerned with becoming seasick. Rather than ignoring the concern, many cruise lines marketed the fact that ships were outfitted with stabilizers, even citing the fact that new cruise liners were not the troop transport ships of the 1940s that sickened many troops crossing the ocean. Furthermore, brochures explained how Dramamine skin patches would help those susceptible to motion sickness. By addressing the issue straight on, many more bookings were achieved.

King Solomon said, “He who gives the right answer kisses the lips” (Proverbs 24:26 NKJ). Part of our job is to anticipate customer questions and then give the right answers. That is, indeed, a very sweet thing!

To read the rest of the article, go here.

No Need for Separation of Church and Chicken

Rachel Brady writes about a man and a company I have deep respect for, Truett Cathy and Chick-fil-a:

Nearly every Sunday, I subconsciously sabotage myself into the misery of an unsatisfied craving for Chick-fil-a.

Since the dine-in Chick-fil-a opened on Patteson Drive last year, I've actually shown up in the empty parking lot. Twice. But I should have known better. Anyone who knows of the fast-food chain and its chickeny goodness also knows of its affiliation with the Christian faith.

Specifically, the corporation's mission statement pledges to ''glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come in contact with Chick-fil-a.''

Founder S. Truett Cathy is a devout Southern Baptist, and so in accordance with his beliefs and the company's mission statement, all Chick-fil-a locations are closed on Sunday, the Christian Sabbath. Monday through Saturday, those who dine in get an earful of God's glory, as the restaurant always has Christian-themed pop-sounding music wafting on the breeze alongside the alluring smells of chicken and waffle fries.

Normally, when aspects of the Christian faith -- or any religion -- are thrust into my life without invitation, I get a little bit cranky.

I'm old enough and smart enough now that if I wanted to be converted to your religion, I'd have figured it out by now. So when a Jehovah's witness shows up on my doorstep, I politely turn down the offers for conversation/conversion. And when an old guy in a suit jacket tries to hand me a tiny Bible, I politely decline. All the while, I'm miffed that someone out there thinks they know just exactly ''what's missing'' in my life.

Somehow, though, Chick-fil-a has gotten it right. No one from the corporation is beating down any doors for converts, and they don't distribute printed materials about faith or damnation while you eat.

What they will actually do while you eat, though, is refill your drink, dump your tray or even just carry on a polite conversation.

The people of Chick-fil-a have taken an essential part of Christianity -- the Golden Rule of treating others as you would like to be treated -- and they've made it their mantra. And they're not preachy or pushy; they're just polite.

It's refreshing to see people who are most happy to display their religion by example rather than through radical, alienating evangelism.

Most people don't want to be approached by strangers about how they may be living their lives in sin.

Most people don't feel like divulging personal secrets and entrusting their spiritual lives to people they've never even met. Most of us just need to be permitted to live our lives and learn our own lessons. And some of us, along the way, want to eat some chicken.

So Chick-fil-a is, all-around, the purveyor of good news that all Christians should be. If you want a tasty chicken sandwich, there's no need to worry about choking down a lesson on moral values with it. Chick-fil-a exhibits its Christian values with its excellent service, and that's that.

The other things -- the ''no business on Sunday'' rule, the music and the occasional Veggie Tales kid's meal toy -- are mere peripherals which have no real effect on any consumer. The Christianity is offered, though unspoken, and there are no hard feelings if you leave it rather than take it.

If you've never experienced the service at Chick-fil-a, I urge you to do so. You'll find that everything you ask for is someone's pleasure to provide to you. The entire experience is simply delicious.

Here, have some chicken. Fries? My pleasure. Dipping sauce? Of course. How about some salvation through Jesus Christ? No? All right, well, have a nice day.

And you're on your way.

So when Sunday rolls around and I'm jonesin' for some chicken strips and waffle fries, I do my best to shrug the craving off. Each time I realize my Sunday craving just isn't meant to be satiated, I gain a little respect for the place, despite my empty stomach.

Invaded

Be self-controlled and alert. Your enemy the devil prowls around like a roaring lion looking for someone to devour. 1 Peter 5:8

Let the record show that we have not seen any lions, but...

Last night my niece shouted that we had something moving in the yard of the chalet we are staying in and we rushed out to see a large black bear approaching our garbage cans. This is the third bear we have seen this trip.

We also have had some raccoons in the attic - and large ones at that based on the sounds they've been making.

It has been an awesome week in the Smokies, although I feel as if we are being invaded. Much like our everyday lives when the enemy throws obstacles in our path to knock us off course. In spite of this, remember the plans God promises for you: ...plans to prosper you and not to harm you, plans to give you a hope and a future. (Jeremiah: 29:11b).

It's all Good

And we know that in all things God works for the good of those who love Him, who have been called according to His purpose.

Romans 8:28

A couple of days ago I told you I twisted my ankle on a hike in the Smokies. I have taken a couple of awesome hikes since then - today to Rainbow Falls shown above.

The hike was very strenuous going up as we climbed about 1,500 feet in 2.7 miles. The way down was obviously much easier - however that is when a lot of injuries happen as we have a tendency to lose our focus.

On my way down today, I was thinking frequently about my ankle sprain from earlier in the week and was much more cautious than normal. I also thought that this was a way God was using a bad thing (my injured ankle earlier in the week) and making it good (helping me to be more cautious and possibly preventing a serious injury today).

Pretty cool!

This same thing can be used in our work lives as well. Think about a seemingly bad thing going on right now. God promises us He will use that for good.

Pride Before the Fall

I'm on vacation in the Smoky Mountains with my family and my dad, my step-mom, two of my sisters and their families. Two days ago, we took a great hike to Grotto Falls which is pictured above.

I have been here many times and remembered it as a short, relatively easy hike. After all, it is only 1.2 miles up to the falls. It is a hike we typically take with the younger kids since it is not too difficult.

Well, about 1/4 of a mile into the hike I was huffing and puffing. It was harder than I remembered. In fact, I was not ready for the hike. I usually wear two pair of socks when I hike and I only wore one for this "easy" hike. I also didn't lace up my hiking boots very tightly as I felt I wouldn't need them very tight.
On the way down I paid for it. I didn't fall, but my pride cost me. I stepped on a root and turned my ankle. As a result I was unable to hike yesterday (thankfully I was able to hike today!).

This is not much different than my everyday life when pride gets the best of me and I eventually pay for it. Oh well, one of these days I hope I can learn this lesson.

The Power of Worry

I have been a worrier in my life so I was glad to receive this in an email from a friend of mine, David Atchison:

John Locke once said, "What worries you, masters you." Have you ever considered that worry could become your boss? Worry can take charge of your mind, producing distraction, confusion and depression. Worry can give orders to your body, manufacturing insomnia, ulcers and heart attacks. Worry can manage your spirit, generating bitterness, distrust and disobedience to God. Worry is a powerful master—but not in a positive way.

There is a difference between concern and worry. If your top client doesn't return your phone call, or if your sales have come in below budget, there is reason to take heed. Concern leads us to focus, analyze and revise our actions. On the other hand, worry causes us to obsess and over-scrutinize every negative possibility. Even when good news comes, Worry warns that it won’t really last and bad news can’t be far behind! When we allow our God-given imagination to work in “reverse,” we dream up problems that don’t even exist, and move into anxiety mode.

The truth is, we spend too much energy worrying about things we have absolutely no control over. Worry is wasting your time when you envision a negative response from your boss while she/he reviews your proposal. Worry is robbing your productivity when you are paralyzed by thoughts that your new venture could fail. What are you worrying about right now? Has it already spoiled a beautiful day, time with family and friends, a restful night’s sleep? Worry has the potential to become your greatest enemy in the marketplace, and in life as a whole.

Jesus addressed this issue in straightforward terms. I have found Scripture to become more meaningful to me when I personalize and paraphrase it in my journal. This is what I took away from Matthew 6:25-27, 33-34 this morning . . .

Do not worry and fret over all the details of your life, like where your next meal is coming from and whether you will be able to keep your job or pay your bills. And don't get anxious about what to wear, whether you should dress business casual or wear a suit. Is that what life has been reduced to for you?

Have you thought about the birds in the sky, and the fact that they have no way to produce food for themselves, much less have any retirement or 401K? They aren't worried. Why? Because your Heavenly Father takes care of them. So think about it, aren't you worth much more than they are? Don't you believe your Heavenly Father will take care of you?

Besides that, does all of your anxiety and worry produce anything good?(NO!) Does it add more to your life? (Absolutely not!) God already knows everything you need. He invites you to focus on Him and develop a relationship of trust with Him. When you do, you will become free to live and work as He has called you to, knowing that He will take care of all of your needs. So, don't lose sleep over tomorrow, there are plenty of things to enjoy and focus on today. Look for them!

Be careful to avoid worry about two things—that is, two days. One is yesterday. There is not one single action or word or thought we can erase. Yesterday is gone. However, God’s peace and forgiveness and restoration are never exhausted. The other day is tomorrow. No matter what we anticipate or suspect or fear may happen, there is absolutely nothing we can decipher about it today. On the other hand, from the beginning the Bible assures us, “ He is the Rock: his work is perfect. Everything he does is just and fair. He is a faithful God who does not wrong; how just and upright he is! (Deuteronomy 32:4, New Living Translation)

Planning Your Day

With one of my consulting clients, I am trying to teach the sales team the importance of planning their next day before leaving the office. So it was great to see Zig Ziglar write this:

If I were to ask the question, Would you like to improve your productivity dramatically without working any longer or any harder? chances are pretty good that you would say, "That would be nice! I’d be more effective and I’d probably get a raise! I might even have more fun in the process."

Question: How many of you, on the night before the day you were going on vacation, sat down and wrote out a list of the things you wanted to be certain to do before you left work the next day? Chances are extremely good that most of you would say you had done that. And most of you would also admit that you managed to complete more than twice the number of tasks you complete on a normal day.

Now think about this for a moment: If planning your job on the day before you go on vacation increases your productivity, doesn’t it make sense that if you were to spend a few minutes every day before you start your work day contemplating what is really important and what you really need to accomplish, that you would have the same great results? And the chances are excellent – definitely better than good – that this process will attract favorable attention, probably leading to more job security, perhaps a raise, and maybe even a significant promotion.

To read the rest go here.

Velvet Bricks

John Maxwell had some great things to say in a recent article:

As a child, when I misbehaved, I was sure to receive “The Look” from my father. I have vivid memories of the furrowed eyebrows and pursed lips of The Look. It makes me shudder just to remember it. The Look could cut right through my body and penetrate into my soul. There was nothing comforting about The Look, and, invariably, it signaled impending disciplinary measures. The Look was to be respected, The Look was to be feared, and, above all, The Look was to be avoided.

However, just as I can recall The Look, I also remember the tenderness of my father’s care after he disciplined me. I remember the whispered assurances of his love for me. I remember the warmth of his embrace as he held me in his arms. I remember his tenderness as he gently explained why I had been disciplined and how I could learn from the experience. His was not mean-spirited or severe in his discipline; rather, his loving correction was intended to develop me into a man of character.

Leaders, like my father, must balance toughness and tenderness. My friend, Tim Elmore, describes these leaders as Velvet-Covered Bricks. They are firm and strong on the inside, but soft and pleasant on the outside. In this edition of Leadership Wired, I would like to discuss the qualities of that make a leader into a Velvet-Covered Brick. I am indebted to Tim Elmore for many of the thoughts in this lesson.

TOUGH BUT TENDER

Some leaders are so tough they could chew nails, but their insensitivity prevents them from connecting with their employees. Ignorant of the emotions around them, they rely on authority and scare tactics to earn the allegiance of their team.

Other leaders go the extra mile to earn the admiration of those they lead. They love to be seen as the “good guy,” and they go soft on their team. To protect their popularity, they sacrifice healthy confrontation or neglect holding employees accountable.

A Velvet-Covered Brick leader makes difficult decisions, but at the same time, they act as emotional caretakers to the people their choices affect. They instill discipline, but they also provide encouragement and inspiration.

CONFRONT PROBLEMS BUT CONSIDER PERSPECTIVES

Velvet-Covered Brick leaders are not afraid to deal with conflict in order to iron out an unhealthy situation. By actively addressing problems, they are peacemakers as opposed to peacekeepers. At the same time, such a leader remains open to the perspective of others. Although supremely confident, a wise leader knows the fallibility of his or her judgment, and they turn an attentive ear to those who share differing opinions.

COMMITTED TO RESULTS AND COMMITTED TO RELATIONSHIPS

Leaders with a Velvet-Covered Brick mentality refuse to compromise goals or take the easy road out of tough spots. They relentlessly set the bar high so that the team achieves its potential. Yet, all the while, leaders value people just as much as productivity. They never sacrifice relationships simply to get results

PROFESSIONAL AND PERSONAL

The Velvet-Covered Brick type of leader maintains an aura of professionalism in the workplace at all times. Such a leader stays poised in the most heated moments and keeps control of his or her emotions. While approachable, they reserve part of themselves (their fears, knowledge, insights) so that they can effectively motivate the team from a place of authority.

At the same time, leaders don’t want to come across as aloof, distant, or plastic. The best leaders are warm, genuinely interested in their teammates, and intentional in understanding what makes each person unique. Additionally, to connect with the team, they may show selectively disclose information about themselves or even let down their emotional guard during a meeting.

TAKE CRITICISM AND SERVE THE CRITIC

Leaders who aspire to be Velvet-Covered Bricks develop thick skin and bypass the desire to retaliate against critics. Instead, they graciously accept criticism and welcome confrontation. Then, they take pains to win over their critics by reaching out them. They go the extra mile to wade through conflict until resolution can be reached.

RESPECTED AND APPROACHABLE

A leader earns respect on the basis of what he or she has done. More often than not, respect is gained on difficult ground. Adverse circumstances test the mettle of a leader and show a leader’s true merit.

For a Velvet-Covered Brick leader, respect is balanced by approachability. An approachable leader has a consistent mood, is quick to forgive, willing to apologize, and shows authenticity. A leader at ease with himself puts others at ease. Secure leaders aren’t constantly seeking validation from others, and, as such they are free to add value to those they lead rather than deriving value from the approval of those around them.

People are drawn to leaders who value them. They will approach a leader who makes them feel encouraged, helps them grow, and treats them honestly.

My Bad Boss is my Fault?

In Penelope Trunk's book Brazen Careerist she states:

New Rule 33 for Success: There are No Bad Bosses, Only Whiny Employees

Want to deal with a bad boss? First, stop complaining. Unless your boss breaks the law, you don't have a bad boss; you have a boss you are managing poorly.

Good advice. Although I believe there truly are bad bosses, see my book Bleedership, it never does us any good to whine. Regardless of who our boss is, we are to work with all our heart as working for the Lord not for men (Colossians 3:23 paraphrased).

Good Boss Key To Content Staff

DUH!

Though I am thankful to see articles like this it amazes me that this is news. This article appeared this weekend in the Columbus Dispatch.

Better Than Good

I love Zig Ziglar and his enthusiasm for life. One of my favorite sayings of his is "I'm doing better than good!" Here he shares with us how we also can be better than good:

People frequently ask me, “How can I know when I am doing better than good?” I thought about that question and came up with 15 ways to measure yourself. Take a look and see what you think:

1. You are doing better than good when you clearly understand that failure is an event, not a person; that yesterday ended last night, and today is your brand new day.

2. You are doing better than good when you have made friends with your past, are focused on the present, and optimistic about your future.

3. You are doing better than good when you know that success (a win) doesn't make you, and failure (a loss) doesn't break you.

4. You are doing better than good when you are filled with faith, hope and love; and live without anger, greed, guilt, envy or thoughts of revenge.

5. You are doing better than good when you are mature enough to delay gratification and shift your focus from your rights to your responsibilities.

6. You are doing better than good when you know that failure to stand for what is morally right is the prelude to being the victim of what is criminally wrong.

7. You are doing better than good when you are secure in who you are, so you are at peace with God and in fellowship with man.

8. You are doing better than good when you have made friends of your adversaries, and have gained the love and respect of those who know you best.

9. You are doing better than good when you understand that others can give you pleasure, but genuine happiness comes when you do things for others.

10. You are doing better than good when you are pleasant to the grouch, courteous to the rude, and generous to the needy.

11. You are doing better than good when you love the unlovable, give hope to the hopeless, friendship to the friendless, and encouragement to the discouraged.

12. You are doing better than good when you can look back in forgiveness, forward in hope, down in compassion, and up with gratitude.

13. You are doing better than good when you know that "he who would be the greatest among you must become the servant of all."

14. You are doing better than good when you recognize, confess, develop and use your God-given physical, mental and spiritual abilities to the glory of God and for the benefit of mankind.

15. You are doing better than good when you stand in front of the Creator of the universe and He says to you, "Well done, thou good and faithful servant."

Think over each one of these 15 ideas and see how you can incorporate them into your life so that you truly are better than good!

Whale Done

I just finished doing an audio book summary of the book Whale Done, by Ken Blanchard (I do this once per quarter for select members of my Bleedership group: my doctor members, my business owner members and my Platinum individual members). In the book, one of the overriding themes is to accentuate the positive and not dwell on the negative. This is oftentimes easier said than done.

I tend to think of myself as an optimist - one that views things in a positive light (most of the time). Yet, yesterday I received a magazine in my mailbox that was supposed to go to one of my neighbors. His street name is similar to mine and they have the same number on their address as mine so this is not an uncommon occurrence. This is probably the third time this year I have received this magazine in error.

I guess it is because the magazine is all about computer stuff is the reason I remember it. I could care less about that stuff.

I was a little frustrated by this. I thought, I can't believe the post office can't get this right! What is the matter with them?

I am a little embarrassed that this got to me. Why did this make me upset? Maybe if his Sports Illustrated accidentally got delivered to me, I would have been fine as I could have gotten a glimpse at something that I'm interested in - but I more than likely would have still been miffed.

So here I am, I had just completed this book summary where the author told me to accentuate the positive and not pay attention to negative behavior. And what did I immediately do? I didn't even think about how many pieces of mail the post office delivers correctly every day. I chose to focus on the ONE piece of mail that was delivered to me in error!

Hopefully we can all learn from this. If we can, it will help us at home, at work and in all our relationships.

One Bite at a Time

Can I brag about my wife Connie for a second?

She has been dreading "de-junking" our house (getting rid of all the "stuff" that has accumulated over the years) - it was overwhelming. As a result she has been putting it off for, oh... about 3 years. Well, this past weekend she started. She has been really motivated and she is making great progress. I am very proud of her!

When I asked her what got her going, she said she finally realized she needed to just take the first step. What she found is that each next step continued to be easier. That is true with any big job. I have heard it said that the best way to eat an elephant (a really big job) is one bite at a time!

What is really cool about this is what Connie said last night. She said, "I feel great about the progress I've made."

If your feeling down or you don't feel like doing something, there is one thing that will surely pick you up - action. Just get started, you will be amazed at how it makes you feel!

All Team Members Should Be Leaders

I found this on Leading Blog:

British Rugby team England, has enlisted the help of the Royal Marines in Dorset to develop the leadership necessary to create a winning team. Brian Ashton, the head coach is making use of outside consultants too, to bring this team together.

The Times Online reported today that head coach Brian Ashton said “he had been surprised by some of the players in the 45-strong squad whose leadership ability has shone through over the past ten days. He suggested that this was, in part, because they had not previously been encouraged to operate as leaders, which seems an implicit criticism of the previous coaching regime. ‘It’s not about calling lineouts and running back moves,’ Ashton said. ‘It’s the ability to decide what to do when things are going wrong and make them go right.’

It points to the fact that every member of a team needs to operate as a leader, whether they are the point leader or not. An effective team leader will be make sure that all aspects of a task are being covered and that they are coordinating without being dictatorial. This requires a lot of give and take. Additionally it is important that all members of a team know what everyone else is doing so that they can adjust and align themselves to the problems that any other team member may be facing.

The article continues. “’You need to pull players together, put them in a hostile and uncomfortable environment where they must work together to be successful, and they have done that.’ Some of the exercises designed by the Marines involved sensory deprivation, testing the ability to make decisions in extremes of tiredness….’This is the first time this group of players has been fit and available and the process of bonding as a group has been accelerated,’” Ashton said.

Critic or Construction Worker?

I recently received this email devotion from Dr. David Jeremiah. While he is talking about church leaders, I believe the same holds true for our employers and the leadership where we work.

Let us pursue the things which make for peace and the things by which one may edify another.Romans 14:19

One of the best ways to edify your church is to build up your pastor. Church members tend to expect perfection from their pastors, but they aren't likely to get it. They've got to realize that pastors are imperfect humans serving other imperfect humans in an imperfect environment. Along the way, they'll make some blunders. Blessed are those pastors who have supportive, patient, encouraging members to build them up.

Have you been a little critical of your church staff? Your deacons or elders? Your Sunday school class? Your fellow members? Have you spoken critically of your church? The Bible says, "Let no corrupt word proceed out of your mouth, but what is good for necessary edification, that it may impart grace to the hearers" (Ephesians 4:29).

A builder needs to have the correct tools in order to construct a sturdy building. Our tongues should be a trowel of love spreading the cement of graciousness—not a wrecking ball shattering the nerves of others. If you've had a sharp tongue, replace it with love, joy, peace, kindness, goodness, gentleness, and self-control. Edify one another until He comes.

"Knowledge, in itself, does not edify. It is love that edifies; it is love that builds up." W. A. Criswell

Road Rage

I just read a disturbing article about a pizza delivery man in Houston who was assaulted by another driver and killed - apparently due to road rage. Very sad.

While this is very extreme, it can be a reminder to us that when things make us angry today...

A gentle answer turns away wrath, but a harsh word stirs up anger. Proverbs 15:1

Why I Love America

Zig Ziglar writes:

I turned 17 on a Saturday and applied to the Navy the following Monday when World War II was being fought. I was waving the flag then and am waving the flag today.

I’m not as avid a flag waver as third generation flag waver Tom Harken from Beaumont, Texas, and since his son now does the same thing, that makes four generations of Harkens who wave the flag like nobody I’ve ever heard of! He has three flags in front of his corporate offices and one large flag in front of each of his Crazy Jose’s and Casa Ole restaurants. Each of his employees in all of these establishments waves the flag in front of his or her home.

As a boy, Tom had a considerable number of illnesses and fell through the educational cracks. As a result, he did not learn to read until he was 28 years old. Despite this fact, through hard work and persistence, he had done well even before he could read. In 1992 he was recognized as a Horatio Alger Award winner, surely the top recognition anyone receives in America for their “rags to riches” story. Tom shared with me that he never dreamed he would earn as much money as he now contributes to a number of worthwhile charities. He is a strong advocate of literacy and preaches and contributes to it everywhere he goes. Yes, Tom Harken is one reason I love America.

I also love America because of Muggsy Bogues. At age 36, Muggsy has played in the NBA for 14 years... (click here to read the rest).

Witnessing Through Our Actions

I was at a Christian Emphasis Committee meeting yesterday for our local YMCA where I serve on the board. The Christian Emphasis Director for the Y shared this encouraging email that was received from a member at one of the other local branches in our area:

I am not Christian, but I feel the atmosphere at your branch is in the best tradition of Christian values without being obvious about it, Living kindness to others is much more effective than talking about it.

Wouldn't it be great if the same could be said about us?

Your Reflection

I just received this picture in an email. I thought it was pretty cool and wanted to somehow figure out a way to incorporate into a post - so here goes.

Let's use this picture as a reminder to reflect back to those we work with the unconditional love of Christ. Will you commit to that?