A Recovery Culture in Action: Many of us have resumed selling and are having much success.
Now the question must be: “how do we sustain and grow in challenging times?” It starts with the new mindset we must bring to our business the culture we build. People and culture are your new currency.
Successful Behaviors and Mindsets
1. Everyone’s New Title Is “Essential”: People don’t buy from a title. They buy from someone they trust and with whom they have a positive relationship. Your clients are also trying to recover, and they want to know how each employee at your company can help them be successful. If your team knows how what they do can help ease a client’s burden, they are much more likely to maintain and win new business.
2. Prioritize Humanity Over Metrics: This international crisis has touched every person. No one has escaped its wrath in some form or another. The key to building meaningful relationships, especially now, may be as simple as just being fully present and listening. People just want someone to talk to, listen to them and acknowledge their plight. Your vulnerability, humility and acknowledgment are a gift to others.
3. Everyone’s In Sales: No one wakes up and declares, “I am proud to be overhead!” Your teams want to know how what they do can positively shape the organization’s future. Recognize that everyone in your organization impacts your bottom line.
4. The Power of the Water Cooler: It may be unclear when your employees can return to the workplace, and, for a while, virtual communication may still be required. There are advantages of Zoom and FaceTime, but do not underestimate the power of human interaction. Prearranged video meetings will never be a substitute for the networking and knowledge-sharing that happens as a result of spontaneous and informal chats among co-workers.
5. Training and Development: In times of upheaval, training and development is often the first line item to get cut from the budget. But this is the opposite of what you should be doing. Implementing a robust employee training program will increase efficiencies in processes, boost sales, improve employee satisfaction and reduce turnover. Investing in your employees now will reap significant benefits later.
6. How You Show Up Matters: Before you utter a single word, the client/donor/prospect has already made up their mind. With the uncertainties that come as a result of this pandemic, people will be considering their buying decisions more carefully than ever. With each connection, you should be face to face (video), make eye contact, and use the other person’s name. That individual is the only one in the room at that moment. Be present. How you choose to show up matters!
7. Listen to Your Customers: Rather than assuming you know what your customers want and need, ask them. Listen to your customers. Let them help you shape your sales and production models. Your customers are your best resources to help you gauge what they need. That is how we build better products and deliver targeted services.
8. Engage Your Virtual Team: Take this opportunity and reach out to your virtual team for support, guidance, validation and brainstorming. Your virtual team is composed of colleagues, vendors, customers, friends, mentors, etc. – people who understand what it is you do and keep you top of mind. None of us has all the answers, and your virtual team is there to help.
9. Remember Your Vendors: Don’t ghost your vendors. They, too, need encouragement and can support your efforts to adapt and grow your business. They want to know that you will be back.
10. Seize the Moment: “Every conversation is a selling moment.” If you have done everything correctly, you have earned the right to the “ask.” Resist the urge to use phrases that will kill the momentum, like “Shoot me an email” or “Get back to me when you can.” Seize the moment! Don’t abdicate the opportunity to move the conversation forward.
It’s not your customer’s job to remember you.