In my ever growing certainty that the concept of "us v. them" is poisonous, and should be eradicated from our mindsets as human beings, I share with you an important piece of learning from my job today.
It is yet another sign, or evidence, in my mind, that the teaching and influence of Baha'u'llah is wafting over all of mankind unbeknownst to us.
In reading background research about improving safety in the workplace today - for an Health and Safety in Mining Conference I am putting together - I read that one of the keys to increasing interpersonal trust (and improving safety) in the workplace is by minimizing the "we-they" mentality....oh really???
No kidding.
Employers can make this happen by promoting the following "C" words in themselves and others:
Communication
Caring
Candor
Consistency
Commitment
Consensus
Character
It even talks about consensus in ways that sound eerily like the pre-requisites for consultation from the Bahai Writings.
Super awesome. Why can't everyone learn this stuff??
Tuesday, February 26, 2013
Tuesday, February 19, 2013
Operation Edit #2
I have a confession to make-I have not really been working on this at all. But I am starting to now. 2004 is halfway done. Then on to 2005.
What's interesting about reviewing your own thoughts are seeing the ways in which you have changed, and the the ways in which you haven't. It's very humbling.
Cheers!
What's interesting about reviewing your own thoughts are seeing the ways in which you have changed, and the the ways in which you haven't. It's very humbling.
Cheers!
Friday, February 15, 2013
When Positive Positioning Doesn't Work
You know, I have been in sales/customer service pretty much nonstop since 2001.
I've learned some things. What I haven't learned is whether some of the strategies and sales approaches that are used have names or whether there is a 'sales language' that is used for teaching sales tactics.
I have only read one book (it was awesome) that was indirectly about being a good salesperson and to be honest, I have always abhorred the idea of identifying as a salesperson. I mean, they are a bunch of greedy manipulators right? Actually, some of them are upright, moral citizens who possess strong values. Some of them.
I am not in sales now. But everyday I come into contact with others on their individual career paths and learning curves and let me tell you, after 12 years or so, I feel strongly compelled to guide the misguided.
It's conceited of me, I know. And in most cases, I refrain from speaking, knowing the futility of giving unasked-for advice to strangers. But then I remembered that I have this blog. So maybe here is a space to get it all out.
Just maybe.
The other day I was visiting America's Best, which has been my eye vendor of choice for the last three years, namely because they are nearby and have a $99 'membership' deal that offers discounts on products and 'free' eye exams for three years. For some reason, I thought my three years were up, and because I am trying to save money for a few months, I decided to wait until closer to summer to get my annual eye exam and order a 6-month pack of contact lenses.
Glasses on girls are hot, after all. I don't mind rocking 'em out for a few months until beach volleyball season.
But I got a call from the store last week-my three year membership was actually ending in a few days. Quickly I checked my budget-if I can get that 'free' eye exam, I may just be able to order those lenses now instead of later, and just not worry about it for another 6 months. So I set up the appointment for the following day.
The exam went well. My prescription changed only slightly, lowered, in one eye. The young woman handling the order for my lenses was so bright and sunny and happy, but as she tried to enter my order into the computer it soon became apparent there was a problem. It was her first multi-focal lens order and she didn't think she knew how to enter it into the system. After some time, and help from a manager, it turned out that the brand of multi-focal lens that I needed had been removed from their ordering system, accidentally. A similar lens to mine had been discontinued, hence the possible mix-up.
So I was going to have go home without placing an order. They would call me the next day to easily sort it out. Would I still qualify for the discount afforded by my membership since, through no fault of my own, I was unable to order my lenses that night? Why YES, said the manager, he insisted on it.
When I got the call the next day, from a different manager, I was told that my preferred brand was on back order (not discontinued) and would not be available until May. I could go with a new brand, or just wait and maybe try some sample lenses until then. I was then told that they would be able to waive my exam fee.
Over the course of the next few days I was told this countless times. When I ordered my contact lenses, my exam fee would be waived. But I just had an exam, and it was 'waived'. Or rather, three years ago, I paid $99 and hence every exam in that time period did not come with any additional cost.
As you may well know, eye doctors only require you to get an exam every 12 months, so I would not NEED an exam for another year. When I pointed that out to them, they told me that when I ordered my lenses, my exam would be waived. It didn't make a lot of sense, since I was clearly ordering my lenses well before a need to have another exam.
But wait, I wondered, is there something I can do right now that will save me money? They clarified that the club membership was $99, whereas just an exam (without membership) was $79. So did that mean if I paid $20 right now, my membership would be renewed for another 3 years and I wouldn't have to pay the $79 when I needed another exam in 12 months?
No, she said. You would still have to pay that. We went back and forth for awhile where I tried to determine just what she was talking about. Until it occurred to me what was happening.
See I know how to deliver information in such a way so that my client or potential customer thinks they are saving money or getting a deal, when in fact, they are just getting what we offer to begin with. If I have a potential client who is looking to secure an exhibitor-level sponsorship but feels cautionary about the $9K investment, I tell him that as a bonus, we will give him the attendee contact list, which is something we only give to the silver-level and above sponsors. But really, they all get the attendee contact list. It means nothing to us, but can be a lot of potential revenue to them. But positioning it like this makes it feel like they are getting something unique and special.
Some people would consider this lying. Or withholding information to use as a tool (weapon?) to cause a desired outcome. It only works if your potential customer isn't aware of all the potential benefits available to begin with.
I have decided this strategy should be called Positive Positioning. Maybe there is a name for it already or maybe I heard that once somewhere but don't remember. You manage the emotions of the client in such a way as to more successfully or quickly close the deal. As an astute sales person, you are much more likely to be successful using this tactic if you can adequately read your potential client, and discern what they know and understand about the transaction.
With AB, the deal is, you pay $99 and for the following 3 years every exam is free and you have a discount on your eye products. Pretty straightforward. If you do not want the membership, the exam is $79 dollars.
There is no getting around that. Yet over the course of many conversations in the span of two days, the employees I spoke to kept saying they could 'waive' my exam fee.They did not seem to understand that what they were saying did not make sense, which was funny, and baffling to me. Kudos to the company for trying to capture business more effectively...but guys?....I'm not stupid.
(On a side note, it is entirely possible that I am the dense one and there is something about this special deal that I was missing, despite my intense efforts to clarify what was being communicated. I am humbly welcome to being corrected-but either way-positive positioning can be a valuable tool if you do it right.)
I've learned some things. What I haven't learned is whether some of the strategies and sales approaches that are used have names or whether there is a 'sales language' that is used for teaching sales tactics.
I have only read one book (it was awesome) that was indirectly about being a good salesperson and to be honest, I have always abhorred the idea of identifying as a salesperson. I mean, they are a bunch of greedy manipulators right? Actually, some of them are upright, moral citizens who possess strong values. Some of them.
I am not in sales now. But everyday I come into contact with others on their individual career paths and learning curves and let me tell you, after 12 years or so, I feel strongly compelled to guide the misguided.
It's conceited of me, I know. And in most cases, I refrain from speaking, knowing the futility of giving unasked-for advice to strangers. But then I remembered that I have this blog. So maybe here is a space to get it all out.
Just maybe.
The other day I was visiting America's Best, which has been my eye vendor of choice for the last three years, namely because they are nearby and have a $99 'membership' deal that offers discounts on products and 'free' eye exams for three years. For some reason, I thought my three years were up, and because I am trying to save money for a few months, I decided to wait until closer to summer to get my annual eye exam and order a 6-month pack of contact lenses.
Glasses on girls are hot, after all. I don't mind rocking 'em out for a few months until beach volleyball season.
But I got a call from the store last week-my three year membership was actually ending in a few days. Quickly I checked my budget-if I can get that 'free' eye exam, I may just be able to order those lenses now instead of later, and just not worry about it for another 6 months. So I set up the appointment for the following day.
The exam went well. My prescription changed only slightly, lowered, in one eye. The young woman handling the order for my lenses was so bright and sunny and happy, but as she tried to enter my order into the computer it soon became apparent there was a problem. It was her first multi-focal lens order and she didn't think she knew how to enter it into the system. After some time, and help from a manager, it turned out that the brand of multi-focal lens that I needed had been removed from their ordering system, accidentally. A similar lens to mine had been discontinued, hence the possible mix-up.
So I was going to have go home without placing an order. They would call me the next day to easily sort it out. Would I still qualify for the discount afforded by my membership since, through no fault of my own, I was unable to order my lenses that night? Why YES, said the manager, he insisted on it.
When I got the call the next day, from a different manager, I was told that my preferred brand was on back order (not discontinued) and would not be available until May. I could go with a new brand, or just wait and maybe try some sample lenses until then. I was then told that they would be able to waive my exam fee.
Over the course of the next few days I was told this countless times. When I ordered my contact lenses, my exam fee would be waived. But I just had an exam, and it was 'waived'. Or rather, three years ago, I paid $99 and hence every exam in that time period did not come with any additional cost.
As you may well know, eye doctors only require you to get an exam every 12 months, so I would not NEED an exam for another year. When I pointed that out to them, they told me that when I ordered my lenses, my exam would be waived. It didn't make a lot of sense, since I was clearly ordering my lenses well before a need to have another exam.
But wait, I wondered, is there something I can do right now that will save me money? They clarified that the club membership was $99, whereas just an exam (without membership) was $79. So did that mean if I paid $20 right now, my membership would be renewed for another 3 years and I wouldn't have to pay the $79 when I needed another exam in 12 months?
No, she said. You would still have to pay that. We went back and forth for awhile where I tried to determine just what she was talking about. Until it occurred to me what was happening.
See I know how to deliver information in such a way so that my client or potential customer thinks they are saving money or getting a deal, when in fact, they are just getting what we offer to begin with. If I have a potential client who is looking to secure an exhibitor-level sponsorship but feels cautionary about the $9K investment, I tell him that as a bonus, we will give him the attendee contact list, which is something we only give to the silver-level and above sponsors. But really, they all get the attendee contact list. It means nothing to us, but can be a lot of potential revenue to them. But positioning it like this makes it feel like they are getting something unique and special.
Some people would consider this lying. Or withholding information to use as a tool (weapon?) to cause a desired outcome. It only works if your potential customer isn't aware of all the potential benefits available to begin with.
I have decided this strategy should be called Positive Positioning. Maybe there is a name for it already or maybe I heard that once somewhere but don't remember. You manage the emotions of the client in such a way as to more successfully or quickly close the deal. As an astute sales person, you are much more likely to be successful using this tactic if you can adequately read your potential client, and discern what they know and understand about the transaction.
With AB, the deal is, you pay $99 and for the following 3 years every exam is free and you have a discount on your eye products. Pretty straightforward. If you do not want the membership, the exam is $79 dollars.
There is no getting around that. Yet over the course of many conversations in the span of two days, the employees I spoke to kept saying they could 'waive' my exam fee.They did not seem to understand that what they were saying did not make sense, which was funny, and baffling to me. Kudos to the company for trying to capture business more effectively...but guys?....I'm not stupid.
(On a side note, it is entirely possible that I am the dense one and there is something about this special deal that I was missing, despite my intense efforts to clarify what was being communicated. I am humbly welcome to being corrected-but either way-positive positioning can be a valuable tool if you do it right.)
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