In this chapter Art shares some sage advice that many salespeople overlook. You can be great in all the areas we have touched on so far – great desire, possess a big dream, a crusader with a great attitude; but you can still fail if you don’t understand human nature.
You absolutely have to believe in the goodness of people, and most people just flat don’t. Most have been so disappointed and hurt by others that they simply believe that everybody’s out to get them and take advantage of them. Those beliefs just won’t work if you plan to build a large customer base.
Remember that most people feel the same way you do, including your customers and other salespeople; meaning that everybody is wary of everybody else. The only way that will change is for you to begin to understand people and treat them the way you want to be treated.
One of the best kept secrets is praise. When results are noticed and praised, people work much harder. Whether you realize it or not, adults are no different from kids. We all want love and praise. Business studies continually reveal that people want more from a job that just money. That’s why it’s so important to “catch people doing something right”, and additionally when you praise, you should always praise in public. In addition to praise, some memento of recognition will make the event even more meaningful.
More than once as a sales manager, I (Doug) have been in situations where there was just no budget for recognition. I would go to a K-Mart and buy a sack full of assorted candy bars, choosing treats where the name held some sales significance. Whoppers, Payday, Mars bars; all these can be used for a great recognition moment for a sales accomplishment. You see it’s not what you give someone that’s important but what you say about them when you give it. A carton of Whoppers coupled with a thank you and a two minute reiteration of how much of a whopper accomplishment they had, can have the same effect as a plaque costing 40X more.
You can never get too important or make too much money that you don’t want to be praised and appreciated. So whether it’s an overnight stay at a nice hotel or a simply a note that says, “You’re doing a great job, keep it up”; people love to be recognized.
There is another side of praise. Just as people will do almost anything to get your praise, they will notice if they don’t get it. When people perform poorly, instead of criticizing, just praise somebody else. There is only one comment Art makes about criticism…don’t. Withholding praise is 10X more powerful than criticizing.
As we wrap up this topic, here are some of Art’s principles for helping you become a master motivator like him:
- Praise people for everything; attitude, ideas, as well as sales. Nothing is too small.
- Use peoples’ first names. That in itself is strong motivation and is a form of recognition.
- Make sure everyone hears your praise.
- Have fun with praise and be creative, even with a small recognition budget.
- Use praise, not criticism to get results. Praise the ones doing it right and the others will get the idea and get on the bus.
- Praise people when they are hurting to telegraph to them that they’re special.
- Praise must always be sincere because everybody can smell a phony a mile away.
- Newsflash! Don’t forget to praise at home. Make your spouse and kids feel special.
- Don’t stop praising, because everybody travels at a different rate of speed and may need to hear more of it than others.
When all is said and done, it’s not really the products and services of your company that win for you. It’s the people that win. So treat people good and they’ll respond with a new kind of commitment and enthusiasm that can be the tide that lifts all boats.
In light of what you just read, would you Speak Your Mind below and tell us how you “treat people good”, whether its customers, peers, family or friends?
©2013 Robinson Training Solutions, LLC
