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Influence Leadership Legacy Strategy

All the focus on rebuilding trust, when the focus should be on how not to lose it in the first place.

Corporate’sTrust need execs to be coin operated to achieve the results, however, this behaviour can completely destroy trust with the customers, so how do you reconcile the situation?

The Royal commission uncovered some awful truths about sales cultures in the big banks. How is this different from any large corporate?  As a non executive director how do you really know the culture of the sales organisation?  As a CEO how do you address keeping shareholders happy by delivering results ensuring the Sales culture is not damaging your reputation and losing business in the long term.

Here are 4 key areas to focus on:

  1. Is there diversity in the Sales Leadership? Without diversity norms can be created that are totally unacceptable.
  2. What are customers saying about the experience?  What are they really saying?
  3. What are the Sales people saying about the environment? What is the staff turnover?  Another key indicator to how individuals feel, are they under pressure to behave in a way that does not sit with their values.
  4. Does it attract graduates?  Graduates are vocal on all fronts about Sales teams and are an invaluable gauge to how a sales team is functioning.

Trust is destroyed quicker than you can build it, ensuring that the sales team behaviour is aligned to a culture that builds trust is critical.

in an article by By Aaron SkonnardCEO, Pluralsight https://www.inc.com/aaron-skonnard/why-sales-commissions-don-t-work-in-the-long-run.html, Aron states: If you’re not doing what’s in your customers’ best interests, your business will ultimately fail. That’s why it’s important to look at the conflicts of interest that arise from driving short term sales v’s delivering life time value of a customer.

One of the many graduates I have hired reminded me the other day of a conversation I had with her about selling. The story was a boutique drinks company in Melbourne who wanted us to modify the code of our mobile application to replication SAP pricing. I explained to the CEO that the cost would be high due to the complexity and the maintenance with every release would also be costly. I can do it, but you will never be happy. My recommendation is that you use a XML call to the pricing in SAP so you are using the standard pricing algorithm in the SAP application, this would be cheaper to develop and lower cost to maintain. The CEO said XXX a competitor said they could do it. I responded, I would love to take the money from you to do the work, but I know you will never be happy with the ongoing costs and overhead, therefore I respectfully decline to bid. The call ended. My Sales person Ryan was in the room when I had the conversation, he was mortified, we have lost the deal. I responded, he would never be a happy customer and he would continually lose money on the deal, believe me we are better off without the sale.

Thirty minutes later the CEO of the drinks company rang, we want to work with you. You are a trusted partner, I want to work with someone who will do the best for the company.

Its time to rethink how we motivate sales teams if you want to build the life time value of customers.

All the focus on rebuilding trust, when the focus should be on how not to lose it in the first place.

 

 

 

 

Categories
Leadership Legacy Personal development

Leadership Legacies

In June 2015 I wrote about DAVID THODEY’S LEGACY. I have now had the experience of working for Bill Morrow. Bill is an extraordinary leader who has the people at the heart of the business. His Q&A sessions with staff all hands and leadership conference, were always filled with questions as staff lived the value of ‘being fearless’. Bill loved the interaction and genuinely welcomed the questions.  He made everyone feel important.

Bill was big on strategy “9 million happy homes by 2021”  SMART and everyone in the company knew the strategy. The simplicity, communications, lanyard pins for each 1 million achieved. Brilliant. leadership legacyNever worked in organisation with such a clear purpose.

Self Healing was Bills passion, he wanted not to band aid issues but fix permanently by getting to the route cause.  The Business Process Engineering rigour and tools throughout the company I have never seen before. Scaling can only be achieved with this rigour.  Bill lived and breathed the Scaling disciplines.

I have not experienced this, but have heard many stories: When a key decision was being made, his leadership would each be asked for their opinion and then Bill would give his opinion and decision.  Everyone would fall in line and support the decision.

What’s your Leadership Legacy?

 

 

 

 

Categories
Judgement Leadership Legacy Mentoring Personal development

Don’t speak ill of others

inspired by Sharon Martin

The words of Sharon’s boss at her funeral, will never leave me. He said “She never ever spoke ill of anyone” a rare trait that set her apart from others. Those words are inspiring and an important lesson for us all.  Her boss himself admitted to running down others and he hated himself for the trait. A trait most people have.Dont speak ill of others

Judgement is a terrible human trait, that leads to poor behaviors that really have impact on people. I never forget 6 years ago when Phil Crenigan my Business coach encouraged me to raise money for the homeless at the CEO sleep out.  The evening of the sleep out people from all walks of life speak up about the events that led them to be homeless and then the loneliness of homelessness. Up until that point I would not make eye contact with homeless people, let alone hold a conversation,  that day changed me forever and since then I always say hello and pass the time of day, and often give food or coffee. My judgement has gone and been replaced with a deep understanding of others who are less fortunate.

Not only do we need to ‘seek to understand, before we are understood’ a famous Dale Carnegie saying,  we need to  center ourselves in others focusing on there needs not our own.

When someone is criticizing  another person, not in there presence,  you have to ask yourself, do they do that about you when you are not there?  My question always is, have you shared the feedback with the person? if not, why not? Feedback is critical for people to improve.

Don’t speak ill of others, none of us are perfect.