K.I.S.S.

 No – it’s not a piece of chocolate candy or something that arouses your libido – I’m talking about K.I.S.S. – Keep It Simple Silly (or Stupid).  This is a fundamental concept in sales.   You give specific and concise information that will engage your customer, gain their trust and meet a need.   Top sales people are incredibly concise when presenting.  They make it seem so easy and too simplistic.  TMI – too much information can actually kill a sale. 

Let me give you an example of too much information that almost killed a sale.  My mom recently bought a mop that had a DVD included.  A mop!!!!!  How much instruction do you need to work a mop?   We laughed over this in the store where we were considering which mop to purchase.  The DVD almost stopped us from buying the item.  We felt that if something as simple as a mop required and instructional DVD, it might be subject to misuse or too many parts that can cause it to break down easier.  We were not sure but we definitely felt the DVD was a bit too much.   We bought the mop had which had be put together and it was not easy to do.  I never did watch the DVD but figured out after 15 minutes how to put the thing together.  Mom’s housekeeper did not complain when she first used it last Friday so I suppose it worked.  

When I first started in the business, my boss told me that the person who speaks the most in a sales call loses.  The idea was that you ask questions and listen and as the customer talks you will uncover needs, gaps and opportunities to sell your product to that person.  Two ears and one mouth – listen more and talk less – keep it simple silly.

Going through mergers, acquisitions, changes in business models and products portfolios create the opportunity for demonstrating your success, flexibility and adaptability  in the midst of uncertainty.  On the other hand, the uncertainty creates fear like going to the dentist or to summer camp.  Remember the first time your parents backed you off to camp?  That weird sadistic smile on their faces subconsciously warned you they were secretly glad to get rid of you for two weeks.   

My camp was Union Carbide’s camp for girls called Carlisle and the boys’ version was called Camelot.  All the campers for those two weeks met at the Carbide Technical Center, hopped on buses which drove us 30 minutes north of Charleston.    The bus ride seemed to take 2 days.  The fear was palpable because very few of the kids spoke except those few who knew each other.  What was I afraid of? …… EVERYTHING!  Bugs, snakes, the usual spook stories around the campfire on horseback overnight trips in the middle of the forest, or drowning during the swimming placement test held annually in the bottomless, icky, brown creek,   Perhaps I was afraid of that bully who shaving creamed me last year while I was sleeping.   The fear I felt was real and natural.  It was part of the transition process from the known to the unknown.  My experiences at camp wer both good and bad.  On the positive side, I won a couple big awards only given to one person.  On the negative,  I got shaving creamed, I was sat on while sleeping and nearly suffocated, bit by a turtle in the creek, nearly stepped on a snake, nearly dislocated my shoulder learning how (but never learning) to shoot a rifle.

My favorite part of summer camp were the friends I made, the counselors I got to know, the new skills and songs I learned.  I always got teary when camp was over and wished I could stay all summer.   

If I compared unemployment and my job search to summer camp, I would say that I am still in the first week of camp, getting the hang of the routine but not yet to the point of enjoying the process.  But I am getting more familiar with living “in the now” and planning for a future that seems to be more in my control than I thought.  I started two new business ventures that could also be worked on weekends should I procure a full-time job and that’s the exciting part.  Being able to use my sales and management skills in more than one industry.

Not sure what the future holds but I’m not as scared of the unknown.  This has become more of an adventure.  How do you feel about being unemployed or starting a new job/career?

Being unemployed has several advantages.   Sometimes creating a list of those advantages can help you remind yourself of the positives.  Here’s a list I compiled recently as an FYI to myself:

1. More time for family -  I’m glad I have been able to spend time with my mother after my father’s death in February.  I was with her a month and may not have been possible if I had been working.  Just in the past week, four of my five daughters told me they loved having me home and will miss me when I have to travel back to West Virginia to help my mom for the next few weeks.  That’s something every parent loves to hear!

2.  Time to volunteer – I volunteer my time in two areas – one is music-related and the other is guest services at my church.  Both are passions of mine which were not easily fit into my busy work schedule.  (see benefits of volunteering if you are unemployed – http://leslieraney.com/?p=490)   This is a freedom-to-choose that really has enhanced my life.

3.  New Learning Experiences – I was accepted into a special program provided by New York State as part of my unemployment.  SEP (Self Employment Program) allows select individuals to explore starting a small business.  I just completed 20 hours of classes through the Small Business Administration’s Development Center at SUNY-IT in Utica, NY.   I have begun a small business in Sales and Marketing Consulting.  I have networked with many new business owners, formed friendship bonds for future contact and resources of help and information as I move forward in my new business venture.  I just completed the class and have begun 2 small businesses that I will work while seeking re-employment.  I got two clients my first day in business – officially began March 18, 2010.  In fact, I completed my initial qualifications to be a coach assisting individuals in the weight loss journey.  This has been a passion of mine since high school and is now a dream come true.  How cool is that?

4.  Resources are available – I have become very acquainted with the Small Business Development Center and all the resources they have for any small business.  If you current have a small business and are not familiar with them or using their services, contact your local one right away.  They can help you do business projections for the next year, determine where best to spend your advertising dollars, a full library of industry journals which are all available free-of-charge.  All the people I have met in this local Center have lived what they are trying to teach others.  Expert teachers – like Sam Russo (I’ve adopted him into our family), Dave Lerman, and Gene Yelle, and Sharon St. John.   These people are kind, friendly and want to help.  Check them out at http://www.sunyit.edu/sbdc/about_sbdc.inc

I have learned that unemployment has some unexpected positives and the next few months will be exciting.  Will my new businesses end up being my primary source of employment and income?  What do you think?

This 5 minute video from www.sellingpower.com (Wednesday, March 17, 2010) is a powerful message shared by Harvey MacKay, best-selling author of new book, “Use Your Head to Get Your Foot In The Door”.  He recommends as soon as you are laid off, go with your heart and passion and volunteer for an organization you believe in while you are looking for a job.

Last night in my Small Business Development class, which I have to attend as part of unemployment, the teacher and two attendees who ran a not-for-profit art gallery all said that one of the best ways to network is to volunteer your time for any non-profit organization.  Since these organizations often operate on a shoestring budget, your time and expertise can be a real value.   These people agreed with Mr. MacKay that volunteer organizations need money and you can volunteer some of your time (give it away!) to help in their fund-raising efforts.  As you do this you keep your sales skills sharp, get used to rejection, and get an opportunity to meet others and improve your networking opportunities.  It’s a win-win for everyone.  Great tip for those of us looking for work.

Which organization do you volunteer for?

My dad was a man of passion.  On his Wednesday evening church bible study the leader asked the question – “What are you passionate about.”  Dad stated he was passionate about West Virginia University sports.  As if to prove the point, 10 seconds later his cell phone went off and the WVU fight song rang out loudly.  Everyone in the class cracked up over that. 

What are you passionate about? I’m convinced that passion is one of the key driving forces in life.

Dad was passionate about West Virginia University sports.  His long-time friend, former WVU football coach and recently retired head coach at Florida State University, Bobby Bowden, told me last week that dad’s passion inspired him, too.   Dad started covering WVU during their 1970 season.  He had previously covered Marshall University.  Dad’s passion for WVU inspired him to eventually write 3 books – two about Coach Don Nehlen and one about Bobby Bowden.  Dad’s passion for WVU actually got him out of retirement.  He also got all fired up with Coach Rich Rodriguez announced he was leaving the WVU football program effective December 18, 2007.   It always bothered dad that Coach Rodriguez would abandon his team just prior to the end of the season and their Fiesta Bowl game.  Well, not to sit idly by and stew in his frustration,  Dad wrote a letter to the Charleston Daily Mail sports editor.  His letter was published and received many similar responses.  His passion touched a passionate nerve in other WVU fans.  He wrote what he and others felt. I guess I owe Coach Rodriguez a big thank-you for inspiring my dad to start writing again.

My dad’s passion not only inspired him and others but his passion created memories.  Frank Giardina at the Charleston Gazette wrote an article, “Former Daily Mail sports editor will be missed”, on February, 14, 2010.  It encapsulates the impact dad’s articles had on all his readers.  http://wvgazette.com/Sports/FrankGiardina/201002130426 Frank describes memories he has as a young boy reading dad’s articles.  Passion makes things believable and achievable.  Dad used to tell me whatever you do, do it with passion – give it your all.

Dad died during half-time of the WVU basketball game on February 6, where the Mountaineers came back from behind to win 79-60 over St. John’s.  This was such an exciting game that I know he would have written an article about De’  Sean Butler’s 33 point season high game.  He loved the passion and excellence demonstrated by this excellent player.

De' Sean Butler's 33 pt game - season high

Share with me what you are passionate about or someone who has inspired you.

My father, Willard “Bill” Henry Smith died a month ago on Saturday, February 6, 2010.  He had heart trouble for over 30 years and because of prayer, good medicine, exercise & diet, a great doctor (Dr. Dilip Basu-Charleston, WV), a great nurse (Steve) and modern technology, Dad lived longer than our family or Dad ever expected.  Over the past eighteen months, I had been slowly coming to grips with his passing waking up with dreams of his death and a deep sense of the imminence of this life event.  I was not prepared for his death when I first started having these dreams but in the past 4 months, I was more and more prepared.  We spoke about what kind of funeral he wanted, he shared with me all his great recipes, and I learned the names of key people in the pictures on the wall in his office.  I was more prepared for 2010 being the year he would pass away.

When travelling back from my Aunt’s funeral in August, I noticed the tell-tale signs of congestive heart failure as his ankles and lower legs swelled up.  He was in the hospital with heart pain in September and we all flew in from all over the country to be with him, but God let him live another few months.  His pacemaker was now pacing his heart continuously and in January this device shocked his heart twice sending him back to the hospital again.  This time it was low potassium.  After a few days he was released but the potassium levels and blood pressure were being checked daily.  His potassium had been as low at 3.1 and two days before he died it was a high of 4.7.  His blood pressure results that morning at 7:30 revealed very low pressure of 87/62.  He spoke to his doctor’s nurse on Friday and had been feeling great.  He called me the morning of his death and was in a great place – felt good, had a lot of energy, looking forward to the WV basketball game later in the day, a fire later that night and church the next morning.  He died quickly and peacefully after his nap around 1:00 pm.  Mom called me at 2:10 pm to tell me the news and it hit me pretty hard because I thought he was calling me back to share something he had read.  Sometimes we spoke 2 or three times daily so a second phone call would be expected.  Mom was matter-of-fact as she said, “Your father is dead.”  Poor mom.  She found him and had to call me with the news. 

While his death is not unexpected, there is still never a good time to say goodbye to someone you love.  My father was both my mentor and close friend.  As his oldest child and only daughter, we had a very special bond that few daughters have with their fathers.  He taught me to swim, ride the bicycle and how to drive a standard VW bug.  We exercised together, went to sporting events where I watched the game while he worked.  We spoke nearly every day on the phone but most of all the number one thing we shared was our faith in Christ.  His faith in Christ took a turn in a very positive direction about 5 years ago due to excellent spiritual counseling with his minister, Dr. Randall F. Flanagan of Christ Church United Methodist – Charleston, WV.  Dad got sweeter and sweeter every day as God’s love began to fill his heart to overflowing.  His life influences so many people these last few years and I was privileged to see the wonderful change.  Dad, I know you hate long goodbyes, so let’s just say, “See you later!”

Tonight I was watching the 2 hour special of “The Biggest Loser” and I was impressed when a group of women were told by their coach to run on the treadmill for 5 minutes.  All the contestants had never run in the competition before.  However, one young lady took the role of coach and encourager.   She said, “We can do it, let’s do it!”  Everyone took up the challenge and set their treadmills to begin the 5 minute run.  While everyone was running the encouraging contestant kept everyone going with comments like, “You can do it” and “only 2 minutes left”.    The team of four ladies all finished the short-term goal of running for 5 minutes.  Everyone was exhausted but the sense of accomplishment was evident on everyone’s face.  Everyone achieved their goal.  One girl tearfully commented that she was able to do more than she thought she could do.  That is one of the most powerful revelations that anyone can have in their life! You can do more than you think you can do.

I thought back at times when I did more than I thought I could do and there are a few things that made the difference in my ability to achieve my extraordinary achievements -

1.  I felt like giving up but a friend (buddy) gave me a big pep talk.  When working on getting my certificate to be a lifeguard I had to dive down into 14 feet of pool water and pull up 2 metal chairs and carry them back 50 feet to the shallow pool end.  I failed the first time.   After 12 weeks of hard training how could this happen?  My friend, Janet, verbally kicked me in the butt and I went out and passed the test.  You need someone who holds you accountable and keeps you challenged to make your goal.

2.   I had to mentally psych myself out and incorporate the encouragement or butt-kick I got from my friend.  You have to go over all the work you have done in preparation for this “test” and then pull up strength from deep down in your psyche.  I remember watching the two Olympics men’s weightlifting competition – the clean and jerk and the snatch.   It was incredible to me how anyone could lift those heavy barbells.  But I was amused whenever certain contestants would give out a loud yell or grunt as they lifted up those heavy loads.  That yell allowed them to pull strength from way down deep inside themselves and go that extra mile to achieve their goal.

3.  I had to recall my past success so I could believe in my ability to achieve success right here and right now.  Remembrance and appreciation of where you have come from will be a motivator to keep moving forward believing you are able to achieve even greater success.

You have power inside you that you are not aware of.  Learning how to tap into it will help you achieve any goal in life.

Have you ever achieve more than you ever thought you could?  How did it happen?  Tell us your story.

After 33 years in sales I have heard many customers complain about pushy sales people.  Pushy sales people in a territory or with a customer will make it difficult for other sales people.   Remember the musical “Music Man” .  That’s the vision I have of a pushy sales person.  Friends, family members and other various individuals have all shared their experiences dealing with pushy sales people.   We all have strong negative feelings about pushy sales reps.  A few other examples besides the Music Man of a pushy sales person are:  the person who calls on the phone during dinner to sell you something,  door-to-door sales people knocking on your front door, the relative selling the “best cookware” since the wheel was invented, the free theme park tickets for a simple 1-1/2 hr presentation or the the total stranger who comes into your house and installs a fire detector designed never to wear out and keep you safe – you know the type.  Why do most of us dislike this type of sales approach?

1.  You know deep down at a good sales person is able to make you buy almost anything but a pushy approach has a subconscious effect of trespassing on your emotions and will. You feel violated.

2.  This approach also makes you feel used and unappreciated.   Everyone in sales has sometimes been more interested in the sale than the need of the customer.  That smarmy approach that the pushy person takes – being nice, cordial and immediately jumping into the presentation without being really sincerely interested in your needs is a big turnoff and you want to say no just to say no.  A good sales rep earns the right to make a sale.

3.  The pushy approach does not engage in meaningful conversation with the customer.  That’s really annoying.  Normally at the end of that type of a presentation, a smart customer will most always refuse to buy anything that person.  Now, the one exception is if the pushy person is a relative.  Most of us will help out a family member.

4.  A pushy approach can lead the representative to try to sell a customer something that is inappropriate.   Over-aggressive, pushy, or intimidating tactics can result in the Wrong product sold to the wrong customer.  Remember  the 1947 version of “Miracle on 34Th Street” when Kris Kringle recommended someone go to Gimbel’s to buy a toy when Macy’s did not have it.  Kris’ approach earned Mr. Macy a lot of good press.

I find the art of selling effectively a fascinating study.  If you put the customer first, then you will always end up further ahead in the sales game over time.  It’s all about the customer.

My most annoying experience -  I mentioned them above (really) but there are a few more. 

What is your most annoying experience with a pushy sales rep?

Today my daughter had to get 2 new snow tires on her front wheel drive vehicle.  She had a car accident two days ago when her car spun out, went into a ditch facing the opposite direction of the traffic.  Fortunately and miraculously, neither my daughter, her friend nor the car were hurt.

car in ditch

That’s it!   We have been discussing whether or not to get snow tires because my daughter felt like the car did not hold the road that well.  I told her she needed to slow down.  Back and forth the discussion went over the course of a month.  The accident reinforced the need for better tires.  When you are driving 15 m.p.h. and the car spins around and ends up in a ditch, it’s time for tires with better traction.  So that began a new discussion-the difference between new car summer tires and new snow tires.  I did not realize there was so much science involved in the types of car treads.  Apparently the summer or new car tire treads go in one direction around the tire and the reason for this is to increase the number of miles a car can go on a tank of gas.

new tire treads

snow tires

The snow tires had deeper treads and they not only go around the tire by diagonal to the tire  to carry off water/snow to the outside of the tire.   I honestly did not car about all the science before this incident but I have taken some time to learn more.  However, initially, I was thinking about why would a car dealer sell this type of a tire to someone who lives in the northeast where the weather is wet and snowy more than dry an sunny.   This is an area of customer safety improvement.   I guess it’s buyer beware.  My daughter’s fiance has a family friend who owns a garage and he got the best snow tires in the business for her and sold them to us at discount prices.  Total price was $248.60 which is a small price to pay to save a life.   In life and business, don’t you sometimes feel like you need snow tires?   Our lives often are steered more by the weather conditions (or business conditions), every turn could mean potential disaster if the conditions are off in the slightest. One patch of black ice, drifting snow could make you end up in a ditch going nowhere just hoping to be rescued before you freeze to death.  We all need more traction for better control over the direction we want to travel in.  We can have that traction if we just change our tires!

Here’s what we did to change our tires!

1.  Recognized that change is in the air – At the possibility of my job loss, our family recognized a change in the weather coming.  A job loss would result in a significant drop in income.  We cut back on expenditures and started paying certain bills off early.  With my daughter, when the first snow was predicted I could have put on a set of snow tires at that time.

2.  Maintain a positive attitude – it is not easy to maintain a positive attitude but I spend time meditating and reading inspirational and motivational material.  When you spend time preparing spiritually for the day, you are able to better meet the challenges of the day.  Believe in your ability to drive the car in difficult conditions because you are prepared, ready and cautiously anticipating the unexpected.  For example, with snow tires on my daughters car, knowing it’s winter conditions and that she is a good driver, she could be confident that she will be able to drive her car safely

3.  Slow down!  Even with “snow” tires on, if the road conditions are bad, slow down so you can maneuver in the treacherous situation.  I automatically slow down in rain, when it’s dark or in snow by about 10 m.p.h minimum.  It’s better to arrive alive.  In life, when you have a major upheaval take time to take care of yourself.  It’s stressful to lose a loved one, lose a job, have an accident or be strickened with an illness.  Recognize it will take time for you to establish a new rhythm post-event or post-trauma.

With the right tires on our car making us better prepared to drive in any bad weather conditions, it can be a good year for us all!

Will everyone who thought 2009 was a rough year, please stand up?

Nearly everyone I know would agree with me that 2009 was a challenging year.  It was difficult in many areas of our lives – personally, professionally, financially, and spiritually.   For our family, we had many changes in 2009 – graduations, weddings, hospital visits, deaths, sudden collapse in relationships, financial challenges and job losses.  I called 2009 “The Year of Tears”.  There were happy tears and sad tears.  We had a box of tissues in every room of the house and extra stored in the basement when those were used up.  It seemed like we were all on an emotional roller coaster.

Many changes in life can be welcome changes – such as a long-awaited vacation or a new baby.   However, for some changes, if we saw what was up ahead, we would probably NOT get off that exit of life’s highway.  For example, my father has had years of heart trouble.  The fact he is alive at the young age of 80 is a miracle and we are all thankful.  However, with a heart functioning at 40% he has recently begun to experience the need for more medical intervention.  He and mom are making difficult decisions.  Today, they told me that they may be selling the house we were raised in and considering a move to a downtown apartment.  Dad loves his yearly vegetable garden and mom loves her flowers.  This would be a sad change for both my parents and all of us who enjoy our frequent visits to their home.  Is this a change any of us welcome?  Most of us would not want this change.

But either way, change does happen.  It is part of life.  I love the song that Cynthia Clawson sings, “It Won’t Rain Always”.  I have come to three conclusions through all the recent changes in my life and watching others who have gone through change:

1.  As bad as things are, things could be worse.  The recent earthquake in Haiti with so much devastation and loss of life and limb really put things in perspective for me.

2.  As bad as things are, things will get better.  You may ask how long before things get better?  It will be longer than you could ever imagine but eventually there will be an upturn in your circumstances.  There is a process you have to go through in accepting and adjusting to change.  There are many books that describe the grieving process, change management, etc.  Most would agree that it takes time.  Be patient and be nice to yourself.

3.  Live each day to it’s fullest and be lavish with your love, forgiveness and time.  A lot of people are having challenging times and you can be the bright spot in that person’s life today.  Nothing makes you feel better than to help someone else.  Continue to build strong family bonds.  When life is tough, a healthy family is a source of support and safety.  I call, text or facebook most of my family members daily.  Do not be afraid to reach out to people you trust for help and encouragement.   We all need help at times.  Someday you will be able to return the favor.

Our family is making it through our time of change and transition.  I admit it has not been easy but it has been an interesting learning experience.