Leadership Lessons from Chernobyl

Photo by Hugh Mitton on Unsplash.com

Over the years, thanks to HBO, I’ve learned quite a bit about dragons, Wight Walkers, and Valyrian steel.  This year, before I routinely cancelled my subscription, I gave into the hype and watched Chernobyl.  After doing so, I couldn’t help but draw some lessons applicable to today’s business world.  Before reading any further, please be advised I’ve included a nuclear disaster’s worth of spoilers below.

Corporate Communism

In the miniseries’ pivotal moment, main character, and nuclear physicist Valero Legasov,  surprises the scientific community when he not only testifies to operator negligence at the plant but also a host of bad decisions made by the Soviet Government and their subsequent cover up. In response, the KGB isolates him from his colleagues and takes away all his professional achievements.  There was no need to kill him because his exposure to nuclear contamination would, in a few years, do the job for them.

Costly Corners Cut

Inspired by our news shows, we may fight tooth and nail to preserve a free and open marketplace. How else can we foster innovation and healthy competition? Remarkably, inside our corporations, we permit a version of communist rule.  By this I refer not to the “we’re all equal” ideal but instead the “never question the state” reality of most communist governments. We therefore resolve to keep our praise public and our complaints private.

The nuclear reactors throughout the Soviet Union at the time we built in such a way that a disaster was bound to happen.  They each had the same emergency shutoff feature that used rods of an element called Boron.  When the reactor produced too much nuclear energy, the rods were moved close to the nuclear elements to slow down or stop the reaction.  

To save money, the Soviet government made the tips that secured the rods out of graphite. Graphite, under extreme conditions like those at Chernobyl, doesn’t slow nuclear energy production, but enhances it.  It was like throwing gas on a flame.  As a result, the reactor exploded and began steadily throwing more radiation into the atmosphere per day than 48 Hiroshima bombs.

I suspect most of us are thankful not to work in such dangerous environments!  The average American is much more likely to die of heart disease or Cancer than a nuclear explosion.  Yet, somehow, the growth of insurance deductibles, premiums, and co-pays always seem to far out-pace wages.  Yes, healthcare costs in our country are out of control but is that the fault of employees themselves?  In the name of pleasing investors we shift the health cost burden to employees.

Photo by Yves Alarie on Unsplash.com

We All Sacrifice More Than We Think

Although many of the workers who worked at the plant or responded to the disaster died, not all knew the risks.  They accepted, in some cases, large promised payouts without knowing they’d never be around to collect them. Many of them endured painful deaths over weeks as nuclear contamination melted their bodies at a cellular level.

Few us will ever have to make that kind of sacrifice.  Yet, it’s not unheard of to spend 1/4 to 1/3 of our lives at work.  If that sounds low, remember we also have to sleep.  Does the time we spend at work adequately support the rest of our lives?  That’s a question everyone must answer for themselves.  That requires us, however, to take the time to think about the true meaning and value of the work we do.  

Will our sad state of affairs every change?  Not if we don’t. Instead of complaining, we can challenge our employers, current and prospective, to prove they value employees more than their competitors.  After all, isn’t that what a free market is for?

Sincerely,

Meaning2work.com

4 Reasons To Treat Your Sales Force Like Management

How Does Your Company Treat It’s Salesforce? To Your Customer, It Means A Lot!

Company A employs a herd of undisciplined, self-entitled, complainers who call themselves sales people. It’s a continual struggle to teach and motivate them. Thankfully, a handful of good ones do what they’re told and manage to carry the rest of the group.

Company B leverages the knowledge, experience, and relationships of it’s sales people. They employee less sales people than Company A simply because their people are more fully engaged. The entire organization understands that, without customers, there are no sales and, without sales people, there are no customers.

As a sales person, which company do YOU want to work for? Today you can find everything from Facebook memes to college textbooks extolling the virtues of gratefulness and having a positive attitude – especially for sales people.

Shouldn’t these concepts also apply to a company’s attitude toward it’s own sales people? Instead, they are continually measured, questioned, and right-sized.

Here are four reasons companies should treat sales people like experts first and allow them to prove their worth second:

Reason 1: Sales people are the face of your company.

To your customers, your sales people ARE your company. They represent both the good and the bad of what your product or service delivers. If that crucial representative lacks the ability to serve the customer, the entire company suffers.

Reason 2: Customers are more inclined to trust people they know.

A sales rep that has proven her value will gain much more insight than any focus group facilitator. Why? Being paid to take part in surveys or focus groups skews the answers of participants. A well-trained, empowered, sales person can ask the right questions when the customer’s guard is down and get better information in return. Customers are often more willing to share their thoughts positive and negative about what the company offers.

Reason 3: Sales people are better able to gain competitive information.

In most of the companies I’ve worked for, Marketing and Sales Management are the last people to find out about what the competition is doing. Why? It’s the sales people who are in customer offices, seeing competitive literature, getting customer feedback on competitors, and even reading their proposals.

Reason 4: Customers buy from sales people.

Did I mention they are the face of the company? In today’s marketplace, customers lack the patience for vendor titles or org charts. Regardless if you are a service rep or CEO, customers want to know the same thing – what you can do for them. They are more likely to give their business to an entry level rep that can answer their questions quickly and throughly than waiting days for someone more important to come in from headquarters. “This person who deals with you on a regular basis has no valuable information or power to help you,” is not the message you want to send to your customers.

If you’re company was a world class athlete, your sales people would be the lungs. Revenue would be the oxygen the lungs take in. Does this make sense or even seem obvious? Instead of celebrating the people who bring life to our companies, we scorn them. We say they’re overpaid. They’re spoiled. They’re demanding. Finding and dealing with customers is never easy. Every sale is a customer choice – not a sales person’s. Taking the sales force for granted is taking the customer for granted. There is no greater example of entitlement than that.

The Solution
Support your sales people. Give them the information the customer needs and the power to get things done. Ask their opinion and listen. Respect what your sales people say about customer feedback instead of dismissing it as negativity. Turn your sales management function into sales enablement. Really, make the change. Make it abundantly clear to EVERYONE in your organization that customers, who fund their paychecks, need sales people!

Sincerely,

Meaning2work

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Sales Words – Golden Oasis

Good numbers make everything better! Don’t they? In most companies, sales performance trumps all other metrics. What I call the Golden Oasis is a version of the Halo Effect that applies to sales people when they look excellent on paper. Their advice is sought by other sales people and management alike. They seemingly can do no wrong.

Experiencing this phenomenon can make you, the sales person, give yourself too much credit. You must be an expert because the results say so! Don’t they? To the dismay of many, this luxurious state of mind is temporary. The loss of a big customer, a change in market conditions, or a price hike are just some of the circumstances that may cause a sales rep’s golden oasis to evaporate.

Can you think of a time when you were fooled into believing your own greatness? I welcome your comments!

Sincerely,
Meaning2work

Eight Ways Salespeople Ask To Be Manipulated

Yes. We in sales are victim to many things out of our control. Unrealistic employers. Unreasonable customers. They can make us feel like toys in a the mouth of golden retriever. At the same time, we fail to see how we set ourselves up to be manipulated.

Here are eight ways sales people unknowingly allow themselves to be manipulated:

1. They’re not honest about what they want.

It’s OK that you took sales your job because it was a stepping stone or you simply needed a paycheck. It’s also OK that you got fooled into thinking your job was more lucrative or rewarding than it actually is. Being thankful for what you DO have is always more rational than lamenting the things you SHOULD have. It’s irrational to expect what you want to be handed to you, without having to ask. If you want your customer to make a commitment, ask for it. If want to be promoted, make it known to your boss. Otherwise, why should anyone help you if they think you’re already satisfied?

2. They’ll do almost anything to make more money.

Bad news! Beyond about $75k a year in household income, more income doesn’t result in more happiness. In his book, “David and Goliath: Underdogs, Misfits, and the Art of Battling Giants“, Malcolm Gladwell demonstrates that you really can have too much of a good thing including money. In fact, after a certain point, more household income makes raising children more, not less, difficult! If true happiness could be bought, rich people would always be happy. Instead, they always want more out of life, just like the rest of us. If you doubt what I say, add up all the salary you’ve made in your entire career. Do you still derive lasting happiness from all the money you’ve made? I didn’t think so.

3. They overpromise to customers.

Would you say anything to get the sale? For sales people, getting answers to customer questions can feel like time-consuming grunt work. For customers, getting those answers from you can make the difference between a product to buy and one to avoid. Yes, some customers will waste your time. It’s up to you to qualify them in advance and only commit to what is realistic. If your customer expects perfection, you probably haven’t educated them properly. Telling them what they want to hear without the backup of truth is a recipe for disaster. If you think answering pre-sale questions is grunt work, wait until you have to deliver on an unrealistic expectation! Not every objection is a deal-killer either. It’s your job to find out.

4. They overpromise to their management.

Yes, bosses do love employees who do what their told and make them feel smart. The problem? Everyone is wrong once in a while. If you don’t respectfully question your manager, you create in-need grief in the future. A prime example of this is forecasting. You know your leadership wants an aggressive number, so you give it to them. Congratulations! You’ve just put unrealistic pressure on yourself that you will, inevitably, transfer to your customers. When this backfires, you may cause reactance* or an overwhelmingly negative customer reaction. Remember, sales reps get fired over lost business, not conservative forecasts. See my previous post, “In Sales, “Playing The Game” means “You Lose” For a discussion on this.

5. They fail to question the company on behalf of customers and vice versa.

In business, telling others only what they want to hear helps no one. The best sales people balance the needs of their employer and their customers. If your company currently loses money on your product, they may need to raise its price. Sometimes your job is to sincerely explain this to customers. Conversely, price increases can make your product truly unaffordable for a customer, despite the value it provides. It’s also your job to explain this to your management.

6. They assume they have no career options.

Is only thing you hate more than your current job is the process of finding a new one? It’s easier to do your job in public and complain in private. However, employers don’t respect job tenure as much as they used to. Adaptability to change is held at a high premium. Overstaying your job is like holding a losing investment. The losses can pile up. You may regain lost income and skills that can result from staying too long. The time you lose can never be replaced.

7. They fail to scrutinize the product or service offering when accepting a sales job.

If you’re new to sales, getting your foot in the door with a mediocre market player is ok. Ultimately, it’s up to YOU to find good products to sell and good companies to work for. No salesperson, including you and I, is good enough to overcome a poorly priced or designed product that isn’t supported. Don’t let your ego take the place of the facts. Your sales career is about more than you and how good you are. Do your homework. Talk to customers. Talk to other sales people. Make an informed decision. Even if you’ve been in the same job for years, it never hurts to objectively re-evaluate your situation.

8. They chase winning harder than a dog chases a stick.

Sales competitions, Table tennis. Whatever the contest, is losing never an option for you? While competitiveness can predict success in simple sales cycles (ie. retail), it restricts your growth in more complex, higher-ticket sales jobs. Why? When competing, we narrow our focus. Complex sales situations require creativity thinking.

Still, if you’re determined to reduce your job to a game of win or lose, don’t forget who makes the rules. It’s not you. It’s not your manager. It’s the customer. See my post, “Think BACk: Freewill Is A Bitch!”, for a more thorough discussion on this. If you push product A, when your customer needs product B, she’ll conclude you put your own needs first. As a result, you may lose the opportunity to sell anything to her company. All because you needed to win.
It may seem, at first, the answer to avoiding manipulation is to turn around and manipulate others first. Not so! Instead, focus on being true to yourself, your company, and your customer. Balancing the needs of all three is never easy, but it’s what a job in sales demands.

Regards,
Meaning2work

To check out Malcolm Gladwell’s book “David and Goliath: Underdogs, Misfits, and the Art of Battling Giants” on Amazon click here.

*I first learned the term “reactance” from David Hoffield in his Book, “The Science Of Selling.” It’s a comprehensive, science-based look at the sales profession. To check it out on Amazon click here.