Steve Ferrante's High Performance Blog for Sales/Customer Service/Leadership Champs and Progressive Professionals!

procrastination_young

If you’re a procrastinator, there’s a really good chance you’ll book-mark this article to read later. That would defeat the purpose, sort of like that book on “how to improve your memory” I can’t seem to find. 

Never leave that till tomorrow which you can do today. – Ben Franklin

It’s been over a couple hundred years since Benjamin Franklin shared that success tip with the world and one would think that’s ample time to catch on with the human race.

The reality is that many (if not most) folks function closer to what Mark Twain later said in his comical paraphrase of Franklin: 

 Never put off till tomorrow, what you can do the day after tomorrow – Mark Twain

Knowing that procrastination is likely the single biggest killer of productivity, why are so many people (perhaps you) plagued by it? There are many reasons and much has been written about them over the years.

Here’s my Top 3 Reasons Champions Don’t Have Time To Procrastinate:

1) Champions Don’t Wait For Success, They Go To It

tomorrow-noun

Are you postponing important tasks, waiting until you have more time so you can really focus and get the job done perfectly? After all, who wants to rush in and get a task done poorly now when you can wait and get it accomplished perfectly later?  No doubt later you’ll have more time and energy too. 

Or, if you’re like most people, you won’t. You’ll just take up more valuable time procrastinating and putting off what’s most important to your success. 

A good plan violently executed now is better than a perfect plan executed next week. – George S. Patton

As General Patton pointed out, in warfare it is a strategic advantage to execute a course of action rapidly. Procrastination in action and agonizing over the ‘perfect’ solution can (and often does) lead to a foe gaining the upper hand. So, while you don’t want to make hasty decisions, you also can’t afford to lose ground and risk failure due to your inability to act quickly.

2) Champions Face Challenges Head On

Procrastination Issues

As I wrote in my previous post, high-achievers typically excel at overcoming challenges to reach their goals.

It’s human nature to want to avoid difficulties. When we face difficult tasks, our brains are hard-wired to side-step them, especially when there are so many easier things we could do with that same time. Would you rather write that sales letter or check out the latest funny cat video on YouTube? Without discipline, most folks are easily distracted by such less demanding activities. 

Behavioral psychologist’s refer to this behavior as negative reinforcement. We avoid a difficult task by replacing with an easier one (like that cat video) and we’re rewarded (with entertainment) making us feel better. Ultimately, these types of rewards for avoiding the more difficult tasks reinforces the behavior and we establish a habit of repeating the act over and over, killing our productivity. 

One of my favorite success tips for overcoming procrastination is from Brian Tracy who literally wrote the book on stopping procrastination, Eat That Frog! As described in this short video, the title of the book refers to doing the most difficult task on your to-do list, eating that frog, first so you get it done and avoid the likelihood of procrastinating and avoiding it later. Good stuff!

3) Champions Are 100% Committed

NoExcuses

A popular psychological definition of procrastination is “the gap between intention and action”. When we’re truly committed to something we’re focused and motivated to take action and fill that gap by completing the required tasks in a responsive fashion. When we’re not truly committed, we’re not focused or motivated and it’s easy to get side-tracked find other things to fill the gap.  

As I wrote about in Passion Powers Performance, a big deterrent to performance is a lack of passion and engagement with the work and/or workplace. Very few folks are eager to do anything when they lack enjoyment or fulfillment from doing so. 

Some of this lack of motivation is often attributed to a poor corporate culture where nobody is motivated to do much of anything, fostering procrastination. As Newton’s First Law of Motion states a body at rest will remain at rest until an outside force acts on it. Effective leadership and a winning team culture‘ are tremendous forces to get people motivated and moving and progressing, minimizing procrastination.

Of course, none of this should be a substitute for personal accountability and taking responsibility for your own actions and ultimate success. Whereas weak and average performers typically waste precious time and make excuses, high-achievers maximize their time and create results!

In other words.. Champions Don’t Have Time To Procrastinate!

Champions Don't Have Time To Procrastinate

Make a Great Day!

Steve 🙂

steveferrante.com

This article is on LinkedIn Pulse here > Top 3 Reasons Champions Don’t Have Time To Procrastinate

Nothing Is Impossible

Time for some Wednesday Wisdom..

Every single day people face challenges at work and life in general. If today is not your day, perhaps it will be tomorrow.

Some folks are better dealing with and overcoming these challenges. While the average person is often stopped by a difficult challenge, a high-achiever typically views the same challenge as an obstacle they must (and will) overcome to reach their goal and succeed.

As I have said many times to my Pinnacle Performance students, either the obstacle wins or you do.

Enter the Armless Archer..

Mark Stutzman is a remarkable human being and a true Pinnacle Performer. Born without arms, he has never let his ‘disability’ hinder his ability to succeed. 

As Mark wrote on his websiteimpossible is a state of mind.

Have a look at Mark in action on the video below and then give some serious thought to those obstacles you’ve considered too great to conquer.  

So.. what’s your excuse?

Nothing Is Impossible

Make a Great Day!

Steve

Often confused with National Barbecue Day, Memorial Day is the day we honor the military heroes who paid the ultimate price for our country.

Home of the Free becuase of the Brave

While leaders in business do not typically risk their lives for the mission of their organizations, there is much we can all learn about leadership from those in the military that did.

Here are the top leadership traits possessed by military leaders accompanied by a relevant image quote:

  • Work Ethic / Preparing To Win

no-secrets-to-success

  • Commitment / Discipline

I cannot trust a man to control others who cannot control himself.

  • Honor / Integrity

Duty, Honor, Country. Those three hallowed words reverently dictate what you ought to be, what you can be, what you will be.

  • Self-less Service

Ask not what your country can do for you — ask what you can do for your country.

  • Perseverance / Overcoming Adversity

George-Patton-Success

  • Responsibility / Accountability / Lead by Example

true-courage-norman-schwarzkopf

  • Execution with Precision / Attention to Detail

When you are in any contest you should work as if there were – to the very last minute – a chance to lose it.

Whether you’re a manager in your organization or not, adhering to the traits of our military heroes can help you achieve greater levels of success!

memorial-day-toons-48c3c0e3ced35eb3

Saluting those who gave all for our country. 

Steve

Never Doubt Committed People

You can have the best business plan and build the finest facility but, at the end of the day, none of that matters without a winning team of employees that are committed to the business and its success.

Of course, it helps to hire the right people to begin with – those with a winning personality and mindset that best fit your ‘winning team’ culture. 

Beyond hiring winners, however, creating (and sustaining) a true Winning Team corporate culture is not something that magically appears. It must be cultivated and will flourish or flounder depending on how it is managed.  

To help you with that, here are my great eight practices for creating a Winning Team corporate culture that support world-class sales and customer service objectives:

  • Unengaged Employees Don’t Create Engaged Customers

While this is more of an affirmation than a practice, it’s really important you keep this fact at the forefront of your creating a winning team corporate culture efforts.  If employees are displeased at work you can bet some of that displeasure is spilling over into their customer interactions and, ultimately, costing the business substantial dollars in lost revenue. All of the following practices foster and build employee engagement.

  • Set The Bar

Do you have documented values and best practices that set of standards of performance and state clearly what your organization stands for and what is expected of employees to achieve it? Remember, a goal without a plan is just a wish. Communicating your organizations’ commitment to excellence through values and best practices ensures everyone is on the same page and there is no confusion with your Winning Team Culture mission.

Establishing values and best practices is an integral part of my exclusive training tool-kit/portal program for clients. Visit Your Training Portal for details.

  • Demonstrate Care

A Winning Team Culture can only survive and thrive in a caring and supportive environment. When employees feel like machines, not human beings, they become emotionally detached from the business and tend to go through the motions to get through the day.

To build a winning team culture, managers should always treat their team employees exceedingly well. Do you treat your employees in a manner that is consistent with the way you want them to treat customers? Many managers do not, yet they expect their personnel to excel when it comes to positive customer interactions.

Managers should initiate contact with team members on a regular basis, both formally and informally.  Taking time with employees to show an interest in their work, listening to their issues and experiences demonstrates that you value their contribution and builds morale and motivation.

  • Communicate Well

Can you hear me now? Too often employees don’t feel like they have a true voice in the company, that no one is really listening and their opinion doesn’t matter. Winning Team cultures encourage information sharing and promote an environment of open communication where employees are comfortable contributing their feedback and ideas.

  • Live “Winning Team” Every Day

Creating a winning team culture is not something that happens at the corporate headquarters behind closed doors. It’s in the stores, the service areas, the warehouse, and everywhere else employees interact with customers and each other.

Managers need to be physically (and mentally) present in the workplace to consistently communicate the winning team message with employees, reinforce a commitment to excellence and promote continuous improvement for individuals and the company as a whole. 

  • Be a Champion Cheerleader

Perhaps nothing builds a Winning Team corporate culture better than recognition. It’s amazing what can be achieved when people feel appreciated! Recognition and praise goes a long way towards building positive team spirit and morale. Managers should always seek out opportunities to acknowledge both individual and team efforts and celebrate jobs well done.

Make saying ‘thank you’ a habit and always let employees know when they have performed well. This reinforces and encourages proper behaviors, builds trust and strengthens the culture.

  • Promote Progress

The old adage fits here, “If you’re not growing, you’re dying”.  It’s the same with employees and corporate cultures, they must move forward or they will deteriorate over time. Managers need to make progress a priority and not settle for status quo. Whenever possible, take the opportunity to encourage the next phase of employee and team growth. Engagement and productivity improve when employees know how they are doing now and what they can expect in the future.

  • Have Fun

Okay, I admit it, this is my favorite one. As I discuss in my Pinnacle Performance training, having fun at work is a business strategy. It gets back to practice # 1, unengaged employees don’t create engaged customers. There’s a reason so many market-leading companies are also considered to be the best places to work. They know happiness matters and they create a culture of fun in the workplace that improves employee morale and productivity.

See my YouTube video, Workplace FUN Tips! for some fun inspiration.

Make a Great Day!

Steve 🙂

Steve Ferrante is the CEO & Trainer of Champions of Sale Away LLC., providing Pinnacle Performance Sales, Customer Service and Winning Team Culture training, speaking and professional development services to success-driven businesses throughout North America. For more information on Steve and Pinnacle Performance services for your team visit saleawayllc.com

swot-analysis

As I train all my Pinnacle Performance clients, effectively improving an organizations sales and customer service effort should begin with an honest evaluation of the organizations current performance to establish a baseline from which improvements can be addressed.

One of the best ways to to gain a clear understanding of how your organization is currently performing is to conduct a SWOT analysis.

As a strategic-planning management tool, a SWOT analysis evaluates the 4 areas represented by the letters of the name:

S = Strengths
W = Weaknesses
O = Opportunities
T = Threats

Who Should Participate?

Many businesses will only have the senior executives participate in a SWOT analysis process. While that can be worthwhile for an operational analysis, a SWOT that focuses on sales and customer service should absolutely involve all employees that regularly interface with customers. These staff members have first-hand knowledge of the company’s strengths and weaknesses and can provide valuable insight as to what is happening at the critical point-of-sale on a day-to-day basis.

Print

The SWOT analysis process is straight-forward – objectively consider each of those four key areas. In addition, think about what the customer’s perspective might be in each of those areas, and consider how what you do aligns with that outlook.

Strengths:

What sales/customer service strengths exist in your business now?

To help determine this, focus on the perspective of what customers and the market (competitors, the industry) consider as your organizations primary sales/customer service strengths.

In addition, you should determine what competitive differentiators exist? These are areas that your organization is unique (faster, better, more cost-effective) than the competing business’s your potential customers may also shop.

Top strengths typically include:

  • People/Staff
  • Reputation (Longevity in Market)
  • Customer service
  • Product Availability
  • Speedy Service
  • Knowledge of products and services
  • Trustworthy

Customer Perspective:

I am the greatest strength in your organization for without me there is no business to be had.  If you take really good care of me I will help your business thrive and grow. If you don’t, I’ll be more than willing to take my business to one of your competitors that will.  

Weaknesses:

What sales/customer service weaknesses exist in your business now?

It’s critical to be honest in assessing this area. Again, focus should be from the viewpoint of what customers and the market consider as your organizations primary customer service short-comings. These are your competitive disadvantages.

Top weaknesses typically include:

  • Some employees (weak performers)
  • Employee turnover
  • Communication and Phone Skills
  • ‘Winging It’ – lack of professional systems and processes
  • Communication between service and sales teams
  • Too quick to discount to save sale
  • Inconsistency

Customer Perspective:

I can be the greatest weakness in your organization. I prefer to do business with a strong organization and your weaknesses are damaging my confidence.  It only takes one weak performance for me to consider alternatives for my future needs. If I’m merely satisfied by your service, I’ll swiftly depart as soon as I find someone who exceeds them.

Opportunities:

What sales/customer service opportunities exist in your business now?

Opportunities are potential future strengths. What opportunities does your company have to use its strengths to increase sales and market share? How does your strategy address capturing these opportunities?

Top opportunities typically include:

  • Recruiting/Attracting quality employees (replacing weak performers)
  • Training; Improving Sales/Customer Service Skills
  • Exceeding customer expectations
  • Improving corporate culture
  • Institutionalizing processes to create consistency

Customer Perspective:

I can be the greatest opportunity in your organization. I cost far less to keep than it does for you to secure a new customer. But you must truly value me and consistently demonstrate your value to me through your actions. If you’re effective, your opportunity extends beyond just me and I’ll be sure to tell my friends and family how well I’ve been treated. If you fail, I will become one of your competitors opportunities.

Threats:

What sales/customer service threats exist?

Threats are potential future weaknesses. What threats imposed by competitors and/or the market does your organization face? What are the consequences if your customer service effort does not effectively combat these threats?

Top threats typically include:

  • Increased competition (online, national chains, etc.)
  • Poor Customer Service (Wait times, etc.)
  • Losing good employees
  • Losing customers
  • Social Media
  • Complacency

Customer Perspective:

I can be the greatest threat in your organization. I have plenty of alternatives for your products and services. If I feel undervalued, I will leave for somewhere I feel valued. If you’re trying to sell me with your best interest in mind, I’ll take my business to someone who helps me buy with my best interest in mind. If you cannot resolve a concern/problem to my satisfaction not only will you lose my business but I will tell my friends and family not to do business with you.

Action Plan

There’s a popular quote,  a goal without a plan is just a wish. This view certainly applies here and there’s no sense in conducting a SWOT analysis unless you plan to take deliberate action with your findings. Many SWOT analysis end up being nothing more than a bunch of ‘findings’ as the partaking business fails at this last critical step of creating a clear action plan.

The ‘Big Picture’ objectives:

  • Strengths need to be effectively maintained, built upon and maximized.
  • Weaknesses need to be effectively remedied or eliminated.
  • Opportunities need to be effectively prioritized and optimized.
  • Threats need to be effectively countered or minimized.

As a strategic meeting facilitator, I recommend these steps to successfully develop your action plan:

1) Review each area of your SWOT matrix and prioritize your findings into two lists: one that is short-term with issues you plan to address within the next 6 months and one that is longer term of 6 months and beyond.

2) Set the specific actions you will take to achieve the objectives. This will take some brain-storming and strategic thinking and should be the longest part of your planning process. Remember the ‘action’ part of the action plan matters most so don’t rush this step!

3) Attach a time-frame to each of the objectives with ‘benchmark’ dates to check on your progress along the way. Shorter, ’round-table’ meetings should be planned in accordance with these dates.

4) Assign an employee or employees to be in charge of each action area. This is another major reasons SWOT analysis fail; everyone has good intentions but no one ‘owns’ anything so ultimately little gets accomplished.

Follow these steps, and keep the customers perspective in mind at all times,  and you will have a successful action plan to increase your sales and customer service efforts!

Make a Great Day!

Steve 🙂

Steve Ferrante is the CEO & Trainer of Champions of Sale Away LLC., providing Pinnacle Performance Sales, Customer Service and Winning Team Culture training, speaking and professional development services to success-driven businesses throughout North America. For more information on Steve and Pinnacle Performance services visit Sale Away LLC. Steve can be reached @ steve@saleawayllc.com

Hello and Happy April Folks,

If you’ve been following Pinnacle Performance Champions than you know this blog, like my business itself,  is all about success. 

Over the years, many great personalities from across the globe have made their own statements regarding success.

Many of them can be found right here on > Pinnacle Performance Quotes 

Merging matters (literally), the fine folks at Succeesstory.com produced the snazzy infographic below showcasing some of the best quotes from those famous high-achievers.

I hope these inspire and empower you to achieve greater success!

SUCCESS QUOTES INFOGRAPHIC

Make a Great Day!

Steve 🙂

People with Passion can Change the World for the Better

Merriam-Webster Dictionary defines passion as “a strong feeling of enthusiasm or excitement for something or about doing something.” 

Do your fellow colleagues have a passion for their work? Mort importantly, do you?

People who study success (conspicuously raising my hand) will tell you that passion and success go hand-in-hand.

It’s no great secret that many folks have little to no passion for their work.  As I wrote about here, these folks have no Zip in their Do Da and typically drag themselves through the day.  They consider work a paycheck and their #1 goal is getting through the week to cash out.

If you aren’t fired with enthusiasm, you’ll be fired with enthusiasm – Vince Lombardi

As the above quote suggests, legendary football coach Vince Lombardi was quite serious about passion and enthusiasm with his players. He knew that passionate, enthusiastic players would have magnetism that would drive each other to give it their best to succeed.

This same contagious ‘magnetic effect’ is also true in the workplace and, properly managed, can power a business to new levels of success.

World-class companies know that passionate, enthusiastic employees are the best kind to hire and retain. They typically work harder and seek to improve themselves and their performance on the job. And, from a sales stand-point, enthusiastic employees naturally have far greater customer engagement than those that are dispassionate on the job.

Sadly, the average business typically has many more unmotivated, unenthusiastic employees. Often poor management is the root cause of the problem with uninspired managers demotivating team members with their disengaging behaviors and lack of on-the-job enthusiasm. However, a poor or weak manager should be no excuse for each employee’s Personal Responsibility In Delivering Excellence.

Test Your Passion

It’s not hard to assess your passion and/or those of your co-workers on the job. Refer back to that opening definition; “a strong feeling of enthusiasm or excitement for something or about doing something.” Is that how you feel about your work?

Passion is all about engagement. Those with true passion are ‘fired up’ for and at their job. They are positive, look forward to their work, have high energy, and their time there seems to fly by.

Those with little to no passion are negative, dread Monday mornings, bring no energy to their work, and their on-the-job time seems to crawl by as they count the minutes until they can run away from it.  

Obviously, one of these folks is far more productive than the other. 

You may be thinking, my work is not special.. I’m only a salesperson, a customer service rep, another worker bee.. what do I have to be passionate about?

How about being the best at what you do?

You may not have a deep-seated personal passion for what your business sells, tires or auto parts as an example, and that’s okay. You should, however, have a passion for your profession and to be the very best you can be in your role.

If you’re a sales or customer service representative, that means having a passion for selling and helping potential customers purchase your product or service, providing the best in customer service and exceeding expectations. 

do-it-with-passion-or-not-at-all-quote

If you don’t have a passion for being the best at what you do where you are currently doing it then you’re probably in the wrong job and positioned for failure or, at best, mediocrity. In other words, if you can’t do your job with passion then you probably shouldn’t do it all. Face the fact that you’ll never achieve the level of success you are capable of achieving without that true passion – you are costing yourself and your business – and move on. 

For, when you follow your passion, success will follow you.

PASSION1

Make a Great Day!

Steve 🙂

This article is also on LinkedIn @ Passion Powers Performance

Steve Ferrante is the Grand PooBah & Trainer of Champions of Sale Away LLC. He has a profound passion for delivering his Pinnacle Performance Sales, Customer Service and Winning Team Culture training, speaking and professional development services to success-driven organizations throughout North America. For detailed information visit Sale Away. Steve can be reached directly at 866-721-6086 ext. 701 or via email at steve@saleawayllc.com

 

 

 

Live Long & Prosper

RIP Leonard Nimoy

Live Long and Prosper

Put Some Zip In Your Do Da!

Put Some Zip In Your Do Da

“Put Some Zip In Your Do Da!” is one of my favorite Pinnacle Performance maxims and for good reason…  it is the fuel of high performance!

We all have that daily ‘Do Da’ we do but all too often there’s little zip in it.

The fact is positive attracts positive in all we do. A positive, upbeat attitude typically influences a similar positive response in your customers, co-workers and everyone else you interact with.  Conversely, a negative or poor attitude repels, typically influencing a similar negative response from others.

Pinnacle Performers in sales or customer service demonstrate Zip with their upbeat, friendly tonality never sounding bored or tired.   

Your outward appearance also says a lot about your Do Da. High level politicians up to the President of the United States are coached on body language and how to present themselves to the public because we the people expect leaders to look a certain way.

Leaders (that people want to follow) and successful folks in general are not those that look like they’re carrying a heavy burden and dragging themselves along day after day.

We’ve all seen these sleep-walking Sally’s at work:

Sleep-Walking

To quote Aerosmith, their ‘get up and go must have got up and went’. A sweet emotion interacting with these folks it certainly is not. 

For your selling/customer service/life purposes, recognize that people naturally gravitate towards people who are successful and avoid failure at all costs. Pinnacle Performers project Zip with an energetic pep in their step, good posture and a can-do demeanor that delivers a message of confidence and success. 

Did you see the The LEGO® Movie? I sang “Everything Is Awesome!” for about a month straight and still do whenever it pops into my head. Perfect inspiration to get your Zip going!

Everything Is Awesome

This guy has some serious Zip in his Do Da too:

lateforbusiness

Insert your peppy self here…

Peppy Pete

Here’s a short clip on the topic from a keynote presentation I gave back in 2012:

In a nutshell, you can achieve more and contribute to making work (and the world) a better place with more Zip and less dip in your Do Da!

Sale Away Do Da Logo

Show Your Zip with assorted apparel and unique merchandise available here > Pinnacle Performance Online Store

Make a Great Day!

Steve 🙂

(I don’t just preach Zip for your Do Da, I practice and teach it too)

Would You Buy You?

For-Sale

When you go shopping for anything, have you noticed how many items are advertised as “Old & Degraded”? Probably not. How about “Same Ol’ Same Ol'”? Very likely, no. It’s safe to say that neither of those are popular product labels. On the other hand, “New & Improved” is on just about everything advertised everywhere at all times. It seems you can’t walk down the aisle of a supermarket without being bombarded by these signs of continuous product improvement.

Do you remember Pop Tarts? Well, when I was growing up Pop Tarts and I were never far apart. Strawberry, blueberry, plain, frosted, I had to have them. After all, who doesn’t savor the wholesome goodness of a manufactured pastry snack? Well, as fate would have it, growing older Pop Tarts and I somehow drifted apart… perhaps replaced by my Slim Jim phase in the early 90’s but no one can be sure.

In any event, one day our paths crossed again but this time it was different… I can still vividly recall the big bold colorful letters as the store sign dramatically called out, “New and Improved Pop Tarts”. Surely you jest.. I hadn’t received the newsletter but, sure enough, right there perched in front of me, they were. They did look new and improved… The package was now a bright minty green, not that circa 1960’s white cardboard look of old. And, the toaster had obviously been working out as it was fit and trim with all the sparkly gleam of a new model.

Not one to miss the opportunity at what must surely now be true perfection, I swiftly snatched 2 boxes and departed. Well, guess what? Much to my astonishment, these were the same ol’ Pop Tarts I remember when I was a kid!?! Nothing perceptibly different I could muster. That’s not to say they were bad, just the same yummy good as before.

If you pay attention, you’ll notice this “New & Improved” marketing is being used regularly for a wide variety of products in many different industries. Of course, many of these products are indeed ‘new and improved’ in some way and that’s a good thing. 

More often than not, however, the actual improvements are so small that the most noticeable change to the consumer is in the packaging itself. These deliberate advertising/marketing efforts have proven to be effective time and time again or rest assured they would not be commonplace.

These same type of deliberate efforts need to be made by progressive professionals seeking greater levels of success.

The fact is… YOU are the product! 

YOU have a choice in the way you perceive yourself, package yourself and, ultimately, sell yourself to others.

Every day you have a choice to be new & improved so ask yourself…

“New & Improved” or “Same Ol’ Same Ol”? Which one would you buy?

Every Day You Have A Choice To Be New & Improved

Make a Great Day!

Steve 🙂

Steve Ferrante is the Grand PooBah & Trainer of Champions of Sale Away LLC., providing Pinnacle Performance Sales, Customer Service and Winning Team Culture training, speaking and professional development services to success-driven organizations throughout North America. For detailed information visit Sale Away. Steve can be reached directly at 866-721-6086 ext. 701 or via email at steve@saleawayllc.com

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