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

Posts tagged ‘continuous improvement’

It’s What You Learn After You Know It All That Counts

Good Day Pinnacle Performers,

Time marches on and with it we have arrived at the next John Wooden Maxim: It’s what you learn after you know it all that counts.

Wooden On Learning

This popular Wooden maxim is the first quote I reference with new trainees. While select students are novice, inexperienced lads and ladies, most folks enter training with at least several years of experience, up to seasoned veterans with 10+ years on-the-job.

Many of these experienced folks enter new training with a know it all already mentality, seemingly close-minded to new ideas. Obviously this is not the most favorable attitude when it comes to learning anything.

Fortunately, the vast majority of participants in my Pinnacle Performance training do come around. Usually at some point during our first time together they realize they actually didn’t know this or that and, now that they do, they’re better for it.

“Always be learning, acquiring knowledge, and seeking wisdom with a sense that you are immortal and that you will need much knowledge and wisdom for that long journey ahead. Know that when you are through learning, you are through.” – John Wooden

The reality is you can’t learn anything if you already know everything.

You Can't Learn Anything, If You Already Know Everything

Those know it all types aren’t particularly interested in moving forward and growing, contending that if they don’t know it by now then they never will.

Pinnacle Performers maintain an open-mind and pro-actively seek out new learning opportunities and ideas that can help them further their skill set and performance.

Looking to learn more? Visit Steve’s Recommended Reading

Make a Great Day!

Steve

Never Mistake Activity for Achievement

Good Day Pinnacle Performers,

This next John Wooden MAXIM is one of the best of his best.

Never Mistake Activity For Achievement

Over my 25+ years in sales/sales management and sales/customer service training, I have witnessed countless sales and customer service people that confuse activity with achievement, many on a daily basis.

The fact is many sales and customer service people routinely engage in activities that keep them busy rather than focusing their efforts and attention on the behaviors that will move them forward towards greater success. They perform their going through the motions routine and have the outward appearance of  lots going on but, like running on the treadmill, tomorrow they’re no father along then they are today.

It reminds me of the wonder years coaching my kids soccer teams. During games, everyone would run around (lots of activity) but hardly anyone would score (achievement). At the end of the game everyone would feel like they worked their butts off and accomplished something but the score would reflect otherwise.

When you improve a little each day, eventually big things occur…. Not tomorrow, not the next day, but eventually a big gain is made. Don’t look for the big, quick improvement. Seek the small improvement one day at a time. That’s the only way it happens — and when it happens, it lasts. — John Wooden

This MAXIM ties in perfectly with the previously posted Ben Franklin Lesson 3: Stop Procrastinating! where I wrote about Managing Your Cash Flow Zone and the the difference between high-value and low-value activities

As I often say in training, there’s a difference between activity and prosperity. What will you do today to prosper tomorrow?

Make a Great Day!

Steve 🙂

Be Quick, But Don’t Hurry

Good Day Pinnacle Performers,

Let’s kick-off the week on a high-note with the next John Wooden Maxim; Be Quick, But Don’t Hurry.

Excerpt from Wooden: A Lifetime of Observations and Reflections on and Off the Court:

“When you hurry you tend to make mistakes.  On the other hand, if you can’t execute quickly, you may be too late to accomplish your task. It’s a delicate but crucial balance.”

This little maxim has big meaning when it comes to maximizing your performance. Customers want you to be pro-active and “act quickly” to address their needs. They also want personal care and attention and, if you hurry this area, they won’t feel your behavior was sincere and you put the relationship at risk.

World class customer service pro’s maintain proper balance; quick in service but slow in interactions with customers. So, like a supercar, you must be “Quick” and responsive when needed and also properly paced “Don’t Hurry” when called for.

Wooden Be Quick But Don't Hurry

Walk The Path!

Steve 🙂

Success Lessons From Zig

Good Day & Happy Holiday Season All,

As you may know, famed motivational speaker, author and man with the coolest name in the biz, Zig Ziglar, died on November 28th at the age of 86.

Over five decades, Ziglar authored more than two dozen books on salesmanship and personal ‘self-help’ development, emphasizing that success is dependent mainly on ones attitude and motivation, rather than educational aptitude or salesy schmoozing ability.

Regarded as one of the best motivational speakers of our time, Zig would regularly pack arenas to share his message of positive attitude, motivation and success through stories highlighted with short quotes that have become like commandments for success with his legions of followers.

Below are my favorite lessons from Zig that apply directly to my Pinnacle Performance teachings:

You Have To Start To Be Great

Zig - Start To Be Great

Expect The Best

Zig - Expect The Best

Your Attitude Determines Your Altitude

Zig - Attitude Not Aptitude

People Buy Emotionally

Zig - People Buy Emotionally

Be a Friend First

Zig - Be a friend

Motivate Daily

Zig - Motivation Daily

Help Others To Help Yourself

Zig - All You Want In Life

Make A Great Day!

Steve 🙂

More > Misc Brain Food

See All > Pinnacle Performance Quotes on Pinterest

Back To Business

Good Day All,

Hope everyone had a good long weekend and all is well.

With September upon us it’s time to end Summer vacation (even if only mental) and have a renewed focus on business.

Pinnacle Performance can only be achieved by those who are committed to continuous improvement and consistent personal progression.

Don’t wait for success to happen… Make It Happen!

Steve 🙂

 

Discipline for Success

Discipline is a fundamental component of success in anything in life.

Have you ever seen an athlete achieve world-class greatness without discipline to their sport and a commitment to working on their game and honing their skills? Champions rarely wing it.

Have you ever seen a seriously overweight individual get in shape without discipline to some form of diet and exercise? Most likely, no.

Sadly, it is rare to see the same level of discipline in sales and/or customer service reps. Sure, the consistent achievers (Pinnacle Performers) have it. But they are often the exception and not the rule.

Everyone wants success in their sales or customer service role. True performers achieve success by committing to continuously improving their skill set and performance.

I once had a trainee tell me that he didn’t like to role play (customer interaction scenarios) because he didn’t feel he was very good at it and he would be “a mess”.

Imagine telling your (pick a sport) coach that you don’t want to practice because you’re not very good at running the plays?  That’s the point of practice!

I tell trainees all the time, the program works if you work the program. All it takes is discipline.

Steve 🙂

Persist To Succeed

Good Day All,

The attached image shows just a few but many of the world’s greatest accomplishments never would have been achieved without persistence.

Right now, in a tough economy, there is much to challenge your chances of success. Consumers limiting their spending, reduced traffic in the stores, etc.  It is easy to fall victim to these external issues and lose your internal drive.

Persistence takes practice. It’s something you bring to work every day. Regardless of what your goal may be, you can only accomplish it if you persist towards it with daily focused behaviors.

Commit to moving forward every day, each another step of progress and one step closer to your goal and ultimate success.

Steve 🙂

View All Pinnacle Performance Quotes > Pinnacle Performance Quotes on Pinterest

Poor Wellbeing Is Killing Your Business!

Hi All,

Anyone familiar with my Pinnacle Performance training knows that we spend considerable time learning about market-leading companies and how, to the point of this post, building a winning team corporate culture leads to increased employee engagement and, ultimately, greater customer engagement and sales performance.

Well here’s a fantastic new article from the Gallup Business Journal that supports those principles and then some.

A Q & A wih Tom Rath and Jim Harter, Ph.D., authors of the bestseller Wellbeing: The Five Essential Elements, the result of decades of research into wellbeing.

Click-On Here To Open Article > Poor Wellbeing Is Killing Your Business!

Make a Great Day!

Steve 🙂

Keep Moving Forward To Succeed

Hi All,

As any calendar will tell you, we are now officially half-way through 2012. And this midway point comes smack dab in the summer season when it’s easy to be distracted by the nice weather and thoughts of being out of work for a little fun in the sun.

That’s great and well deserved for your efforts. Just don’t take that mental vacation while at work too…

You are (or should be) on the right track to a Pinnacle Performance year. This is no time to stop and smell the roses.

Keep moving forward towards your goal and striving to be better today then you were yesterday.

Walk The Path!

Steve :-)

Frost on The Road Less Traveled

Hi All,

In one way or another, I speak about this all the time in my Pinnacle Performance training.

The fact of the matter is you’re not a monopoly in the marketplace. There’s likely many people and companies who do what you do.

When product and/or services are identical from company-to-company they are automatically commoditized with lowest price being the single biggest purchase influencer. When you are the same as everyone else in your role then you too are commoditized and worth only the “going rate” for your daily duties.

The best performing companies, and the people in them, are innovators. They don’t behave like everyone else. They go over-and-above to create special value for their customers, internally and externally.

They take the road less traveled and that truly does make all the difference.

Make a Great Day!

Steve 🙂

See All Pinnacle Performance Quotes > Pinnacle Performance Quotes on Pinterest

Tag Cloud