One Chance
A first impression is INDEED a lasting impression, and you only get one chance to make one. I was reminded of this archived posting today and decided to refresh it. I had two interviews a while back that made very poor first impressions and I stopped right there. The first one was 15 minutes late, full of piercings including two fresh cheek dimple piercings that were still bandaged. The other looked like she just got out of bed and pulled on her hooded sweatshirt and and baggy pants to go apply for the job. When people show up for a job interview like this, you can bet your bottom dollar that it will get even get worse after getting the job. You get lucky when you can screen them at this point before exposing them to your customers. Those that get throught the interview will continue to make more “First Impressions.” Read On!
New salespeople show up on day one ready to succeed. Sometimes they even sell more than existing “old timers” are currently. What’s with that? How can a brand new person with very little product knowledge outsell a seasoned veteran that knows it all? It’s because the new person still thinks everyone is going to buy, that you have a great company, and that your way is the right way.

The Right Attitude!
That shiney new salesperson may not have the knowledge yet, but still has the enthusiasm it takes to make the right first impression on customers. That means more than knowledge alone. Answers to questions can be found, and sometimes just the honest admission that one doesn’t “know it all” can go a long way to making the sale.

“Water Cooler Training”
It’s important to shield new salespeople from influences that can be harmful to their success. Too many times we see people get hired and then turned over to the existing staff to “train” them. A past partner of mine had a rule; “Live with them the first week.  Keep them by your side, have lunch with them, and even stand outside the restroom when they go in there.”

“Here’s how it really works.”
At the interview and in your initial meetings with new salespeople they hear how things are supposed to work. Then, when they get to work with your existing staff they find out how it’s “really done.” Unfortunately old timers pick up some bad habits along the way. They learn shortcuts that sometimes lead to short paychecks. They start accumulating excuses for missed sales. They gossip about company policies and decisions. Your shiney new salespeople can be influenced by these impressions, and before you know it the shine is gone.

You Cannot Train People!
Animals can be “trained” to do something, and once “trained” will always do it. One would assume that if you can train a dog to sit up, that you can train a human being to sell. I have a problem with the word “training.” Managers sometimes think that once a person has been “trained” that he or she will always behave in the way taught, and the learning stops. The reality is that “sales coaching” is an ongoing process whereas “training” is thought of as a one time event.

Hands on Coaching Works
“Coaching” is understood in athletics, it never stops. Top athletes continue to be coached on how to get better at their craft. I prefer the term “coaching” when teaching selling skills, and as with athletics, it must be an ongoing process. That’s just the way it is!

Ask Yourself;

“What could I be doing RIGHT NOW, THIS MINUTE to improve my business?”

When you ask someone a question you take control of that person’s mind as he or she begins to mentally search for the answer. The same is true when you ask yourself a question. If you were to stop and think about it you are asking yourself questions all day long. The key to successful thinking is asking yourself the right questions. People ask themselves questions like, “I wonder what I’m going to have for dinner tonight?” and “Should I go here or there?” “Should I do this or that?” “I wonder what would happen if I did this or that?” The list is endless. Sometimes it is even hurtful questions like, “I wonder if I should really go to work today.” or when the alarm goes off, “Should I get up or hit the snooze button?”

Great Times

In 1964 my business was two years old. I had enjoyed early success, primarily as a result of the passion that I had brought into that business. I was unaware that my habits that slowly changed and that my success had allowed me to drift away from the basics that were making the business work, and into less productive activities such as playing golf and waterskiing. I would get up in the morning and ask myself, “What am I going to do today?” Followed by the question, “Do I have any appointments at the office?” When the answer the second question was, “No,” I would then think, “This is a great day to go waterskiing.” I would then call up a couple of buddies, enthusiastically hook my boat trailer up to the back of my beautiful 1962 Cadillac, and we would head off to Lake Havasu or The Colorado River for a day of two of fun.

Wake Up Call

I had grown oblivious to the fact that my business was sinking and my bills were piling up. Somewhere in the back of my head I was thinking, “Oh well, things will always work out, they always do.” That thinking changed drastically and dramatically when I received a telephone call from Mr. Marvin K Brown, the owner of Marvin K Brown Cadillac in San Diego. Mr. Brown simply said, “Mr. Martin we want that car back.” I loved that car, even more than waterskiing; I didn’t want to give it back. I thought he was being unreasonable, I was only five months behind on my payments and I knew things were going to work out someday. My mind raced for a solution, and I ultimately said, “Mr. Brown, my business is growing and about to really take off. I need to keep that car and will make you a deal.” He was quiet and I continued, “If you will order me a new 1965 Cadillac, when it arrives in 60 days, if I am not caught up on the payments I will deliver the 1962 to to you, but if I am caught up you deliver the 1965 to me, and I will get a new Cadillac every two or three years for the rest of my life.” He paused for what seemed to be an eternity, and then finally said, “Okay Mr. Martin, you have a deal.”

“NOW WHAT?”

When I hung up the phone I was wringing wet with perspiration and filled with thoughts as to what I was going to do next. I didn’t know what to do, but I did know what not to do, I was NOT going waterskiing today. I jumped into the shower cleaned up dressed up and got to my office faster then I perhaps ever had before. I sat at my desk wondering, “What should I do now?” I began thinking of all sorts of things that I could do later today, tomorrow, or even next week. But I was not satisfied with those answers. Eventually I changed the question and asked myself, “What could I be doing RIGHT NOW, THIS MINUTE to improve my business?” I kept repeating that question to myself until I finally got an answer it was quite simply, “Mary.” I was in the home party jewelry business and Mary was a woman that had attended one of my parties several months back showing interest in buying a nice ring, but had put it off telling me that she would get one of these days. I called Mary and suggested that she get it today. She said, “I’ve been meaning to call you, can you bring it out to my house?” Well, now I knew what to do next. I grabbed the ring; jumped in my car and raced off to Mary’s house to deliver the ring and pick up a check. When I returned to the office I was a new man. I now knew what to do. I simply continued asking myself the question, “What could I be doing RIGHT NOW, THIS MINUTE to improve my business?” As the answers came, I took action over and over.

GOT IT!

Asking myself that simple question changed my life. I wrote it down in as many places as I could think of to keep it in my mind. 60 days later I drove my car down to see Mr. Brown and made the trade. He kept his end of the deal and I kept mine and I have been enjoying new Cadillacs and success ever since. And yes, I do keep asking myself that question. The last time I asked it was at 4:30 AM today while sleeping; the the answer was to get up and write this blog post.

It’s EASY!!!

Why Not Go Pro!?

My first business partner was a professional baseball player, as a result I was able to witness the behavior of professionals up close. Most kids played some baseball, football or basketball as youngsters, but only a select few become pro ball players and succeed at that level. The same is true in business and in the workplace. Each one has chosen to play at a higher level than that which was required to keep the job.

They are Everywhere

Professionals and amateurs can be found in all walks of life; sports, business, law, medicine, the arts, and of course sales,
Some Attributes Found in Professionals:

-Professionals maintain a high standard of ethics, behavior and work activities as either an employee or self-employed person.
-Professionals put the interest of the client ahead of their own interests.
-Professionals demonstrate a high level of work morale and motivation.
-Professionals have interest and desire to do a job well while holding a positive attitude towards al aspects of the job at hand.
-Professionals treat relationships with colleagues in the most respectful manner at all times.
-Professionals subject themselves to strict codes of conduct enshrining rigorous ethical and moral obligations.

Competition is Healthy

When you compete you win. There may be only one person that finishes first, but all professionals always win in the end. Whatever you do, choose to do it like a professional would.

-Professionals stand out; amateurs blend in.
-Professionals know how and why they should do things; amateurs only know how.
-Professionals work when they need to; amateurs when they feel like it.
-Professionals go to work because they want to; amateurs because they have to.
-Professionals start a new project as soon as they finish the current one; amateurs give themselves a well deserved a break as soon as they can.
-Professionals take pride in their work; amateurs don’t really care.
-Professionals don’t have time for endless tinkering; amateurs can tinker all day if allowed to.
-Professionals judge their work by results; amateurs by their efforts.
-Professionals make deadlines; amateurs avoid deadlines.
-Professionals accept, even embrace criticism; amateurs become hostile when criticized.
-Professionals think big; amateurs think small.
-Professionals solve problems, amateurs make excuses.
-Professionals visualize success; amateurs fear failure.
-Professionals practice; amateurs don’t need to.
-Professionals remain students; amateurs graduate prematurely.
-Professionals understand the importance of attitude and commitment; amateurs think it’s all luck.
-Professionals make it look easy; amateurs are convinced that it’s hard.
-Professionals learn from their mistakes; amateurs deny them.
-Professionals see opportunities everywhere; amateurs overlook them.
-Professionals are even tempered; amateurs quick tempered.
-Professionals are patient; amateurs impatient.
-Professionals are organized; amateurs disorganized
-Professionals arrive early; amateurs on time at best

What Level Are YOU Playing At?

Somebody’s Got To Do It!

Companies spend enormous amounts of money on things intended to generate revenue. Things like, Rent, Advertising, Signage, Displays and Merchandise. Too many times they then expect these things alone to bring in the sales. The most they can do is attract a customer. What’s now needed to make these expenditures pay off is a good salesperson doing a good job. It all comes down to that. You can have a great location with great merchandise, wonderful advertising and beautiful fixtures and signs, but a poor salesperson can undo it all. Likewise a great salesperson can succeed when these other things are marginal. Your biggest challenge and most important priority should be in building and maintaining a first class sales sales team.

Hiring
Recruiting is a process, not an event; it never stops. Don’t wait until you think you need a salesperson. That may be too late. Always be on the lookout for someone better that your weakest salesperson. Weak salespeople talk to customers and miss sales that a strong one would make. Even worse, they turn customers off forever. For HR reasons, companies these days are afraid to hire and afraid to fire, but both are needed to be the best that you can be. The Dead Sea is dead because there is no outlet. Rain water comes into the lake and then stagnates. Life cannot exist in a stagnant environment. As soon as it becomes apparent that you have made a hiring mistake you should make a replacement. In order to do that you need a “bench” of people ready to go to work for you.

The Bench
In sports the bench is obvious. Talented athletes are sitting there waiting for their chance to get in the game. You most likely will not have the budget to hire people that are sitting on a bench. Your “bench” is your ad in the paper and a steady flow of applicants. The better your team becomes the more difficult it is to find someone better that your worst one. That’s a nice problem to have, and much better than “grasping at a straw” when someone quits and leaves. We hate it when people quit and leave, but it’s worse when they quit and stay.

Hire Attitudes; Teach Selling
Customers form a fast opinion as to if they like a salesperson or not. When they don’t, they don’t buy. Think the same way when recruiting or interviewing. Look at the applicant as a customer will. Too many times companies pour over a resume to see if the applicant has the ideal experience. They say things like, “She doesn’t have enough sales experience” or “He has had too much sales experience, he has moved around too much.” Some of the best salespeople you will find will come with no sales experience at all, and when they get it from you will be loyal and stay with you. Hire the right stuff and be willing to teach the easy stuff.

Nice Little Boat
Last week, Larry Ellison, #5 on Forbes richest people in the world list just bought the local airline, Island Air. A few months ago he bought the island of Lanai. During those negotiations his yacht was docked at Aloha Tower in Honolulu. Rumor has it that he actually owns two of these. Money will buy a lot of things, but it won’t buy customer loyalty.

“They Could Have (at least) Called Me!!!”
I arrived at the Island Air terminal at the Honolulu Airport at 2 PM; giving me plenty of time to go through security and board my 2:45 PM flight to Kapalua, West Maui. I had already checked in on line and had my boarding Pass. I just needed to verify the gate number.

The counter agents were clowning around with each other, and exchanging candy bars as I stood waiting, unable to get so much as eye contact with one of them. When finally called over by the agent, she looked at my boarding pass and in a very matter of fact tone said, “We are putting you on a Hawaiian Air flight to Kahului.” That’s on the opposite side of the island! She handed me two documents as she said, “Give this one to the Hawaiian Air ticket agent, and this one is a taxi voucher to get you where you are going.” I asked her to explain this to me and she coldly said, “Aircraft Maintainance.” I said, “No, that won’t work for me, just put me on a later flight.” She said, “They have all been cancelled.”

As much as I felt like complaining, I knew it wouldn’t do any good, so I picked up my bags and began walking to the other terminal thinking, “That’s it for these guys. As convenient as flying into Kapalua is, I can fly Hawaiian the morning of my meeting and spare the expense of a night at The Westin and dinner at Roy’s. I can also count on the plane to leave when scheduled.” This is the second time in three weeks that “airplane maintenance” has delayed my flight.

Unless the attitudes and recent behavior patterns I  have observed at Island Air are improved, Mr. Ellison will be in for a rude awakening. I  am certain he won’t even know he missed my business, however I understand that Hawaiian Air is already gearing up to fly into Kapalua.

In the 31 years that I have lived in Hawaii I have seen several airlines go bust, including the long time #2 carrier, Aloha Airlines which was driven out by recent rival Go Airlines, who shares the terminal with Island Air.

“Mahalo”
Upon arriving at Hawaiian Air I was able to convince the agent to get me on an earlier flight with a First Class upgrade for $50. I spent the flight roughing out this rant on my iPad. When we landed in Kahului I told the taxi driver that I was going to Kapalua and he flashed a big grin and couldn’t hold back a little, “Yeah!” I waited until we were well on the way before telling him that I have a voucher from Island Air. He was far from thrilled to find that out, and he asked to see it. He called his boss to get approval and then went into a funk.  My guess is that inconvenienced, sometimes even angry people aren’t the best of tippers, especially when they aren’t paying for the ride. I asked the driver if the voucher includes a tip, and he laughed. I took that as a, “No Way!”

The Ride
The fare to Kapalua was $91, and he wasn’t expecting anything but I gave him a $20 tip. He was thrilled. Island Air’s poor performance wasn’t his fault. Riding around the Pali and watching whales frolic offshore calmed me down. It’s rare that I have the luxury of taking in the scenery as a passenger. There’s always a bright side to every little inconvenience.

Room with a View
To complete the mellowing out experience I checked into my ocean front suite at the Westin Maui…

And strolled over to Roy’s for a huge slab of seared tofu.
Life is Good

There’s Always a Reason

Jim Fregosi was my business partner in the 60’s. I was dirt poor and he was making millions playing shortstop for the California Angels. Jimmy made a comment to me at lunch one day that has stuck with me all these years, and gives me goose bumps every time I repeat it.

When I asked him WHY he needed to take batting practice, Jimmy said, “To play at this level you can’t have anything else on your mind than tonight’s game, and when we get suited up and take practice it transforms our minds from home and everything else into why we are here tonight.” Every since hearing that I have attempted to play at a higher level than I had to. I remain grateful to Jim Fregosi for that comment.

He went on to say, “When you know how to play the game you can keep your job, when you know WHY you do things you can someday be the manager.” Jimmy knew WHY, and when he got too old to hit the ball, he was made the manager.

Jimmy went on to manage several professional baseball teams, and was always willing to fight for what he thought was right.

It’s Easy!
Of all the tips on success that I have come across, simply being nice to people may be the easiest and most important one of all.
Nordstrom observed; “We found that we could hire nice people and teach them to sell. We had trouble hiring salespeople and trying to teach them to be nice.”

Be nice to your customers; even those that are not nice to you.
Be nice to your co-workers; even those you don’t like.
Be nice to your friends; regardless of your mood or theirs.
Be nice to your family members; even when you are upset by them.
Be nice to EVERYONE; ALWAYS.

Some of the most successful people I know are also the nicest; coincidence? I don’t think so.
Be Nice! It’s Easy

Great Example of Heart and Courage
When Big Mike Palcic learned that he would require a liver transplant he remained as positive and as jovial as always.
This from Mike, “I left home September 25th to be close to the transplant center. You must be within a ‘4-hour radius’ of the hospital when an organ becomes available.
I received the call for transplantation on Monday, January 7th at 7:00 AM and was in surgery that afternoon, three and a half months after arriving in San Diego. When I get home on April 3rd it will have been over 6 months of adventure for me.”

Mercedes Man

Upon completion of the surgery Mike sent me this photo saying, “I have been permanently branded as a Mercedes Guy.” I was inspired by his positive attitude, and asked him for permission to share his lighthearted approach to this very serious situation with others, and he readily encouraged me to do so.

Humor Helps

Remaining in character, Mike continued sending me humorous photos of himself as he was transformed into a “New Man.” Modern medicine is pretty amazing.

New Man Indeed
Mike earned the title “Big Mike” by getting up to around 375 pounds. I got this photo today of Mike showing him as a “Dapper Dude” 150 pounds lighter.

Classic Kiss
As Julia left San Diego, she and Mike struck this classic pose. The world would be a much happier place if everyone could approach life’s situations with humor and a positive attitude.

Family

Mike; You have been an inspiration to me, and I know that Julia, Petey and Ipo will love having you back home. We all will.

FOLLOW UP PHOTOS:

BIG Mike shows off his Cauliflower garden.

Mr. Cool!

If approached by weirdoes on the street, I inquire, “Now, Boss?”
He softly replies, “No, not now, Guido.”
-Big Mike

“Some say the pain was prevalent.”

“The Flowering Pear trees  were in full bloom when we got to Balboa Park.”

“Petey & Ipo Looking for Daddy”

“Can’t wait to get home and make some of my famous beach burgers.”

“NO NO MIKE; DON’T DO IT!!!”

~Ron

Loving Life! 

Feb 26, 2011:  I had my last alcoholic beverage.

Feb 26, 2013:  Should I take this margarita?

“Here’s to you…”

Junk In; Junk Out
If you have ever used a slide projector, you know how easy that it is to change a slide. And, when you change the slide the image on the screen is changed as well. It’s so EASY; if you see an image on the screen that you do not like, you simply Change the Slide.

So Many to Choose From
Think of your thoughts as slides on your screen of life. The thoughts that you project in your imagination will soon become realities in your life. If you picture a bad situation, and project that up on the screen, you are actually ordering that reality.

Think About It!
When you stop to think about it you would never intentionally order something negative into your life. Unfortunately things that you do not want, or that you fear, will sometimes find a way into your mind. The idea here is to catch that thought and change it before it becomes a reality. Change the Slide!

It’s About Focus
Have you ever held a magnifying glass over a piece of paper on a sunny day? Focusing the Sun’s heat through that magnifying glass eventually burns the paper. Too many times people who want success, are actually picturing failure in their minds. An occasional negative thought is next to impossible to avoid 100% of the time. And, the longer you allow that thought to sit in your “projector,” the more likely it is to burn that image into your mind. Develop the habit of picturing the things you truly want, and when you find yourself picturing something you do not want, or fear, simply Change the Slide. Always picture a happy and successful end result. It is true that thoughts are things.

Running a Tight Ship
Jay Tiposo manages the warehouse and delivery team at Rapport International Furniture on La Brea Blvd. on the outskirts of Beverly Hills. On Friday evening I had the pleasure of meeting with Jay’s complete team. It was at the end of their work day on a Friday night, but they willingly listened to my message, which was to visualize the faces of the satisfied customers who are anticipating the delivery of the furniture they bought. When buried in the warehouse hauling boxes, assembling furniture and loading trucks it’s easy to forget the real reason for it all.
Customers that have been shopping for months finally find the right piece and then suddenly want it NOW! Salespeople, eager to make the sale are tempted to promise the unreasonable and then the burden of that promise lands on the backs of the delivery team to fulfill the promise. These guys are the unsung heroes that sweat all day to make everyone happy.

Sell, Sell, Sell!!!

On Saturday morning I met with the sales team and congratulated them on having the best month ever in a store that’s been there since 1946. Record sales mean record deliveries for a company that does it all in house to assure that it’s done right.

Join the KGB
In Success Made Easy I challenge readers to “Join the KGB” and then jokingly point out that I am not referring to the legendary Russian Terrorist Organization. It simply means to constantly KEEP GETTING BETTER. The better you do, the more difficult it is to do better, but by having that attitude you find ways to do so.

I spent the entire day with the owners and managers plotting and planning on how to KEEP GETTING BETTER - KGB!

Party Time
The last sale of the day was a $3,500 sofa sectional and coffee table to two Hollywood Hills residents that were shopping late for a Grammy Party on Sunday. They insisted on a Saturday night delivery and got approval from the salesperson. Unreasonable? Yes; Impossible? No.
The warehouse closed at 5:15 PM. At 6 PM the customer called asking when the delivery will be made.

The warehouse, delivery team had gone home for the day, ready to spend Saturday evening with their families. But, when the owner called on Mynor Garcia and Juan Vega, they returned to the warehouse, loaded the truck and headed out to make the delivery.

Going the Extra Mile

It was dark as the owner and I were leaving the building. We heard some cheering and saw the company truck backing into its parking place with Mynor and Juan smiling from ear to ear and giving up high fives as they told us how good it felt to see how happy the customers were to get that furniture. I don’t think that they will ever forget how good they felt, and we talked about it all through dinner and on the ride back to my hotel. YES; it’s all about satisfied customers; they make it all worth while.

MORE:

Great customer service always pays off. Here is a another recent example of great service and the payoff by and for this great company:

Dear Peter,

     Thank you so much for your service.  I know it was all a bit of a hassle for you but it was definitely the right thing and we are extremely pleased with the couch exchange.  It turns out that Nick was right, there are color differences as well as texture differences in the sectionals and we could clearly see that when they were all outside in the light.  So we went ahead and accepted both sections, willingly.  It was that exact floor model we first saw at La Brea, and we actually like the color of this one even better, in our home.  We also noticed other slight places of damage on the cushions of the original one (same chase lounge section only), once we had it  outside in the light, which leads me to believe that it wasn’t your delivery guys that damaged it in the first place, but someone or something between Italy and your store.  I’m sure that is a hard thing to determine.   Anyway, we are thrilled with the new one, its color, and we have already purchased two new lamps from you since then (the “Z ” desk lamp and yesterday,  the Natuzzi floor lamp that rises up and floats over the couch in a semi-circle).  I must tell you that this lamp is BEYOND beautiful with this couch.  Alison is over the moon about it, as am I.

WE have Rapport in every room of the house except the kitchen and bathrooms, and again, I thank you for your excellent taste, diversity, and kindness.  Alison and I very grateful for all that and will be back in your store shortly to continue furnishing our new home.

Sincerely,

Chuck McCaughan