Blog
The 3 Steps to Trustworthiness in Professional Services
“We need to be recognized as trusted advisors, rather than as product peddlers.” I heard this again recently from a client whose business has changed dramatically in recent years. Its past reputation came from selling products; today most revenue comes from high-value services. In order to grow in the future, they need clients to see them in a different light—still believing in their products, to be sure, but more importantly trusting their recommendations and ability to execute. ...
Olympic Swimmer Ryan Lochte is In Too Deep with this Mangled Message
This one was almost too obvious—yet, you have spoken. Despite a few challenges (including a green, algae-laden diving pool) the Rio Olympics were defined by outstanding performances by athletes such as Michael Phelps, Usain Bolt, Katie Ledecky, and Simone Biles. Then Olympic swimmer Ryan Lochte came along. ...
Three “I”s that Build Professional Credibility
One of the most common missteps in customer conversation is talking about ourselves too much. There is an overload of “I, me, my” out there—which can block us from truly connecting with customers, prospects, and colleagues. Nevertheless, there are at least three “I” statements which can build your professional credibility rather than undermine it. But first, let’s recognize that telling others what we think and feel is not a character flaw. It is instead the response to a powerful biological lure that is embedded deep within our brains. As I recently shared with subscribers to my free Message Manager Memo™, Harvard University neuroscientists Diana Tamir and Jason Mitchell found that talking about ourselves triggers the same sensation of pleasure in the brain as money, food or sex. Yes, people find immediate reward at the level of brain cells and synapses. ...Mangled Message: The Rockets’ Red Glaring Error
“Oooh…aahh…wow…hey, wait a minute!” Something wasn’t quite right about one of America’s most-watched fireworks displays.
Across America, millions of TV viewers were watching the annual PBS live special “A Capitol Fourth”—which includes the huge Independence Day fireworks show over the U.S. Capitol’s West Lawn. Onscreen were brilliant fireworks bursting against a clear sky, even though it was cloudy in Washington, DC on the night of July 4th. And there was another clue: some footage of the supposedly live fireworks showed the Capitol dome without any scaffolding.
Stop Selling Stuff
Nothing happens, as they say, until someone sells something. Unfortunately, many executives and sales people are in the habit of saying the wrong things – and thus they miss opportunities to make things happen.
...Who Feels Ownership of Your Message?
It is a common, and quite natural, question. When some new branding or corporate message is rolled out, employees and other potential messengers will wonder (or even skeptically ask aloud), “Who came up with this message anyway?”
...5 Marks of a Mangled Message
As the late Stephen Covey demonstrated during presentations of his 7 Habits of Highly Effective People, we often can best understand a concept by studying its opposite. So, in the spirit of understanding what it means to effectively “manage the message” all the way from strategy to real customer conversations, let’s look at the characteristics of a poorly managed message.
...3 Entrepreneurial Tips from Donald Trump’s First ‘Apprentice’
You might have noticed that a certain Donald Trump is getting a lot of attention these days. The chatter about Mr. Trump, as both presidential candidate and business mogul, is a reminder of his time as star of The Apprentice—and lessons that other business people were able to draw from a group of budding entrepreneurs. It reminds me specifically of Bill Rancic, the first winning ‘Apprentice’ and a very successful entrepreneur in his own right. Bill founded Cigars Around the World in a 400 square-foot studio apartment years before entering The Donald’s orbit.
...Two Out of Three Is Bad, Part 3: When the Management is Missing
A client in the technology/analytics space was expanding rapidly. This meant bringing in new sales people, account managers, and technical experts. They were hiring people all over the U.S., especially on the coasts where a lot of their clients are located. Their solution is complex, and their customers split between big end-users and smaller service providers who bundle the technology into their own offering. This would be a difficult management transition for any company.
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