Case Study: Social Selling Train Wreck

Use Case: A Train Wreck in the Making

Jenna was the center of attention on this particular morning as four young ladies sat around the table at a coffee shop discussing her recent engagement.

Amidst the excitement came a lot of discussion about important details yet to be worked out. Chief among them was the all important wedding dress decision. In fact, just mention of the dress took the discussion to a crescendo…Then it happened!

A well dressed gentleman sitting near these ladies, was obviously listening in to the discussion as he abruptly…and quite awkwardly interrupted them to say, “My shop just happens to sell wedding dresses.”

At that very moment, I could have sworn I heard car tires screeching to a halt, a needle scratching a record and a woman’s blood-curdling scream simultaneously, right before the deafening silence…

With frozen smiles and half-formed words, the four women sat, not knowing what to say next. That is until one of Jenna’s friends covered for her with a, “Good to know” response. In an instant, the mood had changed.

Their perception that they could have a conversation in public and expect…not privacy…but courtesy, had certainly been called into question. The moment was over. The conversation ended. The ladies disbanded.

I immediately thought, ‘This is what it feels like when some unknown person interrupts a forum conversation and inappropriately and prematurely tries to sell something.’

This well intended business owner was at the right place at the right time, but with the wrong approach. With his target buyers sitting right in front of him, he lost sight of the importance of an appropriate interaction and instead treated them like an inappropriate transaction.

This is what poorly executed social selling looks like when done in person. What gets lost in an online social setting, however is the unforgettable reactions on the faces of the ~~recipients~~ victims. For a visible reminder, one only needs to look at the face of Taylor Swift when she was Kanye’d.

Reckless social sellers are blind to that…and that’s a shame!

Don’t Treat Social Media as Faceless

We’ve all been guilty of saying something in email that we’d typically not say in person. We are just as susceptible in our Social Media interactions.

It’s so easy to forego the courtesies and social etiquette when interacting on social media. This is especially true when it comes to social selling as I often hear social sellers shove the responsibility back onto the prospect saying in essence, “They shouldn’t have accepted my connection request or been talking in a public forum if they didn’t want me to sell to them.”

Tips for Better Social Selling Etiquette

DON’T: Confuse people’s comments with requests for advice
DON’T: Sell in places where people are learning
DON’T: Make yourself or your solution the focus
DON’T: Interrupt conversations
DO: Prioritize listening over speaking in social media
DO: Keep the Listening to Speaking ratio at 4:1
DO: Communicate respectfully as if they’re there in person
DO: Provide a unique perspective that nobody else has offered

What are some of the DOs and DON’Ts that top your list?

Everybody Wants Change, Nobody Wants TO Change

Change Comes From Challenge In the words of Dilbert creator, Scott Adams, “Change is good…you go first!” For most of us, this resonates. We all want to see it, but many fewer want to do it!

In Sales & Marketing, the impact of this reality is having devastating effects as their messages fail to compel prospects to break from status quo.

Spoiler Alert: Presenting benefits does not qualify as a compelling reason to break from status quo.

The Problem…

In a recent survey from just a few years ago, CEB researched the commercial impact of the rep’s message with senior executives and decision makers from a variety of industries that regularly interact with sales representatives.

Astonishingly, the results showed that 86% of the time, the rep’s message had no commercial impact whatsoever. This meant that only 14% of the time, the rep communicated their message in a way that suggested a reason for change.

Executives and Decision Makers from this survey commented that the reps they deal with believe their biggest enemy is their competition when in actuality, their biggest competition is what prospects are currently doing.

Tim Riesterer from Corporate Visions describes it by saying, “You walk in and throw up all over me about your products and services, but I’m not ready to hear about that yet. Your trying to convince me of ‘why you’ and I’m asking myself, ‘why change at all’?”

It Happens All the Time…

Some time ago, I was working with a rep that had called in to report on his progress after meeting with an important prospect. Our coaching in the previous week stressed the importance of making the case for change with the prospect. His style as a relationship builder was to encourage prospects to buy based on benefits and opportunities, but this was failing to yield meaningful results.

The minute I answered the phone and heard his voice, I knew that he had not succeeded. He proceeded to describe how “deeply entrenched in status quo” this prospect was, and therefore how impossible it would be to get him to change.

“Bringing about change is difficult,” I said. “Tell me what you said that specifically suggested there was a detriment to his business because of a circumstance or condition he previously didn’t understand or anticipate until talking to you?”

After 5 very uncomfortable seconds for the rep, he replied, “I wasn’t really focused on that. I was trying to get him to see how much better his business could be if he used our services.” Sound familiar?

There were a number of problems that needed to be corrected in his brief reply, but I pointed him to the fact that if the prospect had no idea how bad the problem was, he had no basis from which to evaluate “how much better his business could be.”

I also refocused him on the fact that his prospect was not alone in not wanting to change. He too, was failing to make a change that would bring him better results. I reminded him that it wasn’t this ‘opportunity to do better’ that initially caused him to engage my services. It was the imminent threat of him going deeper into performance counseling followed by separation of employment if he wasn’t willing to pursue a new way. He knew this was true and assured me he was serious about pursuing a new path.

UPDATE: To demonstrate his seriousness, the next day, he followed up with the same prospect, apologized for dancing around some things he wanted to share that concerned him about the path the prospect was on. The prospect gave him “5 minutes to make his case” over the phone.

That’s all he needed, so the rep took it, and showed the prospect how based on his current action, they were likely experiencing increased and unnecessary costs in an area that most companies don’t think to look. He gave the ranges for underperforming companies that experienced this, then directed the prospect to where he could find this data and validate for himself.

He then requested that if the prospect found his own company’s spend to be outside the acceptable range, to invite him back to make a more compelling case to the technology review board for a different way to eliminate the spend within 45 days. He received a call back that afternoon from the prospect confirming the findings [which were worse than they thought], and within 2 weeks, penned a 6-figure deal.

A Better Way…

You and I both know, not all stories like that have as happy of an ending. There are, however, three key points to doing this better and increasing your likelihood of success that apply equally to Sales AND Marketing.

Reframe Thinking. For any change to occur, the prospect must think differently about their current problem or situation. Often times they’re not even aware of a problem until you present them with one. The key to effective reframes is to focus on how they should think differently about their circumstance/condition. Many make the mistake of working on getting prospects to think differently about their product or solution. Focus them on their problem, not your solution.
Make a Rational Case. If you have successfully gotten your prospect to think about their circumstance, business, condition, etc. in a different way, you now must make a rational business case for why. Whether it be statistics, research, ROI calculator, or all of the above, it is critical you know the prospect’s economic drivers and make the intellectual business case for change. Identify in advance the specific outcomes they are seeking to achieve that are at risk.
Make an Emotional Case. The old adage suggests, people buy emotionally, but justify the purchase logically. The previous step gave them the logical reason to rationalize their purchase, now you must connect emotionally. This is the critical place for making sure that the story your telling is the prospect’s story. One effective way to do this is to share a recent example/story based on what you’ve learned from your prospect. When done well, I often times have the prospect finish my story with their own. In other words, they are giving me the punchline for how the story ends, because it just happened to them.

A Message for Marketers…

It is common for Marketers to dismiss this approach as there can be a real reticence to create too much negativity or concern in the Marketing. Following are two different visual examples of companies that aren’t afraid to go there, and as a result, are causing people to think differently about the problem their products/services solve.

Example 1: Ameriprise Financial

Example 2: TaylorMade Golf

In the Ameriprise example, they ask a simple question that terrifies many people – those that are nearing retirement…and those that weren’t thinking about it at all.

The TaylorMade example does a great job of showing how everybody, including themselves got it wrong when trying to solve the problem of more distance off the tee.

In Conclusion…

While there is certainly more to the process, the key for this article is to call attention to the often overlooked cause for reps failure to progress in the sales cycle.

If you don’t challenge the status quo and make a case for change, the prospect’s dollars will be spent later with the competitor that actually does make a case for change.

To prevent this, it is critical that you learn to bankrupt their status quo account. Doing so will bring about very different results in intentional, predictable and repeatable ways.

For more articles on similar topics, follow me on Twitter Follow @IntendedResults

B2B: Why Thought-Leadership Falls Short

When it comes to thought leadership, an image like the one to the left often comes to mind for people. The recent thinking goes something like the following…

Customers want to be presented with new ideas and learn from thought leading subject matter experts before making a purchase. As they are educated by the SME, they are gradually sold.

But is thought-leadership enough? I would maintain that it threatens to be an expensive path for free consulting. Allow me to explain…

The Research

A few years ago, ITSMA conducted research finding that 57% of B2B buyers would like to see thought-leadership from sales reps. The conclusion they had drawn, like for so many others, was that if buyers want thought leadership, sales and marketing must give it to them. Important to note is ITSMA’s official definition of thought leadership is as follows:

More recently, Omobono joined forces with the Business Marketing Association to research marketer’s top priorities. The results showed that not only did ‘Strengthening Thought Leadership’ rank as a Top 3 priority at 63%, 8% higher than ‘Deepening Customer Relationships,’ and 19% higher than ‘Raising Brand Awareness,’ but it ranked as marketer’s first priority.

The focus and emphasis on thought leadership is not surprising, and can be a good thing. That is, if thought leadership is the goal and your sales and marketing model is to offer free consulting and therefore derive no commercial benefit. Tweet This

For the CMO and CSO, this is an unaffordable luxury as accountability to the board and stockholders would never permit such an expensive endeavor with no associated RO[M]I.

Standing in contrast is the work and research conducted by CEB, which shows that ‘thought-leadership’ is several steps removed from meeting the criteria that results in having commercial impact. Let’s look at their definitions for each of the five areas in their hierarchy of messaging.

Hierarchy of Messaging

General Information – General Information is simply information that covers generally just about everything. It’s that overwhelming flood of information out there, that we spend more time filtering out rather than taking in.
Accepted Information – Accepted Information is credible, it’s relevant, but often, it’s not terribly interesting. It doesn’t necessarily teach anything new. An example might be, “90% of CIOs are concerned about what cloud computing means for their organization.”
Thought Leadership – Thought Leadership is interesting, newsworthy, incremental information that customers themselves likely couldn’t have discovered on their own. So, unlike accepted information, thought leadership provides new perspectives or new data that teaches, and doesn’t just confirm.
Insight – Insight is designed to disrupt the customer’s view of their business. It juxtaposes the cost of current behavior against the potential of an alternate action. This breaks the customer’s frame of mind.
Commercial Insight – Commercial Insight has the highest bar, and ensures we are not simply providing free consulting to customers. It’s Insight that meets the “frame-breaking” bar but simultaneously leads the customer specifically back to us as the sole supplier, enabling them to actually take action on that Insight.

In light of the definitions, let’s now go back to the originally cited research from ITSMA to understand why giving buyers what they want (‘thought leadership’) is bad for business. There are three perspectives to consider:

Three Limitations of Thought Leadership

1. The Buyer’s Objective with Thought Leadership

From the buyer’s perspective, they truly want to understand trends and conditions that may impact them or their business negatively. But, they don’t care where it comes from, nor if it results in a sale for you or credibility for your brand. That was never their aim, as they care about protecting the interests of their business first and foremost…and that is perfectly reasonable. Therefore, the goal of the buyer(s) is to become as informed as (s)he can so that the best decision can be made when selecting between suppliers.

According to CEB, when it comes to thought leadership, “the real limitation is it doesn’t necessarily drive action. That’s because most thought leadership is largely focused on presenting a new idea rather than undermining an existing one. Thought leadership often has little lasting impact for this reason. It fails to disrupt the customer’s thinking.”

2. The Marketer’s Objective with Thought Leadership

For marketers, of key interest is creating disproportionate mind-share for the brand, which requires establishing credibility, which leads to engagement and subsequently, reliance upon the brand. According to the study, thought leadership is seen by marketers…AND BUYERS…as a way to do so.

I am not claiming the research is wrong. But I am suggesting the conclusions drawn from the research are not only off-base, but potentially detrimental to the marketer’s stated goals that led them to pursue thought leadership in the first place.

As marketers, we can often fall into the trap of inserting ourselves [or our brands] into the center of the story. For example, the term ‘thought-leader,’ puts the person delivering the ‘thought’ at center stage. What we all have learned over the years, however, is that the only way to change a customer’s behavior, is to stop telling our own story to build credibility, but instead, tell theirs and help them see themselves in the story.

Therefore, instead of pursuing thought leadership to earn credibility, be credible in demonstrating you understand your audience.

3. The Sales Rep’s Objective with Thought Leadership

While marketers certainly have their own challenges of getting attention and responses, given the rise in popularity of content marketing, sales reps too, have some tough sledding to get responses to their emails and phone calls.

Reading the research from ITSMA, reps are left with the natural, but wrong conclusion that if buyers want thought leadership, they should provide it to them. The problem with this approach is that sales reps can tend to overlook one very important element.

In their pursuit to provide thought leadership, their point of view, insight, etc., no matter how profound, fails to lead uniquely and specifically back to them as the sole supplier in a way that enables the buyer to take action. The following article discusses more on this concept here (Where are you Leading?).

In other words, the thought leadership merely provides the buyers with a perspective that could apply to any number of suppliers. This results in the buyer determining that their choices of suppliers are relatively equal, so they look for a tie-breaker. Too often, that tie-breaker becomes ‘price.’

To change this outcome, I will refer to a friend of mine, Bob Apollo. He argues in his article, that there are three primary questions that need to be answered before customers will buy from you, Why Change? Why Now? Why You?

Regarding the order of the questions, both Bob and I would contend that the order of the questions [as written] is paramount as well. Reversing the order, as so many have done for years, merely results in prospects remaining with the status quo 60% of the time.

In Summary…

While demonstrating thought leadership is certainly better than simply offering general or accepted information, as we see it still pales in comparison to the kind of insight that is frame-breaking and provokes an action that leads distinctly and uniquely to your solution.

With that said, let me provide a different picture of what sales and marketers need to be doing to provide the most value for a customer.

Disruption

I love what this picture represents. By virtue of the fish (i.e., Marketer, Sales Rep, Content, etc.) swimming against the flow, others can’t help but redirect their path (i.e., Thinking) to adjust for the disruption to their current path (i.e., Status Quo).

As for thought leadership, presenting new ideas that others have never heard before often produces a pattern like the first picture. What that picture doesn’t represent, however, is how long they stay on that path. The hope or belief is that they remain on that path to purchase. But thought leadership does not require them to purchase your product to still value you as a thought leader (i.e., Free Consultant).

Therefore, to avoid this, whether you are producing content, a campaign, or delivering messaging to prospects as a sales rep, ask yourself the following questions about what your message delivers.

Does your message:

Break the customer’s frame of mind about what they have been doing?
Juxtapose the cost of current behavior against the potential of an alternate action?
Lead the customer specifically back to you as the sole supplier?
Enable them to actually take action on that Insight?

Answering “no” to any of those questions puts you at risk of providing free consulting for your competitors.

#SMM: Stop Talking, Start Learning

The chorus to the Lifehouse song, “Nobody Listen,” describes many marketer’s approach to Content and Social Media Marketing these days…“Everybody talk, but nobody listen.”

The amount of content produced is staggering. According to Gary Vaynerchuk, New York Times best-selling author, he cites that there is more content produced in 48 hours than what has been produced from the beginning of time to 2003.

The strategy of just ‘being present’ in content and on social media has not worked, and will not work.

Change Your Social Media Strategy

If you are finding your engagement to be low in social channels with the content you are sharing, it’s time for a different approach.

As Marketers, we are all susceptible to becoming enamored with our own point of view, and as a result, we end up doing all the talking. When people don’t listen, we talk louder. In marketing, “talking louder” takes many forms, such as email blasts, Facebook posts, Tweets. This even shows up in our retargeting efforts.

These approaches are what I refer to as Bumper-Sticker Marketing. The premise of the ‘bumper-sticker marketer’ is that it is one way communication that shouts a point of view, but fails to engage others in meaningful ways, and certainly fails to persuade.

One of the common struggles I hear relative to producing content is lack of ideas for what content to produce next. If you find yourself struggling with what to talk about, you may not be as close to your customers as you think you are.

If that’s the case, time for a change in your social media strategy, which will benefit you in your content strategy as well.

Listen to Learn

Assuming you know where your customers are spending their time on Social Media, pay attention to what they are talking about. Listen for the key words and phrases they use to describe their problems, concerns, and struggles.

We are listening and learning so that we can speak their language, rather than trying to get them to understand our own language.

One strategy I use, that may be helpful to others is to do the following. Use your favorite social monitoring tool(s) to identify the keywords your customers use to search your competitors sites.

Additionally, I look at large, non-industry sites like Reddit or Mashable, then filter down to the category in my field/industry to see what people are searching for and talking about.

For example, if I filter by Internet and Telecom, I find the top trending words in their keyword cloud are ‘web2.0,’ ‘blog,’ and ‘social networking.’ (See below).

This 60-second process gave me three different topics from which I can produce content about that will be relevant to my audience. When content is relevant and valuable, your audience is more likely to engage. What’s more is I now know the specific words to build my SEO strategies around with HREF, H1 tags, etc.

Looking for keywords is one thing, but remember, we want to understand our customer’s concerns and speak their language. Therefore, I take the keywords of interest listed above and search conversations in Twitter and Facebook to try to ascertain what their intent is behind their searches.

In searching #web2.0 this morning, for example, I quickly learn that areas of interest to multiple groups is measurement, collaboration and applicability to SMB.

Take the time to listen and learn for a better content and social media strategy. As my mom used to say…”Talk less, listen more!”

Guilty of Bumper Sticker Marketing?

I was speaking with a CFO this week about his organization’s content marketing strategies and the role of social media, as his impressions of Social Media in marketing was that it has little to no business impact.

He cited some Gallup statistics from a recent Wall Street Journal article as proof points for his belief that it’s not all that it is cracked up to be:

94% use Social Media to connect with friends and family
62% say Social Media had no influence on their buying decisions
30% say Social Media had some influence on their buying decisions
Brands reached only 6.5% of their fans with Facebook posts in March

Are the numbers wrong? I don’t think so. At a glance, many might be quick to agree with this CFO, that Social Media is ineffective with regard to having direct business impact. Perhaps there is a different explanation for the numbers.

The Problem isn’t Social Media…

Simply looking at the first statistic cited above starts to hint at the problem when we consider why 94% of people [not consumers], use social media.

Both, Marketing and Sales have been guilty of looking at these huge pools of people in social arenas as prospects, and leading with their products and/or solutions in highly intrusive and interruptive ways. This problem isn’t limited just to Social Media.

Bumper Sticker Marketing

When we look at our content marketing strategy as a whole (inclusive of print, online, mobile, social, etc.), we have a specific ‘end’ in mind – drive a profitable customer action. But too often, we start with our own end in mind…“drive a profitable customer action”…rather than starting with your target audience’s end in mind.

I call this bumper sticker marketing. Similar to the picture above, we shout our own point of view, trying to call attention to ourselves, our products, solutions, etc., irrespective of what the end-user really wants or needs.

Furthermore, similar to bumper stickers, our marketing too often is a one way “push” message, that fails to truly engage with others. As a result, Marketers fall into the trap of heeding partial advice from content strategists, by delivering content more frequently and consistently. Frequency and consistency is the easy part.

The more difficult [but responsible] purpose of content marketing, according to Joe Pulizzi, is described as follows:

A few key words to pay attention to in his description are, relevant, valuable, and changing or enhancing…behavior.

Food for Thought…

When was the last time you read a bumper sticker and subsequently changed your behaviors or beliefs as a result of reading the sticker? For example, when you see the mini-van proclaiming, “My child is an Honor Student,” do you believe your child is inferior? Of course not. Similarly, do bumper-stickers change your:

Political affiliations or votes?
Religious beliefs?
Moral convictions?

Probably not. That said, how might this apply to your own marketing approach? Are you trying to change someone’s beliefs or behaviors through one-way marketing?

We ALL are susceptible to being a bumper sticker marketer, unless we are intentional in determining who we are bringing value to in our marketing. Change your aim to change your results.

For more articles on similar topics, feel free to follow me on Twitter Follow @IntendedResults

Challenger Marketing: TaylorMade

Following is an excellent Challenger marketing example from TaylorMade, that takes the conventional wisdom and turns it on its head. Of course, this is requisite for disrupting the status quo.

I’d be remiss in not calling out Corporate Visions who first brought this example to my attention in their post titled A story “TaylorMade” to win.

3 Minute Rule for Customer Insights

3-Second Rule for Customer Insight I am going to take a guess here that if you are reading this post, your reason falls into one of two groups. The first group believes that no meaningful customer insights can come within 3-minutes, and you are reading to confirm your belief. The second group is hoping against all odds that insights truly can be gleaned that quickly.

The 3 Minute Rule for Insights

When speaking with your current customers, ask them this simple question…

“What are you doing three minutes before using our product?”

The answers you receive may be quite different from what you expected. What I have found over the years is that this very question gives specific insights into the circumstances that customers find themselves in when preparing to use a product, service or solution. As I would continue to ask the question of different customers across a variety of industries, similar patterns began to emerge. Let me share a few examples.

Example 1: Computer Accessory Company

In working with one organization that made computer accessories, one of their products was a Presentation Remote. I conducted a number of in field interviews and focus groups, and one of the most common responses to the ‘3-minute’ question was that they were looking for their flash drive with the presentation and loading it onto the laptop, then ejecting the drive to replace with the dongle for the presentation remote.

The result not only led to a better understanding of how customers used their products, but it also resulted in a whole new product that turned the presentation remote dongle into a flash drive as well. The perceived value was huge, and subsequently led to further points of separation in the marketplace.

Example 2: Curriculum Resources

Once again, applying the same process with another organization that creates Sunday School curriculum, I was leading a workshop at a national event and asked the ‘3-minute’ question to a room full of teachers and leaders. A pattern emerged in that one of the most common activities they do right before using Sunday School curriculum is to scramble to the supply closet to gather all the supplies necessary for the lesson.

This is a distraction from what they are supposed to be focused on…and with distractions, comes opportunity. Once again, I was able to gain valuable insight into the circumstances customers find themselves in when using the company’s products. These customer insights are what led to the creation of a Curriculum that includes everything they need “in the box.” The marketing reinforced this message and drove the point home by saying that, “The only thing you need to prepare is your heart.”

Summary

When you understand the nuances of the circumstances in which your customers are dealing day in and day out, you will find that you have increased your credibility when speaking with prospects.

For the aspiring Challenger Sale rep, if you are going to have any chance at getting prospects to think in new ways about their status quo (i.e., Reframe), establishing credibility (i.e., Warmer) is critical. Without credibility, even the most brilliant Reframe will be dismissed as quickly as your introduction was.

Challenger Tip: The Problem with “Good Fit”

Good fit, bad fashion A colleague of mine, is often counseling his sales team away from using the expression ‘good fit’ when working with prospects. His point merits repeating.

His counsel usually starts with, “Just because something ‘fits’ well, doesn’t mean it looks good or is something you should wear.”

One look at the picture to the left brings that point home, doesn’t it?

We as a society have become very accustomed to using the expression “good fit,” whether we are talking with prospects, or considering candidates for a position.

The Problem with “Good Fit”

Addressing this simply from a sales perspective, when we talk with customers or prospects in the same manner, by default, we are opening up the possibilities…and subsequently the defining criteria, to include any product or solution that also ‘fits.’ Why would we do that to ourselves? Why broaden the selection of possible suppliers to any and all that might ‘fit?’

For those that know me, you know I am a fan of CEB and their Challenger principles. One particular aspect that they continue to drive home is the necessity of delivering Commercial Insight.

In short, they speak of the progression of what is communicated. On one end is General Information, or noise that gets tuned out, and on the other end is Commercial Insight.

By definition, Commercial Insight not only disrupts [or Reframes] the prospects view of their business by juxtaposing the cost of current behavior against the potential of an alternate action, but simultaneously leads the prospect exclusively back to the supplier.

A New Way

Reps believe they have done well to truly uncover pain and save their solution to the end of the discussion. Indeed, they are doing better than many of their peers according to the statistics, but this can all fall apart if they fail to uncover the problems they are uniquely able to solve, and exclusively able to do better than any other supplier.

The link to my post on “Where are you leading?” will aid in the steps you can take to resolve this. But let’s all agree to avoid aiming for “fit.”

Challenger Tip: Where are you leading?

Challenger Sale Principle: “Lead TO, not WITH your solution”

Pushing Product I have the honor of talking with sales reps from all over the world who have taken a keen interest in becoming Challengers. A common issue that reps often bring up is their inclination to bring product or solution into the discussion too early.

The typical problem is that reps ask questions about prospect’s business, circumstance, pain, etc. Their asking questions isn’t necessarily the problem. Their problems ensue when they ask aimless questions hoping to pick up on keywords that their product or solutions solve, then they jump right into solution.

Two prominent problems ensue:

Solution Fatigue – Prospects wear out from seemingly endless and aimless questioning
Unripened Prospects – Without getting to the root, the prospect isn’t ripened to hear about change

A New Way

In order to avoid the two aforementioned problems, establish in advance where you aim to lead the call or meeting. Your questions should intentionally aim toward uncovering the problems your solution uniquely solves. As you begin to uncover the pain points, don’t transition to solution yet as you are likely at surface pain…where the problems are still merely intellectual for prospects, not emotive.

Following are three questions CEB uses for message development that will help you determine questions to ask that lead TO your solution, not WITH your solution:

What are the typical prospect’s problems and how are they currently solving?
What do you know about their problems that they don’t?
Considering what you know, what should they be doing differently?

Understanding the answers to these questions is critical in determining where you are leading your next prospecting call.

Is ‘Status Quo’ Perception or Reality?

sta•tus quo

/ˈstātəs ˈkwō/ – Noun: The existing state of affairs, esp. regarding social or political issues: “they have a vested interest in maintaining the status quo”

“Status Quo” – The condition we all are describing these days. Whether talking about sales, marketing, innovation or strategy, our aim is always the same…to “disrupt the status quo.” But, this is commonly misunderstood.

While my aim for this post will center around salespeople disrupting the customer’s status quo, I believe you will find this relevant in all of its uses.

The Current Use and Understanding

Many of us in the Sales and Marketing community refer to ‘Status Quo’ quite frequently, and I would argue rightfully so. In fact, two of the foremost thought-leaders in this area, from my perspective, are Corporate Visions and CEB as their research and descriptions of the conditions and need for change are quite compelling.

When we talk and read about the status quo as our biggest competitor in the context of customers, we can misunderstand what is really meant. There is a tendency to infer that the customer has two choices – stay the same or change. I would like to reframe how we view status quo, and more importantly how we help prospects understand there is no such thing as staying the same.

A New Understanding

To properly understand Status Quo, let’s reorient back to the original Latin definition – “An existing state of affairs.” What this is speaking of is a condition at a particular point in time. In other words, there are literally hundreds of thousands of things that took their course to lead a customer, prospect, business, etc. to the point where they are now…at this point in time. This all has led to an “existing state of affairs.”

Where this tends to be misunderstood, whether by the sales rep or the prospect, is to treat the status quo as a condition that will likely stay the same unless acted upon. This is a wrong understanding. In fact, the image I used above has it exactly right…Status Quo has a downward trajectory, but is most certainly not level.

Consider it from a financial reporting perspective. If you were looking at a P/L statement or Balance Sheet, you would have a snapshot of your business at ‘a particular point in time,’ which describes the existing state of affairs. While there could certainly be some predictive qualities inferred from either of those financial reports, it does not guarantee that doing things the same way will produce the same results.

On a side note, this is one of the biggest problems I encounter when working with businesses whose growth has stagnated or declined. They tend to look back to more lucrative times and conditions and subsequently try to repeat what they had once done. This doesn’t work unless all of the other variables that were existent at the time years ago are exactly the same today. As you can imagine, this is rarely the case.

Don’t confuse what I am saying with companies that return to the fundamentals. Returning to fundamentals is often a good thing for organizations…provided their fundamentals were appropriate in the first place. I am referring more to organizations that try to recreate their past like the ‘no-longer popular’ college student that desperately tries to recreate his high-school glory days.

A Different Kind of Conversation with Prospects

With the perspective of financial reports not being a guarantee of future results, consider changing your perspective on what you are truly trying to “disrupt” when talking with prospects who are afraid to change.

Their perspective is most often one in which they believe what they are doing today is known and has some predictability that will lead to predictable results. Your conversations should help them understand that if they are not currently leading to improvements they were hoping and expecting to see, things will only get worse. You already know that if they are entertaining a conversation with you, that they are not seeing the results they had hoped for. Your proof points should be inserted at this point in your conversational choreography to bring the point home.

In Summary

If you are struggling to disrupt the prospect’s status quo, it most likely due to your failure to help them see the consequences of not changing, and leaving the prospect with the impression that what they are doing today will still work going forward. Tim Riesterer, Chief Strategy and Marketing Officer at Corporate Visions, often shares the following comments based on CEB’s research conducted with 5,000 buyers and decision makers that speak with salespeople:

When you speak with prospects, does your communication suggest any reason for change?

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