Leading Teams

Steve’s Memes: Those Closest To The Customer Have The Answers






Today’s Lesson: Go ask those on the front lines.   There’s a reason large retailers with multiple locations continue to struggle with customer service. Hint: You cannot solve this with another meeting in the corporate office. TODAY’S LESSON: Those closest to the customer have all the answers; and they’re just waiting for someone to care enough(…)






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Steve’s Memes: Crap Rolls Down Hill






Today’s Lesson: If your team hates your company, they’ll hate your customers.   Years ago, I wholesaled products to a miserable company that was universally hated by customers and vendors alike. I didn’t understand why until I watched a miserable regional VP berate a miserable store manager in front of his miserable subordinates. As soon as the miserable VP(…)






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Steve’s Memes: Stop Talking; Start Doing






Today’s Lesson: Talk is cheap. Perhaps you should actually accomplish a thing or two before you clock out today.   Do people in your company get hung up on words instead of deeds and actions? TODAY’S LESSON: Instead of telling everyone how you’re going to succeed, it’s better to actually succeed and then explain to those that care how you(…)






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Steve’s Memes: Manage the Activities






Today’s Lesson: Focusing only on results ensures your team will shortcut your processes   If you live in a process-driven culture, you don’t need to focus so much attention on the end product or even the bottom line. TODAY’S LESSON: Manage the activities and the results will come.  






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Steve’s Memes: Inspect What You Expect?






Today’s Lesson: Stop Tolerating Mediocrity   “Inspect What You Expect” is a true, but wholly worthless adage. Why? Because bad leaders are the ones who most need to heed this advice; yet bad leaders NEVER INSPECT ANYTHING! (No matter how many motivational posters you have hanging around to remind them.) TODAY’S LESSON: Your team will(…)






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Steve’s Memes: Are Your Teams Too Busy To Improve?






Today’s Lesson: If you’re not innovating, you’re obsolescing   All successful, enduring companies have one thing in common: Innovation. (Simply put, they strive for Continuous Improvement.) TODAY’S LESSON: If your teams are too busy to improve, it’s time to find new leaders for those teams.  






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Steve’s Memes: Your Sales Managers v. Your BDC






Today’s Lesson: Why You Have a BDC   Why are your sales managers the biggest critics of your Sales BDC? TODAY’S LESSON: If your sales managers did their job, you wouldn’t need a Sales BDC. (Quick Caveat: Save your comments; this lesson applies strictly to automotive retail in the US.)    






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Simple Strategy #3: Stricter Rules Drive Higher Sales






  Simple Strategy #3: Stricter Rules Drive Higher Sales TRANSCRIPT: Simple strategy #3 for closing more internet deals today is that stricter rules drive higher sales. Simple strategy, right? Well, here’s the problem: In an attempt to reduce skating and give your team the proper credit for their contact efforts (or their use of the CRM)(…)






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Simple Strategy #2: Manage Internet Teams & BDCs Like Call Centers






  Simple Strategy #2: Manage Internet Teams & BDCs Like Call Centers TRANSCRIPT: Simple Strategy Number 2 for closing more internet deals today? It’s simple. Manage your internet teams and BDC’s like they’re call centers. Because they ARE call centers. See, here’s the problem: Your old-school management style just doesn’t cut it when the prospect(…)






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