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Making A Difference – Thoughts, Observations and Opinions
This is Dave Brock’s Blog.
It offers my views on a variety of business, sales, marketing, and leadership topic. My goal is to make a difference for you, the reader, in both your professional and personal lives.
Latest Posts
The Customer Is NOT Always Right!
For decades, there’s the image of the “customer is always right.” Sales people have been deferential to the customer, not wanting to seem disagreeable or contentious. Somehow, there’s a feeling that if we disagree with the customer, we become “unlikeable,” scaring the customer away. We’ve invested millions in techniques for handling customer objections and disagreements. We talk about things like the “soft sell.” All of this misses key issues around any change initiative—there will be differing points of view, there will be disagreements, there will be misunderstanding. As sales people, we are helping the customer to change, we are helping […]
The Great Reinvention!
There’s a lot of talk about the Great Resignation. Partly, a result of the changes in work resulting from pandemic, partly things that have been building in people’s attitudes toward work since years before the pandemic. We’ve seen the precursors to the Great Resignation for some time. Sharply declining employee engagement and satisfaction, systemic reductions in performance, higher levels of voluntary attrition and sharply lowering tenures. As leaders, we’ve created much of the problem ourselves. There has been the great Commoditization Of Talent–treating people as widgets that can be easily replaced by another widget. Doing everything we can to mechanize […]
The Ossification Of Selling
I just completed a post on the “Ossification Of Selling.” It was finished, I was literally hovering my mouse over the “Publish” button, then stopped. With my mouse hovering over the Publish button, I realized I’ve written about this dozens, perhaps hundreds of times over the past years. Each post has had a slightly different approach, perhaps different examples. These posts generate lots of conversations in social channels, they generate lot’s of likes and sharing. But this whining isn’t contributing to changing how we sell and how we engage our customers. It’s just piling on to all the things we […]
Tired Selling Advice
Even “sales gurus” get it wrong. I was reading an article entitled “15 Rules Of Selling,” Some observations about these rules: The word, “Customer,” was never mentioned. These rules are all about us–the sellers. Yet buying is always about customers. The rule that came closer to mentioning customers referred to buyers. It was”Buyers are liars.” I just can’t begin to address this. It’s stunning to come out of the mouth of an expert. This mindset pervades too many and is the basis of distrust that buyers feel for sellers. “Closing begins at the beginning,” is a variant of the infamous, […]
Sellers, Your Customers Don’t Need You Anymore
Sales people used to be a primary source of information for customers. They learned about new approaches to business, they learned about what other similar organizations were doing, they learned about new products and services they might consider through sales people. Those days are long gone. Customers have far easier ways to learn these things when they are searching. In fact, when they are on a buying journey, less than 17 percent of their time is spent with sales people–all sales people. Their primary sources of learning are from digital and other sources, and from each other. This should be […]
Great Design Starts From The Outside
I’ve spent some portion of my career with product designers. It has given me the opportunity to hang out with a lot of interesting people, whether they designed automobiles, airplanes, mobile devices, buildings, or even fashions. Regardless of the product, when they approached design, they started on the outside–the parts visible to the customer and the parts the customer interacted with. They knew it was these parts of the product that attracted the customer and had the major impact on their experience both in buying and using the product. Most of the time, it was in the parts of the […]