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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
Don’t Cheat Your Customer By Not Closing
My post, “But Will I Sound Too Salesy?” generated some interesting comments and discussions. A sentence from Dominic’s comment struck me. He shared an experience in a sales training class: “They thought the actual close suddenly transported them into the realms of a door-to-door encyclopedia salesperson, which they felt was suddenly grubby.” If we are doing the right job engaging customers in discussions about improving their business and achieving their goals. If we are focused on showing them how to achieve results they couldn’t do otherwise, we are cheating them by not closing, by not gaining their agreement to go […]
“But Will I Sound Too Salesy?”
I just got off the phone with a business owner. We were having a great conversation about how he and his team were growing the business. We were talking about some of the conversation he was starting to have in selling to larger enterprises and struggles they were having in their conversations with these customers. We went through the conversations, discussed how he might shift the direction, focusing more on their needs and the business value his company would create. At one point, he said, “But doesn’t that sound too sales?” It’s something I hear all the time. I expect […]
Let Me Get Back To You…..
You’ve finally gotten a meeting with that key executive. It’s taken weeks to arrange calendars, the meeting has been rescheduled once or twice, but the time has come. You’re face to face with her–the key decision-maker. The meeting’s going well, but there it is, the question the customer asks–and you don’t have the answer. In the good old days, it used to be perfectly acceptable to respond, “That’s a great question, I’ll have to go back to the office and research it. Let me get back to you tomorrow (or whatever time period is acceptable)” As I said, in the […]
The Customer Designs Their Own Customer Experience
We spend a lot of time talking about customer experience design. There is some value to it, but there is also great danger (and arrogance) in it. We cannot possibly design the customer’s experience, we can only design how we engage the customer for those parts of their experience that involve us. The customer experience is theirs, and it’s different for each customer (individual). The customer experience is not isolated to “this buying decision” or to their experience with us. The customer’s experience started years ago, perhaps even before they even became aware of us or our company’s existed. The […]
Exchanging Value
The discussions revolving around my post, Moving From Value Creation To Value Co-Creation, has gotten pretty interesting. I thought I’d expand on some of the discussions that are occurring both on and offline. We talk about creating value for our customers. It’s a critical part of winning business. But we have to remember, value is exchanged between parties. (This will start to give you a clue about the expression, “there is no such thing as a free lunch.”) Value exchange was pretty easy to understand in the “old days.” We provided products and services that had a value proposition. Presumably, […]
What’s Quality Have To Do With Sales And Marketing?
Quality is a word I almost never hear in a discussion about selling. Sure, sometimes we sell the quality of our products and selling, but I almost never hear the discussion of quality in selling or marketing. It’s a sharp contrast to discussions I have with manufacturing, engineering, development, and even financial executives. Quality is an ingrained part of everything they do (at least in high performing organizations). When I ask sales and marketing executives about this, usually the answer is “We’re different.” Sometimes, it’s amplified, “Our work flow and processes need to be flexible and change with the customer,” or […]