Tag Archives: success

Listening for the Win

“Don’t puke on your prospect.”

OK, a bit crass perhaps, but it is some of the best advice on salesmanship I’ve ever been given. Any of us who have purchased B2B goods and services have experienced this. The sales rep reaches out and you grant that first meeting. Upon entering your office, the sales rep launches into a completely one-sided dialogue about how great he is, how great his company is, and why you should be doing business with him. He asks no questions, and although you try to turn this into a real conversation, he won’t allow you to participate. He simply has too much to say!

Case in point: When I was Director of Risk Management at a large restaurant chain, I was called by a representative with a local insurance brokerage firm. Upon entering my office, he asked me one question: “Do you purchase accounts receivable insurance?” he asked. “No,” said I, “our guests typically pay with credit cards…” and that was the end of the discussion. Oh, the meeting lasted another 15 minutes as the rep droned on and on about how uncollectable accounts receivable have practically sunk many businesses and how every business should have this coverage. I finally cut him off and showed him the door. As he walked out, he dropped some expensive looking accounts receivable insurance marketing materials on my desk as he said, “I’ll be in touch.” The marketing materials went straight into my trash can, and thankfully, he never did follow up. Indeed, “sales puke” is a sure-fire way to ensure that you never win that piece of business.

“Seek first to understand, then to be understood.” ~ Stephen R. Covey

A former boss of mine was a Covey disciple. He had his entire team read Covey’s The 7 Habits of Highly Effective People and he recited this quote incessantly. He even found budget money for each of us to attend a live presentation by Dr. Covey himself a few years before he passed away. I agree with my former boss that 7 Habits is a must read for any business professional, regardless of your line of work. But it is this quote in particular that has stuck in my mind over all these years. I have applied it in my risk management roles and I apply it in my current role in commercial insurance sales.

People need, indeed they like, to be heard. I believe failure to listen is often to blame when negotiations end in stalemate or objectives fail to be met. Applying Covey’s principle generally yields one of two results in my experience:

 (1) The business associates (or sales prospects) with whom you are speaking are more apt to hear you out and more readily consider your viewpoint (or product) if you’ve heard them out first and asked meaningful questions;

(2) You begin to see enough value in your associate’s viewpoint that you begin to change your own mind. In a sales scenario, you may learn about a pain point your prospect is experiencing and alter your approach accordingly. In both scenarios, you learn something and the ultimate end result is best for all!

Do you see what is happening here? Both outcomes are wins!

As I look back over my career, I readily see that I have been most successful when I have worked hard to practice good listening skills. It’s a sign of interest. It’s a demonstration of respect. And no matter the line of work, sound listening skills will open doors. Go ahead, give it a shot. I dare you.

Photo credit: My iPhone 5s, Idaho Springs, CO. February 2015

Photo credit: My iPhone 5s, Idaho Springs, CO. February 2015

Wisdom or Folly?

“If I only knew then what I know now, I would have approached my life back then so differently.” I bet almost all of us have stated that lament at one time or another, either on looking back at high school, college, or maybe that first job. Ah, wisdom; that wonderful gift from God that opens our eyes to a grander plan than we could ever comprehend on our own. Wisdom helps us realize that life is a much larger picture than even the wisest among us can perceive at any given time, and although we cannot see the entirety of that big picture we know it exists. As we gain in wisdom we begin to look beyond our own well being and seek the well being of others. We begin to realize that the world wasn’t created solely for our benefit, but we were created to serve the world around us. If we seek wisdom we can find it.

“Then I saw that there was more gain in wisdom than in folly, as there is more gain in light than in darkness.” Ecclesiastes 2:13 

Why, then, do some seem to choose to wallow in folly? What is folly, anyway? Merriam-Webster defines folly, “the lack of good sense or judgment; a foolish act or idea; foolish behavior.” Truly, folly is all around us. Now, to be fair, I must confess that I have spent my share of time pursuing folly. I remember making decent grades in high school without having to put in a whole lot of effort. I remember making the Dean’s list my freshman year of college – not the list of students who excelled, but the list of students whose admission was in possible jeopardy because of a lower-than-acceptable GPA. It seems that my studies in “Texas Dance Hall” my freshman year did not support my major at Concordia Lutheran College. I remember the early days of my working career, in which my priorities included occupying my favorite bar stool at the local watering hole. “If I only knew then what I know now…”

Succinctly stated, folly gets us nowhere constructive. Pursuit of folly keeps us in darkness; it is a barrier to success both personally and professionally. Unfortunately, folly often presents itself as the path of least resistance, thus it is relatively easy to follow. But following folly’s path is like starting down that hiking trail that ventures into the woods. At first the path is wide and easy to follow. As we move deeper into the woods the path grows narrower, weeds begin to obstruct the way, and we soon find ourselves standing in the middle of the woods with no clear sense of direction as we wonder how to get out. Having followed folly’s path, we find ourselves worse off than we were upon beginning folly’s journey.

Our country seems to have embraced folly these days. Our national debt climbs at an alarming rate with no effort by our government nor demand by the people to reverse the trend. We seek after short-term pleasure without seeing the big picture of the long-term consequences of those choices. Have we killed the cure for cancer or the next great composer through abortion? As we continue to whittle away at our moral foundation, shouting slurs and insults at one another along the way, are we not sacrificing the long term health and well-being of our nation? As we, in our passivity, hand over increasing amounts of power to our unelected Supreme Court, are we not squandering the freedoms that thousands of men and women fought and died to win and preserve? Folly, indeed. It won’t be long before the path vanishes into the weeds and we find ourselves standing alone in the dark, cold woods wondering how in the heck we got there and where do we go now.

The United States is headed down a dark path, but it is not too late to change course. I choose wisdom. I choose Light. I choose to share the virtues of those things as I shun the foolishness of folly. I don’t want our nation to look back at today from fifty years hence and lament, “If I only knew then what I know now…”

What say you?

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Risk Manager in Residence

 

IMG_0833The letter from the Spencer Educational Foundation informed me I had been selected by the Katie School of Insurance & Financial Services at Illinois State University to spend two days with their students as Risk Manager in Residence. I was thrilled! Then, as the reality of this commitment settled into my brain, I was humbled.

My ISU "home" for two days: The State Farm Hall of Business.

My ISU “home” for two days: The State Farm Hall of Business.

I have enjoyed a very fulfilling career, and the opportunity to share some of my experiences and wisdom with my industry’s future was quite an honor. Over two days I was to lecture in three courses, two sessions apiece. Tuesday evening I would deliver a presentation to which all students of the Katie School were invited. I wanted the content to be meaningful to the students, and the Katie School faculty was extremely helpful in sharing information on class size, majors represented, and course content thus far in the term.

I began preparing my material a few weeks before departure. My aspirations were grand: I wanted to teach, encourage and inspire these students. As I began preparing my first course outline, my brain froze. “Who am I to stand before these students,” I began to ask myself. “What if my content is too basic? Or too advanced? What if I’m boring? What if we don’t connect? What if…”

I hate self-doubt. Self-doubt is one of the greatest barriers to success that we place before ourselves. Looking back in hindsight, however, I realize this wasn’t really a case of self-doubt. It was more an acknowledgement of how important this program is to the schools and students who participate. I would tailor a message with content specific to each class I would address. And I would deliver a presentation Tuesday evening that would be informative, entertaining, and inspiring. I prayed to God that He would give me the words to say, and He did.

As I write this, I am sitting in the Central Illinois Regional Airport awaiting my flight home. I’ve received lots of positive feedback from the Katie School. I’m pleased that my offerings were well received and added value. Over my two days at the Katie School, I was given a glimpse into my industry’s future. The students I met were bright, engaging, articulate, and excited for their futures. They asked many insightful questions. They each have much to offer. The future for my industry is very bright, indeed!

As I think back over the last two days, I’m betting that, in many respects, I gained more from this experience than the students did. I leave Illinois State inspired and refreshed. I have a renewed vigor for my career, and I have a new set of young friends to keep me on my toes. I thank God for this experience, and I will continue to seek to honor Him with my work.

If you are a risk management professional, I strongly encourage you to consider volunteering your time and expertise to the Risk Manager in Residence program. Trust me: you will be blessed.

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“Everybody’s Got an Angle”

Ah, the wisdom of the great entertainer Bob Wallace, portrayed by Bing Crosby in White Christmas. “Everybody’s got an angle.” Bob speaks this line in the context of discussing people’s motivation for the things they do. And, as I consider his statement, I’ve concluded that he is correct. Everybody, indeed, has an angle.

The immediate connotation of an angle tends to be negative. It implies that people use each other or misrepresent circumstances for their own gain. It implies that people’s motivations aren’t necessarily for good. In Bob Wallace’s case, he was talking about a letter written by Betty Haynes that lured Wallace & Davis to Vermont under a false pretense. Haynes was seeking an audition with Wallace & Davis, and believing they would not likely grant her request, she wrote a letter about her brother, an old army buddy of Wallace & Davis, that opened the door. Wallace understood that Betty Haynes had worked a false pretense (her “angle”) but was OK with it in the context of his world view because the end result was good for all four of them, as well as for General Waverly.

What do you seek, and what are you willing to do to achieve your goals? What is your angle? What motivates you?

Then Solomon said, “You have shown great lovingkindness to Your servant David my father, according as he walked before You in truth and righteousness and uprightness of heart toward You; and You have reserved for him this great lovingkindness, that You have given him a son to sit on his throne, as it is this day. Now, O LORD my God, You have made Your servant king in place of my father David, yet I am but a little child; I do not know how to go out or come in. Your servant is in the midst of Your people which You have chosen, a great people who are too many to be numbered or counted. So give Your servant an understanding heart to judge Your people to discern between good and evil. For who is able to judge this great people of Yours?” ~ 1 Kings 3:6-9

Before his passing, King David made his son, Solomon, his successor to the throne with God’s blessing. Solomon could have asked God for anything, yet what was his request? His request was that God would give him an understanding heart and wisdom to discern between good and evil, right and wrong. He didn’t ask for fame; he didn’t ask for wealth; he didn’t ask for a long life or even for world peace. His request was simply that God would make him wise so that Solomon could effectively govern the people. What was God’s response to Solomon’s prayer?

God said to him, “Because you have asked this thing and have not asked for yourself long life, nor have asked riches for yourself, nor have you asked for the life of your enemies, but have asked for yourself discernment to understand justice, behold, I have done according to your words. Behold, I have given you a wise and discerning heart, so that there has been no one like you before you, nor shall one like you arise after you. I have also given you what you have not asked, both riches and honor, so that there will not be any among the kings like you all your days. If you walk in My ways, keeping My statutes and commandments, as your father David walked, then I will prolong your days.” ~ 1 Kings 3:11-14

This was Solomon’s angle: that he be given wisdom from God so that he could be effective and God pleasing in his role as king. There is nothing negative here. This is a man who knew his place (king over Israel, but subject to the sovereign God) and simply wanted to serve honorably. Solomon prayed from his heart and God knew that; God therefore honored Solomon’s prayer, and then some.

Like most reading this post, I work for a living. I work for and with people whose motives are very honorable, but there are also those whose motives tend towards the selfish and dishonorable. Many in the work place are outstanding mentors to those whom they oversee, but others view colleagues and coworkers as rungs on the ladder of success, to be climbed over for one’s own personal gain. Some will misrepresent facts, as did Betty Haynes, to further their cause. We all know people who fit into both categories. Both types of people have an angle.

Business these days can be very competitive. How does one succeed in a competitive environment in which, for many, the accumulation of money and power is often the “be all, end all” of motivation? I thank God for the example He offers through King Solomon. I pray that God would give me a heart that seeks Him as purely and genuinely as Solomon did. I pray that God would grant me the wisdom to serve Him honorably in all that I do. I pray that He would show me my faults and help me correct them. I pray that God will put honorable people in my path from whom I can learn, while also giving me the opportunity to serve Him by serving others whether as husband, father, boss, or colleague.

Obstacles and circumstances will come, and each presents an opportunity to work an angle. No matter what obstacles or opportunities come my way, I pray that serving God will always be at the forefront of everything I do.

Everybody’s got an angle. What’s yours?

The Art of Vacation

When is the last time you took a vacation? I’m not necessarily talking about an expensive trip to an exotic destination; I’m talking about a simple break from your daily routine. Merriam-Webster defines vacation as, “a period of time that a person spends away from home, school, or business usually in order to relax or travel” (Merriam-webster.com). Speaking strictly from personal experience, we all need to retreat from routine once in awhile to reenergize ourselves. Our minds need a break and our bodies need rest.

We work in an age of immediacy. People send email and expect a (sometimes unreasonably) quick reply. Instant messaging, a means of communication even more immediate than email, is becoming more popular at work. I’ve heard of 2-hour voice mail standards in some work places. Pile these communications on top of increasing workloads and multiple projects and we have created for ourselves a stressful work environment that leaves us exhausted at the end of the day. Multiply that day by weeks and then by months and, at some point, our minds and our bodies say, “Enough already!”

Sadly, along with the convenience and immediacy of modern forms of communications comes what I call The Fear of Disconnecting. Many of us cannot or will not disconnect from work, even when supposedly on vacation, because we suffer from The Fear. Seriously? Are any of us really so important that our workplace would collapse if we disappeared for a week or two? Unfortunately, I know many colleagues who, by their actions, seem to take that notion to heart. I’m asking you to consider otherwise.

After years of vacationing with my laptop and smart phone as travel companions, I wondered why I returned from vacation pretty much as stressed as when I departed. Then it hit me: I never really disconnected. I checked email once or twice each day and replied to most messages. I checked voice mail one or more times daily and returned or forwarded important calls. I found that I was spending an hour or more of each vacation day – working! No wonder I couldn’t relax! No wonder I was stressed! “But this is what’s expected; this is what is necessary these days,” I thought.

Two years ago, I decided to conduct a personal experiment by adopting my own personal vacation policy centered on a complete disconnection from my work routine. While the benefits of such a policy are numerous, here are three benefits that should resonate with most of us:

  1. When I disconnect completely I truly enjoy the vacation experience. Whether visiting an exotic location or doing yard work at the lake (yes, that is R&R for me) the experience receives my full attention. My mind is focused on something other than routine. That’s the point.
  2. When I disconnect completely I am a better travel companion for my family. They get all of me for those few days.
  3. When I disconnect completely I return to work from vacation feeling refreshed and rejuvenated – a win for my coworkers and a win for me.

That all sounds great, but how do we pull this off in today’s world of immediate communication? How do we disconnect while respecting the expectation that we be immediately available? Friends, it’s all in the planning. Two to three weeks before my scheduled vacation, I let my boss, my coworkers, and my direct reports know of my plans. I give them the dates of my vacation and remind them that I will not check email or voice mail while I’m away. This gives them ample time to request things from me before I leave, thus mitigating the possibility of somebody needing something while I’m away and feeling frustrated because I’m not there to deliver it. I give similar notification to important business partners outside my company – in my case those include our insurance broker, our claims representatives, and our outside law firms. I give my first notice three weeks ahead of time if possible, and I repeat the notice at least once each week leading up to my scheduled vacation.

Before leaving the office, I update my voice mail greeting and my email auto-reply to clearly state that I am unavailable while offering a means of reaching a qualified coworker. If you email me today, for example, this is the message you will receive: “I am out of the office on vacation. I will not be checking email while I’m away. I will return to the office on Friday, March 28 and I will receive and reply to your email after my return. Should you require assistance before then, please contact…” Similarly, if you call my work number today, you will receive this voice mail greeting: “This is Jeff Strege with CEC Entertainment. I am on vacation. You may press zero now to be transferred to another member of the risk management team. If you’d prefer to leave a message you may do so at the tone, but I will not receive your message until I return to the office on Friday, March 28.” My goal is to clearly state that I will not receive the message until my return while giving the sender or caller a means by which they can reach somebody else for assistance.

I offer this side comment on out of office messaging: If you say you’re out, you’re out. If you set your out of office message to say you’re out, but then reply to emails or return phone calls your Out of Office Credibility is shot. When you try to disconnect for vacation, people who know you well may expect a reply anyway. Set the message and let it be.

This system has worked beautifully for me. Fortunately, I work with people who understand the needs and benefits of a real vacation – and I bet most of those reading this do as well. I dare you to try it. If it’s a scary proposition for you, take a Friday off and allow yourself to disconnect completely for the 3-day weekend. If you haven’t tried it before, you may be surprised at how refreshed you feel when you return to work on Monday.

P.S. I am not a psychologist or a human behavior expert, nor is this piece intended to persuade anybody to behave in a manner not consistent with company policy or procedure. This piece is based solely on my personal experience. Good luck!

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