Samurai Sales Training – Establishing Yourself as a “Trusted Asset”

“You can have all the facts and figures…but if you don’t command trust, you won’t get anywhere,” Naill Fitzgerald (former chairman of Unilever).

Many claim they are a “Trusted Advisor.” However, trust is earned not taken. Just because you call yourself a “trusted advisor” doesn’t make it so.  The goal is to move from “Advisor” to “Trusted Advisor” to “Trusted Asset.” By becoming a “Trusted Asset,” your probability of retaining clients increases dramatically.

One customer satisfaction survey stated that only 4% of vendors and service providers received a rating of excellent. Those receiving an excellent rating have a 90% retention rate of current clients. The 80% of vendors receiving a good or very good rating were at risk of losing 50% of their clients. Poor rating? 90% of their clients were actively welcoming new vendors.

The important, final differentiation is the advisor versus asset. The advisor was available to offer high-level counsel. The asset took an active, high-level role in a client’s business. She/he would look for opportunities to contribute to a client’s growth that go beyond the scope of products and services his/her company offers. For example, it could be an introduction to a new prospect or market; or perhaps assisting the client with a search for a new employee.

So, how does one become a “Trusted Advisor?”

Under the guidance of Sensei Dan Kreutzer, of the Samurai Business Group, we discovered the “building blocks” of trust. First there must be a Natural Affinity. You actually like each other. Sense of humor, focus on purpose and determination to succeed are similar, if not identical.

Authenticity. There may be areas of commonality outside of work. You are perceived as a “real person.” Perhaps you discover you attended the same high school. You have common friends outside of the office. You share the same values.

One client of mine was a year behind me in high school, is involved in auto racing (a passion of mine) and we had a number of shared friends. After a formal meeting, we went “off-site” for an informal meeting lasting three hours. We shared experiences, swapped war stories and moved the relationship beyond new client – service provider.

Competence and Character. Do you truly know your business? Understand and communicate weaknesses of your company? Willing to accept and correct mistakes? Quickly and willingly? Or as they say in Chicago, “Are you a stand-up guy (girl)?”

Ok, so how do you actually build trust? First you must trust yourself. Do you keep commitments, maintain integrity, and adhere to your strength of character when you are alone or no one else is looking? (“I was going to take a vacation, but then I realized I would have to go with me.”)

So here is your personal “check list.”

1. Integrity. Are you willing to take action according to your own values and principals, despite the personal cost? If you can’t deliver on a contract as proposed, promised and accepted, what actions do you take?
2. Intent. Are you acting on behalf of your client’s need or your own? Are you direct, straightforward and acting for mutual benefit? Is your agenda open or is there a second, hidden agenda? Are you transparent?
3. Capable. Simply stated, “Can you actually do what you say you can do?” Your mind can be pure. Your intent and integrity unquestionable. You and your client really get along. But if you don’t have the skills, training and experience to do what needs to be done, you have an accident waiting to happen.
4. Results. Do you have a track record of success?

There is much more to becoming and maintaining “Trusted Asset” status with each client. It is earned one client at a time. It is non-transferrable. It retains and grows clients. To discover what else it takes to “Establish Yourself as a ‘Trusted Asset’,” contact either Dan Kreutzer or Robert Lambert or visit the Samurai Business Group website.

Spencer Maus, of SpencerConnect, is a senior-level, public relations executive. Samurai Business Group is a client and providing compensation to SpencerConnect.

Samurai Sales Training – Are You Disciplined to Succeed?

DISCIPLINE

Mirriam-Webster defines discipline as a noun, “training that corrects, molds, or perfects the mental faculties or moral character: orderly or prescribed conduct or pattern of behavior: self-control.” As a verb, “to train or develop by instruction and exercise especially in self-control.” Self Discipline, “correction or regulation of oneself for the sake of improvement.”

Warrior Views wrote in an article discussing the Samurai, “The Samurai conduct all their day-to-day activities with a high level of discipline.”

In their writings, Dan Kreutzer and Robert Lambert paraphrased the Code of Bushido, “If you want people to deeply trust you have to be disciplined…You can’t fake it!”

Like everyone, I try, I really try. But workout regimens, diets, etc tend to fall victim to short term temptations. “You’re going where, when? I can skip my training for one night.” “Wow, look at that cake. My niece baked it. I can’t disappoint my niece.”

The first step our Senseis had us take was to grade ourselves as being disciplined. My scores – not good, not bad, but not good. Step two, plan to be disciplined. There are rewards. It gets you through the lows, the peaks and valleys. It becomes easier to make decisions, see and take advantage of opportunities, keep one’s word.

When discipline is served, one is able to maintain focus, doing what needs to be done and not done, confidence and vision, be consistent and make decisions. And, keep one’s word.

OK smart guys, how? First have a personal, activity plan. The Samurai Business Group provided the forms and scoring system for tracking progress, success and non-success (someone once said to me, “Success is never certain, failure never final). The forms are outstanding and testing.

The forms visually demonstrate if you are traveling the road to success. The “leading indicators,” which tell you if you are moving forward or standing still, are old school. How many prospects have you developed; how many discovery calls; how many sales cycles are moving forward; and how many proposals are being considered.

But the mind can play the wonderful trick of self justification. “OK, I’m a little short, but the economy sucks. I’ll do better next week. I’m really good at what I do. I just need a few more speaking gigs and networking events.” Don’t believe your own propaganda.

This was an enlightening session. And contained more information than what can be included in one blog. With that said, let me leave you with something shared by Richard Berroa in “The Realgogetter Blog,” The Precepts of the Samurai (samurai no kokoroe), a modern variation on a historical philosophy:

“Know yourself. (Jiko o shiru koto) Always follow through on commitments. (Jibun no kimeta koto wa saigo made kikko suru koto) Respect everyone. (Ikanaru hito demo sonke suru koto) Hold strong convictions that cannot be altered by your circumstances. (Kankyo ni sayu sarenai tsuyoi shinnen o motsu koto) Don’t make an enemy of yourself. (Mizu kara teki o tsukuranai koto)

“Live without regrets. (Koto ni oite kokaisezu) Be certain to make a good first impression. (Hito to no deai o taisetsu ni suru koto) Don’t cling to the past. (Miren o motanai koto) Never break a promise. (Yakusoku o yaburanai koto) Don’t depend on other people. (Hito ni tayoranai koto) Don’t speak ill of others. (Hito o onshitsu shinai koto).

“Don’t be afraid of anything. (Ikanaku koto ni oite mo osorenai koto) Respect the opinions of others. (Hito no iken o soncho suru koto) Have compassion and understanding for everyone. (Hito ni taishite omoiyari o motsu koto) Don’t be impetuous. (karuhazumi ni koto o okosanai koto) Even little things must be attended to. (Chiisa na koto demo taisetsu ni suru koto) Never forget to be appreciative. (Kansha no kimochi o wasurenai koto) Make a desperate effort. (Issho kenmei monogoto o suru koto)

“Have a plan for your life. (Jinsei no mokuhyo o sadameru koto) Never lose your ‘Beginner’s Spirit. (Shoshin o wasurubekarazaru koto)
“Saigo made eizoku suru – persist to the end. This one has special meaning to me. I look at this in this way ‘to persist is to conquer.’”

*The Samurai precepts are from written by Kristen Kyle.

For further details on “Discipline,” contact either Dan Kreutzer or Robert Lambert or visit the Samurai Business Group website.

Spencer Maus, of SpencerConnect, is a senior-level, public relations executive. Samurai Business Group is a client and providing compensation to SpencerConnect

Samurai Sales Training – Building Customer Loyalty

When asked to rate their vendors, customers said 4% were excellent; 80% were good to very good; and 16% poor. Of those in the good to very good and poor categories, 50% to 90% of those vendors, consultants, and service providers were replaced by someone else.

We all know how hard it is to add to our client/customer base. But losing a client/customer is painful. In spite of all our efforts, the client/customer found someone “better.” Where were your mistakes? What did you do wrong? What can I learn so this doesn’t happen again?

Dan Kreutzer, of the Samurai Business Group, covered this in detail through the Samurai training module and in class. First, most customers expect “a very good job” from vendors. But very good is not good enough. And “customer loyalty is a myth.” You need to convert “loyal” customers to evangelists. How?

First you must remember that your work doesn’t end with the ink drying on the contract and the check clearing. You need to meet with all involved in using the product or service you deliver. Maintain visibility. Not just by email or phone calls, but live and in person. Become perceived as an “employee,” not just the guy who shows up to take the CEO to lunch once a quarter.

One of the greatest compliments I received was when an employee asked if I was attending a company sponsored, employee event. She was surprised to learn that I wasn’t an employee.

Next, don’t be modest and don’t be unavailable when inconvenient. Link their successes to your good efforts. Don’t assume they recognize your role in making something great happen. Become their go-to person to build reliance on your talents – even outside of the contract. And if there is a problem, take or assume responsibility. And then fix it.

Help a client build and grow their business. The contract calls for the writing and distribution of press releases, contacting media and writing white papers. Go the extra mile. If you know someone who could use their products or services, set up a qualified introduction. Let the client know you care as much about their business’ success as you do for just the project’s success.

Now the competition comes knocking. Help the client prepare for your competition and how to handle them. Give them a script and rehearse it before the competition arrives. And ask your client questions about your work and how you have become her “go-to” person.

By caring as much about the client’s business success as your own success with the project you willmove from vendor to trusted asset. And move the client from loyalty to evangelist.

For further details on “Building Customer Loyalty,” contact either Dan Kreutzer or Robert Lambert or visit the Samurai Business Group website.

Spencer Maus, of SpencerConnect, is a senior-level, public relations executive. Samurai Business Group is a client and providing compensation to SpencerConnect.