CRM Current Reps vs. Former Reps

You may remember a blog post that I wrote about a former rep that used CRM data cleaning as an excuse for poor performance. You can read about that HERE.  Accurate data is important, especially making sure critical data is accurate and spelled correctly. But spending the time to remove 'www' in the website field (even though it worked just fine having it there) or adding a period behind every state abbreviation is beyond ridiculous. But I digress.

A good salesperson is often perceived as a "bit" arrogant. It is really easy when you are the brand-new shiny rep to think that you are blameless, perfect and that any previous reps were idiots and morons.  There is a fine line between confidence and arrogance. I'll hire confidence every day, but I will avoid arrogance like the plague.

We are moving to a new CRM system, and I have been reviewing old CRM data and importing it into our new CRM.  I came across this comment in our CRM today from our infamous data clean up rep.

"S/W Sheila. She does not remember talking to 'Sally Sales Rep'. No needs, but confirmed her email and I sent it. Sheila had mentioned that "it could of been someone else" 'Sally Sales Rep'. visited with. After uncovering her title, once again, ''Sally Sales Rep'. was talking to a Admin, not the DM. NEXT: Look-up a new Marketing contact and confirm DM's name. "

 I can't even begin to tell you how many of these types of comments I come across in our CRM. Our new rep decided he was better than our former rep (he also decided he was better than me, but that is a different story).

So here is my unsolicited advice and observation to both a new rep and their boss.

1. As a new sales rep, you do not always know the history of a rep. In this case? 'Sally Sales Rep' was a fabulous sales rep and I would have taken her back in a heartbeat. She had to leave our company to care for a family member.

2. Saying or making these comments? It makes you look small and petty to be trashing your predecessor via notes in CRM. Really. The best way to make a previous rep look bad? Outperform them. Period.

3. This type of passive aggressive and narcissistic behavior is a death knell for the future of this rep. Cut your losses and move on. This type of personality will blame everyone else (remember the CRM data cleaning?) for their shortcomings or mistakes.

4. Are you a CRM admin? Watch out for these kinds of notes in CRM, they are a great indicator of the personality traits of a rep. Culture and personality are incredibly important in a rep. If they don't represent your company well by being rude, snarky or arrogant, they can and will cost you money in more ways than one.

Stay tuned for more about confidence vs. arrogance. But I want to leave you with this.

A confident person brings people together and celebrates everyone's wins.  An arrogant person thinks they are better than everyone else, shouts their own accomplishments, belittles or demoralizes others.

Truly confident people do not need to compare themselves to others or put others down. Their actions and results will show through.  Arrogant people never take responsibility for their own shortcomings.

Be confident.

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Lori Hanken has been in sales and marketing for over 30 years. She is passionate about service and providing value to her vendors, prospects and clients. Lori is currently co-owner of Total Displays with her husband David. They help people look great at events, trade shows, in retail, museums and develop long partnerships with customers and suppliers. If you would like to learn more, email her at lori@totaldisplays.com. She is an open networker, connect with her on LinkedIn here.

Read other Total Displays Blog posts at http://totaldisplays.blogspot.com/

You can also check out our website at www.totaldisplays.com

Do You Wanna? - a Mini Rant

 Just a little mini rant. I know conversation and language has become much more casual than it used to be. I know I am old school. I just prefer to sound professional and intelligent. Once you have built rapport and a relationship you can become more casual in your conversations. But written word, messages, emails I still believe should be professional.

Just this week I have gotten 2 messages on LinkedIn asking me if I "wanna" connect or if I "wanna" use their services.

This was a message I received yesterday.

Total Displays not recommended?

wouldn't wanna connect and bait you Lori so I'll be upfront do your clients have enough online reviews? do they wanna get 10-15 positive reviews per month, handle negative reviews and boost their visibility online.  Do you wanna offer review management services to your clients like other tech-enabled agencies?

Seriously - what is up with this? And yes, I did. My reply was "I don't wanna".  Please be professional in your correspondence.

~End Rant

I can clean your CRM data - BUYER BEWARE

 I haven't written about the trials and tribulations of our CRM software for quite a while. For those of you that may not know, I was part owner of a software company that developed a nationally sold CRM package for a large software developer. I travelled the country training and teaching best practices of CRM.

Over the years we have had great salespeople and we have had people that should never talk to a living person.  Of course, we have had everything in between also.  Sales reps, calls & CRM are three passions of mine.  Each time we make a hire, we learn something new.  Some good things to look for and some bad things to look for as well   I do have to say, sometimes I am not very good at seeing and recognizing those little red flags. I have written about that before. 

Here are some little red flags that I suggest you keep your eye open for...

1. I make 75 calls a day.  Let's break that down a bit.  It sounds great on paper, but in reality, 75 dials does not mean 75 good quality phone calls. If you are doing your job well, you should spend at least 3-5 minutes per cold call and that is if you are a keyboard wizard. 
1. Look at the CRM call & email history (you don't want to sound stupid when talking to a prospect)
2. Check LinkedIn to see if the person still works there or has maybe changed jobs
3. If you even spend just 5 minutes per call?  That is a straight 6.25 hours of calling with NO breaks. 
2. Be aware of people that immediately want to "clean" your CRM data.
1. Make sure they live in that data and understand your process before any major changes.
2. Be sure they run any data structure changes by a CRM manager before just implementing

That being said, I am pretty passionate about making the effort to keep CRM data relevant and accurate. There is nothing worse, than picking up the phone to call someone and the information is not accurate or is missing data. Contact names, phone numbers, websites etc.

We hired a business development rep a while back that bragged on his ability to "clean CRM data". Please do yourself a favor and make sure you vet anyone very carefully that says that they can provide you with this service.

We are moving to a new CRM platform, and I didn't want to do a data conversion. I know there is so much junk/garbage in our database that I have been building new lists and managing that process myself. I know it is extra work, but at least then I know that the leads I am loading are legitimate and that they actually have need for our products/services.

For anyone that is a CRM database manager, you might be the only people that will truly feel my pain. 

Here are some of the things we discovered after he left our employ. We actually paid this man to do this!  Shame on us, right?

He went through EVERY record that was assigned to him and added a period behind the state abbreviation by hand! Yup, every single record. When I mentioned it to him, he said that it was required in order to do bulk mailings. 1. We don't do bulk mailings. 2. The USPS has not used periods after state initials since 1963.  Read more here (only if you are a CRM geek like me) State Abbreviations - Who we are - About.usps.com

Not only the state abbreviations, but he would change the world Lane to Ln.  or Road to Rd. Street to St. You get the idea. Imagine the amount of time it took to make all of those changes.

The website field in our CRM is a hyperlink. It is just habit for me to start an email address with www.  When we imported our data the first time, that is exactly how it set up the website format. It worked just fine as a hyperlink. He changed EVERY record removing the www. What an absolute waste of time and energy.

But that is not the worst of it. He consistently told me our CRM data was a mess and that he needed to spend a lot of time cleaning it up. Of course, that meant he had to spend his time doing that, not doing his job which was business development. Hindsight of course, was that it was likely a coverup for him not feeling comfortable doing his job. Oh, the irony. He complained constantly about the "mess of our data", but he is the one that messed it up!

The absolute worst was when he would completely change a prospect to a completely unrelated company and the original information about the prospect, we had been in communication with was just COMPLETELY GONE.  Most of those I just couldn't even figure out. It was such a puzzle we often gave up and just deleted the record.

So many times, I would find a mismatch between the contact's name, the company name and the website.  For example, contact name Sue worked for XYZ Company, the website was ABC company, and the company name was 123.  Sue never did work for ABC or 123 company. You may think I am exaggerating, but I absolutely am not. I spent so much time unravelling the mess of contact records you would not even believe it. We had an intern that helped unravel all of his accounts to get the data corrected. Luckily, most of my notes were complete enough that I could work my way backwards to figure out who I had been communicating with. But, seriously, WHAT A COMPLETE WASTE OF TIME.

Why am I sharing this now? As I am moving data over to the new CRM, I am still running across messed up data thanks to this rep.  We had documented procedures, I had field by field instructions about what should go where and how to best use our CRM.  He ignored it all. I guess he thought he knew better. The mismatched mess I ran into yesterday?  The person in the database never worked for the company/phone combo listed. The company/phone combo has never exhibited at trade shows and therefore were not even a prospect. I just deleted it all and started fresh with the prospect that I knew was an actual prospect. 

Be aware, of what is going on in your CRM database. It can be your best friend or your worst enemy. CRM is supposed to make your life easier.  My other advice is to not allow any "cleaning" of CRM data until they have used the software for at least 6+ months and have proven they can use it the way your procedures intend. 

Of course, a good rep may have fabulous suggestions on how to improve things. Just make sure they run them by someone that knows before implementing and wasting a lot of time and money.

Your Competitors Love You!

 I have been a bit silent here of late. It felt like what I had to say just didn't have value. There is such a mix of opinions about whether live events like trade shows are safe, have value or should even be a thing. The unfortunate reality is the topic can still be divisive for some and a bit depressing for us. So, I have kept quiet.

On the flip side of those feelings are facts. We are CRAZY busy. We are busier than we were pre-covid. We have taken on MANY new clients in the last 10 months and have built MANY new exhibits. I talk a lot about gratitude and after the previous 18 months we have so much respect and gratitude for the companies that are committing to getting back out there at trade shows and events.

Here is just a little advice.

I received an email from a prospect about a month ago. It was one of the most depressing emails that I have ever received. The gist was, he was going to the show, but he didn't want to, he really wanted his money back, wasn't taking any staff, wasn't taking their big booth and thought it was going to be a waste of time and money. That same week a customer backed out of a trade show they have done for many years.  The show went on, but they weren't going to go. It really discouraged me for a moment. 

Luckily the next conversations I had were the COMPLETE OPPOSITE. People have been having amazing results at trade shows. Attendance may be down slightly, but that gives exhibitors more time to spend with people. The quality of the attendee is up, and they are coming back from shows with more qualified leads than they had pre-pandemic.

 

So, you wonder why I say your competitors love you? If you don't show up at a trade show and your exhibit space is empty? Or, if you have been there for years and all of a sudden you aren't? Your grace period is over. People notice and your competitors are glad you aren't there, and they are happy to talk to your prospects and clients!

The comments our clients have gotten about empty exhibits at trade shows?  Oh, they must have gone out of business if they aren't here.  Or, I'm glad they aren't here, I got to talk to a number of their clients. 

It is ALL about attitude. If you go into a show believing it is going to be a waste of time and money?  Guess what, it is going to be a waste of time and money. If you go to the show excited to be back face to face with people? You will have a good show!

Read more about it here on Trade Show News Network - GREAT article.  https://www.tsnn.com/blog/unintended-consequences-empty-exhibitor-booth

It's time to get back to business.  It's time to show up again.

Make sure you show up in style.

A Harsh Reminder and Blessings

Yesterday we went to an auction preview for one of our local competitors. 

Unless you are in the live events or trade show industry, I really don't believe you can understand the massive affect that the last two years have had on this industry. Restaurants, bars, gyms have struggled as well, but their loss is tangible to most people. When the shutdowns started for many businesses that were deemed non-essential, I was very vocal about some of the inequities I saw in our own state. For example, gyms that promote wellness and health were deemed non-essential, but a candy store was essential because they sold some processed meats.  They actually market themselves as 'The World's Largest Candy Store'.  

I know, I know, public safety is important. But if you saw the lines of people waiting outside the candy store when they opened you start to question the sanity of people. They weren't there to buy meat, they were there to buy candy. So, it was safe to stand in line, right next to literally hundreds of other people, but not safe to allow people to exercise. I had one young man tell me that if our business failed as a result of these shutdowns that it was our fault because we didn't have an emergency plan in place to cover this type of thing. Let's just say that interaction did not go well. He was a recent college graduate of economics. He was simply regurgitating things his professors told him, with no knowledge of the real world. 

I was called many names during those days. We stayed home and did what we could do for public safety. We ordered take out from local restaurants. We bought supplements from our local gym. But that doesn't mean that I believe the shutdowns were equitable. As a result of being vocal in support of small business I had people stalk me, write an obviously fake review on google for our business, send me nasty messages and more. All because I was vocal in my support of small business.

If I had one more person during that time tell me I needed to "pivot" I think I may have put a fist through a wall. To say it was a stressful time is a major understatement.

The live events industry shutdowns did not just affect one business segment. It rippled through so many segments you can't even imagine.

Now, why all this? Most of that is over. Our industry is not completely out of the woods, but we are on the right track (that is as long as monster companies stop "quitting" events to make a statement of some sort - and all the production and supply chain issues get resolved - more on that later).

That competitor that had the auction? They didn't make it. Walking through their office kind of felt like digging through a neighbor's drawers or medicine cabinet. It was surreal.  ALL THAT STUFF. People's desks, computers, files, business cards, stamps, so much stuff. A person's livelihood, people's jobs, customers that relied on that company for product and services. The could have been us.

I was really overwhelmed yesterday by the situation. 

We are still here. We are rebuilding. We are facing new challenges every day, but we survived. I am SO GRATEFUL FOR THAT. I am grateful for the industry partners that have supported us and helped us continue to get through this, I am thankful for the customers that are back at trade shows and are buying products and using our services. I am thankful for my family that is here with me every day gutting it out with me.

I am a contrarian by nature. I don't like being told what to do. I did all things I was told to keep people safe, but I don't like being told that a candy store is more important than a gym, a restaurant or even a trade show exhibit company. There are no promises, there are no guarantees, there are just opportunities to grow and to find things for which to be grateful. 

It is hard.

Does Your Trade Show Partner Listen?

 I want to talk about hair cuts.  Yup, haircuts. How many of you have gone to a hair stylist or a barber and told them what you wanted and came out with something that looked nothing like what you expected. When I was younger, I talked my Mom into taking me to a very high end hair salon. With that high end hair salon, came a high end price. I insisted they were the bees knees and they would make me look amazing. I'll keep it short and sweet, when I left there? I was sobbing. My head and hair looked like a bubble. It was the worst hair cut I have ever gotten. There may have been an I told you so or two on the car ride home. Have you ever had a haircut from someone new and then go back to your old stylist to fix it after?  Yup. Been there, done that. Or my favorite. I said, "I don't want layers". Guess what I got? Yup, LAYERS and lots of them.

So, how does this all relate to trade shows, exhibits, sales, and Total Displays. We just got a verbal from a new client on a new 10 x 20 display. I asked who the competitor was and was told the story of why they chose us. The bottom line was, WE LISTENED. 

Our discussions revolved around the fact that this client wanted a high end look but was not looking for a high end price. That may seem counter-intuitive, but honestly, with a good partner that has a lot of product options available, it is possible. Now, be sure you understand, that doesn't mean we are sacrificing quality. There are ways to still have a good, clean, professional look in a trade show exhibit without breaking the bank.

Our competitor came in with a lovely product with a price 5.5 times the price of ours. Yes, you read that right 5.5 times. I am sure it is clear why we won the business. 

Here is a short list of what to look for in a trade show exhibit provider/partner (note, the use of the word partner).

1. A wide range of products lines.  This means that your partner is not restricted or married to just one manufacturer or product line. This gives you the most options from which to choose.

2. The ability to work with and have a relationship with the owners/decision makers at the exhibit company. Or to flip that statement, you aren't working with just a commissioned sales rep.  Commissioned sales reps often don't dream of sugar plums, they dream of dollar signs. By having access to or working with an owner, you have a better chance of them understanding budgets and being respectful of them (oh, trust me, I know that is not always the case, but find a partner where you know you can trust them.)  

You can read a story about a sore loser/owner HERE.

3. Open communications. We always say that we are a tell it like it is company. We will tell you the truth and the good or bad about any situation. We don't like surprises and we don't like hidden fees.

4. Ask about all fees, design, shipping, project management fees, account management fees. Make sure you understand them all. 

We are human. We are NOT perfect. But, we always strive to offer our best products and service to everyone that comes in our door, or works with us. We want to earn your business and then we want to be good enough to keep your business.

Firing A Supplier - Demanding Excellence

 We have been in this industry for almost 25 years now. Sometimes that seems like a lifetime. In all those 25 years we have never officially fired a supplier, until today. 

We have many suppliers that have been with us for all 25 years. Over the years some have come and some have gone for many reasons. But I never actually fired a supplier.  

One of the things that our clients tell us is our attention to detail and our service levels are what set us apart from other trade show exhibit companies. We joke with people when they ask, why should I buy from you over some other company?  Our answer is always, "You get David and me". That may sound arrogant, but it is the truth. No one will care about our clients, our relationships and our suppliers the way we do. That is the HUGE benefit of working with a family run, owner operated business. 

Now, don't get me wrong. We couldn't do it without our industry partners. We have partners that have our backs, stand behind their products and help us double and triple and cross check orders so that things don't fall through the cracks. This has been even more important as our industry is coming out of shutdowns.  Our industry went from zero mph to 1000000 mph almost overnight. When that happens and companies are short staffed, or have new employees, more mistakes are bound to happen. Our suppliers have redone things, we have redone things. 

I will NEVER apologize for expecting our suppliers to provide good quality product and services. BUT, it is a partnership. Mutual success is critical to success for both parties.  When you have a supplier where there are mistakes and issues on your last 5 orders, it is time to part ways. I could deal with the mistakes but it is the emails and phone calls after every one of these mistakes where it is pointed out saying it is all 'our fault' that pushed us to fire them.

I sent them an email to explain why their process creates mistakes and errors and contributes to frustration and that it just doesn't work for us. I sent it, not to be petty, but to explain why their procedures just don't work for the way we do business. I got a phone call shortly after I sent that message from our rep. His literal words to me were, "We are ok parting ways." I wasn't looking for any explanation. It was already done, we were not considering continuing to work with them. We have also already found another supplier of the products we were getting from them and so far we are incredibly impressed.

So today was an adventure. Let's talk just a bit about service.  All in a day's work.

1. We fired a supplier. 
2. We received an incorrect graphic from a supplier. They immediately said they would have the correct one ready for us tomorrow. No charge.
3. We missed a typo in a client submitted art file. Was it our fault? Not really, they did the art. But the important thing is the client, the relationship and providing them good service. We didn't tell the client it was their fault.  We didn't charge her full retail for the replacement. Our print partner? They missed it too and are cutting the cost on it to make it right for us and the client.
4. The ultimate event of the day is that we were bidding on a very large deal. Normally this company brings their entire exhibit, furniture, graphics and staff over from overseas. We were asked to bid on building, installing etc. here from the States instead. We did not win the business, but neither did any of our US competitors, they decided to bring it in again from overseas. 

This is one of the nicest sales reject letters I have ever gotten. Although it stings to lose the revenue, it makes me realize that what we are doing and the hoops we jump through are all worth it.

"I want to thank you for your professionalism and attention to detail. It was immediately apparent we found the right US contact based on your knowledge and experience. You raised important questions and concerns that solidified our confidence in you. While the bulk of our booth will come from overseas, we believe there will still be some things we need locally. My boss and I are still fine tuning the details but we will be in contact shortly with our updated needs.

 Again, thank you for your hard work. I hope we can continue to work together with a strong relationship."

We stand behind our decision of firing a supplier and will NEVER apologize for being demanding. That does not mean being rude, but demanding excellence is what our clients deserve.