Word Choices - Me, Mine vs. Ours, Yours

There is so much we could talk about as it relates to word choices.   I am a big proponent of conscious language.   I have sales courses for business development reps and managers on the use of conscious languaging in the workplace.   I also coach women and mothers on the use of conscious language for self care, but that is another subject.

Right now, I am focusing on interviewing and hiring people into your organization.   Recently I wrote about 'little red warning flags'.   You can read about it here:

https://totaldisplays.blogspot.com/2019/10/little-red-warning-flags.html

The concept, is watching, acknowledging and tracking the little red warning flags that come up during the interview process and with new hires.   Ignoring them can have disastrous consequences.

But, let's talk about word choices. 

Rudyard Kipling once said, "Words are, of course, the most powerful drug used by mankind.  Not only do words infect, egotize, narcotize, and paralyze, but they enter into and color the minutest cells of the brain . . ."

In this case, I want to speak about ego centric word choices.   When you are in sales, you want to be focusing on your client and/or your prospect, not on yourself. 

Word choices of me, mine vs. ours, yours.   A good sales/business development rep can certainly be arrogant.   It is a fine line between arrogance and disrespect.   As an employer you must learn to spot the difference, ideally, during the interview process.

Watch during the interview or after hiring for language choices.   Here are some examples:

'I would love for you to visit my showroom'.

'I will check with my team and get back to you'.

'I need you to get back to me with your...'

'I suggest you set aside a time to come to my showroom.'

All of these statements exude arrogance and entitlement.   They are not focused on the prospect nor do they show respect of the company or the company's team members. 

Even as the business owner, I would never use language like that.  I would typically say, 'I would love for you to come visit our showroom, or I would be happy, if more convenient, to come to your office to meet you and your team.'  Change the 'I suggest' (me centric) to 'You should'

Every one of his emails?   The subject line was, "'Joe Blow' at Total Displays".  Email subject lines should entice you to open and read an email.   Does anyone really think that subject line is going to make do that?   No wonder his sales numbers were so low.  That subject line could not be more "me" centered. 

Another language issue to be aware of, is an employee that regularly does not call another staff member by name.   We had a recent example, where an employee would regularly refer to me, the business owner, and his boss, as 'she', 'her', and the worst one?  'The wife'.   If an employee is unable to talk about another co-worker or boss by name.   That is a HUGE red flag indicating respect issues.  If you EVER hear things like this, run, run far, far away!


If you listen carefully and start to be aware of tone, word choices and so much more, you can perhaps head off employee issues early on.   My biggest advice is to listen for all the me-centric language and conversation during the interview.   Is everything about the candidate?   Are they always sharing stories that don't relate to you, your company or the position for which you are hiring?  

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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

Little Red Warning Flags

Do you know those things that happen during the day that make you go, hmmmmm?   Do they happen to everyone, or am I just special?   Don't answer that.     When you hire a new sales rep there is this honeymoon period.   You are in love with what that new sales rep can potentially do and they are in love with the potential of a new job.   Sales reps are famous at selling themselves to a potential new boss.   But when the rubber hits the road, can they deliver?

During the honeymoon, you might notice a couple of things.   You know, little red flags.   You notice them but you ignore them because, well you are on your honeymoon (of sorts).   Equate them to a marriage.   It might be like the spouse that puts the toilet paper on the roll wrong, or leaves the toothpaste cap off.   It isn't enough for you to get a divorce but you might take notice.

Here is what I want to tell you.   LISTEN TO THOSE LITTLE RED FLAGS.   Take note of them.   Actually even write a memo to the file and perhaps if they are severe enough, have the audacity to actually speak to your new hire about them.

Over my lifetime of hiring and firing sales reps, I have gotten better at listening and paying attention to those little red warning flags.   But it still hard.   I guess I believe in people.   I am a glass half full kind of girl.   I don't want to believe that these little warning flags could turn into great big red storm warning flags.   It seems though that unless you head those little warning flags off at the pass, they will inevitably turn into a much larger storm and problem.

CRM is your friend when it comes to a new sales hire.   Measuring performance and tracking metrics is incredibly important.  But what I will also tell you, is it is important to have those same metrics recorded for your best and top sales reps.   For example, if you generate potentials through a lot of cold calling, you need to track a couple of key metrics.

• Average number of calls per day (notice I did NOT say dials).  Watch for reps that artificially inflate their metrics by recording a new call for an immediate call back.  I actually had a rep that recorded in 5 minutes, 5 calls to the same prospect and logged them all as separate calls.  

• Number of potentials/opportunities recorded per week.

• This will give you an average # of calls to new potential ratio/percentage.   This is an important number so that you can back into the number of calls required per day/week in order to generate the number of potentials/opportunities you need to make your quota.

This also gives you a baseline metric/goal for your new reps.

When your average number of new potentials to # of calls placed is 10% and your new (supposed seasoned professional new rep) is only 3%.  This is a pretty big red flag. 

Good CRM usage and measurements will help you identify if your little red flags should be heeded sooner than later.

If you have made a bad sales hire?  Cut your losses quickly.  You can lose a LOT of money if you let it drag out too long.   Have those metrics ready, present them as expectations to the sales rep and you will find that they can't hide behind excuses.

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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

Lazy Salespeople - Rant For The Day

I have said it before and will say it again.   People are dying for customer service.   I know I am old fashioned.

Today this happened to me.

We are a small company.   5 seconds on LinkedIn will show that my husband and I own Total Displays.  Seriously 5 seconds.

I answered the phone this morning from an 800 number that had no caller ID.   I assumed it was a Robo call.   We all hate those right?   It was from the 2nd most hated thing, an auto dialer.

Here was the conversation:

Caller, "Hello, make I speak to the owner of Total Displays?"

me, "No."

Caller, "Is there a co-owner that I may speak with?"

me, "No."

Caller (with a VERY annoyed tone). "Oh, well okay then....."

The call lasted all of 21 seconds.   If she had spent 5 seconds researching a name to call she likely would have gotten to talk to one of the two owners.

DON'T BE LAZY. 

Perhaps showing that you actually are interested in the person you are trying to sell to you might be a bit more successful.

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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

Summer Time and The Livin' is Easy - Tips

SUMMER IS HERE!

Years ago, when summer rolled around, you could shoot a cannon off in our office and showroom and no one would hear it.   We actually used to shut the office down at noon on Friday.   June and July specifically were dead! 

The last five years or so, we have not seen that trend.  We are just as busy now as we are during peak show season.

Maybe you are one of those clients that has some down time during the summer?   Here are some things you can do to prepare yourself for the upcoming fall show season.

1.  Check all your display and exhibit inventory.  Is everything in good working order?   Are the graphics and/or table throws all clean?    Do the lights all work?

2.  Check your give away inventory and order any replacements you need.

3.  Go over the show schedule carefully to look for any overlapping shows.  Make plans NOW for rental displays or new displays.

4.  Review any contracts you may have with exhibit houses.  If contracts are coming to an end, it may be time to get some competitive bids on services or storage.  Total Displays is always willing to provide you with a competitive quote for comparison.

5.  Visit an exhibit house showroom (how about Total Displays?) and find out what might be new and interesting in the industry.

6.  If you are planning on any new structure, furniture, flooring or graphics, START NOW!  You don't want to be caught in the fall needing last minute updates.   It can cost you a lot more when you have to rush to make a decision or to get something new.

7.   Make sure any inventory that went out to shows, reps or other sites is accounted for.

8.  Clean out.   Old unused displays, banners, graphics.  GET RID OF THEM!

9.  Enjoy your summer!  Take in a ball-game.   Have a hotdog and a beer.  Go fishing.

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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

Bait and Switch or Seller Beware!

I have been in sales for most of my career.  That is a lot of years.    Over 30 to be exact.   Sales is a very unique career.   Lots of nuances, trends, tricks and hurdles.  A good salesperson never quits learning from experience though.   We have had some tough deals/losses here in the last couple of months.

I want to highlight a recent experience. 

There are a lot of people that really don't understand the value and/or the cost of building a trade show exhibit.  There are so many things to take into consideration. 

1. Build custom?   
2. Use a system
3. Lightweight vs. heavy?

These are very big generalizations but they are important for the message of this story.  We can build any custom exhibit you want out of wood panels, with fabric or vinyl or sintra or laminate.   We have carpenters that can build anything.   We tend to shy away from that, because the custom wood exhibits are heavy and can often require tools to assemble.

At Total Displays we tend to focus on systems where frames are easy to assemble, more lightweight (saving money on drayage - more on that later).   The other thing with systems is they can be reconfigured easily and/or can break down from a larger exhibit down to a smaller exhibit, often saving significant money.

Recently we had a company reach out to us about building an island exhibit.   I have called on this company before (although they didn't remember that).   I remember that they said, they built their own exhibits.   I have seen pictures of their exhibits, and they absolutely built it themselves.   They were not built by a trade show exhibit house.   Generally people that think they can do it better than an exhibit house are not going to be interested in buying.  That is fine, I just don't take the time to call on them.

So, I was very surprised when I received a request to call them because they were building a new island exhibit.

RED FLAG ALERT - RED FLAG ALERT - RED FLAG ALERT - RED FLAG ALERT - RED FLAG ALERT.

                                                                                                                                                They told me they already had an exhibit house design and bid on an exhibit for them.  The exhibit house told them they had to make a decision in 4 days in order to get the exhibit built in time for their show.  (Shame on the exhibit house.   There were 3 months available to build this exhibit.  That should have been plenty of time.  It was not a complicated island.  But, I digress).  They liked the design but didn't like the price tag.  They wanted to know if we could help them.

Now, before you get all excited.  We did not take the other exhibit house's renderings and say, yes we can build that even though the client provided us with those renderings.   That would be unethical.  We designed our own exhibit after meeting with the client and reviewing their needs.

We presented our option and they liked it.  They had us do 7, yes 7, revisions.   Now make the depth 1/2", now it 7", how about 13.5".   The tower heights?   Let's do all 16' towers.   No, let's do a 14' a 12' a 10'.   Oh and then can you price me out an 8' too?   Oh, and I don't like these counters, can you do something different?   Oh, on those different counters, I like the first one better, can you change them back?   The chairs at the table need to be bar height.  We want the main part of the tower to be a light box.   We want the side part to be a lightbox too.   No, we only want the side part to be a light box and the main part to not be light boxes.   Of course every one of these required detailed pricing.   Can you change the gray carpet to black?

And yes we did it.  Because that is our job.   That is what we do.   We gave them everything and exactly what they wanted.   We went to wrap up the order because our contact told us that the business was ours and that he just needed to get the final approval from his boss.

GUESS WHAT?   SURPRISE (not really).  We got the email that they decided to send it out to another exhibit house to bid.  Honestly, it does not surprise me in the least.   The red flags went up when they came to us after the first exhibit company.   I need to learn to listen to that little nagging voice in my head.   

I wanted to walk away from the business.   My gut told me, this was not a good cultural fit for our company.   But, as a small business it is difficult to walk away from any business.   I should have listened to myself.

We are about honesty and partnerships.   I never should have engaged with a prospect that was willing to let a company put that many hours and effort into a deal (which they most likely assumed was theirs and they were possibly told by the prospect that the deal was theirs, like we were) and then turn it over to someone else.

You may say, that I failed at my job of providing them a solution and selling the value.   Maybe that is true.  But honestly, I don't want to do business with a company that works that way.   I would much rather find the prospects that become long time customers that appreciate what we do for them.  We are much more likely to keep them happy!

Lesson learned.   The end of 2017 and the beginning of 2018 have had some tough lessons.   I will continue to grow and get better so that I can better service the clients and prospects that come my way.

Have you ever walked away from a deal or a customer?

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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/

Do You Stand Out At Your Trade Shows Or Events?

The end of the year is always a time of reflection.   How did the year go?   What did we do well?   Where can we improve?   In the trade show world it is often a time for budgeting.   All too frequently I hear, "we are cutting back on our trade show schedule for next year".   When you ask why, the response is we just are NOT getting the ROI we need.

Have you ever analyzed why you are not getting the ROI you need or do you just throw in the towel?   There are so many questions you should be asking.   Do not just look at number of leads and lead conversion.

Here are a couple of key questions to consider.  This is not meant to be an exhaustive list, just a couple of ideas for you.

1. Are your biggest competitors at that show?
2. Do any of your Key Accounts attend that show?
3. How many potential prospects attend the show?
4. Who is staffing your booth?   Are they trained?   Do they represent your company and brand well?
5. Do you have enough people at the show or too many?
6. Do you have the right people?   (See #4)
7. Does your exhibit and/or graphics have big impact on the show floor?
8. Are you participating in any pre-show marketing?
9. Do you have documented and measurable goals for the show?

So here is my big question to you for 2018.

WHAT ARE YOU GOING TO DO TO STAND OUT AT YOUR TRADE SHOWS AND EVENTS FOR 2018?

We are here to help with many ideas from experiential marketing, graphics refresh, themes and many other ideas to help you GET NOTICED.

If you would like help reviewing your trade show program and the profitability and feasibility of  the various shows, we can help you with that!

If you like what you read, please share it!

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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/

Do You Lose Gracefully? Or are you going to make them pay?

This is a long post.  Sorry.  If you have read our other blog posts, you know how passionate I am about partnerships and about integrity.  A lack of integrity exists in all industries.  I refuse to be a person or a company without integrity.

Every line of business out there has them.  The liars, the cheats, the dishonest business person.  You hope you do not run into them much.  That is one of the reasons that we believe so much in partnerships and why we value the great partnerships we have.

Seriously I can't say it enough.  If you have great partners, do not lose them.  Value and take care of the relationships.


Last year we lost a client that stored their booth here at our facility.  The client never had the decency to call us and tell us.  They simply had another display house email us saying they wanted us to ship them all of the client's booth materials.  The client had a new VP that had a relationship with another display house.  That happens to everyone regardless of how well you care for and service your clients.

We reached out to the client multiple times, not to try to save the business but to make sure that it was ok to ship their materials to another display house.  The client would not return our calls.  Eventually we connected with the client.  We packaged up all their materials and shipped them out.  We did not charge them for even close to the time that it took us to package it all up.

So why do I tell you this?

A few months after that, the tables were turned.  We had a client acquire another company.  That company had a booth that was built by a custom house out of Atlanta.  The parent company wanted to move those materials over to use to store and manage their show schedule.  Our client had a very different experience.  The client reached out to the custom exhibit house to find out what materials were there and how to get the materials shipped to our location.

What transpired leaves me shaking my head and wondering how this company possibly has any clients.

The exhibit house treated us and the client with nothing but disdain and contempt.  We reached out to them as the client had a show coming up.  Even though the client asked us to get the booth ready for the show the exhibit house would not answer any questions about the booth property that they were storing.  They held the booth hostage and tried to throw us under the bus with our client.  They acted desperate and childish.  They continually tried to undermine our efforts.  Here are some excerpts of some of the emails they sent us and the client.

"I told you I am on VACATION, I will deal with this when I get back."

"I have been in the industry for over 30 years...."

We were trying to get a list with weights and sizes so that we could coordinate shipping of the materials.  They would not provide that.  They told us,

"Just schedule a full 53' air ride trailer."

Now anyone that has been in the exhibit industry for 30 years knows you don't just schedule a full trailer without dimensions and weights of things being shipped.  Here was our response to him.

Mr 'I've Been In The Industry For Over 30 Years':

I appreciate your response yesterday advising us to schedule a 53’ air ride trailer for the 'Client' materials however our logistics partner is in need of greater detail. We respectfully request again on behalf of the client, the # of pieces, the types of pieces i.e. crates, pallets, tubs, the dimensions of such and their  estimated weights.

We cannot just send in a 53’ trailer without more detail.  It also would be excessive in equipment and money if we were to bring in a 53’ trailer when a straight dock truck would be sufficient.  This freight will not be first shipping to our Minneapolis warehouse but rather to our warehouse in Atlanta for prep prior to 'Show Name'

I hope you can understand my position.  I have to be mindful of my money and expenses as well as the client’s.

After trying to convince the client that they were better than Total Displays, trying to find our client's boss to go over her head, and stalling for as long as possible, they finally agreed to ship us the product.  They charged the client over $3,000 to pull it all and ship it and never did provide us with a list of what they were shipping.  We did get the dimensions and weights.  Here is the internal email the owner sent to his warehouse manager.  He forgot and copied our client on the message.  Whoops.

To:  'Warehouse Manager'

Why would you spend all the time to do a detailed list. Not needed. Ship it.

You seen how much we got for this move out. This is not a product that needs all the attention. Your done ship it

'Mr I Have Been In The Industry For Over 30 Years'

All the exhibit materials eventually arrived.  The crates were a disaster, they were poorly packed, pallets of junk were sent to us.  Broken things, non-working things.  It was a mess.

The icing on the cake?  We are in the process of installing this booth at the show.  The exhibit house provided the client no set up instructions, no pictures of the booth, no inventory list even though all those things were requested.

The exhibit house had a booth right across the aisle from our installation.  Our clients booth was truly custom and complete over kill (more on that in another post later).  We know nothing about the booth or how it sets up.   As our crew was trying to figure it out, the crew from the exhibit house setting up the booth across the aisle.  What do you suppose they did?  Sit and laugh at our crew.

This is the epitome of a poor loser and why would you want to do business with a company like this?

Here are our suggestions to you in case you have an exhibit partner that may have this type of behavior lurking under the surface.

Make sure you have current photos of any booth.

Make sure you have current set up instructions for your booth.

Make sure you have graphic templates so you can replace graphics when needed.

You should not have to protect yourself from your exhibit partner.  But we learned the hard way that not everyone is a gracious loser and not every exhibit house is a great partner.


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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/