What Got You Here Won't Get You There

1. The new sales landscape: Hi-tech/no-touch era demands empathy

"Interpersonal interaction, though sometimes not the top reason for making a purchase is almost always the reason for not repurchasing."

Technology's impact on sales. The sales landscape has dramatically changed due to technological advancements and economic shifts. Organizations increasingly attempt to manage customer interactions through technology rather than human interaction. However, this approach often leads to customer dissatisfaction and lost opportunities.

The critical role of empathy. In this new era, salespeople must focus on developing and maintaining empathy with customers. Empathy is the ability to understand and share the feelings of another person. It's a crucial skill that helps build trust and rapport, leading to stronger customer relationships and increased sales.

Balancing technology and human touch. Successful salespeople must learn to leverage technology while maintaining a human connection. This involves:

• Using technology to enhance, not replace, personal interactions
• Developing strong interpersonal skills alongside technical knowledge
• Focusing on creating meaningful, empathetic connections with customers

2. Balance ego and empathy to create readiness to buy

"Empathy balancing ego—this is what will get you there."

Understanding readiness to buy. Customers' readiness to buy is influenced by how informed and invested they are in the salesperson, the organization, or the product/service. Creating this readiness requires a delicate balance between ego and empathy.

The ego-empathy equation. Successful salespeople need a strong ego to handle rejection and persist in challenging situations. However, an overinflated ego can alienate customers. Empathy acts as a counterbalance, allowing salespeople to:

• Genuinely understand customer needs and concerns
• Build trust and rapport
• Tailor their approach to each individual customer

Developing empathy. To improve empathy:

• Practice active listening
• Ask thoughtful questions
• Put yourself in the customer's shoes
• Respond to emotions as well as facts
• Seek feedback on your interpersonal skills

3. Identify and stop ineffective habits that hinder customer relationships

"We spend a lot of time teaching people what to do; we don't spend enough time teaching people what to stop doing."

Common ineffective habits. The book identifies 16 habits that can damage customer relationships, including:

• Failure to be present
• Vocal filler
• Selling past the close
• Selective hearing
• Using tension as a tool
• Withholding passion and energy

The power of stopping. Instead of focusing on adding new behaviors, concentrate on eliminating harmful ones. This approach is often easier and more effective in improving sales performance.

Identifying personal habits. To identify your own ineffective habits:

• Seek feedback from colleagues and customers
• Record and analyze your sales calls
• Pay attention to customer reactions and body language
• Reflect on past interactions where you felt something went wrong

4. Veteran salespeople: Overcome the comfort paradox

"The same beliefs that help us become successful can make change—specifically the motivation to change—really difficult."

The comfort paradox defined. Veteran salespeople often become too comfortable with their success, leading to complacency and resistance to change. This comfort can actually hinder further growth and adaptation to new market conditions.

Challenges for veteran salespeople:

• Overconfidence in past successes
• Resistance to new techniques or technologies
• Difficulty in recognizing the need for change
• Tendency to rely on outdated strategies

Overcoming the comfort paradox:

• Cultivate a beginner's mindset
• Regularly seek feedback and new learning opportunities
• Stay current with industry trends and customer preferences
• Set new, challenging goals to maintain motivation
• Embrace change as a necessary part of continued success

5. Service-to-sales transition: Mindset is key for success

"The power of mindset: Are we setting ourselves up for failure?"

The service-to-sales shift. Many organizations are transitioning service providers into sales roles. This shift presents unique challenges, as service providers often have negative perceptions of sales and may resist the change.

Mindset matters. Success in this transition depends largely on the individual's mindset. Key aspects include:

• Reframing sales as a way to help customers solve problems
• Understanding the value of building relationships
• Embracing the opportunity for personal and professional growth

Strategies for successful transition:

• Provide comprehensive training on sales techniques and product knowledge
• Offer ongoing support and mentorship
• Align incentives with both sales and service goals
• Encourage a customer-centric approach to sales
• Celebrate early successes to build confidence

6. Choose what to stop: Information and emotion drive bad habits

"When it comes to choosing something to change about you, something to stop doing, pick no more than three habits to consider."

The information-emotion spectrum. Ineffective habits often stem from either information overload/underload or emotional mismatches. Understanding this spectrum helps in identifying personal areas for improvement.

Selecting habits to change:

1. Narrow down to three potential habits
2. Determine if the issue is information-based or emotion-based
3. Gather data through self-reflection and feedback from others
4. Choose one habit that aligns with your energy and motivation to change

Techniques for gathering data:

• Pay attention to casual remarks from others
• Observe nonverbal cues during interactions
• Analyze your own casual remarks about yourself
• Seek input from trusted colleagues or family members

7. Follow the change process: Get help, ideas, and follow up

"Not everyone responds to behavioral development efforts. For all the reasons we've already covered, we have come to realize that it depends not on us but on you, on your desire and commitment to change."

The three-step change process:

1. Get help: Recruit stakeholders to support your change efforts
2. Get ideas: Use the FeedForward technique to gather suggestions for improvement
3. Get there: Implement a follow-up process to ensure lasting change

Getting help:

• Select stakeholders who care about your success
• Advertise your change goals to create accountability
• Involve others in your progress to overcome cognitive dissonance

Getting ideas:

• Use the FeedForward technique to gather future-focused suggestions
• Ask for specific, actionable ideas from diverse sources
• Focus on listening and learning, not defending or explaining

Getting there:

• Implement a peer coaching system for regular follow-up
• Develop specific, measurable questions to track progress
• Commit to long-term change, understanding that lasting improvement takes time

8. Be present, ask, learn, follow up, and grow to succeed in sales

"Must be present in order to win."

Be present. Develop the ability to focus fully on the current moment and the person you're interacting with. This presence builds trust and allows for deeper understanding of customer needs.

Ask. Continuously seek input and feedback from various sources, including customers, colleagues, and industry experts. This habit demonstrates humility and a commitment to improvement.

Learn. Prioritize ongoing learning and skill development. Stay current with industry trends, new sales techniques, and evolving customer preferences.

Follow up. Implement a systematic approach to follow-up, both with customers and in your personal development efforts. Consistent follow-up leads to better results and lasting change.

Grow. Embrace personal and professional growth as a lifelong journey. Continuously challenge yourself to improve and adapt to changing market conditions.

9. Embrace change and focus on what truly matters in life and sales

"Be happy now. Enjoy sales and the process of positive behavioral change; figure out for yourself what will get you there."

Embrace change. Recognize that change is constant in both life and sales. Develop resilience and adaptability to thrive in an ever-evolving landscape.

Focus on what matters:

• In sales: Prioritize meaningful customer relationships, continuous learning, and personal growth
• In life: Nurture important relationships, pursue personal passions, and maintain a healthy work-life balance

Strategies for happiness and success:

• Practice gratitude for current achievements and relationships
• Set meaningful personal and professional goals
• Regularly reassess priorities and adjust course as needed
• Find joy in the process of improvement, not just the end result
• Cultivate a positive mindset that embraces challenges as opportunities for growth

Last updated: January 22, 2025