Key Takeaways
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:
- Narrow down to three potential habits
- Determine if the issue is information-based or emotion-based
- Gather data through self-reflection and feedback from others
- 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:
- Get help: Recruit stakeholders to support your change efforts
- Get ideas: Use the FeedForward technique to gather suggestions for improvement
- 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:
FAQ
What's "What Got You Here Won't Get You There in Sales" about?
- Focus on Sales Growth: The book, authored by Marshall Goldsmith, Don Brown, and Bill Hawkins, is about helping successful salespeople take their careers to the next level by identifying and eliminating ineffective habits.
- Behavioral Change: It emphasizes the importance of stopping certain behaviors rather than starting new ones to improve sales effectiveness.
- Empathy and Connection: A key theme is the importance of empathy and building meaningful connections with customers to enhance sales performance.
- Practical Guide: It serves as a practical guide for sales professionals to shed habits that hold them back and adopt strategies that foster growth and success.
Why should I read "What Got You Here Won't Get You There in Sales"?
- Improve Sales Skills: The book provides insights into improving sales skills by focusing on behavioral changes that lead to better customer relationships.
- Proven Strategies: It offers strategies backed by research and real-world examples from successful sales leaders and organizations.
- Empathy in Sales: Emphasizes the role of empathy in sales, which is crucial for building trust and long-term customer relationships.
- Actionable Advice: The book is filled with actionable advice that can be applied immediately to enhance sales performance.
What are the key takeaways of "What Got You Here Won't Get You There in Sales"?
- Stop Ineffective Habits: Focus on eliminating behaviors that hinder sales success rather than just adding new skills.
- Empathy is Crucial: Building deep connections with customers through empathy is essential for sales growth.
- Behavioral Change Process: The book outlines a process for identifying and changing ineffective habits, including getting feedback and practicing FeedForward.
- Continuous Improvement: Sales success requires ongoing personal development and adapting to changing customer needs.
What are the best quotes from "What Got You Here Won't Get You There in Sales" and what do they mean?
- "What got you here won’t get you there": This quote encapsulates the book's central theme that past success does not guarantee future success without change.
- "Empathy balancing ego—that will get us there": Highlights the importance of balancing self-confidence with understanding and caring for the customer's perspective.
- "We spend a lot of time teaching people what to do; we don’t spend enough time teaching people what to stop doing": Emphasizes the need to focus on eliminating negative behaviors to improve effectiveness.
- "With follow-up, we get better": Stresses the importance of consistent follow-up in achieving lasting behavioral change and sales success.
How does "What Got You Here Won't Get You There in Sales" define empathy in sales?
- Understanding and Caring: Empathy is defined as the action of understanding and being sensitive to the feelings, thoughts, and experiences of others.
- Hardwired Connection: The book explains that empathy is a natural, hardwired human trait that can be leveraged in sales to build trust and rapport.
- Balance with Ego: Empathy should balance the salesperson's ego, ensuring that the customer's needs are prioritized over the salesperson's desire to close a deal.
- Empathy Erosion: The book warns of the erosion of empathy in modern sales practices and stresses its importance for long-term success.
What is the "success delusion" mentioned in "What Got You Here Won't Get You There in Sales"?
- Overestimating Contributions: The success delusion refers to the tendency of successful salespeople to overestimate their contributions and skills.
- Confidence vs. Complacency: While confidence is necessary, it can lead to complacency and resistance to change if not managed properly.
- Four Key Beliefs: The delusion is built on four beliefs: I have succeeded, I can succeed, I will succeed, and I choose to succeed.
- Barrier to Change: This mindset can be a barrier to recognizing the need for change and adopting new behaviors for continued success.
How does "What Got You Here Won't Get You There in Sales" suggest handling feedback?
- Feedback vs. FeedForward: The book distinguishes between feedback (past-focused) and FeedForward (future-focused) as tools for improvement.
- Soliciting Feedback: Encourages salespeople to actively seek feedback from stakeholders to understand current performance and areas for improvement.
- Non-Judgmental Listening: Emphasizes the importance of listening to feedback without judgment or defensiveness, simply acknowledging it with a "thank you."
- Regular Follow-Up: Suggests regular follow-up with stakeholders to track progress and reinforce positive changes.
What role does "FeedForward" play in "What Got You Here Won't Get You There in Sales"?
- Future-Focused Suggestions: FeedForward involves asking for suggestions on what to do in the future, rather than focusing on past mistakes.
- Encourages Creativity: It encourages creative thinking and new ideas for improvement without the baggage of past failures.
- Positive Interaction: The process is designed to be positive and constructive, fostering a supportive environment for change.
- Practical Application: FeedForward can be practiced with anyone, not just those familiar with the salesperson, making it a versatile tool for growth.
What are the 16 habits to abandon according to "What Got You Here Won't Get You There in Sales"?
- Failure to Be Present: Not being fully engaged with the customer.
- Vocal Filler: Overusing meaningless words and phrases.
- Selling Past the Close: Continuing to sell after the customer is ready to buy.
- Selective Hearing: Not actively listening to the customer.
- Contact without Purpose: Reaching out without a valid reason.
- Curb Qualifying: Judging prospects superficially.
- Using Tension as a Tool: Creating unnecessary pressure.
- One-Upping: Trying to outdo the customer in conversation.
- Overfamiliarity: Being too informal too soon.
- Withholding Passion and Energy: Lacking enthusiasm.
- Explaining Failure: Making excuses for mistakes.
- Never Having to Say You’re Sorry: Avoiding apologies.
- Throwing Others under the Bus: Blaming colleagues for failures.
- Propagandizing: Overreliance on company rhetoric.
- Wasting Energy: Engaging in unproductive activities.
- Obsessing over the Numbers: Focusing too much on metrics at the expense of relationships.
How does "What Got You Here Won't Get You There in Sales" address the transition from service to sales?
- Service to Sales Shift: The book discusses the increasing trend of service roles incorporating sales responsibilities.
- Mindset Change: Emphasizes the need for a mindset shift from problem-solving to customer engagement and sales.
- Training and Support: Highlights the importance of training and support for service professionals transitioning to sales roles.
- Balancing Agendas: Advises on balancing the service agenda with sales goals to avoid customer dissatisfaction.
What is the "comfort paradox" in "What Got You Here Won't Get You There in Sales"?
- Veteran Salespeople: The comfort paradox refers to the tendency of experienced salespeople to become complacent due to their success.
- Automatic Performance: While experience can lead to automatic performance, it can also result in unthinking arrogance.
- Need for Consciousness: The book advocates for reintroducing conscious purpose in sales interactions to avoid falling into ineffective habits.
- Continuous Improvement: Encourages sales veterans to maintain a beginner's mindset and continuously seek improvement.
How does "What Got You Here Won't Get You There in Sales" suggest using empathy to balance ego?
- Empathy as a Tool: Empathy is presented as a tool to balance the salesperson's ego, ensuring customer needs are prioritized.
- Building Trust: Empathy helps build trust and rapport with customers, leading to stronger relationships and increased sales.
- Natural Connection: The book emphasizes that empathy is a natural human trait that can be leveraged in sales.
- Avoiding Ego-Driven Mistakes: By focusing on empathy, salespeople can avoid ego-driven mistakes such as one-upping and using tension as a tool.
Review Summary
What Got You Here Won't Get You There explores how successful people can become even more successful by addressing behavioral flaws. Goldsmith outlines 20 habits that hinder further advancement, such as winning too much, adding excessive value, and failing to listen. He provides practical advice on receiving feedback, apologizing, and expressing gratitude. While some readers found the content insightful and impactful, others criticized its focus on male executives and reliance on anecdotes. The book emphasizes the importance of interpersonal skills and self-awareness in leadership roles.
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