As businesspersons selling our services (training, coaching and consulting) we are often faced with a dilemma. Our existing and potential customers want to add value, motivate and support their teams. This is a critical time for all corporations in the world. They need their sales teams to deliver results. Often our typical contact is a leader in a sales organization.

They lead a sales team comprised of salespersons and managers who are broken into three groups. They are divided by the very successful (a few), the average (many) and finally the failing salespersons and managers (too many)! We call them A’s, B’s and C’s.

A - category salespersons/managers are doing most things they should be doing and are succeeding.

B - category salespersons/managers are working hard but not really succeeding yet!

C - category salespersons/managers have given up and have stopped working.

The leaders of these teams have limited budgets and limited time to find ways to add value, motivate, and support to these various categories of salespersons/managers. So where should they invest their limited budgets. As you would expect, we have an opinion.

First we recommend they spend nothing, no time or money on the C category salesperson or manager. It is too late. These persons have adopted a culture of failure.

Second, our feeling is that motivational trips or events only reward a limited number of people and often it is the same people each time. They are fun and I qualified for a number of these events as a salesperson, then as a manager. They did not have a lasting effect upon my effort or my results.

Third, we believe your A category individuals represent your present reality. The C category represent your past and the B category represent your future.

The top companies in the world, regardless of the industry, invest heavily in their future. How do they do that. They train for excellence. They focus on their B categories. Many of these B people can become A’s if they receive the right training, at the right time.

If I am a salesperson or manager on your team and I qualify for a trip or a special event, attend that event, then I probably have a good feeling about your company for a limited amount of time.

If I become even more successful as a manager or salesperson because you have provided ongoing and just-in-time training (I receive the right training at the right time in my career) then I will have a great feeling about your company for a long time.

We believe salespersons or managers who are well-trained and earn a great income, will produce and perform above your minimum requirements, stay with your company and add great value in the future.

We know the economy is weak at this moment, but we also know this is the best time to give your salespersons and managers the systems, processes and tools so they can survive and thrive in this economy.

Even though we are in tough times, choosing not to invest in training will lead to unacceptable results. We are currently working with companies who in previous years stopped training and are now losing far too many salespersons and managers and not meeting their sales objectives. The lack of on-going professional training does have dire consequences.

We, at Professional Sales Plus, can help for we have a solid track record of improving results in many companies around the world. Please contact us at jimheidema@gmail.com or titus.peride@gmail.com so we can begin the process.

If your salespersons or managers don’t survive, then neither will you or your company.

Jim has just finished a seven-week odyssey in Romania. He drove over 6,000 kilometers, visiting 30 agencies, trained over 2,300 agents and managers, and visited 25 cities in Romania for ING Romania. As well he presented at the MDRT conference in Romania. As in many companies in most countries of the world, ING was coping with a downturn in the economy. ING chose to pro-act rather than react. They hired Professional Sales Plus, and Jim in particular, to interact, motivate, inspire and change their sales force.

This event was emotionally, intellectually, spiritually and physically demanding. Jim traveled with an interpreter by the name of Adrian Iacobus. Jim and Adrian became great friends through this odyssey. Because of their efforts, they touched a large number of consultants and managers, and apparently inspired them. Following is the message Jim conveyed to all who would listen.

Many companies around the world found 2009 and the beginning of 2010 to be difficult and challenging. Consultants and managers were struggling to fill the gap between the customer’s rising expectations of our industry and their diminished trust in us. It is apparent that many consultants and managers around the world have walked away from the customer. They do not really listen to or problem-solve with the customer. Far too many have become product pushers rather than relationship managers.

Many consultants and managers do not touch the heart of the customer, show them a process that is focused on the customer or find the gap between where the customer is today and where they would like to be in the future. Therefore they struggle to be successful.

We (Adrian and I) observed and participated in a very deep and insightful look at the financial services industry. It was so apparent to us that there is a huge gap between what we offer, how we behave and what the customer expects from us. We tried to fill the gap by encouraging the consultants to think more about the customer and behave in a manner that brings them closer to customer. We must begin to repair the lack of trust they have in us. We gave the consultants and managers processes and tools to allow them to walk with the customer.

We realized this odyssey was truly a gift to us, although it was incredibly demanding. This experience raised our awareness of the reality that all financial services companies are facing as they try to survive and thrive in 2010. The information we learned and the experience we gained will allow us to add greater value to our existing and future clients all around the world.

This trip was a highlight of my 22+ years in the financial services business in Canada and around the world. The Romanians are wonderful people and they treated us with great kindness and courtesy. What an amazing experience. Our thanks to all of you that organized this trip and made it so successful.

As of March 11, 2010, we heard that productivity is up significantly and moral is at a all-time high in ING Romania.  Apparently we had a very positive effect. Wonderful news!

About a year ago I had the pleasure of seeing a true professional in action. The event was a surprise for my wife Bonnie. I arranged for our two sons (Paul & Chris) and their wives (Laila & Leili) to come for a visit with us in our home in Dorchester, Canada. To record the event I hired a close family friend, Tobin Smith, who happens to be a successful photographer. I observed Tobin’s attention to detail, the passion he brought to the job and the joy he shared with us to get all of us to bring out our true selves. He was amazing to watch. I learned a lot from him over a two day period. He resides on the west coast of Canada with his wife Sarah and their new son Oliver. If you want someone to capture the essence of who you are, Tobin can be contacted at www.photobinphotography.com, and share his joy, then I encourage you to visit his website.

Another Flippin Change Book - The Picture

A positive book on change - 5th book in a series
by James M. Heidema and Carol A. McKenzie

We believe the path through change is easier, more successful and more rewarding if you can be passionate about the change and comfortable with the change process…

Learn more about Another Flippin’ Change Book.
This book is available as a paperback & eBook.

Dear colleagues!

As 2008 draws to a close, I wanted to wish you all the best in 2009. I am sure for some of you, 2008 was a great year, for some it was a good year and others not as good as you expected. I had a good year with many important milestones. My 4th book - The Passionate Service Recipe Book was printed, book 5 - Another Flippin’ Change Book was finished, I added two new languages for my first two books, Russian and Lithuanian. My books are in 9 languages. On a personal note, I celebrated my 35th wedding anniversary and will celebrate my 62 year (December 30) in this world. Most importantly I met and worked with some very interesting people from many cultures which includes you. As well, I have been working with two top teams in Slovakia and one in Greece. These teams are leading in their respective companies and countries.

It is very stimulating and encouraging when the individuals in those teams adopt the ideas I present and therefore lead. Remember these are not all my ideas. I gather the systems, processes and tools from around the world. What is obvious to me is that these ideas work in every culture, if the individual or team is courageous enough to try them. Unfortunately many individuals are afraid or unwilling to try them. As you know, success is a choice. In this business we get out of it (meaning success, money, recognition, whatever) what we put into it.

Individuals can always find excuses not to change their behaviours. This does not only apply to our industry, it applies to every industry; culture, race and person on this planet. We can easily find discouragement everywhere. There are those people who tell us it is not possible and won’t work, whatever we suggest. Those people who do not grow and develop, do not adopt new ideas and are the same people who follow rather than lead. Those people work for others. The leaders work for themselves.

The end of the year and the beginning of a new year is a great time to assess what is working and what needs to change in your business and your life. I encourage you to be honest and assess what you have accomplished in 2008. Then look at what you believe is possible in 2009. Look at your capacity. Can you do more? I believe each of us can do more. The question is … are you willing to do more. Maybe being mediocre is enough for you. Strong words, I know! I have hope and a vision for every person I meet, you included. I see potential and capacity in all. Unfortunately, no matter how hard I try, some never see their true capacity. Please take advantage of the gift God gave you, your capacity!

This is your wake up call. Wake up and get involved in your business. Take control of your potential. Commit yourself to doing more rather than doing less. You only pass through this reality, this world, once. Why not make the most of it.

For the past 3 months I have written to you on almost a weekly basis. You know how I feel about you. You know that I only want the best for you. You know I see capacity and potential in you. I continue to wish you well. Thank you for listening and thinking about my messages. Hopefully they have some affect upon you.

Have a happy holiday season with your loved ones. Until we chat in 2009, I wish you the best.

Warm regards,
Jim

Good day my friends!

Winter has arrived in my part of Canada. The ground is covered with snow and the temperature is hovering around 0 degrees Celsius. This must be difficult for you to imagine when you do not even get rain in Cyprus. I love the seasons in Canada and the weather changes makes it very interesting and a positive experience. Generally I love change.

Even when I have to deliver the same seminar to different groups, I never deliver it the same way. Now you may assume that some participants get a better seminar than others. Well, because I pride myself on my professionalism, I make sure every group of participants get value. I acted this way when I was an advisor just like you. I constantly looked for ways to add value to my customers. I think most MDRT members think this way.

My desire to add value gave me a competitive advantage and a competitive edge. It allowed me to reach the top ranks of our profession. I worried about how I could add value and what would that value look like. The first policy I adopted was to ‘under-promise and over-deliver!’ When asked to do something by one of my customers, I would be slow to accept, generous in my response commitment, and then I would always respond sooner and ‘wow’ the customer. Here is an example … the customer asks me to get some information … I would say … humm, I might be able to get it to you in 3 or 4 days, okay? The customer would say ‘okay!’ Then I would get the information right away or the next day and call them back with it. I would say to the customer, that I really valued them and made it a priority to get back to them. The customer would feel special. If gave me a competitive edge.

Another way to gain a competitive edge or advantage was to be more professional than my competitors. I memorized my scripts, practiced and role-played until I knew the word-for-word. Some advisors think memorization is too hard or they feel it is unnecessary. Actually memorization is hard until you get in the habit of doing it. then like anything, the more you do it, the better you get at it. As well memorization allows you to be creative in how you respond to the customer. Memorization empowers you for you always know where you are going and what to say. Most advisors who are struggling don’t memorize or role-play! Remember success is a choice!

As well, my competitive edge is not what I say, it is what I do. As we have talked about before. People do not trust words. They do trust your positive behaviors, actions, gestures and what they can actually see. Are you truly listening to them? They can tell, just like your spouse or child can tell if you are listening by watching your behaviours. Remember to show them and me the money. Don’t promise, don’t say I will try, don’t say I hope, Just do it! As the Nike ads say, just do it!

Soon you will see a video from me. It is a very basic one but hopefully you will get and understand the message loud and clear. Your success, happiness and future is entirely in your hands.

By the way December is a wonderful time to sell insurance. In my next note I will talk about it.

All the best,
Jim

Dear colleagues!

Recently I reviewed your activity and results for the past period since we spent time together.

Some of you are doing extremely well. It seems you are using some parts of the material I presented in the seminar. Remember I told you success is a choice and is based on hard work, no excuses, no blaming and no complaining it is working for some of you. Your business and results have improved. Wonderful!

Some of you are not doing so well. You seem to be blaming your manager or the company for your lack of success. Maybe you are correct, or maybe it is just an excuse. I see this trait all around the world. Unsuccessful people tend to look for reasons outside their own behaviours. It is time for you to toughen up! Remember life is not perfect, s**t happens. Get over it! Move forward. Make sure you are doing everything you should before you point your finger at others. Look at your self first!

Complaining, Blaming and making excuses are unhealthy behaviours. I don’t care about your manager, I care about you. The world is in a recession and you need to survive it. Cyprus is not isolated from the world economy. You will be affected. Those of you who are strong will survive! Others … well it won’t be pretty.

Your strength is in your knowledge, skills and abilities. This is a time to pick up the pace and work harder, not sit back and rest.

I feel a sense of urgency. I am really concerned about my own skills, my own attitudes and my own competitiveness. I realize I am going to have to work harder to maintain my current results. I realize my customers will expect more from me rather than less. If I don’t add value in each interaction, then they will find other companies who will provide the services and products they need. You need to develop this same sense of urgency.

I know as you read this, some of you are feeling you don’t have the energy or the time to invest in your business. You don’t have a choice. Your survival depends on you finding the energy, time and making the effort. Your future depends on it.

You know what drives me crazy. People who do not put in an honest effort drive me crazy. People who do minimum work and expect maximum return drive me crazy. People who have a lot of time to make excuses but never put in an honest effort drive me crazy. People who think they have all the time in the world and therefore do not have a sense of urgency drive me crazy.

A question … Are you one of these people who drive me crazy? Well, I am not alone, for you are driving others crazy like your spouse and your family. You have the capacity and you know what you should do it. Your family knows you have greater capacity. why aren’t you using your capacity? So as they say in the Nike ads, Just do it. Work harder, smarter and put in the extra effort required.

As you can tell my messages are getting stronger and more direct. I see your results. Many of you are doing better and at the same time, many of you are driving me crazy. I can see if you are honestly working or not. Get working! Then you, your family, your company and I can be happy. Don’t do it for me, do it for you!

Survive, then you can thrive again!

Thanks for listening,
Jim

Dear friends!

You may be surprised that I am still writing but a number of your fellow students wrote me and told me they like my messages and share them with their fellow advisors. So I will keep writing a little longer. As you enter your 10th week since our training experience I was thinking about believe versus disbelieving. I found this great quote from one of the most creative people in our history.

“It is better to believe than to disbelieve. In doing so, we open everything to the realm of possibility!” Albert Einstein.

He is responsible for over 300 scientific journals and the winner of the Nobel Peace prize. Einstein’s name is synonymous a genius. He definitely believed in what was possible. Now not all of us can become a genius, but it would be fair to say we often do not live up to, or reach our capacity. Every day, each of us is given a specific amount of capacity. Unfortunately many of us look for ways to do the minimum rather than the maximum with that capacity. Many of us float through life.

I choose to charge through life. I never wish to be accused of doing the bare minimum in any aspect of my life. Recently I had a financial set-back. Yes, even I have challenges in my life. Was I frustrated and anxious? Absolutely, for a about 2 hours. Then I took control of my thoughts and moved forward. During the first hour I wallowed in my anxiety, thinking negative thoughts. Then in the second hour I began the process of replacing my impossible thoughts with possible ones. I know if I am not careful with my negative thoughts they will control me. I know from experience that whatever I tell my self will become my reality.

What are you telling yourself? Are you saying you cannot work harder, get better results, lead, make more money, do a better job or be a better parent/ husband/wife etc. Be careful! Change your thoughts, then you will change your behaviors, then you will change your results. It starts with you. Does this make sense to you? (hehe!)

If it does, then start today.

Warm regards,
Jim

Dear associates!

I am not sure you are finding value in these messages. I am also not sure they are having any effect upon you. Can you please do me a favour! If you find value in these notes, please tell Michalis or Zacharias! If I do not hear from you this week, I will assume you are not finding value and I will stop sending them. Yes, that is correct, this is my last message unless I hear from you.

I have been watching the world economy with great interest. In particular I am looking for best practices. What are the successful advisors and managers doing to survive the recession and thrive after it. I expect and believe 2009 will be a challenging year for many customers and advisors. We are now seeing a large number of layoffs and plant closures. Reported earnings of the major top 500 companies of world are beginning to fall. It will take a few years, not months, to recover from the current global crisis. If you expect it is business as usual, you are sadly mistaken. The economy is a mess and will continue to be so for the foreseeable future.

This is not a time for you to hide under a rock and hope it all goes away. In fact, inactivity is the worst thing you can do. As well, if you act like you did before this crisis that is another mistake. I am sure some of you are very concerned about the messages I am conveying in this e-mail. If I have gotten your attention, then great my job is half-done. Are you shocked? Yes, then great! You should be! This is not a time for complacency! Do not think for a moment that you can survive this period if you do not change your tactics.

Now for the good news. This crisis is survivable. No question and no doubt about it! BUT you must change your approach. As I said in previous e-mails, our customers are in shock and they have lost faith in most financial organizations and the advisors who work for those organizations. Regardless of the reason for this current global economic crisis, it is real and it does apply in Cyprus. You will find in the coming months that your customers will become more unsettled and more cautious when they deal with you. The potential market will shrink.

How do you survive! Below I have some basic suggestions how you can gain your share of the available market.

1. Change your thinking - It is not business as usual, it is business as unusual. You must accept that you must change your thinking.
2. Get up off your ass - I know this is strong language - but many of you are too complacent. This is a time to work harder, not slow down. Increase your energy!
3. Add value - look for ways to add value to your existing and potential customers. Do not give the the bare minimum of service. Wow them with your service. Under promise and over deliver.
4. Focus on the core activities - Prospecting, Approaching Prospects and Behaving correctly in the Meeting with the customer.
5. Increase by 10% - in all aspects of your efforts do 10% more - 10% more prospects, 10% more calls, 10% more appointments, 10% more self development, etc. If you increase your effort by 10% you will increase your income by 50%.
6. Lead in the marketplace by your integrity - focus on honesty, truthfulness and transparency. Make sure all your customers, co-workers and managers see your integrity above all else.

If you do not follow my simple advice then you will fail! It is that simple. If you want to truly survive and thrive, then get up off your ass! If I have offended you by my language, then great. I am so tired of people who make hollow promises and don’t deliver. This is a time to deliver. If you don’t think it is necessary, then I hope you enjoy the results of your lack of effort.

This is my last message (unless you tell me to keep going)! I wish you the best always.

Warm regards,
Jim