In A Funk?

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I am in a funk.  I am a bit sick of dealing with people, and it's funny because that's what I do for a living.  I literally just spent a week on vacation and I came back to the same old crap.  Customers who are complaining that their results are not what they expected, and people being overly critical of the language and scope of some of my presentations.  And I'm supposed to turn it around and provide them with some pearls of wisdom to motivate them, to get them back on track, when I know their problems are their own and not mine.  What I'd like to tell them is "piss off!"

But I can't do that, unless I want to go broke.

So what do we do when confronted with a funk?

I thought about this long and hard, because that's what you do when you're in funk, you think about how to get out of it, and then I realized it's my preconceived notions of how these interactions will turn out, that is getting in the way.  I need to take a big eraser and wipe clean this blackboard of inevitability that is written in my head.  And here's brief outline of exactly how you can do the same.

Visualize The Best Outcome(s): - A lot of people might think your setting yourself up for failure if you visualize the best, but what's the alternative.  Worrying about the worst possible outcome and curling up in a little ball on the floor?  What's going to inspire you to move forward?

Visualize The Worst Outcome(s) - Wait a second? What? That's right. You should know what you're getting yourself into, and understand what is the worst outcome for your situation.  Here's a tip; if the worst possible outcome involves death or prison...your choice should be pretty easy.  Don't do it!

Risks versus Rewards : If the rewards outweigh the risk then your decision is easy. Move forward.  If the risks outweigh the rewards than don't.  It's a pretty simple guide to getting out of a funk.

Note this simple example:  I had a client who was a pain in the ass. Therefore, I considered the risk in telling them they're a pain in the ass, and giving in to their often absurd requests.  Well, I weighed the options and the best possible outcome in keeping them on as a customer was that they would somehow stop being abusive to my staff and myself.  However, I could see by the level of Emotional Intelligence, or rather lack thereof, that this wasn't going to be a viable option for my team. Subsequently, I advised them to seek other avenues to train their staff.  I simply stated that we had other customers and I couldn't allocate my entire team to just their account.  It wasn't possible.  Naturally, they didn't understand, but it worked out much better for us in the long run. 

This is a short and sweet example but always consider the outcomes, the risks, and the rewards.  But the worst thing you can do is nothing.

SFTD

The One Employee I Will Always Remember

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As a manager, you have all different types of employees, from all different backgrounds.  Employees who come from wealth, and those whose background is less fortunate.  Working class people, and highly educated engineers, lawyers, and IT professionals.  People from various walks of life, can at one time. all have worked for you, or rather with you, in some capacity.

I've written about one of my best employees that I found running a food truck years ago.  And back then it was called a "break truck", because the truck would always show up at break time so employees could buy food or a drink.  Maybe it's still called a break truck, I have no idea.  But that employee was one of the best people I have ever worked with, and I still consider him a good friend today, even though we haven't seen each other in years.

Yet of all the employees I've worked with, I remember only a select few because of the personal impact they had on my life.  I'm sure that many people think that owners, or managers are soulless human beings who care only about the numbers, but if you manage in this way you'll never get the best out of yourself or your people.  You have to care, and sometimes when you care...it hurts.

I met Eddie when I was a young service manager, and he was looking for any type of work to help support himself.  He was a happy, overly gregarious guy, who was very likable right from the start. He was born in the US but he spoke with a broken English that was mixed with Spanish, and it seemed to work.  Eddie spoke so fast that it almost sounded like pidgin, and sometimes fellow employees would just look at me after he spoke with a confused expression.

"Is he speaking English?", they would ask, and my response would always be, "Yes but a higher form of English. Probably old English.", followed by a smile and a laugh.

He wasn't highly educated, but he did have his GED.  He had grown up in Pacoima, which if you live in Los Angeles, you understand it's in the San Fernando Valley and Pacoima is not well known for yacht clubs and dinner parties.  It's a tough neighborhood.  There are still plenty of gangs in the neighborhood and the average crime rate is 45% higher than the national average.

Eddie grew up with gangs his whole life, and he struggled to get away from that life.  Occasionally some questionable characters would show up at our offices and meet him out in the parking lot.  In one instance I had to call him aside and speak to him because it was making some of his fellow employees nervous.

"Eddie, you can't invite people to meet you in the parking lot.  Especially people who aren't your family or employees."

"I didn't invite them boss.  They just showed up."

"Why would they just show up? Do you owe them money or something?"

"No they're old friends from the neighborhood, wanting to see how I'm doing."

"Nothing personal Eddie, but please meet them outside of work, I know they're friends but they were making the other employees nervous. They look like gang members."

"That's because they are gang members boss. I can't really tell them where to go or what to do."

"Well if they show up again, I'll tell them."

"Boss, I know you think you're tough and shit, but you don't wanna mess with those dudes.", he said and he looked me straight in the eye, like he was telling me not to get involved.  I backed off.

"Alright Eddie, but you have to use your head. They can't be coming here.  Okay? And if they do next time we'll call the cops."

"They won't be back boss don't worry.  You do what you gotta do. I get it. Sorry about that, but like I said, they just showed up."

"Are you in trouble?"

"No, no. Nothing like that, they just wanted to see now that I was out, how I was doing, and if there was a chance for them to get on here."

"Out? Were you in prison? It didn't show up on your records."

"No boss.  Outta the gang life, that kinda shit. "

"You were in a gang? "

"Boss everybody in my neighborhood was in a gang.  It's how you got by. "

"Jesus! Okay well I didn't know that, but I'm glad your not doing that any more."

"Nah boss.  I got this job, now.  Gotta girl, it's all good.  I can't be doing that anymore."

"Okay good.  I'm glad to here it.  Just please tell your friends to meet you outside of work.  Please."

"You got it boss."

And that was it.  I never saw those guys on the lot again.

Eddie was a very hard worker.  If I asked him to do something, I knew it was going to get done.  It didn't matter how hard the job was either.  Washing trucks, moving product, or rolling mats, he was the person I went to when I knew something had to get done.  He was awesome! 

Naturally, I rewarded him for his efforts.  Slowly, he moved up the production chain, and eventually became a driver's assistant.  He would load the truck, help the driver with all of our biggest accounts, and basically work as a "grunt". It was very hard work. As he ran the route, he befriended everyone, and I mean everyone.  From the administrative assistant, to the CEO, to the CFO, to the janitor.  Everyone loved Eddie! And after 2 years of helping our best route driver, I called him into my office.

"Eddie, I've been talking to Ray, and he seems to think you're ready for a route. What do you think?"

"Oh shit.  What? Really? Oh shit? Really?" , he was so excited, it was the first time Eddie seemed speechless.  

" Well?  You think you're ready?"

" Hells to the yeah!  I'm ready boss.  For sure! Oh man this is so great! ", he looked at me and he was beaming.

"Congratulations Eddie.  We're starting a new route and it's a growth route so you're going to have to turn in sales leads, promote product and really sell the shit out of it out there."

" You can count on me boss!  Damn I'll sell to everybody.  I'll get guys at 7-11 to buy some stuff. You can  count on me boss.  For sure.  I won't let you down. I promise."  

" Hey dude.  You've earned it.  Don't worry about letting me down.  Don't let yourself down.  You've come way to far Eddie.  Just keep up the great work. "

I said this and I looked up at him and he had tears in his eyes, "Ah shit.  Look at me all blubbering like a big baby.  I'm sorry boss, but you're the only one who ever believed in me.  You're the only one who gave a damn.  I told my wife, I got something here.  I don't wanna blow it, and you wouldn't let me boss.  Ah damn.  I'm sorry."

I felt myself getting emotional but I pushed it down, "Eddie, thank you.", and I held out my hand.

He grabbed it and pulled me close to him and gave me a hug. "No thank you boss.  Thank you."

For a year, Eddie didn't let me down, he didn't let anyone down, but more importantly he didn't let himself down.  He worked hard, and when I was promoted there was no one happier for me.  I'd finally made it to a General Manager position, but unfortunately I had to transfer to a different facility.  The office had a big party for me on my last day, and when everyone in the office was leaving, Eddie came in to say his goodbyes.

"Thanks for everything boss.  I don't know what I would've done without you. Hell I don't know what I'm gonna do when you're gone."

"You'll be fine.  You're a great person, and a hard worker.  The only way for you is up Eddie.  Maybe supervisor next. "

"Hells yeah.  I already got my new uniform picked out!", he said and we both laughed.

"Take care of yourself and don't let yourself down Eddie.  Remember that. ", I said and held out my hand which he just shook this time. No hug, but very warm and professional.

"I won't boss.  Don't worry.  I won't. I'm done with all that."

Two years later, while I was running my new branch, I received a call from one of my former management trainees who was now doing my old job.  He was Eddie's service manager.

"Hey I don't know if you heard.... but Eddie's dead."

"What? Stop messing with me!  How could Eddie be dead.  Isn't he still running his route?"

"No.  He got busted selling drugs on the route two days ago.  Didn't Rob tell you?"

"No he didn't.  What the hell dude?!  How is he dead?  What the hell happened?"

"He got busted.  He was in prison for a day, and some gang killed him while he was in there.  I didn't want to tell you because I knew you thought a lot him.  Sorry."

"Jesus Christ!  Jesus Christ! This is so messed up. Okay, thanks for the call.  Thanks.", I said in complete shock. As I put the receiver down, I stood up, closed my door, sat down in my chair, and started to process what I had just heard.  I thought about how hard Eddie had worked, and all he had been through.  And then I just started to cry.  I don't cry very often, but I cried that day.

"You let yourself down Eddie.  You let yourself down.", I mumbled between the tears. 

SFTD

Integrity...It's Such A Lonely Word

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I have read the book "Integrity Selling", and if you haven't, you should check it out!  But I lived it before Ron Willingham even wrote a word. I have been selling for years and my integrity is honestly all I have to sell since there are so many wonderful "systems" in the sales training market.  It is a great book, and wonderfully written, but if you aren't selling with integrity already, you are not a good sales person... Do I really need to add a few more periods?

This week, I had a new CEO contact me regarding a new account which had just signed a service agreement. It was late in the evening but regardless of the time, he called me on my cell phone to break the bad news.

"We don't need your services.  We'll pay youbecause of the contract, but I think what you're selling is way off of what we are trying to do here.  I like the older training systems better. Your system is just too new for me and your company is not really a proven entity." 

And then he hung up the phone.  Didn't even give me a chance to reply. Now if I was a greedy bastard, I would have said,

"Okay fine.  Pay me...we have a contract." 

But all I have is my integrity and he was a bit insulting so I called him back immediately.

"I don't care if you pay us one way or the other, but I think you're missing the picture here.  Did anyone on your staff explain why they chose us? Or how simple our system is to use and how it's much easier to apply in the field?"

"They don't have to explain it.  I read your marketing materials.  Why would I let the reps take control of the selling process. That's a bit stupid.  It'll be anarchy."

Obviously he had not read any of the materials or the follow up process after the initial training.  I doubt he knew anything about our systems.

"Well, it may seem like that at first but why don't we meet. I can explain it and if you don't like what you hear, you can kick my ass out of your office." 

"Does that line actually work with someone in the C suite?"

"I don't know yet.  This is the first time I've tried it on a CEO."

I heard a muted laugh, "Okay, you can come and talk to me but on one condition..."

This time I chuckled a bit. "What's the condition?"

"If I don't like what I hear, we don't pay you."

I was quiet for a long time, "Okay.  That's not really fair, but I feel like you're questioning the integrity of our systems and I feel strongly about maintaining that integrity.  So I can agree to those terms." 

"Is your company's integrity worth that much money?"

"Believe it or not, yes it is.  Can we meet on Friday at 2 pm?"

"Oh you know I'll be in a good mood on Friday afternoon. I get it.  Sure I'll meet with you Friday. You better bring that integrity and your A game."

"Always. Thank you and I'll see you then."

And I hung up the phone. 

Currently it's Tuesday so I don't know if that was a stupid move, but I guess I'll find out.  Wish me luck!

-SFTD