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June 24, 2006

Unsolicited Ideas Coordinator

Did you know that Anheuser-Busch actually has an employee with the job title of "Unsolicited Ideas Coordinator"?

Evidently, they receive so many ideas they need a full-time employee to coordinate them. Problem is, her job is not to flesh them out to see which ones have merit, but to enforce "the strict policy of not accepting unsolicited ideas from outside the Anheuser-Busch family" -- including the ideas sent in by lifetime customers.

You see, on December 18, 2005, I sent three, top AB executives letters containing an idea for a Super Bowl commercial. (Didn't want anything -- just had a crazy idea and felt like sharing.) Then on June 19, I received a letter from their "idea cop" informing me that, while they "value [me] as a customer," they don't want me sending them ideas.

Let's see. They value my money, but they don't consider me family. And they are so egotistical that they want all ideas to come from their "marketing staff and approved agencies" (actually said that in the letter they sent me).

And company executives wonder why Anheuser-Busch is losing market share.

PS: If you want to see the idea I sent, download the PDF version of the letter I wrote. (Note: The one I actually sent was on my old company letterhead.)

PPS: Anybody know a good beer that is similar to Michelob AmberBock but made by someone other than AB? ;-)

--
Gill E. Wagner, Sage of Selling
President of Honest Selling
Founder of the Yellow-Tie International Business Development Association

June 20, 2006

Random Thoughts On Courage

Dad began teaching me chess when I was 7 years old. I was 16 before I finally won a game and 22 before I beat him again.

I only recently learned that many of Dad's friends and relatives told him back then that he was a bastard for not letting me win occasionally -- to boost my ego and keep me interested. When I asked him how he responded to them, he told me he always replied, "Winning doesn't build courage. Losing does."

Looking back over the many successes I've had in my life, I can see that the courage to keep trying despite failure after failure was one of the most important things the old coot ever taught me. If it weren't for that lesson, Cindy never would have married me. (I spent seven years asking her for a date before she finally said, "Yes.")


Last year a business owner hired me to coach one of his salesmen for six months. In the very first coaching session I asked the salesman, "How much do you want to earn during the next year?"

His smiling response was "$45,000 would be good."

Pausing for a few seconds, I puzzled, "Why not half a million?"

He sat back in his seat, crossed his arms, dropped his eyebrows, lowered his head, scowled just a bit and mumbled, "That'd be okay."

I ended the session and gave his boss back the fee.

I had a similar thing happen with another salesman not long after the first guy, only he practically jumped out of his suit when he said, "That'd be GREAT!"

He hasn't hit half a million yet, but he's getting close.

I simply don't enjoy working with people that lack the courage to dream big. (And I learned the hard way that you can't give people big dreams.)


It takes less emotional energy to achieve scary-big dreams than it does to achieve puny ones, because courage is self-energizing -- it actually keeps you from tiring or wearing out.


I'm convinced the difference between a true leader and a pretender is the courage to let those around you take the credit.


As long as I have my mental faculties, I will continue working. I simply enjoy it too much to retire. There's nothing courageous about this. I just felt like saying it.


The most important person in my life is my courage partner, because she never lets me hide.

Who's your courage partner?


Here's a crazy idea. If you have a scary-big dream and the courage to let me push you way out of your comfort zone, I'll make a deal with you.

Write me a one-time, skin-in-the-game check of $15,000 and I'll be your personal courage partner, idea partner, and sales and marketing coach, mentor, trainer, etc., for as long as it takes you to achieve your dream.

I don't care if it takes the rest of my life. I don't care how much energy I have to expend or how many ideas I have to contribute. I'll be your unlimited-access courage partner as long as you stay committed to and passionate about achieving your dream.

And I'll never ask you for another penny ... ever.

The first person to make this leap of faith wins.


Just writing these thoughts on courage makes me want to try something I've never tried before. (Besides the crazy commitment I just made.)

I was at a National Speakers Association meeting last Saturday, and one of the subjects discussed was creating effective direct-mail pieces that will catch the attention of radio program directors and get them to interview you on the air. (When a professional speaker gets interviewed on a good radio program, it's like bookings in the bank.)

That conversation spawned a really silly question in my mind: "What if the ‘brochure' you ‘mailed' to the program director was actually you?"

Seriously, what if you somehow dressed up like you were a package and "mailed" yourself to the program director?

I can see the writing on the package already:

  • Package Contains Courage -- Open At Your Own Risk
  • Perishable Contents
  • Time-Sensitive Material
  • Do Not Bend (This one is my favorite.)
  • Press Here For Audio (I like this one too.)

This afternoon I'm going to figure out how to make myself look like a package. Then sometime soon I'm going to walk into a local radio station and see if I can get the program director to "open me."

Best-case scenario, I'll be on the air soon getting interviewed about courage and creativity.

Worst-case scenario, I'll have an amusing story to tell you during a future visit.

That's one really cool thing about courage: It gives you tons of stories to tell.

--
Gill E. Wagner, Sage of Selling
President of Honest Selling
Founder of the Yellow-Tie International Business Development Association

June 08, 2006

Book Review: Customers For Life

Customers For Life, by Carl Sewell and Paul B. Brown -- review by Gill E. Wagner

Prologue

Have you ever heard about a person who bought a $2 painting at a garage sale only to discover it's a long-lost Rembrandt worth about $30 million?

Well Cindy, my wife, didn't exactly find a Rembrandt at a local garage sale, but she did pay only $.50 for a book that, in the right hands, could very well be worth the same $30 million.

I honestly have no idea how Customers For Life slipped past my radar when it came out in 1990, but I'm sorry I didn't read it then, because if I had, I can guarantee you that I'd have doubled my income during the last decade.

Read the many reviews I have on this site, and you'll quickly find that I always disagree with at least one or two key concepts each author is trying to convey. Not so with Sewell's masterpiece – I can honestly and literally say I agreed with every single word.

If you have customers, put Customers For Life at the top of your must-read list.

Enjoy,

Gill

Philosophy

In an industry that is notorious not only for its sleazeball sales tactics, but for its blatant disregard for anything but opening the customer's pocketbook, Carl Sewell took his automobile sales and service dealerships to the top of the sales charts. Then, year after year he set never-before-imagined goals and led his team to success at achieving and surpassing them.

And he accomplished this feat by applying the simplest of concepts: If you'd do it for a friend, do it for a customer, and if you wouldn't charge the friend, don't charge the customer either.

From instilling pride in your employees to creating customers for life, Sewell has words of wisdom that every business executive should hear.

Opinion: I'm sure that some people will disagree with what Sewell has to say, and that a few will undoubtedly think he's nuts, but those willing to look beyond their egos and throw away their preconceived notions will quickly learn from what this astounding businessman has to say.

Afterword

Instead of giving you more of my thoughts on Customers For Life, I figured I'd share with you the short afterword contained in the book itself.

It was written for Sewell by Stanley Marcus. (Yes, that Marcus.)

What you've just finished reading is something you don't find in too many books – common sense, plainly stated.

The author, Carl Sewell, has the ability to define problems and reduce them into simple components which can then be solved. Above all, he has the capacity to think straight. He writes as he talks and he talks as he thinks.

In this book, he explains how he engaged me as a consultant, but he doesn't relate the whole story. My reply to his invitation was that I knew so little about automobiles that I doubted if I could be of much help to him. His reply was that he didn't need to learn about cars, but more about running a business selling luxury products.

Carl realized that the only exclusivity he could ever possess in the automobile business was a superior quality of service, and he set out to build it with zeal and imagination and common sense.

Recently I addressed a group of European industrialists who had come to the United States to study how some American firms have achieved such high service standards. I told them that first of all they had to respect their customers; second, they had to learn to love them; eventually they would adore them.

All of this is what Carl Sewell knows so well and has put to work with such sincerity. It's so simple that it might appear miraculous that so few have copied his techniques. Carl really cares, and that is the hardest thing of all to copy. From reading Customers For Life, it's evident that Carl's mother "raised him right."

Not only is this the definitive textbook for anyone in automobile manufacturing or selling, but it is equally valid for everyone engaged in the process of selling to the ultimate customer.

If you don't learn from this book, it's your fault.

Opinion: Marcus' last statement is the ultimate way to summarize how I too feel about Customers For Life.

--
Gill E. Wagner, Sage of Selling
President of Honest Selling
Founder of the Yellow-Tie International Business Development Association

Old Codger Brainstorm

Margaret J. May holds a degree in physical education and sociology, and has certifications in fitness training, sports performance nutrition, and personal and life coaching. She spent the bulk of her business career in high-level information technology implementations with Capgemini Ernst & Young, Price Waterhouse and Andersen Consulting.

Margaret truly hit her stride, however, when she combined her passion for health, fitness and life planning, her naturally motivational spirit, and her love of business and technology, and then launched Champion4Fitness.

I've only recently been fortunate enough to get to know Margaret and the rest of her team, and experience the unique and highly energizing way they have combined the basic ideas of fitness, technology and business. Simply by assembling those things about which she is truly passionate, and determining what she needed to fuel her own passions for those things, she and her group have managed to produce a service that will not only help corporations succeed in implementing health and wellness programs, but actually produce a positive financial ROI for the companies that implement her system. (The ROI comes from reducing the massive cost of health insurance.)

So, why am I telling you about Margaret and Champion4Fitness? Because I'm going to let you in on a secret that helped Margaret launch her dream company.

I've spent my career either building sales teams and systems for my own companies, or helping my clients build their sales teams and systems. Which is to say I've immersed myself in innovation most of my adult life.

And while my bank account would love it if I could say innovation is rocket science and requires a mind like mine to master, the simple truth is that innovation is nowhere near as difficult as most consultants would have you believe.

So here's the secret -- a simple, logical, almost mechanical process for fostering the type of innovation that can help you hit your stride, just as Margaret has.

I call it the "Old Codger Brainstorm," because the best results happen when the people doing the work have more than 40 years of life experiences from which to draw. (Not that you youngsters don't have something to add or can't do this as well -- I'm just saying we old folks usually have more material available in our "attics.")

Like I said above, this is a logical process, so here's a step-by-step description of how to make this work.

Old Codger Brainstorm: A Recipe For Success

Objective

Find your team's common passions for life and business, and combine those passions in an innovative way to fuel your company's growth.

Resources Needed

You'll need at least the following to make this work:

  • An expert facilitator who is proficient at conducting innovative brainstorm sessions with high-level executives. (Here, you'll get what you pay for -- the better the facilitator, the better the results.)
  • A quality executive assistant who takes outstanding meeting notes.
  • The top decision-maker at your company and five to 10 C-level or equivalent executives.
  • A conference room with a flip chart that has either paper that can be peeled and stuck on the walls (like self-stick notes) or perforated paper and some tape. (Don't forget your markers.)
  • An hour or two when you can assemble as a group.

Meeting Configuration And Homework

The top decision-maker at your company (chairman of the board, CEO, president, managing partner – whomever actually runs things) should schedule a one- to two-hour brainstorm session with his or her executive team (limiting the size as described above).

Prior to the meeting, each executive who will attend must assemble three lists:

  1. The five noncareer things about which he or she is most passionate. (Think all the way back through childhood.)
  2. The five career things about which he or she is most passionate. (Think at least back to the beginning of college and what guided your decisions about education.)
  3. At least one product or service he or she would buy to help fuel his or her passion for each of the 10 items on the lists. (For example, when I did this a few years back for my own company, I noted that cycling is one of my noncareer passions and that I would love to buy a complete set of custom cycling gear. For one of my business passions -- forming groups and leveraging their strengths -- I would love to find or start a program or join an association that would allow me to assemble and lead great business minds.)

Getting Started

When the meeting starts, the decision-maker should explain the purpose of the meeting and introduce the facilitator.

The facilitator will lead the rest of the meeting.

Exercise 1: Share Your Passions
Each executive should report his or her passion list to the group. Either the facilitator or executive should write these 10 passions on a single flip-chart sheet and stick it somewhere around the room when finished. (Don't discuss the 10 products or services that apply to these lists yet.)

At the same time, the executive assistant should be organizing the lists of passions so they can be sorted and weighted by frequency (eight of you love golf; three of you have a master's in anthropology; etc.) A competent assistant will have no problem figuring out the best way to do this.

At the end of the first exercise, the executive assistant should report the three most common noncareer passions, and the three most common career passions from the lists.

Exercise 2: Add Fuel To The Fire
In this exercise, the group will identify the products or services it would buy to fuel the common passions.

Specifically, the facilitator should write the most heavily weighted passion from the noncareer list on the top of a flip-chart sheet. Then all executives who listed that passion should explain the product or service they would buy related to that item, and why. (List these also on the flip-chart sheet.) Then anyone else with a new item to add to the list should do so, and you should post that sheet on the wall.

Repeat this process with each of the top three passions from each list. When finished, you'll have six sheets on the wall with several products or services listed under each passion.

Exercise 3: Brainstorm
The goal of the brainstorm session is to combine shared passions in sets of two (one noncareer and one career), then invent ways to leverage those two passions to produce positive results for your company. (For example, while they are no longer connected in any way, it was my love of cycling and of forming groups that sparked the idea that eventually led to my forming Yellow-Tie International.)

The facilitator should write the highest-ranking passion from both lists on a blank flip-chart sheet. Then he or she should summarize the things people in the room want that would help them fuel those passions. (This helps to get you thinking about the business aspects of your passions -- what people will buy.)

After the summary, group members should let their ideas fly, as the facilitator leads a five-minute brainstorm session on ways to combine those passions to produce positive results for your company. (This is where the facilitator's skill is important.)

And remember, no idea is too silly. During the brainstorm session, no one is allowed to be negative -- verbally or in body language -- about what someone else says. If, for example, someone were to say, "What if we did an anthropological study of how cavemen hunted, and compared it to the competitive aspects of golf? We might find an analogy that proves buying groceries on-line through our company is inevitable -- that it's actually in our evolutionary DNA!" (Okay, that is pretty silly. But the point is, you aren't allowed to say so during the brainstorm session. Who knows, there may just be a nugget in there that sparks that one idea that makes your company millions!)

Repeat this process as often as you can in the allotted time frame -- combining different sets of the top three passions from your two lists, summarizing what people would buy, and brainstorming ways to leverage those passions.

If you come up with a winner idea, then, as Roy Williams ("Wizard of Ads") says, "Pull the trigger and ride the bullet."

Bottom line: You can foster innovation and fuel your company if you learn to combine your passions, just as Margaret and her team combined their personal and professional passions to launch an entire company. And since this type of passion is contagious, I have no doubt whatsoever that Champion4Fitness is destined for greatness.

So what are your passions, and how can you combine them in new patterns and leverage them to generate success?

Answer those questions and let the storm begin.

P.S. If increased employee health and wellness, coupled with sizable decreases in healthcare insurance costs are two things that excite you, visit www.champion4fitness.com and contact Margaret -- she's great.

--
Gill E. Wagner, Sage of Selling
President of Honest Selling
Founder of the Yellow-Tie International Business Development Association

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Who Is The Sage of Selling?

  • Gill E. Wagner
  • Sickeningly In Love Husband
    Married to Cindy for 23 years and still enjoying the honeymoon.
  • Avid Cyclist
    It's not how fast you go, it's how good you look.
  • Serial Entrepreneur
    President, CEO or partner of six successful start-up companies.
  • Lifetime Salesman
    Started going on sales calls at age 12 and never stopped!

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