Yesterday I had a meeting with a friend who was concerned that his sales department was in conflict with other departments in the business. Marketing, accounts and It were all finding the attitude of the sales team problematical and verging on the bullying.
“The sales team has had so much money and resource pumped into them” complained my friend who was at a loss to understand or accept that they needed more or how this had resulted in conflict between the sales team, accounts, marketing and IT!

Over extended limb
This situation is not unusual where a specific part of a business becomes an “over extended limb” and eats up more money, resource and focus than the rest of the company. Exactly the same thing happens in counties that allow one industry or faction to become dominant. (Think of banking in the UK which has become such a dominant part the country’s GDP that it’s seen as too powerful, too demanding and increasingly unpopular).

Essential to the well being of the business
Having an over extended limb in an organisation will inevitably result in conflict. This is because as one part of the business is starved of funds it will blame the other for squandering resources. The over extended limb will justify it’s existence as being “essential to the well being of the business” and will blame other parts of the business for “lack of support”, “failing to understand the realities of the situation” and changes to the status-quo  will “harm the business”.

Results in casualties
The results of such infighting is that it distracts attention onto the mission critical results the business needs. Turning around this conflict takes time and in my experience always results in casualties where good talent leaves the business.

The way to avoid conflict is to avoid over-extended limbs

I always find January in my gym difficult. It’s packed with people with good intentions that have made New Year resolutions. However, generally, by mid February the status-quo has been restored and I can find exercise machines, mats and weights easily available. I guess the same goes for other resolutions such as stopping smoking or saving more money.

Team resolutions
Resolutions that do seem to succeed are those made where the results are also monitored by other people and one can be held to account. I was thinking last night if it would be more sensible to make business team resolutions that would improve team effectiveness?
Some I might consider:

• Arriving on time for meetings
• Replying to e-mail within 24 hours
• Providing more support to other team members
• Holding more regular meetings
• keeping meetings to time

What would be your ideas?
Happy New Year to all

I was delighted yesterday when I had an email asking if I would speak to a team of retail shop assistants on ways to increase their sales. Apparently I was contacted after one of the team had seen this film on YouTube and discussed it at their sales team meeting.

So here’s the film for you to see for yourself and if you have any ideas for another film on retail sales teams then give me a shout

2 ways to Increase Retail Sales

“Currently 25% of my team’s predicted sales stall in a NO DECISION”

Was the opening statement of a Skype call I had with a friend last month. He’s a sales manager with a large national firm and was asking me how to restructure his sales team’s working to increase effectiveness, increase sales funnel size and, despite the recession, meet increased revenue targets.

Main problem
With the economy becoming more difficult prospects have learned to distrust sales calls. In addition the prospect has become better informed and will use the internet to check the sales facts or even make the sale on-line. The conclusion we came to was that the sales team was pressing for a fast buying decision and this was a major contribution to a “No decision”.

Solution and result
One of the three solutions we discussed and implemented was that the next team briefing should discuss “time taken to sale”. The discussion produced a realistic expectation of the time taken to make a sale in various circumstances. The effect was to reduce the pressure felt by the sales team to make quick sales. The result was that the team prospected wider whilst ensuring that “No decision prospects” were kept warm for longer. The result is that overall sales have grown. New sales are being made with many of the predicted sales that previously ended in “No decision” and forgotten about being converted later rather than sooner! 

I’ve been asked to forward my reply to a question posed on LinkedIn on team building to a few of my friends, so thought I would republish it here.

Building a team is like building a good restaurant team
I often make the analogy that building a successful
business team is similar to opening a restaurant to serve great food. It
needs a capable, stable and motivated brigade in the kitchen as well as
a team of people to serve the food and make the eating experience
memorable.

Ingredients
The ingredients good or bad are often immediately noticeable by
customers. If the team, in both the kitchen and front-of-house areas
can’t work together then either the food or service will suffer and
customers will IMMEDIATELY stay away in droves.

The first task is to have a stable team. Staff turnover is a universal
problem, and not just in the catering sector.

Each new appointment seems
to carry with it a high risk of failure. Let’s explore why this is …

There seems to be three common mistakes that team leaders can make. The
first is failing to communicate the results that are required from the
team. Job descriptions provide an indication of the required results but
success in a job depends upon the boss’s assessment. The team,
therefore, needs to understand what constitutes a success in the boss’
eyes and how such success will be measured.

Gaining a clear understanding of what success looks like can be achieved
by holding a series of meetings with the the team. As such they are
best undertaken as formal 1:1 discussions, as opposed to short
conversations over the coffee machine or at a team meeting.

The types of questions that need to be asked include:

· How has the current situation reached this point?
· What problems have been identified if the situation is not improved?
· What actions the leader expects in the short and medium term?
· What would constitute success in the leaders’ eyes?
· How and when will performance be measured?

The second mistake is failing to communicate the boss’s management
style. This means understanding how the leader likes to be communicated
with and how often? What decisions the leader likes to make personally
and what decisions are clearly delegated to individuals in the team?

Don’t ignore culture
A big mistake a leader can make is to ignore the culture of the business
or not to consciously develop a culture for a new team. To ignore
culture makes introducing change more difficult. In addition the leader
needs to consider that all change will have an affect on other people,
particularly in other areas in the organisation, so prior to making
changes it’s important to consider the consequences both upstream and
downstream.

Then there’s the aspect of training. A leader wanting to build a strong
team needs to ensure that the team can deliver what’s expected. One of
the lessons from Restaurants is that there’s little point in placing
Duck a la Normande on the menu if the kitchen brigade haven’t the
ability to cook it properly and restaurant team don’t know how to serve
it. (Or what it is).

Now, isn’t that a recipe for business success?”

I was having a Skype video call to a good friend of mine today about the best way to unite a team. “Start a small war” I suggested.

I explained the objective was to focus the team on on threats, dangers, enemies and rivals that exist outside the team. In this instance suggesting that survival of the team might be at stake from an external threat meant that internal disputes would seem less significant as the team focussed on defeating the external enemy. (Think how united countries become when invaded, even when they don’t like the leader)

Sales team rivalry
It’s similar to increasing sales within a team: Split the salespeople into rival teams and have them compete against each other.

My thirteen years of working with teams to make them more effective and profitable has taught me to never “count one’s chickens” as far as agreed team actions are concerned.

The Greek Prime Minister’s decision to announce a referendum on the aid package to solve its debt crisis demonstrates that very effectively. Too often I’ve been asked to help a situation where everyone thinks they’ve come to an agreement only to find that someone has changed their mind. It leaves everyone stunned, perplexed, angry or open mouthed. So I would have loved to have been the fly on the wall in Angela Merkel’s office in Germany when the news broke of the Greek announcement, I bet the air was blue!

Often happens in Board Rooms
But then I’ve seen it happen so often. Team agreements, Board Room discussion or Partnership meeting often agree a course of action and almost immediately afterwards someone changes their mind and does the exact opposite! For some it’s a game, for others it’s “Playing politics”

However, it generally happens when one person has been bullied into an agreement. Often it’s only after the meeting that the individual feels brave enough or angry enough to make a U-turn.

How to prevent it

• When you think you are helping an individual or team don’t assume you’re giving them “a gift” and that they’ll thank you for it
• Don’t bully people into a corner where they are obviously at a disadvantage and then assume that you have agreement.
• Secondly, provide the “loser” with lots of reassurance after the agreement that they’ve made the correct decision.
• Finally, provide support to take action that makes the individual “look good” to their team and to those being affected.

What a storm the report proposing change the rules regarding unfair dismissal has had. This is despite the fact that any changes, in the current climate, are unlikely.

Unproductive workers should lose rights
As reported by the BBC The report, commissioned by the prime minister, argues that unproductive workers should lose their right to claim unfair dismissal”. The Daily Telegraph
quotes the report as saying that under the current rules workers are
allowed to “coast along” with some proving impossible to sack.

Sarah Veale head of the equality and employment rights department at the TUC said that there were less than a million unfair dismissal claims last
year which was “absolutely nothing” out of a large workforce. TUC general secretary Brendan Barber said: “The clue is in
the name. Employers already have plenty of powers to make fair
dismissals”. I find myself agreeing with Mr Barber! The only problem is that almost 40% of applicants withdraw their cases, but employers still have to pay legal fees in preparing a defence.

Informal discussions
I believe that employers should have the right to informally discuss with their staff issues surrounding employment, such as retirement plans, production and productivity without the fear of having to face an industrial tribunal. To do so would allows the employer to plan staffing needs, recruitment and other issues that make a business profitable.

In fact, if done properly, can’t an employer have these discussions already?

I was not surprised to recently read that graduates aged around 29 feel unappreciated, unrewarded and unless it changes are about to leave the games field (their current employers) and take their ball with them.

As we know generation Y refers to people born between 1985 and 2000 and if one believes the Great Expectations Report published by ILM and Ashridge Business School their expectations of employment aren’t being met.

They had better get used to it
When I told a friend of this his reply was “Well, they had better get used to it. Who’s expectations are being met in this current business climate” and then went on to talk about the “poor products” that come out of universities and business schools that I thought a bit harsh.

However, the research in the report states that 45% of the group believe their salaries are below expectations. 38% think their career opportunities disappointing and that over one third (40%) will be thinking of leaving their current job within twelve months.

Talent pipeline
Whilst this report shouldn’t be a surprise, as far as my experience goes if you ask any group of employees if they are happy a large proportion won’t be and will be looking for employment elsewhere. However, for businesses trying to create a pipeline of talent able to be the managers of the future the thing I would suggest is not to panic. Some turnover is good and if you’re hanging onto the majority of the employees you find most useful through targeted actions then it’s as good as one can hope for.

Then again there was the useful piece of advice from the ILM Chairman Peter Cheese, “How employee groups are managed is integral to holding onto them.”
Now there’s something new!

It seems that “losing top talent to competitors” is keeping some senior Directors awake at night. In the past few days I’ve been approached by three different companies asking for help to reduce the risk that their top talent might leave the team.

Here are just three of the tips I advise my clients when advising on retaining talent.

1) Ask yourself the reasons why the talent joined your team in the first place. (Was it challenge of the work, learning opportunities, career path, the business looked great on their CV, resume?). Are these reasons still relevant and are they still being delivered?
If not then the talent is at risk of leaving.

2) Ask yourself the value of your “Poach Rate”. The “Poach Rate” is the additional percentage in salary that a competitor would need to offer to steal your talent. The higher the percentage increase in salary the more your talent values working for your team. If the competitor only has to offer an additional 2-5% salary increase then the reason for leaving is more likely to be poor management, poor culture, few learning opportunities etc.

3) Meet and observe your top talent. Not just at appraisal times but regularly.
Listen and look at the way they walk, talk, dress, engage with customers and colleagues at meetings. (I often go into a business and find that I can identify a talent that’s “on the way out” by just looking at how engaged they are. But then I do this as a matter of norm and often I’m not wrong!)
Ignoring talent because you believe it’s happy, or you’re too busy to observe it, tends to increase the risk that it will leave.

Finally it’s worth considering that the day a talented member of your team tells you they are leaving your team is probably six months after they made the decision to do so!