Apologies that Work

Marsha Egan is not only the author of Inbox Detox, which I blogged about recently, and a dynamic speaker, but she's the consummate professional. This smart, well-connected, and well-respected businesswoman understands and appreciates relationships—personal and professional. And since we all have been known to say or do the wrong thing from time to time, Marsha suggests that we all devlop an appropriate attitude that allows us to acknowledge our erros and ask forgiveness when necessary. Here are a few observations from Marsha:

1. Unqualified. Any apology must be absent any conditions. Too many people apologize, then say something that makes it conditional upon some behavior by the other person. "I'm sorry I raised my voice, but if you hadn't shaken your fist at me I wouldn't have done it."  Rather, ""I'm sorry I raised my voice."

2. Sincere. You've gotta mean that you are really sorry. Sometimes people apologize to get something in return. That just doesn't work in the long run.

3. Take responsibility. Owning up to whatever your contribution to the "issue" is can go a long way to resolution. "I realize now, that by being late, it compromised the quality of your meeting."

4. Regret. You're sorry, let the other person know.  A genuine expression of regret shows that you care about the person you hurt.

5. Empathy. By trying to "see" the situation from the other side, you'll go a long way to moving projects and hurt relationships forward. "I appreciate how that communication may have offended you."

6. Remedy. Sometimes, things need to be fixed. What needs to be fixed? What will you do to fix it and when?

When and how?

1. ASAP. It is never too late to apologize.

2. In person, if at all possible.  Phone is next. Email at last resort. (Editor's note: Email apologies really stink.)

Food for thought: "Apology is a lovely perfume; it can transform the clumsiest moment into a gracious gift." --Margaret Lee Runbeck

To learn more about Marsha Egan, the LeverEdge Coach, see her page on this website, or call 703.243.1620.

A Program for the Times

I'm delighted to announce that Oren Harari has a new program, designed especially for today's audiences.  Take a look . . . it's another winner.  Oren continues to share his insightful and provocative ideas on competitive advantage, organizational change, and transformational leadership.  This engaging and dynamic speaker always delivers!

Lead Your Company ^Up Even When the Economy is _Down

In this speech, Oren summarizes the noxious financial forces which now surround us and their impact on individual companies. Then he concentrates on four action blueprints that leaders can use to position their organizations to succeed in these challenging times:

• Take Innovation Underground: How to remove large toxic assets (cash-sucking, value-detracting units, processes, cultural habits, and bureaucracy) from your own company's balance sheet.
• Dominate or Leave: How to concentrate resources on high-growth, high-profit opportunities where your company can set the agenda, while exiting what doesn't meet those stiff criteria.
• Build the Intangibles: How to load up your organization with value-adding intangible assets, like innovation, foresight, agility, speed, collaboration, and talent---so as to maintain and accelerate forward momentum.
• Take Charge Now: How to lead this process with urgency, discipline, audacity, and inspiration.

Selling Innovative Offerings

Consider the following scenario.  A company develops a new offering that is innovative enough to cause disruption in the market.  This company, excited about the opportunities and eager to turn the market on its ear, hires a new VP of Sales who, in turn, hires top-flight sales talent.  Everyone including the VP has a great track record of sales success in the same market (either for a competitor or working for the company itself).  With great fanfare the offering is launched.  Six months later, few if any sales have been made and the VP (if not fired himself) fires everyone and hires an new group.  Unfortunately, the pattern is repeated.  The product/service/solution is perfect for the market.  What is going on?

This question was the central point of a five year research project into what makes selling disruptive innovation such a challenge.  The results of that research were startling.  The data showed that successful sellers of innovative offerings approach the sales differently, do very different things and, in fact, even look different than their successful counterparts who sell into mature markets.  

I am interested in hearing from anyone who has seen this phenomenon.  We have a book on this topic being published by McGraw Hill this November.  We believe that it is the next step for anyone looking for advanced selling skills or strategies.  In future blogs, I will discuss some of the salient points from that book and that research.  For now, I would like to have comments or questions on the topic.

This book will change how you work

Sounds too good to be true, doesn't it? But it isn't. A book released just yesterday offers invaluable solutions to today's most common-and usually toxic-emailing practices. Inbox Detox and the Habit of E-mail Excellence, written by Marsha Egan, is a guide to learning how to control your e-mail and maximize your productivity.

Think you don't need to read a book about email habits?  Consider these questions:

• Do you know how much time you (or your employees) waste daily due to poor email management habits?
• Do you know that poor email habits can cost businesses a minimum of $200 in lost productivity per employee per week (that's over $10,000 a year for each employee)?
• Do you know that an employee who receives 30 emails a day will likely spend 120 minutes recovering from those 30 interruptions?
• Do you, or your team, spend an inordinate amount of time,periodically, looking through hundreds or thousands of old mails for forgotten messages?

Author Marsha Egan is also a successful businesswomen and dynamic speaker. In addition to email productivity, she addresses audiences on topics such as managing and motivating teams, coping with change, building profitable relationships, and more.

Oh . . . and about the tools offered the Inbox Detox, I've started applying some of them myself. Okay, bad habits aren't easy to break and I haven't become an expert at handling my inbox yet, but the good news is that they really work!  I've heard Marsha deliver a one-hour presentation on the topic of the book, too. A lot of people challenge her ideas, and they certainly don't walk away with the expected, simple solutions.  But in the final analysis, those who really want to free themselves from the tyranny of the inbox and better manage their email, discover that Marsha's tools are the answer.  And like just about everything that is worthwhile in life, they take real work and consistent practice to produce the desired results. The bottom line is you need this book and Marsha's email solutions.

For more information, check out Marsha's page on the ES website, or to start learning how to master your inbox, go to Amazon.com and purchase Inbox Detox.

A Much Needed Policy

I certainly didn't intend to go so long without blogging, but my holidays were so jammed packed that time got a way from me. And playing catch-up this week has kept me in overdrive. But it's not too late to wish you a Happy New Year.  While I contemplated a timely New Year's message for this post, I read a short message that I believe is needed today and applicable to all of us.

Brian Sullivan, one of Esparza Speakers' exceptional speakers, is also an author and radio talk show host. He recently had a radio talk show with special guest Howard Putnam, former CEO of Southwest Airlines. Putman's personal creed, "Honesty is not the best policy, it's the ONLY policy" was the impetus for Brian's message:

Blagojevich, Madoff, Enron, ugh! What is happening? When did the word LEADER become synonymous with dishonest? Well friends, it's time for the rest of us to take over. Because the lesson learned from all of this is that while deception, half-truths, and manipulation may get some to the top, the chances of staying there without a foundation of integrity aren't very good. So let's make it our objective in 2009 to be the types of leaders that USE honesty to get to the top, regardless of how difficult being honest can often be. In fact, research done by the Tom Peters group shows us the most important elements followers look for in leaders are as follows:  

• 88 percent say HONESTY
• 75 percent say VISION
• 68 percent say INSPIRING
• 63 percent say COMPETENT

Now here's the prep. There will be some time over the next 48 hours when you will have a choice to make. And at that moment you will be given the choice to deliver your message with 100 percent honesty or something less. And once you choose honesty, you have set in motion your greatest asset to becoming a top performing salesperson, manager, CEO, friend, spouse or parent. And I can honestly say, I can't wait to see how many lives you positively influence in 2009.

Brian is a successful entrepreneur, instructor, and motivator. He delivers content-rich and fun programs on sales, customer service, leadership, and presentation skills. To learn more about Brian, check out his speaker page on this site, or visit his website at www.preciseselling.com

Happy 2009!