What If Our Jobs Were To Serve?

I used to live in Taos, New Mexico, where I bought everything I ate from a small grocery called Cid’s Market. Run by Cid and Betty Backer, they always offered fresh organic produce, freshly cooked healthy meals, and a health/vitamin section that had everything I wanted. The store environment was happy and very obviously committed to the Taos community. It felt like MY STORE each time I went in. Any question I had was answered; anything I needed was procured, even if it meant they went out and bought me the item at a different store! I was a rabid fan.

Apparently, I wasn’t the only one who loved them. In the 11 years I lived there (1989-2000) I watched as they grew from a small store to a three story building taking up half a city block. Their service to customers was exceptional. Every morning as the store opened, Cid held a brief meeting with the entire team. “Who pays your salary?” he’d ask. They’d respond “The Customer!” And then they’d start their day.

Everyone’s job was to take care of customers, whatever that entailed. They didn’t need to ‘follow the rules’: that WAS the rule. And creativity and service ensued: In the health department, the manager created free evening community programs for different groups – diabetes sufferers, parents with kids who wouldn’t eat veggies; the produce manager created free cooking classes and lessons on growing organic veggies. Everyone was trusted to make their best decisions and the customers felt their commitment and respect. And in 1993 that was unusual.

One year, on a plane to Mexico to give a keynote address about Servant Leadership, I noticed Cid and Betty.

“Are you going on vacation?” I asked?

“No. We’re going to a conference on Servant Leadership.”

“Oh. I didn’t think a grocery store would seek out that sort of thing.”

“We’re going mostly to learn what we need to learn to serve our employees. If we can’t give them the respect they deserve, and create an environment in which they thrive, we can’t run a business that will also serve our customers. We go to one conference a year to learn all the tools we can so we all have the best knowledge available to serve with.”

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They understood that their success came from serving people, community, customers and staff. And they actively made it a priority.

WHAT ARE OUR JOBS?

When corporations consider what their jobs are, they sometimes think Profits, or Products, or Shareholders. But I think it’s something else. Think about it: there’s no job that doesn’t include serving:

• Sell more? Serve customers.
• Grow the business, be respected in the industry, and retain clients? Serve the company.
• Retain and inspire good people with tools to inspire creativity? Serve employees.
• Maintain optimal skills and health? Serve ourselves.
• Maintain communication skills? Serve each other.

Without hiring and retaining good people that know how to lead collaboratively; without the skills to help managers, sales folks, team leaders, facilitate buy-in; without the creativity from an entire group that, working together, can develop top notch solutions that produce competitive and imaginative solutions; none of us are in business. No matter what our jobs, our core business is to serve.

Unfortunately, too many of us unwittingly follow trends that take us away from our core business of serving. For example, too many companies have chosen the trend of using their websites to collect names. They embed pop ups to retrieve email addresses, making it impossible to find answers to questions and rendering the site unusable (unless you agree to the cookies) and annoying folks with real interest who might even be customers.

Obviously they’re putting their own goals before those of a possible customer. Why would a company do that? Especially the smaller companies who truly depend on offering information as a sales strategy. Is acquiring my name to push out marketing materials that important? Don’t they know I’ll leave the site rather than agree to accept more spam? That they’ll lose my business because I don’t want my name captured? Those companies have lost their way: they are only serving themselves.

OUR JOBS ARE TO SERVE

What if our real jobs weren’t only to collect data, or create content, or push products? What if our jobs were merely to serve? That requires a new skill set, a different viewpoint that produces very different results:

1. Leaders wouldn’t be getting resistance because they’d attain buy-in and work collaboratively to engage all voices before making change.
2. Sellers would only pitch to those ready to buy, and use the bulk of their now-wasted time to facilitate people them through their buying decision path as they figured out how to achieve their own type of excellence (and possibly buy solutions).
3. Managers would hire people whose goal was to serve and retain them because the company’s practices facilitated their excellence.
4. Coaches would use Facilitative Questions to guide folks to their own answers, trusting each person had their own type of excellence to achieve without the biases of an outsider.
5. Tech folks would save a great deal of time on projects because they’d be curious without bias, gathering the most accurate data the first time and avoiding biased assumptions that caused flawed results and user complaints.
6. Companies would be aware of the environment, the role they play in it, and factor in climate issues as a way to serve the planet while serving customers.
7. Senior Management would dictate that each employee, as well as customers, be cared for respectfully. When an employee isn’t happy, it’s difficult for them to care about customers.

By maintaining focus on ourselves, on our individual needs, we miss the larger picture. By using our jobs and companies as the vehicle to serve others and the planet, we will all live in an excellent world.

__________________________

Sharon-Drew Morgen is a breakthrough innovator and original thinker, having developed new paradigms in sales (inventor Buying Facilitation®, listening/communication (What? Did you really say what I think I heard?), change management (The How of Change™), coaching, and leadership. She is the author of several books, including her new book HOW? Generating new neural circuits for learning, behavior change and decision making, the NYTimes Business Bestseller Selling with Integrity and Dirty Little Secrets: why buyers can’t buy and sellers can’t sell). Sharon-Drew coaches and consults with companies seeking out of the box remedies for congruent, servant-leader-based change in leadership, healthcare, and sales. Her award-winning blog carries original articles with new thinking, weekly. www.sharon-drew.com She can be reached at sharondrew@sharondrewmorgen.com.

Sharon Drew Morgen September 16th, 2024

Posted In: News

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Beyond Plagiarism, by Sharon-Drew Morgen

How do original thinkers, folks with exceptional, trademarked IP, handle plagiarism and misrepresentation? How can we ensure our work gets in the world without it being misdefined, misused, or pirated? And what do we do when the misrepresentation and pirating harms others?

In the age of artificial intelligence, many of us are at risk of losing our cutting-edge ideas to the melting pot of mediocrity. How we handle it is an open question.

MY IP HAS BEEN MISAPPROPRIATED

I’ve recently gotten several calls from clients of Jeff Molander at Spark Selling Academy divulging his misuse and plagiarism of one of my inventions, Facilitative Questions™ (FQs), and sending me copies of the articles, videos, guides, and courses that directly lift my words from my books and articles with no attribution. Worse, the material is presented out of context, with inaccurate use and definition.

Without proper training or licensing, without understanding the material and with no attribution, with the actual paperwork in hand from his clients, I see that Molander is training and coaching my FQs out of context as manipulation devices, wholly outside their intended use.

Molander and I have history. Years ago, I discovered the first of Molander’s articles titled ‘Facilitative Questions’. It contained content taken directly from my books and articles without attribution, and wholly misrepresented my work. He took it down.

But the problem continued: each time I discovered his articles misrepresenting my work I offered to train and license him so he’d learn/understand/use the material accurately. Each time he refused but agreed to take the faulty content down. I kept believing him. I shouldn’t have.

I now have actual proof that Molander continues to pirate exact words directly from my writings but with the wrong explanations and intent, and gets paid to teach it. To sum it up, Molander is using FQs as the “foundational” skill offered at the Academy in his videos, coaching, user materials, and workshops

• without attribution,
• without training or licensing,
• without using them accurately or as intended.

Sadly, folks studying with Molander are learning distorted fragments of FQs as manipulation tools (he uses them to provoke curiosity) instead of the Servant Leader, ethical tools, that lead folks efficiently through their values-based, unbiased decision making (in this case, buying decisions).

His misinterpretation of my work not only harms his clients but also harms my brand that I’ve worked hard to build and sustain for 40 years. And the only ethical solution I can think of is to find the folks he’s trained so I can offer them free, accurate training.

WHO AM I?

I should probably tell you who I am. I’m an original thinker and inventor of systemic brain change models, that enable folks to get to the relevant neural circuits for change and decision making. One of my inventions is Buying Facilitation®, a model that finds and leads would-be prospects through the Pre-Sales, change management steps they must take on route to self-identifying as buyers.

To say it simply, in the area of sales, I help people figure out the decisions they need to make in their unique situations before they can buy anything – a front-end to sales.

Some of you may know me from my New York Times Business Bestseller Selling with Integrity. But how I got here was circuitous.

In 1983, after years of being a successful sales person, I started up a tech company where I was hit upside the head with the problem I’d had with prospects not buying: as an entrepreneur, before the team could consider buying anything, we first tried to fix our problems ourselves. If we couldn’t, we then needed to understand our risk of change. Before deciding to buy anything we had to know for sure that the risk of bringing in something new was not greater than the risk of staying the same.

So different from the sales model that only addresses assumed needs and a seller’s solution placement issues, not the internal decision issues folks had to discern before making a buying decision. Sales actually starts at the end of the buying decision path.

When I realized this I began my decades-long focus (inventing tools, writing books/articles, doing global training) on developing ethical tools to facilitate buying decisions as an adjunct to selling.

FACILITATIVE QUESTIONS™

Knowing my own questions to prospects had bias, and now realizing that prospects lived in unique environments that required buy-in and risk management before buying, I wondered if there was a way to help prospects efficiently figure out the decision path they had to traverse before they could buy.

Enter Facilitative Questions™. Different from standard questions, they use a new form of listening, specific words in specific sequences, and traverse a stepped pathway to personal decision-making, helping prospects and first contacts quickly figure out their Pre-Sales decision issues that then lead to them buying.

Facilitative Questions™

To learn Facilitative Questions™

Not just for sales, FQs are extremely effective at enabling very quick values-based decisions – great for docs to help patients change habits, for sellers to help prospects take action, and for coaches to help clients make permanent change. They require days of training and months of practice. In the wrong hands, with the wrong intent, FQs become highly effective manipulation tools.

BEYOND PLAGIARISM

Unfortunately, over the years, several folks have plagiarized FQs from my books and articles. They all removed the offending materials eventually. But Molander plans to continue, saying that because he allegedly shared an online course with a buddy and read some of my books, because my work is in the public domain, he’s entitled to it.

Worse, the materials I have from Spark reveal he’s taken it beyond plagiarism: he’s also defining FQs inaccurately and twisting their use to manipulate selling – the precise opposite of the reason I spent 10 years inventing them. Certainly they’re not being used to facilitate the precise steps of off-line risk management and decision making.

It’s currently unclear if Molander will ever stop without going to court. But in the meantime, I want to find folks who have been misled and train them properly. My email: sharondrew@sharondrewmorgen.com.

Managing plagiarism and misuse is a problem we all face these days and as yet there are no standards to follow. I’d love to start a dialogue with other original thinkers having similar issues.

____________________

Sharon-Drew Morgen is a breakthrough innovator and original thinker, having developed new paradigms in sales (inventor Buying Facilitation®, listening/communication (What? Did you really say what I think I heard?), change management (The How of Change™), coaching, and leadership. She is the author of several books, including her new book HOW? Generating new neural circuits for learning, behavior change and decision making, the NYTimes Business Bestseller Selling with Integrity and Dirty Little Secrets: why buyers can’t buy and sellers can’t sell). Sharon-Drew coaches and consults with companies seeking out of the box remedies for congruent, servant-leader-based change in leadership, healthcare, and sales. Her award-winning blog carries original articles with new thinking, weekly. www.sharon-drew.com She can be reached at sharondrew@sharondrewmorgen.com.    

Sharon Drew Morgen September 9th, 2024

Posted In: News

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Snoop Dogg is My Hero, by Sharon-Drew Morgen

From Facebook Aug. 2024

For those of you who watched any of the Olympics, you might have seen Snoop Dogg swimming with Michael Phelps (“Will someone please get me some oxygen!”), or holding the Olympic Torch, or trying to throw a javelin. Snoop Dogg, you see, was the NBC Goodwill Ambassador to the Games. What fun he seemed to be having! What fun to watch Snoop in his authentic merriment.

He said, “I had fun just being Snoop Dogg. That’s what I know how to do best. I got paid [$499,000 per day] for being me.”

Hmmmm. That caused me to wonder how many of us only seek out jobs that pay us for being who we are, for being treated with kindness and respect, and jobs that help us enrich our creativity.

Thankfully there were decades when teaching my own inventions (Buying Facilitation®, Facilitative Questions™, the HOW of change) that I earned money for being me, times I lived anxiety-free, filled with the joy of sharing all that I am, being highly creative, and being respected for my input and ideas. In fact, the more I represented the real ‘me’, the more money I made.

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But in much of my earlier life I got paid for being someone others needed me to be, or what was expected of me; times I gave up my values to earn money because I needed to feed a family. Whenever I did so I felt dirty and disrespected myself. I certainly wasn’t being creative, or the inventor of brain-change models that I morphed into when being my best self.

MY CLIENT CURED ME

My breakthrough came when I agreed to train groups in Sydney and Paris for a large sum of money. Didn’t take me long to realize how demanding and disrespectful my client Jim was. Often I would get off the phone and scream from anger and hurt. Afraid to rock the boat too much, I managed to occasionally say “You know, Jim, sometimes when you say things like that it hurts me.” Sorry, he’d say. And do it again the next week. I hated us both.

It came to a head on a conference call with one of his vendors, something I did not want to do because these folks used a mainstream sales model and would resent being asked to change. “Please,” he said. “As a favor to me. I want them to learn Buying Facilitation® with the rest of us so we’re all using the same tools.”

I went into the call with the best intentions. It didn’t take long before they realized I was offering something different from what they were doing and became mean and confrontational. I kept making light of it, telling them I heard them, and yes, it was different. But this only upped their disrespect. Jim watched as they attacked me and said nothing. Personally, I would never have continued a call like this, but I stayed on because it was a high-income job, and I’d promised. And I kept expecting him to intervene.

Eventually I began crying. Jim said nothing, then said he had to go, leaving me on Zoom with these abusers. Shortly after he left the call I told them I felt disrespected and had to get off. I immediately emailed Jim to call me, telling him I was hurt and angry. “You’ll get over it,” he replied. He never called.

And then I knew: my well-being, my self-respect, my values and identity, were worth more than the big bucks he was paying me. I quit the job with him, and never again worked for anyone who disrespected me. I didn’t get a new client for a while, but I used that time to write a new book – something that gave me joy, that I wouldn’t have had time to do while working for Jim; something I wouldn’t have had the clarity to create while not being my best self.

WHAT IS OUR BOTTOM LINE?

The question for us all is how long we put something else – money, ego, social status – above our own self-respect. When I did work for KPMG years ago, the partners would often work through the night. When colleagues came in the next morning they’d say: “You must have worked all night. You’re wearing the same clothes.” And the groggy guy would proudly say, “Yup!” It was a status thing. They all did it. And almost every one of them was on their second marriage at least, half of them on their third.

I can’t tell you how many folks I’ve trained who secretly share how unhappy they are in their jobs. I did a survey for a large pharmaceutical company recently to find out why they had high numbers of resignations. I interviewed 30 middle managers; many of whom cried during the interview:

“I used to bring them well-conceived and presented ideas and innovative solutions to fix some of the problems. I was given 5 minutes and a Thank You! I did this 3 times before I realized they did nothing with my ideas. I stopped caring. I now come in exactly on time instead of early like I used to, and leave exactly on time, not stay late when I should. If they weren’t paying me so much more than the rest of the industry pays, I would have left long ago. I’m miserable, and certainly not giving them my best self because they don’t want it. I’m happy to say I’m getting good results while job hunting now. I won’t earn as much money, but I’ll have my self-respect.”

I wrote this up in my report to them and offered my own personal viewpoints on steps they could take to address this. Last I heard, they had done nothing with the ideas in the report. The employees continue to quit.

Certainly sometimes it’s imperative to work in bad situations, like those nasty jobs I took while working my way through college, or when I needed money and worked two low-paying jobs to feed my young family.

But I deeply believe, when possible, we must take jobs that maintain our self-respect or we lose the only thing we have: ourselves. (Frankly, I find it appalling that employers don’t respect their employees, don’t cherish their ideas or maintain safe learning environments.)

So Snoop Dogg is my hero. He gets paid for being who he is. May we all do the same.

_________________________________

Sharon-Drew Morgen is a breakthrough innovator and original thinker, having developed new paradigms in sales (inventor Buying Facilitation®, listening/communication (What? Did you really say what I think I heard?), change management (The How of Change™), coaching, and leadership. She is the author of several books, including her new book HOW? Generating new neural circuits for learning, behavior change and decision making, the NYTimes Business Bestseller Selling with Integrity and Dirty Little Secrets: why buyers can’t buy and sellers can’t sell). Sharon-Drew coaches and consults with companies seeking out of the box remedies for congruent, servant-leader-based change in leadership, healthcare, and sales. Her award-winning blog carries original articles with new thinking, weekly. www.sharon-drew.com She can be reached at sharondrew@sharondrewmorgen.com.

Sharon Drew Morgen August 12th, 2024

Posted In: News

My friend Gwendolyn

Gwendolyn by Sharon-Drew Morgen

I live intimately with wildlife on a floating home on the Columbia River in north Portland, OR. During the summer I never know who will show up: Two spitting geese (geese are not nice animals) once happily sat on my two couches, refusing to move; birds regularly fly in and it takes hours to get them out; Henry (the mouse) eats my kiwis; sea lions play in front of my door; river rats occasionally come in, as do neighborhood cats. An entire family of otters lived under my house last year. And for the last two years, swallows have made a nest in the eaves of the house and leave their poo and sick babies (thrown out of the nest) for me to clean up. It’s like living in a marine zoo.

Now, in early July, I’m waiting for my friend Gwendolyn to show up. She usually appears mid-June, and I fear something has happened to her. Gwendolyn, a duck, has come every year for 8 years to lay 10 eggs in my tall planter, the one with the now-recessed plants that have gotten tamped down low after years of her sitting on them.

Gwendolyn is comfortable with me. When I come onto the deck near her she raises up to make sure it’s me before sinking back down onto the clutch. If a stranger is with me, she flies out to attack them.

Every night at 8:00 pm Gwendolyn’s husband (I don’t know his name) comes to take her to dinner. They’re gone for about an hour, during which time I check on the eggs. One year a racoon ate them all, and a very disturbed Gwendolyn swam back and forth in the water near the planter for days. Sadly, she never got to meet her babies. Thankfully it only happened once.

The real joy comes when Gwendolyn’s babies have hatched, she’s gotten them into the water (how she does this from 18 inches down into the planter is a mystery), taught them how to find food and navigate the river, and proudly brings the 7 remaining ones to show me after they’ve grown up. I watch them with pride. My friend Gwendolyn’s babies, all grown up. I feel like their grandmother.

I hope nothing has happened to her. I’m waiting to see her again.

__________________

Sharon-Drew Morgen is a breakthrough innovator and original thinker, having developed new paradigms in sales (inventor Buying Facilitation®, listening/communication (What? Did you really say what I think I heard?), change management (The How of Change™), coaching, and leadership. She is the author of several books, including her new book HOW? Generating new neural circuits for learning, behavior change and decision making, the NYTimes Business Bestseller Selling with Integrity and Dirty Little Secrets: why buyers can’t buy and sellers can’t sell). Sharon-Drew coaches and consults with companies seeking out of the box remedies for congruent, servant-leader-based change in leadership, healthcare, and sales. Her award-winning blog carries original articles with new thinking, weekly. www.sharon-drew.com She can be reached at sharondrew@sharondrewmorgen.com.

Sharon Drew Morgen July 8th, 2024

Posted In: News

You Can’t Lead If You Can’t Follow, by Sharon-Drew Morgen

A friend of mine delivers leadership training in police departments. On the first morning he has the partners dance with each other, taking turns for an hour at a time as Leader and Follower. As most of them are men, they start off very uncomfortable when they must be the ‘follower’. But follow they must; he tells them if they can’t follow, they can’t lead.

As Leaders with specific goals we’re responsible for, we operate from the assumption we’re in charge. But what, exactly, are we in charge of? I believe our job as Leaders is to be the sentries, to facilitate our Followers to discover their best outcomes and help them set a path to a successful goal. As they say in Argentine Tango, if you notice the leader, he’s not doing his job.

WHAT IS OUR JOB

Leaders often begin with a plan, an idea, a fantasy if you will, of how to achieve an outcome, and then work at creating and driving the path to execute it. But this strategy faces several problems:

1. We have no way of knowing beforehand if it could succeed.
2. By not gathering ideas from everyone, we can’t know if we have the full fact pattern, or if any of the Follower’s ideas would make the outcome even better.
3. Advocating our own ideas, with our own beliefs and assumptions, we have no way of knowing how our Followers will interpret our plan given their own beliefs, experiences and assumptions.
4. We run the risk of pushback and resistance when we try to implement with folks who haven’t been included.

Even with an aim to be inclusive, we too often try to persuade Follwers to adopt the path we imagine. This route might yield resistance at best; at worst, it not only restricts the full range of possible outcomes, but runs the risk of causing hostility and sabotage.

LEADING AND FOLLOWING ARE INTERDEPENDENT

During the 2020 election I heard Presidential Candidate and Senator Amy Klobuchar say: “I haven’t gone on TV for interviews much before now. But my team told me I needed the exposure. So here I am.” Obviously, she’s the Leader AND the Follower.

When Leaders rely on their own assumptions, ideas, and expertise, it’s difficult to achieve an optimal result: until Followers are included and develop their own vision, using their ideas, knowledge, values and voices; until the group discovers a path through their own group dynamics; until the group works collaboratively to develop creative outcomes that they can all buy into, the outcome will be restricted.

So here’s the question: do you want to facilitate a route through to the best result? Or drive the path to the result you’ve imagined? You can’t do both.

• What would you need to believe differently to trust you can achieve the best outcome if it’s driven by the Followers?
• What is a Leader’s role if the Followers are in charge of the route to a successful outcome?

I believe that leading and following are two sides of the same coin. And I believe it must be an interdependent process.

CONTROL

I once trained a group of executive Leaders at a company with a reputation of having values. They were the most manipulative group I’ve ever trained. Getting them to consider any form of leadership that didn’t involve them having total control was a herculean task. Seeing my frustration one of them said: “But our message is values-based. Of COURSE it’s our job to convince them to do it our way! It’s the RIGHT way.” Having a great outcome does not give license to push our agendas to get it done OUR way.

As Leaders, we must give up our egos, our needs for control, our perceived value of being ‘right’, of being The One to exert power and influence. We obviously need to have some sort of control given we’ve got a job to do. But control over what?

There are two components to our job: 1. formulating a goal, and 2. getting there. We cannot do it alone: success cannot be achieved without the good will, the buy-in, and passionate involvement of the Followers.

To work collaboratively with Followers to formulate a goal, help define their process of getting there, then oversee the journey, a Leader

• controls the space that enables all voices to be heard, giving rise to a complete data set, creativity, buy-in, collaboration, and mutual responsibility for planning and delivery;
• leads the group through forming, failure, discovery and confusion, trials and success;
• guides the group through the route they designed and helps them maintain equilibrium.

Here I’m reminded of another great Argentine Tango expression: The Leader opens the door; the Follower dances through using her own unique steps; the leader follows.

STRUCTURE VS CONTENT; CONTEXT VS COMPONENTS

I contend that as Leaders we must assure results, but hand over the creation of the journey – the behavior changes, the activity, the buy-in, the creation of new rules and norms – to the Followers.

Let’s look at the two components, the goal and the route, from a systems perspective.

If leading a team through an initiative to enhance customer service, for example, the Leader is responsible for ending up with happier customers and supervising the journey to get there, while the Followers are responsible for

• the route taken to get there,
• the choice of the components of the new services,
• what these services will do, the planning during the change and ultimate buy-in, and the rules that will maintain them,
• ensuring buy-in and collaboration from the team,
• what each team member will do,
• how it will be delivered.

Unfortunately, leaders too often try to control both the goal and the journey. But I suggest we separate the functions. Our job is to maintain the rules, criteria, tone and vision; the job of the Followers is to make it happen.

When Followers control the journey they create a collaboration amongst themselves, develop behaviors and outcomes, and take ownership of the journey to success. The Leader then maintains the space the Followers created.

STARTING UP A COMPANY AS A LEADER/FOLLOWER

I’d like to share a story of my own journey as an entrepreneur of a tech start up in London in 1983. I began with no knowledge of business and even less of technology (Those were early days, remember?). I was smart enough to know my range of content knowledge – nil. So I wrote an outline of what I wanted to achieve:

• a company that would take great care of the needs of customers in the area of 4^th Generation Languages (Really early days!) with integrity, honesty, and win/win values;
• be seen as a premier provider by charging high prices and great service expertise;
• hire folks who will create out-of-the-box services that enhance what’s considered possible.
• have staff be as happy and cared for as clients;
• make money and have fun.

That was my goal. I had no idea what data I needed or what the journey would be. I did my best to research, speak with people, read a few books. Then I realized that it would be best if I hired good people who designed their own jobs.

My hiring process included asking applicants to bring in a P&L that included their salary and their vision of how they’d do the job. I hired those with the most creative ideas, and we ended up providing very unique and customer-driven programming, training, and consulting services, making us the most innovative company in our market.

The applicant for the job of receptionist was quite creative. Ann Marie wanted a small salary and a percentage of the gross income. For this, she would make sure the company ran efficiently and staff and clients would be thoroughly taken care of to the point they wouldn’t want to go anywhere else. Wow. I hired her. And she did exactly what she said.

She made us write these daily TOADs – I don’t remember what the acronym stood for…something like Take what you want And Destroy the rest… but it took us an extra hour each night to write them up (No computers in daily use in the early 80s, remember?). Each morning we had to read the full set of everyone’s TOADS on our desks when we arrived. They involved current initiatives, our frustrations, any good/bad issues with clients and prospects, any good/bad issues we had with each other.

As a result, all of us knew ‘everything’. If a phone would ring and the person wasn’t there to answer, anyone could answer it and be able to help. As the receptionist, Ann Marie would make every caller feel cared for and comfortable. Office squabbles and gossip didn’t have a way to fester. Team members became familiar with problems faced by colleagues and came up with creative solutions. We had the knowledge to introduce clients to each other for follow-on partnerships.

Frankly, Ann Marie terrified me. Tall, officious, unsmiling, we all did what she told us to do (Talk about leaders!). And she walked away with pockets full of money as she helped the business double each year.

I hired John as a ‘Make Nice Guy’ to bridge the divide between technical and people skills. He wanted a $100,000 salary (in 1985!) to make sure techies, their code, and how our contractors maintained relationships with the teams they worked with, all ran smoothly. That was a no brainer. And another role I hadn’t known I needed to hire for.

With John taking care of all outside stuff, I had no fires, no problems, no crashes, no personality issues, no client problems, and I could grow my business. He even found out when a client was buying new software that we could support well before it arrived on site; when the vendor came to install it, my folks were there waiting, well before the vendor tried to sell their services.

The team worked hard to get me to say “We’re doing WHAT??” I was once walking down the hall and ran into my Training Manager. When I asked where he’d been hiding since I hadn’t seen him in days, he told me he was busy scouting out extra office space for the new training programs being developed. “We’re doing WHAT??”

And fill the seats he did, bringing in new clients and new programs. Including me as a trainer. Apparently, the team believed I supervised techies so well as a non-techie that I should teach other non-techie managers how to supervise their techie staff. I would never have thought of that myself. So they got me to run monthly programs which were always packed.

As part of my commitment to creativity and growth, I told the management team to take risks but to let me know if a disaster was imminent at least three feet before they fell off the edge (If they waited until they were already off the cliff there wouldn’t be a thing I could do but wave). And they did. As a result they took risks, created out-of-the-box programs, processes, and initiatives that I could never have dreamed of. And they mostly got it right.

By setting a tone of authenticity, I regularly discussed my failures and got input from the team as to how to make things better. This obviously opened the door for us all to discuss failures as part of our job. Also by maintaining control of the values and integrity of communication and relationships, by trusting the staff and enabling them to be Leaders and innovators, I was able to double the company income every year.

As a start-up in a new field, with no computers, no internet, no email, no websites, we had a $5,000,000 revenue (and 42% net profit) within four years. Everyone made money, loved coming to work, and grew individually. We controlled 11% of the market (the other 26 competitors shared the other 89%), had loads of fun, and we changed the landscape of what was possible.

TRUST

I could never, ever have been that successful if I hadn’t trusted my Followers to create their jobs in a way that met my values. I controlled the goal. They controlled the journey. Win/win. Interdependent. Trust. Respect. Their joke was that they were the ones with the brains, and I was the one with the mouth. Cool beans. I opened the door, they danced through it, and I followed.

Leadership is an interdependent process with Followers and Leaders working together from the inside and outside simultaneously to inspire trust and reach the best possible outcome. Here are the givens:

• The process is always transforming and dynamic, rendering pockets of success, confusion and failure, creativity;
• There’s no way to know until the end what the trip will include so it’s necessary to build in trust, collaboration, and openness;
• The result will be what everyone wants. The process of getting there will be different from what the Leader envisaged;
• The process will proceed according to the values, creativity, and needs of the Followers;
• The Leader will be respected so long as s/he uses her/his power to shepherd the process;
• Failure is part of the process and can be used to inspire creativity;
• Resistance will be visible early and managed by group with no fallout;
• The result will be the best amalgam of everyone involved bringing their values and hearts.

A real Leader enables their Followers to operate interdependently, using their own values, their own creativity, their own vision. As Leaders we must stop trying to exert influence over the entire process and begin trusting Followers to lead us.

THE HOW

If you’ve been reading my articles for a while, you know that I always include a ‘how’ so readers can use the ideas I espouse. In this case, my suggestions will be a bit challenging: the necessary skills to implement this style of leadership includes rethinking and enhancing two skills we all believe we’re good at and take great pride in – our listening and our questioning.

The reality is that no matter how professional, how fair, how honorable, how impartial we believe ourselves to be, when we use our conventional questioning and listening skills there’s a high probability we’ll be (unconsciously, unwittingly, automatically) biased by our words, ideas, needs, beliefs, and history.

I’ve developed ways to listen and question that avert bias and indeed facilitate transformation and expanded possibility. I train these skills to leaders when I train in an organization.

As Leaders, our job is to facilitate a collaboration with our Followers to interdependently create a successful goal. It demands that Leaders enter with a different outcome, a different mindset, and a different tool kit. But it’s worth it. We’ll end up with the real power of spearheading harmony, integrity, creativity, and excellence. And have a greater success than we ever could have achieved alone.

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Sharon-Drew Morgen is a breakthrough innovator and original thinker, having developed new paradigms in sales (inventor Buying Facilitation®, listening/communication (What? Did you really say what I think I heard?), change management (The How of Change™), coaching, and leadership. She is the author of several books, including her new book HOW? Generating new neural circuits for learning, behavior change and decision making, the NYTimes Business Bestseller Selling with Integrity and Dirty Little Secrets: why buyers can’t buy and sellers can’t sell). Sharon-Drew coaches and consults with companies seeking out of the box remedies for congruent, servant-leader-based change in leadership, healthcare, and sales. Her award-winning blog carries original articles with new thinking, weekly. www.sharon-drew.com She can be reached at sharondrew@sharondrewmorgen.com.

Sharon Drew Morgen June 10th, 2024

Posted In: News

The Two Buying Processes: the Buy Side and the Sell Side

When I coined the term Buying Process in 1987 I was describing the change management steps people take between having a problem, going through their change/risk management decision issues, and finally self-identifying as buyers. In other words, the Buy Side.

Sadly, in the intervening years the sales industry has (mis)translated the term to refer to how people choose a solution (the Sell Side).

The Buy Side and Sell Side are wholly different: one manages risk; one sells solutions. They have different goals and journeys: before self-identifying as buyers, people/groups must assemble stakeholders, try workarounds, figure out the risk of disruption and get buy in (Buy Side); to make a purchase (Sell Side) self-identified buyers must figure out how, when and if to choose a product and make a purchase.

Buying is a change management problem (Buy Side) before it’s a solution choice (Sell Side) issue. When both are addressed it’s possible to both find and facilitate folks who WILL become buyers (the Buy Side) and help the now-self-identified buyers choose their solutions (the Sell Side).

By overlooking facilitating the (Buy Side) Buying Process; by narrowing the search for buyers to those who’ll listen to product details or seem to have a ‘need’ (the Sell Side); by ignoring what folks must handle on the Buy Side; the sales industry overlooks the 80% of potential buyers who could use help figuring out the many hidden elements that might cause risk before they self-identify as buyers. And while sellers focus on finding folks with ‘need’, they’re wasting an opportunity to prospect for folks in the process of figuring it all out and helping then where they need help. After all, they can’t define their real needs until they do. Nor do they consider themselves ‘buyers’ yet.

As a result, sales closes a small fraction of possible buyers, not to mention having a longer-than-necessary sales cycle as prospects address their internal issues privately. I believe the field is using the wrong metric and chasing the wrong target (‘Need’). Not to mention selling doesn’t cause buying.

Read Sample

When the focus of a conversation is to sell, even when mentioning tasks prospects should be handling, the goal and focus of the query is still selling, skewering the conversation to the Sell Side and wholly ignoring the Buy Side – certainly not providing the real help buyers could need help with. In fact, long sales cycles are the result of the current sales model.

To actually enter and serve the Buy Side, the goals and skills are vastly different: sellers actually become consultants first before trying to place their solutions. This not only closes 6x more sales in half the time, but it takes sales out of the transaction business into a relevant, necessary profession.

LOOKING FOR PROSPECTS IN THE WRONG PLACE

Buyers aren’t where sellers are looking for them. It’s like that old joke about folks looking for lost keys where the light is instead of where they lost them. Sure, sales continues to find new and better ways to push solutions. But that’s not where or how people buy these days, especially with layers of decision teams and risks.

People become buyers when they have no other choice AND have buy-in for change AND can tolerate the risk of doing something different (a purchase); if the risk (the disruption, the change involved with bringing in something new/different) is too high they’ll stay the same regardless of need.

Here’s one of my Morgenisms: People don’t want to buy anything, merely resolve a problem at the least cost to the system.

Selling and buying require two different sets of actions. By only focusing on one portion of the Buying Decision Process, sales overlooks the vast numbers of not-yet-self-identified buyers who really need help figuring out how to resolve a problem with minimal risk given their unique systemic change issues.

But the approach to facilitating the Buy Side Buying Process isn’t through any content details or presentation, needs assessments, or qualifying strategies used when selling a solution. Facilitating a buying decision (Buying Facilitation®) begins by seeking folks with need. Sellers should begin by seeking out folks trying to fix a problem their solution can resolve: before folks even understand their need they must know the full fact pattern they must address – the very reason sellers who enter too early believe their prospects don’t understand their problem. And sellers aren’t helping them.

A ‘NEED’ FOCUS CAUSES FAILURE

Let’s think about ‘need’ for a moment, and why this is a flawed indicator of a buyer. Do you need to stop watching so much TV and exercise more? Do you need to shed 10 pounds? Do you need to be kinder to your employees? See? Need is NOT the measure used by folks who will become buyers! Your 5% close rate should tell you something is wrong. People buy when

• everyone (even peripherally involved), and everything (policies, projects, leadership) agrees there’s a problem that needs resolving;
• they’ve tried everything they know to resolve it and nothing worked;
• they fully understand the risks – the cost – to the system and find them manageable;
• everyone who will touch the final solution buys in to doing something different.

Here’s why a ‘need’ focus causes sales to fail:

• • You get few meetings with few in attendance, and then don’t hear back.

o  What ‘weight’ did the folks in the meeting have on the final decision team?

o  How many folks needed your solution but wouldn’t take a meeting?

o  Who took the meeting and why? Have they tried workarounds yet?

o  What will they use your presentation content for?

o  Where are they in their Buy Side Buying Process?

o  When you facilitate folks through their complete change process (Buy Side Buying Process), you’ll help them discover who to assemble, how to find workarounds to try, and how to assess risk and manage buy in according to their unique environments. THEN they all want to meet with you and bring 10 people to the meeting.

• • You’re posing biased questions based on what you sell and miss important data.

o  Your questions are biased according to what you think would make them a prospect, hence miss the underlying (systemic) reasons they haven’t resolved the problem yet and where they really need your help and your differentiation point.

o  Facilitative Questions help them uncover their own idiosyncratic route to a problem resolution and buy in without bias.

o  Your ‘need’ focus causes you to assume far, far more people are prospects and you spend large amounts of time chasing folks who will never buy. Remember: People cannot buy unless they understand the risk of change. It’s not about their problem or the efficacy of your solution.

• • With a ‘need’ focus you’ll get one person’s restricted viewpoint and mistakenly believe she’s a buyer.

o  It’s possible someone is speaking with you only because she’s the only one who wants change and using your call to collect data points.

o  When you only seek need, you really have no idea of the accuracy of the person’s answers, or their reason to speak with you.

o  When you only seek need, you miss people doing their discovery and not yet ready to self-identify as buyers.

o  When you only seek need, you don’t understand the entire fact pattern the problem sits in and don’t recognize folks who could never buy.

• • You have no idea if the person you’re speaking with represents a real opportunity.

o  Has he been directed to contact vendors because the team is ready to choose? or just doing research? Has the whole team self-identified as buyers?

o  By assuming folks talk to you because they have a ‘need’ you’re overlooking the systems/change management issues that must be resolved before they’re even buyers and wasting a lot of time pushing products they can’t buy.

o  By assuming folks have a need, you’re restricting your close rate to 5% and wasting 95% of your time.

• • You have no idea what stage folks are at in their (Buy Side) Buying Process?

o  Have they assembled all (ALL) the stakeholders? Know the full fact pattern of the problem (only happens toward the end of the Buying Process when all factors are discernable)? Have they tried workarounds? Do they know the type of risk they face if they purchase? Do the stakeholders buy in to the risk?

o  Until or unless they’ve gone through all change management stages (i.e. the Buy Side Buying Process), they are not buyers, regardless of what you think they need.

The sales model is so focused on placing solutions, on sharing information sellers believe prospects need to hear, that they miss the real Buying Decision Path: just because you think they have a ‘need’ doesn’t mean they’re ready willing or able to buy.

Remember: Selling doesn’t cause buying.

STEPS TO BUYING ARE CHANGE MANAGEMENT BASED

Until they realize they cannot fix the problem themselves AND everyone recognizes that the cost of the fix is less than the cost of staying the same, they will not, cannot, buy. And when you don’t hear back, they’re not facing indecision: they’re merely involved in their change management process and not yet buyers. And unless the risk of the change is less than the cost of staying the same, they’d rather stay the same and avoid the disruption.

Sellers can help would-be buyers traverse their decision path – their Buy Side Buying Process – BEFORE trying to sell them anything and help them become buyers very quickly. After all, they must do this anyway, with or without you: until they accept the risk that a new solution brings, they aren’t buyers anyway. That leaves you selling to the low hanging fruit (the 5%) rather than helping the 80% manage their Buy Side decision process.

Before considering themselves buyers, all people must mitigate the steps between problem recognition and risk management. Until people manage their front-end change management piece (the first 9 steps of a 13 step change process, or, um, Buying Process) they ARE NOT BUYERS and will ignore any attempt at being sold to!

The sales industry must shift their thinking to facilitate the Buy Side as a precursor to selling. I know the field has recognized the need to do so, but uses the same tools and Sell-Side thinking to try to get there!

SELLING DOESN’T CAUSE BUYING

Buying is risk management. Selling is product placement – two different sets of things to handle for two different sets of problems.

Facilitating people through their discovery of risk is not based on a solution, or need, or features and functions, but on a different metric entirely: neither the sales model nor the solutions themselves can help with the Buy Side Buying Process. Buying is first about change:

Buying represents change in the underlying system that includes people, policies, initiatives, jobs, budgets etc.

Change represents disruption. It must be addressed and bought into by everyone it will disrupt.

A purchase represents an unknowable risk to the system.

And sellers, as outsiders, cannot ever understand what their idiosyncratic issues are.

I’ve written extensively on this for decades. Terms that I’ve coined as part of the Buy Side Buying Process (‘stakeholders’ buy cycle, buying patterns, buyer’s journey, ‘workarounds’ ‘Buying Decision Team’) have been mistranslated, and now endemic in the sales vocabulary as part of the Sell Side. Buying Facilitation® finds those on route to becoming buyers and leads them through their change steps.

BUYING FACILITATION® FOR THE BUY SIDE

When I started up my tech company in 1983 and became a buyer after being a very successful seller, I realized the problem with sales: as an entrepreneur with problems to solve, I didn’t even think of making a purchase until I assembled the full set of stakeholders and knew the full fact pattern, tried everything familiar to fix it, and understood the disruption an external solution would cause.

I invented Buying Facilitation® to facilitate folks through their change management steps on route to becoming real buyers. It works WITH sales but isn’t sales. It’s change based, not product sell based. In my Buying Facilitation® training programs I teach how to facilitate change as the precursor to selling. Participants close 40% against their control groups that close (on average) 5.4%. When I trained my own sellers to find folks on route to change, our closed business improved by a factor of eight.

Buying Facilitation® uses wholly different tools and goals, starting with prospecting for people seeking to resolve a problem – people in their Buying Process – that the seller’s solution can resolve. It includes:

• • • Facilitative Questions: a wholly new form of question in invented (Took me 10 years!) that leads Others through their elements of systemic change.
    • Listening for systems: a way to listen for systemic problems (leadership, ancient corporate rules, etc.) instead of seek what I wanted to hear.
    • The steps of change: the 13 steps all people must traverse before they agree to any change. Sales enters at step 10 when folks are ready to buy. They can enter at step one and lead folks efficiently through their change issues.

Buying Facilitation® finds people on route to becoming buyers ON THE FIRST CALL when your goal is to find folks changing in the area you solution can serve. It’s a generic change facilitation model used also by coaches and leadership. It has nothing to do with buying or selling per se. And yet it facilitates real change.

Below I’ve included a few articles I’ve written on the subject. Go to www.sharon-drew.com, read the section Helping Buyers Buy, and go to the categories Sales, Buying Facilitation® in my blog section and start reading. Then call me. I’ll teach you.

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‘No Decision’ is not Indecision

What is Buying Facilitation® and What Sales Problem Does it Solve

The Real Buyer’s Journey: the reason selling doesn’t cause buying

How, Why, and When Buyers Buy

A View from the Buy Side

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Sharon-Drew Morgen is a breakthrough innovator and original thinker, having developed new paradigms in sales (inventor Buying Facilitation®, listening/communication (What? Did you really say what I think I heard?), change management (The How of Change™), coaching, and leadership. She is the author of several books, including her new book HOW? Generating new neural circuits for learning, behavior change and decision making, the NYTimes Business Bestseller Selling with Integrity and Dirty Little Secrets: why buyers can’t buy and sellers can’t sell). Sharon-Drew coaches and consults with companies seeking out of the box remedies for congruent, servant-leader-based change in leadership, healthcare, and sales. Her award-winning blog carries original articles with new thinking, weekly. www.sharon-drew.com She can be reached at sharondrew@sharondrewmorgen.com.

Sharon Drew Morgen April 20th, 2024

Posted In: News

Learning Facilitation

Have you ever wondered why folks who take training don’t retain the new knowledge? According to Harvard studies, training fails 90% of the time. Surely students want to learn, trainers are dedicated professionals, and the content is important. But the problem goes beyond the students, the motivation, the trainer, or the material being trained.

I suggest it’s a brain change issue: current training models, while certainly dedicated to imparting knowledge in creative, constructive ways, may not be developing the necessary neural circuitry for Learners to fully comprehend, retain, or retrieve the new information.

As an original thinker who’s been inventing systemic brain change models for decades, I’ve developed a Learning Facilitation model that separates the brain from the mind as the central training element to generate new neural circuits that will translate, understand, retain, and act on, the new knowledge.

I’m presenting Learning Facilitation at the Learning Ideas Conference in New York in June. For folks interested in learning a new training approach that offers brain training before mind/content training, here’s an abstract of the paper I’ve submitted to the conference and a link to the actual paper.

Link to paper: https://bit.ly/3vErBjm

Design Training to Enable Neural Circuits to Accept and Retain New Learning Without Resistance, by Sharon-Drew Morgen

Abstract. Standard training assumes that the right information presented and practiced in the right way will cause a Learner to understand, use, and retain it. But without first generating a home in the brain for the information to be triggered, Learners may not retain it, resulting in a 90% fail rate.

Learning occurs only when Learners have the requisite neural circuitry to translate the incoming content into action. In other words, training must include circuit generation before offering new information or it might not be understood or retained.

This paper introduces a brain-change learning approach that separates the mind from the brain to first enable students to generate new neural circuits to house the new content. It explains why current training models don’t enable Learners to form new circuits; how brains ‘listen’; how new neural circuits get generated; how to set up a room, instruct, and design exercises that work directly with a learner’s brain and eschew their mind (initially), before the new content is taught.

This training model has been used successfully in global corporations with 100,000 learners who, on follow-up, retained their knowledge for decades.

Link to paper: https://bit.ly/3vErBjm

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Sharon-Drew Morgen is a breakthrough innovator and original thinker, having developed new paradigms in sales (inventor Buying Facilitation®, listening/communication (What? Did you really say what I think I heard?), change management (The How of Change™), coaching, and leadership. She is the author of several books, including her new book HOW? Generating new neural circuits for learning, behavior change and decision making, the NYTimes Business Bestseller Selling with Integrity and Dirty Little Secrets: why buyers can’t buy and sellers can’t sell). Sharon-Drew coaches and consults with companies seeking out of the box remedies for congruent, servant-leader-based change in leadership, healthcare, and sales. Her award-winning blog carries original articles with new thinking, weekly. www.sharon-drew.com She can be reached at sharondrew@sharondrewmorgen.com.

Sharon Drew Morgen April 15th, 2024

Posted In: News