Trust Enablement's Podcast - Coffee, Collaboration, and Enablement

Is your team Rebound Ready? What can sales, customer success, and Enablement do to get there?

September 01, 2020 The Collaborator Season 1 Episode 47
Trust Enablement's Podcast - Coffee, Collaboration, and Enablement
Is your team Rebound Ready? What can sales, customer success, and Enablement do to get there?
Show Notes Transcript

What does it mean to be Rebound Ready?

Kristie Jones, Principal at the Sales Acceleration Group, will join The Collaborator to discuss what it takes to be Rebound Ready.

1️⃣ 65-70% of your clients are ready to give a reference but only 11% of sales reps ask for one.  Get your reps to ask for that reference.  Kristie shares tips on when to ask to maximize results.

2️⃣ The reasons why your sales ops team is more critical than ever right now.

3️⃣ The importance of regularly delivering value to keep deals moving.

4️⃣ How to uncover  if you are hiring the right sellers for your business.

Support the show

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everybody john moore the collaborator

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here today again and today

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i am with christy jones from the sales

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acceleration group

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christy welcome thank you so much i'm

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very excited to be here

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us too tell me a little bit about

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yourself and and you know what you're up

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to these days

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sure um i owe my own company started it

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four years ago

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after spending about 16 years as a sas

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sales leader

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um mostly uh say 50 privately owned the

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other 50

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vc backed so about four years ago i

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thought

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i could touch more founders and owners

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and help more people if i went out on my

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own so

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i spent a lot of time doing i say i do

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zero and i do broken

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and so i i i help a lot of founders who

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just sort of got series a funding or

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heavy seed round as i call it

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and help them you know build their sales

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team get their their

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tech stack together um so everything

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from you know

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hiring to tools to then putting the

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sales process and i say

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spend the most time doing top of the

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funnel work right so trying to make sure

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that we've got enough

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in the funnel to close some business

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very cool yeah that's going to be a lot

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of fun

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it is a lot of fun every day is a

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different day yeah awesome that's so

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cool

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now i reached out to you because i saw

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you were talking about being rebound

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ready

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yes and i played basketball in high

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school

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and i could rebound yes we're a five

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foot eight guy

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in height you're not bad you're not bad

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not

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impressive but not horrible what does it

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mean to be rebound ready

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and and talk to us a little bit more

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about that

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yeah i mean i think um you know we're

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six or so months into this right so

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you know when i first started talking

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rebound ready back in april may it

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meant things like you know you need to

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get your financial house in order

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you need to make any financial cuts that

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you can you need to

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pivot right so if that mean pivoting

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means amend a new industry

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um those type of things and even you

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know again even building out your

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you know a lot of founders who are

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building you know changing their road

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maps or building out the product or

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changing

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the product features and functionalities

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to fit something different

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um adding professional services so i

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think that you know initially

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you know securing your customers those

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type of things

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now that we're six months in rebound

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ready means something kind of different

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to me now

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instead of securing your customers i'm

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talking about helping your customers

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so helping your customers be successful

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which will in turn help you be

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successful so

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things like making common connections

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and introduction so really calling your

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customers and saying

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how can i be of help now because you may

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have made that call back in april may

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but how you can help now is probably

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very different than how you could help

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them

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i mean back you know back then maybe

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they wanted quarterly payments instead

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of annual payments

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but now now calling and saying how can i

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help means

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you know who can i put you in touch with

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maybe some of our clients could be your

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clients who would you like introductions

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to

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or um you know like what kind of

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information might we have

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do based on our industry association

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that we could share with you

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um i also think being rebound ready is

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looking for warmer leads

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than colder leads so again upsell

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cross-sell opportunities

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most clients that i work with and most

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companies i talk to don't have what i

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call a formal

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referral program and so do you have a

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formal referral strategy

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in place um and you know can statistics

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say that you know 65 to 70

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of your clients will be happy to make a

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referral or be a reference

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but only 11 of sales reps ask or have

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anything formal in place

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isn't that crazy christy i mean it's the

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easiest

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if you're doing your job it's the

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easiest money you can make

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oh it for sure for sure and it's the and

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but people think again fear of rejection

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is

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great and fear of rejection from

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somebody that you like

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or that you know closer is harder yeah

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and so

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you know i mean when you when you ask

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reps like why aren't you and they're

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like they're afraid to hear no but but

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statistics tell us you're only going to

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hear no 25

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time you're going to hear yes 75 percent

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of time

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um and what if they gave you three

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reference or you know made three

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referrals like

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you know so i think you know you could

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get away with not doing that before

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although to your point it was definitely

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working

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smarter not harder to do that um i also

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think

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relevant content so even now i'm trying

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to put together some content that maybe

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doesn't have anything directly to do

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with sales per se but maybe nuances so

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you might have put new content out back

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in april but maybe it's time to put

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different types of content out now

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no better way to figure out what content

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will be relevant than to survey your

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customers

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and ask them you know what information

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would be valuable to them

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um really simple statement and i'm sorry

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to cut you off again christy

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but we never ask our customers what they

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actually want from us

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i know isn't that all the time how can

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we help you what can we educate you on

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or

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tell you more about that as we just

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throw shit out there to be blunt

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well we think we think we're right right

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yeah yeah

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well of course we are of course yeah i

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think we're right right

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you know because we're because yeah

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because we're type a extroverted sales

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reps

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um and sales leaders so you know again

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that updated messaging updating content

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you know and then you know i still think

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looking at things like adding additional

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services like professional services so

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maybe some things that you've been

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giving away for free um you know what i

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call a light version

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maybe it's time to super size that

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version and charge for it i mean some of

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that stuff would be valuable as well

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how do you you know let me ask you a

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little bit if it's okay chrissy what i'm

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curious about is

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how do you going back to the referral

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yep

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how do you teach can you teach

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customer success and sellers depending

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on your organization

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to just have that conversation in a

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comfortable way even if you're not

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necessarily feeling

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you're worried about rejection to your

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point we all are i guess how do you

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train them to get over that

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because it feels uncomfortable yeah

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there are some tips and tricks here

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right so i mean one

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anytime you add value and you know that

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because your customer has told you that

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that's the time to ask for a referral

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that should be one of the most

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comfortable times because they just told

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you

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so milestones are things like they just

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went through implementation and i went

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famously with your implementation team

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and they want to let you know how much

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they appreciated the implementation team

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or you know they saved you know they

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saved their first hundred thousand

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dollars

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or they increase their revenue so

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anytime you hear

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value that's one secondly if you're

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doing nps surveys

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if they're a promoter meaning they

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scored eight nine or ten on

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the question are you mine are you

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willing you know willing to tell family

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and friends and co-workers

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and colleagues about me if you score

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eight night if they score eight out of

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ten they're they're already a promoter

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and they're already probably

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referring you but you're not following

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up because you don't know that they're

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referring you

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and even if they're not yet referring

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you they're telling you that they're

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willing to

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for sure um you know other good times

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would be at renewal right so again if

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you're a hunter and you have a customer

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success team you've handed that off to

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the customer success team

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but you need to make a little task note

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in your calendar that

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you know your former client 12 months

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ago or 24 months ago is up for renewal

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and you need to reach out to the

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customer success team or you know go

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into your

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crm system or all you know or the single

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source of truth

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and see did they renew if they renewed

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they're happy

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now is a good time so i think you can

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reduce your risk initially

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with those type of opportunities and

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then once you get more comfortable with

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it but

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but really it's just like hey it looks

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like you renewed i'm so glad

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tell me you know tell me about the

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successes you had the lat in the last

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year

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they tell you and then you go hey like i

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would love to help more customers like

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you

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get those same results who might i want

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to talk to about that

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i know it's so simple so it's really it

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is but i understand that it's

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uncomfortable but it's no more

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uncomfortable than

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i mean it was much harder to get the

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first sale oh my god yeah you had to go

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through

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procurement and 37 000

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ninja warriors or whatever you had to go

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through

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yeah so much harder the first time it's

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so much harder

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how do you know you gave some great

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ideas for people to think about to be

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rebound ready

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are you let's say this thing goes on

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another 12 months

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though christy hopefully it doesn't but

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let's say it does

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what do you if you look into your

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crystal ball into the future are there

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any things that you're thinking about

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well maybe as a next level down or next

0:08:23.360,0:08:26.080
level down

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start thinking about these things

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because you may have to pull this out of

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your magic hat

0:08:29.680,0:08:32.880
yeah initially i was saying you know i

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always have said to reps and the sales

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leaders i don't care if people work

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harder or they work smarter

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i think working smarter is more fun but

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i've seen plenty of reps out work

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their co-workers and make the same

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amount of money

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initially out of the box i said i think

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now's the time to work

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um smarter so being more targeted being

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more personalized and customized

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if it lasts in over 12 months you're

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going to have to do both you're going to

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have to work smarter and you're going to

0:08:55.760,0:08:59.120
have to work harder so it's going to the

0:08:57.279,0:08:59.839
law of averages are going to is going to

0:08:59.120,0:09:01.040
change

0:08:59.839,0:09:03.040
and you're also going to have to be more

0:09:01.040,0:09:05.680
targeted so you know i think

0:09:03.040,0:09:07.200
um for sales leaders if it really looks

0:09:05.680,0:09:08.320
like it's going to continue on

0:09:07.200,0:09:10.000
i think you have to look at those

0:09:08.320,0:09:10.320
revenue goals going into if you haven't

0:09:10.000,0:09:11.920
already

0:09:10.320,0:09:14.080
adjusted them for 2020 which you

0:09:11.920,0:09:16.399
probably have you know really being

0:09:14.080,0:09:18.320
realistic about what 2021 looks like

0:09:16.399,0:09:20.160
so readjusting the total team goal or

0:09:18.320,0:09:22.720
the revenue goal for the organization

0:09:20.160,0:09:24.000
that has to trickle down to the reps um

0:09:22.720,0:09:26.000
i've been suggesting that

0:09:24.000,0:09:28.480
that sales leaders have their rep create

0:09:26.000,0:09:30.880
a second half of the year business plan

0:09:28.480,0:09:32.720
so so really making sure that people are

0:09:30.880,0:09:34.080
being thoughtful about how am i going to

0:09:32.720,0:09:35.920
attack the second half of the year and

0:09:34.080,0:09:36.640
the number that goes along with it so

0:09:35.920,0:09:38.080
having the rep

0:09:36.640,0:09:40.000
actually create their own business plan

0:09:38.080,0:09:42.480
and present that to the sales leader

0:09:40.000,0:09:44.720
forcing them to really you know decide

0:09:42.480,0:09:48.000
work harder work smarter do both

0:09:44.720,0:09:50.000
and how and the how behind that um

0:09:48.000,0:09:51.760
the sales operations team is going to

0:09:50.000,0:09:52.640
become super critical if they haven't

0:09:51.760,0:09:55.200
already

0:09:52.640,0:09:56.640
so we need to have as much data as

0:09:55.200,0:09:58.080
humanly possible we need it in a

0:09:56.640,0:10:00.959
digestible manner

0:09:58.080,0:10:02.320
we need to know when trends are shifting

0:10:00.959,0:10:04.079
and we need to know like you know we

0:10:02.320,0:10:06.399
need leading indicators

0:10:04.079,0:10:07.760
more than ever before so what are you

0:10:06.399,0:10:10.160
know what are those for your

0:10:07.760,0:10:11.920
organization and your sales team you

0:10:10.160,0:10:13.600
know is your sales ops team you know a

0:10:11.920,0:10:15.200
do you have a sales ops team or maybe

0:10:13.600,0:10:16.240
this is the time to invest in someone

0:10:15.200,0:10:19.279
like that

0:10:16.240,0:10:22.000
because the icp from before

0:10:19.279,0:10:22.720
the personas from before the industries

0:10:22.000,0:10:25.680
from before

0:10:22.720,0:10:26.720
may not be what's working right now and

0:10:25.680,0:10:28.720
so

0:10:26.720,0:10:30.240
data data data like i'm all about the

0:10:28.720,0:10:32.320
data right now what you know

0:10:30.240,0:10:33.760
what subject lines are working how long

0:10:32.320,0:10:35.279
are things staying in stage two before

0:10:33.760,0:10:37.279
they move to stage three

0:10:35.279,0:10:38.959
is the person like is the persona

0:10:37.279,0:10:41.600
shifted to a different

0:10:38.959,0:10:42.880
um you know part of the organization so

0:10:41.600,0:10:44.000
i think you know

0:10:42.880,0:10:46.560
all of those things are going to be

0:10:44.000,0:10:51.040
really important so many

0:10:46.560,0:10:52.560
brilliant not complex

0:10:51.040,0:10:54.240
but not necessarily easy to implement

0:10:52.560,0:10:55.519
and do but they're but they're also not

0:10:54.240,0:10:57.120
that hard to do either if you're

0:10:55.519,0:10:57.760
thinking about and thoughtful about it

0:10:57.120,0:11:00.240
so

0:10:57.760,0:11:01.920
right really great advice christy yeah i

0:11:00.240,0:11:04.000
didn't ask you this beforehand

0:11:01.920,0:11:05.360
um in terms of the questions so i hope

0:11:04.000,0:11:07.200
this is okay too

0:11:05.360,0:11:10.000
but are you because what i'm seeing a

0:11:07.200,0:11:12.399
lot of with people i talk to is is

0:11:10.000,0:11:13.320
that deals haven't necessarily gone away

0:11:12.399,0:11:15.680
they just

0:11:13.320,0:11:17.920
dramatically slowed up because

0:11:15.680,0:11:20.079
everybody's locked in their budgets

0:11:17.920,0:11:21.279
in terms of being rebound ready are some

0:11:20.079,0:11:22.160
of the things you already talked about

0:11:21.279,0:11:24.800
really good

0:11:22.160,0:11:25.920
actions to take to be ready when budgets

0:11:24.800,0:11:28.079
do open up again

0:11:25.920,0:11:29.600
hopefully yeah yes and no and i said i'm

0:11:28.079,0:11:32.079
calling it the nurture plan

0:11:29.600,0:11:33.200
right so a so one of the things so one

0:11:32.079,0:11:34.720
of the things i'm saying to sales

0:11:33.200,0:11:36.959
leaders that's not super popular with

0:11:34.720,0:11:40.240
the sales rep so i apologize in advance

0:11:36.959,0:11:41.920
is stalled is not a stage so

0:11:40.240,0:11:45.040
you know if you've had no two-way

0:11:41.920,0:11:48.160
communication with your prospect

0:11:45.040,0:11:49.279
in the last 30 45 60 days that's a

0:11:48.160,0:11:51.680
stalled deal

0:11:49.279,0:11:53.040
which which which in my mind still is

0:11:51.680,0:11:54.480
not a stage so that's what we call

0:11:53.040,0:11:56.639
closed lost

0:11:54.480,0:11:58.480
um and so you have to be realistic like

0:11:56.639,0:12:00.000
there's no point like i work really hard

0:11:58.480,0:12:01.680
with my sales leaders to make sure that

0:12:00.000,0:12:03.360
their funnel's not a fantasy is my other

0:12:01.680,0:12:05.760
favorite catchphrase for today

0:12:03.360,0:12:07.200
so if your funnel is not a fantasy that

0:12:05.760,0:12:08.160
means that everything in there is moving

0:12:07.200,0:12:10.880
forward now

0:12:08.160,0:12:11.680
is it moving forward at a slower pace to

0:12:10.880,0:12:13.920
your point

0:12:11.680,0:12:16.079
yes but then what's your nurture plan in

0:12:13.920,0:12:16.720
between so let's say stages two to three

0:12:16.079,0:12:20.240
used to be

0:12:16.720,0:12:21.920
30 days and now it's 60. well

0:12:20.240,0:12:23.680
you have to touch them at the 30-day

0:12:21.920,0:12:24.160
mark right you like whatever we can do

0:12:23.680,0:12:26.639
to create

0:12:24.160,0:12:28.079
some sense of urgency so you know does

0:12:26.639,0:12:30.000
your marketing department

0:12:28.079,0:12:31.760
you know have webinars that they're

0:12:30.000,0:12:32.959
doing is there a monthly newsletter you

0:12:31.760,0:12:34.480
can put them on that you would like

0:12:32.959,0:12:36.399
maybe normally do that after they became

0:12:34.480,0:12:37.600
a customer but now we're going to do

0:12:36.399,0:12:39.200
that sooner so

0:12:37.600,0:12:40.639
and what about just you know again what

0:12:39.200,0:12:43.279
about google alerts

0:12:40.639,0:12:44.800
for the company like you know before you

0:12:43.279,0:12:46.480
everything was moving every 30 days to a

0:12:44.800,0:12:47.279
new stage and so everybody felt great

0:12:46.480,0:12:49.680
about it

0:12:47.279,0:12:51.440
but but if you saw in the if you saw on

0:12:49.680,0:12:52.720
a google alert that something happened

0:12:51.440,0:12:53.920
at the company that you think is going

0:12:52.720,0:12:55.440
to impact your deal

0:12:53.920,0:12:57.519
in a positive way and or maybe a

0:12:55.440,0:12:59.440
negative way are we reaching out and

0:12:57.519,0:13:01.279
saying hey i saw this

0:12:59.440,0:13:02.720
you know i have another customer in that

0:13:01.279,0:13:04.800
same situation

0:13:02.720,0:13:06.639
again helpful let me put you two

0:13:04.800,0:13:08.959
together would that be helpful

0:13:06.639,0:13:10.480
value value value value value value

0:13:08.959,0:13:12.079
value right so i think

0:13:10.480,0:13:14.560
you know what i'm saying it's the sales

0:13:12.079,0:13:15.680
leaders is you've changed the quota you

0:13:14.560,0:13:16.800
know you've changed the number you've

0:13:15.680,0:13:18.320
changed the quota

0:13:16.800,0:13:20.000
but then you stopped holding them

0:13:18.320,0:13:23.200
accountable because you felt bad

0:13:20.000,0:13:24.800
for them and i'm and i mean god love you

0:13:23.200,0:13:25.680
but that's not a good that's not a good

0:13:24.800,0:13:27.279
strategy so

0:13:25.680,0:13:28.560
we need to still hold people accountable

0:13:27.279,0:13:29.920
people need to know what's expected of

0:13:28.560,0:13:30.959
them i think one of the most

0:13:29.920,0:13:32.720
i think one of the most challenging

0:13:30.959,0:13:33.279
things that sales reps have experienced

0:13:32.720,0:13:34.720
was

0:13:33.279,0:13:36.639
i mean when you see again like how many

0:13:34.720,0:13:38.959
surveys have we seen from either

0:13:36.639,0:13:40.240
you know sales hacker or the bridge

0:13:38.959,0:13:42.320
group or whatever

0:13:40.240,0:13:43.839
where sales rep says i i don't know if

0:13:42.320,0:13:45.120
my quote is changing

0:13:43.839,0:13:47.120
i don't really know which means you

0:13:45.120,0:13:48.560
don't know what's expected of you and so

0:13:47.120,0:13:49.839
how can you celebrate how do you know

0:13:48.560,0:13:50.160
when to celebrate if you don't know

0:13:49.839,0:13:51.360
what's

0:13:50.160,0:13:53.440
how do you know if you had a good day or

0:13:51.360,0:13:54.560
a bad day at the office in the home

0:13:53.440,0:13:56.320
office

0:13:54.560,0:13:57.279
if if no one has sat down and gone

0:13:56.320,0:13:58.720
through expectations and

0:13:57.279,0:14:00.399
accountabilities with you which should

0:13:58.720,0:14:01.920
have changed by the way

0:14:00.399,0:14:03.120
and so i said this you know and sales

0:14:01.920,0:14:04.320
leaders here's what here's like a

0:14:03.120,0:14:05.680
psychological thing that got real

0:14:04.320,0:14:07.440
interesting with me

0:14:05.680,0:14:09.360
sales leaders got closer to their

0:14:07.440,0:14:10.959
employees right

0:14:09.360,0:14:12.160
because my child's coming in the door

0:14:10.959,0:14:14.160
and i get to see a child that i never

0:14:12.160,0:14:16.320
saw before the dogs barking or

0:14:14.160,0:14:17.760
whatever like like i'm seeing i'm seeing

0:14:16.320,0:14:19.279
something at the home office or the home

0:14:17.760,0:14:20.720
that i didn't see before so

0:14:19.279,0:14:22.240
people now know more about their

0:14:20.720,0:14:22.800
employees than ever before which has

0:14:22.240,0:14:25.120
made them

0:14:22.800,0:14:26.000
closer you know more everybody's made

0:14:25.120,0:14:27.519
more human

0:14:26.000,0:14:28.560
and they're like well it's just more

0:14:27.519,0:14:30.160
uncomfortable to have those

0:14:28.560,0:14:30.560
accountability conversations and i was

0:14:30.160,0:14:32.240
like

0:14:30.560,0:14:33.680
but you're not doing anybody any good

0:14:32.240,0:14:35.040
because for real

0:14:33.680,0:14:36.560
how do they know when they had a good

0:14:35.040,0:14:37.040
day at the office how do they know you

0:14:36.560,0:14:38.639
know i mean

0:14:37.040,0:14:40.000
the worst case scenario is you come four

0:14:38.639,0:14:41.839
weeks from now or four months from now

0:14:40.000,0:14:43.120
and you say you weren't doing your job

0:14:41.839,0:14:44.800
and i'm like well how would i have known

0:14:43.120,0:14:45.760
that you didn't tell me that i wasn't

0:14:44.800,0:14:47.920
doing my job

0:14:45.760,0:14:50.240
i think the humanization of everybody is

0:14:47.920,0:14:52.320
a great thing that's come out of covid

0:14:50.240,0:14:54.399
yes that doesn't mean you have the right

0:14:52.320,0:14:56.240
to cede your responsibilities to the

0:14:54.399,0:14:58.399
organization and to the individual to

0:14:56.240,0:15:00.720
your appointment christie that's right

0:14:58.399,0:15:02.399
really good you know megan was asking uh

0:15:00.720,0:15:03.160
in chat she was like are you seeing a

0:15:02.399,0:15:06.480
lot of

0:15:03.160,0:15:09.839
unexpectedly stalled deals stalled

0:15:06.480,0:15:12.959
deals there's she's seeing a lot more

0:15:09.839,0:15:14.959
i i think we're all seeing more stalled

0:15:12.959,0:15:15.600
deals in terms of certainly slowing way

0:15:14.959,0:15:17.120
down

0:15:15.600,0:15:18.560
and maybe never coming back to your

0:15:17.120,0:15:19.360
point it's not a separate stage in the

0:15:18.560,0:15:21.680
funnel

0:15:19.360,0:15:22.480
um are you seeing the same thing i'm not

0:15:21.680,0:15:24.160
seeing a ton of

0:15:22.480,0:15:25.920
so i would say to megan the word

0:15:24.160,0:15:26.639
unexpected obviously was the emphasis

0:15:25.920,0:15:28.079
there right

0:15:26.639,0:15:30.079
yeah and i would say it shouldn't be

0:15:28.079,0:15:31.839
unexpected right because

0:15:30.079,0:15:33.120
if you're doing a good discovery and

0:15:31.839,0:15:34.800
you're and you're asking them what i

0:15:33.120,0:15:36.480
call the scary questions like

0:15:34.800,0:15:38.639
hey john what could keep this deal from

0:15:36.480,0:15:40.000
going through even if it takes longer to

0:15:38.639,0:15:41.920
push through

0:15:40.000,0:15:43.360
what things might be stopping it that

0:15:41.920,0:15:45.680
wouldn't have stopped it like

0:15:43.360,0:15:47.360
it's a different set of roadblocks now

0:15:45.680,0:15:49.519
than there were before

0:15:47.360,0:15:50.800
but you may not know that like you know

0:15:49.519,0:15:54.240
like like you know

0:15:50.800,0:15:55.680
we lost our biggest customer right or

0:15:54.240,0:15:57.600
you know when i said to people i go

0:15:55.680,0:15:59.120
that's why you can't go 60 days without

0:15:57.600,0:16:01.759
two-way communication

0:15:59.120,0:16:03.360
because stuff is happening like as fast

0:16:01.759,0:16:04.480
as stuff is happening at your company

0:16:03.360,0:16:06.399
it's not happening any differently in

0:16:04.480,0:16:08.160
anybody else's company so like

0:16:06.399,0:16:09.519
going 60 days and then going so what's

0:16:08.160,0:16:13.199
new john

0:16:09.519,0:16:15.120
like like like a lot john may

0:16:13.199,0:16:17.040
be working there so and john may not

0:16:15.120,0:16:19.199
even be there anymore right and so

0:16:17.040,0:16:20.560
you know i i i'm putting together a

0:16:19.199,0:16:21.040
prospecting course for udemy for

0:16:20.560,0:16:22.800
business

0:16:21.040,0:16:24.160
and i put in there one of the hardest of

0:16:22.800,0:16:25.759
things that happens you know in the

0:16:24.160,0:16:27.680
middle of the sales cycle is

0:16:25.759,0:16:28.880
you they the boss or that your contact

0:16:27.680,0:16:30.800
gets new boss

0:16:28.880,0:16:32.800
right completely unexpected out of the

0:16:30.800,0:16:34.560
blue and the boss wants to review

0:16:32.800,0:16:36.399
everything that's going on and so all of

0:16:34.560,0:16:38.160
a sudden everything came to a halt well

0:16:36.399,0:16:39.440
those kind of things are happening now

0:16:38.160,0:16:41.440
it's not maybe and

0:16:39.440,0:16:43.199
maybe the boss is gone but other

0:16:41.440,0:16:45.279
unexpected things are happening

0:16:43.199,0:16:46.240
but i would say to you if you understood

0:16:45.279,0:16:48.079
those kind of things

0:16:46.240,0:16:49.680
early on in discovery and by the way

0:16:48.079,0:16:52.720
again discoveries

0:16:49.680,0:16:53.759
is not an event it's a process thank you

0:16:52.720,0:16:55.360
i'm glad you said that

0:16:53.759,0:16:56.720
it's because that's an important point

0:16:55.360,0:16:57.839
so you can ask that question at the

0:16:56.720,0:16:59.279
beginning of the sale cycle what might

0:16:57.839,0:17:00.800
keep this from happening

0:16:59.279,0:17:02.000
but you have to keep asking that

0:17:00.800,0:17:02.959
question because what could keep this

0:17:02.000,0:17:05.679
from happening

0:17:02.959,0:17:06.480
could change on a 30-day cycle right

0:17:05.679,0:17:08.079
exactly

0:17:06.480,0:17:09.360
so i think that's why i said like i

0:17:08.079,0:17:11.120
think people have to work harder and

0:17:09.360,0:17:12.480
smarter right now because

0:17:11.120,0:17:13.919
where you always maybe had to ask that

0:17:12.480,0:17:14.799
question one or two times you have to

0:17:13.919,0:17:16.640
question that question

0:17:14.799,0:17:18.319
every time now you have to you you have

0:17:16.640,0:17:19.600
to do things a little differently than

0:17:18.319,0:17:21.919
i always say the old playbook isn't

0:17:19.600,0:17:24.319
working anymore but you've got to ask

0:17:21.919,0:17:25.280
more questions more often and p.s you

0:17:24.319,0:17:27.120
have to repeat yourself you're going to

0:17:25.280,0:17:29.360
ask the same question more often

0:17:27.120,0:17:30.640
yeah because and i really do like that

0:17:29.360,0:17:32.160
christy because if

0:17:30.640,0:17:33.760
depending on the length of the sales

0:17:32.160,0:17:35.280
cycles for the customer you're trying to

0:17:33.760,0:17:36.400
sell into or the prospect you're trying

0:17:35.280,0:17:38.480
to sell into

0:17:36.400,0:17:41.679
they may be aware month in and month

0:17:38.480,0:17:41.679
down about how much they're

0:17:42.720,0:17:46.640
targeting their priorities are likely

0:17:45.039,0:17:48.880
changing very fast

0:17:46.640,0:17:49.919
and your objections therefore or your

0:17:48.880,0:17:52.160
challenges are

0:17:49.919,0:17:53.200
just as fast i love i love love love

0:17:52.160,0:17:56.320
that you know

0:17:53.200,0:17:57.840
i'm going to shift slightly on you

0:17:56.320,0:17:59.440
i one of the things that intrigued me is

0:17:57.840,0:18:02.640
that you've helped

0:17:59.440,0:18:04.880
businesses you work with higher sdrs yes

0:18:02.640,0:18:05.919
and what really intrigued me there was

0:18:04.880,0:18:07.840
the sdr

0:18:05.919,0:18:10.240
to me is sort of the foundational

0:18:07.840,0:18:12.400
element of your sales team

0:18:10.240,0:18:13.360
and i exaggerate maybe but you know it's

0:18:12.400,0:18:16.480
really where things

0:18:13.360,0:18:19.039
either started off well or badly what do

0:18:16.480,0:18:21.520
you look for in terms of finding a great

0:18:19.039,0:18:22.160
sdr you know what what do you recommend

0:18:21.520,0:18:24.720
people

0:18:22.160,0:18:26.320
what do you look for yeah um i'm going

0:18:24.720,0:18:28.640
to give a very unpopular answer

0:18:26.320,0:18:29.760
i don't affectionately hire kids out of

0:18:28.640,0:18:32.160
college

0:18:29.760,0:18:33.520
um i like kids to have had one or you

0:18:32.160,0:18:35.120
know people have people coming out of

0:18:33.520,0:18:37.039
college i like them to have 12 months of

0:18:35.120,0:18:38.799
something else under their belt

0:18:37.039,0:18:40.240
um because i hear a lot of things like

0:18:38.799,0:18:41.840
well my uncle said i would be great at

0:18:40.240,0:18:42.559
sales or i'm really good at talking to

0:18:41.840,0:18:44.799
people

0:18:42.559,0:18:46.160
but if you've never made 60 outbound

0:18:44.799,0:18:48.799
calls

0:18:46.160,0:18:50.080
or you know sent 100 emails or did

0:18:48.799,0:18:51.360
linkedin messages like

0:18:50.080,0:18:53.360
you really don't know that you're going

0:18:51.360,0:18:55.039
to like that or not so i'd like

0:18:53.360,0:18:56.960
them to have at least a year or so

0:18:55.039,0:18:58.480
experience doing something else

0:18:56.960,0:19:01.440
so at least they have at least a short

0:18:58.480,0:19:03.600
list of what i don't like

0:19:01.440,0:19:04.480
um i i interviewed an sdr for a client

0:19:03.600,0:19:06.720
up in madison

0:19:04.480,0:19:08.840
a week or so ago and he said i'm just

0:19:06.720,0:19:10.559
not sure that i want to rely on

0:19:08.840,0:19:14.160
commission and i go

0:19:10.559,0:19:15.600
uh okay so like you know we had to stop

0:19:14.160,0:19:16.240
the conversation at that point and i had

0:19:15.600,0:19:18.160
to have like

0:19:16.240,0:19:20.000
i called my mommy speech and i'm like

0:19:18.160,0:19:21.600
okay so let's talk about

0:19:20.000,0:19:22.799
let's talk about that just a second

0:19:21.600,0:19:24.559
because we want you to be happy coming

0:19:22.799,0:19:26.160
to work every day but there were two

0:19:24.559,0:19:27.440
things he said that got my attention

0:19:26.160,0:19:28.559
one of them is i don't want to pitch a

0:19:27.440,0:19:29.520
product and the other one was i'm not

0:19:28.559,0:19:30.320
sure i want to make a living on

0:19:29.520,0:19:32.080
commission

0:19:30.320,0:19:33.760
or have my income tied to commission

0:19:32.080,0:19:35.039
well you don't want this job

0:19:33.760,0:19:37.440
you don't want this job right i mean you

0:19:35.039,0:19:38.799
don't want this job and and he had some

0:19:37.440,0:19:39.760
life experience and business he had

0:19:38.799,0:19:42.880
business acumen he

0:19:39.760,0:19:44.240
he'd actually worked for seven years um

0:19:42.880,0:19:45.520
and decided he wanted to make a pivot

0:19:44.240,0:19:46.880
but we had to have a really serious

0:19:45.520,0:19:49.039
conversation so

0:19:46.880,0:19:50.160
i first so first and foremost i would

0:19:49.039,0:19:51.360
prefer that we have

0:19:50.160,0:19:52.880
that we give them an opportunity to get

0:19:51.360,0:19:54.000
some business acumen so that they start

0:19:52.880,0:19:55.760
to shortlist

0:19:54.000,0:19:57.200
what what what i did like about the last

0:19:55.760,0:19:59.039
job and what i didn't like so we can

0:19:57.200,0:20:01.280
start to have that conversation

0:19:59.039,0:20:03.200
um i read a book called grit if you

0:20:01.280,0:20:05.440
haven't read it it's an awesome book

0:20:03.200,0:20:07.200
but to some extent like i told a client

0:20:05.440,0:20:08.400
the other day she mishired an str and

0:20:07.200,0:20:09.280
then she called me to help fix the

0:20:08.400,0:20:12.400
problem

0:20:09.280,0:20:14.000
and i said you misheard your sdr and

0:20:12.400,0:20:16.400
she goes well how did i know that and i

0:20:14.000,0:20:18.400
said there were clues along the way

0:20:16.400,0:20:20.720
but the bottom line is like you can't

0:20:18.400,0:20:23.760
like gritty is important i said the sdr

0:20:20.720,0:20:25.520
is the hardest job in the sales umbrella

0:20:23.760,0:20:27.919
and she goes i didn't realize that and i

0:20:25.520,0:20:30.080
said right because you've never done it

0:20:27.919,0:20:31.679
um and god love you for being a very

0:20:30.080,0:20:34.400
very successful founder

0:20:31.679,0:20:35.679
but i said no i said you could you could

0:20:34.400,0:20:38.240
you could get 60

0:20:35.679,0:20:40.080
of the chances of getting an ae right or

0:20:38.240,0:20:41.280
customer success right before you'd ever

0:20:40.080,0:20:43.520
get the sdr point

0:20:41.280,0:20:45.440
right and it's because they are younger

0:20:43.520,0:20:46.720
they have less experience

0:20:45.440,0:20:47.919
they've never done anything this is a

0:20:46.720,0:20:49.280
very unique job that they haven't

0:20:47.919,0:20:50.880
probably done before so

0:20:49.280,0:20:53.039
i always say like they also have to be a

0:20:50.880,0:20:54.000
little gritty so i mean i ask interview

0:20:53.039,0:20:55.600
questions like

0:20:54.000,0:20:57.840
tell me about your last professional

0:20:55.600,0:20:59.600
failure and how to do

0:20:57.840,0:21:01.360
right i'm looking for bounce back right

0:20:59.600,0:21:03.120
and so and i tell and

0:21:01.360,0:21:04.400
then i try to educate people too so i

0:21:03.120,0:21:05.760
say to them hey

0:21:04.400,0:21:07.679
i need you i'm looking for people who

0:21:05.760,0:21:10.880
are more willow than oak

0:21:07.679,0:21:12.400
and they go huh and i said well 100 100

0:21:10.880,0:21:15.120
miles an hour wind comes through

0:21:12.400,0:21:16.799
an oak is going to be uprooted but a

0:21:15.120,0:21:19.760
willow will still be standing

0:21:16.799,0:21:22.080
exactly and so i need people because sdr

0:21:19.760,0:21:23.679
team is all about beta testing right

0:21:22.080,0:21:25.200
new messaging new strategies like you

0:21:23.679,0:21:26.400
know sometimes you got it nailed as

0:21:25.200,0:21:28.240
you know sometimes this company gets

0:21:26.400,0:21:29.039
older more mature they get it nailed but

0:21:28.240,0:21:31.280
a lot of times

0:21:29.039,0:21:32.400
it's it's constant beta testing right

0:21:31.280,0:21:33.200
trying something that the new

0:21:32.400,0:21:37.039
subscription

0:21:33.200,0:21:39.840
you're gonna fail every day many times

0:21:37.039,0:21:40.240
right yep right and you also have to be

0:21:39.840,0:21:42.720
a has

0:21:40.240,0:21:44.159
a ha a glass half full person right you

0:21:42.720,0:21:45.760
have to have a positive attitude and you

0:21:44.159,0:21:47.840
have to know that it's not personal

0:21:45.760,0:21:49.679
you know so you have to be able to go ah

0:21:47.840,0:21:52.240
like not a good fit not personal

0:21:49.679,0:21:54.960
next so i mean there's a lot of like

0:21:52.240,0:21:56.159
intrinsic behaviors that i look for

0:21:54.960,0:21:57.600
you know and i do a lot of behavioral

0:21:56.159,0:21:59.039
based interviewing and even if they

0:21:57.600,0:22:01.120
haven't maybe had that experience at the

0:21:59.039,0:22:02.960
last company i go back to like

0:22:01.120,0:22:04.400
projects in schools sports that you may

0:22:02.960,0:22:05.919
have played why are you

0:22:04.400,0:22:08.720
thinking that christy i was thinking if

0:22:05.919,0:22:11.760
you were a hockey or soccer goalie

0:22:08.720,0:22:14.960
yep perfect mentality yup

0:22:11.760,0:22:16.000
gonna go buy next yep yeah i mean

0:22:14.960,0:22:17.600
anything like if you were

0:22:16.000,0:22:19.120
like if you worked your way through

0:22:17.600,0:22:20.799
college right

0:22:19.120,0:22:22.480
you balanced you balanced your work your

0:22:20.799,0:22:23.760
work in professional life you've

0:22:22.480,0:22:25.039
prioritized

0:22:23.760,0:22:27.039
you know how to do all that so i mean

0:22:25.039,0:22:28.880
i'm looking for i'm looking for kind of

0:22:27.039,0:22:31.120
like personal behavioral traits if you

0:22:28.880,0:22:32.720
will because i very rarely

0:22:31.120,0:22:34.320
and very rarely hire somebody who said

0:22:32.720,0:22:34.960
oh yeah i was just an sdr at the last

0:22:34.320,0:22:37.360
company for

0:22:34.960,0:22:38.960
15 months because honestly you can only

0:22:37.360,0:22:40.400
do it for 15 months before you're ready

0:22:38.960,0:22:42.720
to hurt someone

0:22:40.400,0:22:44.000
so you know like it's very rare that

0:22:42.720,0:22:45.360
somebody shows up and says oh yeah i've

0:22:44.000,0:22:46.960
been doing that for two years how about

0:22:45.360,0:22:48.320
another how about another two years that

0:22:46.960,0:22:51.679
sounds great

0:22:48.320,0:22:53.679
i know it's it's really the extreme

0:22:51.679,0:22:55.919
exception to find something like that

0:22:53.679,0:22:57.520
yeah let me ask you this because i i

0:22:55.919,0:22:59.120
thought this was intriguing about your

0:22:57.520,0:23:01.360
background too if i may

0:22:59.120,0:23:02.159
you're a sales mentor at capital

0:23:01.360,0:23:06.159
innovators

0:23:02.159,0:23:07.760
yup what the heck does that mean

0:23:06.159,0:23:09.360
i'm also a salesman toward another

0:23:07.760,0:23:10.400
organization here in st louis called

0:23:09.360,0:23:11.919
i-10

0:23:10.400,0:23:14.080
and both organizations are somewhat

0:23:11.919,0:23:15.280
similar capital innovators is an

0:23:14.080,0:23:17.679
accelerator

0:23:15.280,0:23:19.200
where it literally i say helps them take

0:23:17.679,0:23:20.080
companies out of the garage or the

0:23:19.200,0:23:21.520
basement

0:23:20.080,0:23:23.919
and gives them workspace and an

0:23:21.520,0:23:26.799
eight-week boot camp and mentors like me

0:23:23.919,0:23:28.159
so normally first-time entrepreneurs

0:23:26.799,0:23:29.520
they give them some funding

0:23:28.159,0:23:32.000
but more importantly they give them this

0:23:29.520,0:23:33.760
eight-week boot camp and so i come in

0:23:32.000,0:23:35.520
at a certain week and i spend time with

0:23:33.760,0:23:37.039
the founders and other team members

0:23:35.520,0:23:39.200
and really work through again sales

0:23:37.039,0:23:41.120
strategy sales process

0:23:39.200,0:23:43.200
um and then i do the same thing i ten is

0:23:41.120,0:23:44.080
a non-profit organization that does the

0:23:43.200,0:23:46.880
same thing

0:23:44.080,0:23:48.080
helps very early stage startups and and

0:23:46.880,0:23:50.720
i am also the go-to

0:23:48.080,0:23:52.240
for all things sales there as well so

0:23:50.720,0:23:52.559
you know it's my way of giving back but

0:23:52.240,0:23:55.039
it's

0:23:52.559,0:23:56.400
you know again there this is like this

0:23:55.039,0:23:57.520
is getting them at super early stages

0:23:56.400,0:23:58.720
like you know these companies couldn't

0:23:57.520,0:24:01.200
afford to hire me

0:23:58.720,0:24:03.039
but they still need help and so i i give

0:24:01.200,0:24:04.559
up my time in both organizations to make

0:24:03.039,0:24:05.760
sure that they get off on the right foot

0:24:04.559,0:24:08.000
i was going to say that sounds like a

0:24:05.760,0:24:09.600
lot of fun too like a lot of fun

0:24:08.000,0:24:10.720
oh yeah yeah it is a lot but in there

0:24:09.600,0:24:11.279
and they're a big group right so they

0:24:10.720,0:24:13.679
come in kind of

0:24:11.279,0:24:15.600
as a class and so they rely on you know

0:24:13.679,0:24:17.279
so so they're hanging together again but

0:24:15.600,0:24:18.080
pre-covered they literally had office

0:24:17.279,0:24:20.720
space in the same

0:24:18.080,0:24:22.320
area but they but again like so there's

0:24:20.720,0:24:23.360
normally about eight companies or so at

0:24:22.320,0:24:25.360
any given time

0:24:23.360,0:24:26.240
with capital innovators and they so

0:24:25.360,0:24:27.440
again like they're their biggest

0:24:26.240,0:24:29.039
cheerleaders of each other right you've

0:24:27.440,0:24:30.000
got a built-in support system you've got

0:24:29.039,0:24:31.919
the company you know

0:24:30.000,0:24:33.200
itself you've got all kinds like in like

0:24:31.919,0:24:34.799
i'm just not the only mentor there's a

0:24:33.200,0:24:35.840
marketing mentor there's financial

0:24:34.799,0:24:37.039
there's legal

0:24:35.840,0:24:38.400
you know so you're getting like every

0:24:37.039,0:24:40.000
kind of department that you might need

0:24:38.400,0:24:41.360
and you're getting free advice from all

0:24:40.000,0:24:42.720
these individuals

0:24:41.360,0:24:44.159
um as you're as you're going through the

0:24:42.720,0:24:44.960
most important parts of building your

0:24:44.159,0:24:46.880
company

0:24:44.960,0:24:49.039
extremely valuable extremely valuable

0:24:46.880,0:24:51.600
and gotta be a lot of fun like i said

0:24:49.039,0:24:53.039
um we're almost to the 30 minute mark so

0:24:51.600,0:24:55.200
i could be close to 30

0:24:53.039,0:24:56.640
uh and not go much over what have i

0:24:55.200,0:24:58.559
failed to ask you about that i should

0:24:56.640,0:25:01.919
have asked you about

0:24:58.559,0:25:03.440
anything um i do think i just

0:25:01.919,0:25:05.360
i would say to people like it's more

0:25:03.440,0:25:07.279
important ever than to hire the right

0:25:05.360,0:25:09.120
people and the right team so again there

0:25:07.279,0:25:10.320
i i've been telling my founders hey

0:25:09.120,0:25:10.960
there are eight players that have been

0:25:10.320,0:25:13.600
laid off

0:25:10.960,0:25:15.200
for no fault of their own so if you want

0:25:13.600,0:25:16.559
to either top grade your team or add

0:25:15.200,0:25:18.080
somebody to your team

0:25:16.559,0:25:19.679
that might make a big difference like i

0:25:18.080,0:25:20.080
think founders are they're like that's

0:25:19.679,0:25:21.200
more

0:25:20.080,0:25:23.120
you know that's more cost that's more

0:25:21.200,0:25:24.559
cost it's not

0:25:23.120,0:25:26.400
i mean it's not if they bring in a half

0:25:24.559,0:25:28.080
million dollars in the first year

0:25:26.400,0:25:29.600
so i mean to me it's investment so i

0:25:28.080,0:25:30.880
think sometimes i would say

0:25:29.600,0:25:32.720
don't over you know i know you're doing

0:25:30.880,0:25:34.240
cost cutting to some extent but

0:25:32.720,0:25:36.080
what if you could make one investment

0:25:34.240,0:25:36.640
that would give you a half a million

0:25:36.080,0:25:39.919
dollar

0:25:36.640,0:25:41.919
you know dividend a return on investment

0:25:39.919,0:25:44.799
i also think right now sales leaders

0:25:41.919,0:25:47.679
need to be celebrating every single win

0:25:44.799,0:25:49.120
no matter how small or how big like we

0:25:47.679,0:25:50.000
need to celebrate everything like you

0:25:49.120,0:25:51.840
know i was just on the phone with

0:25:50.000,0:25:53.919
another client madison this morning

0:25:51.840,0:25:55.279
and he said you know my you know the rep

0:25:53.919,0:25:56.240
sold two big deals last month or

0:25:55.279,0:25:58.000
whatever and i said

0:25:56.240,0:25:59.520
will this be your biggest month ever

0:25:58.000,0:26:00.720
this year and he goes i'm not sure i got

0:25:59.520,0:26:01.600
a check and i said you need to know

0:26:00.720,0:26:02.320
because this is the last day of the

0:26:01.600,0:26:04.080
month

0:26:02.320,0:26:05.679
and even if it isn't we need to

0:26:04.080,0:26:07.279
celebrate we might celebrate bigger if

0:26:05.679,0:26:08.240
it's the best month you've had so far

0:26:07.279,0:26:09.520
for the year because that would be a

0:26:08.240,0:26:11.760
huge accomplishment

0:26:09.520,0:26:13.600
but i said you know that may be close to

0:26:11.760,0:26:15.200
her personal best and in covid

0:26:13.600,0:26:16.799
that may be like selling twice as much

0:26:15.200,0:26:19.120
as she would normally sell right

0:26:16.799,0:26:19.919
really well said so you know like we

0:26:19.120,0:26:21.919
need again it's

0:26:19.919,0:26:23.520
in everybody's worn out a little bit i'm

0:26:21.919,0:26:25.440
starting to have a lot of

0:26:23.520,0:26:26.960
talk with founders and sales leaders

0:26:25.440,0:26:28.559
about burnout

0:26:26.960,0:26:31.120
and so the other thing i would say kind

0:26:28.559,0:26:34.000
of as a as something to think about is

0:26:31.120,0:26:35.440
um employees in general not just sales

0:26:34.000,0:26:37.200
reps but employees in general are having

0:26:35.440,0:26:39.039
trouble figuring out when to shut down

0:26:37.200,0:26:40.240
at night and the reason they're having

0:26:39.039,0:26:42.080
trouble shutting down at night is

0:26:40.240,0:26:43.600
because the leaders aren't shutting down

0:26:42.080,0:26:45.440
and so when you get an email at nine

0:26:43.600,0:26:46.799
o'clock they feel compelled to respond

0:26:45.440,0:26:48.320
whereas before if you were in the office

0:26:46.799,0:26:50.240
that may never have happened

0:26:48.320,0:26:51.440
so i would implore sales leaders and

0:26:50.240,0:26:53.760
leaders in general

0:26:51.440,0:26:55.200
please shut down at six o'clock you know

0:26:53.760,0:26:57.120
of your time zone

0:26:55.200,0:26:58.480
and don't you know and don't put your

0:26:57.120,0:27:00.080
employees in a position to feel like

0:26:58.480,0:27:01.279
they have to work throughout the night

0:27:00.080,0:27:02.880
you know now we're going we're getting

0:27:01.279,0:27:03.760
that back-to-school homeschool thing

0:27:02.880,0:27:05.279
going again

0:27:03.760,0:27:06.799
so the stress level is just that much

0:27:05.279,0:27:09.039
higher right now so

0:27:06.799,0:27:10.799
please like please like have have no

0:27:09.039,0:27:15.039
have non-office hours

0:27:10.799,0:27:16.640
between you know 6 00 p.m and 8 a.m

0:27:15.039,0:27:18.480
that's really good and i would say i

0:27:16.640,0:27:20.240
might caveat it even christy

0:27:18.480,0:27:21.760
if you're a sales leader that can't shut

0:27:20.240,0:27:24.159
down at least don't send that

0:27:21.760,0:27:25.200
email don't hit the send button right

0:27:24.159,0:27:28.000
put it in drafts

0:27:25.200,0:27:29.200
send it in the morning yep don't hit the

0:27:28.000,0:27:31.600
send button

0:27:29.200,0:27:32.399
i mean i'm the kind of person and this

0:27:31.600,0:27:35.760
is bad

0:27:32.399,0:27:37.919
i will work 24 7. yeah but

0:27:35.760,0:27:41.360
it's in our it's in a lot of our dna but

0:27:37.919,0:27:41.360
exactly don't send the email

0:27:41.440,0:27:44.399
yeah don't do that people i mean

0:27:42.799,0:27:46.480
people's stress level isn't what it was

0:27:44.399,0:27:48.240
back in february and so you're adding

0:27:46.480,0:27:49.679
additional stress to them

0:27:48.240,0:27:51.840
and i read an article recently the

0:27:49.679,0:27:52.559
average american is working three hours

0:27:51.840,0:27:55.279
more a week

0:27:52.559,0:27:57.279
than they were pre-covered so add that i

0:27:55.279,0:27:58.880
mean add that up that's 12 hours a month

0:27:57.279,0:28:01.200
times six months already

0:27:58.880,0:28:02.320
right that's going to continue to add up

0:28:01.200,0:28:04.320
and that's because

0:28:02.320,0:28:05.679
no one's shutting down you know no one's

0:28:04.320,0:28:06.559
getting in their car and driving home

0:28:05.679,0:28:09.919
and shutting down

0:28:06.559,0:28:11.919
and defragging i like it i like it

0:28:09.919,0:28:14.080
christy thank you so much for jumping on

0:28:11.919,0:28:16.240
this was immensely

0:28:14.080,0:28:17.200
john thank you for having me no no

0:28:16.240,0:28:18.559
absolutely

0:28:17.200,0:28:20.000
and thank you everybody for listening in

0:28:18.559,0:28:21.440
to christy that was a fun thank you it

0:28:20.000,0:28:23.440
was nice to see everybody

0:28:21.440,0:28:25.840
thanks chris so you take care we'll see

0:28:23.440,0:28:25.840
you all