Maybe that's why it provokes such varied reactions in people, regardless of whether they embrace it or resist it, because it is a constant presence, like time, churning away relentlessly. Those of us in the sales transformation business (and let's face it, transformation is really just a more elegant and aspirational synonym for our 6-letter friend) are of course in the change business. If you don't effect a change in behavior, you don't change the top or bottom line in any meaningful, lasting, or competitively advantageous way. If you were to ask me to boil down the global $10bn sales training industry into one word that it's about, I would say ‘change'.
Some of us purport to embrace change, while not really carrying through with it. Others resist it actively, perhaps because it doesn't allow them to control or at least manage a defined set of circumstances. "That's why we seize the moment try to freeze it and own it, squeeze it and hold it/Cause we consider these minutes golden.." to quote one Marshall Mathers ( http://itunes.apple.com/gb/album/the-eminem-show/id15477248 warning - this song has the usually explicit Eminem lyrics). The natural human impulse is to resist change, and presumably gives rise to the phrase "better the devil you know". Every time you commission or deliver sales training, you're coming up against this impulse. It makes sense to us all, but then we just go ahead and order those workshops anyway. We just ignore the mountain of research that tells us that change doesn't happen this way.
Consider this as you go about your daily lives. You're a two-finger or four-finger typist, you have been for years, and you have to learn to touch type, with all ten of your digits, while still getting through your workload. You're a right-handed golfer, not a great golfer, but you've played a lot of sports and you're very right-sided, with a classic out-to-in strong-right-handed swing. A friend tells you that you would be a better golfer if you relearned to play left handed, and used your right-handed strength to work in your favor. It's really hard, isn't it? Both examples involve starting from the very beginning, and take an awful long time, generally 10,000 hours to become really good ( http://www.amazon.com/Outliers-Story-Success-Malcolm-Gladwell/dp/0316017922/ref=sr_1_1?ie=UTF8&s=books&qid=1284395361&sr=8-1).
It's the same idea with sales training. You spend your working days, weeks, lives selling in a certain way, using a collection of sales behaviors. You then spend a few hours learning a completely new way of doing your job, and then you're expected to take to it like a duck to water, with instant behavior change, as though your experience can be subjected to a reset button. Not going to happen is it? It's too darn hard! This is why change is the dirty 6-letter word that dare not speak its name. Maybe I should write %&*%$! instead.
While this may have been true at one time, the days of BI requiring a dedicated team of experts to implement are over. Self-service solutions are making it possible for everyone, including small, local businesses, to easily implement BI in their decision making process. more
A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more
It was a painstaking process, but to help B2B companies start 2017 off on the right foot, we recently compiled a comparative list of the top 34 business phone vendors in the world. In one, easy-to-reference location, we’ve neatly outlined the information you need. more
There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results. more
Many businesses rely on a collection of communication tools that they adopt to address specific needs as they arise. This strategy may seem to work in the beginning, but eventually will lead to a system that is cumbersome to use, difficult to explain to new hires, expensive, and effective in some areas, but full of gaps. more