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Talent Dynamics RSS Feed Blog Category: Developing Trust and Flow

Osmaan’s Observations: Opposites Attract

keyboard

I’ve heard the saying ‘opposites attract’ when it comes to finding that special ‘one’, who you’d want to spend the rest of your life with.   But the same is also so true for me when it comes to my clients.

As I looked through my schedule for the week ahead, it struck me just how many of my current small business coaching clients are Creators and Stars!

To a Trader like me it could seem like they are from a far away planet.

The way they naturally think and act is so different from me.  But instead I truly get a buzz from working closely with them.

Dynamo Buzz

It’s because we are like ‘ying’ & ‘yang’.

They’re super innovative and always have so many ideas of what they could do.

I love seeing their reaction when ask I ask them – “when are you doing to do it by?’ – it’s like I’ve sworn at them at times.

Instead of standing at the top of the ‘skyscraper’; admiring the view from there and thinking about all the potentials that are out there, Traders like to be at ground level and are very practical minded.

Typically if left to their own devices or without super self-discipline, a Creator or Star’s amazing visions can remain as an idea before the next spark of inspiration hits them (& then the next).

But you can’t really take an ‘idea’ to the bank to get cashed, can you now?

Tempo Reality

So I love helping these talented individuals to take their ideas and do some real stuff with them, so they have a greater chance of happening.

“Yes sometimes it can feel less ‘fun’ for them when they’re having to focus upon the nitty-gritty planning and execution stages. The same can be said for me, when given a blank piece of paper and attempting to come up the next new or novel idea!”

However, when you remember that we don’t have to do it all ourselves and that we use each other’s talents, then things can really start flowing more easily.  And that’s where the real magic is, as when you help other people to get into flow – they help you get into flow too!

What else could you ask for?


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Trusted Sales Story of Zappos

zappos toilet

By Nicola Bonfanti - Talent Dynamics for Sales

All of the Talent Dynamics for Sales programmes are based on the 5 steps to Trusted Selling

  1. Transparency at all times
  2. Respect and rapport with prospects and clients accelerated by using their Talent Dynamics profile
  3. Understand the needs of the customer and put them first
  4. Share the journey for long term relationships
  5. Trusted advisors more than salespeople

To illustrate 3 of these points there is a lot we can learn from the online shoe store, Zappos. It is in the media for it’s holocratic (no job titles, no managers) culture of happiness and it’s amazing customer service but they are also incredibly successful at selling – turning over $1 billion a year. So whatever business you are in, their sales and marketing strategies are worth looking at.

Transparency at all times

Zappos has shown equal transparency in delivering both good and bad news. In January 2012, the company’s accounts were hacked – making 24 million customers vulnerable.

Rather than attempting to ignore this situation, Zappos openly admitted to the crisis and encouraged its customers to change their passwords.  Likewise recently Kayne West (singer) accused Zappos publicly of selling sh*t product. Rather than shying away from this – Zappos posted a toilet for sale on their website to join in with the publicity.

Zappos understood that transparency, regardless of whether the news is good or bad, is the right way to do business to win and keep clients.

Share the journey – long term relationships

Zappos does not sell discount or unique products. They have no competitive advantage when it comes to products yet they still make over $1B in sales. How?

Their secret lies in customer service and word-of-mouth referrals from people who have been absolutely delighted by their purchasing experience. Zappos invests heavily in creating experiences for its customers in the buying and service process.  This is responsible for their incredible word-of-mouth sales success with 75% of their sales coming from returning clients.

Their CEO, Hsieh says:

“I think the main thing is just trust [the customer service reps] and let them make their own decisions. … we generally try to stay away from policies, we just ask our reps to do whatever they feel is the right thing to do for the customer and the company.”

Trust within your staff spreads to your clients and increases sales. That’s a good place to start.

Understand the needs of the customer and puts them first

Zappos pride themselves on their communication. Call centre employees don’t have scripts, and there are no limit on call times. The longest call reported is 10 hours 29 minutes.

If a customer calls for a product and Zappos does not have the product in stock, they recommend a competitor who has it.

The CEO, Hsieh says that, while Zappos will lose the sale, in the long run it’s best for Zappos because the customer appreciates the help and tells their friends the story. It creates positive word of mouth publicity. The money they would have spent on advertising and marketing they invest in making the customer’s experience so amazing that they tell their friends and come back for more.

Are there any lessons there for your business?

Nicci Bonfanti will be leading one of the Break- Out sessions at the Trust Conference on September 11th.


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DT’s Tower: Trust and the Boy Who Cried ASAP

ASAP calendar

With the tickets for the Trust Conference 2014 going on sale this month and my last blog post about the power of ONE, my mind has been bouncing between applying Trust and the best way to get things done.

One of my little pet niggles is ASAP or A.S.A.P.  We all know that on the surface ASAP stands for ‘As Soon As Possible’ (or humorously ‘As Slow As Possible’).  Some of us pedants might also know that ASAP is a military acronym first appearing in print from Captain Annis G. Thompson’s account of the Korean War, The Greatest Airlift, 1954:

“Emergency drops required no paperwork, merely a telephone call from the 8th Army in Korea. Most drops were made on an ASAP or ‘as soon as possible’ basis.”

So the root of ASAP is connected to an emergency situation.  Re-prioritise everything with this at the top,.  The problem I have with ASAP is that it is waaaaay overused.  I’m as guilty of this as anyone else… but I’m trying!

What ASAP REALLY means

When we say ASAP we want it to mean urgent.  As in now.  Yet not many of us in business work in a military environment.

‘As Possible’ is open to a degree of interpretation.

Is that ‘your possible’?  Or is that ‘my possible’?

If we mean ‘my possible’ then that destroys trust as the key quality of transparency is missing.  We are not thinking about the other person’s timetable or schedule.  It also breaks flow in the same way a massive rock falling into a stream disrupts the flow of water.  This creates stress.

Then multiply this by the number of people who use it i.e. everyone.  How do you prioritise multiple ASAPs?  Is it really a matter of life or death if these ASAPs aren’t done now?  Also think about how often someone might hear ASAP.  That is going to diminish the importance of the phrase…

‘Oh yeah?  You want it ASAP?  Cool, I’ll just put that behind all the other ASAPs that are needed this morning.’

;)

Well what about ‘your possible’?  I have to admit this is how I use/ take it most often.  And I’m a Lord.  Unless you light a fire under me (and give me some detail baby!) I will review the schedule, consider the possibilities and consequences, set a deadline and then move on.  Its unlikely I’ll let you know when I have set the deadline as I have done EXACTLY what you have asked.  This will be done ‘As Soon As Possible’ for me.

Problem is this breaks trust as well.  There is the disconnect between your expectation of ‘possible’ and my expectation of ‘possible’.  Someone is going to end up being disappointed.

Where ASAP REALLY comes from

To my shame I have used ASAP.  I haven’t come from a military background.  I have never had to use ASAP in a life or death situation.

And I’m guessing neither have you. :D

When I have used ASAP it is usually because I haven’t thought about when I realistically need it.  I just want it done quickly so I can scratch it off my to do list… which probably has more than ONE thing on it ;)

Yet ironically, if a little time is taken to apply a deadline that works for both, this builds trust.  A specific date and time shifts the request from ‘what needs to be done’ to ‘how it needs to be done’.  This means that it will more likely to be done when it needs to be done.

Which in turn deepens trust.

So this is your chance to confess, like me!  Have you ever used ASAP without thinking about it?  Is there a time where ASAP should be used?


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Free 121 profile debrief with Michelle!

How would you like a 121 Talent Dynamics Profile Debrief with Michelle, totally free!

In this one hour conversation, Michelle will help you to:

  • Understand your personal profile and how it relates directly to the work you are doing.
  • Build trust with others in your team, in a way that exceeds the current level of value you add to the company.
  • Discover practical strategies that will either generate additional revenues or cost savings in your company with ease for you

 

Just last week Michelle ran a debrief with a senior sales person in a bank and together they uncovered $27 million of opportunities that could be realised within the next 12 months following the debrief. Now we’re not promising you will get that level of result… but you will certainly walk away with a tangible, significant £’ add or save for your team.

In return, you need to be available on Thursday 27th February, in Preston for an hour and be happy for us to film the debrief, which will be used for training purposes with our Flow and Performance Consultants internally.

If you are available on this day and keen to be a part of this, please contact michelle@talent-dynamics.com and title the email ‘Debrief’  with the following details:

Your direct phone number

Company name

Job Role in the company

Company Turnover

Budget/revenue you are responsible for


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#Loveweek and creating Flow

We’ve just completed #Loveweek at Talent Dynamics. I saw a video that had been shared on Facebook less than 2 weeks ago with Vishen Lakhiani explaining how they introduced #Loveweek into Mindvalley a few years ago and what an incredible impact it has every year on productivity, as well as happiness at work.

My team thought it was an excellent idea and everyone wanted to play. The fun began immediately that everyone knew who they were to be a secret angel to. Friday afternoon in the office, the week before, may as well have been a half days holiday for everyone, as giggles of excitement and ‘don’t look!’ warnings were being shouted, as people started preparing and researching their angel acts for the following week.

The idea is, that each day you do something or give something to the person you are ‘assigned’ to as a secret angel. It could be: leave them a cup of coffee on their desk, write a card to them, pick a flower… Something special from you to them. The key is of course to understand and know the person you are the angel for so you can do something they REALLY appreciate

As the week went on, we all got more excited about getting into the office to see what our secret angels had done for us! What was even more interesting though was how we all got excited to see what had been done for each other…

The amount of thought that went into the acts were just incredible.

Here’s a few of my favourites from the week:

Hannah opened up this package and just burst into tears of joy! A hand drawn picture of her dog. Hannah said

“It was one of the kindest things anyone had ever done for me.”

 

 

 

 

When Janet received this card she said:

“This brought a tear to my eye, it was so heart warming to know that my secret angel had put so much thought into this for me”

 

 

 

Penny, who is well known for trying to do well at the dressage with her horse said

 

 

“When I opened this I just laughed out loud, so hard!”

 

 

 

Oh and me? Well my angel had really thought about what I like. I love to hear thoughtful words. My friends are supremely important to me and I just adore horses,

“this card brought me to tears with the special words that were also typed inside from a friend to a friend.”

When you make the effort to get to know someone you work with so well and to such depths, you know the triggers for them that can really make them feel loved. It could be something you say, something you do or even something you don’t say or do.

It reminded me of the purpose of building Trust and Flow. When you know someones profile, you know there is a language they speak, a way they like to be interacted with. You know the type of information they are most interested in and how it should be presented. Wether they want the detail or just an overview. You know if they are the kind of person who needs quiet time alone or and if they are the type that thrives on noise and constant interaction.

How well do you know the colleague who sits opposite to you? The one across the corridor?  Or maybe the colleague you never even met who works in the office on the other side of the world?

Do you have a common language that you can speak to make each other feel more valued?

Now, I don’t know wether #loveweek improved productivity or effectiveness in the workplace greatly (my team are very productive already!) but we sure did have an awesome #lovefilledweek!

So Vishen/Mindvalley, thanks for a brilliant idea and experience last week.  Next year we are going to open it up to consultants, clients, friends, suppliers and spread the love EVEN further!

 


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Do you dare to be Transparent?

Transparency

By Nicola Bonfanti - Talent Dynamics for Sales

Being honest builds trust, telling lies destroys trust.

Obvious, isn’t it? But are you completely transparent and truthful with your clients all of the time?

“Do you share your pricing and business model up front and openly on your website?”

Or do you still operate with small print clauses that are only revealed once the contract is signed? Do you tell white lies to spare your clients feelings? Do you under promise and over deliver to make you look better when in fact you know what the delivery date is going to be?

Transparency

‘Transparency’ is a buzz word that is being used more and more these days, especially in business and in politics. Most of the time people associate transparency with the practice of being honest and open about their operations, e.g. being  upfront about their income and outgoings, their funding sources and expenses, their supply chain and their working conditions.

In this sense, Transparency is part of a system of checks and balances to ensure corporate social responsibility.

But I believe there’s another dimension to Transparency. It’s not just about being honest so we can prove we’re not dis-honest. True Transparency is something much more positive and expansive, it’s about putting your client first and sharing the journey with them, being open partners. The reward is honesty back from the clients, a better understanding of their real needs and a higher chance of working together.

“However fear can prevent us from being totally transparent”

Dynamo

Dynamo profiles may fear that they will lose their competitive edge if they share their ideas with their clients. They may not fully demonstrate the value they can give their clients and hold back because they fear the client will cherry pick the best ideas and then turn to a competitor to deliver them. However if they were to be generous with their ideas and transparent about how much consultation you get up front and clear about what added benefits you get  from being a paid client, they are more likely to secure that business.

Blaze

Blaze profiles may fear that by giving away their secrets people will think differently of them and not respect them, e.g. if they share any aspects of their products or services that are not right for the client. They may hide any aspects of the business that are not suitable for the client, telling white lies to make the client feel good about their purchase. But it is precisely because of their honesty and putting the clients’ needs first by being open and telling them which of their products and services fit their clients’ needs and which don’t that means their clients and prospects are likely to respect them, trust them as their advisor’s and work with them.

Tempo

Tempo profiles in wanting to be seen to deliver a great service may under promise and over deliver, may give more bonuses than originally declared. This may seem a good thing but it is still not transparent. The client won’t know where they stand, won’t trust your next declaration and assume the delivery will be earlier and the service will have even more added extras again. So you set yourself up for disappointment or confusion down the line. Better to be completely candid and tell the client the same information you have and share any changes along the way.

Steel

Steel profiles may fear losing control of the sale. Pricing, negotiating, all become a game with the fear on both sides of not getting the best deal or not getting a fair deal. Creating contracts together side by side, being honest about margins and restrictions is far more likely to not only get the business but keep the business for a long time.

Transparency is scary as it goes straight to the heart of buyer centric trusted selling rather than seller-centric. Do you dare to be transparent?

Let me know what you think.  What stops you being transparent or how you dare to be transparent?

Email: niccibonfanti(at)btinternet(dot)com
Mobile: +44 77 34361923
Follow Nicci on Twitter: @NicciBonf


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They say youth is wasted on the young.

Janine Clark – Master Trainer

Well with talent dynamics that doesn’t need to be the truth. 

Since completing my talent dynamics training I’ve been having a fabulous time achieving new levels of insight with clients but how many of us just can’t help going home and sharing this with our nearest and dearest, the people we love the most. Here’s how talent dynamics is helping my young man not waste his youth.

My son is a 6ft 3 bundle of ‘Supporter’ energy.

Did we know he was a supporter? No. He’s made it to head boy in his school and his charisma, engaging nature and ability to inspire people to use their potential, and his loving insight into people could have given it away, but we didn’t know…

So how has knowing helped him?

Being young and a supporter is a challenge, he has a natural ability to feel for people yet hasn’t had the time to build the sophistication he needs to maximise his ability. The biggest thing the knowledge has given him is a sense of why he does what he does, the way he does. What it has given me as his Mum (read free resident coach) is an understanding of how to help him balance his care of others, and his empathy, with care for himself. It’s allowed a discussion about boundaries and where supporting others becomes a sell-out of himself.

In a matter of weeks I can see that he has a much better strategic ability to see the big picture of how he can make a difference, and really look after himself too. The knowledge of his profile has allowed me to offer very specific and gentle dialogue to learn life lessons now, rather than at the other side of some pain and disappointment. It’s also allowed him to see the true value of his nature, what he brings to each situation.

So is it more that ‘Youth is wasted on the young who don’t have the insight into being in flow?’

I’m one Mum who thinks so. 


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Put your trust in new business for the new year..now!

Nicci Bonfanti Master Trainer TD for sales

It’s the busiest time of year, no doubt about that : your social calendar is the busiest at this time of year, everyone in the household has events going on, you’re winding down your business for the year and aiming towards your well earned holiday for a couple of weeks.

It’s easy with all that going on to think that you can worry about 2014 when it gets here!

But a little bit of planning and “seeding” of ideas with your clients now could go a long way to making next year successful from the offset. By building on the trust you have in your business now means you don’t start the new year with a blank diary and empty pipeline of prospects.

Dynamo profiles are trusted for their innovation

Your clients may be wondering what new ideas you’ve got for next year, so give them a taster now in anticipation of any launches you have planned for 2014. You don’t have to be explicit or have all the details – just get a launch date in their diaries and something to think about so you are in their minds over the Christmas break.

Blaze profiles are trusted for their people skills and the loyalty they inspire in others.

If you are a Blaze profile, who do you know targets a similar audience to you and you trust them to give a good service to your clients?  You could team up with someone and bundle your services or offer your services to each other’s clientele. Approach your potential Joint Venture partners now over a Christmas drink to sow the seed of the idea and book follow up meetings for the new year.

Tempo Profiles are trusted for their customer service and timely delivery.

I had to ask my Tempo friends about this!  What they are doing is following up all outstanding leads, tidying up loose ends, not to keep anyone hanging around for an answer over the Christmas break. And planning a campaign to catch up with all contacts who haven’t been contacted for the last 6 months. Consider a New Year’s greeting card or gift for your key clients or prospects so it stands out instead of getting lost amongst all the others before Christmas.

Steel profiles are trusted for their analytical skills and attention to detail.

This is the time for closing the business, reconciling the books even if it isn’t your company year end. This analysis can help your planning for next year. Analyse all the clients you have worked with this year, see which products or services have been your best selling and plan how you can use that analysis  for planning new campaigns for growth for 2014. You could send your clients a report of it so they are aware of all the services you do that may be relevant to them.

Where is the trust in your business? What can you do now in the last few working days of the year that will ensure you are in your prospects’ minds as soon as business is open in the New Year?

Then you can relax over the holidays! Merry Christmas.


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DT’s Tower: Are You Certain About Trust?

hundredpercent

After attending this year’s Trust Conference I had the privilege to hear a great deal about ‘trust’.  Although it is central to the concept of Talent Dynamics, when I first heard about Trust (never mind Flow) I thought…

“What a load of hippy rubbish”

Most Lords (and those of the Steel persuasion) would probably have the same reaction.  Give me NUMBERS, give me FACTs, give me something CERTAIN you hear them shout (or think or mutter or write in an email draft that never gets sent would probably be more accurate).

My mind has changed over the past 4 years and the Trust Conference certainly (yes pun intended), helped me understand why.

Misunderstanding Trust

The way we understand Trust is a little misleading.  We probably use the word or synonyms of the word on a daily basis.  It mostly refers to people and our interactions with people.  And this is where the ‘fuzziness’ comes in.  I’ve mentioned before how in a choice between numbers and people I’ll edge towards numbers, simply because they are more certain.

1 (the number) is always 1.  It is never 2.  It is never 0.  Its relationship between the other numbers is fixed and knowable.  Can the same be said about people?  Not really.  There are the complexities of emotions and mood to take into account.  Communication and understanding come into play.  Even with our nearest and dearest, we mostly love them, we sometimes tolerate them… we on occasion can’t stand them!

I have to confess I’m not always 100% sure about myself sometimes! :D

Trust Isn’t an Emotion

So when someone says ‘I trust them’ or ‘I don’t trust them’, this is an emotional thing isn’t it?  That is what I always perceived Trust as being, certainly (creeping in a lot that word) when I first heard about Trust & Flow.

Nope.  I was (and this is in writing) wrong.

Trust can be intuitive.  It can be based on an instinct.  You can trust or mistrust a person or a group or a thing on first sight.  Yet it isn’t emotional.  The dictionary definition of Trust mentions ‘certainty’.  I can trust someone or something to act in a certain way.  If I distrust them I am not certain.  I have doubts.

Can you see where I’m going with this?

Certainty

Lord’s (and their Steel comrades) use and value Trust ALL THE TIME (even if they don’t know it).  It is down to its certainty.  The routines, the people and the behaviours that they lock themselves into (sometimes positively, sometimes negatively) is down to their trusting that it is the correct action based on past experience (rarely on gut instinct).

A Creator might get a flash of insight into a person that tells them they should work with a person.  A Supporter might go on whether they like them or what other people (they trust) think of them.  A Trader might go on gut instinct or look at their qualifications.

It’s the Lord that spends hours looking through a LinkedIn profile to see what they have done and how well.  They are looking for the certainty of experience.

After all, if someone has done something before.  And well.  You can trust that they can repeat that.

A Trust Test

The final nail in the coffin (so to speak) for me is the fact that Trust can be measured.  That is certain.  Whereas emotion can fluctuate rapidly, trust slowly builds and is ebbed away, affecting relationships, affecting performance.  Affecting results.

This is where tools such as the Trust Test are so useful.  It allows you to see where the areas you are trusted in are (because you are naturally talented there and enjoy them) and where you can struggle.  The Trust Test is particularly useful because it allows you to use social networks to easily get others to share where they trust you, leading to a more accurate and certain picture.

Before I go and look at some LinkedIn profiles… What was your first reaction to the idea of Trust as something tangible?  Has it changed?


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Who you spend time with…



…Is who you become!

You’ve probably heard this phrase before…

But stop and think about it for a second. If it really IS true that who you spend time with is who you become, then surely it makes sense – as a business leader – to try and surround yourself with as many other successful business leaders as possible!

By now, you’ve probably heard that the Trust Conference is nearly completely sold out.

But what you may not have realised is the extremely high calibre of business leaders who are attending. I’ve just uploaded the delegate list for you here:

Trust Conference Delegate List

CEO’s, Business Leaders, HR Directors, Heads of Talent Management, Employee engagement and some of the UK’s top training suppliers are in attendance already.

As you’ll see, we have some incredible delegates due to attend and join us on the day. Many organisations listed are bringing upwards of 10 people with them, to really embed the learnings back in the workplace.

So if you want to network and connect with some of the most successful business leaders in the UK, the Trust Conference is the perfect opportunity for you to do so.

If you haven’t already, you can still book your ticket here.

It really is going to be the networking opportunity of the year. 800+ Business leaders focused at the importance of Trust in Business. People like you, who share similar values with you, who see building trust as a high priority in todays ‘Trust Economy’

I look forward to seeing you there on the day!

Michelle

PS: Here are all the details you need:

Date: Tuesday 10th September

Time: 8am-6pm

Venue: The Great Hall, Kensington Town Hall, Hornton Street, London, W8 7NX

IMPORTANT: If you have already registered but still haven’t been able to access your free bonuses and take the Talent Dynamics Profile test, please contact Janet.Carter@talent-dynamics.com for help…

 


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