Reinventing Leadership

Many people in today’s organizations are pretty miserable. Unhappy people don’t produce quality services and products. At some level, each one of us knows that. Yet, many leaders and managers have given up. They’ve accepted the idea that employees work forty hours a week only so they can do what they want to do on the weekend. That must be changed, and it can be changed. The realities of the deteriorating social fabric demand that we return self-esteem to workers. The realities of national and global competition demand that leaders start making a difference in their corporations—a difference that truly makes a difference.

There are better ways to run corporations than the old, autocratic, dehumanizing ways. Not only must we implement these better ways; we have to sustain them. You can’t do it with your eyes, head or heart closed. But it’s very simple stuff, and it’s very, very powerful.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit, and my Lectures.

Keeping Customers for Life

  • Select the right customers through market research.
  • Know your purpose for being in business.
  • Move customers from satisfaction to loyalty by focusing on retention and loyalty schemes.
  • Develop reward programs.
  • Customize your products and services.
  • Train and empower your employees in excellent customer service.
  • Respond to customers’ needs with speed and efficiency.
  • Measure what’s important to the customer – always add value.
  • Know exactly what customers want in their relationship with you.
  • Know why customers leave your enterprise by producing customer exit surveys.
  • Conduct a failure analysis on your enterprise.
  • Know your retention improvement measures – have a strategy in place.
  • Use market value pricing concepts.
  • Do what works all over again.


96 percent of unhappy customers never complain; but if their problem remains unsolved, they usually tell ten other customers!

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit, and my Lectures.

The Creative Selling Process

Although it may look easy, creative selling is not a simple task. Of course, some sales are made in a matter of minutes. But others, particularly for large organizational purchase, can take years to complete. Salespeople should follow a carefully planned process from start to finish.

Step 1: Prospecting: Prospecting is the process of finding and qualifying potential customers. This involves three activities:

  • Generating sales leads. Sales leads are names of individuals and organizations that might be likely prospects for the company’s products.
  • Identifying prospects. A prospect is a potential customer who indicates a need or a desire for the seller’s product.
  • Qualifying prospects. Not all prospects are worth investing sales time in. some may not have the authority to buy, and others won’t have enough money. The ones who do have both the authority and the available money are called qualified prospects.

Step 2: Preparing: With a list of hot prospects in hand, the salesperson’s next step is to prepare for the sales call. Without this preparation, the chances of success are greatly reduced. Preparation starts with creating a prospect profile, which includes the names of key people, their role in the decision-making process, and other relevant information such as the prospect’s buying needs, motive for buying, current suppliers, income/revenue level, and so on.

Next, the salesperson decides how to approach the prospect. Possible options for a first contact include sending a letter or cold calling in person or by telephone. For an existing customer, the salesperson can either drop by unannounced or call ahead for an appointment, which is generally preferred.

Before meeting with the prospect, the salesperson establishes specific objectives to achieve during the sales call. Depending on the situation, objectives can range anywhere from “getting the order today” to simply “convincing prospects top accept the company as a potential supplier.” Following that, the salesperson prepares the actual presentation, which can be as basic as a list of points to discuss or as elaborate as a product demonstration or multimedia presentation.

Step 3: Approaching the Prospect: Positive first impressions result from three elements. The first is an appropriate appearance—you wouldn’t wear blue jeans to call on a banker, and you probably wouldn’t wear a business suit to call on a farmer. Appearance also covers the things that represent you, including business cards, letters, and automobiles. Second, a salesperson’s attitude and behavior can make or break a sale. A salesperson should come across as professional, courteous, and considerate. Third, a salesperson’s opening lines should include a brief greeting and introduction, followed by a few carefully chosen words that get the prospect’s attention and generate interest. The best way to accomplish this is to focus on a benefit to the customer rather than on the product itself.

Step 4: Making the Presentation: the most critical step in the selling process is the presentation. It can take many forms, but its purpose never varies: to personally communicate a product message that will convince a prospect to buy. Most sellers use of two methods: The canned approach is a memorized presentation (easier for inexperienced sellers, but inefficient for complex products or for sellers who don’t know customer’s needs). The need satisfaction approach (now used by most professionals) identifies the customer’s needs and creates a presentation to specifically address them.

Step 5: Handling Objections: No matter how well a presentation is delivered, it doesn’t always conclude with an immediate offer that might move the prospect to buy. Often, the prospect will express various types of objections and concerns throughout the presentation. In fact, the absence of objections is often an indication that the prospect is not very interested in what the salesperson is selling. Many successful salespeople look at objections as a sign of the prospect’s interest and as an opportunity to develop new ideas that will strengthen future presentations.

Three basic approaches to overcoming objections include asking the prospect a question, giving a response to the objection, or telling the prospect that you will need to look into the matter and address it later.

Step 6: Closing: So far, you haven’t made a dime. You may have spent weeks or months—years in some cases—to bring the customer to this point, but you don’t make any money until the prospect decides to buy. This stage of the selling process, when you persuade the customer to place an order, is referred to as closing.

How should you ask for the order? Closing techniques are numerous; here are some of the more popular. The alternative proposal close asks the prospect to assumptive close, you simply proceed with processing the order, assuming that the prospect has already decided to buy. Another alternative is the silent close, in which you finish your presentation and sit quietly, waiting for the customer to respond with his or her buying decision. Finally, many salespeople prefer the direct close, where you just come right out and ask for the order.

These closing techniques might strike you as tricks, and in the hands of unethical salespeople, some closing approaches certainly can be. But the professional salesperson uses these techniques to make the selling process effective and efficient—not to trick people into buying when they aren’t ready.

Step 7: Following Up: Most salespeople depend on repeat sales, so it is important that they follow up on all sales and not ignore the customer once the first sale is made. During this follow-up stage of the selling process, you need to make sure that the product has been delivered properly and that the customer is satisfied. Inexperienced salespeople may avoid the follow-up stage because they fear facing an unhappy customer. However, an important part of a salesperson’s job is to ensure customer satisfaction and to build goodwill.

In order to improve the odds of keeping a satisfied customer after the sale, salespeople should remember to:

  • Handle complaints promptly and pleasantly
  • Maintain contact with customers
  • Keep serving the customers
  • Show appreciation.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit, and my Lectures.

Process Owner

The process owner, who is responsible for reengineering a specific process, should be a senior-level manager, usually with line responsibility, who cares prestige, credibility, and clout within the company. If the leader’s job is to make reengineering happen in the large, then the process owner’s job is to make it happen in the small, at the individual process level. It is the process owner’s reputation, bonus, and career that are on the line when his or her process is undergoing reengineering.

 Most companies lack process owners, because in traditional organizations people do not tend to think in process terms. Responsibility for processes is fragmented across organizational boundaries. That’s why identifying the company’s major processes is a crucial early step in reengineering.

 After identifying the processes, the leader designates the owners who will guide those processes through reengineering. Process owners are usually individuals who manage one of the functions involved in the process that will undergo reengineering. To do their reengineering jobs, they have to have the respect of their peers and a stomach for reengineering—they must be people who are comfortable with change, tolerant of ambiguity, and serence in adversity.

 An owner’s job is not to do reengineering but to see that it gets done. The owner must assemble a reengineering team and do whatever is required to enable the team to do its job. He or she obtains the resources that the team requires, runs interference with the bureaucracy, and works to gain the cooperation of other managers whose functional groups are involved in the process.

 Process owners also motivate, inspire, and advise their teams. They act as the team’s critic, spokesman, monitor, and liaison. When reengineering team members start to produce ideas that make coworkers in the organization unhappy, process owners shield them from the arrows that others will shoot their way. Process owners take the heat so that their teams can concentrate on making reengineering happen.

 The process owner’s job will not end when the reengineering project is completed. In a process-oriented company, process, not function or geography, will form the basis of organizational structure, so every process will continue to need an owner to attend to its performance.

 My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit, Line of Sight

Hiring Happy Employees

With all the apptitudes, skills, and traits for which managers can test applicants, there is still one thing that’s usually not tested for but that perhaps should be—at least if some recent research findings are valid. Particularly in companies being rocked by downsizings and competitive pressures, there’s something to be said about hiring people who are inclined to remain happy even in the face of unhappy events.

Basically, happiness seems to be largely determined by the person’s genetic makeup—that, in other words, some people are simply born to somewhat happier than others. The theory, in nutshell, says that people have a sort of “set point” for happiness, a genetically determined happiness level to which the person quickly tends to gravitate, no matter what failures or successes he or she experiences. So confront a high-happiness-set-point person with the prospect of a demotion or an unattractive leteral transfer, and he or she will soon return to being relatively happy once the short blip of disappointment has dissipated. On the other hand, send an inherently low-set-point, unhappy person off on a two-week vacation or give him or her a sizable raise or a new computer, and chances are he or she will soon be as unhappy as before the reward.

Like testing employees for any traits, coming up with a set of tests or interview questions to identify happier, high-set-point people requires careful consideration and probably the help of a qualified psychologist. However, the following might provide some insight into the tendency to be relatively happy:

Indicate how strongly (high, medium, low) you agree with the following statements:

  • “When good things happen to me, it strongly affects me.”
  • “I will often do things for no other reason than they might be fun.”
  • “When I get something I want, I feel excited and energized.”
  • “When I am doing well at something, I love to keep at it.”

Agreeing with more statements and agreeing with them more strongly may correlate with a higher happiness-set-point.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please contact, Line of Sight