Follow Up

The Difference Between a ‘Natural Partner’ and a ‘Relationship Manager’

Here’s a topic that comes up often with some of our coaching clients – Especially when there is lack of role clarity around maximizing relationships!

A NATURAL PARTNER (N.P.) is a person (either inside or outside of your organization) who has a strong relationship with your organization and an existing relationship with the Qualified Prospect(Q.P.) – Or a reason to believe one can be established quickly!

Externally, Natural Partners can be on your Board, they can have a business relationship with the prospect, they can be members of the same club or organization or they can be fellow community leaders, etc.

Internally, the Natural Partner can be anyone from the President/Executive Director to top senior leadership, to a staff/programming person who has a great relationship with the prospect.

It’s important that you determine the difference between a RELATIONSHIP MANAGER (R.M.) and a NATURAL PARTNER.

The RELATIONSHIP MANAGER does not necessarily have to have an existing relationship with the prospect. Their job is to do exactly what it says – MANAGE THE RELATIONSHIP. The Relationship Manager is always a member of the ‘Green Team’ – I.e., directly responsible for maximizing relationships on behalf of the organization/impact. It is perfectly fine for multiple people within the organization to have a relationship with a Q.P. – as long as the Relationship Manager has been defined.

The NATURAL PARTNER can have an existing relationship, or the ability to create one immediately, but most importantly, they play and instrumental role in Team Selling. They can:

  1. Help get the visit! Opening doors is one of the most productive things N.P. can do!
  2. Predispose the Prospect to a great visit! A N.P. can send a great note ahead of the visit – “I know you’re meeting with Sharon on Friday – I’m so excited for the two of you to meet, for you to hear about the vision and getting more involved in our impact! I’ll check in with you after”
  3. Follow Up! A call from the Natural Partner (after a check in with the R.M.) can be hugely beneficial. “How did it go? What did you think? What can I do to help?”

 

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Predisposition Happens Before, During and After the Visit

We are professionals – We do not make COLD CALLS!

Instead, we PREDISPOSE the prospect or potential investor before, during and after the visit. We predispose them to our phone call to set up the visit … we predispose to the visit/presentation itself … and yes, we even predispose to the follow-up!

Predisposition

The word PREDISPOSE means to make someone inclined, in advance, to a specific action or attitude. You need to be predisposing potential investors:

  • To expect your contact,
  • To look forward to visiting with you about your amazing organization,
  • About your goals for the visit and how much time you need,
  • About when to expect your follow up and what you will be communicating in your follow up.

Reminder: Predisposition is not the same as cultivation and the ball is always in your court!

 

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July Teleseminars: Make Your Story Awesome and How to Ask

Teleseminars are a way for us to offer valuable training to our For Impact Community – in a short, ‘call in from anywhere’ format. Join us this Tuesday and Wednesday for two of our most popular topics:

Teleseminar: How to Make Your Story Awesome
Tuesday, July 26, 2016 1:00-1:45ET
Free for first 50 registrants

Description:
The story you use to maximize funding…
The story that brings rockstar talent to your doorstep and fully engages your team…
The story that you tell yourself every day to stay focused and fulfilled.

Story adds passion, purpose and urgency to your message, plan and every day actions.

  • Is your story about needing more money? Or changing lives?
  • Do you have a good story that helps get to the ask?
  • Do we have a story that engages the board? Engaging them as passionate champions and advocates?

This 45 minute teleseminar will:

  • Share examples of stories used at organizations to help them with these questions.
  • Address common challenges to funding, action and engagement.
  • Give you several actionable tools use can use to DISCOVER your story and make it AWESOME.
Teleseminar: How to Ask – The Language of the Ask, the Close and Follow-Up 
Wednesday, July 27, 2016 1:00-1:45ET
Free for first 50 registrants

Description:

“Would it be possible for you to consider taking the LEAD on this initiative?” [pointing to $1M]

“Where do you see yourself?”

This seminar covers over 20 PHRASES and QUESTIONS we use to JUST ASK.  It’s intended to provide very practical nuts-and-bolts examples to help you visualize HOW to ask:

  • New prospects
  • Board members
  • Long time supporters to step up

Stories and closes will include:

  • How to close like Steve Jobs
  • How to ask when you have no idea about capacity
  • How to ask AFTER the visit — dealing with ‘what I should’ve said was….’
  • Three ways to ask your very best prospect to take the lead and how to follow-up when you can’t afford a ‘no’
  • Questions to help you qualify on a discovery visit
  • How to make sure gifts close by a date / time
  • How to address the most common objections when they come up
  • How to predispose the prospect to a really really big ask

 

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How To Write A Call Memo

The Call Memo is an important mechanic in our Sales Process – It’s an internal memo-for-the-record. I would encourage you to write-up these notes IMMEDIATELY following the visit. Don’t wait!

(I carry a dictation device and transcribe the call memo in my car – minutes after the visit ends.)

Download sample call memo: I’ve altered a real call memo and included training notes to help you learn. You can also download a call-memo-template if you want more structure.

Objectives of the Call Memo:

  • Record what happened on the visit. Someone on your team should be able to pick-up the memo and continue the conversation. In most cases, you can have a sheet of paper out to take notes during the visit. I’m amazed at how often sales people don’t take notes!
  • Use quotes. THIS IS IMPORTANT!!!! The best message in the world is the one that comes from the prospect’s mouth. Capture words and exact phrases used by the prospect(s); put them in quotes.
    • Bad: Prospect seemed to like our program.
    • Good: “Of everything you’re doing, I honestly don’t really care about the after-school program but I think the summer program has mountains of potential.”

    This will:

    • Help you LISTEN. (Read Vocabulary Wars.)
    • Help others on your team LISTEN (even though they weren’t there).
    • Make life so much easier when you pull out the call report in six months…
  • Use bullets. Easier to read. Easier (faster) for you to download.
  • No rule on length. Should capture all the key points that you would need to remember in six months, but shouldn’t take you all afternoon to compose.
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“Can You Get Me A Proposal?”

Have you ever finished a great visit and had the prospect say, “This is great – Can you get me a proposal?”

If someone asks this we need to simplify on the spot – “Sure thing. Are you an email person?” (Everyone is.) “Would it be okay if I summarized our conversation in bullet point form and shot that back by email?”

Save yourself HOURS by converting ‘proposals’ to ‘bullet points.’

Read more on Follow Up.

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Engagement Has a 12-hour Half-Life

I’m constantly trying to get people to think about what it means TO ENGAGE! I think we’re taught how to present, but we’re not always taught how to engage.

I define engagement as a dynamic within a relationship that holds attention, heightens interest and motivates action.

Think about a movie or a performance you’ve attended where you were engaged and left with that feeling of being present and excited. Think about how that engagement consumed your mind! Now think about how you felt the next day.

I believe engagement has a 12-hour half-life. That is, if we could measure engagement in some way, it seems to dissipate by half every 12 hours.

This means that within 24 hours of your visit the prospect has an engagement level at 25% of what it was after your visit.

THINK ABOUT THE IMPLICATIONS!

As salespeople, we need to be making engaging presentations and asks. And, more importantly, we need to pounce on timely follow-up. It’s better to follow-up immediately, even if it’s 60% of your best effort, than it is to wait three days. At three or more days you’re just working to recapture engagement.

(Read more on the 24-Hour Follow Up Rule here.)

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Follow-Up is 90% of the Effort

Like predisposition, follow-up requires a specific strategy. Too often, wonderful presentations/asks/sales visits are wasted because there is no follow-up.

A typical scenario includes someone making a great presentation and then ‘hoping’ a gift comes as a result of the ask. Or, sometimes there is only a phone call that comes weeks (or months) later in which the substance of the dialogue is one question: “We were wondering if you had a chance to make a decision?”

It’s probably impossible to misquote or butcher one of Yogi Berra’s malapropisms, but here goes:

“Half of the game is presentation. The other 90% is follow-up.”

Huge problem: We consider our work finished when we get to the point of making the request. We feel like we’ve shared everything we can and now it must be in the prospect’s hands. That notion is wrong. In fact, follow-up is 90% of the effort!

Some reminders to help you with follow up:

  • This is not some one-off transaction. It’s all about a true relationship. Follow-up is about advancing the relationship, opportunity or plan WITH the prospect.
  • It’s either win/win or lose/lose! You’re presenting an opportunity to save lives, change lives or impact lives. Stop being so bashful.
  • Follow-up is about taking the opportunity to continue the excitement generated on the visit. You’re need to keep the momentum. This could mean:
    • An immediate follow-up letter.
    • An immediate follow-up phone call from champion or volunteer.
    • An immediate follow-up phone call from you.
  • Don’t dodge the issue! The worst follow-up is when you step politely around the pending request (hoping the prospect brings it up or announces to you a commitment.) Using your own style you need continue to work with prospect to advance the ball – be direct, sincere and authentic and remember – Hope is not a strategy.

Read more Thoughts on Follow Up from Tom.

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Memorable Experiences as Powerful Predisposition

A few weeks ago we published “10 Action Steps to Help you Engage in 2016.” Over the next 10 weeks, we are going to use each action step as a week long theme to help you get it done!

This week’s theme is: COMMIT TO BETTER PREDISPOSITION.

33Napkins-18-SpecialEvents

You’ve seen our rant on “No More Special Events.”  If not, I’ll summarize here: SPECIAL EVENTS ARE NOT ‘SPECIAL!’

They rarely generate income anywhere close to the corresponding staff and volunteer effort and time – Even though we’ve spent more that half the year selling tables, sponsoring golf holes or lining up silent auction items.

P.S. Not only do your volunteers and staff hate these Non-Special Events, so do all of the ‘INVITEES’ … who clearly don’t want to go to another ‘un-memorable, time-away-from their-family’ auction, gala, ‘fundraiser’!!!

Instead, MAKE EVERYTHING YOU DO A MEMORABLE EXPERIENCE!

A ‘MEMORABLE EXPERIENCE’ is about your Vision, your Message, your Impact.

Every ‘MEMORABLE EXPERIENCE’ is an incredible PREDISPOSITION OPPORTUNITY.

A MEMORABLE EXPERIENCE isn’t about the number of people in attendance, it’s about getting the best people in attendance. Instead of selling tables, think about getting the best 10 prospects you have in the room (preferably your room) and knock their socks off with the IMPACT.

 

 

 

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No More Cold Calls!

The word PREDISPOSE means exactly what it says. (Weird, huh?) We are literally (not figuratively) predisposing the person or persons, in advance, to our contact.

PREDISPOSITION is anything and everything we can do to make it not a cold call (because we are professionals who don’t make cold calls!)

Always PREDISPOSE the prospect/potential investor to (1) your phone call to set up the visit, (2) the visit/presentation itself and (3) the follow-up.


Note: Predisposition is not ‘cultivation’!

 

 

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No More Peer-to-Peer Solicitation

Here’s a simple question: Would Apple or Microsoft or Starbucks (or any other company) ask ‘VOLUNTEERS’ to do their ‘SALES’?

Just the idea of the word ‘SOLICITATION’ (the implication of which I cannot go into in a PG-13 document), should be enough to make you give up on this 1950’s “Peer-To-Peer Solicitation” model!

Instead, a PROFESSIONAL PRESENTATION involves PROFESSIONAL STAFF engaged in CONVERSATION and DIALOGUE with a goal of MAXIMIZING THE RELATIONSHIP! It’s a PROFESSIONAL PERFORMANCE with PROFESSIONAL FOLLOW-UP.

Note: In the Old Model, a typical ‘ask’ by a peer (to a peer) goes “I have your (3 x 5) card. Can you give something? Just send it in.” WOW! Clear. Concise. Compelling. (NOT!)

Here are 7 pretty solid reasons not to use VOLUNTEERS to make SOLO SOLICITATIONS:

  • DESIRE, ENTHUSIASM, PERSISTENCE. How many of your volunteers really, really, really like to ask a friend for money? If presented as such, these volunteers lack key ingredients for sales success: ENTHUSIASM and PERSISTENCE. It is professional staff’s mission and responsibility to Present The Opportunity to Qualified Prospects.
  • TRADING DOLLARS. Every volunteer knows that whenever they ask one of their friends/peers for money, they will soon be asked back for that person’s favorite cause. This system of ‘trading dollars’ certainly does not allow for aggressively MAXIMIZING RELATIONSHIPS. Professional staff are objective, fair and committed to helping their prospective investor feel great about their commitment.
  • TIME. Volunteers basically have none. Their other business priorities and family obligations make it very difficult to fulfill volunteer duties. Professional staff, on the other hand, are focused and dedicated to Presenting The Opportunity to as many Qualified Prospects AS POSSIBLE.
  • ACCOUNTABILITY & FOLLOW-UP. With a volunteer, there isn’t any! “I saw so and so at a party, and I think they might do something.” Even if they make a visit or accompany on a visit, they will not think about following up and assuring their commitment. Professional staff do a memo for the record on every visit. They send a great follow-up letter summarizing the visit and the opportunity. They make a phone call on a specific date to determine the level of commitment and finalize the details with the investor.
  • TRAINING. Most volunteers have not been trained in how to make this kind of presentation. Many don’t understand sales, the sales process, presentation flow and framework. Even for our most incredible champions, very few have the time to become properly knowledgeable about the institution/organization and the investment opportunities available. Professional staff should be well trained. They know as much as they need to know about the organization. They are involved in ongoing professional and personal development. They understand that success is a combination of ATTITUDE and SKILL.
  • PREPARATION. Even with the best of volunteers, asking their assistant for directions on the way out the door is their idea of preparing for the call. Professional staff go over the Knowledge Base Worksheet, Relationship Strategy Checklist, the Visit Checklist, and have a goal for every visit.
  • THE VISIT ITSELF. Most volunteers begin with “How’s your family?” or “How’s your golf game?” Then move to “I got your 3×5 card.” “They want money.” “Do what you can.” When faced with a question, a challenge, or an objection, most volunteers retreat immediately. Great development and For Impact professionals know the Framework and Flow of the visit. They know how to ask questions and listen. They respond to investors’ feelings and react with creativity and flexibility. They deal with challenges and most importantly, they ask!
Special, Special Note: This is not a ‘bash the volunteer‘ list. Rather, it’s an attempt to help you re-think and re-invent the role of your VOLUNTEER LEADERS.

Volunteer Leaders, Board Members and Current Investors are all a huge part of the TEAM SELLING process. GREAT VOLUNTEER LEADERS and GREAT BOARD MEMBERS are literally worth their weight in gold. They should be used before, during and after the VISIT but, they should never be used ALONE!

*Interesting: The word ‘voluntary’ is defined as: ‘organ solo played in church before, during or after a service.’

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Making Things Happen After the Visit (How to Follow-Up)

In case you haven’t noticed we spend quite bit of time helping our For Impact tribe get out of the office – doing more VISITS and making more ASKS.

So what happens AFTER the visit?

When implementing a SALES process and SALES approach to funding, there are three equal parts to every visit/ask: Predispose, Present, Follow up.

These 7 points about Follow Up have a wide application – And can help you immensely in making things happen AFTER the visit:

  • The 24-Hour Rule

    We need to get out our follow-up emails/letters within 24 hours – no matter what. If we wait to write the perfect proposal or pitch, with time, it (1) takes more effort and (2) we lose momentum. I’ll take 80% perfect at 24 hours over 90% perfect in three weeks.
    Speed doesn’t kill… time does.

  • It’s a RELATIONSHIP
    The goal is to maximize the RELATIONSHIP at this given moment. Funding is a function of the relationship – not the world’s best proposal. Think more about communication and follow-up in terms of a relationship and not a transaction – this will help with #1.

  • Re: Referrals – think about ONE ACTION item and a manageable timeline.
    It’s great that prospects are saying they’re going to open doors. Focus on ONE action and make it happen. “We’re all about momentum and everyone is busy. To keep the ball rolling, can we talk about making one phone call in the next two weeks?”

    One action will lead to more. Undefined action leads to no action.

  • “Can you get me a proposal?”
    If someone asks this we need to simplify on the spot – “Sure thing… are you an email person?” (Everyone is.) “Would it be okay if I summarized our conversation in bullet point form and shot that back by email?”

    Save yourself HOURS by converting ‘proposals’ to ‘bullet points.’

  • The ball is always in your court.
    We’re getting a lot of great ‘pending requests.’ If someone says, “give me a few days and I’ll get back to you.” We need to say, “That’s great. If I don’t hear from you by Friday, I’ll follow-up on Monday.”

  • Email is for follow-up notes. Use the phone to make things happen.

  • Be a closer. Always.

    It’s an attitude. Your ability to close translates to lives saved, impacted and transformed. This isn’t about some ‘business jargon’… it’s about real stuff… important stuff. We either believe it or we don’t. And, if we do, then we need to close. If we don’t – let’s quit now.

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The Importance of Taking Great Notes

The Memo for the Record is an important mechanic in our sales process. (See last week’s post on the importance of Follow-Up.)

“Nothing so much assists learning as writing down what we wish to remember.” Cicero

I’m constantly amazed at how often salespeople don’t take notes! A great Memo for the Record is composed directly from your notes – Notes you took on the visit.

A great Memo for the Record should:

  • Record what happened on the visit. Someone on your team should be able to pick-up the memo and continue the conversation.
  • Use quotes. THIS IS IMPORTANT!!!! The best message in the world is the one that comes from the prospect’s mouth. Capture words and exact phrases used by the prospect(s); put them in quotes.
    • Bad: Prospect seemed to like our program.
    • Good: “The after-school program is a huge priority for me.”

    This will:

    • Help you LISTEN. Read Vocabulary Wars.
    • Help others on your team LISTEN (even though they weren’t there).
    • Make life so much easier when you pull out the call report in six months.
  • Use bullets. Easier to read. Easier (faster) for you to download.
  • Be as long as needed, but completed within 36 hours of visit. This memo should capture all the key points that you would need to remember in six months, but shouldn’t take you all afternoon to compose.
  • Include follow up for you, your organization and the prospect. I would encourage you to dictate these notes IMMEDIATELY following the visit. Don’t wait. (I carry a dictation device and transcribe the call memo in my car – minutes after the visit.)

I’ve altered a real call memo and included training notes to help you learn: Download sample call memo. You can also download a call-memo-template to help you get your notes organized, quickly.

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The Ball Is Always In Your Court

Want a great way to CLOSE MORE GIFTS? FOLLOW UP!

Just last week we had all of our coaches together for a few days at Eagle Creek and we spent several hours on FOLLOW-UP.

In the For Impact world, there are three parts of a great ASK:

PREDISPOSITION → PRESENTATION → FOLLOW-UP

Many times the third piece is either completely dropped or mostly an afterthought, “I met with them. I’ll wait for them to get back with me.” UGH! This could be the worst mistake of any VISIT/ASK.

Going through the effort to Get a Visit… Share the Story… Present the Opportunity… and then NOT following up is not only wrong – it’s disrespectful! When it comes to Follow-Up, the ball is always in your court.

I believe FOLLOW-UP needs to be given as much (if not more) attention than the first two parts of an ask. At the very least, these are three equal parts. I don’t have exact numbers, but I can confidently say that most of my asks are CLOSED in the third act.

There is nothing worse than having an ask pend into oblivion. Use the FOLLOW-UP to maintain control of the relationship:

“Could I check in with you next Friday?”
“Can we talk after your visit with your financial planner?”
“We have a Board Meeting in two weeks and I would love to be able to share your commitment with the Board.”

*It’s probably impossible to misquote or butcher one of Yogi Berra’s malapropisms, but here goes:

“Half of the game is presentation. The other 90% is follow-up.”

A quick nugget on Follow Up: Practice the 36-HOUR RULE.

Complete all follow-up (with your organization, with your prospect and with yourself) within 36 hours of the visit. 80% well done follow up (in 36 hours) beats 90% – 100% perfect (in 3 weeks). The more time elapsed, the less you remember and the less they feel!

Read, download, print or share more great nuggets from Tom’s Guidebook: On Follow Up
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