Improve Your Leadership With the Mindfulness Edge

Get the Mindfulness Edge

Most of us have heard of mindfulness. These days it is all the rage in certain circles. My friend Matt Tenney is one who practices it in a way that inspires. It’s not just how he does it but also where he first learned it: in a prison cell. That’s right, my friend Matt was once behind bars where he changed his entire outlook and changed the course of his life. In fact, that dark time in his life seems to have been the best time because many people have learned from his mistakes and from what he learned through the ordeal.

 

“Every moment of our lives can be infused with the deepest meaning possible.” –Matt Tenney

 

Today, Matt Tenney works to develop highly effective leaders who achieve extraordinary long-term business outcomes—and live more fulfilling lives—as a result of realizing high levels of self-mastery. He is a social entrepreneur, an author, a keynote speaker, and a corporate trainer. Matt’s clients include Wells Fargo, Marriott, Keller Williams, Four Seasons, and many other companies, associations, and universities.

His first book, Serve to Be Great, is one I highly recommend. Now, his latest is all about mindfulness and how it can rewire your brain for success. It is a fascinating read, full of research to back up the many claims of the practice. I recently asked Matt about his latest book, The Mindfulness Edge: How to Rewire Your Brain for Leadership and Personal Excellence Without Adding to Your Schedule.

 

Train Your Mind for Optimal Performance

What are the key ways mindfulness can help us improve professionally and personally?

Everyone seems to agree that all successes and all failures begin in the mind. Yet very few of us take time to train the mind to function better. Most of us add knowledge through study, which can be very helpful. However, we know that a person can be very “book smart” but still have great difficulty making good decisions and/or developing and sustaining healthy relationships with other people.

Matt TenneyIt is clear that just as important as what we know is the type of mind we show up with every day. Mindfulness training provides a way to systematically develop a healthier, more effective mind, and there’s now a large body of research suggesting that mindfulness training changes the physical structure of our brains in ways that help us perform better both professionally and personally.

Perhaps most important for business, mindfulness training changes the brain in ways that enhance self-awareness and mental agility, which may be the two most important leadership skills there are. These skills reduce the degree to which we’re influenced by the biases we all have. This freedom from bias can dramatically improve our business acumen and our impact on the bottom line.

Also, self-awareness is the foundation of emotional and social intelligence, which are essential for creating and sustaining high-performance team cultures. All other things being equal, over the long term, a team with a more positive emotional climate is going to significantly outperform a team with a negative emotional climate. Mindfulness training improves our impact on the emotional climate of our teams.

Mindfulness training can also have a dramatic impact on our personal lives. The practice helps free us from unpleasant emotions like anxiety, fear, and anger and helps develop a special type of happiness that does not depend on what happens to us or what we have. We can train to develop unconditional happiness.

 

Mindfulness training results in highly refined levels of self-awareness.

 

The Biggest Mindfulness Misconception

Many people read about mindfulness and have a variety of perceptions about it. What is the biggest misconception people have about the practice?

The biggest misconception I see is that people conflate being mindful and techniques for developing mindfulness. People think engaging in mindfulness practice means we have to add to our schedules unfamiliar techniques like sitting still and watching our breath go in and out. Sitting still and watching our breath is not necessarily mindfulness practice. It is one technique, of many, that can facilitate the development of mindfulness.

To begin practicing mindfulness, you don’t need to add anything to your schedule. You just need to make and sustain a subtle inner shift during the activities you already engage in every day.

 

Study: Mindfulness training results in physical changes to the structure of the brain.

 

What’s your definition of mindfulness?

Embrace Complaints & Hug Your Haters to Keep Your Customers

Keep Your Customers

 

Complaints. Do you love them?

Haters. Do you hug them?

If you are angry at a business, what do you do? Take to Twitter? Facebook?

Whether angry, annoyed, or frustrated, ignoring customer concerns is impossible in the social media age.

 

“Haters are not your problem, but ignoring them is.” -Jay Baer

 

When the Customer Hates You

But what do you do when a customer hates you?

Jay Baer shares the eye-opening results of an extensive study on customer service in the social age. Yesterday’s techniques are no longer enough.

Jay is a New York Times best-selling author and the founder of Convince & Convert, a strategy consulting firm helping companies gain and keep more customers. Since 1994, he has advised over 700 companies ranging from Caterpillar to Nike. His latest thought provoking book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers is a contrarian and modern view of creating extraordinary customer service.

 

“Customer service is a spectator sport.” -Jay Baer

 

Why Customer Satisfaction Hasn’t Budged in Decades

Hug Your Haters Book CoverYou share a statistic that customer satisfaction hasn’t improved since the 1970’s. After all the books, the seminars, the new programs, nothing has changed. Why not? What are companies missing?

Customer service has historically played out in private. So even though companies have always said they emphasized it (nobody says “we deliver shoddy customer service” even when they do) they haven’t truly HAD to emphasize it. And doing it well is complex and somewhat expensive in the short term. So nothing has ever really changed. But now, customer service is becoming a spectator sport, and the truths of good vs. bad customer service are out in the open and impacting buying decisions.

 

80% of businesses believe they deliver superior service, but just 8% of customers agree.

 

Let’s say you are about to deal with a customer complaint. How do you get in the right mindset?

Don’t take it personally. Remember that the customer is using THEIR time to try to tell you how to make your company better. And remember that you don’t know what the customer has been through. And then embrace that answering a complaint increases customer advocacy, every time.

 

A 5% increase in customer retention can boost profits 25 to 85%.

 

Social media has given on-stage haters a platform like never before. Businesses were not prepared. What’s the first piece of Jay Baer advice you usually give a business?

This may be a paradox, but our advice at Convince & Convert to companies looking to improve their social media customer service is to first make sure their offstage customer service is outstanding. If you’re not great at phone and email, all you’re going to do is push people from those channels to social media and back again. Be a great walker before you run!

Copyright Jay Baer, Used by Permission Copyright Jay Baer, Used by Permission

5 Obstacles to Great Customer Service

Stop Drifting and Get the Life You Want

Get the Life You Want

Do you have big goals, a plan of action, and the confidence you will achieve your dreams?

Do you daydream about success but don’t really think it’s possible for you?

Do you want to change a wish into a plan?

This week, my wife and I purchased a car. We spent hours researching models, checking safety features, and reading online reviews. After multiple test drives and visits to various dealerships, we finally settled on one she wanted. Then we spent hours more buying it and still more hours learning its various features.

 

“You get what you focus on.” –Daniel Harkavy

 

That’s the way it is when we make a big purchase. I’m sure it’s the same in your home. We do this when planning vacations, too, right? Reading online reviews, choosing hotels, and carefully picking flights or planning a drive. If you’re at the stage where you have a teenager picking a university, you may be experiencing the dizzying array of possibilities. All of it requires time, attention, and careful planning. Whether college, a car, a vacation, or a family event like a wedding, we take the time needed to plan it all out so that we have a memorable experience.

So let me ask you a question.

Do you spend that type of time planning your life?

It seems that many of us go through our lives, accepting what comes, and just “going with the flow.”

What if there was a better way?

 

“People lose their way when they lose their why.” –Michael Hyatt

 

Michael Hyatt has just written a book with Daniel Harkavy that will help you design the life you want.

Living ForwardMichael is the CEO of Intentional Leadership, an online leadership development company. He is the former CEO of Thomas Nelson Publishers and also the NYT bestselling author of Platform: Get Noticed in a Noisy World. You may have heard his popular This is Your Life podcast.

Michael also is a close personal friend. He encouraged me to join Twitter and start blogging. I’ve watched him grow his business, but more importantly I’ve watched how he lives his life.

Which is why I am confident you will enjoy his newest book, Living Forward: A Proven Plan to Stop Drifting and Get the Life You Want. Though I don’t know his co-author, Daniel Harkavy, I know he was Michael’s coach. His company, Building Champions, has helped many people get on track to accomplish their goals.

I recently asked Michael a few questions about the new book.

 

Design Your Life

What is a life plan?

A life plan is a brief document where you establish your personal priorities and articulate the steps you need to get from where you currently are to where you want to be. It’s a living document that you write yourself that gives you a view of your life.

 

“The man without purpose is like a ship without a rudder.” –Thomas Carlyle

 

Tell us about your own experience with Life Planning.

Daniel introduced it to me when he was my coach in the early 2000s. Before I created a Life Plan, I spent way too much time at work. That was one area where I did plan, where I was intentional, but I was really drifting in other areas of my life, including my health, family, community life, and everything else that is truly important to me. Life Planning has been transformational for me.

 

“There is no such thing as a compartmentalized life.” –Michael Hyatt

 

Begin With the End in Mind

The Secret Weapon That Solves Your Toughest Sales Challenges

Dealstorming 

Is it possible to increase innovation in sales and achieve higher growth?

How can diverse perspectives increase your sales results?

Is there a consistent way to increase the likelihood of closing your biggest deals?

Does your organization have a high-potential opportunity?

 

Last year, I was presenting at a conference in Africa. The theme of the conference was based on an African proverb:

 

“If you want to go fast, go alone. If you want to go far, go together.” –African Proverb

 

That night, as I enjoyed a memorable dinner with the unique, powerful sound of an African choir ringing in my ears, I reflected on this proverb. Its wisdom struck me in a new way at a deep level. So many major corporate initiatives are stymied because one person wants to act alone. The motivation to act alone may be rooted in the idea of a hero, or it may be simply because someone wants to demonstrate personal accountability.

Still, going farther requires collaboration.

 

“The best sales-driven companies have developed the habit of conscious collaboration.” –Tim Sanders

 

Debunking Creativity Myths

Recent studies on innovation and creativity have debunked the myth that innovation happens in the eureka moment. I’ve interviewed numerous experts who tell me creativity happens more in teams than alone.

And so, when I read Tim Sander’s new book Dealstorming: The Secret Weapon That Can Solve Your Toughest Sales Challenges, I found myself smiling as I saw these truths eloquently memorialized and backed up with research and experience.

Dealstorming: The Secret Weapon That Can Solve Your Toughest Sales Challenges is a monumental book not only for sales leaders but also for all corporate leaders. Whether saving, reclaiming, or winning new business, the techniques Tim shares are proven and actionable. Every organization wants to improve its results, and this is the best blueprint for achieving higher growth that I’ve seen in years.

But, beyond the dealstorm, the techniques in this book teach collaborative practices. The relationships built in this process do not stop with the sale, but continue, fostering a sense of purpose well beyond the deal.

I’m convinced that the techniques in Dealstorming will help you close more business, build better relationships, and increase your organization’s creativity.

 

“Innovating is not a way of doing things; it’s a mode of thinking.” –Tim Sanders

 

How to Win the Complex Sale 

Many people think that the sales process is impossible to define and one where you just go with your gut. In your new book, Dealstorming: The Secret Weapon That Can Solve Your Toughest Sales Challenges, you reveal that the sales process is just the opposite: a structured, repeatable process any team can use to win the large, complex sale. What experience and research led you to this conclusion?

Over my 30+ year sales career, I’ve noticed that despite the sharpest of perspectives, without a process you get a mess. The Funnel Activity Management System has been in place for decades, where managers focus on key metrics like cold calls or closing ratios in order to produce a predictable level of sales. Or so one might think.

Throughout that process, the rep used his or her gut feeling to determine which product to pitch, how hard to close and when to move on. But today, that system is necessary, but no longer sufficient for landing high quality sales.

Around the turn of the 21st century, I began to develop the sales collaboration process I call Dealstorming. At Yahoo, while leading the ValueLab and then serving as Chief Solutions Officer, I had the opportunity to participate in 40+ strategic selling situations, where theories were tested and then measured in dollars and cents. Over the last decade, I’ve refined this process through my consultancy, where we’ve participated in 60+ dealstorms at a variety of business-to-business companies. The range of experiences has helped me create a scalable process where managers could leverage a few successful Dealstorms to train the Account Executive on how to run their own.

In writing this book, I have interviewed 200+ sales leaders to understand how they’ve approached problem solving at the deal level, and what works in today’s global-social-mobile world. Collectively, all of these experiences have produced a way of innovating at the deal level that will work for small businesses and enterprises alike. Sometimes the ‘storms will be terrific trios and in other cases, an alliance of many.

 

Copyright Tim Sanders. Used by Permission Copyright Tim Sanders. Used by Permission

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Know the 4 Levels of the Sale